Complaints

This profile includes complaints for Jax Spine & Pain Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Jax Spine & Pain Centers has 14 locations, listed below.

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  Jax Spine & Pain Centers

  5191 First Coast Tech Pkwy Fl 3 Jacksonville, FL 32224-0609

  
• 

  Jax Spine & Pain Centers

  15255 Max Leggett Pkwy Ste 5900 Jacksonville, FL 32218-7273

  
• 

  Jax Spine & Pain Centers

  1507 Alice St Waycross, GA 31501-4530

  
• 

  Jax Spine & Pain Centers

  2349 Village Square Pkwy Ste 107 Fleming Island, FL 32003-4319

  
• 

  Jax Spine & Pain Centers

  400 Clyde Morris Blvd Ste B Ormond Beach, FL 32174-8172

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:11/14/2023

  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.

  I was in the office on 10/23/23 to receive a steroid injection in my cervical spine. On the way out, I was nauseous and in pain. I was told the cost for that visit was $210.20. I told them that did not sound right and I believe I only owed a co-pay of $20. I was told I was wrong, and I owed $210.20. I was feeling very ill and just wanted to get in the car and go home, so I paid and then contacted my insurance the next day. My insurance verified I only owed $20. I called Jax Spine and Pain center to tell them I was owed a refund. At first I was told I was wrong, again, but then the woman I spoke with agreed that I only owed $20. She told me they couldn't refund me until all my future appointments were completed. I asked her why, and she didn't have an answer. I asked her why I was charged $210 in the 1st place, and she said that was just an "estimate", which made no sense. When I told her it made no sense, she just reiterated that it was an "estimate". I told her I wanted to be refunded today. She said she could begin the refund process today, but that it would take 8 weeks. When I asked why it would take 8 weeks, at 1st she said it was because the physician, along with other people, have to approve it. She didn't have an answer for why the physician, who has nothing to do with insurance or co-pays, needed to approve a refund of MY money! I cancelled all future appointments and told her I wanted my money back. Scary thing is, if I never questioned this, they just would have kept my money. Makes me wonder how many other people they have done this to and got away with it.

  

  Business Response

  Date: 11/16/2023

  Hello,

  Per our Revenue Cycle/Billing Manager at *** Spine & Pain Centers, we have refunded the patient's credit card $210.20 and notified patient of this status.

  Thank you.

   

• Initial Complaint

  Date:09/12/2023

  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.

  This company is telling me one price and them charging me a higher price and withholding services until I pay the higher amount. I pay in full at each visit and I also ask what my out of pocket amount will be before I schedule any appointment. When I show up for appointments, I am told I have a passed due balance and cannot be seen until it is paid. I have paid in full each visit and have never received a bill from this company. I am left with no other choice but pay whatever they say I owe or I cannot be seen. I have contacted an attorney and plan to take further action.

  

  Business Response

  Date: 09/21/2023

  We have tried multiple times to contact patient to discuss billing issues. 

  Response from Jax Spine & Pain Centers Billing Team:

  The amounts that were quoted to patient relate to the patient’s
  deductible amounts and did not include any Out Of Pocket information about the UDS, we
  never quote that as we do not know it will be a part of the New Patient visit.  Patient did
  pay when seen and was asked to remit for balances as her insurance processed
  claims.
  
  To date, she is clear on any pt balances after her payment
  yesterday, 09/11/23.  We will just be waiting for her insurance to process her
  last two (2) visits for 08/29/23 and 09/11/23.

  Thank you,
  

  Jax Spine & Pain Centers Billing Team

• Initial Complaint

  Date:03/09/2023

  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.

  I paid cash for a procedure for my husband since the insurance had not yet approved it and he was in severe pain. Our health insurance ended up paying Jax Spine and Pain in retro for the procedure. I now have a credit for the amount we paid, but Jax Spine and Pain will not refund the money owed to us after 3 attempts. I have not been able to resolve this and obtain the refund. This is from a procedure in September 2022.

  

  Business Response

  Date: 03/13/2023

  Good morning,
  
  I spoke with the patient @ 7:34 am. I advised that I was
  having refund expedited and I would reach back out to him today to provide
  status.
  
