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:09/06/2023

  Type:Customer Service 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.

  i was scheduled to see ******************************** and i believe i was not seen due to my race. i arrived 6 minutes late due to unforeseeable traffic and was told the doctors late policy for 'Lien Patients' was 5 minutes. i waited over 3 weeks to see this doctor and i have been in pain that whole time, not to mention I missed work to see him.

  Business Response

  Date: 09/29/2023

  This patient arrived 16 minutes late, not 6 minutes late. They also arrived without any paperwork completed. Patients are told that they must arrive a few minutes early to complete paperwork or complete that paperwork online in advance. We also text and email the registration packet at least twice prior to the appointment. This issue had absolutely nothing to do with race. It had everything to do with the patient arriving after their appointment time and affecting the schedule of other patients. The patient has now missed or arrived late to 2 back to back appointments. That is why it took 3 weeks for him to be seen. We see patients of all races, ethnicities and belief systems. We also employ all ethnicities, races and belief systems. They're very strict rules when dealing with lien patients. We follow them in order to maintain our accreditation with these legal groups.

• Initial Complaint

  Date:01/12/2023

  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.

  On October 4, 2022 I met with ******************************************, MD at Orthopedics Associates regarding pain I was feeling in my foot. When I was attended, ************************** assistant asked me if I had taken any x-rays previously for the issue. I told her yes, that I had them available digitally and would have to find them in my email. The assistant then told me that she would just take a new set of x-rays anyway. I asked what the cost of the x-rays would be and was told "it is included in your new patient fee, there is no additional cost" and so I got the new x-rays. When I received my statement I noticed a charge for "Radex Foot Complete Min" for $140 in addition to "Office Outpatient New L" for $315. I called the number on the statement and was connected with the billing department. The agent confirmed that the "Radex Foot Complete Min" charge was for x-rays. I explained to the agent how I was told I would not received any additional charge for the x-rays. She told me I would have to call the clinic to see if they would approve removing the charge.I proceeded to call the clinic 6 times over the span of 3 months. Every time I would get connected to an office admin and explain the situation. I would be told that they would have a manager call me back. I did not receive a call back. On the 6th time the admin put me on hold while they spoke to the manager. They came back and told me that ************************ assistant should not have told me there would be no additional charge for the x-ray and that I would have to pay the $140 x-ray charge in addition to the $315 new outpatient charge.

  Business Response

  Date: 02/03/2023

  We apologize for the delay in response. The Email was being quarantined in a phishing software. Thank you for the call today so that we could locate this concern. 

  That patient was seen on 10/4/22. Almost 2 months after the injury (pt reported 8/18/2022). He reports initial x-rays were taken at an unreported urgent care 3 weeks prior to our appointment with him. Physical x-rays or a CD were not available at the time of exam.  Reviewing x-rays on a cell phone or email is not appropriate care. New x-rays were taken (making sure there was a weightbearing x-ray) in the office to ascertain if a hairline fracture was present or if a previous fracture was missed since the patient was still have pain almost 2 months out. 

  The patient's insurance was billed $315 for the exam and $140 for the in office x-rays. His insurance reduced those fees based on our contracted rates to $119.71 for the exam and $51.46 for x-rays. He had not met his deductible at this point so his insurance made the entire balance **********************' responsibility. (I am attaching the *** response from his insurance) 

  Our Dr's, PA's and MA's never give financial advice to patients for care purposes. They many times do not even know the patient's insurance type unless we need to do surgery. I am the administrator here at OA. I have never been contacted about this patient. If he spoke with our billing center, they are a completely separate office with separate managers. Unfortunately, the number of plans available to patients makes it impossible for us to ever give a "for sure" quote on any treatment, cost or coverage guarantee. The insurance companies even tell you when you call that they cannot guarantee information or coverage until a claim is submitted or processed. Unfortunately, ********************** chose a plan with deductibles. Therefore, the insurance does not pay for anything until the patient pays their upfront portion. The best course of exam and treatment was given to ********************** in our office. 

  I am happy to work out a payment plan with ********************** with our billing company if her would like. He can call me directly at the office.