Primary Medicine Associates - Auburn - Auburn, Alabama

Gerri Barnes

After driving 45 minutes to my appointment with Dr. Barlow, I encountered traffic and, despite my best efforts, ended up running 15 minutes late. I called Primary Medicine Associates – Auburn to inform them and check if this would be an issue. They told me about their strict 10-minute late policy and warned that even being just 5 minutes past the limit could mean I wouldn’t be seen. I was advised to try reaching Dr. Barlow’s nurse, but my call went straight to voicemail. I left a message, explaining my situation and pleading to be seen given how far I had traveled and how urgently I needed this appointment.

My husband rushed to get me there, and although I was in significant pain and could barely walk even with a cane, we made it to the office exactly 15 minutes late. We hurried to the front desk, only to be told that Dr. Barlow’s nurse had confirmed I would not be seen, and I’d need to reschedule. They offered a slot three hours later at 2:20 pm, but there was no empathy for my situation. Both my husband and I were visibly upset, but the response we received was cold and dismissive, with the staff simply saying they were following policy.

As I was about to leave, my husband insisted we try speaking with someone else. The office manager came out as I was in tears and reiterated that Dr. Barlow refused to see me because I was 15 minutes late, even though another staff member there later admitted that other doctors occasionally show flexibility. Ultimately, it was Dr. Barlow’s decision to turn me away, despite knowing the condition I was in.

Given the distance, I couldn’t wait around for hours or drive home and return later. Knowing that Dr. Barlow, a doctor I trusted, made the final decision to refuse my care felt like a crushing blow. The lack of compassion from him and his staff was beyond disheartening. I’ve never felt so dismissed and defeated by a place that is supposed to provide care.

I realize I was late, but the rigid and unfeeling response I received was a blatant disregard for a patient in need. The cold treatment I experienced at Primary Medicine Associates in Auburn has left me deeply hurt, and I will never return. I urge others to stay far away from Dr. Barlow and this practice. They failed to provide even the most basic human decency in a time when I needed it most.

Crystal

Need a better answering service for when you’re out at lunch. She tried to sound chipper but wasn’t. If you want new patients and my insurances money, you need to work on your first impressions and your review score.

Erica Shepard

As a new patient, I expected a longer wait time and paperwork. But I did all of the required paperwork before I arrived. They emphasized several times to be there 30 minutes before my scheduled appointment time, so I made sure to be. I waited 30 minutes in the waiting room, which is totally understandable. But after that I was placed in an exam room and had to wait for over an hour and a half to be seen. No one checked in, no one gave me an update. I had to go ask after an hour and was told “it should be soon”. I don’t mind respecting your time and coming 30 minutes early for an appointment, but there is zero respect for the patients time. I am beyond frustrated and will look elsewhere for a new doctor.

Ulrich Morningstar

Been over a week trying to get medicine refilled when it was supposedly sent over a week ago. After calling back and forth haven't gotten anywhere and throw in loops saying things we resend it check back in an hour for it never to happen.

Emily Brusich-McGinnis

My husband and I were both patients of Dr Ashley Lane, we had a great first visit and thought that we were set with a great primary care team. My husband has a fairy complicated medical situation and needs fluids often, we were told by doctor Lane that if we were able to get a prescription from his cardiologist for what fluids he needed she would be able to order them at the hospital. After weeks of being told that they hadn’t received the order, and his cardiologist sending it multiple times, my husband went in person and was met with the incredibly rude and uncaring office manager Beth, who acted like he was crazy for thinking Dr Lane could order fluids and told him they still didn’t have it even though Dr Lanes nurse had already stated it was received. In a separate incident I had to call paramedics after my blood pressure was extremely high and I had bad chest pain, and was told to follow up with Dr Lane. I called the office and sent her a message none of which were responded to, until days later when they contacted friends and family to let them know that I needed to immediately be rushed to the hospital. Even though by that point I was totally alright. After all of this and tons of un responded messages and phone calls we found out that the office manager Beth, had told Dr Lane that my husband had “anger management issues” and should no longer be allowed in the office. None of that is true my husband is one of the calmest most understanding people I know. End of the day there is a reason the place has such poor reviews. They do not care about their patients. All they care about is money and themselves. I would absolutely never recommend this disgusting place to anyone. Beth is an absolutely terrible human being, who will say whatever she needs to be right.

Jabir McMillian

Pretty non-ideal turnaround time, and they certainly don’t do a great job of keeping you in the loop. Did some labs on a Monday almost 3 weeks ago, and haven’t had any updates since then. Called at least 5 times w/o being connected to anyone. They don’t seem to use email or any portal, so there’s no other mode of communication that I’ve been aware of. If you like going almost a month without any feedback or response, here’s the place for you!

Shari Bartlow

I was pleased with my first visit with Dr Lane, however it is nearly impossible to get through via phone. No response to email thru the patient portal.
Pharmacy has faxed several time for refill approval to no avail! I’m at a loss!

Chris Horn

Tried to go in as a new patient. The building was somewhat difficult to find. When I called to make sure I was in the correct place their phones were still off from lunch (1:00) - which was my appointment time. Had to schedule an appointment 3 weeks out. They tried to call to reschedule but didn't leave a voice message so I took off work and showed up to NOT see a doctor. Receptionist had no idea who was available, or when, and didn't even know which doctor I was supposed to be seeing (they told me one doctor's name on the phone, then had a different doctor in their system.) She said I could see the Nurse Practitioner that day, but then realized there wasn't availability. Said I could see one of the doctors the following week and started to set up the appointment only to realize that all the staff were going to be gone for Spring Break. Next available appointment wasn't until the end of the month, which didn't work for my schedule. Next appointment after that wasnt until April (for ANY of the staff). They obviously have too many patients to be able to provide reasonable and timely care, and shouldn't be accepting new patients at this time. And the receptionist I worked with needs more training.