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:02/14/2023

  Type:Product 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.

  On April 20, 2020, lower back surgery was performed by Central Texas Spine Institute doctor ************** All of our required deductible and insurance payments were applied, resulting in a refund to me and Dr. ******* office will not issue a refund. Each time I ask about the refund, the administrative assistants claim they are working on it, however, it has been almost two years. I started out with over $900 of a refund, and now, in February ****************************************************************** they are working on it. Clearly, no good intent to make us whole by issuing our refund. Since I returned in December 2022 for a different issue they reminded me about the credit on file that was applied to my visit, but the remainder was supposed to be refunded and still has not been done. I asked them just to credit the card I used, but they claim they can't do that because they don't save credit card numbers in the system, so the refund has to be a printed check. I called again today but could not speak to the business manager to get this resolved. I guess they will figure out charges to apply to the remainder of the refund to avoid returning any money to me. I do not know why the insurance company did not send the refund directly to me, but allowing the provider to decide seems highly unethical.

  Business Response

  Date: 03/08/2023

  Good morning,
  
  This refund was discussed with the patient and issued last month.  Let me know if you need anything further from us.
  
  Thank you,
  

  
  

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/21/2022

  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.

  My lawyers and I have attempted to reach ****************** in regards to my records, which is an important and vital part of an ongoing lawsuit. ******************, the institution, and his wife have refused to release these records due to their own incompetency and lack of organization. As a patient I have a right to have access to my records, and we have reached out to them to request it several times.