Business Profile

Medical Doctor

Physician Partners of America, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Physician Partners of America, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:04/23/2025
Type:Service or Repair 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 have been trying for several months now to get my money back from the over payment they received. I paid $****** back in July 2024 asking to set up on payment plan. It was set up, however they set the payments up with the entire amount not the amount less the ******. **** **** whom I have talked to numerous times, just says it will take time, will its been time. I brought this to her attention around January/March 2025, still nothing. I have emailed her, called her, left messages and nothing. I know if the shoe was on the other foot, they would be gripping for payment. I have tried different phone numbers to reach the corporate office but I cannot find the phone number. I just want my ****** back, the overpayment.
Business Response
Date: 04/30/2025
A refund check in the amount of $150.00, check number *****, was issued on April 18, 2025, and mailed to the address provided for Mr. ****** on April 21, 2025.
Thank you.
Customer Answer
Date: 05/01/2025

Complaint: 23241433

I am rejecting this response because: as of 05/01/2025 no check has been received. do you know when this was mailed out?

Sincerely,

***** ******
Business Response
Date: 05/09/2025
Upon further investigation, the refund check was mailed from our office on April 21, 2025 and cleared our bank on May 2, 2025.
Customer Answer
Date: 05/13/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:02/18/2025
Type:Service or Repair 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 have paid the balance in full per my insurance company who also called them on my behalf. I have a transcript of a voice mail from the billing company saying it is paid in full and ignore any correspondence yet they keep sending me letters saying I have a balance due of $276.45.
Business Response
Date: 02/21/2025
This patients account is currently at a $0 Balance. Statement was sent in early January. Sending the patient a letter notifying the balance is at $0. Thank you
Customer Answer
Date: 02/24/2025

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.

Sincerely,

****** ********
Initial Complaint
Date:01/13/2025
Type:Customer Service 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.
They is Illegally sending me statements and lying and saying that my medical insurance is not active. I have ******** UHC-Wellmed as the primary And ****** QMB ******** as the secondary. I am on disability and therefore my coverage never expired. This issue with them just started. When you call you ether get **** who can not speak fluent English and they does not understand and places you on long hold times. My Primary Dr ** has explained to them that both insurances are good.
Business Response
Date: 01/17/2025
We have reviewed the patient's account and confirmed the balance on patient responsibility was placed in error and has been corrected. Patient no longer has an outstanding balance and will be contacted by management over the phone to ensure this information is relayed. We apologize for any inconvenience and have ensured this has been addressed and corrected.
Initial Complaint
Date:09/03/2024
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.
I gave my insurance card to ***************** surgery center on Mar 1, 2024. They were to submit bills to fla blue. They were paid $24,000, but say they only received $6400. My deductible was $6400. So where did the $17,600 go? I am very disappointed that they took my settlement money and double billed for same procedures as surgeon, who was paid $10000.
Business Response
Date: 09/03/2024
We have discussed this complaint with the patient multiple times however she is not accepting the response. Patient only provided her attorney information on date of service and signed an acknowledgement on the date of service this was the only coverage on file. Three months after procedure was completed patient provided us her ************** information. We billed her insurance however they are denying payment on the claim as prior authorization was not obtained. The $6400 payment we received is from her attorney as an agreed upon amount for the procedure which the patient agreed for the attorney to pay us. She was advised to speak to her attorney as far as where was the rest of her settlement paid to for procedure. We do not know who her attorney paid the remaining funds to for this procedure as we only received $6400.
Initial Complaint
Date:05/13/2024
Type:Customer Service 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.
Please add that the compliant manager ***************** advised me a few minutes ago that he cannot send my medial records without speaking to me first.

I've called him 4 times, on his desk phone and cell phone. And now he is saying he is in meetings for the rest of the afternoon.

I requested to speak with ANYBODY else in the facility that can assist with what he needs.

