ComplaintsforPlanned Parenthood

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called planned parenthood *********** and it gets sent to call center. I needed a refill my script, they refused to refill without an appointment, I asked if they could make exception due to being laid off and I have had several appointments with them in the last three months but they did deny me.My concern is them noting on my account that they called me to inform me of that decision. The manager of the call center said she would reach out or someone would call and I never received a call, instead they just put notes into my chart stating I need to pay $75 on a virtual visit just to get my script again. I dont think its appropriate for a medical provider to note an account that there was a telephone call to me when they never called. I think its very unprofessional that the manager didnt find it necessary to hold up to her word of calling me back. I would like my account to be corrected that they did not call me back they just sent a note in my chart and hoped I would see it. I was notified by the pharmacy and they notified me that they denied my refill. When I did schedule my appointment, I asked to speak to the manager and they stated she wasnt in the office. I asked to speak to someone else regarding the matter of falsely documenting my account and she left me on hold for 10 minutes where I had to end the call due to my attorney calling me back.

  Business response

  02/16/2024

  Thank you so much for bringing this to our attention and returning our call today. It was a pleasure speaking with you. Your experience is important to us, and we want to do everything we can to ensure that you receive the best care possible. After speaking with you and reviewing your medical record we identified a training opportunity for our call center staff and ************* staff when using our new medical record system and the new my chart application. Your feedback provided us with a valuable tool to improve the experience of others and identify a training need. Thank you for allowing us to help address your concerns and provide you with the care that you need.Please feel free to contact us if you have any further questions regarding the information we discussed. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Planned parenthood has refused to return the $650 I paid for a medication procedure. Theyre stating its not covered however, My insurance has contacted them multiple times and told them it is covered yet they refuse to bill them and refund me. My insurance also covered for the consultation for this medication procedure and when it didnt work they covered the SURGICAL PROCEDURE. Yet planned parenthood is stating all is not covered. Ive sent the explanation of benefits showing that they were paid. My account on their website even states my insurance paid, yet theyre refusing to refund my money. They do not have a working customer service phone number for me to speak to someone directly about this, every call goes to voicemail, when someone did reach out to me finally it was on a blocked number

  Business response

  01/13/2024

  Hello,
  We have had several communications with this Consumer both by phone and through the Consumers MyChart portal. After receiving the information shared by the Consumer and reviewing her visit history and medical chart in detail, below are the findings and actions taken to resolve the complaint. 
  The Consumer scheduled for a medical abortion (the abortion buy pill) and her insurance benefits were verified for the medical abortion service and all associated services prior to her appointment and shared with the consumer. The estimation of coverage provided by ***** stated that coverage was limited to the medication used for the abortion service when billed under pharmacy benefits. As we are not a pharmacy, we do not bill under pharmacy benefits. 
  The consumer was advised of this and payment for the medical abortion was collected in the amount of ****** for the state mandated day 1 appointment completed on November 18th and day 2 for the medical abortion services completed on November 25th. 
  The consumer returned on December 2nd for follow-up, and it was confirmed that the Medication abortion was incomplete. However, the provider coded the visit with a diagnosis of a surgical abortion. This was determined to be incorrect as this was a failed attempted termination of pregnancy diagnosis code O07.4. Because the consumer indicated on her financial statement that she was using insurance, this visit was billed to her insurance as a surgical abortion and as a result the consultation visit was included.
  The Director of Revenue Cycle determined the claims billed to the consumers insurance for the November 18th and December 2nd visits were incorrect, and reversed the claim, canceling it. 
  All services associated with the Medication termination of pregnancy completed on November 18th, November 25th, and December 2nd, have been correctly billed to the ******************* as of January 8th per the consumers request. 
  Based on the information the consumer has received from Cigna and shared with us via her MyChart, we have issued the consumer a refund in the amount of ****** back to her 2 forms of payment. 
  A communication was sent to the consumer via her MyChart on January 9th with the updated finding and details of the refund, advising that the refunds were issued on January 8th, and processing time may vary based on your financial institution.
  
  Regarding communication with the consumer, Planned Parenthood of Southwest and Central Florida, is committed to maintaining the privacy of all of our patients and ensuring their safety whenever possible and as a result all outgoing calls are blocked from showing the organization name and number on caller ID. 
  Members of our Revenue Cycle team and Leadership attempted to communicate with this consumer by phone. However, each encounter ended with the consumer disconnecting the call abruptly. As a result of the consumers aggressive communication and use of profanity, we have continued all communication exclusively through her MyChart portal. No additional action will be taken at this time. 
  

  Customer response

  01/15/2024

   
  Complaint: 21102593
  
  I am rejecting this response because:
  This shouldve been billed to my insurance from the beginning, calling me blocked is not insuring privacy its insuring fraud, also you have disclosed all my information on this website I never in my complaint stated abortion, so how are you maintaining privacy?I also received my refund but no apology and you choose now to respond after the refund. If the insurance paid for the consultation which I wasnt notified you all would bill and the surgical which you all didnt notify me you would bill as well then why wouldnt they pay for the medication. Even if you dont bill as pharmacy my services were still covered and you all made this difficult for no reason. The phone call also was needed abruptly as whomever called was lying through her teeth on the phone and my husband who works for a law firm stated this was a fraud call. This company needs to be investigated and o have filed provider complaints as well.
  Sincerely,
  
  *************************

  Business response

  01/17/2024

  As the Director of Patient Experience, I have responded to complaint ID: ********. The consumer requested a refund, which was issued on 01/08. We will no longer be responding to the consumer and consider the matter closed. However, to maintain the consumer's privacy, we are requesting that the communications shared via the BBB portal, not be publicly published on the BBB website or any other public forums. Thank you, *****************, Director of Patient Experience Planned Parenthood of Southwest and Central Florida.

*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. ↩