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:12/22/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The dispute between myself and Kaizen Brain Center is about the bill I received for services rendered on October 23 and 25, 2023. I provided my medical insurance information and requested a quote in advance of my appointments. I was then given an estimate of my out-of-pocket expenses for these services in an email from Kaizen on 9/26/2023. The total estimate for both visits ranged from $290 to $310. Based on that information, I proceeded with the appointments. After my appointments, I received a bill for $942.21. I emailed Kaizen on 11/30/23 explaining the discrepancy between the estimate and the actual bill, and I requested that my bill be adjusted to accurately reflect the estimates that were given to me on 9/26/2023.In a response from Kaizen on 12/1/2023, Kaizen's Office Manager attempted to justify the $942.21 bill by saying the estimate was not specific to my insurance and/or plan. However, Kaizen had all my insurance information at the time the original estimate was given on 9/26/2023, and included specifics about my insurance in the original estimate including how much of my deductible had already been paid up to that point in 2023. I explained this in my response to Kaizen on 12/3/2023 and I offered to pay the maximum price that was quoted ($310). I have not received any further communication from Kaizen.Kaizen made no attempt to resolve the billing dispute. I received another bill after my 12/3/2023 correspondence, again for $942.21, with a due date of 1/3/2024.Dates of service:cognitive testing on October 23, 2023;new patient visit on October 25, 2023.Account number: **************************** have not yet paid anything to Kaizen.

  Business Response

  Date: 01/25/2024

  A previous letter was received, however due to the holiday and our offices being closed we were unable to respond in a timely manner.  When attempting to provide feedback the case was already closed.
  
  The patient issue has been resolved in favor of the patient and the entire balance was written off.
  
  
  *******

  Customer Answer

  Date: 01/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. However, I did not receive a response from the company until I identified possible medical billing fraud and brought it to the attention of the company. I consider this complaint resolved.
  
  Regards,
  
  *********************