ComplaintsforExcelsior Orthopaedics
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
06/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We were incorrectly overcharged for 2 visits our daughter ****** had at Excelsior Ortho. We were charged $150 at the initial consultation on 12/5/2023 when we should have only been charged a $25 copay. Then she was charged a $50 copay at her follow-up appointment on 12/19/2023 when she should have only paid a $25 copay. I called the Excelsior Billing Office in late December to explain the above and was told I needed to wait until they received the information from ****. I then follow up with sending a letter along with the approved ****** **** claims and receipts on February 15th, 2024 via USPS, again requesting a refund. Finally, turned the information over the ****** **** to ask the insurance company to reach out to Excelsior which they did. On May 3rd, 2024 we received a message from ****** stating that Excelsior was to process the refund request. We still have not received the $150 we were overcharged.Business response
07/01/2024
Pam spoke to person making complaint. Account was reviewed and refund of 35.48 made. Ledger with details of applied payments sent to confirmed home address.Initial Complaint
05/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been a patient with this practice for a year now... I was told by one Dr that if my name was **** ***** I would be taken care of already and that was months in. I have had to call and beg for my paperwork each and ever time it has been needed for me to give to work the following shift I worked. I have had paperwork that is needed take aproxamitly 3 weeks when it's needed the next day. I have asked numerous times to speak with Upper people in the practice. Sometimes I get Sandra.. mostly I get Anita ( who is great and sees that the company is incompetent pretty much as a whole) I am consistently lied to by staff of things being done when the are NOT... I have requested to Seapk to the CEO David U**... I was actually told today to stop calling by Lisa in Billing even though I am a customer. Upper management needs to know that the employees can't do basic tasks and the last one the didn't do so far has cost me 11 days pay and counting... they were supposed to fax over the appeal to the NY State insurance provider which they didn't... then they had the audacity to tell me that it was sent on MAY 25th ( They knew on 5/17 that the information needed to be provided within 3 days) They never faxed it over until TODAY 5/30 & That was only because I got a call from work letting me know that they have me on an unpaid status pending the paperwork getting received and approved and u til it is done I'm not going to be Paid! I spoke with Anita who saw that they did Nothing and sent it over today via fax. It has been one issue of incompetence after another and they need to reimburse me for my lost pay. I bills to pay and I can not be penalized because of ignorance within a company. My last office visit they refused to fax over my needed paperwork to my work and it was only done after I spoke with Sandra that day and she made sure it was sent.Business response
06/14/2023
Thank you for the detailed description of Mr. ***** ******'s patient experience at Excelsior Orthopaedics. Upon receipt of this document, I researched the situation by meeting with Catherine J****, Director of Operations, and Sandra S******, Manager of Registration and Patient Advocacy. Both Catherine and Sandra shared with me the numerous interactions with Mr. ****** as well as shared recorded phone conversations between Mr. ****** and staff.Prior to receiving this letter, I received an email from Mr. ****** requesting a return phone call.I phoned Mr. ****** on the afternoon of June 5, 2023. He provided details of his situation with Worker Compensation and his employer. We talked through strategies to bring his situation to resolution and have been in contact via text messaging ever since. Mr. ****** also provided details of his experience working with our staff. He shared positive and negative experiences. Prior to our call and since that time, I have investigated Mr. ******'s situation and identified opportunities for improvement in our processes. I have shared with Mr. ****** that this has occurred and he seemed agreeable knowing that workflows are being addressed.In specific response to Mr. ******'s request for compensation from Excelsior, I explained that we are not liable for this expense and that the discrepancy with Worker Compensation is the root cause of any benefit delay. I offered to be of additional assistance in communicating with Worker Compensation as he sees fit. Lastly, I told Mr. ****** that I have informed our CEO of this situation and that he will not be calling Mr. ****** to discuss this matter. Mr. ****** seemed agreeable to this.If you have any questions regarding this situation, please contact me at ************************* or ###-###-####.Thank you.- -Initial Complaint
02/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I reached out to my insurance company in search of an orthopedic doctor that took my insurance. This office is one of few who take my insurance. They refused to see me for even an initial exam, and refused to offer an explanation as to why.Business response
03/14/2022
To whom it may concern:
My name is Catherine J****. I'm the Director of Operations at Excelsior Orthopaedics. I received your letter concerning
Ms. ******'s request for an appointment.
In reviewing her record, Ms. ****** contacted our office for a "2nd opinion." She was already treating with another
orthopaedic specialist (for spine) and referenced undergoing chiropractic care as well. These requests for 2nd opinions
are reviewed on a case-by-case basis. Where we currently do not have spine specialists on our team, our physicians
declined the request for a 2nd opinion.
If you have any other questions related to this situation, feel free to contact me via email at *************************
Thank you.
Sincerely,
Catherine J****
Director of Operations
*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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.