Fantastic process. I’m happy as a clam. Definitely will go back! Went back in 2025, and I'm as happy as ever! The best physician to inspect me for a colonoscopy. Also try to San Ramon location for the colonoscopy. It was spacious with lots of parking. Five Thumbs Up!!!
I do not like leaving negative reviews, but I'm very upset about my experience here and with BASS Medical Group as a whole. Dr. Cheng and her staff were all very nice, but I was hit with a large, unexpected bill following my appointment and no one has been able to help me.
When I first booked my appointment, I called for a good-faith estimate and provided all of my insurance information. After the office assured me my insurance would likely cover the appointment, I called my insurance company and spoke to an agent who also assured me the appointment would likely be covered. I regret not getting these statements in writing.
Immediately following my appointment — a 20-minute general consultation as a first-time patient — I paid a $90 copay, which seemed high, but I was willing to pay it because I highly value my gastro care. A few weeks later, I received a bill in the mail stating that the actual copay amount I owed was nearly $400, minus the $90 I had already paid.
When I called the office to ask about the bill, they explained that they only looked up the kind of insurance I had and not my specific plan when I asked for an estimate, even though I provided them with all of my insurance information. The team member I spoke with agreed I had gone through all of the proper channels to prevent this unexpected bill, but said there was nothing they could do to reduce the cost. Then I contacted my insurance company and BASS Medical Group, who also told me nothing could be done at this point.
This feels like a major oversight from both BASS Medical Group and my insurance company. If I had known my exact plan information wasn't being factored into the estimate, I never would have followed through with the appointment and risked receiving such a high bill. I know this wasn't intentional, but I feel very cheated, especially because I did everything in my power in advance to prevent this from happening.
We sincerely apologize for the frustration and inconvenience you experienced. We completely understand how upsetting it can be to receive an unexpected bill, and we’re truly sorry for how this affected your visit with us.
While we do our best to verify insurance eligibility prior to appointments, insurance plans vary widely and we cannot guarantee or predict exact out-of-pocket costs for patients. We are able to confirm if your insurance plan shows eligibility for services, but the specific coverage details, copays, deductibles, and other intricacies can only be confirmed between you and your insurance provider directly.
Health insurance can be incredibly complex, and we regret that this led to confusion in your case. Please know your feedback is very important to us, and we are reviewing our processes to see where we can better set expectations and communicate clearly with our patients in the future.
Thank you for taking the time to leave us a review!
Nina Haft2024.11.18
Dr. Cheng and her entire team were kind, helpful, and informative. The doctor answered all my questions and reassured me about my concerns. I had a painless experience with my procedure both during and afterwards. Highly recommend Dr. Cheng.
As a practice we always aim to provide the best care possible to patients. We love to hear about folks that have had a positive experience. Thank you for your review!
Thank you for taking the time to leave us a review!
Nancy Suib2024.07.30
Had an upper endoscopy performed by Dr Cheng at the east bay Endoscopy facility in Emeryville. Excellent care and attention by all from the receptionist, to the nurses and from Dr Cheng. Received a call from staff after the procedure which was very caring and had an immediate call back from Dr Cheng who answered my questions and concerns. Highly recommend Dr Cheng and this facility.
Thank you for your kind words. We strive to deliver the highest quality of patient care and love to hear about your positive experience. Thanks for sharing your feedback with us.
Thank you for your kind words, and for taking the time to share your experience.
Kim Martin2024.07.25
Unfortunately, my experience with Dr Cheng was not a good one. I had waited 3 months to see her for severe abdominal pain. I had done a CT scan with my Primary Care, that did not show anything abnormal. Dr Cheng, instead of being curious as to what else could be causing my pain, was dismissive. I had to press for her to consider further investigation. She reluctantly scheduled a colonoscopy. I asked her what else did she think it could be, she just shrugged. I have been having 10 out of 10 pain, intermittently. I’m a firefighter, I have a high pain tolerance, this was painful. She just couldn’t be bothered to consider possible causes in her Medical Speciality.
After the colonoscopy, she found two polyps. She said that other than that it was normal. I said I’m still having the pain, what do you suggest? What can it be? Again , the shrugging, zero interest in considering what it could be. She said make an appointment.
I’m sorry I wasted so much time with a Doctor that is not invested in trying to discover what’s causing their patient 10/10 pain.
Dear Kimi, thank you for the wonderful feedback. We're delighted to hear of your positive experience with Dr. Cheng and our nursing staff.
Nensi Brailo2024.03.01
Dr. Cheng has been my doctor for over 17 years. She is very thorough, competent, professional, and always responds quickly to my inquiries. She is also very pleasant and has a kind and understanding bedside manner. I am lucky to have her as my doctor.
Hi Nensi, we are so happy to have been able to provide you with a positive experience! We look forward to your next visit!
Richard Hiscocks2024.02.29
Dr Cheng was knowledgeable, friendly and competent. The support staff and anesthesiologist were also friendly and competent. Unfortunately the preparation procedures were complicated and ineffective and need improvement.
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