Grace Family Medicine, Dr. John Y. Lee - New Braunfels (TX)

1 /5 Molly Peterson: I see Grace Family Medicine has two Google pages so posting my experience on this one as well. I have still yet to receive my signed consent form that I have requested 4+ times. I was a patient of Dr. Lees for 5+ years and now being refused medication because I saw another medical provider, even after providing ALL medical records that were requested by Eleanor. Eleanor is incredibly rude and unprofessional. I will be taking this matter to the Texas Medical Board. Eleanor, I see that you can respond on Google. Could you please respond to my email and send my records. It’s the law.

1 /5 Melinda Jacquez: Dr. Lee is a good doctor. The office staff is horrible. I understand they deal with the public. However, this is where professionalism comes in from patient to patient. This staff does not have it. Just goes to show you, the reply received for my review. Neither apply to me. Professionalism needs to take place in that office. Its hard to be delinquent on an account when your office owed me money. And it takes over two and a half months for a refund. And given excuses as to why you couldnt refund me. My PT referral took weeks to get called in, i was told it was getting called in that day. RX was never called in to the pharmacy. The fact that you are grouping me into one of these categories shows lack of professionalism.

2 /5 NT James “Sping”: Dr. Lee is a good doctor - and thats where the compliments will end. His staff are uncompassionate towards customers situations. In this case, due to a family member having a stroke with only a few days left on life support - we had to cancel an appointment 8 hours early, and the staff still tried to make us pay a "$60 late fee" based on a technicality that it is supposed to be a 24 HOUR late advance. Okay, but our FAMILY MEMBER WAS ACTIVELY DYING. Of course theres going to be harsh words at this sociopathic lack of care. The staff will then have the gall to remove you as a patient and hang up the phone simply because you push back against senseless cruel fees, and the staff will act surprised that they made someone legitimately upset over the insult of making someone pay a fee because they had to see their dying dad. Is it sociopathic behavior? You dont do that. A good practitioner would waive the fee. It is truly sickening, and others Ive talked to have agreed that what happened in this case was really, really wrong. Well - regardless, after the staff truly upset us with no compassion, they decided to kick us out. So do expect to deal with things like this from Grace Family Medicine. Im already expecting the reply - "But you talked to us so horrible on the phone" And yes, you got what you deserved for even daring to tell someone who just had to leave to rush to their dying Dad to pay a late fee.

1 /5 Terry Powell: Dr Lee is a very competent doctor. His office staff, however, managed by his wife, is incompetent, uncaring, and vindictive. I had a number of expensive tests run over a number of months to diagnose a medical condition I continue to experience. Subsequently, I relocated to a different state, and for the next 8 weeks tried in vain to have my medical records forwarded to another physician. At least 8 attempts were made by myself and the new physicians office - assurances were made, excuses were offered, but no records were ever sent. Now Im forced to repeat the tests. Grace Family Medicine has nothing to do with Grace and Christian values - dont be fooled. Having read the rebuttal from Grace Family Medicine, I can confirm, that after 8 weeks the records have still not been sent. It is a terrible disservice to Dr Lee, he is a really good doctor.

1 /5 Letty Perales: Want to share the experience I had today with Dr Lee’s office mgr. Her lack of cooperation and responsiveness with the billing issue below is reason enough to give such a poor rating . On Jan. 25, 2024, I received a bill from this office for $158.68 ; was for a doctor’s visit on August 28, 2023, which my insurance company had declined. I initially had called the doctor’s office last week to inquire about this bill but was told by receptionist that the billing rep only works Tuesdays and Thursdays. On 2/13/24, I called office again and spoke to billing specialist to inquire about this balance. I asked her if she could provide the reason this claim was denied for office visit in August. She told me that my insurance had requested additional medical record information and that it was mailed to them on or about September 27th. I immediately contacted my insurance company and spoke to a manager who reviewed this claim and said nothing was ever submitted . The manager at BCBS was also taken back that with so such required privacy around medical information that this documentation should have been faxed to resolve this issue. I then contacted billing specialist again today to explain that insurance company had never received the supporting documentation for this charge. I also want to go on record to state that while I have no issue paying this bill in it’s entirety and I needed Dr Lee’s office to resend the medical records information to insurance company so they can review the denied claim!!! The billing specialist was reluctant to do so and said she would have to escalate to the office manager and would have her call me back to resolve this issue. I received a callback today from the office manager while I was on a business call and asked if I could call her back to discuss this invoice . I attempted to explain briefly with what I needed and almost immediately she started over talking without me being able to finish. She immediately became irate and in an unprofessional tone told me that I was failing in my agreement by not paying this invoice !!! I was beyond frustrated and surprised with her unprofessional demeanor, and immediately hung up on her ! This was my absolute last straw with dealing with this lady that obviously cannot handle or care to listen to her husband patients concerns. No one should ever endure or accept this type of treatment from their doctor’s office staff or office manager when attempting to resolve a billing issue. I will continue to work with my insurance carrier to ensure they get what is needed from them and will not ever return to seek help from this doctor or his staff . It was the worst experience I have ever encountered from a medical office staff. I am also expecting this office to not respond or provide what is needed to my insurance carrier and if that happens I will continue to escalate until this matter is resolved

1 /5 Molly Peterson: I see Grace Family Medicine has two Google pages so posting my experience on this one as well. I have still yet to receive my signed consent form that I have requested 4+ times. I was a patient of Dr. Lees for 5+ years and now being refused medication because I saw another medical provider, even after providing ALL medical records that were requested by Eleanor. Eleanor is incredibly rude and unprofessional. I will be taking this matter to the Texas Medical Board. Eleanor, I see that you can respond on Google. Could you please respond to my email and send my records. It’s the law.

