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:07/22/2025

  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.

  This complaint is on behalf of my father, who is 96 years old and legally blind. Advanced ************************* Center charged him $475.00 to trim his toenails after they said that the charge would be $50.00. I called them the week of 1/6/2025 and asked the charge for trimming toenails. I told them that it would not be covered by insurance or ********. They said that it would be $50.00 and I made an appointment for Jan. 13. At the visit, I repeated that it was not covered by insurance or ********. They did not say that that would make a difference in the cost. At the end of the visit, I was given a receipt for $475 (attached). I questioned the amount and they said it included a $425 first visit charge. I was not informed of that charge before then. It is not on the receipt. I protested the charge and asked for a refund. They said they would send my request to the office manager. I called a few days later and was told to send the office manager an e-mail. I e-mailed a refund request on Jan. 17 and received no reply. I e-mailed again on Feb. ******************************** He said that ******** always paid the first visit charge and that my father was an anomaly since ******** did not pay the $425 charge for him. He did not say if the $425 charge only applies to ******** patients. When I said I told them twice that neither ******** nor insurance would pay for the visit, he repeated that my father was an anomaly. He did not explain why we were not informed of the $425 charge at any time before it had been made. He refused to give a refund. At the Jan. *********************************************************************************** that would warrant a first visit charge. He did not review my father's medical history with us or carefully examine my fathers feet and ankles. He only trimmed my fathers toenails and bandaged the toe that he himself cut. Fortunately, the cut did not require further medical care.

  Business Response

  Date: 07/24/2025

  
  Hi, 
  In response to Your inquiry, I have looked into the details of your fathers bill. In your email to our office,  you stated that your father has ****** permanent insurance and not ********. Every ****** patient knows they must see a participating physician at a ****** location. This physician is not part of ******.
  Any new patient requires a new patient visit. The cost of that visit was $425. If a patient has ******** , the cost of the visit would be covered by ******** , and the nail cutting which is not covered by ******** , would be $50. 
  However, your father did not provide ******** information and was therefore charged for the visit. It is standard of care to charge a new patient visit when a new patient is seen at any office. If he has ******** B , that is not an advantage plan ,and the office participates, you can provide that information and  we can bill them for the visit and if they reimburse us then we can refund you for the visit. If he does not have ********, then he is considered a cash visit and u were charged appropriately.  Please contact the office if he has ******** benefits and provide a copy of his ******** card. Thank u so much

  Customer Answer

  Date: 07/31/2025

  I am rejecting the business' response because it fails to answer my complaint that my father and I were never informed of the $425 first visit charge. I informed the business' staff twice that my father's appointment would not be covered by insurance or Medicare--once when I made the appointment and again when we arrived for the appointment before my father was seen by the doctor. At no time did the staff tell us that there would be a first visit charge. The first visit charge was more than eight times the price of the nail trimming, resulting in a charge more than nine times the price I was quoted for the visit. I request a full refund of the surprise $425 first visit charge.

  Business Response

  Date: 08/01/2025

  Hi ,

   It is obvious that a first time patient would have a first time visit charge. Every office is obligated to bill patients for their visits.  

  If you asked how much is a nail cutting procedure then the answer was if you have ******** its $50. However, since he did not  dont have ******** , a patient will always have to pay the new patient visit plus the procedure, especially if the patient has an hmo.
   
  I can work with you and accept ******** rates for the initial visit since your father is ******** age.  I will have my billing staff refund you the difference. I hope this is helpful.