Business Profile

Orthopedic Surgeon

Rothman Orthopaedic Institute

Complaints

This profile includes complaints for Rothman Orthopaedic Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/29/2025
Type:Service or Repair 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 went to Rothmans Orthopedic in June of 2023, at the time of service I presented an AETNA and a ******************* valid insurance card and confirmed with the receptionist that both were on file and both should be billed (chronic issues with them) In July of 2024, I started receiving a bill for nonpayment, upon contacting the company several times to find out why, since I no longer had these insurance, they apologized for what they called delayed billing. I contacted the insurance company and was told that they were out of the timeframe for submitting a claim. A representative called them with me on the line. I spoke with the company afterwards and someone told me that I dont owed anything. However, I continued to be bombarded and harassed my bill collectors. Im out of options now, because Rothmans said its out of their hands. Im not employed for over a year now. Your help is greatly appreciated!
Business Response
Date: 07/03/2025
Hello,

Thank you for reaching out regarding your concern. We have carried out a full investigation including a clinical review, review of the notes,documentation, and all billing components from the 6/1/23 visit.

Findings:
* date of service 6/1/23 was billed accurately
* claim was sent to the primary insurance on 6/19/23 and $72.74 was designated as copay and coinsurance amounts (see attachment A in ERAs)
* claim was sent to secondary insurance on 7/3/23 and they were unable to identify the patient as insured by them (see attachment B in ERAs)
* notice of patient balance was sent multiple times (see attached statement listing)
* All billing processes were followed appropriate and the balance is the patient's responsibility.

Regards,

****

******** L. ***********, CHC, CPCO, CHRC,IRMP, GRCP, GRCA, CRAS, HPOC, ICEP, IAPP, IDMP
Director of Compliance
Rothman Orthopaedics
***************************************************
**********************
******************************************************************************************************
Phone: ************

CC: Compliance Record # ****
Customer Answer
Date: 07/03/2025
This is a new fabricated story that they made up. They apologized to me last July after I received the bill for the very first time one full year after the service was rendered, I was told that the company had a delay in billing, I checked both my explanation of Benefits from both insurance companies, Im reiterating that I spoke with ********** Blue Shield and they were on the phone when I spoke with Rothmans. Immediately after that I called them and I was told that I didnt owe anything. Again my husband had even more issues with them. Its impossible for the front desk to put both our insurance in the system. Its either one or the other, never both. Other patients were struggling with the same issues.
Initial Complaint
Date:06/07/2025
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.
I received care from Rothman on March 20, 2024 and on January 22, 2025. I received an invoice for these charges on February 10, 2025 in the amount of $108.74 and paid these charges on March 3, 2025. On March 14, 2025, Rothman accepted the payment with the transaction ID No. ********************. This was confirmed with the ******** as well.Since then, Rothman Institute continues to send the same invoice over and over again as unpaid. This happened in the past and despite writing to their billing department, they failed to correct any of these issues or apply payments correctly.
Business Response
Date: 06/24/2025
Hi,
We have received your complaint submission and performed a review for the above-mentioned date(s) of service. We have reviewed all notes, documentation,and billing from that encounter.

Upon review, we determined that the patient did in fact submit payment and should have a $0.00 balance. IT and billing departments are troubleshooting why the payment did not post properly to the account. We have manually posted the payment and now show as paid in full.

Thank you for bringing this to our attention. Feel free to reach out to me if you have any further questions.

Sincerely,

****

******** L. ***********, CHC, CPCO, CHRC, GRCA, CHA, HPOC, ICEP, GRCA, IPMP, CRAS
Director of Compliance
Rothman Orthopaedics
*******************
Suite 500
*********************
******************************************************************************************************
Phone:************

