Complaints

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• Initial Complaint

  Date:03/21/2025

  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 took my son to the Doctors ******** in Fort Payne, *******. I never had any issues until they switched their billing to the Doctors ******** on Rainbow Drive in Gadsden. I was sent a bill of $104 (along with a $15 one from a few months back but I cant get anyone to answer the phone to pay that one as well) that I need to pay so it doesnt go to a debt collector. I have tried SO many times to call. Every time I call, I get sent to voicemail. I just need to pay my bills. I looked up the address on the bill and realized Oh its an actual doctors office. So I called the location in ******* (the office part not the billing part) and FINALLY!!!! I had someone on the phone. She said she would transfer me to billing and I asked her not to because they would just send me to voicemail. She then transferred me to her office manager. What a relief right? Wrong. I explained to her what was going on and she wrote down ALL of my card info, my email for a receipt and said she would take it upstairs to billing. Thats been nearly a few days now and it still hasnt been taken out of my bank account. I simply want to pay my bills. THATS IT. Please Ive never done this before. I need help. Im so annoyed and this is my last resort. Also, now that they have my card info and they havent done anything with it, Im worried. I understand that thats what theyre supposed to do but I literally gave my card info to the office manager not billing. Theres no telling what she would do with it.

  Business Response

  Date: 04/08/2025

  4-8-2025  

  04/08/2025

  Dear ****** ******:

  I would like to start with an apology for your troubles of trying to get in touch with someone in our department. We have had a change in staff recently and short on staff. We do have five locations, and the billing has always been done from this one location for Doctors ******** of Fort Payne since it opened in 2006. I received the information you provided to the office manager to make a payment with, but we were unable to even try and process the payment of $104.42 due to not obtaining enough information (the expiration date). Also, I would like to inform you we do not save any information we receive we shredded it on site, even though our system is not set up to save the full card information only the last 4 can be seen. We tried to contact you at the number on file ************** after but there was no answer. Therefor we will send you a new statement in the mail, the following month. We hope you and your family stay healthy, but we look forward to treating you and your family in the future. Also like to include just in case you couldnt reach someone we accept payments by mail @ *************************************. You may also pay cash, money order, or any form of card payment at the office you were seen. If you have any other questions you may call ********************* and it will come directly to my desk, and we have 4 other extensions that represent the other locations.

  Sincerely,

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

  Doctors ********