Complaints

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:06/05/2025

  Type:Customer Service 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.

  Complaint Against Optimal Chiropractic Billing Misrepresentation and Unauthorized Charges I am filing this complaint against Optimal Chiropractic for unethical billing practices and an unauthorized overcharge.On 4/4/2025, I was charged $65 on my credit card, but their billing statement (Statement ID: ************* reflects only $35. I have provided receipts (****** rcpt.pdf) and a credit card screenshot (IMG_9392.jpg) confirming the $65 charge. The remaining $30 has not been refunded.Additionally, the clinic claimed that $60 for CPT code ***** was not covered by my insurance (*****************). This is false. The Explanation of Benefits (IMG_9385IMG_9391.PNG) shows that the $60 was an in-network plan discount, and I was only responsible for a $35 co-pay. All other codes (e.g., *****, *****, *****) show similar discounts correctly applied, but they omitted this one to justify an additional charge.Their internal billing reference to Code M80 is not present on any of my EOBs and appears to be fabricated. Despite clear evidence, they have refused to correct the bill or issue a refund.Their initial bill was $440 (Screenshot: 2025-04-21), later revised to $560, which ***************** fully approved, confirming that I owed only $35 which I paid.I have attempted to resolve this amicably, but the clinic continues to misrepresent the facts. This is no longer about the $30 it is about transparency and ethics. I am requesting that the BBB facilitate a resolution and that the clinic refund the overpayment.I have retained all documentation and I am uploading it here.I have also filed a complaint with Federation of Chiropractic Licensing Boards of MA Desired Resolution:Refund the $30 overcharge and correct the billing record and remove additional $60 from the bill.

  Business Response

  Date: 06/16/2025

  Dear BBB Representative,
  Thank you for the opportunity to respond to the complaint submitted by ****** ******** regarding her visit to Optimal Chiropractic on April 4, 2025.
  We are committed to providing quality care with integrity and transparency. However, the complaint filed by this patient is both inaccurate and misleading, and omits key information necessary to evaluate the situation objectively.
  Factual Background:
  On April 4, 2025, the patient was clearly informed, both verbally and via email, that certain services specifically CPT code ***** (manual therapy) and "Active release technique" which is a non-billable code were not fully covered by her insurance provider, *****************. She agreed to proceed with the treatment knowing she would be financially responsible for any non-covered services.
  Prior to treatment, the patient:
  Signed legal and HIPAA-compliant financial responsibility forms, authorizing us to store and charge her credit card for unpaid balances.
  Confirmed via email that she understood and accepted responsibility for any uncovered or denied charges.
  Following insurance processing, United Healthcares Explanation of Benefits (EOB) showed that the $60 charge for CPT ***** was not reimbursed fully, as previously disclosed to the patient. Accordingly, the patients credit card was charged $65, which included a $35 co-pay and the $30 uncovered service charge.
  Inappropriate Behavior and False Claims:
  Since receiving her EOB, the patient has unfortunately:
  Refused to pay for previously agreed-upon charges, Submitted false and misleading claims to regulatory bodies, including the Massachusetts Board of Chiropractic, Used third-party AI tools such as ChatGPT to interpret her insurance coverage and formulate arguments while disregarding our staffs billing expertise and official insurance documentation, Engaged in a pattern of disrespectful and harassing behavior, including aggressive emails and confrontational interactions with front desk staff.

  
  Due to the repeated harassment and disruptive conduct, the patients email account was blocked from our system. She was also notified in writing that all future communications must be submitted by standard U.S. mail. As of this date, we have not received any written correspondence.

  
  As a result of her ongoing conduct, we have made the decision to formally discharge her from the practice, and she is prohibited from scheduling any future appointments at Optimal Chiropractic.
  

  Final Position:
  We maintain that:
  All charges were accurate, transparent, and pre-authorized.
  The billing reflected the patients signed agreement and the outcome of her insurance coverage.
  No overcharge or fraud occurred.
  We believe the BBB complaint is without merit and is part of a pattern of retaliation stemming from the patients refusal to honor her agreement. We respectfully request that this case be closed with no action against our office.
  All supporting documentation including signed consent forms, email correspondence, EOBs, and payment receipts are available upon request.
  Sincerely,

  Optimal Chiropractic and Wellness