ComplaintsforManhattan Medical Associates

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The facility stated that it would be a free promotion with a one time payment of $100. They said addition fees will be charged to my health insurance. Then they charged my credit card instead. I addressed this issue with them several times. Each time they would promise to refund me then change their word. I want a refund, that's all I'm asking of them. I didn't get any work done to pay $3,995.

  Business response

  02/19/2024

  Hi,

  ************** met with us and he consistently denied that he signed the contract.  He then admitted that he did sign.  He also misled ** by saying he couldn't come to the treatments.  

  We had a follow-up appointment and ************** did not show up.  We will reach out to him again.

  
  Regards,
  Manhattan Medical Associates

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a 70 YO Diabetic with E.D. **** about a non-invasive treatment called Gainswave that would supposedly be helpful for my condition. On 7/17/23 my ******** went to their **************** Office for what we thought would be an evaluation with their doctor. After the eval went directly to Sales to meet ****. **** informed us that the treatments cost $3995. We informed him we only have ******** and Catastrophic secondary Insurance. He assured us we would only be required to pay $800 & ******** would cover the rest. I signed the Consent Form, He processed $800 charge to our CC & immediately whisked us into a Treatment Rm for the prep. When I questioned starting on the spot I was confronted with "Why not?" We were not given copies of the form or CC Receipt. Got home and verified CC charge of $800. I had 12 treatments & returned to the office 11/7/23 for follow up. I was going to do another series of treatments. This time I got a copy of CC receipt but it was for $3995 with **************** me that ******** would refund most of the money back except $800. Similar to what I paid in July. No Treatment was done that date but I made appointments for the upcoming weeks. Got ********* wife told me that ******** doesn't reimburse us. They pay provider and we are responsible for rest.. Called ***********, told receptionist to cancel all appointments & asked to see **** 11/14/23. Was told he wouldn't be in that day so began trying to reach him by phone 11/15/23. Left messages saying I will not be continuing with any new treatments & wanted refund of $3995 charged to my CC. He emailed their ABN form that neither of us recollect seeing or signing. Suspect that Doc is a Fabrication. Here's the ***** I am sure I am not the only old guy that goes into their office with ******** only. **** knows that ******** doesn't pay for the treatments so why not confront that cost right up front? That is a lousy and underhanded way to do business.

  Business response

  02/05/2024

  Hi,

  ******** used to cover soundwave treatments for ** with code *****.  It stopped doing so in the middle of 2023 which is why ************** was charged.  In ****, ******** revised the protocol to use code 0864T instead. That is what we use now.

  We simply go by what ******** requires and ******** has been difficult with **.

  Regardless, ************** disputed the payment on his credit card.  We sent the documents to his credit card company and we accepted the dispute so ************** was refunded.

  Regards,

  Manhattan Medical Associates

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After watching commercials on TV about this business I decided to try it, since I am a diabetic.I went for a free consultation on Dec.28th 2023, filled some forms, had a quick check up and been told that I need 10 sessions, 1 session a week to get better.The manager said that it will cost $100.00 per month, which to my calculations added up to $250.00.I agreed and gave him my CHASE credit card. After he swaped the card he send me back to the waiting room. While there I checked my Chase app and to my horror saw a charge for $3,995.00.Went right back to the manager to inquire about the charge, and he said it was a mistake and he'll take care of it.The bank gave me a temporary credit, but now the charge is back, because Manhattan Medical Associates sent them a form with my signature on it, a forgery.After the first visit on Dec.28th 2023 I never went back to this place, despite them calling me trying to give me appointments.I just want my money back.Thank you,***************************

  Business response

  01/30/2024

  Hi,

  ************** came to our office and signed up for the treatment.  He signed an agreement with a clearly shown price right in the middle of the page.  He also signed a release.  And he also signed intake paperwork.  As you can see from the attached, it all matches.  It is absolutely ridiculous and insulting that ************** claimed we forged his signature.  

  ************** gave us his credit card and was also given the receipt for the credit card charge.  He was told several times and signed that his particular insurance does not pre-authorize the treatment.

