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: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.

  I scheduled an appointment at OnPoint Family Care-DTC to establish primary care. The appointment was for me to meet the doctor, transfer my medical information over and get my required prescriptions refilled. As I was called back to the exam room, before I even met with an MD or **, I was ushered into the bathroom and asked to take a drug test. *** never had to take a drug test before in my life, not even for work. I asked the woman who took me back why I had to take the test, and she told me its a requirement to establish primary care, which I know isnt true. I walked right out of the bathroom, did not take the drug test, and went back to my assigned exam room. The ** finally visited my room and asked where my drug test was. I told her my concerns about taking it, and she told me they couldnt help me or take me as a client until I took it. I definitely got the feeling this was a money making scam. Not once did the ** ask about what I do for work, what my stress levels are etc., she only asked to take a drug test. I refused and left the OnPoint Family Care - DTC office. They automatically booked a follow up appointment for me, although I did not request one. I called their office the next day and asked them to remove all my personal information from their systems as I will not be returning. A couple months later I got a bill in the mail from OnPoint for $220.00, $100.53 that was covered by my insurance, with $119.47 remaining to me paid by me. The bill has no expense itemizations and does not outline what services theyre charging me for, just a sum amount. Absolutely no medical services were provided to me during my visit, so Im unsure as to why and what they are charging me for. I refuse to pay the bill and would like them to remove the charge. I truly believe this business is committing fraud, and Id like to hold them accountable.

  Business Response

  Date: 02/03/2023

  Good Afternoon 

  
  We have reviewed the complaint (#********).
  
  According to our records we have spoken to the complainant to verify the address on file in Dec 2022. We complied with her request to receive a detailed breakdown of her visit, and that was mailed. She was also sent an explanation of her bill from her insurance company explaining the visit (EOB), breakdown and costs by line item. Additionally, we reviewed the records for that visit and spoke with the ** that met with the complainant as there was a full visit and recorded information.  The test was a requirement needed based on the need of the visit. The reason for the test request was explained during the visit but was refused by the complainant, this is definitely her choice.  
  The follow up visit is usually standard depending on the type of visit but was cancelled at the request of the complainant. What the insurance wanted her to pay is between her and her insurance unfortunately. Might be something she might want to call them about as we have no control over her benefits. The bill and amount are correct. 
  
  Please let me know if you have any other questions.
  
  
  Thank you,
  
  *********************
  Revenue Cycle Manager
  1805 ***************************************************************************************** 80129
  E: ***************************************************