Complaints

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

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• 

  USA Vein Clinics LLC

  304 Wainwright Dr Northbrook, IL 60062-1900

• 

  USA Vein Clinics LLC

  2033 S Broad St # 2035 Philadelphia, PA 19148-5505

• 

  USA Vein Clinics

  214 College Park Plz Ste 106 Johnstown, PA 15904-2833

• 

  USA Vein Clinics

  313 Logan Ave State College, PA 16801-4623

• 

  USA Vein Clinics

  1000 Stonewood Dr Ste 210 Wexford, PA 15090-8386

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:01/08/2024

  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 had a procedure done at the ******* , ** office. It started in January 2023. I was asked to pay $622.00 out of pocket. I was charged three different amounts. The amounts were $540.00 on January 23. The second amount was on February 14th, $40.00. The third amount $42.00 which was on February 15th. I have been trying to get my money back since July of 2023. The North ************** office won't give me a straight answer. Its in the system , yes it is in the system, I will receive a check in ***** days. A supervisor will call me back, ETC. Even my insurance Humana did two three way calls. They said the company shouldn't have charged so much. I think maybe because of my age, 86, they are trying to ******* me out of this money. Can you please help me? The complaint is against ******** clinic. The address is *************************************************************** . The phone number is ************. The second one was against USA VEIN CLINIC OF *****,LLC. The address is ********************************************************************************. The phone number is ************. The money needs to come from the billing department in North ******

  Customer Answer

  Date: 01/23/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/20/2024

  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 appointments on 01/31/2023, 02/14/2023, 02/15/2023 and 02/17/2023. On 01/31/2023, Ms. ***************** insurance, **************** reflected a patient responsibility estimate of $565.74 towards a deductible, coinsurance and a copay per benefit plan. At that time ***************************** made the payment for the amount of $540.00 and the payment for the amount of $25.00 towards patient responsibility. On 02/14/2023 and 02/15/2023 reflected a patient responsibility of $67.25 towards a coinsurance and a copay per benefit plan. ***************************** made payment for the amount of $40.00 and for the amount of $25.00 on 02/14/2023 and payment for the amount of $42.00 and for the amount of $25.00 on 02/15/2023 towards patient responsibility. On 02/17/2023 reflected a patient responsibility of $25.00 toward a copay, ***************************** made the payment for the amount of $25.00 but payment was voided due to the unapplied payment for $42.00 on 02/15/2023. We received the explanation of benefit for the mentioned appointments reflecting the amount of $25.00 applied towards a copay per benefit plan, thus causing ***************************** to be overcharged for the amount of $597.00.
  
  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 $597.00 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: 02/26/2024

   
  Better Business Bureau:
  
  I wish to settle my complaint against USA Vein Clinics. I am in disagreement that a $25 payment was ever voided, not according to my receipts and credit card bill. I am happy that I got $595 of my $622 owed back but not without your help and that of an attorney. It has taken me 7 months, numerous telephone calls and lots of anxiety dealing with this matter. I do not know how they can own a thriving business and operate this way. I think an investigation should be made into their billing department. They do not want to return any money over/paid. Do not trust this company. I am settling because $25 is a small price to pay to get out of this situation.
  
  
  Sent from my iPhone

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

• Initial Complaint

  Date:01/01/2024

  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 contacted *************** for a consultation for varicose veins that I have. I decided not to have the laser surgery that was suggested. I specifically told them that I didnt want to have the surgery. I am receiving harassing calls/voicemails from them everyday asking me to schedule an appointment for vein surgery. They call me multiple times a day and leave several voicemail messages. *** contacted them and asked them to stop calling me and they continue to harass me. I blocked the number then they call me from a different number. Im beginning to think that *************** is a scam. I just want them to stop calling me. Please help.

  Business Response

  Date: 02/19/2024

  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 *************** of ******** LLC location by *************************************

  
  

  After thoroughly reviewing, ********************* was scheduled for a series of appointments that were canceled. Our automatic system is program to generate a call to the patients that had missed/canceled their appointments in order to help reschedule. We placed alerts on ************************* account so calls stop generating and 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. 

