ComplaintsforVillageMD

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/10/2023 I paid a visit to ************************* at **************************************************************************************************** Phone: ************. She is not my regular doctor my regular doctor at this office was unavailable. I had a variety of ailments to discuss. It was an illness visit. I had already had my annual wellness visit on 3/27/2023 with my then primary doctor ****************************************************************** ****** ************. I know you are only allowed one annual wellness visit a year. You can imagine my surprise when 5 months later I received a notice from Village Medical that I owed ****** for an annual wellness visit performed by *************************. I have contacted Village Medicals billing service ****** ************ who said they will try to contact ********** and get back to me. They said they can not cancel this bill. Every day Village Medical tries to send me an email to pay this amount. 1. I was never aware of the fact that ********** would report this as both a regular visit and an annual ******** wellness check. I did not give permission for such a visit I did not receive the type of questions done on a annual wellness visit. I received no forms outlining what an annual medical visit is. The bottom line is I had no such exam and this i a fraudulent bill. I do not have the money to pay this. It is also double dipping they have been paid for a regular visit. They have rejected by ******** for a wellness visit payment. Can you please help me?

  

  Business response

  05/01/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  05/01/2024

   
  Complaint: 21647674
  
  I am rejecting this response because:  I have received no response from the billers other than a continued attempt to collect this incorrect bill.  
  
  Sincerely,
  
  ***********************

  

  Business response

  05/01/2024

  Thank you, ***. We appreciate your patience as a billing team member will reach out to you to resolve your issue. 

  Customer response

  05/01/2024

   
  Complaint: 21647674
  
  I am rejecting this response because: Although a ****** from an unknown company to me listed as R1 RCM, ***.  ************  named *****  has just called me on 5/1/2024 stating he is a back office ****** for Village Medical which is nowhere noted on any of  Village Medicals information and the area code of **************** ********. R1 RCM, *** is listed with headquarters in Chicago.  He kept me on the phone stating that ********** has reported that this was indeed a well ness visit.  I was very polite with him and told him  she is very young and only out of school for a few years and is either taking instructions from someone in the office as  to what to describe (and thus bill) or is just mistaken.  I also stated that I was never informed that she would be writing up anything about a wellness visit and that she never handed me any of the written material published by Village Medical as to inform patients of wellness visits and what is done during them  When I made the appointment I specified visit for illness.    I was asked no cognitive questions.  I know what is a wellness visit. This was not one. He informed me he could do nothing and a supervisor named ****** will call me. I am adamant that this is fraud, double dipping and absolutely wrong.  In addition they are being paid for a normal visit and be very satisfied and drop this charge.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This began on January 5, 2024. My wife and I both went to Village Medical, our usual provider, due to illness. We were both tested and told we had Covid. We paid the patient part of the charges. Soon thereafter, we got a bill for an additional $130.00 or so for each of us. Thinking we had paid our part, we checked with our insurance provider who told us insurance would not pay for the tests because WE had asked for the tests, which is incorrect. The tests were ordered by the PA. They said the coding for the visit would need to be changed for insurance to pay.We have contacted Village Medical Corporate several times. They said they saw and understood the issue and would get it corrected. Later, we contacted our local Village Medical office who said the corporate person had done something, but it was incorrect. The person there said they would correct this. During an appointment at Village Medical, they AGAIN tried to get me to pay the invoice. I again told them the story. They said they would get it corrected.SEVERAL other calls have been made with no result just promises to fix the problem.On April 18, I sent a strong message to the local office, whose supposed policy is to respond in two days. It has been FIVE DAYS and no response.Village Medial needs to fix this problem immediately. Their billing has gotten to the point of harassment, yet they refuse to correct the billing issue.

  

  Business response

  04/23/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  04/24/2024

   
  Complaint: 21613569
  
  I am rejecting this response because:

  There is NO RESOLUTION from the company - only another handoff.  I will not agree to closure until the issue is resolved.

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

  

  Business response

  04/25/2024

  Hi ****************** - 

  I've confirmed with our billing team that a message was left with ******************* letting her know both balances have been removed from your account. We hope you find this resolution satisfactory. Thank you again for alerting us to the issue. 

  Have a great day.

  Customer response

  04/25/2024

   
  Complaint: 21613569
  
  I am rejecting this response because:

  The people I have talked to at Village Medical said the balances were removed and that a new insurance claim has been submitted.  I am not going to close this case and then find out the insurance won't pay (another billing error?) and have to start all over.  Once the insurance has paid whatever they will and/or I get an invoice that clearly shows a zero balance for both mine and my wife's accounts, I will not close the case.

