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:12/04/2024

  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.

  The first time I used their facility was back on November 1, 2023, then again on January 26, 2024 and again on February 28, 2024. On March 8 2024, I paid them $60 - which was two co-payments. Then again, on April 5, 2024, I paid them the remaining balance of $184. I have never heard back from them again. Last week, I received a call from AAA Collections and they said that Physicians Vein Clinic's said I owed them $30 from back on November 1st 2023. I thought it was a joke! They said that it wasn't and that I now owed AAA Collections $30.40. I paid it and then asked more information about the claim. Supposedly, it was registered with AAA Collections under my old address from back in 2016 (which I NEVER gave Physicians Vein Clinic) and under my phone number, which I've had for years. So, I would like an explanation as to why Physicians Vein Clinic never sent me a letter using my address I have registered with them, nor called or texted me. They had my phone number because I received texted in the past from them. And if they caused damaged to my credit bureau, I want it reversed! When I sent them an email last week, I had no response. Today I called, no response. Left a voice mail. I am sure I will not get a response. I even referred many customers to them!! NEVER AGAIN. I want to know where they got my old address and why they never called me or sent me any letters.

  Business Response

  Date: 12/16/2024

  Please be advised we have contacted the patient and this matter is resolved. 

• Initial Complaint

  Date:03/09/2023

  Type:Sales and Advertising 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.

  Physicians Vein Clinic's website offers to "schedule an appointment or a free screening in ***********." I competed a free screening and was not told of any add-ons or costs associated with any of the events that transpired during my office visit. I was then sent a bill for $***, with no meaningful explanation on the invoice as to why I am being charged $***. I only requested a free screening. I feel this company is trying to scam me and other people into paying enormous costs that the Clinic is not discussing up front.

  Business Response

  Date: 03/15/2023

  The patient was in on 8/25 and had been scheduled for
  a mapping.  The attending physician, Dr. *****, was out for her RPhS exam that day
  which is why the consultation was done on 9/8/22, separate from the
  mapping. 
  
  There is a note within our EMR that states:
                                
                  Pt
  was advised at her map (8/25/22) to check her member services # to verify if
  she needs a referral. 
  
                  9/16/22- voice mail reminding her she needs to get a referral for
  treatment. 
  
  She never got the referral that she said she would
  obtain, so insurance charged her the full amount of the consultation of
  $***. The patient claims she was receiving a free screening when in fact all documentation supports that she was being seen for a consultation which is a billable service.  See attached. 
  
  The patient also signed the consultation consent form that
  clearly states she agreed to the consultation and understood it was not a free
  screening and that she would be responsible for the charges not covered by
  insurance (see attached).  Our scheduling assistant did a very good about going over the difference between a free screening and mapping
  when scheduling.  
  
  She also signed our Financial Policy document and
  Conditions of Services document - also attached.

  Based upon our documentation and the steps we took, the patient should have been well aware that the services she was being provided was for a billable service.  We 100% stand behind the communication provided to the patient and the expectation of payment based upon that communicaiton.  

  Customer Answer

  Date: 03/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business advised the consultation was free and only advised a referral was needed for the actual procedure. 
  

  I called and made an appointment for a FREE CONSULTATION AND SCREENING. They told me the doctor wasn’t in the same day but I could come in for the screening. When I got there they told me they took my insurance, they had me fill out forms and the lady at the front desk told me she DID NOT KNOW what the r on the card meant but to call my insurance and make sure. She said this I’m regards to the procedure and not the free screening. She then handed me back my card and said the tech was ready for me.  I had the 5 minute screening and 5 minute consult a week later. When i spoke to the business layer after sending them my records they said great- let’s get you scheduled- they then called back to say I needed a referral.  I then called my primary doctor and that doctor provided me a referral. I have attached the my chart note proving it was sent. I called my insurance who told me they wouldn’t cover this business at this time as they had an accredited one in network I needed to use first.  
  

  REGARDLESS of a referral why am I being charged for a consultation that I setup as a free consultation that the business states is free online? I had nothing but s consult done and at no point in time did anyone tell me I could chose between a free one and not. They had me fill out insurance paperwork insinuating it was for the future procedure. If they weren’t sure I was covered why would they hand me my card and have me go right back into the consult? That is misleading and dishonest to schedule a free consult only to bill insurance and state I needed s referral- that is NOT the issue here. The issue is the business charging me for a free consultation. 
  
