Complaints

This profile includes complaints for Guidewell Emergency Medicine Doctors, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guidewell Emergency Medicine Doctors, LLC

  4800 Deerwood Campus Pkwy Deerwood Campus Bldg 100 4th Floor Jacksonville, FL 32246-6498

  
• 

  GuideWell Emergency Doctors- University

  2330 E Fletcher Ave Tampa, FL 33612

  
• 

  GuideWell Emergency Doctors- St. Pete

  St Petersburg, FL 33704

  
• 

  GuideWell Emergency Doctors - Winter Park

  113 N Orlando Ave Winter Park, FL 32789

  
• 

  GuideWell Emergency Doctors - Kissimmee

  2465 N Orange Blossom Trail Kissimmee, FL 34744

  

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:07/16/2024

  Type:Sales and Advertising 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.

  Went to Guidwell on January 22nd 2024 for a allergic reaction. Was told my bill would X thousand dollars, and when asking for a breakdown - told me it was not possible.
  After being given a simple saline and some benadryl, i received my bill noticing that i was charged for x2 the amount of items (overcharged). I requested to have this reviewed, telling me - there was issues with the billing department and it would take a couple months. Fast forward to March where i went in person to talk to ****** at the office is confirmed there was an issue with the bill - and she would take matters back to corporate accounting.
  I call **** ***** **** ****** who confirm there are 'odd' charge codes being put and multiple different ones were being 'tried' with mistakes in them.
  
  Fast forward to July - still no answer - and everytime i go into the office no one is available to speak.
  I have enlisted the help of a health advocate who has been calling every week since March asking for updates - and each time its 'billing deparetment is having issues'.
  Its been close to 7 months with no corrective action - not a single response from anyone in billing.

  Customer Answer

  Date: 07/16/2024

  ***** form signed.

  

  Business Response

  Date: 07/19/2024

  Thank you for reaching out and providing us
  an opportunity to review your feedback, ****. In February, Change Healthcare,
  the third-party vendor we use for coding and billing, experienced a cyber
  security breach which is continuing to cause widespread impacts to their
  operations. In order to protect our patients’ information, we made the decision
  to cease communications with Change Healthcare’s systems which did create
  impacts to our ability to provide patient statements and confirm past claims
  that had been submitted to payers. We know that accuracy and timely billing
  processes are important to our patients and understand your frustration with
  the billing interruptions we are currently experiencing with our Coding and
  Billing vendor.
  
  To ensure your concern is addressed, our
  ******** ******** has coordinated with our Director of ******* ***** to confirm
  your benefits and the claims filed as well as the accuracy of all charges as
  they applied to your deductible, and she will be reaching out to you to review.
  If you do not hear from her or have any further questions, please reach out to
  us directly at ***************************.
  We apologize for any inconvenience experienced and thank you for your patience
  and understanding.
  

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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.

  see Attached document
  
  

  Customer Answer

  Date: 05/29/2024

  Gentlemen and Ladies:

   

  The business involved in this complaint, Guidewell Emergency Services, settled my issue regarding my spouse's treatment at their *****, ** facility this past December. Guidewell, by phone, fully refunded the co-pay that was charged for this treatment as a credit on my ****** **** in the amount of $959.00.

   

  Therefore, this complaint can now be closed.  If needed, I will contact my local Better Business Bureau in the future. Thank you very much!

   

  Sincerely,

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

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

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

  ***** ***-**** - cell

  e-mail:

• Initial Complaint

  Date:04/23/2024

  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.

  My daughter, who is covered under my insurance, visited Guidewell Medical Clinic for an urgent care visit on 1/29/24 in Tampa, Florida. She presented her insurance card and she was charged a total of $560 dollars in two charges ($130 and $430) the day of her visit. When I received the EOB from my insurance company, it says we were only responsible to pay $163.84. The clinic says we need to contact their billing department, gave us the number and said "Good Luck". Come to find out their billing is handled by Change Health and the phone number states that they are closed due to the obvious data breach. There needs to be a better response and a process for getting help with billing issues. How do I get my refund of nearly $400, as Change Health will likely never come back?

  

  Business Response

  Date: 04/26/2024

  Thank you for reaching out
  regarding your daughter’s visit. We know that accuracy and transparency with
  billing processes are important to our patients and understand your frustration
  with the billing interruptions we are currently experiencing with our Coding
  and Billing vendor. While we cannot access Change Healthcare’s systems at this
  time, we will be initiating an internal investigation and will reach out to
  your daughter directly to discuss any findings and arrange a refund if
  indicated. If she has any further questions, please have her contact us
  directly at [email protected] so that we can quickly assist. Thank you for providing us an
  opportunity to resolve this issue.

• Initial Complaint

  Date:04/17/2024

  Type:Billing 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 went to Guidewell in October 2023. My first complaint is that they charged $1200 for 5 min with a doctor which seems excessive. With that said, when I was referred to Guidewell, I thought it was a walk-in clinic, but have learned since that it’s more like a replacement for going to the emergency room. Even so, I ended up in the hospital ER after and the charge for a doctor there was less expensive.
  
  But the issue now is…I’ve been unable to pay my bill because their website is down each time I go to pay my bill. I called the phone number instead to pay via phone and it’s disconnected. I’m concerned about this going on my credit report. How is anyone supposed to pay their bill??

