ComplaintsforVillageMD

• Initial Complaint

  08/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to Associates in Family Medicine (Now run by Village Medical) in Ft *******, ** on April 25, 2024. I found a great doctor! The issue is the fraudulent billing by Village Medical. I have a high deductible plan through Anthem. I know I pay after billing is submitted through insurance and allowable charges are established. I received an alert from Village Medical in May that my bill was ready. I also checked my EOB at Anthem. The original bill was $292 for office visit and $5 for lab. After Anthem processed my total due was $159.03. I paid the full amount on May 11, 2024. I have been unable to access the billing section of patient portal for at least 3 weeks. On Aug 1, 2024 ******************* informed me I had a credit in my account. He was wanting to use it to pay another bill I question on telehealth. They billed for way more time than my 10 minute teleheatlh visit. FRAUD! That will be addressed separately. I then went out to ****** to see what was billed. There have been 2 more billing submissions of the 4-25-2024 date of service after the original that I paid! One denied. Another was re-bill for the same visit in the higher amount of $376 for doctor visit and $5 for lab with allowable charges of $238.57. This EOB was not process by Anthem into my account until Aug. I see a third billing by Village Medical for same date of service (4-25) that was received by Anthem on Aug 1. So Village Medical billed my visit, I paid for the original amount of $159.03 owed. They never tell me they are re-billed the same visit twice after the original billed amount! I was NOT notified of any of this until I reached out about the improperly billed telehealth visit. I am unable to access the billing and Payments section of the portal for weeks. Now the new billed amount is $79.54 more than the original amount I paid for the same visit! I want the April 25 visit returned to the original amount I paid!!They are practicing insurance fraud!

  

  Business response

  08/19/2024

  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. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/25/24 I had my annual check up with my doctor at Village Medical in Surprise, **. I had to put my credit card information in in order to have my appointment. On May 18, 2024 I was charged $186.98 and on May 20, 2024 I was charged an additional $38.72; total of $225.70. I have been in contact with Village Medical since May of this year, as well as with my insurance company. My insurance company states that I should be charged due to it being my annual check up. But they charged me anyways. Yesterday, I received an explanation of benefits from my insurance showing a patient responsibility of $0.00.I called back today and spoke with a representative named ******, he gave me the run around explaining that I would have to wait longer to get the refunded. ****** also continuously refused to let me escalate the issue to his supervisor, doing everything in his power to not let me speak to his supervisor to reach a resolution. He gave me no time frame of a refund. I was wrongly charged $225.70 and am just requesting a refund in a timely manner.

  

  Business response

  08/19/2024

  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

  08/19/2024

   
  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

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to Village Medical for an Annual Physical checkup which is fully covered by insurance. They billed it to insurance with the wrong billing code (they put R42 instead of I believe G0348). As a result I am now being billed for all the consultation and tests. I called up Village Medical and they said it will take 2 weeks to correct. A day later they charged my credit card instead of correcting and waiting for insurance. Clearly they have a backend billing code problem and I am being made to pay for it. An annual visit for a physical is really very very simple and an error there is unacceptabl - to not even try and correct and charge me for it is even worse.

  

  Business response

  08/14/2024

  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

  08/14/2024

   
  Complaint: 22139999
  
  I am rejecting this response because:

  The response indicates that the billing department will contact me with no timeframes given. In addition, before I lodged the complaint, I had talked to their billing department and they promised to look into it, and yet went ahead and charged by credit card with no resolution in sight. The anticipation that their billing department will do different this time is far fetached as this avenue has already been explored.

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

  

  Business response

  08/15/2024

  Thanks for the update, *****. I have confirmed a team member will be reaching out to you to update you on your case. Please be on the lookout for a phone call or email. Thanks again.

  Customer response

  08/16/2024

   
  Complaint: 22139999
  
  I am rejecting this response because:

  The billing team called in with an apology stating that the doctor should not have discussed anything outside of preventative - but the matter of fact is doctor actually encouraged it asking leading questions so as a consumer I feel trapped into paying for the providers mistake.

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

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Greetings,Im insured with ********** Blue Shield and scheduled an appointment on July 24 with a primary care physician through Village Medical. Unfortunately, I received a voicemail a few days before, stating the appointment was canceled because they didnt accept my insurance. I confirmed this with Village Medical and rescheduled with another office that did accept my insurance. The same thing happened twice more, leading to multiple canceled appointments and considerable frustration.Despite paying a $20 copayment and providing my personal information, my final appointment was also canceled on the day of. After repeated calls and being transferred, I was assured I would receive a refund, but its been over a week, and I havent received anything.My concern extends beyond the refund; Village Medical still has my personal information, and this entire experience has been frustrating. If Village Medical is legitimate, they need to improve their operations. If not, they should not be partnering with BCBS, as this reflects poorly on them.Thank you for your attention to this matter.

