ComplaintsforOrthoAtlanta / Piedmont West
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
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My problem and issue is extra payment I have to make. At Piedmont Orthopedic I bought an Ankle Sleeve through Ortho ******* and they said all I have to do is pay $18.44. Now they are charging me extra $41.56. I called the number on billing statement to resolve this issue but they are very uncooperative and will not adjust my bill. They said report us to bbb and we're nonchalant and uncaring. Would you please help in reference to this matter? Thank youInitial Complaint
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was seen at the location at ************************************** in ************* **. I was referred to ************* Piedmont in ************* **.Upon arrival at my 3rd appointment with a broken ankle, I forgot and left my wallet in my car. Since walking is still painful and I have as scheduled again in a couple of days I asked could I pay at the next appointment instead of walking all way back to my vehicle.The lady at the front gave me two options. Reschedule or go back to the car. And I took off work for the appointment. Telling someone to reschedule is not Customerservice.I then asked was there a manager. Some arrogant young person named **** came out and I politely asked for the payment policy in writing. He then said he would have to find one. I waited over 30 minutes and nothing.Business response
09/28/2022
Thank you for your letter of September 12, 2022, regarding the above-referenced complaint by one of our patients. We appreciate the opportunity to respond. We strive to provide excellent service and care to all of our patients, and it is important for us to know when we fail to meet our patients expectations.
As in often the case in healthcare billing, there was a portion of the bill which was covered by the patients insurance and a portion of the bill which was the patient responsibility. As such, at time of service part of the patient responsibility was to be collected. Under our contractual obligations with the patients insurance provider we are required to collect Co-pays on the spot each time we treat a patient. The patient should review the benefits page of their insurance policy to confirm this requirement.
In the present matter, the patient was unable to pay their co-pay at the time of service and asked to speak to a manager. When our *************************** Manager went up front, the patient requested to see in writing where she had to pay before she was seen. Our Manager explained that copays are collected at time of service. The patient stated that it doesn't make sense that she would have to walk back out to her car to get her wallet. She stated she wanted to see the written policy that says she has to pay before being seen. Our Manager is also a practicing Physical Therapist and was working with a patient when he went to try and help the patient. As this is not a question which he had been presented with previously, he explained to the patient he would get help from the business office staff and went back to treating his patients while the business office staff made the inquiry. Then when he walked up front to let the patient know he was still waiting on someone to get back with him on the written policy, the patient walked up to the desk and said to cancel all her appointments and left. While there is not a policy, the patients do receive and execute the patient responsibility form at registration which provides that they are responsible for all co-pays.
*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.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.