ComplaintsforThe Orthopaedic Center

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In June 2022 I had a broken collarbone and had surgery to correct the issue. Everything went well and I was referred to physical therapy after the surgery. I had one appointment and decide I would continue on my own. I received the bill for the physical therapy, paid it and moved on without thinking.Later the next year around April 2023 I began experiencing extreme neck pain. An MRI showed there was a bulging disc and that I would need medication and physical therapy once again.This time I opted to go with the physical therapy. I went to two appointments and received an outrageous bill and was told I had a $3000 deductible. However, their website states that they take the **** / ******************* providers. Every appointment other than the physical therapy appointments were billed correctly, in-network without a deductible.website: ************************************************************ I called to get further confirmation from my insurance and the billing department at *** it was verified with ********************************* that the bills would be reprocessed and would indeed be in-network and that I would not need to meet a deductible and my normal copay would be fine. I continued with the physical therapy appointments under this assumption. Now I have received a bill for all the appointments (including the original one for the collarbone in 2022) that have all been charged out of network and applied to my deductible.I have reached out to the *** physical therapy billing department many times to speak again with ***** whom has not returned any of my messages or calls for the last month or more. I feel that I have been cheated and lied to in order to extract money from me by using false advertising and false statements from the billing manager at this location. I am not sure what else to do now I have a "Final Notice" stating I need to pay the bill in 10 days and it's not even billed correctly.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Visited ************ in the ************** on 3 May 2023 and paid my copay. I was brought to an exam room and told to wait for an x-ray. ************ arrived prior to an x-ray being performed and I explained my issue. He stated no x-ray was needed and he treated my issue. I received my insurance explanation of benefits and it included a charge for an x-ray ($37.83 paid by my insurance and $6.67 for me to pay). This x-ray did not happen. I pro-actively called TOC and spoke to ******* in billing. She verified no x-ray was performed and that they will remove the charge. However, on about 31 May I received a bill that included a charge for the x-ray that was not performed and for the treatment actually performed. I called TOC and spoke to ******** in billing. She stated it was in-review to remove the x-ray charge and she was not sure how long it would take to remove it. She told me to wait on paying anything because the amount could change. She said she'd check with the manager and call back. She never called back. About 21 July 2023, I received another bill identical to the first. I called my insurance company to highlight the incorrect bill to them and me and they initiated a 3-way call with TOC (*******). ******* attempted to contact someone else within TOC but could not reach them. She stated she would call back that day or the following Monday with a resolution and provided her direct number *************). She did not call back. I called ******* on 25 July 2023 for a status and the other person (*******************) had still not responded to her and was away from her desk. Today (19 August 2023), I received a "final notice" dated 13 August 2023 with $28.42 due 10 days from the date of the letter or they will proceed with collection action. I have followed TOCs direction not to pay the bill and they have failed to respond to repeated requests to correct their false billing. I would like to receive a correct bill for the services rendered and an apology.

  Customer response

  09/07/2023

  I went to TOC and they said they corrected the billing error while I waited and provided a note saying I paid in full.

*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. ↩