Business Profile

Vein Clinic

USA Vein Clinics LLC

Headquarters

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Complaints

This profile includes complaints for USA Vein Clinics LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

153 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

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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:02/06/2024
Type:Billing 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 received vein treatment procedure May 2023. Agreed to a payment plan of 3 monthly payments to pay off the amount do after insurance coverage using my **************** card. The payment plan was completed October 2023.11/30/23 - $40 charge to my **************** card. I called billing department; they confirmed my account was paid in full and refunded this amount.1/9/24 - $40 charged to my **************** card. Called billing department; said my account had zero balance and would get charges reversed.1/11/24 - An additional $40 charged to my **************** card. I called to ask that both get reversed and to remove my **************** card to prevent future billing. 1/24/24 - called billing as $80 charges still on my Amex account - supposed to get reversed 1/31/24 - called billing ****** they said their department is backed up on refunds 2/6/24 - called billing **** again as charges are still on my account. They said their computers are down and would have to call me back Tired of getting the run around since I have been paid off and confirmed I have zero balance on account
Business Response
Date: 02/14/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, **************************************** *************************************** came to our facility for the evaluation and treatment of venous insufficiency.

After thoroughly reviewing, *************************************** was charged due to a system error caused to charge patients that had zero balance. *************************************** was overcharged for the amount of $40.00 on 01/09/2024 and for the amount of $40.00 on 01/11/2024 by our automatic system. An escalation has been sent to the corresponding departments in order to take the necessary steps to avoid this in the future.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible. As a good faith measure to rectify this situation, we have refunded $80.00 to *************************************** and would be sent to her home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************
Customer Answer
Date: 03/21/2024

Complaint: 21255210

I am rejecting this response because: Hello,

I never received the $80 refund from USA Vein Clinics in the mail as mentioned in the case resolution.

Can you please re-open this case and / or contact the business?

Sincerely,

***********************************
Business Response
Date: 03/22/2024
Complaint ID: ********

We have requested a reissue of the check to be sent to ******************************************* address *****************************************************************************************. The check is expected to arrive in 2-4 weeks.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Initial Complaint
Date:01/31/2024
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.
This even happened in December 2023 I had ***************************** through employment and I went to *** Clinic for a free consultation to remove spider veins on my legs. After I left the consultation I was told that the insurance has to approve treatments so I waited several weeks and got a call that treatment was approved and to come in on the scheduled date and time. These treatments was in 6 different appointments. Now what they did not tell me is that this is an Oiutnof network provider and I knew this information because on the 6 day of treatment I got a call from the bill department that is calling from another state and saying I owe $2400 plus dollars due to my deductible and the the charges are out of network. This came off as a surprise and why didn't I get this phone call on the ***** treatment so I know what am getting myself into with these outrageous charges? Instead they called on the last day of treatment stating that I owe all these thousands of dollars to the provider. I have received treatment so there is no argument there but why wasn't it mentioned to me at the beginning of the charges and what me the patient would be responsible for?? I don't think it's right to do and this business need to be shut down. I need some resolution to this because it's a billing and insurance issue. And no I don't need my name to be going to collections because I am trying to purchase a first time house for my 4 toddlers.
Business Response
Date: 02/19/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, **************** *****. **************** ***** came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our USA Vein Clinics of ***** location by *********************************.

After thoroughly reviewing, **************** ***** attended appointments on 11/16/2023, 12/19/2023, 12/28/2023, 01/02/2024, and 01/04/2024. We billed **************** ******* insurance, ********** Blue Shield, and received the explanation of benefits for the above appointments informing the amounts amounting $4,159.42 applied towards a coinsurance and deductible per the benefit plan. It was until **************** ******* insurance, ********** Blue Shield, processed the claims and sent us the explanation of benefit we were able to know what was left as **************** ******* responsibility.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.

