Complaints

This profile includes complaints for Twin Cities Orthopedics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Twin Cities Orthopedics

  3601 Minnesota Dr Ste 850 Bloomington, MN 55435

• 

  Twin Cities Orthopedics

  11225 Ulysses St NE Blaine, MN 55434-4261

• 

  Twin Cities Orthopedics

  3111 124th Ave NW Ste 200 Coon Rapids, MN 55433-4573

• 

  Twin Cities Orthopedics

  916 St Peter Ave E Delano, MN 55328

• 

  Twin Cities Orthopedics

  820 Village Way Waconia, MN 55387

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:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Dr. ******** performed an injection for a contrast MRI. When injecting the contrast he hit my femoral nerve causing immense pain. I alerted this physician immediately and he blew me off. I ended up in the ** and at my regular doctor and a consult with the ************ This intense pain has gone on for months. And though I understand accidents happen in medicine but not getting treated after the accident is unacceptable. Ive never had such disregard to my injury and treated so poorly by a doctor. I missed work and I had to find a new surgeon to do my hip replacement. This has been horrible and painful. Now they expect me to pay for that injection and MRI which I do not feel I should be responsible for.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair 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 sustained a severe spine injury in the workplace and my employer referred me to Twin Cities Orthopedics for my care, I came to the ******** location with a pending work comp claim and told the receptionist that I had a back injury and referred by my employer. She went to a back room and then a bunch of people came out lead by a bald headed doctor *** was loudly exclaiming that "we don't have any drugs for you" and while pointing toward the door, I tried to explain the situation and symptoms to the best of my ability and asked if I should just take an ambulance to the hospital. He just kept saying that they don't have any drugs, I began to leave for emergency treatment and he attempted to hold me up at the elevator.The Twin Cities Orthopedics hospital network does offer treatments that would have resolved the issue with my spine and hips that has now developed into even more severe osteoarthritis due to the lack of treatment, I would have liked to have undergone some of those available treatments but I was treated like some drug addict that wandered into their clinic, even with a pending work comp claim and referral from my employer.I might still like to undergo some of these treatment options and they could still help me to avoid many highly invasive and life altering surgical procedures and eventually a wheel chair.Prior to this injury I lived a very active and healthy lifestyle, I have done yoga for 10 years and used to run marathons. Even after a major auto collision in *********************************************** the gym 3 days a week. I would like to get back to the healthy and active lifestyle that I was living in the first place but I am now stuck on ******** and on a bunch of medications, I can do nothing but sit in the house and try to decompress the spine.

  Business Response

  Date: 02/18/2025

  Twin Cities Orthopedics (TCO) strives to exceed our patient's expectations.  When a patient is not satisfied with any aspect of their experience, we appreciate the opportunity to receive feedback, review details and follow up in attempt to improve our services, seek resolution and increase loyalty in the patient-provider relationship.  Our goal is to bring each patient to their best possible orthopedic outcome.  We thank the patient for sharing their perspective of the office visit appointment and apologize for any dissatisfaction related to the care or overall experience. 

  We encourage patients to educate themselves on treatment options and seek second opinions from providers if they do not feel comfortable with a provider or a treatment plan.  With that, we also strongly encourage patients to align with a recommended treatment plan once established and see it through each step in effort to reach their best possible outcome.  Please know we have contacted the involved providers and clinical leadership to learn more about the interaction that took place during this office visit.  According to our documented records, we truly encourage the patient to continue the recommended treatment plan with Neurology as referenced and seemingly in place.  It is very important to maintain compliance with treatment plans, continue educating and aligning in a collaborative manner with the care team.  

  We appreciate your time and thank you for the opportunity to review the concerns and feedback.  If you would like a scheduling representative to call to coordinate an initial visit with a specialist, please let us know or you're welcome to call our **************** at phone number: ************.  

  Sincerely,

  Twin Cities Orthopedics

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because:
  
  This response is not relevant to my complaint.

  I was referred to this treatment center by my employer with a pending work comp claim and a severe spine injury.

