Complaints

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• Initial Complaint

  Date:05/09/2023

  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 2/9/23 was double charged for the same procedure. First charge the items were itemized (tendon injection, strapping of ankle, anesthesia) 2nd charge items were bundled together (surgical tray). I asked why was I being double charged and was told the ***************** allowed it because they used different codes.On 2/23/23 again items itemized (Impression casting, cast supplies) then bundled (FT insert UCB ******** Shell)

  Business Response

  Date: 05/25/2023

  As a podiatry clinic, we are obligated to bill according to ****************** standards, using *** codes(Current Procedural Terminology).  The **************************** annually updates the complete list of *** codes. They add new codes every year, and old codes get dropped or changed. Physicians and medical practices must always stay up to date with the current years codes.

  We reviewed the billing in the complaint, and stand behind our billing as it is in line with services provided, and complies with the coding requirements according to *** guidelines.  
  In some instances, the *** codes do require separate billing for Right and Left sides, as the language of the specific code will indicate, for example - "per side" or "each."  

  We understand that medical billing is not always "user friendly" in the way it is presented in insurance correspondence, but we did not in any way "double bill" for any services.  ************ was delineated according the the billing guidelines.  

  Although we are happy to address any billing protocols, billing issues or questions might be better served through their insurance carrier - or perhaps may be addressed through their *************** contact through wherever their insurance is subscribed.

  Thank you!

   

  
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20040292
  
  I am rejecting this response because:
  Theyre saying a surgical tray is not the same thing as items that were itemized. Due to using the right codes and insurances allowing them to use different codes for the same procedure. Just because youre allowed doesnt mean you should.
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/08/2023

  We stand behind our original response, and have verified all services billed were provided.

  These are the costs associated with providing the care, as stated previously.  If there are additional questions we are happy to address them.

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20040292
  
  I am rejecting this response because:
  So your company is stating that a Surgical tray is a different procedure? What exactly is a surgical tray? When I questioned your office staff I was asked did I have an injection? I responded with a yes. Then I was told its everything needed for an injection then I asked what were the other charges (the itemized injection charges) for and was told the insurance company allowed it as long as the codes were different. Can you explain hows that not double billing? Your first response did not address the complaint.
  Sincerely,
  
  *******************************