Please note *********************** sent me a link via email without verifying anything over the phone....so if they're worried about my medical information being compromised, they've already done it.
Customer Answer
Date: 05/13/2024
Thursday May 9, 2024 11:40PM PST Good Afternoon,I am sending this in hopes of getting resolution from this business. Today alone I contacted *********************** VP of Clinical operations ************************************************************ with answers and my medical records first thing this morning. It is now 2PM ****'s time and no response.I requested medical records 156 days ago. I was supposed to receive them within 10 days. I followed up multiple times via phone and email and nobody will respond. I also am continuing to have issues reaching anyone in their clinics. I called this morning 27 times was put on a 30 minute hold with the first person, disconnect and I called back 26 times and nobody answered the phone. I want my medical records sent electronically today. I've been directed by staff in circles to their website to go to the "new" patient portal. I have reported several times that the patient portal in the website links to ************* MyChart, which as of March 2024 I was informed the stopped using. *********************** FINALLY sent me the CORRECT link yesterday. My records are not there. My last appt was March 11. I called March 12 to ask the Dr follow up questions, also sent emails. It's May 9 & I cannot get ANYBODY TO HELP ME. I NEED MY MEDICAL RECORDS TODAY.THEY ALREADY HAVE MY RELEASE FORM.I AM THE PATIENT REQUESTING FOR MYSELF....YET I'VE BEEN TOLD TO FILL OUT ANOTHER RELEASE FORM TO RELEASE MY RECORDS TO A HEALTHCARE FACILITY. THE COMPLIANCE OFFICER, WHOSE NAME I FOUND AS A CONTACT AFTER THE LAWSUIT THEY WERE HIT WITH FOR THESE VERY ISSUES. ATTACHED ARE ALL THE DETAILS, SCREENSHOTS SHOWING PHONE CALL ATTEMPTS, SCREENSHOTS OF THE EMAILS I SENT WITH NO RESPONSE. THEY HAVE **** SINGLE OTHER EMAIL AND AREA ABLE TO ANSWER ME BUT THEY REFUSE. The Compliance Mgr ***************** is now telling me that I have to speak w/him to verify who I am? I HAVE MORE DOCUMENTATION HOWEVER BBB WILL NOT ACCEPT ANY MORE DOCUMENTS
Business Response
Date: 05/24/2024
We are very sorry about the issues you have been having with receiving your records in a timely fashion. Your complaint is being forwarded to the appropriate management team.

Sincerely,
Customer Satisfaction Team
Customer Answer
Date: 05/29/2024

Complaint: 21690021

I am rejecting this response because it is absolutely ridiculous!
1. Clinic Staff at ************************** in **********, ** has been aware of my WRITTEN request since December 2023.
2. VP of Clinical Operations *********************** in the Florida office has been aware of the issue since April 12, 2024 because he was emailed several times and expressed that he wanted to help. Then refused to assist.
3. Director of COMPLIANCE ***************** (as in, the Manager that is IN CHARGE OF COMPLIANCE WITH THE **** has been aware since May 9, 2024 and they still refuse to send my medical records. He advised he would send them, then out of retaliation, he didn't.
4. My request was sent in 168 days ago, IN WRITING. CA law requires healthcare facilities to be furnished to patient within 15 DAYS OF WRITTEN REQUEST.
5. It took them almost a full month to even respond to this complaint just to say it's being forwarded to management from customer service?? Management was contacted in writing 200+ times!!! THEY ALREADY ARE AWARE AND ARE KNOWINGLY CONTINUING TO VIOLATE MY RIGHTS.
***SEND ME MY MEDICAL RECORDS ELECTRONICALLY AS PER MY REQUEST IMMEDIATELY Physician's Partners of America ARE IN DIRECT VIOLATION OF CA LAW***
Attachments (2)
1. Email thread showing VP of CA Clinical Operations *********************** has been aware of issue since April 12, 2024
2. Email thread showing Director of Compliance ***************** has been aware of issues since May 9, 2024.
All attachments, screenshots, emails have been retained to obtain legal assistance to file a complaint with the Medical Board of CA.
Regards,

*************************
Business Response
Date: 06/14/2024
See Attached

Customer Answer
Date: 07/02/2024

Complaint: 21690021

I am rejecting this response because:

Both the ** of clinical operations for CA and the Chief COMPLIANCE OFFICER were informed AFTER MAY 9, 2024 that the records available on the portal DID NOT INCLUDE ALL OF MY MEDICAL RECORD.

Both the ** and Chief COMPLIANCE OFFICER, LIED and told me they would send my records.

Now they are stating that I have access to my records via portal. I INFORMED THEM ON MAY 9 THAT THE PORTAL DID NOT CONTAIN MY MEDICAL RECORDS AND I STILL NEEDED A FULL ELECTRONIC COPY OF EVERYTHING contained in my medical chart.

THIS IS FOR 4 OFFICE VISITS, INTAKE PAPERWORK THAT I FILLED OUT ON 2 OCCASIONS & ALL WRITTEN ASSESSMENTS, DR NOTES, DIAGNOSES, ETC.

I attempted to call close to 200 times on May 9 to get my records from the ** that stated on May 8 HE WOULD SEND THEM NOW THAT HE KNEW I WANTED THEM ELECTRONICALLY. I was told on May 9 by the Chief COMPLIANCE OFFICER THAT HE REFUSED TO SEND THEM TO ME WITHOUT VERIFICATION OF MY IDENTITY.

