Business Profile

Clinic

Southwest Medical Associates, Inc.

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Complaints

This profile includes complaints for Southwest Medical Associates, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:05/14/2025
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.
My doctor was deployed which I understand. I was scheduled a new doctor and I was billed out of network. I was never informed that the doctor I would be seeing was not in my network. This is not how to professionally conduct business, you should inform patients, they did not waive this fee, I was never informed. I had an appointment with my in network doctor, my appointment was cancelled, a new appointment was scheduled that was not in my network over the phone. These people don't know how to do their jobs. A simple check on their end would have saved me $92. I will take my business elsewhere if they can't make it right. A list of in network doctors should have been provided to me. Telling me to reschedule, then having me call and pick a date and time over the phone. How am I supposed to verify over the phone? This is unreasonable?
Customer Answer
Date: 05/19/2025
Signed Release form
Business Response
Date: 06/02/2025
I have already contacted Mr ******** and in the process of resolving this concern. Thank you

Arvin
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
UnresolvedMore 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 October 18, 2024, **** **** had lab work performed at Quest Diagnostics per an order from Dr. ******* *******. We clearly informed them that the test was part of a routine annual preventive exam.Despite this, Quest Diagnostics billed us $85.69 for the test using a diagnostic code, which caused UMR to deny full coverage. We have made numerous attempts to resolve this issue, including eight or more phone calls totaling over *************************************************************************** addition, we registered for online patient portals (initially Optum, then MyChart) and sent direct messages to the doctor, receiving repeated assurances that the billing codes would be correctedyet no action was taken.Below is a detailed account of our interaction with Southwest Medical and Quest Diagnostics on December 27, 2024. This is just one example of the many efforts weve made to address this billing error. This single interaction alone took more than two hours of our time. On December 27, 2024, after a long hold and multiple transfers, the billing department transferred us to the **************. The staff member we spoke with was polite and told us that two medical billing codes had been submitted to Quest Diagnostics for the lab order:Z79899 and Z789. She admitted she was uncertain why both codes had been submitted but explained that the office visit for the annual check-up had been billed using only the preventive code, and that insurance had covered that claim in full. She said she would ask the front desk to contact Quest Diagnostics the following week and request that the preventive code be used for resubmitting the claim. We called back several days later. During this call, we overheard the staff member speaking directly with someone at Quest Diagnostics, She informed us that ***** had agreed to use the preventive code and would resubmit the claim to our insurance. However, Quest Diagnostics continued to send us the same bill.
Customer Answer
Date: 05/23/2025
I haven't received any response from Southwest Medical Associates regarding my complaint two weeks after the complaint was filed.
Business Response
Date: 06/06/2025
Mr *****,
I have received the response from the clinic below.
Appt on 10/18/24 was with Dr. ***** and the appointment were scheduled as a New Commercial Visit. Labs are ordered based on patients condition and at times may be required outside of an annual wellness visit. Dr ***** has discussed each labs prior to ordering with every patient. Each lab has the diagnosis code of Z78.9 (Participant in health and wellness plan)and Z79.899( Medication Review). The amount billed is the patient responsibility and something that Southwest Medical may not have any control.Our apologies for the inconvenience.
Optum Patient Experience

