Catherine Chen's Online Review Report Card

Recommended by our pediatrician and it was Jose she wasn’t too far from where we live. Took my daughter to her for about two years for strabismus. We started with patching for what I believe was a full year. Our last visit she did an exam and said my daughter’s eye were corrected. Shortly after we were still noticing the same issue but did not want to go back to her because wait time was horrible. We had my daughter seen another ped ophthalmologist and was given a diagnosis that was never on our radar. Luckily it isn’t serious but had we trusted Dr. Chen’s opinion we would not have gone for a second. Disappointed.

My wife and I have wasted 2 years in the care of Dr. Chen. After repeated visits we continued to have concerns that our daughters' eye continued to float and was not being corrected. Dr. Chen completely ignored the issue we continued to notice without doing her further research. We decided to take our daughter to another optomologist to get a second opinion and right away he noticed our daughter has a condition called Browns Syndrome. After reading all of the symptoms, it was exactly what she has. Don't waste your time going through the 2 years of inaccurate care and frustration in this practice that does not do their due diligence to give the best care for your child.

Beware of this doctor's office. This is the first time we scheduled with this doctor. We visited their office today and had a very bad experience with their staff and office services. Before scheduling the eye exam (for my baby) with Dr Chen I did talk to my insurance and the insurance confirmed that the routine eye exam is 100% covered by the insurance plan. No deductible, and no copay. Nothing needs to be paid for by ourselves. Just need to make sure we are scheduling for the routine eye exam with the doctor. Then we talked to dr Chen's office at 1105 N Central Expy suite 240, Allen, TX, and asked the receptionist if they would do the routine eye exam for the baby. I also told her the information I received from my insurance and that it would be 100% covered. The receptionist confirmed that they do the routine eye exam. Then we scheduled the eye exam for today (01/10/2023). Following are the issues we had from today's visit: 1) After reaching the Dr. office, I again talked to the staff sitting in their office and asked her to make sure it would be a "Routine eye exam " and use the appropriate code. Because my insurance will only cover that. Don't do anything else. She said don't worry we would do the routine eye exam. Then we said, "OK go ahead then". 2) Once the doctor's check-up is done, then the office staff asked me to pay $250 for today's visit. I asked her why we needed to pay and I reminded her that my insurance will pay 100% for the routine eye exam as mentioned before. She went to talk to the office manager (who did the billing) about the issue and came back again asking us to pay $250. 3) When we refused to pay then she asked me to wait to talk to the office manager and get this resolved. 4) I showed the member's benefit (from my insurance app) to the manager but the manager refused to use that. Instead, she told me we don't do routine exams here. We did separate eye exams. Then the conversation got heated a bit and I told her that I confirmed with her office before making the schedule and also confirmed today morning before starting the exam procedure. Her office confirmed that they will do the routine eye exam. Now after the procedure, you can't just simply deny the confirmed fact and ask me to pay. 5) The manager became very rude and said though we gave you some wrong information, still you need to pay. I told her your office is responsible for that too. I am not gonna pay a single penny for your mistake. Your office gave us the wrong information so your office is responsible for the whole payment. If your office doesn't do the routine eye exam then we would go somewhere else. Will Never come here to see this doctor. 6) The manager did not want to listen to us and said our office is not responsible, you are responsible and you will have to pay. We will send you the bill to your address if you don't pay now. 7) We then left the office very disappointed. They will give wrong information to the patient and then put all the responsibility on the patient's shoulders. This is totally unfair to the patients. Their office must be responsible for the mistake they made. NEVER EVER RECOMMEND THIS DOCTOR'S OFFICE. VERY BAD AND RUDE.

Dr. Chen is great and my daughter's surgery was successful but recently for her post surgery follow ups, scheduling has been a nightmare. Initially the staff scheduled her for a day Dr. Chen did surgery and had to reschedule, that's fine mistakes are made but Amy with the office staff called back to reschedule yet again for the 20th of August. This time I asked Amy for a day prior to school starting and was met with an attitude that was rude, condescending, and totally lacking empathy. I will continue to see Dr.Chen until the follow ups are completed and question any further use of her office. I would recommend reviewing your office staff.

Very disappointed in the service we received. We waited an hour before we were even seen and then the doctor was gruff/rude and not at all patient with my nervous 5 year old. She failed to explain anything and rushed us out the door. At one point she even tried to reprimand my daughter when she got scared of getting in her eyes dilated. I’ve never seen such a poorly run pediatric office. UPDATE: Another ridiculous issue with this office. Beware, if your child requires a prescription from this Dr. she will code/charge you $50 for a "determination of refractive state" which the insurance doesn't cover. Essentially, you are charged separately if she writes a prescription. How is this not included in an office visit??

They over-collect. I couldn’t reach them when I was trying to find the office, kept getting voicemail. Office manager hid in the back instead of approaching me about the over-collection issue and this is an apt I’ve had for 3 months so I had to keep it. The dr is smart, very much technical and I understand that. She’s good at what she does but over-collecting needs to be addressed.

I've been referring pediatric age patients to Dr. Chen for quite some time because I've never heard anything but positive mentions. I always ask every parent that walks in my optical, and the response is consistently a variation of she was wonderful, our child had a great experience there.

Dr. Chen has been good with my kids, and we had been taking them to her for several years but wait times at her office are ridiculous. We arrive early or on time and have never been taken back to a room within 30 minutes or less. Wait times are usually at least 45 minutes or more to go back to a room. Her office is small so can’t accommodate the number of patients and parents waiting so you end up having to wait in the hospital waiting area. Stopped taking my older son there as soon as his vision stabilized enough to be handled by an optometrist. My younger son still needs to see an ophthalmologist so will be looking for a different office moving forward. Unfortunate since she’s a good doctor, and her office is close but we just can’t deal with this anymore.

We've been going to Dr. Chen for 5 years. The wait is always long, people are always stacked in the waiting room, but she's usually worth it, until yesterday. I thought our appointment was at 3:45. When we arrived, the receptionist (believe her name must be Amy from the other terrible reviews) was super rude when we walked in. I waited for the window to be open and when I walked up was rudely told to "sit down and I'll call you when it's your turn." When it became "my turn" she RUDELY said our appointment was at 3:15. I corrected her, told her what I had in my calendar and she asked me to "show her" where I had a 3:45 confirmation. I left a message after hours yesterday for Dr. Chen herself to call me. If I do not hear from her, we will not be back. We go twice a year and the staff is always different. Dr. Chen is great, but her staff isn't worth the hassle. ESPECIALLY the receptionist.

Dr. Chen is great and my daughter's surgery was successful but recently for her post surgery follow ups, scheduling has been a nightmare. Initially the staff scheduled her for a day Dr. Chen did surgery and had to reschedule, that's fine mistakes are made but Amy with the office staff called back to reschedule yet again for the 20th of August. This time I asked Amy for a day prior to school starting and was met with an attitude that was rude, condescending, and totally lacking empathy. I will continue to see Dr.Chen until the follow ups are completed and question any further use of her office. I would recommend reviewing your office staff.