ComplaintsforSoutheast Medical Group

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/11/24 I presented myself for a long scheduled physical examination and blood and at no time prior to or during the exam was I made aware that there was a change being made in regard to planned reason for my visit. Upon check out a request or question was made as to when I would like to reschedule my annual physical, up to this point I was still under the impression that the reason for my visit was for the annual physical examination and blood work that I had scheduled. Apparently, a decision was made without question or consent from myself to change the reason for my appointment to a cholesterol recheck, I find that decision to be absurd having never in the past or currently been in need of a cholesterol recheck. I left the office without the scheduled physical examination and blood work I presented myself for and billed for a cholesterol recheck and blood work not scheduled by my doctor or myself and of no benefit to me. The only party that benefitted from my visit was Southeast Medical Group.Twice on 07/11 I attempted with the practice manager to find a resolution to the botched exam visit. On 07/13 a complaint letter was summited to Southeast Medical Group stating the facts pertaining to my botched visit and a request that would remove myself and UMR United Healthcare from any financial responsibility for the botched exam visit and blood work. The practice manager and SMG in reply offered no resolution to the matter.I am asking that UMR United Healthcare and myself be absolved of financial reasonability as result of poor decision making and a botched exam and blood work.

  

  Business response

  08/05/2024

  Patient has contacted our office and billing numerous times regarding this matter. In good faith, we contacted the Stockbridge location regarding this matter. Since then, this patient has been threatening blasting this issue across all of our social account and has been emailing nonstop after we explained to the patient the update, we received from the office. During his visit on 07/11/24, he yelled at the practice manager in which another patient had to step in. All of this interaction was noted in the patient's chart by the office manager. 

  The response from the billing department on this matter which was equally sent to the patient in which he still disagreed with the statement below:

  The billing department cannot justify adjusting this account due to the patient not wanting to pay. The service was rendered and according to the patient in his own words, he was aware of why he was there. From the note from the practice manager, once the medical assistant realized he was there too early and notified the patient while in the room, the patient still continued the visit even gave labs that were reviewed.
  
   
  We do not agree with writing this account off due to the patient could have left and not continued the visit. He was notified of the mistake and continued with the visit.

   

   

  Customer response

  08/05/2024

   
  Complaint: 22060362
  
  I am rejecting this response because: I made no threat to blast social media and I have not posted a single review of the practice; I indicated that I would be contacting the BBB.  The only emails that I have sent are out of curtesy letting them know as to what my course of action is. Possible heated was the conversation with the practice manager depending on standpoint and at no time was she yelled at, I indicated to her that I was taking things to the next level. It is not my actions that are in question, it is that of the practice.
  Service was rendered but not the service that I had requested. The only reason for my visit was for my annual physical examination and blood work for which I had long scheduled several months prior to my appointment. Received emails confirming my appointment and the reason for my appointment all of which indicated SE-Complete Physical 15 Min. Upon check in I was giving many forms to read and sign, one being the Routine Physical Exam / MCAWV Policy form. Again, the only reason for my visit on that day was for the scheduled routine physical exam that I had scheduled, it was not until check out that I was made aware that I had not received what I requested.
  If made aware I certainly would have made an effort to make clear eligibility for my physical exam. I have been a patient at Southeastern Primary Care for decades, I have been using United Healthcare most if not all of those years under the same Delta Air Lines group plan. Deltas group plan has never required 366 days to lapse between annual physical exams, we have always been able to receive annual physical exams regardless of time elapsed. A 2-minute phone call could have verified my eligibility had there been an effort made. Regarding the service rendered, why would I submit to a cholesterol recheck, I have never had nor was I in need of a cholesterol recheck so I find it absurd to suggest that I would accept that as a reasonable option in lieu of my scheduled physical exam.
  There was no mistake, I was made aware by no one that the reason for my visit was being changed. Had I been made aware; eligibility could have very easily been verified or yes, I could have very easily left never to return again.  
  Based on the facts, very justified is my request that UMR United Healthcare and myself be absolved of financial reasonability as result of poor decision making and a botched exam and blood work.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/05/2024

  At the time of the error, the patient could have left and rescheduled his annual physical appointment but continued the office visit and also gave labs that were reviewed. Even though the appointment wasn't for a physical, service was still rendered and cannot be adjusted off per the billing department. The office has since apologized on 07/11 and thereafter for the mishap that occurred when the patient was scheduled a month early for his annual appointment. All of this has been repeatedly communicated with the patient in writing. 

