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:07/03/2024

  Type:Billing 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 was referred to Animas Spine by a podiatrist. The Podiatrist accepted my Medicaid / No Deductible insurance. When I went to Animas Spine on 2/28/24, I was required to provide my identification and insurance card. My insurance card clearly states MEDICAID on the front of the card. The reception was so busy, she asked me if I was looking for a job. Before my scheduled follow up appointment, I called to confirm my insurance. Reception said they didn’t know and transferred me to accounts payable. I was then told Medicaid is not accepted. About 90 days later I received an email billing for $210. I communicated all of the above via 3 emails and 1 phone call. I have received 2 invoices 6/6/24 & 7/2/24 from a billing service. I believe the reception was too busy or inexperienced to knowledgeably examine and approve my insurance and I should not be responsible for their error. I am afraid they will send my billing to collection and affect my credit rating.

  Business Response

  Date: 07/11/2024

  Dear *** *******

  My name is ****** ******.  I am the Director of Clinical Operations at Animas Spine. I received your complaint via mail filed through the Better Business Bureau NM.  I immediately forwarded your concern to *** ********.  He offers the following:

  Let him know that I hear his concerns.  However, it is always the patient’s responsibility to check if the doctor they are going to see is in the network of their insurance plan.   This is particularly true when someone travels out of their state. He could have called the phone number on his insurance card to find out I was out of network. They have online search engines available as well. He signed a consent form saying 'he knows it is his responsibility to call the insurance carrier regarding benefits and if we are in-network”. That being said, he did give us an insurance card that said he had Centennial plan. Let him know it is difficult for all of our staff to always know which plans are in network. The receptionist at the time was newer. Thus, I am willing to partially reduce the charge. 
  
  $157.50.  Which is 25% off our cash pay price and 65% off our typical $350 charge.
  
  ** ********
  
  

  Please do let me know if you have any further concerns, as your opinion does matter.  I am sorry you did not have an exceptional experience here with our front office.  I can assure you we will not turn your account over to collections and affect your credit rating.  I am happy to arrange a 4-month payment plan also.  

  Sincerely, 

  ****** ******

  Customer Answer

  Date: 07/17/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Billing was $211 and now they're saying 25% off $357???

  No amount of settlement is acceptable 
  
  
  
  Regards,
  
  
  
  **** ******
  
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]