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 has 53 locations, listed below.

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• 

  USA Vein Clinics LLC

  304 Wainwright Dr Northbrook, IL 60062-1900

• 

  USA Vein Clinics

  4075 Monroeville Blvd Ste 126 Bldg Ii Monroeville, PA 15146-2529

• 

  USA Vein Clinics

  300 Chapel Harbor Dr Ste 102 Blawnox, PA 15238-4131

• 

  USA Vein Clinics

  1701 12th Ave (Intowne Square), Building G-1 Altoona, PA 16601

• 

  USA Vein Clinics

  2057 W 8th St Erie, PA 16505

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:11/21/2023

  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.

  On January 17, 2023 I had an appointment for begin treatment on the Veins in my legs. I showed up for the appointment to be told that my appointment had been cancelled due Insurance denial....my insurance did not cover the treatment they prescribed. They said I should have been called and told this, but I had not been. Later that day I received a call from their appointment office telling me I missed an appointment with them and I should call them or I would be charged. I called them back that afternoon, but was on hold for over 20 minutes with no option to leave a voicemail. I called back again the next day only to be told I was already charged and there would be no refund since I missed the appointment, after speaking the supervisor they found out that they had called me but did not leave a voicemail until after the visit and I was in fact due a refund for the $250 they charged to my card. I have called numerous times since then only to be told a different story on why I have not received an email. I contested the charge with the *** Bank, but heard nothing back from them. I received a call on 10.05.23 to verify my address, which I did and I still have not received a refund, although they continue to acknowledge they owe me a refund. I called back on 10.23.2023 to check on the "refund" they said it normally takes 7 to 10 business days to receive the money. I pointed out that time frame had passed. He said he would escalate the issue to make sure the check is cut and mailed to me. As of today I have received no check in the mail from a company that cancelled the appointment and then billed me for not showing up to the appointment, but I actually did show up and was turned away. Please help me recoup my $250.00 they acknowledge that they owe me.

  Business Response

  Date: 12/05/2023

  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 *** *************** of ******* location by ****************************
  
  After thoroughly reviewing, *************************** was scheduled for appointments on 01/17/2023 to receive treatment on her right leg. *************************** did show up to her appointment on 01/17/2023 but was unable to received treatment due to ******************************* ********* of ******** Health not approving the prior authorization request previously sent. 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: 12/15/2023

   
  Complaint: 20900911
  
  I am rejecting this response because: I would like to let you know, that I have NOT received the refund that they indicated I would receive.  This is not surprising, as they have been telling me I would be getting a refund in 7 to 10 days since February 2023.  This is a pattern with this company, I read reviews of customer's being charged for injections they did not receive and they never received a refund for those either.  I appreciate your efforts, but as far as I am concerned this was not resolved.

  
  

  Thank you,

  
  

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

  Business Response

  Date: 12/20/2023

  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: 12/21/2023

   
  Complaint: 20900911
  
  I am rejecting this response because:

  I just called the number provided in the email.  I spoke with ********, he informed me that a check has NOT been mailed to me, but a request was made on December 6th.  He also told the check is mailed to the office and then they have to verify my address (the office called me in October to verify my address), at that time they would release the check to be mailed to my home address, which they have on file and I have verified numerous times.  ******** said he was escalating to his supervisor, who is not in the office currently, but again I have heard that particular response numerous times.

  So whoever responded to this email gave you false information, which does not surprise me in the least as they have given me false information about refunding my money which was charged to my account as a result of your error.  

  No one from this office reached out to me after the email was sent.  I had to contact you!

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

  Business Response

  Date: 12/29/2023

  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 *************.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20900911
  
  I am rejecting this response because:  I have been told this exact statement numerous times.  *********** has blatantly lied to me regarding the refund.  It has been almost exactly year since the appointment was cancelled and I was charged erroneously by this company.  The last correspondence indicated a check had been mailed and I would be contacted regarding the replacement check.  NO ONE from this company has called me back ever!  When I called the number in the email I was told the check HAD NOT BEEN mailed as stated in the correspondence through the BBB.  I will wait, but I will not be satisfied until I receive "the check" they claim to be mailing.  