  The doctor in the facility that I visited shouted at me and pointed to the door, he was with a whole group of people and did so in the most intimidating manner he could muster. 

  I was accused of seeking drugs while trying to be treated for a spine and hip injury.

  I ended up in a *************** that put me in line to see a specialist every two months while I had multiple nerve impingements causing a cascade of nerve problems that only come after a disk makes contact with your spinal cord. 

  It even seems like my initial complaint wasn't even read because there was no "treatment plan" provided by this provider. I don't know what records they found their information in but I wasn't a patient.
  

  At the very least I deserve an apology for the way I was treated while my body was in shock.

  What I really want is some adult stem cell injections in the effected area, I could have gotten that while I had a pending work comp claim.

  Now I have to be treated in a hospital out of state because apparently corporations get to call open season on injured workers in Minnesota. 

   

• Initial Complaint

  Date:11/20/2024

  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.

  I was going to pay my copay and she asked if they should just use the card on file. I said I did not want them saving my credit card information. She said it was one of the new things they do with the new system and the move. I said no. She said sorry that's how it is done now.With all the fraud going on I don't want people saving my credit cards. I didn't even know they were doing it.

  Business Response

  Date: 11/21/2024

  Twin Cities Orthopedics (TCO) strives to exceed our patient's expectations. If a patient is not satisfied with an aspect of their experience, we appreciate honest feedback. Upon receiving this message, we promptly shared with applicable leadership to learn more and align to follow organizational best practice standards. Initial review from our Billing and **************** leadership revealed the healthcare billing system utilized does offer an appropriate auto-save feature for credit or debit cards used to pay invoices.  Our typical process does not include using this feature, unless a patient specifically requests saving their payment method for future reference. While many patients appreciate this convenient feature (which is why it is offered on this system and many others), we understand not everyone would like to have their payment method saved so we do not typically automatically save payment methods when processed through our Billing or **************** departments, which is where majority of our patient payments are processed. For this specific scenario, we found the payment appeared to be routed from a clinic site (front desk at the time of the visit and not through **************** or Billing). This clinic site opened last week and are refreshing themselves on many new processes.  The site leadership has been in contact with those who would have handled this exchange and patient conversation.  While appropriate, we want to make review processes and communication as we are made aware of opportunities to improve, educating staff in effort to align organizational processes and give our patient's peace of mind, focused on reaching their best orthopedic outcome.  In addition, please know a request to confirm your payment information has been removed from any auto-save feature. Thank you again for your time and for choosing TCO. If you have further questions, concerns or feedback, please contact us at ************************************************************************.  Sincerely, TCO Patient Advocacy

  Customer Answer

  Date: 11/21/2024

   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.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair 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 went to physical therapy and on first day asked front desk about co-pay and they said all sessions would be the $25 co-pay. I just for a bill for $503.56 because non of it was covered by insurance. None of the session from 5-30 to 6-6 were billed as office visit and all were billed by out patient therapy. No one told me this until I got my bill. **********, I am being billed for time that was no spent on actual actives like finding and printing off paper. I was never actually doing any actives for longer than 25 minutes total. I should not be billed over 100 for printing and setting up of activities. Also, on the first day there was a girl that was dizzy and the therapist left me to go help her and I should not be billed for that. The most time spent on actual therapy was not more than 15 mins for showing new activities. I would also like to know why part of the therapy was not an office visit, when I did other therapy at another place with therapy activities they billed and it was just my co-pay. Two companies should not be different. The worst part is that after all this I am in even more pain then when I started and now I owe 678 for four times that didn't even work, this money I don't have. I would like my bill the be adjusted for the time spent on actual therapy not including administrative tasks and also it should be looked at for an office visit since it was review of what was given. I should not be charged for more than 30 mins for any day I was there because I never had a full 30 minutes of actually doing therapy and not sitting there.

