Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Midwestern Dental switched their billing system to Epic in October 2023. Since then they have attempted to over charge me or have had several balance discrepancies. I had a zero balance as of March but was informed they needed to resubmit some of my paperwork to delta dental. I was assured it was just bookkeeping. However, there now insist I owe them more money. I have told them I am not paying and have provided them with records of payments. They co time to threaten to send me to collections. This is their billing mistake and they need to zero out my balance.

  

  Business Response

  Date: 07/02/2024

  We appreciate the patient bringing these concerns to our attention and apologize for the frustration and inconvenience this situation has caused. We understand how unsettling billing issues can be, especially when they seem to persist despite efforts to resolve them.  We attempted to reach the patient on June 20, 2024, and left a voicemail asking the individual to contact us to explain the status of this account, however we have not been successful in making direct contact and our mail correspondence has been returned. We apologize for the delay in resolving this billing concern and we are working with the insurance company to expedite the process. We ask the patient to reach out directly to Dr. ****************** the Associate **** of the ***************** at ************, so that Dr. **** can answer any questions the patient has and we can reassure the patient this issue has been resolved.

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a patient of the therapy institute since and a great clinical fit since 2021 and have a complaint against Midwestern University. I believe that the university has violated my patient rights, engaged in misconduct, and failed to provide a proper platform for voicing my concerns. I kindly request a comprehensive review and appropriate resolution to rectify the situation.Waitlist Placement: I request immediate placement on the waitlist for services at Midwestern University. It is essential that I receive the appropriate care and support provided by the university. Redaction of Unfair Notes: I ask for a thorough review of my medical records and the redaction of any unfair or untruthful information that does not accurately represent my situation. It is crucial to ensure that my records are based solely on factual information.Closure and Goodbye to Former Therapist: As part of the resolution, I would like the opportunity to properly say goodbye and have a closure session with my former therapist. This would greatly contribute to my emotional well-being and provide a more positive transition.Violation of Patient Rights: Midwestern University, specifically ******************, ********************, and ******************, has violated my patient rights, potentially tampered with my medical file, and subjected me to verbal and emotional abuse. These actions have created a hostile environment and compromised my well-being.Misinterpretation and ******************************* has misconstrued my communication and actions, unfairly criticized my thank you email to my former therapist, and wrongfully terminated and retaliated against me. I never terminated myself This has further exacerbated the situation and hindered a fair resolution.Denial of Appeal Rights: Midwestern University denied me the right to appeal decisions made by the clinic, depriving me of my patient rights. I urge the clinic to establish a clear and transparent appeals process to address concerns and disputes.

  Customer Answer

  Date: 08/07/2023

  Why you are rejecting the business' response
  Dr G called me June 29 and did not address my concerns.  She was hostile & aggressive and did not offer to work with me.  She called from ************ 
  
  -Mention any additional concerns you would like the business to address
  -Give me my medical records as requested and also the appeal forms since I was terminated from the Therapy Institute and stop mistreating me.
  
  Restate your desired resolution
  I have been a patient of the therapy institute since and a great clinical fit since 2021 and have a complaint against Midwestern University. I believe that the university has violated my patient rights, engaged in misconduct, and failed to provide a proper platform for voicing my concerns. I kindly request a comprehensive review and appropriate resolution to rectify the situation. Waitlist Placement: I request immediate placement on the waitlist for services at Midwestern University. It is essential that I receive the appropriate care and support provided by the university. Redaction of Unfair Notes: I ask for a thorough review of my medical records and the redaction of any unfair or untruthful information that does not accurately represent my situation. It is crucial to ensure that my records are based solely on factual information. Closure and Goodbye to Former Therapist: As part of the resolution, I would like the opportunity to properly say goodbye and have a closure session with my former therapist. This would greatly contribute to my emotional well-being and provide a more positive transition. Violation of Patient Rights: Midwestern University, specifically Dr. Z******, Dr. E*******, and Dr. B******* has violated my patient rights, potentially tampered with my medical file, and subjected me to verbal and emotional abuse. These actions have created a hostile environment and compromised my well-being. Misinterpretation and Retaliation: The administration has misconstrued my communication and actions, unfairly criticized my thank you email to my former therapist, and wrongfully terminated and retaliated against me. I never terminated myself This has further exacerbated the situation and hindered a fair resolution. Denial of Appeal Rights: Midwestern University denied me the right to appeal decisions made by the clinic, depriving me of my patient rights. I urge the clinic to establish a clear and transparent appeals process to address concerns and disputes.
  Desired Outcome/Settlement
  Desired Settlement: Other (requires explanation)
  Contact by the business; I would like a representative to provide me appeals forms, and be placed back into the program along with a meeting
  Thank you,
  

  
  

  

  Business Response

  Date: 08/25/2023

  Midwestern
  University has reviewed this matter.  We
  take patient confidentiality seriously. 
  Protecting our customers’ personal health information is critical and we
  are subject to the Health Insurance Portability and Accountability Act (HIPAA)
  which requires that we protect an individual’s private health information
  (PHI).  Because this matter requires that
  we look into personal information, we need the Complainant to give us permission
  to share our findings with the Better Business Bureau.  The Complainant can grant this permission by
  signing the attached Authorization to Release Medical Information form.

  Barbara *. M******, Vice President and General Counsel

  Customer Answer

  Date: 08/26/2023

  As my initial correspondence indicated, I believe I have been subject to wrongful termination and retaliation, leading me to file a complaint. I understand the university's commitment to patient confidentiality under the Health Insurance Portability and Accountability Act (HIPAA) and its significance in protecting personal health information.
  In response to my concerns and request for resolution, the university has communicated their requirement for my authorization to share findings with the Better Business Bureau. I recognize the importance of safeguarding health information, and I value the university's adherence to this principle. I signed a HIPAA medical release of my records on July 15, 2023 and requested the Therapy Institute to mail all records.  Unfortunately I am missing many and they were not in order.  My understanding is that the treatment began around Jan 2022-Feb 2023.  I would like to take this opportunity to formally reiterate my request for immediate access to all my medical records to be mailed or emailed to me. This is my second formal request as my first was made with Dr D******** on July 15, 2023, as my initial request resulted in the delivery of incomplete and disordered records. Having a comprehensive record of my medical history, including psychotherapy notes, treatment plans, and other pertinent medical documentation, is paramount to achieving clarity and resolution.
  Furthermore, I am reiterating my request for a goodbye closure meeting with the student therapist trainee, Reece W******* Such a meeting is crucial for both parties to communicate effectively, achieve closure, and address any remaining concerns.  
  In my pursuit of a fair and equitable resolution, I greatly appreciate your involvement in overseeing this matter.
  Thank you for your time and attention to this issue.

  

  Business Response

  Date: 09/13/2023

  The University requests that Mr. ******* contact Dr. Jared C**********, Dean of the College of Health Sciences, to
  arrange a meeting with the requested individuals.  Additionally, as
  further requested by Complainant, we are providing the link to Midwestern
  University’s Patient Complaint policy.

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