Customer Answer
Date: 02/19/2024

Complaint: 21225584

I am rejecting this response because it was no rush to do the treatments. If more time was needed for BCBS to process the treatments so I would know as a customer what I would be responsible for after the treatments completed. Instead all I got was insurance approval and when to start the treatments. The office gave me all the dates and time of treatment plan. I would appreciate that the billing department call me on the first schedule day to tell me that $x is my responsibility instead the billing department called on the last day of treatment to let me know I am responsible of billing that the insurance didn't cover. Why didn't the billing call me the first day of treatment to let me know this information? Instead waited until I did most of the treatments.

Sincerely,

****** Granr
Business Response
Date: 02/21/2024
Complaint ID: ********

After thorough review of *****************************;account we have determined the above charges to be correct based on the information provided by *****************************;insurance ********** Blue Shield of Florida. We have verified the amounts applied as part of a deductible per **************** ******* benefit plan and verified the information with all the claim details for her appointments from 11/16/2023, 12/19/2023, 12/28/2023, 01/02/2024 and 01/04/2024 was forwarded to **************** ***** by ********** Blue Shield of Florida. Information has been provided to **************** ***** via email and text in order to set up her payment arrangements in case the amount cannot be paid in full.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 02/22/2024

Complaint: 21225584

I am rejecting this response because this is Not about the insurance and what they paid on my behalf. This is about the debt that is the "patient's responsibility ". This is what the disagreement is about. What is the total that is owed? If this practice inform me of the charges that was going to be the patient responsibility I would not have done the treatments at all at this practice. This is what this ordeal is about not about the insurance and what they paid.

Sincerely,

****** Granr
Initial Complaint
Date:01/30/2024
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.
On 12/27/23, I had an appointment for a procedure that I did not wish to pursue. This appointment was made by USA Vein Clinics scheduling because it was in my treatment plan. However, I did not want the **** performed on my left leg. Each phone call/text I received to confirm the appointment, I stated I wanted to cancel it and did not want the procedure. I was told repeatedly by the scheduling that only the doctor can cancel it and I, as the patient can not. I repeatedly told them I do not want this appointment and will not be there. Further, on 12/26/23, I had an appointment in the **************** office for an ultrasound of my other leg and told the office I would not be at my appointment the following day. Nonetheless, I was charged a $250.00 no show fee for not showing to my appointment on 12/28/23. I have repeatedly called USA Vein Clinics to dispute this. I have been hung up on, not able to speak to a supervisor, told a refund request would be submitted and when following up, it is not in the system. Further, I have been told they would review the recorded line and then told I never called to attempt to cancel which is false. I have asked to listen to these calls and was told I can't. I tried multiple times to cancel this appointment prior to the day of service, but was unable to do so.
Business Response
Date: 02/22/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, ***********************************. *********************************** came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our Crown ***************** LLC location by ************************************

After thoroughly reviewing, *********************************** was able to cancel the appointment scheduled for 12/27/2023 within the time frame required as mentioned by ***********************************. Our records indicate the appointment was not cancelled appropriately causing the no show fee charge to ***********************************. We have escalated the issue to the corresponding department to avoid in the future.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible. As a good faith measure to rectify this situation, we have refunded $250.00 to *********************************** and would be sent to her home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 02/22/2024

