Complaints

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

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  Thomas Dermatology

  9097 W Post Rd STE 100 Las Vegas, NV 89148-2417

• 

  Thomas Dermatology

  866 Seven Hills Dr STE 201 Henderson, NV 89052-4376

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:12/02/2024

  Type:Billing 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 have serious concerns regarding unethical billing errors and lack of honesty and hard work at Thomas Derm. I request that an investigation be launched into the clinic located at *********************************************************, as their current billing practices may be fraudulent.Unfortunately, I have been a patient at Thomas Derm for over two years due to limited insurance options. From the beginning, Copays are always different, and ******** are inconsistent each and every time. They send letters and bills for payments without attempting to resolve issues directly with insurance or the patient. I know many other patients must be dealing with this horror. They do not keep detailed phone records when we call and speak to billing representatives. Every time I call and inquire about a previous phone conversation, the current representative says, "I don't have any phone records of you calling in. Who did you talk to, and how can I help?" They do not want to own anything. They don't know anything. They brush us off like trash. Managers are hardly ever available to talk to us. On one recent occasion, I spoke directly with the manager and expressed urgent concerns about my previous bill from 7/9. She assured me she would clear things with my insurance and call me back within the hour. However, I never heard back. The day before my appointment, I called to check on the situation, and the representative said, "I don't have any notes of you talking to the manager. Who is the manager you spoke with? What did you talk to the manager about?" She later mentioned that the manager would call me back the next day to give me an update. YEA RIGHT!!! **. Another tactic they use to get us off the phones. Upset, I canceled my appointment due to the unresolved billing error and laziness of the EEs. Days later, I received a bill for a cancellation fee, which the representative never informed me about.

  Business Response

  Date: 12/11/2024

  Ms. *** first contacted our office on 8/12/2024 after receiving a statement for a balance. At the time the ****** who took the call explained the insurance company applied the balance to her deductible. After that call the ****** called the patient's insurance company and spoke with a representative who stated the claim was processed incorrectly and they would send the claim back to be reprocessed. On 9/13/2024 the same ****** contacted the patient's insurance company for status on the claim. The representative stated the claim was still in review. Ms. *** then called our office on 11/15/2024 after still receiving a statement. I spoke with the patient and let her know I would have the ****** who has been contacting her insurance, follow up. I also stated Ms. *** should be contacting her insurance as well and make sure they process this claim. The ****** then called that same day and was told by the insurance representative that they had not sent the claim to reprocess. The insurance company apologized and stated they would get it done. The guilty party here is the patient's insurance company. They processed the claim incorrectly and never reprocessed when we asked several times. Ultimately it is the patient's responsibility to make sure their insurance company pays the providers who rendered services. It is stated in our financial policy. The 24-cancellation fee is stated in our financial policy that Ms. *** signed. It states if you fail to cancel your appointment within 24 hours of your appointment you will be charged for same day cancellation. Ms. *** cancelled her appointment with less than 24-hour notice. I will waive the $50.00 fee. Ms. ***** claim is still pending. She should contact her insurance company to follow up and push them to make sure this claim gets paid. 

  Customer Answer

  Date: 12/12/2024

   
  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.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:04/13/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Hello, I received bill from Thomas Dermatology for my daughter's visit *************************. According to Thomas Dermatology I have a balance for her visit. The first time I received the statement was back in 01/2024. I notice it was incorrect and I set up a 3 way call with my insurance and Thomas Dermatology Billing Lead ******************************* (phone: ************ Email: ******************************************* He was advised by the insurance representative that the claims were summited incorrectly, and they need to be resubmitted with the proper code so they can re-process these claims (dates as follows: 12/23/2022, 1/23/2023, 4/23/2023). First of all I find this as an extremely bad business when sending customer a bill after over a year of service (I received Statement in January 2024 for these 3 visits!). Secondary I made my copays before every visit. Now, per the attached statement I made the payment of $52.92 for 1/23/23 and 4/23/23 and no payment for 12/23/22). Per insurance my responsibility would be $75.00 per visit. I am positive I have been charge accordingly per visit before my daughter was seen by the doctor. Sending me a bill after over a year after a visit is unacceptable. As for the 2 other visits from 7/24/2023 and 1/24/2024 I had a $50 copay and it was always paid before the visit. I am asking to bring my account to $0.00 balance. Additionally, I would like to mentioned that my son ******************* has also received service from this facility, for the same reason (acne), and there was never an issue with the payments. Why they treat my daughter's account differently I do not understand, but this has to stop now. I made all my payments at the time of visit as requested, and I do not owe any more money to the facility. I'm attaching the statement and email chain with ****************. I spoke with my insurance today again and they told me there is no record of him calling which shows he doesn't act in good faith, and doesn't try to resolve this issue differently but by sending me bills.

  Business Response

  Date: 04/15/2024

  Thomas Dermatology

  **********************************************************************************. 89052
  ************
  
  
  I have been working with the Mom (Sylwia) who is not very pleasant to deal with, on a billing issue since January. First, she claimed we submitted claims with errors, so I initiated a conference call with her insurance. They verified that all claims were clean claims, out-of-pocket costs were applied to the claims in question and were processed according to plan benefits. *** was supposed to reprocess as a courtesy, but apparently, they did not. I informed the mom that it is ultimately her responsibility to contact Umr for all plan-related issues. After she continued to claim we are at fault, I decided to initiate a second conference call with ***, again we reviewed and confirmed what she owes is accurate and processed according to her plan. She did agree and only paid off any differences she owed on 2 claims. 
  
