ComplaintsforPiedmont Urgent Care by Wellstreet

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was instructed by the VA to visit an urgent care facility regarding a rash. I set up an appointment with Wellstreet urgent care. I input my insurance information provided by the VA during scheduling. For some reason I was scheduled for a video consult with a provider. I was specific that my rash was located in a sensitive area. Needless to say, I was uncomfortable with a video consult for something of a personal nature, but I was worried and just wanted to be seen. I was unable to enter the video session due to technical difficulties on their end. I was then called by the provider and she told me that she would never do a video chat for a rash, and said that I would need to be seen in person. That was the extent of the service that I was provided. I had to figure out my issue on my own and self medicate. About a month later I received a **** for $75. I called the billing department and explained that I was never seen by a provider, and even if there was a charge, that the VA was assuming any financial responsibility and that they had been provided with my Insurance information for the VA. I was told that it would be resolved. Here we are months later and now I have a collection agency calling me and putting delinquencies on my credit report. I would like for Wellstreet to review their record and reverse this debt. I understand that mistakes happen and that they are a large and very busy business but this is too much.Event date 5-Apr-21

  Customer response

  11/01/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I only had contact with this company one time.
  
  I am not sure why they are saying there were two separate instances. I am also not sure why they say they weren't accepting VA Optum until November of 2020 and then specify a date of 11/24/20. Even if they say that there was no I zurande coverage, I did not agree to "self pay" I would have attempted to be seen elsewhere. In addition, I WAS NEVER SEEN. It is disparaging that a company would try to collect money from a person for a service they never provided. How is this not fraud? Would you go out to want and pay without ever seems a waiter and or having your needs of hunger met?
  
  This is diabolical.

  Business response

  11/01/2021

  We do not show a date of service for 4/5/21 under this name and address. There is a date of service of 3/16/21 which was processed by VA Optum and paid for in full. There is no balance and that was retracted from collections after the payment from Optum was found.
  
  There is a date of service from 11/24/20 that is open with a balance of $75 for self-pay. There is no VA *************** on file for this date of service since VA Optum was not a plan type accepted at this location until November of 2020. We apologize if there is any confusion around the dates and will be happy to further assist you if you would like to contact us at ************. Thank you.

  Business response

  11/03/2021

  Thank you for your response. We have reviewed the chart notes and see where the video was not working for you but the audio was connected to the provider. Per the notes, the provider indicated for you to be seen in person to evaluate the symptoms. I do not see where you came into the clinic for this evaluation. As a courtesy, we have adjusted the charge for the phone visit and your balance is $0. We apologize for the inconvenience and appreciate your patience and understanding.

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