Carolina Partners of Cary

We were initially told the provider is in our insurance healthcare network but after several visits we were told she isn’t and our bill was going to be significantly higher (about $ 500 more). While trying to resolve the billing issues we received several bills with a «Customer Service» number in the Durham, NC office that we should call if we had questions or needed to work out a payment plan. We called the number multiple times over the course of 2 – 3 months and never had a live person answer the phone or anyone return our phone calls. We then received a notice that our account was delinquent and we had 10 days to remit payment or our account would be referred to an outside collection agency. I called the «Customer Service» number multiple times per day for over a week and never had anyone answer the phone or return my messages. We also received a notice that any customer service issues would take 30 days to resolve, but we only had 10 days before our account would be referred to the outside collection agency. I finally had to call the Cary, NC office and drive to the office (80 miles round trip) to resolve the payment issue. I was told by one of the ladies at the Cary office that it is standard company policy for the «Customer Service» line to be unmanned and for messages left at that number to never be returned.
The complete lack of customer service, and the deceptive business practice of telling us that the provider is in our insurance network when she isn’t, is simply disgusting. This is the worst business I’ve had to deal with in a very long time. I would never recommend their services to anyone and, in fact, would highly recommend that you avoid their services no matter what.

Hello. I have visited Carolina Partners now on four different occasions. My first experience was at the office off of Shannon Rd. with Mary Hartsell. This is my first time ever in my adult life going to see a therapist. I was experiencing extreme fatigue, lack of concentration, and post partum depression.
She met with me for 30 minutes and asked me a series of personal questions and prescribed me Zoloft and sent me on my way. My second visit with her a month later was horrible. She didn’t even remember my name or anything that we had discussed on my previous visit so I had to repeat everything to her again which is not something I wanted to do. This made me feel more stressed out, embarrassed, and overwhelmed about how I was feeling.
I left upset and decided to try another person at Carolina Partners, because this practice is who my General Physician recommended. I will be telling her about my experience as well so she can find another practice to recommend.
I had specifically asked via the phone scheduling line to not see another Nurse Practitioner and that I wanted to speak with an actual Psychologist. This is when I was set up to see Elizabeth Bruce.
I went in expected a better experience and expecting for all the things I spoke to Mary Hartsall about to be in your system. Again it is very embarrassing and overwhelming to discuss your entire life history not once but now on 3 different occasions. She went over the same exact things that Mary did and sent me on my way with a stronger dose of Zoloft. I did feel like at this time she could potentially be something that I would enjoy talking to more in the future so I scheduled an Appointment with her for May 22^nd.
Noone called to remind me of my appointment like they promised and it slipped my mind. I never once got a call asking to reschedule or anything. I called in myself to reschedule because I was almost out of my zoloft. The person on the phone did not mention my missed appointment or that I would have a $ 40 fee.
June 4^th I came in again to speak with Elizabeth because I not only needed a refill but I still after four months do not feel any better. She literally typed on her computer for 30 minutes and asked me maybe 4 questions. The rest of the time we sat in silence. It was extremely uncomfortable and aggravating to sit there and leave without getting any answers. She threw different medicine at me and sent me on my way.
The next problem arose when I went to check out. I had an outstanding balance of $ 40 from the Appointment I missed. This is when the lady at the front desk explained that you only do courtesy calls as reminders and that they are not guaranteed. In my opinion that is absolutely unacceptable considered I was promised that I would get a reminder call. I then told her I would not be rescheduling with your practice due to this and all she said back was «Ok will you be paying with debit or credit» The only reason I handed her my card and paid is because I was extremely upset and in complete shock at the entire experience.
I am extremely upset and disappointed with my experience at Carolina Partners. I feel my experience needs to be known. I would appreciate a refund for my $ 40. I would also appreciate someone from this practice to try to rectify this entire situation.