Customer Answer
Date: 06/06/2025

Complaint: 23313257

I must respectfully reject the explanation provided. Your response states that each lab has the diagnosis code of Z78.9 (Participant in health and wellness plan) and Z79.899 (Medication Review). While these are indeed the correct codes, the order in which they are submitted is critical for insurance coverage. Quest Diagnostics informed us that the codes were received as Z79.899 first, followed by Z78.9, which resulted in the claim being disqualified from full coverage by our insurance provider. To meet the wellness coverage criteria, the codes must be submitted in the correct order: Z78.9 first, then Z79.899. Could you please resubmit the claim to Quest with the diagnosis codes in the correct order:
Primary Z78.9
Secondary Z79.899
We would greatly appreciate your prompt attention to this matter. Thank you again for your time and assistance.
Initial Complaint
Date:04/02/2025
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.
I have been trying to get my daughter on the correct ADHD medication. After an initial visit to determine, if my daughter has ADHD or something else which is affecting everything in the family. I was asked "what drugs do you want to put your kid in?". I had no idea any of them or what they do or what would work well for her. So after getting no insight, my husband and I researched the heck out of ADHD meds. After determining she does have **** and is a high functioning we decided to ask for ********. After sending the script we didn't know the generic names for meds so she has been now on ******* for the last week without anything working. Upon contacting southwest medical and informing them of the error and trying to resolve it, I've been doing the work trying to get a call back. I spoke with someone on 3/31 who said I would get a call back on 4/1 and 9am. It's now 4/1 at 9pm and I called at 12pm and my daughter is still on the wrong meds that aren't working... I'm so frustrated at this point I'm writing reviews and trying to find answers before I switch doctors so I don't have to wait again.
Business Response
Date: 04/16/2025
Hello, my name is ***** from Optum Patient Experience. I sincerely apologize for your experience and please do not hesitate to contact me at your convenience if I can be of any assistance. You can reach me at ************. Thank you
Arvin
Customer Answer
Date: 04/25/2025
Went back to try and get medicine that will work for my daughter. My first appt was rescheduled from the 15 which they said the doctors had an emergency so to the 22nd at 4pm. Showed for my appt at 345. Went to the room at 430. At 515 still waiting. Finally had to track someone down to assist. Then finally tracked down a supervisor who ignored us while she was on her cell phone. After passing one of the two doctors, who had an Emergency, in the hall, things seemed off. as the supervisors told us all the doctors left. Then another supervisor came in and told us we have to reschedule again and now to another doctor that this doctor is worth your wait and tell him your frustrations. . We dont want a male doctor. After what seemed like an interrogation by the supervisors They then told us theyre basically we were being dropped. So still havent seen a doctor still havent got my kids medicine. Have to wait another week for another appt. And being treated like c*** along the way. We feel without notice this patient abandonment They should told us when they rescheduled they wanted to drop us from their services. We are now more mad and want to further escalate this to someone who cares. On top of that after not seeing any doctor on the 22nd after waiting 2 hours. We got sent someone elses referral to a dermatologist. Total unprofessional business at this point.
Customer Answer
Date: 04/28/2025

Complaint: 23148762

I am rejecting this response because: Went back to try and get medicine that will work for my daughter. My first appt was rescheduled from the 15 which they said the doctors had an emergency so to the 22nd at 4pm. Showed for my appt at 345. Went to the room at 430. At 515 still waiting. Finally had to track someone down to assist. Then finally tracked down a supervisor who ignored us while she was on her cell phone. After passing one of the two doctors, who had an Emergency, in the hall, things seemed off. as the supervisors told us all the doctors left. Then another supervisor came in and told us we have to reschedule again and now to another doctor that this doctor is worth your wait and tell him your frustrations. . We dont want a male doctor. After what seemed like an interrogation by the supervisors They then told us theyre basically we were being dropped. So still havent seen a doctor still havent got my kids medicine. Have to wait another week for another appt. And being treated like c*** along the way. We feel without notice this patient abandonment They should told us when they rescheduled they wanted to drop us from their services. We are now more mad and want to further escalate this to someone who cares. On top of that after not seeing any doctor on the 22nd after waiting 2 hours. We got sent someone elses referral to a dermatologist. Total unprofessional business at this point.

Sincerely,

******* **********
Business Response
Date: 04/29/2025
My apologies for the inconvenience, I will forward your concern directly to our clinical team. Please do not hesitate to reach out if I can be of any help. Thank you

***** ***********
Initial Complaint
Date:01/31/2025
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.
On 12/12/23 I went in for my ANNUAL WELLNESS EXAM which per my policy with *** is covered at 100%. The doctors office has incorrectly coded the visit and I have received an invoice. I have called the Southwest Medical billing office on numerous occasions and have been told it is the actual ************** Office that has to correct/change the coding. On 12/10/24 I physically went into the office and met with the Billing Mgr ********* who said she would look into it. No response. I went into the office 1/24/25 and no one available. I was told I need to speak with ***** *****. I left my information and requested a call. No call. 1/29/25 called and was told a message would go to the billing office and still no response. Because of the incorrect coding, the blood panel requested as part of my ANNUAL WELLNESS EXAM, ********** is billing me for my blood panel. Southwest Medical has ignored my requests to have this re-coded. They do not return my phone calls. They have also sent my account to a collection agency. I am waiting for ********** to send my blood panel charges to collections. The blood panel charges are directly related to how the ANNUAL WELLNESS EXAM was incorrectly coded. I have attached a copy of my 2023 Explanation of Benefits for my ANNUAL WELLNESS EXAM that shows a balance of $118.57 is due and also a copy of my 2024 ANNUAL WELLNESS EXAM Explanation of Benefits that shows it was coded correctly and I do not owe anything for my ANNUAL WELLNESS EXAM. Also attached is the actual bill from Southwest Medical. I have spent countless hours trying to get Southwest Medical to correct this and all they do is ignore me. I am wondering it is a SCAM to purposely mis-code office visits because they can collect more money from a patient compared to what they can collect from the insurance company.
Customer Answer
Date: 01/31/2025
I have uploaded the signed HIPAA Release form.
Business Response
Date: 01/31/2025
Ms *****, good morning. My name is ***** from Optum Patient Experience. I am in receipt of your concern and my sincerest apologies for the inconvenience and will try to contact the clinic on your behalf. I will provide an update as soon as they respond back to me. Please do not hesitate to contact me if if needed. Thank you