  
  
  Sincerely,
  
  
  
  Mara ****

  Business Response

  Date: 03/30/2023

  To further respond to the complaint. Nowhere on our website
  does it state a FREE CONSULTATION. It does however state a ‘free screening’.
  The complainant was presumably asked if she had prior vein work done before,
  because if that is the case her ‘free screening’ would come back positive and
  she would need to be seen for a FORMAL VEIN CONSULTATION.
  
  The patient has an Informed Consent for Formal Vein Consultation signed, and on
  file on 08/25/2022 that reads:
  “Thank you for choosing Physicians Vein Clinics. I
  understand that my insurance company will be billed for the FORMAL VEIN
  MAPPING/CONSULTATION, and I am financially responsible for all charges not
  covered by them. If I do not have insurance, I understand that I am responsible
  to Physicians Vein Clinics for all charges incurred by me and not paid by third
  party benefits. I also understand that this is not a free
  screening (if you believe you scheduled a free screening, please let the
  receptionist know immediately, so we can change your appointment).
  I hereby authorize Physicians Vein Clinics to proceed with
  the formal vein consultation. My signature below acknowledges that I have
  received a copy of this document and accept its terms.”
  
  Before the Patient signed this form, she should have
  immediately asked the receptionist about this not being a ‘free screening’.
  
  The complainant also signed a “Conditions of Service” on
  08/25/2022 that states:
  “Consent to Treatment
  The patient identified below consents to therapeutic vein
  care evaluations and treatments which may be performed or assisted by
  Physicians Vein Clinics vein specialists while under the care of Dr. ******.
  These evaluations and treatments may include, but are not limited to, initial
  evaluation or consultation, history & physical examination, lower extremity
  venous ultrasound study, infiltration of tumescent local anesthesia, endovenous
  laser ablation (EVLA), endovenous chemical ablation, (EVCA) or Sclerotherapy,
  ultrasound-guided sclerotherapy, vein light sclerotherapy, and/or conservative
  vein therapy.”
  
  Regardless of the bill, the website does not state, nor has
  it ever stated, “FREE CONSULTATION AND SCREENING”, as the complainant is
  claiming. On 08/25/2022 the complainant signed the above consents and agreed to
  move forward with the Formal Vein Mapping and Consultation. Again, our website
  does not, nor has it ever said FREE CONSULT. The patient was notified on
  08/25/2022, prior to her appointment that this charge would be submitted to her
  insurance, and signed and acknowledged that this all was happening. If the complainant
  did not want the formal vein mapping and consultation, on 08/25/2022 she should
  have alerted the front desk that she was only interested in a FREE SCREENING,
  and we would have made the necessary adjustments to her appointment type and
  would have performed those services instead of a Formal Vein Mapping and
  Consultation. 
  

  In other words, we made it very clear as to the treatment protocol and expectations for payment as signed by the patient in the attached documents.  

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the issue remains that I called, was told to come in for a free screening since they accept my insurance. When I got there they took my insurance, said nothing other than they didn’t know what the r on the card meant- and without calling me or saying anything else put me into the screening. When I was done they told me to get my records transferred and come in for the consult. At no point did they say anything about this not being the free consult. The website is absolutely misleading and the charges for $*** for a 5 minute appointment are disgusting. Also the clinic called a week later and said I needed a referral, which I got- they didn’t say it could still be a problem. They had me go right into the “free” appointment thinking it would be free or covered by insurance and only weeks later was it a problem after having done everything they told me to and having staff continually tell me my insurance was accepted.  Why would I willingly go to an appointment thinking it wouldn’t be covered? Your staff took my card and never mentioned the screening wouldn’t be covered.  Also they say the screening is free but the consult isn’t? Then why was I also billed for the screening!? The only reason the appointments were separate is your staff told me the doctor wasn’t in one day so it was easiest to break the appointments apart!  Do you bill in hopes you can take advantage of people? The website clearly makes it seem like the entire appointment is free and I will not be paying for this blatant display of misinformation.  

  
  
  
  Sincerely,
  
  
  
  Mara ****

  Business Response

  Date: 04/12/2023

  The facts of the situation are in the attached signed documentation by the patient.  Please see attachement that documents our position which clearly demonstrates that the patient knew of the billing arrangements for the services provided as evidenced by the signed documentation by the patient. 

  Customer Answer

  Date: 04/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I signed paperwork for treatment and the business advertises free consultations. I was told over the phone my insurance was accepted.   I will not pay for services implied to be free. 
  
  
  
  Sincerely,
  
  
  
  Mara ****