ComplaintsforMidwest Express Clinic

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to receive medical records from this provider. My attorney sent them a letter with records request 3 times and no responses. I submitted medical records request on line, and I don't even know if the link is working as no email confirmation was ever sent to me. I need records from my visit after my car accident and seems like this business does not care.

  

  Business response

  07/16/2024

  We apologize for the inconvenience you have experienced with your medical records request. It appears that there was a miscommunication regarding where to send the request. We have followed up with you to confirm that you did receive your records.

  If you encounter any further issues or concerns, please do not hesitate to reach out to the Patient Advocate Team at ************. We value your feedback and appreciate your patience as we work to improve our services. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 08/27 I was seen in the **************** location for a knee injury. A couple of weeks later I was unfortunate enough to have the cotton from a QTip come off inside of my ear and couldnt remove it so I returned on 09/18. I saw a different practitioner who used a set of tweezers to remove it. Shortly after I received the first bill of roughly $150. I waited for the next but it never came. I stopped back in the facility and the young woman at the desk said she couldnt see a second bill so I waited again for it. Fast forward to Monday 10/30 I take my 10 year old son in and explain hes asthmatic and having trouble breathing. Im given the paperwork to complete and give the young lady at the desk my ******** insurance card (different from mine as hes on my co-parents insurance). When I take the paperwork back to the desk she informs me I have to pay nearly $400 before they can treat my son. She said that since Im responsible for his billing I have to clear my balance first. I tell her that Im not responsible for his medical care and Ive yet to receive a bill for my 2nd visit. She wouldnt budge and said it had to be paid for him to be seen. I was appalled they wanted to argue over billing and Im standing there with a child with respiratory issues. I left and took him to an urgent care clinic in ************** frustration. Days later I go back into the location and was given a number to call the billing department to request detailed invoice. My call was answered and I was placed on hold an unreasonable amount of time and I eventually hung up. Over the weekend I received an email from a collection agency saying Midwest Express handed my account over to them. I called Midwest Express billing AGAIN and was assured I was being emailed the bill this time. NEVER HAPPENED. I walk into the ************ facility once more and now Im emailed an over inflated bill for the 2nd visit. $108 for the office visit, $15 marked as in-office then $125 as REMOVAL FB EXT AUDITORY

  

  Business response

  03/04/2024

  Dear ******,
  I hope this message finds you well. I wanted to take a moment to reach out and extend my sincerest apologies once again for the issue we discussed during our phone call this morning.
  Please rest assured that we take your feedback seriously, and we are actively working to address the issue to ensure that it does not recur. Your input, whether positive or negative, is incredibly valuable to us as we continuously strive to improve our services.
  I wanted to inform you that a copy of your receipt has been emailed to you for your records. If you encounter any difficulties accessing or viewing it, please don't hesitate to contact me directly, and I will be more than happy to assist you.
  Thank you for your continued support and for bringing this matter to our attention. We are committed to providing you with the best possible experience, and your satisfaction remains our top priority.
  Warm regards,
  ********************
  Customer Service Lead
  ************

  Customer response

  03/08/2024

   
  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I think I chipped my elbow in September 2023. I went to get an Xray. The nurse I saw told me she would call me back with results. She never called. I called over and over trying to get my results. Finally I am given a report that doesn't include the Xray and is just a word doc saying the test did not find anything. My elbow still hurts, it's definitely chipped. I am still unable to find my Xray anywhere on your website or patient portal. I want to receive the Xray and have this terrible experience addressed.

  

  Business response

  02/09/2024

  Dear *******, 
  Following our recent phone conversation, I wanted to reach out to confirm that I have addressed all of your concerns and provided assistance with everything that was requested.
  I sincerely apologize for any inconvenience this issue may have caused you, and I appreciate your understanding throughout the resolution process.
  Should you require any further assistance or have additional questions, please feel free to call me back at ************. I am here to help.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/16/23 my husband received a flu vaccine from Midwest Express in ***********. They sent the bill to my insurance company coded as "immediate care" and not "wellness" which is what a vaccine is for. He never saw a doctor only the nurse who gave him the vaccine. My insurance company said they need to re-code it as Wellness but they refuse to. The said to have my insurance call them and they would tell them that. Midwest Express's improper coding for vaccines as wellness violates our rights under the *************** Act. If they continue this practice patients should be told ahead time and they can choose to go somewhere else. To avoid bad credit I paid the $20 copay but believe I should be reimbursed and they should stop coding improperly.Patient: ***************************** Account No.: ****** ***************************

  

  Business response

  01/08/2024

  Hello, I apologize for the inconvenience this has caused. It looks like our billing department has already spoken with you in regards to this issue and you were advised of the next steps that would need to be done. I have also called and left a voicemail to try and connect with you on this. Please do not hesitate to reach back out for further questions or concerns at our patient advocate line. ************. Thank you. 

