It is disappointing to ever leave a low star rating for any company, in my opinion, but sometimes it must be done. I am a business owner and I would always like an opportunity to correct or rectify a situation if possible. But based on my first experience with the staff, never attempting to call a manager or owner to assist, tells me a lot. I will give more detail in the post about the person sitting at the front counter in a minute, I believe her name was Vanessa.
I was very excited to have found this facility for an urgent care, when I called. I am new to the area and am not familiar with all my surroundings, yet. Penny, the person who answered the phone was amazing. She was the reason I came here in the first place. She was so polite, helpful and answered all my questions. I thought to myself, wow, I found the right place. My questions were basic; do you accept walks ins, how much, do you accept CareCredit, directions, etc.… and she answered yes to all of the above and then talked about the nice places to eat and grab some hot soup after my appointment next door. She made me feel welcome and excited to visit their facility.
As I entered the facility, it was very nice and pleasant. I addressed the person at the front window that I was new and had spoken to someone on the phone about upper respiratory issues and was a new patient. She was not very welcoming, and it was a very different VIBE than my phone call. I told her I was paying with CareCredit and her first comment was, I am not sure it will work, sometimes they work and sometimes they don’t. She directed me to the tablets to sign in. Once completed, she called me up and then asked for payment. This is when things went wrong, she said it was declined. She was very unhelpful from this point forward and I was asked to step aside, due to the fact I picked up the phone to call CareCredit to ask why? From this point forward, talking with CareCredit, etc. I was nothing but an issue and a waste of time to her; this is how it felt to me. She told the person on the phone several times, I am sorry, entering it manually doesn’t work either, the person or persons to talk to about the merchant account aren’t available and that’s that.
She put forth no effort to contact the owner or owners, manager or anyone from this point forward. She addressed me as Mr. Russo, sick or not, even though it says on CareCredit’s site and I verifying over the phone before coming to the facility, we can’t help you. Vanessa stated the person you spoke with must be misinformed. Even though she stated they take it, but it doesn’t always work. Sometimes it goes through and sometimes it doesn’t. This is what she was telling me at the front desk.
The way I was treated in general by the person at the front counter despite not accepting the payment source, which I was told they took, was a disappointment. People that act and treat sick patients or any customer for that matter, with that type of attitude, almost belittling me, the sick patient was overwhelming. If my employees acted like this, the face of my company, they would be corrected or gone in a minute. I never once felt like she wanted to help me in any way or welcomed me.
I called to let Penny know what had happened and I am assuming someone finally took control of the situation and contacted CareCredit. A week later I was contacted by a manager, she stated they have everything straightened out and I am welcome to come back to use CareCredit. It took several calls, complaining about how I was treated and a little push, but it seems they might be back on track. I just hope that the lady in the front can get her patient greeting skills upgraded next. If you dislike your job that much, find a new job, don’t take it out on the patient.
I did end up going to another healthcare provider and I was diagnosed with a bronchial infection. I am better now and in good spirits.
Thanks for reading my review and I hope this helps correct their situation or helps others who might need medical attention.