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:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hello,I called pro healthcare to asked for the cost of an MRI. I told them I wanted to be an informed consumer and shop around prior to scheduling my MRI. I was told the cost was $700. I confirmed that $700 was the cost that was to be billed to Insurance. I was told yes.With that information, I scheduled my MRI.I got my bill, and the cost was $1,500.I called the billing department to tell them I asked for the cost ahead of time to make sure I did t have any surprise medical bills. I was told that when I called, I was told the wrong information and its $1,500. I told the billing *** I actually called twice, on two different days, once saying I had insurance and the next day saying I didnt, and was told the cost was $700 both times. The *** told me I understood the information wrong and the cost is $1,500.I tried contacting the patient advocate at Pro Health and my message to them was not accepted. consumers cannot be treated this way. I did everything I was supposed to to be an informed consumer. People who are trying to do the right thing and be informed consumers should not be robbed this way.The resolution I seek is to pay $322 for my MRI, not $690 I was told the amount that would be billed to my insurance would be $700. After my insurance covers the contracted 50% I would owe about $322. ******* ********* ************ ***************************

  Business Response

  Date: 01/17/2025

  HELLO- AFTER RESEARCHING MR. ********* ACCOUNT WE HAVE NO RECORD OF HER CONTACT ORTHOPAEDIC ASSOCIATES OF WISCONSIN FOR A MRI QUOTE.  PER THIS COMPLAINT PATIENT STATED SHE CONTACT PROHEALTH CARE.  WE ARE NOT PROHEALTH CARE.  WE ARE A SEPERATE PRIVATE ORTHOPAEDIC PRACTICE WHO BILLS OUT OUR OWN CHARGES, UNDER OUR OWN TAX ID# AND WE HAVE OUR OWN INSURANCE CONTRACTS.  THE BILLING FOR HER MRI WHICH WAS DONE AT OUR OAW MRI WAS DONE BY OAW.  THE ONLY AFFILIATION WE HAVE WITH PROHEALTH CARE IS WE USE THEIR EPIC BILLING SYSTEM AND THEIR RADIOLOGISTS READ OUR MRI.  

  PROHEALTH CARE SHOULD HAVE ASKED MORE QUESTION AS TO WHERE THE PATIENT WAS HAVING HER MRI DONE AT BEFORE GIVING HER A QUOTE.

  I HAVE LEFT A VOICEMESSAGE FOR MS. ********* REGARDING THIS MATTER.

  THANK YOU-

  **** ******

  BUSINESS OFFICE MANAGER

  ORTHOPAEDIC ASSOCIATES OF WISCONSIN

  ************ 

  Customer Answer

  Date: 01/21/2025

  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.
  
  Hello, In my original complaint I made an error and said I called pro healthcare. I did not call pro health, I called the Orthopedic Associates of Wisconsin (OAW) at the *** phone number that was given to me on 10.25.24.  My apologies for not using the correct name of Orthopedic Associates of Wisconsin (OAW).  I used the wrong name.  with all the healthcare conglomerates out there these days it is hard to keep track. *** is the business I called. I did not call pro healthcare. On 10.25.24 I had an appointment with PA *****. At that visit, she told me I needed an *** and gave me a OAW business card that said "***" on it. It also had two address on it, one in ********** and one in ******** and a phone number  - ************. It also listed business hours of Mon-Thurs 7a-4p and Friday 7a-3p. It also said there are no *** services at the ********* location and informed that they are closed on major holidays and that hours are subject to change.  I was told to call the number on the business card to schedule an ***. That is the number I called to ask what the cost of an *** was. My attached call logs from my cell phone prove this as you can see on the attached records that I called OAW 4 times on 10.25.24 and 6 times on 10.28.24. The number I dialed on those days was ************.   I was going on vacation to *********** (PR) from October 29 - November 5 and a co worker of mine who lived in PR for 20 years said ***s cost $500 in **. I wanted to call to ask the price of an *** prior to leaving for vacation because I was ready to have my *** done in PR if it was too expensive to have it done here.  On 10.25.24, as stated above I called OAW at ************ (the number that was on the business card and the number that is shown on my call log) to ask about the cost of ***.  On 10.28.24 I called OAW again at ************ (the number that was on the business card and the number that is shown in my call log). I was given the information that an *** cost (I verified that I wanted to know the cost that was billed to insurance) was $700.  I thought $700 was an ok price to pay to have the *** done here vs. the $500 it cost in PR.  It is a reasonable expectation for a consumer to call a phone number that was given to her and expect accurate information to be given.  OAW is welcome to view their call logs as well to see that phone calls with me occurred on 10.25.24 and 10.28.24 regarding the cost of *** (I welcome OAW to pull their phone records and look for calls from ************ on the following dates/times:  10.25.24 12:36pm, 10.25.24 1:52pm, 10.25.24 2:18pm, 10.25.24 3:15pm, 10.28.24 11:19am, 10.28.24 11:30am, 10.28.24 12:33pm, 10.28.24 12:34pm 10.28.24 1:46pm,  10.28.24 1:58pm.)   I am not looking to get out of paying a bill. I am ready to pay my portion of the $700 (not $1500) that should have been billed to insurance.   Had the business actually done their due diligence in seeing if they have call logs from me - instead of just trying to quickly get this  claim "over with" -  they would have found that, indeed, I did call them to ask the price of ***.  I hope that they have recorded the calls as well as the recorded call will have me asking what the price of *** is, be being told $700, then me asking, no, what is the cost that you bill insurance because I know that when people have insurance you bill insurance more than someone without. You will hear *** respond to that with "we don't do that ma'am and the cost that is billed to insurance is $700) 
  It bothers me greatly that the business didn't even take the time to see if they have call logs from me. this just makes matters worse. not only do you blatantly lie to your customers, you also don't even do any research when we call with concerns!  Clearly you did not look for call logs from my number. if you did, you would have seen the same history that I have documented here in the attachments. 
  Regards,
  
  ******* *********