The elderly woman that answers the phone, bless her heart, is not very knowledgeable about phone numbers, and somewhat hard of hearing. She was supposed to take down my number for a nurse to call me back and after a week of not hearing anything I called to see what was going on and they advised they called the number given and was not able to reach me. I assured them I never got a call from them and they repeated the number that was given to them by the elderly lady and it was WRONG. The next incident is today where I asked for some information, but come to find out the information she gave me was wrong. I assured her that information was there since I’ve spoken with staff months prior that was able to give me the correct information. The elderly woman continued to deflect instead of owning up to the fact she wasn’t too knowledgeable on the matter which was just to find a certain number I needed. I asked her if she could find someone to help or just have them call me back and instead of helping she continued to deflect and try to send me on a wild goose chase. Bless her heart, taking calls isn’t for her. This matter I need help with is too critical for someone at the front desk to not know what they’re doing.

I love my dr. That’s about it. Good luck calling. They won’t answer. Or they will and then immediately hang up. I left a complaint. Received a call from the manager with some excuse about their phone system. No. This has been going on for years. I’m over it. Everyone else seems to be over it. I’m switching insurance plans. I’d rather pay out of pocket than ever deal with this office again. I mean I really shouldn’t have to drive up there every time I need something. Then get attitude about why I didn’t call or email. Emails? Nah. They don’t respond to those either. I have never left a bad review for anywhere until now, and that’s after years of being hung up on and attitude from the staff.

I can NEVER get anyone on the phone when I need them. I will call early during normal business hours and the message says they are closed. I will call later and be on hold until their phone disconnects me (usually after a minute and a half of holding). I usually don’t get someone on the phone until late in the day and by then I’ll have been suffering all day. Then they can’t usually get me in for DAYS after that.I had a doctor here who tried to tell me (after I hadn’t been to a doctor in years) that if I came in with too many issues at once I would use all my husbands benefits and he wouldn’t have any left by the time he got out.... WHAT?!The people at the front desk are rude. I went in while no one else was there one day and the 2 people at the front desk, were just talking (gossip) and ignored me standing there, I finally had to “interrupt” them so I could get some assistance.

Only giving 2 stars because I love my doctor. The lady at the front desk gives me attitude EVERY TIME. She asks every detail of why I need to be seen, why I cant come this day or this time, why I need to call back, etc. Literally every detail. She is not a doctor or medical professional, she does not need all these details. I absolutely hate calling because of her.

You would think the receptionist would have better manners working with people on a daily basis but they don’t. They are more worried about gossip and talking badly about others than they are about getting patients checked in and taken care of in a timely manner. I’ve been going there since they opened up and nothing has changed. It’s so sad to see those ladies be more focused on drama than patients waiting to get checked in. They are also so rude and unprofessional when it comes to dealing with patients. I’d recommend going elsewhere! It’s not worth the headache.

I was given short notice that I needed a physical for my college. The lady on the phone said there were no appointments for a month out. She called me back and told me she pulled some strings and was able to get me in the next day. This is by far the best service Ive had at an army medical center.

Worst clinic I have ever been to... the receptionist here are so rude and disrespectful, I hate calling and getting hung up on, ignored or yelled at for a question. I never can get a straight forward answer, it’s always different. They always are making excuses as to why they can’t do something for you. Needed a referral for a specific doctor and they refused to send it to where I needed. No one at this clinic is professional, it’s horrible.

I NEVER leave bad reviews. I want to start by saying Dr. Bybel and her Nurse are AMAZING, they are smart caring and work very hard! I work in the medical field and understand that things are difficult at this time but the front desk staff here are the most unprofessional I have encountered. I have dealt with them numerous times for my son. They always are rude, passive aggressive, and even sound a little uneducated at times when they speak. They have lost test results and fax from referrals. I called approximately 4 times in a row and they continue to hang up on me as well. Over all unacceptable and sad that people are referred here by Tricare. I would rather pay out of pocket for my sons care.

