Complaints

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• Initial Complaint

  Date:09/26/2023

  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.

  I saw the neurologist to find out why I am sensitive to light and sound in May and June 6. The first visit she did not even come in the room. The man just walked back and forth. The 2nd visit she was there and all the information I shared the 1st visit was shared again. She thought I had anxiety and put me on Cymbalta. I only took a few weeks due to side effects. I received a bill after this time and paid in full. I received another bill for about $68 which I asked for a detailed bill on what they are charging for and also some communication on any further diagnosis. I was just contacted by billing to make arrangements to pay the bill. I questioned what for as not clear in the bill. They proceeded to send me an email threatening collections. I stated I was going to log a complaint on their practices. About 10 days later September 20, I received a notice from Sec of State that they received information that I was not medically fit to drive and will cancel my license. I received notice September 23 that I missed a certified mail from the Neurologist but haven't gotten it yet. Funny how this all happened after trying to get a bill with details and some professional opinion or diagnosis! I would like this place addressed for abuse.of power. They never called or had any communication with me on my medical state since our 6.6 visit. Please help. I did contact my regular doctor for his guidance. I only saw the neurologist 2x.

  Business Response

  Date: 09/26/2023

  Good Afternoon

  Patient ***************************** was seen for two NEUROLOGY office visits, one on 6-6-2023 (90 minutes face to face with doctor) and the other ****-2023 (70 minutes face to face with doctor).

  We keep very detailed notes and documentation as to what transpires at the visits, but I can not provide those notes to you in this forum given potential HIPPA violation. Patient would have to sign a consent to release giving me permission to give you copies of those notes.

  If she has questions regarding the validity of those bills, she should have contacted her insurance, who would have then asked for our notes to confirm the time spent.

  Her insurance agreed to pay for both visits the requested amounts, the problem is that she has a coinsurance for visits that she is responsible for and if she does not want to pay that, she needs to discuss that with her insurance.

  I have attached the communication that her insurance has sent to us (explanation of benefit) that shows that her **** visit her insurance stated that she ha a coinsurance of $63.75; you will see that it states that it is patient's financial responsibility.

  The other attachment showed all the methods she was sent a statement of balance that she then refused to pay, despite multiple efforts. Despite all this we did not send her to collections.The next attachment is our office *********************** reaching out to her on email, he is asking her politely to call him so that he could explain to her the bill and that it is her coinsurance. She not only refuses to call, she writes back degrading the care she has received and stating that she will file a complaint (for what, for owing a coinsurance?)
  

  On a separate note, again with a preface that I can not disclose her diagnosis or medical ailment that she saw me for. I can say that it was not for anxiety as she claims. She has had frequent events, including one during driving, that have made me, a triple boarded Neurologist, concerned about the safety of her driving for not only herself but to others. I had requested medical evaluations and studies to evaluate this further, which she has not complied with. She has cancelled her followup with me using the excuse that she does not agree to a $64 dollar coinsurance, in order to support her non-compliance with medical recommendations.
  

  It is my responsibility as a physician to report to the Secretary of State any and all events of altered mental status that can cause harm to the patient and others should they be driving. In fact it is also her own responsibility to report the same to them. I did the responsible thing and reported it. It is then the Secretary of States job to investigate the concern further and make sure *********** to drive. For example, let say someone has loss or altered consciousness events or seizures or has confusional events or dementia and a physician becomes aware of this, it is their duty to report, in order to assure safety of all drivers on the road. That is NOT "abuse of power."
  

  ****************** has ended her patient-physician relationship with us. She had been medically non-compliant placing at risk not only her health and but also that of others. If she has disputes with her insurance billing she needs to speak to her insurance so that they could investigate; that investigation will definitively reveal that we billed for the the time and effort we spent with her as we have documented detailed proof of her visits that we can provide them. That investigation will also inform her that it is her responsibility to pay co-insurance, which by the way despite her refusal to pay has NOT been sent to collections.

  As far as my reporting her to Secretary of State, that has nothing to do with any of the above. It has nothing to do with "abuse of power." It has to do with a patient not medically compliant with medical recommendations, who is having events while driving that are of concern for safety of that driving, event that she has in the past acknowledged to the extent that she had us write a letter to her work that she should work from home because of them, and who is now not happy with the State of ******** laws that patients that are not deemed safe to drive, should not drive. She should cooperate with the Secretary of State of ******** in evaluating further our concerns.

  Please let me know should you have any further questions of concerns.

  Sincerely,

  ***** *********************** MD
  Board Certified in Psychiatry & Neurology (****)
  Board Certified in Clinical Neurophysiology (****)
  Board Certified in Electrodiagnostic Medicine (ABEM)

   