  Business Response

  Date: 07/15/2024

  Twin Cities Orthopedics (TCO) strives to exceed our patients'expectations. We appreciate hearing honest feedback and review appropriately with those involved. TCO understands the billing and conversations after the visit is just as important as the care itself. We want *************** to know we value her as a patient and reviewed her account to learn more about the care and associated billing. The appropriate leadership including Managers of Physical Therapy and Revenue Cycle were made aware of this concern and thorough review of the account was completed. Our findings indicate based on the patient's insurance, a $25 copay is collected at each physical therapy visit. The visit is processed through insurance, subject to deductible/coinsurance. Records show at the 5/30/2024 visit, symptoms were discussed, mobility and assessments were completed. The patient was to focus on STM and dynamic stretching exercises incorporating a fascial component. The visit included 35 minutes of treatment; 23 minutes of neuromuscular re-education and 12 minutes of manual therapy. On 6/6/2024, the patient expressed improvement in symptoms with stretching and new fascial mobilization. Total treatment time was 40 minutes;12 minutes of neuromuscular re-education, 28 minutes of manual therapy.  At this time, no further therapy sessions have taken place. Our findings indicate the care was appropriate and billed accurately with the services provided. TCO follows strict billing guidelines established by the ***************************** used by healthcare facilities across the country. We are limited in providing reductions based on regulations/payer contracts. We apologize for any dissatisfaction; the Physical Therapy Manager would be happy to talk the patient through any questions relating to the care provided.  The billing office is also available for any questions, or to discuss payment options. Thank you for your time and allowing us to review this patient concern.

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  I am asking that a billing adjustment be made because I never received more than 30 minutes of actual therapy. I had to sit and wait for the therapist to set up and then one day she tried for 7 mins to get printer working. I am asking to be billed actual therapy time. Also, my billing was way more that my $25 copay that you state for each time. My copay wasnt even applied for 3 of the visits. Having to pay $100 for printing issues is not acceptable. 

  Business Response

  Date: 07/19/2024

  Thank you for your response. After further review, our findings indicate the billing aligned with the services provided,standardized coding for neuromuscular re-education and manual therapy.  A copay was collected for the initial evaluation on 5/16/24; this visit is intended to go over a plan of care and set short-mid-long term range goals.  Based on the individual insurance plan, a co-pay may not have been required at the following visits.  All visits were coded and processed through the established insurance plan, the maximum out-of-pocket amount had not been met during this time, therefore the patient responsibility portion will go towards the annual deductible amount of the elected plan.  We again apologize for any dissatisfaction prompted from the visit.  We encourage the patient to contact the care team with any additional questions around the care provided.  ******************** team or the health care insurance carrier are available to provide additional support for questions around the billing or payment specifics.  Thank you again.

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  I was scheduled to have my hip replaced at Twin Cities Orthopedics. A decision was made to do some physical therapy at the **** Rapids location. After bill were received for physical therapy I called them to dispute a few of the charges. After two months of not hearing anything I called to see where my dispute was at. They said they denied my dispute but refuse to tell me why the the dispute is being denied. As a matter of fact they never even notified me the dispute was being denied. I asked for at least a letter or email and they refuse to do that also. I believe I deserve the respact of knowing why my dispute is being denied.

  Business Response

  Date: 06/26/2024

  Twin Cities Orthopedics (TCO) takes pride in the care delivered to our patients.  When a patient has a concern with any aspect of their experience, we appreciate hearing honest feedback and utilizing this insight to continue improving our services.  TCO understands the billing and conversations that take place after the clinic visits are just as important as the care itself and we agree, we absolutely want our patients to know reasoning if we approve or decline a billing dispute shared with us.  We want ************** to know we value him as a patient and have reviewed his account to learn more about the expressed dispute and surrounding communication.  The Revenue Cycle Manager and **************** Manager were also made aware of this concern and review of the account. 