He then dodged emails and phone calls to both his cell phone and office phone, and HE DID NOT CALL ME BACK AS HE INDICATED HE WOULD AT 5:30PM PACIFIC.

They would not answer or return calls, despite advising me that he would call me after 5:30PM May 9, and the ** of Clinical Operations telling me on MAY 8 that it was "too late for him to reply and he would reply" MAY 9. He never did and nobody would answer 200 calls to follow up.

The local Long Beach clinic also would not answer any calls or emails.

The screenshot provided of me logging in to the website was provided AS PROOF OF IDENTITY PER THE COMPLAINCE OFFICER THAT REFUSED TO SEND ME MY MEDICAL RECORDS see email below (THAT WAS INCLUDED IN MY ORIGINAL COMPLAINT ON MAY 9).

I STILL NEED A COPY OF MY FULL MEDICAL RECORD INCLUDING ALL PAPERWORK I SIGNED, ASSESSMENTS, DR ******************* REQUIRED BY LAW.

I still do not have my full medical record and I have access to NONE OF THE PAPERWORK I SIGNED via portal.

I have a right to see it all and this business refuses to comply.

Screenshots in body of my response below as all emails were sent to BBB with original complaint on May 9, 2024.

Per BBB if I continue to have issues you are there to help.

I want to dispute this or start a new complaint for the same issue because it has been 6 MONTHS since they received my written request for medical records and they still. Have. Not. Provided them.

Also please note that the timeframe extended to the business exceeded 30 days. I live with disability and was not afforded the same response time.

Sincerely,

*************************
Business Response
Date: 07/05/2024
We have provided all of the necessary information requested by the patient. There is nothing further that can be provided that we have not already made available.
Initial Complaint
Date:06/13/2023
Type:Service or Repair 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 had an appointment with APRN *************************** in the ************* office on 5/26/23. I am prescribed 60 pills monthly for pain, but have recently had surgery, so she prescribed to me 14 more pills. She told me to go pick them up at my pharmacy, which I attempted to do. I waited about an hour and the pharmacist stated they needed to reclarify the instructions for the medication. I called to her office over 20 times and so did the pharmacy. I drove back to the office and arrived about 3:30 pm only to find the office closed. I called her office in ********** on Tuesday 5/30/23 as Monday was a holiday, and left a message to ************** that the pharmacy needs clarification. No one returned my call, pharmacy never contacted. Now Wednesday, 5/31/23 I tried to call the office again, no answer. I got a message on my phone saying the prescription was submitted again my **************, but again, the directions are not written correctly. I drove to ********** from ********** to her office, and they were open. I told the receptionist I couldnt get through by phone, and she replied she turns them off as shes the only one at the front desk. ************** yelled out from the back office that she sent a new prescription this morning, and I told her that the pharmacy needed clarification again. The receptionist advised to call my pharmacy directly, so I did. I eventually got a hold of a pharmacist and handed over my phone to the receptionist, and they advised her how the directions needed to be stated. The receptionist went back to Ms. ****** office, and I heard her yelling and blaming the receptionist. Then ************** came out of her office and started yelling at me that shes never worked with a pharmacy like this before (CVS) ?? and to start taking 3 a day of my 60 pills I get for the month instead of the normal 2 a day that I take until she gets with ************** to get the directions clarified. To date, nothing has been done & Ive been out of my medicine since 6/11.
Business Response
Date: 06/16/2023
******************** is a chronic pain patient of ************************************************* On the pts 04/21/2023, she informed ***************************, APRN that she was going to have oral surgery on 05/05/2023 as documented in the patients note. After the surgery, the pts oral surgeon gave her a prescription for post op pain on 05/05/2023. The patient called our office on 05/08/2023 informing ** that the pharmacy put her medication on hold from her oral surgeon because she is actively seeing a pain management provider. *************************** responded to the message on 05/09/2023 that it is okay to honor the prescription from the patient's oral surgeon. The pharmacy was contacted on 05/09/2023. The pharmacy still did not fill the medication from the oral surgeon because was already getting the same medication from *************** No other form of communication from the patient after 05/09/2023. Per the Florida PDMP data base, EFORCE, the patient filled her monthly pain medication at the pharmacy on 05/17/2023, 2 pills daily for 30 days total quantity of 60 pills. The patient came to our ************* office on 05/26/2023. During the visit, ***************************, APRN acknowledged that the patient recently had an oral surgery on 05/05/2023. ******** informed the patient that she would send an additional prescription to the pharmacy to help the patient with her overall pain post oral surgery. ******** sent the medication request for the prescription 1 pill for 14 days to the on call covering physician for *************** ************** was out of the office on vacation at the time of the visit. The medication request was sent to ************************************, unfortunately the Rx was sent to the pharmacy needing additional clarification as the quantity and directions were incorrect. The patient did not contact the office again until 05/30/2023 where she states she tried calling with no answer. Our organization has a call center where patient calls are filtered and sent to the clinic. No such communication was sent to the clinic that she called. The patient states that she came to the office around 3:30 P.M on the same day. The patient is correct, the ************* location was closed on 05/30/2023, the patient saw the sign on the door that the office was closed. She did come to our ***************** on 05/31/2023, where she was greeted by our clinical team. The patient informed us that the prescription that was sent on 05/26/2023 was not correct, the medical staff informed ***************************, at this time ******** informed the patient that she will send the request for the new prescription to the covering on call physician as ************** was still on vacation. *************************** called the pharmacy on 05/31/2023 but unfortunately the pharmacist was out on lunch. ******** then informed the patient that she can take an additional pill from the current refill she received from the pharmacy on 05/17/2023. In addition, ******** sent the additional request to the covering physician Dr. ******************* to send the medication, 1 pill daily for 14 days. The medication was sent to the pharmacy on 05/31/2023 at 9:45 A.M. In addition, ******** informed the patient that when her current medication filled on 05/17/2023 was due for a refill she would send a new prescription for her to continue helping with her pain. On 06/14/2023, the patient called the office where our call center took her call. The call center sent a message to the clinic at **** P.M. informing ** that she had questions about her refill. At 4:34 P.M the same day ******** sent the medication request to ************** to refill the patient medication, 1 pill twice a day for 30 days, total quantity of 60 with one refill. At 4:49 P.M, ************** sent the medication to the patient's pharmacy. On 06/15/2023, *****************************, Operations Manager called the patient, the patient confirmed that she received her medication sent on 06/14/2023, the patient informed her that she did. On 06/16/2023, ***********************, Senior Director of Clinical Operations Florida Practices called the patient, he spoke with the patient in detail surrounding the events that transpired. **** ensured the patient did not need anything else and gave her his office extension, informed her to call anytime.

