Tracy Urgent Care Medical Clinic

Worst service I have even dealt withWe sat there for an hour before they told us that they could not verify our insurance since it was a SundayThey told me that I need to pay $to see the Dr or come back during the weekI have a $copay but they would not take thatI called today to have them call the insurance company and they said they would try to get to itThey told me to call Debbie to get my refundWell first off the lady answered the phone and sounded like she hated her job as much as I hated going thereWe have had the same insurance for almost yearsMy husband was there in March with the same insurance and they should the same one still on file but still made me pay the $So when I spoke to Debbie she told me that she is not the one to give refunds and that I would need to now call DonnaBut of course Donna is not in todayI was told that the front desk will need to call the insurance, then it goes across Debbie's desk and then to DonnaAnd it is up to the bookkeeper to do the refund on her own timeFunny who they are so quick to take them money but not give it backWhen I told Debbie that they have horrible service she said that was not going to help meI was in the middle of telling her that I will just call my back and dispute the $difference she hung up on meI am a manager and if any of my sales staff hung up on a customer they would be firedThis just shows that little Miss Debbie doesn't have customer service skills and the easy way out for her was to hang upWorst place I have ever beenWill never go back thereThey will not see another penny from me

This person came into our urgent care medical office to be seen by a physicianOur patients are seen by a priority systemLife saving care goes first, followed by scheduled appointments, followed by unscheduled/walk-in
patientsHe did not have an appointmentThree people without appointments arrived before him as well as patients with appointmentsHe signed in at 2:pm and was placed in a patient room to await the doctor by 4:pmThis patient was yelling at the receptionist, calling her names, and using foul language in a crowded waiting room while waiting his turn to be seenHe was not the last patient to be seen, as he stated, as we close at pm and more patients were seen after him before closingGranted the patient was ill and felt terrible but his life was not in any immediate danger from his illness , therefore he had to wait his turnThis is the same process that patients are seen in the ERWe regret when an ill patient has to be uncomfortable while waiting to be seen, but unfortunately, there was nothing else we could doRegarding the matter with the receptionist's husband, I can not address that, as it is a legal matterThe receptionist was suspended without pay during the investigation

Review: Tracy Urgent care's customer service is terrible and I left there feeling worse than when I had come in. I came in with a fever of 103 degrees and I was vomiting at home and I even threw up there. They made me wait several hours after and was the last patient to be seen and I was upset about that. Which is a normal response, the receptionist's response was to lose her temper. She proceed to call her husband. I didn't understand why she did that. I told Dr. [redacted] I was feeling threatened and he didn't do much about it. It turns out she gave her husband my information and description. Her husband was waiting for me outside in the parking lot and was carrying a 12 inch bowie knife. He confronted me and said I had called his wife names. He lost his temper and physically assaulted me. I was forced to defend myself and the police were called. He fled the scene but promised to come back for me. His wife has my personal information and granted that she has violated HIPPA once by telling him about me, she will likely do it again. This kind of behavior is unacceptable to say the least. Tracy Urgent care will not release her name, but informed she will only be receiving a verbal reprimand. This is absolutely unacceptable! I came here to get well not feel worse than I already had. I was in no shape to defend myself and now I fear for my life as they have my address. What kind of person behaves like this?Desired Settlement: Immediate termination of the employee at the front desk responsible for this incident. I am going to pursue immediate legal action and the police are already involved. There are a number of complaints on yelp about their front desk being rude and unprofessional already. This woman is likely to be the same one involved.

Business

Response:

This person came into our urgent care medical office to be seen by a physician. Our patients are seen by a priority system. Life saving care goes first, followed by scheduled appointments, followed by unscheduled/walk-in patients. He did not have an appointment. Three people without appointments arrived before him as well as 2 patients with appointments. He signed in at 2:30 pm and was placed in a patient room to await the doctor by 4:20 pm. This patient was yelling at the receptionist, calling her names, and using foul language in a crowded waiting room while waiting his turn to be seen. He was not the last patient to be seen, as he stated, as we close at 8 pm and 16 more patients were seen after him before closing. Granted the patient was ill and felt terrible but his life was not in any immediate danger from his illness , therefore he had to wait his turn. This is the same process that patients are seen in the ER. We regret when an ill patient has to be uncomfortable while waiting to be seen, but unfortunately, there was nothing else we could do. Regarding the matter with the receptionist's husband, I can not address that, as it is a legal matter. The receptionist was suspended without pay during the investigation.

Worst service I have even dealt with. We sat there for an hour before they told us that they could not verify our insurance since it was a Sunday. They told me that I need to pay $60.00 to see the Dr or come back during the week. I have a $35.00 copay but they would not take that. I called today to have them call the insurance company and they said they would try to get to it. They told me to call Debbie to get my refund. Well first off the lady answered the phone and sounded like she hated her job as much as I hated going there. We have had the same insurance for almost 2 years. My husband was there in March with the same insurance and they should the same one still on file but still made me pay the $60.00. So when I spoke to Debbie she told me that she is not the one to give refunds and that I would need to now call Donna. But of course Donna is not in today. I was told that the front desk will need to call the insurance, then it goes across Debbie's desk and then to Donna. And it is up to the bookkeeper to do the refund on her own time. Funny who they are so quick to take them money but not give it back. When I told Debbie that they have horrible service she said that was not going to help me. I was in the middle of telling her that I will just call my back and dispute the $25.00 difference she hung up on me. I am a manager and if any of my sales staff hung up on a customer they would be fired. This just shows that little Miss Debbie doesn't have customer service skills and the easy way out for her was to hang up. Worst place I have ever been. Will never go back there. They will not see another penny from me.