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:09/21/2023

  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.

  On June 9 2023 I visited the ENTAA care facility based on a referral from my ************ Physician. Upon arrival, I provided my insurance and immediately paid the co-payment of $30.00 by credit which is recognized the provider's system. I subsequently received an additional bill of $30.00 for the same visit and was alerted via the online system. I called to dispute the charge, and have not received a response. The payment is still outstanding and I am receiving messages that it will become past due. I simply want the duplicate charge to be removed from my account.

  Business Response

  Date: 09/22/2023

  Patient was responsible for two copays due to seeing two different providers on the same day.  The insurance carrier makes the determination on whether or not there is a second copay, not our practice. Charges were billed to patient correctly, as patient's insurance has indicated a responsibility of two copays due to seeing two different providers.  Patient can verify this information with their insurance provider. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20635676
  
  I am rejecting this response because:

  I was not made aware that I would be seeing two separate physicians which would require two co-payments, regardless of my insurance determination. I made an appointment for treatment of possible vertigo, which I received an assessment and had an exercise performed.

  I was told to wait for another physician, which I did, whom I briefly spoke with and was advised nothing further could be done at this time. 

  Simply put, I made an appointment based on a referral and was satisfied with this appointment. Unbeknownst to me, a second appointment was included and submitted by ENTAA to my insurance which subsequently they determined required an additional copay.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/22/2023

  As indicated in the patient response, they did, in fact, see a secondary provider.  Our notes indicate that the exercise performed was actually completed by the secondary provider, who specializes in the exercise service provided, which was documented by the secondary provider and the service they billed out.  The patient also had the benefit of being worked in the same day, where many times a patient has to schedule a later appointment for such a service when the staff is overbooked.  The patient was not billed for another office visit, only the additional exercise performed by the secondary provider.  Insurance benefits for such a service are, again, determined by the insurance carrier.  We would not know in advance if they would cover it in full, partially, or assess another copay.  We only advise patient, as required by law, when the service is non-covered - but this was, indeed, a covered service.  Collecting a single copay in advance is not indicative that that will be the only balance for the patient. The insurance company assesses all services and applies the benefit as indicated by their insurance contract. Patient signs an outpatient agreement in advance to be billed for treatment and covered services as provided and pay any balance as indicated by their insurance carrier benefits.    

• Initial Complaint

  Date:05/10/2023

  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 sent this email to ENTAA Care about how I was charged an exorbitant fee that I was unaware of:I received the bill from my 11/4/22 visit and I was blindsided by the $609 charge for Nasal Endoscopy. My provider did not inform me of the cost. I had no idea it was going to be such an expensive procedure ( I have a high deductible plan, ***************** says I owe $442 of the $60 charge). The **** simply said let me see what your nose looks like inside and I said ok. The whole process took a few minutes. Next thing I know, it is a $609 charge and I am responsible for $442 of it. I was charged a "long exam" fee of $300 on top of it - of which I owe $223. I was also charged $300 of which I owed $223 for a "long exam" for a FOLLOW UP appointment on 12/2. Why was I charged such a high amount for my follow-up appointment? This does not seem right. This fee is double the price of my husband's recent arm MRI. It was a 2 minute look up my nose and I was in the doctor's office for less than 30 minutes for each visit. These fees seem tremendously excessive. I attached the *** from United that has the nasal scope labeled as "surgery" which also seems excessive for what it really was. Is it possible to re-check the visit notes and proc codes to determine if this is fair and accurate? I would like a response explaining these charges to me. CNRP ********* does a great job, but maybe she did not realize how much this would cost me. And I'd hate to leave the practice, but this is unacceptable. Thank you for your help ~ *****

  Business Response

  Date: 05/10/2023

  Due to healthcare HIPAA privacy laws, we cannot respond to complaints on this platform.  The customer may contact the phone number on their statement for questions or concerns regarding their bill.  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20040155
  
  I am rejecting this response because: 

  Hi,
  
  I already called the number on the statement which is for their billing department and they are no help. All they tell me is that the claim was processed correctly. 
  
  Id need to speak to someone in management that oversees the nurse practitioners and they will not escalate my issue which is why Ive filed the complaint here.
  
  There is also precedence that ENTAA Care routinely dishonestly charges patients for services they provide. The other case filed against them is similar to mine.
  
  I was hoping you could help me resolve this and also protect other consumers from having this happen to them.
  
  Please review the request and the timeline and let me know if this can be pursued further. I attached the HIPPAA release form as well.
  
  Sincerely,
  
  ***** *****