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:08/30/2023

  Type:Product 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 07/19, I received an exam and x-rays for a suspected stress fracture in right foot. *** provided foot pads and a walking boot, the latter of which I explained I wouldn't wear much if at all, due to my sales leadership job and the extent of my driving throughout the week. On 08/03, I had a follow-up appointment to check progress, and to be fitted for orthotic shoe inserts. I informed *** at that time that the walking boot remained unused. When I asked the front desk about returning it, I was told that "once I left the office with [the boot], it was non-refundable." I responded that I was not advised of this on the first visit. Staff then asked me to pay my account balance, which was $329.96. Thinking I was paying for 2 office visits, x-rays, and orthotic fittings, I did so.On 08/20, I received a bill for $725.91 for the walking boot, less my $329.96 payment, for a balance of $329.96. On 08/24, I visited the office to find they'd closed early. On 08/25, I phoned the office and spoke with four (4) separate office staff, each abrupt and unprofessional, and each telling me something different. The 4th individual claimed I'd been informed that "the boot was non-refundable, and that I shouldn't wear it while driving or in the shower." I told her that at NO time had I been informed of the boot's cost or no-refund policy or I would have refused it on 07/19 (and, that common sense dictated no boot in the shower or while driving). I then informed her that my insurance (UHC) told me I'm within my rights to return the boot for a refund and request a redacted/voided claim, as it was a 100% OOP patient expense not involving a custom orthotic. She responded by saying that "wasn't their policy"--again, a policy which was NOT communicated to me on the 07/19 initial visit.REQUESTED RESOLUTION:1. Return the boot for a refund of $329.96 already paid 2. ****** the insurance claim to eliminate the $329.96 balance from my account Thank you - ****** ****, *****

  Business Response

  Date: 09/07/2023

  Thank you for forwarding. We did not receive the first notice but have begun an investigation and will provide information shortly.

  Business Response

  Date: 09/07/2023

  After investigation we noted that, today 9/7, the office spoke with the patient and informed the patient she was refunded the full amount she paid for her L4361, $329.96. They sent a follow up email to confirm the refund and asked the patient to allow at least 48 business hours for the refund to be processed. The office asked her to reach back out to me directly if the refund was not processed. 

  
  Some of her frustration around the payment was due to receiving a bill for the item even after she made her payment. She also misunderstood her EOB which detailed the full cost of the item at $725.91, and she thought that was the full amount she would have to pay. The office explained the billing process for this item, even though her refund was still going to be processed.
  
  The office apologized for the experience she had when communicating with staff members in the office about returning her walking boot. Her issue is not with Dr. ******* but just that she was informed by staff (per Dr. ******* that she could not return the boot and was responsible for the cost per her consent forms. The office told her they would use this as a training opportunity with the staff about communication via DME and consent forms.
  
  The custom orthotics the patient received seem to be helping her condition.
  
  The office had a conversation with staff members and the doctor in the office about the importance of thoroughly explaining consent forms to patients and following the appropriate protocol should this happen in the future.
  
  The conversation ended on a positive note, and the patient was appreciative of the refund and call.