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:06/02/2024

  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.

  Lower Merion Family Medicine was suggested as a trusted health care provider and was listed online by my insurance company. With this knowledge, I contacted Lower Merion Family Medicine by phone and they confirmed they were taking new patients, and on May 28, ************************************ for a new patient appointment with a confirmation email. They collected my personal identifying information including my contact information and sent an email link for me to set up an account. They later stated their first patient visit would not include the standard physical and was only a "meet-and-greet". Then, two days later they left a vague voice message on my phone stating that they canceled my first patient visit because the physician was not seeing new patients, which contradicts the information they provided at the time they scheduled my appointment. They also didn't provide any options to schedule for a later date. When I returned their call, their receptionist was hostile and refused to send a confirmation email with their cancellation. From an online data perspective, it can falsely appear I still have an appointment with Lower Merion Family Medicine and someone else such as a threat actor could use my information and appointment details for fraudulent purposes, which Lower Merion Family Medicine would be abetting. Lower Merion Family Medicine acted in a nonstandard, deceptive, suspicious and uncaring manner for a healthcare provider. I further allege Lower Merion Family Medicine acted in collusion with a fraudulent entity to defraud my healthcare and personal information. I am not comfortable with Lower Merion Family Medicine still having my contact information and other healthcare related details stored in their database. I am notifying Lower Merion Family Medicine to delete the account they tried to setup with my information, not to share my information, and to remove my information from their database(s). Report by: *******************************

  Business Response

  Date: 06/19/2024

  It is correct that ******************** contacted our office to make an appointment. It is also a fact that ******************** is not accepting any new patients. Due to a misunderstanding on the part of our staff, she was erroneously scheduled for a visit. As soon as it was realized that the staff had made an error, we promptly contacted ******************** to inform her of the error and cancel her appointment. All of this was done to enable our practice to continue to provide excellent healthcare to our existing patients.

  During the process of her registration/scheduling, the following information was collected: Name, address, date of birth, email, phone number, insurance and pharmacy information, which is a standard requirement in the medical offices. Unlike what has been alleged by ********************, no "personal identifying information" was collected. No financial information (like credit card details etc.) were obtained either.

  It is not true that a threat actor could use her information and appointment details for fraudulent purposes. Soon after informing her of our inability to accept her as a patient, we have inactivated her in our electronic medical record. We also deny her allegation that Lower Merion Family Medicine has "acted in collusion with a fraudulent entity to defraud her healthcare and personal information", and that we "acted in a nonstandard, deceptive, suspicious and uncaring manner". We are a reputable practice and have been operating since 2001. It is not just a moral and ethical obligation for us, but also a legal requirement to safeguard and appropriately handle our patients' information. There has not been a single instance where we have been found lacking in this commitment.

  While ******************** has leveled these unfounded and serious allegations and has cast aspersions on our integrity, she has failed to provide any evidence to substantiate her false allegations. It is even more interesting that after all these false allegations, she called our office again on June 13, 2024 to schedule an appointment. It seems she was no longer concerned about any abetment, collusion, fraud or deception. 

  As stated above, she has been "inactivated" in our database. We have also once again called and notified her that we will not be able to accept her as a patient in our practice. We wish her all the best.

  Customer Answer

  Date: 06/27/2024

  Dear BBB,
  
  Complaint: 21791850
  
  I am rejecting this response because:

  Lower Merion Family Medicine (LMFM) continues to demonstrate their lack of regard for me as an individual seeking quality care in the healthcare system. At the moment Lower Merion Family Medicine realized they made a scheduling error, I should have been given the standard of care with the opportunity to reschedule, which their practice failed to do.  Furthermore, I should have been treated as equally important as any other individual seeking care in their facilities, whether as an existing or new patient. Their responsibility for care starts the moment they schedule me and collect my information. To correct their misunderstanding - my date of birth, name, cell phone number, and the other information they collected is considered personal identifying information. Their reputable practice does not absolve them from their participation in discriminations and misconduct.
  
  As stated in my original complaint, the staff at Lower Merion Family Medicine were unusually **** towards me and became inappropriately hostile when I simply questioned their practice of not performing a physical exam on the first visit. I never experienced a provider denying to perform a physical at a new patient visit, which can be interpreted as a delay in the delivery of care. LMFM acted with haste and jumped to the conclusion that I should find another provider, which is not what I was suggesting when I asked my question. I have a right to ask basic questions or express a concern without being treated unfairly and mischaracterized.
  
  Inactivating me sounds demeaning. It is also not an adequate response to my right to protect my data. As previously stated, my request was that Lower Merion Family Medicine remove or delete my contact information, address, other identifying information and insurance information from their system. I do not give them permission to store my information even it is in an inactivated status.
  
  My insurers website reported that LMFM was actively accepting new patients both times I called to schedule. It took me hours on the internet to research, compare and find what I thought was the best primary care for my needs. Due to limited, quality alternative options for primary care and who accepted my state insurance, I felt forced to overlook my concerns about LMFM and reconsider their practice. Therefore, my personal choice was compromised due to lack of resources. When I called a second time, their receptionist, once again, confirmed that they were accepting new patients. When they reported their computer froze and they needed to call me back, I later received an unnecessarily hostile and harassing phone call from their office denying services.
  
  Finally, my allegations are founded in the very real existence of medical fraud cases that involve evasive forms of identity theft which abuses an individuals metadata including basic contact information, name, date of birth, etc. I find it very suspicious that LMFM has become ****** defensive with my concerns on a topic that is known to devastate targeted individuals. I find it unsettling and concerning that LMFM was comfortable speaking to me in a demeaning and hostile manner, treating me unfairly, and finding a way to deny services to me and still keeping my information stored in their database.
  
  The two times I called to see if they were accepting new patients, both times their receptionist confirmed that they were. Therefore, I am reasonably concerned for the reasons why LMFM would call back both times and deny services.
  
  Best,
  
  *******************************