  
  

  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/31/2023

  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 was having difficulty/pain in my legs and my dermatologist referred me to a vein specialist. I went in for an ultrasound and was diagnosed with 5 target areas of veinous insufficiency in my legs and scheduled appointments. The first one was scheduled for 10/31/23. When someone from administration called to confirm the appointment, I asked about coverage and was told everything was covered. I was used to being told the amount before the procedure, but knew I was close to meeting my deductible so assumed it had been met and everything was covered. I went in to have the procedure as scheduled and was scheduled to have the next procedure on 11/7/23. Again, someone from administration called to confirm the appointment and I said, As long as everything is covered, and jokingly said because I dont want to be blindsided. I was again assured Everything was covered. When I went for my procedure on 11/7/23 before checking me in someone at the front desk let me know I had a balance of over $1900 for last weeks procedure. Come to find out, I was out of network, and everything was not covered as I had been told. It would have been over $1900 for every single procedure, and they had not disclosed this information and had falsely led me to believe it was covered. I would never have it performed if this had been disclosed. I have now found an in-network provider for same procedure and it is $137 total cost. *************** would have let me go to all the procedures lying about it being covered the whole time if someone at the front desk had not let me know. They have started billing my credit card for the balance they say I owe them, and I had to cancel the card. I am willing to let them take the $1478.22 they have already taken, which is obscene but do not desire to pay anymore and others should be alerted to their horrible practices. I wish I had checked out their ratings before going as others have had similar experiences.

  Business Response

  Date: 02/20/2024

  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 ****** PLLC 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 including co-pays, coinsurances and deductibles that are due.
  
  After thoroughly reviewing, Ms. *********************** attended appointments on 10/02/2023 and 10/30/2023 and was scheduled for an appointment 11/06/2023. We billed Ms. *********************** insurance, ********** Blue Shield, and received the explanation of benefit for date of service 10/02/2023 informing the amount of $218.22 and for date of service 10/30/2023 informing the amount of $1,922.95 applied towards a deductible per the benefit plan. We have reviewed our information and show Ms. *********************** confirmed the appointment from 10/30/2023 via email through ******************** and did not receive confirmation calls prior to the appointment. Our records indicate that Ms. ****************** received confirmation calls regarding the scheduled appointments on 11/06/2023 which Ms. *********************** was able to ask two representatives if her procedures have been approved through her insurance and was informed both time it was approved. Prior procedure authorization was sent to Ms. ****************** insurance, ********** Blue Shield, and received the approved letter on 10/16/2023. A payment for $218.22 was processed on 10/31/2023 leaving and amount due of $1,922.95.  Our records show we sent Ms. *********************** notices via email with no response, causing the automatic charges to be places on 11/14/2023, 11/21/2023 and 11/30/2023 for the amount of $400.00 leaving a current balance of $722.95.
  
  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: 02/20/2024

   
  Complaint: 21071529
  
  I am rejecting this response because while *************** states in their response that they value their client relationships and that their doctors and staff always put patients first and strive to deliver the best healthcare experience possible their actions prove otherwise.  If that is the case why would they charge $1900+ for a procedure that their patients could find elsewhere for $150 (the cost I later spent for the same procedure in-network).  If I had gone to all five of my appointments with *** Clinics that would have been close to $10,000.  Why would they not be more transparent with their patient of the potential cost up front like other medical providers?  I went in to that procedure in good faith.  While they said I had signed various documents, I was relying on the word of my medical providers that they had my best interest at hand and because they implied that they were in network when they told me everything was approved.  Other medical providers disclose this information up front, so patients go in fully aware of the decisions they are making.  Particularly when the cost is of that magnitude.  If USA Vein Clinics had been transparent with this information, I would clearly have made a different decision.  As I did as soon as I became aware of the fact.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2024

