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:02/23/2024

  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.

  I had an office appointment with ****************************** on January 18, 2024. At the time I had just met my maximum out of pocket expenses for my insurance. The front desk erroneously charged me $61.96. Since I was unaware that I shouldn't owe any money I paid the amount. As I was in the waiting room, I checked my insurance and saw that I was not responsible for any charge. As I left the practice, I spoke with the business manager who assured me that they would cancel the charge. That never happened and several weeks later I spoke to her on the phone. She connected me to a different person. I explain my situation and was told they only send out refund checks once a month so I would probably get mine at the end of the first week of March This is completely unacceptable and I would like my money that they never should have charged me from the beginning.

  Business Response

  Date: 03/27/2024

  Complaint ID: ********
  
  ************************************ saw ******************************* on 01/18/2024 and overpaid for his office visit.  We only have about a 20 min window where a transaction can be "voided" so our business office manager let him know that we would have to send him a refund check.  He called the early part of February to notify me ************************************* that he overpaid for his 01/18/2024 office visit in which he overpaid us $61.86 and requested an immediate refund.  I advised the patient that I had to follow the process put in place by our refund department in order to issue a refund and apologized for the inconvenience and advised that I would ask the department to expedite his refund.  Unfortunately, our department failed to expedite the refund. The refund check was processed and mailed to patient home address on 02/22/24.  Patient called back on 3/18/2024 stating he still had not received the refund check.  I apologized profusely and offered patient the option of coming by the office to retrieve the check, but patient declined because patient does not live close by, which I agree.  I verified patient address and confirmed with my refund department that the check mailed to the patient on 02/22/24 had not been cashed.  They stop payment on the original check, reissued another check on 03/22/24, and the check was mailed to the patient via certified mail on 03/23/24.  I called patient on 03/21/24 with no answer and left a message that the check would be mailed certified or overnight. I called the patient on 03/25/24 with no answer and left a message that check was mailed certified on 03/23/24 and someone will need to sign for the check.  I will continue to follow up with the patient to be sure the refund check was received and cashed.  I've attached the patient receipt for $61.86.  We truly apologize for the inconvenience this issue has caused **** and we will continue to improve our process to provide a better customer experience in the future.  We would like to encourage **** to please follow up with us if he does not receive the certified check mailed to him on 03/23/24 so we can try a different form of delivery.