Im so sick of dealing with this place. All of the staff always speaks to you with an attitude like all of the miscommunication is your fault when its not. Everytime I talk to someone I get different answers. I would go into detail but a lot of it is obviously personal information. I once was for some reason put on a 3 way call with the receptionist and some other woman who must not have been aware that I could hear her because she continued to talk to the receptionist like I was a nuisance and she would deal with me at another time. I am an RN however I have never worked for a government medical facility and am new to tricare but I honestly dont know how people put up with this. If I talked this way to my patients I would be fired. Thats how it should be.

Bad staff always rude and dr.johnson is the worst doctor I had ever seen

We had called for the pharmacy and we were told “Call back later in 10min were flooded with customers I cannot do that right now” and that’s not the only time we’ve witnessed the employees act unprofessional, would highly recommend not going to this clinic.

Dont appreciate not being notified that my appointment was canceled. Drove there to find a sign on the door saying it wouldnt open until 11. But, front staff, wait times,pharmacy are usually pretty good.

Absolutely the worst facility for children! Called to see if I could do a walk in since I had to pick him up from school. Told them he had a cough and congestion with no fever. They wouldn’t see him unless he had a COVID test done first. DO NOT GO HERE!

FRONT DESK STAFF NEEDS TO BE REPLACED. NURSES ARE SEMI RUDE.

Only giving one star for my doctor but literally everyone at the front desk can get fired…that’s all.

The worst medical facility I’ve ever been to, bad customer service and they are rude all the time

If I could give less than one star, I would. I was referred to this medical home by tricare, who wont let me pick my own doctor. I made an appointment online over a week ago. I had no choice for an earlier appointment. I get a call this morning while I am asleep and this ratchet woman who can barely pronounce the simplest words leaves me a message to call them. A few minutes later I receive a text and an email that my appointment was canceled. What the hell? I try to call them and it says all team members are busy. Then it hangs up on me automatically after exactly 1 minute and 33 seconds four times in a row. This place, like other reviewers said, is hot garbage and needs to be bulldozed into the ground. Its not worthy of being called a health clinc.

Worse clinic ever,Doctors are horrible. No communication. Im still waiting on my X-rays results and found out my Dr don’t work there anymore, counter told me that the next Dr will give me a call to talk about my results still waiting on it.

People want to at least feel that the people that are here to help us with our health concerns actually care about our health concerns. You call they let it ring forever and hang up or get on the phone with attitudes. Was told over the phone I was talking to the nurse and then found out I was not after showing up physically. Extremely rude staff. I see the reviews and I understand why. Very dismissive and short. Lots of passive aggression. The doctor is pretty good so far but the front staff may need some hospitality training.

I had an urgent request and they were quick and very patient. Thank you so much for your help.

The front desk is extremely unprofessional and rude. Every time I call someone either hangs up in the middle me of me talking or I just get an attitude for no reason. I’ve honestly brushed it off in hopes they would hire new staff but since it’s happening so often I figured it was time to leave an honest review.

Horrible and unprofessional customer service in the front desk area!The doctor excellent, nurse and pharmacy excellent customer service!

Called multiple times to cancel my wifes appointment, kept getting hung up on. They need to learn to answer the phone instead of ignoring it. I wish it was staffed by soldiers and not civilians

I covid seen for patients with chronic pain management. I quarantined Myself for 7days minimum. I only had signs of covid due to severe dehydration and having little body mass. My results came back negative and they refused to serve me and my child. Yet I seen patients who had covid tests pending yet those patients were roaming the clinic with no mask! West Killeen staff are untrustworthy!

Shame on you Fort Hood and West Killeen Medical Home. I guess it is ok for you to turn your patients away and not even offer a virtual visit. Two weeks waiting for an appt and you turn my daughter away even with a negative covid test. The only reason she had a COVID test done was to be in the safe side. The only symptom she had was chest pain which she have been experiencing on and off even before COVID. Healthcare providers refusing to see patients. You turn my daughter away, but let your clerks sit on their desk with their rude attitude and without wearing masks and then have the nerve to tell me you are trying to protect your staff and are following CDC guidelines, the same guidelines for which your clerks must be wearing masks! Double standards!!

Loosing forms, doctors constantly come and go, have been waiting over a year to be treated for one condition, still have not received my uploaded documents from old health insurance. If tricare wasnt beneficial i wouldnt go here.