CC: Compliance Record # ****
Initial Complaint
Date:05/15/2025
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.
If youve ever played the childrens game called Telephone, you know upon what Rothman based their patients response system. Incredibly even after undergoing an operation, you cannot directly call your doctors office. Your call will be received by an operator who cannot or will not give a direct phone number. You have to give them a message they will allegedly relay to that office. The first time I called on behalf of my wife and gave them her date of birth, they sent the massage to my doctor instead, I assume based on caller ID. The second time I called simply requesting a callback, they did return the call but I was in the bathroom. They left a message directing me back to the main relay phone. Numerous followup calls to that number did not result in a callback. Calls to administrative offices resulted in the same unfulfilled promise of a callback. My wifes surgery resulted in a brace immobilizing her leg. The brace subsequently broke but it proved impossible to report the defect. This seems like an unacceptable medical practice.
Business Response
Date: 06/09/2025
Hi,
We are unable to determine the patient's name, date of birth, date of service, etc.
Please contact me directly with this information so that I can investigate your complaint.
Thank you,
******** *. Colucciello
Director of Compliance
Rothman Orthopaedics
*****************************************>Suite 500
**********************
******************************************************************************************************
Phone: ************
Initial Complaint
Date:04/22/2025
Type:Delivery 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 ordered my medical records 3 months ago. Communication was not efficient. I had to pay for imaging. Once I did that I am still waiting for my records which is holding me back from seeing a doctor here in **. They will not see me without them. Rothman also only sent notes to the GA Ortho for my 1st request when I was explicit about what I needed . I then had to call again to get all my records released not the notes per the nurse in **. This lead me to think they are hiding something. All I want is all my medical records but it is no ************** of customer service.
Business Response
Date: 04/28/2025
Hi,
I'm sorry to hear that you have having difficulty getting the records. I am seeing confirmation that the 2/17/25 request was completed via fax on 2/18/25 to the requested fax # (confirmation attached). For the second request received, the staff attempted to fax again on 3/5 which failed so a hard copy fax was mailed.
If you or the physician's office have still not received, please let me know and we will send again.
Internal incident #: 6110
Sincerely,
******** L. ***********, CHC, CPCO, CRAS,ICEP, CHRC, GRCA, IPMP, EMT(I)
Director of Compliance
Rothman Orthopaedics
*******************
5th Floor, Office #**
**********************
******************************************************************************************************
Phone: ************

Cc: Compliance Record
Initial Complaint
Date:04/18/2025
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.
Since I started going to Rothman around the end of 2024, I have encountered the same recurrent billing problems. I am self pay, and pay all fees at the time of each visit. Yet I still receive erroneous charges and unexpected bills for charges never discussed or disclosed at the time of my visit even after verifying if I should anticipate any additional charges each time. I went for a procedure that was quite costly in 2/25 at the downtown ************************ location, and was told one price prior to arrival and another price upon arrival. I explained at check in my concerns and past issues with billing and asked to verify, and was assured this was the actual charge for the entire day. I was also assured that prior issues were resolved and they had been due to my chart never being marked as self pay. Yet here I am receiving another bill for over $400 for more charges never discussed. Theres no ability to speak to anyone who can make a decision in billing as the call center **** deny transferring the call. The billing inquiry form online never gets answered. Emails go unanswered. Staff at the offices wont get involved and have no clue how to help. They just hand a piece of paper with a billing phone number thats not even in service. Its unfortunate as the provider I was seeing was good, but Im absolutely fed up with being jerked around. Its deceiving and wrong to lie over and over and say theres a flat fee for self pay and later send bill after bill with zero explanation and zero ability to communicate with anyone in charge.
Business Response
Date: 04/24/2025
Hi,
I am sorry to hear about the issue that has occurred.
I performed a full investigation with review of all billing (just to be sure all other billing was accurate in addition to the 2/25/25 issue). No inaccuracies found in these.
For date of service 2/25/25, I have confirmed that the patient was told a total amount of $425.00 for visit, injection, and injectables. The self pay adjustment entered was only $52.**.  It should have been $157.**.
As such, we have adjusted off the additional $105.00, so that the total charge for that date of service is $425. (Attached is verification).
Please let me know if you have any further questions.
Internal incident # ****.
Sincerely,

          ****

******** L. ***********, CHC, CPCO, ICEP,CHRC, CHA, CRAS, GRCA, IPMP, CMDP
Director of Compliance
Rothman Orthopaedics
*******************
5th Floor, Office #**
**********************
******************************************************************************************************
Phone: ************

Cc: Compliance Record
Customer Answer
Date: 04/24/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23224719

