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:10/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 went to an initial assessment to The ********* Center for Muscle and Joint Therapy and saw Dr. **** ********* on January 10 2023 to consult with him about my lower back and neck pain. I filled out forms, had x-rays taken and was told to come back on January 12 2023. On the January 12th visit, it was explained that they had a package deal of $1248. I was told this would cover twice a week therapy for 24 sessions. I was told my health insurance (***) would be billed and the 1200 would cover copays and coinsurance. I paid in full around 2-8-2023. I went 2x / week until the month of March due to a knee replacement surgery. I resumed the therapy around April 10, 2023. The problem is that I met my *** out of pocket on April 2, and *** indicated ********* was paid in full for claims submitted April to June 28, 2023 (the remaining 19 visits allotted by the package). *** is telling me I should be reimbursed my copay and/or coinsurance ($54. / visit) that I paid upfront because my out of pocket was met on 4-2-2023. I have tried on 4 occasions to speak with the office manager about this. She told me that she’d contact their billing. To date I haven’t heard anything from them. *** wanted to do a conference call to explain about reimbursement of copay ($54/session), but we were told the manager was busy. I just would like to get this sorted out and receive any money I paid upfront for copays that were fully paid by my insurance. Thank you for your help.

  Business Response

  Date: 11/08/2023

  The patient completed a 30 visit treatment plan. On the 3rd visit, the patient/doctor decided to save her therapy visits since she was going to have PT after her knee surgery, and would pay our cash price of $25 for the therapy  After her surgery and she came back in April, the out of pocket was met, and the insurance paid for the adjustment at $55/v. The cash therapy price was still owed per visit of $25, which is why there was no credit on her account.

  Owner, **** *********, has agreed to write off the cash therapy charges that were the patient's responsibility and refund a total of $544 since her insurance out of pocket was met. **** ********* called the patient 11/7/2023 and she agreed the amount was fair and picked up the refund check on the morning of 11/8/2023.

  The complaint has been resolved as of the morning of 11/8/2023.
  

  Customer Answer

  Date: 11/09/2023

  I accept the business's response to resolve this complaint. Dr. **** ********* is a very good chiropractor and his treatment plans are excellent. I brought this complaint because of questions regarding the number of treatment days verses the bundle paid for upfront. i also was told by my insurance that a refund from The Center may be warranted since I had met my out of pocket for the year. I tried many times to contact the office manager to see about this matter, but she didn’t return calls. I have since spoken to Dr. ********* and he refunded the money owed because of out of pocket was met. I just didn’t understand their billing practice—what I was charged for upfront, whether that was wholly sent to insurance or if it was to pay doctor/pt fees in addition to what was submitted to insurance. Again, Dr. ********* is a terrific doctor and this was never about his knowledge and ability to practice. I believe the Center outsources their billing; my suggestion is to perhaps look into how effectively this bill processing agency is handling billing. Thank you for your help BBB. 
  Regards,
  
  ********* *****