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:03/14/2025

  Type:Service or Repair 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.

  Dr. ********************** insisted I prepay $25 before the appointment on 2/13/25, which I did. I was told if I showed up it would be refunded. I confirmed he was in network with BCBS of MA and that I would only be responsible for any copays BCBS charged. One month later he billed me for $43.71 (despite the fact BCBS of MA said on 3/13/25 I owed $0, since my deductible was fully paid). BCBS of MA called Dr. ********************** on my behalf and told them I owed $0 and to refund the $25. They would not agree on the phone on 2/13/25 to this refund or $0 balance. I need my $25 deposit returned immediately and the $43.71 charge removed from my bill.

  Business Response

  Date: 03/17/2025

  The complaint is dramatically over blown by this patient.  I am a Podiatrist and treated the patient and billed the insurance accordingly.  The payments from insurance are delivered to us in electronic format.  After she called, we checked the electronic posting against the paper explanation of benefits (***) and found that she was correct and the $43 was not supposed to be billed to her.  It was solely due to computer error.  Furthermore, once we recognized the error, we informed her that she did not owe the $43 and apologized for the error.  However, she would not accept that and proceeded to be belligerent to myself and my billing person accusing us of illegally "balance billing her".  

  Yes, we do charge a $25 deposit for new patients as we have had so many no-shows in the past whom we cannot bill for a no-show fee.  The deposit is put towards any copay or balance the patient may have after insurance processing.  We have no way of knowing precisely what the insurance will pay and leave as a patient obligation at the time of service.  If the balance is zero, the patient is promptly refunded.  This patient was refunded the $25 already so I'm not sure what her complaint is regarding the deposit.  

  This all occurred a 24-hour time frame, there were no delays in our response.  The billing person did NOT refuse to correct her balance, she merely said she would check the *** to verify.  This takes a little time in a busy office.  This was the first and only bill she received, we weren't' chasing her for it.  All she had to do was give us a few hours.

  I can show with absolute certainty the electronic posting error which lead to her $43 bill as we took a screenshot.  I can also show the cleared check for $25 which has already been mailed, assuming she cashes it, we have no control over that timing.

  Summary:

  1) the patient was sent a bill in error due to an electronic posting error

  2) We admitted the error and rectified it in less than 24 hours, but she wouldn't take "yes " as an answer, nor would she accept an apology for the error.  She was insistent that we were trying to pull off an illegal billing scheme. Not true.

  3) Her Deposit for $25 was already sent to her last week.

  I have been in business for 32 years in the same community and have a spotless reputation among my patients and my peers. Please do not allow an angry patient, and she was very angry no matter how we tried to appease her, place a **** on my reputation.

   

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23065345
  
  I am rejecting this response because:

  In no way is this complaint over blown. Dr. ********************** is responsible for his admin staff and his electronic processes. This staff is responsible for filing insurance claim and billing an accurate amount. On my bill they billed me using "balance billing" and did not even credit me for the $25 deposit they insisted I pay, not even a month later after the appointment. It was only after I filed the complaint they told me I would receive a refund.  Before the appointment I asked the admin assistant whether they do balance billing and she said, "no, that is illegal." I told her I know it is illegal but many health care agencies do it and it is time consuming to correct the bill afterward. She assured me they would not do it. When I received my balance bill I called her and asked again about her assertion they do not do balance billing, since they are in-network and they did balance billing, as noted on my bill, and she denied saying they didn't do it and argued Dr. ********************** had a right to make money. She refused to correct my bill or give me my $25 back.  This was after a **** representative called her and told her to give my money back. It was only I complained ( a few days later -- more than a month after my appointment) that they agreed to give me my money and I still have not received it. Dr. **********************  is responsible for both his admin **** and the electronic processes he uses. I spent several hours getting reassurance of my money back and then cancelled my next appointment. I know my rights but other patients might not. This billing practice is unethical and it is not appropriate to blame it on a computer.  I am angry I had to spend all of this time on it and even the insurance company called they did not agree to give me my refund, only after I complained did they agree. My appointment was 5 week ago and still no refund received nor have I received a corrected bill. I live 2 minutes away from the office. 
  Sincerely,

