Complaints

This profile includes complaints for Spine & Orthopedic Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spine & Orthopedic Center

  280 SW Natura Ave Deerfield Beach, FL 33441-3026

• 

  Spine & Orthopedic Center

  151 N Nob Hill Rd Plantation, FL 33324-1708

• 

  Spine & Orthopedic Center

  9325 Glades Rd Ste 205 Boca Raton, FL 33434-3988

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:02/13/2024

  Type:Product 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.

  Back in July of 2023, my son was in a rehab center and was taken to see ****************** of Spine & Orthopedic Center. At that time, they charged my HRA card for $48.53 to cover what they said was a deductible and wouldn't see him unless it was paid; however, the deductible on my health plan was already met and so they now have a credit balance on their account. I have reached out to this office at least 6 times by phone and spoke with a billing person by the name of **** who told me I needed to fill out a refund form on their website. I did that and waited for a couple of weeks and never heard anything back so I called again. She said they never received it so I did it again. Once again, I didn't hear anything back and so I called and was told the same thing -- that they never received it. At that point, she said I could fax the form to them and they would process the refund that way. I did this on November 13th along with sending copies of emails that I received from Cigna showing that they suspended my HRA expense card until this matter was resolved. I've since reached out again two more times, because I've heard nothing back from them. They told me that they received the fax and the billing supervisor by the name of ********* would call me to let me know when I could pickup a check. To date, ********* has not called me and I am not sure what else to do to get the refund so I can send it to Cigna to get my HRA card unlocked. At this point, I want the FULL refund mailed to my home address instead of having to be inconvenienced again by having to drive out of my way to pick up a check. This business has MANY other complaints for the same thing. When will someone put this place out of business and make them return all of the money they have taken from their patients?!? The documents that I have attached are my proof that I have contacted this business for my money back. PLEASE help shut this place down!!!!

  Business Response

  Date: 03/13/2024

  Because there is no pateint in our system "********************************************", a voicemail was left directly to patient to mail refund check to address on file.

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair 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.

  I arrived early for my 3pm scheduled appointment on May 4, 2023. I was asked to pay my $45 copay soon after my arrival. Approximately 3:20pm, I inquired how much longer until I'm seen. I was not given a specific time but was ushered to an examination room soon after. At 3:45pm I decided to leave the examination room since ***** (specialist on duty) didn't examine me. I inquired about a refund for my copay. I was instructed to complete a refund request form. The form mentioned up to 30 business days to receive my refund. A staff member mentioned it could possibly take two weeks.My outgoing call log shows 9 calls inquiring about my refund. I was assured I was to get a call back from a manager the few times I spoke to a representative. Other times, I left a voicemail. June 30, 2023 was the last call before I decided to call my bank to start a charge back process for the copay. I never received a call back or any other form of communication from a manager to explain the delay with regard to my refund. I recently received a bill for the $45 charge back. I called today and was again assured a manager would call me back next week. There is a lack of communication within there accounting department or team that needs attention. The billing location is on *** Hill **** and the office location the day of my appointment is *************.

  Business Response

  Date: 10/19/2023

  As much as we understand Mr. ******** complaint, our organization does not owe a refund to him and the chargeback fee of $45 on his account is valid. As per the department manager, there have been multiple explanations as to why he is receiving the $45 chargeback fee, which is due to a dispute with his bank for his copay charge and the bank awarding him his money back.

  Customer Answer

  Date: 10/19/2023

  This is my refund request form.  In their response they didn't mention my refund from my appointment.  According to this form, I'm owed a refund.

  Business Response

  Date: 10/23/2023

  To initiate the refund process, all patients need to fill out our refund request form (attached by the patient in the complaint). The attachment by the patient simply shows that we acknoweledged the receipt of his request as we should. It merely shows that we opened a case to verify if there was a refund owed.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20742936
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  During the month of January 2023, I was required to pay for physical training sessions out of pocket. Each session was a little more than $132 for which my insurance stated I shouldve only paid $41 per session.On January 19 I submitted a refund request via their page to which they advised it may take up to 30 days to review and provide any refund.On February 11 I was told that no refund claim was received electronically. Therefore I would have to come into the office and fill one out to confirm receipt. Second claim was submitted the following week. March 29th I reached out again electronically and telephonically to see the status and they said it was under review. Throughout the following three months Ive been calling them every 2 to 3 weeks to see where my refund status stands. I was moving out of the area and did not want to miss out on picking up my check. As of today, the ****************** no longer return my phone calls, they will not confirm what is the true amount of the refund I am expected to receive.Based on the ****** reviews, there are many other alleged patients having issues receiving their refunds. Some still not getting any money back after 1.5 year of submitting.As of late August, *** tried to reach out to them to simply receive their billing department address, so I can seek legal counsel and still no response.

