Complaints

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• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair 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.

  In December when I had my appointment, a necessary procedure I was told I would have the procedure done the same day. Only to be told I needed blood work. Then I paid around $900-$950. I had a witness with me while the receptionist outlined all of the charges and assured me that my next appointment I would only be charged for the appointment. $300. I was told to come back next week after labs to have procedure done.Then I was told I actually owed $150 more which did not add up because I was told that the $900 a paid a week prior covered my second appointment. She denied this and when I offered to pay $50 more the receptionist snickered and said she doesnt want me to be broke and I look hungry and to grab something to eat.She then proceeded to tell me that she waived the labs. This did not make sense because it contradicted what she said at first appointment because she said the labs is through a third party vendor. She then said I owed $150. Then during pellets procedure I was given such a small dosage and a mimosa with alcohol. The doctor advised me to take a testosterone pellet to raise my testosterone to the level of a PCOS woman which makes no sense. Im a trans woman with a v***** but no gonads. I called to cover the balance and reset online portal. My estradiol labs and my billing information does not show and when I call the clinic I dont get any call back. She also said she doesnt accept ****** insurance for labs billing but then she asked for my medical insurance card just to have on file.She tried saying my transaction was declined initially which made no sense because my card had money so I said it was locked and for her to try again. It was approved that second time yet chase has no record of declined transactions on my second appointment. Whats also confusing is that the $900 was taken the first appointment yet my statement doesnt reflect this.

  Business Response

  Date: 02/09/2024

  To Whom it May ***************** *************************, am the attorney assigned to represent The Wright Center in connection with this Complaint.  I would hereby request that all future communications regarding this matter be directed to me.  My office direct line is ************.  My E-mail is ******************.  

  **************** was advised in advance of her appointment that blood work was needed, as documented by a lab order sent to her per her referring physician.  Given her prior medical history, she would likely have known that anyway.  

  As for charges and payments, **************** was to be charged the standard charge of $850 for her first appointment on 12/2/23, which would have included the $350 for the initial appointment, and $500 for the medication.  As ******************** own submitted materials show, she only paid $350 at that time, not "around $900-950."  This is because the medication could not be provided without the blood work.  The Wright Center did the blood work for her at no charge.  That left a remaining balance of $500 for the medication, as well as a follow up appointment charge of $150, which was requested at the second appointment on 12/5/23.  **************** apparently did not have that amount, so The Wright Center accepted the $500 payment documented in ******************** own submitted materials, and waived the remaining fee for the second appointment.

  There is no basis provided for ******************** claim that she paid $900 at the first visit.  That is simply untrue, and her own submitted records reflect that.  As her records show, she paid a total of $850, which included the medication, two appointments, and blood work.  The charges were actually less than she should have been charged.

  As for the medication provided, that is a discussion that is likely beyond the purview of the BBB, and raises HIPAA concerns.  Suffice it to say The Wright Center disputes any suggestion **************** was given the wrong medication, or wrong dosage.  The Wright Center further disputes ******************** statements regarding credit card charges, or any supposed "snickering" by staff.  

  Thank you for your attention.  If you have any further questions, or are in need of additional information that I can provide, please direct any such inquiries to me.  I have already been in touch directly with **************** as well.