   

  While we were not provided details from the patient regarding his expressed his dispute, we do have our documented communication.  Our records indicate the patient made a payment to TCO in February 2024, then received a letter with communication regarding estimated coverage and out of pocket expenses for a recommended surgery.  On March 23, 2024, a call was made in attempt to collect a balance past due by 45 days.  Our standard process is to also mail statements prior to the collection call.  Another call took place with the patient on April 2^nd, 2024, at this time the patient stated the physical therapist did not tell him the visits would not be covered by his insurance so he refused to make a payment for the services provided.  This was reviewed by a billing supervisor on April 2^nd, 2024, who deemed the charges appropriate.  A call was made to the patient on April 4, 2024, during this time there was conversation related to the overall account status and outstanding balance and estimated continued patient responsibility.  The patient did make a payment on the account during this call, inferring the dispute was resolved.  Processing continued for care services provided to the patient during this time, another balance was accumulated with another call out to the patient on April 23^rd, 2024, for a balance more than 45 days past due, after letters sent with total amounts outstanding.  This collection allocation was considered complete on May 20^th, 2024.  TCO received a call from the patient on May 30^th, 2024, regarding a dispute he expressed.  The representative confirmed current charges were deemed appropriate, patient became upset regarding the physical therapy charges.  The representative attempted to share it is the patient responsibility to confirm health care insurance coverage and their appropriate co-payments that are due at the time of the visits, the physical therapists are focused on the care for the patient.  The billing manager e-mailed the patient to coordinate a good time for further phone conversation.  Out of good-will and focus on patient satisfaction, there was an adjustment on the account on May 30^th, 2024, with processing completed on May 31^st, 2024.

   

  Again, we appreciate the transparency from our patients when they are not satisfied and welcome conversation to maintain and improve the provider-patient relationship.  If we can assist with anything further, please feel free to contact us.  Thank you for your time with this matter.

  
  Sincerely,

  *******    

   

   

  *****************************, CPHRM

  Risk and Patient Advocacy Manager

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising 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.

  TCO called me on May 6, 2024 and requested that I pay my surgeon fees up front before I had surgery on May 8, 2024. I laid them. The next day, the hospital where I was having the surgery called to tell me how much I would owe after the procedure. The hospital went through insurance and included the physician fees. I tried to get a refund from TCO, since they did not go through insurance and I had to pay the hospital the same costs. They refused.

  Business Response

  Date: 06/21/2024

  Twin Cities Orthopedics (TCO) takes pride in care delivered to our patients.  When a patient is not satisfied with any aspect of their experience, we appreciate the opportunity to hear honest feedback, review concerns shared and do our best to find resolution.  Upon becoming aware of this concern expressed by **********************, we reviewed the her complaint with the applicable department, Revenue ************ ************** leadership promptly reviewed the patient account. 

   

  Our review findings indicate the standard process from our billing team is to assess elective surgeries in advance of the surgical date of service to prompt open, transparent communication around the estimated charges for the services provided to the patient.  In this case, according to our records, the billing team called the patient on May 3^rd, 2024, to talk through the surgery billing details for her upcoming May 9^th, 2024, date of service.  This included conversation around the applicable health insurance out of pocket costs with estimates based on the projected billing codes.  The notes indicate conversation took place regarding the process to refund the utilized credit card, should there be any overpayment from this discussed prepayment option.  Our records indicate a call took place on May 7^th, 2024, when the patient called to say she needed her money back (prepayment) for the upcoming May 9^th, 2024, surgery because she has to pay M Health Fairview.  It is noted the patient stated, you need to figure this out and disconnected the call.  Unfortunately, the TCO billing team member was not aware of what the patient was in need of, noting there was not details around what was needed.  The patient called again approximately an hour later on May 7^th, 2024, she was transferred to the billing team supervisor due to the tone of the call and in attempt to understand the patients request for reimbursement of the prepayment for the May 9^th, 2024, surgery.  A refund was initiated at this time on May 7^th, informing her it may take up to 72 hours for the reimbursement to be processed and she may receive a bill for any remaining charges after her surgery.  Since that time, our records indicate the patient has received the reimbursement in full as prompted, currently with a balance on her account awaiting payment from her health insurance.

   

  TCO welcomes any further conversation around this complaint and we extend our apologies for any dissatisfaction with the experience.

   

  Sincerely,

  *****************************

   

  *****************************, CPHRM

  Risk and Patient Advocacy Manager