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:09/14/2022

  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.

  Went here for a counseling about spine treatment. went over the details and agreed to pay $3,511.77 for 40 treatments on 6/9/2022 after being told this was the amount not covered by my insurance. On or around Sept. 13 I was informed that my insurance was not covering what I had been previously told. this information was known by them for some time and I was not informed or given a chance to put things on hold till resolved or refund my payment. Options were to pay more money to them or use the remainder of my payment for 5 more treatments.
  I feel that I should have been informed immediately and given options. Knowing this I would have taken my money back rather than being shorted in being treated.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/21) */
  In response to BBB Case# XXXXXXXX
  
  Patient and I met on 9/8/22 to discuss his insurance was not paying as they had verified.
  We verified his benefits and gave a financial accounting to him for services he would receive based on that verification. The form he signed indicated the numbers were an estimate due to our knowing an insurance company always states these benefits are not a guarantee of payment.
  Once we received the initial denial from the insurance on June 20, we immediately reached back to them to appeal based on the verification and reference number for that call. The representative agreed to send our request up the chain of command for review. After some time passed, we received notice their original adjudication of the claims would stand as the therapies were not covered.
  We put a message on the BBB claimant's next appointment to let him know and ask his help in
  presenting the case back to his insurance considering the original verification. I met with him on 9/8/22 and explained all of the above. He asked why we didn't tell him when we first learned of the issue and I explained to him that we get denials often and usually are able to turn them around for our patients. We had no reason to think this one would be any different as we had the verification yet his insurance was standing firm. I gave him the verification information and encouraged him to call them as he is their
  client and they may be more responsive to him.
  The patient (claimant) continued to come in for his treatment and rated us on social media a 5+ star
  rating up to the day before this complaint was filed. The service being rendered is as it should be and our efforts to file and collect from his insurance has been everything it should be. The unfortunate component here is the insurance not paying as verified and my desire to protect the patient/claimant from undue worry in case we were able to get it handled. I did acknowledge with the patient/claimant I understand his desire would have been to know we were having an insurance issue even though we were working to resolve it for him. He did agree he would notify you that we have talked and resolution was reached.
  Please accept this as our response to the complaint.
  
  
  Consumer Response /* (3000, 7, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes we have met and talked about the situation. Obviously on disagreement on who is to blame and why. I did give the 5+ rating but that was for all the front line workers I deal with on my visits. They are not at fault here. I am also finishing my treatments there. I was told that I have 3 left of my $3511.77 amount paid for 40 treatments. We have talked again but we have in no way reached an agreement on any compensation toward my 40 treatments. As mentioned in another complaint they have their money and I (we) are not getting the full service. They know that the BBB can not make them do any restitution toward clients that have been wronged. As mentioned earlier we have not reached any type of agreement. This is an issue that clients need to address when they arise and bring them to a stop. The insurance paper work will always be their way out of these issues.
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  Good morning. I am happy to report our Doctor has agreed to accommodate claimant's request. He will receive his treatment as originally discussed even though his insurance is not sending payment on his behalf for those services. This information is also being communicated to him today. We expect this will handle this complaint to a satisfactory state.