  I would like to point out in the correspondence from the company sent through you, there is never a person's name listed for the person responding to the email.  It is a stock email with no accountability.
  

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

• Initial Complaint

  Date:11/03/2023

  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 cancelled 2 appointments with the clerk at the desk at the facility on ******************** st in *******. The company charged my debit card for $250. For a "no show." I have called and texted the billing **** to no avail. A supervisor was supposed to call me back and never did. They say they are busy, or it's under review but never refund it. This happened in September.

  Business Response

  Date: 03/25/2025

  We are in receipt of the above referenced complaint from your office regarding our patient, Ms. ******** *********.  Ms. ******** ********* came to our facility for the evaluation and treatment of venous insufficiency.
  
  After thoroughly reviewing, Ms. ******** ********* was scheduled for appointments on 09/11/2023 and 09/18/2023. Our records indicate the appointments were not cancelled appropriately causing the no show fee charge to Ms. ******** *********. Records show the amount of $250.00 was refunded to Ms. ******** ********* on 03/13/2024 and was sent to her address on file. 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.
  
  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:10/26/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 the *************** in *********, **. on 8/21/23. I was seen by their physician, and I paid a $30.00 co-pay for seeing a specialist per my insurance through my husband's employer. The physician informed me that I was a candidate for laser and injection procedures on both of my legs. I was also informed that I would require 5 visits at the clinic. I was told to schedule the 5 appointments and they would run it through my insurance for approval and that it usually takes around a month to obtain. I received a letter from my insurance stating that the recommended procedures were approved. On October 23rd, $400.00 was deducted from my checking account, without my knowledge, by USA Vein Clinics. I contacted the company and was told that I owed them that money and even more because of my deductible. When I went to my final appointment at the ********* location, I told them that $400.00 dollars was taken out of my account without receiving a bill or any other notification. My physician told me that I was the 3rd person that week who had a similar experience and that the company had outsourced their billing to ******. My husband spoke with his HR department, and they contacted their corporate HR person. He contacted the billing department in ****** directly. He was informed that payment was due on demand, and they did not have to wait for reimbursement from my insurance company. I felt harassed and it also felt like a threat when they demanded more money from me. They have received the majority of their payment. My insurance has processed all payments in less than 30 days. This billing office wants paid immediately not in 30 days. I have read multiple complaints from other people stating the very same issues with USA Vein Clinics. Their staff is well aware of the harassment and money taken from accounts unexpectedly and unfairly. I have insurance to cover my medical procedures. USA Vein Clinics should know that insurance reimbursement is not immediate, and extortion will not be tolerated.

  Business Response

  Date: 10/30/2023

  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 ************************************
  
  ***************************** has 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, ***************************** was scheduled for appointments on 09/27/2023 to receive treatment on her right leg. We billed ********************************* insurance, BCBS of ** Highmark, and received the explanation of benefits for the above appointments informing the amount of $1,156.30 applied towards a deductible per the benefit plan. Our records indicate the payment for $400.00 was applied towards the balance due for appointment on 09/27/2023 which left a total balance of $1,156.30, currently leaving the amount due for 09/27/2023. We then received an updated explanation of benefits from BCBS of ** Highmark along with a confirmed payment amount of $1,156.30, currently leaving no responsibility towards *****************************. Our records indicate we are waiting for a response from BCBS of ** Highmark pertaining to appointments ***************************** attended on, 10/11/2023, 10/18/2023 and 10/25/2023. We have spoken to BCBS of ** Highmark and confirmed they are applying a total of $1,526.37 towards *** ************************* copay and deductible for the appointments mentioned. The amount charged previously would be applied towards those amounts once the explanation of benefits is received from BCBS of ** Highmark. In case in disagreement with BCBS of ** Highmark decision, we advise ***************************** to contact the 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: 11/06/2023

   
  Complaint: 20788278
  
  I am rejecting this response because:

  In the businesses response, they stated that they spoke to BCBS of ** Highmark and were informed that all of my deductibles would be paid by a Highmark managed Health Reimbursement Account (HRA). They were also informed that all valid claims would be paid in 30 days. 