I am rejecting this response because: 1) you cannot bill for a "new patient" when the patient has received medical services from within the same group within the last 3 years. I have been an existing patient of Rothman since 2024. 2) You fail to acknowledge the persistent billing issues that have occurred, and the need for constant "adjustments" that further prove my point that while Rothman claims to have standard pricing for self-pay, the process is actually misleading and the pricing is incredibly unclear. I have continued to receive bills that are different each time I am notified whether it's by text, email, or otherwise. Logging into the app or through the Rothman websites fails to provide any answers or explanations of these additional erroneous charges that somehow always are added after each visit, as there never seems to be a statement available. 3) If you're company is going to quote a price for services ahead of time, that should be the price, or set the expectation that there could be additional charges. Every time after the visit I would stop at the desk and I was told there were no extra charges. 4) there was a visit that was by phone only on 2/5, for exactly 3 minutes (happy to share the screenshot if needed), 2 hours after my appointment time and it was NOT a virtual video telehealth, and I was billed as a *****. I am a PA in healthcare for nearly 10 years and am well versed in office billing codes. I am more than happy to report your billing department for billing fraud, but a phone conversation is not billable under this code. Only telephone E/M time based codes may be used. I also specifically asked if I needed to pay for this visit when the MA called to inform me the provider was running behind, and I was told NO.
I have paid thousands of dollars in self pay charges up to this point, intentionally, because I thought I was receiving decent care choosing your Orthopedists. I chose your physical therapists instead of outside PT/OT intentionally, and paid out of pocket for this. I choose self pay. Instead, I still have the same issue, as your services did not resolve my issue, and now I see why my own patients complain about your company. I don't pull the provider card, but in all honesty I will now. I have no problem becoming a huge pain in the rear for you unless you fix this, and stop all this billing fraud.
In the meantime, I'll be telling all of my colleagues to not refer to Rothman anymore, and I know providers across state lines, not just here in ********

Regards,

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

Business Response
Date: 04/24/2025
Hi,
For new patients, CMS recognizes several taxonomy and specialty codes as separately significant, and allows billing them as new patients if not seen by that specialty, even if seen by the practice, within the previous three years. These specialties include (for ortho specifically) taxonomies of orthopedic surgery, hand surgery, PM&R, podiatry, and sports medicine. As such, billing of the new patient visit was appropriate as you had not been seen by the provider's taxonomy code within the last 3 years at the practice.
For visits (telemedicine and in-person), under the 2021 E&M coding guidelines updates, providers are allowed to bill by either time OR medical decision making (MDM) (based upon three categories of problem, data, and risk). Rothman Orthopaedics bills based on MDM not time. Updated telemedicine coding published in 2020, 2021, 2023, and 2024, allow billing of telemedicine via E&M codes.  As such, the level 3 code was appropriate.
Findings show that all questions and concerns regarding billing have been addressed appropriately for your account.  There is no evidence of fraud, and there is clear evidence that internal actions have been taken including addressing issues related to the patient's account, review and update where needed of internal operational processes, and staff re-education.
********

Customer Answer
Date: 04/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23224719

I am rejecting this response because: You are still failing to acknowledge the disconnect and misleading information between the standardized self-pay pricing and these erroneous charges. Every single time I have had a visit with your facility, despite inquiring about the possibility of additional charges so I could pay at the time of my visits, I continue to receive a different answer and additional bills each time.
To make it more clear, I have attached screenshots of the billing that I was finally able to receiving. On 2/4, I went for physical therapy, paid my $94 which I was quoted each time for treatment as the flat, self-pay price. There are additional billing charges, which I was assured would not be the case at the start of my PT sessions, yet every single PT session I seemed to always have additional charges that always ended up being "adjusted."
On 2/5 I had my telephone-only encounter with ******* ******, PA-C. Your provider billed the telephone only encounter as a *****, and documented this in his notes. This is not reflective of time-based coding. This is an office visit code, which is only eligible for billing if the patient was seen either with video/audio for telehealth, or in-office. Therefore, it is entirely inappropriate and needs to be adjusted appropriately.
As for the 2/25 visit with the procedure, billing as a new patient and being completely dishonest about the charges, it's just par for the course. I asked for a breakdown of the price before the procedure, at the time of the visit, and after the visit to confirm I had paid everything before I left. I really cannot believe that your office cannot get any of this right, even though your staff tell patients over and over the billing charges are flat fees and paid at the time of services. You should just provide an estimate of charges and obtain a signature at the time of services, and collect final payment prior to checkout with self-pay patients to avoid this drama.
Your office is misleading, practices billing fraud, and is absolutely unprofessional in handling billing errors. I cannot believe the efforts I am having to go to in order to voice my concerns. I cannot even fathom how difficult it must be for my patients, who do not understand how to navigate the system to the extent that I do as a practicing prescriber, and I will be sure to steer them absolutely clear of your company with I refer them for orthopedic treatments to avoid such unnecessary hassle.
At this point, I ask that you correct the telephone encounter billing and apply the self pay adjustment for the 2/5 visit, and remove the additional $133 from the PT visit on 2/4, and I will pay the remaining balance in full after that is complete. This should be around half of what the current bill is.