  Complaint ID: ********
  
  After thorough review of Ms. ************************ account we have determined the above charges to be correct based on the information provided by Ms. ************************ insurance ********** Blue Shield of Texas. We have verified the amounts applied as part of a deductible per Ms. ************************ benefit plan and verified the information with all the claim details for her appointments from 10/02/2023 and 10/30/2023 was forwarded to Ms. *********************** by ********** Blue Shield of Texas. Information has been provided to Ms. *********************** 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: 02/23/2024

   
  Complaint: 21071529
  
  I am rejecting this response because the company's practice are not in accordance with the No Surprises Act, which was signed into law in 2020 and went into effect on January 1, 2022.  Under this act, consumers are protected from receiving surprise medical bills (for example consumers not being advised that a medical provider is out of network) and are supposed to have a good estimate of potential cost of treatment ahead of time.  *************** did not share this with me ahead of time.  USA Vein Clinics practice in my case is in violation of the No Surprises Act.

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

• Initial Complaint

  Date:12/28/2023

  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.

  We got a collections bill from the ************************* A DEBT COLLECTOR in the amount of $105.00 but never received a bill. We contacted the vein clinics and they told us we did not owe the money and they were still working on getting this resolved. This was a about a moth ago I keep calling them and still cannot get it resolved no one will assist me. We need this resolved ASAP so this does not effect my CREDIT REPORT

  Business Response

  Date: 02/27/2024

  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 be 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 ******* Law Firm 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

  
  

  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:12/25/2023

  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 am writing to express my concerns regarding USA Vein Clinics' inappropriate billing practices and communication issues. Despite undergoing a medical procedure that was confirmed to be fully covered by my insurance, due to being at my out-of-pocket maximum, I am being erroneously billed $2,692.60 over a year later. At the time (Oct 2022), my insurance provider was ********** Blue Shield of Louisiana, yet, it appears that the claim was mistakenly submitted to ********** Blue Shield of Texas.My initial experience with Vein Clinics of ******* was satisfactory, characterized by professional medical staff and excellent customer service. However, subsequent to their acquisition by USA Vein Clinics, the quality of service deteriorated significantly. Challenges included inefficient scheduling processes and poorly informed staff, leading me to discontinue my treatment with them. Despite terminating my association with the clinic and requesting the removal of my personal information from their records, I have been persistently contacted and billed for services that were to incur no cost to me.My attempts to resolve this through emails to ******************************************** and ************************************* as well as numerous phone calls, have been met with no responses and frequent disconnections. This ongoing issue culminated in repeated and unwarranted phone calls, even after being assured on November 21st, 2023 that my balance corrected and at zero, the calls continued.Most recently, on December 20th, I received a message reasserting the same erroneous charge. Despite my explicit request for the removal of my information from their system and cessation of all billing and communication, my requests have been disregarded. I am seeking immediate action to rectify this situation: the reversal of the incorrect charges, the permanent deletion of my personal information from their database, and an end to all communications directed at me by USA Vein Clinics.

  Business Response

  Date: 02/27/2024

  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.
  
  Ms. *********************************** was scheduled for appointments on 10/10/2022 and 10/11/2022. We have reviewed our information and confirmed Ms. ************************************* account has been paid as mentioned by Ms. ************************************ There was a system error which caused Ms. *********************************** to be billed. Ms. *********************************** account has been adjusted accordingly and is reflecting zero balance. A complaint has been submitted regarding the bad experience and customer service Ms. *********************************** received and 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.
  
  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: 02/27/2024

   
  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:12/13/2023

  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.

  January 23, 2023 I had an appointment for Sclerotherapy. The doctor on duty, **************** said he would not do the procedure, since I had veins leaking based on an ultrasound he did. My payment of $305. was already collected when I checked in.**************** took my insurance information and submitted the procedures I would need through United Healthcare as this was involving cauterizing and injecting veins.When I talked with representative (not at the clinic the procedure was done) they said they were going to use the money I had already paid to cover co-payments). I was not happy with that. A few times they still charged my credit card even when I had that credit with them.At this point my procedures are done with USA Vein and they have yet to refund the balance $175. To this date (12/13/23) I have not had the Sclerotherapy and will not be getting it. USA Vein will not refund my money. No one returns my calls and they pass me around the office.