  ************** is coming to our office this week and we look forward to settling the matter with him directly.

   

  Regards,

  Manhattan Medical Associates.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2022 I contacted this organization & clearly stated I had a libido *******, not an ED ******* that they are known for treating. ***y encouraged me to come to meet with a DR. *** DR said that my ******* could be treated the same way as *** as it's all related, & that their success rate was high. *** day of this 1st appointment I was encouraged to start treatment the same day, which I did. Unfortunately 2 rounds of treatment over the next year did nothing for me. I was constantly assured my ******* would be cured and it was not. That's only the 1st *******.*** same day of my initial appointment I was led to talk to a financial person @ the office. He assured me my ******* would be solved and I would need to sign for a loan for the procedure. ***y told me insurance always turns them down the 1st time, but after an appeal I would have an advocate who would get my costs reimbursed. I was told "you are lucky if you make 1 or 2 payments" before the insurance payment comes in. Well to date I have made 17 payments, and my insurance is not paying anything. So I am stuck paying for a procedure for something they don't specialize in (but led to believe they can treat it and it would be covered). Also I was led to believe that someone would be my advocate with insurance. Well, NOT ONCE was I called with an update on my insurance situation. EVERY TIME I had to call someone to find out the status. All the while the finance person would always state "don't worry, we're going to fix you" & "don't worry we'll get insurance to pay for it." Finally about a month ago, I was told that they could not get insurance to pay anything. When I became agitated on the phone, the finance person said "it's not a lot of money per month...can I try to get you another job? VERY INSULTING. At the end of the call, I was told that he would send me $500 over the next 2 weeks. Now a month later and nothing ever came. I feel I was misled not once but 2x by this company and I deserve a full refund.

  Business response

  11/15/2023

  Hi,

  We obviously can not disclose ******************** health records, but **************** came to us and was diagnosed in June, 2022.  That diagnosis was reinforced by an ultrasound scan that was done. That diagnosis was then also reinforced by two re-evaluations that were done by two separate doctors.

  When ******************** condition did not sufficiently improve after the treatment, the doctor authorized another round for which he was not charged.

  **************** was told that his particular type of insurance will not pre-authorize almost anything relating to his condition as they consider it to be more cosmetic than medical.  We did tell  him that we will file for reimbursement on his behalf at the end (this requires dates of service so it is done after treatment).  We have had good success with that in the past.  **************** was told and signed in multiple places that the insurance reimbursement is not guaranteed because of the type of insurance he had and his lack of pre-existing conditions.  Please see attached here an agreement that clearly states that and that **************** signed.  Please also note a signed release that states it.  Finally, also attached is a signed disclaimer that states it very, very clearly as well.

  **************** finished his first round on August 1, 2022.  On August 2, 2022 we filed the claim with his insurance company.  Later, after it was denied, we requested a peer-to-peer review that the insurance company denied as well.  

  We did try our best and did so in accordance with the attached agreements.

  We reached out to **************** and did offer to reimburse him with our portion of the fee (we do not keep all of it, obviously) but he refused.  We would be happy to discuss things directly with him at his convenience.

  Regards,

  Manhattan Medical Associates

   

  Customer response

  11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My complaint had 2 parts.  The first one, regarding how my specific problem that they ineffectively treated, was hardly even addressed.  It is my belief that I was misled into believing my issue was treated by this company and the procedure when I was shown no proof that it does.  The exam I was given to me means nothing, as even healthy individuals may have the same results.  My point is that nothing provided to me that my problem was one that this company actually successfully treats. Even their advertising shows people with ** problems, not libido problems, but they insisted to me my problem could be addressed and fixed.

