Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was referred to FL Cancer in the *********************. While I was there I had blood sample taken and it was processed by Quest Diagnostics (in their office) on 11/29/2022. I completed the visit and later received a bill from Quest Diagnostic for $1700. I contacted my **************** who advised me to contact FL Cancer as the referral had been incorrectly coded. I spoke with a *********************** who initially told me that he would correct the issue and I heard nothing from him despite several phone calls and email requests, now I was starting to receive calls from collection agencies regarding this . I then reached out again and spoke to ********************* who then said that she would take care of it and get the issue resolved, again nothing, and . So further calls and emails went unanswered. My husband called their billing department on 2/16/24 and spoke with ******************************* and gave her the information and told her what the issue was and she said she would take care of it. ******* called me back and told me that because they had caused the issue that FL Cancer was going to pay Quest and "eat the cost". I spoke to her a couple of weeks later and asked if it had been paid and she said they were still working on getting it paid. I was getting more and more collection calls for the unpaid bill. To date I have received over ******************************************************** the last 6 months. I have sent multiple emails asking about this and nobody will answer any emails and I have retained these emails. I ask that they honor their commitment and resolve this billing issue with Quest Diagnostics. They have a copy of the outstanding invoice so there's no excuse for not having the information. The constant collection calls is taking a toll on my health and mental wellbeing and I just can't keep doing this. Quest have told me that they will not work on ANY lab work until this bill is paid in full, and given my health I need to be able to get bloodwork done when needed.
Business response
06/21/2024
Please refer to attachment above, Respond to Complaint.Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a first appointment with Dr ******************** in the ***** Florida office in October 2023. Within the first 5 minutes of seeing the doctor, he was verbally abusive and condescending and said all the doctors I saw before him for breast cancer were incompetent and running through fraudulent insurance claims. I was outraged how I was being treated by him and left the office immediately. I filed a grievance about this doctor with ****** in the corporate office of Florida Cancer Specialists. I am still being billed for a $25 copay after all I went through and this doctor submitted a claim to ******** for an examination and visit that did not happen. I WILL FILE A CLAIM AGAINST THIS PROVIDER AND DOCTOR WITH ******** AND I AM NOT PAYING THIS COPAY.Business response
02/29/2024
February 26, 2024
Better Business Bureau of West Florida, Inc.
ATTN: *********************************
Trade Practice Specialist
RE: Complaint ID: ********
Dear ************************:
We have reviewed the grievance filed by our patient, Complaint ID: ********, date submitted February 20, 2024, and have identified the following facts through our investigation process:
Post Ms. ******* appointment on October 18, 2023, **************** contacted FCS corporate to complain about her office visit with **********************. On October 19,2023, **************** called again to further discuss her concerns regarding ********************* and her new patient appointment on October 18th, and was offered a transfer to another provider, however, declined. In addition, she stated she refused to pay any bill she would receive in relation to her appointment on October 18, 2023, due to her experience. On February 26, 2024,Florida Cancer Specialists waived the $25 copay as a courtesy.
If you have any further questions, please do not hesitate to call me at *************.
Sincerely,
***************************
Patient Experience Advocate
*************************Initial Complaint
08/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 6/12/2023 a $50.00 co pay was collected when we were out of pocket but the employee insisted on a payment and advised me that we would receive a refund if it was found to be an overpayment. I contacted ** cancer Center ****** on 6/21/2023 and 7/11/2023 checking on the status of two over charges and per the employee there was still no refund generated yet. I emailed ** Cancer center on 7/11/2023 with no response to date. During an office visit on 8/23/2023 I spoke to an employee inquiring again about the refund status and still have not received a call back or resolution. Called the billing supervisor ***** on 8/29/2023 and she said there is still a pending issue and will have to get back to me.Business response
09/06/2023
September 6, 2023
BBB
2655 ************************
**********, ** 33759
To Whom it May ************************ have reviewed the grievance filed by our patient, Complaint ID: ********, date filed: 8/31/2023, and have identified the following facts through our investigation process:
I have been informed this refund has been in process but was delayed due to posting issues. As of August 31, 2023, a refund is being processed in the amount of $94.32. The ****************** Manager has requested the refunds department expedite this refund. Please allow ample time for the refund to be posted and mailed to the patient.
