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:04/09/2024
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.
In December 2023 I visited Rothman at ****************, **************************************. I had been a patient before and was just going for a follow up. I informed them that I had a new job and therefore new insurance. It was confirmed that I was still in network. I paid the $50 co pay and left. In January I received a bill for $439 for my 5 minute follow up appointment. The bill had no breakdown of the charge and visiting the website gave the same limited information (just the total). I tried calling the number multiple times over two months on the bill. Their call system is simply broken. You are on hold perpetually with an occasion message "please hold while we collect you to the next representative" and then you're looped back on hold. Eventually you get a call-back option to which I've yet to ever receive a call back. I even responded to the second letter/bill with a letter explaining how I was convinced they were trying to charge the wrong insurance and sent it to the payment address on the bill. Eventually I received another bill proving nobody had read my letter.Worried that this was going to go to collections, I instead went into a Rothman office with a bill and asked for it to be looked into. I was told I could only call the number to deal with billing and that it couldn't be done in person. I did however ask the woman at the reception to look into my account. It turns out they saved my new insurance to my chart and not the correct billing part of the system so she left a note on my file to correct this. I have since received yet another bill for $439.I am worried this will go to collections even though it is entirely their mistake (admitted by the woman at reception) but they are impossible to contact and completely ignoring me. *******
Business Response
Date: 05/01/2024
Hi,
Please see attached response.
Thank you,
********
Initial Complaint
Date:03/13/2024
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 received a number of medical services between July 2023 and January 2024. The bills they sent me for a number of services (Physical Therapy) are WRONG. The bills claim I owe approximately $100 or more per service, when I should only owe approximately $20 per service. I have been repeatedly calling Rothman's billing department since November 2023 - March 2024 to attempt to resolve the billing issues, with no resolution. The billing manager will not get back to me. Every time I speak to a rep, they assure me that all my claims will be resent to insurance to correct the billing issue, and it never happens. I continue to receive incorrect bills stating I owe another $500, even though I've already paid over $500 for my services. I do NOT owe that much. Rothman is impossible to work with and they refuse to solve my issues. They even sent my bills to a collection agency. I'm disgusted.
Business Response
Date: 03/26/2024
Hi,
We have received the complaint and am investigating with our billing department. Will respond with specific findings and actions shortly.
****

******************************************, CHC, CPCO, GRCA, IPMP, EMT(I)
Director of Compliance
Rothman Orthopaedics
*******************
5th ************* #**
**********************
***********************************************************************
Phone: ************
Customer Answer
Date: 03/29/2024
[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: 21428581

I am rejecting this response because:
This did not resolve my issue. At this point, I just want my bill forgiven. It's been 9 months of back and forth. The amount of time and energy I've spent following up with Rothman with no resolution is unacceptable. This has been extremely stressful for me and financially draining.

Regards,

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

Business Response
Date: 04/30/2024
Hi,
We are still in process of reviewing with the billing department. We will respond with findings shortly.

Thank you,
********
Customer Answer
Date: 05/27/2024
I still have not received communication from the company or a corrected bill. My issue has NOT been solved.
Business Response
Date: 06/12/2024
Update ... letter being sent to patient today.

June 12,**24

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

Re:      concerns regarding physical therapy charges
            MRN # ******
            Date(s) of Service: all PT services
Incident #: 3142

To **************,

We have received your concerns regarding the billing of your physical therapy services and reviewed all notes and charges.

The delay in response is related to the Change Healthcare issue that occurred in April as it delayed us being able to retrieve some documents from the payor.

After review, it has been confirmed that your insurance was billed properly, and your insurance has determined that these amounts are your out-of-pocket responsibility for either deductible or co-insurance reasons.

Attached are examples of these electronic responses from your insurance company verifying insurance response that the amounts billed to you are your responsibility, per your insurance plan.

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

Sincerely,

            ****

******************************************
Director of Compliance
Rothman Orthopaedics
*******************
5th ****** ****** #**
*********************
***********************************************************************
Phone:************

CC:     Compliance Record
Customer Answer
Date: 06/12/2024
[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: 21428581

I am rejecting this response because: my insurance was not billed correctly and they did not create accurate EOBs. For example, my EOBs up until January 13, 2024 said that I didn't yet meet my deductible, but I did meet my deductible several months prior to that. I also met my in network out of pocket maximum. I should not owe anything. The bills are wrong.