  Business Response

  Date: 11/08/2023

  Requesting more time to finalize this case. Last communication was a voicemail left to ****************** on 10/03/2023. We expect to provide final update by 11/13/2023.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20630564
  
  I am rejecting this response because: I have no record of the business reaching out to me. To show evidence I am attaching my call log. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/18/2023

  BBB was informed a resolution wouldve been reached November 13, 2023. On November 22nd I received a callback saying my refund still is in process with no resolution date. Ive called December 1st and the 15th to get a status, no response has been received to date. 

• Initial Complaint

  Date:09/12/2023

  Type:Product 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.

  Just like the other reviews this office overcharged me and refuses to give me a refund. The office staff in the Boca location is horrible and every time I call to get a status on my refund no picks up or returns my call. It blows my mind that this many people are experiencing this to the point the office is supposedly backed up with refund requests. It seems like this office purposefully overcharges and they force you to pay upfront for services even if you have insurance. Please stay away or get ready to dispute charges and play phone tag.

  Business Response

  Date: 11/08/2023

  The last update on this case came from 10/13/2023 when one of our billing department representatives spoke with him since the patient disputed the charge on his credit card and was refunded which originated a chargeback.

• Initial Complaint

  Date:07/24/2023

  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.

  On February 16, 2023, Spine and Orthopedic Center of ********** (SOC) performed a Wrist Endoscopy/Surgery on my right wrist. On February 2nd they charged my credit card for $780.03 which is the amount they quoted me for my out-of-pocket expense based on my insurance. When I received my statement of benefits from my insurance company it reflected that my out-of-pocket amount was instead $205.06 so on March 9th, I requested a $574.97 refund from SOC via their website as instructed by their office staff. I received a confirmation that stated that I would receive a phone call from them within 48 hours. I never received a call. On July 13th I called SOC and was told by a person named *** that refunds take 60-days so my refund was indeed past due and that she would send a message to her supervisor, *********, who would call me back. I never received a call. I called again on July 21st and left a voice message. I received a call back on July 24th with a message stating that, unfortunately, my refund would take a little longer. I am asking for your help in getting my refund back.

  Business Response

  Date: 11/08/2023

  Requesting to reopen the case. The last direct communication with patient was on 8/9/2023 and our billing department manager is trying to obtain an update from the third party company who handles the refunds so we can provide ********************** with an update.

  Customer Answer

  Date: 11/09/2023

   
  Better Business Bureau:
  
  The response from this business is unacceptable. My surgery was in February 2023 (nine months ago). They do not respond to my inquiries at all. I called them just yesterday and left a message before 4pm and, even though their recording says that if you leave a message before 4pm they will call you back same day, I did not get a call. Thus, I have opened up a complaint with the ****************** of ****** (see attached).

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/04/2023

  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.

  I began seeing ****************** at the Spine and Orthopedic Center in May 2022. I had surgery with him in July 2022 and had multiple follow **** Upon reviewing my insurance EOBs, I found every single visit including the surgery were overcharged by SOC. I started trying to get my refund of $1206.76 in January 2023. The first call I made they told me to fill out the online form and they would process the refund. I was told refunds are not processed unless requested, which seems unethical. One month later, I still had no refund. I called multiple times from February through May 2023. Most times the calls go to voicemail, which are not returned. The few times I have spoken to someone, I am told it is in process and being reviewed by management. When I asked who exactly management is, they could not provide an answer. I have even tried going to the office in person, and no one there could help either. They just gave me the same number that goes to voicemail. My last call to them was May 16, 2023 at which time I was told the supervisor, *********, would call me back to discuss the refund, which was still with management for review. As of today, June 4th, I have not been called back. My last visit with the doctor was on November 9, 2022. That is plenty of time to issue a refund. I really want to know what this medical practice is doing with all these extra funds they are withholding from patients.

  Business Response

  Date: 08/01/2023

  The patient was contacted by *********, our department manager, on 8/1/2023 and advised that her refund check will be ready for her to pick up from our ************* office on Thursday 8/3/2023. 

• Initial Complaint

  Date:06/02/2023

  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.

