Complaints

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• Initial Complaint

  Date:05/21/2024

  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 a colonoscopy done on 03/11/24, I was told that they would send it to the insurance and that it would be in network. Now I get the bill and it is out of network and they want $1,247.12 when the insurance company claimed the allowed amount was only $691.00. If they would have told me that it would have been out of network, I would have went elsewhere.

  Business Response

  Date: 06/05/2024

  I have documents signed by the patient stating the estimated amount owed is ********. I also have the signed No Surprise Billing Act form notifying the patient that we were not in network with her insurance. These were signed prior to her procedure. Since these are part of the patients medical records, did she sign a release so I can provide you with these documents. Also, I apologize for the delay, the letter made it to my desk this morning. Is there any way I can be added to the notifications for this organization so I can respond in a timely manner?

  Thank you!

  *****

  Customer Answer

  Date: 06/11/2024

   I was also told at the time that I signed those forms, that I had to, but that they were considered in network by the person at the front desk. I do not remember her name because I was too worried about the anesthesia because the last time I had an asthma attack. I will make sure that I leave a review on their website and anywhere else I can that you cannot believe anyone at this office. All I was asking is that they honor the in network amount. I have paid a partial payment, but the balance will have to wait until late next month. I should not have expected any thing else. Thank you for making the whole experience a horrible one.

  Business Response

  Date: 06/12/2024

  Good morning,

  I understand that it is your job to come up with a fair resolution for both parties involved. However, we have documentation showing that we followed all proper procedures including notifying the patient of the estimated amount due prior to the procedure in which the patient signed off on. Furthermore, we provided the notification by means of the No Surprise Billing Act stating that we were an out-of-network facility. We also have an Explanation of benefits from the complainants insurance company pushing $8,700 to patient responsibility. We honored our estimate signed by the patient and did not push the full amount to her.  **************** in no way violated the expectations set forth prior to the patient receiving care. She had every opportunity not to proceed. Therefore, it doesn't appear fair to ask us to reduce her bill simply because she does not want to pay what she agreed to prior to the procedure. As you know, we had to pay for staff and supplies to provide services to the complainant. Asking us to reduce what is owed to us just to come up with a resolution in favor of the complainant does not appear to be a fair resolution. I would be happy to discuss further. 

  I appreciate the work you do, but you did state you were looking for a fair resolution in this matter. 

  Best,

  *****

  Customer Answer

  Date: 06/12/2024

   Sure a fair resolution would be that I pay for what the receptionist told me that I would pay. Which was the in-network amount.Had I know that her word was not enough, and that your company would lie about it, then I would have gotten everything in writing.

   

  I am done. They are going to get their money when I can send it. Probably a month or two because I just don't have that kind of money laying around.