ComplaintsforColorado Springs Urological Associates, LLC
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Complaint Details
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Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 1/17/2023 we paid in full our balance for a medical procedure that insurance was not used for the amount was ******. Several months later we were told that our payment via our HSA did not go through and were told we would need to make the payment and seek a refund from the HSA provider. We did ultimately do this. Now 9 months later Colorado Springs Urological Associates recognized they have made a mistake and they were indeed double paid. CSUA has admitted fault but we have not issued the refund. Our Primary point of contact was *****************************. ******* has claimed everything from wire transfers have been processed to checks issued. At this point I fear that she may have even stolen the money as I don't see how it's possible for a medical office to be this incompetent. I am seeking the refund of ****** for the overpayment, as well as statutory interest for the 9 months they have wrongly kept my money. Statutory interest is appoximately $46 as of 10/28.Business response
11/02/2023
Due to a variety of reasons (clerical error, miscommunication with the individual's HSA provider, as well as a wire transfer being rejected by the individual's bank), we failed to issue the refund in a timely manner. Such refund has now been issued and received by the individual's bank as of 11-1-23. This was a mistake on our part and not due to any bad intent on the part of the billing representative or the practice. Going forward we are putting in place a new process to escalate patient refunds to practice management as well as make the refund process more efficient and less frustrating for patients. We sincerely apologize for the inconvenience caused.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.