Complaints

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• Initial Complaint

  Date:03/07/2023

  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.

  The date of the service was 3/26/22 and 3/28/22. A bill for services rendered was sent to my Health Insurance provider and my responsibility was determined to be $26.15. The Account Number on the bill statement is ******. The problem is that I have received numerous billing statements from The Oncology of Hope & Innovation and didn't know that I was receiving the same bill for the same amount $26.15 under the same Account Number ******. I have proof that at least 2 checks of my Chase Bank Checking #*** issued 7/22/22 and #*** issued 11/22/22 were cashed by The Oncology of Hope & Innovation. I have called the customer service number ###-###-#### and spoke with a person named ***. He told me that he would look into the situation. Called again and asked for a manager. I was told that the manager was busy and would return my call. No call was received. In frustration I visited the Oncology of Hope and Innovation on **** *** * ** *** *********** ** on 2/6/23. The nurse wrote an email to the main office in ********** to address my problem of overpaying and included copies of the bills and checks issued. I haven't as yet received any notification from anyone associated with The Oncology of Hope & innovation. I would think that this matter would have been resolved by now.

  Business Response

  Date: 04/03/2023

  After insurance payment was made, there was a patient balance due of $26.15.  This was represented on the patient statement for dates of service 3/26 and 3/28.  The patient did provide us a payment for the full balance, and it was cashed and received.  However, there was a delay on our part in posting this amount against the open balance.  Because of this, the patient continued to receive the statements of an open balance.  We did finally post the $26.15 payment on the patient’s account, and there is currently no balance due.  The patient did call the number on the statement and the request from the patient to escalate this to a supervisor was notated in the patient’s account, but unfortunately this was not seen by our team.  We did have delays in posting the patient’s payment and not responding to the escalation request and as a result, we have made internal changes for this not to occur again.  We attempted contacting the patient via telephone on 03/29/23, twice on 03/30/23, as well as on 03/31/23 and have left messages with the complainant in order to explain the resolution, along with confirming that there is no longer an open balance on the account.

  Customer Answer

  Date: 04/03/2023

   I am rejecting this response because: This so called health organization appears to be a big front for so other shady business.  I have received several bills from this organization for the same services namely 3/26/22 for $15.42 and 3/28/22 for $10.73 totaling $26.15 on account number 218688.  I paid this bill by check #*** on 7/22/22.  Then on 10/23/22 I received another bill for the same services on the same account number 218688 which I paid on 11/22/22 with check #***.  Their response of which I'm rejecting states that I no longer have a balance due.  I guess I don't have a balance due since I paid it at least twice.  I have called these people numerous times just to get the round around.  I've written them with photo copies of the Bank statements showing the checks being cashed and the numerous bills showing the same account number and money amount due $26.15.  I never received a response until I contacted the BBB and the California States Attorney's Office.  This organization owes me $26.15 
  
  
  
  

  Business Response

  Date: 04/07/2023

  We have investigated the patient account to search for an additional payment made by the patient.  We have confirmed that the patient issued an initial check in the amount of $26.15, which was cashed and cleared on 8/8/2022.  However, an error was made on our part as we did not apply the payment to the patient’s account timely.  The patient received a subsequent statement in amount of $26.15 and a second check was cashed and cleared on 12/28/22.   The payment amount of $26.15 was posted and the patient currently has no balance due.  However, we have identified an overpayment in the amount of $26.15.  We have immediately begun the reimbursement process to issue a check to the patient as soon as possible.  We sincerely apologize for this error and inconvenience.