Complaints

This profile includes complaints for OrthoVirginia, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  OrthoVirginia, Inc.

  7858 Shrader Rd Henrico, VA 23294-4222

  
• 

  OrthoVirginia, Inc.

  7650 E Parham Rd Ste 100 Richmond, VA 23294-4376

  
• 

  OrthoVirginia, Inc.

  1400 Johnston Willis Dr Ste A N Chesterfld, VA 23235-4765

  
• 

  OrthoVirginia, Inc.

  13700 St Francis Blvd Ste 103 Midlothian, VA 23114-3222

  
• 

  OrthoVirginia, Inc.

  95 Harris Rd Bldg 5 Kilmarnock, VA 22482-3845

  

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:05/28/2025

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The response to my complaint doesn't address the complaint.  First, I did NOT wait until 2 mos after the collections team contacted me to try to resolve.  I have been attempting ever since summer/fall of 2023.  I started keeping track of my lack of communication 5/14/2024 as is noted in the attached document I uploaded.  

  One of my concerns was I was being double-billed.  Each time I called and sat on hold for a minimum of an hour EACH time, the representative didn't know how to explain the charges.  I was promised over and over I would get a return call from someone who could explain.  The calls never came.

  In addition, I did receive email bills, and as you can see from the other uploaded document, the balances were all over the place.  The bills are in order, and you will notice the last bill I received was for $589.24!

  I, PRO-ACTIVELY, FOR TWO YEARS, have tried to get an explanation. NEVER did a get a call back or speak to anyone when I did call that had any idea why my charges were what they were.  

  The day before my court date I finally was able to speak with someone who explained the ridiculous way they bill.  I had to physically go into the local office.  Unfortunately, now that a collection attorney has the file, I am being charged a "fee" in excess of $300 AND 18% interest.  If the billing **** had competent, knowledgeable people working for them, or trained to explain charges, this never would have gotten to this point.

  I would like the attorney fees waived - interest and "fee".

   
  Regards,
  
  ****** ******
  
  
  
  

  
  charging $306.41 PLUS 18% interest! I feel this is completely unfair. If I had no intention of paying, I would have not PRO-ACTIVELY been trying to get answers to the charges. I would like the fees and interest waived. I have already paid the balance I owed which was $927.62. The $801.82 that I am disputing and would like credited are the charges from the attny (interest and fee).

  

  Business Response

  Date: 06/02/2025

  Patient account balances are sent via monthly statements once the charges are incurred. The patient signed a verification form (4/2023) that indicates she is responsible for contacting her insurer to determine details of coverage and that we only provide an estimate. No inquiries were made to our office until two months after the account was sent to collections.  Therapy charges were explained to the patient that they are calculated by units which is standard customary coding/billing. Units are time based. Depending on how long the patient is completing the activity determines the unit. 8-22 minutes 1 unit and ***** minutes would be 2 units. There were no duplicate charges. The balance is correct and is the patient responsibility.  

• Initial Complaint

  Date:05/28/2025

  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.

  Orthovirginia, a ******** ******** provider, FAILED to timely bill my son's ****************** in 2024 for services received after his car accident. The provider's failure to bill timely was despite liability attorney letters notifying Orthovirginia of my son's ****************** as filed in his chart on 4/16/24 and 10/22/24, well within the 12-month eligible billing period. Orthovirginia ignored the insurance notification, failed to **** ********* and recently turned my son's account over to their debt collector, who scheduled a court date for June 11, 2025. When we brought the insurance notification letters to Orthovirginia's attention, they billed ******** in early May, 2025. Unfortunately, ******** denied the claims on 5/12/25 due to being outside the eligible billing window. Orthovirginia blamed my son today, stating they did not receive timely insurance notification, which is not true. Orthovirginia said the debt collection court date of June 11, 2025 still stands due to the need to collect the attorney's fee, interest rate charges and the possible denied ******** claims. As a former ******** ************ nurse, I am stunned at the blatant disregard for the ******** provider contract and ********'s code regarding timely billing and balanced billing by in-network providers. Orthovirginia is too important a ******** provider to not follow the law. The debt collector refuses to speak to my son, saying they will only speak to Orthovirginia about insurance matters. Orthovirginia refuses to admit they failed to bill timely and refuses to cancel debt collection court. I hope the BBB can help draw urgent attention to someone higher up in Orthovirginia's legal or billing team who can help, as I've not been able to even get a supervisor to return contact. ******** told my son Orthovirginia's debt collection action is illegal. I am my son's authorized representative at Orthovirginia. Please help!

