Complaints

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

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Rothman Orthopaedic Institute has 25 locations, listed below.

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  Rothman Orthopaedic Institute

  833 Chestnut St 5th Floor Philadelphia, PA 19107-4414

  
• 

  Rothman Orthopaedic Institute

  925 Chestnut St Fl 5 Philadelphia, PA 19107-4206

  
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  Rothman Orthopaedic Institute

  825 Old Lancaster Rd Bryn Mawr, PA 19010-3231

  
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  Rothman Orthopaedic Institute

  1200 Manor Dr Chalfont, PA 18914-2203

  
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  Rothman Orthopaedic Institute

  599 W State St Ste 205 Doylestown, PA 18901-2567

  

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:05/19/2023

  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.

  I was seen in October of 2022 by a Rothman physician through my job as I am a physician myself. After the services I received multiple bills for services rendered, which were paid. I recently received a phone call from a service demanding my personal information over the phone for a bill, which I never received, that had been sent to collections in the amount of $75. $75 will ruin my credit? No one reached out, no notices were sent in the mail just straight to collections from a company whose physicians we have a collegial relationship with and to whom we refer patients? I reached out to the billing line to remedy the situation. The hold times are in excess of 55-75 min at which point they offer to hold your place in line with no return phone call. I placed a billing inquiry online and have gotten no response. I paid this bill when I got this strange phone call, please see the attached receipt. I am now in receipt of a bill via USPS from a collections agency now demanding the same $75. Sill no return call or correspondence from Rothman. What kind of way is this to do business? 

  Business Response

  Date: 05/25/2023

  Thank you for reaching out and giving us the opportunity to respond to the complaint submitted by **. ********************************. There was an issue with ***************************** address in our system, so we were sending her statements but she was not getting them. We have had an extremely high call volume and are doing our best to answer all questions. Our Associate Director of Patient Financial Services reached directly out to ************************* today and spoke directly with her and cleared everything up. 

• Initial Complaint

  Date:05/18/2023

  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 Orthopedic in May of 2022 that I overpaid a bill in the amount of $819.07. As requested, I signed and sent back the letter to them to an address in London, KY, to the attention of "Unclaimed Property Processing Center." After speaking to Rothman in July of 2022 I was informed it would take about 6 months to receive reimbursement. It has been 10 months and no check. I called Rothman again on May 17, 2023 and they said to contact the email address given which is [email protected] There has never been a response from that email address and the Rothman offices will not help. Can you?

  Business Response

  Date: 05/23/2023

  Thank you for reaching out and giving us the opportunity to respond to the complaint submitted by ********************************** This refund that is owed to **************** is a ***** refund. The process is that we do audits of account and see if there is any money that is owed to our patients. Once we have the list compiled, we send it to a third party company that gets everything together and gets it ready for refunds to be processed. The entire process takes approximately one year at times.  We are in the process right now of sending out the checks and **************** should have this in hand soon.  We appreciate her understanding in the process and if she has any other concerns she can reach back out to our billing department.

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me but not in total. As of 6/6/23 no refund check has been received.  Also, they state that if there is further questions or concerns to contact their billing department.  This is false.  I have contacted them on two occasions over the past 7 months and they say they cannot help me and to contact the third party in KY, which is impossible.  There is no phone number for the third party organization and the email provided by Rothman is hit or miss regarding a response. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/04/2023

  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 had a surgery on 2/10/2023. Prior to the surgery they called me and told me I need to make a payment first. They told me I need to pay $2,690.22, that amount is what they got after talking to my insurance company and will apply towards my deductible. So I paid that amount. After the surgery I received a bill from the hospital that is over $3,100. That does not make sense because my annual deductible is $3,500. After calling my insurance company I found out my payment of $2,690.22 was never communicated with my insurance company so it didn't apply to my deductible amount. I called the billing department of Rothman Orthopaedic they said the payment is still processing, it will take 45 days. But now is already over 45 days from the time I made the payment. Every time I try to reach to the billing department the hold time is very long.

  Business Response

  Date: 04/05/2023

  Thank you for contacting our organization and giving us the opportunity to respond to the complaint submitted by **************. The Surgery Center that ************** had his procedure done at processed their bill before Rothman's bill was processed, which applied towards the deductible. This happens from time to time with surgeries.  In this situation we will do is refund the patient the payment that they made to us so they can pay the facility. Once the bill is finalized we will then send a new invoice. Management from our billing department reached out to ************** yesterday and gave him this information, and got the process started to get the refund out to him. Please let us know if you need any more information.  

• Initial Complaint

  Date:03/20/2023

  Type:Billing 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.