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,

*******************************
Customer Answer
Date: 02/22/2024

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,

*******************************
Customer Answer
Date: 02/22/2024

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,

*******************************
Initial Complaint
Date:01/29/2024
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.
On 1/5/2024, I contacted USA vein clinics to get a true statement and transparency on what they would be billing me for. I wanted to ensure that the pricing would be within my budget. **** sent me a bill with the amount of service fees and what the in network fee would be, on the form it was noted that my deductible was ***** but it still had the adjustment with in network fees. I clarified and **** said that was my billing and cost of treatment. I proceeded with the treatment based on the information at hand. When I went to the clinic on 1/19/2024, I received a call from USA vein clinics and an email, to find out they were charging me ***** from the most recent visits. When I arrived at the clinic the front desk person also informed me that I had an outstanding billing balance, she then wanted me to sign a new terms of agreement presented by USA vein clinics. I called and spoke to ***** and he transferred me to his supervisor ****. **** was rude, he didnt listen nor was he concerned to support my understanding and concern for the hidden fees. **** said he would escalate it to the highest and would call me back. He did say that he would only be able to look at prior visits and if I proceeded with new visits, that I would be subject to their fees. I refused to move forward and cancelled my appointments. Today, 1/29/2024 and over the weekend, Ive been getting new appointment invitations and I asked to speak with someone. I also emailed USA vein clinics over the weekend. ***** called me today and said that his supervisor told me that what **** sent was an estimate, that is incorrect. He didnt tell me what ****** said was an estimate, he said **** was incorrect and wouldnt modify my billing to match what **** had. I then asked *****, if one of your employees send me a treatment and payment plan, why would I question it. I also included a bill from last year in July, when I hadnt met my deductible either and yet they charged me an adjusted price of 333.
Business Response
Date: 01/30/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, ************************ *********************** came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our USA Vein Clinics of ****** location by ******************************

After thoroughly reviewing, *********************** attended appointments on 01/10/2024 and 01/17/2024. We billed *************************** insurance company ********** Blue Shield and received an explanation of benefit reflecting $1,918.85 applied towards a deductible for date of service 01/10/2024 and $450.57 towards a deductible for date of service 01/17/2024 per the benefit plan. If *********************** disagrees with the decision, we advise *********************** contact her insurance for a further explanation.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 01/31/2024

Complaint: 21214573

I am rejecting this response because:
I asked vein clinics of ******* for a price list. For numerous months, they called and texted me, stating that my insurance approved. When I called at the beginning of the year. **** sent me the vein of clinics pricing plus the in network pricing. On that sheet, he included that my deductible would be 4,500.
Last year, during a free consultation, I was billed for a sonogram and it had an adjusted fee while my deductible wasnt met. Therefore, why would I question what a USA vein clinic specialist said. This isnt an emergency clinic fee, they should be upfront about the fees they will be charging and then I as a patient, can determine if I will proceed with the treatments. I have asked to speak with someone above **** the supervisor but that is the only person, who I keep getting transferred to. I kindly ask for transparency in pricing and in treatments. When you go to the clinics, they do not tell you about the costs. That is why I verified before treatment, to then receive a surprise billing. Please reconsider your stance.
Business Response
Date: 02/09/2024
Complaint ID: ********
After thoroughly reviewing, *********************** attended her initial visit on 07/12/2023. Our records do not indicate the appointment on 07/12/2023 was scheduled as a free consultation as mentioned by ***********************. On the recorded call on 01/10/2024 with representative ****, *********************** was provided with a patient responsibility estimate which representative informed ***********************. *********************** insurance ********** Blue Shield was billed and the claims were processed according to *********************** benefit plan, thus only knowing the amount left towards *********************** responsibility until claims were processed.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Initial Complaint
Date:01/25/2024
Type:Customer Service 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.
USA Vein Clinics continues to send bills for services that have already been paid by my insurance. They are trying to bill for the full, non adjusted amount, and then correcting the bill to be the correct copay amount when called. Final checks were cashed months ago and I am once again receiving the same bills that I already have records of being paid. The company also fraudulently referred me to a collections agency for the same bills that had already been paid by my insurance company in 2022. The collections were closed however, the same paid bills keep being sent as invoices and unpaid bills months after the issues have been "solved." This is predatory and fraudulent. Additionally, this company refuses to release medical records of the procedures they have performed despite multiple requests for medical records.
Business Response
Date: 02/14/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, ****************************************************************** came to our facility for the evaluation and treatment of venous insufficiency.