Arvin
Patient Experience ************
Customer Answer
Date: 02/05/2025
Please inform Southwest Medical that due to the incorrect coding for my ANNUAL WELLNESS EXAM, Quest Diagnostic used the billing codes from Southwest to INCORRECTLY code my blood panel which was requested as part of my ANNUAL WELLNESS EXAM. I need for them to send corrected billing information to Quest Diagnostics to correct that incorrect billing.
Customer Answer
Date: 02/05/2025

Complaint: 22879783

I am rejecting this response because: Please inform Southwest Medical that due to the incorrect coding for my ANNUAL WELLNESS EXAM, Quest Diagnostic used the billing codes from Southwest to INCORRECTLY code my blood panel which was requested as part of my ANNUAL WELLNESS EXAM. I need for them to send corrected billing information to Quest Diagnostics to correct that incorrect billing.

Sincerely,

****** *****
Business Response
Date: 02/05/2025
Ms *****, I appreciate your time today and as I have mentioned, Southwest Medical has agreed to waive your bill in its entirety. Thank you for trusting us with your healthcare needs. Please do not hesitate to reach out if I can be of any assistance.

***** ************

Customer Answer
Date: 02/24/2025
As you can see in my attachment, and you will see in the history of this complaint, Southwest Medical stated they would waive the $118.57 bill in its' entirety. However, they did not do that. They have sent this to a collection agency. This is this is just another example of the constant run-around they have done for the past year and 2 months !!!! I have called *****, but he was not available. I have asked for him to return my call.
Business Response
Date: 03/10/2025
This has been resolved and I have been in contact with MS ***** directly. Thank you

*****
Initial Complaint
Date:12/16/2024
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.
On December 2, 2024, I paid a medical bill by mail (They DID NOT accept online payments) using my **** card from my *************** account. Today, December 14, I received the payment RETURNED with an "RTS-Not deliverable-Unable to foward" label! I attempted to contact business BEFORE I sent this payment but have FAILED to get a CLEAR response and reply! I am now relying on a complaint so that the funds are not lost and I do not get another "Unpaid or late" notification as it is IMMPOSIBLE to get ANYONE on the phone to resolve this matter!
Business Response
Date: 12/30/2024
Our team has reached out to Mr *********** and resolved this concern. Thank you
Initial Complaint
Date:12/02/2024
Type:Billing Issues
Status:
ResolvedMore 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 initially paid $187 for my visit. Upon checking out, the front desk receptionist stated the visit only cost $46. She proceeded to refund my $187 and only charged $46. I received a bill after my visit and months later asking for $131.01. I have called them multiple times and emailed three times regarding my dispute. Receipts attached show evidence of the said transaction. I sent my second appeal regarding the No Surprises Act and emailed them asking for an update. Despite this regulation, Southwest Medical contradicts the protections guaranteed under the act. I am immediate resolution and assurance that this situation will be rectified promptly.
Business Response
Date: 12/02/2024
Ms. *******,
My name is ***** from Optum Patient Experience, my apologies for the inconvenience. I have reached out to my colleague at the ************ and this definitely was an error by our staff and you were quoted incorrectly. The accurate bill was for $177 and since you have paid $46, the balance remains at $131. My sincerest apologies again for the inconvenience. Please do not hesitate to reach out if I can be of any help.
***** ************
Optum Patient Experience
Customer Answer
Date: 12/17/2024
Hello,
I apologize I was out of town. Thank you for helping me in this matter. I was finally able to receive a message and number to contact.
Unfortunately, not resolved but I appreciate your assistance.
Thank you
Business Response
Date: 12/18/2024
Ms ******,

Good morning, there was an error in billing during check in and you should have been quoted the right amount of $177 instead of the lower amount of $46 which resulted in a balance of $131. Our apologies that this has occurred, and rest assured we have discussed this with our front desk team and hopefully does not happen again. Thank you.

*****/Optum Patient Experience.
Customer Answer
Date: 12/30/2024

Complaint: 22628090

I am rejecting this response because: this service was paid at the time service was rendered. I am not responsible for your employee's and company's mistake.

