I have to separate this review into a timeline it seems…read more
Before: Gave them a call to make an appointment for an echocardiogram and a chest x-ray. Got a 2:00 slot on a wednesday, and the x-rays are apparently walk in on a first-come, first-serve basis. I write down directions and I am told to be there at least 10 minutes before. Cool. Very quick, no long wait time, lady on the phone was nice but definitely wanted to hang up quick.
During: I arrive at 1:15p.m. to the directions I was given (Apparently they have 2 locations on the same street, a block apart). I park and put 2 hours worth of coins in the meter (I knew they had a rep of taking long, according to the receptionist who had called). I walk over and low-and-behold a sign on the door reads, "X-rays at Zoe location" (I was on the Saturn St. location). Can you let a sista know next time?A little irritated and too lazy to walk (it was super hot and my neck and back were killing me) I leave my awesome and paid-for parking spot and head to the other location.
I walk in and all the receptionists are looking down not at all greeting any of the people who are there or are walking in. I sign in, and wait about 20 minutes. I get called and I'm like "Yay!" Only to be sent to their second waiting room in the back. Here I check in with them and wait another 30 minutes. No biggie, I took time off specifically for this, no rush on my behalf. Problem was there was at least 6 people waiting with me, in a hallway filled with chairs (not really considered a waiting room). I also noticed that there were three receptionists all whom seem to be very preoccupied: one looking at a movie on her phone while "working," the other was watching the novella on the tv which was meant for the people in the waiting area, and the last was looking at music videos. Hey I don't mind you doing these things while working, but damn out in the open all willy-nilly like that. That's like telling these folks waiting "F, you. I can care less"
Did I fail to mention that everyone here seemed to speak to everyone as if they were zombies. Their tone was so monotone, maybe I caught them on a bad day? The only time I heard a lady with a slight interest in her tone was when she was trying to tell a patient that she never signed in. The patient and her argued for a couple of minutes, only to find out that the patient had signed in, they just overlooked her. But not until they told her it was her fault and they could only re-schedule here at a time that was inconvenient for the patient. Their f*$# up, but she has to fix and arrange a time that works for them? Ummm no.
Okay finally I get called by a gentleman for my chest x-ray. Monotone once again, it seemed like no one had ever asked him how his day was going, because that cheered him up a bit. I get my x-ray done and once again am signaled to sit in the hallway. 15 minutes later a women comes up to the hallway reception area and I overhear my name. I say, "yes that's me" She informs me that my referral for the echocardiogram had an error, apparently one of the codes was off. She had called my insurance office to fax a new one and asked if I wouldn't mind waiting. I said "sure, no problem." It's close to 3:45 at this point. I wait, and wait, and wait, 4:00 rolls around and I heard nothing. No check-ins, no "oh we're still waiting." I finally get the courage to ask (I hate to bug, or complain) and she informs me that they probably won't send it until after they closed the office that day. Ummmmmmmmm okay so you had me wait so I could be told it would not be sent until later tonight. Geez, thanks! She says she'll call me when she gets it. And I leave.
After: Still have not received a call back from this lady. And unfortunately none of these folks had nametags.
Suggestion:
Train your staff on having pleasant customer service. Or treat them better, because they seem unhappy. Your services aren't cheap, so the least you can do is treat people decently. People thought I worked there due to my work attire (I had just gotten out of work) and were asking me questions!