Business ProfileforUrgent Care of Mountain View

I brought my mom, *******************************, into Urgent Care after she had been in a car accident. She had x-rays done and was given a splint, but they wouldn't give her pain medication, and told us to pick up her script at CVS. Mom's pain level was a 10 and she was in tears, but the PA, *****, and her nurse assured us it'd be ready by the time we got there. 45 minutes after we left Urgent Care, we got through the line at CVS, and we were told there was no script called in. Called Urgent Care and was told to leave a message for the nurses and I explained the situation and said I would be happy to wait on hold. I was then told that the PA, *****, had stepped out of the office. I asked why she would be so cruel to leave a 70 year old woman in severe pain like that, and asked to speak with a manager. I told them my mother was crying inside CVS and this was unacceptable. I was told that no one else could call the script in because it was a narcotic. I asked again to speak with a manager and was placed on hold. Someone came back on the line and assured me that ***** would be back in the office in 10 minutes and would get it called in. I asked what happened and was told that she just didn't get it called in and left the office. ***** called back, now an hour and a half after we left and 4 hours after the car accident, and lied to us. She said she did submit it, but her staff had already told us she didn't. She was very rude and said, "Sometimes wires just get crossed." I would like to make a formal complaint against *****, and we would like an apology at the very least, since her lunch break was more important than her oath to "do no harm."