Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/28/2025

  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.

  I visited this office back in February 2024. I saw a physician and later had a colonoscopy through this office. I had two health insurances when I went to this office, and I provided the office with both of my insurance cards at the time of visit. In September 2024, I received a bill that indicated they only billed my primary health insurance. It took over a week of calling to finally address the issue with them - they had submitted the claims to a random insurance company I never heard of, they did not submit the claims to the correct secondary insurance. I was told then they would resubmit those ********** in January 2025, I received another bill. They still only had billed my primary health insurance company. I have been calling them for multiple days now (which it is impossible to get a hold of anyone related to billing, I've left multiple voicemails with the corporate office, the office manager, tried speaking to patient care advocates) to get this issue resolved. When I did finally get a hold of a patient care advocate, she told me it was my responsibility because "they tried billing the correct secondary health insurance and there was no response". I tried clarifying if they had the right information/phone number, how did they contact, and the "advocate" was incredibly rude and when I asked to speak to a manager, I was sent to another voicemail box.Well I confirmed with my secondary health insurance - they never received a claim/bill. So they've lied about trying to submit a bill and are trying to foot me with a bill without going through my health insurance. And I still cannot get a hold of anyone. This has taken hours/days off my life trying to address an issue that is all due to the office's mistakes in contacting the wrong insurance company, lying about submitting claims, etc. This should not be a patient's responisibility.

  Business Response

  Date: 02/14/2025

   The patieint contacted the office directly as well as the BBB. Ms. **** was not able or unwilling to provide our billing office with the coordination of benefits needed as requested from her insurance company back in November of 2023. 

  Ms. **** refused to provide the information indicating it was our responsibility to do that part.  01/28/25 Ms. **** was informed that her claim was filed to the secondary insurance on several occasions, as there are two different addresses for ****** services and patient did not provide us with an insurance card, we did file the claims initally with *********** student services and then again with ****** direct.  Several phone calls later from the billing office to the patieint  and still waiting for Coordination of benefits to be verified by patient.  Patient did provide a fax number on one phone call so claims did go out to the fax number on 02/13/25.  Await response from ****** on faxed claims