Medical Doctor
Southwest Orthopaedic & Reconstructive SpecialistsComplaints
This profile includes complaints for Southwest Orthopaedic & Reconstructive Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:06/15/2023
Type: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 was referred to see physician ********************************* in *************. I began seeing him in November of 2022. Any bills are supposed to be paid for through ************* Services (IHS). I have seen him several times and on one occasion was charged $60.00 for a walking boot. Since the bills are to be paid through IHS, I am not the responsible party, I am not supposed to receive any of the bills. A week ago I received a letter from an attorney's office saying Southwest Orthopaedic sent me to them for nonpayment and it was an attempt to collect on a debt. I have contacted Southwest Orthopaedic and IHS several times about these bills. IHS told me that Southwest Orthopaedic receive a NO RECOURSE LETTER each time a claim is filed and it teels them the patient is NOT responsible for the bill and to NOT contact the patient for the bill to contact the VENDOR. Each time I have contacted Southwest Orthopaedic and their billing department Legacy, I have been given the run around. Their supervisor's/directors of billing are ALWAYS in meetings. When I leave messages, they are never returned. There are several bills that need to be addressed and I have spent hours trying to get these issues resolved. IHS pays these bills 100%. The last Southwest Orthopaedic employee I spoke with was June 15, 2023, ********, she could not tell me what happened to the $60.00 I was charged for the walking boot in December of 2022. She said her director, *******, was in a meeting. Then she kept threatening to hang up as "there isn't anything else she can do." Then ******** put me on hold for over 20 minutes and never returned. ********************** seems to be a decent physician but his staff and the billing department is a nightmare. I asked for an explanation as to how this happened and no one is able to give me one.
Business Response
Date: 06/20/2023
Response to the complaint of service issues dated 06/15/2023.
The Patient was charged a $65.00 deposit for a walking boot on 12/15/2022. Our policy is to request a deposit upfront because the boot was given before obtaining authorization from insurance. Once the insurance has been processed for the walking boot, the deposit is applied to any out-of-pocket cost for the walking boot or refunded if the insurance didn't apply to deductible, out-of-pocket, or co-pay. The ******************* denied the walking boot for no authorization/referral, and the account was turned to the Patient's responsibility in error. After three statements, the account was turned to collections. The Patient contacted our billing office without resolution and called our office for an explanation. When she spoke to our office, the manager made her aware that the person she needed to talk to was unavailable, but she would have someone contact her and ensure the account would be corrected. The Patient wanted to speak with someone and did not want to leave a message. Upon becoming aware of the issue, the account was immediately pulled back from the collection agency, and our business office was contacted for assistance. We have obtained the necessary information to refile the claim with the insurance. The Patient has been contacted and explained why the account was turned to collections. The Patient has requested her deposit be refunded immediately. The refund is being processed and will be completed before the end of the week.
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