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:01/06/2025

  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.

  Complaint: 22775424
  
  I have reviewed the business' response and am rejecting it because:

  1) Was there to attempt to check in within 5 min of appointment time. Doctors office text message instructed me to check in on main floor. (See attachment photo) Check in desk was empty so went to a empty check in at endocrinologist level. Had to knock on door and wait for someone to come for them to tell me due to holidays no receptionists. They also told me my provider was on the main level doing something else(not seeing another patient as insinuated in Ozark's reply. I walked back down to main floor and found that another check in desk was located behind the check in desk I had always used before when I came to visits in person years back. They also told me my doctor was on the main level doing something else(not seeing another patient as insinuated in Ozark's reply.  I still ended up waiting in waiting room for a considerable time.

  2) It was shared to their nurse and my doctor and was shared to the doctors office.(See attached photo) Email from my freestyle libre say it was shared to Ozarks Healthcare Endocrinology despite me making it clear I only permitted them to view it from my phone. 

  3) I was told that Ozarks Endocrinology no longer did televisits when I tried to schedule one. I do and always did prefer them. Them saying that this was urgent or different makes me want to question how many televisits were accepted as of this year 01/23/2025 for Endocrinology. The visit was not urgent and provider subsequently moved me from 6 month visits to yearly. Nearly $400 and 3-4x my usual cost to be seen(confirmed by their reply) to be seen for less than 20 mins of actual service is ridiculous and my original complaint is still valid. I did not ask for my blood sugars to be reviewed and certainly would not have let them view them if I knew it would be another almost $90 charge(unable to view thier reply and type this reply so trying to remember everything exactly).  $97 for overall price seems kind of high still but manageable.

  4) It seems they did not address but 3 of my original concerns and my other concerns are still present despite trying to get some clarity on bill by talking with billing for around 45 min. (call recorded by both parties)

   

   

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

  e gouging to name a few issues.

  Business Response

  Date: 01/22/2025

  1. Wait time. Per the tracking system in meditech pts appt was scheduled for 1045 pt arrived at 1056, Status changed to intake (nurse taking pt back to room) at 1102 status updated by MA to waiting for provider at 1108. Provider changes status to exam ( seeing the pt ) at 1130. pt was departed at 1158.  Expectation is for pt to be roomed within 5 mins of appt time. As pt arrived 12 mins past appt time provider may have been delayed by seeing pts who were on time for their scheduled appts. Staff expectation is to inform the pt if the provider is running behind in the clinic and if there is an expected wait time. 
  
  2. *** sharing- When a patient enrolls in a *** and they have an app or their cgm is used to collect the data. The information is downloaded from the *** via the portal for that specific ***. It only is viewable to dr **** at the time of the download. It may say it was shared with *** only because that is who our acct is registered under with with each *** portal. This information does not even get sent to the pts chart. Provider reviews information summarizes it and puts her summery in the visit note. We do not share or keep these reports. 
  
  3. Pts billing concern. After reviewing the chart and past visit bills. Provider was seeing pt previously yearly as a tele visit. Thus his last visit ******* he was only charged for a tele visit and did not pay a 100 dollar sp pt co-pay. The billing amount for that visit was 97 dollars. Dr **** no longer provides Tele health visits unless necessary for an urgent need so pt was seen in office for the first time since 2022. pt was charged the 100 dollar self pay co-pay. 71 dollars for a *** interpretation. 179 dollars for a level 4 office visit and 89 dollars for a facility fee. 
  
  

  Customer Answer

  Date: 01/28/2025

  Please see attachments. 

  Business Response

  Date: 01/30/2025

  1. Investigation after receiving photo from patient of where to check in was performed.  The check in process had been changed to the downstairs location that day because it was the day after Thanksgiving and not all the clinics were open.  There were no clerks on the other floors that day.  We apologize that no one was at the downstairs location when the patient checked in.

  2. Regarding the Libre app.  The provider is required to review the glucose changes as we are managing insulin doses.  No information is shared outside the healthcare team who are all required to abide by HIPAA requirements.

  3. The charges have been reviewed by the financial services team and leadership over that clinic.  These charges are appropriate for services provided. 

   

  Customer Answer

  Date: 01/30/2025

  Complaint: 22775424
  
  I have reviewed the business' response and am rejecting it because I believe that the charges are excessive. I will probably  go ahead and pay it to avoid any collection or other annoyances but I do want to make sure they know that does not mean I agree with them or that I will not fight this further. I have rejected this due to no changes except further supporting argument proving what I initially stated in the beginning. I certainly want to continue fighting this with in collaboration with BBB. 
  
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/31/2025

  I have nothing more to add

• Initial Complaint

  Date:04/25/2024

  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.

  To whom it may concern,On 02/06/2023 and 02/17/2023 I visited a physician at Ozarks *********** ******************************************* -for less than 20 minutes each visit. The day of my third scheduled visit, I received the bills for the first two visits. totaling almost ******* dollars. I disputed the charges, canceled my third visit (even though my issue was still of great concern), and asked for a detailed copy of my charges. I was being charge as a new patient, visiting a new facility and then there were multiple repeated charges. I continued to stay in contact with billing, press for answers, and pursue a just and fair bill for services rendered. I explained that a reasonable bill for the visit could not by anyone's estimation be near one thousand dollars on each occasion and that they should provide me with the reason the bills had repeated codes/charges.The billing account numbers for these two visits were as ******************** and ************ On July 18th, 2023, I settled both of these bills in full for ****** as agreed upon and received confirmation in writing that this amount paid both bills in full.I have the CC receipt and the printed receipt of payment. In DECEMBER of 2023, I begin to receive NEW bills for these two visits. The new bill has a (NEW) billing account number of ************. I had NEVER received a bill with that account number PRIOR to December of ********* have turned this new bill over to collection, even though I have proof I have paid any debt owed to Ozark Healthcare. I believe I have paid my debt for services rendered, and they are practicing deceitful billing practices. I believe what they are attempting to do equates to a form of health-care fraud and at the very least is excessive and dishonest billing practices, and fraudulent/inadequate record keeping. Thank you for looking into this matter,******************************

  Business Response

  Date: 07/29/2024

  We received a complaint from this patient on 5/15/23 regarding her bills.  We have a facility charge and a professional charge.  We wrote off the facility charges and she paid her bill in full after that on 7/18/23.

  ***************** RN BSN ACM CHC

  Compliance Officer

  Ozarks Health Care

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

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