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:04/03/2023

  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.

  A couple of months prior to my Dr's visit, I received a call from the provider asking to schedule a physical for my husband as it had been a little over a year since his last physical. While on the phone with the lady that called, I messaged him and we were able to make an appointment for January 19, 2023. We have a free physical once a year, it costs us $0; but the provider billed it as an office visit which cost us $87.28 out of our health reimbursement account. When I first noticed the discrepancy, I contacted the provider's billing dept on 2/15/2023 and spoke to Steve. He looked it up and promised to contact them and get back with me. I asked him who he meant by "them"; he said the front desk. On 2/23/2023, I had not heard from Steve so I called again; nobody answered so I called two more times then decided to call the office and spoke to Sharlene, the Manager. She confirmed their error, and promised to reverse the charges. On 3/21/2023, I called, Cheryl told me Sharlene was on the phone and she would call me back. I left detailed message. On 3/28/2023, I called again and spoke to Cheryl who told me Sharlene was not in the office. I asked for the Dr, I was told couldn't talk to him. I asked for Sharlene's boss I was told she is "it". I informed Cheryl they were delaying my husband's colonoscopy by holding our money hostage, Cheryl said there is nothing she could do. I told her I would be in the office with a police officer, she said "do what you got to do" and hung up. I did contact the police and they told me what to do. To my surprise, Sharlene was there when I arrived to the office! she made me wait 37 minutes. She then took me to an office and spoke to a James (billing manager) and asked him to fix their error. He promised all would be resolved that day. Sharlene was supposed to send me an email. It's been two days since my visit with Sharlene and I have not heard from her. As of two minutes ago, no change has been made and I am still out the money.

  Business Response

  Date: 04/26/2023

  Dear BBB,
  
  My name is
  James from Town Center Family Practice INC, working as billing, revenue and HR
  Manager. Thank you for bringing this to our attention and opportunity to
  respond on this complaint.
  We did
  receive a complaint from this patient (***** ****) on 03/31/2023 stating that
  we billed incorrect services on the claim we submitted to insurance. Instead of
  “Routine Physical Exam”, our system erroneously sent the claim with date of
  service 01/19/2023 with office visit code to ******* **** insurance, that
  resulted in patient responsibility.
  However,
  when we received the complaint from patient on 03/31/2023 we made the
  corrections on the same day and refiled this patient’s claim to insurance with
  Routine Physical Exam code. ******* **** (Patient’s insurance) reprocessed the
  claim and paid us without applying any patient responsibility.
  Now this
  patient (***** ****) does not owe us any balances and we have cross checked
  this in our system. We will call this patient and let them know that they don’t
  owe us any balance and as we did promise them we have corrected the claim.
  Please do
  let us know if you need any additional information from our end and if you have
  any further questions, I may be contacted at *********** or you can Email me at ***********************************
  
  Thank you,
  James