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:12/12/2024

  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 started seeing Dr. ********************** in May 2024 for debilitating long Covid symptoms (after having been her patient in 2021-early 2023 and then moving out of the region and back again). I was expecting the same level of compassion and reliability she had provided me before, but instead I was treated poorly. I had one appointment with her (cost $399), which I had trouble getting covered by insurance because she put an incorrect diagnosis code. She and her staff were rude to me and the insurance providers on the phone and via text and refused to help, even though she had a current contract with my insurance provider and was in their network. She sent me a laughing emoji via text when I asked for her help. It took months of phone calls and chats with insurance for me to get any reimbursement, and they only reimbursed $38. She also never responded to an urgent message I sent on July 3, asking for help as my symptoms were unbearable and I had recently been to the emergency room. She said she would answer after the July 4th holiday but never did. Part of the deal with her clinic is that you must pay a yearly fee of $225 which is supposed to cover phone calls, messages in the online portal, etc. hat are after hours or outside of normal appointment time. I feel that I should get a refund of this fee since she did not hold up her end of the bargain--she never answered the July 3 message and also disregarded many of my messages regarding the insurance billing problem. She also never answered the message I sent expressing my disappointment and asking for this refund and for my payment info to be destroyed. I am afraid she will charge this yearly fee to my card again if my payment info is not destroyed. I have been really saddened and frustrated by this whole experience, which has been made much more difficult because I have been very ill. I don't want other patients to experience the same if they try to get treatment from Dr. **********************.

  Business Response

  Date: 01/01/2025

  *ello *363137393238313831*, 

  I am sorry Willow * feels she was treated poorly. We received her inquiry to be seen on 5/7/24 via our website and I responded in 10 mins. which she acknowledged my speedy reply. She was offered an appointment and in that same email was asked to update her *ealth Survey form and Privacy & Payment form. I listed the payment options she could consider in my wellness center : pay as you go, care packages, or virtual intensive membership plan. Our privacy & payment form (which she submitted) she chose how she wanted to be charged (hourly), that the annual service fee is NOT refundable, and once we are informed she does not wish to be seen her chart is archived and no longer charged the annual fee.  *er initial 1 hr appointment went over 20 mins. and she was not charged extra and she also asked that I review labs her PCP had ordered 4/18/24 which she uploaded to the portal and I spent time doing so and responding with my suggestions of further testing. I have several portal message all responded to. Since terminating all commercial insurance plans 5/1/2022 (letters sent to all plans 3/13/2022 attached), patients are provided with an invoice that lists CPT & *** *************************************************************************** getting this one visit reimbursed, which I sympathized with in not only a portal message but a phone text thread and I did not send her a smily emjoi but a crying one related to this context of insurance frustration (will provide copies). I also returned her *** representative's VM's several times playing phone tag and the *** 10 code was not wrong. I learned not all plans recognize all CPT codes for a reason I do not understand. So, my perspective is I "did live up to my end of the bargain" giving her my time and creating a plan of care, and her complaint is more to do with frustration in not getting this one visit reimbursed which I have no control over. This is the first *363137393238313831* complaint I have ever had & I have been practicing nearly 25 yrs. I pride myself in not ******* appointments (like ********) and trying to help those who are not finding answers in the standard medical system. But insurance plans do not often recognize Integrative or ************************* and after fighting with plans for over 5 years I elected to stop contracting with insurers. It is up to patients to learn from their particular insurer if seeing me will be reimbursed at any level since I no longer bill or take assignments from any carriers since 5/1/2022. Thank you kindly, *31313836343531333731* *33343836313535323731* 

  Business Response

  Date: 01/01/2025

  additional support