After my doctor practice has moved under Carbon it really does not work well. It is not possible anymore to call and speak with a receptionist because Carbon doesn't want the office to have a phone locally. It is impossible to take appointments. The test results are not visible on the portal. It was much better before Carbon Health when i could call and speak with someone at the location. I took an online appointment selecting my clinic in Sunnyvale and i met with a random doctor from Los Angeles who obviously did not know anything about me. I wanted to talk with my doctor who i have known for years. With Carbon health taking over my doctor has left the practice.

My first appointment with this clinic was great. The doctor I saw was kind and understanding. I have chronic migraines and she said they would be able to continue my treatments, rather than me having to see a specialist for something routine. I set an appointment for the following week, knowing we may have to reschedule due to insurance authorizations. This is where I began to encounter problems. The front office staff and authorization department have proved to be incredibly difficult to work with or get results from. The authorization department failed to answer a question from my insurance company and the request was denied. The office did not inform me of this, in fact I had to call the office every other day for a week and a half before getting an answer. The following week after speaking with my insurance company I informed the office how to obtain authorization, they did and asked me to follow up with the pharmacy. The pharmacy never received the prescription, so I again tried to call the office staff and was unable to get through. I finally spoke to someone two days later to cancel my appointment for the second time since without the prescription, the doctor would be unable to perform the procedure. It has now been one week since the last message I left and I have not received a callback. I was finally able to get information once I broke down sobbing to Rich in the scheduling department. I was so frustrated with not knowing any information regarding a procedure for my healthcare. It turned out they had sent the pharmacy the prescription using information I had provided, but had not written the prescription correctly so again my insurance company was denying to fill the prescription. By this time I had began the process to switch insurance carriers and since they had taken a month to unsuccessfully get a procedure authorized and completed it was too late and my insurance had switched. The office is almost impossible to get in touch with the touch option for the front rings on a continuous message loop and the option for the operator forces you to leave a message after two minutes of hold time and if you do leave a message do not expect a call back. Turns out it will be easier for me to fly to southern California every 3 months than deal with this office. If you only need to see them for the most basic medical care maybe they're great, if you need anything requiring additional effort on the office's part or if you need to speak to an actual person regarding your healthcare I would highly suggest finding a different office.

This review is aimed at the front office and billing. I did not get medical treatment here as the up front billing procedures made me uncomfortable. They required a credit card on file and refused to provide a billing estimate despite their policies explicitly stating one will be provided. When I asked about it I was told "to get a bill we would need to escalate to higher ups. It will take a week". This felt unprofessional, along with other negative billing reviews I read, I decided not to proceed with the treatment

The Sunnyvale office is really good in my experience. I never wait more than a couple of minutes and everyone is so friendly. I always see Vincent who is a good listener, really friendly, kind and very helpful.

I had a wonderful experience here! As a woman of color, I'm always anxious about going to the doctor. Not the case here! The whole staff was very courteous and I felt very comfortable. Dr. Jayakar was excellent. She answered all my questions and had wonderful bedside manner. I feel very lucky to have found such a wonderful PCP. Thank you!

I’ve been a patient at this location since 2018. The transition to Carbon was smooth! I’m always happy with the level of care and communication from their team.

Just the basic act of making an appointment becomes difficult and super confusing. The app wanted me to fill out a medical info but no info on where I should do so. They sent me email and text to get me to complete the info but no link or other info on where the form is located (I clicked everywhere in the app). Worse, my appt got cancelled because I didn’t complete it in 20 minutes time!!

I had a terrible experience with Carbon health. They highly over charged me for basic services. They are never reachable on phone. They take too long to bill you. They auto charge your credit card even without consenting. On top of all this, I ran into a problem where they claimed to be an in network provider at the time of appointment setup. But at the time of billing, it turns out that they were out of network. Even after 6 months since my visit, I haven’t resolved the billing issue with them. I am highly regretting my decision to get service from Carbon health. I would not recommend this place to anyone.

