![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforAnkle & Foot Center of Tampa Bay, PA
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
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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,
*************************
*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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.