Regards,

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

Business Response
Date: 05/06/2025
Hi *********,
I am sorry that this is not the response you were looking for. Verification has been performed on the below:
For new patients, CMS recognizes several taxonomy and specialty codes as separately significant, and allows billing them as new patients if not seen by that specialty, even if seen by the practice, within the previous three years. These specialties include (for ortho specifically) taxonomies of orthopedic surgery, hand surgery, PM&R, podiatry, and sports medicine. As such, billing of the new patient visit was appropriate as you had not been seen by the provider's taxonomy code within the last 3 years at the practice.
For visits (telemedicine and in-person), under the 2021 E&M coding guidelines updates, providers are allowed to bill by either time OR medical decision making (MDM) (based upon three categories of problem, data, and risk). Rothman Orthopaedics bills based on MDM not time. Updated telemedicine coding published in 2020, 2021, 2023, and 2024, allow billing of telemedicine via E&M codes.  As such, the level 3 code was appropriate.
Findings show that all questions and concerns regarding billing have been addressed appropriately for your account.  There is no evidence of fraud, and there is clear evidence that internal actions have been taken including addressing issues related to the patient's account, review and update where needed of internal operational processes, and staff re-education.
********
Initial Complaint
Date:02/02/2025
Type:Product 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.
Rothman Orthopaedics between 03/2023 - 12/2024 sent invoices/bills to an address no one I know currently resides resulting in a violation of HIPAA . I attempted to contact them for a resolution but was only meet with obfuscation and lies. I requested copies of the invoices/bills that were sent to the wrong address but only received ERAs that were 1) not requested, 2) not applicable to the violation. Attached are 1) the email thread of me trying to get documentation and resolution. 2) copies of the current "outstanding" amount, none of the bills from the dates were mailed to the correct address
Business Response
Date: 03/03/2025
Please see attachments.
Customer Answer
Date: 03/13/2025
Please do not close the complaint. I have working on my response.
Customer Answer
Date: 03/13/2025
I have been seeking legal advice about the Rothmans breach of my PHI/PII and the subsequent harassment from collections agency.That is why I have not responded yet. if it is required to respond with a certain time period, I will have my response by end of day. Thank you
Customer Answer
Date: 03/13/2025
I am rejecting this response because:
Rothman failed to provide any additional documentation or information on 1) how this was not a HIPAA violation 2) how Rothman did not demonstrate gross negligence in handling of a patients information. The only additional information beyond the regurgitated talking points is The extent to which the risk to the *** has been mitigated since the document was returned and shredded. What document, the bills that were mailed out? There were multiple documents mailed incorrectly, which one(s) were returned? The bills that were mailed out ARE documents I requested,and Rothman never provided them or provided any details on how they were handled. They repeatedly sent statements and ERAs repeatedly which I did not request nor does it add any value in my attempts to get a resolution to my complaint.
If the document was returned and subsequently shredded,where are any logs or documents outlining this process? ***** safeguards explicitly detail the handling any potential violations.
If the document was returned, why was no follow up done to determine the reasoning of the return. Why wasnt the compliance officer informed of a potential HIPAA violation? From my 20 plus years of professional experience and annual HIPAA training, I know for a fact that any violation requires informing the compliance officer, even if it is only a potentialviolation. ******** L. *********** is that officer, she only became involved after my complaint. What are Rothmans processes of these matters, what are Rothmans HIPAA Safeguards? They have provided no details in their lackluster responses.
If the document were returned, why was no follow up on done on these outstanding bills? They were billed for services rendered, and since they are contractually obligated to collect as they stated, why didnt they reach out and make any attempts to collect in over a year? Rothman did nothing but mail bills or document to the incorrect address, then sent my information to collections.
I only became aware of the bills after receiving letters (also mailed to the incorrect address) from a collections agency. Furthermore,along with mailing incorrect billing documents, Rothman sent my *** and or PII to the collections agency incorrectly. That is a violation of HIPPA guidelines since it is an Unauthorized Disclosure of my *** and PII. They also have not recalled that disclosure or they resent my personal information to the collections agency again, as I am still receiving calls from the collection agency, ever since I became aware of Rothmans gross negligence.
Providers are required provide services, provide accurate and timely billing to be paid, and provide security of patients sensitive information. Rothman systematically failed in their obligations and then preceded to obfuscate, deflect, and minimize their responsibilities.

