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Business Profile

Physician Surgeon Family Practice

LewisGale Physicians General Surgery and Endoscopy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physician Surgeon Family Practice.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Recently, I went in for an initial consultation to undergo a colonoscopy screening. I had already confirmed with my private health insurance that both preventative and diagnostic colonoscopies would be covered for me. The health insurance agent affirmed this information to me, and I got a reference number for the conversation. With this hospital itself, I explained my health background and intent for scheduling an appointment beforehand. I even confirmed prior to the appointment that the hospital would take my private health insurance.

    I attended the consultation and was told by one of the nursing staff members that my insurance would not cover any colonoscopies. When I asked for clarification, she just stated that she knew it to be true from experience. I asked if the front office staff would be able to explain why the information I had been given at the consultation was different from what I had been told by my insurance company. The nurse said they would not know billing-specific questions. The office manager was then brought in. A very unprofessional presenting woman walked in. She stated that she had looked at my health insurance plan prior to visiting with me. I then asked why the information I was given by this hospital was different from what I was told by my health insurance, and even mentioned that I had a reference number for the conversation. After a circular conversation, I refused to continue the current visit and refused to schedule future ones due to the billing discrepancies.
    I called my private health insurance again and was reassured I was right. The representative then called the hospital to explain my plan to them. After this, I called the hospital to schedule the colonoscopy consult. The staff member who initially answered gave the phone over to someone else who was then quite short with me.
    The staff being misinformed about my plan and giving me the wrong information several times has caused a significant delay in my care.

    Business Response

    Date: 09/19/2024

    When she saw the NP and Practice Mgr. she was told she didn't meet the screening criteria and her insurance would not cover.   Understanding that your insurance company said they would pay, Lewis Gale explained that they have seen this happen before and insurance did not cover the cost.  We didn't refuse service just explained prior experiences with insurance companies.    Yes you were charged a consult fee because you spent time with provider.   

LewisGale Physicians General Surgery and Endoscopy is NOT a BBB Accredited Business.

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