Complaints

This profile includes complaints for Neurosurgery One Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Neurosurgery One Inc has 7 locations, listed below.

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  Neurosurgery One Littleton

  7780 S Broadway Ste 350 Littleton, CO 80122-2641

• 

  Neurosurgery One Lakewood

  11750 W 2nd Pl Ste 255 Lakewood, CO 80228-1726

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  Neurosurgery One Inc

  9980 Park Meadows Dr Ste 101 Suite 101 Lone Tree, CO 80124-8404

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  Neurosurgery One Inc

  9695 S Yosemite St Ste 377 Lone Tree, CO 80124-2826

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  Neurosurgery One Castle Rock

  2352 Meadows Blvd Ste 300 Castle Rock, CO 80109-8419

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:10/13/2022

  Type:Customer Service 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 made an appointment with ****************************** regarding ongoing and worsening severe neck/back pain issues following referral by ************************** and Dr **************************** supplemented with an online check with Cigna (by me) to confirm that ******************* was in-network. Both referring Drs and ***** believed ******************* to be in-network. At my appointment on 9/13/2022, I was processed in and charged the $80 copay appropriate for my insurance policy. Subsequently, I was contacted by ******* and advised that ******************* was actually out-of-network, and then I was billed for the entire cost of the visit ($466 minus the $80 copay=$366). In summary, I did my due diligence in a timely manner, and Centura did not.I am sure that this entire fiasco was unintentional. However, ******* seems to believe that they did nothing wrong, and in fact provided me with something of value, when in truth they have wasted approximately 6 weeks of my time while my pain has gone untreated and has been worsening. Being asked to pay the full charge for the visit in addition to wasting my time is insulting.I have asked ******* to null out the additional charges ($366) and reverse the $80 copay portion of the charges. I am not yet asking for damages related to the delay in my treatment program attributable to their mistakes. They have declined and instead have suggested a reduced charge which varies between $100 and $160.I believe that fair resolution of this complaint is for Centura to admit their error, followed by zeroing out the remaining charges ($366) and reversal of the $80 copay to my credit card.

  Business Response

  Date: 10/24/2022

  Thank you for allowing Centura Health to care for you. Serving our patients and communities is our passion. This email is to acknowledge that your patient account/billing dispute has been received and is in the process of being reviewed. Once the review has been completed the findings and our final determination will be communicated back to you by letter. We are sorry to learn that you have been dissatisfied with the insurance and patient billing process,as experienced, to date.
  
  Please be advised that this process may take ***** days. If you have not received a resolution within 60 days, you may call our *********************** to check the status of the dispute. Our **************** number is ************ or ************.
  
  Note: Patient Account/Billing issues exclude the Patient Grievance Process,Quality of Care and Clinical Concerns. These issues should be referred to the ************ Representative/Advocate.
  
  Details surrounding the Patient Grievance Process and a current list of the appropriate ************ Representative, by facility, can be found at the following link:
  
  https://www.centura.org/patients-and-families/patient-rights-and-policies
  
  We appreciate the opportunity to serve you.
  
  Sincerely,
  The Centura Health Patient Account Billing Disputes and *********************

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18207331
  
  I am rejecting this response because: it is non-responsive.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/28/2022

  I believe that fair resolution of this complaint is for Neurosurgery One/Centura to admit error, followed by zeroing out the remaining charges ($366) and reversal of the $80 copay to my credit card.  I am not yet asking for damages related to the delay in my treatment program attributable to their mistakes, but may consider doing so if they remain intransigent.

  Business Response

  Date: 11/09/2022

  Hello,

  Thank you allowing Centura Health to address your concern.

  Your account is currently under dispute review.

  Please allow ***** days for the dispute review to be completed.

  Once the review has been completed the findings and our final determination will be communicated back to you by letter. 

  Thank you,
  Centura Disputes Team
  Revenue Management
  Centura Health
  
  ***************************
  Toll Free ************ or
  Denver Metro Area ************

  Customer Answer

  Date: 11/09/2022

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