Dr. Frederic Fan Luo

They have a staff member that is ready rude to people, she should not be working a place that involves people at all we went to tardy and she was wearing all pink I don’t know her name but if I did, I would put it on him because when I asked her for it, he says that it was none of my business and it’s really bad to know that this doctor has people like that working for him he parks under the shaded area as she was backing up she almost hit me car. Her response to when I told her she needs to be a little bit careful when she’s backing up what I said we parking there.

I called and made an appt for my husband. They took all my insurance info and then set the appt. A week later, they called me and said they cancelled my appt because they had too many appts from my particular insurance biller. I Asked why that mattered and begged them not to cancel it because my husbanded needed blood work done as soon as possible, as ordered by his heart Dr, but he wanted him to see his primary for it. They said it was too late, they already rebooked his spot for another patient and said we could rebook for mid Dec, which was 2 mths away. Who does that?!?! Then when I asked to speak to the manager, they said she wouldn’t be back for 5 days. I left my number and never heard from her. I also tried calling back over 40 times, after not getting a call back, leaving a couple more messages, and still never got a call back. I never yelled or got angry at them, just begged them not to cancel and when I was told only the mgr could make an exception, I asked to have… her call me back. Now when I try and call, it’s busy all the time. I’ve tried for days to call. So, no matter when I call, no one answers or it’s eternally busy. DO NOT USE THIS OFFICE! THEY DO NOT CARE ABOUT YOU! The Dr may be good, don’t know, but the staff could care less! Plus, obviously, if another patient needs to be seen and is more important than you, they will cancel your appointment and give your time to someone else. You’ll never really know if you have an appointment that is truly set! Just horrible customer service!

He really cares about your health

I called to cancel my appointment with Dr. Luo because my right wrist was hurting so I could not drive. I said good morning and she said good morning after that. I asked her name as she talked so fast and she said her name as Jessica. I told her the reason why I have to cancel and she said, "That is your problem." I repeated what she said and I just hanged up. Dr. Luo changes clerks/receptionists very often and it seems that they do not know the term, "customer service." They never greet you Good morning or Good afternoon as the case may be. Either they do not greet you or they say, "Hi." Customer service includes patience, communication skills etc. Bad customer service drives patients/customers away. I worked in medical field for 30 years but not very often interacted with patients, most with the physicians but we had customer service training four times a year. I get better customer service at Wendy's. Sad. Dr. Luo is a kind doctor with good bedside manners, knows his… job, and this is the reason why I am still with him but it has been three years with unsavory customer service of his clerks...so I am now thinking of finding another physician. I hope Dr. Luo reads these reviews and perhaps the clerks can have a customer service training every now and then. Not worth one star because I always leave the clinic unhappy.

The clerk, her name is Ashley who works for Dr. Luo needs a training in customer service. When I say "thank you," she would say "uhhuh" and I repeat thank you to hopefully she would catch on and she said "uhhuh" again, so I just gave up. She does that all the time whether in person or via telephone. It is so irritating when customer service is down the drain when they do not realize that it affects the doctor's clinic. Also, they should address patients by their last names instead of their first names as they deal with a lot of geriatric patients As with Dr. Luo, I like him....a good doctor but his clerks, I cannot say the same. so I am giving one star.

Dr Lou is very competent and professional. He takes time to get things right

Simply the most incompetent front office staff ever. I’ve got severe sleep apnia and congestive heart failure. It was so frustrating to work with this staff due to the the fella who worked in the front office. They filled out my insurance forms incorrectly three times! I went to the office once and never returned due to front office incompetence. I do not trust my health to people who can’t follow simple directions. My health is important and to be hung up on and misdirected multiple times is unexcepable . There are many doctors in our area and to accept this office as a trustable office for my health, I offer you warning. Find a compassionate office , not this one. If you do go here, beware of the man in the reception office........

Due ti inefficient staff, I never got meet with Dr Lou. His sstaff constantly scewed up info and appointments and denied me to talk with Kelly, their manager, or Dr Lou. It's like they are trying to avoid extra work on their part? I tried to meet with Dr Lou a few times but got twisted around by those two staff members that gave me false info, then told my insurance a different story. I wanted to work with Dr Lou as I had read some great reviews and he was recommended by my Neurologist, Dr Yu, an outstanding doctor and human being. Sorry Dr Lou, this is most definately not about you. You really need to do something about those two inept, receptionists, staff or whatever they are supposed to do for their positions? I honestly don't think either staff member deserves even a half star!

I tried to get a comparable drug prescribed at a lesser price and the request from my pharmacy was denied, but I was not advised. I also was given a drug for a medical problem, but the tests to see if the drug was working or sufficient was not followed up on.

I went to Dr. Lou for acupuncture treatments for degenerative disc disease and two lumbar disc herniations. I waited over an hour for the first appointment that was a waste of time as he had not read the records that had been sent over to him (by me!). He said he would have to read the MRI before he could treat me - the MRI that I had sent over and had a copy of it in my hand, that he was in no way interested in reviewing at that time; it was obvious that he was in a hurry because he was so far behind on his schedule. Yet, he still billed my insurance company for a full comprehensive exam. The 'exam' took less than 5 minutes of his time. Then his wife (I'm assuming it was his wife in the office manager position) started in on me about paying up front. I told her we had excellent insurance that paid 90% but she would not accept that, so I gave them $100 on a credit card. I went back for two acupuncture treatments and the wife started in on me again about money up front. I told her I… had already paid enough and if she wasn't satisfied with what I'd already given them, then we'd wait until they got the insurance payment to see just what they were going to pay. She was okay with that - even though the doctor had been pretty adamant that the treatments needed to be close together and intense to help me. Well, it took a week, but I got a call that I could come back because I was correct about what the insurance company was going to pay. Most appointments were a 'waiting game'. I either waited in the lobby, or I waited in the exam room all hooked up to the machine for 20-30 minutes AFTER the treatment had completed before either the doctor or his wife came in to unhook me. The last treatment I was to have, I sat in the lobby for over an hour before I had to tell the receptionist that I would not be able to stay for the appointment as I had a business appointment to go to in half an hour. I had already decided that I was not going back as it was taking too much time, unnecessarily, out of my busy work schedule and the treatments were not helping. That was over eight weeks ago - and surprise - I have not received a refund of the money I was essentially forced to give them on my first visit. I cannot, in any good faith, recommend Dr. Lou to anyone for acupuncture treatments, nor can I recommend him to anyone on a tight budget or Medicare. Be prepared for lengthy waiting times, be prepared for being hassled for up front payments and don't expect any rapid refunds due you. I am not in a position to rate his performance as an Internal Medicine physician, only the areas I've discussed above.