ComplaintsforSpinal Health Center
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Complaint Details
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Initial Complaint
10/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to this chiropractor because of a $29 promotion they were having for an exam, X-rays, and an adjustment. After the services were performed, I paid the $29 and left. My wife also took advantage of this deal. Well it turns out they also charged both of our insurance hundreds of dollars for the same services we already paid for. Apparently they have been running this promotion for years and I fear are double charging people without their knowledge.Business response
11/30/2021
The patient and his wife came in for a $29 initial visit special that included an exam, X-rays and adjustment on 10-11-2021. He is correct that they both paid $29 and their insurance was also billed. However, his wife communicated to our staff that she thought she might have insurance that would cover her visit, but she wasn’t sure. Our staff agreed to send her visit in, and if covered (a process that can take at least 2 weeks), we would refund the $29 she paid that day. We also agreed we would try sending in her husband's visit to his insurance to see if he might be covered also.
After learning of Mr. ******* complaint, we investigated by calling their respective insurance carriers. We found that Mr. ******* wife was in fact covered for her visit, but he was not. Had the process been allowed to play out, Mr. ******* wife would have had her $29 refunded as soon as we received payment from her insurance. Since Mr. ******* visit was not covered, we would have instead just reverted back to the $29 he paid for his initial visit and the attempt to see if his insurance would have covered the visit would have been voided.
At no point did we ever, or would we ever, ask him to pay more than the $29. We are a small office and our patients are like family to us. We strive to do the very best for each of them, every visit and that includes allowing them to take advantage of their insurance benefits IF that benefits THEM. In every situation, we always revert back to what’s in the best interests of our patients. In this case, we refunded Mr. ****** and his wife the $29 they paid for their initial visit and voided the claims made for their initial visit, in an attempt to show our good faith for Mr. ******* concerns.
In response to Mr. ******* complaint, we have made two changes to our office policy. In the future, if a patient elects to opt out of a $29 promotion, they must sign that they opt-out and would instead prefer to have their visit billed to insurance. The second change we have made to this policy is that a patient will no longer be able to make this decision for their spouse; all patients will have to opt out in writing, in person.
In closing, we hope this adequately settles any question regarding Mr. ******* complaint. We take any negative review or comments extremely seriously. As a small office our livelihood depends on great communication and excellent customer service. Please don’t hesitate to let us know if you have any other questions or concerns.
Sincerely,
*** **** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.