  I don't dispute that I signed something; however, wouldn't it behoove your business to insure that patients have a "verbal" explanation.  I was told by your billing employee that it was stated in the "fine print".  Also, if it was so easy to understand, why are there multiple complaints online regarding money being taken out of patient's accounts "unknowingly". Apparently I'm not alone.

  I look forward to receiving my $400.00 refund once all claims are finalized. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/26/2023

  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 had an appointment on October 23, 2023, with USA vein. However, I received a text indicating that the office was closed, the appointment was canceled and to call back to reschedule. I noticed a few days later that I was charged $250.00. I immediately called and they told me that I was charged for not showing up to the appointment. I told him that I received a message that stated it was canceled. I also told him that this appointment was scheduled without me confirming or agreeing to it with anyone. And that I did not give authorization to US VEINS to charge my debit card. This charge was fraudulently taken from my account. I asked the representative named ********************************* (who called himself ***) to provide me with his contact email so I could send the picture of the text I received canceling the appointment. He told me the billing department would investigate this and let me know. Today I called again because 3 days have passed, and *** has not responded to my emails. So, I spoke to him again and he told me that they would keep my $250 because my claims are still being processed with the insurance and that they will keep MY MONEY as a credit. I told him that they could not do that just keep the money they stole from my bank account. If I don't even know how much it is owed. This company is stealing from peoples bank accounts. This is severe, they store people's cards and charge them without their consent inventing a series of lies. This should not be allowed, you trust a medical facility and they steal from you in your face. I know what I signed when I first had a consultation with them and they never told me that they would keep my card in their system to charge later. The only time I signed was when the person at the reception gave me a tablet and said "This is just consent to start your treatment. * _one signature * It is illegal to charge an amount without your consent and store debit card information to later charge without telling people. This is a fraudulent practice and it should stopped. There are too many complaints for the same reasons.

  Business Response

  Date: 11/08/2023

  Complaint ID: ********  
  
  We are in receipt of the above referenced complaint from your office regarding our patient, Ms. ****************************** Ms. ***************************** came to our facility for the evaluation and treatment of venous insufficiency.
  
  The patient was seen in our USA Vein Clinics of Chantilly location by **********************
  
  Ms. ***************************** has signed a signed financial agreement informing appointments require to be canceled or rescheduled 48 hours prior to the appointment date.  The signed financial agreement authorizes us to charge the card on file for missed appointments.
  
  After thoroughly reviewing, Ms. ***************************** was scheduled for an appointment on 10/23/2023 to receive treatment on her left leg. Our records do not show we received a cancelation or reschedule request from Ms. ***************************** ***** hours prior to the appointment scheduled. Numerous attempts were made to provide Ms. ***************************** with a reschedule of her appointment with no success. Per the financial agreement cancellations without ***** hours notice, or not showing up for scheduled care and/or appointments are subject to a charge. Based on the review we have determined the no show fee to be correct and no refund is 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 *************.
  

• Initial Complaint

  Date:10/23/2023

  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 sent this company a payment of $225.00 to put toward my patient account. The check has cleared my bank and I have proof that it was endorsed by ************************* which is who I make the checks out to. They own USA Vein Clinics. Representatives at USA Vein call me continuously saying I have not made a payment when I have and I've sent copies of the endorsed check and they keep saying they don't have it.

