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:08/11/2022

  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 was seen 3 times from May-June of 2018. Received a bill in July 2018 and paid a portion of it in October 2018. Never received another bill from the office until I was turned over to collections in March of 2019. Received a bill from ******** AND the collection agency for the exact same balance. Called the office to confirm that I was turned over to collections and to see why this happened. The manager confirmed and said to pay the collection agency because it was now in their hands. Office manager claimed that the office had a new billing system and some bills didn't get sent out and some got sent to collections, etc. I said it's fine I just need to know who to pay. Per her instruction I paid the entire balance that I received billing for to the collection agency in March of 2019. Never heard back from anyone that there was any kind of issue or further amount owed. Now in April of 2022 I have received a bill from the office of the exact amount I paid to the collections agency three years ago. I have the receipt of payment. Sent proof of said receipt to the current office manager *** ********* Have yet to hear a response from the office but keep receiving a bill for an amount I have already paid. Not only this but I had him send me a copy of their records on what I had paid them previously, per their records I had paid a large chunk in cash, I sent them proof of a cleared check to add to my payment history and he changed his story saying they "erroneously" marked that payment as cash and it was paid by check. Per the records they sent me I have paid the following: a cash payment, a card payment, and a payment to the collection agency. Per my records I have proof of payment: by check, a separate payment to a collections agency, AND I had to pay money to the bank for these archived records. From our combined records the office actually owes ME money. And to top it off they never bothered to tell me that they weren't fully covered on my insurance. Smells like fraud.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 9, 2022/08/26) */ I will address each of her points individually. -Covered on her ins which was ****** We fully participate with ***** Ultimately, it is the patient's responsibility to know if they have a plan that we are not on. They are provided a list of participating providers and full access to the **** website. Her insurance paid a portion of her claim and the remainder was sent to herto her deductible. We contacted her several times over several months and she received 6 statements between 2018 and 2019 with the amount owed and made no attempt to pay the amount and additional statements in 2021 and 2022 with the amount owed after balance was sent to collections. We made attempts to contact her with no response. She was then sent to collections for a portion of the balance owed. The total charges for her visits were $1880.16 with her payments totaling $373.31 at time of visit. Leaving a remainder owed of $1106.85. $400.00 was sent to collections for a portion of the amount owed. We adjusted off $660.34 as per our contract with ***** This leaves a remaining balance of $446.51 that we have asked her to pay. We do not charge late fees to her account but if we go back and add them she will owe significantly more. She had multiple opportunities when receiving the statements to contact the office for clarification or to make a payment and failed to do so. -Amount paid to collection- This amount was deducted from her balance when we sent her to collections and is noted on her account. She paid the collections agaency but we write off the amount so it is already deducted from her balance owed. I believe she does not understand how to read her bill. -I will be happy to attach her statement for your review if she is ok with that. I will also be happy to provide the dates when statements were sent to her after she paid a portion of the balance. -Amount paid of $323.31- This amount was posted on her account on XX-XX-XX and unfortunately was posted as cash and not check. But the amount was posted to her account. It is reflected on her statement. We give patients receipt when they pay cash and she does not have a cash recipt nor is it in the system which is required to take the cash. The amount she paid is identical to he check amount and is reflected on her account. -Money paid to her bank- Again it is unfortunate but she was not charged the 5% late fee we normal charge to past due balances. She , again, had ample opportunity to contact our office between 2018 and 2022 as she received a toltal of 8 statements between 2018 and 2019 and then additional statements in 2022 to total 5. Consumer Response /* (3000, 11, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a receipt for the $446.51 to the collections agency in 2019, I have sent this to them via email. Yes I know how to read a bill. Business Response /* (4000, 13, 2022/08/30) */ We have reached out to Ms. ****** by phone on several occasions and we received a reply via email that she would only discuss via email her account. This makes resolving the issue difficult. The amount that was paid to the collectiion agency was already deducted from her account as a "payment" which was zero dollars to us, but brings her balance for that date of service to zero. The additional $46.51 she paid the collection agaency is a fee charged by the collection agency and cannot be applied to her account. I have sent a fully annotated statement of account to Ms. ****** so that she can better see where charges and payments are posted. I will also being forwarding this to the collection agency for their reference. Again if Ms. ****** would respond to our phone calls this matter could be more easily resolved. Multiple statements were sent to her before we called to request payment and she made no effort to question the balance or contact the office with her concerns. I encourage her to connect with our office by phone to resolve this matter.