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:07/01/2024

  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.

  Late Sunday night June 23rd, 2024 rolling into Monday, June 24th, 2024 I arrived at the ER department of **** ***** via Ambulance ride with severe pain in my right foot and not being able to stand on my right foot at all. After the X-ray, we found a shard of glass that was so deep into my foot that it was right up against the bone. The ER Doc attempted to remove the glass but it is too far and now requires surgery. I was given an ambulatory referral the next day to Dr. Sonya C**** over at ******* **** ******. When I arrived here and after another X-ray was taken by her office we had surgery scheduled for July 2nd, 2024 at the Ambulatory Surgery Center. The Nurse called me back on that Thursday June 27th, 2024 and got my hopes up saying Dr. C**** had a cancellation and that she could do my surgery Friday June 28th, 2024. Then I got another phone call with them saying my "primary" insurance will not pay for the surgery and that my surgery was cancelled even though I also have ********. So, I asked did she try the ******** she said No. I attempted to call the Ambulatory Surgery Center to ask about the authorization I spoke to someone named Brooke. Brooke was very unprofessional from the moment she got on the phone she was talking loudly and fast. I politely asked her to lower her voice and talk a little slower as I was still in a lot of pain and I had a headache. She argued with me about ****** ******** (whoever that is) being my primary and I stated I spoke with ******** and that she needs to try through them she said she would not be doing that because I have a primary that doesn't cover surgery. After they attempted to try ******** at the ******* **** ****** she found out she didn't need any authorization and the surgery should have never been cancelled but, Ambulatory Surgery Center would not put me back on schedule and said I had an attitude over the phone and that I can have my Surgery elsewhere. This is keeping me from school and work and they don't care.

  Business Response

  Date: 07/01/2024

  We are a free standing privately owned ambulatory surgery center and not a hospital that is required to treat patients in an emergency. We do not accept emergency patients as we are not an emergency facility. This patient was referred to the ER as she said she was having a medical emergency. We were unable to treat the patient at our Center because her insurance is not in network with us. We advised she contact her surgeon to be moved to a facility that accepted her insurance. 

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********,and have determined that this does not resolve my complaint. 
  
  
  
  The statement of we will not accept this patient due to her having an attitude on the phone is the problem. The insurance was not a problem because I have Full ******** so unless they don't accept ******** why are they lying about why they decided not to service me?
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 07/01/2024

  This patient did not have full ******** insurance. We have a  response from ******** verification that shows she has a different primary insurance. We are not contracted with this primary insurance and therefore unable to provide services. 

  Business Response

  Date: 07/02/2024

  I have attached the insurance verification for ****** ***** who issued a complaint. Her ******** came back as having another insurance of which we are not in network with and do not have a contract for services with. 

  
  

  We are not a hospital and do not have to provide services such as an emergency room. 

  
  

  I also spoke to ** ***** on the phone and not in person so I am not sure how I would know her race or ethnicity. 

  
  

  I am not sure how to appease ** ***** but here are is the information we based our decision on. 

  
  

  Please let me know if you need any further information.

  
  

  Brooke B****, RN, BSN

  Administrator

  Customer Answer

  Date: 07/02/2024

  [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:05/20/2024

  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 went to the Ambulatory center for outpatient procedure on 11/21/2023. I paid upfront price of $318.60 for the use of their facility. My EOB from my insurance company shows that I should have only paid $163.00. I have attempted to contact the billing department 3 times about this overpaymnet and they have stated that I am owed the balance, but unfortuntally I have not receive the refund that I am owed. I have now been waiting 6 months for my balance refund and all of my calls just go to voicemail when I call the billing department. Is there anyone that can help me?

  Business Response

  Date: 06/13/2024

  The refund of $155.60 was issued to the patient after review. This refund was sent prior to us receiving this complaint. 

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 the Ambulatory center for outpatient procedure. I paid upfront $784.40.
  Insurance paid $1838.05 or agreed upon services , leaving balance of $459.51 owed by me.
  However I had paid $784.40 upfront. That means they owe me a refund of $324.89
  I and ** of Sc called them about this and they hung up on **** *****, I have called the Ambulatory center every month since August when they said it had been reviewed and I would get refund. Each time since they say it's processing. That now been a year.