  The second issue regarding payment, well the same person from the financial department that I had problems with called me less than one hour after my initial complaint was sent to BBB.  He acted like nothing was wrong saying he wanted to send me a payment that was indicated on our last call was to be sent almost a month ago, even though it was obvious to me he was calling because of my complaint.  He was even more unprofessional this call.  First he claimed to know nothing about this complaint of mine.  When I questioned the timing of his call, then he claimed someone sent him a text message about it and he wanted to send me $500, claiming it was out of his personal money, not the company's.  He claimed again it would cause a hardship in his family but he would send it.  I told him I don't want any money that way, with me being made to feel guilt over it.  He then also asked me why I didn't call to remind him to send the payment.  I said really?  That is one component of my complaint, that no one ever corresponded with me regarding my case, I ALWAYS had to be proactive.  Both medically and financially in regards to insurance I NEVER received mail or phone calls regarding anything.  When I said I didn't want the money that way, now he claimed that he might lose his job if I do not accept the money...actually saying....thanks, you're putting me out of work.  This person seems to just say anything to make a person feel guilty for not accepting anything he says or does.  I welcome the chance to speak to anyone but this person regarding my situation.  My contact information is in the file.  Sorry but I want a professional to speak with me, not someone who uses guilt.  Unfortunately it is my belief that this company hopes their procedure works, and if it does not, well at least insurance paid for it.  Well I had neither and could not be more dissatisfied with this.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  12/11/2023

  ****************,

  As per your request, we will have one of the doctors reach out to you directly.

  Regards,

  Manhattan Medical Associates

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Doctor claim not to accept my insurance and for the services provided a loan had to be taken out to finance the treatment, which was done, and during that time he sent a claim to my insurance company first charged of over $600.00 dollars, and to my surprise the insurance paid the claim, after calling him and telling him that he was not going to charge the insurance he made up some story of some other fee, which he never mention. I want my $600.00 back, still paying for the loan as of today and they said it would be interest fee which is also a lie !

  Business response

  09/01/2023

  Hi,

   

  Please see attached Explanations-of-Benefits (EOB's) directly from the insurance company.  The $600 payment was for a neurological test that was done to see if there were any nerve-related complications - this is shown clearly and described on the EOB.  

  As we told the patient, we did submit the insurance claim to ****.  The attached EOB's show that **** rejected the claims (these claims are with the code 0101T - extracorporeal shockwave therapy).  We did appeal the decision and sent evidence for medical necessity.

  As far as the financing, please call the financing company directly. They will confirm that THERE IS NO INTEREST FOR TWO YEARS.  So if it is paid in the first two years after patient started treatment, there is no interest.  If it is not paid by then, they will retroactively apply interest.  Again, this can be confirmed directly with the company.

  We try very hard to maximize results for our patients and seek to get as much insurance reimbursement as we can.  We're sorry that **************** is unsatisfied.  Please have him call out office and we will do our best to improve the outcome.

   

  Regards,

  Manhattan Medical Associates.

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ************ Guarnaccia Specifically told me Personally that Nothing could be charged to our insurance nothing, and we had to get a loan for the treatment and after the full treatment they would process the paperwork for reimbursement, in which we did not even get half, but that is besides the point.  He had no right charging the insurance when the entire treatment, as he stated would be paid through the loan., I personally feel that I should get a reimbursement from him for the $616.00 that he was paid and should not have through my insurance that was Already paid with loan financed by him.

  Sincerely,

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

   

   

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  11/08/2023

  Hi,

  As we explained to ***************** on the phone, the insurance reimbursement of $616 that she is referring to IS NOT FOR THE TREATMENT.  It's for a test that was done.  That is exactly what the insurance explanation she got shows.  It is explained on the insurance letter and it shows the code.  

  As she stated, *** and ***************** were told their insurance will not cover and that there will be an out of pocket expense.  We were completely upfront about that.  SEPARATELY FROM THE INSURANCE, we did a test that the insurance did cover.  

  If **************** paid for that test, he would be reimbursed.  But he did not.  

  ***************** - please check the insurance letter again and you will see that we are 100% right.  ************* payment WAS NOT FOR THE TREATMENT.

  Regards,

  Manhattan Medical Associates

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Manhattan Medica Associates in ***********, **. They said their treatment was perfect for the my symptoms of *** They took me to the business office where an initially friendly man signed me up for a loan, which was not necessary because they assured me my insurance covered this procedure. It turns out it was not for medical payments, because I later found out those can be fought or would not appear on your credit report. The insurance never paid, He said he was still trying but nothing was ever heard from them or my insurance company. The treatment was a hoax and now the finance company, not medical loan like care credit is owed $4000. When I got the finance manager on the phone, he says he is working on it, but insurance says no additional info was provided - he got extremely rude and defensive.

  Business response

  06/20/2023

  Hi,

  We are very sorry to hear that ****************** is unsatisfied.  

