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Business Profile

Family Practice

J. Richard Lily MD ABFP and Associates
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for J. Richard Lily MD ABFP and Associates's headquarters and its corporate-owned locations. To view all corporate locations, see

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J. Richard Lily MD ABFP and Associates has 4 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:11/07/2022

      Type:Order Issues
      Status:
      Answered
      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 have been a patient at Dr. Richard Lilly and Associates for quite some time. We are required to pay a copay before services are rendered. October 21, 2022, @ 10:30 am, I had an appointment and I paid my copy before being seen as required. I have complained on numerous occasions about being billed after every Dr,'s appointment. I believe that this doctor's office is double-charging patients. I need help getting this issue resolved. I asked for my account to be audited, due to the continuous bills. I would like for my account to be reimbursed for the copays that I paid twice. This is not only happening to me but to several other patients that patronize this practice.

      Business Response

      Date: 12/07/2022

      December 2, 2022 

      To Whom It May Concern, 

      This letter is written in response to the letter sent to you by our patient, ***** ****. For clarification and to show in print, we have not doubled billed and that all her payments have been posted to her account, I have attached a copy of her bill from 2019 to present. It is our office policy and the contractual agreement with the insurance companies that we collect the copay at the time of the visit. However, in reviewing her bill you can see she did not always pay at the time of the visit. This would result in her receiving a bill in the mail. 

      I know I personally spoke to this patient and thought her concerns were addressed at the time of the conversation, as well in giving her a "courtesy adjustment" for one of her copays because it was a hardship for her at the time. (See number 13) 

      It is my hope that the attachment will help clarify **** ****'s concerns as well as substantiate the fact we do not and never have "double billed" her or any other patient. 

      Please let me know if you need any other information or if I can be of any other assistance. I can be reached at *** *** **** x****. 

      Sincerely, 
      Cathy F***** 
      Senior Office Manager

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