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:08/07/2024

  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.

  When seeking services at Upstate Dermatology they make you pre-pay $150 each time you walk into their office whether you have a refund due or not. They have an outside agency handle their billing. Unless you ask, they will not automatically send you the money due once your insurance has paid. In past years they have kept my $25. This year, they owe us $135 since March, I have called multiple times to the billing agency (Dermatology Billing Associates) looking for the money owed and have gotten the run around each time, always the same thing, it is being processed; upstate dermatoloy hasn't got back to us and Upstate Dermatology says you have to go through Dermatology Billing Associates with any billing questions. They are crooks! Unless you call frequently and demand your money, they will not send it back to you. I think this also borders on insurance fraud.

  Business Response

  Date: 08/27/2024

  Good morning,

  This response is in regards to ID# ********* 

  Customer last name: ******* ***** ********  *

  In researching our database, we do not show a refund due for this customer. 

  Please contact me with additional questions. 

  Thank you. 

  Regards, 

  Brian B**** 

  Upstate Dermatology, PC 

  Customer Answer

  Date: 08/27/2024

  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 business shows no money due because the day I told them holding my money was borderline insurance fraud and if I did my job like they did, the issued a refund. I received a  check several days later dated the same date I complained 

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

  
  

• Initial Complaint

  Date:10/10/2023

  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 have been a patient at upstate dermatology for many years and have significant concerns about their billing practices. I have a high deductible health insurance plan and they charge me 150 dollars every visit. Often this is more than the actual visit so I have a balance. I am never informed that I have a balance or what the balance is at my next visit. I had two services done- one in April and one in May. I was overcharged by 300 dollars. Upstate dermatology NEVER contacted me to inform me of this. When I realized I had a balance, I pursued a refund at the end of July. I was informed by their billing department that I would receive the refund in 30 days. It has now been over 60 days and I have not received the money I am owed after numerous promises that I would. I have had to call on 7 separate occasions, taking time away from my job to do so. I feel this is predatory and should be illegal that they are holding onto money that is not theirs and making people jump through hoops to get their own money back. I am owed $300 dollars. I have requested to speak with the practice manager about my concerns on two separate occasions and never received a call back. When I did bring up my concerns to a front desk staff at my most recent visit, I was informed that the billing department automatically sends out reimbursements every month. When I pointed out the inaccuracy of this and explained my situation, I was treated very disrespectfully in front of a waiting room of other patients. I think it is problematic that staff at upstate dermatology are giving out false information to their patient.

  Business Response

  Date: 11/07/2023

  Response taken by phone:  We apologize for the delay.  I would like the patient to know our billing department is required to reconcile her open claims with her insurance company, prior to her refund being approved.  The timing of communications from the insurance company has it's own process and timeline.    We make every effort to ensure all communications are done in a timely manner.  She was issued her refund early October.  This incidence has caused to take a serious look at our training in communicating with our patients going forward.