Note: I called the pharmacy regarding the 05/31/2023 medication sent to the pharmacy, they informed me that they received the medication on this day, but they still decided not to fill the medication. It is not up to the prescribing physician's office if the pharmacy fills a prescription. All we can do is send the medication, at that time the pharmacy has their own protocols on if they will fill or not.
Customer Answer
Date: 06/16/2023

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.

Sincerely,

*************************
Initial Complaint
Date:05/22/2023
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.
This business is a complete scam.When calling to make appointment I asked to clarify that they were 100% in network with my insurance company. Was guaranteed they were.1st appointment comes 4 hours of waiting for a 10 min appointment. Pushed and rushed to have a MRI and a X-Ray.Come back for follow-up and now being charges full out of pocket expenses claiming they do not work in network with my insurance. So they literally scammed me into doing unnecessary procedures for no reason and wasted my time and money.Insurance company has been made fully aware of the situation
Business Response
Date: 05/25/2023
Attempted to contact the patient at phone number on file ************. I was unable to reach her and left a message. Reviewed account and confirmed the provider she saw Dr. ***** is in network with UHC. Amount collected from patient was due to not meeting deductible yet. Confirmed patient does not have an outstanding balance and claims with UHC are still being processed.
Initial Complaint
Date:03/24/2023
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.
On Tuesday, March 21, 2023 I had my first appointment with ************************************ in the ********************* location in Florida. The doctor was great but here are several issues wrong with the office.The NEW guy at the front desk has NO CLUE what he is doing and his demeanor is that of complacency and disregard for basic insurance duties. I even came prepared with all the insurance, paperwork and even told him how to file my own insurance and he still came back with you have a co-pay. I have 2 insurances. NO I DO NOT HAVE A CO PAY!2nd the doctor prescribed me a medicine called Levorphanol which requires an insurance authorization and (we both knew it did) no one checked me out *front desk guy was supposed to*. So the doctor said "my office mgr will call you today, keep your phone on" - They never did. The next day a woman called me to schedule 4 different nerve block appointments and a follow up appointment. I even asked her about the ** authorization and she told me someone else would call me back. NO ONE EVER DID. In the meantime, ********* has sent them 3 messages to alert them that the authorization still needs to be done and it HAS NOT YET! Levorphanol is for my migraines and I am out of it. Have been for a month while waiting for my appointment with ***************. This medicine is not kept in stock, it must be ordered and takes 4 days to get it even after the authorization and approval is achieved. This office is the most unorganized, they never answer the phone and in fact the phones roll over to other offices. I have gotten general **********, the ***** office and one other office I missed the name of. I have even sent multiple messages through the website and with no response or call back from anyone. Your excellent doctor WILL suffer because his office staff SUCKS! I am in pain or I wouldnt need him but to blow off ** authorizations is unconcionable. I hope CORPORATE sees this because this is not an isolated incident according to ****** reviews!
Business Response
Date: 03/29/2023
**************** we sincerely apologize for the negative experience you had at our office. Our management team has been notified of this complaint and are actively looking into the matter to address accordingly ASAP. We will follow up with you soon.
Initial Complaint
Date:03/01/2023
Type:Service or Repair 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.
Good morning,I am writing to submit a complaint against Physician Partners of America located at ********************************************************************************************************************. My wife has been trying to receive care from this office for approximately one year. She has been cycled through 5 different providers based on when they are available and there is no standard of approach in her care. However, the main concern is that the doctors have, on multiple occasions, referred my wife for a procedure or a prescription and the clinical manager simply does not take action on it or lies outright. On three separate occasions the doctor directed a Sacroiliac Radiofrequency ablation. On the first occasion, my wife