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:02/14/2023

  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 found the website for Passport Health in *********, ** online and called to inquire if I could get a yellow fever vaccination as my university requires it for my study abroad program. Over the phone, I was scheduled to come for the appointment to get the vaccine on February 7th. Upon arrival in the office, I was asked to fill out some personal data paperwork. The was no reception like in the usual medical office, just one lady who acted as the receptionist and the nurse. After I filled out the form, and when I finished, the lady brought me a stack of printed materials and recommended a number of vaccinations for my destination with a total cost over $2,000 cash. I was also informed that the cost of the yellow fever vaccine that I wanted to get will be over $500 out of pocket and that my ******************************** will not be accepted. Upon a phone consultation with my mom, I declined to take the vaccination because of the high cost and the fact that they do not take my insurance. When scheduling the appointment, I specifically asked for the yellow fever vaccination that my program requires, which I did not get. I did not request or schedule any consultations. The clinic used this opportunity and charged me $99 for a stack of printed materials from the *** website, something that I did not ask for. In any regular office, the conversation regarding cost takes place at the reception with a receptionist before you agree to the service. In this case, I had no way of knowing what part is a cost conversation and which one is a consultation as this business is managed by a single person. I did not see any doctor as listed on the bill. I should not have been charged anything as I did not get the service I was scheduled to get.The office charged me $99 dollars for the consultation that I did not ask for. I am seeking a refund for the charge of $99, which was unjustly charged to my credit card.

  Business Response

  Date: 03/20/2023

  To whom it may concern,

  Thank you for the opportunity to respond to this complaint. Please accept my apologies for this slow response.

  Travel consult fees are standard practice in travel medicine. These fees cover the cost of the nurse, who provides clients with in-depth information on health protections travelers should consider before going abroad. Nurses who specialize in travel medicine are highly trained and learned in the prevention of potentially deadly diseases. They take into account factors such as destination, planned activities and, most importantly, the personal medical history of the client. Passport Health clinicians rely on the latest information from the Centers for Disease Control in *******, the World Health Organization and the ****************************************. Our medical team also pulls from a deep well of knowledge cataloged over the nearly 30 years Passport Health has been helping protect global travelers from illness.
  
  Clients are notified prior to an appointment that fees will be levied at the time of the appointment (please see the attached document, a copy of which is emailed to anyone who books an appointment at Passport Health). Passport Health also notifies clients prior to an appointment that it does not file claims with insurance providers nor ******** because, in many cases, insurance providers do not cover travel vaccinations. As with consultation fees, declining to accept insurance is common among travel medicine providers.
  
  Given that the client was informed prior to the appointment that fees would be levied and insurance would not be accepted, and that services (the travel health consultation) were provided, the request for a refund is denied.

  I am more than happy to answer any questions or provide additional information, if you should so have a need.

  Sincerely,

  ***************************
  Passport Health
  *******************************************************
  ************