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:10/26/2023

  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.

  I paid for a letter detailing my lumbar spine, and attempted to add another area, I was not informed that the add was another 1800.00 on top of the already paid fees, I objected and declined to add the other areas. Just the lumbar spine is all I wanted. But the company is refusing to give the letter unless I agree to being 100% satisfied. No one has ever been able to do that, so my paid for product is being held hostage for this reason and I will miss a deadline for which the letter was to be used for and now the company is more concerned about my deadline because I think they have no intention of refunding my money or delivering my product that I paid for, the company will be also reported to my local government and federally run agencies.

  

  Business Response

  Date: 12/29/2023

  Stating the facts:
  - On 1/5/2023 at 10:11 AM, *** ******* sent AME an email inquiring about our services. (Refer to image 1)
  - On 1/5/2023 at 11:05 AM, a response detailing our services and fee structure was emailed to the client. (Refer to image 2)
  - On 7/18/2023, at 10:59 AM, *** ******* had a scheduled complimentary consultation call with one of our case managers, who went over the process verbally and explained our fee structure (step 1 and step 2) in detail. (Refer to image 3 for call details. An audio version available upon request.)
  - On 7/18/2023, at 12:27PM shortly after the call, our case manager emailed *** ******* a detailed email as a recap of the call, which details the fee structure of step 1: $1425, step 2:
  $630 Totaling: $2055. (Refer to image 4)
  - On 7/18/2023, same day, the client paid for step 1 (Invoice #: ******* in the amount of $1425), to commence the work on the case. (Refer to image 5)
  - On 10/11/2023, a draft report was provided to Client, to review and provide any feedback prior to finalizing report from Expert, however AME did not receive any feedback from Client on that draft report. (Refer to image 6)
  - On 10/12/2023, an invoice for Step 2 was sent to Client. (Refer to image 7) 
  - Client called upset regarding the Step 2 invoice, however AME tried to clear out the confusion via multiple phone calls and emails (refer to image 8)
  - On 10/24/2023 The Lead's Decision to Discontinue Service: Email Received on October 24th Additionally, in that email, the Client threatened to file a complaint, if his demands were not met.
  (Refer to Image 9)

  - On 10/26/2023, AME’s manager responded back in writing, apologizing for the confusion and to setup a call with the director to clear up any issues, however the Client’s response was demanding a final report, without discussing his case further with anyone in the office, and without giving any feedback on the first draft report (emailed for his review on 10/11/2023). (Refer to Image 10) 
  - After such response from Client, AME decided to waive his Step 2, and email his final report on 10/27/2023. (Refer to Image 11)
  

  Image 1 – Initial inquiry from Client

  Image 2: response to client, including Fee Schedule (Step 1 & Step 2)

  Image 3: A scheduled complimentary consultation call with one of our case manager on 18 July 2023

  Image 4: detailed email as a recap of the call, which details the fee structure

  Image 5: the client paid for step 1 (Invoice #: ******* in the amount of $1425)

  Image 6: A draft report was provided to Client on 10/11/2023
  (to review and provide any feedback prior to finalizing report from Expert)

  Image 7: An invoice for Step 2 was sent to Client.

  Image 8: Follow-Up Calls with the Lead on Draft Nexus Letter, Client called upset regarding the Step 2 invoice.

  Image 9: Lead's Decision to Discontinue Service: Email Received on October 24th

  Image10: Project Manager's Apology and Assurance: October 26, 2023

  Image 11: : Proactive Resolution and Waiver: Actions Taken on October 27, 2023

  This is unfortunate, as we at AME are in the business of helping Veterans and getting them closer to reaching their goals. Despite multiple attempts to reach out to the Lead through various means, including calls and emails, we still received upset responses from the Client. Nonetheless, we successfully completed the service within the stipulated timeframe.
   
  For a detailed record of our interactions with the customer, please review the full details provided above which document our communication from the initial outreach to our most recent correspondence. In our company's approach, we strongly believe in delivering top-notch quality at every step. By making this gesture of goodwill, we're going the extra mile for our clients, showing our true commitment to them. We understand that each case has its complexities, so we handle them with great care, always aiming for the best results. We prioritize clear communication, a straightforward process, and being there for our clients whenever they need us. Every decision we make is based on these values, as we're dedicated to ensuring our clients are always satisfied and successful.
  

  Respectfully Yours

  AME Team 

• Initial Complaint

  Date:09/21/2023

  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.

  On August 1, 2023 I paid American Medical Experts $2,380.00 with wired funds from my bank account. These funds were for telehealth services, a written an signed diagnosis and nexus letter In the weeks following I have received no work product. What I did receive was another invoice in fact three different invocies for three different amount demanding another $1950 or $1850 or $1930 they cant decide on the exact amount it seems. I am told this is for the "signature" on the diagnosis and nexus letter. I am out $2380 and have nothing to show for it and AME refuses to discuss the matter with me only demanding more money and deliver zero work product.

  Customer Answer

  Date: 09/27/2023

  To Better Business Bureau,

  Both parties have reached an amicable solution and withdraw the complaint considering the matter to be resolved.

