Jacinta Forrest

Review of Parker Memorial Library

Extremely poor treatment of patrons...all the way ...

Extremely poor treatment of patrons...all the way to the library director Nanci Malone-Hill. It's clearly systemic and the poor treatment identified by other reviewers is modeled by the director herself. After many years of using this library there was an issue with my card. Books I checked out were put on an account I had 15 years ago and was unaware still existed. When I didn't get my usual reminder email to return the books and couldn't see them in my account to renew online, I called the library to see what happened. The person on the phone was extremely condescending and abrupt. I ended that phone call stating I would think about what I wanted to do next. Several hours later that same staff person called me back at my home and informed me she was shutting down my current account. She again was rude, abrupt, and acted like an angry bill collector (FYI the amount in question is $38 which I never asked to be forgiven or said I wouldn't pay.) I then wrote an email to the director of the library, Nanci Malone- Hill, about inappropriate staff behavior and that they closed an account that was not Dracut's to close. I asked her to provide a phone number where I could speak with her about my concerns. Nanci refused to provide a phone number and sent a series of very confusing emails. When I indicated there was still a misunderstanding that a phone call might resolve, she sent a very rude response (which I tried to attach) which began with the line "The misunderstanding is yours." It ended with the line "I consider this conversation closed and wish you well." Despite this she kept sending combative emails of this nature and indicated the only way I could speak to her was to attend a library board meeting!! I attempted to have the inappropriate actions of a staff member addressed and got a refusal to speak and more poor behavior from the director herself. She never even understood that I hadn't requested anything about the $38 dollar fine..she just went to defensive and combative all on her own. If I could give less than 1 star I would. Dracut-- pay attention to these reviews and please do better.