My family enrolled in November after being told the clinic would be opening at that time. The opening date was repeatedly delayed, and I was not proactively informed--I had to follow up multiple times myself. The clinic did not open until February.
During that period, we had two virtual visits and received flu shots. However, the clinic was not fully operational, and we were never scheduled for the physical exams we specifically requested for our family, despite asking to be contacted when the clinic opened.
Communication and follow-through were ongoing challenges. I frequently had to reach out for updates, and did not consistently receive visit summaries or clear next steps after appointments.
Billing was also an issue. I had to dispute charges while the clinic was not yet open, and later received an invoice for April despite not agreeing to continue membership and without any direct communication.
After I reached out to dispute it, the invoice was removed and my account was closed. While I appreciate that resolution, it only occurred after I escalated the issue. I had previously asked to be contacted when the clinic opened so we could schedule physicals for my entire family, but I was never called. Instead, a general email was sent, and no one followed up to coordinate care--yet billing still moved forward.
In the final communication, the responsibility for the billing situation was placed on me, which did not reflect my experience of needing to repeatedly follow up and not receiving direct communication as requested.
I enrolled because I was looking for a primary care provider for my entire family--someone accessible, organized, and able to support all of us, including my autistic child. Instead, the experience was stressful and required constant follow-up on my end, which added more work rather than support. At no point did I feel supported as a patient or as a customer.
Thankfully, I have since found a new primary care provider for my family in McKinney. While it requires a longer drive and higher cost, the level of communication and service has made it worth it.
Overall, the level of communication, follow-through, and customer experience did not align with what was initially presented.
If you are considering this clinic, I would recommend ensuring all services, timelines, and communication expectations are clearly defined and understood before enrolling. read more
