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:09/23/2024

  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.

  I am having a billing issue with this facility and have contacted my insurance provider who has given me a EOB and balance due on my end from co pays. There is a discrepancy from what my insurance company is giving me to what their billing department is showing. I have provided all of the documentation from my insurance company to the clinic back in March of 2024. Today I got a call from ****** who said I owe a ridiculous amount that does NOT match what my insurance explained. She then canceled all of my up coming appointments for my physical therapy sessions if I didn't pay such said balance. This affects my daily life as I depend on physical therapy 3x a week to assist with my medical condition.

  Business Response

  Date: 10/07/2024

  This patient has a current balance of $1,028.45 for her visits so far in 2024. She had a family deductible of $3200 that started over Jan 2024. 
  Therapy verified her benefits and the patient signed acknowledgment (attached). Usually therapy would collect $100/visit towards the deductible, but stopped after the 4th visit. On the 5th- they began to only collect $20 towards the 20% co-ins. 
  Out of the 38 processed therapy claims, 17 of them were applied to her deductible. Attached is a detailed breakdown of her visits since Jan 2024. 8 are still pending to be processed by the insurance company.
  
  My billing supervisor did speak to this patient last week. She said she needed to get back into therapy.  She told her due to the amount of visits she had, it would take some time to audit her account.  We will reach out to her now that we have audited her account and she does in fact owe the balance due to her insurance plan and the contract we have with her insurance plan we must collect the patient's responsibility. 

  Please see the attachments for the statement of patient's account & her signature stating she understood her physical therapy benefits. 

   

   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22315849
  
  I am rejecting this response because:
  

  The Physical bills that were mailed to my PREVIOUS mailing address had outstanding balances from November -December 2023. I spoke to ***** on the phone almost 2 weeks ago. The bills that were mailed with outstanding balances do NOT match with her payment ledger that was submitted.  I spoke directly to my EOB for my insurance and even the document she submitted that I signed was for LAST YEAR 2023 it clearly shows my deductibles were met. 

  This billing issue has been going on since April of ****************************************************************************************** as a patient am now suffering because they canceled all of my future appointments due to their negligence. I will be scanning the bills that they mailed me in November and December along with every single payment receipt I made later this evening. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/15/2024

  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.

  After my doctors appointment I was told to pay $94 for deductible, so I paid. A month or so passed they sent me a bill for $33.36 due?? This is a dishonest practice. *** never had this experience at any other medical appointment. The appointment is billed for 30-39min I was in and out in 20min..!? My 1st appointment with the same doctor ****** is shown being charged for 45min but I saw the doctor for 7 min at best.. are the counting the wait time? Its a joke Additionally I had an appointment few months back with another physician at their facility ************************ after making an appointment and waiting for months, the Doctor ***** even coming to the room to see me. only an assistant shows up. I asked if the doctor was gonna show up to my appointment? after my request he shows up one foot out the door for exactly 1 min.. not exaggerating. I was billed for 25min appointment. Why am I paying for anything since my appointments are issueless? Bad practice!!!!!! very upset This stablishment doesn't care about your health its all about business..

  Business Response

  Date: 06/17/2024

  The patient was billed for an office visit (*****) and the entire balance went to her deductible. We can only provide an estimate of what we believe her insurance will allocate to patient responsibility based on the information we have. We anticipated $93 and her insurance allowed $127.36. 
  
  
  It is true that you can bill office visits based on time. However, with our speciality we bill office visits based upon "medical decision making" this particular office visit is described as " Requires a medically appropriate history and/or examination and low level of medical decision making." 
  
  
  According to her description that is what **************** provided. 
  
  
  Here is the full AMA description:

• Initial Complaint

  Date:02/01/2023

  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.

  1. 01/24/2023, Brought in CD from ********* Diagnostics of my ***.2. 01/24/2023, Gave *** CD to front desk to have it put into the file for my visit.3. 01/25/2023, Family Doctor faxed over *** Report to ******************************** MD office.4. 02/01/2023, called Desert Orthopedics to confirm everything is good to go for my 02/02/2023 appointment.5. 02/01/2023, Now, they can NOT find the CD, nor the *** Report.Desert Orthopedics need to manage their own house. 1) Find my *** CD, 2) Find my *** Report, and finally reschedule an appointment once they have completed No.1 and No.2. What a JOKE.

  Business Response

  Date: 02/13/2023

  I called the patient on 2/10/2023 in regards to his complaint.  We did in fact have his MRI CD and his report.  He informed me that the doctors team made him reschedule his appointment.  I informed the patient we were very sorry of the inconvenience that this was definitely a training issue.  I sent the patient his original CD and kept a copy for our office.  I also sent the patient a copy of the report.  In addition, I electronically sent the patient a $25 gas card for him having to make another trip to our office and inconvenience he had. 

   

  The patient seemed satisfied with the resolution. 

   

   

  Thank you 

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

  Director of Operations 

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

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair 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.

  Was scheduled for surgery days ago after getting clearance for it as working with ***, ************************* Medical ***** and realized that after I got lied to by her not following up my request for home health for post-surgery realizing my own nurse telling me she's never heard from her to get the information that today I get a call Aug 30 from DOC director stating ************************** declined to provide my surgery for this Thur, Sept 1 after I have been preparing and asking questions on it. The only reason so far I got was I wasn't able to work well with Dr *********** team even though if *** can get away lying to me from getting requested home health care to not calling the nurse for me, this would never have happened. She thinks someone who is less than twice years older than her can be resilient after 2-3 days from surgery. Sounds a bit way off with this Med ***** *** or something doesn't sound right the way they handled the situation after they overnighted my notes asking for an MRI twice of the exact same limb within three months then the tear got worse and now they call me to decline my surgery two days prior. What kind of screwed-up world do we live in? If she's not happy working there, she should quit and work somewhere she can be honest to people and do her job because if it wasn't for us, they wouldn't be here today doing their job. I was told will be given list of providers. I really thought he was a good man and was a man of God and did not rely on his own intuition but he's been deceived by his own colleagues (flesh) if he doesn't know that himself. Maybe someday it'll catch up with *** about how she turned away patients from DOC's Drs but he believes her or the staff but not the patients, especially done to a disabled military veteran. One of ******** reviews showed another '1' rating from another recent review stating STAY AWAY FROM THIS PLACE! I should have listened. I guess if you play along their game, they won't go against you as long it's done their way.