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:12/24/2022

  Type:Customer Service 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.

  I sought treatment from ********** of Renovi Center for Integrative Medicine for my minor daughter from Dec 2020 to Feb 2021. I made electronic after receiving electronic invoices via email, except for one (noted) was paid in person during a visit and receipt was received electronically via email:12/15/20 eINVOICE #******* - $35 copay office visit 12/16/20 12/16/20 eINVOICE #******* - $148.10 supplements 12/24/20 Supplement Order #******* - $159.08 supplements *1/12/21 - 10 IGG draw (PAID in person) - Order ID: ************* 2/3/21 eINVOICE #******* - $35 copay office visit 2/3/21 2/10/21 eINVOICE #******* - $35 copay office visit 2/10/21 2/10/21 eINVOICE #******* - $35 copay office visit 2/11/21 Since February 2021, my daughter has not sought nor received any treatment nor any communications from ********** nor Renovi Medicine until November and December 2022 with an invoice sent vial post mail for $501.68 for services rendered on February 10 and 11 2021. The said invoice indicated I paid my copayments for the two visits and my insurance covered $71.66 for each visit for a total of $143.32. I sent an email ******************************************************** to them when I saw the November 2022 invoice, albeit an angry email, asking them why they sent me an invoice over one and a half year later, also telling them that this is dishonest, unprofessional, and unethical. I've never received an invoice from them via post mail because they've always sent electronic invoices and reciepts. I was very confounded when I saw this, especially after over a year has past. I have not received a response from them, only a second invoice reminder in December 2022. I would like to have this invoice to be completely cleared and closed, without a balance, without affecting my credit, and without having to pay over $500 when I've paid my copays and my insurance covered what was covered. There was never any indication there was going to be a $500 cost, let alone, over a year and a half later.

  Business Response

  Date: 02/14/2023

  Thank you for forwarding this complaint to us.   We have contacted our billing service agency (who is responsible for filing our claims and issuing statements to patients) and requested an audit for this case.  

  Meanwhile, we requested that our outside billing service agency put a hold on any further statements while we look into this.  This will not impact the patients' parents credit, as we have not, and will not send this to collection.  I will reach out to them and assure them of that.  Another point of complaint is the fact that this was left over from physician appointments that began on 12/16/2020.  Why such delay in sending statements?!  I can understand their frustration of having to deal with old, unsettled bills.  Hopefully, in a spirit of good will, I can help the patients' family understand how the pandemic era had disrupted our staffing, operation, and ability to keep an eye for unresolved bills.  Like many healthcare workers at clinics and healthcare facilities, we have had to make sacrifices and struggled to remain open with staff shortages, sometimes offering appointments that have not been compensated.   We outsourced our billing service in late 2021, and one of their tasks was to continue resolving the accounts that have balance still.

  The patient has 4 total appointments with the MD, plus a blood draw ($10).  12/16/2020.  2/3/2021.  2/10/2021. 2/11/2021.   Our billing service filed the claim with their insurance, and prepared the statements according to the Explanation of Benefits (EOB) given to us by the insurance.  

  We are still looking into this, and hope to get clarity later this week.  The complaint referenced the fact that copay amounts were made, and insurance paid some amount.  That is true, but the complaint does not include the details that there is deductible involved where their insurance attribute some cost as "patient's responsibility."   

  We will follow up in the next couple days with additional updates.   Meanwhile, we are attempting to reach the patient's parents, so we can reach an amicable solution.  

  Just want to provide you with an update, to let you know that we have not forgotten about this, and are taking action to resolve it.

   

  Sincerely

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************************