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:10/18/2022

  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.

  June of 2022 I was sent to collection by their billing department. I compiled all my information, ***, statements and payments I made. All of my payments are documented with them being the payee.I had made my final payment to them on 6/14/2022. After adding up all the *** from the insurance, amounts I paid them, I concluded that I had overpaid them by $400.00 I have been trying to get my money back from them since the beginning of August. Finally in September (15th) they credited me $200.00 and insist that they have paid me all that they owe me. So on Monday 10/10/2022 I sent an excel document to them showing all my payments made plus all the credits they sent me in a pdf file.It shows that my balance was a $400 credit and they showed a $0.00 balance. Comparing payments side by side it shows they are missing payments or they are not posted when they were made.I am appalled by their bookkeeping practices. None of the statements I received showed a before and after payment amount so I couldn't even tell what was the correct amount each month. I have all correspondence between us from emails. Documents I sent them if you need documentation.

  Business Response

  Date: 10/20/2022

  A full-refund of the contested amount was sent to the patient after the compliant was filed but before notification of the complaint was received. It is now considered satisfied. For perspective, our in-office billing department was closed in September 2021 and we are contracted with an outside agency. A complete audit of all accounts by our current billing contractor and any necessary corrections required to any claim previous to 9/2021 is a current and ongoing effort. Investigation to determine the amount overpaid required time and information by way of receipts for all previous payments made. We are appreciative of the supportive documentation that was kindly submitted for our review and calculation of our billing contractor but also add that investigation as such take time to be performed accurately. It is my understanding that all communication between the complainant and our billing contractor was professional and helpful. I regret that the feeling was not mutual. We do our best to serve the community and will take this criticism as constructive and move it forward.   

  Customer Answer

  Date: 10/21/2022

   Dear Sirs, 
  
  My complaint has been resolved. They have refunded me all of my money as of 10/18/2022. It is not reflected in my account yet but is awaiting posting.
  
  It took me filing a complaint with your office to get a expedited response so I am grateful.
  
  I consider the matter closed. The issue appeared to be a change in billing providers and in the switch over there were missed credits to my account. 
  
  Thank you for your time. 
  Sincerely, 
  ***************************;