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 4, 2023 I received a routine bilateral mammogram which was ordered by my physician assistant, *****************************, who is employed by Village Medical. As a 46 year old female, these are routine and completely covered by insurance (Anthem.) The mammogram was performed by a local imaging center, Advanced Medical Imaging and billed to Anthem by Advanced Medical Imaging (AMI). AMI was paid in full. The problem is that Village Medical is also billing me for a routine bilateral mammogram on the same day (10.4.23)-- with the same procedure code (77067-TC). Anthem will not pay for a second mammogram, nor will I as NO second mammogram was performed (and honestly a PA cannot perform a mammogram and the location they are stating that I received the mammogram doesn't even have that equipment.) I have spent the last 6 months and 8+ hours of my time trying to resolve this with Village Medical. It's fraud, they are billing for a procedure they did not perform. ***************************** ordered the mammogram and received the radiology report, but did not perform, oversee, or participate in the mammogram. Village Medical has "escalated" the error, but they keep stating that I owe for this mammogram that they did not, and frankly cannot, perform. Now I'm being harassed by collections over this fraudulent charge.

  

  Business response

  04/10/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  04/16/2024

   
  Complaint: 21550800
  
  I am rejecting this response because this is the same thing I was told over the course of the last six months. I was told a "centralized billing expert" would review the charge. They review it, say that it is coded correctly, but never resolve the issue that I NEVER HAD TWO MAMMOGRAMS and that ***************************** PA cannot personally perform a mammogram, as I'm being billed. It's a vicious circle with not resolution from a corporation with outsourced customer service and coding services. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/29/2024

  Thank you for bringing this to our attention. We have in our records that your claim has been corrected. Thanks again. 

  Customer response

  04/30/2024

   
  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

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I saw ********************************* at Village Medical on 11/29/23. I have ******** Parts A & B and ** ********* I NEVER receive a medical bill. I have received 3 bills from Village Medical. I have contacted them each time. The first time I was told it was a billing error, 2nd that I had no balance and today that I owe $376.00. They're sorry about the billing error with ******** and ********* APPT was billed as Wellness visit when it should have been a regular visit. She refused to give me her name. I called ************ at 12:04PM 4/8/24 for 17 minutes. She said Accounting would investigate. It could take up to 60 days. My bill accrues late payments and will be on my credit file. I got nowhere at all with these people, acting like they did nothing wrong. I want my bill billed correctly to ******** and ******** and a zero balance.

  

  Business response

  04/08/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Medical Provider at Village Medical Dear Better Business Bureau,I hope this message finds you well. I am writing to file a complaint against a medical provider at Village Medical regarding an unpleasant experience I had during my visit on February 9th, 2024.On the aforementioned date, I visited Village Medical for my annual physical. Despite having a scheduled appointment, I endured a lengthy wait of 70 minutes before the doctor finally became available. Once the appointment commenced, I cooperated fully with the doctor, answering all inquiries pertinent to the annual checkup. Subsequently, the doctor ordered blood work for the routine examination.My interaction with the doctor lasted a mere 5 minutes before a nurse interrupted to inquire about receiving a flu shot, to which I consented. Following the brief encounter, I promptly left the office.The following day, I dutifully underwent the requested blood work at the designated laboratory. However, my dissatisfaction arose when, four weeks later, I received an unexpected bill reflecting two separate visits for the same day. One charge pertained to a standard visit, for which I was billed, while the other was labeled as an annual checkup covered by insurance. Perplexed by this discrepancy, I sought clarification from both my insurance provider and the doctor's ********* my dismay, I was informed that the additional charge stemmed from allegedly discussing matters outside the scope of the routine physical examination during my appointment. However, I vehemently deny engaging in any conversation beyond the parameters of the annual checkup. Thus, I find this discrepancy in billing to be both inaccurate and deeply concerning.Such practices reflect a breach of ethical conduct on the part of the doctor, and I am adamant about resolving this matter expediently. I implore your assistance in rectifying this issue and ensuring that appropriate measures are taken to prevent the recurrence of such unethical billing practices.Thank you for your attention to this matter. I trust that your intervention will facilitate a swift and satisfactory resolution.

  

  Business response

  04/08/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ********* changed January 1,2024. I went into Village Medical in December 2023 to update my ********* as of January 1, 2024. I told them I would only have ****************** and a supplement ********* of ****** Healthcare. In January 2024 the information was still not correct so I gave them the information again to correct it. I then received a bill for my labs at the end of January. I called billing and they still had my old ********* information down giving me 2 *********s which was incorrect. I again gave them the correct information that I had only 1 ********* which is ******** and the supplement *********. I told them that I had spoken to ******** and ******** said they had all the updated ********* correct and to resubmit the bill and they would pay it. I called Village Medical again and told them all the above information. I also told them this bill had to be resubmitted within 15 days. Please send it through IT WOULD BE PAID BY ********* Over a month has gone by and I receive the same bill from Village Medical with the same incorrect information. I call them again today, March 13,2024 and had to give them the same information again!! If they have not resubmitted the bill again as they were suppose to over a month ago, I am not sure of ********. This problem and mistake is totally on Village Medical. How many more times do I have to keep giving them the same information. I have other doctors and Village Medical is the only problem with billing I have had. I do not owe them $198.00 or any other money. Medical and my supplement ********* has paid every other bill with no problems as they said they would for Village medical. This is not the only problem I have had with this Medical group. The error is on them and they need to take care of it on there end. I contacted Medical care and Village Medical a number of times. The problem is with Village Medical. Thank you for your help. I greatly appreciate it.