**** *****
Initial Complaint
Date:12/05/2024
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 saw Dr. ******* at the ********** location on 7/31/2024 for an injury that resulted from a car accident. I was a pedestrian in the car accident, and so my car insurance is paying my medical bills. At the time of the appointment, I gave them the claim number from the accident, the car insurance company, and the adjuster's contact information. Instead of billing the car insurance, they used my health insurance and have been billing me monthly for a copayment for a specialist doctor's office visit. The adjuster from the car insurance and I have been contacting them frequently and telling them they billed the wrong person. In November I even returned their most recent bill with a letter explicitly telling them they're billing the wrong person and they need to fix it. They still are billing me instead of the adjuster. I don't know what else to do. No matter how many times the adjuster and I tell them they're wrong, they just keep plowing forward and ignoring us.
Business Response
Date: 12/11/2024
Hi,
per the billing department and verified email communication with the patient, I have confirmed this was addressed and closed with the patient directly yesterday, 12/10/24.
Thank you,
******** *.
Director of Compliance
Rothman Orthopaedics.
Customer Answer
Date: 12/16/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22644808

I am rejecting this response because: I checked with the car insurance adjuster, and even though the billing department told me they sent the bill to car insurance, they did not. He has still not received it.

Regards,

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

Business Response
Date: 12/16/2024
Hi,

The claim was updated and submitted to the auto insurance on 12/10/24. Our electronic system shows the clearing house accepted the claim 12/10/24. Adjudication by the payor can take up to 30 days.
Jennifer
Customer Answer
Date: 12/16/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22644808

I am rejecting this response because: I spoke with the adjuster on 12/11, and he said he still had not received any bill.

Regards,

****** *******
Initial Complaint
Date:10/21/2024
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 10/14, I went to Rothman for my appointment. The woman at the front desk saw a credit on my account and a balance. The balance was for $1,290 and she told me to call billing on Tuesday because they are really busy on Mondays. I called billing on 10/15. I spoke to ******. I told her what the woman at the front desk mentioned which was the 1st time all year. ****** explained that I do not have a balance of $1,290 and I will be getting a bill on October 21st. I asked her why was I getting such a large bill for all services for 2024. ****** blamed my insurance ********** and *********** and said they did not give them permission to bill until Sept. I asked for a bill by email because as a patient this a financial burden. ****** said she would send me a ledger by email within 72 hours. ****** verified my email address as well. I reached out to ********** **** Shield. I work in **************** I manage benefits for my employer so I spoke to my account rep. ********** checked my account and gave me a list of every bill that I received from Rothman for 2024 and they said they processed everything timely. I attached that information to this complaint. I called Rothman back. I spoke to *****, I explained my situation. I told ***** that ********** said my bills were processed timely on their end. ***** did not understand why I didn't receive a bill, she was going to put a note on my account to make sure it does not go to collections, and she was going to escalate my concern. I also told her ****** was going to send me a ledger. ***** verified my email address and my email address wasn't entirely correct but ****** verified it. ***** said that she was going to update my email address because it said .con and not .com at the end. As of today I have not heard from Rothman, I last spoke to them on October 15th. No ledger or bill YTD. I need to know why am I not getting bills. ***** even said I hadn't received a bill since November of 2023. Rothman must bill patients timely.
Business Response
Date: 10/30/2024
Hi,
Thank you for submitting this concern and bringing it to our attention.
We have performed a full investigation including review of encounters, billing, and discussions with staff overseeing processes. We did identify an issue with the electronic aspect of our system holding statements back if a credit was being added to an account. This has been corrected within the system and will not occur moving forward.  The credit identified was applied and statements are moving along as appropriate.
Regarding the outstanding patient balance, attached are several of the electronic remittance responses from the insurance company, sent to our office, showing patient responsibility. These amounts would also be reflected on the **** that the insurance company would have sent to the patient directly.
Internal Rothman Incident #: 4647.
******** L. ***********, CHC, CPCO, GRCA, ICEP, CRAS, HPOC, IAAP, IPMP, COMA
Director of Compliance
Rothman Orthopaedics
*******************
5th Floor, Office #**
*********************
******************************************************************************************************
Phone:************

