Complaints

This profile includes complaints for Western Orthopaedics P.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Western Orthopaedics P.C. has 2 locations, listed below.

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  Western Orthopaedics P.C.

  1830 Franklin St Ste 450 Denver, CO 80218-1128

• 

  Western Orthopaedics P.C.

  9950 W 80th Ave Ste 24 Arvada, CO 80005-3914

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:09/11/2024

  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.

  I have been trying to resolve a billing issue for three months. They initially submitted the bill to my supplemental insurance. Yet as any provider knows, it must go to ******** first. I have contacted the billing department multiple times. I have a log. Each time I contact them they tell me that the bill was not resubmitted last time as promised but they will submit it this time. I have given them the proper ******** and supplement codes multiple times and they claim that what they had was not totally correct each time. Yet they continue to send me bills asking me to pay them directly. In addition, they require I agree to recording my conversations but hang up if I I ask to do the same. Ive tried twice. And they will not give me any confirmation e-mail or any type of documentation for any of the conversations.

  Business Response

  Date: 10/10/2024

  Patient was communicated with by an internal member of the Western Orthopaedics billing team on 9/16/2024 regarding his current statement. The patient was informed of a correction that had been made to his account on 9/11/2024 with the bill resubmitted appropriately to his insurance company. Patient was provided a direct phone number and email address in case of any other questions and requested a follow up in 30 days. 

  Customer Answer

  Date: 10/10/2024

   
  
  Complaint: 22273158
  
  
  
  I am rejecting this response for now but agree that it is making progress: (There should be a 3rd option with the BBB - in process).  This is the 5th time I have been told that the corrections were made, but  the 1st 4 times they were not done correctly. That led to the complaint in the first place.  But this call was with the office directly. The previous promises came from their outsourced billing service.  So, I am more optimistic.  But we have to wait to find out if the bill actually goes through medicare before I will agree it is closed.  Unfortunately, it can take up to 6 weeks before medicare rules on whether it has been properly submitted. 
  
  
  
  Sincerely,
  
  
  
  Charles Potter

  Business Response

  Date: 10/17/2024

  This patient bill has been paid in full by Medicare - 10/1/24 and then his supplemental on 10/11/24

   

  The patient does not owe anything.

   

  thanks,

  Jaci Griffee

  Director of Finance

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22273158, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Charles Potter

• Initial Complaint

  Date:01/15/2024

  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 for 3 western orthopedic physical therapy appointments out of pocket when I didn't have insurance. I was subsequently approved for ******** for March and April of 2023, this was the months I had the previous appointments. I was told by ******** that I my appointments that I'd previously paid for were during a period that I was covered for, and to follow up with the provider to get my refund. I've been trying to get my refund from western ortho billing, I've literally attempted to talk with someone on the phone, left voicemails but no one is willing to help me get my money back. I was told by billing that western ortho needs to submit through my ******** so they can reimbursement me - they still haven't done this. This has been over 6 months of me trying to get my issue handled. They say that I owe them for an appointment in June, so I owe them $105, now they are billing me and still haven't processed my refund. If they would simply do their job I could pay them what I owe them. I sent back an invoice requesting that they process my refund and deduct the $105.00 that I owe them and to send me my $210.00 refund. I'm tired of being ignored, is there any way we can get this situation resolved?

  Business Response

  Date: 01/26/2024

  Good afternoon,

   

  My name is, ***********************, director of finance with Western Ortho - I worked with the billing team on *********'s bills.

  She is owed a refund of ******, which is being processed today, she should have a check within 7 - 10 business days.

  I have left a message with the patient to call me personally, so i can visit with her.

  ****

  Customer Answer

  Date: 02/01/2024

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

  Customer Answer

  Date: 03/01/2024

  Hi. I wanted to follow up because I still haven't received my refund from Western Orthopedic. She said the refund check would ***********-10 business days to process. A reasonable amount of time has passed and I still have not received anything from the business by mail. I'm concerned about this, and if I don't receive the refund from them in another week or so I'm going to be forced to open another BBB complaint. Just wanted to update you while I did talk with the business and accepted their resolution, it hasn't been resolved completely. Thank you.

   

  ***************************

  Customer Answer

  Date: 03/26/2024

  Hi there,

  How much time does the business have to respond? I'm very concerned I'm going to be out of this money. The original physical therapy appointments occured March & April of 2023, so it's nearly been a year that they've had my money. Do I have any other options for recourse?

  Thank you!

  Sincerely,

  ***************************

  Business Response

  Date: 03/26/2024

  Good afternoon,

   

  The refund was stuck in my check system, i issued  the refund check today with a delivery date of 4/1/23.  I left her a message on her phone today, asking her to call me directly if she does not recieve the check within a week.

   

  ****