Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  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 woke up extremely ill on 2/23/25 (Sunday). I went to ****** to find an available Doctor. I put my insurance info in (BCBS - PPO) and APRN, ******* ********* showed up as "in network". I have a co-pay of $50 for immediate care appointments. I made a same-day appointment at 11:10am for a 1:30 pm appointment. I was sent a text by her office at 11:21 asking me to do a questionnare prior to my appt. I quickly scrolled through with a blazing fever and headache (what seemed like a typical history/consent) and signed off to secure my appt. It asked for an I provided my secondary insurance, ********. I was sent a text shortly afterwards saying they would have to cancel my appt. because of having ******** as a secondary. I explained that **** is my primary insurance and would be the only one billed, however they still needed to cancel the appointment...This was at 11:45am. I quickly found another Doctor. The start time of making the appointment to them cancelling was under 30 minutes. On 2/28/25, my credit card was charged $75. Confused, I immediately contacted their office. They said I was being charged as a no-show, even though they cancelled my appt and since they had to cancel because of the ********, the cancellation fee applies to any cancelled appointment under 24 hours even if it is related to insurance. **** is my insurance and my co-pay is $50. This is unconscionable. I made, and they cancelled an appointment within 30 minutes and they are charging me? I also sent screen shots from my search for a doctor that said they were in network. They were extremely rude and unbending. Frustrated, I hung up and contested the charge with my credit card, to which they removed it. On 3/14/25 @ 11:16pm at night, I received a text saying the received notification of the chargeback and will be re-billing and sending to collection. The whole situation has been awful. All because I woke up with the Flu and tried to see a doctor the same day.

  Business Response

  Date: 03/22/2025

  The individuals complaint stems from a clear misunderstanding or disregard of well-established federal laws, consent agreements, and standard billing procedures, leading to false accusations against the clinic and misrepresenting the clinic as being unfair.

  
  Per ******** Secondary Payer (MSP) Regulations, when a patient has both a primary insurance (e.g., ********** Blue Shield - BCBS) and ******** as a secondary insurance, specific federal guidelines, known as ******** Secondary Payer rules, dictate the billing process. These regulations require that ******** be billed for any remaining balance after the primary insurer has paid its portion. As we do not accept ******** of any kind and do not bill ********, we would be in violation of federal law if we did as the complainer asked by only using their ************** for the visit. The suggestion that a healthcare provider can selectively ignore secondary insurance information once disclosed is not only inaccurate but demonstrates a lack of understanding of federal compliance requirements that every healthcare consumer is expected to know or verify before care.

  
  Upon receiving the secondary insurance information shortly before the appointment time, it was determined that proceeding with the appointment could lead to billing complications due to the *** regulations. To remain compliant and avoid potential legal issues, the appointment was canceled. Our cancellation policy, as stated in the consent forms, applies to cancellations made within 24 hours of the scheduled time, irrespective of the reason. This policy is in place to manage scheduling effectively and maintain operational efficiency.

  
  The complainer booked using a third-party site (Zocdoc), n1 Health and Wellness PLLC has no control on if Zocdoc is correctly or incorrectly listing us in searches. It is the responsibility of the individual not the provider to confirm insurance participation directly with their insurer. Relying solely on marketing listings or search filters without verification does not shift liability to the clinic.
  The complainer had every opportunity to review the cancellation policy listed on our ****** page prior to booking their visit, but as they clearly stated in their complaint they did not and scrolled through information due to a blazing fever.  Signing without reading does not negate the validity of a contract. Illness does not exempt one from personal responsibility particularly when actively seeking, consenting to, and scheduling professional services through third-party platforms that clearly display policies and terms.

  The complainer not only consented to n1 Health and Wellnesss late-cancellation policy, but also to Zocdoc Terms & Conditions of use when they booked on that third-party site. We have the complainers signed  consent to charge their card on file for the late-cancellation fee for the reason of booking with an insurance that we cannot accept.
  Regarding chargeback, the complainer did initiate a chargeback, which is not resolved as the complainer stated in their complaint. The chargeback has moved to pre-arbitration as the clinic was able to provide supporting evidence for the charge. It was stated that if the chargeback is sustained, we would consider the invoice unpaid and that if not paid, it would go to collections after 90 days. 

  
  In the initial complaint, the individual deliberately misrepresented our communication by stating that re-billing and collections had already occurred, when in fact the chargeback is still in pre-arbitration. Misstating facts to bolster an emotional narrative does not change the reality of the process.
  We can understand that the complainer is frustrated with the outcome of the situation and that insurance and billing matters can be complex. Our primary goal is to ensure compliance with all applicable laws while providing quality care to our patients. In zero circumstance, is the clinic ever going to violate federal law because a patient wants us to.