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:06/08/2023

  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 requested to be seen for a physical which I explain when making the appointment that my insurance covered 100%. I was seen and according to my insurance company the visit was not billed as a physical. So at that time I started to call and left repeated messages to be called back never being able to talk to anybody about my bill. On 10/24/2022. I was scheduled for a follow up which I canceled. While continuing to call on average once to sometimes twice a week leaving a message every time I've talked to the front desk and scheduling both telling me I have to talk to billing. I have ask if they had different numbers I could call and was told no. On 11/1/2022 they started charging for missed appointment. So now on top of not returning my calls they have billed me for missing an appointment on 10/24/22 $25.00. Which that policy did not start till after my appointment which I have proof. It has been over 8 months with no call back. they did the same thing to my husband ( tried to charge for something they did not do ) and now they will not even see him I like my doctor and I fear because of the incompetence of the billing department I will be denied to be able to see my doctor.

  Business Response

  Date: 06/26/2023

  After reviewing the account for ******************, it's noted that first of all, we did attempt to reach her by phone when we received a letter from her on 6/23/23; however, there was no answer and no call back to the number and extension we provided.   If ****************** is referring to her visit on 06/07/21, this was billed as an examination to establish with the practice, and per the physician and his chart note, was not an annual physical.   Although the payer involved may pay their full allowable on preventive services, in this case, multiple medical issues were addressed and the physician determined that billing for evaluation of these conditions was appropriate.  There also seems to be some confusion on the patient's part in understanding their insurance coverage, as in review of the responses from the payer, there is a large deductible to satisfy before the payer will actually pay on claims.   Despite multiple attempts to explain this to ******************, in addition to mailed notices along with copies of insurance remits we received regarding claims for his services, we did not receive payment for the balances which were left to patient responsibility by the payer.  We are willing to waive the $25 Missed Appointment charge, as the patient feels she was not made aware of this new policy at the time; however, she remains responsible for payment of her balance from the 06/07/21 visit.

  Customer Answer

  Date: 06/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: ***** has called once but only once in regards to *******. Which is why ******* repeateedly called to talk to ***** they have yet to return any calls numbering in the teens. I have since sent half of the payment minus the 25 dollar missed appointment fee notating my intentions and sending remaining balance on 6/28/23. As far as my husband ***** the same interaction was used but ***** tried to bill for something they did not do and then told my husband he could not be seen again there. I would like for my husband to be contacted in regards to his bill so as to resolve that debt and be aloud to see his doctor after a resolution of the bill is agreed to.
  
  Regards,
  
  *****************************