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:09/01/2022

  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 am writing this complaint to report a deliberate overcharge for no shows on appointments or discrimination. I have not decided which, because when I called the medical office of Total Care Clinic at ************************************* in ********, ********** I spoke to the office manager who basically called me a liar. When I explained to her that I was a return patient and had only been seen at their office one time on July 19, 2022 with a follow-up appointment scheduled for September 14, 2022, the office manager insisted that I had two appointments prior to July 19, 2022. That would not have made any sense being that I had carpal tunnel surgery on my right hand on July 8, 2022, and I had my left hand operated on on May 6, 2022 with the same surgeon, so I am under the care of the orthopedic surgeon and their office continually up to the time they release me. That has not happened yet. The insurance that is covering my carpal tunnel situation is the **************** ********** of ******************* and I have a vocational counselor, ***************************, who follows my claim closely and she came to the same conclusion I did. ******************** phone number is ************.I also called back to Total Care Clinic, even after the office manager hung up the phone on me, on August 31, 2022 and I spoke to a man who confirmed that I had had only one prior appointment and one upcoming appointment in September 2022. I asked for a copy of my appointment record and he said he needed to check with his office manager to make that possible. The office manager got on the line and said it's you again because I had called prior. I said yes, and then I was informed that it would cost me $25.00 to get the record I requested.After researching this clinic I came to the conclusion that if they have a problem with African Americans I am not going to get care there. I am not going to let them charge me money that I do not owe for appointments I never had.

  Business Response

  Date: 09/06/2022

  Response to complaint #********.

   

  After looking into this incident we were able to resolve all issues with patient.  It was determined that he did not speak to the Office Manager and only spoke to a Billing Specialist and to the scheduling department (while requesting records).  We will be removing the NO-SHOW fee as a courtesy to the patient fully acknowledging that our staff may have scheduled it in error.  Our Clinical Director also offered to send his records to any where of his choosing at no cost, but patient declined and said he no longer needed them.  We will be reeducating the Billing Specialist that was involved in this incident. After speaking with patient over the phone, all issues have been resolved and patient happy with resolution.