Complaints

This profile includes complaints for Crystal Clinic Orthopedic Center, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Crystal Clinic Orthopedic Center, LLC has 18 locations, listed below.

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• 

  Crystal Clinic Orthopedic Center, LLC

  3925 Embassy Pkwy STE 250 Fairlawn, OH 44333-1799

• 

  Crystal Clinic Orthopedic Center, LLC

  4975 Foote Rd Medina, OH 44256-8748

• 

  Crystal Clinic Orthopedic Center, LLC

  72 5th St SE Barberton, OH 44203-4201

• 

  Crystal Clinic Orthopedic Center, LLC

  1310 Corporate Dr Hudson, OH 44236-4441

• 

  Crystal Clinic Orthopedic Center, LLC

  3925 Embassy Pkwy STE 150 Fairlawn, OH 44333-1782

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/06/24 I had an electrocardiogram and paid $210.00 for that visit. I then received a letter from Anthem stating I should have only paid $53.08 and to contact the Crystal Clinic for a refund. I have left numerous messages and have called numerous times staying on the phone for more than 20 minutes each time with no one answering the phone and no call backs.

  Business Response

  Date: 02/01/2025

  An investigation to this patient's complaint was performed. Patient stated they made a payment for a test which occurred on 11/6 for their testing. Patient also stated they spoke to their insurance and were told they made an overpayment to Crystal Clinic because this test should only have cost them 53.08. The patient is correct, the total patient responsibility for the test was 53.08, however the patient had other open balances which were part of the payment they submitted and that payment was applied to those outstanding accounts.  

  The patient's complaint for lack of reply by the billing team has been escalated and patient will receive a call on 2/3/25 by upper management to explain their balances and ensure any questions from patient are answered. 

  Customer Answer

  Date: 02/04/2025

  Never received a phone call. Did not have any outstanding bills 

  Business Response

  Date: 02/06/2025

  Patient contacted and issues resolved on 2/5/2025. Patient contacted at  8:52am.  Management had discussion with her and she expressed her frustration. She states she has called 8-9 times and has been on hold for more than 15 minutes each time.  She said she sent texts (?) with no response and contacted the BBB because she was frustrated. We don't have text capability, so for this part, we are at a loss and shared that with her.

  Patient states payments and dates that she made payments.  After looking at her accounts, we asked if it would be ok for to do more research and call her right back.  She agreed.  

  Additional research performed and patient was called back at 9:54am on 2/5/25.
  
  All of her patient balances are now paid.  She made a $30 payment 2/4/2025 that will be applied to *** 11/6/2024.   The only balances remaining in *** are pending insurance adjudication.
  
  There are balances on our professional fee *** side that require moving money. This was communicated to the patient and in doing so, will rectify the other issues she experienced.

  There is a $40 credit balance on ticket ******* and 2 open balances
  ****** **********              *** 9/27/2024           $7.50 patient balance
  ****** *******                       *** 11/18/2024         $38.09 patient balance –Anthem just paid 1/24/25
  
  38.09 will be moved from ticket *** 11/6 to ticket *** 11/18, resolving the balance
  1.91 will be moved from ticket ***11/6 to ticket *** 9/27
  
  ***** made a $5.59 payment today-  payment was taken in the payment manager to cover the remaining balance on ticket *** 9/27.
  
  Once all of the transfers are posted and the payment taken today, her patient responsibility are paid in full- as of today 2/5/2025. 

   

  Matter resolved; patient satisfied at end of call.

  
  

  Customer Answer

  Date: 02/07/2025

  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.

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen by a physician on 7/18/2024. I have been getting bills for my visit since the claim was processed. I have been trying to pay online, by phone, and through the office that is closest to me. Each time I attempt to pay online with the information that is asked for, I get the message, "We can't find you, " and am prompted to call the number ***********. When I call the number, I am put on hold for 15 minutes or more that I can't hold any longer. I have left several messages that never get returned. I also emailed the company directly and was emailed a general reply that they are looking into the situation but was never contacted to address my concern. When I attempt to pay the bill in person during normal business hours in *****, ****, the doors were locked. I called the ************************* and was told that the office was closed because they only stay open for the scheduled appointments and the last appointment was earlier in the day. I again call *********** today at 9:00 AM and waited 15 minutes and again left a message. I am again on hold and have been now for 35 minutes. This company needs to have respect for their patients and understand that we can't stay on hold for 15 plus minutes to pay a bill. I would appreciate the company calling me at a day and time convenient for me to pay the bill since I continue to be inconvenienced and still not have the bill paid. If they can't be available to accept my payment when I am available, then they need to credit by account and not ask for further payment.

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crystal clinic is a provider that was located within Akron Children’s Hospital when my son was seen on January 14, 2024. It looks like they attempted to bill CareSource and anthem Blue Cross Blue Shield and we’re paid by both, but according to the higher revised code, they are not allowed to send me a bill. This provider has been sending me bills and I have been fighting back-and-forth since January of this year. This needs to be adjusted since this is against the Ohio revised code. You are not allowed to bill Medicaid recipients. The provider shall not collect nor bill a medicaid recipient for any difference between the medicaid payment and the provider's charge, nor shall the provider ask a medicaid recipient to share in the cost through a deductible, coinsurance, co-payment, missed appointment fee or other similar charge, other than medicaid co-payments as defined in rul* ********* of the Administrative Code and patient liability as described in Chapter ****** *** **** *********** of the Administrative Code.

