M. Bradley Calobrace, MD, FACS

★ ★ ☆ ☆ ☆ 2.0

May 17, 2024

Today is the last time I am visiting this place.
I booked an appointment for a small service for 3:15PM this afternoon. I checked in with reception early and waited.... 3:15 rolled around and no one came to get me, yet everyone else in the waiting room was gone. So I waited...3:25 rolled around and there was no sign of anyone.
None of the employees came back to let me know they were running behind.
So, instead of sitting and waiting indefinitely, I went back to the reception area to make sure they didn't skip over me or something. Now, I have to add that the tardiness from this spa has been consistent the last 5 times I have visited them. One appointment I waited almost an extra 20 minutes.
I have let this go in the past because I understand that businesses often run behind,...but every single time?? I should also note, that each time they were late, they never acknowledged or apologized for it.
So off I went to reception to check in again.
They didn't like me doing this.
So instead of apologizing, one of the staff told me "oh it's ok, it's ok" as if I was the one running late for the appointment. I then told her, I had a 3:15 appointment and the nurse I had an appointment is late. Her rude response was, "it's only been 9 minutes, do you want to be seen or not?" Then she went and got the nurse who was supposed to see me.
Now the nurse comes out from the back and starts repeating what her co-worker said: "it's only been 9 minutes".
Then when I go back with the her, she closes the door and condescendingly says, "I'm sorry you're having a bad day." I told her I wasn't having a bad day and that I was supposed to be seen at 3:15 and they have been late every time. She starts getting snotty with me and repeats to me over and over "do you want to be seen or not"? I explained that I know places run behind, but this isn't a doctor's or dentist's office, it's a spa. The employee gets angry and tells me that she has a doctorate and that she's Dr. so and so. I never said anything about her education level, that was irrelevant and what a weird, over-the-top response.
At this point, she is really irritating me with her attitude acting like I'm the one with the problem. I really think she wanted to argue with me.
I can only assume,they must have other customers complaining about tardiness. I kind of got that feeling the way both of the employees jumped to the defense so quickly and started parroting each other's words. I didn't want to make a scene or upset anyone, but it's clear now that they employees were stretched and they were taking it out of the customer (me). Let me ask you this: if I were consistently late (9 minutes or more) for my appointments, don't you think they would be annoyed with me? Maybe they would even cancel my appointment?
It is not the client's fault that you are overbooked, understaffed, whatever, so you should not take your frustration out of them.
I can't recommend this place because of the way I was treated today. Why would I??

S. Johnson — google_place

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