ComplaintsforVillageMD

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 5th I took my son (minor) for his annual check up. I received a bill for $150 after insurance payment. The annual visit is 100% covered since its preventative care. The doctor checked his nose and throat as part of the of the visit and noticed irritation and offered to call in a prescription. Im being charged $150 because the prescription is considered an extra service not covered by the visit. I was not made aware of the extra charge, and was not given an option to decline it. The doctor made it seem like it was part of and included in the check up. I called to dispute the charge and they are refusing to not charge me for the extra service fee. This is a scam. Its unfair to not make a patient aware of the extra charge before charging the amount.

  

  Business response

  07/23/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  07/28/2024

   
  Complaint: 22024366
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was seen by Village Medical in late May for a 'wellness exam.' During the exam I had a pap smear and also a breast exam. I mentioned to my practitioner when she asked if I had any other health concerns that my PRE-EXISTING psoriasis was flaring up and really bothering me. I asked for a prescription for medicated shampoo that I have had prescribed in the past. My head was not examined, there was no new diagnosis, and the conversation was less than 1 minute. A few weeks later I received a bill for not only my 'wellness exam' but for a separate exam and consult for my psoriasis. I called and called - no return calls, and sent 3 emails. Finally someone got back to me on July 5th. I feel that Village Medical is committing insurance fraud. They are double billing my insurance for my visit and expect me to pay out of pocket over $100 for a conversation that was less than 1 minute. I have never been charged extra for speaking about 'other' health concerns at my 'well visit.' Village Medical should be obligated to inform me and other patients that if something is out of scope for the visit and the patient will see excessive extra charges they need to let the patient know what to expect so that the patient can make a decision on how they want to proceed. In my case I would have just said nothing and picked up some head and shoulders. Finally Village Medical is misrepresenting what a 'well visit' is. It was truly ONLY a PAP and breast exam - any mention of ANY other health concern was going to result in an extra charge to me without my knowledge or consent. They need to transparent in their billing and practices, not surprising unsuspecting patients who think their best interest is in mind.

  

  Business response

  07/15/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  07/15/2024

   
  Complaint: 21975947
  
  I am rejecting this response because: they have said this multiple times. I have not heard from upper management and this is not resolved.  
  
  Sincerely,
  
  *************************

  

  Business response

  07/16/2024

  Thank you for the update, ****. We have confirmed a member of our billing team will be reaching out to you today. Please be on the lookout for a call or email. Thank you. 

  Customer response

  07/16/2024

   
  Complaint: 21975947
  
  I am rejecting this response because: - NO ONE HAS CONTACTED ME - AS USUAL... NO RESOLUTION, I'M OUT MONEY - MY INSURANCE HAS BEEN DEFRAUDED.
  
  Sincerely,
  
  *************************

  

  Business response

  07/17/2024

  Hi ****, 

  We have confirmation from our billing team member, ********, will be adjusting the balance and calling you to verify the card used is still active. From there, we will process your refund. Thank you. 

  Customer response

  07/18/2024

   
  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. They have refunded my payment - however it is very sad that there was/is no explanation and I suspect many many other customers/patients have or are being overcharged/excessively charged by this company.  

   

  Thank you BBB for helping me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *******,********************************* tel ************** FRAUDULENTLY REFUSES TO BILL MY PRIMARY, ********* AND INSTEAD BILLS ME 4-24-2024. BECAUSE I AM **************** PLAN I CANNOT BE BALANCE BILLED. I AM MSP-QMB. ***********************,me, ASKS YOU TO STOP THIS FRAUD. I'VE TOLD VILLAGE MD BUT THEY IGNORE ME. I'VE NOTIFIED ********************,********************,****************************************,********************,billin [email protected],***************,AND VILLAGE MD ******************************************************************* to no avail

  

  Business response

  07/10/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a CityMD billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the office to make an appointment for a physical. I made the appointment and was not told about a preliminary office visit before I had a physical. I met with the doctor and he performed a physical. He asked me what meds I was taking and I told him none but told him meds I had taken in the past. He did not prescribe any meds since I am not taking any. I also had no issues or concerns but I noticed he put weight issues in my chart even though I never mentioned it. After the appointment, I was billed for a establishment of care instead of a physical. When I called to question this, I was told this was standard practice for their office. I was never notified of this when I made the appointment since I would never agree to this. Why would I pay to see a doctor just to introduce myself, especially if I decide not to go back to them if I don't like them. I will never return to this doctor and now have to get a physical at a different doctor since they say they did not perform the physical even though the doctor did everything normally done in a physical like listen to my heart, order blood work, and check my ears and throat. This is like me going to the garage to get an oil change and they replace my breaks. I asked for a physical. If that is something they don't provide on a first visit, then they need to inform their patients that so they can decide if they want to go to that doctor or not.

