Business Profile

Orthopedic Surgeon

Rothman Orthopaedic Institute

Headquarters

Complaints

This profile includes complaints for Rothman Orthopaedic Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

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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:01/02/2024
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.
I received a bill from Rothman for $104.89.It was not clear what I was being billed for. I called my insurer (*****) and was told I have overpaid at each visit and should talk to Rothman about the overbilling and the $104.89. I have paid the required additional fees at each appointment prior to treatment. The billing number has been unable to take my call for 2 weeks and gives instruction to leave a message on their portal. During the 2 weeks I have left a message on the portal 3 times. The Rothman recording states that I will get a call back within 24 hours. This has not happened. There are no alternative methods to reach the billing department. Statement date 12/07/2023, account *****, $104.89
Business Response
Date: 01/18/2024
We have reported this detail to our billing management team. They will reach out to you as soon as possible to review this with you. Thank you for your patience.
Customer Answer
Date: 01/19/2024
I was finally able to call the billing dept directly. This phone number was provided to me after complaining to one of the staff scheduling appointments. The phone number she gave me was not on the website, on the billing recording or on the mailed statement. I expressed my frustration but I realize she was in not in a position to comment on their billing procedures. And, yes my bill was incorrect, but has now been corrected.
Initial Complaint
Date:12/07/2023
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.
In April, I sought treatment at Rothman Orthopaedic for a sprained ankle. As part of that process, I was given an ankle brace. I was told by the gentleman fitting me for the ankle brace that the cost would be a maximum of $80 if my insurance didn't cover any of it. When I received the bill, I was charged significantly more than that (noting that the brace normally retails for about $40, so even the $80 was a significant overcharge - but one I can live with).I tried contacting Rothman's billing department several times to resolve the overcharge, and received no response. Now, Rothman has sent that bill to collections, so I can no longer pull the details of those bills (they don't show on my account anymore) to further dispute them.I was also not given the option to pay the rest of the bill while the matter of the ankle brace was settled.I am more than happy to pay the remainder of the bill (as evidenced by the fact that I did make payments on other bills that I sent - in true medical fashion, they just keep sending bills without explaining what they are), but I would love for someone to contact me so that we could correct the cost of the ankle brace. Thank you.
Business Response
Date: 12/14/2023
We apologize for this inconvenience and have reported your comments and information to our Billing Management team to address. They will reach out to you directly, however, if you should need anything in the meantime, feel free to connect with us via [email protected].
Customer Answer
Date: 12/19/2023
I've just tried calling the business back and they are not answering.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Regards,

***********************
Initial Complaint
Date:11/27/2023
Type:Order Issues
Status:
ResolvedMore 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.
According to ***** my insurance company my patient responsibility was for the following dates of service 8/25 $303.49, 9/8 $580.94, 9/15 $255.21, 8/22 $116.18. This totals $1255.82. I paid $780 on 9/8, $432 on 9/15, and $156 on 9/22. I paid a total of $1368. Rothman owes me $112.18 and is aware and has not issued me a refund and keeps giving me the run around. In addition they forced me to "Prepay" before service. ***** said this is a violation of there contract agreement and no patient should have to pay prior to service because the exact amount is not known until everything is processed through them. I just want my $112.18 refund.
Business Response
Date: 11/28/2023
We have submitted your complaint and accompanying details to our Billing Manager. Our team will reach out to you directly to resolve. If you should need anything in the meantime, please contact us directly at [email protected].
Customer Answer
Date: 11/30/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: They merely stated they were looking into it. They were supposed to reach out to me multiple times prior to me submitting this complaint. It will not be resolved until they provide a refund. I overpaid. This is as per my insurance provider *****.

Regards,

*********************
Customer Answer
Date: 01/02/2024
I want to thank BBB for contacting Rothman. Several days after you initially contacted Rothman a check for the disputed amount arrived at my door. Thank you!!!
Initial Complaint
Date:10/26/2023
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 am a 73 yo retiree and have asked The Rothman group on three occasions why I was being charged $602.00 for something which should have been charged to my ******** and or my FEP BC/BS accounts.
Business Response
Date: 11/09/2023
We apologize for your experience and have reported your concerns to our billing office. Our team will contact you directly to discuss.
Initial Complaint
Date:09/22/2023
Type:Service or Repair 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.
The cause of this dispute originated from a service provided on 5/25/2023 which was an X-Ray Exam of Ankle with a Billed Fee of $201.00 per most recent account ledger (Acc# *****) provided on 9-22-2023 at 9:31am from [email protected]. Before the time of service, I had already met my deductible with my insurance prior so I expected no charge to my account at Rothman. To my surprise, I was subsequently billed $201.00 with notifications coming via email on 8-2-2023 and via mail on 8-9-2023.