  Customer response

  01/08/2024

   
  Complaint: 21040562
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Midwest Express billing told me to take it up with my insurance company. As in my complaint my insurance company can do nothing because it was coded as *********** NOT wellness. Insurance companies cannot change the coding they entered. It should have been coded as Wellness Vaccine NOT ***********. Since when is a vaccine ***********!

  

  Business response

  01/09/2024

  Hello, 
  We have reached out to you again and left another voicemail. We would like to discuss our resolution for this matter if you could please give us a call back to go over everything. 
  Patient Advocate phone number is ************.
  Thank you so much and we look forward to speaking with you. 

  Customer response

  01/10/2024

   
  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

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at Midwest clinic on 10/26 and I was bleeding and the doctor took a ring sample and told me I was not pregnant then a few minutes later came back and told me I tested positive for hcg. I was experiencing a miscarriage. He made me come all the way back for an ultrasound and wasted. My time saying there is nothing he could do to help. He should have said that in the first place. Now I have a huge bill that I dont think I should be charged for. I had to go to another obgyn for help. He didnt even call me back with my ultrasound and blood results. Instead this place conducts tests pointlessly regardless of the trauma I was going through and I still had a very long wait. They billed my insurance hefty amounts for ultrasound and for blood work with no explanation of results. The doctor just said he could t help me and I need er or an obgyn. Front desk didnt help. Nobody cared at this place.

  

  Business response

  12/01/2023

  We apologize for the inconvenience this has cause, we have attempted to reach out via phone call to go over protocol and procedures for what you came in for. Please feel for to give us a call at ************, and we would gladly go over any questions or concerns you have about this visit in question. 

  Customer response

  12/01/2023

   
  Complaint: 20919032
  
  I am rejecting this response because: I did not receive a call from the business, and I also tried calling the number listed and it did not work. Nobody explained  protocol with me at my first visit. Nor did anyone follow up with me on results for all the tests done. 
  
  Sincerely,
  
  *************************

  

  Business response

  12/07/2023

  We apologize for the further inconvenience and confusion this has caused. We did try reaching out this morning again and left a voicemail. Please do reach back out to us so we can go over our resolution we have for you in regards to this at your earliest convenience. Our number is ************. Thank you. 

  Customer response

  12/07/2023

   
  Complaint: 20919032
  
  I am rejecting this response because: I tried calling back again and there is a long wait. I would just like to close this complaint because its causing me more stress. Patients just need better explanations all round. If you cant help then dont include blood work and tons of tests without communication. I dont know what the results of the tests were 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I VISITED MIDWEST EXPRESS CLINIC IN ******* ******* ON SEPT 5TH 2023 AND SAW A GREAT NURSE PRACTITIONER. HOWEVER A PRESCRIPTION THAT WAS SUPPOSED TO BE SENT IN NEVER WAS. I CALLED 2 DAYS LATER AFTER VISITING ********* WHO SAID THE NEVER GOT IT AND TOLD THE CLINIC AND WAS TOLD THEY WOULD CALL IT IN. THEY NEVER DID. I HAVE NOT BEEN ABLE TO GET MY PRESCRIPTION BECAUSE ********* HAS BEEN EXTREMELY CROWDED OR CLOSED. TODAY, NOV 14TH I TRIED TO GET THE PRESCRIPTION TRANSFERRED TO A LESS BUSY LOCATION AND WAS INFORMED THERE WAS NO PRESCRIPTION THERE. WHEN I CALLED MIDWEST EXPRESS IN MUNSTER TO LET THEM KNOW THEY KEEP TELLING ME I HAVE TO PAY AGAIN AND COME BACK FOR ANTOHER APPOINTMENT. I HAVE ALREADY SHELLED OUT $250 - FOR VISIT AND TEST BACK ON 09/07/2023 AND HAVE NO PROOF THAT IT WAS EVER CALLED IN AND WHEN I ASKED FOR PROOF THAT THEY SENT IT THEY ONLY HAVE A NOTE IN MY FILE. YOU HAVE TO TRUST THAT IT IS BEING SENT BECAUSE THEY NO LONGER GIVE YOU A PAPER PRESCRIPTION. I WANT MY PRESCRIPTION CALLED IN OR A REFUND FOR SOME OF THAT VISIT BECAUSE THEY DIDNT DO WHAT THEY WERE SUPPOSED TO DO. TO BE CLEAR, I DO NOT BLAME THE NURSE PRACTITIONER BUT THE LACK OF CONCERN OF THE SUPPORT STAFF AND DISMISSIVE DEMEANTOR IS APPAULING. I AM AN ASTHMATIC AND AM ONLY TRYING TO GET WHAT I ALREADY PAID FOR AND DID NOT RECEIVE. THIS IS NOT RIGHT AND I AM NOT GOING TO PAY $125 AGAIN TO SEE THE ***TOR - SO THEY EITHER NEED TO ALLOW ME TO BE SEEN FOR FREE- I DONT NEED TO SEE THE *** BUT THEY SAY I MUST TO PROVE I HAVE ASTHMA??!! - OR SEND IN THE PRESCRIPTION THEY DID NOT ORIGNALLY SEND FOR ALBUTEROL HFA INHALER!

