Complaints

This profile includes complaints for OrthoArizona's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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OrthoArizona has 28 locations, listed below.

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• 

  OrthoArizona

  3033 N 44th St Ste 360 Phoenix, AZ 85018-7276

• 

  OrthoArizona

  3133 E Camelback Rd Ste 245 Phoenix, AZ 85016-4546

• 

  OrthoArizona

  28230 N Tatum Blvd Ste C4 Cave Creek, AZ 85331-6342

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  OrthoArizona

  7225 W Harrison St Chandler, AZ 85226-1513

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  OrthoArizona

  16838 E Palisades Blvd Ste C152 Fountain Hills, AZ 85268-3790

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:03/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was referred to OrthoArizona for the removal of a small cancerous growth from my hand. A preliminary exam occurred on 1/16/25, for which I was later billed for an insurance deductible of $233. I scheduled the surgery on 2/28/25, and also scheduled a day off work. To my surprise, the company demanded a pre-payment for the surgery of $1607, only 11 days before the surgery itself, based only on their own estimate of the insurance deductible, with no alternatives given. I could not afford this pre-payment, and had to cancel the surgery, believing that I had no other options. The company did not advise me at the time of the preliminary exam that a pre-payment was coming, nor that I was not legally required to pay it. Medical pre-payments are also unjustified because of the possibility of malpractice; billing should after, not before, all procedures. Despite this deceitfult behavior, the company refused my request to void the bill for the preliminary exam, and claimed that it was my responsibility to know options about things like their own payment plan before I cancelled. I am now left in a situation where I must seek another company for the cancer surgery, and OrthoArizona is still demanding that I pay for the preliminary exam. This is absurd. I have never experienced such shoddy and duplicitous business practices, and have also filed a complaint against the doctor involved, ***** *******, under whose aegis this occurred, with the *************************. After my cancellation, I noticed that there were literally dozens of negative reviews from Yelp and other sources about OthoArizona and their billing practices on the web, with some saying "avoid at all costs." The BBB should be aware of these. I believe that this company should lose whatever accreditation that it has. I want them to void the bill for the $233 and to reimburse me $160 for the day I lost from work due to the scheduled surgery, which did not occur.

• Initial Complaint

  Date:12/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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'm on Accchs. Ortho AZ. They are denying seeing me because apparently in 2018 I had a balance of $50. By know, that would be written off. Anyway talked to ******** ***** who just billing mgr. I asked for regional VP, all

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Re: Dr ******* ******* MD PERFORMED LUMBAR FUSION BUT NEVER CHECKED FOR BONE CONDITION PRIOR. Placed hardwear which promptly became dislodged so he removed it. He is always the one talking and doesnt listen. He praises himself and appears to resent patient questions. He is DANGEROUS the internet contains very negative reviews. His physician assistant *** touched the incision with contaminated gloves(she slipped of of her stool and had to touch the floor and without washing her hands and using clean gloves, she ran her hand on the incision. That after entering the exam room with her scrubs on inside out. What ever happened to aseptic technique? These two bare watching.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This office makes it impossible to get care and if in a remote chance that I can get an appointment they totally mess it up. I have been waiting for 6 weeks. And the lady in the phone was a total b**** They ****** up. Nerve damage in my neck is something that is no big deal to them.

• Initial Complaint

  Date:04/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  My som was seen 3/6/24 and I am a little confused on what I got a bill of $350 from this place saying final notice. I didnt get any prior notices until the one today. Also this office has a partnership with my sons school who the school highly recommends them to be seen ant that office and its supposed to be for $100 for the students. But yet they charged me $350. I could have taken my son to his regular doctor where I had insurance that covered it. The visit was supposed to be for $100 for students.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Went to ******************************** on 07/24/2023 for foot issue. I had several exams and scans incl MRI. Insurance covered it. Was given options on results surgery or temp fix foot inserts. assured me several times were covered by insurance even had authorization record. had them made. several months later got bill for $1200. when i questioned they said there staff made and error and now I am responsible. After further talks they said they would accept the cost a person without insurance will pay. ******. Told them to send **** stating the new charges. they will not and keep sending me the amount they charge insurance. do not trust them. they are harassing me and threaten to turn over to collections. they are trying to extort money from me for their error. see attached documentation. I am elderly and still have to work to survive. Thank you for your time.

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  OrthoAZ (******** Village) has been billing me incorrectly for over a year. I have spent hours and hours trying to get them to correct it and they only partially correct it and then go back to billing me incorrectly. I have on several occasions provided them with the correct information from my insurance company and have had my insurance company also talk to them several times. I have repeatedly asked for a manager from their billing department to contact me and so far I have never heard from them. They have put my physical therapy on hold even though I have paid everything I owe. No one in their offices has any control over their billing department and even the doctors won't do anything. The therapist and the therapy staff are wonderful, but it is a shame that no one cares to take care of incorrect billing. Their billing department is rude and refuses to let me speak to someone higher up. They haven't even given me an updated bill from the corrections they have made, so I can look at it and try and get the rest of it corrected.