  Business Response

  Date: 12/20/2023

  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, ************************************* was scheduled for appointments on 01/23/2023, 02/16/2023, 02/20/2023, 03/02/2023, 03/06/2023, 03/20/2023, 03/23/2023, 04/03/2023, 04/17/2023 and 07/20/2023. We billed ************************************* insurance, United Healthcare, and received the explanation of benefit for the appointments informing the amount of $175.00 towards a copay per benefit plan. The issue pertaining to the charges and miscommunication has been forwarded to the correct department to avoid in the future. Our records indicate the payment for $305.00 from 01/23/2023, three payments for $10.00 from 02/16/2023, 02/20/2023 and 03/02/2023 and payment for $15.00 from 04/30/2023 was applied towards the balance due, currently leaving a credit of $175.00.
  
  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 $175.00 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: 12/25/2023

   
  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: 02/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Previous claim #********. It has been over 60 days since the last response from USA VEIN. I have called them 2 times to request the refund they told you I was to receive. They reply that "headquarters" has to approve. I have a legitimate refund that is due to me and they are still not sending. This has been going on for more that 6 months.
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/22/2024

  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 her 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: 02/27/2024

   
  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.
  

  Per the response from USA VEIN, "Our records indicate we mailed out a check to ***********************************************************"  Also ******, "We will contact ********************************* with our findings and details of her refund".  Just to be clear; it is 7:10 pm Tuesday evening.  I haven't received a phone call nor have I received a check.  If I do not hear from them in any capacity I will be re-opening this case

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

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21003359
  
  I am rejecting this response because:
  I am letting you know that USA Vein has not provided to me a refund check for $175.00 nor have I received a phone call.
  
  I have filed a complaint with the Attorney Generals office.
  
  *******************************
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/26/2024

  Previous complaint #********. I have received a check in the amount of $175.00 from USAVein. Thank you for your assistance in this matter. *******************************

• Initial Complaint

  Date:12/13/2023

  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.

  Fall 2022, I reached out to get vericose veins treated. Doctors and staff were amazing. After consultation, the doctor put a plan together for treatment, roughly 10 visits over a 3 month period. I was told from US **** clinic that there was no deductable or co-pay. First treatment went smoothly, the second appointment needed to be adjusted because of staffing issues, I then adjusted the other 8 appointments. I show up for the next appointment and they don't have me in the system, I then rebook the other 8 appointments, I then come back for my next scheduled appointment and they never verified my insurance the day before and requested I wait an hour until the employee gets in. So, now I have had to adjust my appointments 3 times. I spent approximately 20 hours on the phone with their scheduling department, who was beyond horrible. I requested to speak with a supervisor 30 + times, in which they don't have supervisors available, but nobody ever called me back. So, after I wash my hands of this disaster, I then receive a bill for $17,*** of which I am responsible for $1,800. I call back requesting a supervisor and nobody would help. I was harrassed for months to make payment via phone calls and text. I set up a payment plan so it would not affect my credit and they would leave me alone. This is horrible experience and the company should not be allowed to practice medicine. ***************** got scammed for $15K!!

  Business Response

  Date: 12/19/2023

  Complaint ID: ********
  
  We are in receipt of the above referenced complaint from your office regarding our patient, Mr. ********************************** Mr. ********************************* 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, Mr. ********************************* was scheduled for appointments on 09/06/2022, 09/30/2022 and 10/21/2022. We billed Mr. ************************************* insurance IPM and received the explanation of benefits for the above appointments informing the amount of $1,865.28 applied towards a coinsurance and deductible per the benefit plan. At the time of verifying the insurance no copay or any responsibility reflected to be paid until the claims processed and we received the explanation of benefits from *** informing of the amount left as ***************************************** responsibility. Due to insurance issues we could not continue the treatment plan as scheduled originally which caused Mr. ************************************* appointmnets to be rescheduled. Our records indicate we requested approval from IPM and received a response with approvals for treatment. We attempted to contact Mr. ********************************* numerous times to offer a new schedule for treatment with no success.
  