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

  Customer Answer

  Date: 09/28/2023

  Date Sent: 9/27/2023 4:09:34 PM
  To Better Business Bureau,
  
  Both parties have reached an amicable solution and withdraw the complaint considering the matter to be resolved.
  
  *********************************

• Initial Complaint

  Date:06/23/2023

  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.

  I made payment on 05/24/2023 I was initially contacted by representative saying that I would need to fill out some information regarding making another payment. I sent them the invoice I had already paid for for the treatment. It has been over a month I have sent back multiple emails and have gotten no response from the service provider regarding a refund or treatment.

  

  Business Response

  Date: 12/07/2023

  Hello, 

  To whom it may concern. 

  Kindly find attached with this message the content of our response to the client complaint: ********************** 
  
  As stated in the document we proceeded with the lead request and completed the service. We fulfilled our part successfully, and we were willing to work on any requested additional service however the client did not respond back. 
  
  Thank you. 
  Best, 

• Initial Complaint

  Date:02/10/2023

  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 or about April 18, 2019, I contacted AME about obtaining a medical expert for a med malpractice case regarding my father. I sent AME a deposit for a prospective expert review, and explained that I was going to obtain an attorney, but for now, I was pro-se, After a delay from COVID, the attorney told me he was unable to accept my fathers case, so I informed AME, and asked for a refund. The assistant director, ******* *******, was always very courteous and kind, but, has numerous times in email, insisted I speak to the director, ****.. I do not wish to haggle with someone to get my deposit returned. That is simply what I want.I was told if, in the event, i couldnt get an attny to accept my case, I would get a refund, with no problem, In fact, The website clearly stresses that a a patient and/or family must be represented by an attorney. See, Disclaimer, printed in red: " NOTE: Am****an Medical Experts can only assist on cases from individuals if they have a legal representation. You must have a retained attorney in order for AME to assist you with your case. We do not work with Pro Se Litigants directly.": In closing, I am grateful for the assistance of the BBB. Thank you

  Customer Answer

  Date: 04/24/2023

  From: ******* <******************>
  Date: Mon, Apr 24, 2023 at 12:36 PM
  Subject: Complaint ID ********; American Medical Experts, LLC
  To: *************@mybbb.org <*******@mybbb.org>
  
  Hello. I am the consumer complainant in the above matter, and am respectfully request that BBB rescinds my complaint, as it was a misunderstanding, with no fault of AME,  and has been resolved between us. Thank you in advance for your cooperation. Sincerely, *******************************
  

• Initial Complaint

  Date:08/27/2022

  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.

  I contacted AME on June 13, 2022, for an expedited letter in 3-5 days, because I needed to upload the letter by June 31st, but asked for it by June 30th. I paid for Step 1 and Step 2, however, when I received the final letter, it was still incorrect, and past my deadline. I sent an email to *********************, Director, stating I should not be responsible for the Fees for Step 2 because they missed my deadline to submit the letter and I still do not have a correct version of the letter. They never responded, so I disputed it with my credit card, which AME approved the dispute with the credit card company. Now I am getting an invoice stating I need to pay for services I never received as promised.For Step 2 I received the first draft on June 20, 2022, sent back the revisions on June 22, 2022, they continued to send back wrong information, didnt look at my 7 Questions that they stated they would go by, and finally called me to have a conference with the doctor on the July 28th. On this call, I was yelled at by the doctor who would not listen to what I had to say, and **** just kept stating to the doctor that he had every right to yell at me. I sent **** an email stating I didnt appreciate not being listened to and that the letter contained false information regarding my condition. **** replied, Oh now I understand what you meant, but the doctor **** going to change it. So next time you need a letter we will make sure we call you, so we are on the same page and the doctor understands, that is usually what we do and dont know why that wasnt done. Then I started getting the run around from ***** about my letter and that the doctor was the only one that could ethically change the typos or context in the letter that we spoke about the night before and I was at his mercy. Then **** emailed me again stating that since I requested the doctor make the changes to the letter that is why it was taking so long to get fixed. They totally contradicted one another.

  

  Business Response

  Date: 04/04/2023

  We have many more files to upload, we were only able to attach 4 files.  We helped  this veteran with her nexus letter and we did an great job and the doctor wrote an amazing report as always.  **. *********** did not give the doctor all the material to review (the scans) for her malformation that he needed to review in order to determine all conditions and also ************** made numerous corrections to the way the doctor wrote his report/***** and caused delay, for example the word Gerd.  ************** would not accept her report unless the doctor used all caps GERD.  We require the veterans to make the corrections for the doctor to review to make sure all corrections are made in the first round of edits, ************** refused to make corrections to the word document as part of our policy and this caused a delay in the back and fourth of the rounds of edits.  **. *********** did not comply with our process for finalizing the draft report process.  She also used a credit card and processed a charge back, the odd thing the credit card was not in her name; it was in the name of ****************************  That card holder already received their money back. The issues that we faced with the requests from ************** seemed like she was setting up a way to file a complaint, we have so much more information.  How can we supply this information?  Again we were only able to submit 4 files and we have much more information that show this including the scans that were not included that caused the delay, plus we did not charge her for those items and the additional work.