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:11/17/2023

  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.

  Date of service 3/29/2023 was billed for spinal injections which were not performed on that date, it was a follow up visit from spinal injections visit 3 weeks prior which we already paid. Billed injects also tripled in cost from original spinal injection billed date.
  Have been calling about 6 times since June 2023 to get bill corrected but continue to be told they will “escalate” the issues then get another bill the next month with threats to be sent to collections.
  Went to office to get visit notes which state no injections was performed that date bc new pain physician would not allow injection bc they said only so many are allowed a year.

  Business Response

  Date: 12/08/2023

  Pt saw Alyssa *********, NP for Office Visit on 3/29/23 and there were no procedures or injections done; Provider's EMR populated the template for a procedure note instead of a non-clinical follow-up visit note, which triggered billing to be processed as a procedure; Since this was processed and submitted to insurance, it has taken some time to investigate, correct, re-submit, and correct further. The patient did present with insurance that was inactive at one time, which also confused things. As of 11/20/23 and after confirming with Billing Supervisor, Provider made a documentation amendment to 3/29/23 visit note confirming there was no procedure; Billing voided injection code and filed cc to BCBS for claim ******* so they recoup their $207.53 overpayment. Pt does owe $90.77 deductible for this office visit, however. Given the inconvenience to the patient and stress caused, I will ask for the remaining balance to be waived. 

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 or about the 1/22I called my pain management and asked if I could still be seen because I tested positive for Covid I was told no and to make an appointment 2 weeks out and that Mrs Heiderman would send scripts to last until my next appointment. On 1/27 I called Walgreens to see if i had scripts they advised me that nothing was sent. On 1/30 I called the office to see if I could move my appointment up since I now am testing negative for Covid the call center rep told me they had an open appointment for that day at 12pm but said she would have to ok it with Mrs Heiderman the rep came back she advised me that Mrs Heiderman said not to give me that appointment that I could wait until the 10th I advised that I would be soon running out of pain medication I was told to leave a message on the nurse line I did that but never received a call back, because they say only leave one message I waited and just kept calling Walgreens to see if my scripts were ever sent on Friday 2/3 I called Walgreens as soon as they opened still no scripts because it was Friday and I knew I would not have medicine I called left another message telling them I ran out of medication still never called me back. I have had problems with This happening several times with Mrs Heiderman as well as I told Mrs Heiderman that I hadn’t had radio frequency amblation done in over a year and was having a lot of pain she told me I had to have injections done before I could get that done she scheduled me to have it done I had to have 3 so that’s what I did at my 3rd injection I asked Dr Wong why did I have to have these injections he told me because I had Medicare and they required it I advised Dr Wong that I have Blue Cross Blue Shield PPO he looked it up and said your right, because you didn’t have to. I have made the center aware of the treatment I receive from Mrs Heiderman and asked could I switch and was told no. I still haven’t heard from anyone I don’t have meds since Friday

  Business Response

  Date: 02/23/2023

  Patient complaint is largely based on conditions required by her insurance that have impacted her care. Restrictions on opiate medications and the frequency in which they are allowed to be prescribed/filled is determined by both insurance and the DEA. Patient frequently cancels and/or reschedules procedure and medication appointments (10 instances in 2022) and calls the office requesting medications to be sent for her without being physically seen. Follow up appointments are required for patients regarding monthly medications as well as ordered by the doctors as post-operative check ins. The patient was scheduled for appointments only as ordered by Doctors and regular Nurse Practitioner, Heiderman. The request to see another provider was denied by Medical Director due to continuation of care and expectations. Patient made a similar BBB complaint in Feb 2021 discussing the same issues relative to medications and authorization requirements yet still continued to be a patient here until her requested discharge from our practice on 2/16/2023. After confirming with Medical Director and regular provider, the treatment patient was given was appropriate.