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:09/06/2023

  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.

  This issue is regarding physical therapy following hand surgery done March 1st 2022, physical therapy started march 4th *********************************************************************************************************************** process (during covid epidemic, 2 questionnaires and signature, temporal temperature taken, copay collected)Business neglected to send bill for services and sent bill directly to collection in approx April 2023. Advised by Synergy billing department upon phone call it was a mistake, business pulled from collection immediately and advised me to ignore anything received until it was determined if money was owed. First bill was received July 7th 2023, Upon calling billing **** i was advised i owed the money, i disputed and was told by ******** they would send it back to collections and I could deal with them. The bill clearly shows the charges as current in July 2023 I was advised at first visit that i would be charged $50 copay per visit. They made a splint for me that they said i would need to pay for and they asked me to pay $150 cash on this first visit as my deductible was not satisfied I believe the business charged me and my insurance company for for appointments that were cancelled due to me following their covid requirements.Please note I will be reporting the business practices to my Insurance carrier as fraud

  Business Response

  Date: 09/28/2023

  September 26, 2023
  Response to Customer Experience
  ID# ********
  Re: ***********************
  ********************************>Chula Vista, ** 91913
  The purpose of this letter is to respond to the complaint involving a billing and
  collections issue letter received in our office via **** mail on 09/21/23.
  Synergy Orthopedics billed patients insurance for services rendered. The patients
  insurance company returned an explanation of benefits confirming that patient
  exceeded maximum benefits. Patients payments made at the time of the service
  were applied to his account however the balances due were not determined until
  after the insurance company processed the medical claims.
  The following actions have been taken on the patients account to resolve the
  concerns.
  Collection account has been recalled and there was no report made to
  a credit bureau.
  Patient has received a courtesy adjustment of $312.03 bringing account
  to $0.00 balance
  A letter has been sent to the patient informing them that the issue has
  been resolved and steps taken to correct the issue.
  We strive to provide patient centric care and a positive billing experience to
  our patients. We apologize for any inconvenience or poor treatment that this patient
  may have experienced and will continue to work with him to ensure his concerns have
  been resolved.
  Thank you
  ***************
  Director of Revenue Cycle
  ************