Primary Care of Western New York

"I have been sick for months and I was waiting patiently for my appointment here to help me. When I arrived half an hour early like the paperwork said, the doors were locked and the lights were off. Nobody answered the phone after I stayed on hold for almost an hour. The paperwork they sent me didn’t even have my correct birthday or address. I have never heard of a doctor’s office doing such a thing, it was so ridiculous and unprofessional. I don’t recommend this place to anyone."

"Extremely long waiting time 45 minutes on hold and no one picked up the phone. Left a message and I’m still waiting for a call back. They need to hire more staff to provide help with health related questions and proper customer service in a TIMELY manner."

"Extremely long wait times when calling for an appointment or to try to call to find out why a prescription was never called into the pharmacy which happens routinely! I am currently on hold for over 1 hour and twenty five minutes just to find out why my prescription was never called into the pharmacy! Then I will not really speak to anyone that will know anything and I will have to wait hours to hear back from a nurse. The automated message that you receive while waiting on hold specifically says if you are not feeling well that your first call should be to Primary Care of Western NY! I could drive to Urgent Care and be seen before Primary Care of WNY will ever take the phone call! This will be my last visit and or call to Primary Care of WNY! this is an unreasonable amount of time to wait to have them answer the phone! I was seen by a PA and NOT by my doctor. I was seen for a UTI on Friday and I was only given 3 days of antibiotics over the weekend waiting for the culture results. I was out of the medicine on Sunday night and was not called until Wednesday night (after the pharmacy had closed) to tell me that I did have a UTI infection and that a prescription was being sent to my pharmacy. This prescription was never sent and I cannot get through to anyone to let.them know this. Currently, my symptoms are not going away and I am to leave for a vacation in a couple of days and cannot get my medication!"

"After leaving with an illness, I was told my script would be sent to the pharmacy and it would be ready within the hour. I went to the pharmacy and hour later and they had not even received the script yet. It’s been 3 hours since and still no script has been sent to my pharmacy. I was also not told when I could return to work prior my visit. Poor communication & service through the pharmacy."

"I’ve been on hold for 20 minutes directly after receiving a call from them. Front desk is rude constantly like they don’t wanna be there and take it out on the clients. I’ve asked for the past 2 days for a call back after being on hold so I don’t get charged for an appointment I have to cancel. Not to mention they told me they’d put in an MRI request to my insurance and never even put it in the after visit summary so it wasn’t on any records when I asked them about the status."