ComplaintsforCentral Florida Foot And Ankle Center, LLC

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Detailed:Date of transaction: 03/07/2024 and 03/21/2024 Total amount paid to the business: $690.00 plus credit card charges of $24.16 Services Performed: Toe nail removal Dispute is: The business over charge me for services before filing a claim and determining insurance deductible to be paid out of pocket. I have reached out several times and always sent to voicemail or advised in with a patient, and my call would be returned and has not.....Account #:******

  Business response

  06/28/2024

  The patient was seen as stated. She did over pay on the account and the refund is already in processing. The refund was not rejected nor was patient ignored. More than one attempt was made to reach out to verify mailing address of patient. This is protocol to ensure that refund is mailed to the correct address that patient currently resides at. As soon as the patient reached out and confirmed her mailing address on 6/17/24, a refund check was requested via the accounting office. Policy is to allow 4 weeks for processing of refund check. Refund was requested on 6/17/2024. Refund will be processed as soon as possible within that timeframe. The attached documents show the date stamp of the phone calls received from the patient as well as the email with the date stamp of the refund request so you can see that it is already in processing. Please close complaint and it was resolved already.

  Customer response

  07/01/2024

   
  Complaint: 21836939
  
  I am rejecting this response because: As shown in the screenshot below, I made contact with this business on several different days, time and months and only one time did they reach out to me to let me to verify address to resolve this matter after filing the complaint of avoidance and failing to provide contact in a timely manner. So I would like this case to remain open until refund is provided and received. 
  
  Sincerely,
  
  *************************

  Business response

  07/01/2024

  Ma'm, you can see on the screen that we called twice. The first time you did not answer. The 2nd time you called back and verified your address which means there would be no additional reasons to contact you. I do not show any prior attempts to contact the office before 6/6/24. At that time, *****, attempted to contact you and left a message at the number you provided upon being seen in our office. On 6/17/24, she attempted again and this time you called back and spoke with our phone operator to verify the necessary information in order to proceed with a refund. This is not a matter of non-compliance or fraud and should therefore be closed. You were told the refund is in processing as of 6/17/24 and will be mailed out to you by 7/17/24 as per policy.  

  Customer response

  07/01/2024

   
  Complaint: 21836939
  
  I am rejecting this response because: Whomever you are the reason why the screenshot shows no contact to your office to be exact until actually 4/6 to be correct is because I had to wait on you all to submit the claim and then contact my insurance provider to find out why you over charged in the first place after the claim was processed. Until the matter is fully resolved meaning refund received and deposited regardless of your policy, I am requesting this case to remain and stay open and no further response. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son went here to have his toe ingrown toenail fixed they did not fix it he asked for a refund they refused to refund him his money in fact they tried to charge him more to fix it again and he left this place does not do business properly and does not even offer to fix the issues this is a bad business practice so he should get a refund for his surgery that wasn't done correctly ASAP.

  Business response

  05/16/2024

  The patient was seen by our office. The person filing this complaint is the mother of the patient. NOT THE PATIENT. The patient is an adult who has validated that he capable of making his own decisions. He is not impaired in any way according to the paperwork he completed. The patient was seen and treatment was rendered. During the postoperative period of 2 weeks the patient messed with the treatment area causing it irritation. When the patient came in he was not cooperative for the evaluation. The physician was finally able to evaluate to the best of her ability and did not see any signs of infection or returning issue. Patient was healing properly. The mother was adamant that she felt the patient needed an antibiotic against the judgement of the physician. Physician even obliged to this request. No signs of infection were present. No heat, discoloration, drainage, or streaking. The surgical site was healing properly aside from the irritation within the skin from where the patient had picked at it. The patient has also NEVER asked for a refund. The only thing that has happened is the mother filed a complaint on the ****** review. The ingrown toenail was properly removed and there were no clinical signs of any issues following that other than the patient complaining about periodic pain which is normal for up to 4 weeks. When patient arrived in office he was wearing a normal shoe and walking without complications. When placed in the exam room he started acting erratically pulling the foot back before the doctor could even touch it saying "ow". When the doctor pointed out that she was across the room and not even touching his foot, he changed his behavior. This complaint is not validated in any way. 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm writing because this Central Florida Foot and Ankle has failed to reimburse me for the insurance discount on my visit. In August, 2021, I called to make a first-time appointment at the Lakeland office (1115 Lakeland Hills Blvd) of this clinic with Dr. W******. As part of the screening process ahead of the appointment, I provided my insurance info, including member ID, to clinic staff. They confirmed to me that I was covered, and we set the appointment for July 27. I arrived for my appointment and paid $150 -- the estimated cost of my visit -- at the front desk prior to seeing Dr. W******. In the middle of meeting with the doctor, a nurse delivered a note to the doctor, and Dr. W****** informed me there was some kind of problem with my insurance. As I was leaving, the attendants at the front desk informed me I wasn't covered by insurance after all and that I owed an additional $20, because of the insurance issue. I paid up to avoid any issues leaving the premises, but I expressed my frustration at the time about being misled regarding my coverage. In working with my insurance company that afternoon, I learned the provider was indeed covered under my plan. And subsequent phone calls with the clinic's business office revealed the clinic simply didn't agree with the terms of their contract with the insurance company. The clinic also refused to submit a claim on my behalf. I immediately submitted my own claim to my insurance company to see what was actually covered from the visit. The processed claim revealed an insurance discount of $53.04. Since then, my insurance company has made several attempts on my behalf to work with the clinic business office to refund that amount to me, but the clinic has staunchly refused. To make this right, I feel the clinic should pay me what I'm owed based on their agreement with my insurance company -- $53.04.