  

  Business response

  07/12/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  07/15/2024

   
  Complaint: 21829722
  
  I am rejecting this response because: I have not received a phone call which I am not surprised by since the office does not answer the phone nor return calls. I did get an email with a link telling me to pay my bill. When I click on the link, the system crashes which has been the case from day one. I have never been able to access their portal without their system crashing.
  
  Sincerely,
  
  ***************

  

  Business response

  07/16/2024

  Hi ***, 

  We have received an update from the patient relations team who have informed us your case in in review. They will be reaching out to you with an update. We appreciate your patience as we resolve your matter. Thanks again. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/27/22 I completed a wellness exam with my primary care physician at Village Medical in ******. The doctor's billing office, ****** Medical submitted a charge of $298 for the exam.The insurance claim was denied in February of 2023. ****** Medical sent me the bill for $313 I paid the bill on 3/1/23. I also appealed the claim denial and ****************** did honor payment of $126.28 per allowed ******** cost in April of 2023. I called ****** and as of 4/24/23 they stated that they did not receive the payment yet. I called and e-mailed ****** on a regular basis during the year and the billing office staff stated that they could not refund my payment since I am still seeing the doctor. ****** staff also suggested that I use the funds to pay my doctor visits during the year. At $15 per visit, it will take me several years to use the refund which I declined. I am exhausted at trying to recover my funds. I need your assistance in this problem. I also called the insurance customer service staff and they confirmed the claim was paid. I consent that the BBB may disclose information it receives consistent with BBB Privacy Policy in which case HIPAA or state law may no longer protect this information.**************************** 3/21/24

  

  Business response

  07/12/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  07/12/2024

   
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Village Medical on ****** Dr. ** where my primary care provider is as per my insurance plan ***- SilverD advantage plan. I went to see a provider, my test came back positive for a very serious disease that needs to be taken care of immediately by specialist and I was told I was getting a referral to a specific gastroenterology office and to call and make an appointment. When I called this specialists office they stated no referral was showing on my ***-Silver D advantage online portal and *** will not pay for any visits to them unless the referral is done through the *** website digitally only. I called VILLAGE MEDICAL and advised them of this and they stated the referral was already done and approved and faced over to the gastroenterology office. I called the specialist back and they again states nothing is showing up in *** account. So I called VILLAGE MEDICAL again and they kept stating the referral was done already there is nothing more they can do. This has been going on since 6/3. So I called *** and they stated that in fact they will not pay for any specialist visits unless approved beforehand and the approval as obtained through their online digital referral system which they did not have any record of village medical submitting for a gastroenterologist for me. I called village medical back and they are still adamant that a referral approval was obtained. I asked them to speak with someone else and they said last Friday I would receive a call back within 3 days. It is now the following Friday exactly 7 days later and no call or resolution and I am needing to be treated for a life threatening illness that is impacting me greatly. I need this resolved and getting nowhere with them. All I need them to do is submit the referral through *** online referral system to get actual approval. I can't pay out of pocket for my medial bills. They know how to submit these referrals because they have already previously submitted a proper referral.

  

  Business response

  06/25/2024

  Thank you for bringing this to our attention. We have escalated this to our patient relations team who are looking into this immediately. Please be on the lookout for a call or email from us. Thanks again. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Village medical was my health care provider in ****************, In Jan 2023 I just moved to ********* and was told by my health care insurer to get a new provider and doctor. I selected Village medical and *************. This was for my required yearly physical, at no cost to me. I scheduled all of this and received a physical, but 2 months after was told of a bill for what my insurance company has always paid. What Village tries to do, is bill a separate visit for what every other provider does for their yearly physical. After arguing the bill, I was told it was being dismissed. Over one year later, Village Medical, with no warning, ******** to abandon ****** as a provider, and then decides to rebill me for a bill I was told was dismissed. The no warning came 3 months after I resigned up with them, in March, and the bill came 2 weeks later. This is obviously a poorly managed company with the no warning they were leaving (injury), but is also a dishonest company by rebilling an already settled account after pulling out (insult)

  

  Business response

  06/10/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  06/16/2024

   
  Complaint: 21820252
  
  I am rejecting this response because:

  I have not heard from the billing department as I was told.  It has been 6 calendar days, and apparently you will close this case with no response after 7 days, so I have to reject what is implied as a settlement.  *********** website now shows, again, a balance of zero, bot the statement does not show this has been settled.  This is similar to previous correspondence with this company.  Everything is settled, until its not.
  
