ComplaintsforPM Pediatrics
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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a bill from PM Pediatric from a visit from my child. I paid the bill and when I checked the balance online it showed that I owed nothing. I later received the same bill advising that I owed the same balance which I already paid. I was further advised that if the bill was not paid it would be sent to collections. When I called the billing department I was told that I owed three times what the original bill advised was owed but none of this showed up on my childs chart online. I was also told that I had credits for other children. I have had a credit card on file which was to be paid at the visit. I gave the transaction number to the billing department but they again said I did not pay. The office of PM Pediatric my child visited was at ***********************************************. I called PM Pediatric billing department at 10 AM and was unable to speak to someone till almost 5PM when they called me back. I attempted to resolve this issue with PM ********* but I have not been able to.Business response
08/14/2024
Dear ********,
We appreciate you taking the time to provide feedback about your experience at ***************** and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns and assist you further.Customer response
08/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
PM Pediatrics did contact me. However there is still something unresolved. I am able to see for two of my children that their balance is $0.00 on their patient portal. I can not see that my oldest *****************************(03/02/2008) has 0.00 balance on her portal. They told me it is on their end but I would like to see it for myself. Once I see that her balance is 0.00 on her portal I will be satisfied. I do not want them to say in 6 months that we owe money for her like they did with my son.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My children used one of PM Pediatrics' locations several times over the course of several years. In January ******************************************************************************************************************************************* the mail for that amount by April 2024. They never came, so I called again and was told the checks should have been mailed but weren't. They said they'd escalate the issue and mail the checks within a few days. The checks still never came. I tried calling again but now their billing department does not pick up the phone or call back if a message is left, and there is no way to call the front desk of the location anymore either. I have no way to find out whether the checks were mailed or if they ever intend to refund me. They have owed me this money for several years at this point.Business response
05/31/2024
Dear *********,
We appreciate you taking the time to provide feedback about your experience with PM ************** and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. If you would like to connect with our Patient Experience team, kindly send us a message at ******************************* and a member of the Patient Experience team will reach out to you directly. We are committed to ensuring your concerns are thoroughly addressed.
Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had en emergency visit for a kid who needed stitches/glue on 01/01/2024 where I provided insurance information and a credit card for payment. I didn't receive any statement emails or in the mail and then all the sudden on April 24th, I get a payment failure email notification. I call and sort out on the phone with the rep saying they must have put in the wrong number for the security code or expiration date. Payment goes through and I ask for a receipt, which I am told he cannot provide and then he says I have an additional $5 balance. I ask what it's for and he cannot provide but says I will be mailed a statement. I log onto the portal to see if it's there and the statement has zero information on what this $5 is for. There is no transparency and the staff on the call either don't know how to help or won't help. I need a detailed billing statement and receipt. If this mystery $5 is a penalty after they put my credit card in wrong and sent no statements, it needs to be waived. The doctors are great. The billing department is criminal and out to rip people off with mystery fees.Business response
05/17/2024
Dear **,
We appreciate you taking the time to provide feedback about your experience at PM ************** and want to extend our sincerest apologies for your experience. Our Patient Experience team would love the opportunity to connect with you about your experience.If you wish to speak with a member of our team, please email us at *******************************.Initial Complaint
04/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was contacted by PM ********* via email to notified that they would be charging my credit card $372.40 on 4/20 for 3 previous visits that. There was no dates of when these visits occurred, no way to access a statement or bill to dig in further to understand the charges and see what was done. I have only had one visit in 2024 and I do not know when the other visits happened.When I called to inquire and said they do not have authorization to just charge my card as I do not know when the visits were, what was previously paid, what was covered by insurance etc. They told me by removing my card they would take me to collections. How can I pay for services that I don't know were mine, never received a receipt of statement for and then be threatened with being put into collections by wanting to do my due diligence.Business response
04/16/2024
Dear ********,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns and assist you further.Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am constantly told by PM Pediatric that they must have a card on file in order to be seen. However my credit card was charged 3 times in March for $30 3 times - total $90. Now my card was charged again for another $30 and $5. They dont send any bills explaining what the charges are for so there is no transparency. Also this happened a few years ago when I was accidentally changed $25 twice for the same visit. They acknowledged it was an error by I never got a refund. I was told it would go towards a future visit when I called a second time. I believe PM pediatric needs to send bills regarding services rendered to explain what the charges are for and to stop requiring mandating having a charge card on file and take payment without any notification.Business response
04/05/2024
Dear *****,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. If you would like to speak with a member of our Patient Experience team, please feel free to reach out to us at ******************************** We wish you and your family well.Initial Complaint
02/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My son was seen at the Selden PM pediatrics. I received a bill in the mail for the co payment, so I went onto the website to pay. When I paid, they took the $50 out, however, they took ANOTHER $50 (unauthorized ) out for PM PEDs *******, which we have been to. I called the following day, and they acknowledged the issue, however, now it was been almost a month and I still dont have the money back.Business response
02/14/2024
Dear ******
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Patient Experience and/or Billing team will be connecting with you directly to discuss your concerns.Initial Complaint
