Graybill Medical Group - Melrose Office

Excellent doctors (Luu and others), but an UNBELIEVABLY bad system for phone communication. I'm going to hope they get a better system and try to stick with the good people.

You cannot call the actual office. You get a call center. When you visit the office there is someone there to receive you, and it's always been someone very helpful and nice, but you cannot call that person or the actual building where your doctor resides. It's somebody's failed idea of "efficiency". For my first appointment I had trouble finding the building, and I could not reach anyone there, so despite leaving early I ended up late because nobody could be reached to help me with directions. On a later call they wanted to turn my request into phone tag, and refused to email me instead of calling me back at an unspecified time.

The people were nice enough to help navigate the bad system to help me out, and there is an online portal that looks promising.

I have to give a good rating since I've gotten excellent medical care from attentive people from beginning to end. Hopefully someone remedies the phone system with something that makes more sense. The phone number provided for any given location should go to . . . drumroll please . . . THAT LOCATION ! !

Dr. Luu is the best PCP that has ever treated me. I highly recommend. Very nice office and staff.

I very much appreciate all the positive changes with Graybill. All the MAs, techs, and clerks are super and I look forward to being seen by Dr. Burzell if Dr. Chabala is unavailable.

This is by far the most difficult people to get a hold of on the phone. Whether to get an appointment or results info you will be put on hold for half an hour to an hour just to reach no one after being redirected to the Vista office number. And this happens no matter what time you call I've tried calling mornings and afternoons there is nobody there 9/10 times. If you somehow manage to get someone on the phone do not let them hang up I swear these people have no customer service available for patients. I even call them back less than 5 minutes after they call me and leave a message asking me to return their call while I was at work and I get put on hold for half an hour. Make it make sense. At least provide a direct number for me to call back instead of the call system.

If my kids were younger, I would switch pediatricians immediately. Every time I call I get disconnected the 1st time and have to call again, then they don't answer and I have to leave a message. If call volumes are always so high, they clearly need to increase the staffing to accommodate this. This is the 2nd time in a 3 week period that I have been unable to get in touch with someone at the Vista location to get an appt for my son and end up taking him to urgent care instead.

Don't waste your time with Graybill Medical. First of all, their phone system is a joke. The front desk is rude and has an entitled rude attitude. One time when we went the PA did not explain my son's condition fully to me and I was so worried I spent hours trying to push the referral through so he could see a specialist when it was actually better to wait had I been told I would not have wasted lots of time on the phone. In another instance, Dr. Lu would not see my son who was in a four-car accident a couple of days prior and was in pain when we were ten minutes late for his appt because he had one useable hand to get ready with. I am just disappointed. We can pick any doctor we want with our insurance and I am switching right now. Obviously, Dr. Lu does not care for her patient's welfare or she would allow her schedule to be a few minutes behind to see a hurt patient. Instead, we wasted 20 minutes at the office to be told to go to urgent care because she wouldn't see us. Highly unprofessional and very uncaring. When someone is in pain an exception could be made, I get it if it was a routine visit but when we said he had trouble getting ready because of pain maybe have a heart. Also, the patient just got ready and drove to your office wasting an hour to be told to go to another office and wait for hours when they don't feel well because they are hurt. My advice: If you have a choice go to another medical practice.

Long hold times on phone. Hour or more every time I call. Hour wait in waiting room for kids sports physical. If your time is important, find another medical group.

Avoid this place at all costs. Logistically this company is a nightmare. The receptionist wrongfully charged me a $100 because she was incompetent and I’ve been waiting over 6 months for a refund. The Doctor I saw was trying to siphon as much money out of me as possible because the VA sent me there for community care. Other than that he was fine.

No customer service what so ever. I called to book an appointment and they dont have any male doctors. Switching to a better medical center soon. Wont recommend due to poor customer service.

Horrible, wish I could leave no stars. If you have tri care don’t bother trying to get a referral or anyone who cares about you health problems here.