  Sincerely,
  
  *************************

  

  Business response

  06/18/2024

  Thank you for the update, ****************. We have followed up with our billing team to give you an update asap. Thanks again. 

  Customer response

  06/23/2024

   
  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

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am filing this complaint regarding a bill I am receiving from Village Medical (owned by ********************** which I believe is a ********* subsidiary). I went in for my yearly physical on January 4, 2024 which is fully covered by my insurance. I went through the normal questions that my doctor normally asks me. At one point, he asked me if I was having trouble sleeping. I said occasionally I was. He suggested I try taking Melatonin. He did not prescribe Melatonin as it is over the counter. This was maybe a ***** second *** exchange, prompted by the doctor, and not at all a reason I was visiting the doctor. ********************** then closed their Village Medical ********s a few weeks later so the doctor is no longer there. I am now receiving a $47.64 bill from them saying that I had a separate appointment (on the same date) due to insomnia and was prescribed Melatonin (which is an over the counter drug that does not require a prescription). Normally I would handle this through my doctor, but my doctor's ******** was closed at the beginning of the year by **********************. I have called the billing department at least 5 times trying to rectify this. At one point they sent my request for review but when I called back a couple weeks later, they said my request was denied. On my last call with their billing department, I asked if I could speak with someone in the review department or a superior who could answer more specific questions, but was told by the billing associate that no one could help me regardless of who I was transferred to. I understand that the billing department probably is just doing their job, but I should not be charged for something that did not occur. The goal of this complaint is that I should not have to pay $47.64 for honestly answering questions during my physical that required no followup from my doctor.Details:Patient Name: ********************************* Account #: ************ DOB: June 22, 1988 Physician *************************************** Amount Charged: $47.64

  

  Business response

  06/04/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  06/10/2024

   
  Complaint: 21791692
  
  I am rejecting this response because: the business said they would reach out 6 days ago.  I have yet to hear from VillageMD.  I am not sure if they are still planning to reach out but the message from BBB says that this complaint will close out in 7 days if I do not respond so feel that I need to say that I am rejecting it since no communication/resolution has occurred.  Still have yet to hear though so not sure if this was actually escalated; I guess it is possible I hear this week some time.
  
  Sincerely,
  
  *********************************

  

  Business response

  06/13/2024

  Hi ******, 

  Thank you for the update. We have shared this with our billing team. Please expect a phone call or email within ***** hours. Thanks again. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited Village medical on 2/26/24 . When I left the visit I was told that the visit would be fully covered by my insurance. I then recieved a bill in the Amount ******. When I was there the DR did not perform any services. We were not able to communicate because she did not speak English very well. She said since Village medical is closing I will just refill your prescriptions. She did not review my blood work which was the reason I was there. She didn't do anything and the visit was only a couple of minutes. I beleive this bill is unjust and the money paid by the Insurance should be accpeted as payment in full.

  

  Business response

  06/04/2024

  Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again. 
  
  

  Customer response

  06/04/2024

   
  Complaint: 21780186
  
  I am rejecting this response because:
  They called and left me a voicemail and when I tried to call back the number the number was disconnected
  Sincerely,
  
  **********************

  

  Business response

  06/05/2024

  Thank you for the update, *******. We have requested a billing team member to call you back to help you with your issue. Thanks, again.

  Customer response

  06/06/2024

   
  Complaint: 21780186
  
  I am rejecting this response because: They have still yet to contact me to resolve the concern and their number is still disconnected.  I have found several other people with same issue so we are discussing class action lawsuit at this time.  
  
  Sincerely,
  
  **********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been a while because my family have been to busy mourning my father. I understand that it's a business but when you call in because your family member is very sick the last thing we care to hear about is a survey especially when the questions are irrelevant. Many people don't want to do a survey or waste there time to hear about there being a survey. Colorado used to feel like a family based practice but now it's become so commercialized since Village Medical took over. Please stop having your agents mention the survey. Asking at the beginning is enough and if we say no to the survey don't call afterwards. This is very frustrating. Especially when you're more worried about your dying relative then a survey. I'm surprised no one else has complained about this because I do know there are many patients not happy about you having the whole survey. If you do keep it please don't have your agents mention it let them worry about the **** patient. Because right now I don't feel as this company gives a s*** They only care about there **** money. Please prove me wrong and make this place feel family based again.

  

  Business response

  06/04/2024

  Thank you for reaching out, *******. We appreciate you sharing your experience with us and have escalated your concerns with our patient relation team who would like to learn more. Please be on the lookout for a call or email from them. 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. ↩