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:11/01/2024

  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.

  On July 23, ********************************************************************************* by Hope Primary care since January 2023. My pharmacy called and said my request was denied. On July 24, 2024 I was called by a Nurse Practitioner at Hope Primary Care and was told I would need to make an appointment if I wanted the medication refilled since I had not been seen in 2024. I said that was fine, but I did not have time to make an appointment at the time and would do so in the future. She said that she was willing to refill the prescription with no addition refills, but if I wanted more refills I would need to make an appointment. I agreed to that and the phone call lasted <1 minute according to my call log. In October 2024, I received a bill for $150 with the service listed as "established patient visit, 25-minutes" with date of service being July *******. I did not consent to the 1-minute phone call being considered a patient visit and had I known it would be considered a visit, I would not have answered the phone. My insurance negotiated and reduced the bill to $100, but I still feel it is not right for me to be charged for an appointment I did not make or consent to. In talking with their billing department, I was told i was being charged because *********** is a "controlled substance", but it is not a scheduled drug and is not considered controlled in *********.

  Business Response

  Date: 11/26/2024

  We did not receive first attempt of contact. Please email me at *********************************** with info on first communication attempt. 

  Patient's bill was incorrect. Our new EMR system, ******* sent out a bill before it was adjusted. The max amount a patient pays for a telemedicine call is $50 or their copay. A telemedicine call is required if patient has not been seen in our office for over 90 days and is calling requesting a refill (controlled substance or not). We NEVER have sent a patient to collections and did not send Ms. ****** to collections. Patient notified us via ****** review of bill error on 11/14/24. After seeing her review, I contacted our billing department to adjust accordingly as balance was incorrect. Our staff left voicemail with patient on 11/21 that we would write off the entire bill. 

   

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  My mother in law passed away in Jan of 2024 this office has been sent letters by **** life insurance on several occasions and they have not sent the required documents needed to process this policy. The family has called and called with no results. My husband went to the practice on 10/22/24 which he waited 2 an a half hours as to which he was told to come back the next day and they would have the records. He gave them a 2 and half day grace ****** went back on 10/25/24 they still did NOT have what is needed. They told him to come back which he did he waited another 1 1/2 with NOTHING. I called 10/28/24 spoke with **** the office manager explained what has happened in the past 9 months he told me he would call me back I even gave him AARPs number and claim number for this policy. NO returned call. I called today 10/29/24 had to leave a message again with NO returned call. We are needing this situation to be over. This policy needs to be paid and or denied. They are holding this up. They are very unprofessional and lazy. It is not that hard to A print the records and let us give them to **** or B send what the insurance is needing. They clearly do not want to do their job!!!

  Business Response

  Date: 11/18/2024

  I was made aware of the issue on 10/28. At that time, I apologized to the complainant for the delay and told her I would get in contact with the life insurance company.  They got back with me on 10/29 and I got together what records were needed and sent them late at night on 10/29. I called the complainant 10/30 and let her know the records were sent and I would address the issue with our staff to correct it in the future. 

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ******** ******

  ****************

  **********, TN 38053