  I received treatment from 1/3/23-5/2/23. Part off the treatment was surgical and I reached my out of pocket maximum in late January. After that I had physical therapy, several follow-up appointments, and x-rays. I was overcharged on thirteen occasions from 1/19/23-4/10/23, for a total of $859.31. (They finally did stop charging me for copays in March after I was able to convince them that I had reached my out of pocket maximum, except for one occasion in April when the receptionist insisted that I had to pay $40 and wouldn't let me see the doctor until I forked it over.)I submitted a refund claim with Spine and Orthopedic Center on 2/20/23, and Florida Blue statements show that all the charges filed were finalized as of 2/22/23. The website says it can take up to 30 days to process a refund. I called on 3/17/23 to check the status; my call was not returned. I called on 4/5/23 and someone did return that call. I was told that the request was still in process and that she will print and hand-carry the claim to an administrator for attention. I have called repeatedly since then, only occasionally getting a response to my messages and always with the same response: "It's still being processed, will forward to accounting and notify the manager of my concern."On 5/22/23 I filed a complaint with the ******* ************************** which is automatically also shared with the ******* ********** of *********** and ******** Services. On 5/23/23 I got another call from the same person in Billing at Spine and Orthopedic Center with the same story: apologies for the long wait, they're backlogged, will ask a manager to look into it. On 5/26/23 I left another voicemail offering to email my spreadsheet that shows exactly what was charged, on which dates, how much was allowed by Florida Blue, and how much I paid, which totaled $859.31 in overcharges. I have not had any further communication from the billing department.

  Business Response

  Date: 08/01/2023

  ************** was contacted by ********* on 8/1/2023 and advised that her refund check is ready for pick up. The patient let ********* know that she is not longer in ******* and requested that her check be mailed to her. ********* advised ************** that her check will be sent out in the mail today 8/1/2023.

  Customer Answer

  Date: 08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the check as promised, but with no explanation for why they take six months to process refunds (and have been doing so for years according to many online complaints) instead of 30 days as their website indicates.

  Thank you for your intervention.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/11/2023

  Type:Product 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.

  ***************************** *************************************************************************** To Whom it may concern,Please be advised that I had trigger finger surgery with ************** on March 7th, 2023. I was told that my share of the cost would be $435.95 on Feb 13th, 2023 which I immediately prepaid. The surgery was performed on March 7th. ON March 24th, Cigna, my insurance provider informed me that the actual amount due was only $166.77, the rest was processed and paid by *****. In addition, on Feb 11th I was billed $31.05 for a cortizone shot procedure that was not performed, ************* decided to do the surgery instead. That amount was also paid (check #****). On March 17th, during a f/u visit with ************** I was told that an x-ray would be required and the copay was $45.00, which I paid as requested. During the visit ************** informed me that no x-ray was required so that procedure was not performed either. The total refund now due is ($435.95-$166.77) $269.18+$31.05+$45.00=$345.23. I called #************ several times and left messages, but my calls were never returned. Finally, after visiting ************** office an email was sent to billing. I did get a call back from billing and was asked to go online and request a refund in writing, which I immediately did. However, to date, I have still not received any correspondence or refund.I have visited the office in Boca several times, during one heated conversation ************** was in the hallway 5 ft from me so I know he is aware of their "Outsourced" billing **** and the issues. After reading several complaints on Yelp and this BBB site it becomes obvious that this business charges huge deductibles from the patient prior to the procedure. When the insurance statement becomes available you realize that you have been overcharged (duped). Their number ************** is just an answering machine with no response ever.Cigna processed and paid the claim on 3/24/2023, today 5/11/2023 we visited their office, another heated argument, no check!

  Business Response

  Date: 06/19/2023

  ******************** received her requested refund. She picked it up in person at one of our offices on 6/12/2023.

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising 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.

  On 3/4/22 I had an office visit and was asked to pay upfront. Upon receiving my EOB from my insurance company, Tufts Health Plan, I discovered I was overcharged by $117.55. Starting in May of 2022 through current I have requested a refund through their online request and also called the office approximately 20 times to collect my money (2 times in May 2022, 2 times in June 2022, 7/1/22, and 8/19/22. On 8/19/22 I received a voicemail message that I saved from ****** in the refund/billing department saying that my refund is on the way and would take 45 days. When I didn't receive it, I again called on 9/13/22 and 10/6/22. I never received a call back. I then stopped into the office on 1/13/23 and spoke to ******, the office manager, who said he would have ****** call me. She did and again said she was working on my check, the same thing she said 5 months prior. She said the office would call me the next week, Jan 16th, to pick up my check. No one called me so I called again on 1/23/23, 1/24/23, 1/25/23, 1/26/23, 1/30/23, 2/1/23, 2/6/23, and 2/15/23 with no response or call back. I stopped into the office on 2/17/23 and spoke to ****** again and asked for a refund to my credit card, my original payment method. He refused and said I had to go through the billing office, the same office that refuses to acknowledge and return my phone calls. I have attempted to collect my refund for close to one year and I am being ignored, possibly because I am a senior. What this office is doing is illegal: overcharging above the insurance contractual price and then keeping the overcharged amount by simply ignoring patients requests. It's disturbing that this office has a dedicated line just for refunds where you have to leave a message and cannot speak to a person, and they don't return your calls. For resolution I would like a refund of the money I was overcharged $117.55.