If you have any further questions, please do not hesitate to call me at ***********************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementCustomer response
09/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
08/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Have made numerous attempts for refund. Today said I would be down to get refund check and was turned away.Will complaint report to Federal trade commission as this has gone on since March 2023!Business response
08/14/2023
August 14, 2023
BBB
2655 ************************
**********, ** 33759
To Whom it May ************************ have reviewed the grievance filed by our patient, Complaint ID: ********, date filed: 8/07/2023, and have identified the following facts through our investigation process:
On August 7, 2023, the patient contacted the ********* Cancer Center location regarding a refund. The patient informed the Office Manager a refund was being requested from an overpayment in March 2023. As of August 9, 2023, the ****************** Manager and billing department worked to review the request and have approved the refund in the amount of $728.48. On this date, a refund check was logged to be issued by Florida Cancer Specialist (FCS). Please allow ample time, for the check to be processed and mailed to the patient.
If you have any further questions, please do not hesitate to call me at *************************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementCustomer response
08/16/2023
Complaint: 20432673
I am rejecting this response because:No refund check received; "ample time" has long passed.
Opened complaint for getting the runaround.
Please be more specific on refund date with a tracking number.
Been waiting for refund since March!
Sincerely,
*************************Initial Complaint
07/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I saw ***************** in Sept 2022 right after I had a stroke. My issue is with billing. This company had me sign an ABN waiver, which gives them the right to run any tests on me they want without taking into consideration if my insurance covers it. Let me first say, I just had a stroke and got out of the hospital. I was also on heavy painkillers because my knee had a hematoma due to the stroke meds so I was in no place to be signing anything and they knew that! They had me sign this waiver form in lieu of checking with my insurance carrier and just letting me know what is covered. MOST ethical practices check with insurance and let you know what is covered BEFORE running up hundreds or thousands of $ in costs that will not be covered by insurance. They might be lawfully correct, but also maybe not, especially if Im in no mental position to sign something like that. They couldve easily verbally told me any of this, but they did not. What they did MAY be low fuel, but is 100% unethical and deceptive. One can only formulate the opinion that this company doesnt care about their patients based on them knowingly doing this to their patients. Also, my complaint is for 2 blood tests that were considered investigatory thus not covered. The resolution for me would be for FCS to own up and pay these 2 bills of $514.53, which they shouldve made me aware of before the tests were done so I couldve then determined if I wanted to proceed with them.Business response
07/14/2023
Tell us whJuly 14, 2023
Better Business Bureau
2655 ************************
**********, ** 33759
To Whom it May ************************ have reviewed the grievance filed by our patient, Complaint ID: ********, date filed, July 11, 2023, and have identified the following facts through our investigation process:
Upon review of patient's account, laboratory test for date of service, September 14, 2022, were requested by Florida Cancer Specialist (FCS), to be performed at Quest Diagnostics. Quest billed for services per patients insurance plan. I have been advised when the patient filled out and signed the new patient paperwork, in addition to signing ABN, the patient was made aware of what was ordered and to what laboratory the sample would be sent to per the patients insurance plan. An FCS ****************** Manager reviewed and investigated the patients billing concern. On July 11, 2023, the patient was contacted and advised FCS would not write off or pay the remaining balance of $514.53 to Quest Diagnostic. Please contact Quest to set up a payment arrangement, if needed.
If you have any further questions, please do not hesitate to call me at *************************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementCustomer response
07/15/2023
Complaint: 20305996
I am rejecting this response because:There is nothing new that was provided in their response and it was clear that Florida Cancer Specialists didnt even care to respond to my core complaints as well as offered zero resolution.
Sincerely,
*****************************Business response
07/21/2023
July 19, 2023
Better Business Bureau
2655 ************************
**********, ** 33759
To Whom it May ************************ have reviewed the grievance filed by our patient, Complaint ID: ********, date filed, July 11, 2023, and have identified the following facts through our investigation process:
Upon review of patient's account, laboratory test for date of service, September 14, 2022, ordered by Florida Cancer Specialist (FCS) provider, which is standard to evaluate the patients diagnosis, were to be performed at Quest Diagnostics. Quest billed for services per patients insurance plan. I have been advised the patient was release from the hospital on September 6, 2022. The patient was scheduled for an appointment and saw ****************** on September 13, 2022. During this appointment, ****************** assessed the patient and noted From the neurological point of view he is back to normal. The patient was asked to sign an Advance Beneficiary Notice (***) on September 13, 2022. The *** document states Your doctor independently determines your healthcare needs and has ordered laboratory testing that he or she considers medically necessary. Based upon the information provided by your ordering doctor, the testing listed below is either unlikely to be considered medical necessary or is subject to a frequency limitation by your health plan. Therefore, your health plan *** not pay for all the test ordered, which *** increase your financial out-of-pocket responsibility. The tests that were ordered and completed requiring the signed *** was ***************** Mutation Analysis and Prothrombin (Factor II) *****g A Mutation Analysis. The total for these tests, if not covered, was $514.53. An FCS ****************** Manager reviewed, investigated the patients billing concern, and on July 11, 2023, the patient was advised that FCS would not write off or pay the remaining balance of $514.53 to Quest Diagnostic. Patient will need to please contact Quest to set up a payment arrangement, if needed.
