ComplaintsforPediatric Healthcare Alliance, PA

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been disputing the balance I was charged since 10/09. Before the appointment, I called and requested the self-pay rate for the health services needed for my child. I spoke to *** who provided me the breakdown of the self-pay fees ($175). I agreed and attended the appointment to then find out weeks later that I was not processed as a self-pay patient, and would be owed $663.79 due to the appointment being processed with my insurance. I knew the insurance would not cover the appointment as I was in a waiting period before I could utilize the benefits. On 11/07, I spoke to ***** who was super kind and did her best to help but didn't have the authority to correct the issue. She transferred me to ****** who advised that I need to speak to the site manager (****). I called **** 7 times and left 3 voicemails. I finally got ahold of her on 12/05 @ 2:04 PM. She said she would follow up with ************** and look into the communication error on their end and get this fixed. She called back on 12/05 and said she needed to speak to *********************** (who was out sick) and would call back on 12/08 . I called back on 12/08 after not hearing back and left a voicemail. I called back again today 12/20 and left a second voicemail. I've invested so much time and energy into getting this corrected and feel like my complaints are not being taken seriously. With the charges hitting my card i've been forced into financial hardship.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Initially had a mistake with insurance coverage. My son was born on July 26th and my insurance carrier (Blue Cross) had my insurance for him take effect on September 1st. Due to this Pediatric Alliance had me pay out of pocket for all August appointments (totally roughly $758). I spoke to insurance and got the issue corrected. I then spoke to Pediatric Alliance and they said they would reissue the claims with Blue Cross. Once accepted and paid by Blue Cross, they would issue me a refund check. It is now 6 months later and I still have not received anything from them. I have spoken to Rizzy there 6 different times over the course of the last 6 months. Each time receiving a different story. First, they processor hadn't even reissued the claim. The next time I called, I had a credit but they hadn't processed the refund. The next time, they still hadn't processed the refund. Finally, on December 15th they claimed to have finally processed the refund and assured me the checks were going in the mail within a few days. It is now January 12th and I still have not received anything. When I just called and spoke to someone else there in billing they claimed they had no record of issuing me a refund at all. They already have the money from insurance and have pretty much since just kept my money.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/29/21 I took my child to the pediatrician's office and gave the receptionist the new medical insurance card. I had also given the office the new insurance card information over the phone when I made the appointment. After that visit I began getting multiple billing statements from that office for the full price of the office visit, showing that my new insurance card was not used. I then called the office and left messages on 11/30/21 and 11/27/21 and never received a call back or was left a message by anyone from the company. I also went on their website on 12/1/21 and filled out a section on their "comment" area and also on another section detailing my problem with their office and requested that I be contacted but have not been. As a result of the Pediatric Healthcare Alliance of Riverview (PHCA Big Bend Rd.) incompetence and unprofessionalism I have received a "final notice" bill before my account goes to a collection agency. Anything you can do to help with this horrible office would be greatly appreciated! Thank you!

  Business response

  12/14/2021

  Business Response /* (1000, 6, 2021/12/14) */ We billed the health plan according to the information the client provided at the initial visit/registration. The claim was rejected due to terminated coverage (wrong insurance information was given to us). Statements were mailed and phone calls were made to the client. On October 21 we received the correct insurance information from the client but there was a breakdown in our internal communications and the claim did not get handled properly. The client called on Nov 29 when he left a voice mail with no return phone #. After researching the call, a billing staff member returned his call to the phone # we have on file and left a voicemail for him on Dec 1st. After receiving the on-line comment our Billing Director called and left a message on Dec 2nd in order to explain what happened. We have rebilled the claim to the correct insurance and apologize for the inconvenience this has caused. Consumer Response /* (3000, 12, 2022/07/05) */ ***Document Attached*** Allegedly, per the billing office of pediatric healthcare alliance this issue was settled a year ago. I just received this very BILL AGAIN !!! I can not believe it!!! See attachment! How in the world does this company wait an entire year to surreptitiously submit an old bill in the hopes that it will mistakenly paid. What an awful experience it is dealing with this billing office. I will definitely complain to the MD about this as well. How unprofessional this office is Consumer Response /* (4200, 16, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been absolutely no response from this business, this is the exact same type of incompetent and poor customer service that I have received from this billing office in the past that caused me to have to bring in an outside agency, BBB, due to their lack of a response when they were only dealing with me. The fact that they are ignoring the Better Business Bureau shows how poorly they treat their customers and how little they think of any customer or outside agency. This is absolutely deplorable customer service and this business office should be fired and it's entirety. I have yet to receive any response, much less one to the most obvious question- why am I receiving a bill from a year ago about an issue they put in writing was resolved ? Now we have to add an additional question- why is this business ignoring the Better Business Bureau as it tries to resolve an issue that was allegedly fixed? Consumer Response /* (3000, 20, 2022/08/02) */ ***Document Attached*** Just received this bill Again for services performed over a year ago. The same issue that the MD office, Pediatric Healthcare Alliance stated in writing had been submitted (finally) to the insurance company last year. Apparently not if this bill is for this amount. It was NEVER SUBMITTED TO THE INSURANCE COMPANY despite their written reply where they allege to have done just that ! How is it that they can claim to have the insurance information (after I gave it to them TWICE and they deny ever receiving it!) and then submit it and I then get a bill (twice) a year later from them for the FULL AMOUNT! Why are they ignoring the Better Business Bureau? Obviously it's because this is their fault and they are embarrassed and don't know what to do about this How unprofessional! What a terrible business office that deserves to be fired completely! Business Response /* (4000, 26, 2022/08/23) */ This response was taken verbally by the BBB: At this time the Consumer will continue to receive bills until it is paid or the coronation of benefits within their insurance is updated. We will reach out to discuss this with the consumer.

*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. ↩