Heritage Family Medicine

"Who knows if the doctor's are any good, it's impossible to schedule an appointment! I called on 01/14/2019 to schedule a new patient consultation. I was told the doctor waa not accepting new patients at the time but I could schedule an appointment with a nurse practitioner. I said ok and that I'm just trying to get an annual physical since it's been a few years since I've had one. They took all my information, which took about 15-20 mins because they were new and finally told me they could see me on my requested date of 1/31/2019 at noon. I needed my appointment to be for 1:30 and they said they had another nurse being hired on and that they could confirm that switch and call me back later. Here it is 1/24/2019 I I still haven't confirmed that switch. I tried calling yesterday and was put on hold for 10 mins before hanging up. I tried calling back today and was put on hold for 10 mins before hanging up. I immediately called back and was asked to be put on hold again and I said I was on hold for the last 10 mins and they said that I would have to be put on hold again so I said nevermind. I'll be emailing them to cancel an appointment that I'm not even sure if I have or not. You are better off finding another doctor who is accepting new patients and has a staff that can handle their job appropriately and effectively. That's what I'm going to do."

"Hands down the worst experience I've ever had with a doctor's office. We have been patients there for ten years and it went down hill when the practice split maybe five or so years ago. The nurses and folks at the front desk could not be more unprofessional. I've reached out to them five times over the past four months to get something resolved and have not been successful in getting a single call back or any movement towards a resolution. I have countless stories like this from the past few years. I just wish I had changed practices sooner."

"The worst service I've ever experienced at any medical office. Whether under the "Allman Family" brand or "Heritage Family" brand, it doesn't seem to matter. It all began with the crappy front desk. One time the woman behind the counter ignored me when I walked up to ask a question, seriously didn't acknowledge my presence until I got loud with her. After that my wife and I noticed that just dealing with the front desk before and after the appointment would double the length of time we'd be in their office. That's never the case anywhere else we've been. When calling in for re-fills we'd have to call back multiple times because they'd never return a call. Several times when we would get a hold of someone the phone call would mysteriously drop. Their number once stopped working altogether and we had to scour the internet for an alternate number. Today was the final straw that has prompted my review. The nurse called us at 4:30 on a Friday to tell us our prescription was ready. They close at 5pm, and after jumping in the car and fighting rush hour traffic I arrived at their office at 4:50pm only to discover the door closed and locked. I knocked and no one answered. We were already on the fence, now I'm warning others, this place is unacceptable. 1-star because I can't go any lower and leave a review, and because the nurse practitioners have always been nice and thorough, but I'm sorry, their customer service has been abysmal and wasted too much of my time."

"This place is a stone's throw from my home and my new insurance requires that I designate a Primary Care Physician, so Heritage Family Medicine seemed like it could be a good fit. After doing some sleuthing about the doctors in the practice, I settled on one and called to see if they were accepting new patients. After waiting on hold for more than 15 minutes, I was told they were indeed accepting new patients. Great! I asked for the doctor I thought might be a good match for my needs and was told "she's no longer with the practice." Bummer. I was matched with another doctor in the practice (there's only one now, I believe) and hung up. I'm wary to use a provider that I don't know much about. And after looking at reviews on a number of websites, they were lower than I'd hoped. I called again, today, to see if I could change the time of the appointment and give them my heath insurance information. I was put in ANOTHER 15 minute hold and greeted with less-than-amiable customer service. I get it, talking to people all day and trying to work around their problems is not fun...been there done that. But, this is customer-focused line of work, at least tone down the attitude a little bit. Instead of rescheduling, I just cancelled. I found another doctor in Huntsville with a friendly, fast and efficient office staff. And to boot, that doctor has exceptional reviews on Google, WebMD and Vitals. HFM, you're in a great spot, in a fast-growing part of the county. Attention to customer support and relationship development will win you patients, instead of losing one, like right now. Best of luck to you all."

"HFM has experienced a rapid decline in service and customer relations since the staff changed. I am leaving HFM after nearly 10 years. Woman at desk had wrong time for my appointment, after waiting 25 minutes I asked if they could call me with simple lab results as I had to get back to work. The woman told me the if they had time they may call, then rudely stated that she was considering it a cancelled appointment and would charge me as such. I couldn't leave fast enough. There are plenty of other health care options in Madison."