I visited the MinuteClinic in Castle Hills on Sunday March 21st for an Ear Wax removal. After arriving and checking in on the automated system, I was displayed as the next patient. After almost an hour of waiting, someone named Karen Architect finally came out of the room to receive me. I was surprised no patient came out of the room as it was during working hours and after the listed lunch hour. When I entered the room, Karen began asking me what I was there for, I shared that it was for an ear wax removal. She mentioned I probably don’t need it, before even checking anything whatsoever. I explained that I was having some muffled hearing and thought maybe that was the case. She mentioned that I should go visit a primary care physician instead, which I thought was a bit strange. She mentioned she has her own practice nearby and that I could go there, as she is seeing patients one by one since a few months ago and it is safe during pandemic. Again, I thought this was strange as I was there for a visit to this clinic and it seems odd to be referred to her private clinic for the same check-up that I signed up for. She asked how long I had been experiencing muffled hearing, I stated that for almost a year. When she asked why I had waited so long to come in, I shared that actually I had attempted to come to this same clinic six months ago, but I was displayed as the next patient and waited 1.5 hours and nobody ever came out for me so I left. She said “That happens, those displays are never accurate”. After a few minutes of asking me if I had a temperature (also weird, just check!) and my height and weight etc. She checked my ear with the otoscope, she said I didn’t need an ear wax removal and that she would not proceed with the clearing. She then began typing on her computer for about 5-8 minutes. My diabetic mom was waiting for me outside of the room, and at this point I had been there for over an hour and a half, and needed to leave so she could eat. She hadn’t said anything to me for some time. So I shared “I’m sorry, I really didn’t expect this to take this long and I have to leave. Am I all done here?” For some reason this made Karen Architect completely lose composure. “Well I’m going to be typing for a while so you’re going to have to wait for that and they you have to a hundred dollars” - this was said very loudly, almost screaming at me. I asked her what I would have to pay for since no service was performed, and she said it was “for me to look at you” I said “I think that’s very odd considering I didn’t need anything and I spent an hour and a half there once again for poor customer service and no procedure”. This completely set her off. She stopped typing by slamming her hands on the computer and turned and looked at me and got near my face and started calling me names “You are such an arrogant person! I didn’t have to see you, I had other patients and there is a line of cars out there waiting for me!” I responded, “Calling your patient names just proves my point that it is bad customer service. And nobody came out of the clinic before me and I was actually the next patient on the display for 45min” She again loudly stated “I have another job, you aren’t the only patient!” After calling me arrogant and then responding that way, I stood up to walked out and look for a manager. She said “yeah get the hell out of here!” As I opened the door, with my mother outside in the waiting area, she said “Jerk!” At this point I turned in disbelief to record Karen on my phone, I couldn’t believe she was behaving this way, and I said “Excuse me?” While holding the door open. She repeats “Get the hell out of here!” And pushes my hand off of the door and my back through the door. I walked with my mother out to the car, she was very started and was demanding to go back to confront Karen. In the parking lot, I decided instead of returning, to simply call and ask to speak to the manager. Jasmine, the assistant manager said I will get a call back from Carlos the Store Manager. I hope something is done to address this issue when he calls.
by Robert
xxx.xxx.199.238
March 21, 2021
