Customer ReviewsforExpress Care Urgent Care Centers

This place needs to be cleaned. Floors are dirty, registration counter is dirty, bathrooms are dirty. No one cleaning chairs in between patients.

Thank you for bringing this to our attention. Your concerns will be addressed immediately.

Good Morning Tiffany,

Thank you so much for your feedback and I apologize for your experience. We are in the middle of hiring a new cleaning company due to the cleaners not exceeding expectations, which you have experienced during your visit. Our new cleaning company will be starting within the next few weeks and we expect the location to look a lot better.

Regards,
Amy B****
ExpressCare Urgent Care
Property Manager

My family and I visited the Owings Mills ExpressCare center. After checking in at the front desk, my family and I waited 3 hours on Sunday January 16, 2021, for someone to call us. Once the representative called, I informed her we were on our way in. A few minutes later, the same young lady called back and said that she saw an appointment for us at the Eldersburg ExpressCare and asked if we prefer to go to Eldersburg. I told her we prefer to go to Owings Mills. She then said, "Well you have to come in now". I responded, "We are coming now!". Two minutes later, I believe the same young lady called back and said, "You told me you were here, so I cancelled your appointment, and now you have to go to Eldersburg." I explained to her I was not there but 5 minutes away. She asked me why I said I was in the parking lot. I never, ever said I was in the parking lot. I had no motive to tell a lie. I was there and previously asked how long we have if we leave to return and, at first, I was told 15 minutes. I was not feeling well so I knew I could not wait hours in the car to get tested. The young lady said there was nothing she can do and proceeded to say go to Eldersburg. I told her I'm going to come to Owings Mills because I have been waiting for hours. After arriving to Owings Mills, to get clarification, I asked the lady at the desk (which was much nicer and customer friendlier than the young lady I talked to over the phone) how long did I have until I was called to return, and she told me 20 minutes. I explained that the representative called at 2:33pm and it was now 2:39pm. She politely asked for me to wait while she talked to the young lady I spoke with over the phone. The young lady came out and as I proceeded to explain, she cut me off and she yelled, "I'm not seeing you today. You told me you were in the parking lot and I looked for you and you were not there. If you did not say that you was in the parking lot I would have put on the timer and gave you 20 minutes to arrive. But you didn't. So now you have to go to Eldersburg!" I explained to her I never said I was in the parking lot. She cut me off again and said, "I will not see you today, have a nice day." I ask to speak to a manager or a higher authority and she said she was the manager/higher authority. I then asked to file a complaint and was told "go online" with an attitude from the young lady. I sat in the lobby to see if I could contact customer service there but was told that I could not sit in the lobby and there is nothing I could do. Before leaving, I told the young lady she was not right for treating us this way. She responded with "Oh well, you shouldn't have said you was in the parking lot." While walking out, (I believe it was the same young lady but not completely sure) I heard a lady say, "Take your ass to Eldersburg, bye!" I called back to ask for the young lady's name and she said with an attitude, "My name is Monique". I asked for her last name, and she said, "all you have to do is say Monique from Owings Mills". I am not sure why Monique decided to treat my family and I this way that day. I am desperately hoping the treatment we received from her that day was abnormal. Monique's actions were not a profitable asset to ExpressCare's service and standards with us that day. Monique's lack of compassion and courtesy makes me question why she is in a field to help people. I am writing this complaint in hopes of an apology from Monique and proper training when dealing with customers.

We would like to apologize for the unsatisfactory treatment you received from our staff during your visit. We do not take these issues lightly. This matter will be investigated. Our employees will be educated on the importance of treating all of our patients with great care and to conduct themselves in a professional manner at all times. We thank you for reaching out to us regarding your experience.