Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute a false "no-show" charge that has been repeatedly cited against me and to express my serious concern regarding the refusal to send my prescription to Lily ***** for fulfillment.I have been a patient of ***** ****** since ~2012 and have always scheduled, canceled, or rescheduled my appointments in a timely manner. Nearly a year ago, I had to cancel an appointment, and I did so by calling your office as I have always done. However, since that time, "*******" has repeatedly contacted me, insisting that I have an outstanding balance for a no-show feea charge I categorically deny.Last month when she called, I asked her to escalate the call to the office mgr. She placed me on hold, but she never returned (That's happened 3 times already since this all began.)What is most alarming is that she has now linked payment of this disputed charge to my prescription fulfillment, refusing to send my prescription to Lily ***** unless I pay. This action is not only unethical but also raises serious concerns about patient care and potential violations of medical ethics and patient rights. A prescription that I medically require should not be held hostage over an unfounded office charge.

  Business Response

  Date: 02/24/2025

  Upon receiving this complaint, I reviewed the patients account and noted the $75 no-show fee along with a request for a medication refill. The prescription has been refilled, and the patient has been contacted to inform her of the completed request. Our most recent records indicate that this patient has been with our practice since 2017. During this time, she has scheduled and canceled 12 appointments, either by calling the office or using the self-scheduling app. Additionally, she has 10 recorded no-show appointments. The most recent no-show resulted in a $75 charge. Due to the appointment history,we did not give an adjustment for this charge. She previously signed a No-Show Policy Agreement in 2024, which outlines the guidelines for avoiding these fees. Please let me know if presenting the signed agreement or appointment history will be helpful.
  Please let me know if I can be of further assistance with resolving this complaint.

   

   

  
  

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd had dermatology services with this company before & this specific incident was a follow-up. I'd received medical referrals for services and have HUMANA MILITARY TRICARE EAST and this insurance was active and still is. The billing person submitted payment request to TRICARE and received payment but I was also being billed for services; I'd received multiple correspondence via mail and email so I'd made payment. My payment was received and the company also recieved payment from TRICARE prior to March 2024. I'd noticed the insurance company payment and when I'd called to inquire of this from the company, I was told different info from the same lady and then she noted both payments from me and TRICARE. She stated they'd be refunding my monies once the payment from insurance in system and I was told a time frame of about April 2. I received another mailed correspondence about 2/3 weeks after I'd spoke with this same female finance lady within the office and it was another bill of sorts not my refund. It's now been over a month and I've yet to receive a response nor my monies. I made contact 4/19 & 4/22 via patient portal and received a return call from I think ****** whom informed me the finance person was on vacation and she was to return 4/23 and she'd inform her to contact me. I've yet to receive any type of communication phone call or email from the finance person. Another issue-when I'd spoken with ****** she was unable to even see the payments posted, mine or the insurance company but then she informed me she was only able to see certain info, not all. I'd not understood how this was not seen when in fact I'd confirmed this on 3/20 with finance person and with TRICARE which shows they also made payment and I was only responsible for my co-payment. Those docs are attached.

  Business Response

  Date: 05/14/2024

  May 14, 2024
  To Whom It May ***************** you for providing us with the opportunity to address the complaint lodged against Dermatology & Skin Surgery Center, P.C. We have taken prompt action to resolve this matter and wish to provide a detailed account for your review.
  The issue at hand pertains to ****************************** appointment with our center on 2/9/24. The resolution on 4/24/24 involved a credit issuance of $108.00, which excluded a copayment of $37 by her insurance.
  Below is a chronological overview of the events:
  2/9/24: ****************** initial appointment.
  
  2/14/24: We made a courtesy call to ************** informing her of her insurance denial.  Upon hearing this information she said we were lying so we promptly sent a copy of the denial letter to her address at ******************************************.
  (Attached: The Tricare Denial Remittance from her insurance company).
  
  3/1/24: ************** communicated with us via her patient portal regarding the statement she received, disputing the balance. We responded, informing her of her insurance denial and advised her to contact her insurer.
  (Attached: Documentation from our portal correspondence with ************** where she stated we are providing false information regarding the balance owed).
  
  Over the subsequent weeks, we monitored Tricare's website, noting that the payment had not been processed to us.
  
  3/27/24: On this date the claim finally showed as being processed in Tricares system, but due to the Change Healthcare Cyber Attack, there was a delay in Tricare processing the Electronic Funds Transfer (EFT).We did not receive payment from Tricare until 4/24/24.
  
  4/24/24: We received payment from Tricare and promptly refunded the total amount of $108 to ************** ($145 balance, less $37 copay). We offered her various refund options, and she requested the funds be returned to her credit card initially used.
  
  It's important to note that factors beyond our control, such as insurance processing delays and the Change Healthcare Cyber Attack, contributed to the delay in payment receipt. None of these issues are attributable to our company. Throughout this process, we maintained a courteous demeanor and expressed gratitude for ****************** husband's service to our country. Thus, we were surprised to receive a complaint from the BBB.
  We are willing to provide any additional documentation necessary to support our account further. Thank you once again for affording us the opportunity to present our perspective on this matter.
  
  Sincerely,
  **************************
  Administrator
  Dermatology & Skin Surgery Center
  ***********************
  ************. mobile
  ************. office direct