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:08/23/2023

  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.

  On July 3rd 2023, I walked into a Tri-State Orthopedic Clinic. The doctor there suggested and scheduled a follow up appointment with Dr. Michael S*****. I was in a lot of pain and didn't notice until days later that I had not been given an appointment card with the date, time address, etc. for this appointment. I called the clinic trying to get details for this appointment, was transferred to the department I was supposed to talk to, but no one answered. I left a message asking to be called back and provided this info. I was never called back. I was also given no email, text, or phone call reminders about my upcoming appointment, as I usually am for all other types of medical and dental appointments.
  
  I received in the mail in August a statement dated 8/2/2023 that I was being billed 15 dollars and my insurance was being billed 170 dollars for no-showing my 7/20/2023 appointment. I called the billing inquiries phone number (###-###-####) explaining I did everything I could to find out the details of this appointment and that I was given no reminder that the appointment existed, but they refused to wave the bill.
  
  The account number is ******. Anything you can do to resolve this and have them wave the fee would be greatly appreciated!

  Business Response

  Date: 09/27/2023

  Patient came into the urgent care on 7/3.  He was charged an office visit and xrays.  At the conclusion of his visit HE picked a day and time for his follow up visit.  An appt card is offered but patients sometimes decline because they input their appt day/time into their phones.  If he contacted the office and stayed on the phone he would have directly been connected to a scheduler without having to leave a message.  That scheduler would have provided him the date/time of his appt.  He also had the option to go online and send a message if he was unsure of his appt day/time.  Lastly (per attachment) we have communication correspondence on when the appt reminder actually went to him and was received by him.  First column indicates a text message was sent and delivered.  Second column indicated an email was sent but bounced back (indicating we have the incorrect email on file) and third column would be the second outreach for the second appt reminder that successfully was delivered.  He did no show his 7/20 appt.  Our policy which is posted in all office locations as well as listed within the appt reminders indicates we charge a no show fee of $15.  There is absolutely no charge to the insurance company for the 7/20 no show appt other than the $15 no show fee which was sent to him.  He still owes an outstanding balance from the first visit in which he was seen and the reference for the charge absolutely would have been associated with that visit.