If you have any further questions, please do not hesitate to call me at *************************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementCustomer response
07/21/2023
Complaint:Im rejecting this. I dont need to restate anything further.
Sincerely,
*****************************Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was in on 1-26-23 and saw ************** and he did quite a bit of blood work to find out why I am having blood clots. At that time, I was never told that some of the tests would not be covered by my insurance. As a provider who does numerous blood testing should know what blood tests are covered. ******** does not even pay for these tests that were ran. So, if ******** does not pay for them certainly no other insurance is going to pay for them. Most insurance follow ******** guidelines. Now I have a $514.53 balance with Quest. I believe you should be responsible for paying this bill since I had no idea that some of the blood work was not covered. If I was told at the time of service that it was not going to be covered, I would have never had these tests done. I cannot afford to pay for these tests, and I believe as a provider who does these tests often you should have made me aware of this. On 5/18/2023 I received a message from ************************* stating I needed to sign an appeal form to send Quest the correct diagnosis. I left messages on her voice mail for 2 wks. straight with no return call. Ive since then spoken with numerous people, 5 to be exact, (*********************** ****** ******- billing ****** *******- pt. financial coordinator, Antanise- manager, ******- ************** nurse) and some have all emailed ****** or sent a message to get someone to help me but that obviously has not happened. On 6-20-23 I requested a manager, ********, to call me and I did not hear from her so I called back on 6-26-23 and spoke to her and she said the only thing she could do was to send a message to ************* nurse and have her call me. On 6-29-23 I did speak with ************** nurse ******, she asked me to email her my Quest bill and she was sending a message to the billing ***** to change the diagnosis code and to get in touch with Quest. She asked that I call her on Monday 7-3-23 for an update. I called ****** on 7-6-23 for an update and was told by someone in the call center that she needed to call Quest and that she would call me back. I ask that I receive a call by the end of day Friday 7-7-23. Here it is 7-10-23 and I have not heard from ******. I will be writing a review on your site and any other site I can. I will also be contacting the Better Business Bureau to see if the can help me resolve this issue. I can definitely say that I will not be returning to your office. The fact that I cannot get anyone to help me or return my calls is ridiculous. I work in the billing **** of a medical office, and I can say that this situation would never happen. On 6-6-23 I spoke to Quest and was told that they sent a request for a corrected diagnosis code. On 7-6-23 I spoke with Quest again and requested that they resend the request again. At this point Im at a loss on how to get this issue resolved. I would definitely like to speak with someone that can help me resolve this matter. If I cannot get this resolved my Quest account will go to collection and I will have a problem getting future blood work done for other medical issues I have.Business response
07/14/2023
July 14, 2023
Better Business Bureau
2655 ************************
**********, ** 33759
To Whom it May ************************ have reviewed the grievance filed by our patient, Complaint ID: ********, date filed, July 10, 2023, and have identified the following facts through our investigation process:
Upon review of patient's account, claims for laboratory test for date of service, January 26, 2023, that were requested by Florida Cancer Specialist (FCS) to be performed at Quest Diagnostics. Quest billed for services per patients insurance plan. On June 06, 2023, FCS staff made a call to Quest to investigate the denied charges. On July 10, 2023, FCS started the appeal process with ********** Blue Shield of Florida (BCBS)and on this date, a call was made to patient for her permission to begin the appeal process. The patient agreed and returned the signed forms and supporting documents. Please allow adequate time for BCBS to process the appeal. I have been advised that should the denied charge not be reversed by BCBS, the patient would not be held financially responsible and non-covered services would be submitted and approved for Quest to bill FCS for payment.
