Azzi A.
Good care, but a frustrating communication system and confusing staff calls
I’ve generally had good experiences with the actual service here, but the communication setup and administrative side leave a lot to be desired. On the day of my 11:30 AM appointment—and after already receiving multiple text and call reminders—I got a voicemail from a representative named Heather at 8:08 AM simply saying, "I’m calling regarding your appointment, call back." Naturally, getting an unexpected, vague call just a few hours before meant I assumed the worst—that my appointment was being canceled. To make matters worse, their phone system does not use extensions, forcing you to navigate an automated phone tree and wait on hold for a live person. After a grueling 40-minute wait, I finally reached someone who informed me the call was actually to confirm my appointment. Why couldn't the representative just state the purpose of the call in the voicemail in the first place? Having to spend 40 minutes on hold just to clear up a confusing message is incredibly frustrating. Please fix your phone tree and train staff to leave clearer messages!