ComplaintsforCrystal Clinic Orthopedic Center, LLC

• Initial Complaint

  01/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received two separate bills for service and paid them in full through their website in October 2022 and November 2022. Since that time I have received multiple additional bills for those services I had already paid. I called their billing department and they confirmed they had received my payments, but their internal system had applied my payments to the "wrong side" and my money was hanging out in limbo with no one questioning it. Supposedly they were going to correct the is*** and apply my payments to the correct "side" and send me a receipt stating such. Instead of this happening I am still receiving bills for the service I paid in full nearly 3 months ago.

  Business response

  02/09/2023

  [BBB transcription, see attachments]

   

   

  02.09.2023
  ****** ******
  Better Business Bureau

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

  Dear ****** ******
  

  
  

  Thank you for reaching out to Crystal Clinic regarding ID# ********, with concern from consumer, *** ***************.

  
  Exceeding the patient's expectation is an important aspect of our mission at Crystal Clinic Orthopaedic Center, so with this patient's dissatisfaction is equally disappointing to us.

  
  In reviewing the account, payments were initiated by Ms. *************** through the On-Line Bill Pay. The option chosen for payment was Crystal Clinic, Inc (Physician Billing). Payments were posted accordingly as received. The patient statement balances were for Crystal Clinic Orthopaedic Center (Facility/Hospital Billing).

  
  Because our billing systems do not interchange, the patient would continue to receive statements for the unpaid balances with Crystal Clinic Orthopaedic Center.
  Credit balances were identified, and a transfer initiated and posted appropriately, payments received on 08.31.2022 for Service Date 07.19.2022, and 10.15.2022 for Service Date 08.02.2022 have posted to the outstanding balance due with Crystal Clinic Orthopaedic Center.

  
  An additional payment was initiated through the On-Line Bill Pay, and again, the option chosen for payment was Crystal Clinic, Inc., which was also for a balance that is with Crystal Clinic Orthopaedic Center.
  Due to a clerical error, the payment was not posted at that time to Ms. ***************'s account. When contacted by Ms. ***************, our Customer Service Team searched and located the On-Line Bill payment, and a transfer request has been initiated for payment to Crystal Clinic Orthopaedic Center and should post within 10-14 days. This payment is for the 1.09.2023 payment date for Service Date 09.01.2022.

  
  Below, I have broken down Ms. ***************'s account balance for Crystal Clinic Orthopaedic Center., and Crystal Clinic, Inc.
  

  
  

  Customer response

  02/24/2023

   I am rejecting this response because:
  They have not confirmed that they have applied my payment to the correct account and that my balance with them is zero. Their online bill pay only had one option. I spoke with their customer service multiple times to try to correct this is*** - nothing, I left a voicemail that still has not been returned, and I sent an email to their customer service that still has not been responded to; I have received zero responses that my is*** is resolved and my balance is zero.
  
  

  Business response

  03/03/2023

  [BBB transcription; see attachments]

   

  Thank you for returning my calls and speaking with me on 03.02.2023. I did as well, receive the email with the rebuttal from Ms. ***************, 03.02.2023, ID# ********, with concern from consumer, *** ***************.

  Again, exceeding the patient's expectation is an important aspect of our mission at Crystal Clinic Orthopaedic Center, so with this patient's dissatisfaction is equally disappointing to us.

  As we explained with the detail in in the letter dated 02.09.2023, due to a clerical error, the payment was not posted at the time it was received to Ms. ***************'s account. When contacted by Ms. ***************, we located the On-Line Bill payment, and a transfer request was initiated for payment to Crystal Clinic Orthopaedic Center and as explained, the turnaround time for these transfers are within 10-14 days.

  This transfer was requested on 02.09.2023 and the transfer was completed on 02.15.2023, for the 11.09.2022 payment date to be applied to Service Date 09.01.2022.

  We have included the billing statements showing Ms. ***************'s balance as $0.00, which we have also sent copies out in the mail, for Ms. ***************'s records. We have called and left Ms. ***************, a message, letting her know this transfer has been completed, and if she has any other questions, she may reach out to us directly.

  We apologize for any inconvenience that this has caused Ms. ***************.

  Thank you for bringing your concerns to our attention. If you have any additional questions, please do not hesitate to reach out to us at ***************

  Regards,

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

  Customer response

  03/08/2023

   I am rejecting this response because:
  
  Page 6 of Crystal Clinic's attached documents do not reflect my payment of $56.72 that I paid November 9, 2022. This is the amount listed in my complaint with BBB and the amount I have repeatedly received bills for despite calling and speaking to representatives regarding it and sending an email with proof I've paid it. It appears Crystal Clinic's records are still not accurate. I want assurance I will not receive another bill regarding this amount in the future. 

  Business response

  04/11/2023

  [BBB transcription via fax, see attachment]

   

  Thank you for reaching out to us regarding the email with the rebuttal from Ms. ***************, 04,05.2023, ID# ********, with concern from consumer, *** ***************.

