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:10/03/2023

  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.

  On September 19 I went to the office to have ear wax removed. I was informed while there that I had to have a full yearly checkup at that appointment. The appointment consisted of a nurse taking my vitals and nothing more. I was then told to fast and come back for a blood test. On September 21 several vials of blood were drawn. On September 26 I received a text from ********* saying my prescription was ready. I have never been on any medications. After calling the office multiple times I was able to reach a nurse. She informed me that I have high cholesterol and have to take this medicine. When I asked her about my diet and exercise she was clueless and did not provide any information other than to say I could ****** what to do. I was not given any lab results or further information. I requested that my lab work be uploaded to my patient portal. I was very upset about this lack of information so I tried to call and reach someone who knew more.After speaking with a call center in India several times I finally got a call back from a doctor. She told me that my cholesterol is slightly elevated and and if I prefer I can make changes rather than take the medication. I asked her for more details but she again told me to refer to ****** for additional information on how to eat to lower cholesterol. I once again requested that my information be uploaded to my patient portal. I called back again on October 3rd and was routed to the call center in India. When I finally got in touch with someone at the doctor's office she said that she had already pushed the upload button onto the patient portal so my records should be there. Still no records. I asked if my information can be mailed to me. I was informed that I have to come into the office and I will have to pay for all of my own medical history. I would like the doctor to void this visit and labs other than my ear treatment. I am going to be finding a doctor I can trust.

  Business Response

  Date: 10/18/2023

  This patient was seen in our office for an annual wellness exam and ear wash on 9/19/23.  She was seen and EXAMINED by a NURSE PRACTITIONER.  Labs were ordered and her over the counter medications were updated on her chart.  She had the lab work completed and the provider reviewed the results and sent a message to the medical assistant to notify patient of elevated cholesterol and to start new medication and continue current over the counter medications. On 9/25/23 a message was left for the patient to call back to discuss lab results.  On  9/26/23 there is message documenting that the Nurse Practitioner had discussed the results with the patient and it was agreed that the patient would hold on new medication at this time per the patient's choice (see attached image).  The nurse practitioner had already sent the med to ********* based on the patient's lab results, resulting in ********* notifying of her the prescription.  In reference to googling diet modifications, this is not uncommon as it is a way for the patient to have continued access to different diet modifications that can be made to help with reducing cholesterol.  There is documentation showing that all lab results were shared to the patient portal on 10/3/23 (see attached image). I am unable to know if there was a technical error occurring or not the EHR end, but this action was taken as stated by our office.  In reference to the call center in India, we have recently hired a call center to help us with addressing the number of calls received among our 7 locations, this is not uncommon for large practices to hire additional help for answering calls from patients.  In reference of mailing the patient her records, mailing records directly to a patient is done through the medical records (Reliable Scanning) and comes at a cost to a patient. If the patient requests to not be charged for the records, the best approach is for the patient to establish care with another provider and then sign a record release and her records will be sent FREE of charge to new provider-- this is common legal practice for managing patient records.  

  No refund for this visit will be provided as there was nothing done wrong on our end. There was no copay collected at time of visit.  The patient has insurance and insurance was billed per protocol and documentation.  If that patient was unhappy with the care provided, they are able to see a different provider, however there was no malpratice to justify refund for visit.

  Customer Answer

  Date: 11/01/2023

  I have still not received any results from the doctor's office.  I was not given a full examination, but merely had my vitals taken at the exam.  I am left hanging in the dark with no information about my own health, but have received a bill.  I do not have any guidance from the office or information sheets.  When my husband visited his doctor he was given a print out and emailed a PDF with all results.  When I have visited other doctors in the past I was also provided with my results as soon as they were available.  I have never seen such a lack of professionalism in a medical office as I have experienced with ****** **********.

• Initial Complaint

  Date:07/06/2023

  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.

  Location of service: **** ********* **** ********** ** ***** 
  Every time I dial the phone number (###-###-####) to the Bridgeton office where I was seen they give me a different phone number to call (###-###-####). It is located in Baltimore, MD and they tell me that it is a bill payment system and they don't have my Medicare/Medicaid information. I refused to give this information to him. It may be legitimate, it seems unclear. ***** ********* answers the phone and I asked to speak to his supervisor, **** ****. When I ask to speak to someone in management they are not available. So they keep sending me a bill since May 2023 and I have been talking to someone since May 2023. ***** tells me to go ahead and pay the bill. I am not going to Medicare/Medicaid for you, I told them this is your job. I called today to the first phone number to talk to someone. I spoke with Jen, the head nurse, and she said I need to speak to someone named ****** (###-###-####), billing person. I never spoke to ****** in my life, I get a recording to call another number. Jen gives me another phone number to talk to someone else.
  
  I believe they are trying to get my Medicare/Medicaid information and why are they billing me. I gave them my UnitedHealthcare card and medical card and this is how it has been forever. I'm suspecting they are trying to get me to do their job.
  
  I would like for them to go to the medical insurance companies for payment that I provided to them at the time of service.

  Business Response

  Date: 07/18/2023

  The *** number referenced by the complainant is a valid 3rd party billing company that is used by our medical office.  This patient's primary insurance was billed appropriately, it generated a balance that was the patient's responsibility.  However, this patient has a secondary insurance, the billing company wanted to confirm the patient's Medicaid ID before submitting the balance to her secondary insurance. She called our office on 7/6/23 at 10:42 am requesting a call back from ****** about her billing concerns.  On 7/7/23 at 2:01 pm ****** spoke with the patient, her insurance information was confirmed and the patient balance was transferred to her secondary insurance. This situation has been resolved between our office and the patient.

  Customer Answer

  Date: 07/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I just want them to send me a paid bill and that this situation has been resolved.  Also, I would like a new bill showing a zero balance, and to make sure no of this went to the credit bureau. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** ******