Complaints

This profile includes complaints for Neuspine Institute LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Neuspine Institute LLC

  2700 Healing Way STE 300 Wesley Chapel, FL 33543-5453

• 

  Neuspine Institute LLC

  2605 W Swann Ave STE 600 Tampa, FL 33609-4044

• 

  Neuspine Institute LLC

  2445 Country Place Blvd STE 102 New Port Richey, FL 34655-1102

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  Neuspine Institute LLC

  615 Vonderburg Dr Brandon, FL 33511-5972

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:01/14/2025

  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.

  Provider accepted my insurance which is a DUAL COMPLETE plan. Never once did they day they don't accept ********* I had back surgery Feb 2024. Almost 1 year later they tell me they are NON PAR with ********. This information should have been disclosed on day ONE of seeing me. NOT AFTER having a major operation and then balance billing me almost a year later. On numerous occasions right after the surgery I called the office and spoke with ********* in billing. Not once but 3 times she told me bc i had dual complete that she would take care of the bill as it would be adjusted. (She was kind back then) In October 2024 issues arose again about this same bill. At that point I spoke to supervisor, ******, due to absolute rudeness of *********. ****** made a payment arrangement with me and agreed to allow me to reach out to ******** regarding the bill. I KEPT THE PAYMENT ARRANGEMENT MADE WITH ******!! Jan 10, 2025 I receive a call from yet AGAIN ANOTHER NEW OFFICE MANAGER, ******. ****** proceeded to tell me that ********* told her that I "failed to make a payment in Nov 2024." THIS IS A BALD FACE LIE!! I HAVE ALL RECORDS OF PAYMENTS. I made a $75 pmt 11/5/24 & $25 11/18/24. Then today 1/13/25 I speak to ****** AGAIN who stated that ********* told her i must pay $126 on or before my visit 1/23/25 before being seen on that day. THIS IS BS!!! An arrangement was made with a so called manager/supervisor yet bc no notes regarding it per ******. Now I'm being punished as the patient???!!! THIS IS COMPLETELY UNACCEPTABLE!! The office sends bills at their convenience but then DEMANDS balance be paid immediately. This place is a revolving door of staff. Two of the doctors whom I see are wonderful. The rest of the staff FORGET IT! No one knows what the other hand is doing. **** staff! LIE AFTER LIE from the staff. The new manager, ******, keeps saying she needs to speak to *********. IF YOU ARE THE MANAGER WHY ARE YOU GOING TO HER WHEN SHE HAS LIED???!!! Get it together!!

  Business Response

  Date: 01/14/2025

  Please see the attached response from our billing manager regarding the complaint from patient J St. *****.  

  The $126.00 patient responsibility is for an upcoming appointment. 

  If you need anything addiitonal, please feel free to reach out to me. 
  
  ****** ****

  Practice Manager

  ******************

   

   

   

   

