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:03/19/2025

  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 am writing to formally file a complaint against Texas Oncology regarding unethical and predatory billing practices. I am a cash-paying patient who recently visited Dr. ****** *************, a urologist, for an outpatient visit on February 28, 2025. I paid for the entire visit in full, at the time of service, totaling $290.50 for the visit with the doctor.However, despite my payment, I was later sent a harassment notice from Texas Oncology requesting an additional payment of $274.50 for the same outpatient visit on the same day. This request for extra payment is completely unjustified, as I already paid in full for the service when I was there. I believe this is a deliberate attempt by Texas Oncology to confuse and manipulate patients into paying for services that have already been paid ****** is extremely troubling to think that a company would engage in such deceptive practices, particularly when it seems to target vulnerable individuals who may not have the means or knowledge to dispute these erroneous charges. This type of billing is not only frustrating, but also amounts to harassment, especially for elderly patients who may be more susceptible to such practices.I am deeply concerned about the ethical implications of this behavior and believe it reflects poorly on the company, particularly given the name Texas Oncology. They seem to be the true cancer in the healthcare system, preying on individuals for financial gain.I request a full investigation into this matter and immediate action to address the fraudulent billing practices by Texas Oncology. I would also appreciate guidance on any further legal action I can take to protect myself and others from being subjected to similar tactics.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

  Business Response

  Date: 04/03/2025

  I have reviewed the patients account, and I do see the upfront payments that the patient has made at each visit. With self-pay patients we have to request a self-pay adjustment and that can take up to 30 days to process. After review I see that the patient does not have an outstanding balance at this time. We have requested a rush on the self-pay adjustment for his most recent visit to prevent more statements being mailed to the patient. 

• Initial Complaint

  Date:01/08/2025

  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 visited Texas oncology on June 2024 due to low ferritin , before visiting the doctor ****** ********** I checked by call and at doctors office if my visit was covered by insurance. They directed me to billing department where they promised me it was covered however they will receive authorization in few days. I visited the doctor and she hardly spent 2 minutes on me and informed me I should do iron infusion and left quickly, I asked few questions but she din't bother to answer them and they made me do blood work again as it was past two months from my old blood work , again I was communicated this was covered by insurance. After few weeks I was not sent any bill for doctors office and I assumed it was covered and I got call that my insurance has authorised my iron infusion. During scheduling my iron infusion I asked about charges and they directed my to billing and they promised me it was covered, later after my first infusion I was sent a full bill amount and nothing covered. I'm sure all the people don't have knowledge on the copay and coverage, they just decide the visit based on your words. I was scheduled few more infusions in July 2024 but I dint return back due to my huge bill $737 for one docto's visit and one infusion. The whole billing department of texas oncology is corrupt and they keep directeing my calls to different people and nobody fixed the issue of proper communication. I'm also upset of ****** ********** as she din't even respond to my question of alternate to iron insufion if my insurance doesn't cover after charging $300 for the visit that day.They asked me to schedule another visit to discuss another option of prescribing pills, how do you think will people visit you for 2 mins when you don't even cover options in one visit. I'm not comfortable in paying my bill for miscommunication on my visit and expect to contact further higher levels for help on this matter, Please request you to give right information to patients and not mislead them.

  Business Response

  Date: 01/20/2025

  Hello,

  This patient has been financially counseled on multiple occasions since and prior to her alleged complaint. She signed a cost estimate for her infusions in July which showed she may potentially owe $2,279.25 for 5 cycles of iron if her insurance would not cover the infusion treatment. 
  
  Our revenue cycle supervisor - ***** ***** has spoken with this patient over the phone/email trying to explain things and help her by offering her a financial assistance application to try for a hardship. The patient has refused to allow Texas Oncology to work with her for financial assistance. At this time there is nothing additional the site can do for the patient if she will not allow us to help her with financial assistance. 

• Initial Complaint

  Date:12/07/2023

  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.

  08/22/2023 Appointment with Doctor ***********************08/25/2023 ******************* report a billed for $707.- Minus $459.50 Plan Discount = Amount due $247.50. for what?? 09/14/2023 Texas Oncology bill received with a Charge for $257 Office/Outpatient new 20 minutes and $450 Diagnostic Anoscopy. 09/15/2023 My wife called to claim the Anoscopy because NEVER was performed. 09/22/2023 again called my wife, and ****** informed her that the Doctor agreed to dismiss the charges and the Billing Manager had to update my insurance. 10/17/2023 Received another bill $247.50 11/02/2023 I sent a Medical Bill ******* Letter to a PO Box in *********. They picked up on November 14, 2023 ... never answered.11/17/2023 Other bill $247.50 (Red-letter)11/28/2023 I spoke with ****** will send dispute charges on hold. Never received a call or letter or anything.