  

  Business response

  11/16/2023

  I know we spoke this morning but I just want to follow up as well, and again I apologize for the inconvenience this issue has caused you, Without our call this morning I was able to confirm the issue was on the pharmacy's end and not on Midwest Express Clinic, as the medication was sent on the same day as your visit. I did call the pharmacy and also confirmed the issue was on their end. Regardless I have made the clinic aware of how to handle this issue, in the event any other issue may arise like this one. I believe after our phone call everything has been resolved. If you need anything please just let me know.
  ********************
  ************

  Customer response

  11/21/2023

   
  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

  11/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Came in on 10/28 for a physical for a new job and was instructed before they could sign off I had to either provide my shot records or pay $175 for immunization shots. I came back on 11/5 and provided my shots records and was told they could not provide a sign off because the physician that saw me back on 10/28 left the company. None of the doctors would not sign off and refuse to provide me with another physical or offer my money back. They had me to wait for an operations manager to call me back. They refuse to allow me to speak to a supervisor. I paid $75 for the original physical. I just moved here for a job now I may not be able to get because I have to find a place that provide physicals.

  

  Business response

  11/22/2023

  Good Afternoon,
  I want to apologize for this issue and any inconvenience it may have caused you. I did attempt to reach out to you via phone call twice to go over this more, but i was unable to reach you. I went ahead and submitted a ticket to our billing department for the refund you requested, if there is anything you would like to go over via phone, or just have any questions please dont hesitate to call me at our patient advocate line. ************. 
  Thank you
  *******
  

  Customer response

  12/05/2023

  Complaint: 20828790
  
  I am rejecting this response because: This matter has not been resolved. I need a refund.
  
  Sincerely,
  
  ***************************; 

  

  Business response

  12/07/2023

  We apologize again for the inconveniences. I have spoken with you over the phone with our resolution for you. If you have any further questions or concerns please do not hesitate to reach out to us at ************. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment yesterday online after I ****** "ultrasound near me" since I am having problems with getting an ultrasound appointment with my provider/OBYG due to increase of patients being taken in from other states. As a pharmacy tech for over 10 years and a nursing student, I know I need prenatal care especially since I have been pregnant for a month. I had to change the appointment from *********** to Willow ***** since I called ahead to confirm information about the times available for the ultrasound. I called again today (11/02/2023) at 11:57am to confirm the ultrasound information before coming in. Remind you, I work full time at Good Samaritan and part time in nursing school. Therefore, I change the appointment earlier so I can get the ultrasound that I need. I came 30 minutes earlier to make sure paperwork or insurance is taken care of before the appointment. I pay $60 first with **** before being seen. I was brought by **** and this is where everything went horrible. **** was rude and speaking over me as I am trying to tell her I am here for an ultrasound due to my pregnancy. **** told me that service cannot be done because the ultrasound tech only works Thursdays/Fridays untill 4/5pm. Remind today is Thursday and the time is only 310p.m. I told **** that I am here with in time but she keep cutting me off and that when i yell at her that I paid $60 with my insurance for this service and I will not wast my time here anymore. I was out the room into the lobby demanding for a refund because **** said I can not be seen for an ultrasound. **** calls in **** and again **** continues about the rules of the ultrasound like if **** made the appointment which she did not do and I told **** to stop treating **** in such a way that was unprofessional. **** told me I had to no authoriztion to tell her to what to do and that I am not right in my head. This push the sitution even more and **** and I continue to argue back and fort with profanities.

  

  Business response

  11/03/2023

  I apologize the inconvenience this miscommunication  has caused. We have addressed this issue with staff to prevent this from happening again. We spoke over the phone to address this and came to a resolution for you. If you have any further questions or concerns please do not hesitate to reach out to us at our patient advocate line at ************. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Midwest Express on 12/11/2022 to receive a simple vaccine. **** came 4 months after I went to the clinic and I called the billing department numerous times for them to check it was done correctly as they charged for a sickness exam as well. They kept saying it was correct and then changed the prices with no explanation. I called and emailed the patient representative who confirmed it was billed incorrectly. They redid the claim but it's still wrong 9 months later. I am hoping for a change in the billing **** model so that it is more accurate and that patients do not need to question whether their bill is correct.