Regards,

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

Business Response
Date: 07/08/2024
Hi,
We as the individual provider office do not determine if the patient has or has not met their deductible. This is determined in aggregate by the insurance company themselves.
Attached letter includes copies of electronic response (ERAs) from the payor themselves showing application of amounts to the deductible.
If a patient disagrees with what the insurance is applying to their deductible, the patient should contact the insurance directly, as that is not determined by the practice.
Sincerely,
********
Director of Compliance
Rothman Orthopaedics
Initial Complaint
Date:03/05/2024
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.
I received care at Rothman Willow ***** from June-October 2023. I paid the amount required at each appointment, (please see the attachment). On October 5, I had an MRI at Rothman MRI in Willow *****. I was quoted $400 for the procedure. When I paid the $400 before the procedure, I confirmed with the desk staff that this was the total I would have to pay for the procedure and she said, "yes". I wrote a note on the paperwork that I filled out before the procedure that the $400 was the amount I understood I had to pay. I am being billed $840.06.I have attempted to contact the billing area and have not been called back. The confirmation email message says that someone will be in contact within 24 hours. I submitted the call-back form on the Rothman website three times:February 27 @3:13PM January 11 @2:45 PM December 13 @3:18PM December 20 @3:24PM I received email confirmation each time I submitted the forms.I also called and was able to leave a voicemail on December 20 @10:14AM but did not hear back. Other times I had called the message was to submit a form on the website and the phone disconnects.I sent a letter with the last bill and included a check for what I owed them, (please see the attachment).I am requesting a billing adjustment.Thank you for any help you can offer!
Business Response
Date: 03/26/2024
Hi,
We have received the complaint and am investigating with our billing department. Will respond with specific findings and actions shortly.
****

******************************************, CHC, CPCO, GRCA, IPMP, EMT(I)
Director of Compliance
Rothman Orthopaedics
**********************************
5th ************* ******************************************
***********************************************************************
Phone:************
Customer Answer
Date: 03/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**************************************
Initial Complaint
Date:03/01/2024
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 had a surgery and post surgery treatment at Rothman Orthopedic during March-August 2023. During my visits I made co-payments in accordance with my insurance plan and co-paid for the surgery. During my visits I was told that I dont need to make any out-of-pocket payments since all services will be covered by my insurance plan. However, in November 2023 I started receiving invoices for every visit and x-ray that happened 6 months before. When I tried to call to the billing unit to get explanation they refused to provide any details about why I have been charged and they also started threatening me to pass my invoices to collection. I dont understand why I have been charged with almost $1,000 and Rothman refuses to provide me any explanation. I paid all my co-payments during visits and surgery (which was above $1,000) and shouldnt have been charged in accordance with my insurance plan. This center acts like a scam
Business Response
Date: 03/06/2024
March 6,**24

BBB serving Metro ************* and ******* ************
***********************************************************************-5789

Attn: *************************

Re: *******************, complaint # ********

Dear *******:

We received your letter dated March 5, **24. Upon receipt, a full investigation was performed.

Investigation Elements:
Reviewed notes.
Reviewed claims and billing logs
Discussed with Manager of Patient Responsibility in ************************ department.
Reviewed charge status.

Investigation Findings:
The patient has a balance of $223.31.
Post-operative x-rays are not included in the surgical charge bundle
Please see the breakdown listed below:
Date of service 05/16/23 post op visit, x-ray ($64.79 applied to the deductible per insurance) patient paid $35.85 on 02/01/24, remaining balance $28.94
Date of service 05/30/23 post op visit, x-ray ($64.79 applied to the deductible per insurance) no payment made by patient
Date of service 06/27/23 post op visit, x-ray ($64.79 applied to the deductible per insurance) no payment made by patient
Date of service 08/01/23 office visit (>90 days after surgery, x-ray ($64.79 applied to the deductible per insurance; $50 co-pay) patient made $50 payment on 8/1/23

Her last statement was mailed out on 2/12/24, she has now received 3 statements for the balances and is now in risk of being handed over to collections within her next billing cycle.

Based on the above, the current charges are accurate.

Please feel free to reach out to me with any questions or concerns.