   

  Thank you. 

  Customer response

  08/05/2024

   
  Complaint: 22060362
  
  I am rejecting this response because: There was no scheduling error and any assumed error at the time could have been quelled with a simple phone call or online enquiry. With my eligibility satisfied we could have simply continued on with my physical examination. Had a request been made of me to accept a cholesterol recheck in lieu of my scheduled physical exam I resoundingly would have rejected that request being that I have never in the past need nor did I at the time need a cholesterol recheck. At no time during my appointment scheduled months earlier was I made aware of any change to my planned visit, it was only upon check out when the request was made of me to reschedule my physical that SEMGs misjudgment came to light. Apology not need because there was no scheduling error, your assumption and total lack of communicating pertinent visit information to the patient at the time is where the problem lies. The only party that benefited from my visit on that day was SEMG.
    Based on the facts, very justified is my request that UMR United Healthcare and myself be absolved of financial reasonability as result of poor decision making and a botched exam and blood work.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Billing Issue-Was charged $250.89 for items discussed outside the scope of a wellness visit. I visited Southeast Medical in ********** for my annual wellness check on Feb 1,2024. I received a bill for $250.89 on May 20, 2024. I inquired with the billing department about why and they said I discussed Hypertension, Hyperlipidemia, and Hypothyroidism during my annual wellness visit. I never discussed any of this as the reason for a wellness visit is to test for these with complete blood tests. Dr ***** went through his list of questions for me during the wellness visit which I answered all of his questions. I did not have any questions during the visit. I am rejecting this bill as it is not accurate and there must be some mistake. I am asking Southeast Medical to drop these charges. I had emails from ***************************** asking me to contact the Dr and Practice Manager. I have not heard back from anyone which is why I am filing this complaint.

  

  Business response

  05/24/2024

  Hello,

  Thank you for reaching out regarding this matter. On 5/24/24, the billing department was notified of your complaint. Our team is awaiting a response on this matter and will have a representative follow up with you on this issue. 

  Thank you for your patience. 

  Customer response

  06/05/2024

   
  Complaint: 21753470
  
  I am rejecting this response because:Southeast Medical never sent an official response only an automated response that they were looking into it and would respond later.  They have since responded after I sent  several emails through my portal.  Their response was unacceptable to me with an apology that they were sorry I wasn't advised of the charges. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/05/2024

  Hello,

  A response from the billing department states that:
  
  The patient discussed several issues with the provider outside of the annual wellness visit. In addition, a prescription was given as well, so the charges in the patient's charts are valid. 
  
  Thank you. 

  Customer response

  06/06/2024

   
  Complaint: 21753470
  
  I am rejecting this response because I did not discuss things outside of the annual visit nor did I request prescriptions 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a bill from the provider with reason "Balance Forward" and no further information, date of service, etc.. Was trying to call to get clarification on the bill and after several attempts to call would sit on hold for ***** minutes and be disconnected. They list a number to call but have no way of actually getting through to someone. In understand there will be busy days but several days and several attempts on those days yielded the same results.

  

  Business response

  05/23/2024

  Hello, 

  Thank you for your patience regarding this matter. On 05/23/24, we sent your message with your contact information included to the billing department to have a representative follow up with you immediately. 

   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went for an annual physical in Aug 2023. In March of 2024 i received an invoice. It is for $268.99.the billing department states it is for EKG, Chest Xray and an additional Office visit.All preventative checkups have been paid 100% by my carrier in the past. After some research they coded my ekg and Chest xray incorrectly and are resubmitting to insurance. They will not remove the second office visit charge of a$174.00. They site that I checked a box stating i was there for annual and additional issues. After looking at the paperwork it is verified that the form is filled out incorrectly. I inadvertently checked both boxes. The form States Check ONLY ONE. I requested that be allowed to correct the form. They will not let me. The form is not correct, and no assumptions can be made about the nature of my visit based on this incorrect form. I can say for certain i was there for my annual only. They reference items discussed outside of scope of annual doctors visit as Elevated blood pressure and Hyperlipidemia (cholesterol). This is astonishing. They take your blood pressure every visit, how is this outside the scope. As far as cholesterol we simply discussed my diet regarding maintaining good cholesterol. I asked how these items are outside of the scope, and they provided no explanation. I requested a list of what can and cannot be discussed in an annual visit. I was not provided any information or even a response.