   

  Exceeding the patient's expectation is an important aspect of our mission at Crystal Clinic Orthopaedic Center, so with this patient's dissatisfaction is equally disappointing to us.

   

  As explained with the details in the original letter dated 02.09.2023, due to a clerical error, the payment was not posted at the time it was received to Ms. ***************'s account.

   

  When contacted by Ms. ***************, we located the On-Line Bill payment, and a transfer request was initiated for payment to Crystal Clinic Orthopaedic Center. And has been completed on 02.15.2023 for the 11,09.2022 payment date applied to Service Date 09.01.2022,

   

  Unfortunately, due to a system error with a file transmission, Ms. *************** did receive a statement from one of Crystal Clinic's outside Agency, First Credit.

   

  While we did everything correct on our end, to stop this statement from going out, there was a challenge with the file transmitting on First Credit's end. They have corrected this, and removed Ms. ***************'s account, and it is closed.

   

  Included is the billing statement showing Ms. ***************'s balance as $0,00, Not only have we sent copies of the statement numerous times, showing a $0.00 balance, we have also reached out to Ms. *************** on numerous occasions for which she did not return our phone calls.

   

  We apologize for any inconvenience that this has caused Ms. ***************.

   

  Thank you for bringing your concerns to our attention. If you have any additional questions, please do not hesitate to reach out to us at 1-************.

  Regards,

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

  National Customer Service Team Coordinator CBS/Odyssey Health Systems, LLC

   

  
  

   

  
  

  Customer response

  04/11/2023

  [BBB transcription via duplicate complaint]

   

  Approximatley January 31, 2023 I filed a complaint with BBB because Crystal Clinic has repeatedly sent me bills for services I have already paid in full. I have attempted to resolve the is*** with Crystal Clinic via telephone, email, and using the BBB. I have repeatedly given Crystal Clinic proof that I have paid all bills in full, and they have repeatedly confirmed receipt of my payments and that the problem is internal. Through using the BBB, ******* at Crystal Clinic sent a letter dated 3/3/23 stating my balance is indeed $0, however as I predicted and why I rejected all their replies, today I received another bill for $56.72 with a statement date of 3/16/23. After all my attempts at solving this problem, sending proof I have paid this bill, and *******'s 3/3/23 letter stating I have a $0 balance, I consider this harassment. The original complaint includes a bill for $56.72 that I paid in full 11/9/22.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had neck surgery on November 10, 2021 performed by Dr. ******. According to my ******* ****** Health Care Insurance Company, I overpaid my bill by $487.25. I talked to ***** on May 11, 2022 at 1:27 pm, ***** on May 27, 2022 at 12:32 pm, ******, the hospital receptionist on September 6, 2022 when I went to the hospital and was informed that billing was “off-site” so I could NOT speak to someone face to face. ****** notified her Supervisor, ***** ******* at 11:42 am of my concerns and I received a phone call from ******* Billing before I left the hospital parking lot. The unidentified woman on the phone said the owed me $545.57 from a deductible account that was never applied. She gave me her phone number ************ and it goes to voicemail when I call it. A woman named **** (talked to her on May 9, 2022 at 3:00 pm) sent me my billing records and all of them show patient balance as &0.00 and none of the statements show what ******* ****** paid? A deductible amount of $545.57 is highlighted but not applied anywhere on the statement.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Account Number *******. 1st Issue: On 12/30/21 I went to Crystal Clinic (CC) for follow-up for a surgery I had earlier in the month. CC refused to **** my primary insurance until I filed a complaint with the BBB. Due to my complaint, CC finally billed insurance at the end of May 2022. When I received the EOBs from my secondary insurance, the EOBs indicated there was a balance of less than $201.00 remaining. I knew this was wrong, so I filed appeals with my secondary insurance. My secondary insurance responded & indicated the claims for 12/30/21, were denied based on a billing issue, the claims were denied as missing/incomplete or invalid **** type, &, according to insurance, The provider should refile a corrected claim. I have already contacted CC to rebill insurance to correct its mistake. Further, when I spoke to ***** on 7/22/22 she discussed my credit balance of over $1,147.00 (see 2nd Issue below) & seemed to imply that rather than correctly rebilling insurance (which is what it should do), the monies will be taken out of my credit amount. I do NOT want any of my credit used for the date of service 12/30/21. This is the easy thing to do, not the proper thing to do & I am not getting the benefit of my health insurance due to CCs misfeasance and/or nonfeasance.2nd Issue: I have been trying to get my credit balance from date of service 12/17/21 returned to me since Feb 2022, but CC is holding the money hostage. My credit balance at CC of over $1,147.00 is for date of service 12/17/21. I (regretfully) paid this **** and immediately appealed with insurance, which paid the **** in full in Feb 2022. Note that the pending balance for the 12/30/21, date of service is less than $201.00 (see 1st Issue above). There is no reason to keep my money. I am requesting interest since CC has refused to return any of this money to me since Feb 2022.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account Number *******. On 12/30/2021 I went to Crystal Clinic for follow-up for a surgery I had earlier in the month. There were at least 3 charges for the 12/30/2021 date of service. Crystal Clinic correctly processed 2 of the 3 charges (1st was for $613.00, 2nd was for $55.00) to Medicare and Anthem. Both of these charges were paid by insurance. Anthem was in effect until 12/31/2021. Medicare has been in effect since 2009 or 2011 and is currently still in effect. For the 3rd charge ($1,279.00), Crystal Clinic billed Medical Mutual, which was not in effect until January 1, 2022. I have contacted Crystal Clinic on more than one occasion and it has NOT submitted the 3rd and most expensive charge ($1,279.00) to Medicare and then Anthem. Crystal Clinic knows to do this since it appropriately processed the other two charges for the same date of service. By willfully and intentionally refusing to submit the medical bills arising from this occurrence to my health insurance carriers, Crystal Clinic is depriving me of the benefits of my contract with my health insurance carriers. Also, if there is a denial of coverage by any of my insurance carriers due to Crystal Clinic failing to timely submit the bill and/or other action, I should not be required to pay the bill.