After receiving the notice on August 2nd I contacted Rothman Ortho to find a solution and was directed to contact my insurance company (**** *************), which I did. While on the call, my **** representative contacted Rothman Ortho to discuss the charge and after an over 1 hour call Rothman Ortho indicated to **** ************* that I should disregard the bill sent to me as it was a mistake on their end. I logged this call with notes via email at 4:02pm after the call was complete. **** also provided the following response via secure email "Thank you for your inquiry! I do understand getting this taken care of is very important. I did review the claim from 05/25/2023 from Rothman Orthopaedics Of Florida and this claim is leaving you responsible for $0. If the provider would like to confirm this with us, they can reach out to the provider service line. That provider should not be billing you any additional amounts for this date of service...".

I have routinely checked my latest statements from Rothman since then and there is still a balance of $201.00 indicated due to me. I reached out to Rothman today (9-22-2023) to inquire about the balance on my account and the representative indicated a claim was pending and there was $0 due on my account however when I requested and received the account ledger there is still a balance indicated of $201.00. The ledger also indicates a refund of $85.61 was issued on August 2, 2023 which I have not received.
Business Response
Date: 10/05/2023
Thank you for providing this detail. We have reported this to our Billing Manager to address. Our team will reach out to you directly to discuss.
Customer Answer
Date: 10/10/2023
As of today (10-10-2023 12:29PM) Rothman Orthopaedics has not reached out. Attached is the emailed account ledger referenced in the complaint from [email protected], which seems to have been left off the original submission.
Customer Answer
Date: 10/12/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: As of 12:16 PM October 12, 2023 Rothman Orthopaedics has not reached out or made any effort in direct communication to remedy this complaint.

Regards,

****** ******
Business Response
Date: 10/30/2023
Our team has followed up with this patient since that last update on his end. All should be rectified at this point. Thank you!
Customer Answer
Date: 11/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: There have been no changes to the current status of my account (as indicated on attached latest statement printed today 11-15-2023 for the online portal) or explanation of refund status. On 10/24/2023 3:59PM Eastern I spoke to an Associate Director, Marie (spelling might differ), via direct line. Marie indicated that she had checked the account and updated the balance to $0 and that once she was done printing she would send the account ledger verifying the $0 balance to my email. I asked if she could send it while we were on the call but she said she would sent it that Friday (10-27-2023). The conversation then switched to the refund where she indicated she had to check with the technical team in order to process the refund as she wasn't able to do it a that moment. She indicated this would also be done by Friday 10-27-2023. There has been radio silence since 10-24-2023.

Regards,

****** ******
Business Response
Date: 12/05/2023
I have made our Billing Manager aware of your most recent message. They will contact you directly to review.
Customer Answer
Date: 12/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: Billing manager has not reached out as of 12-15-2023. From 12-16-2023 to 12-29-2023, I will be available by email only at **********@*****.com. All details, statements and final conclusions can be sent to my email.

Regards,

****** ******
Initial Complaint
Date:07/31/2023
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.
We are beyond frustrated with Rothman and billing. We are being billed for $1,086 because we provided the wrong insurance card and have called multiple times, sent inquires, updated it on the bill and mailed it back, and sent emails and we still are received the errant bill.
Business Response
Date: 08/10/2023
We sincerely apologize for your frustration. We have reported your complaint to our Billing Manager who will address this immediately. In the meantime, if you wish to reach out to us directly, please email us at [email protected].
Initial Complaint
Date:07/19/2023
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.
In April I received a surgery for a broken right clavicle. At that time I paid money for the surgery. Later, I was told by my insurance I overpaid. I have been trying to get into contact with Rothman Orthopedic billing department but I am always put on hold for hours and the billing department does not pick up my call. I can’t get my money back or understand if I even deserve my money back because Rothman Orthopedic billing does not pick up the phone. I have been put on hold by customer representatives with Rothman for hours multiple times on different dates and days of the week. I want to get in contact with Rothman billing department! This is absolutely ridiculous that your billing department can send out bills and demand payment but not be able to pick up the phone. It’s disgraceful.
Business Response
Date: 08/07/2023
We sincerely apologize for your frustration. We have reported your comments to our Billing Manager to look into and address immediately. In the meantime, if you wish to contact us, please do so at [email protected].
Sincerely,
Rothman Orthopaedics
Initial Complaint
Date:07/08/2023
Type:Product Issues
Status:
ResolvedMore 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 received a letter from the rothman institute back in 9/15/21. About unclaimed property. Check amount is $50.00. Chk date 7/17/17. Acct#*******. I wrote them back on 9/24/21 stating that i have not received payment and i would like a replacement chk. The state of NJ wrote me a letter on 2/10/23 and stated that they are unable to find this in there files. Claim#**********. They told me to go back to the same company that wrote me the letter. I had contacted again the rothman with many phone calls and emails for at least a year with no response. I finally got a supervisors name ***** told me that the checks are delayed, will be going out shortly. The supervisor name is *********************************. phone#************. email is ************************************************** I was in contact with him back in March 2023. Was back and forth by phone and emails. I received an email back in 3/23 that the chks will go out shortly. My final email was 5/23 saying there has been a delay but i will be receiving soon. It is now 7/8/23 and no check. I have called him many times and emailed him many times with no response. I am very aggravated, frustrated and mad. The common decent thing to do is to tell me what happened and why i did not get this check. He is totally ignoring me. I would appreciate it to see if you can find out for me what happened to my check and why i have gotten no response from the supervisor *******. Thank you in advance. Whatever you find out i would appreciate. Your cooperation is much appreciated. ****************
Business Response
Date: 07/15/2023
Please contact us at *************************************** so we can address your concerns directly. We have reported your comments to our Billing Manager.
Customer Answer
Date: 07/17/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:I have spoken to the supervisor and have called many times and emailed many times with no response. I was ignored.I do not think that emailing them and explaining my situation again will help. They should call me and reach out to me. I have waited long enough. I want my $50.00 check that is due me.I am tired of this whole situation.