1 /5 Melinda Jacquez: Dr. Lee is a good doctor. The office staff is horrible. I understand they deal with the public. However, this is where professionalism comes in from patient to patient. This staff does not have it. Just goes to show you, the reply received for my review. Neither apply to me. Professionalism needs to take place in that office. Its hard to be delinquent on an account when your office owed me money. And it takes over two and a half months for a refund. And given excuses as to why you couldnt refund me. My PT referral took weeks to get called in, i was told it was getting called in that day. RX was never called in to the pharmacy. The fact that you are grouping me into one of these categories shows lack of professionalism.

2 /5 NT James “Sping”: Dr. Lee is a good doctor - and thats where the compliments will end. His staff are uncompassionate towards customers situations. In this case, due to a family member having a stroke with only a few days left on life support - we had to cancel an appointment 8 hours early, and the staff still tried to make us pay a "$60 late fee" based on a technicality that it is supposed to be a 24 HOUR late advance. Okay, but our FAMILY MEMBER WAS ACTIVELY DYING. Of course theres going to be harsh words at this sociopathic lack of care. The staff will then have the gall to remove you as a patient and hang up the phone simply because you push back against senseless cruel fees, and the staff will act surprised that they made someone legitimately upset over the insult of making someone pay a fee because they had to see their dying dad. Is it sociopathic behavior? You dont do that. A good practitioner would waive the fee. It is truly sickening, and others Ive talked to have agreed that what happened in this case was really, really wrong. Well - regardless, after the staff truly upset us with no compassion, they decided to kick us out. So do expect to deal with things like this from Grace Family Medicine. Im already expecting the reply - "But you talked to us so horrible on the phone" And yes, you got what you deserved for even daring to tell someone who just had to leave to rush to their dying Dad to pay a late fee.

1 /5 Letty Perales: Want to share the experience I had today with Dr Lee’s office mgr. Her lack of cooperation and responsiveness with the billing issue below is reason enough to give such a poor rating . On Jan. 25, 2024, I received a bill from this office for $158.68 ; was for a doctor’s visit on August 28, 2023, which my insurance company had declined. I initially had called the doctor’s office last week to inquire about this bill but was told by receptionist that the billing rep only works Tuesdays and Thursdays. On 2/13/24, I called office again and spoke to billing specialist to inquire about this balance. I asked her if she could provide the reason this claim was denied for office visit in August. She told me that my insurance had requested additional medical record information and that it was mailed to them on or about September 27th. I immediately contacted my insurance company and spoke to a manager who reviewed this claim and said nothing was ever submitted . The manager at BCBS was also taken back that with so such required privacy around medical information that this documentation should have been faxed to resolve this issue. I then contacted billing specialist again today to explain that insurance company had never received the supporting documentation for this charge. I also want to go on record to state that while I have no issue paying this bill in it’s entirety and I needed Dr Lee’s office to resend the medical records information to insurance company so they can review the denied claim!!! The billing specialist was reluctant to do so and said she would have to escalate to the office manager and would have her call me back to resolve this issue. I received a callback today from the office manager while I was on a business call and asked if I could call her back to discuss this invoice . I attempted to explain briefly with what I needed and almost immediately she started over talking without me being able to finish. She immediately became irate and in an unprofessional tone told me that I was failing in my agreement by not paying this invoice !!! I was beyond frustrated and surprised with her unprofessional demeanor, and immediately hung up on her ! This was my absolute last straw with dealing with this lady that obviously cannot handle or care to listen to her husband patients concerns. No one should ever endure or accept this type of treatment from their doctor’s office staff or office manager when attempting to resolve a billing issue. I will continue to work with my insurance carrier to ensure they get what is needed from them and will not ever return to seek help from this doctor or his staff . It was the worst experience I have ever encountered from a medical office staff. I am also expecting this office to not respond or provide what is needed to my insurance carrier and if that happens I will continue to escalate until this matter is resolved

1 /5 Terry Powell: Dr Lee is a very competent doctor. His office staff, however, managed by his wife, is incompetent, uncaring, and vindictive. I had a number of expensive tests run over a number of months to diagnose a medical condition I continue to experience. Subsequently, I relocated to a different state, and for the next 8 weeks tried in vain to have my medical records forwarded to another physician. At least 8 attempts were made by myself and the new physicians office - assurances were made, excuses were offered, but no records were ever sent. Now Im forced to repeat the tests. Grace Family Medicine has nothing to do with Grace and Christian values - dont be fooled. Having read the rebuttal from Grace Family Medicine, I can confirm, that after 8 weeks the records have still not been sent. It is a terrible disservice to Dr Lee, he is a really good doctor.