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:07/11/2023

  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 was charged 2 $200 no show fees for appointments I did not make. I had 2 appointments I had made for a back procedure that I had canceled due to my back quit hurting. About 6-8 months ago I got a bill in the mail for the fees. I called and talked to someone in the billing department and told her I did not make those. She said they had to fire a girl for doing stuff she shouldn't have been. She said they would remove the fees. I got another bill again on 07-11-2023. I called and talked to a lady in the billing. She said I made 2 appointments that I canceled (which I knew about) and 2 I no showed. I told her that I did not make those. She said they have proof they left me a voicemail however, that does not mean that I made the appointments. I quit going to this office because they would not let me know what my portion would be for the procedures and they never called me to set the appointments up like they said they would. I had received a voicemail on the appointments in question and I called and told them to cancel them due to them not getting back with me on how much I would owe and the fact that they made appointments for me that I was unaware of. She told me they would cancel them. Next thing I know I am getting a bill. I do not believe this is fair to charge me for appointments I did not make. I want these fees removed.

  Business Response

  Date: 07/27/2023

  July 27, 2023
  
  Respectfully Better Business Bureau:
  
  My name is ***************************. I am the *** for Oklahoma Center for Spine & Pain Solutions. We received a complaint pertaining to our business from former patient ************************* (Complaint ID: ********.
  I have attached formal documentation from our electronic medical record recording the events of the no shows and cancellations of **************. There is also documentation on our *** where the patient was electronically called, and the *** demonstrated that phone was answered providing notification of her of her appointments. (Please see attached documentation).   There are also documented electronic notes of the patient calling the office displaying verbal ill-mannered behavior with OCSPS staff members.
  
  The charges on Mrs. ****** account are legitimate charges. We honor our patients, and we take any complaints seriously. If I believed this was an error on our part, I would have no issue with writing of the charges. Unfortunately,I am not able to perform this write off due to the legitimacy of the changes.   
  
  
  Respectfully,
  
  
  ***************************, ***
   MBA CMPE LSSGBC
  

   

  ************

  Customer Answer

  Date: 07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: Just because you guys called and left a message about an appointment doesn't mean that I made the appointments.   
  
  Sincerely,
  
  *************************