Tommy H. Chen's Online Review Report Card

I had been coming to Dr. Chen on and off for well over 10 years. I have always loved Dr. Chen; his bedside manner is amazing and he always knows what to say and do when it comes to any derm issues that I have. My issue is with May his only receptionist. May is unprofessional, nasty & rude. Dr. Chen, you are losing patients because of your unprofessional receptionist! Keep in mind your patient's pay & keep your business afloat with their insurance. I have had to file a grievance with my insurance because she refuses to schedule me although I am in the network. I have the screenshots telling me that she does not accept my insurance and I provided the screenshots that I am in the network. Will never go to Dr. Chen so long as May is there.

Dr. Chen really knows his stuff and made me feel comfortable throughout my procedure. He was kind enough to fit me in last minute knowing I had some pressing time concerns, and I really appreciate that.

Dr. Chen was kind enough to let me in last minute for a procedure. His explanation of the procedure was clear and thorough. The whole process was smooth and pleasant!

APRIL 2022 .SERVICE VERY BAD.RUDE BEHAVIOR. I DO NOT RECOMMEND THIS DOCTOR NO EXPERIENCE.😪.RUD RECEPTIONIST SHE IS NOT FRIENDLY

I have not visited the office yet. Ms. May whom I spoke on the phone- very professional, clearly and friendly. The way she present herself made up my mind I will go to this doctor for my skin problem.

Unprofessional Receptionist /Terrible Customer Service. Many patients do not understand why there are so many negative reviews. You have to experience it first hand to truly understand. The so-called receptionist/wife by the name of May was very unprofessional, loud, rude and disrespectful. She doesn't understand what customer service really means. I'm just surprised she hasn't drove Dr. Chen out of his practice. I have never experienced such terrible customer service from a doctor's office. May will hang up on you, lie through her teeth and pull the "victim card" when in fact she was the one that victimizes patients. She will go out of her way to do everything she can to stop you from making an appointment. It appears Dr. Chen was aware of this, however, continues to stick his head in the sand. She's got him by the balls.

On 11/4/21,I called this practice to make an appointment for my mother.I spoke with May and confirmed they do take her insurance,made the appointment for 11/16/21and gave her all insurance info needed.She said she'll take care of it and see you on the 16th.Well,my mom never got to see the doctor on 11/16/21.We arrived and were the only patient, signed in, proceeded to give May all of mom's info- ID, Insurance cards,Covid vaccination cards,etc.She glanced at my stack of medical records in hand- made the comment of how thick the stack was,and said no need for them.So, I just gave her the most recent 2 bloodwork reports that perhaps the doctor would care to see.She made more side comments of where mom got her Covid vaccines, etc...,yet no action to get mom ready to see the doctor.After finally got 2 forms filled out,handing the forms back to her, I asked where is the restroom here.She asked me,"Who needs to go?You?"I said yes.She told me to"hold"while she'll process the paperwork.I said fine, I'll wait, thinking if she can hurry up,I'll go later.As we waited,she finally decided to get on the phone to verify insurance. My mom has one of the best health plans from an insurance that is quite easy to call on the phone.Why didn't she do her job properly to verify benefits prior to us coming is beyond me.Soon she is frustrated and antsy because other patients started coming in but she was more concerned with her own cell phone calls than getting a simple task done.I saw her call the insurance and hang up,call,hang up and then standing around,moving back and forth like a chicken with its head cut off.She then pointed out the S.S.# was not filled out.I told her you have insurance info, you do not need it. But she insisted,said that she was having difficulty verifying mom's insurance and needed it!To make life simpler for her,I provided it(which I now regret!).After being there for over 20 minutes,we were still waiting and May still shoveling papers and what not,but was not even speaking with anyone on the phone.The room is now filled with 3 more people and her attitude turned from unpleasant to just nasty!She complained about how much time it's taking her and patients are waiting etc. She was blaming us for her own inadequacy (while I never heard her speaking to anyone to verify insurance benefits)so,I finally asked her,"I gave you all the necessary insurance info 12 days ago when I made the appointment,you said you would take care of checking everything. Why didn't you do it?" Instead of apologizing for the fact that she did nothing to verify Ins. prior to us coming,SHE SNAPPED and barked back,"do you want to see doctor or not?! I cannot verify your insurance,and HOW DO I KNOW YOU WERE GOING TO GIVE ME FAKE INFORMATION!" She blurted out,"you can pay cash then!"I said,"Why do we need to pay cash when we have insurance that you accept?"Once she accused us for providing false info (IN HER WORDS "FAKE INFO"),I WILL NOT STAND FOR IT.While blaming us for her own inadequacy with limited education and knowledge,yet had the nerve to accuse us of providing FAKE info. She wasted so much of our time and all the waiting patients witnessed her ugliness.One of the patients told me that's how inefficient she is.At this point, it was clear that this nasty woman is definitely a relative of the practice, not hired(I now know she's doctor's wife,the boss of him!)So then this unprofessional woman made the decision that the doctor "decided" not to see my mom now.She rudely tossed the bloodwork reports back to me and told us she can refuse service.Ok, I said fine,you need to give me back the forms I filled out.Our personal info is in your possession while not being a patient here,doesn't make sense for you to keep them.She refused to give me the forms and said she will destroy it.I asked her to shred the papers in front of me then.AND she said she does not have a shredder!So...HOW WILL YOU DESTROY IT THEN? This lady is senile or incoherent?We left and I called my mom's insurance immediately.Within less than 10 minutes,I was able to retrieve all mom's insurance benefit summary simply with member ID number and the same exact info provided to her.I then talked to an ins. rep,confirmed that no different info would be needed for benefit verification if the provider called.I also called the referring doctor's office,advised them what had occurred and they were shocked and said she could have called their office for help.(this old lady really needs serious help!)Currently,they still have possession of my mother's personal info.If in an event of any ID fraud,I will know exactly where it leaked from.If the doctor allows his rude wife to treat people/patients this way,I wouldn't imagine he is worth seeing.There is something really sketchy going on with this office!Take this review with a grain of salt and go see for yourself if you have time to kill.Perhaps you will have a better experience if you pay her cash!May's eyes will light up for you!!!!!!

I called the office looking for an sooner appointment as a new patient. I spoke with Mae in the front office and she was so attentive and concerned for my need for an urgent appointment. Upon arrival at my appointment I was pleased to meet her in person. She was just as helpful in person. My visit with Dr. Chen met all expectations. I was so comfortable with his diagnosis and confident that he knows what he is doing. I'm so grateful to have found my new dermatologist. Thank you Mae and Dr. Chen!!!

Recently, it's very hard to make an appointment over the phone. The new front person say they are super busy and swamp, but that's not a proper reason not taking appointments or not calling the patient back. She is not friendly, more on rude side! She chased me away, Going back to my previous Dr in Arcadia.

My daughter have been going to Dr. Tommy Chen for the past 5 years. It has always been a pleasant experience with scheduling the appointment and visitations. The young ladies that use to work at the front desk was always super helpful. Since last year 2020, the pandemic, we have not visited. Now that we are ready to go back to normal doctor visitations. I have been trying to schedule an appointment, but I find out it is nearly impossible to even get the front desk lady to stay on the phone to get the appointment availability. She is very ridiculous, very rude, either tells you she will call back but never does, and other times she would just keep you on hold and never returns. After 4 days of waiting, when I called back I asked why did she not call us back to set an appointment, she said she is super busy, if we don't like it, go else where. Not helpful, Super rude!!! As long as that worker is there to take phone calls, I think Dr. Tommy Chen will lose a lot of patience.