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Business Profile

Orthopedic Surgeon

BioSpine Institute

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Surgeon.

Complaints

This profile includes complaints for BioSpine Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

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BioSpine Institute has 3 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2025

      Type:Billing 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.
      My wife **** visited the BioSpine facility in **************** on 1/17/2025 with ********** pain. She was xrayed and seen by Dr. ******* He recommended she go to ********** in ************* We where happy with his service. When I recieved the bill dated 2/5/2025 for $421.94 I paid it on 2/8/2025 with a credit card. When subsiquently reviewing the detail of the invoice I noticed that ******** had paid $999.03 of the $1210.00 charges. Leaving a remainder of $210.97. A $210.97 Adjustment by my gap insurance provider *************** was added. This brought my Total Responsibility to $421.94. I contacted my insurance and they assured me this must have been a mistake. I have called ************ 2/14 emailed on 2/27 and called again last week with no acceptable response. Your help will be greatly apprecated.
    • Initial Complaint

      Date:02/19/2025

      Type:Order 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.
      I went to BioSpine Institute on Jan. 2, 2025 for an initial consultation about having minimally invasive back surgery to address my spinal stenosis which I have had for many years. I met with ******** **********, M.D., one of their surgeons. It was determined that I was a candidate for spinal surgery and I returned on February 6th for a pre-operative consultation. I was given all the information and instructions I would need to prepare for the surgery. This included obtaining an MRI from a previous doctor, getting bloodwork done, being given a post-operative brace to wear, getting my primary doctor to sign off on the surgery due to a heart murmur that I have had for many years, and, getting the answers to any questions I had about the surgery and recovery. My surgery was scheduled for February 19th, 2025. In the meantime, ******** paid for and delivered a ****** and a commode apparatus for my recovery. In addition, I arranged and paid to have a friend of mine fly to ******* to assist me after the surgery. BioSpine advised me that I would have to have someone close to me to accompany me to and from my surgery and be available to provide whatever assistance I would need after surgery. I also arranged for Non-Emergency Medical Transportation to bring me and my companion to and from the surgery since I was told that I couldn't drive after the surgery and my companion was not familiar with the area. On the day before the scheduled surgery, I received a text and a phone call that the surgery was cancelled. The reason given was that the anesthesiologist had a concern about a mass removed from my throat five years earlier and the possible complications that could arise during intubation. It was incomprehensible why this issue was not considered long before the surgery. It was unconscionable that my surgery could be cancelled a day before. I am seeking reimbursement for airfare, tolls, and gas that were expended in preparation for the surgery. Receipts available.
    • Initial Complaint

      Date:05/15/2024

      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.
      After Surgery Last May, I was sent 1 bill detailing my remaining balance, as discussed in my pre-surgery paperwork. After paying with the remainder of some HSA funds, I began paying in monthly installments, (started October 2023) but never received an additional bill. On March 4, 2024- I called to check on the remaining balance of my account and was told I didn't have one, and that they needed to look at my account, as it looked like I had an overage of about $1250. I was also told that my account needed to be audited, before any refund could be approved and processed. Called April 12, and was told that I had a refund approved, but that all refunds are on 'hold'. While very kind, The Gentleman I spoke with could not provide a reason or an estimated timeline for the 'hold' to be released. I have called on: April 19,April 26, and today, May 14.We still have no reason for the 'hold', or timeframe for a refund to be issued.To RECAP: My surgery was a year ago, I only received 1 bill, and had no communication about my account being paid in full. My original inquiry about the status of my account was March 4. It is May 14th. I am told that I have a refund, but it's on 'hold', there is no timeframe for release, or reason for the hold offered. If you have any questions, my number is ************, and email is **************************

      Business Response

      Date: 05/28/2024

      We deeply apologize for this delay and inconvenience.   This delay is a result of our recent implementation of our new Electronic Health Record (EHR) system and accounting integrated platform.  Unfortunately, this launched in late 2023 and we are still recovering from some of the issues.    While this new system is designed to enhance our ability to provide quality care and improve the overall patient experience, the transition also presented some unforeseen challenges, particularly with patient refunds.   

      Your refund is processing, and you should have in-hand within the next 5-7 business days.   

      I am following this closely, but if you have any additional questions or need to discuss.   Feel free to contact me by cell phone at ************.

      *************************, Director of Patient Services

    • Initial Complaint

      Date:05/04/2023

      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 spinal surgery August 31, 2022. Insurance was billed and I was billed any overages not covered by insurance. When a bill came in I paid it. A December 9th, 2022 statement indicated I had a credit due me of $219.62. I spoke to a **** on 12/19/22 and she said insurances were still being processed. Another statement dated 2/26/23 stated I was still due $219.62. I called 3/7/23 and **** said a check was to be sent. I called 4/7/23 and spoke to ***. He was sending it to the "refunds team". I said I already thought that was done. Any timeframe to expect refund? No. Any direct contact I could talk to? No. I'll put it on High Priority. 4/14 I spoke to Ran. Refund is in process. I will call you on 4/19. I never heard from anyone. 4/19 I called **** says it was still processing. I asked to pass this on to a supervisor. ****** called 4/20. I will call you by the end of business on 4/20. Never heard. 4/21 I called. **** said someone will call the end of April. This is 5/3/23. Never heard.
    • Initial Complaint

