Complaint Review: Dr. Roderick Sanden Advanced Neurospinal Care

It is extremely frustrating that I have to write this review about the horrific experience I had with Dr. Sanden and his childish front office workers. I absolutely have to share my experience with this office as I feel obligated to warn anyone even thinking about going to see Dr. Sanden. I advise you to please beware and choose an alternative potential neurosurgeon otherwise you will likely have to deal with a similar experience that I underwent.

After a dehabilitating injury to my lumbar spine and the subsequent MRI showing excessive damage to my lower discs, I was forced to pursue a neurosurgeon and potentially go through surgery to repair the damage done by my injury. 

This search eventually led me to Dr. Sandens office, whom I was referred to. When arriving at the office, I was able to see Dr. Sanden for maybe 5 minutes before he passed me on to his Nurse Practioner. I understand that he is extremely busy, and seemingly doing these surgeries on a daily basis. Although the Nurse Practioner and Dr. Sanden weren't rude to me directly, their operations and strategies became abundantly clear. They obviously make money by performing spinal surgeries on patients in a huge amount of pain - patients looking for a solution. No problem with that - however - I was really hustled inside their office, and told I absoutely needed to move forward with surgery ASAP. (I later found out from other surgeons that this was incorrect and very 'sketchy' in regards to him pushing me towards surgery so quickly)

Thankfully I sought second opinions, and these other surgeons were much more professional and helpful, and didn't seem to rush me through the office like I was on a 'surgery assembly line'. Nonetheless, despite the fact that Dr. Sandens office was seemingly reading off a 'sales script' and really trying to manipulate me into immediate surgery ($$$ for them) - I will say that Dr. Sanden and his Nurse Practitioner were not mean or rude. My main woes have nothing to do with this segment of my experience.

Where things get ridiculous however, are when having to deal with their front office. These woman are the most unprofessional and rude workers I have ever come across in any industry throughout my almost 30 years on this planet. I am  not exagerating or embellishing anything in any way, this is the raw truth and I feel that it is important for prospective patients to understand. If the front office is behaving and managing patients in this way, I can only imagine the horrific experiences post-operative patients have when they have a question, need help, or anything that requires minutes of time from the front office or doctors themselves. 

Although they were in fact pretty rude and seemingly incompetent when I was INSIDE the office, the real issues came to fruition after I left. Let me explain:

After my consultation, I received an invoice as expected. I had a few questions about the invoice, and contacted their office. After a few calls and voicemails, I did in fact receive a call back, and the woman Judy or Margeret stated they would send me an explanation via mail. After time elapsed, I did finally receive this in the mail. It was written in barely legible cursive/sloppy writing, so I had a few quick questions. 

So it began - I contacted and left a voicemail. No call back. Every few weeks or month afterward, I received another invoice, and contacted them - leaving a voicemail EVERY TIME, asking to please return my call so I could make payment and take care of my pending invoice. KEEP IN MIND, MY ONLY GOAL WAS TO SIMPLY PAY OFF THE INVOICE AND ASK A FEW MINOR QUESTIONS.

I documented every time I called, and in total, I left 13 (THIRTEEN) voicemails for them, at varying times of the day, varying days, and so forth. These 13 additional calls, with the sole goal of trying to pay off my invoice, were spread out over the remainder of the year. However, I NEVER received a call back. 

Eventually I receive a letter from a collection agency, demanding payment or I would receive a credit ding. I was absolutely BAFFLED at this ridiculous display of incompetence by their office. All they had to do was return my call, or PICK UP THE PHONE, and I would have gladly made my payment! 

At this point I call again, and leave a voicemail. To my amazement, they actually decided to call me back this time, detecting how frustrated I was by the scenario. 

They were RIDICULOUSLY rude and unprofessional when I was able to speak with them. They continually seemed to call me a liar, and were acting like children when I explained the situation. I wanted them to pay me back for the additional fees the credit collection agency applied to my bill, as I had desperately tried to make payment to them directly non-stop for months on end. 

How did they reply? They verbally berated me and acted like absolute children. They were so rude, I cannot even attempt to put it in words, as it's beyond my capabilities to act so unprofessional - and quite simply, I just don't feel comfortable relaying how they spoke to me. Their whole demeanor was composed of "WELL, WE DID CALL YOU BACK" (regarding the ONE call back I received a week ago - and not addressing the 13 times I left voicemails beforehand). Even more crazy, is that they said "WELL YOU SHOULD HAVE JUST SENT IN PAYMENT". 

Because I wanted to ask a few questions (1-2 minutes of their precious time), and wanted to make payment via credit/debit card or ACH bank payment ON THE PHONE --- they state that I'm in the wrong - and that I should have just sent in payment via mail. This is unreal and ridiculous, and it reflects upon Dr. Sandens practice extremely poorly. I have no idea how he continues to do business or perform surgery when his front office are acting so unprofessional.

IN THE END: BEWARE. 

1. They suck you in and hustle you, trying to get you in and have surgery AS SOON AS POSSIBLE. Please, if you're thinking about seeing them, DON'T, go get a second opinion from another surgeon.

2. Once they have you, their customer service drops off the face of the planet. They WILL NOT RETURN YOUR CALLS. Imagine if you're post-operation, and in a ton of pain, or having issues - AND THE OFFICE WON'T EVEN RETURN YOUR CALLS. I imagine this happens often to poor unsuspecting patients.

3. Their front office is BEYOND incompetent, extremely unorganized, and the most unprofessional experience I have ever had to deal with. They refuse to return calls, and make it next to impossible to make a payment to them. Finally, they'll then send you off to a credit agency, RATHER THAN SIMPLY CALL THE PATIENT!

Again, all they had to do was CONTACT ME, or RETURN MY CALL, and I was ready and would have GLADLY made a payment. Instead, they NEVER return calls, LIE ABOUT IT, and then act like children when I contact them to attempt at finding a solution. If this is how they treat perspective patients, I can only imagine the horror stories poor patients have after having surgery.

Stay away from this place, find a better surgeon with an office that will treat you like a human being. Thank you