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:09/06/2025

  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.

  Good afternoon,I'm hoping you can help resolve a billing issue. I purchased (by credit card) a colonoscopy prep kit in the US Digestive Health East Norriton office on 07/01/2025 for $25.00. A bill dated 07/02/2025 was sent to me for the colonoscopy prep kit for $25.00. I attempted to follow up through the Patient Portal's billing questions option on 07/13/2025 to confirm the cost of the kit and indicate I had previously paid $25.00. I attached the credit card receipt provided by the office. No response was provided.I followed up through the Patient Portal on 07/19/2025 to try to clarify the cost of the kit (since I had received no response to my first message). No response was provided.Since I could not get a response through the portal, I called the billing office number provided on the bill. The person I spoke with confirmed no money was owed and corrected my account, which reflects I have a $0 balance.I received an additional bill 08/02/2025. I followed up on the Patient Portal asking that my message be directed to a manager. I explained I was receiving bills after having my account corrected by the billing department and that my account showed no money was owed. I explained that I did not have additional time to spend on the issue and that if additional bills were sent for the previously paid invoice, I would refer the issue to the BBB. I received another bill for the paid charge today. The bill is dated 09/02/2025.I am requesting that the billing for my account be corrected. The business likely can't be compelled to do a root cause analysis to determine if the issue is a single incident or one that could impact other patients or to initiative corrective and preventative actions as needed, but this would be prudent to ensure honest billing practices.Attachments: receipt for credit card payment, portal messages (3), and statements (3), account balance

  Business Response

  Date: 09/23/2025

  To Whom it May Concern,

  Thank you for bringing this matter to our attention.  Due to a processing error, the patient's payment was not applied properly.  This has since been corrected and the patient has a zero balance.  We have reached out to her to advise of the resolution.  

  We appreciate you reaching out.

  Sincerely,

  ***** *****, Director 

  Customer Answer

  Date: 10/03/2025

  Thank you for your help with resolving this issue. Since the business has previously told me the issue was resolved and then sent me an additional bill, I'd like to keep the case open until after the bills are issued (usually 5th of the month) and when they would arrive in the mail (typically a week or so later). If no additional bills are received, I'm fine with closing the case. I would just prefer not to have to make an additional contact or try to reopen if the business didn't correctly resolve the issue (again).

  Customer Answer

  Date: 10/14/2025

  I didn't receive any further bills. (Sorry, if you reached out after my last response, I didn't see your message requesting a final response. Not sure what happened.) They would typically be dated the 5th of the month and not arrive until about a week later (which is why I requested the extension). Since it's the first business day after the 12th and I haven't seen any bills, it appears to be resolved.