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Main Street Urgent Care

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Reviews Urgent Care Clinic Main Street Urgent Care

Main Street Urgent Care Reviews (6)

Company states: We do not have any messages that requested a call back. We even tried to locate the consumer with the limited information given in this complaint. Please contact me via e-mail at [redacted]. My office number is ###-###-####. Please leave a name and number so we...

may contact you as requested. I recommend leaving an e-mail since I am only in the office twice a week.

In response to this complaint, I have accessed our call/message information and have found the following:
This lady did in fact, call and leave a message at the END of the workday after the provider had already left the office.  The VERY next day (day 2), this message was reviewed by...

the provider and answered in the morning and our office tried calling the patient but could only leave her a voice mail.  On day 3, our office AGAIN attempted to reach the patient and could only leave her a voice message.  At this point, a notice was mailed to the patient and she finally responded several days later.  I cannot say if it was the multiple voice messages we left or the actual letter we sent that prompted this lady to respond back to us. She states in her complaint that she received a voice mail 4 days later but this is untrue or perhaps, this is when she actually checked her messages.We make every effort to answer messages in a timely manner. It is of course beyond our control when a patient does not call us back or fails to check their voice mail regularly.  I understand this patient's frustration but our office did in fact make every effort to call her back and each of these attempts are well documented.  This office is not careless with our patient's health concerns, and we certainly did not ignore this patient as shown by the many times we tried to contact her.
As far as her complaint of being mistreated by "bad attitudes", I can only apologize for ANY bad attitudes she may have encountered and to say that I have personally spoken with the staff and reminded them to keep a pleasant and kind attitude for all customers, even the ones during the day that scream and yell because they have to wait to be seen or because they think that's the appropriate way to get attention. If this lady continues to return to be seen, she may always leave a handwritten note/complaint/suggestion,  made out to my attention and I will respond to her directly and not through an open forum.  
[redacted], Practice Manager

Review: Every time I go to Manteca or Lathrop urgent care my family and I are turned away. One time after an hour in the waiting room just to be told they do not accept our insurance. The problem is that they do accept out of network because my insurance (GEHA/Aetna) paid them out of network services and I am currently receiving bills and making payments. I have called Janna who is the manager of both offices and every time I call, they tell me she will be in on Friday. I called today, Friday and they said she was in yesterday. I have left my name and number in the past and she never returns my calls.What is so bad about this whole thing is that we live in Manteca and we have to travel to Tracy to get urgent medical attention because Manteca and Lathrop turn us away when they do in fact accept out of network insurance.Desired Settlement: I would like [redacted] to return my call and tell me why my family and I are being turned away. If our insurance has paid them out of network and I am making payments on their bill why am I told our insurance is not acceptable.

Business

Response:

Company states: We do not have any messages that requested a call back. We even tried to locate the consumer with the limited information given in this complaint. Please contact me via e-mail at [redacted]. My office number is ###-###-####. Please leave a name and number so we may contact you as requested. I recommend leaving an e-mail since I am only in the office twice a week.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern. I now have an email I can use to communicate with this business. My hope now is that this will be resolved.Thank you.

Review: A week ago I was admitted to the [redacted] ca hospital due to numbness in my tongue and legs including confusion while working. I thought my health issues were from my medications so I contacted my doctor at my main clinic main street urgent care to see if I could get any information on what was going on with my body. I am also diabetic so I really have a severe condition. Well the receptionist told me to leave a message because the doctor was busy and that he would get back to me after his last patient. I recieved a call a about 4 days later leaving a voice message to contact them back. I also had an xray done on my lower back prior to the week before the numbness incident. I called numerous times this morning, the main receptionist there that I will not include her name, answered the phone asked for my name and didnt even let me finish about why I was calling and she put me on a very long hold with out saying anything to me then 10 mins later hung up on me and I called again and she put me on straight hold without even answering the phone to talk to me. I called again for the third time and it went straight to voicemail and the voicemail was completely full. Im a busy mother trying to maintain my health but I cant if im being ignored and mistreated by my doctor's medical assistance and the receptionist there. And I have witnessed in person bad attitudes towards patients while waiting to be seen and I working in customer service, know that patients should not be treated the way this clinic does with their patients. It shows how careless they are about the people who come to them with health issues and that they show they are only there to work for their money. And that is why im complaining because I let being mistreated slide a few times but ive had it with them and its sad to say because I like the doctor I see there he keeps me updated with my diabetes and my health care its the customer service that look bad on them. Something needs to be doneDesired Settlement: Have someone go over there and talk to the employees about the customer service they provide, if not hire new employees with better intentions on how to treat patients that are being seen instead of being so careless eapecially towards people with serious health issues.

Business

Response:

In response to this complaint, I have accessed our call/message information and have found the following:This lady did in fact, call and leave a message at the END of the workday after the provider had already left the office. The VERY next day (day 2), this message was reviewed by the provider and answered in the morning and our office tried calling the patient but could only leave her a voice mail. On day 3, our office AGAIN attempted to reach the patient and could only leave her a voice message. At this point, a notice was mailed to the patient and she finally responded several days later. I cannot say if it was the multiple voice messages we left or the actual letter we sent that prompted this lady to respond back to us. She states in her complaint that she received a voice mail 4 days later but this is untrue or perhaps, this is when she actually checked her messages.We make every effort to answer messages in a timely manner. It is of course beyond our control when a patient does not call us back or fails to check their voice mail regularly. I understand this patient's frustration but our office did in fact make every effort to call her back and each of these attempts are well documented. This office is not careless with our patient's health concerns, and we certainly did not ignore this patient as shown by the many times we tried to contact her.As far as her complaint of being mistreated by "bad attitudes", I can only apologize for ANY bad attitudes she may have encountered and to say that I have personally spoken with the staff and reminded them to keep a pleasant and kind attitude for all customers, even the ones during the day that scream and yell because they have to wait to be seen or because they think that's the appropriate way to get attention. If this lady continues to return to be seen, she may always leave a handwritten note/complaint/suggestion, made out to my attention and I will respond to her directly and not through an open forum. [redacted], Practice Manager

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Description: Clinics

Address: 1040 N. Main Street, Manteca, California, United States, 95336

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