Complaints

This profile includes complaints for Springfield Clinic, LLP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Springfield Clinic, LLP

  3180 Adloff Ln Southern View, IL 62703-4442

• 

  Springfield Clinic, LLP

  PO Box 19248 Springfield, IL 62794-9248

• 

  Springfield Clinic, LLP

  1025 S 6th St Box 19248 Springfield, IL 62794-9248

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:01/17/2025

  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.

  During an annual physical on 12/5/2024 my new physician (Dr. **** *****) asked how I had been feeling since our appointment in July to establish as a new patient (my prior physician had retired). I shared I had slight pain in my left elbow and an issue with my right pinky but they weren't a real issue for me. Dr. ***** ordered labs to be completed for this annual physical and stated I should resume taking the statin medication I had been taking previous to establishing with him in July as a new patient. During the July appt Dr. ***** and I discussed how I didn't like taking medication so he kept me off the statin pending labs for this annual physical.
  When I went out to schedule my next annual I was told the appt didn't require a copay, which was accurate.
  Weeks later I received a bill for a $30 copay and after discussing it with billing they stated I was billed for two appts; the physical and an office visit because I received treatment for issues that weren't pre-existing. I asked why I was being charged for an office visit and a physical and, after an "advocate" looked into the issue I was told that because I mentioned my pinky, my elbow, and was started on the statin that the visit was beyond an annual physical. I informed them I was not seen for the pinky and elbow issues and the physician didn't even inspect those areas. I also stated I was on the statin medication previously so this wasn't a new issue. The "advocate" then stated they would see about having the visit recoded and he would have the billing manager reach back out to me (for this issue and due to the behavior of "****" in billing, who was very rude in her online portal communication).
  On 1/17/2025 I received a message that the issue was closed and I needed to pay $30. No communication from the "advocate" as to what happened with the recoding, no communication on why the added appointment was being billed, and no communication from the billing manager for the rude behavior.

• Initial Complaint

  Date:07/31/2024

  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.

  Date of appointment: 12/11/2023
  Amount charged: $1,006.00
  Business committed to provide me: a simple checkup/doctor appointment
  Nature of dispute: I was lied to (twice) and told that my insurance was accepted (I gave them all necessary info pertaining to insurance)
  Has business tried to resolve the problem: They tried to re-rate to a lower amount, $435, however my co-pay with insurance would have been $40, so this is unacceptable
  Advertising: The issue does not involve advertising

  Business Response

  Date: 08/12/2024

  Thank
  you for allowing us to respond to Mr. *****’ concerns regarding his charges at
  Springfield Clinic.
  
  Upon
  review of Mr. *****’ account, we can provide the following information
  regarding his date of service from December 11, 2023.
  
  At
  the time of Mr. *****’ appointment, Springfield Clinic was out of network with
  **** ***** **** ****** and had been out of network for over a year. Springfield
  Clinic announced this situation in various ways, including via the media, on
  our website and providing patients with Self Pay rates via a Good Faith
  Estimate.
  
  Upon
  review of Mr. *****’ accounts, we do show a Good Faith Estimate was provided to
  the patient letting him know what the charges would be if he were to elect to
  have his services at Springfield Clinic and be billed directly, in lieu of
  billing his insurance. We have enclosed a copy of this document and can confirm
  this was emailed to the patient on November 29, 2023 (email attached). This is
  an option we give to patients who do not have insurance or have insurance that
  is not in network with Springfield Clinic. At the time of Mr. *****’s appointment,
  it was not confirmed if he wanted to elect the Self Pay option, and his
  insurance was billed. **** ***** did deny this service leaving the patient a
  balance of $1,006. Upon review of the patient’s balance in July 2024 a request
  was sent to update the charges to the Self Pay rate of $425.
  
  At
  this time, we do feel this is a fair charge for the service provided by
  Springfield Clinic and would like to work with Mr. ***** to settle this
  outstanding balance. We have reached out to the patient several times and have
  been unsuccessful in connecting with him. If Mr. ***** would like to discuss
  this balance further, please have him reach out to me directly to discuss it at *************
  
  Please
  let us know if there is any additional information that is needed.
  