EDIT (10/24/23): Sara from the Sunnyvale office has reached out and assisted me with getting my billing issues resolved - which was very welcomed. I am aware that the doctors and staff themselves are not affiliated with billing services, and it’s really unfortunate that this extra layer of bureaucracy seems to indirectly reflect poorly on the actual services themselves. I’ve bumped up this review to reflect the actual quality of the overall service I’ve received my past year, with the exception of a star off due to lack of transparency from the billing services, which can really make or break your overall experience. I am planning to stay with them for the meantime due to lack of options around the Bay, but beware of the potential extra time you may have to take just to get billing issues resolved. ORIGINAL: The doctors and nurses at this office are quite nice, attentive and friendly. I give the extra star solely for this quality of service. However, Carbon Health billing practices in general are borderline predatory and misleading - and has been causing me unnecessary stress, headache, and a lot of going back and forth between the provider AND the insurer trying to resolve many billing issues. Their support staff are often clueless and have no idea what is going on with the guidelines, and despite multiple attempts to follow-up and nicely asking them to cooperate and assist me in getting things resolved with my insurance, they've ghosted me in my communications, which is extremely frustrating. 1) I've been seeing Dr. Que for my regular check-ups to stay on a certain medication. My insurance directory lists Dr. Que as an in-network provider, along with the Sunnyvale Carbon Health location. However, for the actual claims, the services from Carbon Health are billed separately from a different location, which registers as out-of-network, which has caused my insurance to deny any sort of coverage regarding these visits. This is straight-up confusing and just misleading - as the costs incurred are almost 2x or 3x the actual costs if it were in-network. 2) To stay on my medication, I have to perform routine lab checkups as part of the preventive services needed. Such lab work is contracted to a third-party, who then file separate claims for the services provided. Under ACA, insurers are federally mandated to cover such services. However, there are a few caveats that can cause this to be voided, such as an incorrect diagnostic code that registers the services as "diagnostic" instead of "preventive". I had been receiving multiple lab bills, despite never having to pay for such services on my previous insurance when I was still on the same medication, and after inquiring with both the lab and insurance, was told that the provider had to use the correct diagnostic code in order for the insurer to cover the necessary lab work. However, Carbon Health staff insisted that they indeed billed the correct diagnostic codes, and refused to budge any further, despite me providing the transcripts from the insurance side saying that the provider must communicate with them to re-bill the services using the correct diagnostic code. There's no effort to reach out and attempt to check-in and follow-up on the issue, which is disappointing to say the least, given the kind of money I would have had to shell out to even be able to even get care here without insurance. It's so unfortunate because the commendable services from the doctors and nurses here are ruined by the atrocious and asinine corporate billing practices and customer services, especially when it comes to financial matters. It feels like once you’re on the hook for the actual money (even when you’re spending a fortune on a good health insurance plan), they could care less about you as a customer because they think it’s really not their responsibility past delivering the actual services. Needless to say, I am planning to find a different provider who’s more knowledgeable about these processes and who actually treats patients with respect and attention when they bring up issues.

This was my first doctor's visit since immigrating to the US. In the days leading up to the appointment, the clinic made sure to remind me via texts and phone calls about my scheduled appointment. During the day of the visit, every employee I interacted with was kind. The nurse that did my intake was understanding and patient; my English is limited and she took the effort to translate questions to me via her tablet to make sure I understood and could answer her questions appropriately. During my visit with Dr. Que, she took the time to ask questions thoroughly, was very patient, and showed immense and genuine care. She also explained her thoughts and treatment plans clearly to make sure I understood. I felt she had my best interest at heart. Overall, I had a great experience and the staff left me with a wonderful first-impression. In seeking medical help, trust is of utmost importance and I definitely trust Dr. Que!

The staff is very friendly, the establishment is extremely clean. I was well taken care of. This will be my new primary Dr. Thank you.

Though it was late (I was probaly the last patient of the day), I wasn't rushed. They also took their time to get me ready for follow ups.

After they switched from Elite Medical to Carbon it all went down hill from there. It’s impossible to get a hold of anyone on the phone and trying to connect them through the app is a waste of time since no one answers or responds to your request. It’s convenient the office is near by my work but unfortunately I might have to look for another doctor.

1- Lobby and doctor office very clean 2- Receptionist is very nice and educated. 3- Nurse or doctor assistant very good. 4- Dr listened to me and educated me about my health and excellent doctor

Dr Jayakar and Sara (from the Sunnyvale office) are great. Professional, speedy and caring. I am so very happy to have found them. However, can’t say many nice things about customer service. Found that they tried to help but were a bit ‘lost in space’. Dr Jayakar and Sara (and Daren) made up for it.

From registration to final exam, the entire process and staff were efficient and friendly. My medical needs were addressed, and my time was well spent. This isn’t the case with all medical providers, so I appreciated my service today. Kudos for conscientiously providing a valuable service. When people enjoy, or don’t enjoy, what they do, it shows. Vincent S. Lum 3/20/23

I had a great experience at Carbon Health. Dr. Jayakar was fantastic! Very Competent, caring and friendly. The staff were really nice and friendly too and ensured the appointment went off very smoothly.

I came here for my annual physical check, and my experience was great! This is also my first time meeting my primary doctor. Dr Jayakar, her assistant and all the staff at the location are really friendly, and the whole process was smooth and clear.

I bought my Mom for general exam yesterday and Dr. Que is very thorough and professional. She is very kind and we really enjoy the experience with Carbon Health. Thank you

Staff very friendly. Doctor was very nice too. Was able to go through the annual check up without any issues. I recommend very strongly.

The professional care is spot on but I also would like to say that the exceptional staff go above and beyond to make sure you’re taken care of. I’ve enjoyed every visit so far and will definitely be back.

