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:03/21/2025

  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.

  When I made the appointment, I explained that I am undergoing chemo. They recommended Dr. ******* because of her background in oncology. The initial visit they did some of their testing and took lots of vials of blood. I had just come from the hospital so they had to take the blood over 2 visits. They posted all of the results on the website, but a lay person is not able to understand what it means or how to address any issues. I made the appointment to have the doctor explain the results and recommend a course of action, believing this was included in the $734 dollars I already paid and the lady did not mention to me that I would have to pay another $300. The day of my appointment, an earlier doctor appointment ran over and I called ************************************************ They told me no and that I owed a $300 no show fee after 15 minutes. A review of the results should be included in the initial fee. Otherwise, the tests are worthless. She said that they would waive the $300 no show fee, but to make an appointment to review the results (follow-up) is $300. I would never pay for tests, especially $734, that did not include the doctor discussing the results.

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to us. We sincerely understand how busy schedules can sometimes cause delays, and we appreciate your understanding of our office policies. As a reminder, our office is out of network with all insurance providers, and each visit is charged separately based on our established fees. Our policy does indicate that a "no-show" fee would apply for appointments missed without a 48 business hour notice, as well as for appointments that arrive more than 30 minutes late. However, on the day of your appointment management approve to waive the no show fee as a one time courtesy. The card was never charged. In order to receive an analysis of your results you will need to schedule a follow up appointment with the provider. This is clearly stated in all of our new patient paperwork.  If you have any further questions or concerns, please dont hesitate to reach out.

  Best, 

  ***** Ahmed 

  Operations Manager 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23101010
  
  I am rejecting this response because: It does not address my issue.  I have 6 reports based on blood work and other tests they performed.  The results and course of action to address any issues can not be determined by a non-professional. They are saying that I have to pay an additional $300 for a follow up to have someone reveiw the results of the tests that I already paid them $734 to take.   I only have page 5 only of a document that I signed, it does not make it clear that I need to pay $300 for a "follow up" visit to review my results!

   

  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/25/2025

  Hi, 

  This is outlined in our new patient paperwork under "New Patient Policies and Reminders": 

  Follow-Up Visit
  Your next visit is the follow up, which varies in length by complexity. This visit is a separate cost from your New Patient appointment. Your provider reviews your labs and creates your Phase 2 treatment plan based on your progress. Your provider may recommend more specific lab work as your progress is charted.
  Please allow 1-1.5 hours to complete your appointment (check-in to discharge).
  Your provider will determine the rate of your subsequent follow-ups. The majority of out patients are seen every 3 months until stable, and then 1-2 times per year. Shorter in length, these visits are more focused on specific issues, since the framework for your overall health should be set. You will have an average of ***** minutes with your provider.
  Applicable to Dr. ***** new patients: You may be seen by one of the Nurse Practitioners for your follow-up visits to ensure continuity of care. Dr. *** will review your plan of care with them directly, and weigh in on your treatment plan as needed. We encourage scheduling with any provider available, as we use a team approach for all patient cases.

  While booking your new patient appointment, this is clearly explained as well. We apologize for the miscommunication and if this was not clear for you. 

  Best, 

  ***** Ahmed 

   

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23101010
  
  I am rejecting this response because:  I don't see anything on the portal called "New Patient Policies and Reminders"and it was certainly not provided to me before I agreed to spend $734 for tests that would not include a review of the results. I don't have any written document that states what ***** writes.

  Even with ******* response, it is not clear, that you have to pay to have a review of your test results and there is nothing that states your "follow up visit to review your results is $***".  They didn't even tell me it would be #*** when I made the appointment. Obviously, they were going to tell me AFTER the visit.  Insurance does not cover any of this and to lead people on to services with no idea of what they are being charged is unethical. 
  

  None of what ***** wrote was "clearly" explained to me.  It is ridiculous that they schedule you for a follow up and you have no idea how much they will charge you according to what ***** writes. She claims the visit are 1-1.5 hours but the policy is that if you are 15 minutes late, you are a no-show and have to pay for the entire visit.
  

  I don't expect anything to change so I will pursue other options to alert others and any government agencies applicable about the way this company operates especially dealing with seniors. I informed them from the beginning that I was a 73-year-old undergoing chemo and looking for options to minimize the effects of the chemo. Why would I or anyone pay $734 for tests with no idea how much it will cost to have a review and plan to address the results?  That makes no sense!

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23101010
  
  I am rejecting this response because:  I don't see anything on the portal called "New Patient Policies and Reminders"and it was certainly not provided to me before I agreed to spend $734 for tests that would not include a review of the results. I don't have any written document that states what ***** writes.

