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:07/10/2024

  Type:Service or Repair 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.

  April 26, 2024 - My son (***************************************) had a spinal injection (CPT Code *****). He was required to pay $735.31 immediately. That was much higher than the amount he was quoted when setting up this procedure. He was told that our insurance (*****) was already contacted and that was our payment. Shortly after the procedure I receive the ***** statment which indicated our share to be $313.76. I have called the billing office numerous times (they don't answer the phone, seems their procedure is to send all calls to voice mail). Many calls not returned. Finally on June 6th I was able to reach someone (*****) who informed me that yes we overpaid and that a refund of $421.55 will be sent by check in the name of my son. I requested that the refund be credited back to my credit card (which is how he paid on the day of service). I was infomed they do not process refunds that way. Now, 11 weeks after the procedure and 5 weeks since speaking to ***** in billing, I have not received this refund. I would like it to be immediately credited back to my **** credit card.I spoke to someone at ***** yesterday who informed me that they paid the surger center many weeks ago and they have never heard of a credit card payment being refunded by check/paper mail.

  Customer Answer

  Date: 08/14/2024

  Dear Dispute Resolution Team,
  Thank-you for your efforts to intervene and contact the Surgery Center of Chevy Chase with regards to the refund owed to me after being overcharged from a procedure which took place on April 26th. I do see from your correspondence that you had reached out directly to ***************************** of the Surgery Center of Chevy Chase on Friday, July 19th; and that no response from **************** was received. 
  
  I would like to inform you that my son received a check in the mail (him being the patient, though payment was with my credit card) on July 29th (due to a family emergency I was out of the country, having returned last week). That check was dated July 23rd (occuring after being contacted by the BBB). Yet, I was assured on June 6th (when finally someone from their billing office answered the phone), that my refund is being processed. Had I not contacted the BBB, it would appear that I would still be waiting for my refund from being overcharged at the time of service
  
  In following up on this matter, I do notice that my complaint is not posted on the Better Business Bureau site (************************************************************************************************************************************************************************************************************************************). I feel it is important that the public is made aware of the negligence and unresponsiveness which is also very unprofessional. It should also be noted that the Surgery Center of Chevy Chase had declined to respond to either myself or the BBB. Can you please ensure that for the benefit of others, this incident is publicly posted to the BBB web site.
  
  With regards,
  *****

• Initial Complaint

  Date:01/25/2023

  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.

  My husband had rotator cuff surgery on 5/4/2022 and I was required to pay what the Surgery Center thought would be my co-pay under BC/BS Federal -- $1,146.05. I was told that once they receive a check from my health insurance provider, I would receive a refund for the difference.I received notification in July 2022 of the coverage and have been calling the Surgery Center ever since to get my refund but have gotten no where. I finally received an email stating I would receive a refund of $466.26 back to my credit card but it never has been processed. They rarely return my phone calls and i have made several.

  Business Response

  Date: 02/17/2023

  February 16, 2023 
  

  To Whom It May Concern: 
  

  Thank you for taking my call today regarding the complaint noted above. First, allow me to say we are sincerely apologetic for the difficulty experienced in getting ahold of someone from our billing department. For service related issues, we are in process of transitioning away from our current billing service. Again, our sincere apologies. 
  

  In reviewing the patient's account we do find that when we verified this patient's benefits, we did estimate their patient copay amount to be $1,146.05 which they did pay on the date of service using their **** credit card. We do inform our patients that should their copay amount change after their benefits are applied to their claim, we will process any overpayment with a refund. In this particular case, after benefits were applied to the patient's account it was found they were due a $466.26 refund. 
  

  Attached please find evidence that we did process a refund in that said amount of $466.26 on 09/30/22 at 12:29:02 PM, Transaction ID *********. This amount was credited back to their **** credit card which was the original form of payment. 
  

  If we can be of any further assistance, please feel free to email me at: [email protected]. Again, our sincere apologies for the delayed response. 
  

  Sincerely, 
  Patricia *. P*****, MBA, CEO 
  

  
  

  Customer Answer

  Date: 02/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************