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:03/22/2024

  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.

  In January my husband visited this practice for the first time for an annual physical (name: ****** ******). He thought they were nice enough and referred me, knowing I needed a new provider. I called and asked to make an appointment for a physical. That appointment was booked for Feb. 1, 2024 and I attended. Mid-way through the appointment I was told that it was not a physical, it was an initial appointment to "establish treatment." This was not done for my husband nor was I told when I made the appointment that this was the case. I traveled 45 min one way, taking time off of work for this annual physical, to be told that wasn't what I showed up for. It was then not billed as a physical and I was forced to pay a copayment of $30 - $30 I wasn't expecting to pay nor can barely afford as a single income family. I thought this was an annual physical which should have been free with my insurance. I called the billing company, they said they'd rebill. That didn't happen so I called the family practice. I was told that it wasn't a physical and they wouldn't change the way in which it was billed. I then asked why I was treated different than my husband who was also a new patient just one month prior, and was told "they follow different procedures for different patients." I asked what the difference was and they refused to tell me. This sounds and feels like discrimination. My husband didn't need an emergency appointment for a procedure etc. - there is ZERO reason why I should have been treated differently. My husband uses MY insurance, so the plans are identical. This is fraudulent of this office to discriminate amongst patients. There is no reason why they should waste a persons time, without being upfront. I would not have attended would I have known that this was their intention of the visit.

  Business Response

  Date: 04/17/2024

  I am writing in response to the complaint filed with the Better Business bureau. While I cannot disclose
  the customer's information, as stated in the complaint the customer(patient) was scheduled and seen in
  the office as a new patient. The provider did a meet an initial visit to review history etc. and scheduled
  the patient to come back for a physical. The patient's husband was scheduled to be seen by another
  provider in the office as a new patient and the provider conducted a physical. This patient and patients
  husband have an insurance plan that does cover one yearly physical. Unfortunately given the amount of
  insurance plans out there, it is not possible for us to know who receives 100% yearly coverage on a
  physical and whose insurance requires a copay for physicals. Each provider has a preference when it
  comes to seeing new patients given their years of experience and personal preference. The response
  when the customer(patient) called the office unfortunately was not accurate nor should it have been
  communicated in that manner. In effort to prevent this from happening in the future we will work to
  change our scripting when booking new patients to ensure patients are aware depending on the type of
  visit conducted the visit may generate a copay based off of their agreement with their insurance plan.

  Customer Answer

  Date: 04/23/2024

  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.
  
  
  
  I understand that there are many different health insurance plans and offerings on the marketplace and I am not expecting this office and their staff to have them all memorized. But what I am expecting is that all patients of the practice to be treated equally. This is a very small practice of only two practitioners. Ideally, they should treat patients the same but if not, communication up front when booking an initial visit should be made to indicate that a physical will not happen on the initial visit when seeing this one provider -- especially when a new patient calls SPECIFICALLY to book a physical - like myself. 

  I took time off from work, as the sole income provider, to drive 45 minutes north ONE WAY, for this physical - only to not have it happen. I am expecting to have my $30 copayment reimbursed for this misleading appointment. 

  
  Regards,
  
  
  
  Jona Favreau