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:04/08/2024

  Type:Product 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.

  2/12/24 I paid on line but when I went to surgery center they had no record of it so I was asked to pay again. I thought maybe their on-line pmt was not working properly so I paid again. The amount I was to pay was $3,100 so total paid was $6,200. When the bank notified me that I had paid them twice I contacted the bookkeeper, *****, who said she would put in a request to their corporate office but it could only come by check and would take up to 6 weeks. On April 3 I called to ask when my check would arrive and the bookkeeper said she would find out and call me back, She did not call back so I called her again on April 4. I was given the same story again. The refund had never been processed because the corporate office had closed their portal. The bookkeeper stated she would put in a request for my refund again. I believe this is fraudulent practice. I hope I do receive a refund but I am making a complaint because at this point I really have no assurance they actually do plan to give me a refund for their fraudulent practice.

  Business Response

  Date: 05/22/2024

  Attention BBB.

  The first notice we received regarding this complaint was dated 5/2/2024 and received on 5/9/2024,

  To address ********************* complaint - When *************** came to our center for her procedure the receptionist was very professional regarding the concern expressed with the pre-payment being made online.  It is accurate we had no knowledge of this payment due to the time frame it takes for the payment to be processed.  Our receptionist expressed to **************** we would wait for the payment to be deposited in our bank account and she would not need to make a payment at time of service. **************** decided on her own free will to make another payment.  The refund process is determined by our corporate entity United Surgical Partners Intl in ******, **, The average process to refund patients can be up to ***** days.  We have designated policies and procedures to follow for all aspects of patient care.  We are disappointed *************** took no responsibility on her part with this situation.  Our center takes pride to provide exceptional care and outcomes for our patient's.  Fraudulent practices have never occurred at our center, we are governed by AAAHC and USPI for all business practices.

  Customer Answer

  Date: 05/25/2024

  It was disappointing to see the response from my complaint about the East Portland Surgery Center.

  I had hoped they would be more honest. In any case, bottom line is that if a business is keeping records an overpayment should have been noticed right away and a refund given.

  I had a witness with me and we were told that I could pay again or postpone my procedure. I felt there wasn't time to wait to find out if the payment cleared the bank before in needed to be prepped for surgery and I did not want to postpone it. I was assured at the time that if in fact their website did show that I had made the original payment I would be reimbursed.  2 days later both payments to them cleared my bank at the same time. I called to remind them that I would need a refund for the overpayment. I was told it would be submitted to their corporate office and could take 3 to 5 weeks.  I was told there was nothing that could be done about it because their corporate office was responsible for researching payments and issuing refunds.  I called again at 5 weeks reminding them I still had not received my check. I was told they would put it through a second time but it could take another 5 weeks. In all, it took 3 months to get a refund. I thought this was a fraudulent way to use other people's money and a very poor business practice. 

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21531722
  
  I am rejecting this response because they did not accept responsibility for their poor business practices but instead put the blame on their patient.

  It was disappointing to see the response from my complaint about the East Portland Surgery Center.
  I had hoped they would be more honest. In any case, bottom line is that if a business is keeping records an overpayment should have been noticed right away and a refund given.
  I had a witness with me and we were told that I could pay again or postpone my procedure. I felt there wasn't time to wait to find out if the payment cleared the bank before in needed to be prepped for surgery and I did not want to postpone it. I was assured at the time that if in fact their website did show that I had made the original payment I would be reimbursed.  2 days later both payments to them cleared my bank at the same time. I called to remind them that I would need a refund for the overpayment. I was told it would be submitted to their corporate office and could take 3 to 5 weeks.  I was told there was nothing that could be done about it because their corporate office was responsible for researching payments and issuing refunds.  I called again at 5 weeks reminding them I still had not received my check. I was told they would put it through a second time but it could take another 5 weeks. In all, it took 3 months to get a refund. I thought this was a fraudulent way to use other people's money and a very poor business practice. 
  
  

   

  Sincerely,
  
  *********************