G I Excellence

"These thieves will attempt to keep your money for services not rendered unless you request it back. If at all possible, avoid Maria—she is rude, passive aggressive, and not the right person for this job. Good riddance and good thing they’re closing. Update: Still waiting for the refund to be processed. Called in and found out it would happen “tomorrow” and I should wait 7 days. Not sure why I have to wait 3 weeks for a refund to a card. Update: Dr. Ma has perhaps the worst management staff in the entire Las Vegas Valley. Maria is the most condescending, unprofessional, downright rude, and careless "medical professional" I have ever interacted with. They will not process refunds unless not only you ask, but you follow up weeks later to ask for it, again. My refund request for services not rendered was submitted on Jan 10, 2024. So far 2 interactions have been needed to receive the refund. After my first follow-up call, I was told it would begin processing the following day. Of course, this was a bold-faced lie to me but I am not surprised based on Maria's lack of values and atrocious attitude to patients. She called me today (Feb 8, 2024) to ask me for the credit card information for the refund because they don't keep it on file. It is asinine that it took 29 DAYS from the refund request (again, that I had to submit othrewise I would get no refund) for her to call and request the credit card information. I'm sure they're taking my reviews personally, no doubt. Maria, you are everything wrong with the healthcare in Las Vegas and you should feel bad. This isn't even the only negative interaction I've had with Maria, just the most recent. Dr. Wai Li Ma, at best, your staff is creating unnecessary hurdles to receive refunds and taking advantage of patients requiring them to request refunds for services not rendered. Bad business practice and bad patient experience."

"Negative 5 stars!!! Terrible experience, after the procedure I was left with a belly button hernia. In addition, the staff has no idea how to bill the insurance company correctly. Been fighting with their billing department for over a year now. Staff is rude and really don’t care. I would highly recommend seeing another doctor."

"Please take these reviews seriously and find a different gastroenterology office. Would give 0 stars after such a terrible experience. I chose to change to a different office after having some issues with office staff and being billed for a procedure that was covered by insurance and not receiving a refund for over 6 months. When I asked to have my records sent to a different office I was first told it would be no problem, but then they were never sent. I called again and this time they told me they needed a record release form. So I called my new office and they said they have never been asked for this and would be unable to provide it since I was not yet their patient. My new office was kind enough to do a 3 way call with GI excellence to see if they could still send the records but this time the office manager got upset that they had never heard of this requirement and said that “unfortunately for the patient” I would need to pay per page and come in person or they would not send my records without the release form. I even received a letter in the mail from Dr Ma after this interaction saying she was made aware of my conversation with her staff and that they would cooperate with sending the records if I got a release. Finally I went to my PCP and they sent a record release form to them….but not surprisingly they still never sent the records. I ended up having to go to my surgeon who I was referred to by GI excellence and he printed my records for me saying “They are your records, why would I keep them from you?” I guess GI excellence is the only place that will hold your records hostage in retaliation for you leaving their practice. Thankfully I have a new doctor now and I won’t be looking back after posting this review. I know they will probably respond to this post blaming me since that’s what they do for all reviews. But it really only looks bad on them with such a history of poor patient care."

"Dr. Ma is one of the best but because of her front office staff she lost a patient. I have never left a building in tears. The office manager wouldn’t even come out to speak to me to fix their billing error. Until they fix their error they wouldn’t let me keep my appointment and pay the correct copay. I ask if I can speak to the office manager since my insurance carrier was on the line to show them their error in billing and I don’t have a past bill. The front office manger said no she would not come out and speak with me and the receptionist took the information from the insurance to clear it up but still said until she can get the information into the system I couldn’t Kepler my appointment and I ask why she said if you don’t leave I will have security make you leave she escalated the situation for no reason. She didn’t want anyone to question her wrong decision. My insurance heard everything and was shocked and recorded the call. You can’t get pass the very disrespectful front office staff so who do you go to. Doctor MA will never know what happened to her patient. Sadly I will never go back to that office and I just lost a wonderful Doctor that I looked high and low for."

"Dr. Ma is caring and very thorough but her office staff is very disorganized and show no compassion to the point that I’m considering to go somewhere else. First, I never got a call to schedule my endoscopy for January. When I did call in January to schedule it, the staff said I would have to schedule an appointment to verify my info and insurance even though my information has not change. The day of the appointment, I got a call from them asking if I want to do Telehealth so how am I suppose to verify my info??? When I arrived to the appointment, the lady in front said I owe $40 but I told her I made that payment. Then Maria got involved thinking she was the one that talked to me. After a couple minutes of going though their paperwork, they found my $40 payment. They took my ID and credit card to charge $20 for the office visit. As I was walking in with Maria to the room, I looked at my receipt and saw I was charge $40. So I said to Maria, the charge is wrong. Maria told me with an attitude to relax. I told her I have every right to be frustrated because of their disorganization. She argued back and said they aren’t and explain there’s only 2 of them right now. Well, how am I suppose to know that and that’s no excuse to not know how to count. Yes, I did get my $20 back but I’m frustrated to spend $20 for this visit with people that don’t know what their doing and frustrated so much that my blood pressure was high. Then I get a called back couple days from Maria regarding my appointment. I called back and talk to Tanya saying that I have to paid $350 upfront. I told her my insurance have no deductible for in-network and that there was no upfront charge the first time. After verifying with my insurance I called back to speak to the office manager. A lady got my name and DOB and put me on hold then another lady got on and then put me hold. After waiting for over 10 minutes she said the office manager was in a meeting. So not sure if they made me wait intentional because how could they not know she was in meeting with a staff of no more than 5 people in a small office. Not sure if I will get a called back from the office manager or if she will care."