  Again,
  thank you for allowing us to address Mr. *****’ concerns.
  
  Sincerely,
  
  ****** ****
  Director,
  Revenue Cycle Excellence
  Springfield
  Clinic
  

  Customer Answer

  Date: 08/12/2024

   I am rejecting this response because:
  

  1. I have yet to receive any communication from Springfield Clinic on this issue. I asked to be contacted only in writing, because I no longer trust their organization & staff.

  2. That is great that they included the good faith estimate they sent me, because when I had received that, I had immediately called to make sure it was a mistake. Upon making that phone call, I was told that communication was in fact a mistake/error and that my visit would be fully covered by the insurance account that I had provided when I initially called to make the appointment. There was a 3rd time I was told that my insurance was good - this was on the day of the appointment when I showed up and physically handed them the insurance card.

  3. The cost of the visit to me would have been a $40 or $60 copay, therefore the $423 self-pay option they are offering to me is not acceptable.

  4. When initially speaking with their billing department regarding this issue, I was told me that they were sorry that I was given incorrect information by their staff. Therefore, Springfield Clinic has admitted to be the guilty party in this situation

• Initial Complaint

  Date:01/21/2024

  Type:Billing 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.

  On 8/14/23 I visited the ****** *********** ****** and paid a $30 copay with a pre-paid debit card through our health insurance. Since then, I have been billed, demanding a co-pay of $30 for services on that date. On 9/20/23, I had an appointment with a specialist, and was only billed $30 (instead of $35), which I paid. At the time of service, the receptionist said I had paid and everything was okay. I then started to receive bills demanding $5.00, as well as the $30 from the 8/14/23 visit. I've called their billing repeatedly, and I was told that I only owed $5.00. They didn't know why I was being billed for $30 from 8/14/23, and they didn't know why I was only charged $30 instead of $35 on 9/20/23. I received a note in the mail with a handwritten note stating I only owed $5. I went online to pay the $5, and the site said I owed $35. I paid the $5. I'm now receiving bills that show the $5 was applied to the $30 co-pay of 8/14/23 (which I already paid), and now I owe $30. Along with this bill is a threat of being sent to collections. I've paid the $30 on 1/21/2024 to avoid any damage to my credit rating, and I would like to be reimbursed the amount. Nothing has been done on their end to rectify the error. Not once have they even asked for proof that I've paid my co-pay on the day of the visit. I have included images of proof of payments, bills and correspondences.
  
  On a side note, because of the error on 9/20/23, our insurance is now asking why $5.00 was paid to Springfield Clinic and wanting proof.

  Business Response

  Date: 01/24/2024

  
  
  Thank you for allowing us to respond to Ms. ******* concerns
  regarding her billing statements from Springfield Clinic.
  
  Upon review of Ms. ******* account we were able to provide the
  following information regarding the five dates of service and corresponding
  copays and payments for these dates.
  
  (spreadsheet of charges attached)
  
  Ms. ******* total copayments for these dates of service are
  $165.00, the total paid is $165.00 and as of today’s date Ms. ***** has a zero
  balance with Springfield Clinic. We did have the opportunity to review these
  charges with Ms. ***** via telephone and we were able to explain how the
  payment made on 8/14/23 was actually applied to the 9/20/23 date of service due
  to a timing issue with the billing statement versus the date of service. Ms.
  ***** understood our explanation of these balances and agrees there was no
  credit on her account and the balances and payments did correspond correctly.
  
  We extended our apologies to Ms. ***** and we have mailed itemized
  statements for these dates of service to Ms. ***** for her records, showing
  copay amounts and payments.
  
  We are considering this inquiry addressed and resolved per our
  telephone conversation with the patient. Please let us know if there is any
  additional information that is needed.
  
  Again, thank you for allowing us to address Ms. ******* concerns.
  
  Sincerely,
  
  ****** ****
  Director, Revenue Cycle Excellence
  Springfield Clinic

  Customer Answer

  Date: 01/29/2024

  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.