The customer service here is absolutely terrible. You can’t directly reach your surgeon or local office for any concerns. No matter which prompt you select, you’re transferred to a representative named Christine, who claims to be the scheduling line rep. She supposedly sends messages to the local office on your behalf, but when you arrive for check-in, they claim they never received anything and then treat you rudely.As a first-time patient, I’m already considering switching to another orthopedic specialist because of how unorganized, unprofessional, and rude this place is. When I arrived for my appointment, there was no warm greeting, no willingness to assist, just cold, dismissive behavior. The Asian woman with short hair was especially unprofessional, coming across as rude, demanding, and argumentative. She even tried to claim I didn’t have insurance, despite the fact that I had already called the day before, spoke with Christine in scheduling, and had my insurance updated in the system. Christine assured me she had sent messages to benefits and my surgeon regarding my concerns and that I’d receive a call back by the end of the day, which never happened.The only person who actually followed up was Jasse, a kind, professional, and attentive** young woman. She saw that my UMR insurance was indeed in the system, yet the Asian woman still insisted I had Molina instead. When I pointed out that Jesse and another staff member could confirm my insurance, she became defensive and unprofessional. I then asked to speak with someone higher up, like a manager or CEO, and with a smirk, she arrogantly claimed, "That would be me."When I told her that as the face of this company, she should work on her professionalism, she suddenly changed her tone and apologized.Had she simply listened and asked the right questions, all of this could have been avoided. Instead, she immediately blamed Jasse, the young Black woman, accusing her of not updating my insurance, even though Jasse wasn’t even in the office the day before. It was clear the real issue was the woman I spoke to, who, ironically, had an accent similar to hers.To make matters worse, as I was checking out, she made a point to mention that it was Jesse’s last day and that any future concerns should be directed to "Anna", without providing any contact details or further explanation. The way she singled out Jesse felt racially motivated, unprofessional, and unethical. It was clear she didn’t like that I praised Jasse for her great customer service, something she, as the so-called owner, completely lacks.This place is **not** patient-centered, and I wouldn’t recommend it to anyone looking for professional, respectful care.I absolutely love my surgeon, **Dr. Calvin Rushing**—he is professional, caring, compassionate, and thorough. However, the administration at this location seriously needs to improve its professionalism and patient care.I truly wish I could see Dr. Rushing at another location because this Sunnyvale office is horrible. For instance, after speaking with the Dr, I had to remind the assistant to clean my wound before dressing it, even though Dr. Rushing had assured me they would. Instead, the young lady walked in ready to bandage it without proper cleaning. I had to stop her and ask, "Aren’t you supposed to clean my wounds first before dressing and casting?"On top of that, they tried to charge me $250 more for my cast when i just paid my copay, despite the fact that I have insurance. Instead of immediately submitting my insurance for approval, they attempted to get more money from me upfront. That’s completely unacceptable. This office needs serious improvement. Less

From check-in to seeing the doctor, minus issues with using my preferred payment, this 1st visit was pretty cool. Dr. Zhao patiently explained options clearly. Less