  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: 12/19/2023

   
  Complaint: 21002051
  
  I am rejecting this response because:

  I was told one thing about the financial side of the procedures and then something different happened.  Shame on me for not reading all information and doing my own research.  I went off the direction of the professionals that provided me the information.

  In regards to my insurance, that is stemming from ******** clinic not processing the medical service request in a timely manner that caused several issues and need to reschedule, as stated in the original complaint. My insurance company processed the request as they were received from ******** clinic. Also, the many times you "reached out" was not from a supervisor, it was from bill collection, I have 22 voicemails on my phone.  I requested e-mail correspondance, as that would help with the amount of phone calls and paper trail for communication, not once was this request honored.  Moral of the story is, I was misled financially, ******** clinic subs out their scheduling and customer service, so nothing can get accomplished, and I am now in more pain and discomfort than before I got treatment.  

  Also make a note of all complaints on the BBB website.  This is not a 1 off scenario, clearly bad practices across the board from ******** clinic.  Again, the medical team in office were fantastic, but that is the extent of it.

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

  Business Response

  Date: 12/20/2023

  We understand the frustration and inconvenience caused with the all issues experienced by Mr. ********************************** An escalation has been sent to the corresponding departments in order to take the necessary steps to avoid this in the future.
  
  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:12/04/2023

  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.

  On June 5, 2023, I went to US Vein Clinics to get an initial consultation about varicose veins. After the inital consultation, Dr. ******* said I definitely needed vein surgery and that it would be a simple process with my insurance company. I set up a series of appointments that day. The day before my first appointment, US Vein Clinics called me stating that I would need to reschedule because my insurance had not yet approved my procedure. I rescheduled for 2 weeks later. They again contacted me before the appointment two weeks later and said that insurance had not approved my procedures and I needed to reschedule for 2 weeks later. This happened 8 times. Up through September of 2023. I finally called my insurance company *********** Blue Shield of Illinois) to ask why the necessary procedures were not being covered. They explained to me that Dr. ******* was "doubling up" on procedures to bill unnecessarily. They explained to me that this was a common practice at USVC. I then called Dr. ******* and spoke to him. I explained that my varicose veins were causing me a great deal of pain, and he said that he would personally call the insurance company's physician and try to settle the matter so I could have the surgery. This never happened according to my insurance company.After having 8 initial treatment appointments cancelled and moved up, I finally told USVC that I was through with them. In August, I received a co-pay bill from USVC for roughly $64 that was not paid by insurance that I paid. On DECEMBER 1, 2023, I received a bill from USVC for over $1300 and a bill that reflected that NOTHING had been paid by insurance. This makes no sense, as I received a bill in August showing that most of the initial consultation had been paid by insurance. I emailed them saying that I felt I was being scammed and that I had already paid a bill that showed that insurance had paid for the majority of the treatment.

  Business Response

  Date: 12/14/2023

  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 ********* Shore Vein Clinics location by *********************************.
  
  After thoroughly reviewing, Mr. ***************************** attended an appointment on 06/05/2023. We billed Mr. *********************** insurance company ********** Blue Shield and received an explanation of benefits reflecting a payment of $312.90 by ********** Blue Shield leaving $78.22 applied towards a co-insurance per the benefit plan. A payment of $78.22 was processed on 07/15/2023 leaving the account at a zero balance. Our records indicate we attempted to obtain approval by ********** Blue Shield with no success which prevented us from providing further services to Mr. ********************************************************************** 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:12/04/2023

