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:09/23/2025

  Type:Product 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.

  I was seen by Dr. **** on June 24, 2025. I paid out of pocket $96.77. I had met my deductible and only should have paid 10% (9.68). My insurance issued them a check on July 8, 2025 in the amount of $87.09. Therefore, I should have received a refund for $87.09. I called in July when I received my *** from my insurance company and was told that central office processed my refund on July, 22, 2025. When I didn't receive a check a month later, I called. I was then told that a check was mailed out on August 26, 2025. When I still did not receive my refund another month later. I spoke with yet another person, ****** ***** (the district manager) on September 18, 2025. She told me that she spoke with the billing department manager, ***** ******* (sp?) and the check would be overnighted to me. It is now September 23rd and I still do not have my refund. I feel like I am getting the runaround. This makes me wonder how many other patients that get their EOBs electronically are not aware and could be overpaying. This is outrageous that a doctors office would steal from their patients.

  Business Response

  Date: 10/05/2025

  The patient was seen in our office and paid the full amount due at the time of service. Following the visit, the patients insurance company processed the claim and issued payment, which resulted in a refund being owed to the patient.
  Please note that insurance payments and refunds are handled by our centralized insurance department, not at the office level. Typically, patient refunds are processed within 68 weeks after the insurance payment is received.
  In this case, a system glitch prevented the refund check from being generated as expected. We sincerely apologize for this delay and inconvenience. I am currently working directly with the head of our insurance department to ensure that the refund check is issued and sent overnight to the patient.
  If, for any reason, this cannot be completed promptly through our insurance department, we are also exploring whether the refund can be processed at the office level to expedite the resolution and ensure the patient receives the funds owed as quickly as possible.

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23921704
  
  I am rejecting this response because:
  Ive been told many different things. Its been well over 10 weeks. I have yet to receive the check overnight. I have been told that I will get the refund to my credit card but again that was last week and still nothing. This is the first time Im hearing about a glitch after multiple calls with multiple points of contact. No one has given me a straight answer or my money. I went to the provider directly several weeks ago. If it was an option to refund my credit card they should have done it then. Im beyond frustrated at this point. I dont hear anything unless I keep calling to find out the status. My insurance company sent them their check on July 8th. Is this how they treat patients and keep their money hoping they dont realize that they overpaid. 
  Sincerely,
  
  ******** *********