I’ve had a few issues with this place. My primary moved away last year so I needed a new one and ended up here. While I’ve liked my PA at Optum, everything else involved with this organization is god awful. Do you need to call this clinic for some reason? Good luck. Do you need a prescription refill? Good luck. Do you need a referral? Good luck. Do you need to see a doctor for some reason in a timely manner? Good luck. I understand that Covid has put a strain on healthcare resources, and I value and appreciate every single person in the healthcare field right now. But do yourself a favor and go somewhere else. This office can’t even be bothered to answer a phone or return a message, so I’m going to put my health in the hands of someone I trust. We have to have faith in and trust our doctors with our lives, we have no choice, especially if we have chronic conditions that require routine care. I would suggest going here only if you don’t need anything more than a routine physical. Anything else is just too complicated for them.

I’ve been a patient here for years but my primary doctors keep leaving. I’ve been trying to establish with a new primary for over a year now. They keep canceling my appointments or rescheduling them for a year from now. Absolutely ridiculous. You can’t even get an appointment with someone else if you’re sick.

What a joke. I've seen more coordination and communication from a litter of kittens. Literally every interaction with them over the past two years has been a catastrophe and they try to blame the patients for it. Tested positive for covid and called to get some paxlovid, specifying the pharmacy I needed it to go to. The doctor on call sent it to a MAIL ORDER PHARMACY instead of the one I requested. Because it totally makes sense to send a medication I need Right Now to a mail pharmacy. Absolutely zero application of their brains. Upon calling back to get this corrected, the person answering the phone tried to blame me for this error. EDIT: See the response? "Disapointed." They can't even spell. Go somewhere else.

Horrible experience from the start! Decided to go to optum for both of my kids. Worst experience for half the year. When scheduling appointments for my kids, the employees don’t bother to mention what location the appointment is going to be at, you show up and tell you your at the wrong location. Multiple times it’s happened and you miss your appointment. Another time we’ve gone, my daughters appointment was at 3:15, we didn’t get seen til 5pm and had at least 7 people that came in after us get seen and kept getting told we would be next which we weren’t. The person at the front desk told me it’s my responsibility to remember what days the doctor is at certain locations. Horrible experience, it’s a complete mess and we’re finding a different clinic to go to. Do not recommend this to anybody.

I was personally charged and forced to pay for what was supposedly a covered annual visit due to the billing code my doctor used. This was not resolved after multiple attempts to dispute the charge despite my husband's annual visit being covered. This is all the more frustrating considering my doctor was useless. She didn't take my concerns seriously and didn't even put in the prescriptions she said she would. To add insult injury, my husband just had a new patient visit with a different doctor's office where the doctor actually cares about her patients, and the bill was literally a third of the price that I had to pay to be ignored by the awful doctor here. At least I now know where I can go if I actually want to get real care at a price that won't bankrupt me.

My primary physician left and first “new patient” visit they could get was 6 + months out. I can’t even get in to see someone if I am sick before than. Horrible!!

Every experience I’ve had with Optum was unfavorable. The front desk staff are apathetic and unhelpful. Apparently, you have to “meet with” a PCP before they can do an annual. When I asked the CSR what that entails, she responded with “I don’t know.” Really, Optum? Your staff doesn’t know what that looks like? I’m sure I’d have to pay a fee just to meet with a physician without getting my annual at the same visit. Furthermore, Optum never reached out to explain to me my MRI results, so they’re terrible at communicating with their patients. By choosing Optum, you are doing yourself a GREAT DISSERVICE. I need you to take my warning and visit another clinic who values patient service.

My daughter's primary doctor was very negligent when I brought my daughter into see her twice in one week. I knew something was wrong with my daughter and her primary doctors Patricia Engleman felt that all that was wrong was anxiety and maybe she had some kind of virus that she was getting over. She told me to send my child to school that she was fine and healthy. My daughter ended up in the ICU diagnosed with chronic kidney failure. In December of 2021 I took my daughter to see this same primary doctor, because she had swelling in left leg. All that was done from her primary was blood work and then passed her onto others who diagnosed her with high cholesterol. I feel if this doctor was more thorough we may have been able to avoid my daughter having heart failure when we took her into the ER on September 30 2022. My daughter went through so much to feel better. She had to go through some intense dialysis for two and a half weeks. When she started dialysis she was 97kg and now she is 67.5 kg. All that intense dialysis and being terminal when we took her to the ER could have been avoided if her primary Dr. Engleman took more time with her patients and actually was more thorough. This doctor needs to go back to school or just stop working in this line of work. She is a pediatrician and should know signs of kidney failure in kids.

Horrible experience with triage nurse she FAILED to call in my prescription on friday, had no meds. SHE was rude and unprofessional, did not change her gloves after petting a dog in the lobby then proceeded to handle my paperwork and stuff. Called her on not changing her gloves and she got a bad attitude towards me. She deliberately did not call in my prescription!!! Called several times about prescription before office closed and NO ONE HAD THE PROFESSIONAL COURTESY TO CALL ME BACK. … is that wonderful patient care ???? Got a msg with a number to call, no one answers ‘ guy says hello this is Bob, sounds like dating service. SO UNPROFESSIONAL!!!!!

