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:04/29/2024

  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.

  Regarding: ************************, license No. ****************************************************************************** I believe doctor **** did not follow or does not understand ethical coding process. I received services at her office on 12/01/2023 - 12/15/2023 in Torrance Memorial Physician Network in *************, **********. Using my *************** in the network I was told from beginning to end that the services I was provided are covered. My requested preventive visit gets changed to diagnostic visit without my consent which I consider unethical! I believe I have right to be informed ahead of time if services are not covered. I got diagnosed on the first visit with no substantiating tests which is concerning! Please, note that my bloodwork came to be fine but doctor insists that I am severely ill, but I was never told with what I am severely ill.As per Cigna website diagnostic visit is based on the results of preventive care and preventive care comes before diagnostic. I am 43 year old woman who takes care of herself with perfect weight, blood pressure and bloodwork as documented by this physician. Please investigate the coding and billing procedures of the office and doctor **** in particular which I believe are unethical and perhaps insurance fraudulent. Best regards, ***************************

  Business Response

  Date: 05/14/2024

  When the patient presented to the physician on 12/1/2024 she complained of hot flashes and lightheadedness for 3-4 days that week.  She indicated that she was concerned that she could be pregnant.  Since the patient presented with specific symptomatology requesting medical advice, this does not constitute an annual physical examination.  Per CMS guidelines an annual physical examination does not include the review / discussion of a specific medical condition.  Therefore, the patient is in fact responsible for a medical visit charge as this does not fall under her preventative care insurance policy terms.  The patient signed the financial responsibility form acknowledging that she will pay for charges not covered by her insurance.  

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21588757
  
  I am rejecting this response because:

  I feel I was deceived because I came for physical related to intermittent body temperature changes however my visit with provider changed course from being physical fully covered by my insurance to diagnostic visit which turn out to be not covered by my insurance.

  I feel that was deceptive and certainly not explained to me. I am extremely disappointed that presenting with symptoms of temperature variation, check of my vitals and blood work I was diagnosed with something as broad as "flushing" and its costing me $752.40 because I have flushing. It doesn't justify the cost. What does diagnosis "flushing" even mean?

  I signed financial responsibility form for expenses beyond routine annual physical only to be charged for what I feel to be deceptive and unethical communication including fraudulent billing/coding procedure.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/03/2024

  We understand that medical insurance policy terms can be confusing and we are empathetic to the patient's frustration.  However, the clinic notes from that day include for the patient to "please return to the clinic for a physical exam ASAP and to return as directed or return sooner if your condition(s) does not improve."  This is a clear statement to the patient for next steps and that a physical examination was not performed at her visit on 12/1/2023.  Thank you 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21588757
  
  I am rejecting this response because:

  I am frustrated with this doctor and staff. I called for a physical exam I was told several times that I am covered. 
  Again, if this was not physical how am I being diagnosed? 

  Please note that I dont have a condition. I am healthy individual that plays pickleball four times a week and I am volunteering once a week for Hermosa Beach run club. 
  I am prefect weight, blood pressure ratio. All my vitals are fine including bloodwork. Insisting that I have a condition and that I am severely ill is beyond my comprehension and simply is not valid and clearly not correct diagnosis.
  I also specifically asked if I was covered because based on my age and health there is absolutely no need for additional exams or costs. This was a first time routine check up which should be covered with no out of pocket, 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2024

  We have previously responded with the information requested.  

  No further comment is needed

  Thank you 

   

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21588757
  
  I am rejecting this response because:

  Thank you for the response. The response unfortunately does not provide closure regarding the matter/payment demands. 
  Is there anything that can be done on your side to void or request the void of all payments?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2023

  Type:Order 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.

  Torrance Memorial ******************************** refuses to pay *********/****************** bill from 12/26/2022 date of service. The bill is $2856. They made a partial payment of $50. with an outstanding balance of $2806. TMIPA claims contact number is **************. ***** answered on 6/13/3023 and opened a Ref # ******. **** answered on 7/6/2023 and opened a Ref# ******. Each time they asked for a 30 day review period with no results for 8 months. Blue Shield of **********, my insurance carrier has also repeatedly contacted TMIPA with the same lack of results. Next stop is ********** ********** of ******************* at **************. While TMIPA is a terrific group of doctors and we entrust our lives to them, their group billing practices is a throw back to the 1960's and a thumb at the nose to the *************** Act. A loophole in the act allows them to stiff the ambulance companies who are not under contract to the *** health network. This is indeed a crisis of national proportions as HBO/********************* brought to our attention in 2021 with You Tube segment ******************************************* Nothing has changed in 2023, at least in Torrance **********. Hope you can help Better Business Bureau. You were recently successfully helping my daughter having problems with this same medical group. Thank you!

  Business Response

  Date: 09/05/2023

  Thank you for contacting me however I need to provide some clarity. 

  This complaint involves TM*** which is Torrance Memorial Independent Physician Association.  The *** processes all HMO claims for services provided by our physicians who belong to TMPN Torrance Memorial Physician Network.  

  I am your contact for TMPN and am happy to respond to such complaints. 

  Please direct TM*** concerns to ******************************************  I will forward this complaint to ******, but it is also recommended that you reach out directly. 