  

  Business Response

  Date: 04/30/2024

  Thank you
  for reaching out and providing this feedback, ******. In February, Change
  Healthcare, the third-party vendor we use for coding and billing, experienced a
  cyber security breach which is continuing to cause widespread impacts to their
  operations. In order to protect our patients’ information, we made the decision
  to cease communication with Change Healthcare’s systems until the threat has
  been fully addressed. We do not currently have an estimate on when normal
  billing operations will resume but can assure you our leadership team is
  actively monitoring the situation and looking for ways to minimize negative
  impacts to our patients. At this time we are unable to view balances or accept
  payments for past visits, but we can confirm that all billing and collections
  activity for current and past-due accounts has been temporarily paused. No
  current accounts will be reported as past due or forwarded for collections
  until after normal operations resume and patients have had an opportunity to
  make a payment on their account. We apologize for any inconvenience experienced
  and thank you for your patience and understanding. If you have any further
  questions you can reach us directly at **********.

• Initial Complaint

  Date:03/20/2024

  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 visited their office on ******** *** in ***** ** on ********. I paid $*** upfront which is their standard to be seen. I was seen for my ailment and told I would need to pay an additional **** to which I agreed. So I paid them (with bank statements to prove it) $*** total. They only sent the first charge through my insurance, they never sent the 2nd charge which would be coded as a “procedure” charge (meaning I don’t get any credit toward paying the **** for my deductible) I realized when my health insurance statement came. I called Guidewell, was connected to someone in Jacksonville who told me their billing department is down and has been for weeks. I asked when it would be back up and he said he hoped this last week. I asked him for my invoice at least so I could manually send it to my health insurance provider for credit and he said he would “try to put the request through” that was a week ago from today and I’ve received nothing.

  

  Business Response

  Date: 03/22/2024

  
  Thank
  you for your feedback, ********. In February **** ****** **********, the
  third-party vendor we use for all of our coding and billing, experienced a
  cyber security breach which caused widespread impacts to their operations.
  Guidewell Emergency Doctors was informed that our patient information does not
  appear to be included in or affected by the breach. However, in an abundance of
  caution and to protect our patient’s information, we made the decision to cease
  communication with ****** **********’s systems. There is not currently an
  estimate on when normal billing operations will resume, but our leadership team
  is actively monitoring the situation and looking for ways to minimize negative
  impacts to our patients.
  
  In
  the meantime, we have contacted your insurance carrier directly to ensure the
  claims for your visit have been processed and confirm any patient
  responsibility is accurately reflected. Based on the completed claims, your
  patient responsibility is $*** which was paid at the time of service. We will
  be issuing a refund for the additional **** that was collected during your
  visit. Our Facility Director will be contacting you directly to arrange the
  refund. If you do not hear from our office within 2 business days or have any
  further questions, please reach out to us at ************ or by email at [email protected].
  
  We
  apologize for any inconvenience experienced and thank you for your patience and
  understanding.

• Initial Complaint

  Date:03/19/2024

  Type:Sales and Advertising 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.

  The nature of this dispute is they aren't filing any insurance claims and cannot provide the patient with a detailed receipt with services rendered. I've called Guide * ** * times this week asking when they are submitting the claim, and the answer is the same: they cannot bill any insurance right now because the billing department is down. I was offered the billing department's phone number, which I called, and the number was disconnected. This is now occurred for over * weeks. I had to pay the bill because there was a deductible. Guidewell caused me to pay more than my deductible due to them not billing the insurance. The doctors were great. It's the billing department with the issues.

  

  Business Response

  Date: 03/22/2024

  Thank you for your feedback, ******* In
  February **** Change Healthcare, the third-party vendor we use for all of our
  coding and billing, experienced a cyber security breach which caused widespread
  impacts to their operations. Guidewell Emergency Doctors was informed that our
  patient information does not appear to be included in or affected by the
  breach. However, in an abundance of caution and to protect our patient’s
  information, we made the decision to cease communication with Change
  Healthcare’s systems. There is not currently an estimate on when normal billing
  operations will resume, but our leadership team is actively monitoring the
  situation and looking for ways to minimize negative impacts to our patients.
  
  We understand that this billing interruption
  is frustrating and are committed to finding alternative solutions to continue
  servicing our patients. Because we require access to Change Healthcare’s
  systems to provide itemized receipts, we cannot offer a detailed bill for your
  visit. However, we were able to confirm that your most recent visit’s claims
  were submitted and payment was issued on November ** ***** You should be able
  to obtain an explanation of benefits from your insurance carrier that will
  include the details of your claims and any payments for your records. If you
  have any further questions or need assistance with obtaining the claim number
  for your visit, please contact us directly at *******i********************   
  
  We apologize for any inconvenience experienced
  and thank you for your patience and understanding.

  Customer Answer

  Date: 03/26/2024

  This complaint is for my son ****** ******* who was seen on March **, ****. The insurance has still not been billed.

  Customer Answer

  Date: 03/27/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:This complaint is for my son ****** ******* who was seen on March **, ****. The insurance has still not been billed.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 04/01/2024

  Thank
  you for the additional feedback, ******* We were able to review ********
  records and confirmed that his visit occurred around the time that billing
  operations were paused, which did cause a delay in filing the claims for his
  recent visit. We understand that the delayed filing of claims impacts our
  patients and are committed to resuming billing functions as quickly as
  possible. While we cannot submit the claims to your insurance until billing
  operations resume, our Facility Director has confirmed benefits and will be
  reaching out to you directly to review the account and determine if any
  overpayment occurred so that you can be issued a refund as appropriate. If you
  have any further questions or do not hear from our Facility Director, please
  email us at *******i****************com so that we can
  assist.
  

  Customer Answer

  Date: 04/08/2024

  I was contacted by Guidewell and they are still unable to bill my insurance or print an invoice. Guidewell states this is all due to a cyberattack that occured weeks ago.