  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 used Vein Clinics of ******* for several vein procedures that started in Aug. of 2022-November 2022. This company was taken over in the middle of procedures by USA Vein Clinics where it then turned into a nightmare experience. Appointments cancelled, ones popped up that were never scheduled, and great difficulty getting an actual person to speak to, their online site often not working for bill payment. However, after several attempts to pay my final bill, it finally cleared on Dec. 13, 2022 for $1,033.54. Then out of nowhere, I received an email stating I had an outstanding balance in September of 2023! I never received a paper statement matching the amounts and after digging into, it appeared to be for the work I already paid in full. Several phone calls and emails to the actual company documented and they agree. I do not OWE. Sent receipts of transactions and data. Phone end agrees. Received an email statement confirming zero balance last month and sent it over immediately! Yet today, 12/4 again IC Debt Collectors contacted me IC System, a debt collector, concerning USA Vein Clinics account-trying to attempt to collect a debt. The mailing, the emailing, phone calls and hours spent on a not legit bill and still trying to get money?!!! I have paper documentation and am more than happy to share. I don't know what else to do at this point, but to get an attorney? This is harassment. Every phone call has me cleared of this balance, every documentation shows, yet this still is coming to me? IS this fraudulent? OR WHAT???People spoken to: ********************* Cena ******** (sent email confirming 0 balance on 11-10-23), two different *******'s from billing multiple times, and ********************* *******(11/6/23). All of these supposedly are billing specialists and/or a higher up...

  Business Response

  Date: 12/14/2023

  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 scheduled for a series of treatments. Our record shows we billed *************************** insurance, *** PPO, and received the explanation of benefit confirming the claims were processed correctly. Due to an error in the system, the *** PPO information received was not uploaded to our system correctly causing *********************** to be billed. A payment for $1,033.54 was processed on 12/13/2022 leaving the amount as zero balance. We have also submitted a request to have *************************** account to be removed from IC System.
  
  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: 12/17/2023

   
  Complaint: 20955652
  
  I am rejecting this response because: I have made multiple calls, emails, and have copied and sent several paper copies since September 2023, and every phone call agreed that I owed nothing; however IC debt collectors still contacted me twice after all the above stating the company was still pursuing, so how do I know this time is any different? Mistakes happen; however not over and over with no resolution until I file in BBB???  I appreciate you saying that it was an error with being uploaded; however again it still makes zero sense why this came out of nowhere almost a year after **** was paid off completely, and all the hassles in between for the past few months. Our insurance covered immediately and the remaining balance paid in Dec. 2023. Something fishy about it all. I WILL accept the response when Jan. 2nd 2024 comes, and I do not have a statement email from USA Vein Clinics, and I no longer officially receive texts/phone calls from IC Systems, debt collector. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/19/2023

  After further review we can confirm the account has been properly adjusted as of 12/14/2023 leaving *********************** with a zero balance on her account. We also contacted IC Systems and verified they have removed *********************** from their system. Our records do not reflect any notices have been sent since the adjustment date. 
  
  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:12/04/2023

  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 am just now receiving a bill from USA Vein clinics, but it is being done through a collection agency. I had service on October 24, 2022. All I had was a consultation. I paid my co-pay and my insurance information was given to the clinic, now over a year later Im receiving a bill from a collection agency.. I never received any treatment from this clinic. I never received a statement from this clinic, now its being turned over to collections? I paid the co-pay which was $40 and they took my insurance which was Aetna. I have been trying to get in contact with them, but keep getting hung up on when I tell them what my issue is. I would love proof that they ever sent me a statement and that they filed with my insurance company.

  Business Response

  Date: 12/14/2023

  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 ***** Interventional and Vascular Specialists P.A. location by *******************************
  
  Ms. ******************* was scheduled for appointments on 10/24/2022 which consisted of the office visit. We billed Ms. ******************** insurance, ***** POS, and received the explanation of benefits for the above appointment informing the amount of $51.55 applied towards a deductible per the benefit plan. We attempted to contact Ms. ******************* numerous times by phone as well as sent electronic notices via email and text without a response. Our records no not reflect we received a $40.00 copay as stated by Ms. ******************** In this case we would require proof of payment for the $40.00 in question. Once received we can apply the amount and adjust the balance due.
  
  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 *************.