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:06/28/2023

  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.

  My husband and I both saw Erica Polk. My husband name is ***********. I originally was given a estimate of how much I will pay for my next service. When i came back for my next service I was quoted a much higher price but good thing I had my receipt of last quote price because she had no choice but to honor it! I knew then that those billing people did not know how to bill correctly. This same day the billing manager I believe asked me to come to her office about my husband ***** and said they expected insurance to pay because they said they would pay xyz amount so she said he left with $658 balance? I said maam why would you allow his bill to get so high if you knew insurance wasnt paying it or denied it already??? We kind of got in heated altercation because we never experienced this. If insurance tells you they will pay there may be a small difference in which they may not pay but not almost $700 difference thats beyond ridiculous and irresponsible on their part because no one was aware of that balance until it become this large amount and all she could say was insurance quoted what they would pay and didnt pay after that encounter I stopped going because no way you told me two different prices and you ran up a bill on my husband you expect him to pay without even informing him about the bill. He had services in jan 2022 and she brought this up to me in June 2022 so insurance waited this long to approve or deny a claim and billing team didnt think to check on claim or call me or my husband about it before he continues to get services? No one called and reported this to us so he only paid his total due which was co-pay thats it! My resolution is for business to remove and write off any charges. The billing team did not bill correctly, and they do not communicate in timely manner.

  Business Response

  Date: 07/19/2023

  To Whom It May ****************** * presented for treatment on January 2021. Treatment was completed January 26, 2021.

  Please find enclosed a signed copy of office policies and financial agreements, a signed copy of his treatment plan and copies of the paid explanation of benefits from primary and secondary insurance companies.

  It is always stated that insurance is an estimate. *enefits may be denied or changed based on each company. Payment may not occur for several months which was the case, especially when dealing with two different insurance companies.

  Final request for payment was requested after the final payment and estimate of benefits was received from the secondary insurance company. Patient is responsible for fees not covered by the insurance companies as stated in the documents that the patient signed which are attached.

  I am sorry that Mrs. * did not have a pleasant experience. However, Mr. * is responsible for the fees.

  Regards,

  Dr. Erica Polk

  Business Response

  Date: 07/28/2023

  To Whom It May ******************* * presented for treatment on January 2021. Treatment was completed January 26, 2021.
  
  Please find enclosed a signed copy of office policies and financial agreements, a signed copy of his treatment plan and copies of the paid explanation of benefits from primary and secondary insurance companies.
  
  It is always stated that insurance is an estimate. *enefits may be denied or changed based on each company. Payment may not occur for several months which was the case, especially when dealing with two different insurance companies.
  
  Final request for payment was requested after the final payment and estimate of benefits was received from the secondary insurance company. Patient is responsible for fees not covered by the insurance companies as stated in the documents that the patient signed which are attached.
  
  I am sorry that Mrs. * did not have a pleasant experience. However, Mr. * is responsible for the fees.
  
  Regards,
  
  Dr. Erica Polk