Complaints

This profile includes complaints for Carolina Podiatry Group-Lancaster's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carolina Podiatry Group-Lancaster has 2 locations, listed below.

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  Carolina Podiatry Group-Lancaster

  1190 Highway 9 Byp W Lancaster, SC 29720-1709

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  Carolina Podiatry Group-Lancaster

  9789 Charlotte Hwy Fort Mill, SC 29707-7177

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:11/11/2024

  Type:Service or Repair 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 formally request an investigation and response regarding my experience of being denied medical care at Instride Carolina Podiatry Group, located at ********************************************************************************, on November 11, 2024, at 1:45 pm. I have been experiencing significant pain for weeks and was seeking follow-up care, which I scheduled in advance, ensuring that the necessary authorization from my insurance provider was in place. I made considerable preparations to attend this appointment, including arranging for transportation and accommodating my work schedule to make the 45-minute drive. Despite these efforts, I was ultimately refused care due to alleged lack of authorizationa claim that was inaccurate, as confirmed by my insurance provider. Upon arrival, I waited 15 minutes before being taken to the examination room. There, the doctors assistant informed me that they could not proceed with my care because, according to them, authorization was not on file. I explained that I had verified the authorization beforehand, and I offered to pay out of pocket to receive the care I urgently needed. However, the assistant brought the doctor into the room, who reiterated that authorization was absent, suggesting I return after securing it myself. Following this interaction, I promptly contacted my insurance company, which confirmed the authorization and provided it to me within seconds (Authorization Number: UM68096583). I then called the office and provided the authorization number, which they had previously stated was missing. Additionally, please reference the applicable North Carolina laws regarding a medical providers responsibility to offer care to patients in pain, particularly when proper insurance authorization has been secured. Furthermore, I am seeking reimbursement for the costs associated with todays visit, including fuel expenses and lost wages due to the missed appointment.

  Business Response

  Date: 11/20/2024

  I received Ms ****** complaint call about the ****************** staff failing to provide her with the desired services due to not yet receiving authorization.  She did offer to pay in full but the staff discouraged this because we try not to take large amounts of money from patients unnecessarily. Ms ***** then left angry. After she left,she contacted her insurance company and was able to obtain a verbal authorization. She called the office back to tell them and they asked her to come back. At that point, Ms ***** was too upset and already on her way back to work and refused. I do understand Ms ****** frustration with how her appointment was handled and agree that the staff should have handled things differently. I assured her that in no way was there any outright refusal or malice in not providing the services on that day. In their minds, they were trying not to provide unauthorized care that would cause insurance denial. We in fact, did not have authorization in writing. Yes, the assistants should have taken the extra time to get on the phone with the insurance company while the patient was in the office.  Unfortunately,the staff at that location was young and inexperienced on how to handle difficult situations like this. I assured Ms ***** that it wasnt just an excuse but lack of training and we would make sure the staff received additional training and were better equipped for future encounters. I continued to work with Ms ***** throughout the evening and the next day trying to get her into another office closer to her. I acknowledged our short falls and apologized for the way things were handled. These staff has since received additional training.  We would like to make things right by providing her with the care and service she deserves if allowed.  We do not feel that its appropriate to reimburse for gas/wages, however, we can adjust off the remaining balance from her initial visit. 
  

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.