After thoroughly reviewing, ************************* was billed due to a system error caused payments to me removed from ***************************** account, thus causing the account to be sent to collections. ***************************** account has been adjusted accordingly and now reflecting zero balance and have contacted I.C. ************************ and had ***************************** account removed from collections. An escalation has been sent to the corresponding departments in order to take the necessary steps to avoid this in the future. Our records do not indicate a request of medical records was received from ************************* as mentioned by **************************

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Initial Complaint
Date:01/25/2024
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.
I went to this clinic seeking medical care and what I got was ripped off. The doctor never even examined me and the office dirty with overflowing trash and flies and smell of old food. I waited for a long time and paid my $25 copay in cash and provided my private insurance. When I was finally called in to see the doctor, he tells me that their internet is down and that they've run out of toner for the printer. He then asks me why I am there and I tell him. Without examining me at all, he pulls a receipt from where he had gone to lunch out of his pocket and proceeded to write down over the counter creams for me to buy at the pharmacy. He hands me this crumbled receipt in barely legible handwriting and sends me on my way. They then billed my insurance and now they won't stop calling me to bill me $159 deductible. I keep telling them about the experience and telling them that it is unbelievable for them to bill me when he didn't even examine me, didn't touch me and didn't see my issue with his own eyes. The advice he gave was what I had already been doing. This company preys on the elderly and infirm, charging up their medical insurance for services they did not render. They prey on people who don't speak english and those using ******** or ********* The doctor treated me differently and sent me on my way quickly which makes me feel like he knew he wouldn't be able to get over on me like they do to others. I want the bill they keep calling me about deleted. I want them to stop calling me and threatening me with collections over a bill for services I did not receive. I would like them investigated. They are scamming patients. Read their ****** reviews. Most are 1 star reviews with them same complaints. I'm glad I didn't leave a card on file and paid my copay in cash because another patient was charged repeatedly by this company for appointment that never happened. This place is a scam.
Business Response
Date: 02/13/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, ********************************** ********************************* came to our facility for the evaluation and treatment of hemorrhoids.

The patient was seen in our Pelham Pkwy ******************** Services of ** LLC location by *************************************

After thoroughly reviewing, ********************************* was scheduled for an appointment on 05/01/2023 which consisted of the office visit. We billed ********************************* insurance, United Healthcare, and received the explanation of benefits for the above appointment informing the amount of $184.00 applied towards a deductible per the benefit plan. A payment of $25.00 was processed on 05/01/2023 leaving a current amount due of $159.00. During the consultation process, ************************************ informed ********************************* that she would not be a candidate for the hemorrhoid artery embolization, thus recommending ********************************* to follow up with her primary care provider.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Initial Complaint
Date:01/24/2024
Type:Product 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 went in to get my veins looked at and to make a plan to fix them. I was scheduled for all my appointments, 10 in total. My first appointment was scheduled for 11/29, I got a call that morning to reschedule to the following day due to them falling behind. I did not work on the 29th due to appointment. I made arrangements to leave early on the 30th to make my appointment that day. I got a call 20 minutes before my appointment canceling, I was already my on way, so I went in. I have the call from them canceling. I get there and they tell me my rescheduled appointment is needing to be rescheduled AGAIN, at that time I told them to cancel all future appointments. The receptionist went back to talk to the doctor and asked if there was something they could do to fit me in, he stated that there was not because I was late. My appointment was for 2:45 and I was there at 2:38, mind you I got a call 20 min before my appointment to cancel. The receptionist then came out and stated she tried to call me earlier that day, no missed call or message was left. I stated to cancel ALL future appointments and I left. I was then charged a $250 no show fee for that appointment. I filed a complaint and refund. I spoke with ***** on 12/28 saying my refund was accepted on 12/13 and I should receive my check in ***** business days. We are now 1/24 and I still have no check. I attempted to call multiple times yesterday 1/23 and was connected to billing department but then placed on hold multiple times then hung up on. I left a message with the direct billing number that was text to me by someone at the call center, with no reply. Bottom line- I showed up to my appointment even though they canceled it, and I got charged $250. Please help me get my money back.
Business Response
Date: 02/14/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, ********************************************************************** came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our Gulf ***************** P.A. location by Dr. ***************************************** thoroughly reviewing, Ms. *************************** was scheduled for a series of treatments. Our records indicate Ms. ***************************;received a call regarding the appointment on 11/30/2023 needing to be rescheduled due to having short staff at the clinic. Ms. *************************** arrived at the clinic and requested to have all her appointments canceled. The appointments were not canceled appropriately causing the no show fee charge for the amount of $250.00 to Ms. **************************** We have escalated the issue to the corresponding department to avoid in the future.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible. As a good faith measure to rectify this situation, we have refunded $250.00 to Ms. *************************** and would be sent to her home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.

