I've been to this location in the past and they have offered competent and compassionate care. Today, however, I was in need of care for an eye infection on a Sunday during a holiday weekend. I arrived at 9:00 am, happy to see the clear signage on the doors that it's open 7 Days a week 8am - 8pm, as I yanked on the door handle. It didn't budge. So I called the clinic's number where a chipper message announced that they open at 9:00 am on the weekends. I thought maybe they were a bit late in opening so I decided to try and reserve my place on-line. That didn't work either, that service was not available at this location. Finally, I looked at the website carefully and saw that this location was closed on Sundays and Mondays until the end of the month. Ug! Yes, I should have read the website more carefully. But when you're sick and grumpy it's hard to read confusing websites. The phone message could have warned me, the website could have been clearer. Why couldn't someone put a couple of signs on the windows? read more

CareWell Urgent Care - confusing hours advertised - Urgent Care Near Me - Cambridge, Massachusetts

How the heck are people supposed to get tested and help reduce the spread of Covid when this place can't get their sh$t together? I called and spoke with someone who told me that I couldn't make an appointment but could come as a walk in... I asked if there was a long wait and she replied that "there are only 2-3 people in front of you." So I came in as a walk-in just as the two young kids did in front of me... They walked up to the counter, filled out the registration paperwork and were called in while I was still waiting to be called. I expected it to be fast as there was no one waiting outside and those two young guys were the only 2 ahead of me at that point. When I got to the counter, instead of filling out the paperwork as the kids before me had just done, I was told to scan the code and go back to my car to complete the registration. I did so, and then waited... and waited... and waited... well over an hour at this point. When I called and spoke with someone inside they told me that they had stopped taking walk ins for Covid tests and weren't sure when they would begin doing the tests again... I was told to just keep waiting but that there is a possibility that I would get carrried over to tomorrow... Wait, what?? I had been waiting for over an hour already, and they think it's normal or ok to tell someone that they need to wait 4 hours to be told to come back tomorrow? This is efficient testing? This is BS, is what it is... When I called and spoke to someone in the call center and tried to get some idea of the wait time, I was told that there were now 25 people ahead of me.... Ummm..... what?? I explained that I was just inside to see if there were others waiting and was told that there wouldn't be anyone in the lobby waiting... That's funny as the two young guys were inside waiting, the walk-in lady in her gray scrubs was waiting, along with an elderly couple who had just walked in. But I guess my eyes might be lying to me due to Covid, but as I wasn't able to get tested after waiting and waiting, I'll never get to know... Being a caregiver to someone with ALS, this test is extremely important for me to take yet they make it impossible to live your life, work, see your family and try and get a Covid test to keep those around you safe. If this is how Boston is going to manage testing I can understand why there is such a huge spike in cases here... people just can't be bothered to go through what I did and not get a test... What a waste of time. Update - it's now been over 2 hours and I have yet to receive a call regarding an update or if I'll be able to get my test. I came home about 45 min ago and have been waiting for the call so I could head back... But now since it's dinner time and I didn't get to see my family because I work during the day, I can't see how this joke of an establishment is going to get me in for the test I registered for today. If anything, I would calm this place nothing but a Super Spreader business since they have you come in, scan the symbol so you can register and then make you wait for literally hours... How many people like me had to finally leave? How many of those people are walking around with Covid and don't know it? How many of those people have left their Covid germs there for others to just come and get without getting tested? The BBB and the Cambridge Health Department should seriously look into this mistake of a health center. read more

I was trying to get COVID tested today and here's what I've learned: - Testings for people without symptoms are done in the afternoon only at this location and you have to paid out of pocket ($160). They will only take you in in the morning if you are experiencing symptoms. - You cannot make an appointment ahead of time, they only take walk-ins. It is first come first serve. - They can only fit in around 12 people before lunch. I was told that lines start forming as early as 2 hours before they open in the morning, around 6am. You will be waiting at the parking lot in open air so bring some essentials to make your experience less brutal. - If you are one of the first ones there then they'll let you register online and call you when they are ready for you. This is just what their protocols are as of today and things would certainly change. Just wanted to put this information out in hope to save someone's time and frustration. I've been to this location several times prior (before COVID). Five stars are for the majority of staffs who have been wonderful! And even if some of them appeared on edge please be kind, after all they must be under a lot of pressure not to mention risking their own health to help others. read more