  Business Response

  Date: 10/25/2023

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

  After thoroughly reviewing, Ms. ************************;had a pending balance of $450.00. We have confirmed the check number of **** in the amount of $225.00 was received but was not applied to *********************************** account in error.

  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 applied the check successfully leaving a current balance pending of $225.00

  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: 10/30/2023

   
  Complaint: 20772386
  
  I am rejecting this response because: I have requested an updated statement reflecting the payment of $225.00 leaving a balance of $225.00. The statement I received still has a balance of $450.00 which is incorrect. I requested the new statement on 10/30/23. It was emailed to me showing wrong balance. Once I receive an up to date statement with the correct balance owed of $225.00 then I will be satisfied. They admitted the check I sent (which they deposited) was not applied to my account. I need proof that it was actually applied to my account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/31/2023

  After review we have confirmed *********************************** account has been adjusted to reflect $225.00 after applying the the amount from check number **** dated 09/14/2023 in the amount of $225.00. The updated information was sent to ******************************* via email and text.

  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: 10/31/2023

   
  Complaint: 20772386
  
  I am rejecting this response because: I have attached the most recent statement from ******* Phlebology that received on 10/31/23. As you can see it still shows a balance of $450.00 not $225.00. Until I receive a statement showing a total balance owed of $225.00, I consider this matter unresolved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/01/2023

  Our records confirm the amount due currently is $225.00. A request was submitted in order to send the information to ******************************* via mail to the address on file. We have also attached a copy of the information here for review.

  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: 11/02/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:10/19/2023

  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.

  On 1.16.2023 I had a 3:45 appointment and visited USA Vein Clinics in ***********, ** for an initial ultrasound to see if I was a candidate for vein procedures. At the visit the doctor who saw me indicated that the ultrasound showed that my right leg would not need any procedures but the left leg would be a candidate. He indicated that the "new system" did not allow for him to enter one leg only into the system as such and since everything was now computerized he would have to almost "fudge the system" to show it. He also expressed his displeasure with the new company that took over Vein Clinics of America (which I had used previously and I thought I was returning to) and he said he was leaving the company and opening his own practice. He suggested I waited until March when he was established and see him directly. I left having paid my deductible of $25 and did not intend to return. In July of 2023 I received an email indicating that there was an outstanding bill that showed that they had performed a procedure. They had not. They only did an ultrasound. No vein treatment was done. I was billed for vein treatment. I immediately contacted my insurance company BCBS of ** and they attempted to contact the company and were given the runaround for over an hour. BCBS has paid them $1268.47. My phone statement shows that we were on the phone for 59 minutes on July 12. I also attempted to contact USA Vein Clinics directly 4 times (July 10 and July 12) and was promptly hung up on I when told of the reason for my call. Yesterday Oct 18, I received a collections notice for $81.53 for the procedure that never took place. I attempted again to call and when I told of my reason the operator put the phone down on the desk and left me there for over 10 mins. I know this because I heard her speaking to colleagues. I contacted the collection agency IC ******* *** by phone and disputed the debt. I will again contact BCBS this afternoon.

  Business Response

  Date: 10/25/2023

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

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

  After thoroughly reviewing, Ms. *************************;was scheduled for an appointment on 01/16/2023 which consisted of the office visit and a Bilateral Duplex Scan/Ultrasound. We billed Ms. ***************************;insurance, ********** Blue Shield of Illinois, and received the explanation of benefits for the above appointment informing the amount $266.16 was paid by ********** Blue Shield of ** leaving a patient responsibility of $106.53 applied towards a coinsurance and copay per the benefit plan. Since ******************************* paid $25.00 on 01/16/2023 her balance is $81.53. We have confirmed with ********** Blue Shield of ** the total amount paid to us was $266.16 and verified the $106.53 balance left was correct. We spoke with **************** under reference number ******** from ********** Blue Shield claims department who confirmed the claim details.