• Initial Complaint

  Date:01/27/2023

  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 was referred to this awful place by my physical therapist. My 1st visit, I met a nurse practioner that just jotted down all my issues, when I asked him what was he going to do for me his response was "his job is done ***** *** would have to see the ***************************** MD and *********************************, MD. & to meet him at the front desk. I waited a few weeks then on the day of the appointment, the assistant that walked me to the room asked me several questions *** commented how unprofessional I felt the last visit went. She apologized & knew exactly who I was speaking about. She advised that that is the way he is & apologized on his behalf. She then left the room & advised ******************* would be right with me. I waited 2hours in the room with my daughter. I started getting panick attacks (they are well aware of my situation as I already stated to them about my issues in the prior visit). My daughter went to find out what was going on. Someone advised her that the doctor is running really behind ****** would have to reschedule me. A nurse practitioner overhead this conversation & stated to my daughter she would come into the room to talk to my mom. When the nurse came in, I stated to this nurse that the appointment was with the doctor, & that is whom I wanted to see. She said that he would advise me the same thing she would. She advised me that she would submit a request for a MRI to be done. I was very upset in the 2hours I was in the room, not one person went to check on me, no one even offered us water. No one even bothered to advise me the doctor was running late. My daughter is the one who had to go find help & she overheard that the doctor was doing injections for other patients. The girl that had walked me into the room told my daughter, "what do you want me to do, he is running late for everyone". This is not the way you speak to patients. The proper thing to do is to apologize, not defend. When I left the office I found out that my husband had paid for the visit, I told my husband that is not right. The appointment was for the doctor, not for a nurse practitioner to write a script for an **** After quite some *************** with the supervisor there, my husband received refund. On the 3rd visit, I again had an appointment with, ************************* MD. Instead of him walking in the room, another nurse walked in. I immediately said not this again. She said to not worry, I would meet with the doctor. I explained to her my *************** said she would be right back. Next thing I know, she walks in with a rolling table with a laptop on it. She states, ************ like you to meet **************************** MD. I said what? I don't even know where to look on the computer, I'm 71years old. I don't see well, *** don't like virtual appointments. I immediately told her this is not what I wanted, no one told me I wasn't good enough to meet with the doctor in person. She advised he is very busy & didn't have time to come etc. Needless to say, I walked out of the room very upset. My husband again, paid for the visit. I advised **** we aren't suppose to pay for virtual appointments. They are free with ********* I asked my daughter to call my insurance as I was too upset. The rep in ******** United HealthCare did a 3way call & asked what was going on. A supervisor named ************** believe came on the line & immediately started yelling at my daughter that my husband had called the lady at the front desk, "fat". My husband did NOT call her fat. He was very annoyed each time he went up to ask her a question, she was always snacking & talking with food in her mouth. Where we come from, this is not only disgusting, but rude. ****** had no right to yell at my daughter without hearing both sides of the story. She transferred my daughter to some other lady named ****, who wasn't a bit more professional than ******. She made all the excuses one can think of. I was not told I had a virtual appointment. I was just told to come in yesterday to meet with the doctor to advise the results of the **** **** states, ******************* MD can't be at 2places at 1time. I was very angry by this. An appointment to see a doctor is just that, to see a doctor. It is not my fault he is busy. A proper doctor should never make a patient feel that he is too busy to meet with me. He made me feel that my situation is very unimportant. All these times stating I'm going to meet with **** ****** have the audacity to state all these things to ******* family. This **** was making so many excuses as to why they charged me-from seeing a nurse to being physically there in the office. Had I had known that a virtual appointment was made, I would have stayed at home, had it had been a virtual appointment, the people at the front desk would have advised that the appointment is to take place at home, not in the office. This ********************* shouted she would reverse the charge, but she would send a letter stating that nor I, nor my family is allowed back to their office. Like I would go back. I am telling everyone how awful this place is, and I know a lot of senior citizens they will help me spread the word. I am writing this complaint in hopes that I can save someone out there from going through the same experience as I. My daughter knows what a good Spine Institute is. Her first visit at Biospine, she met with the *************** the owner of the ****** ****** didn't make a huge fuss about how busy he is etc. The 2nd visit, her doctor advised what he was going to do, & the 3rd, she was in a hospital getting it done, & she feels so much better. Unfortunately my insurance does not accept Biospine. I wish they did. I would already be on the road to recovery. This Neuspine Institute is a scam. They are scamming people by keep bringing them in for unnecessary appointments. Charging insurance at a regular doctor visit fee when I'm seeing a nurse ********************* on the computer. This ********************* better refund my money. I would like my feedback posted so anyone who wants to know what kind of place Neuspine Institute is before going -STAY AWAY.

  Business Response

  Date: 01/27/2023

  At NeuSpine we pride ourselves in giving exceptional service to all of our patients.  I appreciate your letter and wanted to respond to some of your points.  Your payment was credited the same day of your appointment and is being mailed to your home address.  I have used your letter as a tool to further train our staff so this will not happen to another patient.  Our staff should have let you know the doctor was running late.   In this instance, the surgeon was in the operating room in a different city and in order to not cancel the clinic we opted to do a virtual office visit.  This was not a telemed visit (over the phone only).   

  New patients must have imaging before seeing the surgeon.  This is why you saw our nurse practitioner to obtain an order for a MRI.  After obtaining the imaging you are scheduled to see the surgeon for his opinion.  A virtual clinic entails our high trained neurosurgery nurse practitioners examining the patient.  After the examination, the nurse practitioner gives a report to the surgeon who reviews the patients imaging (MRI etc).  Our imaging system allows us to see imaging from any of our offices.  The nurse practitioner then takes a laptop into the room where the patient will be able to see and speak with the surgeon and see their imaging.  The surgeon is able to see the patient and go over the imaging as well.  He is able to point on the imaging for the patient to see where their pain is coming from.  This is all performed in real time.  The patient is able to ask questions just as if they were having a face-to-face discussion with the surgeon.   Again, we elected to do the virtual clinic in lieu of having to cancel all of our patients.

  Thank you again for your letter of concern. 

   

   

   

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18901390
  
  I am rejecting this response because: i just want on record how awful of a place this is. To charge me a regular visit when it was virtual is not right. They accused my husband of calling the girl in front desk fat, this is not true, he said, stop eatting because she kept talking to him with food in her mouth. This doctor ******** is always running late or whatever excuse. They need to stop being so greedy and not overbook. I just want my money back.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/03/2023

  We have already mailed a check for your reimbursement. Unfortunately, there are times when the surgeon must be in the operating room due to emergencies, like motor vehicle accidents, that are not foreseen. 

  Again, we pride ourselves in giving excellent and compassionate care to our patients. 

  If you do not receive the check by Tuesday, Feb 7th please let me know.