CareWell Urgent Care - Photo taken outside the clinic 8/23/20 - Urgent Care Near Me - Cambridge, Massachusetts

I wish this place had better customer service. Terrible receptionist very inhumane, no soul, no problem solving skills. They have a "no, no, no" / "Are you stupid" attitude. Came here 3 times out of necessity and every time was the same tone. The tone is as if I should be appreciative to be seen. I slept over night in my car starting at 4AM to wait 2 hours in line to get into queue for an opportunity for a COVID test before seeing my grandmother and parents. Athey gave me loose instructions to come back around 6-7 hours. I get suddenly get a call later in the day when I was in Dedham to arrive within 10 mins or my appt is cancelled. I would have much rather them tell me to come to the clinic at a specific time rather than guessing and potentially wasting an entire day of no sleep for nothing. When I asked for a manager the first time I got hung up on by the impatient unprofessional clerk. Luckily I got a hold of Dan the manager who seems to be the only one with a head on their shoulders took care of me. Thanks Dan. read more

Received this notice after waiting out front for about 15 minutes. Filled out the form online and waited in the car for about 3 hours before I could finally get ahold of someone to ask where I was in line. The woman told me "oh are you in your car? We've just been letting people in from outside. Come wait in line now and we'll get you in when we can". So I waited in line for another 2 hours in the blazing sun. Nurses inside are on completely different pages, giving different information to different people. Receptionist (I think her name tag said Katherine) was the most rude, awful of them all. Would not recommend this place. read more

CareWell Urgent Care - Urgent Care Near Me - Cambridge, Massachusetts

Aweful experience at this establishment. We were arrived early for our appointment but we waited three hours to finally have a physician write a prescription. Absurd care! I work in healthcare and this clinic never updated us as to their delays or apologized in any way. The receptionist even held an exam room open for a patient that decided to leave and run errands instead of allowing a waiting patient to take that place. I would absolutely go elsewhere. Why would you pay to mistreated there other options read more

We called for a COVID test and they told us to come right in. We got there and they told us to go back outside and make an appt in the car, then they would send us a registration link. We spent 1/2 hour trying to complete the form online, then they made us wait another 1.5 hours in the car. Then they bought us in only to wait another 45 minutes . The excuse is that there is only one provider and they have to take care of urgent patients first. I get that but it would be good to be told up front how long it could take. Urgent care is is not. read more

We had terrible customer service here when my wife came in with a sprained ankle, with a very rude and unhelpful staff while my wife suffered and hobbled in without help. More recently we were charged for flu shots that should've been covered by our insurance. Rather than contact us or try again with insurance, they just charged our credit card without telling us. Our insurance agreed it should've been covered and paid Carewell, but Carewell didn't refund us the charge. Final straw: came in on a holiday, because their website and phone messages suggested they were open. Understandably, they were closed. What's not understandable is they didn't see fit to communicate this in any way but a locked door. read more

CLOSSD??? I had made an appointment to have testing as I was sick and this was nearby. After setting up the appointment, filling out ALL the online forms and waiting all day, the place was closed!!! Why encourage online appointments when you are closed?!?! Luckily the city was offering testing the same day. read more

They don't have a x-ray Technican on so I might as well not come to this place. What business days they have one and then doesn't??

