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:04/04/2024

  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.

  My 16 year old child was under the care of **************** and being seen for depression, ADHD including memory problems. During his last appointment the provider scheduled their future appointment and I had no knowledge. The scheduled appointment was during the holidays and I never knew about it, I typically schedule his appointments because of his memory, so that I can add to my calendar, since that did not happen, his appointment in December was missed, again I had absolutely no knowledge of this appointment. Later, I received a message to pay the no show fee of which I was shocked find out about. I addressed my concerns with the company scheduling an appointment with a minor (who has memory issues) and then when he forgot, they expected me to pay even though I had no access to the appointment time. When I went into the portal to view the bill, it was not available under my account. I was told the bill was under the minors account. I was confused because the minor does not have access to money. We had no access to the childs account and several times I asked them to make the bill visible to me, with no action. I expressed my concerns with the flawed system of not having a minor account linked to an adults and the appointment notifications and invoice/fees being sent to the childs account. Later, I was told the account would go to collections if I didn't pay the fee. I received a letter in the mail but the deadline to pay had already passed by one day, I opened the letter the day it was received. I repeatedly asked to speak to the owner/provider. ****** (admin) refused to put me in contact with the provider and said **************** was aware of the situation, I asked multiple times to speak to the provider. ********************* up on me 4/2/2024 and would not answer my calls after that. To avoid my account going to collections, as threatened numerous times, I reluctantly paid the $150. I'd like assistance in getting the payment back, as I feel it was not a justified charge.

  Business Response

  Date: 04/04/2024

  ************************* has been a patient since 2022.  She asked that her nephews be seen in October 2023.  ****************** set his account up by giving our office his personal information as well as the email she wanted to use for his account.  Each account needs a different email.  She gave us 3 different emails that she wanted used.  She was always made aware of her nephews appointments.  Our system also will automatically send notices via text, email and phone calls depending how a patient sets up their account.  ****************** has set up both her account and her nephews account exactly the same (please see photos).  ****************** was the one who sign the new patient paperwork for her nephew which states our late cancellation / no show policy  in several places (please see photos).  ****************** has missed appointments in which we waived fees as a courtesy.  The last time she was told by my office that if any appointments were missed moving forward she would be charged the no show/late cancelation fee.   On the December 27, 2023, (which was NOT his first appointment) when her nephew did not log onto his appointment not only was the patient notified but so was she. It is always my desire to see my patients which is why I go above and beyond and notify when they are not at their scheduled appointment.   ****************** was also notified when her nephew was not logged into his appointment.  ****************** not only can see the bills online but a statement and final demand letter were mailed to her.  You will see in the photos where she states she has no access to his account (photos will show differently) however in this complaint she states "when she logged into the portal to view the bill, it was not available in her account"  she was the one to set up the online account before her nephew even was seen. She further states that she asked "several times I asked them to make the bill visible to me, with no action" this also is not true as she had access to his portal as well as statements and final demand being mailed to her (which in photo she acknowledges receiving). Our platform is AdvancedMD which does not allow the same email to be used for different patients.  This is not my policy and this is not something I can change. She was fully aware of this as evident in having three emails - one for her and one for each of her nephews.  All accounts that are unpaid go to our collection agency when we have exhausted our efforts to collect balances owed to my clinic.  ****************** states she received our demand letter in the mail but that the deadline to pay had passed by one day.  The demand letter (see photo) was sent March 10 stating if the balance is paid by 3/17 we would accept a reduced amount.  ****************** didn't call ** when she opened her letter and ask if we would honor the reduced rate.  Our office reached out as a last attempt to collect the debt before being sent to collection.  When my staff reached out she wanted a reduced rate over two weeks from stating she received the demand letter she started threatening making complaints when I did nothing wrong and the charge was and is valid.  ****************** called my office and was raising her voice to Miss ****** who then said have a nice night and hung up because she did not want to be verbally attacked.  Miss ****** also offered ****************** an even greater discount than what was stated in her demand letter of only paying $150.  ****************** said that she repeated asked Miss ******, my clinic manager to put her in contact with me and that she refused.  Miss ****** did not refuse.  I see patients back to back and was not available.  Miss ****** offered to schedule ****************** for a telehealth appointment (see photos) she refused the appointment (see photos).  When a patient is being disrespectful my staff is does not answer their calls which is why ****************** got the voicemail after Miss ****** got off the phone.  The charge for the missed appointment is valid.  There will not be any refunds issued to ******************.  Lastly, ****************** was told several times that if she did not remember the password to the portal she could hit forgot password and it would email her a link to sign into the account.  I believe you have more than enough evidence but if you need anything further please do not hesitate to reach out to me.