ROSEVILLE SURGERY CENTER

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Angela Runnestrand

If I could do negative review I would... like the previous reviews, I received a text saying I needed to have $4700 the day before my surgery appointment. NO ONE ever told me "surgery center" are different and that I needed an upfront payment. I left without my surgery and a complete waste of (months) of my time. This place sucking is the nicest thing I can say!!!

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Taylor

I don’t typically write reviews, but I feel compelled to share my disappointing experience with the front desk staff at Roseville Surgery Center. When I arrived for my scheduled surgery, I was informed that my deductible would be around $2,500, which, admittedly, wasn’t a surprise given that I have a very high deductible plan. What wasn’t made clear, however, was that I would need to pay the full $2,500 up front before I could even be admitted for the procedure. After spending $40 on Uber rides and having my family rearrange their schedules to support me, I was forced to walk away from the surgery because I was unable to make such a large payment on the spot. Being turned away from a necessary surgery simply because I couldn’t pay in full on the day of the procedure is exactly what’s wrong with our healthcare system. It’s frustrating and disheartening to experience such a lack of transparency and flexibility, especially when it comes to something as important as surgery. To make matters worse, the front desk staff told me that I had received notice via text message that I would need to pay my deductible up front. However, I never received any such message. When I reviewed their website, I found a "Financial Responsibility" section that mentions payment policies, but there was no clear indication that full payment would be required before surgery. It says that is "EXPECTED" not "REQUIRED". Expected means something that is anticipated or likely to happen, but not necessarily mandated or obligatory. The staff also told me it was my "responsibility" to be aware of my insurance benefits, which I am fully aware of. I even called my insurance provider the same day, and they confirmed that I was 100% covered for the procedure. Despite this, I was still turned away because I couldn’t make the full deductible payment upfront.

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Dennis Barner

Great experience. I had 2 total hip replacements and there was no issues. They were 3 years apart and both times everything went great. I had no issues with the administrative part they were very helpful. The nursing staff was also great. First time I was out in less than 6 hours. This time in 4 hours. Great job exceptional surgery center. Thanks

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Brittany Jackson

Don't let your doctor send you here. I do not recommend. I accompanied my mother to drop her off at her procedure. Upon check in the receptionist advised her of a copay she was never made aware of. Tracy, the receptionist begin to look into the issue (and was handling it just fine) and then an extremely rude woman named Rita stepped in. My mother informed them both she never received notice of the copay (she was supposed to get a text, but never did). Tracy was attempting to figure it out when Rita jumped down her throat and my others explaining in detail about the process. It’s completely acceptable to educate someone on a process, but extremely unprofessional to be rude and aggressive in doing so. I witnessed Rita talking to the both of them and belittling my mother as she spoke to her as if she were lying. Rita’s tone, body language and attitude about getting her point across was unwarranted and unprofessional. There is a level of customer service that comes with working with the public, but a bigger one in the medical field. This facility failed epically on every account. If you can’t hold yourself together when a consumer/customer gets frustrated about something your facility dropped the ball on maybe you shouldn’t be dealing with the public. Especially in a setting where someone is getting a surgery procedure done and is already dealing with the nerves that come with that. The way the issue was handled was terrible. There was no accountability on their end what so ever for not notifying her of the copay. No other options or solutions were provided (despite the sticker in the window for care credit or the ability to bill her). The lack of customer service and care surrounding an issue THEY created was appalling. On top of that my mother’s appointment was at 10:30am. We arrived and check in at 10:15am. She was not called back until 11:05… Please note that my mother still payed the copay and had the procedure done despite the unfortunate situation that occurred with the front office staff. I post this to set a realistic expectation of that type of service you might receive upon arrival. Not to speak to the doctors or procedures that take place. I surely do hope that there is someone from their office that reads or monitors these reviews. As we are not the first people to post about a negative experience. Just do better. Treat people with a little respect and care if you are in this field or even customer service. If you can’t do that - even when someone is frustrated, maybe you don’t need to be at the front window of a surgery center.

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Sarah Hodson

My surgery and recovery was fantastic! I would give 1000 stars for that. I’m only giving 1 stars because the business office cannot seem to know what they are doing. I had tubal ligation surgery in January. Was told it was not covered under Contraception therefore would need to pay my $1000 deductible. I tried to fight this as it’s literally contraception. I ended up paying for my surgery before it was done. 2 months later I go to check my EOB from insurance and low and behold it’s covered 100%. I stupidly assumed they would automatically send me a refund…nope. I called late April asking how I would go about getting that refund. They had to send it to the business office to be approved. I was confused as to how it wouldn’t be approved as they got paid twice! Said they would call me back to verify when it was approved, she never called. Called in May still not approved and they would contact the office and call me back, she did not. It was finally approved in June (when I called) but checks are only cut once a month so had to wait for July. Mid July still no check. I call in July and they need to talk to office as to why it wasn’t cut, she would call me back same day, she did not. I just called yesterday and same information. She promises she will call me back say day, guess what she did not! I am so beyond done. If you don’t care about wasting $ then go here. My surgeon was fantastic! But the office is terrible to deal with if you respect your time.