  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: 10/31/2023

   
  Complaint: 20751149
  
  I am rejecting this response because the dollar amounts do not add up to the procedures that took place the day of the visit.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/01/2023

  We apologize for any confusion pertaining to ******************************* account issues for the appointment attended on 01/16/2023. Our claim was billed to ********** Blue Shield for $1,350.00, $150.00 for the office visit and $1,200.00 for the ultrasound. ********************************* insurance ********** Blue Shield allowed a total of $372.69 paying $266.16 and leaving a patient responsibility of $106.53 the remaining $977.31 was adjusted as the disallowed amount and was not paid to our provider.  The information sent to ******************************* reflects that she currently owes $81.53, the amount indicating Paid/Credited Toward Debt is $1,268.47 which is adds up the amounts ********** Blue Shield paid of $266.16, the amount disallowed that was adjusted by us of $977.31 and the amount ******************************* paid on  01/16/2023 of $25.00 leaving the current amount due of $81.53. As previously mentioned we have confirmed with *********************************** insurance ********** Blue Shield by speaking with **************** from their claims department under reference number ******** who has also verified the details of the claim. If ******************************* disagrees with the decision from ********** Blue Shield, we advise her to contact them for a further explanation as we do not have control over how the claims get processed. 

  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:10/18/2023

  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.

  I am a former patient of Vein Clinics of *******. I was treated many times at their clinic located in Arlington, VA. I was treated for varicose veins and paid up front and then gradually my credit with the company lowered, commensurate with treatment. In 2022 VCA was acquired by USA Vein Clinics and it became impossible to actually be treated. I had scheduled appointments with VCA and then when I showed up to be treated they had no record of the appointments as they had moved to a new centralized booking system with USA Vein Clinics. So I booked a new appointment and then when I went in to be treated learned that the clinic had not requested insurance authorization to treat, so I was again unable to be treated. I then scheduled additional appointments, all of which were cancelled as the staff at the clinic were all quitting and I was ultimately unable to be treated. For nearly a year I have been calling to get my balance refunded. I reached out to the billing department and they confirmed I have a balance of $427.65. Each time they said they would process the refund, but never have, I emailed the customer service team and received no response. I would like to be refunded this money, which may not seem much to a large corporation, but does to me. I've attached email correspondence with the staff from the clinic where I was treated.

  Business Response

  Date: 10/25/2023

  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 treatment after the acquisition of Vein Clinics of America which caused issues at the time of requesting prior authorization through ************************************* Insurance. We sincerely apologies for any inconvenience caused with these issues. 

  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 $427.65 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: 10/26/2023

   
  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: 01/19/2024

   
  Complaint: 20745835
  
  I am rejecting this response because:

  Can you please reopen this compliant? I have not been paid by the business. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/26/2024

  We are currently reviewing the refund details based on the information provided. Our records indicate we mailed out a check to **************************************************************************** on 10/25/2023. 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: 02/26/2024

   
  Complaint: 20745835
  
  I am rejecting this response because I did not receive the check for the refund. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/01/2024

  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 *************.

  Customer Answer

  Date: 03/04/2024

   
  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:10/16/2023

  Type:Customer Service 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.

  USA Vein Clinics has been an absolute NIGHTMARE. First, they lie about what they are able to treat. Second, I have been dealing with their billing department for over a YEAR trying to get them to fix their mistake. What happened was, when I went to the doctor, my payment went to the physicians group (Broad Street **************************** LLC) instead of USA Vein Clinics. They have been trying to get that $150 from me even though it is between them and the physician. I have called them a total of 71 times over the last year and they say they are going to fix it, however, I keep getting harassed for the $150 I have already proven I already paid. If this ends up going to a debt collector and ***** my credit score, I WILL BE SUING them for financial harm and emotional damage.

  Business Response

  Date: 10/20/2023

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

  Mr. ***********;*************;was scheduled for an appointment on 11/08/2022. We have reviewed our information and do not show the amount of $150.00 has been paid as mentioned. Mr. ***************************** was requested to provide a bank statement from the entity used to pay reflecting the amount the amount as charged in order to further review the issue with no avail. As of now we have determined the above charged to be valid.