12/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 7/26/2022 I visited PM Pediatrics in Springfield for a COVID test after testing positive at home and showing symptoms. I have visited this location before with my child and had no issues. They always collect co-payment up front. I do not specifically recall if a copay was collected on this visit, however, now a year and a half later (12/2023), I receive a bill from this provider which shows a copay due. Upon reviewing my insurance information, I see that the original claim was made by the provider, approved, and paid by my insurance on 7/29/2022, more than 16 months before I received this follow-up bill. Given the normal procedure in my previous experience with them of paying up front, plus the egregious length of time between the file claim and receiving this bill, I attempted to contact and determine if this was legit or an error. **************** is non-existent. ********* wait times and forced to receive a call back that came, but immediately hung up on me. A voicemail I received with an extension that does not exist when you call the provided number. Getting a human being on the other end to answer a basic question seems impossible. All I want is to understand if this is a legit bill and determine why it took so long to receive. Because of the lateness of this bill, I can't even apply flexible spending money set aside for these types of bills to this one. Errors happen, but when they cost a customer, a bit of basic customer service would go a long way.Business response
12/21/2023
Dear ******,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. If you wish to speak with a member of our Patient Experience team, please email us at ********************************Initial Complaint
11/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received an email regarding a charge that was going to be made to my credit card related to an insurance issue. I called the billing department immediately and told them I do not consent to a charge being made to my account and to let me sort out the issue with my insurance company. It was only a coordination of benefits issue where my ex's employer forgot to terminate his health coverage. There wasn't anything to coordinate. I called pm peds again and asked them to resubmit the claim since the error was corrected and they refused, then agreed to put in a request to resubmit. A short time later, PM peds charged my debit card 245 Dollars without my permission or giving Horizon a chance to update records accordingly. Even with the Horizon agent on a conference call to verify that PM peds would be paid, the billing agent refused to refund my money. There is a full lack of comprehension and general understanding from billing agents who work for PM Peds.Business response
11/28/2023
Dear ****,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. Our Patient Experience team would love the opportunity to connect with you about your experience. If you wish to speak with a member of our team, please email us at ********************************Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/15 my son ******* had an illness that required urgent care. We went on PM Pediatrics website and scheduled an appointment for him to be seen later in the day. We submitted all of our insurance information at this time and PM Pediatrics confirmed our appointment. When my wife and son arrived a few hours later, they told my wife that they would not accept our insurance. This conversation lasted for about 45 minutes and the result was they refused to see my son unless we paid the out of pocket amount of $150. Since we had waited all day, had no other doctor to see at the moment, and he needed to be checked out, we relented and paid the fee. As he was being seen I called up my insurance company Healthcomp to tell them what happened. They immediately called the corporate billing department at PM Pediatrics and it agreed to accept my insurance on a one time basis. I would be reimbursed $100 ($50 copay for urgent care) in the form of a check. I was told it would take 30 days to process. It is now 6.5 weeks later. I have dealt with 3 different managers there. They all say they will process the claim and then do not. I call back and the next person I speak to doesnt know what Im talking about as far as them accepting my insurance. The managers refuse to call me or email me. I am in a neverending loop of mismanagement at best. This is the worst single experience I can think of in all of my years of various forms of helathcare, and the first time I have ever contacted the BBB that I can remember. They should be ashamed.Business response
10/02/2023
******************,
We are deeply concerned to read about your experience and have requested that our Billing Manager review your experience, child's account and coordinate a phone conversation with you directly to further discuss your concerns. If you do not receive a correspondence from a member of our Billing team, kindly email ***************************** and a member of our Patient Experience Team will be happy to further assist you.
Best Regards,
PM Pediatric Care
Customer response
10/05/2023
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 and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
08/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I took my child in for a visit in early June. On Friday, August 3, 2023 I received an email after 8:00 pm that my account would be debited $300 the following Wednesday. Prior to this email I had not received any letters in the mail or otherwise been contacted by PM pediatrics regarding the balance. Given that the email was sent after hours, I could not follow up until the following business day. This left me with two business days to attempt to address the bill before my account was scheduled to be billed. The phone number provided rings and one cannot get through the auto message states the office is closed even during business hours. I went to the actual PM pediatrics office to attempt to get any kind of information and was told the office had no office manager and zero ability to view invoices or billing other than the total amount due. I received a voicemail the following morning and called back the number provided the line still said the office is closed but when I attempted to leave a voicemail the line rang and someone answered.The representative could not provide me with any information other than my insurance denied the claim. I asked to see the *** and was told no. I asked for an itemized invoice to be emailed to me and was told no as it was on the portal it is not on the portal. I asked to put a stop payment until I received clarity on the charges I was told no. I asked to speak to a manager I was told no. After much back and forth, they reviewed my claim and decided to re-submit to insurance and assured me no payment would be deducted and that as of today, August 9, 2023 I had a zero balance.I asked to remove my card from file to eliminate this situation from happening in the future and I was told no. Given the predatory practices of this business, I am requesting that my credit card information be removed from file as this business does not have my permission to pursue further auto-payments.Business response
08/14/2023
******************,
We are concerned to hear about your experience with us and appreciate you taking the time to provide us with this feedback. A member of our Patient Experience Team will be reaching out to you directly in an effort to remedy your concerns.
Warm Regards,
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Customer Complaints Summary
24 total complaints in the last 3 years.
13 complaints closed in the last 12 months.