• Initial Complaint

  Date:12/13/2023

  Type:Order 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 visited OrthoArizonas Mesa location approximately two years ago and paid everything in full at the time. Suddenly, two years later, I get a surprise bill for approximately $32 with a threat that Ill be referred to collections if I dont pay immediately. I paid everything two years ago. It is not right that this business waits two years to suddenly tack on $32 and a threatening letter. I demand this charge be waived.

• Initial Complaint

  Date:11/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Earlier this year I had a few physical therapy appointments with OrtoArizona. On one of them, from 13 March 2023, the following occurred: 1. I did not receive manual therapy as I should have, and for which I was billed.2. My overall appointment time was slashed in half: first, I was let in late by the staff, as they were busy. Secondly, I was let out much earlier than the planned time. I was supposed to be there between one and one and a half hours, however, I was only there for about 35 minutes.This particular appointment was done by another physical therapist, who was a one-time replacement for my primary one. Nevertheless, OrthoArizona billed me full price for this physical therapy appointment as they did for the rest of them. My primary physical therapist, A.R., confirmed with me on the phone that this was unacceptable, and promised me that this will be taken care of one way or another. He also said he felt responsible as this particular physical therapist was working there under his supervision. ******, he also said that even if or ******* does not take care of it, he would personally will find a way to resolve my valid concern. As this never happened, I left him two messages, no response. I spoke with billing at least twice and attempted to dispute the charges for that particular service. The billing department said that disputing the bill should occur with the physical therapist office and his manager, who were already aware of the situation. So I requested again to speak with them. Still, no resolution. No one calls back. I was inappropriately, falsely, and unethically charged for this particular service. My insurance company was billed for services that were not performed. All I am requesting as a patient is to be charged for the services provided for that day, and for the time that was spent for my appointment.

  Business Response

  Date: 12/01/2023

  Hello OrthoArizona Response 

  Our lead therapist over this site called the patient and discuss with him what manual therapy was and discussed different treatment options for him. Per the Lead therapist the patient understood his treatment options. Contact information was exchanged . Per the patient therapist he did receive manual therapy during his visits. 

   

  Thank you 

  *******************;

  Director of Quality, Compliance and Medical Staff Services. 

  Customer Answer

  Date: 12/06/2023

  I find this response vague, not accurate and truthful:

  1. No therapist has called me back to discuss. Infact, I left 2 messages to the main therapist and never heard back from him. In addition, I reported the case to billing department and requested to speak with the therapist or hist supervisor. Billing department said that they would forward my request. Still, no response from the therapist or his supervisor to this date.

  2. My concern was clearly and specifically about one of the appointments that occurred on 13March2023: on that particular appointment no manual therapy was done and my time in the office was cut in half. Still, the office charged me and billed my insurance company for a full appointment with manual therapy included, a service that was not provided on that particular date. A complaint has been filed with the insurance company as well.

  3. When I initially reported the case to my lead therapist: he confirmed that what happed on that particular date was unacceptable and that he would make sure that either he or OrthoArizona would fix the situation. He never followed through on his promise. As a side note, I met with 3 different therapists on 3 consecutive appointments!

  Apparently, the business failed to address my concern. Instead, a general comment was made. 

   

• Initial Complaint

  Date:06/28/2023

  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.

  On December 28, 2022, I visited the South ******* OrthoArizona office to receive treatment for arthritis in my hands. Numerous x-rays were taken and the doctor discussed the diagnosis of arthritis. No other treatment was given. I later received a bill for which 2 items were listed that were never performed/received: Arthrocentesis, aspiration and/or injection; small $146.00 and Injection Methylprednesolone acetate 20 mg $15.00. I never received an injection and I contacted OrthoArizona to resolve a total of 3 times attempting to get these charges removed. Billing stated my medical records indicated I received this treatment and they would review. I also reported these charges as fraudulent to my health insurance and was told an investigation would be initiated. Later, a representative from ******** contacted me to advise the investigation was completed and OrthoArizona had these charges in my records so nothing could be done. This is unacceptable. Perhaps it is merely a case of gross incompetence with no criminal intent but I refuse to accept that I must pay for something I did not receive. I did pay the entire remaining balance to avoid collections, however, I want OrthoArizona to correct their statement and refund any charges due. I attached a copy of the bill indicating these charges for treatment I did not receive.

  Business Response

  Date: 07/03/2023

  We take patient concerns seriously and have investigated this complaint. Our investigation revealed care, treatment, and billing of services was appropriate. We appreciate the opportunity to address these concerns.
  

  Customer Answer

  Date: 07/03/2023

  I absolutely would have remembered receiving injections into my hand(s). I understand mistakes can be made in the coding/billing practices, however, what I cannot accept is OrthoArizonas refusal to thoroughly review this matter. I was informed that the physician who treated me is no longer with this business. While intentional insurance fraud is a possibility, this matter is likely one due to incompetence. Nonetheless, the refusal to accurately adjust my treatment/billing and charge a procedure not received to my insurance company is inexcusable.