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:10/04/2022

  Type:Order 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.

  The Cobb Regenerative & Joint Clinic is a Network provider with Aetna. As a Network provider they have agreed to procedures and reimbursements. When providing services to my wife, ********************, in March and April of 2022 (3/1, 3/8, 3/15, 3/16, 3/22, 3/23, 3/29, 3/30, 4/5, & 4/6) they overcharged us for durable medical equipment and injections that are covered by our Aetna policy. The amount of overcharge is more than $900 which they have refused to refund.

  Business Response

  Date: 10/05/2022

  Dear BBB,
  
  In response to the customer complaint, we at **** ********************** and ********************************************* have not denied to reimburse for any overpayment, but was under the impression that the patient would continue services and have the amount of monies applied to the overpaid amount. We were directed by our billers to collect co-pays and that is where the overpayment occurred. We are still awaiting the 'Explanation of Benefits' (EOBs) from the insurance company, thus charging the recommended co-pay amounts. We strive to make sure all of our patients are taken care of both physically and financially and would never want to impose burdens on anyone. We will work with the patient through continued visits and reimburse her through continued services at our clinic. If she would like to resolve it another way, we will be happy to discuss and come to a resolution. We are grateful for her as a patient at our clinic and will do everything we can to make sure she is a satisfied.

  Thank you!

  ~**** Regenerative & Joint Clinic 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18161068
  
  I am rejecting this response because:  1.  I requested a refund through the billing office and received no response.   2.  ********************* sent Explanation of Benefits statements to the clinic following each office visit or procedure.   3.  The billing office did not submit precertification requests to the insurance company as required of Network providers for covered medical procedures.   4.  On October 4, 2022, I met with the office manager and requested a refund of overcharges specifically related to the leg braces (aka "Durable Medical Equipment") purchased in March, 2022; and offered to settle up after knee injections scheduled over the next several weeks.  He and I agreed that we will review all charges, payments, and Explanation of Benefits statements to determine the refund or balance due and project charges to be incurred in the next several weeks.
  
  Sincerely,
  
  Coll Wise