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:09/05/2023

  Type:Product 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.

  Paid cash for doctor visits and then my insurance paid for the same visits. Would like a refund. ***** seeing *************** 9/22 after stroke, insurance had lapsed due to unknown reason but was reinstated, however i did have to pay cash $150 per visit for multiple visits until coverage/extension retroactive. The doctor filed claims and also collected money for same visits from insurance. They have refused to refund any *********** released me from further care. I spoke to billing *************** manager without any resolution. Was told by my insurance that they have paid claims submitted and that the doctor has to refund me. Niw they refuse to speak to me

  Business Response

  Date: 09/18/2023

  Please see attached. 

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because:

  I am definitely rejecting this response from Stockton Urgent Care due to the fact that everything in it has already been discussed and not completely true.  Yes my insurance  ************* Systems) did lapse for a very short time in Oct 2022, I got it reinstated right away.  I also had to get an extension 3 months later but notified them immediately so I wouldnt have to keep paying cash.  It did terminate as of 3/31:23, however I paid cash for several office visits that have also been paid to the doctor by the insurance as well.  *********** has been well aware of my reinstatement dates and several claims resubmitted and paid. I did have a $12 account balance which I paid cash for on August 1,2023 when I was there for an appointment.  There is no balance.  I have paid and my insurance has paid.   If there is no coverage no claim should be submitted.  It will be denied.  This doctor will refuse service without a cash payment so there is definitely no outstanding balance.  The woman who does the billing has repeatedly changed her story with the billing.  Has said it was not her responsibility to check my insurance coverage. Which seems strange being there were times that she did obviously in order to get claims paid.Does not return calls and Has refused to speak with me.  I have proof from insurance including dates & check numbers that they have paid claims 10/10/22 $150, 11/1/22 $150, 12/1 & 12/2/22 $188, 12/28/22 $150, 3/19 $150,all paid at 100%.  I also made a payment of $100 on 3/20 because they kept saying I had a balance when I didnt.  It was because when coverage was reinstated she didnt resubmit the claims.  Ive tried speaking with office manager and she has not returned any one call that I left a message for.   Sometimes calling 3 days in a row.  Then on August 29,2023 I received a certified letter by mail stating letter of withdrawal from care, the doctor will no longer treat me.  Has brought some concern being it was not signed.   Ive contacted my insurance who has also reached out to them to advise a rightful refund, after review of  most claims, I am due a refund of $888 from this facility.  Could have and should be more but the ****** didnt resubmit claims when coverage was reinstated.
  

  
  

  
  

  Business Response

  Date: 10/31/2023

  This patient/customer did not have eligible insurance
  during the referenced time period. We would process his claims
  and the insurance company would deny them. Which means he
  had to pay 'cash' for these medical visits/points of service.
  Furthermore, as SUCMC-FP is providing the service and the
  patient/customer is contesting the payments rendered or not
  rendered from the INSURANCE COMPANY, it is the
  patient/customer's Duty to contact the Insurance Company.
  Which this person has NOT DONE. Instead, this person has
  contacted you under the misguided understanding that it is the
  Doctor's office responsibility to manage his insurance. We are
  the proverbial third party here that is innocent in this claimed
  business transaction and any reimbursement to this person
  needs to come from the INSURANCE COMPANY and not the
  medical office/doctor.