  

  Business response

  04/26/2024

  Hello,

  The patient contacted our billing department on 04/09/2024 by email regarding the same issue and was advised from the billing department on 04/16/2024 that a corrected claim was resubmitted to the patient's insurance carrier and to please allow 30 days for processing.

  Also, the billing department received his other emails and reviewed his account and understood that the patient came in for a physical. 
  
  The office visit charge for ***** was billed because according to the patient chart there were things discussed outside of the physical scope, such as Elevated Blood Pressure and Hyperlipidemia. Please be aware that the patient signed a form stating anything discussed outside of the Physical scope, will be charged. The patient also stated that he inadvertently checked both boxes at the time of this visit and didn't realize his error until AFTER his appointment. 

  On 04/26/24, the billing department was notified of this complaint and stated that the charges are valid and cannot go back to adjust a box after the visit. The patient can change the form for future visits. 

  Thank you. 

  Customer response

  04/26/2024

   
  Complaint: 21629169
  
  I am rejecting this response because: they are referencing a form that is not correctly filled out. There is no disputing the form is not correctly filled out. They actually confirmed it by referencing that both were clicked when it states, "Choose Only One". No assumptions can be made on an incorrect form. I have told them that I was there for an annual visit only. 

  We have asked the office how they determined what the correct response was (which box was meant to be checked) on an incorrect form without clarification. We have not gotten a response to this. 

   

  No one has explained how discussing blood pressure and Hyperlipidemia (elevated Cholesterol) are beyond the scope of an annual visit. Blood pressure and cholesterol are 2 primary indicators of health and are taken and tested in EVERY annual visit.
  

  Defining what is appropriate for discussion in an annual visit needs to be clearly outlined. This is important beyond this particular issue since yearly exams are for a lifetime. Clear guidelines are needed so a patient can know what is and is not part of a wellness exam. 

  This request has been made to the office several times and no answer has been given. 

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

  

  Business response

  04/29/2024

  Thank you for your response. On 04/22/2024, the billing department reached out to the office manager concerning this matter and stated that since medical concerns were discussed outside the scope of your physical, you were charged an office visit. We understand that you discovered that you checked both boxes at the time of your appointment but didn't realize your mistake until after your appointment with your provider.

  Again, you are welcome to correct your form prior to any future visit, but the office and billing cannot go back and modify what was discussed at the time of your appointment, in which you checked two boxes. You are free to call the office where you went for your appointment to ask for any clarifications regarding this matter as well. 

  Thank you.  

  Customer response

  04/29/2024

   
  Complaint: 21629169
  
  I am rejecting this response because:  They have still failed to answer the questions asked.

  1) How are assumptions made with incorrect paperwork?

  2) What are the acceptable topics to be discussed in a Wellness visit?

  3) How are the referenced topics, blood pressure and elevated cholesterol, outside the parameters of a Wellness visit? 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since May 2023 I have received bills from the ** Medical Group for a visit to an internist on 4/21/23. Here is some important information:1) I am covered by both ******** and a ******** supplemental policy from Anthem. You had needed in 2023 to submit the charges to both insurance companies for payment.2) In mid-2023, you sent me a revised bill indicating I owed several hundred dollars but you had not submitted the charges to Anthem.3) At that time, ******** sent you a letter (copied to Anthem) that you could NOT CHARGE ME for fees over and above what ******** and Anthem covered (once my deductible had been met, which was accomplished in January 2023).4) In January 2024, after both ******** and Anthem had paid for the revised/adjusted amount, you sent me another even more revised bill indicating that I owed ** Medical Group $56.98. A that time, I provided all the above information and indicated that you could NOT BILL ME THE $56.98. I called your office 10 times in 2023 (at the ************ number printed on the bill):I was waiting in queue each time I dialed you. The call would terminate after being on hold for 8+ minutes. I left my number for a call back the third through eighth time but no one returned my call. I tried, during my ninth and tenth call, to leave a voice mail by pressing "One Zero," but was told those buttons were NOT valid. I left a handwritten note on the invoice and mailed it back to you at ********************************************************************************* but received no response.5) Now, in April 2024 (received 4/4/24), I have received bill from you (dated 3/6/24) for the $56.98. Again on 4/4/24, on 4/5/24, and just now on 4/8/24, I have called your offices to speak to someone in the billing department. Once again, I have called times but could not reach you per above.It is impossible to reach the ** Medical Group's billing department! Thank you for your attention to this matter,*************************************

  

  Business response

  04/10/2024

  Hello.