Sincerely,

**** *******
Business Response
Date: 01/06/2025
Hi Ms ******* my apologies again for the inconvenience. The clinic has agreed to perform a one time courtesy waive. Thank you for letting us know about your concern. Please do not hesitate to reach out if we can be of any help, our contact info is below. Thank you again for trusting Southwest Medical for your health care needs.

*****/Patient Experience
************
Customer Answer
Date: 01/06/2025

Complaint: 22628090

I am rejecting this response because:

Sincerely,

**** *******
Customer Answer
Date: 01/06/2025
I apologize, I meant to state I reject because I was sent to collections and I want to ensure my balance is removed from collection.

Unless their messages of one time waive included removing me from collections. If so then I accept, the response.

Thank you,

Business Response
Date: 01/06/2025
Ms ****, yes this will be removed from collections too. Please let me know if I can be of any help. Thank you

*****/Patient Experience.
************
Customer Answer
Date: 01/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:11/25/2024
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.
On Jan 18 2024, I went to a check-up appointment with my cardiologist. I did not receive a bill or statement from Southwest Medical Associates(SMA) for 7 months. According to the billing ***** themselves, they stopped sending out bills during this time period from Feb thru July, resuming in August.I received this cardio bill in late August for $73.98. I did not understand the bill, and called on Sept. 9 to find out what the charges were for and why I got it 7 months late? SMA stated that "I had not paid my co-pay" on this visit, plus an additional charge for 'routine ecg'. I stated that I am always charged my co-pay, and I always pay it at check-in. I complained that now I need to go back to January to find 'proof' I paid, and since it was now Sept that this would take time.During this call on Sept 9, I also made a payment to SMA for a different doctor/visit of $172.After going thru credit card statements, bank statements, and misc. paper receipts, I cannot find proof I paid this co-pay. This is easily resolved in Feb if *** had sent timely stmt. But without proof, it seems now I am forced to ****** I called Nov 20 to make my payment and was surprised to find out SMA had sent my bill to collections. They provided me NO notice of this action, NO warning, nothing. I talked with a 'supervisor' who stated she would not pull it back from collections because they(SMA) had not made a mistake; that the amount was due on receipt and they had not heard from me. I pointed out that 7 months delay was their mistake, and I had contacted them Sept 9 and complained about this bill, and had made payments on other unrelated bills. She then checked and validated my 9/9 call, complaint, and payment, but again asserted they made no mistake. SMA billing made multiple mistakes here, so I find her statement blatantly false and outrageous.I request this $73.98 bill be recalled from collections, back to SMA to avoid fees, credit rating issues...make it right! Thanks
Business Response
Date: 11/26/2024
Mr *****, my apologies for the inconvenience. I have reached out to our *************** and I was advised that you have to make arrangements with the 4Plus for the payment of the outstanding balance since they are unable to pull this form collections. They mentioned that they have sent 3 notices on multiple dates ( 8/9/2024, 09/09/2024 and 10/9/2024) for you to resolve the balance. Thank you and again my sincerest apologies.

*****
Initial Complaint
Date:09/03/2024
Type:Product Issues
Status:
ResolvedMore 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 had a medical Procedure with Southwest Medical Associates at their surgical surgery and was told that my payment would be a certain amount which we paid in full on the day of the procedure May ***** it was for an Egd/Colonoscopy. When I received my *** from the insurance company I overpaid by a significant amount. They now owe Me $1147.00 in overpayment. I / my wife ****** ******* have been in touch with Southwest Medical Associates billing office regarding the overpayment which they agree they owe me but they will not send me the refund check. I started requesting my refund on June 11th and have been in constant contact with them since. My initial contact was with ******* who said it would take 10 business days for the refund. Then they changed it to 3 weeks and now its almost 3 months
Business Response
Date: 09/03/2024
****/******, thank you both for your time today and my sincerest apologies for the inconvenience and I will personally look into this and will follow up as soon as possible. My contact information is below. Thank you again.

***** ********/Optum Patient Experience
************ (Direct Line)
Customer Answer
Date: 09/04/2024

Complaint: 22234804

I am rejecting this response because: problem is not resolved yet. In BBB response Southwest *** states he is looking into it, on the phone Southwest ***resentative for BBB complaints said refund request was forwarded to accounts receivable desk on June ********************************************** 2 to 3 weeks. We do hope this happens, but have been promised 10 business days and 2 to 3 weeks multiple times by Southwest billing associates with no action that we have seen, or as per Southwest BBB *** the request has been sitting on accounts receivable desk since June 11.We would be happy to close out complaint when/if check arrives.

