ComplaintsforWindermere Medical Clinic

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was directed to Windermere Clinic by the physician I was working for back in 2021. The sole reason I went there was to get the Moderna vaccination that he set us up to receive. I was covered by insurance at the time. The wait at the first visit was 1.5 hours just to see an MA. I NEVER saw a doctor and *** received invoice after invoice from them for two years now for $120. Keep in mind, Covid vaccinations are free everywhere else I have checked. Each time I call, they state they will look into it and get back with me. Then comes another bill months later. Said invoices come from Northside PatientCo and mind you, they state they are calling Windermere for answers. No one responds. Not ONCE did anyone call me back and now theyve sent me to collections. At the very least, I deserve answers or an explanation of charges. What kind of customer service ignores a patients request and has them sent to collections thus putting a derogatory **** on their credit?

  Business response

  03/21/2023

  Hello *************
  We apologize for all the inconvenience caused due to some missed communication. We have contacted Northside regarding this issue. As per our records there was no instance that was pending at our end to send a response for this issue. We have escalated this matter to the ***************************** to research where the gap was. Meanwhile a message has been sent to accounts too, to adjust off any charges on your account for covid vaccine. We never billed our patients for a doctors appointment when they were seen for vaccine administration; the only thing billed was the covid vaccine, which should have gone to insurance or to the federal government HRSA program for the uninsured . No patient should have been billed for any covid vaccine dose given.
  Please feel free to contact us at the clinic and ask to be connected to Billing by the front desk staff , in case of any more assistance needed. 
  We will gladly help you.
  Best Regards
  Billing-WMC

  Customer response

  03/21/2023

   
  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. The business sent me a separate email stating they would adjust off the charges.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am getting a call from a company that I am in collections from my doctors ****** for a visit my doctor ****** doesnt even know why I was in the ******. They have no record of why I was in the ****** that day but I have a bill for it. I spoke with them November 3rd of this year and the representative assured me he would put the collection from December 2021 on hold until he heard back from my new insurance. They called me again today saying its still in collections and they have no notes from the representative I spoke with regarding the bill from December of 2021. Its almost a $300 bill and I had insurance at that time of service in dec 2021. (Same one I currently have) My doctor ****** had the wrong insurance on file (and still did up until today when I called them) and they never bothered to ask me for my ID or new insurance card upon check in. I also went in on setpember 1st of this year and again they failed to ask for my insurance information or ID upon check in. So again, they billed the wrong insurance and now I have 2 different bills for over $500. Now I have 2 outstanding bills from my doctors ****** because they had the wrong insurance information on file up until today when I called them and told them nobody has even bothered to ask if I have a new insurance or moved. They also had an address of file I have never lived at. So if the bills were going there I never received any of them as I never lived at that address. I updated my new address with them today but I had to call them and tell them I moved! Again, I was just there on September 1st of this year. When I called the doctors ****** today they told me they would submit a new claim to my new insurance (I updated today) but the old bill from December of 2021 they werent sure if they could fix that one. Its certainly not fair if I have to pay it when I know my insurance would have covered it last year had they had my correct one in their system or asked me for an update at my appointment.

  Business response

  12/08/2022

  Hello *************************
  We apologize for all the inconvenience. 
  As per the clinic protocol, there are various ways a patient can update insurance information, through mobile check-in when you get a confirmation for your appointment, through the kiosk when you walk in to the clinic  or though patient portal if you need to update anything; Due to unknown reasons if all these  steps were missed, there are bills sent to inform the patients of the denial.

  
  We are sorry if you were not made aware of the denial due to demographic and insurance  information missing .
  As of date and as per our conversation on 11/30/22; we have submitted your claims to the insurance information that was sent to us via text on 11/30/22 ; Please allow 6-8 weeks  for the payer to respond regarding both these claims; if there are any payment issues for  the Dec 2021 charges, please contact us, and we'll try to work out the best suitable solution for you at that time.

  Thank you

  Billing Manager

  Customer response

  12/08/2022

   
  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

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/18/2022 i went to the Windermere clinic to get travel vaccines for an upcoming trip to *****. My insurance covers the vaccine but they front desk swore their office does not bill insurance for these specific vaccine ams that in a few weeks i would get a bill to submit the invoice directly. I even attempted to have them speak to my insurance company directly confirming cover but they refuaed. they required that i pay $300 upfront for the vaccine then be reimbured from my insurance company. On 5/25 they billed my insurance company even though they promiaed repeated they DONOT bill insurance for travel vaccines. My insurance paid the claim, so now they owe me $300. I have called them more timea than i can recall to get my refund, each time i get a new excuse. In September they sente a bill for $20, even though they owe me $300. When i inquire about the bill and my refund they had no idea why i got a bill and see no funds owed to me. A manager was suppose to call me in September. It is now October 14. I received another bill showing $20 balance. no manager has called me nor has a check been issued. Pleass help me resolve **** foolishness.

  Business response

  10/14/2022

  We are a ****************** affiliated practice. ****************** has already issued a check with check number # ******* for amount- $265.00 on 10/05/2022. This refund amount amount is equal to $300 (paid by customer) - $35 (copay that was applied to by insurance). Patient should receive this check with in next couple of weeks. If she did not, she can contact the office and we can have ****************** cancel the previous check and issue another check. 

  Our Billing Manager ***** spoke with patient today and explained this to her.

  Thank you

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Windemere Medical Group 1/14/2021 b/c of my exposure to Covid virus.Before scheduling covid testing, 5 minutes zoom conference with a nurse call took please.Apparently, I was charged $116 for this service. I never received any **** or statement about this and few days ago I received a phone call from a collection agency. I never had a chance to see if this charge was submitted to the insurance and really discuss with the provider why I was charged for this unnecessary service.I pad my dues, but I definitely want to report this business practice

  Business response

  01/06/2022

  We are part of ************************** Care physician services,and our billing and collections is handled by Northside Physician billing. Patient has requested a Telehealth appointment on our website and signed all appropriate consents before this appointment was scheduled and completed with a physician. Appropriate charges were billed to patients insurance company and patient would have been notified of these charges via EOB by his insurance company directly. Our billing team has indicated that patient was mailed statements on 07/14/2021, 08/13/2021,09/13/2021, 10/13/2021 and 11/12/2021 before it was turned over to collections by Northside. Based on our review, it looks like all these statements have been returned. Because patient did not receive any mailed statements, we have requested ****************** to adjust these charges and remove this collection process.Please be patient, because this process could take up to 30 to 60 days to complete. Patient will not need to pay for this **** and if patient has already paid for it, patient will receive a refund once this process is complete by Northside. Thank you

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