I haven't been to many urgent care centers, but this one seemed super nice with a great, friendly staff. It was very clean and modern. I made the first appointment of the day and was seen right away. I was in and out in under 30 minutes. It could have been because I was the first one, but regardless it was a great experience. read more

I showed up at 9:30 am feeling sick and needing a COVID test. Waited outside for 30 minutes before anyone came out to help us. By the time I "registered," I had already been there 30 minutes. Was told it would be "3 to 4 hours." Sounded ridiculous, but what choice did I have? The hours went by. After three hours, was told it would be 2 more. After 5 hours, was told it would be at least 1.5 hours more. At the 6 hour mark, I get a matter-of-fact phone call informing me they "had an emergency" and had to cancel my slot. After. Six. Hours. No apologies. I got irritated, and the receptionist chided me for *my* attitude. They told me to go to another location. I asked if they could call the other location and explain to them what happened, so I at least would not have to wait in line. She refused. She said she was "sure" that once I went there and explained what happened, the other location would help me. Didn't offer to transfer my registration, didn't put in a call. One of the rudest people I have ever encountered. Never again. PS - the other location in Inman Square also shrugged their shoulders when I drove there and basically told me to buzz off. CareWell's main Customer service line eventually took pity on me and arranged for me to be seen at Framingham, but my experience at Fresh Pond was just unacceptable. read more

Absolute disaster. I need to get reimbursed by my insurance for my covid test. Should be pretty simple to get the diagnosis and procedure codes, right? Perhaps printing them on the receipt would be smart? Yeah? No. I have called every day for over a month and either there is no answer, no way to leave a message, you talk to somebody who doesn't have any information, or you do leave a message and no one EVER calls you back. I have left upwards of 10 messages for their billing department over the past six weeks and NOTHING. These people are the absolute worst. read more

The front desk staff are rude, insulting, and discriminate against handicapped and vulnerable people. When I had trouble opening my cell phone to scan their QR code in order to check-in, the black, female staff worker yelled out, "you mean your phone is turned off?" so everyone in the lobby could hear her. To get to the lobby, you have to pass through two doors, nether of which have automatic door opening buttons for handicap accessibility. I needed a staff member to open the doors, but no one helped me. These are two of several instances of their lack of sensitivity to my plight. read more

Avoid like the plague! INEPT, UNAPOLOGETIC, APATHETIC. I booked a Rapid COVID test online; I turned up on time; I had to wait 30 minutes to be seen--20 minutes inline to talk to a totally disinterested receptionist (so what was the point of the on-line booking?). I then had to provide all my info again; where did the info I provided on-line go??? Worse: it's been four hours and I still don't have the result--so much for rapid. Even worse: calling customer service is a nightmare: you wait on line and then a voice comes on to direct you to the website right before it hangs up on you! So you've to start the whole thing over again. Worse again: After several calls to finally get answered I got put through to the Fresh Pond location where I got put on hold by the awful receptionist again. It's been 20 minutes! These people should have their license revoked. They are just AWFUL. read more

For COVID RT-PCR. Do not go here if you need a quick or for-sure turnaround time on this test. Be careful not to listen selectively about how fast the result is for the antigen test (20 minutes). If you need RT-PCR test for travel, be aware that the turnaround is not guaranteed, but generally expected within 2-6 days. Be sure to clarify your needs BEFORE you pay -- CareWell Cambridge may not ask you or tell you proactively. Be sure to clarify you are talking about the same test that you need. They call the RT-PCR test the "send out" test (because they send out the test to Quest Diagnostics). The COVID PCR test costs $160. Otherwise the staff were polite and pleasant, and rather than making us wait an hour or more, have a good procedure to call when they are ready, as long as you can return quickly. Also the nurse administering the test did a nice job making it as painless as possible. read more

My experience made me realize how lucky we have been over the past year to have free and easily accessible testing in Cambridge. They book appts every minute so I expected them to be quick and efficient. It took me 45 minutes even w/ an appt and having been a patient there before to get my nasal swab and it cost me $160. read more

Waste of time! After making an 8:15 appointment, I arrived to find the doors locked and four people standing outside waiting (one coughing profusely). It took at least 25 minutes for them to check everyone in, and it didn't help that Dr. Justin was hovering over the receptionist telling everyone that it would take a while to see them because of how many people were there (instead of actually starting to care for patients). From my freezing waiting room I could hear the doctor and nurse chatting casually- no sense of urgency to be with patients at all! Left without being seen after an hour and a half. Luckily my PCP could see me (in and out in 15 minutes). read more