Sincerely,

**** *******
Business Response
Date: 09/05/2024
****/******, good morning. My apologies again for the inconvenience and rest assured the refund is being processed. Thank you
Customer Answer
Date: 09/06/2024

Complaint: 22234804

I am rejecting this response because I am waiting for check to arrive before closing complaint. As stated in last response I will gladly respond as satisfied once check arrives, we have heard same promise before so wish to wait for refund to arrive. I can wait if needed or if Southwest needs complaint closed out sooner I suggest put a rush on the refund.

Sincerely,

**** *******
Business Response
Date: 09/19/2024
****/******, my apologies again for the inconvenience. I was told the check has been issued and please keep an eye on your mailbox. Thank you

*****
Customer Answer
Date: 09/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did mail the refund as promised.

Sincerely,

**** *******
Initial Complaint
Date:08/13/2024
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.
On 8/12/24 I went in for a ** scan ordered by my PCP *****************************, via Paratransit to the 888 S. Rancho location. The literal moment I stepped off transport 2 African American male security guards blocked the automatic sliding doors, 1 began harassing me to leave my stick outside, I informed him this is not trash I am legally blind its my walking cane, Im here for a ** scan. Once he moved, the check in desk was also dismissive of my arrival, as I do not carry cards although I have pictures of my ID/Ins, because I have autism I easily lose or drop important things. The clerk threatened I would not be seen without physical copies twice; and this has never happened at any medical appointment, Ive been with SWM for over 15 years. He finally checked me in as if it were a hassle, radiology called me and the ** scan took less than 5 minutes; however my appointment time was 10:30 but I scheduled my return paratransit for 11:30am and it was only 9:45am after the ** so I went for a walk outside and returned to SWM at 10:50am for water and the restroom, where another security guard asked me to check in or leave the facility, I responded Im waiting for my paratransit; the downstairs restroom closed so I went upstairs. Upon leaving the restroom 2 new security guards told me to have a seat, so I stood in a secluded wait-area, **************************************************************** urgent care (with the sick people), instead I walked outside and waited by a bench. It was 11:31 and my transport was scheduled (11:29-11:59). FOUR POLICE Trucks drive into the parking lot aimed at my ********************** police officer begins to ask me my name and says someone contacted them because I refused to leave the property and attempted to re-enter the building. I wanted nothing to do with whatever drama the security guards were up to, because I never refused instruction or tried going back in. All 6 black male security guards lied, my transport arrived and gave the officer my name.
Business Response
Date: 08/14/2024
***************, I sincerely apologized for your experience. I have tried to contact you on the number provided and was unable to get a hold of you. Please feel free to call me at your convenience, ************. Hoping to hear from you.
Initial Complaint
Date:01/03/2024
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.
I contacted ******** who told me to contact Southwest Medical Associates there was nothing they could do. That their client had to contact them. I contacted the ****************** of Southwest Medical Associates and was told by the ************ that there's nothing they can do since ******** didn't pay. I continue to get the run around from the ****************** of Southwest Medical Associates and ********. My insurance companies have reassured me that I had coverage at that time and should not have been billed. I have been dealing with this since October ********************** collections and I have yet to get this issue resolved. After my 2nd call, I spoke to Supervisor ***** of Southwest Medical Associates and informed her about being sent to collections in error and that I have had coverage with Medicare & ******** during the *** that I was billed and sent to collections. I explained everything that was told to me during the 3-hour conversation with a rep from the ***************'s ******** office. She also didn't understand why ******** was not billed and why I was sent to collections. Per ***** of Southwest Medical Associates on 10/18/2023 at 10a ******** did not pay for the following *** & Claim No: ** 11/19/2021 ************* $22.65 **** I owed and paid this claim since my ******** coverage did NOT start until the following month (December 2021) ** 12/4/2021 ************* $22.65 ** 6/30/2022 ************* $26.31 ** 9/13/2022 ************* $22.37 ** 01/3/2023 ************* $99.59 (Endocrinologist) On my 1st call to the ************ of Southwest Medical Associates, I spoke with *** (male) rep who disconnected the call after I repeatedly asked to be placed on hold to speak with a supervisor. 2nd call spoke with Supervisor *****. 3rd call left a complaint/message with CSR for management of the ****************** which they still have not gotten back with me. When I call everyone is either busy, out of the office, in a meeting, or on the phone.
Customer Answer
Date: 01/03/2024
As requested attached is the ***** form signed and dated
Business Response
Date: 01/03/2024
********************, good afternoon and my apologies for the inconvenience. Please contact Patient Experience at ************ at your convenience and more than happy to assist you further. Thank you

*****/Patient Experience

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Southwest Medical Associates, Inc. is NOT a BBB Accredited Business.