PD K.

Hard to reach anyone, then conflicting info depending on whom I talk to. I was told variously that I didn't need authorization for a breast ultrasound and also that if I didn't get authorization I'd pay the whole bill myself! After weeks calling, doing on-line messaging with my gyne's office, four or five authorizations (all incorrect: for only scanning only 1 breast and with dates that expired before my appt) I finally took the bus to the radiology bldg & confirmed I needed no authorization.
Now I'm trying to work out a chest CT scan & got the same story yesterday from Brown & Toland: I'd pay full cost of the CT without authorization vs. authorization not needed. My Dr's sec'y says it's not needed & she doesn't know how to do it and why don't I bus to the hospital with the written Dr's prescription and try to start the authorization that way! Today I've been on hold for 15 minutes so far with Brown & Toland hoping to speak to a supervisor to get an educated guess if I need an authorization or not. After 24 minutes on hold I reached a Brown & Toland rep who said I do need authorization & she put me on hold while she contacted my Dr's office to explain that. However, the Dr's office was closed for lunch & she did not leave a message but suggested I call the Dr's office again.
To be fair, the radiology dept at the two locations I can use also do not answer the phone! They all have you go through a long "press 1 if this, press 2 if that but here ultimately you leave a message & they'll "call you back within 3 business days". The other radiology office I'm still on hold with for 33 minutes by now.
Is this the post-Covid "Great Resignation" where nobody wants to work anymore or is this the big boomer swell hitting the health care world!?

Shing C.

This organization is a nightmare to deal with, that is if you could reach someone who works there. There help line (Care Champion) does not answer the call nor return the call. I have a PCP assigned on my card, but could not get appointment because neither their online portal nor the PCP's office provided any help, except they refer me to each other. So, I have received no healthcare, the PCP never renewed my prescriptions for the year, I could not get an appointment made, although they received all my insurance payment. This is the worst scam! Right now I don't know if have urgent need for medical care, where can I go to get help.

scott H.

I was assigned a PCP here and have spent over an hour today trying to make an appointment. I have been on hold and transferred between departments numerous times. I am still not registered and have still not made an appointment.

If I ever am able to score an appointment I will come back and update this review!

EDIT: I gave up. I tried a different provider group and got an appointment quickly. creating the account and getting hold of someone was so easy. Brown & Toland never got back to me. I am glad I bailed on those clowns!

Kim M.

SO many negative experiences, but I’ll start w/recent. Fractured my hip, had to have emergency surgery. After 4 nights in hospital I needed to go to SNF (rehab) for a bit: no, thanks to b&t! Needed medical transport home: b&t deemed it ‘not medically necessary’! I was wheelchair bound, in awful pain w/every movement (have 15 stairs at home), I had to pay $150 for my own transport. Continued home health physical therapy requested from my GP (after whopping 4 visits) were denied. These are just the RECENT experiences! They think they know more than my physicians? But they rule the roost (monopoly?) here in San Francisco and environs. They are shameless, and as evidenced by other posts I’m not only one who feels this way. If there was a way to get away from them, I would. Are you listening, state insurance commissioner/attorney general?!? SHAME on you, Brown and Toland 😡💯😡!!!!!

Dina T.

My 85 year old mother fractured her hip 7 weeks ago. Because of her insurance Brown and Toland they took her by ambulance to the worst hospital they could, Seton. They performed a surgery that doctors don't even do anymore. Especially in elderly patients. The pins they screws went into the dead bone. The rehabilitation was for barely a week in the most ghetto rehabilitation with HORRIBLE BEDS. She was sick and cold. They pushed her out the door with little to no real rehab. After some weeks, the pain gets was excruciating. Ambulance takes her to Sutter Peninsula last week. This time for a full hip replacement which should have been done the first time per the four doctors tending to her. Because of this insurance, my 85 year old mother is currently in another GHETTO REHABILITATION FACILITY with even worse service. She fell earlier today trying to go potty and no one was available to help. All Because of this insurance. She's 85 and this is what she going through RIGHT NOW! You guys are horribly wrong for this. I'm hurt and VERY VERY ANGRY!!

Mike D.

While this particular location is not a problem, Brown & Toland is a terrible, awful group to work with. They will cut your insurance off with no notice and leave you to foot bills you should not and cannot afford. Don't be fooled, this place does not give a damn about you or the people you love. Take your business elsewhere.

Ronald H.

Brown and Toland denied me service when I needed help. Request for intense physical therapy was denied since I could walk. Yes I could would but I could climb my 14 stairs at home. I actually needed it to rebuild my stamina, endurance because there's no one at home to help me. I was frustrated by their reasoning. NOW I crawl upstairs on my hands and knees and slide down on my buttocks. Thank you for nothing Brown and Toland.

Susie Q. W.

Because Oakland went into curfew, Brown & Toland's free testing sites near Lake Merritt/Centralized part of Oakland are now shut down. Today I called to determine if there were any sites available for a walk in or a scheduled appointment. The call center rep who picked up (Carolina) conveyed information with an incredibly unprofessional tone. It was jumping over multiple hurdles to extract information on alternative testing sights that were both walk in and appointment based. I am surprised by the phone call this morning and escalated this to the next immediate supervisor who did not actively listen to my concerns. I simply ask for better and effective communication so that it helps reduce the amount of hurdles people like us have to jump through to get the right information.
"You can just look online. I only know one that's open." It was an ungrateful tone, as if I ruined her morning with my questions. Keep in mind I was firm, polite and professional in my tone. I conveyed my concerns and hoping they can iterate their scripts/communication styles so that the next old person that calls would not get so upset or frustrated.