If you have any further questions, please do not hesitate to call me at *************************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementInitial Complaint
06/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account # ******* bill ID: ************** Date of visit: 2.22.23 This was a referral from my primary doctor for high WBC. The office ************ I received multiple bills from ******** which I paid., then 3 months later I receive yet another bill from from Florida Cancer Specialists for a "Cytopathology" charging $3470. My insurance covered for most of this however I was left with a charge of $561.59.I have no idea what this test was for, i was not informed at the time of my visit that such charges could be incurred or I would have definitely declined, as no cancer had been detected on my routine labs.I'm sure I'm not the only person hit with hidden charges like this that we can't afford.I have contacted their billing department multiple times who say they are not responsible and will get the clinic to call me, but they never do. I have called the clinic also multiple times only to have to leave a message and again they do not return calls.Now they are threatening to sent this bill to a collection agency.Business response
06/27/2023
June 27,2023
Better Business Bureau
**** ************************
**********, ** 33759
To Whom it May ********
We have reviewed the grievance filed by our patient, Complaint ID: ********, date filed, June 21, 2023, and have identified the following facts through our investigation process:
Upon review of patient's account,claims for pathology services for date of service, February 22, 2023, were billed by Florida Cancer Specialist (FCS), per patients insurance plan. On June 22, 2023, a call was made to the insurance provider, Aetna, and it was confirmed the claim was processed incorrectly. The benefit should have been processed with a $40.00 copay and not as coinsurance. FCS has been advised by ***** to allow ***** days for reprocessing. On June 22, 2023, FCS staff called to update patient and left a voice message. FCS adjustment team will refile the claim and request assistance in expediting the claim correction.
If you have any further questions,please do not hesitate to call me at *************************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementInitial Complaint
06/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Had a bone marrow biopsy done on February 20, 2023. I talked to the office and the insurance company before the procedure to make sure of the cost. I was told that everything would be covered and I only had to pay my copay. They did the procedure and then sent the pathology to their lab. The tests were all covered except one test that was done by an out-of-network provider at their lab. They sent me a bill for *******. This is an unexpected bill. I contacted the billing department several times and got no response. I contacted the insurance and they said that I could file an appeal and the bill was not my responsibility because it was a surprise bill because they mad a mistake. They denied my appeal and upheld the claim because they don't cover out-of-network. That is the whole point though. The bill is because they had someone do a test that was not in-network with my insurance and was not discussed beforehand. The bill is not my responsibility. They also have some very strange billing practices anyway. There were several other bills that I asked about and got no answer to what they were for. They also tried several times to get authorization for the bone marrow biopsy. My insurance does not require authorization. They even tried to submit it as a breast biopsy, breast reduction, and abortion? I am a male and I do not have b****** I feel like they think this is some joke. They treat cancer patients and this is the stuff they do. I know it is not just me. They seem to have a track record for doing this to patients. It is very sad that they treat people that are struggling with life threatening diseases like this. I do not find it funny at all. I have now submitted a complaint to CMS.Gov to see if they can resolve this and investigate to find out what the heck is going on over there. I have been seeing doctors for my long list of health issues for two decades and never encountered an office that does this. This needs to be taken care of immediately.Business response
06/20/2023
June 20, 2023
Better Business Bureau
2655 ************************
**********, ** 33759
To Whom it May ************************ have reviewed the grievance filed by our patient, Complaint ID: ********, Date Filed: June 12, 2023, and have identified the following facts through our investigation process:
Upon review of patient's account, claims for pathology services for date of service, February 20, 2023, were billed appropriately by Florida Cancer Specialist (FCS), per patients insurance plan. However, one ticket (PTH987257) was processed incorrectly as out-of-network by Blue Cross. On June 12, 2023, FCS contacted *********** who acknowledged the claims error, advising to allow 30 days for reprocessing. A call was made to update patient with staff leaving voice message. FCS staff provided patient name of BCBS representative and call reference number. FCS adjustment team will refile the claim and request assistance in expediting the claim correction.
If you have any further questions, please do not hesitate to call me at *************************.
Sincerely,
*******************************
*******************************, BSW
Patient Experience Advocate
Enterprise Risk ManagementCustomer response
06/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
02/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was receiving service from **************** and was diagnosed with an issue which **************** wanted to conduct a further test for. I was given this order in roughly November of 2022. However I took the order to *********** hospital as advised and they could not do the test. I called Florida Cancer Center and they said they would see about getting the doctor to rewrite the order. In the meantime they advised I go to Quest to see if they could do the test. Quest could not do the test. I also checked with Labcorp and was told no as well. I've never heard back from Florida Cancer Center **************** except to be billed for a service that basically gave me nothing. I do not feel I should have to pay for services I've never received and I am astounded at the lack of compassion or care from a medical facility.Business response
03/14/2023
March 14, 2023
BBB
2655 *********************.