  The patient was very understanding.
  
  I sent email to **** in Accounting to expedite refund. I
  text the patient my direct number to contact me regarding the refund.
  
  Thank You
  
  
  ******* *****  * ** *******
  ****** ************   **** **** ************* *** **** 
  ***** *********************
  ****************
  ********* ***** ********* ************* ***** ******* *** ************ ***********
  
  
  
  This email and its attachments may
  contain privileged and confidential information and/or protected health
  information (PHI) intended solely for the recipient(s) named above. If you
  are not the recipient, you are hereby notified that any review, dissemination,
  distribution, printing or copying of this email message and/or any
  attachments is strictly prohibited. If you have received this transmission
  in error, please notify the sender immediately at 904.223.3321 and
  permanently delete this email and any attachments.
  
  

• Initial Complaint

  Date:01/13/2023

  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 have an appeal in process for the past 90 days. Reason I was in a car accident under Jax Spine Care. Jax Spine over charges an auto insurance claim. I asked from the start to use my health care insurance because they have a contract agreement with UF Health Care systems that would be less payment out of pocket for myself. The party that caused the accident had not enough insurance to cover my needs. When asked the billing department they said be best to charge my auto insurance. As I moved forward with treatment. State Farm only pays 80% of coverage. When I questioned Jax Spine the answer was once we start processing, we have to stay with Auto Insurance and will use your Health Care Insurance as a secondary. Jax Spine is now billing me for the remainder of what State Farm did not cover. Also, they have not used or tried sending reminder of bill to Florida Blue. I should have stood my ground with - to use Florida Blue it would have been cheaper out of my pocket. Also, on top of things I was schedule see the doctor on my last visit. Instead Jax Spine send in a PA. I was in office 10mins and stated to the PA to close the file and office because they are over charging my Auto. Jax Spine charged me $512 for 10 mins and stated a PA gets paid the same amount because she went to school too. I disagree, if your over charging from the start and schedule me for a doctor review than I should get a doctor not a PA!! The PA wanting to do more testing that is Unnecessary and run up the bill. (It was not in my best interest to have the testing) JAX Spine contacted State Farm and new how much was left on my PIP and wanted us it up and then bill me more so, I feel this is bad business. Jax Spine is using the system knowing that their Florida Blue contract would have been cheaper for me to use but not for them. They did not look out for my best interests. I am retired and on a fix income. I am also a Veteran with Honors. Shame on Jax Spine for Scamming the insurance company.

  

  Business Response

  Date: 01/19/2023

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

  5/19/22 patient was seen
  as New Patient.  Claim submitted in the amount of $675.00 to State
  Farm which they paid $270.13; patient was billed 20% coinsurance in the
  amount of $67.53.
  

  6/9/22 Patient received
  Cervical MBB, Claim submitted in the amount of $1552.00 to State Farm
  which they paid $620.83, patient billed 20% coinsurance in the amount of
  $155.21.
  7/12/22 Patient was seen
  by Provider for follow-up appointment after procedure performed on 6/9/22.
  Claim submitted in the amount of $512.00 to State Farm which they paid
  $204.75; patient billed 20% coinsurance in the amount of $51.19.
  10/13/22 Patient was
  seen by PA for follow up appointment. Claim submitted to State Farm in the
  amount of $512.00 which they paid $174.04; patient billed 20% coinsurance
  in the amount of $43.51.
  
  Per our Jax Spine & Pain Centers office policy we do not bill services to medical
  insurance (Florida Blue) until we receive a letter of exhaust from Auto carrier
  State Farm.  At this time, the patient is responsible for a balance of
  $317.44, a 20% coinsurance due after his Auto carrier State Farm was billed for
  services above.
  
  Thank You,

  Jax Spine & Pain Centers Billing Department

  Customer Answer

  Date: 01/22/2023

  
   

   ********** ********

  
  
  

  I am rejecting this response because: There was a choice, please go back to my first letter. Because UF had contracts it would been better to use my Health Care from the start as a Standard Patient. I was being transferred over. They couched me into using State Farm so they could charge more. Knowing if I used my health care it would cost lease for me. The State farm will never show any type of exhausted case or account because state farm only pays 80% so because of that. Jax Spine over charges State farm and Then Jax Spine forwards the remainder of bill to me.