Customer Answer
Date: 02/14/2024

Complaint: 21191573

I am rejecting this response because:
The business states they have refunded my $250 and it was sent to my home. I have not received the money as of now. Want to know when I should expect the refund.
Sincerely,

*****************
Business Response
Date: 02/19/2024
Complaint ID: ********

We are currently reviewing the refund details based on the information provided. Our records indicate we mailed out a check to *****************************************************************. The check is expected to arrive in 2-4 weeks.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 02/19/2024

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. I will let you know if I receive the check. If I do not I will continue with the complaint.

Sincerely,

*****************
Initial Complaint
Date:01/12/2024
Type:Billing 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 was treated for Venous Insufficiency, which I later found out I never had. As a result, I never finished treatment. Two veins, one in each leg were closed off, which I was later told were perfectly good veins. Some appointments were for scans only. They performed numerous scans, apparently so they could bill my insurance. After the 2 treatments, I developed blisters and hard nodules in the area that have never dissipated. I also have increased swelling, especially in my right calf where the procedure was performed. I am glad I sought additional opinions from reputable facilities. Not only am I out co-pays, but USA Vein told me I am owed an additional $50.00 for overpayment that I have never received and my insurance was billed thousands of dollars. Four months after I stopped treatment, a charge of around $145.00 appeared on my credit card, which I never authorized and they claimed I had agreed to leave my credit card on file, which I did not. I have requested medical records, which I was told would be sent to me and I have never received. Everything has to go through a call center and the representatives are rude and very unhelpful. It is set up so that any communication attempts by you, the patient, go in a dead pile and your issue is never resolved. My checking account and my credit card were compromised and I had to close them down as a result of fraud. A representative at the USA **************** told me I should file a report with the **** I would like to resolve my complaint by obtaining my medical records for which I am legally ************ receive the $50.00 overpayment which USA Vein told me I am owed since a year ago, and to receive a refund of my $50.00 co-pays for treatment of a condition I never had and which caused me additional complications.
Business Response
Date: 02/19/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, *****************************. ***************************** came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our *** Medical of Manhattan LLC location by ************************

After thoroughly reviewing, ***************************** attended an appointment on 12/20/2022. ******************************* insurance ********** Blue Shield reflected a patient responsibility of $50.00 towards a copay per benefit plan. At that time ***************************** made the payment for the amount of $50.00 towards patient responsibility. We received the explanation of benefit for the mentioned appointment reflecting zero balance was left towards ***************************** thus causing ***************************** to be overcharged for the amount of $50.00.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible. As a good faith measure to rectify this situation, we have refunded $50.00 to ***************************** and would be sent to her home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 02/19/2024