  

  Business response

  03/18/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/6/2024, I was billed for my daughter's appointment as a specialty visit. I went in for a sick appointment and check up. This wasn't a speciality visit, they billed me for one. My insurance covers pcp sick, well routine visits. I recieved a bill for $93.86 after what my insurance covered. The same thing happened when I went for a visit to the Dr., my visit was billed as a speciality appointment, again, same thing. I went in and they referred me to a specialist. I didn't see one, I was referred. This is fraudulent billing, I shouldn't have to pay over, I have had issues with their billing in the past and this additional. If there was a need for a "specialist visit" they should have notified me beforehand. I have a zero co-pay policy for pcp visits. I pay a lot a month for this. This seems like it was a way for them to make more money on the back end. I would like for this to be resolved and appropriately billed. When speaking to the insurance company they stated the billing was billed as a specialist visit and not a sick/routine or other illness/issue visit. My concern is, everytime I go they will bill me as a specialist visit, when I am simply going to my PCP. Then being billed again for a specialist appointment if needed. It is not right and needs to be corrected.

  

  Business response

  03/11/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  03/12/2024

   
  Complaint: 21401821
  
  I am rejecting this response because: I havent seen any resolution. Once there is resolution and the error is corrected, I will be satisfied. I have in writing from an employee that they are not a specialist office and I shouldnt be billed as a specialist visit. I will await the resolution and edit as applicable.

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

  

  Business response

  03/18/2024

  Thank you, *******. I have reached out to our billing team to get in touch with you and share an update on your complaint. 

  Customer response

  03/19/2024

   
  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.
  

  Kimberlys customer service and true understanding of the issue and dedication to resolving it, made this situation better. Thank you Village Medical and ******** for taking care of this. 

   

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had my physical 1/10/2024 at the Village Medical - Capstone location. I received an invoice stating I owed a balance for a screening questionnaire they asked as part of my visit. They are charging an additional charge for something related to Alcohol counseling, which did not occur, nor was it warranted. I have disputed this with Village Medical however their response is that they've reviewed there record and it shows the charge is valid. Village Medical has only offered to show me an itemized bill but when I ask to see the notes that would back their claim that charges are legitimate, I get the run around, including an email address that is not legitimate. Billing for services that were not received and services that are part of the businesses annual physical process should not be being billed as additional charges but billed as part of the physical. This is a deceptive billing practice.

  

  Business response

  03/11/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  03/11/2024

   
  Complaint: 21395253
  
  I am rejecting this response because: I attempted to resolve this issue with the billing department before reaching out to the BBB.  I have yet to receive the information I am requesting or to see anything that validates this is a valid charge therefore I have no faith that this issue will be resolved.
  
  Sincerely,
  
  *****************

  

  Business response

  03/15/2024

  Hi **************, 

  Our billing team member, *******, confirmed that she has both called and left you a voicemail. You should have also received an email letting you know the issue has been resolved and if you have any other questions or concerns, to please call me or email *******************. We hope you found this solution satisfactory. 

   

  Thank you. 

  Customer response

  03/15/2024

   
  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

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a virtual appointment on February 9th with the Village Medical at ****************************************************************** and was never contacted at my appointment time, so I contacted Village Medical and they claimed that theyd make sure I was seen by the end of the day and contact me. I waited the whole day and was still not contacted, so I called once again and was told theyd be getting to me. The day ended and I was not contacted. Since then I have continued struggling with a very severe cough and have not been able to get in with a provider after they failed to see me at my scheduled appointment. This is absolutely unacceptable and nobody has tried to rectify nor address the situation and ensure I get proper care.

  

  Business response

  03/11/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a patient relations team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed one complaint with the other address in ******** ******* but this company has different addresses and their phones are connected to out of the country. My problem is with ****************** adding on procedures to a yearly wellness exam at no cost to me then charging the insurance company and the insurance company charging me the residual. And I also have another person to contact in ******** *******. ******************************* *********** or ***********. And her email is ********************* Im sorry I had to do this in two separate complaints but this company is very hard to get a hold of and I have tried to resolve the problem they will not return my phone calls they just keep sending me the bill I got it three times last week

  

  Business response

  02/26/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

*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. ↩