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:02/24/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 would like to file a complaint against Dr ********************** *** and her billing office for fraudulent medical advice and billing procedures. In October 2022, I visited ********* to get a second opinion for severe migraines I suffered from. ********* reviewed my case and prior procedures and advised me that she wanted to have a second *** scan done because she wanted to double check if anything was missed by the previous doctor and scan. I told her prior to me getting the *** Scan that one was done earlier in 2022 by a prior doctor and my insurance may not pay for this fully and if they do, I would have a high deductible that I would need to pay. She advised me that the procedure was a medical necessity and the cost will be covered fully with no out of pocket cost to me including any deductible. I also explained that I was a college student with very minimal financial ability to pay any balances especially since I was paying for doctor visits and procedures from a prior doctor. ********* said her front office staff contacted my insurance and they were advised that the procedure would be considered a medical necessity and there would be no bill or deductible to pay. I then relented since the migraines I suffered from caused me to miss work many days. The procedure was done in October. Shortly after I received a bill for over $900 dollars and when I called the office I was assured that it was an error and they would re submit the bill to my insurance with a specific code that was missed. I then received a second bill in December and when I called the office the same front office person who claimed the procedure would be covered with no deductible advised me to call billing and make a payment arrangement or call the insurance company myself and provide a billing code which she gave me. I decided to call my insurance in December and was advised that the bill was covered but I was still responsible for the deductible. I called the office again and spoke to the same front office person. She apologized and said there was nothing she could do anymore because she does not understand why I received a bill for a deductible. She gave me the medical billing code and advised me to call my insurance myself. This proved to be useless because the code was already on file and had no affect on my deductible. They also added that the bill was only submitted once not twice like the front office person told me. I later learned that the bill needed to be submitted at least three times by appeal for it to be paid with no deductible by *********, but this was not done. The front office person again advised me to call the billing area and make payment arrangements. I then decided to pay because I trusted the doctor in her efforts to treat my debilitating migraines and wanted to simply move past this bill since there would be no way to avoid the deductible being paid but when I called in January, I was advised that their billing office had pre set arrangements that could not be customized to the patients income. I was initially advised by the front office person to simply state I can pay only $5 a month but I decided to pay $10 to $ 15. When I called the billing area , the representative declined my payment terms and made no effort to assist me with a pay scaled amount according to my income neither did she offer financial assistance. She said simply that she will not take my payments less than 20 percent down and $57 a month thereafter. By this time my balance was removed from the office online portal and I was not able to pay anything. I then asked my mother to pay monthly if possible and she agreed to pay $40 per month. When she and I called the billing office together in early February, the same person who declined my payment advised us that the bill was now in collections and no payment arrangement could be made. She stated the entire balance of over $900 was due because I took too long to pay. My mother offered to pay $40 and the representative refused. My mother requested to speak to a supervisor or senior person and she was connected to ****** who stated she was in collections . ****** advised us that they cannot accept less than what the office policy is and nothing can be done. The office simply refused payment in any amount less that what the so called policy is. When my mother informed ****** that a complaint will be filed , ****** then advised us to send in tax forms for an application for financial aid and when we did send the forms, the application was denied. I then received an offer via mail to repay with the same astronomical monthly payments and down payment as per *************I am a law student and have minimal income. I do not agree that the procedure was needed but trusted this doctor to provide some sort of help during my time if need but it was abused for profit gaining since the procedure was not needed. Feedback from my insurance stated the earlier procedure was valid for 2 years. My trust in this doctor and the billing office has diminished and I would like to have this office be held accountable for their abuse of my trust in them. I tried to reach the doctor directly via the portal and by phone and she did not return any calls or messages. Instead, I received messages from ************************* who stated the doctor will not address this matter and she will contact me to discuss. I refused her offer and again requested to correspond only with *********, but ******************* refused again and said since I will not speak with her she will refer me to the billing area. I have also received a bill for $6 from a sample. Injection the doctor stated she wanted to try for my headaches around the same time I had the second procedure and before I received the bill for over $900 , and I as advised that since it was a sample there would be no bill but it seems that was also a lie because the sample was submitted to my insurance as well and now I am responsible for the deductible balance of $6.Please review these fraudulent billing and medical practices l. I feel that the remaining balances should be written off by the office since I adamantly advised the doctor that I could not pay any out of pocket deductible and she repeatedly told me that I would not have to. I also would like to understand why the office refused my payment offer and later identified themselves as a collection agency.

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by NYU Langone Neurology Associates regarding complaint ID ********. 
  
  Sincerely,
  
  *************