Regards,

***************
Business Response
Date: 08/14/2023
Please let us know if you have received your check and if you need further assistance. You can reach us directly at [email protected].
Customer Answer
Date: 08/25/2023
I would like to know since July 15, 2023, if there has been a response. If not I would like to know if i could write to rothman at the email address they gave me to find out what happened to my $50.00 chk. As of 8/25/23 i have not received a response or my chk. Thank you. Case#********. ****************
Customer Answer
Date: 08/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I have not received my check yet. It has been almost 2 yrs of ongoing emails and phone calls.I received the letter from rothman back in 2021.The check amt.is for $50.00. I would just like the money that is owed me.

Regards,

***************
Customer Answer
Date: 09/17/2023
As answers to your questions. No, I have not received a check from rothman. No. The complaint has not been resolved. As of 9/17/23.
Customer Answer
Date: 10/08/2023
I wanted to inform you that on saturday October 7,2023, i received my chk for 50.00! Thank you so much for all your help in this matter. It was very much appreciated. Sincerely, ****************.
Business Response
Date: 10/30/2023
I have confirmed with this patient that all has been resolved.
Initial Complaint
Date:06/13/2023
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 received a bill from Rothman Orthopaedic a few months back. After numerous days of trying to reach them they finally called me back. I explained to them that my health insurance covers me completely. Rothman said they would take care of the issue and I would no longer have an outstanding balance. However, on June 7 they sent me an Email saying that I still owed them $20.87! I have tried to reach them repeatedly since June 7 without any success. When I called them numerous times last week their phone system would inform you that they were to busy to speak with you and just cut the call off! Unfortunately, this is a unprofessional medical practice that is unable to take care of their patients billing correctly. I want this issue resolved once and for all! I owe them nothing!
Business Response
Date: 06/26/2023
Please contact us at [email protected] so we can address your concerns directly and see to it that this is resolved ASAP.
Sincerely,
Rothman Orthopaedics
Initial Complaint
Date:05/25/2023
Type:Service or Repair 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 had surgery performed by Rothman Orthopedics because of the surgery. I was out on short-term disability for quite a while. I had forms that needed to be filled out for my short term. Disability carrier, and a specific letter was required with my limitations. Rothman Orthopedics never sent the required information to my short term disability carrier and right now I am out $8000 and I have been living on credit cards while three or four times a week. I have been calling Rothman begging them to get the information to me. I got a call today stating that they will not give me a letter with the box chat saying patient has limitations and they wont give me a reason why again I am out $8000 and they know this and they have never told me up till now that they will not put in writing what they have been telling me all along are my limitations (rotator cuff surgery) and I had a lot of them so my complaint is about me getting the $8000 back and to do that I need them to fill out the letter properly as they are bound to fill out my short-term disability paperwork correctly so that I can send it and get what I need
Business Response
Date: 06/01/2023
Thank you for giving us the opportunity to respond to the complaint submitted by ************************************************* had surgery on 1/26/23 and at the time was given a note to be out of work completely for 3 months, this was at her request as well as clinically appropriate. **************** has recently reached out and requested that the original note she was given be changed to say that she could have worked during that timeframe with limited work restrictions. Our staff cannot alter the original note that was put in place. There were no specific restrictions listed for **************** at that time because she was put completely out of work. Despite clearly expressing this to ****************, she persisted in trying to persuade our office to alter the original note which we are unable to ethically do. Our team has offered to give **************** a note that now clears her to return to work currently, but again it is not appropriate to alter the original note that she was given.

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