  When it comes to ********************** diagnosis, his particular insurance company does not pre-authorize treatment (that goes for all options, essentially - even including cheap generic pills).  That is why we can only apply for reimbursement after the treatment is completed.  ************** companies are very good regarding reimbursement, but for this insurance company reimbursement is still on a case-by-case basis.  

  In the attached agreement signed by ******************, please see that the out-of-pocked expense is clearly shown in large letters in the middle of the page.  ****************** also initialed right under it that insurance reimbursement is not guaranteed.  Further, in the next page ****************** signed an explicit disclaimer that the out-of-pocket portion is being financed by a loan and there is no guarantee that it will be covered.  We ask patients to sign this explicit disclaimer when their insurance company does not pre-authorize precisely so we can avoid any misunderstandings. 

  We are happy to work with ****************** to settle this.  Please have him call our office and request to speak with one of the doctors directly.

  Regards,

  Manhattan Medical Associates

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Manhattan Medical Associates on May 19, 2022 for ED ********** The said I would have to pay upfront in full to begin the course of 10 treatments. They said that once the full course of treatment was completed they would claim reimbursement from my health insurance. To pay for my treatment, they initially put me in a loan for the amount of $3,995.00 that I didn't understand. I told them I didn't need a loan and would pay by credit card. They cancelled the loan and charged my credit card $2,500.00. Once again, they said they would seek reimbursement at the end of my treatments. I completed my treatments on August 30, 2022. Since that time I have been in contact with them multiple times seeking reimbursement. They have not returned any of my calls. I have a diary of my attempts to reach them. Please refer to the 3 attached documents. Thank you!!

  Business response

  04/04/2023

  **************, 

   

  With some insurances, the procedure you had is not pre-authorized.  That's why we have to seek reimbursement at the end.  We did this for you and we recently filed an appeal.  Unfortunately, the process does take some time.  ********************* controls the time-table, not us.

   

  But please call us and we will make sure to resolve this the best we can.  I'm sure we can help further.

   

  Thanks,

  Manhattan Medical Associates

  Customer response

  04/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was not informed that this procedure required pre-authorization. I would like this resolved in a timely manner, and to receive the promised reimbursement.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I will continue to call your office to discuss. If you would please provide a phone and contact person to discuss my reimbursement. I have called multiple times and left messages. No has returned my calls as of today.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  04/11/2023

  **************,

   

  Please call ************** directly at ************.

   

  Regards,

  Manhattan Medical Associates

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 06/30/2022, I went to Manhattan Medical Associates at ************************************************************, to enquire about Erectile Dysfunction treatment. First, I was examined by a doctor who later took me to a financial advisor.While making the appointment, I was asked if I have medical insurance, I said "yes" and I was told to bring the card upon my visit. The financial advisor took my insurance card and made copies while explaining that I have to pay with my credit card for the first treatment, which is $95.00 . I did. He also took my driver's license and social security number. The advisor then gave me about 3 pages about the type of treatment I would receive and how often I should visit while he went to get the doctor to start my treatment. When he came back to me he gave me two more pages with handwritten Xs to sign and signature, saying "that is what I have just read and it's all about your treatment and the money that I paid from my card will be reimbursed when they get paid from the insurance. He also shows me an insurance check for a police officer who is in treatment. We never discuss any personal loans. I did 3 electrical wave treatments which my body could not take. I did not go back and the next thing I know a loan company called up asking for payment on a loan I took out with them..I in turn called MMA to enquire about this, only to be told that I sign for a loan while I was with the financial advisor. During the interview with the Financial Advisor, nothing about the loan was mentioned. Now I am seeking help because my credit is getting ruined. Thanks for your advance help.

  Business response

  02/05/2023

  Dear ************,

   

  Thanks for reaching out to us.  As we discussed on the phone, THERE ARE NO MORE PAYMENTS TO BE MADE.  Your treatment was billed to your insurance company, Aetna, and you should receive a letter from them with a description of the services and their coverage.  The $95 co-payment will be the only charge.  There are no more future charges.

   

  If you have any further questions, please do not hesitate to contact us.

