Serena Tan's Online Review Report Card

She is my 2 kids' pediatrician. Always very helpful for all questions we have. Secret, she can communicate with me by basic Mandarin. That helps as well. She is a Great Doctor! I strong recommend !!

Dr. Tan is so caring and kind to my son every time he is there ! she always makes my son so comfortable being there and she knows i worry a lot about my son but always is there to answer any questions or concerns no matter if there big or small !

Dr.Tan is the best of the best. My kids look forward to seeing her!! Plus the office staff amazing would highly recommend.

This review is only for the billing department. They keep sending me statements that says I didn't pay the copay and also charge me the late fee, I pay my copay every visit. It's really annoying. Same mistake again and again. Very disorganized.

I tried to call you 5 times in the morning, but nobody picked up the phone, and the mail box is full. I tried to find the email, not found either. What if I need to talk to the pediatrician about my baby? I am really disappointed about the service.

Words cannot express how much I love Dr Serena Tan. I've been with Dr Serena Tan for more than fours years, and she has always been nice, charming, and responsible. She is knowledgeable and experienced with her practice, and she has been patient with my kids. She comforts the new parents and brings confidence to us. She provides the advices and leaves the decision for you. If you are looking for a doctor that really cares about you and your kids, she is the one. Thank you Dr Serena Tan for the excellent services.

Dr.Tan is knowledgeable and highly patient with questions.

Dr.Tan is a Great Doctor! She can relate to any age group and is very knowledgeable! Overall she's a Great Doctor and a Great Person!

It started when I called to make my daughter an appointment for a physical and flu shot.................and was told we could no longer come to this facility.My two daughters had been patients of Dr. Tan's for about 12 years. In the last year, I had taken my step son in to be seen for a one-off illness/situation. I believe it was around 12/2016. Little did I know until a almost a year later (about 10/2017) that there was an issue with the insurance billing until I had been in for an appointment regarding one of my daughter's. Once that was brought to my attention I called the insurance on the spot to figure out the situation. Being that the insurance for him is carried by my husband, there was a little bit of red tape. It took me a week or two to figure it out with them. None the less, we were able to confirm with the insurance our balance and then pay the bill. When I called the doctor's office within 2 weeks of being told in person to pay the balance, the super nice accountant/collections witch told me she had sent the account to collections. I then had my husband call and he paid the same day - to the collection firm. Side note: All past due notices for the $100 office visit in question were mailed and addressed to my husband. Out of respect/privacy and FEDERAL law, I never open my husband's mail. We don't go through each other's mail. I guess over the time of about a year, it was not an option for the office manager or accountant/collections associate to call me for this balance. Time goes on.....I call to make an appointment for my daughters sports physical/flu shot and was told we could no longer be seen. All the while that this balance had been owed over about a 12 month period, my children, my biological children, 2 daughters --- had continued numerous times to see the Dr. Sick visits, well visits, vehicle accident checkups, vaccinations, etc. At one point, my oldest was even hospitalized for almost 2 weeks (around 4/2017) at which time she was under the care of Dr. Tan and another office associate. There were previous visits to that incident and follow ups. Never once was told about this side balance of $100. This was at least 6-8 months AFTER the visit in "question".Over the course of the last 30 days, I have called the office manager a few times, begged and pleaded for this unique incident not to be taken out on my two children who were regular patients, without any payment or services issues before, not to be discharged. NO EXCEPTION was to be made what so ever. She then told me that it is not even her decision, not sure what her role as an office manager is because you would think she would have been involved at some point over the year. She told me that the decision is strictly up to the Dr. and accountant/collections to determine/consider/override/etc. I asked myself......this unpaid bill was going to my husband, yet my two children are billed to me? If it's a "FAMILY" account, why are these not consistent. Why not billed to me? It was billed to my husband, but yet I was being held accountable for it as were my two daughters. Was there really due diligence and a reasonable effort made to resolve this matter by means of picking up a phone and calling me about this? I never received ONE PHONE CALL FOR THIS BALANCE BY THE WAY. Why could my 2 daughters not continue and the one patient (my step son) not be the one removed from the medical group? To me that is reasonable? No? Is this really how you would treat your clients who time after time have given you a good reputation, referred families to you, been good customers of you? You build a relationship with your pediatricians after 12 years, I know my children have, maybe it wasn't the same for Dr. Serena Tan. Maybe they were just names on a file to be disregarded. It's really sad that there is no "human" in the world today and we are so hung up on being impersonal and that we have no compassion for each other, especially when you are caring for children. I am now 5 months pregnant with my 3rd child and had hoped and planned for our baby to be cared for by Dr. Tan. Maybe after being treated this way, that isn't a good decision though. You want to believe that the people caring for your children think more than $100 for you or think more than just your name of a file for you or even actually care about you.This was so upsetting to experience. The accountant must be on a power trip, with an egotistic personality to essentially discharge my two daughters from this medical group over $100 - a one off office visit, for a non-regular patient because that was what had happened. I had never even heard of this woman before. And doctors are clearly blind to how their patients are treated.Los Gatos Pediatrics, this was a case of wrong doing. You had been paid for so many services in the thousands of dollars vs. this $100 bill in question. Really unjustified course of action. You should be ashamed to treat people this way.

If I can give 6 stars to this Dr. I would do it right away. My both daughters go to her since they were born and I had only great experiences with her. My 3 years old daughter wants to be "Dr. Tan" when she will grow up, as much she loves her pediatrician. She accepted I want a different vaccine schedule for my kids, she gave me the best recommendations, treatments, solved any issue my girls had, found the root of the problem every time. Definitely recommended!