  Business response

  05/19/2022

  [BBB transcription; see file]

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

   

  Attached please find the response on behalf of the Crystal Clinic Orthopaedic Center related to the above complaint ID number.  Please feel free to reach out to me directly with any questions. 

   

  Receipt confirmation requested.

   

  Cindy ******** ***

  Business response

  05/19/2022

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

   

  Attached please find the response on behalf of the Crystal Clinic Orthopaedic Center related to the above complaint ID number.  Please feel free to reach out to me directly with any questions. 

   

  Receipt confirmation requested.

   

  Cindy ******** ***

  Customer response

  05/22/2022

   I am rejecting this response because:  Crystal Clinic has not submitted this to Medicare as of today.  The response does not even make sense since other bills for the SAME date of service were processed correctly.  Also, it does not matter whether the insurance company was my 2021 insurer or my 2022 insurer BECAUSE MEDICARE REMAINS THE PRIMARY INSURANCE COMPANY regardless of the secondary insurance company.  Once again I ask that Crystal Clinic immediately submit this bill AND ANY OTHER BILL STILL OUTSTANDING to Medicare immediately so that all these matters can be timely resolved.  Thank you.
  
  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11-05-2021 I had trigger finger surgery at Crystal Clinic. Dr. ********** was the surgeon. On 10-27-21 I made a payment to Crystal Clinic for 308.54 from my Flexible Spending Account. They lost the payment and I had to provide them with a copy of the canceled check. The following month they still have not credited my account with the correct balance. I called them, and there answer to the problem was to stop sending me statements until the issue on their end is resolved. As of 3-22-2022 I have not received a statement for several months and they will not return my calls.

  Business response

  04/04/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM BUSINESS 4/1/2022 AT 10:52 AM]]

   

  March 30, 2022

   

   

  **** *******

  Better Business Bureau

  222 West Market Street

  Akron, OH 44303

   

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

   

  I am writing in response to the Complaint filed to the BBB, Case ID #******** for services rendered on 11.05.2021 at Crystal Clinic Orthopedic Center for *** **** *******. 

   

  *** ******* called in on 11.26.2021 and spoke with our Customer Service Team, in regards to a partial payment he sent in via check dated 10.27.2021 in the amount of $308.54 (check #*******). 

   

  Due to a clerical error, the check image was mis-filed and was not posted at that time.  Our Customer Service Team continued to search, and it was located and posted accordingly to the balance intended on *** *******’s account. 

   

  We make every effort to ensure that our calls are returned with-in 24-48 hours.  Our process includes placing the statement on hold while we explore the discrepancy.  

   

  We have broken down *** *******’s account balance for Crystal Clinic Inc., and Crystal Clinic Orthopedic Center which includes the remaining balance’s due on his account.

   

   

  ******* ****** ********** ****** **** ** ******* ********** ********* ********** ***** ******* ********* ******* ********* ********* ******* ********* ******** *********** ********* ********** *********** ********* *********** ******* ************** ******* ***** ********* ******* ********** ********* ***** ********* ******* *** ******* ***** ******* ***** ******* ******* ********* ********* ******* ******* **** **** ** ******* ********** ********** ********** ***** ******* ******* ******* ********* ********* ******* ********* ******** ********* ********* ********** ********* ******** *********** ******* ************** ****** ****** *******
  ******* **********
  		(******* ***** ***** ******* *** ****** ****** ******* ***** ******* ******* ********* *******

   

  *** *******’s payment of $308.54 was applied to his 11/5/2021 date of service as illustrated above.  We apologize for any inconvenience this delay has caused *** *******.  To make your payment, please call **************.

   

  Sincerely,

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

  National Team Coordinator

  GBS/Odyssey

   

   

  *Please see attached.

  Customer response

  04/04/2022

   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.

*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. ↩