  Kind Regards

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

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20506937
  
  I am rejecting this response because:

  
  *********,
  
  Thanks for your response, but you havent added any clarity, or paid my bill, so your response is inadequate.  All three of your entities (TMMC, TMIPA, and TMPN) played a roll in my treatment for this accident and all three have contractual obligations toward my *** insurance with Blue Shield of California.  My *** co-pay, verified by BSOC for the ambulance is $250not $2806.  
  
  TMMC played a dirty billing trick by paying just $50 to the ambulance company, while they billed over $60,000.00 to BSOC for my two day hospital stay for observation, having no special procedures or surgeries.  This is kind of outrageous even if the ambulance bill is also outrageous.  Then TMMC has the indecency to say they have changed billing responsibilities between TMMC and TMIPA and TMIPA is responsible to pay the rest.   Upon calling TMIPA repeatedly as documented by their call reference system both BSOC and myself were asked to wait for several 30 day review periods.  No results ever came.  Like a black hole.   Hence resorting to complain at the BBB and the DMHC.
  
  Now the BBB system directs the complainer to file under the name TMPN, which may not be technically correct as both TMMC and TMPN deny having financial responsibility for the *** ambulance claim.   In my opinion all three entities are racketeers and all are culpable and ripe for a joint named lawsuit.   I will re-file my BBB complaint to all three entities if I get nowhere with this and seek to give you all a bad name in the community, with insurance agencies, endowments, benefactors, everything I can think of.   TMMC has lost some of its shine as an esteemed institution through its billing practices, while I did receive good medical care.  Please help me out here and get this resolved as fast as you can.  Thank you ********* and ****** (******************************************),
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/02/2023

  Upon review by Torrance Memorial ************** (TMMC), Torrance Memorial Physician Network (TMPN) and Torrance Memorial ***, the patient's issue is specific to payment made on an ambulance service that was provided to him.  

  TMMC and TMPN do not have any control over the payment of services.  Payment is issued either by the *** or by the patient's insurance based on the division of financial responsibility as defined by the patient's policy and benefit specificity.  I believe *********************************, TM*** VP of ************ Operations has already responded to the patient's concerns, so no further information is available.  

  Customer Answer

  Date: 10/09/2023

   
  Better Business Bureau:
  
  The business has responded to complaint ID ********.  They actually paid the bill !  Thank you for providing this mechanism to hold them accountable to the community. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  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 received a statement dated 03/14/2023 for services provided on 07/23/21. How could I be billed for a doctor's *********** that happened so long ago that I barely remember it? After an hour and fifteen minutes of finger-pointing and the blame being passed from the billing department at Torrance Memorial Physician Network to my prior insurance company and back again, TMPN agreed to adjust the bill to zero. At one point a representative told me that they had sent a statement every single month since July 2021 regarding this balance. When I asked her about the mailing practices and why I had not received a single one until March 2023, she then put me on hold. When she came back on the line she said that the bill would be adjusted to zero.My hope is that TMPN changes their either purposefully predatory or grossly incompetent billing practices. I have not used their services in over two years and I should not be receiving bills from them. TMPN should cease contacting me and cease billing me.

• Initial Complaint

  Date:12/28/2022

  Type:Product 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.

  11/1/2021: Made appointment for annual FREE visit because of new health insurance. Issue 1: Was asked to get blood test even though I had a two months old blood test from ****** Permanente (old health insurance). Therefore, I had to pay $55.54 even though this blood test is routinely done once a year and there is no reason to assume that ****** Permanente can't do a blood test. My assumption is that this particular doctor gets some kick back from the lab.Issue 2: I received a bill for the visit as it was not coded as the annual free visit but something else. The bill stated that $70.80 was paid by insurance and I have to pay $169.20. I paid to avoid any drama but also contacted the medical office several time to correct the billing and to be refunded. I was given contradictory information of what they claimed happened at the doctor visit, ranging from depression check (ridiculous) to exams of either my heel or my elbow - depending on what day I called. I repeatedly ask for a "diagnosis" as they claimed they examined my elbow/heel - so they should have some conclusion on that but I was NEVER given any diagnosis or result. They can't as these "exams" are made up.Issue 3: As retaliation of my request to correct their billing codes, the codes were changed and now I owe them an additional $70.80. I was never given any information of what they now claim to have happened. I never received a bill for the $70.80 but ONLY a letter from the collection agency in October 2022. A year after the actual visit they just went ahead and changed their billing codes. What is next? In 6 months they charge for something else that never occurred? It is obvious that Torrance Memorial just makes up charges as they feel like and bill whatever they want without providing any evidence (results) of their made-up claims. Sadly, my health insurance ************* care has called the, didn't get an answer, and otherwise could not be bothered to follow up on it.

• Initial Complaint

  Date:05/31/2022

  Type:Billing 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.

  During my Wellness visit which is covered by Medicare, doctor asked if I was still having neck pain, and refilled my prescription as a result. I then received a bill for $143.61, the remainder of the $231 billed to Medicare for that question and answer. Complaint is twofold: 1. Patient should have been informed that this inquiry and response by physician was outside of the scope of that appointment. 2. When I called their billing department to request to speak to someone about this issue, ***** told me she could not give me any other persons name or contact information. Surely, there must be someone in a supervisory capacity I could speak with. Very frustrating, and shows a lack of empathy.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/22) */ To ensure patient privacy and compliance with HIPPA, Torrance Memorial Physician Network cannot confirm whether or not this individual is a Torrance Memorial Physician Network patient. However, Torrance Memorial Physician Network encourages those who have questions/concerns to reach out directly so we may address any questions/concerns via the following number: **************.