  

  Business Response

  Date: 06/03/2025

  We are reviewing the complainant's concerns and will contact them directly given the complexity of the complaint within the next 48 hours. 

• Initial Complaint

  Date:05/22/2025

  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.

  This bill was previously sent in my name which was resolved in collections. They are now billing the same amount and date of service under my husband's name. I try weekly calling to get it resolved and nothing ever happens.

  

  Business Response

  Date: 05/27/2025

  We have spoken with the complainant and resolved her concern. Thank you.

• Initial Complaint

  Date:04/30/2025

  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.

  This company has poor business practices, They have garnished me several times without contacting me to try and set up an arrangement that works for both parties. They do not give me prior notice of the court date and I dont know I am being Garnished until I check my check stub and see the Garnishment on it. The bill has been paid and the current garnishment is on the interest. The bill I am being garnished for is not even my bill it is my sons bill for an incident that happened around his 18th birthday

  

  Business Response

  Date: 05/01/2025

  The balance is coming from dates of service 4-17-2019 to 5-2-2019. Statements were mailed on 5-28-2019,6-25-2019, 7-23-2019, 8-20-2019, 9-17-2019, 10-15-2019, 11-12-2019. The account went to pre-collections in June of 2019 and to final collections March of 2020. Payments were then made on 7/2024, 8/2024, and two in 1/2025 which were all after the account went to collections.  The collection agency sent statements as well. The court system also sends a summons to appear in court regarding debt owed. The complainant signed financial responsibility for the patient who was 17 at the time the services were rendered. You can contact our office to ensure the address on the account is up to date. The process for this account was appropriate and followed standard billing practices for services rendered.

• Initial Complaint

  Date:02/22/2025

  Type:Billing 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.

  
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

  Thank you for your assistance.
  
  Regards,
  
  **** ****
  
  
  
  

  obtained this credit. Ignoring that problem for the time being, the balance is $1081.42, which is the amount demanded of me by OrthoVirginia, but neither Statement of Account shows my payment of $1311.72 which was made on 01/02/2025 before my 01/09/2025 surgery at OrthoVirginias request. On 01/27/2025 I made a 2nd payment of $233.54. Applying these payments to OrthoVirginias 02/03/2025 Statement of Account reveals that ********************** was overpaid $463.84, assuming that the $484.50 payment really happened. I made numerous calls to OrthoVirginias billing department since 02/03/2025 and can't get consistent answers. Initially I was told that my account was "on hold". Then on my 02/20/2025 follow up call I was told that my account was zeroed out. When I asked OrthoVirginias representative ****** for something in writing to that effect, ****** confirmed that I owe nothing and promised that she would email a Statement of Account showing a zero balance, but it was never received.

  

  Business Response

  Date: 02/24/2025

  We have been in contact with the patient to review his account. A third-party vendor did not have their data updated and did not reflect the 0 balance. The account remains paid in full with a zero balance and the patient was informed. This concern will be escalated to our third-party vendor liaison as well.  Thank you for bringing this to our attention. 

