Epiphany Dermatology

My issue with this business is not with any doctors or staff. My issue with this business is attempting to confirm appointments. Every time ive been contacted either by telephone or text message i haven't been able to confirm the appointments. Then i call their office number and make a selection from their menu options I am transferred to something and cannot talk to a human being. What i get is a recording telling me thay mailbox is full. Their communication system is a white hot mess.

It's hard to get an appointment and when I finally got it and the day came...I got a call saying they had to cancel and it would be several months before I could get another one! I got the call the very same day as my appointment! I was not going in for any type of beauty treatment but for medical purposes.

I go to Dr. Kerner at the Epiphany office in Las Cruces, most often to check for skin cancer. He is very good at listening to concerns and explaining what he finds. So far, every visit has been on time in a pleasant exam room, and he did careful, courteous exams. Last visit, I had 3 problem spots. He did a burn off for 2 spots and a small biopsy for an odd bit. Results were posted to my patient portal in a couple of days. I like that the clinic also offers state of the art skin care including Botox, lasers and fillers. I was pleased to attend the October 18, 2024 onsite open house and presentations of current aesthetic options, have not yet tried them. I decided to make an appointment for a consult with a doctor before trying anything new. I believe the consult is free.

I when in to have some basil cell removed by Dr Jennifer L. Herrmann. I was unhappy on the way she performed surgery on me. She sent me home with a gaping whole without any medication which shock me. I think that she should have done a skin graft and not lift a gaping whole. Then she did not make a checkup app for me to come back so she could look at the spot where she cut out the basil cell. I am going to have a hole for ever where she cut deep down to cut out the basil cell. I will find another Dermatologist to go see.

While my dermatologist here is great, the cosmetic customer service is atrocious. I made an appointment and had to pay for half up front. If I canceled the appt too late, then they would keep the deposit and then charge me the balance. At the time, I didn't think much of this. The morning of the procedure, I was violently ill. I had a severe headache and was vomiting. I called the office to explain my situation and that I needed to go to Urgent Care and couldn't make the appt. I was told that it didn't matter why I wasn't coming in, I would still owe all of the money, no exceptions. I explained that if I came in, they wouldn't treat me due to the illness, not to mention I would probably be vomiting in the waiting room. Still didn't matter. Within an hour of that call, I was being treated at urgent care for severe dehydration, migraine, and nausea. I wasn't making it up, but they just don't care. Save your money and time and go somewhere else for your cosmetic needs.

I was waiting 40 minutes, got transferred to another room and as we walked I asked how much longer and the woman says "well, he's in a room with someone now and then has one more before you." I rolled my eyes and walked Into the room and she literally SLAMMED the door on the room. I waited 20 more minutes then just left. It's ridiculous. And my appt was at 915 in the morning so they are purposely overbooking. Why is it that every small town doctor like this one has the same horrible office staff and over books. I work too and can't wait over an hour to get in. Just go to Arizona or California, this office isn't worth it.

Fine doctor, but rude staff. I called in early June for an appointment. The young lady talked so fast that I had to ask her to slow down. This apparently made her angry. She offered me an appointment in September, three months ahead! Note that I am an existing patient. This employee was obvously taking petty revenge for being asked to slow down, and she should be replaced.

No one ever returns a phone call, nor does anyone EVER answer the phone! The front staff is rude and condescending. On two separate occassions I was advised that I didn't have an appointment but they would write the appointment down so I could remember it..... I had the appointment card with the date I showed up on it in my possession. This happened again this week...again, the front staff tried to make it appear to be my fault despite the fact I had the appointment card with me...comments such as; "She's the one we can never reach by phone..." Response; "you left one message on my phone which I attempted to call you back but once again no one answered the phone!" I don't need to be insulted by this staff, I don't need a doctor that doesn't have anyone to answer the phone and I don't need to waste any more of my time appearing for appointments that were not booked in the computer!

Worst customer service in the area. If you call, no one answers. If it goes to voicemail, the box is always full. Very unprofessional. The doctor was good but hard to even schedule. If they want better ratings, pay to staff the receptionist role.

The only way you can get anything done is by going in person. If you need to reschedule an appointment, have a question about a prescription, etc. no one from the office will answer the phone or answer to your voicemail. I had an appointment set for a 1 year follow up visit, showed up after receiving numerous confirmation texts/emails only for them to tell me that my doctor doesn't even work on the day I went. You would think that if they're checking their schedule and sending confirmation texts, they would see that a patient is scheduled with someone that doesn't work that day and think "Hey let's give them a call and fix this?" Right? Needless to say that they didn't have an appointment available for 3 months. I've already waited an entire year, how is it fair for me to wait 3 months to get in when it was their error to begin with? Doctors are great once you're in office, but don't expect to get answers from the office staff.