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:12/04/2024

  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 visited an in-network ****** **** for a non-emergent visit. During the first visit, I was evaluated, tested for strep (negative), and advised to return for a COVID test. I returned for the follow-up COVID test, which also came back negative.
  
  In December, I received a bill with the following charges: $25 for the initial office visit, $450 for an “emergency room visit,” and $25 for the follow-up COVID test. I called the billing department to dispute the $450 charge. The representative confirmed the visit was classified as an emergency room visit. I requested a review, which she said she would submit. All calls are recorded and can be referenced.
  
  I then contacted the ****** **** office for clarification. A staff member explained the billing system might confuse “urgent” and “emergent” and advised me to request an adjustment from billing. Two days later, I called billing again. A representative confirmed the classification, but when I mentioned I was recording the call (per New York’s one-party consent law), she became upset and dismissive, refusing to assist further. I escalated the issue with the ****** **** office, where a supervisor agreed to review the matter.
  
  The last time I called billing, the representative was dismissive and seemed unwilling to assist. She refused to connect me to a supervisor and said someone would call me within 24 hours. To date, no one has followed up.
  
  The billing code ***** is listed as an emergency room visit. However, the ****** ****’s website and Cayuga Medical’s site differentiate ****** **** from emergency room services. My visit was clearly for a non emergent ****** ****. This misclassification is misleading. What would warrant a $450 emergency room charge for ****** ****?
  
  I am willing to pay the appropriate deductible but refuse to pay $450 for an “emergency room” service I did not receive. I request a review and adjustment. Again, all calls are recorded and can be referenced.

  Business Response

  Date: 01/02/2025

  Thank you for bringing your
  concerns to our attention. We have thoroughly reviewed your account and the
  details of your recent visit to our urgent care facility.  After careful examination, we confirmed that the visit was billed using CPT
  code *****, which classifies the service as an outpatient hospital visit. Per
  the terms of your insurance plan with Loomis, outpatient visits are subject to
  a $450 copay assignment. This copay amount is determined by your insurance
  provider and is not something we are able to adjust or modify.  We sincerely apologize for any confusion this may have caused and understand
  how frustrating it can be when medical billing processes are unclear. Our goal
  is always to provide transparency and assist you in navigating your healthcare
  expenses.  If you have further questions about your insurance benefits or how this copay
  was applied, we encourage you to contact ****** ********* directly for
  additional clarification. Alternatively, we would be happy to assist you
  further in understanding the billing details or exploring any available
  financial assistance options.  We value your feedback and appreciate the opportunity to address your concerns.
  Please don’t hesitate to reach out to our billing department at
  ************ if you need additional support. 

• Initial Complaint

  Date:06/26/2024

  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.

  Yes I visited Cayuga medical center and was received a bill in the mail which I should have I agree but I went to pay my bill and was unable to. I called into their office and told them my dilemma that I would not let me pay this online. They said that there was some kind of problem with the account number and to give it a couple days and call back and pay it. Which I did still not able to pay my bill because the account number is still messed up.
  All I want is to be able to pay this bill. They don't have enough phone where I can call in and pay by phone. She cannot take payments over the phone because the account number is messed up. I need help all I want to do is pay my bill.

  Business Response

  Date: 07/25/2024

  We attempted to contact this patient with no response. However, we were unable to find a bill owed for this patient. We will continue to attempt to contact in hopes to sort this issue out.