  Thank you for your patience. We have sent your complaint to our billing department to further investigate this issue and will reach out to you with an update once we receive a response from our billing department. Our billing department may email and/or call you regarding this matter as well. 

   

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am ***********************. I visited on 11/24 for a yearly checkup, and I told the nurse and doctor that I came for an annual checkup (very clearly). Everything was done as per the yearly checkup. The doctor also checked the office visit (misrepresentation) to get additional money. I have spotted that I have asked he said he did because he had given a referral which I had not asked then he told oh may be because i have given prescription, finally he told he will talk to his manager and take care of this attached. after 2 months, now I got a letter that I owed $35 . the amount is not an issue; I am sure the clinic might be doing this practice to all the patient to empty their pocket.

  

  Business response

  02/28/2024

  Hello,

  On 02/28/24, your complaint was forwarded to the ********** office and the billing department so a representative can look into your account and follow up with you regarding your additional office charge. Please be mindful that our clinics and providers are not looking to extort money from their patients, as they are here to provide exceptional patient-quality care and outstanding bedside manners. 

  Customer response

  02/28/2024

   Business response is completely incorrect: "Please be mindful that our clinics and providers are not looking to extort money from their patients, as they are here to provide exceptional patient-quality care and outstanding bedside manners. "

  this is completely inaccurate. I have clearly communicated to the doctor and nurse that i came for annual checkup and requested no procedure outside the annual. They agreed and doctor has given a referral and marked as office visit along with annual, he realized later and was unable to undo. He has given a written letter that he has done all the procedure within annuals. I have his written document. I have called billing department when i have received outstanding balance yesterday and had a conversation with ****************** ***** and she mentioned there is no note on the file and she will forward to someone, and no one picked from other side, and she never lift the phone after multiple calls.  This is completely extorting money from the patients and their insurance company When a patient said that came for annual why they have not educated they will also add office visit.

   

  > I am sure if you review the historical data for all patient's annuals for this provide you will see this trend of extorting money by adding office visit.  

   

   

  

  Business response

  03/01/2024

  On 02/28/24, the ********** office manager and billing department both responded to your complaint. See below:

  
  ********** Office: The patient also had his chronic conditions addressed at the time of his physical. The patient has hypertension, and the medication was refilled. This is not considered a preventative service as it is providing treatment for an acute or chronic condition. The patient also asked the provider to put a note on his account as well.

  
  Billing Department: According to our practice, if a prescription was filled, the charges are valid. 

  
  Thank you. 

  Customer response

  03/01/2024

   
  Complaint: 21355454
  
  I am rejecting this response because: I dont have any chronic conditions. I went for annual checkup and clearly told i came for annual checkup. Everytime they are adding something.  this provider is looting the money by adding office visit when patient visits for annual checkup. Doctor has provided written letter and also he replied me that he will check with his manager. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/01/2024

  Noted in the patient chart: The patient was seen for his yearly physical, where all labs were ordered under his physical exam, and the patient received a refill for his blood pressure medication.

  
  Again, in our previous response to you, the patient has hypertension, and the medication was refilled. This is not considered a preventative service as it is providing treatment for an acute or chronic condition. At the time of your visit, since you discussed a condition outside of your physical and medication was filled for that reason, you had an office visit added, in which the $35 office charge is valid and cannot be refunded. 

  As noted in our company's Annual Wellness Form, we have our patients read and sign that any topic(s) discussed or addressed outside of their physical appointment will incur an office visit. 

  
  Thank you. 

  Customer response

  03/01/2024

   
  Complaint: 21355454
  
  I am rejecting this response because: I have not discussed any conditions outside of the physicals 
  . I am the person who talked to nurse and doctor. I dont know how you are pointing me i discussed .. check with Nurse and Doctor. I have not discussed anything despite i have told them i came only for yearly checkup. This facility I am sure to pull the annual checkup for other patient they may be adding office visit to fill their pockets. This is a scam.  Otherside doctor sends an email that he is workign with his manager and these guys send the email i have discussed outside of annual. Dont you have ******** and command sense to educate the patient anything we discuss goes to office visit not annual when patient clearly told they came for annual only ?????

   

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

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The doctor that I have been going to for over 20 years was bought or merged with Southeast Medical Group. Ever since that has happened, their billing has been terrible. Not to mention when you try and call about it you can't even reach anyone. I tried calling them today 2/9/2024, and when you listen to their own voice mail 7 is for billing. When you press 7 it indicates that it is an invalid selection. I was in there office yesterday, and I was charged $100 even though my insurance card indicates that I have a 0 dollar co-pay. I called my insurance, and verified that they were a preferred in network provider. My insurance company told me that I should not have been charged. I would like a member of the billing department management to contact me.

