Dr. James Y Chuang, MD

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CLOSED NOW - Opens at 8:00am

OVERVIEW: The practice provided very poor customer service and constantly rescheduled a basic in-office procedure. Because of the delays they switched doctors on me and then wanted to charge me yet again for a consultation fee. Do not use this practice. Other practices have much better customer service and business processes.



DETAILS OF COMPLAINT:



In January I had an initial consultation with Dr. McKenna after which I scheduled a minor in-office procedure to be done. Dr. McKenna was busy the next week or two with procedures and a golf tournament so we had to push the procedure out about a month.



After the initial delay, I was contacted right before the appointment that Dr. McKenna's schedule filled up and that they would have to delay my procedure yet again. So we scheduled another time for two weeks later. This appointment was also cancelled last minute because the doctors schedule was too filled. Obviously my procedure wasn't a priority.



When I asked about options, I was told that another physician could see me and take care of the procedure. (Dr. Richardson) I was initially told that I would have to pay another consultation fee even though they had my chart and information about the procedure and issue. I informed the practice that I would not be willing to pay a consultation fee but that I would come in for the scheduled procedure and pay the necessary fees for the procedure. I told them we don't even need to schedule the appointment if they are going to insist on charging the consultation fee yet again since I'd rather visit a different practice if I had to pay again. The person I spoke to (Angel I believe) said that was fine and scheduled my appointment.



I showed up for my appointment and I was told I needed to pay the consultation fee in addition to the procedure fee even though I had already paid for a consultation and I was coming in for the procedure. This was completely different from what we agreed to on the phone. I even reiterated my position and what we agreed to on the phone when scheduling the procedure.



The practices policies and procedures and customer service are quite lacking and they seemed more interested in charging unnecessarily and redundant fees. On top of that, they don't seem to care about their patients or about fixing problems like having to cancel and delay procedures and appointments multiple times.



Bottom line - You can do better in finding a better ENT group.