Duncan Family Healthcare

“Worst follow up experience. Called to let them know 3hrs prior to the virtual appointment that we will be 10min late due to scheduling. I was assured that 10min grace period was acceptable. Dialed into the meeting at 7min past appoint time with no show from the provider. Office calls to let me know the grace period was 5min and not 10min and I would be charged $75 for now show. Poor business practices to make a quick buck. I will be finding a more honest provider.”

“Unfortunately, I’ve had issues with this provider since the beginning. At my very first visit, I was told I had a $75 balance due — which made no sense because it was my first appointment and I had never contacted them before. When I questioned it, the staff said they would ask the manager to fix it. At my follow-up two weeks later, I was again told I had the same $75 balance. I had to explain all over again that it was their mistake, and once more they said they would check with the manager. Most recently, I had to reschedule an appointment due to a work conflict. The staff told me I would be charged the $75 “cancellation” fee. I pointed out that I was not canceling — I was rescheduling — and that the written policy I signed clearly states fees only apply to cancellations with less than 24 hours’ notice or no-shows. The policy does not mention rescheduling at all. When I raised this, the manager told me their “interpretation” of the policy was different than what was actually written. She informed me — very rudely — that I could either pay the fee or find another provider. This was especially concerning because I need my prescription refilled and they were essentially refusing care unless I paid a fee not stated in the agreement. Based on my experiences, this clinic applies rules that are not in the signed agreement and does so in an unprofessional, dismissive way. I am filing a complaint with the Nevada Consumer Affairs Division because I believe these practices are unfair and deceptive. For a clinic that deals with mental health, I was shocked at how quick they were to treat me poorly and tell me to “go find someone else” if I didn’t pay what I consider to be an unfair fee. Patients deserve clarity, respect, and ethical treatment — not surprise charges and hostility.”

“Got told of a $200 balance on my account because of an issue with medicaid from 8/17. I've had at least six appointments since then, and this was the first I've heard of it. They demanded immediate payment before I could attend my appointment at 4:15 pm. I was told that I was being rude. I did have a stunned expression on my face, and I asked if I was really expected to come up with $200 instantly without getting a chance to even look into the issue. Michelle said that I could talk to the manager. I heard the ding to let me know somebody joined the call, and when I switched back to the tab the call had been ended by the host. The doctors are great, I loved my psychiatrist. However, the staff are so bad that I will NEVER even attempt to make another appointment with them again. I'd rather go without meds. And if they send the charge to collections, I'll dispute it, because they refused to give me any additional information aside from medicaid kicking it back and that I had to pay right that second. I'm going to edit this to add, this isn't the first time I've had an issue with the staff. Last year, while I was unemployed and on medicaid, they demanded that I pay $70 immediately to be able to attend my appointment. This was because my Cobra benefits had ended despite my paying the premium, so I had been paying off a "self-pay" fee for MONTHS despite having no income. I made the best effort I could, but the office manager had me ugly crying and I couldn't even talk to my psychiatrist when they finally let me in to the appointment. And despite having medicaid that paid everything in full, I couldn't make another appointment because I was still trying to pay down that balance. So the last appointment I had before being without meds for three months was useless because the office manager was meaner than six snakes. And apparently questioning the validity of their demands with a stunned expression is enough to make them hang up on me and refuse to discuss details on the issue.”

“This is my second round of experience with this office with both being bad! First was with my son a couple of years ago! Making appointments was always hard to do as they do not answer the phone! This would cause his meds to not get refilled and also took 2-3 weeks for them them submit prior authorization with insurance for meds. My son would go a month at a time without his meds! Duncan also wouldn't listen to my thoughts and concerns with my childs treatment! Fast forward to now and I was very hesitant to use them again, but my daughters therapist assured Duncan's office had cleaned up alot and was so much better! My mistake for not going with my better judgment. Again played the run around getting my daughter established as a patient . Once she had an appointment they rescheduled her twice in a week. First was because the doctor wouldn't be in the office. The second time after attending the appointment , we were told they were unaware she was a new patient and had to reschedule due to the appointment time not being long enough to do her intake. I called to reschedule today due to my daughter has state testing at school, her teacher messaged this morning in class dojo to parents that students are required to be there unless sick. I was told that patients are not allowed to reschedule their intake appointment and because I was they were dropping my daughter as a patient! Although I am very upset and irritated by the unprofessionalissm of this office, i am relieved that we wont have to work with them. This is not an office that my family will ever be comfortable working with again!”