  
  ***** ****

  Business Response

  Date: 03/20/2025

  The patient clearly believes she is telling the truth but is completely mischaracterizing the entire situation.  Her accusation of what she calls "Balance billing" is unfounded and clearly poorly understood by her.  We do have the right to bill a patient for any balance left over after the insurance pays their portion of the approved charges IF payment is less than the approved amount.  She is correct that there should have been no balance billed to her and we admitted as much once we had the chance to review the computer posting vs the paper explanation of benefits. Payment advice we receive is an electronic file. Human hands are not involved in posting the payment.  Our computer did not recognize the code ********** used and therefore the amount was transferred to the patient... IN ERROR. We also told her that she was not responsible for the charge and we would correct it in her account but she persisted in berating my staff and myself despite our admission of error.  What more can we do?  As well, check # **** for the $25 deposit was written and mailed on 3/14, the very day she called.  The refund was given before I received the email from BBB so I could not have known about the complaint and it was not a motivating factor.  I did check my account online and it has not cleared as of 3/20.  If she lives only 2 minutes away, she surely has the check and is holding it for whatever her reasons.  

  The bottom line here is that the patient is accusing me /  us of knowingly, illegally billing her when it was nothing more than a computer error WHICH WE CORRECTED.  Her accusations are based on her assumptions that this could only happen with ill intent on our part.  Is a simple accusation proof of guilt?  Who among us hasn't received a bill in error in our life? Should we check each and every calculation our computer makes? If so whats the point of having a computer? Who hasn't had an item ring up incorrectly on the cash register at a grocery store?  Did the merchant intend to defraud me?  No.  And her complaint about wasted time is fully of her own doing.  All she had to do was allow my office a few hours in the middle of a busy day of seeing patients, to look into the matter and rectify it. WHICH WE DID. Apparently 24 hours wasn't fast enough for her.  Instead, she made phone calls to the insurance company and took the time to file complaints with BBB, etc.  None of which was necessary.

  I can prove every word of what I have written with the computer file and the printed explanation of benefits from **********. She however cannot prove our intent.  I would attach a screenshot of her account showing a zero ($0) balance but I suspect she may have me prosecuted for a HIPPA violation.  This actually becoming ridiculous.

  WE ADMITTED THE UNINTENTIONAL COMPUTER ERROR

  WE CORRECTED THE ERROR

  WE REFUNDED HER DEPOSIT

  SHE HAS A $0 BALANCE

  I cannot speak for her motivation in accusing me of engaging in intentional illegal activity but if she persists in these public accusations, she should know that I will have no choice but to file a defamation suit to protect my character and public reputation.

   

  
  

  Business Response

  Date: 03/28/2025

  Oddly, the check for the refund the patient requested was sent 2 weeks ago today and she still has not cashed the check. I assume that if she did not receive it, she would have called my office looking for it by now.  Then again, a reasonable person would also assume that given the level of faux outrage she demonstrated, she would cash the check immediately.  This was an enormously overblown and fabricated complaint, and I request that you do not post it publicly at all.  If it is posted then, she has publicly accused me of an illegal act and that will be grounds for a defamation lawsuit. I have already consulted my attorney.  Public perception that my business, and me personally engage in illegal behavior of any kind can result in a loss of my spotless reputation and loss of business.  Again, if her only complaint is that it took 24 hours for us to process a refund then so be it.  Let the public decide if it was fast enough.  But if she wants to accuse me of an illegal act, then I suggest she retain the services of an attorney. 

  If BBB does edit these complaints and responses, you may want to consider editing her accusation of mal intent on my part or simply not posting at all.  

  I appreciate your understanding.

  Christopher H Peteros, DPM