Complaints

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• Initial Complaint

  Date:11/11/2023

  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 received a bill in the mail for $80 (of which the charges and credits did not even add up correctly). When i had called to ask about a $91 credit that had been issued to my account, they called me back 2 days later and my bill was now $200. They could not figure out why the credit was there so they just removed it. I am being told about charges that were never billed from 2022 under a different insurance. The fact that every time i call there is a different charge or explanation tells me that they are not even sure what I owe and their books and records may not even be accurate.

  Business Response

  Date: 11/22/2023

  Until September of 2023, we had not seen this patient since June of 2022.  The patient had treatment in June of 2022 and that insurance adjustment had not been entered correctly, therefore creating a credit. This date of service showed him with a credit that was not true.  When we treated him in September of the following year, his account showed an incorrect credit.  We then saw him again in October 2023, having received the claim back from September, the credit amount had changed because some was attributed to the amount of out of pocket owed for treatment done in September.  This is when the patient acknowledged a difference in the "credit" amounts.  When we received the insurance claim back from the October date of service, the patient owed money out of pocket.  The patient was then sent a bill.  The patient then called to inquire about the bill.  The account was then audited.  The original insurance mistake from June of 2022 was discovered.  The office forgave the money actually owed from the June 2022 date of service because it was our mistake.  The Explanation of Benefits for each date of service were shared with the patient and he was able to see what was owed per insurance.  We apologize for the initial mistake.  When concern was voiced by the patient, we initiated and audit to answer any questions. We discovered the mistake from 2022 with the different insurance carrier, forgave the difference and apologized for the mistake.  I am sorry that the patient is upset for the billing issue, but he seemed happy with his treatment.