• Initial Complaint

  Date:01/29/2025

  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 have physical issues in my back and legs. One will never go away and will only get worse (scoliosis). The others might be improved or lessened with major surgeries. I made a 12/27/2025 appointment with OrthoVirginia because I needed updated info to renew an expired workplace *** parking form. I visited them in the past, including visits for these same issues, and in the past they filled out the form. This time a different doctor **** was acquainted with the previous examining **** examined me, took x-rays and diagnosed I had the physical issues that would justify my submitting the form to my workplace, but he then said he wanted me to see several more doctors for further tests and exams, and he didn't feel my workplace would believe in his examining me and filling out the form, even though his assistant was recording the very information I needed. I was confused but wasn't forceful in trying to get him to fill it out. I felt like I was being apologized to as he examined me and excused his lack of cooperation or inability to help me due to administrative red tape. What was the purpose of me going to him, a qualified, licensed spine doctor, if he felt he lacked the authority or qualification to be believed on a medical form in his line of profession? And, he said they have an outside company fill out medical forms using his exam info; so add an additional 2-3 weeks and another $30.00 fee. I feel I wasted my time and the $55.00 co-pay. I still have my unresolved, expired *** parking which only adds unnecessary anxiety, stress and cost to my situation and needlessly complicates an already unpleasant part of my life. The office staff were friendly and sympathetic enough but this exam seemed like it was just a bait and switch, preliminary exam to allow opportunities for fee padding or up-charging through further testing for some of my physical issues, while one physical issue (scoliosis) isn't going to improve ending the justification of qualifying for *** ********

  

  Business Response

  Date: 01/30/2025

  OrthoVirginia implemented the assistance of Sharecare for processing of all patient forms and medical records requests several years ago. The treating physician addressed medical conditions/symptoms discussed during the visit to provide safe, standard medical care.  The form request will be completed. The physician's priority is to address the patient's medical findings. A patient advocate will be reaching out to Mr. ******* to discuss details of his visit. Thank you. 

• Initial Complaint

  Date:12/15/2024

  Type:Product 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.

  Can't get my records even agreed multiple attempts. They misdiagnosed me, mistreated or did not treat my injuries and now are hiking my records.

  

  Business Response

  Date: 12/16/2024

  Ms. ********-

  Your initial visit was in our urgent care on 8/1/23 where you were treated with medication for back spasms related to your lumbar pain. Images taken had an over read performed (standard process) where there was a questionable compression fracture of a vertebrae. When that interpretation returned, the urgent care provider attempted to notify you on 8/4, but your voicemail was full. He then reached you on Monday, 8/7 and explained a possible T12 compression fracture may be present on radiographs and arranged for your spine follow up appointment the very next day. You had an MRI ordered that day which subsequently confirmed the T12 compression fracture. The specialist continued to see and treat you with medication, ordered therapy and prescribed a back brace.  You did not indicate during these visits that you were dissatisfied with your care.

  Related to your medical records request, Sharecare processes all medical records requests for **********************. Your requesting agency was notified multiple times (8/29/24, 9/13/24, 12/11/24) by Sharecare that there were no dates of service listed on the records request to fulfill the request.   You can contact Sharecare at ************ to provide the missing information and or review the status of the medical records requests.

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

• Initial Complaint

  Date:12/09/2024

  Type:Billing 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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  ed them that we didn't get any mail from ***, the *** again provided the same contact number ************ for the *** to contact for payment and they will research, I contacted the *** again on Dec 5, 2024 and they searched but couldn't find her information in their system again. I finally contacted the provider again same day Dec 5th and told them that *** doesn't have the info and I asked them to take out the account from collection so that I can pay directly to the provider, the *** said that she saw the notes me contacting several times but still unresolved, *** escalated the account to the provider's management to reopen my wife's account in order for me to pay off her balance, we haven't heard back from the them yet, therefore I am submitting here in order to get the their attention to re-open my wife's account so I can pay off her balance to avoid the balance going to her credit ***ort, if they could accept the payment in July, it would resolved and we shouldn't have waited this long.

  

  Business Response

  Date: 12/10/2024

  Thank you for making us aware of this situation. One of our OV representatives reviewed the details of the third party billing vendor. Based on this review, they spoke to the patient and the account has been removed from collections. The patient stated they were satisfied with the outcome of the phone call. 

• Initial Complaint

  Date:10/29/2024

  Type:Delivery 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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* ******
  
  
  
  

  

  Business Response

  Date: 11/04/2024

  Our office has contacted the patient regarding the confusion related to the patient's coverage requirements for referrals. 

