ComplaintsforBen Archer Health Center

• Initial Complaint

  01/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a copy of my medical records to include all billing. I believe I was charged for work that was not done and I want/ed a copy of my entire file held with this company. When the company responds I will provide the address to send all documentation.

  Business response

  01/07/2022

  We have reviewed the complaint and are uncertain if the patient wants us to send billing and dental records to your office,  or to the patient?   We have reviewed our records and believe the charges reflect the work that the patient received.   Please confirm if we should send the HIPAA secured information to the BBB or to the patient directly?  We will be happy to provide your office the information or send to the patient if she would give us an address the she wants to receive medical information.  

  Thank you,

  Frances S**********, MSN, RN on behalf of Mary A**** G****.

   

  My phone number is ###-###-####.  

  Customer response

  01/10/2022

  Complaint: ********
  
  I requested a copy of my medical records to include all billing months ago. I am rejecting this response because:  I have requested a copy of my entire record and still have not received any information and/or response.  The company's self-audit and/or review of my medical and billing information does not match the work that has been done in my mouth and it takes reporting to an outside agency to have this company to simply respond.  I was over charged, and I paid the bill expecting a credit/refund for the work not done as it has been in the past.  At no time was I offered or given an opportunity to review my entire file at the time I was given the fraudulent bill in question.  I was given a non-working number to call at the time of this fraudulent bill and the Hatch location simply co-signed the fraudulent charges. Without verification.  The hatch office refused to communicate with me knowing I do not have a phone or address. And the BBB and the hatch office keep insisting I call some number knowing I do not have a phone and my communication method is email.   
  Send my information to ME!  PER HIPPA I am providing an address AGAIN.   **** ******** ***** – Alamogordo NM 88310.      
  
  Regards,
  
  ******* *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  01/10/2022

  We just indicated we needed an address to send the records to the patient along with the billing for her review,  or a question if the patient was requesting we send the records to the BBB?   We are uncertain if we have a correct address to send her records,  and it is unclear in regards to the complaint which date of service she is concerned about.  The main office has requested her dental records,  but we need more information than provided in the complaint to try and resolve.  Certainly with an address from the patient we can provide the records and billing,  and then if the patient wants to discuss we can talk about each charge as it relates to the dental record by the provider.  There may be some question as to the patient's sliding fee.   If the patient could tell us where to send records and billing detail,   then we will be glad to have a conversation regarding each line item and what the charge was,  and how she was billed.   Thank you

  Customer response

  01/11/2022

  Complaint: ********
  
  I am rejecting this response because:   I have provided the address more than once.  AND the address was at the bottom of my last response.  I mailed the address and I have emailed the address and I have provided the address with BBB complaint.

  Again - send my information requested addressed to me at **** ******** *****, Alamogordo NM 88310.   

  
  
  Regards,
  
  ******* *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