West Hartford Family Medicine Center LLC - West Hartford, Connecticut

Mo Drews

This is the absolute worst customer service I’ve ever had since moving to Hartford. I had an appointment with these people, called there earlier this week to confirm, and the automated voice service picked up and said they were closed. Call back again and waited for about 5 to 7 minutes finally somebody picked up the phone and confirm that my appointment time was at the time that we scheduled it to begin with. Called on the day of the appointment and the offices are closed again. Called back three times and their offices are still closed. Call back again speak to the operator and I was told- oh well they’re on lunch (during the time they scheduled my appointment) and then the number is sent to a different hospital number. Finally I was transferred to I guess is the actual receptionist and was told- oh yeah you do have appointment at 1 o’clock but if you’re going to be 15 minutes late, then we’re going to have to reschedule you. Well the address was wrong, operator says that y’all were all out to lunch, and your and automated voice service says the office is closed- when they are actually not. The operator didn’t know what she was talking about -spoke to her multiple times- and then you had your phones picked up by a different hospital. Damn shame, and so you have wasted a good 20 minutes of my time and I got off of work for this. So if that’s how you treat your customers especially new patients, this place should be close down for remedial training. I gave this place one star because I had to choose at least one. Thankfully I'm a veteran and I can go the VA clinic.

David Batch

I walk up to the door at around 3:15 for my 3:30 appointment for a physical that I made months ago. The door is locked so I call the number posted on the door. I am on hold for 25 minutes, I try knocking several times. Finally, someone picks up at 3:40 and tells me I do not have an appointment after I give her my name. I say "I received the text reminder you sent last week and confirmed." She says "Oh, yeah, everyone gets those...." She then says the office is closed anyway, but she will see if the doctor will see me even though they are closed. I am back on hold. She comes back and says the doctor will see me. I walk in and there are no other patients and not one of the 3-4 office staff are on a phone (why was I on hold for 25 minutes outside the locked door?) She brings me in to the room and tells the doctor has a call and another patient to see before me. I remind her I had a 3:30 appointment and it is now 3:45. I wait and wait and wait.

It's 4:22pm, I haven't been seen yet, so I leave - 52 minutes after my 3:30 appointment. I tell the receptionist I need to leave because I still haven't been seen and she says "Fine, I'll cancel it." No apology or attempt to have me wait.

I have only gone to this office for about a year and I am already done with them. Multiple issues even before COVID: It's impossible to get in touch with anyone, messages are left with no returns, and the office staff are rude when you finally do get in touch with them. I went 2 weeks without my daily heart meds a few months ago because they put the wrong Rx in with CVS then they wouldn't pick up the phone any time I called or CVS called, wouldn't return my messages or CVS's messages, and said they would refill it multiple times and never did. I had to physically walk into the office one day to get them to do it.

Chuck Wang

Called the office to make an appoint for suture removal yesterday. Waited over 20 minutes to hear from front desk. I was told there is only doctor in office, and my appoint is possible in January 2021. But my stitch has to remove in 14 days. I explained to the lady, and she turned off my line.

Caroline Centeno

The fact they get 3 stars are because the physicians are awesome!!! But the admin and the customer service for the desk is Horrible!! To get in touch with them for example, I called Monday left a voicemail and it’s now Wednesday, by the grace of God my kids aren’t sick or seriously hurt because I wouldn’t be able to even get in touch with anyone ! I also once came to appointment it was super busy that day and the receptionist was dealing with a patient that was taking so long once it was my turn the receptionist hit me with 15 minutes grace period however all my time was wasted due to the fact that their is a lack of understanding and unprofessionalism at the front desk I was so upset I had my 12 month old and just felt like crying because I didn’t have the time to go through rescheduling and taking more time off work. Like I said the doctors are sweet and awesome but at the reception desk or getting in contact with the office is Mortifying!!!! I would say do your research and find care which is fluent with answering calls and reaching back out to you!!

Update 1/23/20

Still never called back

Shaily De La Cruz

Excellent

MIGUEL COITINO

Timothy Jensen