  Even with ******* response, it is not clear, that you have to pay to have a review of your test results and there is nothing that states your "follow up visit to review your results is $***".  They didn't even tell me it would be #*** when I made the appointment. Obviously, they were going to tell me AFTER the visit.  Insurance does not cover any of this and to lead people on to services with no idea of what they are being charged is unethical. 
  

  None of what ***** wrote was "clearly" explained to me.  It is ridiculous that they schedule you for a follow up and you have no idea how much they will charge you according to what ***** writes. She claims the visit are 1-1.5 hours but the policy is that if you are 15 minutes late, you are a no-show and have to pay for the entire visit.
  

  I don't expect anything to change so I will pursue other options to alert others and any government agencies applicable about the way this company operates especially dealing with seniors. I informed them from the beginning that I was a 73-year-old undergoing chemo and looking for options to minimize the effects of the chemo. Why would I or anyone pay $734 for tests with no idea how much it will cost to have a review and plan to address the results?  That makes no sense!

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair 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.

  . I called the office (which was very hard to get in touch with) a few times to ask what the cost of a visit would be. When I finally got someone to answer the phone they almost made me faint when they said it was ********************** 300 for another Doctor. I said I'd have to think about it, because the price was so insane. I saved up the money and made my appt with Dr. **** My appt was booked months out, and I hoped that I was making the right decision to spend that much, when I can go to a holistic doc locally for 200. Dr. *** seemed very knowledgeable on my issue, so I went ahead. Had my appt, Dr. *** was nice. My appt felt short for that amount, but whatever. I didnt walk away with any great info, but she said she wanted to do a bunch of tests, which I expected. What I did not expect is the INSANE markup on the tests, but I always shop for my own as I am self pay, and called the office back to clarify that I don't have the money for thousands of dollars of tests and multiple repeat visits. They said I could shop for my own. I ended up cutting the list down to the most important tests, and found then for about half price and ordered them myself on Walk-in lab and canary club. Yesterday, I got my credit card bill and Centrespring charged FIFTEEN HUNDRED DOLLARS on my card. I called the office, because there surely had to be a mistake. Was told "1500 is what Dr. *** charges for a first visit" I explained that I would have NEVER made an appt for 1500, and was told not once, but TWICE that it is 600. The office just kept repeating the same story and I told them that I am willing to pay the 600 that I was quoted, but I'm not paying 900 more because THEY made a mistake on their end. I called my credit card and reported it. The receptionist then informed me that they'll send me to collections. After the fact, I look at YELP and there are MULTIPLE cases of this. I should have looked sooner.

  Business Response

  Date: 04/18/2024

  Dear BBB,
  We appreciate the opportunity to respond to the complaint filed by this patient regarding their recent experience at CentreSpringMD. Our priority is to ensure that all our patients receive the highest quality of care and service, and we take any concerns raised very seriously.
  Upon reviewing the details of *******'s complaint, we can acknowledge the discrepancy in the pricing information provided to them during their initial inquiry and subsequent appointment booking process. While our standard pricing for a first visit with Dr. *** is $1500, it appears that there was a miscommunication regarding this matter, leading to confusion and frustration on *******'s part. We sincerely apologize for any inconvenience this *** have caused her.
  At CentreSpringMD, we strive to maintain transparency and clarity in all aspects of our services, including pricing and billing. We understand the importance of providing accurate and consistent information to our patients, and we are actively reviewing our communication protocols to prevent similar issues from occurring in the future.
  In response to *******'s desired settlement for a billing adjustment, we will take action to rectify the billing discrepancy and ensure that she is charged the correct amount based on the information provided to them. We have reached out to her directly to discuss the matter further and address any outstanding concerns they *** have.
  Should ******* have any further questions or concerns, we encourage them to contact our office directly, and we will do our utmost to assist them.
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating a resolution.
  Sincerely,

  CentreSpringMD

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21514807
  
  I am rejecting this response because:

  No one has reached out to me from ************. When I reached out to them, they told me that the price was the price and if I didn't pay ******* I would be sent to collections. I told them I was willing to pay what i was originally quoted and that was all I would pay. 

  They have my phone number and email, and as of today, i have no vm or email messages from them, so them saying that they reached out to me of completely untrue. 

  It was ME who tried to get this settled prior to reaching out to BBB

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/18/2024

  We acknowledge that there was a miscommunication involving the pricing when the patient's appointment was initially scheduled, and are truly sorry for that. We appreciate *******'s part in reaching out to us to get the situation rectified.

  This morning we did process her refund for the difference in pricing, and our management team was alerted to reach out to her. We were not able to reach her by phone, but will send an email notifying her of our apologies and of her refund.

  Customer Answer

  Date: 04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************