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20647119
  
  I am rejecting this response because: This is a fabrication of events and conveniently written out of context and in response to support her narrative in retaliation for questioning their business practices and billing.  They did not provide ANY communication or diagnosis to me that I was in any compromised in driving or in any other capacity. Before the pandemic, I was getting headaches and was allowed to work from home. I had an appointment set with my primary doctor about a month later. Then, the pandemic happened, and my appointment was cancelled. I was not too worried now as we all were at home and my symptoms had virtually gone away.  Three years later, we were told that expectations were for everyone to come back to work at least 3 days a week. This was to occur in less than 2 months. I thought this was a good time to get checkups to secure having support if I were to experience the same issues that I had pre-pandemic - and not to start when I actually had the issues.  My doctor was no longer at the practice so I had to establish a new one.  In doing so, I explained my concerns about the lights/sounds, and he suggested to get an *** (this is based on having brain surgery in 2014 due to an accident which caused fluid buildup) and follow up with a neurologist.  Also, I was to get a colonoscopy for issues in the gut.  Unfortunately, I could not recall the neurologist I saw back in 2014, so took the first available appoint I could get for a neurologist. This is where this doctor enters into my life.  I had 2 visits that were basically repeating the same things - I even had to log on to their computer to get my records the 2nd time as apparently the forms I signed on the visit were not actioned on to get the information.  A lot of wasted time. She even stated that I was going to be a difficult case so I just let things roll but this should have been the 1st red flag.  I did ask to have a note to cover until we get all this aligned (which they provided through 8.8 - the starting point of return was to be 6/27). This alleviated my anxiety a bit.  They also prescribed Cymbalta.  The *** she suggested I get was to give her a baseline-at least this is what was told to me. I was also to see a neuro psychologist as well as a sleep study - I did both yet no response or feedback on either. As with other doctors, I expected some immediate feedback on those 2 visits vs. waiting until 8.8.  I will add that she did review the *** results with another doctor and did not see anything concerning there and did provide this feedback to me. As my next visit was to be 8.8 and I was being overwhelmed with bills (had my sons' as well), I emailed to advise that I needed to space things out - namely, the *** and another blood test (which was in addition to the 2 I already shared from other doctor visits - primary and rheumatologist - weeks earlier).  They received my email and acknowledged it - there was no address as to any concerns of me delaying this one test or in me driving at any time.  Back to the visits. She asked me if I had any episodes in losing time to which I responded I had instances of forgetfulness and not remembering what it was I was going to do.  I shared one time that I left work to pick up my son and had to pull over as I could not recall where I was to pick him up from.  I thought this new questioning was great - we can also address if this is just normal from entering menopause or perhaps it has to do with not sleeping through the night in the weeks prior due to a sick elderly dog (he is on meds now and has been fine since July).  In fact, after explaining all this for about 30 mins., she says to me that she has no idea what I am saying or why I am there - and embarrassingly, she had asked her staff in the room if they knew - all of them quiet.  There was an intern, who was taking the notes, and another person from her office (and my husband). My husband had to interject and say, to get your professional opinion.  This should have been my 2nd red flag.  On to the culprit which was the bill payment. I had paid for a bill which I thought was in full ($422.58) and when I received yet another bill after that, I had and asked for details of that bill (which I am ***********).  I also pointed out that I had not received anything from them on their professional opinion of things in return for what I paid.  I at no time refused to pay this bill (this one was about $68) as the emails attached show. I asked for details on the visit and to perhaps get some write up on the visits I did have.  They just proceeded (in that week) to send more emails (2 on sending me to collections if not paid) and a phone call from a female to contact ***** in billing and also - seemingly, from ***** as well to settle the bill. phone calls to call the billing department to settle the bill. I advised the billing person via email that he severed the relationship in communicating with him on the bill due to being threatened collections.  I never said I was not going to pay...or to sever the relationship with the doctor but I can see how that was derived.  Things then went into full gear after I wrote that to him - *********************************************************************************************************** and my doctor to apparently support her move. Her arrogance and spite and misinterpretation of events led to her seeking to harm me. She knows the burden is on me to prove otherwise given her position as a medical professional - all the more reason I believe she should be looked into as she can do this at anytime to anyone given the trust that was placed in her and her medical oath. It is appalling and I fear for patients that come to her and end up ******* her off.  Follow the timeline...and the correspondence, or lack thereof.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/27/2023

  Dear Better Business Beaurea

  I apologize for your involvement into this matter. This is not the appropriate forum for these discussions.

  The patient is writing an elongated message providing you details of certain correct and incorrect facts about her medical history. I am still not comfortable with fully disclosing her medical history that she has not included in these discussions.

  She has two conflicts here and she needs to use the correct medium for evaluation.

  1) financial: she does not feel that she owed or should have owed my practice the deductible and coinsurances she has paid and amount that she has not yet paid

  She needs to raise this up with her insurance carrier and they will then investigate that matter for her including obtainng my notes and documentations

  2) my medical judgement that there was/is risk for her to drive and my presentation of this belief to the secretary of state of IL. When they read the details that was provided to them, they felt that there was sufficient evidence provided for her to need an evaluation by the ******** *********************** Full instructions were provided to her in the letter they gave her dated Sept 20, 2023. 

  Outside of that I do not feel that it benefits either party to go back and forth in this discourse.

  It appears that her most significant concern is the drivers license revocation and she can contact the number that the ************************************************** provided her *************) to determine what the next steps are. At this time, this is out of my hands and nothing I say or write can reverse the ******** Secretary of State desire to protect the safety of all on the road and to then evaluate her driving capability.

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

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20647119
  
  I am rejecting this response because: if you read the emails you will see that I asked for the details and explanation of the charges...never did I mention that I was not going to pay. She keeps mentioning insurance accepted it - when do they not take a professional billing? That is a weak rebuttal and response. I was asking the practice for the details on my visits which I am legally ***********.  Why is she so aggressive and abusive to those asking questions.  Perhaps billing fraud? She was late for each visit yet charged additional time - which was never agreed upon or shared with us during the visit - yet each visit was billed for 2 separate charges. I will work the insurance company now.

  Her 2nd point - if this was her opinion, why was there no outreach to me as her patient to share her concerns? She states I canceled the meeting as if done in spite and that I refused her advice when all I did (again this is in the emails) was state that I needed more time to finish all the things she wanted me to do. I guess I was OK to drive but not after I questioned the billing?  As I really want a neurologist on my side to go through life, I am seeing another one and will have proof of her incompetence and abuse of power and her egregious methods of harassing those who question her billing practice. Next up is to seek an attorney as well as contact the **** of ****** as they all should be aware of her practice and of her using her position to harm others. Who knows what will happen with this type of doctor - but I at least have logged something that *** help.
  
  Sincerely,
  
  ***************************