Sincerely,

            ****

******************************************,CHC, CPCO, GRCA, IAAP, IPMP, EMT(I)
Director of Compliance,Privacy Officer
Rothman Orthopaedics
***************************************;
5th Floor,Office #**
************, ** 19107
***********************************************************************
Phone: ************

Cc:       Compliance record
Initial Complaint
Date:02/08/2024
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.
Was seen at Rothman *********** ****************** in February 2023 due to a broken toe. I visited the office once, was given an x-ray and a boot, which I was told the boot wouldnt be anymore than $30 out of pocket. I opted to see if my insurance would cover the boot and if not, I would cover out of pocket later. Later in the year, I received a bill from Rothman stating a balance of $1750. My insurance company (Freedom Life/United Healthcare) contacted Rothman several times for verification of the claim that was submitted but received no response and closed the claim. Additionally, the statement sent from Rothman doesnt reference my insurance at all, which is very questionable as my insurance provider had to have received something in order to notify me that the claim was being closed due to lack of response. I have a copy of the explanation of benefits from the claim (claim 230620579G) that was submitted but they failed to verify with my insurance. The total billed amount is very questionable, particularly, a charge of $664 Reconstructive Ortho Surgery. I did not have surgery and was only given an X-ray and a boot (which again, I was told shouldnt have been more than $30). I was informed by the office manager (*****) that the $664 charge was the office pre-charging for future visits; however I only attended the one visit for initial treatment and canceled the one follow up appointment as my toe was recovering and healing nicely. The office manager informed me that they are not allowed to revise the charge but after pleading, she stated shed speak with her manager and would give me a call back. The call never came even after two additional voicemails left. This makes a total of 5+ calls and emails to this office and no one has gotten back to me to date I have been trying to get this bill resolved with ******** since November 2023, to no avail. The pre-charging for visits that did not occur feels very fraudulent. After several attempts to get this resolved, I am at wits end and would like to file a complaint. I cannot go another several months with this lingering as its caused a lot of stress. I do not want to deal with any collection payments and simply would like the charge to be revised to reflect only one visit not 4 visits, as I was informed by *****. I've attached two documents for your review (the explanation of benefits from my insurance, along with Rothman's Bill). Please let me me know if anything else is needed to file this claim. Thanks, ***************************
Business Response
Date: 02/23/2024
Hi, Please see attached letter with response and attachments. Thank you!
Customer Answer
Date: 02/23/2024
[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: 21265236

I am rejecting this response to get additional clarity and to also provide further information, based on the response received. It appears my correct insurance provider is not listed on any of the documentation provided. Additionally asking for consideration to be made regarding the "bundled care" policy of billing for visits that were not attended.

Regards,

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

Customer Answer
Date: 02/23/2024
In addition to my previous correspondence sent, please review additional attachment regarding the provider discount.
Initial Complaint
Date:01/26/2024
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.
I made an appointment to see an orthopaedic doctor and was seen instead by a physician's assistant. I was not told I wouldn't be seeing an orthopaedic doctor. Further, I was charged $602.00 to be seen by a non-doctor. I feel as though I should have been given to option to decline to be seen by a non-doctor before being charged. I feel as though Rothman is engaging in false advertising. To make matters worse, they sent me a bill for $93.59. I am fully insured by United Healthcare and paid a $50 co-pay at the time of visit to see a physician's assistant, and they still want more money. They have ZERO customer service and I've spent hours trying to reach someone there by phone, which is why I'm reaching-out to the BBB for assistance to and report Rothman's unscrupulous business practices. Thank you.
Business Response
Date: 02/07/2024
We have reported your concerns to our management team. They will reach out to you directly to discuss this further. Thank you for your patience.
Sincerely,
Rothman Orthopaedics
Initial Complaint
Date:01/10/2024
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.
I received a bill for services from March 2023 recently for over $500, but Ive always paid relatively quick to avoid potentially missing something - I have a lot of Drs. Ive reached out to Rothman billing office numerous times, but havent each time got the message theyre experiencing higher than normal normal volume, states that we could go online to ask a question for a 24 hour call back then disconnects the call. I submitted the form last week and did not hear back - way more than 24 hours. I tried to call again today, but I received the same message and was disconnected. I waited through the voice prompts to get a live person and the woman stated they were closed and turned off the phones - its 3pm on a Monday. I asked to speak with a manager where she told me there was one and that I should try to call back another day. Heres the issue: I was double billed on 3/16/23, my insurance denied the second invoice, but Rothman is still trying to collect, which is leaving a bill over $500 outstanding that I do not owe. Im sure this could be easily resolved, but the customer service at this business is an absolute joke. I shouldnt have to spend any time dealing with this and Ive already spent way more than I should. I expect a resolution ASAP
Business Response
Date: 02/07/2024
We sincerely apologize for your experience. We have alerted our billing managers and ask that they reach out to you as soon as possible to resolve this matter. Thank you for your patience.
Sincerely,
Rothman Orthopaedics
Customer Answer
Date: 02/08/2024
[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: 21116000

I am rejecting this response because:
I would expect someone to have already looked into this and provide resolution. *** tried many times to get this resolved to no avail and now getting a response that someone will reach out to me is unacceptable. The only resolution to this matter would be that you looked into my account and found that you double charged me for the boot and youve removed that charge, making my balance zero dollars.

