ComplaintsforCranial Technologies Inc

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August of 2023 my child's pediatrician recommended that he get a consultation for a DOC Band treatment. We went for a consultation and met with the medical staff. After the visit they said that they would put the information through to my insurance company and would contact me once they received a reply. My insurance company sent a denial letter stating that the band was not covered on August 17, 2023. I then spoke with an billing agent to discuss the cost of the band and treatment and financial options. The agent advised that the cost would be $2,500 because my insurance did not cover the band and that I could finance the treatment using their loan services or pay in three installments. I chose to pay in three installments. On September 4th, I paid my first installment payment of $833.33. I would then pay again on October 6th and the final payment would be deducted from my bank account on November 6th. On November 22nd my child went for his weekly session to check his band and my partner was advised that they needed to take additional photos for a second band. This was discussed during the initial consultation with the healthcare provider. However, it was never mentioned that I would be required to pay $2,500 for each band. Which was told to me by the healthcare provider on November 22nd. I advised her that when I initially spoke with a billing agent I was told that the process would cost a total of $2,500. The actually price of the treatment is $7,500 as the provider advised that I needed to pay for each band at a cost of $2,500 each. I asked for a phone number for her regional manager. He called me on November 27th. I advised of my concern and advised that my insurance was billed $4,000 on 9/13/23 even after coming up with a financial agreement. He said he would look into the bill and listen to the tapes with the insurance agent. He responded via email and said that my insurance wasn't billed. I sent him proof and haven't heard from him since.

  

  Business response

  01/02/2024

  To Whom It May Concern,
  
  I am writing to address the complaint filed by Ms. ********** ********* regarding the additional price charged for a second DOC Band device during her treatment. Ms. ********* claims that she was not informed of this additional charge, but we would like to clarify that the information was provided to her in the Financial Agreement that she signed on September 4, 2023. The agreement, which can be found on page 9 of the complaint document, explicitly states that if additional bands are required, the full cost will be incurred for each band. It reads:
  
  “DOC Band Treatment is an all-inclusive service, and the charge includes imaging, fabrication, fitting and adjustment appointments for one Band.
  
  Approximately 15% of our patients require a second band to achieve the desired outcome and less than 1% require more than two bands. However, if additional bands are required, the full cost will be re-incurred for each band.”
  
  Furthermore, Ms. ********* complained that the billed amount was not the same as the amount quoted to her. It is important to note that our billed amount is subject to discounts by insurance, if applicable. If insurance does not cover the charge, we ensure that the billed amount is discounted so that the patient only pays the amount that would have been covered and charged by insurance if it were covered. We do this as a courtesy to the patient to avoid any unexpected bills.
  
  We understand that Ms. ********* may have misunderstood the terms of her treatment, and we apologize for any confusion or inconvenience this may have caused. However, we would like to reiterate that the information was provided to her in writing, and she signed the agreement indicating her understanding of the additional charge. If there are any further concerns regarding this matter, please do not hesitate to contact us at *******************************.
  
  Sincerely,
  
  ******* ******, Operations Support Specialist
  Cranial Technologies, Inc

  

  Business response

  01/08/2024

  Our insurance process follows compliance standards and regulations set forth by multiple healthcare and government agencies. To maintain privacy, we are not able to disclose additional specific information about this patient. However, the patient can reach out to us to discuss further.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was informed my daughter needed a band to correct her head shape. With very little expansion provided by the clinician during the process, we decided to proceed. When the imaging was done to have the band made, their computer system was down. I was unable to sign documents agreeing to pay for the band as well as unable to make payment. I was forewarned the band may be delayed in shipment as a result of this issue. The morning of the fitting, I received a call saying that my daughters band was lost in transit via ***** and a case has been opened. The band could not be located whatsoever. I paid $1425 with no product in hand and this device is time sensitive in regards to treatment. However, I was told they would use the same images (also time sensitive according to them) if the band is lost entirely. They have been a nightmare and seems more like a sales pitch than a necessity.

  

  Business response

  10/04/2021

  Hi **** we are sorry to hear about the issues you experienced. It is our goal as a plagiocephaly specialized clinic to provide our patients with the best possible outcomes and customer service. We have looked into your case and are able to confirm that ***** was able to locate and deliver their missing parcel within 48 hours of their scheduled delivery time. We apologize that ***** lost our package containing your item, now that has been resolved we look forward to providing you an improved experience with Cranial Technologies, thank you.

  Customer response

  10/07/2021

  I wrote into the BBB after attempting to contact Cranial Technologies and voicing my complaints/concerns. I have yet to hear back from them, but received a response here. My daughter had a well-visit earlier this week and within the first week of wearing her band. After removing it, the doctor commented, Looks like treatment is going very well and that shes at the end. She was shocked to learn she just started. I also learned that my daughter will follow the same clinician throughout her entire treatment which I find suspicious. If you train your clinicians the same and they follow the same standards that shouldnt be necessary, right?! 
  This still very much seems like a sales pitch to me and the more appointments my daughter has, the more validated that statement becomes. This has been a horrible experience and no one from the company will contact me directly thats in upper management. 

  

  Business response

  10/13/2021

  Our organization prides itself on excellent care and service. We understand that you have had an opportunity to speak to the Regional Director and was able to resolve the concerns you had. Thank you for your feedback on your experience.  

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