SFAF - 5 STARS DOWN TO TWO AUGUST 2026
Wednesday, 08/12/2026 3:55 pm
San Francisco AIDS Foundation — Two‑Star Review
Date of experience: August 2026
I have had both excellent and disappointing experiences with SFAF. In July 2026, Benefits Counselor Ellen N. provided outstanding service during my ADAP reenrollment professional, compassionate, and efficient. That appointment was flawless, and I publicly shared a five‑star review to recognize her care.
However, my more recent attempt to obtain promised mental‑health and medical‑resource information has been frustrating. As an elder queer man currently managing several major medical issues (spine, hip, and stomach), timely support is essential. I also recently had to change my primary‑care provider due to incompatibility, so finding new medical and mental‑health resources — including a social worker — is vital for me right now.
During my first call, the receptionist answered promptly and was pleasant. On my second call, I waited over two minutes with hold music, but the call never transferred to voicemail or any alternative option.
It is surprising that a large organization does not have a voicemail system in place for times when staff are unavailable. This makes it difficult for clients to leave messages or feel confident their needs will be addressed.
Despite confirming my email address twice, I never received the PDF of medical and mental‑health resources that was promised. I followed up again, but the phone rang continuously with no answer and no way to leave a message.
For people living with HIV — especially older adults with complex medical needs — reliable communication and follow‑through are essential.
I hope SFAF reviews its internal processes so that every client receives the same level of professionalism I experienced with Ellen N. earlier this summer.
Thank you for taking time to read this review. LCJ