I contacted Swiss Acupuncture as a "test patient" because several friends and family members were…read moreinterested in trying acupuncture, and I wanted to evaluate the clinic before recommending it.
When I called, the staff asked for my insurance information and confirmed that my Microsoft insurance covers 24 visits per year. They scheduled an appointment and assured me the clinic was in-network, so everything seemed straightforward.
Unfortunately, my actual experience was extremely disappointing.
At the front desk, I was greeted by a staff member (her name was Nura(?), per office manager). The very first thing she did was demand my credit card. I politely explained that I prefer to wait until my insurance processes the claim and then pay any remaining balance, if any--this has always been my standard practice. Given the prevalence of credit card fraud, I am not comfortable providing my card upfront. Moreover, this requirement was never disclosed to me prior to my visit.
She insisted that I must provide a credit card. I calmly reiterated my position. At that point, she looked at me and said, "Why are you so STUPID?"
I was shocked. Regardless of office policy, there is absolutely no justification for speaking to a patient in such a disrespectful and insulting manner.
I responded that if I am considered "stupid," then this is clearly not the right place for me, and I was prepared to leave.
When the doctor returned, I asked if I could briefly speak with them. The front desk staff aggressively intervened, stating that I had no right to speak to the doctor directly and that everything had to go through her. She repeatedly interrupted me and would not allow a normal conversation.Given the tension created by the front desk staff, it no longer made sense for the appointment to proceed. Both the doctor and I agreed that canceling the visit was a reasonable and appropriate solution. I specifically asked whether any cancellation fee would apply, as I had noticed a notice regarding such charges. The doctor clearly confirmed that no fee would be charged.At that point, I had had enough. When the office manager returned, I informed her that I would not proceed with the appointment and would not be returning to the clinic in the future. At 4:17pm, I received a message stating, "Your appointment with Min Chen on Friday, April 10, 2026 at 4:00 PM was canceled by yourself." The wording of this message was both inaccurate and concerning, as it seemed to deliberately frame the situation in a way that could shift responsibility onto me. However, the conduct of the front desk raised serious concerns. It appeared that their actions were aimed at creating a record that could later be used to justify a cancellation charge, despite the circumstances being beyond my control.This experience was unacceptable. One individual's behavior completely undermined the professionalism of the entire clinic. I would strongly caution others against coming here--encountering such hostility and disrespect is simply not worth it.