  

  Business response

  09/15/2023

  I know we have spoken on the phone and via email a few times, but i again i apologize for the inconvenience this billing issue has caused you. Once you first reached out about the issue i immediately asked the provider to update coding on our end so we could resubmit to insurance, when you resubmit to the insurance it typically takes them ***** days to respond. At this time you had already reached out to the billing department who was unable to assist you in this coding issue. Due to the elongated time frame to get this resolved the billing department issued a refund of $53.01 and as of yesterday i have reached out to billing to get the other part of what you got charged the $43.98 refunded. resulting in a full refund amount of the  $96.99. 
  Unfortunately I dont know the exact process of the billing department so was able to get them a little more feedback from them about this specific issue. They stated:
  I received a ticket about this VID 05.18.2023 to review the coding on it as the patient informed Experity this was a Tdap only visit and should have been coded as a wellness visit (example: CPT *****). Reviewing the documentation, this didnt support a wellness check. This did support an office visit EM (***** as the patient was seen by a mid-level and a Tdap was given. On 08.07.2023, I received an email stating the provider added an addendum to add DX code Z28.39 and to resubmit the claim. That was done. This was reviewed and coding does look correct to me as far as the codes being used (according to the documentation provided).
   IL Cigna allowed $150 per contracted rate, resulting in the amount that was owed of $96.99.
  At this time there is a $0.00 balance on the account and two separate refund issued to result in the full amount of $96.99.
  I have passed along the coding concern to the billing department, for coding our providers do add codes at the time of visit and our coding department reviews and adjusts as needed based off of the chart.
  Again we apologize for the inconvenience. 
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the clinic on August 14th,2023 at 5:15pm. I was in pain and extremely uncomfortable. Normally i would not go out in dangerous weather (there was a storm) but I wanted help. The woman at the desk was extremely rude. The woman who took my vitals was even worse. I had wished that i would not have even gone there (they acted like they hated their jobs). They took a urine sample and said that i didn't have a Urinary tract infection. They said they would send the sample to the lab for further testing and I've been calling there and they keep lying to me. I was told I'd get the results within 5 days! It has been 2 and a half weeks! They had promised to fax over an antibiotic to ********* on August 14th and i had to keep calling back and forth to the clinic and ********* for the medication. When they finally did their job, I was able to pick up the medicine almost 24 hours later. This is not the definition of immediate care! I ended up taking a medicine that i didn't even need since I didn't have a Urinary tract infection. I've been calling there and asking them about the test results and they keep telling me that the results are still pending! I was told it would not take this long. They also said they would schedule an ultrasound which hasn't happened either. They kept lying and saying they were going to call me back and never did. My ********** Blue Shield PPO insurance covered my visit. I'm extremely unhappy with the service i received! They obviously don't care about their patients' health! I'm still in pain and wanting the results and I'm worried that they never even sent the urine sample for further testing. I should not have to miss work and waste my time going to another clinic because people are NOT doing their jobs!!! I will never recommend going to this clinic ever again. My family gave them a lot of business in the past but NEVER again! This is ridiculous!

  

  Business response

  09/22/2023

  Good Morning, 
  We apologize for any inconvenience the delay in communication with the pharmacy may have caused, on our end it looks like the medication was sent. We understand how frustrating this may have been for you. I would also like to apologize for the way you felt during your visit and will make sure this get addressed with the appropriate staff to ensure this dose not happen again in the future. For all all issues i would love to talk to you about this to help you get all the information you are needing, i have attempted to call you back and left you voicemails as well. Please feel free to call me at your earliest convenience at ************.
  Thank you for the feedback, looking forward from hearing from you soon. 

  Customer response

  09/28/2023

   
  Complaint: 20542903
  
  I am rejecting this response because: I'm still waiting on the test results!! I went there on August 14th!! They said they were going to do further testing and kept lying to me and saying that they would call me and they would never call with the results! 
  
  Sincerely,
  
  ***********************************

  

  Business response

  10/09/2023

  Again i do apologize for the inconvenience this lab issue has caused, I have confirmed that you will not be receiving a bill for these labs, due to the issue. I would love to go over this further in detail with you as to what happened. Please feel free to call me at ************.

  Customer response

  10/10/2023

   
  Complaint: 20542903
  
  I am rejecting this response because: I never got the lab results. I tried calling the number. I left 2 messages. 
  
  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. ↩