FLDOH - St. Johns County Health Department

Recent Google reviews

• Tatyana Turner 1 · 2 months ago

  I am writing to formally submit a complaint regarding my experience with a clerk named Stella at the Vital Statistics office today. I came to the office to complete the necessary paperwork for my son, who is starting kindergarten. I arrived and was directed to/left waiting in the lobby while I completed a single-page form. I remained there for some time before an employee finally approached me and informed me that the office I was waiting for had recently been moved to the other side of the building. There was no clear signage or communication indicating that the office had been relocated, which resulted in me unknowingly waiting at the wrong location. By the time I was made aware of the relocation and reached the correct office, it was approximately 4:39 p.m. I explained to Stella that I had actually been at the facility before the 4:30 p.m. closing time and that the only reason I arrived at the new location after 4:30 was because I had been waiting at the previous location without being informed that the office had moved. Despite explaining the situation, I was told that she could not assist me because it was after 4:30 and that I could simply try again on Monday. I understand that employees have scheduled hours and that offices have closing times. However, I was already present at the facility before closing and was delayed through no fault of my own. What made the interaction particularly frustrating was the lack of empathy or willingness to find a reasonable solution. I explained that I am heavily pregnant and currently experiencing contractions, which made making this trip particularly difficult for me. I also explained that I may not be physically able to make another trip back on Monday. I understand that Fridays can be long and that employees are ready to leave at the end of the workweek. However, customer service should still include basic communication, professionalism, and consideration for circumstances that are outside of a customer's control. In this situation, I was not asking for an unreasonable amount of assistance. I simply needed a single form processed so that my child could complete an important step in starting kindergarten. It was especially disappointing to feel as though the fact that I had already been waiting at the facility before closing was completely disregarded. Had there been a sign indicating that the office had moved, or had someone communicated this information earlier, I would have been at the correct office in time. I am requesting that this interaction be reviewed and that the office consider improving communication and signage when departments are relocated. I would also appreciate clarification as to whether there is any way to complete the paperwork without requiring me to make another trip, given the circumstances. I am not submitting this complaint simply because I was unable to receive service after closing. I am submitting it because I was there before closing, waited because of a lack of communication, and was then treated as though the resulting delay was entirely my responsibility. Thank you for taking the time to review my concerns.