ComplaintsforFirst Call Medical Center
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Complaint Details
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Initial Complaint
04/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company incorrectly billed us for COVID testing. On the bill itself it reads: "IF YOU RECEIVED A STATEMENT RELATED TO COVID19, PLEASE CONTACT OUR BILLING OFFICE TO ADVISED (sic) OF INSURANCE.. IF THE BALANCE IS NOT COVID RELATED, PLEASE SUBMIT YOUR PAYMENT. BILLING DEPT #XXX-XXX-XXXX IF YOU HAVE ANY QUESTIONS OR CONCERNS." I have called them and left five messages over the past three weeks and nobody has responded to me. I also left a message with their manager at the main number and nobody has responded. They are also stating on the bill that we are 120 days past due because the services were rendered in August, despite not sending us a bill until 03/04/2022 (statement date) that was received on 03/11/2022.Business response
05/04/2022
Business Response /* (1000, 5, 2022/04/11) */ FirstCall MEDICAL CENTER " I' V ALLEIHIN, April 5, 2022 To: Lisa **** Dispute Resolution & Trade Practices Specialist Better Business Bureau of Greater Maryland XXX-XXX-XXXX FROM: Beth ********* RHIT Director of Operations RE: XXXXXXX ****** ****** Ms. **** First Call Medical Center is in receipt of the complaint filed by ****** ****** on April 5,2022. Complaint: The consumer states they were incorrectly billed for COVID testing. A reference was made to the number of the billing office being on the statement. Ms. ****** states she tried the billing department multiple times as well as left a message for a supervisor. She also references the statement being 120 days behind in payment but just received the bill. FCMC Response: When the on-site provider completes the chart, a billis automatically created. Owing to the nature of the pandemic, we never charged anyone anything out of pocket, never applied deductibles and never collected co-pays. Due to the coding of the visit, it generated a co-pay that should not have been calculated at the time the bill was created. This bill was sent as a mistake. Our statement does provide a clear path for such errors to be corrected. Ms. ****** is correct that at the bottom of the bill, there is a billing number to call to resolve any issues. During the time of her visit, call volume was excessively high due to the pandemic. This matter has been rectified upon receipt of the complaint. Ms. ****** was contacted to understand the nature of her concern. The concern was around the $35.00 copay. The claim is being resubmitted with the appropriate coding. There will be no co-pay collected. Apr/8/2022 3:51:14 PM First Call Medical Center 4107211207 4/4 We make every effort to return all calls to FCMC and as stated, our billing company logs every billing related call. This was during a surge and our staff was overwhelmed trying to care for sick patients and simply could not maintain the call volume that FCMC received daily. This has been easily fixed by contacting the patient and resubmitting the claim on April 5, 2022. We are truly sorry for this inconvenience to the patient but the matter has been addresses. Please feel free to contact me at XXX-XXX-XXXX should you have any further questions.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.