was informed that the insurance company had denied the authorization. We contacted the insurance company and they informed us that the office had never submitted an authorization request. On the second occasion my wife was scheduled for the same procedure. She was contacted the night before the scheduled procedure and informed that the A/C was out in the surgical center so the procedure could not be performed. On the next day my wife contacted the office and was informed that there were no issues with the surgical center that the clinic manager simply had not scheduled it. On the third occasion for the same procedure my wife showed up but had not been scheduled. We were informed that the office was awaiting authorization from the insurance company. I contacted the insurance company and they informed me that a request had not need submitted by the office.On three separate occasions my wife was denied care due to mismanagement and lies. Additionally, she took time off from work for all of those days.I am active duty military and we are covered by Tricare Select. I have been in constant communication with my insurance company.I will be filing a complaint with Tricare.As a result of this unprofessionalism, we needed to pay out of pocket $500.Sincerely,*********************
Business Response
Date: 03/01/2023
Reviewed patient's account and contacted patient's spouse ******. Advised patient's complaint is being taken seriously and addressed. Patient was able to move forward with procedure today as self-pay and patient's spouse was satisfied with assurance this complaint will be addressed with the staff to prevent this type of negative experience from reoccurring.
Customer Answer
Date: 03/02/2023

Complaint: 19519310

I am rejecting this response because:

I would like to keep this complaint open until the authorization for the procedure is submitted to the insurance company. If the procedure is not covered it will allow me to appeal the decision with my insurance company after the denial letter is received. I would like to make sure that the request is submitted before I close this complaint because no formal action has yet to be taken by the business.

Sincerely,

*********************
Business Response
Date: 03/13/2023
Prior auth request has been submitted to Tricare and processing. Thank you.
Customer Answer
Date: 03/22/2023

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.

Sincerely,

*********************
Initial Complaint
Date:02/03/2023
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.
My daughter, *************************, was being treated by ******************************************* at ************************, located at ************************************************************************************** during the years of 2021 and 2022. Our valid insurance was presented at each visit and copays were paid as required. After over a year of treatment by the facility, we received a bill dated September 26, 2022 from Physician Partners of America located at ***************************************************, requesting payment totaling $856.37. I contacted the office by phone on October 6, 2022 to determine what this was for and was told they were the billing company contracted by ************************* Based on that information, I proceeded to tell the representative that the itemized bill they sent shows no insurance payments to the account. I was told that my insurance denied all charges and that is why I owe the money. I confirmed the insurance information they had and asked them to rebill insurance. I was told they would put account on hold and re-bill.After the phone call, I contacted my insurance company and verified that they DID NOT receive any claims whatsoever from that provider or billing company for the years of 2021 and 2022, let alone the specific dates of service when my daughter was treated. I then called ************************ and informed them of my experience with their billing company and asked them to ensure that the charges would be submitted to my insurance company properly.I received another bill, dated December 26, 2022, from Physician Partners of America requesting $856.37 which was essentially a duplicate of the prior bill. I contacted the same number ************ and left a message. I also called Pain Medicine and spoke to the office manager again about this issue and requested again for their billing company to properly bill my insurance. I have not received any response from Physician Partners of America except for another duplicate bill dated January 23, 2023.
Business Response
Date: 02/20/2023
We are researching the matter and will be reaching out to the patient ASAP to provide an update.

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Physician Partners of America, LLC is NOT a BBB Accredited Business.