ComplaintsforLabor of Love Birth Center

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Labor of Love failed to tell me that my insurance covers pre-natal care at 100%. I ended up withdrawing from care at this facility in my second trimester after paying around $1500. I dont have the exact total but my husband will compile a list of transaction dates and amounts as soon as possible. They didnt issue a refund upon my departure. I found out from my insurance provider that prenatal care is fully covered months after I withdrew from care which resulted in me emailing the facility to ask what the funds I paid went towards. They sent over an itemized receipt with confusing language, probably to ensure that I didnt understand that a refund was due. I assumed they wouldve issued a refund after reviewing my billing to send said receipt, they did not. Two months later, I followed up and emailed billing asking for a refund. I was told it would be received within a couple of weeks. It has been nearly a month and no refund has been provided. To be clear, I withdrew from care in July 2023. They have already billed my insurance for my prenatal care on top of keeping the funds that I paid them out of pocket. This is double billing and fraudulent behavior that they wouldve gotten away with had I not been informed of my insurance coverage.

  Business response

  01/17/2024

  Hello, 
  
  We have issued a refund to ****** on Monday Jan 15th, and it should be expected to be delivered by bank check by 1/22/24.  We have sent messages ****** through our secure client portal with this information, as well as a response to her ****** review. 
  
  Being the request is for a refund, we hope this satisfies this inquary complaint.  
  
  We have documentation of ******'s request for an update on her refund coming on December 18th, 2023 with our responce coming the same day that a refund would be processed after the 1st of the year.  
  
  We agree a refund was due.  We have issued that refund.  
  
  Please be in touch is there something further needed to resolve this complaint.  
  
  Kindly, 
  *********************
  
  
  

  Customer response

  01/24/2024

   
  Complaint: 21135823
  
  I am rejecting this response because:
  

  The refund check received via mail was in the amount of $924.80 on 01/23/2024. This is a day after I was told I would receive it. According to my records and a receipt from Labor of Love, I have paid a total of $1,525.00 to the facility. The amount of $599.20 is missing from the refund. It has been over 6 months since I have transferred out of care. It has been over a month since I contacted Peg requesting the refund. It is highly disappointing that I have yet to receive a full refund on top of the fact that I wouldnt have received anything at all if I hadnt inquired about it.

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

  Business response

  03/04/2024

  Hello, 
  
  We have an email exchange with ****** that is attached sharing that a full refund was being issued, and she should please reach out if she does not receive it.  

  The financial agreement ****** signed showed she understood there were fees that are a part of care that are not covered by insurance, and now those have also been refunded.  
  
  Please help us understand how this is not resolved. 
  
  Sincerely, 
  *********************
  Director of Outreach and Education

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