CC:        Compliance Record

Customer Answer
Date: 10/30/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22456188

I am rejecting this response because all my questions and concerns were not addressed due to their system issue for several months. Patients can't pay bills with EOBs as I'm aware of those. There is a lot of empathy that I'm getting billed and was told wrong information when I called billing and no one followed up with me so I had to move forward with this complaint. 1. When will I get a bill? 2. Please provide confirmation of how much is owed. 3. Is there a payment plan available as I told that was an option but I don't knowing that was true. 4. Is it noted to make sure my acct does not go to collections as I will be billed a very large lump sum at one time.

Regards,

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

Business Response
Date: 11/11/2024
Hi,

Please see attached statement than was sent to you via mail on 10/30/24. Total amount owed is $1,228.87. We do offer payment plans, and once a payment pan has been set up and you remain up-to-date with payments, you will not be sent to collections. I will have someone from the ****************************** contact you shortly to set this up.

Thank you,
********
Customer Answer
Date: 11/21/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22456188

I am rejecting this response because:

As of today, 11/21, I have not heard from Rothman regarding a payment plan set up.

Regards,

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

Business Response
Date: 12/11/2024
Hi,

After additional review with the billing department, we are showing that a payment plan has indeed been set up and is current.
Thank you,
******** *.
Director of Compliance
Initial Complaint
Date:07/30/2024
Type:Product 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.
After my last visit to Dr. ****** on 7/18/2024 in the **********, ** office, I Requested Refunds of ill-fitted Orthotic Purchases, and have not gotten cooperation from the office to refund my financial resources so that I can move on with another Provider. I was told by ********, the office Assistant, to return the Custom Orthotic, and to pick up my personal right foot pre-owned orthotic, and Billing would issue a refund tor both purchases listed below. I returned the item and have gotten no response from the office. I am requesting the following: (1) Please forward me the receipts for the following foot orthotic items that I purchased. Also, please refund me for both purchases as they were not well fitted for my foot pain needs. 06/27/2024: My Pre-owned Resurfaced Orthotics @ $75.00 02/20/2024: Custom Orthotics @ $440.00 (2) Please forward me an acknowledgement that on 7/18/2024, I returned the (a.) Custom Orthotics to your office Receptionist and that I picked up my (b.) Resurfaced Orthotics. The Receptionist took a picture with her cell phone, of the item that I picked up and the one that I returned, however, she refused to give me any confirmation documentation at the time of that exchange.I have been in communication with ******, the Billing Supervisor, by way of her office staff, *** and *****. They all have informed me that they have no communication at all from ******************* regarding me being refunded. Your office staff, ********, communicated with me via text messages on 7/18/2024, that the ************** was notified to issue the refunds and that Billing would be in contact with me. I have not been contacted by them, instead, I called them and was told they know nothing about it.On 7/27/2024 I sent a follow-up email to the following, with no reply. Dr. ***** ****** - Provider **** **** - Office Manager ** ****** - VP Operations ********************************************* ***************************************** cc: *****************************************
Business Response
Date: 08/12/2024
Hi,
Please see attached letter that was sent to the patient on 8/6/24.
********
Customer Answer
Date: 08/13/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22066490

I am rejecting this response because: I still do not have a usable product after spending $440. I have sent the following email in response to the letter that I received from Rothman Orthopedics:
From: ******* ******-********
To: "******************************************************************************************************"
Cc: "***************************************************************"
Subject: ******* ******-******** Account#: ****** Incident #: 3701
Date: Tuesday, August 13, 2024 11:15:00 PM
Importance: High
Re: ROTHMAN ORTHAPEDICS
Charge for Orthotics
Date(s) of Service: February 20, 2024
Account # ******
Incident #: 3701
To ******** ***********,
In response to the letter that you sent me dated August 6, 2024, I am requesting that since you will
not be refunding my orthotic purchase, I am requesting that the inappropriately fitted product be
replaced under the vendor warranty. Dr. ****** made alterations in the office to the product which
did not improve the product. Prior to my asking for a refund, she put a beige padding on a black
product, and made a drawing on the product, and said that she would send it back to the lab for
adjustments. I asked for shock absorbency on the product because she diagnosed that there is not
enough fat on the bottom of my foot. I want a black, not two-toned product. I spent $440.00 and need
a usable product.