• Initial Complaint

  Date:10/16/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They are omitting information from their response to imply that they have done nothing wrong. I have requested to speak directly to the supervisor and was told she would reach out and call me. She never did. I asked for a phone number to call her myself, they never gave it to me. In addition, I will include screenshots of the conversation. I would like to recap in bullet points this situation below. In addition, I have already reached out to the collections attorney, and paid my bill on DAY 1. The attorney's office was confused on why they even received my bill in collections because I have a record of paying continuously for the past two months. They said it was abnormal and they even called OrthoVirginia on my behalf as this is not a standard collections bill they normally receive. They were also shocked because it had been less than 30 days since my last payment. They were so caught off guard that I was able to pay day one because they did not even have my account set up yet. I am willing to overlook their violations of *** standards for web communication whether my disability is documented at their office or not, they legally have an obligation to meet such standards, but I am requesting that OrthoVirginia pay the $124.88 lawyer fee that is being charged for their lack of organization and lack of clear communication. When a the lawyers office that handles collections is also confused on why they would end up with a bill from a patient that is paying, that should be an indicator that OrthoVirginia messed up. I'm not asking for much, other than pay my lawyer fee. I will continue to escalate this beyond here if this bill is not paid. 
  
  Here is the timeline: 
  
  1. I missed two payments in June/July. I admitted it was my fault. I asked if they could help me. ****** kindly helped me and pulled the bill and then told me to reach out to billing to "reset" my payment plan. That is all that was said. She never told me that if I do not reset my payment plan, it would go to collections. She DID NOT say it had to be paid in full in order for it to not go to collections. She DID NOT indicate that there were ANY requirements that needed to be met to avoid collections other than missing two payments in a row would send a bill to collections. The bill showed up in my account again for me to pay, so I did not think that I needed to reset the plan because it showed up back in my portal. 
  2. I paid my bill on time, even early, for August and September. I logged in to pay my bill for October, less than 30 days from my previous September payment. The bill was moved to collections. I reached out to ask why and ****** said that she told me I needed to set up a payment plan or pay the bill in full otherwise it would go to collections. Again, that is NOT what she told me. She tired to lie to me and tell me she said I needed to pay in full, but as you can see in the screenshots, she never did. 
  3. ****** did not give me her supervisor's phone number, but told me she would tell her to reach out to me. No one ever did and I never received the phone number. 
  
  In my opinion, this was an easy solution that could have been resolved if I spoke to the supervisor. 
  
  Please see pdfs of screenshots attached. 
  
  
  
  Regards,
  
  ***** ********
  
  
  
  
  never received any form of communication warning my bill, that I was paying, was being sent to collections. I logged in to pay it and it was gone. Now they want me to deal with an attorney and pay them and the attorney fees. This is insane. I was paying my bill monthly. In addition, they're lack of digital knowledge and online communication made it difficult for me as a neurodivergent to understand the expectations of their messages. I want my bill moved out of collections and back into my portal so I can continue to pay for it as I was doing. I also want their staff to be trained on how to properly communicate professionally in a patient portal with a specific focus on how to communicate while meeting ADA **********

  

  Business Response

  Date: 10/22/2024

  The patient was set up on a payment plan. She failed to make payments two months in a row. When contacted, on 8/21/24, we removed her account from collections understanding that she recently had surgery and explained what she needed to do. She was to contact ******** within two days to reset the payment plan.  This did not occur thus the account returned to collections. She will need to contact ******* and ****** to rectify her account delinquency.  Per OrthoVirginia's Patient Agreement, the collection process can start 30 days after the first billing cycle. The signed agreement is attached.  Related to the ADA ********* please ensure you discuss with your care team any medical diagnosis that should be maintained in your medical record so that we may properly care for you and your needs.  Thank you. 

  

  Business Response

  Date: 10/29/2024

  The patient spoke to a manager today regarding her account and verbalized she was satisfied with their conversation. No further response via BBB is deemed necessary on OrthoVirginia's behalf. Thank you.