Complaint: 21138212

I am rejecting this response because:
My private insurance was charged $38,000.00 for treatment of venous insufficiency, which I did not have. I found out after numerous requests for my records, which BBB was finally able to procure on my behalf. I was out multiple co-payments in addition for a series of scans that were unnecessary. The only actual treatment I ever received was to close off 1 under the surface vein in each leg that ended up making my condition worse. I now have 2 huge permanent unsightly bulges on either side of my lower calf as well as hard nodules that manifested at the site where my veins were closed off. I got a second opinion from a reputable facility and was told that perfectly good veins had been closed off and that I never had venous insufficiency. Not only that, but USA Vein on ************, the location I sought treatment, was filthy with dead roaches, tissue paper on the exam chairs that was never changed, and f**** on the toilet seat and the floor of the one restroom; one time left by the attending ******* ******************** I know from waiting for the occupant (GL) to vacate so that I could take my turn. My diagnosis of venous insufficiency came from USA Vein. There are complaints about this clinic that stretch for miles on the BBB website which I unfortunately did not know at the time. I have sincere doubts that any positive reviews on their own website are actually authentic. Not only that, but I wrote them checks for co-pays on the spot twice and then my checking account was breached. Since I rarely ever write checks and had written none in the recent past, I knew the culprit. There were amounts put through to the ******* of ******* for over $3,000 in unpaid parking tickets. I don't even own a car. Another amount was put through to an Internet and cell phone provider that I had never heard of. Then several months, after I chose to suspend treatment at their facility, a charge for services showed up on my credit card, for a month I hadn't even been there. They claimed I had given them permission to keep my card on file, which I would never do. I had to close down my bank account as well as my credit cards. They are not even members of the BBB. You can never get through to a local office, but instead you have to go through a central call center that never knows anything. I have been owed $50 for over a year and I was always told that my check was just waiting for approval. Oddly they are suddenly willing to resolve the issue of the $50, but it is too little too late. After what I have experienced, I expect a refund of my co-pays from the time I was a "patient" there. Unfortunately, my private insurance was still bilked. I also had transferred to ********* which they were not happy about, and kept insisting that I didn't have, even though I showed them my card, and continued to demand that I owed them co-pays at every visit. A representative at their *********** told me I should file a complaint with the FBI.
Sincerely,
*************************
Business Response
Date: 02/21/2024
Complaint ID: ********

After thoroughly reviewing, ***************************** attended appointments on 12/20/2022, 01/24/2023, 01/31/2023 and 02/03/2023. We billed ********************************* insurance company, ********** Blue Shield of ******** and ******** of ********, and received the explanation of benefit for the above appointments informing the amounts of $243.10 applied towards a copay and deductible per the benefit plan. If ***************************** disagrees with the decision, we advised ***************************** contacts ********** Blue Shield of ******** and ******** of ******** for a further explanation. Two payments of $50.00 were processed on 01/24/2023 and 01/31/2023 which applied towards the $50.00 copay left by ********** Blue Shield for each date, leaving remaining balance of $143.10 applied as a deductible by ******** of ******** for the appointment on 02/03/2023. Our records show we sent ***************************** notices via email regarding the outstanding balance with no response, causing the automatic charge to be placed on 04/30/2023 for $143.10 currently leaving zero balance. We have also reviewed the details pertaining to ***************************** stating she did not have the treatment and found no records the treatment was not performed. Each appointment ***************************** had was submitted and charged correctly to both the insurances provided at the time. Attached you will find a procedure consent form informing that ***************************** was informed what the procedure consists of and understands the procedures and treatment involves risk of complications and injury from both known and unknown causes. A complaint has been submitted regarding the bad experience and customer service ***************************** received and necessary action will be taken to avoid in the future. A refund of $50.00 that was overpaid was refunded to ***************************** and will be mailed to her home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 02/22/2024

Complaint: 21138212

I am rejecting this response because:
I called repeatedly to the *********** for over a year and each time I was told that my $50 reimbursement was awaiting approval. Because of all my past encounters with this business, I finally figured out that a check was never forthcoming. I don't trust them now. It was only after I contacted the BBB that I received a response of any kind, including belatedly my request for medical records. The documentation I received, only details the dollar amounts, not the actual treatments. I fortunately terminated my treatment with USA Vein before they could cause any more damage and con me out of more money. The response to my complaint by the "business" does not even address the majority of my issues for which I elaborated in my summary. I was also subjected to great security risks. There is no place to leave a review on their website, and for good reason. I contacted them about where I could leave a review and they gave me an email address and was told their marketing department would help me. No one ever responded. Of course, any positive reviews were fabricated. Leaving a review should be straightforward, in any case.
If you go to the BBB about this business, there you will find the pages of negative reviews and also the fact that they are not even accredited by the BBB. When I went for a second opinion, it was like night and day. It was a vein facility in a modern high rise building in midtown ***. It was clean and well-appointed and everyone there were very professional. I knew right off the bat, that I had been duped by USA Vein. The physician performed a scan and asked me if I had noticed any improvement after my treatment at USA Vein and I said no, that in fact the swelling and side effects seemed to be worse. He then said, "**************, I do not wish to take your money and treat you for a condition you do not have. What you have is not ************************ diagnosis was given to me by USA Vein and In fact, my true condition is Lymphedema of the Lower Extremities brought on by radiation for cancer. Thankfully I now have an authentic diagnosis.
They and their practices put me through h*** even after I ceased being preyed upon by their facility, Suddenly, they are offering to satisfy my dispute by returning $50.00. Why all of a sudden now? Let them address the rest of my complaint.

