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:08/13/2024

  Type:Service or Repair 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.

  On Feb 16 I had an initial appt, all went well. I was asked to come back for a subsequent test. I scheduled it on March 26 I showed up and they werent aware of my appt. I rescheduled for April 11, again they werent ready for me.... I let them know this was not professional. As a busy professional I cannot take time off whenever people want me to and then tell me they cannot accomodate me. After some persuasion from *** at the front desk, I scheduled the procedure. I was told what was going to happen and it was quite a shock but I did it. I was told ************** would call me with the results. I was told it would happen on April 29 between 9:30a and 9:45a, a very specific time. He did not call so by 10:30 am I called to make sure I would get the results. They assured me he would call. I waited. NO call, so I call again, they say he will call me.... no call to this date. But guess what they are really good at? Billing me for services I didnt receive. I never got the call, so I called back to be told he called me and left a message. I called the next day AND I went to the office just to be told " only ************** can give me the results" I ask "is he here?", " can I get the results from him?" She just looked at me, so I left. I do not have a call from his clinic or a VM. I explained I did not get a call or VM. I am still waiting. I have left them messages, sent correspondance via email and mail. ALL I WANT ARE THE RESULTS. If I am dying or need surgery, I need to know. ************** made it sound like I needed these tests, that they were urgent.

  Business Response

  Date: 08/23/2024

  ************** is sending ******************** his test results via certified mail and the practice is writing off the balance on his account. 

  Customer Answer

  Date: 08/26/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:10/31/2023

  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.

  On 1/17/2023 we paid in full our balance for a medical procedure that insurance was not used for the amount was ******. Several months later we were told that our payment via our HSA did not go through and were told we would need to make the payment and seek a refund from the HSA provider. We did ultimately do this. Now 9 months later Colorado Springs Urological Associates recognized they have made a mistake and they were indeed double paid. CSUA has admitted fault but we have not issued the refund. Our Primary point of contact was *****************************. ******* has claimed everything from wire transfers have been processed to checks issued. At this point I fear that she may have even stolen the money as I don't see how it's possible for a medical office to be this incompetent. I am seeking the refund of ****** for the overpayment, as well as statutory interest for the 9 months they have wrongly kept my money. Statutory interest is appoximately $46 as of 10/28.

  Business Response

  Date: 11/02/2023

  Due to a variety of reasons (clerical error, miscommunication with the individual's HSA provider, as well as a wire transfer being rejected by the individual's bank), we failed to issue the refund in a timely manner. Such refund has now been issued and received by the individual's bank as of 11-1-23. This was a mistake on our part and not due to any bad intent on the part of the billing representative or the practice. Going forward we are putting in place a new process to escalate patient refunds to practice management as well as make the refund process more efficient and less frustrating for patients. We sincerely apologize for the inconvenience caused.