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:10/05/2022

  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.

  Acct. #********* Surprise Billing I was once a patient at this practice. I have not been seen by anyone at this facility since end of 2020. Using their online portal, I did schedule an appointment in May/2022 according to the billing statement they provided. I do not dispute scheduling an appt. The appt was subsequently cancelled by the practice. When I called to inquire why, I was told that the doctor was ill. I reached out to the doctor via the online portal and sent a message about the cancellation, and to update my current medical status. As they were not able to meet my medical needs, I moved to a different practice. Then today, Oct 4, 2022 (4 months later) I received a bill in the mail for $50 for a No Show Charge. I reached out to the practice to remind them that they had cancelled my appt, and that I never rescheduled. They insisted that the charge was accurate. I was told that I would hear from the billing manager, but I have not. I've since sent a letter formally disputing the charges and asked for the billing statement to be corrected to accurately reflect my zero $0 balance statement. I've not heard back.I know the Georgia law concerning 'surprise billing' is intended to cover patients from 3rd party billing, but this seems like a method of surprise billing. Not only was it sent months after the alleged no show appt date, but is sent in such a manner it leaves patients with no recourse. Had they contacted me in a timely fashion, I could have printed off the email showing that they had cancelled the appointment. When they cancelled, they did not indicate that I should hold onto records in the event there was a problem. Even if I would have, I would probably not have held on to a cancellation notice for 4 months which is the amount of time that have elapsed since the erroneous no show date. This is shoddy bookkeeping at it's best, and fraudulent billing at it's worst.

  Business Response

  Date: 10/24/2022

  ********************* was registered in our electronic medical records system as calling into our office at 10:48 am on 5/17/22 and scheduling an appointment for 5/19/22 at 1 pm.  The patient did not arrive for the appointment at that date and time which was registered in our system as a "no show".  

   

  Pursuant to our customer financial policy, which the patient signed before becoming a patient, she was responsible for and charged a "no show fee".

   

  Our billing system was delayed by several months in sending out patient bills and unfortunately she did not receive the bill for the charge for several months.

   

  The patient claimed that although she remembered calling around that time for an appointment she did not actually schedule one and did not feel she was responsible for the fee because she would not have failed to show up if she had an appointment.

   

  We decided to remove the fee as a courtesy to the patient because she became increasingly problematic and we started to notice ****** reviews not long after she posted something for suppossed patients which we do not actually have.

   

  Please see attached for a copy of our EMR appointment information for this patient.

   

  I hope this resolves this matter.