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:02/07/2023

  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.

  This business denied access to me for medical visit for late policy. This was my first visit, I was physically at the building before my appointment began and was lost. They instructed me the office was on the 3rd floor, which it was not. I had to ask several people across the whole building (walking all around with a hernia) to find the location. When I finally arrived the secretary said I was marked a no show and I explained how I couldn’t find the office, I’m moving slow due to hernia pain, I would have been there on time if I had the right instructions on how to get there. I feel this is a scam because they are collecting money from people who are barely late and turning them away. I was told to go to the wrong floor when I made my appointment and I refuse to pay $50 for this. The Secretary turned me away and explained to me that the doctors “don’t care about me” and will not see me and they will charge me a $25 fine to reschedule. I said I did not want to reschedule and later that week in my email I see from them a notice of “no show”. When I called their billing department to dispute it they confirmed that they were actually charging a $50 fine. I refuse to pay any fees, I did not see anyone at this office, this was my first appointment and I will never return. I requested from the attorney general office that this company be audited for charging unjustified fees because multiple yelp reviews show I was not the only person treated this way. I do not owe them money, I was physically at the building and security cameras can prove it. I’m disputing the fees and requesting audit.

  Business Response

  Date: 02/28/2023

  To Whom it May Concern:
  This letter is in response to the formal complaint filed by *** ******* ********* We apologize she had a negative
  experience at one of our clinics. We strive to provide a patient centered experience and took the immediate steps
  to evaluate the issues brought to our attention.
  Our investigation concluded on 2/17/2023 and the following actions have been taken to investigate and assist with
  the resolutions:
  Initiated an intensive investigation and review of the case.
  A meeting to took place 02/14/2023 to discuss the complaint with the Regional Director of Operations, Director of
  Clinical Quality, and the Office Manager of the practice.
  The patient’s financial charge was reversed on *** ******* ********** account.
  The health and wellness of our patients is extremely important to us, and we sincerely apologize for the experience
  *** ******* ******** went through. If you have any further questions or concerns regarding this matter, please feel
  free to contact me directly. I can be reached at ************.
  Sincerely,
  *** ********* **** **
  Director of Clinical Quality
  GI Alliance