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:08/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 received a bill of $75 from this ENT specialist around the 30th of July charging me for an appointment that was canceled on the 2nd of May. They are charging me as a no show and no contact despite me calling and canceling the day before the appointment was scheduled for. The bill also states that if I do not pay the amount by August 16th I will be sent to collection. When I had called to cancel the appointment I was never charged by anyone for any fee whatsoever and have never been charging for similar situations previously, which is why upon receiving this bill I became very upset. I have made several attempts to contact the manager of this specialist office from the 2nd of August until now August 15th to no resolution from the manager. I have left many messages for her to receive regarding this situation to no avail. I have also been told that upon them receiving my messages that the manager herself would reach out to me to speak to me regarding the situation not once have I received any call from her whatsoever. I have even attempted to get her direct information to be able to contact her directly and have been denied that from the receptionists stating that that was private information that they cannot disclose. I am beyond frustrated and emotionally drained from this situation. I have attempted multiple forms of contact to correct my bill and all I have been told by the receptionists is that I have no other choice but to pay for the fee if the manager herself doesn't communicate with me. I cannot commute to them due to conflicts in scheduling hours. I even have messaged them phone records as proof of calling and have been told despite me having the proof that I would still be charged the same fee for canceling the day before. I even have medical insurance and am still being charged. I want not only an apology but a cancelation of the bill overall if possible for the emotion stress this situation has put me through.

  Business Response

  Date: 08/25/2024

  Thank you for relaying this information. We were able to look up this individuals file. This individual scheduled an appointment at a very busy medical facility in the ***************************. This office has a very clear cancellation policy that is explained before each appointment is made.  The policy is repeatedly sent to all customers when appointments are confirmed weeks and days before the scheduled visit.   All patients are informed by text message as well as verbally that they must cancel an appointment within the defined window so that we can allow other patients waitlisted to be seen a fair opportunity to do so.   As this person claims, the appointment was canceled the day prior. That is well outside of the acceptable window to cancel and does not allow enough time for other patients to be scheduled.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22149806
  
  I am rejecting this response because:
  They never allowed me to speak with anyone regarding the charges that were being made towards me. I was being charged for never contacting anyone regarding said appointment despite me having proof of contact the day before the appointment to cancel. I dont see how it is fair that I am being charged as not contacting them when I did and still having to pay the same fee as a late fee. What was more frustrating about the whole situation was the horrible service I received from them and the constant emotional frustration they caused me by making it difficult to speak to only one person. It should not be that difficult to reach someone and to be lied to multiple times that the manager would reach out to me or would speak to me when she never spoke to me once or made the effort to call me directly to handle the situation.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/15/2024

  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.

  DOS 07/08/24 THERE WAS A MISUNDERSTANDING WITH MY SONS MEDICAL INSURANCE DUE TO THE **** THAT IT HAD RECENTLY CHANGED.I ASKED THE DOCTOR IF I CAN GO HOME GET MY PAPER WORK AND TRY TO RECTIFY THE INSURANCE INFORMATION I SHOWED UP TO THE APPOINTMENT ON TIME I DIDN'T CANCEL OR RESCHEDULE THE APPOINTMENT, AND NOW SHE IS BILLING ME FOR $75.00 UNDER MY 9 YR OLD SON'S NAME THREATENING TO SEND HIM TO COLLECTIONS

  Business Response

  Date: 08/25/2024

  Thank you for this communication. We are not able to find a patient with the name listed in this complaint. This may be due to the fact that the patient is a minor and their name is not included. However, this individual was likely scheduled for an appointment at the head and neck surgical office. This is a very busy office in the *************************** with limited space for many patients that have significant medical and surgical needs. The office has a very well explained and documented cancellation policy that is in place in order to prevent people from taking up appointment slots that are desperately needed by the local community, a then not showing up or cancelling last minute.  Any reasonable excuse will prevent a fee from being charged. As we do not have the specifics of this case, and cannot look up the consumer due to lack of information, we are unable to give details.  The consumer is encouraged to request a review by the billing department if they have not done so already.