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:07/03/2024

  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.

  Received chiro care 07/2021-10/2021 Under the care of Dr *** @ Hendrickson Chiro they offered Free weekly appts for veterans. At the new patient exam I had provided my veteran ID card my file was marked as a veteran. Early in my visits I had noticed in my UMR (ins site) appts were submitted to UMR. I had called chiro and spoke with receptionist who advised that I did not need to worry about those, as it is just there procedure and that I will not receive a bill for the weekly visits.I continued my treatment. A few weeks later I had noticed they were again submitting through insurance (though I was not getting a bill only EOB I saw through UMR) I had called again and spoke to their billing of which they confirmed the same. They need to submit through insurance for record but I would NOT receive a bill due to my veteran status.The next visit I brought this up to Dr *** who also confirmed that as long as I was only seen one visit per calendar week, and even so my deductible was met (by Sept) which he confirmed with billing, I would never see a bill from them for 2021 treatment.I had never received a bill, invoice, call, or statement from Hendrickson. ONLY EOB stating this is not a bill from UMR.6/19/2024. I received a ledger (dated 6/12) with a balance due of $711.I s/w ****, I explained the above and she said she would speak with DR * and get back to me. Never did 7/2/2024 I received another bill of $867 (dated 6/28) (showing I am 121 plus days behind with a late fee of $156) on a balance I was not aware of until 6/12/2024.7/2 I called **** asking for an email to continue this conversation via email for a paper trail as they had not gotten back to me and it took 3 weeks for me to contact them by getting another bill. She had said there is no reason for me to email and that I was being harassing. for only 3 calls in 3 wks. and asking for an email.They continue to only send EOB and not address my concerns.The full balance should be waived.

  Business Response

  Date: 07/10/2024

  There is no such dispute.  We communicated with *************************** numerous times throughout the last few days and a compromise on her balance was reached.  She paid the adjusted balance yesterday, and left our office in good spirits, happy with the resolution.  

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A meeting was scheduled with both **** and Doctor ** both by phone and by email. I had went to the meeting 5 minutes early to discuss the bill and also pay. When I went in, neither Doctor or **** were available. I had spent many hours with documents for my case to prove that no balance was due.  I find it very unfortunate that they do not follow through with their meetings or their ability to listen to what I spent many hours to show. I had brought in my EOBs and been prepared to go over and discuss to see truly where the miscommunication was. When finally feeling defeated and lied to once again I had just wanted to pay, and the balance was not as agreed upon. We had to do a make shift bill and written on a still incorrect bill that we agree. We have came to a settlement in order for me to let go and move on past this. 

  It is still very unprofessional to have staff that are so incapable of explaining things, listening to my concerns, and most of all calling me harrasing.

  I had called once when I got the FIRST ledger (nearly 3 years after the service), I had waited nearly 3 weeks for a call back. Received another bill with a late fee and had asked to speak to the doctor. When **** had called back I had requested to work via email for a paper trail (no foul language no escalations) she had continued to say nothing more is needed to say and I needed to pay the bill, she was hesitant to verify or share an email. After she kept saying there is no reason for an email. I had said if you did not want to share an email I would be going to the BBB to further assist, she had said I was harrassing and she had to go

  An apology would be appreciated for the time wasted and being treated so poorly by ****. She truly brought out the worst in me do to her actions and responses. while i was very patient and simply wanted to review things and clearly was willing to settle simple while she created the escelation.

  I am saddened by the practice of your billing and follow through. I think the work and practice itself is truly amazing, the billing is sketchy and I will no longer be referring friends or family to your practice.

  If you do not plan to review my EOB or offer an apology, We can mark this resolved and both move on with our lives.

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