Regards,

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

Business Response
Date: 02/27/2024
Dear *******:

We received your letter dated February 23, **24. Upon receipt, a full investigation was performed.

We have reviewed the notes and documentation from the bill received for a service on 3/16/23. Based upon the documentation, we agree that the charge was entered twice for the boot in error. We have asked our billing team to retract the duplicate charge and adjusted it off on the patients account.

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

Please feel free to reach out to me with any questions or concerns.
Sincerely,

            ****

******************************************,CHC, CPCO, GRCA, IAAP, IPMP, EMT(I)
Director of Compliance,Privacy Officer
Rothman Orthopaedics
***************************************;
5th Floor,Office #**
************, ** 19107
***********************************************************************
Phone: ************

Cc:       Compliance record
            *************************

Customer Answer
Date: 04/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. I wish it didnt have to take 20 plus calls and filing a BBB complaint get this resolved. I would suggest looking at the leadership in the billing department because I cant be the only person this is happening to.

Regards,

*************************
Initial Complaint
Date:01/02/2024
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 received a bill from Rothman for $104.89.It was not clear what I was being billed for. I called my insurer (*****) and was told I have overpaid at each visit and should talk to Rothman about the overbilling and the $104.89. I have paid the required additional fees at each appointment prior to treatment. The billing number has been unable to take my call for 2 weeks and gives instruction to leave a message on their portal. During the 2 weeks I have left a message on the portal 3 times. The Rothman recording states that I will get a call back within 24 hours. This has not happened. There are no alternative methods to reach the billing department. Statement date 12/07/2023, account *****, $104.89
Business Response
Date: 01/18/2024
We have reported this detail to our billing management team. They will reach out to you as soon as possible to review this with you. Thank you for your patience.
Customer Answer
Date: 01/19/2024
I was finally able to call the billing dept directly. This phone number was provided to me after complaining to one of the staff scheduling appointments. The phone number she gave me was not on the website, on the billing recording or on the mailed statement. I expressed my frustration but I realize she was in not in a position to comment on their billing procedures. And, yes my bill was incorrect, but has now been corrected.
Initial Complaint
Date:12/31/2023
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.
I am writing to dispute the charges of $342.25 from Rothman Orthopaedics NE from 3/3/23; Account number *****; Claim: ******. As the *** shows, Aetna, my insurance carrier, states You do not have to pay this. There is NO separate benefit for this procedure. It is included in the global fee for the procedure (T70). To be abundantly clear, once I received the bill on 7/5/23, I have made MULTIPLE attempts to deal directly with Rothmans billing office. Specifically, I have done the following:7/5/23 I called the office at 6:03 pm and left a voice mail as the office was closed. Received NO return call. I also called Aetna member services who advised me of the above statement also indicated on the ***.7/7/23 I called during office hours and was put on hold. The prompt allowed for you to leave your number and you will receive a call back. I NEVER received a call back. 7/13/23 I sent an email message through the website. I NEVER heard back.I received NO statement in August so I assumed the billing error was resolved! 10/30/23 I called at 3:38 pm and was put on hold but left call back. This time ******* retuned the call the same day. I explained what ***** has stated from the ***. She stated that she was noting the account and sending to team to review and will follow up. No one followed up and as of 11/30/23, I received a collection notice! AND, I was contacted by phone by a member of the ************* the day after Christmas though I have until 1/14/24 to respond to Remex. This has been a time **** and very stressful.
Business Response
Date: 01/16/2024
Thank you for reaching out and providing such detail. We have alerted our Billing Managers to look into this as soon as possible. They will follow up with you directly to discuss this further.
Customer Answer
Date: 01/18/2024
The response from Rothman is NOT a resolution. ***** has called them on my behalf. I received a vm but the number they left to call back was a number I could not leave a message. I gave NOT been contacted by Rothman yet. Nor have I received any adjusted bill indicating removal of charges.
Business Response
Date: 02/27/2024
Dear *******:

We received your letter dated February 22, **24. Upon receipt, a full investigation was performed.

