Complaints

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• Initial Complaint

  Date:07/31/2023

  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.

  On Feb 9 2023, I got an email from M2Anesthesia that I need to pay $350 for anesthesia services provided for my son's dental related issue.I made a call to understand the charge as I was not told that the charges will be out of pocket as my dental insurance does cover anesthesia services. I reached out by phone and then email to understand why they fail to inform me before this out-of-pocket cost. M2 Anesthesia agreed that they fail to inform me before procedure as usually they sent email informing about it. In my case they fail to do so and after the procedure M2Anesthesia expect me to pay full amount. I asked them if M2Anesthesia can provide some discount has it an unknown charge for me and then apply for insurance claim and provide that refund to me.They agreed to discount for $50 and then refund me the insurance. I paid them $300. After several months when I didn't hear anything back from them, I checked about insurance refund, seems like they got the refund, but they are not willing to send that money back to me.In a nutshell, If they had informed me about this earlier, I would have taken an in-network provider and only paid them $30 whereas I end up paying them $300 and a lot of mental stress because M2 didn't leave any chance to ****** a single ***** from their customers.Also, at the time of procedure, they are instructed to take photos of my credit card (both sides) and whatsApp to their bosses which also felt like a breach in my person information with non-secure channel. Due to this, I also had to block my card and request for re-issuance.Over all, due to all of these, what I have gone through that I am expecting them to refund me $270 as that's what I would have paid if I had known before.

  Business Response

  Date: 08/08/2023

  Please see attached letter.

  Thank you,

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

  Office Manager

  M2 Anesthesia

  Phone: ************

  Fax: ************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20393037
  
  I am rejecting this response because: because both of the claims mentioned in the response that came from business is not accurate. 

  1. M2 anesthesia have never informed me that M2 anesthesia does not present in the insurance network. What they told me is that, the way M2 anesthesia work is basically first charge fully to customers and then file for insurance and refund whatever amount insurance pays back to customer.  Please ask them to produce any documentation or whatsoever that confirms their claim that I was informed that M2 anesthesia will be out of pocket, and they are not in the insurance network. There was no email or any kind of conversation whatsoever in this regard. In fact, before starting the procedure, they took a photo of my credit card (both sides) and send it to their office. The option they gave me to take my 2 years kid back to home who was already very cranky due to early morning procedure and come back again or give the credit card to take photos and send it over WhatsApp. Again, they never informed that M2 anesthesia is out of pocket before the procedure.

  2. This line from the response is also not true, "Our staff informed the patients father that if the insurance company paid more than the discount that we offered, we would refund the excess amount."
  As you can clearly see from my attachment, in the email exchange that ****************** mentioned that "We have agreed to give you a $50 discount. Please pay $300 online today and we will submit a claim to your dental insurance. ".  She never mentioned excess amount. 

  I want to make sure this is documented in public so that other patient gets also informed about what they need to go through physically, mentally and financially when it comes to M2 anesthesia. Please make this public so that others can take a conscious call before opting for them.

  
  Sincerely,
  
  ***************************