Complaints

This profile includes complaints for Western New York Urology Associates's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Western New York Urology Associates has 11 locations, listed below.

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  Western New York Urology Associates

  500 Sterling Dr Orchard Park, NY 14127-1573

• 

  Western New York Urology Associates

  3085 Harlem Road, Suite 200 Buffalo, NY 14225

• 

  Western New York Urology Associates

  Covnentus Office Building 1001 Main St 4th Floor Buffalo, NY 14203

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  Western New York Urology Associates

  24 East Main Street (Route 33) Corfu, NY 14036

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  Western New York Urology Associates

  7060 Erie Road Derby, NY 14047

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:10/10/2024

  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.

  Western NY Urology engaged in improper medical business practice by refusing to provide referrals/orders for testing to other doctors. These were orders for testing related to cancer and the possible spread of cancer. This refusal to send the necessary paperwork resulted in delays in treatment. The provider failed to cancel 1 appointment which was intended to provide lab test (when those results were not yet available) and as such the patient was charged for a useless appointment. Additionally, the doctor has charged the patient for an appointment that did not occur. The office has neglected to file insurance claims properly. My complaint is related to the violation of the hypocritical oath and fraudulent billing. The billing department has not been willing to resolve this issue.

  Business Response

  Date: 10/31/2024

  The business response cannot be published due to privacy concerns.

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The attached letter from counsel* **** ** *** does not address the circumstances of my claim accurately and as such I reject the reply.  As of billing dated 10/30/24 there remains an appointment noted and charges listed for an appointment on 8/8/24 which did not occur, as I did not meet or speak with the doctor on that date. I was out of town on that date and have proof from the airline which is attached to my reply.

  Regarding the ability of the WNY Urology office to handle claims properly, there is a note on 10/02/24 bill that states:’ “ **** MEDICARE DENIED STATING YOU HAVE OTHER INSURANCE WE BILLED **** FEDERAL PLAN & THEY DENIED 2X THAT THEY CANNOT ID YOU PLEASE CALL OUR OFFICE”. I have provides a copy of this billing statement with this text.  My health insurance has been the same for the past 3 years and I am covered under my wife’s ******* **** plan, which is a family plan. Additionally I have **** Medicare. It is unclear why the office has had difficulty submitting my claims. At each visit, I have provided all insurance cards.
  
  Regarding the transfer of “orders” or “referrals”, from approximately July 19-July 31, my wife called daily to both WNY Urology and ******* **** in an effort to have the PETSCAN referral and pre-authorization shared with ******* ****, since ******* reported having open appointments sooner than ***** ***** *********.  Additionally, due to logistics and cost of travel, ******* **** was our preferred location for the PETSCAN. The results of those calls were that WNY Urology reported having sent the information to ******* (often in a format unacceptable to the recipient (electronically) and to the wrong fax number).  During that time ******* reports never receiving the “order” and pre-auth for the PETSCAN.  My wife asked WNY Urology to send a copy to her and she would deliver it to *******.  The paperwork that we received did not provide the proper pre-authorization information and as such was unusable.  This delayed my ability to obtain this important cancer screening test for several weeks, finally obtaining a scan on 8/13/24.
  In an effort to resolve this complaint, the WNY Urology office needs to remove the 8/8/24 appointment from the billing statements.  Unfortunately, the poor service that I received from that office can not be rectified through further measures. 

  Regards,
  
  **** *********