P
Prateek Jain
via Google I visited California Skin Institute in October 2023 for a routine issue. Nearly two years later, in October 2025, I suddenly received a bill for $30, which arrived only after the company was acquired.
When I contacted their billing department, I was told the delay was because my insurance supposedly took two years to process the claim, which I find very hard to believe. When I asked for documentation or any record of correspondence with the insurance company, I was told that it was not their responsibility to provide that information and that I would need to contact my insurance on my own.
This puts patients in a frustrating position, especially when the bill shows up years later with little explanation. If you go in for a routine visit, be aware that you may not get much follow-up care, but you might get a bill years down the line.
It also felt uncomfortable that their payment system repeatedly pushes bank account payments, along with an audio message discouraging credit card use by implying it won’t help with medical debt issues. The overall experience felt more focused on collections than patient care.
I would strongly recommend asking detailed billing questions upfront and keeping thorough records if you choose to visit.
P
Pernell Wintvia Google My visit in October was not a good experience. I felt very rushed and was not able to properly share the concerns for which I went. They seem to know it all and did not give me the space to say much. I was also prescribed something that did not help. I called back to get some assistance for follow up. I was promised a call back which I did not get. When I was leaving, I was told that there was no charge. Two months later, December, I got a bill collector company calling for me to pay a bill. I got a bill in the mail a day later. I called in the day after and paid it. I am very disappointed with this office for the service rendered.
V
Venessa Gilbridevia Google When you call, you speak to AI agents. I had a simple question about pricing and a consultation and was transferred to a person who likely works in another country and could not answer my questions. They were going to transfer me again.
I decided to call another practice in town and spoke to a lovely human who answered everything clearly. I am now booked for my procedure with their office.
Sorry, but when it comes to medical care, even elective procedures, speaking to a real person who actually works inside the office is still the level of service I expect. I am so sad the Skin Institute is no longer. I was a patient there for many years.
L
Lonnie Barishvia Google I was referred to this group by my Dignity Health primary care Dr. I was called back by them to schedule my appointment and had to drive 45 min from Santa Cruz to get there. When I showed up for my appointment, they had no record of it. With the receptionist doing some digging she discovered that my appointment had been cancelled three days earlier. She found a record for me with the wrong phone number and wrong email address. Apparently, they tried to contact me on both of these wrong systems, and with no reply, canceled my appointment that I waited two months to get. Whoever did the initial scheduling on the phone needs some serious retraining to make sure they get the right information when booking appointments. I wasted 1.5 hours of my time and 1/3 tank of gas. I suggest reading the other 1 and 2 star reviews, all similar recent experience with poor management and training! I am not going back.
F
Familia BurrolaGomezvia Google My wife and I had a very disappointing experience at this location. We waited over a month for our appointment, only to be told upon arrival (15 minutes early) that they had overbooked and we could not be seen by the doctor we had specifically scheduled with.
After explaining that we both had taken time off work (non-PTO) for this visit, they eventually spoke with the doctor and told us we could be seen at 10:00 AM—1 hour and 15 minutes after we arrived. In reality, we were finally seen 2 hours after our original appointment time.
To make things worse, while our insurance was billed $600 each (a total of $1,200), we were only with the doctor for about 15 minutes total—together. Our final out-of-pocket balance was $36 each, but the overall billed amount reflects how overvalued and inefficient the experience was. At that rate, the office effectively charges $80 per minute—easily 50 times what an average tech worker in the Bay Area earns per minute.
The doctor herself was professional, accurate, and apologetic—the issue was clearly not her fault, but rather poor management and disorganized scheduling practices. When we asked to speak with a manager, no one ever showed up to explain or apologize. The front desk staff even mentioned that their online appointment system “is messed up.”
Additionally, the exam rooms are very small and located in an old Los Gatos building, making the space feel cramped and claustrophobic, which only added to the discomfort of an already frustrating visit.
Overall, this location feels overrated, disorganized, and poorly managed. The doctor deserves better support staff—and patients deserve a more respectful, transparent, and professionally managed experience.
