I've been here twice, both times for when my son had a bad case of croup and could not breathe.
Both times we were seen very fast and by a doctor who was nice and competent. Admittedly, croup is fairly easy to treat with the right steroid, so we were not a difficult case at all.
But I can see why parents would be upset. If your child is having a problem at 2 a.m. and you need to go to urgent care, you are in full panic. You want your child seen immediately and every minute in the waiting room feels like an hour.
The front staff is not warm and friendly. But I cut them some slack. They are up all night (any night job is awful) and all they deal with are panicked parents who are freaking out about their kids.
What you really need to look at is the way this place operates. Is the wait time reasonable? Are the doctors good? Did they provide the right care?
For me, the answers to all three have been yes. I don't really care one bit about the front staff. At 2 a.m., they were the least of my worries.