  However, we are also billing her for 2 x $50 copays and $75.00 deductible which was confirmed by Umr via our conference call, which she is disputing as paid at the time of service, but we have no record of payment. We checked our records and could not find any of those payments. I asked if she could provide receipts as proof and to assist in our search, and she said that she has no way of knowing what card she used since it stems from claims in 2023 and as recent as 2024 and claimed it is our fault if we can't find her payment. 
  We are doing everything in powers to assist and resolve this issue but the claimant is making it impossible. As you can see she refuses to cooperate and once again we proved there was never an error with claims on our part. Now we are just needing some proof of payment that she refuses to provide. It becomes very difficult to help someone that refuses to help us. We have been nothing but cooperative with the claimant through this entire experience.

  Umr call Ref# **************

  Umr call Ref# **************

  Umr call Ref# ********
  
  *******************************, CDC
  Billing Lead
  *******************************************************. 89052
  ************
  
  

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21568347
  
  I am rejecting this response because:

  **************** falsely informed you in his response that during the 3-way call with my insurance back in January 2024, the representative informed him that the claims were submitted correctly. We both were told the claims were submitted with a wrong code and needed to be resubmitted. I was patiently waiting for the resolution after that call. Unfortunately, **************** failed to follow up with my insurance and instead just mailed me another bill. After receiving that bill, again, it was my initiative to call my insurance, and email ****************, to try to find resolution. My email correspondence with **************** was provided when I submitted my complaint with BBB. As you can see from these emails the very first time **************** did something in my case was after I submitted a complaint with BBB. Now, today 4/15 he set up a 3-way call with my insurance to go over the outstanding claims one more time. This time the insurance representative informed us the claims were processed correctly, so, in a good faith, I agreed to pay $44.16 for 2 bills from 1/23/2023 and 4/24/2023, but it is still very questionable why my payments show only $52.92 per visit and not the full amount of $75 per visit as it should be. Per the Thomas Dermatology policy, the full payment shall be collected at the time of visit, and the patient (in this case my daughter *************************) cannot be seen by the doctor if the payment is not made. **************** expects me now to provide him with proof of payments for the following visits: 12/23/2022 (almost a year and a half ago !!), 07/24/2023 (almost a year ago !!), and 01/24/2024 (3 months ago !!). This is simply a ridiculous request. Additionally, he was trying to blame the front desk for not collecting the payments, instead of taking responsibility for sending me bills with such a gross delay. I have no ability to look 2 years back over my every account (some closed) to look for these payments. But I know for sure the payments were made, because this is the policy of this facility to collect the payment before the patient is seen by the doctor. **************** simply tries to double charge me here using the fact that I cannot find these old (one from 2022!!!) receipts.  He knows very well that the full payment MUST be collected at the time of visit, and my daughter wouldn't be admitted by the doctor, if I wouldn't pay. Him blaming the front desk for not performing and not collecting the payments up front I find simply very unprofessional.

  
  Again, in a good faith I made $44.16 payment for 2 visits (although I could still question it why my payments show only $52.92 per visit), and now I do expect my account balance to be brought to $0.00 for the other three visits. I am positive I have made the payments at the time of visit. Otherwise, my daughter wouldn't receive a service.
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/15/2024

  Dear Better Business Bureau,
  
  We take patient satisfaction seriously and strive to address any concerns promptly and thoroughly.

  Upon reviewing our payment records and ledger through our third-party vendor, we found no record of payments corresponding to the dates of service mentioned in the complaint. However, we remain committed to resolving this issue.
  To assist further, we kindly request that the complainant provide a bank statement containing the transaction details. With this information, our vendor can conduct a more comprehensive search and work towards a resolution.
  

  We appreciate your assistance in ensuring a positive experience for our patients.
  

  Thank you. 

  Sincerely,

  ****************
  Thomas Dermatology

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21568347
  
  I am rejecting this response because:

  First of all the Business did not respond in a timely manner, so only based on this negligence on their part, this case should be closed now and my balance brought to $0.00 as I have asked for.

  Secondly, I find the Business request to provide bank statement outrageous. I will no provide to any third part my bank statements that contains my personal and sensitive information.

  One again, I am asking the Business to stop harassing me with their wrong bills, and trying to double charge me. All co-payments are due at the visit and they have been paid accordingly. My child wouldn't been seen by a doctor if I didn't pay my co-pay. I am not responsible for a mess that this Business have in their files and procedures.

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

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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.

  I am seeking my account to be cleared for Thomas Derm at Seven Hills. In January 2023 I went to see ******************** for acne and following several months of treatment afterwards. Each time I go, I pay my copay of 25 dollars. I keep getting billed from Thomas for dates 1/3/2023 and now 1/25/2023 for 65 dollars and 40 dollars. I have called my insurance company numerous times and they tell me that Thomas Derm needs to resubmit. I've probably called Thomas Derm Billing over 7 times now to get these dates resolved. Each time I get a different rep, but they all treat me the same. Rude as ****, and Saying its my insurance fault and to call them. Its like Thomas Derm doesnt want to resolve my account. They have reprocessed dates 1/3/2023 twice but it still shows that I owe them BUT I DONT!!! the other dates after January i have seen ******** has cleared. Why is it that dates 1/3 and 1/25 come back with a higher copay?! its because they keep billing it wrong! AND I WANT MY ACCOUNT CLEARED!!!! i dont owe them anything. Those fuckers! I have stopped going to them due to billing errors.