Sincerely,

*************************
Initial Complaint
Date:01/11/2024
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.
Nov. 8, 2023 I showed up early for a scheduled 12:45pm appointment at the *************** located in *************, ** A sign on the door read "Unfortunately we are running behind schedule. If you would like to reschedule please let front know!! Thank you!!"I asked how long, and was told at least an hour, that the scheduling **** had way overscheduled the doctor. I said I would like to reschedule. An appointment was added to the end of my treatment plan in early December. Imagine my dismay when I received an email indicating I had been charged $250 for a "no-show/late cancellation"!I immediately called *************** and was told it would take **** days for a refund to appear. I mentioned the issue to the staff at the clinic at my appointment the next week and was told billing is on a ***** day cycle and it could take a bit longer.It has been over 60 days and I still have not seen a refund. The doctor agreed with me that it was ridiculous and a refund should have been immediate, but it was out of her hands.I called USA Vein Clinics on: 11/8/2023 11/17/2023 12/12/2023 12/18/2023 1/11/2024 Each time I was told it would be resolved and somebody from 'the refund department' would give me a call. There was never any follow-up. The last time I called, 1/11/2024, I was told they were waiting for my insurance to respond to the claim for my last appointment to see if they had to withhold any of the refund. I never should have been charged the $250 to begin with. *************** customer service has been appallingly awful. I have no complaint with ****************** who treated me. She was very professional. My complaint is with the business practice of charging a patient for a 'no-show' when the patient actually came to the appointment. I was also told by the staff that if an appointment is rescheduled for within 30 days, there should never be a charge. I am extremely dissatisfied with USA Vein Clinics.
Business Response
Date: 02/23/2024
We are in receipt of the above referenced complaint from your office regarding our patient, *******************************. ******************************* came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our USA Vein Clinics of ********** LLC location by ***********************************.

After thoroughly reviewing, ******************************* attended an appointment on 11/07/2023. During the appointment process ******************************* informed *********************************** she did not want to proceed with her appointment. Our records indicate the appointment was not cancelled appropriately causing the no show fee to *******************************. We have escalated the issue to the corresponding department to avoid in the future.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible. As a good faith measure to rectify this situation, we have refunded $250.00 to ******************************* and would be sent to her home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 03/04/2024

Complaint: 21133329

I am rejecting this response because: Your website recommended replying to the message with further information ("Should you wish to respond, please reply to this e-mail with any documentation you may have to support your stance.") There was no option available to do that. Although *************** responded that they are looking into the matter, I still have not received a refund for a mistake on their part (incorrect appointment cancellation in their system by their employee when they were the ones who suggested I cancel when I showed up for my appointment on time). So, no, this issue has not been resolved and after almost 4 months, I'm still waiting for my refund.

Sincerely,

***************************
Business Response
Date: 03/08/2024
Complaint ID: ********

We are currently reviewing the refund details based on the information provided. Our records indicate we mailed out a check to **************************************************************************** on 02/23/2024. We have submitted an investigation to locate the refund sent to *********************************** mailing address. Once we receive a response we can provide details of our findings.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 03/11/2024

Complaint: 21133329

I am rejecting this response because:
I sincerely appreciate the response from **************** but as I have not received a refund check in the mail, I am not willing to yet confirm that this incident has been resolved. I will be on the lookout for a refund check at which time I would be happy to accept the business response and consider this case closed.