  

  Business response

  02/12/2024

  Hello,

  On 02/12/24, we've sent your message to the billing department regarding your request for our billing representative to contact you, in which a member did call and left you a voicemail. One of our representatives also left you an email so they could resolve your issue(s) for you. Please respond by emailing or calling the department back.

   

  Thank you. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited North Atlanta Primary Care in *******, ** on 10/03. ************************* was the physician I saw during my visit. Prior to the visit I contacted the office to verify that they accept my insurance and explained I have a tiered plan and can only visit with specific providers (Ahmadi is an approved provider). I provided them a copy of my insurance card upon arrival for my appointment. When I checked out from my appointment I was NOT charged a copay of $20 even though my insurance card indicates that is the fee for the services rendered. I received a bill 3 weeks later for $156.88. The claim was submitted to my insurance company under a provider I did not see. My insurance company contacted the billing department to correct the error. It is ethically wrong and deceptive to conceal billing information from patients - I should have been informed that the claim would be billed under ************, that way I could verify that this physician was a tiered provided. Had I known I would not have proceeded with the visit. The billing department (we spoke with Autumn - a new hire) promised that the claim will be corrected and resubmitted listing ************************* as the provider. I first contacted the billing department 11/20. Nothing has been resubmitted to my insurance company. I am requesting the claim be resubmitted and list ************************* as the provider because she is the one who performed services. Please stop all collections until the matter has been resolved.

  

  Business response

  11/28/2023

  Hello. We are extremely sorry for the inconvenience. We have escalated your billing issue over to our billing department requesting for a billing representative to reach out to you to provide a resolution in a timely manner.  You may also reach out to the billing department for updates at ****************

  Thank you for bringing this to our attention.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had insurance on 9/30 which I went to doctor and my insurance company paid for my visit two check ****** was paid and ****** was paid in 2022 and they rebill me on 3/17/2-23 out of the blue asking for money back this is not right i asked for proof of what happened and they refused to gice me any information they said the insurance company asked for the moneyback .. i ask for proof.. no response i asked them if they paid why would u ask for it over 7 months before i had insurance at the time of visit/!!!!southeast bills have emails are rejected when i try and contact them. they said let a message for call back i do that and calls not return and if do call it's day later and i work ... on hold for hours can't get this resolved so i have resulted in your help i have proof by email they had said it a billing error but have n0t responded to any calls and i ask for proof of credit back on bill my insurance company paid them this is bad customer service

  

  Business response

  06/15/2023

  Hi ******,

  On behalf of the company, we are incredibly sorry for the inconvenience. We have escalated this issue to our billing department, where a representative will follow up with you on a resolution. We will make sure this issue is resolved as soon as possible. 

  Thank you. 

  

  Business response

  06/15/2023

  Hi ******,

  On behalf of the company, we are incredibly sorry for the inconvenience. We have escalated this issue to our billing department, where a representative will follow up with you on a resolution. We will make sure this issue is resolved as soon as possible. 

  Thank you. 

  

  Business response

  06/15/2023

  Hi ******,

  On behalf of the company, we are incredibly sorry for the inconvenience. We have escalated this issue to our billing department, where a representative will follow up with you on a resolution. We will make sure this issue is resolved as soon as possible. 

  Thank you. 

  Customer response

  06/15/2023

   
  Complaint: 20179124
  
  I am rejecting this response because:
  I have heard this for the last three weeks

  my insurance company paid u 

  I had been on hold for two to three hours trying to resolve 

  no respond back I ask u for prove of the insurance companys asking for money back after 7 months 

  I am sorry take these charges off my bill immediately 

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

  

  Business response

  06/16/2023

  As stated, we have escalated your concerns to our billing department, where a representative will provide further assistance. 

  Thank you. 