  

  Business response

  08/13/2024

  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

  08/13/2024

   
  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

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive had monthly doctor appts regarding weight loss for the last 12 months. I was seen by my provider on 5/21/24. He said he was calling in a prescription. It seemed as if he forgot. I sent a message on patient portal 6/2/24. Office staff kept responding "medication was not in my medication list", never checking with my doctor. After several messages staff finally fwd the message to my doctor 6/8/24. He sent the medication to pharmacy. Pharmacy said insurance was waiting for prior authorizationfrommy ** which was sent 6/8/24. I sent messages to the office to complete prior authorization. Each timeI received response from *** "will not be approved, you are not diabetic". I have several requests asking for it to be sent and denied by my insurance not her this lasted over 6 weeks. Finally on 7/17 my insurance and denied it.I submitted a complaint for discrimination by the office staff *** for decided on her own that my weight loss issue was not important, what my doctor sent to the pharmacy did not need to go through my insurance and that she could choose if she would check with my doctorregarding my medical questions in the portal.After RX was denied my doctor was able to sent to a compound pharmacy on 7/27. This could have been done months ago if only *** would have forwardthe request for prior approval. I had a scheduled virtualvisit 8/1 at 2:40pm to discuss prescription. I was triaged over the phone and paid copay but was never sent the link for the visit. I have sent a few messages in portal since askingwhy that appointment didnt happened and requesting my ** give me the dosage he would like me to take for the medication. None have been answered. I feel I am being retaliated against due to my previous complaint. The patient portal says they will respond within 48 hours.

  

  Business response

  08/12/2024

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/28/24 io went to Village medical for an annual exam. my doctor gave me the exam and prescribed a medication. My insurance covers annual exams, no out of pocket. i received my EOB from the insurance company and they billed for two visits on the same day, a medical and an office visit. they were paid for both and still sent me a bill for $30.00. I believe this is fraudulent. I have spoken with the Village medical billing and they have denied any wrong doing. I have multiple other visits and have never had my insurance billed twice for a single visit. Insurance paid a total of $159.81 for the two visits.

  

  Business response

  08/05/2024

  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. 
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business to have a physical done. I had never been before. While talking to the doctor I informed her at least 5 times that I do not want anything done outside of the physical otherwise my insurance will not pay for it. At one point during the visit I informed her that I have a hearing problem. I only told her this because it was negativelly impacting communication. She was talking very low and I had to keep asking her to repeat herself. Once I told her this she said that was odd given my age to which I responded that I'm pretty sure it is due to a fluid issue based on what I have been told before but that is not why I am here. About a month after the visit I recieved a bill for $126. When I called to find out why they told me since she looked at my ear and prescribed me medicine that is outside the scope of a physical I was charged for a sick visit as well. I had no idea anything was prescribed until that moment nor did I ask for anything to be prescribed. Apparently she prescribed me a nasal spray for some reason. To this day I don't even know where it was sent because she never asked about what pharmacy to use. I have spoken to the doctors office and the billing department who all say they are going to escalate but when I call back for a resolution I am told since she did something outside of a physical I am required to pay for the visit. I think this is a scam or possibly insurance fraud as I never asked for anything outside the physically and made it incredibly clear I didn't want anything outside of a physical either. Thank you for your time.

  

  Business response

  08/06/2024

  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

  08/12/2024

   
  Complaint: 22072951
  
  I am rejecting this response because: no one has reached out. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/13/2024

  Thank you for your message, *********. I have confirmed with our billing team member, *******, that she both left you a voicemail and an email to update you on your adjusted balance on your account. Please reach back out to ******* if you have any questions. We hope you found this resolution satisfactory. Thanks again.

  Customer response

  08/13/2024

   
  Complaint: 22072951
  
  I am rejecting this response because: no one has reached out. I did not receive any calls, voicemails or email. I do not know who ******* is nor do I have their number. My number ends in 585. If they is not the number they are calling, it is not me. Please provide *******'s contact information so I can reach out.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/14/2024

  Hi *********, 

  You can reach out to ******* at *****************************. Please reference your original BBB message for her as background. Thank you.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called first off the person answering the phonI didn't know anything. She would not let me make an appointment. She said I needed a referral, whatever. ***************** is my sleep dr *** establishedpatiebt whether he moved offices is not my problem I need to see my Dr and there is not a competant person to just take my appointment ridiculous policies like the movie idiocracy no brains.

  

  Business response

  07/29/2024

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

• 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,
  
  *************************

*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. ↩