We came in on a Sunday and have waited for 2 hours! What a waste of our time. We live in the neighborhood. If we knew that we could just go home and get back. Can't believe they don't have a text the patient thing. It's not hard for them to estimate the wait time. They can offer the option for a patient who lives nearby with the text-alert thing. It's not wise for them not to prioritize the order they see the patient based on their symptoms. My daughter just has a toe blister! The staff is super kind but the policy sucks! read more

Two nurses at Carewell told lies and tried to force me to get two Covid tests. I made a reservation for a quick Covid test, told the representative the circumstances and gave them my insurance information. When I arrived a nurse came into the office and told me that she would give me the LONG test and then a doctor would come in to determine if I could receive a quick test. When the "doctor" came in I greeted him with "hi doc". When I received my test results he had NP (Nurse Practitioner) after his name. I would avoid Carewell at all costs! read more

These people are idiots! All they care about is how they're going to get the money from you. And the money they charge is nowhere equal to the meager service you receive. First they get you for the co-pay. Then they bill your insurance company hundreds of dollars AND THEN you receive a charge of over a hundred dollars on your credit card! All for a five minute visit for people posing as doctors. They don't seem like doctors at all. Do not go here! Trust me read more

I had made an appt at a different Carewell and received confirmation. When I went to the clinic, it was closed. My need was time sensitive and very important to me. I called the clinic at fresh pond, explained the situation, and a woman named Shannon was kind and resourceful enough to accommodate my needs. They must have been so busy over there but she was understanding and went above and beyond to help me. read more

Extremely slow service. A covid test takes 15 seconds. There were four people ahead of me, why would it take two hours? Patrons arguing in the lobby, one receptionist, unclear protocal. I went to Physician one Waltham and was seen and out in under 5 minutes without an appt. don't waste your time, take the ten minute drive on route two to Waltham! read more

I found this urgent care to be quick, professional, and responsive. They actually take the time to speak with you and hear your opinions too. Much better than many Drs I've been to in the area. Have correctly diagnosed me 2x now. You can make an appointment on their website ahead of time to help with the wait-time. Also google's approximation of when (which hours) they're busy seemed to be true. I've had good luck with 8:15am arrivals. Plus there's CVS nearby for prescriptions. Have been really helpful during the flu and cold seasons! read more

The staff were all pleasant & professional but, having to wait 2 hours just to get in, and another hour and 10 minutes to get someone in the room to do a physical on a child... Pretty sure they decided to have lunch while we sat in the exam room waiting for that last hour! read more

Came several hours before closing on Monday, but the whole line was told to go home and that nobody else would be seen that day. We needed covid tests. So we woke up at 5 the next morning and got thre just after six. Ended up finally ferronf admitted after 8 after standing outside for 2 hours. The tests themselves didn't take long. Unfortunately, they didn't come to any use because my doctors office didn't end up believing us that the results were real because the carewell logo is nowhere on the test result page. They called carewell and they denied my ever being a patient there, and when i called carewell directly they would hang up. $200 wasted. read more

Just got my covid vaccine here and it couldn't have been a better experience!  Both Sam who checked me in and Kathy who administered the vaccine were wonderful. They were efficient, caring and helpful. I was in and out in 1/2 hour including 15 minutes after for observance. Highly recommend this location and look forward to my second shot there in a month. Negative reviews were no doubt when they had lines out the door for testing. read more

I was booked at a nearby location and went to the one on concord ave by mistake. The ladies at the front desk were extremely accommodating. They took me in right away and accepted all of my online questions. Very nice people throughout. Would definitely recommend friendly and courteous. read more

Website doesn't clearly state the specifications for testing and what times symptomatic/asymptomatic people can get tested. Plus the fact that no one answers the phones makes it even harder. If you're so worried about blending symptomatic and asymptomatic patients together the most effortless and most important thing you can do is to just provide that piece of information regarding what times they can come in on your website or on your pre-recorded phone prompts instead of turning people away unjustifiably read more

Some of the staff is really friendly, however there are a few bad ones that you don't want to deal with when you are ill. I went here and went for follow up, my first visit was really good and seemed like a fair amount of wait time. However the return visit was not as pleasant, the staff on the second day as different and did not seem to enjoy their job. Overall it is hit or miss depending on the staff. I got the care I needed but the experience on day 2 definitely lowers the star rating. read more

