Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told that the cost for orthotics of $495.00, which I paid on July 7th, was all inclusive and included the orthotics and fittings. I asked in numerous different ways to be sure, as I was talking to other orthopedic practices and was making the decision to go to Roxbury Foot and Ankle based upon the guarantees that they made me that the price that they quoted me was truthful and accurate - all inclusive for $495.00. I have now received bills for $210.87 for the fitting of the orthotics that should have been included in the $495.00 and the additional costs were never disclosed or agreed upon. I have tried to call on multiple occasions to discuss with the office and Ive been told someone will return my call numerous times. I have not received a call back or any adjustment, and now Im receiving a bill stating they will send to collections. This debt is not valid.

  Business response

  12/05/2023

  Dear Rain and/or To Whom It May ****************** are in receipt of your letter dated November 3rd, 2023 regarding the complaint filed against Roxbury Foot and Ankle Center case #********. 
  
  I would first like to apologize if this complaint was sent to us via email and went unanswered. The letter is addressed to ***************************** who retired over a year ago and I suspect that you might not have the correct email on file for us.

  Please note that the correct email for our business is ****************

  We appreciate the opportunity to respond to this complaint.  The patient was indeed told that the cost of the foot orthotics were $495, since it was confirmed that his insurance carrier did not cover the devices. We indeed accepted the $495 as payment in full for the devices which of course included any adjustments to the devices, if needed. Unfortunately, the care provided for this patient included other services/evaluations that went towards the patients deductible. As you know, we are bound by contract to bill the patient for any amount that goes towards a deductible, and not doing so is a breach of contract and can be construed as inducement.  
  
  Here is a summary of the account:
  
  1. The visit on 7/7/23 was for an initial office visit and examination and $91.45 was approved by ********** Blue Shield and all of it went towards the patients deductible. 
  
  2. The visit on 8/3/23 was for a follow up examination of which $69.11 also went towards the deductible. Additionally, an orthotic training service was provided on this date which occurs upon dispensing of the orthotics. This portion of the visit instructs the patient, in detail, how to break-in the custom orthotic. If the insurance carrier denies this service, as a courtesy, we will typically adjust that charge off. However, in this case, $50.31 was approved and also went towards the deductible.
  
  Again, we have an obligation to follow the policies set forth by our contract with the insurance carrier and writing off deductibles is prohibited.
  
  Lastly, we have no record of the patient trying to reach us for an answer regarding this balance. I can assure you that our accounting department is extremely responsive and always eager to help patients understand their balances.  We completely understand that healthcare finances are often confusing.  
  
  Our office team is always ready and available to answer any additional questions regarding this balance. We would be happy to speak with the patients guardian directly if further explanation is required.
  
  With Gratitude, 

  *******************************, DPM

  Customer response

  12/06/2023

  
  Complaint: 20774181
  
  I am rejecting this response because:
  
  Again, the amount that was quoted to ** multiple times was a flat fee - we were assured of this - and after the last visit we were again assured there was no bill as we paid in full and only picked up the orthotics as the Dr asked about my current military service. That was all.
  

  We only filed the BBB case as the office kept promising a return call each time we called when we received a bill and those calls never came.

  This is fraud, plain and simple. If youd like to continue to pur*** this, we will *** and report to
  Servicemembers Civil Relief Act
  
  Regards,
  
  *********************

  Business response

  12/15/2023

  Dear ******,
  
  While we disagree with your assertion that the transaction constituted fraud, we aim to resolve this. According to our attorneys, your persistent dispute of the charges gives us the right to supersede the obligation we have to follow your insurances policy to collect the patient deductible. Therefore, we will be writing off the balance and you will receive no further bill. 
  
  ********************************;
  

*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. ↩