  On Sept. 8, 2022, I had Dr. Gregory G****** perform surgery on my right middle finger to remove a giant cell tumor at the *** ******* Surgery Center in Pa. It was the second time in approximately 7 years that G****** needed to perform the surgery. He provided no other options but surgery. After surgery this most recent time, he significantly reduced the functionality of the finger. I also received information from my doctor at Penn that I could’ve been put on medication to deal with the tumor instead of the surgery. G****** never provided this information before, during or after the surgery. G****** wanted me to get radiation on the finger a week following the procedure, which the radiologist doctor at **** warned me against proceeding with because it could’ve significantly impacted my finger’s functionality even further. After all this, I received a bill for $200 for the operation. I felt like this was unjust given my history. I called the billing department to explain the situation, but I never received a call back from a supervisor. I received the same $200 bill a month later and called back again and asked to speak to supervisor. Still no call. When I came home today, I received a bill from “Radius Global Solutions LLC,” a debt collector. Deal with your patient’s concerns before sending them to collections. I really can’t believe the audacity of Rothman Institute, given I will have to now deal with the pain of this finger the rest of my life. Please address the situation and credit the account and get the debt collector off my back. That’s the least you can do! An apology would be nice too. I am completely unsatisfied with the surgery and how this whole situation was handled.

  Business Response

  Date: 03/30/2023

  Thank you for contacting our organization and giving us the opportunity to respond to the complaint submitted by ***************************. *************** had a tumor of the finger that has a 10% risk of a recurrence. Dr. G************ believed that the standard of care was met and that surgery was indicated for this patients condition. **************** was last in the office on 9/16/22 and was seemingly doing well with satisfactory range of motion of his right long finger. We spoke with Dr. G************ and he is agreeable to waiving **.******* $200 balance as a courtesy. Dr. G********** and team are happy to see *************** in follow up if needed. We would like to again thank you for forwarding this complaint and assisting in addressing the patients concerns. Please do not hesitate to contact us if you require any additional information.

  Customer Answer

  Date: 04/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service 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 78yr old mom *********************** arrived at the Manahawkin location at 1:30pm 2/7/22 for her epidural injection which was scheduled for 1:50pm. We checked in via the kiosk and sat in waiting area. After an hour of waiting my mom went up to front desk and asked the clerk how behind the dr was running. Clerk said she would find out and get back to us. She never came back. Then when she finally did come back, my mom had to go up to the desk again and asked what the status was. It was then that she asked her name and then proceeded to tell her that due to their NEW computer system that she was never checked in and she had now missed her appt. We are now 2 hrs in. The clerk advised us that we could either reschedule the appt or wait even longer to possibly be seen at the end of the day. I told her this was unacceptable and that I wanted her seen immediately. At this point the clerk goes and gets the office manager and the manager tries explaining that their new computer system is the reason. I told her it was not our problem that their computer system is not working properly and that they need to do something immediately. She proceeded to walk away from us and went and got security. I dismissed the useless individual and advised another nurse that I wanted her seen immediately. She responded that we would have to wait. She eventually received her epidural after 4 pm. No apology was made to her and as a matter of fact, my mother was crying as they took her blood pressure prior to procedure and they said nothing. This office is a disgrace and their office staff clearly needs coaching. I don’t want this happening to anyone else as there are a lot of elderly patients and I do not want anyone else mistreated. An utter disgrace…

  Business Response

  Date: 02/09/2023

  Thank you for contacting our organization and giving us the opportunity to respond to the complaint submitted by *****************************. We are aware of the incident and the reported issues with our new computer system. We are actively working on correcting any reported issues. Our team did apologize to both ********* and *******, and we regret that this happened and agree that things could have been handled better by our staff. Patient satisfaction is our number one priority at Rothman Orthopaedics and we apologize if the experience was not up to our standards.  

  Customer Answer

  Date: 02/23/2023

  [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:

  Rothman’s response did not address the issue which was that their office staff is not properly trained. Both the office manager and front desk staff in the Manahawkin location need strong coaching regarding customer service. Clearly Rothman’s response shows they are not willing to admit to their negligence and quite frankly it is appalling. Most of the patients seen at this location are elderly and I do not want to see this happen to someone else. My mother almost had a stroke because of their office staff and this fact is inexcusable. I want proof that these two women are receiving the proper training and I want an apology from the office manager herself. When I spoke to the Rothman rep who reached out to me, I advised her of this and I have not heard back from anyone at Rothman. 

  Regards,
  
  *****************************

  Business Response

  Date: 04/24/2023

  Thank you again for reaching out and giving us the opportunity to respond to the complaint submitted. We take all concerns seriously and we can assure you the concerns reported have been looked into and forwarded to the appropriate management. We offer offer training to all of our management and staff an annual basis and when deemed necessary throughout the year. As we said before, our team did apologize to both ********* and ******* at the time of the incident and regret that a system error caused *********'s wait time to be extended. At this time, we will not be issuing another apology as the patient and her daughter also demonstrated aggressive behavior toward our staff, and we think things could have been handled better by all parties involved.

• Initial Complaint

  Date:12/15/2022

  Type:Order 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.

  Competing forms necessary for work, for example (FMLA, Workers Compensation).I was directed to submit my forms to an outside agency to have them completed.There is also a fee to have them completed and I think it is unethical.