   

  Regards,

  Manhattan Medical Associates

   

  Customer response

  02/06/2023

  Better Business Bureau:
  I have read the response and from the conversation I had,  with 0ne of the representative, things that was suggested that they will be doing did not address.  Such as , there would reimburse me my $95.00 and erase the loan from my name and wipe my name from the credit bureau. Until I get a letter from MMA stating that they have done the above and I can see where my credit is cleared I will not accept there offer. Thanks
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  02/17/2023

  Hi,

   

  Despite the fact that ************ did several treatments, we agreed to cancel everything.  We did so.  He can contact his financing company to confirm.  Sometimes it takes a bit of time to process.  That part is out of our hands.

  The matter should be resolved shortly.

   

  Regards,

  Manhattan Medical Associates

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I visited this office in September 2021. Upon my initial visit they inundated me with an overwhelming amount of paper work to be filled out and signed. They told me it was all standard paperwork and insurance paperwork that needed to be filled out and signed. This office and Dr that treated me is an in network provider under my insurance company and plan and is to be paid through my insurance. First treatment was 9/1/21. I completed all 10 treatments. This office submitted and billed for 7 out of 10 treatments to my insurance company and were paid in full for the amount billed. I started receiving paperwork and billing statement from a company ******* for payments for the treatments. Without my knowledge, Manhattan Medical Associates applied for a loan in my name to finance the treatments that were also submitted and paid for by my insurance company. The loan has now been passed over to ***************** Services. I never consented or agreed to any loans. I need help in resolving this matter. if someone can please contact me asap I would appreciate it

  Business response

  09/27/2022

  Hi,

   

  *** and ********************* visited our office and signed up for the treatment.  The agreement that was signed is attached.  We asked for each patient to initial that the treatment is nonrefundable and that insurance reimbursement is not guaranteed.  As you can see, this was done in this case as well.  The patient took a loan with a third-party financing company which was verified independently with them.  

  ******************** then received the treatment in full (see attached).  Over the next 6 months during treatment and afterwards, the loan that the patient took was being charged and they did not mention anything to us.

   

  We are working with the insurance company on reimbursement.  We actually received some reimbursement but ******************** refused to take the check.  We have appealed the rest and we believe we will get these done as well.  As we told ******************** previously, it can take some time.

   

  Given that the reimbursement process is going well, we are going to go ahead and request that the financing company CANCEL the loan so that the patient is no longer liable.  We hope this resolves the issue.

   

  Regards,
  Manhattan Medical Associates

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not think this has been resolved. I was contacted today by a collections agency Omega looking to get payment on this loan. They have no knowledge from Manhattan Medical associates or anyone that Manhattan Medical is dropping the loan. Please advise how I should proceed.

  I would like this resolved as soon as possible and my credit to be restored.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  11/04/2022

  Hi ******************,

  
  We confirmed that the loan was cancelled.  We are not sure why it hasn't filtered down to the collections agency but we asked the bank to look into it.  It may simply take some time.  Please also ask the collection agency to contact their client to confirm that the loan was cancelled.

   

  Regards,

  Manhattan Medical Associates

  Customer response

  11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   It is not my responsibility to contact the collection agency or bank or anyone regarding this loan. I Never approved this loan, never signed off on it and had no knowledge of the loan. Manhattan Medical took this loan out without my consent or knowledge and its their responsibility to get the loan dropped from any and all banks and collections agency involved. I also want proof on paper and it writing from the bank and collection agency that the loan has been canceled and my credit restored.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I were visiting the clinic to find out about a therapy that can be used to assist in erectile dysfunction. The doctor saw my boyfriend and said he can assist. The financial advisor informed us that the procedure would be billed to ******** however we needed to pay upfront a loan to cover the cost of 10 sessions. We were informed the insurance would be charged and it wasn't. In fact it is not able to be covered by insurance. I am requesting reimbursement for **** for services rendered that was in fact not insurance coverable and a fraud. My boyfriend is *********************** 3/20/1975 and he and I pulled out a loan with ******* account as instructed it would be paid by insurance.

  Business response

  10/14/2022

  ****************,

  Our apologies for the late reply.  The original message went to our junk mail.  We will call you to resolve this complaint immediately!

  Regards,

  Manhattan Medical Associates

*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. ↩