ComplaintsforAnkle & Foot Center of Tampa Bay, PA

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since May 2023, and possibly further back, I have been going to see *********************, at the local Upperline Tampa office to have 2 pairs of orthotics made. From the time they were initially made, the orthotics did not properly fit. They were returned to the manufacturing facility, presumably at the ********* location, on numerous occasions for adjustments. After the last fitting on 03/08/24, I suggested to ************** that I didn't think that the orthotics were ever going to fit and wanted to return them for a refund. She agreed with me, signed off on the return, and the orthotics were returned to the manufacturing facility.It has been 2.5 months since I returned them and I have not received a refund, a phone call, or a letter from either the Tampa or ***************** I have called *********************, in accounting at the ********* office, and have left 3 messages over the course of 2 months. I have never received a reply from her.I have called the local Tampa office 6 times in the last 2 months, documenting responses each time. In the past month, I have not received any correspondence of any kind or at any time from the Tampa office. In the past 2 weeks when I've called, I no longer get a live person. I have also filed a complaint against Upperline Health in *********, *********.

  Business response

  06/03/2024

  The Orthotic Policy for the Company indicates that refunds are not given for custom made items. 

  However, after review of this situation and understanding that all efforts made to adjust the orthotics to fit more comfortably have failed, a refund in the amount of $750.00 will be issued to the patient.

  The refund will go by check as the credit card used to make payments has since expired and funds cannot be returned directly to the card. 

  The patient has been contacted and this information relayed to her.

  Thank you.

   

  Customer response

  06/04/2024

   
  Complaint: 21727654
  
  I am rejecting this response because:

  I went to the local office in Tampa today to make sure that they were still in business. They are.

   

  While I was there, I questioned *********, office administrator, in regard to the refund and she stated that ********************* had only recently filled out a Claim Adjustment for the refund. ********* said that she submitted it to the **************** as I stood there.

   

  I received a call from *********************, in *********, today as well. She stated that she would submit the claim to accounting, hoping to process it today, and send it out via mail as my debited credit card had expired and she could not issue credit it to an expired Visa.

   

  I'm hoping to come home from vacation to see a refund check waiting for me on or around June 13th.

   

  Sincerely,

   

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

  Customer response

  06/19/2024

  In regard to the above Complaint ID ********, I don't know how I happened to state that I was not happy with the outcome of this complaint, but what I stated is incorrect. I would like to formally set the record straight that I am 100% happy with the outcome. Thank you for your help.
  
  Please make the above change to your records.
  
  *****************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After scheduling a doctor's ************ I provided my insurance details and asked for the total out-of-pocket expense. The clerk assured me there would be no charge beyond what my insurance covered. However, I was surprised to receive a bill later amounting to $245.69, representing expenses not covered by my insurance. With a total cost of $762 for the visit, it's unfair to not disclose upfront the true expenses associated with each appointment. This lack of transparency amounts to unfair business practice in my view.

  Business response

  05/08/2024

  5.2.2024
  Response to BBB Case 21658508
  
  The Patient was seen in our clinic on 4/3/2024.  Total gross charges for this date of service are $762.00.  ************ claim was filed to BCBS of Florida on 4/3/2024, being accepted by insurance on 4/4/2024.
  An explanation of benefits has been received dated 04/09/2024.  $245.69 was allowed and applied to the patients $6,150.00 deductible. 
  Benefits cannot be pre-determined. Benefits are determined once the insurance receives a claim and it goes thru adjudication. As contracted providers with the insurance, patients are only billed what is stated on the explanation of benefits from the insurance. 
  This balance is due from the patient and cannot be adjusted because we are contracted providers and the amount is determined by the insurance according to our contracted rates. A payment plan can be arranged if needed.
  It is not a regular practice for patients to be told they will not owe anything during an office visit. It is common practice for a co-pay to be collected, if it is indicated on the insurance card or stated in the electronic eligibility response.  This patients insurance card only indicates a $6,150.00 in network deductible with no office visit copay listed on the card, so no money was collected at the time of service.
  It is our suggestion that the patient reach out to his insurance company for better understanding of his benefits available on the plan.
  
  Thank you.

  Customer response

  05/08/2024

   
  Complaint: 21658508
  
  I am rejecting this response because:
  I understand the explanation provided by the doctor's ****** regarding deductibles, and I agree with it. However, my concern lies with the lack of clarity regarding the new patient cost of $484. Had this been communicated to me upfront when I inquired about visit fees, it would have informed my decision-making process. It appears that this fee applies universally to new patients, irrespective of deductibles. Clarity on this matter from the outset would have influenced my decision to schedule an appointment, as I would have been better informed about the total cost involved.

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

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