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:02/12/2024

  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.

  My appointment with ******** ****** was Jan. 4th. The purpose was to determine if I had a nail fungus on my left big toe, as my dermatologist suspected. I was seen by an employee before Dr. Weaver. She proceeded to trim and file my nails. She did all the nails with the same clipper and filing tool, risking spreading the fungus to all my nails, as nail fungus is highly contagious. When Dr. Weaver came in, he glanced at my nail and stated he couldn't treat me until he sent a nail trimming to a lab to determine if it was fungus or something else. I was aware of this as I had done some research before my appointment. I did not want to take any oral medication which can effect the kidney and interact with other meds if I didn't actually have a fungus, so that made sense to me. He said lab would take 3 weeks. He then sold me $55 worth of products, one of which was useless because I couldn't use it with the nail lacquer prescribed by my dermatologist that I was taking in the meantime ,hoping that if it was nail fungus, it would keep it in check at least. He knew I was on that medication because I brought it with me to the appointment.
  On Friday, Feb 2 I called them as it had been longer than three weeks. They had the lab report, but refused to give me the results by phone, and insisted I come in for consultation. I said I didn't need "consultation" as my goal was to confirm I had a fungus so I could start the medication my dermatologist had recommended. She said "Doctor doesn't do it that way" and refused to give me the lab results. "Sally" stated they wanted to set me up with a treatment plan. I stated I wouldn't need that if the lab results were negative. Sally stated something about treating me for thick nails.?
  I looked at my medicare account and saw they have thus far charged medicare $560, of which $259.72 is my out of pocket SO FAR. His prices are very high, especially considering his standard of care. The bill is inaccurate as to what occurred.

  Business Response

  Date: 02/12/2024

  With this being a medical issue under HIPAA we
  are not legally allowed to discuss or disclose any patient specific
  information. Our office follows certain guidelines and policies, and these have
  been in place since the practice began. While we understand frustration people
  may feel when they don’t understand that the policies and procedures are in
  place to help provide the best care possible. No patient has ever been blocked
  access from their medical records, we forward copies of patient’s medical records to their primary care
  doctor, and if their primary provider chooses to discuss records over the phone
  with a patient that is their prerogative. Also, any patient that would like a
  copy of their records is advised to come into the office and sign a medical
  records release.  Records will be provided to them in the standard 14-day
  work period as per HIPAA guidelines. 

  With the start of the new year, all insurances have deductibles that start over on the first of the year and vary based on the insurance plan. Insurance companies state some items are not covered by insurance and are considered over the counter products. 
  

  Customer Answer

  Date: 02/17/2024

  The company did send my records to my primary care physician, but their office would not give me my lab results because they didn't order. them. ******* ** ******** agreed to send my medical records to me (after I signed a release form), but I have not received those yet. I need to keep this complaint open until I receive those records.

   

  Thank you,

  ****** ****** 

  Customer Answer

  Date: 02/20/2024

   
  
  Complaint* ********
  
  
  I understand they have time to send me my records ,as it was on the their medical release form I signed and returned to them. This response will not close my complaint.   
  
  
  
  
  
  
  ****** ******

  Customer Answer

  Date: 03/01/2024

  I request a refund of $259.72 from ******* ** ******** *****. in order to consider this claim settled.  SOME of the reasons are as follows:

  I did receive some records and 2 pages of lab work, but the "Visit Notes" included procedures I did not receive and numerous inaccuracies and diagnoses that were not discussed during my brief face to face with *** ******* 

  Tested (they state biopsied) the wrong toe when I clearly stated which toe may be the problem. I brought a picture of the correct toe to my appt. as well.

  Complete lab results not included for other clippings, so I don't know if the suspected condition has spread to other toes.  

  Charged for callus removal I did not ask for, resulting in redness and pain for weeks.  The callus is still there.

  This entire visit provided me with no answers.  I will need to go back to square one and seek testing and treatment elsewhere. 

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

   

   

   

  Customer Answer

  Date: 03/06/2024

  I have proof they took a clipping from the wrong toe and sent it for lab analysis.  I clearly stated my LEFT toe, had a picture of my left toe to show Dr.,and it is stated in the office visit notes I obtained from *** ******** *******  They sent clippings from the RIGHT toe. So I still don't know if the right big toe has nail fungus. The lab report, not surprisingly, states the R toe is negative for fungus.

  The entire purpose of the visit was to find out if my left big toe had a fungal infection, as suspected by my dermatologist. When I called *** ******** office to find out what the lab said,they refused to give me the results without coming in for another appt. As far as they knew at the time, they had tested the correct nail, and could have told me I didn't have fungus and that would be that. Instead, they knew the lab results were negative, but still wanted to have me come in for another consultation and a treatment plan. All this time THEY THOUGHT I didn't have a fungus.  

  I want a refund of $259.72, which I have already paid.  I would also like them to absorb any lab fees for the labs they had done on the wrong toe. 

  Brenda Penney

   

  Business Response

  Date: 04/08/2024

  BBB comment we have refunded the patient and sent her the letter - everything has been taken care of. 

  Customer Answer

  Date: 04/08/2024

  Since I originally filed my complaint, I have obtained a copy of the lab report.  *** ****** ** ******* ** ********, sent clippings from the right toe to be tested.  It was the left toe that had the suspected fungus.  I also have a copy of my visit notes from my visit with Dr. Weaver.  It was clearly stated by me in the notes that it was the left big toenail that was suspected of having a fungus.  So while it was clearly understood it was the left that should be tested, they sent clippings from the right.  Not surprisingly, the test was negative. I have to repeat and pay for labs again from another doctor. 

  My portion of the bill for a test on the wrong toenail was $40.60.  ******** paid $511.34

  I am happy *** ****** refunded my money for my office visit, but I should not have to pay for their mistake. I would like for them to absorb the lab costs of $40.60 or send me a refund for this as well.