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:02/27/2024

  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.

  I had an appointment on 2/26/2024 at 1pm I arrived at the office at 12:45 that's 15 mins before my appointment. The office goes to lunch from 12p to 1p. As I stated I arrived ************************************************************************************************* the walk area for customers to use while they wait so I had to go down the street to the gas station and use the restroom when I got back to the office it was 1:10 I went in to the office on one side I signed in at 1:15p I sat on the other side until my name was called was told that I had to go to the opposite side when I got over there I was told that I was late for the appointment ( when i was there) and would be charged 50 dollars for a no call no show appointment fee. How is that when I was there and when I made the appointment I wasn't told anything about a extra fee if they considered me late. That isn't fair to charge someone a fee when they were there it is not my fault they don't have restrooms for customers to use most Dr's offices have a 15 mins grace ****** for customers. I showed up to the appointment I wasn't a no call no show and I don't feel that I should be charged an extra fee when I was present at the appointment.

  Business Response

  Date: 03/14/2024

  March 13, 2024

  Better Business Bureau

  Subject: Response to Complaint Regarding Medical Analysis Health Clinic

  Dear Better Business Bureau,

  I am writing in response to a recent complaint filed against Medical Analysis regarding our policy of charging a $50 no-show fee for missed appointments, as well as concerns about the availability of restroom facilities.

  First and foremost, I would like to emphasize that our no-show fee policy is clearly communicated to all patients at the time of scheduling their appointments.  This policy is in place due to the high frequency of no-shows we encounter in the medical field, which significantly impacts our ability to efficiently utilize our resources and provide timely care to all of our clients.  It is explained to the patients the importance of "at least" calling the clinic to let us know you will be late or the need to cancel.  Despite our attempts to accommodate the complainant with an alternate appointment within that 24-hour period, she canceled her second appointment.  Although, she did call this time.

  Regarding the issue of the restroom facilities, it is important to clarify that our clinic is designed to prioritize the privacy and comfort of our clients.  While there is no restroom directly accessible outside the clinic, our facility does have a fully equipped restroom located in the patient lobby.  Additionally, we adhere to a scheduled lunch break from 12 to 1, during which our clinic setting is closed.  However, restroom facilities remain available to clients during operational hours outside of the lunch break period.

  Furthermore, in our efforts to address the complainant's concerns and provide a resolution, we have attempted to reach out to them without success with her phone message not taking messages and/or no answer or return call from them.  We have also reviewed camera footage to verify the circumstances surrounding the missed appointment and would welcome the opportunity for the complainant to review this footage with us to ensure transparency and address any discrepancies.

  At Medical Analysis, we are committed to providing quality care and maintaining clear communication with our clients.  We take all feedback seriously and continuously strive to improve our services based on the needs and concerns of our patients.

  Thank you for bringing this to our attention.  We remain available to provide any additional information or clarification required.

  Sincerely,

  *********************-CEO

  Medical Analysis - **************

  Customer Answer

  Date: 03/14/2024

   

   Complaint: 21351822

  I am rejecting this response because:

  i was still there at the appointment. I don't need to see any footage bc I have a watch and know how to tell time and I know what time I parked in the parking lot in front of the building I know from the time of me walking in bc I didn't realize the staff was at lunch bc I usually have a late appointment meaning after 2p so I knew they didn't have bathrooms outside the office and once I saw they were gone to lunch I saw it was about 12:50 or so and I knew I would have to go up the street and figured I would be about 10 minutes late I got there 10 mins after 1p by time I got in signed in (on the wrong side apparently) it was 1:15 I sat there until the guy in the window asked if he could help me and told me I had go next door.. I work 2 jobs and my phone must be on at all times and I have yet to get a phone call from this office about anything.  I just don't think it's fair that ur trying to charge me 50 bucks and I was there... Jesus 

  Regards,

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

  Business Response

  Date: 03/14/2024

  ************,

  I am sorry to see that you rejected our response.  Again, I am happy for you to come view our camera footage.  You were not in our health clinic for your appointment.  When you speak of the other side, I am assuming you mean the testing clinic...this is not where you made your appointment.  If you thought, you would be late the courtesy of a call to alert the clinic would have been the appropriate action. Another timeslot was allotted for you which you subsequently canceled.  I am not sure what else we can offer to help with this concern.  I cannot remove the $50 "no show" fee because you were not there, and this is the company's protocol.  If a patient is logged in as a no-show during their appointment slot it automictically assesses the fee.  You did not arrive at our clinic until after your appointment time...therefore it assessed you the fee.

  Regarding our calls...I cannot understand why you say you have no calls from us ... check your phone from as late as today where I myself called you at 9:49 a.m.

  Again, I am sorry I cannot do more.  If you would like to discuss further, I would be happy to meet with you.

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

  Medical Analysis