  Business response

  05/16/2024

  The patient presented with an insurance that CFFAC has never been notified that they are contracted to see. This was explained to the patient at time of service which is why the patient agreed to pay cash for his services and he was seen. The patient then filed his own claim with the insurance and the insurance was looking into the contract issue. This was over a span of several months. The patient was aware upfront that he was being treated as a CASH patient but decided to go against that agreement. It took many months to get everything straightened out with the insurance and patient was refunded the $53.04 that he overpaid in 5/2022. Complaint should be closed at this time.

  Customer response

  05/22/2024

   
  Complaint: 18758689
  
  I am rejecting this response because: While I don't dispute that CFFAC has indeed refunded my money, I take issue with their characterization of my role in this matter. CFFAC claims I was notified about the issue at time of service. This is not true. My insurance was accepted by the receptionist when I checked in, and I paid an appropriate co-pay in order to be seen. While I was being seen by the doctor, a front-desk associate walked in, delivered a note to the doctor, and my session was abruptly ended. Only after I walked out of the session was I told that my insurance was not valid. The billing and office staff at ***** has been disrespectful of me throughout this entire process, claiming they are not beholden to an insurance contract they not been notified about. My insurance company assures me they had notified CFFAC about adjustments to their insurance agreement, and CFFAC either chose to ignore those notifications or implicitly agree to them by not responding.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30, 2021, I was overcharged by Central Florida Foot and Ankle Center located in DAVENPORT, FL. They want me to wait 3 months before I receive a partial refund! Even though I had insurance, & they were in network, they made me pay the full price for my x-ray, ultrasound & office visit. Not only did they charge me full price, they also submitted a claim to my insurance company who also paid them for the same exact services. Central Florida Foot and Ankle Center never attempted to refund the over payment amount I paid them once they were paid by my insurance company. The only reason why I know they were paid TWICE, is because I contacted my insurance company. UMR informed me that Central Florida Foot & Ankle Center should have only charged me a $40 copay - not the $205 that I paid out-of-pocket! I contacted Central Florida Foot & Ankle Center and spoke to Courtney in the billing dept on or around Oct. 15, 2021. She informed me that I would receive a refund of $165 in 7-10 days. On November 2nd I called again because I had not received my refund. I was informed that a check was issued on Oct 28th or Oct 29th and that I should receive it any day. I again contacted their office on Nov. 12, 2021, and again spoke to Courtney in the billing department. She informed me that I WOULD HAVE TO WAIT 3 MONTHS for the check to void itself out, or I WOULD HAVE TO PAY $40 to stop payment on the check. This is totally unacceptable! Especially since it is there practice that over charged me incorrectly in the first place. They are putting the burden on the consumer to rectify a situation they created! Today is November 22nd and their office is 3 miles away from my home. I still have not received my refund. I want my refund ASAP! Central Florida Foot & Ankle Center should be the ones to pay the stop payment fee, and immediately reissue a check to me in the amount of $165. I also want to pick up the check in person, or have it shipped expedited delivery with tracking.

  Customer response

  12/09/2021

  As of December 9. 2021, I have to heard from anyone at Central Florida Foot and Ankle Center in *********, **, nor have I received the refund check for $165 that they claimed they mailed me on October 28, 2021.
  
  *******************************

  Customer response

  01/24/2022

  As of January 24, 2022, I have not heard from Central Florida Foot and Ankle Center, nor have I received my $165 refund.

  Business response

  05/16/2024

  Per UMR when benefits were verified on the first visit, patient had a large deductible which nothing had been met. The patient also had a copay. Claim was processed and paid in September 2021. Patient received her correspondence and called to speak with a ****** in October 2021. It was brought to the billers attention that account was overpaid. Credit accounts are pulled quarterly for CFFAC. This is why it had not been brought to our attention yet regarding the overpayment. The patient spoke with a ****** in Oct 2021. The refund in question was also ISSUED in Oct 2021. This was mailed to the address the patient requested. Unfortunately as of Nov 2021 the patient called and she had not received the payment. The patient was explained that the check will not void out until it has been 90days. This is the bank guidelines and has nothing to do with a CFFAC policy. In order to keep this check from being able to be deposited, a stop payment would have to be issued. The cost to CFFAC for this is $40. This is why the patient was explained that she can either wait for the check to cancel out or she would need to pay the stop fee. It is not CFFAC's fault that the **** lost the original payment. While I understand that this may not be the patient's fault either, the policy for CFFAC is to wait it out. If the patient doesn't want to then they have to cover the fee involved with the lost payment. We cannot have two payments open. Following the 90days the request was placed back in the refund batch. Patient wanted to pick up the check at her next appointment so she ultimately chose to wait until March 2022 to pick up. All has been resolved. Complaint is for issues outside of CFFAC.

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