  Jax Spine pushed this rout on me saying it would be better when I questioned, this is my complaint - If I had stood my ground and not couched as they done. UF health Care has a contract with UF their charges come in at a different rate and would have been less for me. I would have paid my co-pay, and this would never been issue. Jax spine is using the insurance system. Also, to add Jax Spine wanted to run more test that was not necessary to get more money out of my State Farm. My last visit I was to see a doctor not a PA. They again charged same rates to State Farm then Jax Spine charged me the remainder. This is the scam part.  Had they done what I asked knowingly --- It would been cheaper to us my health care from the start.  Jax Spine used the insurance system too gain for greed and not help the patient. Know Jax Spine has me in stress trying figure out why I was treated in this matter. I am Retired on a budget and a Vet.,  Jax Spine used insurance system.

  
  
  

  Regards,

  
  

  ***** ******

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 02/01/2023

  Jax Spine and Pain Center
  schedules patients that have had the misfortune of being involved in a motor
  vehicle accident. This is the case with ***** *******
  
  It is protocol for the patient to
  provide their liability insurance for these types of visits as medical coverage
  will deny stating another primary insurance is responsible for the care.
  
  *** ****** presented with the
  appropriate coverage through his State Farm policy. All services to date have
  been filed with the State Farm plan.
  
  In the State of Florida, the PIP
  coverage will stay in play until the $10,000 has exhausted for the individual.
  *** ****** has not reached that maximum yet in his care; therefore, those
  benefits have not become exhausted.
  
  *** ****** has received monthly
  statements since 08/09/2022 (a total of seven (7)) outlining his responsible
  balances.
  
  The practice does offer payment
  plans if needed to assist patients with outstanding balances. We are more than
  happy to do so now.
  
  
  Thank You,
  ***** ***** * ******* ***** *******
  ****** ************  **** **** ************
  ****** *******************
  WWW.JAXSPINE.COM
  “Patients first employing compassionate care, respect and
  unparalleled expertise.”
  
  

• Initial Complaint

  Date:11/09/2022

  Type:Product 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.

  Hello,
  
  I am a patient of Dr. ******** at Jax Spine & Pain Centers. The office overcharged my account therefore I have a credit of $99.00 for an office visit that I had back in August 2022. I received my EOB statement and confirmed that my insurance paid the amount leaving me a refund of $99.00. I've called Jax Spine & Pain Centers every week for the last 8 weeks and can't seem to get a straight answer on when my refund check will be sent back to me. Thank you.

  

  Business Response

  Date: 11/21/2022

  From: ***** *** ****** <*******************>
  Sent: Monday, November 21, 2022 3:29 PM
  To: **** ******* <*********************>
  Subject: Re: Better Business Bureau Complaint Final Notice

   

  Hi ****,

   

  I apologize for not getting back to you.  I was out of the office part of that week during 11/09/22.  We have refunded this patient (***** ********) the $95 that was a credit on her account.  This was sent to patient on 11/14/2022. What documentation do you need from us proving this was taken care of days after the initial complaint?

   

  Thank you,

   

  ***** *** ****** | ******* ********* *******/Front Office Manager
  Direct ************  Main Line ************  ext ****   Fax ************

  Email******************* **************** “Patients first employing compassionate care, respect and unparalleled expertise.”

  
  

  Customer Answer

  Date: 11/22/2022

   

  From: ***** ******** <******************>
  Sent: Sunday, November 20, 2022 4:34 PM
  To: Info <*****************>
  Subject: Re: You have a new message from the BBB of Northeast Florida in regards to your complaint #********.

   

  Hello,

   

  I just received my refund check from Jax Spine Center PA. I know it was quickly resolved because of the BBB. Thank you for your assistance. I would like to close this complaint.

   

  Warmly,

   

  ***** ********  

  #********

  904-********