ComplaintsforCare One of Florida

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible customer service. Refused to bill our insurance provider for services I had already confirmed were covered under our plan. They are listed as an in network provider but would not file the claim. When we asked them to call and verify coverage with the provider they refused. They were rude to my son at the office and rude to me on the phone as well, leaving me with words in my mouth and slamming the phone in my ear.

  Business response

  01/22/2024

  I apologize you had a negative experience.  I would appreciate it if you could provide some additional information to help me investigate what happened.

  1. What location were you seen at?   

  2. Was it you or your son being seen? 

  3. Were you seen or did you decide to leave?

  4. What date were you there? 

  5. What were the services we refused to bill the insurance for?  

  6. Who is the health insurance company?

  If you are uncomfortable disclosing any of this information on the BBB I understand.  Any of it would help.  Any employee names you may remember would also be helpful.  Sorry again for the poor experience.

   

  Sincerely,

  *************************

  Customer response

  01/22/2024

   
  Complaint: 21170799
  
  I am providing additional information requested by the business. 
  1. Location- *****************

  2. My son

  3. He left and was not seen. 
  4. He was there Friday 1/19/24

  5. He needed a physical and bloodwork for a series of vaccine titers as well as a flu shot and TB test. (All for the *** program at PHSC)

  6. We have BCBS HMO open access plan. I called and verified that your faculty was an in network provider. They told me that those services would be covered under our plan. Your staff refused to even try to verify with the insurance. I understand if this is an office policy on your part to not accept insurance for these services. My issue was with the customer service provided. They were rude and uncaring. I have seen other reviews regarding this type of problem with your staff online. Maybe they would benefit from some in-house sensitivity training. 
  Sincerely,
  
  *********************************

  Customer response

  02/14/2024

  I am not releasing my medical history for this complaint. We were not even seen by the practice.  I will leave it at that, a complaint against the staff that was working there on that date. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to pay my bill and i was told what I already knew, $15 dollar copay. Then one of the nurses who I kept bothering because I had a 10 o'clock reservation and other people were being seen before, said no, she has to meet her deductable. I told them that I did not have a deductable and that I always pay $15 copay. And she kept insisting. SO I paid and aske that if they were wrong that they send me refund immediately. Well the next day i checked with my insurance and I was right and they called the office and told the ladies at the front desk. they said I would get a check in about a month. that was not good enough, because I know it was deliberate. I talked to a billing supervisor **** that said I should get a check in a few days. it has been over a week. I called **** yesterday and he said he was not sure if they checked was signed and he would check and call me that evening. he never did. money is tight and i need that to pay a bill.

  Business response

  03/06/2023

  We did not deliberately overcharge *****************  Her insurance showed the deductible had to be met.  If you can send a signed HIPPA statement from **************** allowing us to disclose more information I will gladly give a more detailed explanation and attach documents.

  Thank you,

  *************************

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: My insurance company called them and told them I had a 15$ copay.  This is the person I spoke to and reference# ***** ref#t202345590824  care consulting ****  ************ phone
  
  Sincerely,
  
  *************************

  Business response

  03/09/2023

  That *** be true, but the information we were given by the insurance showed the deductible applied.  Have you received an authorization from **************** for us to release information?

  Business response

  03/09/2023

  This response was taken verbally by the BBB:

  At this time we have spoken with the consumer and has addressed the over payment and this has been resolved. 

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  My insurance company called them and told them I had a 15$ copay.  This is the person I spoke to and reference# ***** ref#t202345590824  care consulting ****  ************ phone

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

  Business response

  03/10/2023

  Again, this we did not deliberately overcharge *****************  I cannot go into further detail or provide documentation without a consent to release information.  Has the Better Business Bureau received one from **************** yet?

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: Again, until I receive my refund check I will not accept responde.
  
  Sincerely,
  
  *************************

  Business response

  03/21/2023

   

  If we do not receive a consent to release information I am requesting this case be closed and removed from the BBB.   The BBB is not conducting an adequate investigation into this complaint.  Instead they are letting the complainant say whatever she wants and we are unable to respond because the information we need to disclose is protected unless the complainant gives us consent to release information.  It is a biased investigation.

   

  Thank you for your assistance with this issue.

   

   

  Sincerely,

   

  *************************,

  Care One of Florida

  Business response

  03/24/2023

  Yes. I would like my last response to be removed and replaced with the consumer received a refund. 

   

  Also, does the BBB accept all consumer complaints against all businesses no matter what? 

   

  Thank you,

   

   

  *************************

  Care One of Florida

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Care One Walk in Clinic on Cortez Blvd in Brooksville for treatment on 5-4-2022. I was placed in a room and Edward S. APRN came in. We spoke about my sinus issues and nerve pain causing a headache. He asked me what antibiotics could take, as I have many allergies. I told him he then decided to prescribe me something different even though makes me sick he says is not a allergy. Then I asked what could do about the pain. I just wanted to know if anything could do. I am allergic to NSAIDS so he said would not give me anything. He said I could get HEROIN. I was in shocked for a health care provider to tell me to take heroin. He left as could not find anything to say at that point. I had to wait for the nurse to come in so could pay. She asked me if I was ok, I told her no and explained the problem. She took my payment and then said the doctor overseeing the APRN would be in. Instead she and another nurse came in with Edward S. Edward S. APRN proceeded to say he was just joking. How is it a joke to tell the patient to take heroin. How is it possible that Care one did not care that he is telling there patients to take heroin. So opioids are bad but heroin is ok. I left there with having to go somewhere else to get help. I was prescribed medicine that would make me sick on top of the other issues. I am asking for them to refund my payment as I was not given proper treatment. On my paper work it said I had mild pain. I told him how bad my pain was. If pain was mild why would he tell me to take heroin. I am at a lose at this is how Care One is treating patients.

  Business response

  06/28/2022

  Business Response /* (1000, 17, 2022/06/20) */ Contact Name and Title: Troy C. Contact Phone: 3525565216 Contact Email: *********@careoneofflorida.com We are sorry you had a poor experience at our clinic. However, treatment was provided for the complaint and a refund will not be issued. Consumer Response /* (3000, 19, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive proper treatment. Gave me medicine could not take. Did not care. Should not advice patient to take heroin. I had to go somewhere else to receive treatment. Business Response /* (4000, 21, 2022/06/23) */ A legal medication not listed as an allergy was prescribed, so we will not be issuing a refund. Sorry again you had a poor experience.

*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. ↩