I love the doctor my kids & I have. But the receptionists are so rude. I came in to make an appointment because I was nearby & also because over the phone they act as if they never understand what I need. Then the day of my kids appointment they call me that morning to ask if I still need the appointment. The way the receptionists deliver a conversion makes me not want to come.

I have never had any problems with the reception.

Nice facility. All of the nurses and doctors I have came across are absolutely wonderful. There’s one lady at the front desk who is very rude..all the time, every visit. But besides that, great facility!

Lack of professionalism, lack of care, lack of courtesy. Steer clear of this place, you’re better off.

I just switched to a different clinic for my daughter just now. This clinic was supposed to call me back to schedule my daughters ultrasound for her head. I gave them till after Xmas to give me a call back. Mind you, this call was made on the 17th ofDecember. Still I haven’t heard from them so I tried calling them today and the machine kept saying someone will be right with me until it said no one is at the desk and to leave a voicemail. If this was just a regular appointment I wouldn’t be as upset (which it shouldn’t matter of the situation), but I have a referral for an ultrasound which isn’t a simple check up. They definitely didn’t care enough to give me a call back for something serious.

Worst clinic I’ve ever been to. I rather go to the ER then to come to this clinic. The receptionists talk to you rudely and make you feel like an inconvenience or that you’re bothering them. The nurses seem pretty nice. I see a different doctor every time cause my primary doctor is “out.” I haven’t seen him since January. For a military establishment, this is a disgrace. I always go to Seton ER In Harker Heights, they’ve always treated me nicely.

Always been treated good. The Drs are thorough and fast.

I do agree with what was said about the staff, but let’s be clear it is not everyone there, for the most part it’s one person that makes the whole clinic look bad. The service is awesome and my PA is awesome. I have learn to just ignore the one person that is ignorant, and it makes my visit smoother.

Recent wait times havent been as bad or as difficult. I love my doctor and her staff, I also find the front desk personnel to be very pleasant. Thank you for all you do!

I work in an industry which works with customers on a daily basis. There is away to get a message thought to customers or patients without sounding rude or unwilling to assist. Today I called the office first thing in the morning to get a referral for my eye dr. The lady who answered the phone was extremely rude. I understand things take time to get done, I do not expect things to be done in a blink of an eye. Instead of responding we can submit the request but it can take up to 24 to 72 hours to be contacted. That would of been a polite way to respond instead of maam we cant do that cause its not enough time. Individuals should know how to speak to patients.

Waist of my time! I came 10 minutes before my appointment ( it was dead) and it took them a while to call my number cause the receptionist we’re gossiping then they call my number, I wait an hour just for the doctor to talk to me for two minutes!!!! I came because of my toe and she said soak it then see me in two weeks!!! I’ve been soaking it for three weeks ! Now what do i do!? Never coming here again

They don’t care about their patients. They never have available appointments and they will only give you one available option. They really don’t want any patients there instead they would rather everyone go to urgent care or er. I’ve been assigned to a provider since the moved there but I’ve never see the provider. I don’t even know if my provider is a man or woman. Worst experience with military doctors ever.

I really do love my doctor here but the receptionists are awful. Extremely rude each time I’ve been here and make you feel as if you’re inconveniencing them.

I would give 0 stars if I could. Wonderful doctors and nurses. Worst office staff Ive ever dealt with, unorganized, cant answer a phone or call back when left multiple messages. 10/10 do NOT reccomend if youre actually sick because they will let you die.

Worst drs office ever. Went in for my knee and all the dr I seen did was push down on my knee and said it was because I was overweight. First time I ever went in (same dr.) told me that I shouldn’t eat leftover dinner because I’m “overweight”. All of the receptionist and pharmacist treat you like you’re a burden

Nurses are great. Doctors there (Dr Meads in particular) are very rude when it comes to patients and she down right doesnt care about the patients. She treats her nurses very poorly and is rude with them as well. Dr Meads should be removed from this facility. She is the cancer everyone is referring to in these reviews

We have been with this care team before it moved to the new location. I would not give up our care team for the nothing we love the staff that work here.

Very unprofessional receptionist!