ComplaintsforGI Excellence
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dr ** office (GI Excellence) charged me $330 dollars out of pocket before my colonoscopy on 10/3/22. I still haven't gotten my money back although my insurance paid 100%. My insurance and myself have reached out so many times and they keep coming up with excuses. Also, Dr has misdiagnosed me and I went through a surgery/biopsy.Initial Complaint
12/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
June 28, 2022 Service Date: Provider charged me $175.00 out of pocket. When I received the explanation of Benefits (EOB) all was paid by insurance and my HCA account. I'm owed the $175.00 I paid up front.July 13, 2022 Service Date: Provider charged me$330.00 out of pocket. When I received the explanation of Benefits (EOB) all was paid by insurance. I'm owed the $330.00 I paid up front.July 20, 2022 Service Date: Provider charged me$40.00 out of pocket. When I received the explanation of Benefits (EOB) all was paid by insurance and my HCA account. I'm owed the $40.00 I paid up front.I have been trying to get money owed back to me from GI Excellence Dr. **** office since August. I made several calls and office manager **** kept indicating they hadn't gotten payment yet or their accounting is reviewing. This went on for months. ********** Blue Shield also called on my behalf and **** would hang up on them and not return calls. They have not returned calls to ********** to date.********** and myself started calling the office beginnning of October and did not get return calls. As a last resort, I emailed Dr ** on October 5, 2022 who indicated the refund request was sent to accountants on October 3.It has been 2 months and I still haven't received reimbursement.Business response
12/05/2022
This account credit has been refunded to the patientInitial Complaint
09/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My father (patient) was seen by Dr. ** between 1/2022-3/2022. Office collected co-pays from office visits x2 and procedure x1. Payment estimate that was collected was over patient out-of-pocket after insurance. It is now 9/2022 and my father has still not received a refund for the overpayment. I have contacted the office multiple times over the past few months from 6/2022 to 9/2022 trying to get their refund with inadequate responses. I have spoken to the same billing/office manager on every occasion and was told: "waiting for checks in the mail from insurance", "waiting for accountant to cut checks", "call back at the end of the month", "don't blame us blame your insurance for being slow", "they will get their refund when they get it", etc. This is unacceptable. I have spoken to insurance and they said payment was through EFTs with no pending period or paper checks, everything paid by insurance as of 4/2022. Being a health care provider myself, it should not take 5 months from insurance payment for patient to get a refund, and when questioning the billing/manager response was inappropriate and unprofessional. If not resolved I will be taking further action with the ****** insurance commisioner.Business response
10/11/2022
The patient was told multiple times that the credit on the account was submitted to accountants for approval.
There is a language barrier so we are not sure what the patient was able to comprehend. The insurance initially paid the claim incorrectly, therefore the payment from insurance was delayed.
There is a partial refund as the patient does have a patient balance. It has not come back from the accountant for processing yet, however I do expect it by the end of this month.
I don't recall getting the first notice.
Customer response
10/12/2022
Complaint: 18123879
I am rejecting this response because:They never relayed that there was an error in payment. I have also spoken to insurance on multiple occasions and they also never mentioned any error in payment, so there should be no delay.
There is no language barrier because my daughter has been handling this matter and speaks very proficient English.
They have also said that they should expect payment at the end of the month for the past 3 months with no refund.
Sincerely,
***************Business response
10/26/2022
Refund was applied as soon as it was approved.Customer response
11/08/2022
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
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This dr office owes me a refund. The first time I called, My information was taken and I was told someone would call me back. That never happened. I called a second time 2 weeks later and the lady was very rude. Informed me that I had already called and it takes 30 days to get a refund. I explained that during the first call I was told someone would call me and I was following up. She was not helpful and said I would have to wait 30 days. They have had the overpayment for almost a year and I shouldn't have to keep calling asking for my money. It isn't a lot of money but it is my money. From reading the horrible reviews regarding this office and the fact it is past the 30 days, this practice needs to be held accountable for giving people the run around. I paid what was asked at the visit and I should have to fight to get back what is owed to me. I will never go to this dr office again as they are very unprofessional.Business response
07/11/2022
Business Response /* (1000, 6, 2022/06/20) */ patient request refund on 5/10/2022. This was submitted to the billing office on 5/13/2022, it was then submitted to accounting for approval. The check was cut on 6/15/2022 and submitted to the billing department on 6/20/2022. Check #**** in the amount of $19.67 and was put in USPS on 6/20/2022 to *****************************************.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.