ZOOM+Care NE Fremont

Every time I go to a Zoom Care office I have a pleasant experience. Literally every time. This was my first visit to the Primary Care/Internal Medicine location, but I’ve used their urgent care for illness/injury and even their emergency care in the past. The staff are always incredibly courteous and efficient and this location was no different. My appointment started on time, and every person there was honestly just above and beyond great. The doctor Dr. Kiehl was patient and friendly and I left feeling really reassured I was in good hands. I felt that he really listened to what I had to say and wasn’t dismissive about some things that other doctors have been in the past. Also, the nurse who drew my blood did such a great job I *literally* didn’t even feel it. And she was so sweet! I’m always a little uneasy with doctor’s appointments and I feel like they really do a great job here to make people feel comfortable. As always with Zoom, the paperwork side of things was super simple, and I was checked out and on my way in no time! Highly recommend.

**read this review before going here** unethical and opaque billing practices. Watch out. I recommend asking, in advance, the total "cash pay" cost of a consult, and insisting on paying that rate before they bill your credit card. Came here for a free COVID test and left with a bill for $400. I felt pressured to add additional tests beyond the scope of what I came for and paid for those, too. Make sure you come in with a plan for what you want and insist on just that plan and don't get upsold on other tests in my case, influenza a+b, which were additional cost on top of consult and not disclosed in advance. It felt like when I bought my car from the dealer trying to just get out the door for the agreed-upon cost and yet they try to sell you this and that package and wear you down til you give in. I paid more than 2x what an *uninsured* person would have paid, and swiped the card before I realized what was happening. If you have commercial insurance they may charge you a higher more than double, for me rate. When you ask for detail on billing, they hand you an unintelligible report designed to make you give up rather than pursue a fair payment price. Afterward, I waited on hold on ZoomCare's 1-800 number, and then waited on hold with my insurer, to try to rectify - I eventually did give up and acquiesced to the $400 out of pocket I was billed including ~$330 for consult when cash cost of consult is ~$160 for uninsured, cash-paying patients. For anyone with a high deductible plan this is very important and you may be taken advantage of. There was lack of clarity on what I was being charged for associates discussing and asking each other, in front of me, for several minutes, "was this test part of this visit?" "yes, it was" "no, the provider said it wasn't" "yes, the provider didn't realize two swabs could each be run separately" provider: "no, we can't run those separately" associate: "ok, we removed it" me: "can I see which tests were added or removed from my bill to confirm that your confusion has been rectified properly?" **handed unintelligible form** I have no idea what I paid for and no ability to confirm, other than one of the associates told me the "cash pay" cost which was significantly lower than my "negotiated rate". This is part what is wrong with healthcare in America, and ZoomCare had an opportunity to do a fair and reasonable thing accept cash payment rates for me, and/or provide an itemized receipt for services rendered and declined to do so. Finally - paid $43 for a rapid flu test as part of this visit. Left without hearing verdict on this test. No follow up communication via phone, email, text about positive or negative result. 24 hours and still waiting. Try to call and get passed to 1-800 hotline. $40 wasted. If anyone from customer service wants to contact me to rectify this and refund me the difference between cash-pay and what you billed me, about $165, I will gladly update this review.

Amazing visit. Catherine at reception was incredibly helpful making sure our insurance would cover the visit, and worked through several issues for us. We didn't know this office was a pediatric specialty, as we showed up as a drop in visit. Dr Banks made time for us and saw us promptly. He was engaging, friendly and informative and we were in and out within 20mins. He had our medicine in office, so no trip to the pharmacy required. It's a shame for us that this center is primarily focused towards pediatrics as the office is amazing. Beautiful interior and structured as to make you feel invited and welcome. Would recommend to anyone in the area for primary pediatric care.

I had a very positive experience. Medical and support staff very open to questions and will spend the time answering them. This was true during our initial time spent with the medical assistant setting up our video conference, with the PA during the vvirtual visit and the followup with the assistant. I have always had very good care with Zoom Care.

Love this place. Dr. Banks is always kind and helpful. I like his way with kids and he takes time to really talk things through with us. My children actually beg to go to this doctor. The playroom is a great incentive, too! Super comfortable and easy experience every time.

Five minute appointment for a flu shot, quick & painless injection. Everyone was masked, and when I didn’t want to touch the clipboard & pen for a questionnaire, they filled it for me with a few verbal questions, without batting an eye. Entire experience felt easy and safe despite being in the middle of a pandemic! Thanks.

Zoomcare overcharged me by 26 times for a prescription without informing that I would be charged that amount. Trying to resolve the charge and have been put on hold for 30 minutes, after being told the avg wait time is 4 minutes. This is extremely abysmal customer service.

The wait time for calling was a bit much. I had to call 4 times before getting someone to pick up. Besides that the overall experience was pleasant, informative, and extremely well done. Both phone calls, and video meeting, went well. Both individuals were very positive and definitely experts in their fields. Thank you!

We went in to see Dr. Banks to establish him as our pediatrician before baby comes and I could not be happier with our choice! He is so kind, down to earth, genuine and comforting! I have never had such a smooth and natural conversation with a Doctor before! He went over everything we could possibly be curious about and gave us plenty of time to discuss our questions and concerns! What a sweet gentleman! I cannot wait to see him again once our little baby boy is here! :

The doctor here was very kind and great to work with but they just scheduled more appointments and things I can't afford. I've been to 3 appointments over 3 days, paying for each and all I got was referred to other places. If I did their tests today, I'd be out $200 already with only an inhaler to show for it. Even with insurance, I can't afford healthcare here