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Business Profile

Orthopedic Surgeon

KC Ortho Alliance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Surgeon.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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

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  • Initial Complaint

    Date:05/29/2025

    Type:Billing Issues
    Status:
    Resolved
    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 their urgent care on 3 April and told them I was 100 percent disabled Veteran. I paid a 250.00 copay that they shouldn’t have collected. The VA community care contacted them and sent a payment to them so I could be reimbursed.

    I was told by KCI that I would be receiving a credit to my debit card within two weeks as time went by. It’s been several weeksso I called them and I left a message with the girl who is handling the claim which she has yet to return my call her name is ******* I spoke with someone this morning and they told me that they had then also filed with TRICARE cause I am a retired Air Force reserve. First off this is illegal. You cannot bill government to government insurance so that’s been the hold up and the girl assured me on the phone. Oh you’llget reimbursed. We promise you this and that and I’m still waiting on it.

    I tried calling Community Care and was on hold for 20 minutes just now and nobody ever came to the phone. I have another appointment with physical therapythat is also related to this issue so I can’t hold for a very long time because I have to leave for my appointment.

    I just want them to reimburse me the $250. They were also supposed to reimburse me $35 for the follow up appointment of the MRI but I’m not even concerned with that at this point.

    Business Response

    Date: 06/30/2025

    Dear patient,

    On behalf of KCOI - please accept our apology.  Our staff person was new and did not know the unique rule regarding patients with VA insurance and an authorization - we do not need to collect the co-payment.  Our Management team is re-educating our staff as this is not a situation we encounter frequently and we do not want to inconvenience you nor other patients in the same situation with an authorization.  It is possible your messages did not reach the correct party until now when I received from the Better Business Bureau - as it was sent to KCOA originally and routed through to me eventually at KCOI (the hospital has the Urgent Care and MRI).  

    We will request our staff when uncertain forward going to reach out to the Supervisors or Managers - our new employee was trying hard to follow the guidelines she was given and apologies again that she was not aware of this insurance scenario.

    As you are now aware - the $250.00 co-pay for the MRI has been refunded to you on June 6th and the $35.00 for the Urgent Care visit was refunded on June 25th after we received payment from the insurance company on June 24th.

    Please do not hesitate to request speaking with the Hospital Billing Manager who spoke with you on June 25th - or request to speak with the Director should you encounter any payment concerns in the future.  Please accept our apologies and I hope we get the opportunity to process your copayments ad patient services in the future.

    Sincerely,

    ****** * - Director

    Customer Answer

    Date: 06/30/2025



    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,



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

KC Ortho Alliance is NOT a BBB Accredited Business.

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