Sincerely,

***************************
Initial Complaint
Date:01/10/2024
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.
I went to *************** at ***************************************** in the Bronx back on 07/24/23. I paid a my copay and went for a follow up on 11/7/23. At this follow up the surgeon told me that the issue i was there for initially was resolved. He wanted to schedule me for follow up surgeries which were cosmetic and i felt were not needed. I had also been called multiple times from their call center between July to November to schedule my "follow up procedures" which the doctor did not discuss with me. After November 7th i received a notification for a November 20 or 21st appointment which i cancelled. I also had not scheduled this appointment. I then noticed i was charged $250 from my personal bank account as "St. ******** Professionals" which i did not recognize and closed my card and disputed the charge with my bank. I have learned that USA Vein is "St ******** Professionals" and they kept my card information including my pin in their system when i paid a copay in their office. I did not authorize them to keep my personal information for their use. They claim i owe them $10.00 from a copay which was charged incorrectly and have called me multiple times for $10 and to schedule additional procedures. When i mention the money stolen from my account without authorization they pass me to another department or hang up. On the few occasions i've had success, i've been told they made an error and are issuing a refund (all verbal on the phone and no email stating this in writing). I have continued to dispute this with my bank and have now elevated it to the BBB. I see their rating is justified and do not plan on any further business with these unscrupulous buffoons.
Business Response
Date: 02/23/2024
Complaint ID: ********

We are in receipt of the above referenced complaint from your office regarding our patient, ***************************. *************************** came to our facility for the evaluation and treatment of venous insufficiency.

The patient was seen in our St. ******** **************** Services of NY location by Dr. ******************************************************* has signed a signed financial agreement informing that by providing credit card information, which we securely store electronically, she granted permission to automatically charge the credit card on file for applicable charges.

After thoroughly reviewing, *************************** attended appointments on 07/24/2023 and 11/06/2023. We billed ******************************* insurance company, GHI Emblem Health, and received an explanation of benefits reflecting a payment of $174.40 by GHI Emblem Health leaving $50.00 applied towards a copay for the appointment on 07/24/2023 and a payment of $149.40 by GHI Emblem Health leaving $20.00 applied towards a copay for the appointment on 11/06/2023 per the benefit plan. Two payments of $30.00 were processed on 07/24/2023 and 11/06/2023 leaving an amount due of $10.00. *************************** was scheduled for an appointment on 11/06/2023 to receive the bilateral duplex scan sonogram/ultrasound. After the study was performed, Dr. ******************* notice *************************** had normal deep veins and no longer required treatment. Our records indicate future appointments were not canceled appropriately causing the no show fee charge of $250.00 to ***************************. We have escalated the issue to the corresponding department to avoid in the future.

USA Vein Clinics values our client relationships. Our doctors and staff always put patients first and strive to deliver the best healthcare experience possible. As a good faith measure to rectify this situation, we have refunded $240.00 to *************************** and would be sent to his home address on file.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************.
Customer Answer
Date: 02/23/2024

Complaint: 21114892

I am rejecting this response because:

I have not received a refund. Also I was never notified or told that my billing information would be archived and charged without my approval. Lastly, if I was told I wouldnt need a follow up why was one scheduled and billed. Refund my money already as no refund date was mentioned in the correspondence. Also I am a Mr. not a Ms. A review of your records should indicate such.

Sincerely,

***********************
Business Response
Date: 02/27/2024
Complaint ID: ********

We are currently reviewing the refund details based on the information provided. Our records indicate we mailed out a check to **********************************************************. We will contact *************************** with our findings and details of his refund.

We sincerely apologize for this miscommunication and appreciate you bringing it to our attention. Should you require any further assistance or clarification, please feel free to contact me directly at *************

Customer Answer
Date: 02/28/2024

Complaint: 21114892

I am rejecting this response because:

As stated I have not yet received a refund check or any refund directly from this business. Had such been issued previously I would have dropped the dispute.

Sincerely,

***********************

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USA Vein Clinics LLC is NOT a BBB Accredited Business.