I have copied ******* *****, of the Better Business Bureau ( Re: Complaint ID ********; ********************** Orthopaedic Institute )

Sincerely,

******* ******-********
******************************
cc: ******* *****

Regards,

******* ******-********

Business Response
Date: 08/27/2024
Hi,
Thank you for the follow-up email.
We performed another review to perform due diligence, and confirmed that the orthotic device picked up in March of 2024, showed no evidence of defect, and was clinically sound and effective. No complaint of issue was received until mid-May 2024. There was no clinical evidence found of fitting issue, and patient statements (seen in attached encounter notes) confirm doing well with orthotics to that point. Changes that were made by the provider were made in a good faith effort to satisfy the patient. There was no evidence of defect at any time.
Sincerely,
********
Customer Answer
Date: 08/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22066490

I am rejecting this response because:
I never told the *** that the orthotics helped my foot feel better. I told her each time that it was not well fitted and her notes do not reflect my conversation with her. After I was initially given the device, I had to return to the office 4 additional times because they put me in more pain and I was not satisfied with how it felt. My statements to the *** does not match her notes. If I was being helped I would not have returned to the office after the first follow up visit. There are disingenuous statements in all of the notes. Please send the device to the lab under the manufacturer's warranty and have it fixed to the specifications that she made drawings of on my last visit. This should have been done once I returned the 1st time and this would not have gotten to this point.

Regards,

******* ******-********
Initial Complaint
Date:06/04/2024
Type:Service or Repair 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.
Tottaly unsatisfied with Rothman Orthopedics here in *******, ** the level of service and the customer care is not at the same level as their bills and how much it costs to have a visit with thier surgeons and doctors is extremely high valued. I had a surgery last year with a surgeon that is leaving the company this year for "relocation reasons" and since then it has been a nightmare. They ***** want to make you feel that your treated with white glove service and that your always first in line, but then while time pases by the deterioration of service drops. Today I was scheduled at 2:40 pm at ******************************** office, I arrived on time and scheduled my whole day arround this important appointment i was going to have over a foot reconstruction and all the procedure details. Time passes and suddently its 4:00 pm and I'm still not seen by the doctor, waiting with my level 8 pain on my foot and no one came by to advise that there is a delay or something. They don't care about the patients time or responsabilities, this is not fare. So I decided to leave and express my anger with the office manager, to which i recived a vague response of why there was such a delay between the doctors team and my visit. "Oh, so sorry we are lacking because the doctors who is leaving have all thier patients seeing the same doctor your seeing so nothing more to say....." and we have to tolarate this...? nah thats not right... Thats like going to a fast food restaurant and getting your frenh fries cold and not fully cooked because the person that was working there quit on the spot.... so what do you do - you either grab a manager to do the fries or you eliminate the fries from the menu and provide a discount on your meals. But what you don't do is serve the uncooked cold fires with the meal and charge full price" no, no , no we're not idiots.. we're just injuered and need medical attention. This places deserves to be re -trained and thier answers are unreasonable. Terrible experience!
Business Response
Date: 07/08/2024
Hi,
We have received your notice of complaint, and are currently investigation. We will respond shortly.
Sincerely,

          ****

******************************************, CHC, CPCO, GRCA, IPMP, EMT(I)
Director of Compliance
Rothman Orthopaedics
*******************
5th ************* #**
*********************
***********************************************************************
Phone:************
Business Response
Date: 07/12/2024
We have received the complaint and are investigating customer service specifics and retraining as appropriate.
While we regret that your experience with Rothman Orthopaedics is not what you had wished, we are unable to waive any patient out of pocket charges.   This is due to several reasons, including the fact the services were performed and billed to your insurance. As such, our contract requires that we collect the patient out of pocket portion. Not billing the patient for the appropriate out of pocket amount, specified by your insurance, could potentially put Rothman Orthopaedics in breach of contract with the insurance company causing them to not allow us to participate with them.

Feel free to reach out to me if you have any further questions.

Sincerely,

            ****

******************************************, CHC, CPCO, GRCP, GRCA, CRAS, HPOC, ICEP, IAPP, IDMP
Director of Compliance
Rothman Orthopaedics
*******************
5th ************* #**
*********************
***********************************************************************
Phone:************

CC:     Compliance Record

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