  Business Response

  Date: 12/28/2023

  ********************, 

   

  We have discussed with the provider ********************* as ****** stated and he has agreed to waive the charge for the $450.00 diagnostic anoscopy. Thank you for bringing this to our attention. We have corrected the account as of today 12/28/2023. You have a zero balance on your account. We apologize in advance for any confusion and will look into the ** Box in ********* as we do not have a ** Box in that City. We also do not have an employee named ****** so I will look into who you may have been speaking with. Please rest assured your account is corrected and you do not have a balance with *********************** 

   

  Thank you, 

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

  Revenue Cycle Manager- Patient Facing **** 

• Initial Complaint

  Date:03/30/2023

  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 visited Texas oncology on Nov *************************************************** to take iron pills. I asked if there are better and faster options besides taking daily. She talked about infusion. I asked if there is a charge that I have to pay for it. Someone came back and told me that I don't have to worry about it. It is covered by my insurance. Then I schedule the appointment a week later or so. When I came to do it no one mentioned any charges but after six months later I got a bill saying that I owe $391.09 to Texas Oncology. I called the billing department to validate what it was, then they ask me to contact my insurance which I did. My insurance said that they paid the first one and would look at why they didn't pay the second so I asked for more time from T.O billing. My insurance came back stating that charges were too high by the provider and that was all they could cover.I called back T.O billing to explain that I was never informed about who covered how much and what would be my cost of share before the infusion. If I would have then I would have a chance to make my own decision instead of receiving this surprise bill. Someone called me back a day later for offering 50% off and I disputed and said I should not be paying for something that I misinformed about and she explained that is all she could do and I need to talk to the financial helper at the local branch for full dispute. I have spoken with ****** at the Stone Oak location and she said she was sorry that back then there was nobody to do what she does now and that she could write an email to the director about how I was not properly informed before the procedure. She called me back the same day stating that director "*****************************" responded by saying I was informed by receiving the bill and I should be paying full with no discount. I asked her what the director responded to due to misinformation and misdirection. She said the same thing about the bill, nothing else and was sorry about it. I asked ****** to send me her response to my email she said because it is internal she can't. I asked the director to contact me or email me directly so I can listen to her respond to my actual dispute.I did not receive any call backs or email or any contact attempts from ***************************** but instead I have received an email about collections from ****************************. So I found out that they have sent the bill to collections. I called back on February prior to balance has been sent out to collections and spoke with ****** on 02/03/23 she stated she will put a hold and call me back but there was no call back. I called back again on March they took my info for call back from a supervisor but it has been 4 business days and still no call back. I am stuck with their surprise bill with no one to dispute as well as it has been sent to collection to ding my credit, Now I am not just disputing the charge, I am also filing a complaint about how they are running this business at the Stone Oak location as well as call center. I am very frustrated that all they do is brushing it off and they don't even bother to contact me after the mess.

  Business Response

  Date: 03/31/2023

  **************** insurance did pay for the services and the balance sent to the collection agency was for her deductible, *************** received Explanation of Benefits from her insurance carrier describing what they paid and what her responsibilities were. The amount in question $391.09 was sent to collections on 1/31/2023 two years after *************** received medical care from Texas Oncology. *************** received statements from Texas Oncology in September 2022 and December 2022 detailing the balance owed, opportunities to create payment plans or discuss other payment arrangements. 

  Attached are copies of the statements sent to ***************, a summary of her account transactions and EOB's from the insurance company. 

  Although there is no obligation for TxO to adjust the balance for ***************, Texas Oncology has made the decision to adjust the $391.09 and withdrawal the collection agency placement.

  Customer Answer

  Date: 03/31/2023

  Complaint: 19875628
  
  I am rejecting this response because:I have contacted many times for every statements I got and i kept getting a response that they will get back with me. I even request to talked to the director who made the decision for not writing it off. Her respond was that they kept sending me the bills. They did jot respond my dispute which was about the charge that I would pay before the infusion and I ended up getting this surprise bill. All they have been saying that they have sent the bill for the service they provided. I have not been informed about the cost if anything I asked if I will be paying anything before the infusion and the person who checked and came back to talk me no I am good because my insurance covers it. So my dispute still has been been addressed properly and my attempt to speak with director, supervisor or corporate office was ignored and left out. I am not happy how they forced me to do this by sending to the collections with wrong lead as well. When I called billing to express my concern due to time frame they told me that they were gonna put on hold before sending collections but without telling they sent it anyway. When I called back to request to speak someone again, all they did was taking my information and not even bother to call me after a week. Thats why I am filing this complaint because this business has no ethic or moral for what they said they would do to begin with.
  
  Regards,
  
  *********************** ******