We have reviewed the notes and documentation from the bill received for a service on 3/3/23. Based upon the documentation, we agree that the charge was entered in error, and documentation does not support separate charges outside of what is included in the surgical global package from surgery performed on 2/2/23. We have asked our billing team to retract the duplicate charge and adjusted it off on the patients account.

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

Please feel free to reach out to me with any questions or concerns.

Sincerely,

            ****

******************************************,CHC, ****, GRCA, IAAP, IPMP, EMT(I)
Director of Compliance,Privacy Officer
Rothman Orthopaedics
***************************************;
5th Floor,Office #**
************, ** 19107
***********************************************************************
Phone: ************

Cc:       Compliance record
            ***********************
Customer Answer
Date: 04/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
However, I want to be very clear that I attempted to resolve the issue multiple times but Rothmans business department was 1) extremely difficult to reach anyone by phone and when I did obviously they took no action, 2) never responded when I sent emails through their website, 3) sent this bill to collections even with multiple attempts by me to resolve since Aetna was clear I should not have been billed, 4) only resolved because I involved BBB, and 5) I heard through other patients this seems to be a consistent practice by them.
How am I compensated for the time and aggravation that Rothmans billing cost me? The only right a consumer can- I switched to another practice. Not sure that matters but I wish it did.

Regards,

***************************
Initial Complaint
Date:12/20/2023
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.
I went to rothman orthopedics on 10/30/23 to see dr ************************* regarding pain on lateral edge of right foot. I was initially diagnosed with possible stress fracture of right fibula and peroneal tendon tear. As part of this visit rothman orthopedics deceptively sold me a walking boot for which they overcharged me $247.50. They never once said to me that I could buy a similar walking boot on Amazon for just $50. They deceptively said to me the doctor wants to see you walk out of this office in a boot. This deceptive statement made me think that I had to purchase the boot only from them. I had a follow up mri on 11/18/23 which showed that the initial diagnosis was incorrect and I did not have a stress fracture nor a peroneal tendon tear. So rothman charged my insurance $608 (1200% markup) and me $247.50 (400% markup) for a boot that can be purchased on ****** for just $50 or less. I would like a $200 refund for the prescribed overpriced boot which was deceptively sold to me based on an incorrect diagnosis.
Business Response
Date: 01/02/2024
We have reported your comments and concerns to our Business Office Manager. Our team will contact you directly to discuss further.
Sincerely,
Rothman Orthopaedics
Customer Answer
Date: 01/10/2024
[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: ********

I am rejecting this response because:
This issue was not resolved. I would like a $200 refund for the overpriced boot that was deceptively sold to me as detailed in the initial complaint

Regards,

***************************************
Business Response
Date: 01/11/2024
Please contact us at [email protected] regarding your concerns.
Sincerely,
Rothman Orthopaedics
Customer Answer
Date: 01/23/2024
[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: ********

I am rejecting this response because:

You didn't address my complaint. Please provide me with a $200 refund for the wickedly overpriced boot that was deceptively sold to me based on an incorrect diagnosis.
Regards,

***************************************
Customer Answer
Date: 01/29/2024
1/24/24Rothman rejected my refund request by mail. I disagree their rejection. See below for my email on the subject. Please post my complaint to better business website so other customers can avoid their price gouging
1/24 to *************************************** Director of Compliance Rothman Orthopedics
I disagree with your decision not to refund me $200 for the overpriced boot that your medical device folks sold to me deceptively. Your medical device personnel said the doctor wants to see you walk out of this office in a boot today. This statement is the definition deceptive selling. At no time did your employees say that I could purchase this same boot for $50 or less on ******. Furthermore the diagnosis was incorrect as the mri confirmed no stress fracture nor tendon tear. So the prescribed overpriced boot completely unnecessary.
Since you will not refund me, I will proceed with my better business claim and ask that they post to the rothman complaint to their website to warn others. This way potential rothman customers might be able to avoid your deceptive sales practices and your price gouging. I will also make a complaint with ************ ********** and **************** for your deception and your price gouging. Moving forward, should preface every customer sales interaction on medical devices by stating that the recommended devices can be purchased directly from ****** for fraction of your prices. Gouging your customer is unconscionable and not good for business.

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