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:03/03/2023

  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.

  On 11/14/22 I had a procedure done. Before the procedure was preformed I specifically asked the front desk what the cost would be. I was informed it would only be my deductible of $60 per visit x 3.. after the 3rd visit I was informed there would be an additional charge for the procedure. I explained to the billing department that I was never informed of the additional charges prior to my visit. I was informed that there was an error on informing of that and that I was ***** responsible for the charges. I disagreed with that and was still billed $436 for the additional uniformed charges

  Business Response

  Date: 03/27/2023

  
  Good afternoon,
  
  My apologies for the delay of responding to this complaint. I have been out of the office traveling and just returned yesterday. We are aware of previous complaints from ****************** and from our perspective this is a billing matter between him and his pharmacy. No one in our clinic or business office provided him the co-payment information he is claiming.  Please see the notes from my clinic leader documenting her call with CVS pharmacy and her discussion with ******************:
  
  Hi All, 
  
  I just called CVS and they said their process is when (MED NAME, blinded for privacy) is approved they contact the patient to give consent to send the medication and the cost based on the insuranceand when I asked what the amount was he STOPPED me in my tracks. and they would not talk to me about the patients $$ situation without his permission. I called and spoke with ******* and apologized that the his going thru this craziness with CVS. I asked him to call CVS to give permission for them to speak with me. He said that he would call now so I can give them a call later to see what happened. 
  
  He gave permission and I spoke with ***** at CVS Billing and she was confused. She said in November, ******* was originally quoted $0 copay. But his insurance told them his copay was supposed to be higher because its going thru major medical. She does not know why and only said they billed $11,693 and was told to bill $22,132. She said it didnt look like his insurance paid anything. And again, was confused as to why the insurance told them it was $22K. She apologized and said we or the patient could call the insurance to find out why he was charged double for the medication. 
  
  ******* was approved for the ********************* Patient Assistance for $5600. He also had a copay card for $2400 ($1200 per vial). I was told the remainder was $3870. 
  
  After talking with *****, it seems we have done all we can for the office visit/co-insurance copay part.  The patient needs to contact his insurance to see how come the bill for the medication was doubled. 
  
  Thanks,
  *******
  
  We have also explained to ****************** that his insurance has a $3,000 deductible and they will not pay anything until his deductible has been reached.  The impression from my billing staff is that ****************** does not understand how his insurance plan works even after we have tried to explain it to him.  
  
  At this point, Im not certain what else we can do to assist this patient beyond what we have already done.  I will have a representative from my Billing team call him on Monday as he just called this morning complaining about a new bill that he just received from his insurance company. 
  
  Kind Regards, 
  
   
  

  
  

  Customer Answer

  Date: 03/27/2023

   
  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.
  
  Sincerely,
  
  *****************************