  Business Response

  Date: 05/09/2023

  Our billing department manager got in contact with patient weeks ago advising her that her was re-issued and mailed on 4/28/2023.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19433595
  
  I am rejecting this response because:
  No, no one from Spine and Orthopedic Center contacted me. Their statement is just more disturbing dishonesty from this office. After they ignored all my phone calls and kept my money for 14 months, I contacted the **** of ****** and an attorney contacted the office on my behalf and secured my refund on 5/4/23. Without help from the **** of ****** I was ignored.  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  I have been seeing this provider since 09/18/2021, and they have owed me money since 11/23/2021. I have payed a total of $453.37, while my out of pocket responsibility total is only $243.82. They owe me a total of $209.57. They continued to charge me copays even though I had met my out of pocket *** and did not owe them anything.When you call their phone number, they do not answer and you are left with a voice recording saying that they will return your call before 4PM if you call during business hours. If you call after 4PM, they promise to call you back the next day.They have been refusing to call me back since August 17, 2022, the day that I filled out the Refund Request Form at https://www.spineorthocenter.com/patient-resources/refund-policy/. I have left countless voicemails, have been transferred by the front desk receptionist, and even went to the office in person for the receptionist to tell me that she will email them and they will get back to me ASAP. I have not received any calls and will show my phone logs if they decide to lie.If you call for any other reason, they will call you back immediately. I left a voicemail the other day saying that I was concerned about a bill, and a woman called me back about 15 minutes after I left the voicemail. When I told her that I was actually calling about my refund, she said that she has to leave the office in 2 minutes (it was around 2:00PM EST) and she would call me back tomorrow, and rushed to get me off the phone. Of course.. she did not call back.This company has been using my money as if I gave them a free loan, without my consent. All of my insurance claims have been processed since August, and there is nothing left outstanding. I also do not plan to ever visit their office again.All receipts/transactions/claims are included in the attachments. The total refund amount is $243.82. This company has owed me money for almost a year now.

  Business Response

  Date: 11/17/2022

  One of our refund policy stipulations states that there cannot be any outstanding insurance claims on the patients account before issuing a refund. This patient's account was just paid in full by insurance the last week of October. The patient's account is now being reviewed in whole for the refund owed to the patient and will be submitted to accounting for the final stages of the refund process.  ****************** should a receive a call from our billing department next week with an update on his refund.

  Customer Answer

  Date: 01/09/2023

  ***Additional Info Received From Consumer***
  

   

  Regarding this complaint, I'd like to say that this company still has failed to provide me with a refund. I have not been able to contact anyone from the billing department since August, 2022. I have left countless voicemails and emails and have yet to receive a single response.
  
  If I call them from my girlfriend's phone and act as someone else, they call back IMMEDIATELY. The second I tell them who I am, they hang up the phone. 
  
  This is horrible. I've been owed a refund for a year.
  
  That's all I wanted to state. Thank you!

   

  Business Response

  Date: 01/25/2023

  ****************** was called on 1/16/2023 at 11:51am by *********, head of the billing department, and was advised that since his insurance paid all his claims, now she can review his account in full and submit everything to accounting to get him his refund check. ****************** stated that he thinks he is owed $209.57 from going through his charges and EOBs. ********* advised him that she would note his chart and review his full account for the total refund due to him. She also notified ****************** that the refunds take 30 business days to process once with accounting, but she would attempt to request a rush request and would call him with an update. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18221211
  
  I am rejecting this response because: Update 01/31/22: They did not mention in their response that I had to drive 20 miles out to the office in Plantation and interrupt operations at the front desk to request the phone call I received on 01/16. I spoke to ******, the office manager of that location who promised that he would billing reach out to me, which surprisingly they did. I spoke to *********, the billing office manager, who informed me that she has somehow never seen this case before, and will proceed to work on it. I was told by ********* that accounting typically takes 2 weeks (which is today) to process, but she would try to expedite my case since it has been so long. I was told the amount that they saw I was owed was somehow about $30 less than what my billing history with them shows. I was also told that someone would call me with an update on the case in less than 2 weeks. I was NOT told anything about "taking 30 business days". It has been 2 weeks, I've called and tried to reach the billing department for an update 4 different times now within these 2 weeks. I have been told by the front office that "they will get ********* to reach out to me". I have not received a single call/update on this case.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 03/02/2023

  ***BBB Has Received Additional From Consumer***

  Update 03/01/23: I still have yet to receive any phone call/email/response from this company. The last communication was on 01/16, where they said accounting takes typically 2 weeks to process refunds, but they would try to expedite it for me since they have been holding my money for over a year. IT HAS BEEN 44 DAYS SINCE THE ***** CALL.. I have called countless times since and have left several voicemails and have not received a single reply. I find it astonishing that when I call from other phones and act as if I'm someone else, they call back almost immediately, yet act as if they aren't purposely avoiding my voicemails. At this point, I'm confident I will never get my money back from these scammers without going to small claims court. Avoid this company like the plague unless you hate money.