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:07/05/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  When I gave birth at *********************************, I was given the option to have my son get circumcised on August 18, 2023. However, some lady from ***************************** ****** did not want to take my insurance information because I told them I have TRICARE Prime through the military. However, they said in order to get the procedure done, I would have to pay upfront and that I will receive a receipt mailed later on and to file this through my insurance. The circumcision cost $400.00 which I paid using my credit card. Now that I received a copy of the check and Itemize Bill, I have been working with TRICARE to get my reimbursement. TRICARE however told me that **************/Arizona Advance Urology is in network and did not require me to pay upfront. 10 months later I am still waiting to get reimbursed. I am the one to file a claim through TRICARE however, for some reason TRICARE managed to send another check to pay ************** for a procedure I paid for. According to TRICARE I am unable to get the full amount of $400.00. The itemize bill I received and sent to TRICARE shows a charge of $451.00 for a procedure that is covered under TRICARE. I paid $400.00 and filed a claim to only have the Doctor's ****** get additional money and no reimbursement for me. TRICARE sent a check out to ****************** ****** that is currently pending. I don't understand how I pay for a procedure that is in network with TRICARE, file a claim through my insurance and TRICARE currently pays out the Doctor's ****** and I am told I will not get the full amount back. That makes no sense, this to me is a scam, Arizona Advanced Urology is in network with TRICARE Prime. I have called TRICARE which processed this claim on June 5, 2024 and they sent a check out to ****************** ******, and I was told this that is not yet cash out from TRICARE. However, I received no reimbursement. The Doctor's ****** not only got paid by me but also an additional payment from TRICARE. All I want is to be reimbursed.

  Business Response

  Date: 07/30/2024

  
  I am writing in response to the above complaint ID ********.
  The procedure was performed on 8/19/2023 per family's request.   Pt's family had made payments for the procedure to the office to get the circ done asap in the hospital which was done- services were provided.  We were not made aware of any insurance coverage at time time.  Family had paid the office (they would have to call the office and make arrangements for the services), so the circumcision would be done in the hospital.
   
  No referral provided from triwest for the services so we would not be able to submit to the insurance-this was  provided 6months after to the billing department.  Our office was asked to submit claim by mother to the insurance after 6months which was submitted on 2/2024 per family wishes.  The claim was paid in 6/2024 by the insurance (partial payment), and subsequently insurance has asked for the refund.  Mother had requested the refund of 400 which has been done in 7/2024.  The amount of money paid for the  procedure after 10 months was only 40 % of the agreed amount and insurance has issued a refund back.(we would not get paid for the circ procedure by the insurance nor by the family)
  We are being asked to do surgery for FREE which is not appropriate in any circumstances.  
  If families and insurances play these games, no physician will ever provide services when families want it.  This forces ************** to stop doing surgery when patient's or family want  them and change their minds after the fact. 
  It is an unacceptable process and causes future patients to suffer if this behavior is considered acceptable.
  Sincerely
  Arizona Advanced Urology, PLLC
  management.
    

  Customer Answer

  Date: 07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have issued a the reimbursement.
  
  Regards,
  
  *************************