Last time I came here, I believe about 2 years ago, I expressed concerns about my lethargy and sleeping habits in detail. You want to know what the sounding advice I got was? Get up earlier and drink coffee. Want to know what the actual problem was? Complex sleep apnea. I was a patient ever since I was a little girl when this was Lovelace, then ABQ health partners, my primary, Dr Kasemsap, was incredible. Ever since I became an adult I can’t ever find someone who was as attentive and concerned about finding a solution as she was, and now I’m just scared to come back after graduating from UNM since I can no longer use their student health and counseling center.

My daughter's doctor is at this location and TWICE I've tried to call to schedule an appointment and was in hold for over a half hour and finally gave up. This last time, while still on hold, I left WORK to go in person to try to get an appointment. They had no idea I was trying to call.....this NEEDS to be fixed or we will be finding a new doctor!!!

We called today regarding heart, chest, digestive maybe pains. So the call goes to some person that then emails the actual facility with your medical issues and you wait and wait and wait while their facility website shows less busy than usual. I have the screenshot. This is unacceptable, particularly for a chest pain or uncomfortable feeling around the heart. It's no wonder people die at home alone while waiting for a call from hours ago. All these medical facilities should be shut down if they don't make contact soon after a medical call. I'm looking to call Presbyterian for a new insurance and new medical care tomorrow. I'm with Humana. Good luck here.

I’m torn because I really like my doctor here but we have had repetitive problems with the billing department at Optum. An annual physical was billed as an office visit because I “had already had one in the last 365 days”. They didn’t believe me when I said my insurance allowed per calendar year, nor exact days. My insurance called them and they didn’t believe my insurance rep, they hung up on her. My insurance rep informed me the code they listed was for a health problem I haven’t had or discussed with a doctor in more than ten years. They are dishonest about the billing process. We have had similar billing problems in the past with another physical appointment and they kept giving us a new reason they billed it the way they did after we resolved their previous reasons. We’re headed to another doctor’s office.

The Lab took forever and lots of ppl were waiting to get blood work done. It just took forever to finally get seen. The rest of my visit was great!

This company is the worst. For six months I’ve been told the “panels” are closed to new patients despite the provider themselves telling me there are openings. If you miss a call from said provider and have to call the main number- you are immediately told there is nothing available -seemingly without a person even checking. In fact the person I spoke to told me they can’t even see schedules. You’re taking your life into your own hands working with this place. Totally incompetent.

My mother has been with Optum since they were Lovelace! Now that dr's are retiring & patients are shuffled around to a different Dr, TWICE! My mom is still waiting on medication she should've received last week! Medication that will cause her to be sick if she doesn't receive it soon!! What's up with this place! What they're doing is abandonment. No phone call for any explanation. Ridiculous! Need to treat your oldest customers with dignity & stop assuming the worse in people during 1 visit!

Terrible customer service. Says they will get back to you/contact your pharmacy/ do something and never do. Then you end up on hold for hours. Also, they cancel appointments after you have been waiting months to see someone. Go somewhere else.

My mother had problems with the Montgomery Clinic. She often could not get seen by her provider in a reasonable time. (The average wait to see her provider was 2-4 weeks.) In those instances, we had to take her to Urgent Care or the Emergency Room. This put her in an unfortunate cycle where the Montgomery Clinic told her to Go to Urgent Care or ER only to have their staff criticized her for being in Urgent Care or the ER - nevermind the fact that sending her to Urgent Care or the ER took resources away from other patients who needed the help. Regarding office staff: I dealt with staff from this office who showed no consideration for how circumstances change and did not practice good customer service skills. In one instance, the person who answered the phone said they had just seen her a few days ago and she was fine - (ignoring that a person's health can improve or decline). On another occasion, I returned a call from my mother's provider only to have staff tell me that the provider had not called me, let alone left a voicemail on my phone. (I still have the voicemail on my phone that clearly indicates it is from the provider.) My boss would write me up or fire me if I had such poor workmanship. I tried reaching the office manager hoping to get some help for my mother, but never received a response. (The office manager could have addressed my concerns without violating HIPAA.) I am appalled at the lack of professionalism from this office, and will never get my care from here.

They never notify you if your appointment is cancelled. They don’t send you a reminder if you are coming up one your yearly physical/appointment. My husband was dropped by his doctor because he didn’t come in for a year while they were closed during covid. That literally was out of his control. I had seen my doctor multiple times in 2022 but because I hasn’t had a “physical” appointment within 12 months they stopped prescribing my medication. I couldn’t get a “physical” appointment for 3 months and went without my daily medication for months due to their weird “system requirements”. A whole year later and my hormone levels are still not where they should be. It took me years to finally get my levels where they needed to be, and it was all ruined in 3 months due to their horrible system. I wish I could explain how much this has effected my mental and physical health over the last year but it’s very personal. On top of that, I recently called to verify my appointment was still set up, and was told that it has been cancelled because I doctor left their office. No one ever called me or told me that my appointment was cancelled. Luckily I got an appointment elsewhere with a new doctor, but I’m very disappointed that no one told me and I had to find out on my own. Thank goodness I called to check. It honesty threw me into a slight panic attack because I worried I would have a repeat of 2022 and not get my meds again. You have to be your own admin when it comes to optum. Avoid this place.