  Business Response

  Date: 12/22/2022

  Thank you for contacting our organization and allowing us the opportunity to respond to the complaint submitted by ****************. We recently started to outsource our paperwork necessary for work because the volume of paperwork that we were receiving was very high for our staff to keep up with. This change has allowed our clinical teams to focus on in-person patient care. The company that completes the forms are providing a service for which they charge a fee.This is standard across the board for other healthcare facilities as well. If **************** is having trouble with the paperwork completion process, he can reach out to us at ************ and ask to get a message over to his Doctors team.

• Initial Complaint

  Date:09/06/2022

  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 after my hip replacement for $1871.07. When i had my surgery the hospital let me know how much the charge was going to be which i paid after i left the hospital. the hospital then billed additional funds which were paid. i then received a bill from Rothman Institute which was never explained to me nor did i sign paperwork of an explanation of costs from Rothman as thought everything was billed through the hospital for the surgery. They tried to tell me i did but that was in 2019 as told them that after they gave me the date. i am now on a payment plan. At this point in time i believe Rothman should except what the insurance paid and not charge me the difference since they never went over what their charges would be for the surgery, my account number is *******.

  Business Response

  Date: 09/12/2022

  Thank you for reaching out to our organization and giving us the opportunity to respond to the complaint submitted by ***************** There are 3 different bills from a surgery that a patient can receive: our surgeon, the hospital/surgery center and Anesthesia. **************** had surgery on 6/8/22 and the balance on our account from that surgery is $1,871.07. We have not received a payment for this as of yet. If **************** paid the hospital directly, we would not have access to that information as we are a separate entity. He will have to call the hospital about the payment made to them and to see if they owe him any refunds. We do try and call our patients prior to surgery to go over the cost, but this is only as a courtesy and **************** is still responsible for this amount as it is based on his benefits with his insurance. Please see attached ledger and payment history. 

• Initial Complaint

  Date:07/30/2022

  Type:Billing 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.

  On August 8, 2021, I visited Rothman Orthopedic Urgent care in Hamilton, NJ. At the time of check-in, I explained to the front desk staff that I was a ******** member and provided them with my insurance information. I was told that my insurance would be accepted and that the doctor would see me. I completed my visit and did not receive a bill until nearly a year later, on June 30, 2022. When I attempted to reconcile the issue with the Billing Department at Rothman Orthopedics, I was told that they were not on-par with my insurance carrier. I responded by explaining that at the time of the visit, the Billing Coordinator at the Hamilton location had told me I would not have a co-pay and that it was illegal for them to bill ******** members for services rendered. Because Rothman Orthopedics had indicated that it would accept my insurance, I proceeded with my visit. Had I known that I would have been billed $532 a year later, I would not have received service from the clinic. Despite repeatedly telling the Billing Department that I was misinformed by the provider at the time of my visit, I was told that the bill of $532 would stay and it was my problem to figure out how to pay for it. The representative I spoke to told me that if I didn't pay the bill, Rothman would report me to the credit bureau and damage my credit.

  Business Response

  Date: 08/04/2022

  Thank you for reaching out and giving us the opportunity to respond to the complaint submitted by **. ********. After further review of the account, we can confirm that Rothman is non-par with *********************'s insurance carrier. We should have never scheduled the patient and seen her for a visit based on this information. We are going to waive the balance on the account as a courtesy. Please let me know if you need any more information.

  Customer Answer

  Date: 08/07/2022

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.  In addition to waiving the balance on the account, I would also strongly encourage the BBB to help Rothman Orthopedics to facilitate better training for its employees.  I spoke via phone with representatives at Rothman Orthopedics on 7/1/22 and 7/30/22.  During both of these calls, I clearly articulated that I am protected against surprise medical billing because I have coverage through ********* however the business continued to insist that this was not the case.  Even after I requested to file a complaint with a supervisor, I was advised that I should accept a repayment plan that the business was willing to offer me.  I was told that a supervisor would return my call, however I never received a call back.  (All calls are recorded for quality assurance, so these records may be obtained by contacting the business).  If Rothman was able to attempt such coercive and unethical billing tactics on my account, I am confident that these same tactics are also being used to harm others.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/24/2022

  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 sought help for my hand pain and went to see a doctor at Rothman Institute in Royersford. When I was done with my visit the doctor sent me over to see an orthotic employee for a wrist splint. When the employee showed me the splint I said I would not need it because I already had something at home just like it. I left without the splint. The employee charged me $80.99 anyway. I have called multiple times and was told they would reach out to the orthotic person and ask them if they "remembered this" and whatever they remembered would be the outcome. I had not heard anything for many many months until this past week when I have now received the bill again. I don't have time to keep calling back and explaining my story and getting absolutely nowhere. I am not paying for a splint that I never received. Also, they need to refund ***** for 13.01 because ***** is paying for something I never received.

  Business Response

  Date: 07/29/2022

  Thank you for reaching out and giving us the opportunity to respond to the complaint submitted by **************. Our staff spoke with ************** back in May of 2021 and confirmed that she did not receive the splint. I have spoken directly with our Billing Department and they have corrected to charges that were supposed to to corrected in May of 2021. They are going to be reaching out to ************** to confirm and I have attached an updated billing statement. Thank you for bringing this to our attention and please let me know if there is anything else you need from us.