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:06/21/2023

  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.

  This office is a business, and it should be accessible to the clients that it charges. It's way to hard to get a hold of someone at this office. I had my yearly doctors exam coded wrong and I got a bill from my insurance company. I called to speak to the office, but the only option is to leave a message, and you can only leave a message during office hours, which is four days a week 8:30-4:30. Outside of office hours the answering machine is unavailable and the option to provide the financial advocacy phone number is also taken out of the answering prompt. There is no public email. The only way to contact this office outside of business hours is through the patient portal, of which the site was down or not working properly. When I called a few months ago, their financial advocacy line was not working. I instead left a message during work hours with the main office who knew their financial line was not working, and received a call back which I missed because I was at work myself. I called again to leave a message and never received a call back, I assumed they fixed this simple issue. Months later I have a collections call and this bill is with a debt collector. I called the office twice during work hours and all I got was 'this voice mailbox is full' response, and my patient portal is down or not working correctly still, I am unable to access the messaging features. This office needs to restructure it's communication because this is not meeting a basic standard of customer service or financial responsibility to their patients. I have gone into collections over a small coding error, that was brought to their attention in several voice mails and one conversation with the office, it was not fixed or explained to me. The services that are being used such as their phone answering system, patient portal and financial advocacy line are either not up to par, or unreliable at best. It's unacceptable to be unreachable when you send out bills to be paid.

  Business Response

  Date: 07/11/2023

  I read your complaints and reviewed your SW Florida Women's Group account and FWC Laboratory account. First, we do have a "public email" address. It is listed on our website. However, the quickest way to contact the office for non-emergent issues is via your patient portal that I see you used in the past to communicate with us. The portal is available 24/7 and is checked by the staff during regular business hours, Monday through Thursday. I also see that the ************** attempted to return your call  that was left on the Billing Line in April 2023 regarding your bill but was unable to do so because there was no answer and your cell phone voice mail wasn't set up. I also see that the message you left in the ************** in **** was returned to you.  Initially, you didn't pick up, but per your instructions another call was made and you picked up. Notes on your account from that call state that your bills for January 30, 2023 were discussed.  It was explained to you that nothing was miscoded. Your office visit with **************** did pay 100% BUT the procedure performed that same day had an $85 copay. Your FWC Lab bill from January 30, 2023 was also discussed.  There was an $80 copay due to the lab for the surgical pathology and you were given the telephone number to FWC Lab to settle your account with them.

  Also, I see that patient statements were sent to you from FWC Lab on 2-16-23, 3-13-23 and 4-7-23 and before FWC Lab sent your $80 copay balance to the ****************** they contacted you on the following dates: 03/17/2023 ******************pay reminder call made to the patient 20 days after a patient statement of ******* level 1 was sent: Call placed to patient. Left message., 04/10/2023 ******************pay reminder call made to the patient 20 days after a patient statement of ******* level 2 was sent: Call placed to patient. Disconnected before results., 04/21/2023 ******************pay reminder call made to the patient 10 days after a patient statement of ******* level 3 was sent: Call placed to patient. Disconnected before results., 04/21/2023  ******************pay reminder call made to the patient 10 days after a patient statement of ******* level 3 was sent: Call placed to patient. Disconnected before results. and lastly on 05/05/2023 ******************pay reminder call made to the patient 20 days after a patient statement of ******* level 3 was sent: Call placed to patient. Disconnected before results. 
  

  I hope that this clears up your issues and please reach out via your patient portal or our email address ******************* with any further questions.