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Business Profile

Orthopedic Surgeon

The Hughston Clinic

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Surgeon.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Good morning. I visited Hughston Clinic December 2024 about a rotator cuff tear. At my time of visit I informed the team and *** this was my second tear and I'd be seeking a second opinion from the original surgeon in ***************. I decided to go with the original surgeon and called the Hughston Clinic to cancel my preopt appointment. They then proceeded to send me a bill and continue to hassle me for payment when I provided ample notice. I wasn't informed of any cancelation fee prior to my visit. I've called and tried to work this out with there billing department to no avail.

    Business Response

    Date: 05/28/2025

    I have spoken to this patient regarding our policy on 04/22/2025, We have a cancelation policy that states if the patient cancels for any reason, He will be charged a fee of ****** due to having to cancel with the Hospital. In which the patient understood regarding this policy. 

  • Initial Complaint

    Date:11/14/2024

    Type:Product Issues
    Status:
    Resolved
    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 11/7/2024 I called to cancel a surgery scheduled for 11/15/2024 - 8 days in advance. I canceled because I received a second opinion, and that doctor said it was unnecessary. The scheduler at Hughston Clinic said I would owe $250 for canceling the surgery. They said I agreed to that when I signed the new client paperwork. I asked them to send me the documentation that said this, and they sent a financial policy that states a 24-hour cancellation policy or else there are no show fees. They even highlighted this row when they sent it. I responded back on 11/7 with an email confirming this policy (attached). However, on 11/13/2024 they sent me a bill for a $250 no show fee for surgery. Text from my response email on 11/7/2024:Thanks so much for sending over the financial policy document. The highlighted portion notes a 24 hr cancellation policy, and a no-show fee if that is not observed. I have requested to cancel the diagnostic scope that another surgeon said was unnecessary 8 days out (canceling for 11/15/2024). Ive read the entire document, and dont see anything implying a cancellation fee for anything over 24 hours out. Please cancel the surgery, the follow up planned for 12/2/2024, and I do not plan on seeking additional treatment with your clinic.

    Business Response

    Date: 12/11/2024

    This patient was scheduled in our office and to see Dr. ********** He made a mistake when pulling up her X-Rays before he was aware of which side he was treating. He does treat one body part at a time because he wants to be able to give his treatment his full attention and not make a mistake while diagnosing her. when he told her she needed surgery she was informed a surgery scheduler will call her to schedule it. during that phone call she was told that if she canceled for any reason, it will be ******. At that moment if she didn't want to schedule and seek a different provider for a second options, she could have held off from scheduling the surgery completely. We have a policy in placed when it comes to surgery because we have still pay for the hospital cost as you secured a spot for surgery. 

     

    Attached is our policy on surgery cancellation. 

    Business Response

    Date: 12/11/2024

    she also sends us a message in our portal that she wanted to move forward with scheduling the surgery. 

    Customer Answer

    Date: 12/11/2024

    I'm not seeing an actual response from the business, other than noting I had initially said I wanted to move forward with surgery.

    Customer Answer

    Date: 12/18/2024

     
    Complaint: 22550972

    I am rejecting this response because:

    I'm not seeing an actual response from the business, other than noting I had initially said I wanted to move forward with surgery.

    Sincerely,

    ***** ******

    Business Response

    Date: 01/06/2025

    We have discuss this with the patient and have adjusted off the balance , This has been resolved. Please remove this complaint . Thank you 

    Customer Answer

    Date: 01/06/2025

     
    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,

    ***** ******

The Hughston Clinic is NOT a BBB Accredited Business.

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