Having a loved one incarcerated is already an emotionally difficult experience, and the customer…read moreservice at the George Bailey facility has unfortunately added additional stress during my attempts to schedule visits. Over the past several months, I have repeatedly encountered issues with two receptionists, Rachel and Stephanie, when calling to book visits. On multiple occasions, I was told that visits must be scheduled online, and at one point I was even refused phone assistance entirely -- despite the automated phone system clearly offering an option to schedule visits by phone.
One visit was also booked under the wrong inmate, which caused confusion and resulted in me being told I could not attend due to a lockdown. Thankfully, another staff member took the time to look into the situation, discovered the mistake, and corrected it. According to the system records, the incorrect booking had been made by Rachel.
When I arrived at the facility afterward, I shared my concerns with the manager. He confirmed that phone scheduling is allowed and assured me he would address the issue with staff. During this conversation, a staff member inside the office -- who I believe was either Rachel or Stephanie, though they do not wear name tags -- watched and glared at me throughout the interaction, which felt unprofessional and unnecessary.
Unfortunately, this behavior has continued. On a later visit, the same staff member stared at me again as I checked in with another employee. As I walked away to sit down, she stood up and asked loudly, "Can I help you with something?" even though I had already completed check-in. I responded politely, but the repeated hostility has made an already difficult situation far more stressful than it needs to be.
I am certain I am not the only person who has experienced this. Families who are already going through a challenging time deserve to be treated with professionalism, respect, and basic courtesy. I hope the facility will take steps to ensure more compassionate and consistent customer service moving forward.