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:04/24/2025

  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.

  My husband, ***** ****** started going to Clearway. The doctor prescribed three medications for my husband that he has been taking for years. Two of the medications was sent to pharmacy but his pain medication was not sent. He has called multiple times and even drove 40 miles back to clinic to no avail. He has been lied to about it being sent. He is in extreme pain for over a week. Something needs to be done about this neglect behavior from a health care provider.

  Business Response

  Date: 04/29/2025

  Hello,

  We have tried calling the patient multiple times but the patients voicemail was not set up to leave a detailed message, we also left details informing if the patient was to call back into our cell center, our agents would see the notes and ask the patient to provide us with the information we needed since we have not be successful with reaching the patient. 

  The medication was sent to Royal Pharmacy three different times, and verified sent on our end, when we called the pharmacy and spoke with the pharmacist to confirm but they stated it was not in there system. After these failed attempts from Royal Pharmacy saying it was not delivered. We needed the patient to call us back and provide us with a new pharmacy to send it to. We also informed the call center agents again if the patient was to call back, we needed a updated pharmacy for the patient to provide us with to resend the prescriptions. I have nothing noted that the patients chart that he showed up at any office during this time, as if that office was open our staff would of been able to fix and take care of the above concern. 

  On 04.23.25 we tried calling the patient and his wife to obtain a new pharmacy again but both phone number were not set up with voicemail. It was later that day on 4.23.24 at 4:24pm when the call center agent was able to provide us with an different pharmacy of "Dura-Med" to send his prescription over. On 04.24.25 the patient picked up his medication, this was verified it was it picked up. 

  Please create a voicemail box to receive messages from us, another way we can better communicate with the patient would be to set up the patient portal, staff and the patient can communicate directly. 

  Thank you 

  Clearway Pain Solutions

• Initial Complaint

  Date:01/13/2025

  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.

  When my husband turned in his pain medicine prescription at the pharmacy, they only gave him 24 pills out of 60. They owe us 36 more because they didn’t have enough to fill the entire prescription. Now, the pharmacy still doesn’t have the medication because it’s backordered. Tried messaging Clearway Pain Solutions through the portal and got no response. Tried calling them at least two times and was promised a call back. We still haven’t heard back from them a week and a half later. My husband is in extreme pain and suffering from headaches and withdrawals and is completely out of pain medication. Clearly we are just a number to them, but he needs some relief as soon as possible.

  Business Response

  Date: 01/17/2025

  Thank you for bringing this to our attention. In the absence of actually receiving a HIPAA release, our organization will have to respond broadly. Our organization endeavors to respond to all patient messages in a timely manner especially when medications or continuity of care depend on the response. Unfortunately, despite processes in place to prevent errors and delays, these calls and messages are handled by people, and delays do happen as a result of misrouted messages and staff members being out of the office. If this individual was impacted by one of these rare delays, we apologize and would be happy to discuss the matter with the individual. They can reach a member of our management team at 850-484-4080. 

  Customer Answer

  Date: 01/24/2025

   
  
  Complaint: 22798615
  
  
  
  I am rejecting this response because:  I called the number that was provided to speak to someone about this, but it is the same BS number that we are always sent to. This is not a rarity or the first time that this has happened. It is the norm. I would like a number that I can call and speak directly to someone in management.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/05/2025

  Hello, 

  Attached a direct number to reach a on-site manager 850-202-1376.

  Thank you 

• Initial Complaint

  Date:01/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On September 21st, 2021, Dr. DiSanto, MD performed an epidural lumbar injection for R.S.D. to the right lower extremity. I was billed for $580 for anesthesia, after insurance, which I paid by check. I was billed $80.90 for the doctor's bill, which I paid for by check. And I believe, I was billed $379.33 for the outpatient center called Interventional Therapeutics Institute, LLC, doing business as Clearway Sugery Center. This bill was paid by scheduled payment from the bank on October 7th, 2021. Bank showed that this bill was sent to Interventional Therapeutics Institute Dba Clearway Surgery Center.
  In January of 2022, I was contacted by Clearway Sugery Center to pay another bill from Clearway Pain Solutions for $379.33. I contacted the local Clearway Medical Billing Department and spoke with Kat. After searching the billing records, Kat found that I had paid the bill, but it was at another location. It was at the doctor's office location. She transferred the money from the doctor's side of the house to the Surgery Center side of the house. This ended up giving me a $5.00 credit. I asked if my account had any more bills. Kat told me I had a $5.00 credit; but yes, my account had a zero balance. I told her to go ahead and close my account because I wasn't going to use Clearway again. Kat closed my account. I verified this with Samantha, in the Billing Department, I had a zero balance and closed account. I have NOT done business with Clearway since 2021.
  In November of 2022, I received a bill from Clearway Surgery Center. It stated that I owed them $374.33, after my $5.00 credit for services rendered on 9/21/21. I've paid this bill!! I had my account CLOSED!!
  Why am I being billed for services 1 1/2 years later? I've tried calling the local office and all I'm told is that I owe them the money. I've tried calling the Maine office and it doesn't go through, the phone number has changed. No one can assist me with this complaint.
  I asked for a statement of services and an explanation of why I owe them the money.
  Why would this company wait 1 1/2 years to bill a CLOSED account? No one seems to know the answer. I haven't done any business with Clearway since 2021. Now, Clearway is threating to send me to collections.
  I NEED help resolving this problem.