  Customer response

  06/16/2023

   
  Complaint: 20179124
  
  I am rejecting this response because:
  Fake emails given to contact about issues

  hours on phone for hold to customer service billing 

  no response from certified letter of proof of insurance company asking for payment back -waited 7 months to asked for money thats seems wrong to me if that did happen why did this company bill be out of the blue 

  i am asking them to take these charges off my bill emails are being rejected and emails are fake to contact company 
  this is horrible customer service 

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

  Customer response

  06/20/2023

  Better Business Bureau:

  I have had threats and  this billing company doesnt want to take these charges off my bill-

  never received any notifications my insurance didnt pay 

  i had insurance in 9/30 and my insurance paid under the surprise bill act this was a surprise bill from this billing company over 8 months has passed and now they made a error and trying to say its my fault 

  never was notified of any issues before and honestly the whole thing to be taken off 

  southeast billing and  north Atlanta primary care doesnt want to admit to these code errors

  i asked for prove of insurance asking for money back and  one has been provided 

   

  Its not my fault u have poor customer arrive in your billing **** emails are coming back and fake emails and honestly only r

   

   

  too many problems and issues over 9 months was never notified so I am not responsible for your poor billing **** take charges off only

  I am seeking all charges be taken off and my dispute should stand 

  I had insurance and my insurance paid u bottom

  line its your responsibility as a doct office that has outsourced your billing to make sure patients are billed correctly and u failed that job 

  its ridiculous to

  come back after 8 months and ask for money these are surprised charges and under the law I had no knowledge of these charges and I am not

  Responsible for

  charges  under the surprise medical act 

  I have rights my insurance paid u 

   

   

  Regards,

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

  Customer response

  06/22/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that Mediation is necessary.

  I am open to Mediation but I am out of country for business for the next three weeks.When I come back, I would like to set up this conversation.

  Once again, I would like to state my complaint still stands. 

  For context, North Atlanta Primary Care/Southeast never informed me of any bill changes or rejection of insurance not being paid.

  My insurance paid them and they are refusing to acknowledge the error on their part. I was never notified about any issues until seven months after which seems very confusing to me. 
  

  I will look to resolve this issue once I am back from my work travels.

  Cheers,

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

  

  Business response

  06/23/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Both I and my wife have bills that we received multiple times and paid twice before noticing. The associate ******** manager at the ******** ************ *****************************, confirmed this and was able to stop the billing. But no refund has ever been received for the duplicate payments - and no one from the ******* office has ever even responded about this (or other non-billing things).The duplicate charges that were paid twice for my account ******** - *********************) were for $260.09 and $113.35. The duplicate charges that were paid twice for my wife's account ******** - *************************) were for $45.90. That's a total of $419.34 that we are due as a refund - and which has even been acknowledged by ***************************** so I'm not sure why the refund has not been issued. This is small potatoes compared to the way they have managed to find ways to charge things that never made sense. For example, they try to do unnecessary tests like chest x-rays each time, which insurance doesn't cover. We finally learned about that one and said no the last time, but now we know that that is not the routine that other doctors do - but we trusted them and paid more that I'm not even asking for.They also somehow turned my wife's routine colonoscopy into something that ended up being well over a thousand dollars! We had no way to know that was possible since mine had been fully covered at a different doctor ******** with the same insurance, so we didn't know to question their way of doing it. Then we were stuck with that huge bill since we trusted them - and I'm not asking for that back either.At this point I just want the refund of the duplicate charges that we paid twice for a total of $419.34 that even they have acknowledged! Note that we were suckered into agreeing to other things that amount to much more, but the $419.34 is clear double payments that even they have acknowledged but have not refunded!

  

  Business response

  06/08/2023

  Hello ****,we are sorry to hear about your negative experience at North Atlanta Primary Care *******. We take all feedback seriously and strive to provide the best possible care to all our patients.We apologize for any inconvenience caused by the lab results and the ordering of unnecessary tests. We will make sure to address these issues with our doctors to ensure that our patients receive the appropriate care.Regarding the lack of response from our office staff and billing department, we will investigate the matter and take appropriate action.We understand the importance of medical records and will immediately review our procedures to ensure that they are promptly delivered to all patients.We have contacted the billing department in response to you stating that you are owed a refund and will have a member of our billing follow up with you.Please accept our sincere apologies for any miscommunication or negative experience. We appreciate your feedback and will work diligently to make sure that your future visits are more positive.

  Thanks!

  Customer response

  06/08/2023

   
  Complaint: 20157611
  
  I am rejecting this response because: I have not yet received the refund.

  I know from experience that once a BBB response is "accepted" that nothing happens since the business' A+ rating is then protected. And I also know that not responding at all causes it to "go away", which leaves my only response until the refund is processed to be "rejected". That is the way BBB works and unfortunately how businesses like this that only respond to complaints have to be managed.

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

  

  Business response

  06/09/2023

  Hello,

  As stated, we have escalated the patient's complaint to our billing department, which is working to process and submit the refund.

  Thank you. 

*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. ↩