I have been here for 1 visit so far and I love the doctor. Hate everything else. My doctor was wonderful and thorough, but the staff is so unorganized. I had lab work done at an outside lab. That fact my results over today's later. I called the office to see if they have gotten them, they said no not yet. I gave it two weeks before I called back. They said they did not get my full results back and they're still waiting for one. So two days later I called quest and they said they faxed everything over two weeks ago. I called this office back and they said oh yeah looks like we got them we're just waiting to see what pharmacy you want us to send the prescription to.. really ?! I have been waiting on this prescription for three weeks. It's a shot that I must take regularly or else I can't function. And they don't call me to let me know my results are ready? If it wasn't for me calling the office and waiting on hold for 10 minutes my prescription would have never been filled and my results would have never been read to me. That's not even the bad part though. Every time you call them it's impossible to get a hold of a nurse or doctor. You have to literally wait on hold for 10 minutes before even a receptionist answers. So after waiting on hold I got did hold of the nurse and told her to send my prescription to South Elgin Pharmacy immediately. I needed the shot. Two days later I called the pharmacy because I still haven't gotten it called that my prescription is ready, and they told me the prescription was sent to elburn. Where do you get elburn from !!! I said south Elgin. overall they are very unorganized and no matter how much I like the doctor, it's almost not worth the headache

This office takes your new insurance and never passes it to the billing department. So DMG has over billed me to the tune of $800. The billing department doesn't answer messages online and when you call and request a call back the line is dead. It's pretty hard to sit on hold for over and hour multiple times when you're looking after small children at the same time. The doctors are great but it's overshadowed by the hours upon hours it takes to correct a fairly simple issue. I don't take my children here anymore and I am looking forward to being free of this company's horrible customer service forever if I can ever get a human being to answer the phone there.

Don’t count on these folks. The mychart is broken. The phones are never answered. The doctors are never available. Don’t even try this place.

Every time I call, I wait minimum 10 minutes to be connectec to recording. Leave message and we eill get back to you. If I hold ,whrn i speak to someone I get transferred to original recording. then you try to bill me when seeing my primary care physician. According to my health plan you wanted I should only pay copay for specialists.

Looking to switch provider. We have been with the same Dr and provider for 18 years. Billing team messed up the charges since It came Duly Health. Billing department is hard to reach and when we reached someone, we couldn't understand the rep and they were supposed to call us bank after their investigation. Heard nothing from them after a month, called them back and they didn't see anything notes about anything needed to be done by them.

I was in relationship with my PCP in Dupage for last 6 years. However its not the same organization anymore. Duly Health and Care no longer allows Patients to OPT for independent services like (Physical Therapy, Imaging etc). I think all of us agree to the business model behind it, however I would still like to choose my service. See attached image with recent communication.

If I could leave zero stars I would. I have been trying to get a hold of the pediatrics department for my daughter for over an hour, I keep getting disconnected hung up on or transferred and then hung up on. My daughter was supposed to be prescribed two inhalers about a month ago and every time I try to get on the phone to talk to a nurse or dr. I can never get through!!!! Ever since Duly it’s been impossible to get on the phone with someone!!!!! This is horrible and unprofessional!!!!!

I regret changing to Duly Premier Medical Equipment for cpap supplies. Rude, ungrateful and customer service is awful. The phone system is pathetic. Orders are wrong; processed and shipped from a third party. My personal info was hacked and why I get scammers calling on medical and health products. Don’t use the back door if you park in back even if it is unlocked. They don’t like it at all. Lazy and inattentive best describes this place.

Waited 6 months for cpap machine after it was in stock went to pic up at drs visit..Didn't get to see the dr my insurance had changed over that time had updated insurance card was still sent away.New appointment a week later I called to see if the insurance was updated no one to answer phone left a message with no replie...

Duly lab is not doing a good job of keeping up with its demand. It's growing too fast. Lab wait times are way too long

The only reason I still go to this office is because of my Dr Siya. She is so personable and ethical . I have been with her for over 3 years . Everyone else on the phone is rude . You call the office phone number and a scheduler will answer who is not at this office , you can never reach them no matter what we tried and this is a direct number on my chart. Duly needs to get better at customer service and phone calls mainly to be directed to the right locations

Completely horrific customer service and care of patients. Don’t bother going here unless you’re happy to call in with a sick child and maybe get a call back the next day. When you do get a call back it won’t be a doctor or even a nurse, it’ll be a scheduler who is completely unable to answer the most basic healthcare questions and won’t provide an iota of advice. God forbid you have a sick child and need to see a doctor. You’ll wait at least three days to get in even when you tell them your kid has a 103 fever or a seriously contagious skin infection. This place is an absolute mess and a complete joke of a doctor’s office. If you expect your the health and well being of your children to be a priority of your pediatrician you’d be better off getting on a plane and going to Thailand. Go somewhere else, don’t waste your time here. And before Duly replies to me saying they’re sorry to hear about this, know that I have shared feedback with executive level employees of the Duly system. Clearly any real patient feedback falls on deaf ears as the standard of care has only continued to get horrifically worse. You are opening yourself to malpractice suits by neglecting your patients and you should be ashamed of yourselves.

Worst customer service experience from the front desk. Chantal was so beyond rude and unhelpful. There is a 15 min grace period I made it in there at exactly 1:15 called prior and they told me to still go and they could ask the doctor. Chantal instead argued with me about getting there at 1:15 and didn’t try to reach out to my daughters doctor and said just because it’s only a well-being visit that she isn’t required to ask. It’s hard to get appointments and when I can and running a few mins behind it’s ridiculous to get made feel that way. As someone in the healthcare field even if it is just front desk you should know how to be compassionate and helpful instead of adding more stress. Terrible service I will not be returning to this location due to Chantal. My daughters doctor is amazing but staff here is TRASH!

I like the practitioner I see but how thing are run is a nightmare. Few people work in person so all their communication is done through messaging. I have a prescription that is in short supply and have to call around to pharmacies every month to find a location that can fill it. Then I have to call Duly and ask them to send a message to my practitioner to authorize transfer of the prescription. Their policy is that this may take 72 hours ... at which time my prescription may no longer be available at the pharmacy. Then im forced to go through the whole cycle again. It is absolutely ridiculous. The pmace is run in a way that has caused me physical and financial harm. Most recently, the wrong date was put on my prescription so i lost a whole days abilit to work because I could not fill my prescription and they did not correct it until nearly the end of their work day after i called 11 times and sent messages via MyChart. This is the kind of issue I deal with monthly and seems to be gross negligence on Duly's part.

Waited 6 weeks for an appointment- which was finally coming next week; to be cancelled by Duly today August 29th . Informed the soonest appointment now is 2 and 1/2 months out......Mid- November.... Not good ! 4 month wait.