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:09/27/2022

  Type:Service or Repair 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 an appointment scheduled for over a month to see Dr. S********. The receptionist was very rude, and not welcoming at all. Right of the bat requested that I pay $233.00, they said I couldn't be seen unless I pay. I asked multiple times if I could be bill later for it, but they said no. I rquested to speak with the manager and she was rude as well, I explained my financial situation, but they wouldn't badge. After going back and forth I provided my insurance. However they denied medical services to me. This was a follow up appointment due to s vehicle accident I experienced a few months ago and been experiencing serious illness and I'm concerned my condition is getting worse. However, the manager checked with the doctor and said the doctor couldn't see me. This is the opposite of what a health professional is supposed to do in society. I felt that this was a personal attack based on my looks and enicithy background. I felt I was a victim of racial profile. The front desk personal need to be retrain on how to deal with patients, be more compassionate and understanding. I belive my right as citizen have been violated. Now I have to wait about another month to be seen for my condition by a different doctor. Even though this is a private practice, no patient should ever had to expirenced what I went through. This is should be illegal. So disappointed. Their payment policies need to be updated.

  Business Response

  Date: 10/17/2022

  The patient came in to the office, stating he had no insurance when we were collecting his information to start his chart. When he called to make the appointment on 8-31-22 he stated he had insurance and that we do not bill automobile insurances. He was aware he needed to use his own. Since he stated he had no insurance we told him the self pay fee, and that we collect it before seen. He started to be rude and stated that he had no money, and that we should bill him. We explained that we do not bill for first time patients. That it would need to be collected up front. The self pay discount  is half of the full price of the visit. The price was $233, and we also offered him to pay at least half of that that was $117 but he refused. After going back and forth with the same conversation, my front desk staff called me to speak to him. I came up and explained our policy, i also reminded him that he had told us he would use his insurance. During the time i explained that we were not associated with the hospital since he kept insisting that they are billing him for his visits. I explained we are a private practice and not affiliated with the hospital. Offered him a number to the Neurologist next door that are associated with the hospital but he refused. He started calling and texting while at the front window. He was loud and rude while complaining to the person on the phone. We felt uncomfortable and we had security ready to be dialed.   

  After a few minutes of that, he came back to the window and gave us his insurance card, After all that back and forth. I took the card and was about to put his information in the system and was giving him the paperwork for him to fill out. When he started to complain, in a  more loud voice, that we were going to be sued. That he was going to call his lawyer and that he would sue us for the treatment he was getting. His approach was very rude and trying to intimidate us. Even after we told him that the doctor would see him. 

  Our doctor heard the way his approach was and she stated that we would not see him since it was making us feel uncomfortable. I explained to him that we would not be able to see him since he was not happy with the service we would be providing, i gave him information for another neurologist next door. He got more upset, and stated that he had never been treated this way. I apologized to him and told him we would not be able to see him if he felt we treated him wrong but we would not take any kind of rudeness or threats to our staff. After he left, the patient that was on the waiting room also explained to us that she felt very uncomfortable with his behavior. 

  We work with lots of patients that are self pay and we offer self pay rates, and a payment plan on the follow ups. We are an office of all ladies, and we have members from different cultures and countries. In no way, shape or form do we discriminate our patients.  But we do have the right to refuse service to someone that is yelling, cursing and or threatening us that is making us feel uncomfortable. 

  We have the documentation with the above details in the chart. And we have at least 3 people that have commented on the documentation on how he made us feel that day.