CareWell Urgent Care - Urgent Care Near Me - Cambridge, Massachusetts

Came here for an out-of-pocket COVID test (yes, at $160). Not only was my estimated wait time dramatically incorrect due to an error of their count number of people ahead of me (waited for 3 hours), however they billed me twice. And after a week I still have not been refunded for their billing oversight. On top of that, I had to call several times to get my test results as I never was notified by email per their promise. This experience defeats the purpose of Covid testing. read more

I went to Carewell Urgent Care 2 Sunday's ago when I fell down the stairs. We chose this facility because they had an X-ray machine AND an x-ray technician (other places we called had no technician working that day). Everyone was SO kind, and we probably waited less than 20 minutes. Christine Zack NP told me I broke my tibia and fibula, and said I needed to see an orthopedic surgeon the next day. She gave me a list of doctors, and said "if you have any trouble getting in to see someone please call and I will help." I did run into issues w/my PCP and my insurance and it was a bit of a disaster but Christine Peck NP followed through on her word. She truly went above and beyond, and I am very, very grateful to her. She truly cares about her patients. I highly recommend this clean and professional facility. read more

Just got my covid vaccine here and it couldn't have been a better experience! Both Sam who checked me in and Kathy who administered the vaccine were efficient, caring and helpful. I was in and out in 1/2 hour including 15 minutes after for observance. Highly recommend this location and look forward to my second shot there in a month. Negative reviews were no doubt when they had lines out the door for testing. read more

Very rude and unprofessional. They treat people very poorly, especially immigrants, the unemployed, and poor people without insurance. With such amazing hospitals nearby, this place gets the bottom of the barrel when it comes to doctors and techs. The X-ray tech was incredibly rude and loud, kept talking over patients, and seems falsely self-entitled for no reason. No proper policies in place, so your treatment is subjective based on their discretion. Had to make several trips to finally never get the treatment I went in for! These people have forgotten that health care is for the people and not the other way around read more

I came in here for a drug test and the customer service is absolutely horrible. Not only were directions unclear, but one of the nurses had the audacity to yell at me when I asked for clarification. I advise not to come here, the other locations are much more fitting. By the way, if the front desk person is Bonnie, run the other way!!! She is cold and her attitude is appalling. read more

I have been a health care management professional (not clinician but the business side) for over 20 years and am very happy to recommend all of the front line staff of CareWell urgent care in fresh pond for their professionalism, efficiency, empathy and effectiveness in handling the vaccination protocols. We are lucky to have them. Stay well team and keep doing what you are doing! read more

I went to the alewife center on the weds before Thanksgiving for a Covid test. I, understandably, had to wait all day (went in the morning, they took my info and called me in the evening to come in). The people working the front desk were kind, welcoming and warm. I truly hope they get the respect, appreciation and financial recognition they deserve. Thank you so much for being there until 8pm to help me and others have a safe holiday. It's deeply appreciated!!! read more

This place is incredibly understaffed. Customer service is terrible. The staff behavior is appalling and they are downright rude to patients. read more

This has been the worst healthcare experience I've ever had. I've been waiting over an hour to see a doctor and no one can give me an idea of how much longer it will be. I have watched several people come and go, all of them complaining on their way out. Do not come here. read more

The nurse practitioner, Christine, is fantastic. She's one of the best, most detailed health professionals I have encountered. It was a pleasant surprise. Originally, when I first got there, I told a nurse about my daughter's ear infection, and the nurse said that ear infections never go away without antibiotics. This is not true. I was surprised she said that. I almost left, but glad I didn't because Christine was great. She checked out my toddler's ears and breathing, knew from her mucous color what she might have, talked about how difficult it is to tell the difference between viral and bacterial infections, recommended antibiotics but also said that watching waiting is an option and if a fever greater than 102 didn't occur, then we probably don't need the antibiotics. She gave us a lot of information and ultimately left the decision to us. read more