      Date:04/13/2023

      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.
      I had back surgery on 17 March 2022, prior to the operation BioSpine required a deposit of $1311.09. My insurance (BlueCrossBlueShield) settled payments in April 2022 and my copayment was $300.00. After insurance settled BioSpine continues to erroneously bill me $100.00 even though they owe me a refund of $896.61. I have spoken with several individuals (****, ******, *******) many times and sent 2 letters but continue to get no response from BioSpine. It has been over a year since my insurance settled my account and ********************** continues to ignore my request. After researching BBB, it is clear to me that BioSpine's business strategy is to collect upfront deposits which they know far exceed the clients deductibles and then utilize those extra funds to supplement their business hoping people will give up on trying to recoup their overpayments.

      Business Response

      Date: 05/23/2023

      Unfortunately, there was a delay in processing the refund for ********************. The refund packet was completed on May 11, 2023 and provided to the accounts payable staff on May 11, 2023 to issue the refund in the amount of $891.61. We have previously within the last few months identified the root cause of delay in processing the refund and we have taken the appropriate actions including making a staffing change and adding an additional staff member. We believe these corrective actions will prevent future delays in escalating patient inquiries of this nature. We sincerely apologize for any inconvenience that they delay in processing the refund may have caused ********************. We processed a refund check in the amount of $891.61 as of May 22, 2023 and should appear within 3-5 business days. 

      Business Response

      Date: 06/09/2023

      Unfortunately, there was a delay in processing the refund for ********************. The refund packet was completed on May 11, 2023 and provided to the accounts payable staff on May 11, 2023 to issue the refund in the amount of $891.61. We have previously within the last few months identified the root cause of delay in processing the refund and we have taken the appropriate actions including making a staffing change and adding an additional staff member. We believe these corrective actions will prevent future delays in escalating patient inquiries of this nature. We sincerely apologize for any inconvenience that they delay in processing the refund may have caused ********************. We processed a refund check in the amount of $891.61 as of May 22, 2023 and should appear within 3-5 business days. 
    • Initial Complaint

      Date:04/13/2023

      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.
      It was awful! My copay was $75, they overcharged me and I paid $105.32. I brought my MRI, was subjected to an x ray which was redundant as you have finer detail in an MRI and they "offered an implant to reduce the pain" One suggestion only and then billed me for X rays I have never seen or read report from and have no access to. This was not a second opinion but a high pressure sales for medtronic.

      Business Response

      Date: 06/14/2023

      I am writing in response to the complaint filed with the Better Business Bureau regarding the use of both MRI and X-ray for the diagnosis, as well as the concerns about billing and access to reports.

      I would like to emphasize that there are key differences between MRI and X-ray, and our medical professionals utilize both to ensure comprehensive evaluation and accurate diagnosis.

      MRI, or Magnetic Resonance Imaging, is an imaging technique that employs a strong magnetic field and radio waves to generate detailed images of the bodys internal structures, especially soft tissues, muscles, nerves, and organs. It is indispensable for diagnosing conditions related to the brain, spine, joints, and other soft tissue structures.

      In contrast, X-rays use a small dose of ionizing radiation to produce images of the internal structures of the body, mainly bones. This technique is commonly used to detect fractures, dislocations, infections, and other bone-related issues. Additionally, it is effective for evaluating certain chest and abdomen conditions.

      Our physicians rely on both MRI and X-ray findings, combined with physical examinations, to form a comprehensive understanding of each patients condition. This all-encompassing approach ensures that we evaluate all pertinent information before establishing a diagnosis or recommending a treatment plan.

      Regarding the concerns about billing and access reports, we encourage patients to communicate with our billing and records department to discuss any discrepancies or concerns regarding the charges and to request records. In the particular case mentioned, the copay corresponds to an out-of-network copay as mandated by the insurance provider and plan.

      We sincerely apologize for any dissatisfaction experienced, and we are eager to further address the concerns. We would like to invite the complainant to contact us directly at ************, to discuss their care in a private and secure setting, and to assist in requesting her records.

      Thank you for bringing this issue to our attention. We are committed to providing exceptional care and service to all our patients and appreciate the opportunity to address any concerns.
    • Initial Complaint

      Date:10/10/2022

      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.
      I have been trying to get a refund from BioSpine for 6 months. I was told they owe me around $600.00. I have been calling them since April with no success. They also continued to pull money from my account even though they owed me money. I had to change my account to make sure this wouldn't happen anymore. I have spoken to two supervisors and they assured me the would expedite the resolution. They have not. I have names and times I have spoken to all individuals. I also have the statements that verify the amounts paid and what is due to me.

      Business Response

      Date: 05/31/2023

      The ****** request was initiated on 02/27/2023 by ***************************, on 02/28/2023 the ****** request was written up by *************************** (****** specialist), then on 02/28/2023 the ****** request was approved by ******************* (Sr. ****** specialist). On 02/28/2023 @ 9:14:16 AM EST a credit card ****** was issued for $530.71 to **** #**** this should have been posted by **** within 5 to 7 business days.. I have attached a copy of this receipt for the correspondence to the BBB.

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