  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: 10/22/2023

   
  Complaint: 20736918
  
  I am rejecting this response because:

   

  I spoke to *********, in your billing departments multiple times and it was agreed that what happened is that Dr. ******* office (his physician group, Broad St Professional) charged my card and instead of the money going to USA Clinics Group, it went directly to them. This is an issue between USA Vein Clinics and Dr. ******* office misappropriating the funds. It is VERY unfortunate that you are blaming a patient for this. Attached is proof of the payment that was made in their office (which I believed to be strictly USA Vein Clinics. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/25/2023

  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. 

  We have have reviewed our payment system which does not reflect a payment for the amount in question. We cannot rectify a payment with the information provided by Mr. ***************************** since they are just screenshots of a payment that was completed through an unknown entity and a screenshot with information for one of our offices. As mentioned previously, we would need a copy of the bank statement reflecting the amount as charged for further review.

  
  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: 10/26/2023

   
  Complaint: 20736918
  
  I am rejecting this response because:

  Attached Is the official statement showing the payment on November 8th while I was at the USA Vein Clinics office. Again, this payment went directly to the doctors group, and I, the patient, should not be in the middle of their error. I believed that my treatment and payment was strictly through USA Vein Clinics, and was misled. If USA Vein Clinics continues to avoid cooperation, I will be escalating even further through legal options.

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

  Business Response

  Date: 10/30/2023

  We have reviewed the information submitted by *********************************. The information was sent for further review by our billing department
  
  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 adjusted the balance of $150.00 from ************************************* account.
  
  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: 10/31/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:10/10/2023

  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.

  They always said they could not swipe my flexible spending card. I would pay out of pocket and get reimbursed. Then when I looked at my statement, the charge actually came out. I have contacted them several times but keep getting bills. I dont owe them, I actually made an overpayment. They owe me $45. I have sent them the documents and they just seem to ignore me. This is the worst company.

  Business Response

  Date: 10/19/2023

  Complaint ID: ********  
  

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

  The patient was seen in our Georgia Interventional and Vascular Specialist PC location by ****************************

  After thoroughly reviewing, Ms. ******************************;was scheduled for appointments on 02/05/2023 to receive treatment on his right leg. We billed Ms. ********************************;insurance, Cigna, and received the explanation of benefits for the above appointments informing the amount of $90.00 applied towards a copay per the benefit plan. Our records do not indicate we received a payment for these amounts in question nor have we received any information showing Ms. ******************************* was charged as mentioned. We also reviewed the information attached and do not reflect any information showing we charged Ms. *******************************. Based on these findings we have determined the above amount to be valid.

  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:10/04/2023

  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.

  Had right leg procedure. Accidentally broke my left foot, preventing me having the left leg procedure. Im being charged for both procedures. I payed for the right leg already. They keep taking money out of my account for the left leg.

  Business Response

  Date: 10/19/2023

  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 Dr. ******************************************************************** 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, Mr. ********************;was scheduled for appointments on 02/05/2023 to receive treatment on his right leg. We billed Mr. **********************;insurance, United Healthcare, and received the explanation of benefits for the above appointments informing the amount of $867.65 applied towards a deductible per the benefit plan. We do not show Mr. ********************* was charged for the left leg as mentioned by Mr. ********************** Our records show we sent Mr. ********************;notices via email, text and spoke with our billing agents and was offered a payment plan for the balance with no response, causing the automatic charges to be placed on 04/30/2023 for $425.00 and 06/29/2023 for $400.00 leaving a current amount due of $42.65 . Per the financial agreement we have determined the charges are valid. We attempted to contact Mr. ********************;in order to assist with arranging a payment plan for the amount remaining of $42.65 but have not been successful.

  
  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 *************.