I think we need a group of doctors and nurses in this country especially in the Bay Area that practice their professional medical care as well as respect our racial diversity. In Chinese, we say 医学无国界，医者共仁心。I know that only doctors and nurses who worship this discipline would finally stay in their pure loving land and give the best love and care to the patients.

While Dr. Yaskin is top notch, her staff and Carbon health leave a lot to be desired. My prescriptions have been mishandled every time they are up for renewal. Wrong time frame (90 days) wrong number of pills, not returning fax inquiry from the insurance company. I could do on and on. Recently, they changed to Carbon health and while I had hoped that thing would go better, they've actually been worse. I've been repeatedly asked to upload documents I can see I have previously uploaded on their system. They cancel appointments because I have never submitted the documents. Dr. Yaskin is my doctor, yet I don't see her anymore--rather I am shunted off to a PA. If you are looking for a good doc, visit Dr. Yaskin. She is terrific. Unfortunately, trying to get to her is IMPOSSIBLE>

The people were really nice and helpful. They explained everything well.

I HATE this place and I rarely give reviews but I just gotta do it. I made an appointment online and they waited until the DAY BEFORE THE APPT to tell me that my doctor no longer works there and that they have no other doctor that will take my insurance. But the person on the phone didnt say that. She worded it as saying that my insurance was terminated! Just say that YOUR OFFICE does not have any doctors that will take the insurance! Also the PA I had, Irina BS was really not that great at all. She diagnosed me in person with one thing but put something different in her notes and when I mentioned it, there wasn't really an explanation about it. She refused to renew my prescriptions out past a month so my meds that I'd been taking for three years now, kept getting interrupted because she wont listen and just renew the prescriptions! I honestly don't even know if I'm going to be able to get my medicine for the next 30 days. And the online portal is the WORST. They don't even answer the messages! The front desk staff is joke. Again this place is the worst and you should do all you can to STAY AWAY!!

Excellent care by my primary Doctor a d he staff who are wonderful as well…

I would HIGHLY recommend Carbon Health. It amazes me with the medical issues I had addressed in San Diego, I literally found a PCP and C.H. right on the first visit. They are extremely responsive, kind, amazing at communication, and doctors (Dr. Que for me) are very present and they give you human kindness and not rushed and get to know patients. ALL the staff members are of the highest quality, even their call centers. This place is really one of a kind and I lucked out. I come from an entirely health care background, and have a lot of insight on what is good healthcare. Carbon Health deserves accolades for how great they are. From in person and communication, to the call centers. Thank you 🙏🏽

I came here for my annual physical examination. The entire process was super smooth. The messaging system is really easy to use and I always get prompt response within 24 hours. All my lab results and the doctor’s instructions can be found easily in the chats. Highly recommended.

In my first visit at Carbon Health, I found my PCP was attentive, inquisitive, and thorough in her work. Booking is also easy through their user-friendly app, which allows you to make appointments, message your PCP, and view any lab results. Short wait times are a plus as well. Definitely recommend.

It is frustrating not to be able to directly message your specific doctor. I am not comfortable posting my doctor questions on a general board. I have contacted the clinic and am able to easily speak with someone, they have all be helpful and nice to speak with. I am referring to the Carbon Health online system not having the option to directly contact/ send a direct message to your Primary Care doctor. For example, with Sutter Health online and Stanford Health online you can directly send a message to your doctor. I asked the person on the phone why there is not an option to directly send a message / question to your doctor and he said the doctors are busy so messages go through them and they will let the doctor know if they feel it's a message the doctor needs to directly see. I really wish there was a way, like there is with other medical providers to directly message your doctor without other people publicly seeing it. Privacy is important when it comes to health questions or concerns. Also, there are so many different people reaching out on the Carbon Health app that it gets very confusing and overwhelming. Please streamline communication on the Carbon Health Portal.

Easy and fast appointment scheduling especially for new patients. Very user friendly online access for patients. The team is very responsive and professional. Thank you for the great experience.

The staff are really kind and understanding. Every time I have come I feel welcomed and cared for . I highly recommend this place to anyone whose looking for a primary care doctor .

I really liked the staff. They were very friendly and mainly very informative. The facility was clean and the COVID protocol was strictly in place which made me feel protected. I definitely recommend them to anybody who needs medical attention.

Dodgy pricing. I needed a quick blood panel, and agreed to pay the price of $195 online. High for basic blood draw, but I needed it on short notice, so I was OK with it. I show up and they say the lab work ont he blood will be additional money and they do not know how much money it will be. Website when I booked was not transparent about pricing at all. Seriously sketchy.

I love carbon health care. They’re very professional with every step. Their app is so brilliant and any questions we have can be posted there and we can expect fast replies from dr’s or representatives.

I just had my first appointment with Dr. Jayakar. She and her assistant Vanessa were very thorough and personable. I’m happy with my experience.

I have only just started going to see Dr Jayakar, but my experience with her and her team has been great.

It was just a follow up appointment to check my blood pressure and see how my blood work turned out and my cholesterol it was a good appointment.