**********, ** 33759
************
www.bbb.org
SENT VIA ONLINE SUBMISSION
To whom it may concern,
We have reviewed the grievance filed by our patient, who was assigned ID number ******** (DOB 01/11/1984)and have identified the following facts through our investigation process: We were unaware that the labs were not completed. The outstanding balance of $232.12 will be resolved.
This patient was notified on October 26, 2022, to pick up the order for lab work. On October 31,2022, this patient notified us that he was having difficulties completing his lab work and would let us know if there were any further issues. We did not hear back from this patient, and the lab work was still on our pending list. This patients MD called him on Wednesday, March 08, 2023, and explained that the process has since changed for this test and the form for the lab work would need to be adjusted. This new form could be picked up at one of the offices. This patient seemed satisfied and agreed to follow-up. Regarding the outstanding balance, the outstanding amount of $232.12 will be pulled from collections and resolved, leaving the patient with no remaining financial responsibility.
We apologize for the inconvenience and appreciate you bringing this to our attention. If you have any further questions, please do not hesitate to call me at ************************.
Sincerely,
***************************
***************************, BSN, RN
Risk *************************************Customer response
03/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am very appreciative of the facility taking the time to call me and personally discuss this matter after getting my complaint and I look forward to working with them to full resolution.
Sincerely,
***********************Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was seen at the VA hospital in ***************, ** in Nov 2022. They referred me to the office of ****************************************** to review my bloodwork as an oncology specialist. Since I live over 80 miles from the VA. They sent me with the attached letter that said I would not have to provide copay to the doctors office (See last line of final paragraph). I made an appointment at her **************** for consultation on December 5.I presented the letter from the VA upon arrival, but the office manager insisted on a $33 co-pay payment before I was seen. Since I needed this consultation, I figured I would straighten out the finances later. After waiting in an exam room for nearly an hour, and not being able to get any answers from any office staff, I was finally told the doctor was tied ** in an emergency, and I left, not being seen by the doctor.The office later called to apologize and rescheduled me to be seen at ************** *********** on Dec 23. Again I showed the letter from the VA and was permitted to be seen by her and did receive a consultation. The next month a bill showed up from ** Cancer specialists for the copay of $33. I called to speak with the billing department on Jan 23, spoke with ****** and reviewed the letter which she stated she had in her files. She read the part that says co-pay not required by non-VA practitioner, but said she did not have the authority to make any changes to the bill and would have to send the bill back for review. The next month I received another bill for the same $33 co-pay for the Vero visit and called the billing department again on Feb 17 and spoke to *****. She said she sees the note that was left from ****** but hasnt received any word back yet. She stated there was no one else I can speak with about this. For now I am looking to have the bill canceled since I dont owe $33 for the *********** visit, and also to be refunded the $33 I paid the **************** when I wasnt even seen.Customer response
02/21/2023
I paid. $33 copay which I was not required to pay, as per attached letter from the VA. I was a patient who checked in on December 5 in the **************** to see ***********. She apparently had an emergency that day and was not on the premises and I left after an hour. The office did call later to apologize and reschedule me to **********. I am also getting billed for a ********** visit, but I will take that up with them. I would like my $33 refunded.Business response
02/28/2023
February 28, 2023
BBB
2655 *********************.
**********, ** 33759
************
www.bbb.org
SENT VIA ONLINE SUBMISSION
To whom it may concern,
We have reviewed the grievance filed by our patient, who was assigned ID number ******** (DOB 07/27/1963)and have identified the following facts through our investigation process: the co-pays he was charged were billed in error.
This patient presented to our office on December 05, 2022, and again on December 23, 2022, for MD visits. The insurance that we had on file was Tricare, not VA; therefore, he was charged a co-pay for each visit based on Tricare. As requested by this patient, we have revisited these charges, including the letter that he presented to us from the VA. Both co-pays will be rebilled to the correct insurance and the $33 that he already paid will be returned to his original form of payment. He does not owe a co-pay of $33. Our Financial Manager spoke to this patient and relayed this information to him as well, explaining the situation.
We apologize for the inconvenience and appreciate you bringing this to our attention. If you have any further questions, please do not hesitate to call me at ************************.
Sincerely,
***************************
***************************, BSN, RN
Risk *************************************Customer response
02/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.