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:In June 2024, I underwent surgery at Crystal Clinic to remove a small mass from my right hand. While the surgery itself went well, the billing process has been a nightmare. Months after the procedure, I received a bill that seemed incorrect. Upon reviewing their price sheet on their website, I noticed discrepancies, specifically regarding the time spent in the operating room and the charges listed.I made multiple attempts15 to 20 phone calls over 90 daysto contact Crystal Clinics billing department, leaving numerous voicemails, but received no meaningful response. I finally had to escalate the matter by contacting the patient office directly, which led to one callback from the billing department, during which they promised to review the discrepancies. After weeks of no updates, I had to call again. Despite assurances that they would address my concerns and send me a corrected bill, the new bill I received was identical to the original.Whats more concerning is that I noticed the clinic updated their online pricing sheet to match the rates they billed me, making it appear as though theyre covering up the discrepancy instead of honoring the pricing I originally referenced. I went into this surgery expecting to pay $1,000$1,500, based on their posted prices, but Im being charged nearly $3,000.This situation feels deceptive and unfair. The lack of communication and the refusal to address my concerns have caused me significant anxiety and financial distress. Ive tried working with both the patient office and the billing department, but my inquiries are consistently ignored, and I feel brushed off. This unprofessional behavior has left me regretting my decision to trust Crystal Clinic. Im seeking a resolution to this billing issue and an acknowledgment of their mistakes.

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two separate bills for service and paid them in full through their website in October 2022 and November 2022. Since that time I have received multiple additional bills for those services I had already paid. I called their billing department and they confirmed they had received my payments, but their internal system had applied my payments to the "wrong side" and my money was hanging out in limbo with no one questioning it. Supposedly they were going to correct the is*** and apply my payments to the correct "side" and send me a receipt stating such. Instead of this happening I am still receiving bills for the service I paid in full nearly 3 months ago.

  Business Response

  Date: 02/09/2023

  [BBB transcription, see attachments]

   

   

  02.09.2023
  ****** ******
  Better Business Bureau

  *** **** ****** ****** ****** ** *****

  Dear ****** ******
  

  
  

  Thank you for reaching out to Crystal Clinic regarding ID# ********, with concern from consumer, *** ***************.

  
  Exceeding the patient's expectation is an important aspect of our mission at Crystal Clinic Orthopaedic Center, so with this patient's dissatisfaction is equally disappointing to us.

  
  In reviewing the account, payments were initiated by Ms. *************** through the On-Line Bill Pay. The option chosen for payment was Crystal Clinic, Inc (Physician Billing). Payments were posted accordingly as received. The patient statement balances were for Crystal Clinic Orthopaedic Center (Facility/Hospital Billing).

  
  Because our billing systems do not interchange, the patient would continue to receive statements for the unpaid balances with Crystal Clinic Orthopaedic Center.
  Credit balances were identified, and a transfer initiated and posted appropriately, payments received on 08.31.2022 for Service Date 07.19.2022, and 10.15.2022 for Service Date 08.02.2022 have posted to the outstanding balance due with Crystal Clinic Orthopaedic Center.

  
  An additional payment was initiated through the On-Line Bill Pay, and again, the option chosen for payment was Crystal Clinic, Inc., which was also for a balance that is with Crystal Clinic Orthopaedic Center.
  Due to a clerical error, the payment was not posted at that time to Ms. ***************'s account. When contacted by Ms. ***************, our Customer Service Team searched and located the On-Line Bill payment, and a transfer request has been initiated for payment to Crystal Clinic Orthopaedic Center and should post within 10-14 days. This payment is for the 1.09.2023 payment date for Service Date 09.01.2022.

  
  Below, I have broken down Ms. ***************'s account balance for Crystal Clinic Orthopaedic Center., and Crystal Clinic, Inc.
  

  
  

  Customer Answer

  Date: 02/24/2023

   I am rejecting this response because:
  They have not confirmed that they have applied my payment to the correct account and that my balance with them is zero. Their online bill pay only had one option. I spoke with their customer service multiple times to try to correct this is*** - nothing, I left a voicemail that still has not been returned, and I sent an email to their customer service that still has not been responded to; I have received zero responses that my is*** is resolved and my balance is zero.
  
  

  Business Response

  Date: 03/03/2023

  [BBB transcription; see attachments]

   

  Thank you for returning my calls and speaking with me on 03.02.2023. I did as well, receive the email with the rebuttal from Ms. ***************, 03.02.2023, ID# ********, with concern from consumer, *** ***************.

  Again, exceeding the patient's expectation is an important aspect of our mission at Crystal Clinic Orthopaedic Center, so with this patient's dissatisfaction is equally disappointing to us.

  As we explained with the detail in in the letter dated 02.09.2023, due to a clerical error, the payment was not posted at the time it was received to Ms. ***************'s account. When contacted by Ms. ***************, we located the On-Line Bill payment, and a transfer request was initiated for payment to Crystal Clinic Orthopaedic Center and as explained, the turnaround time for these transfers are within 10-14 days.

  This transfer was requested on 02.09.2023 and the transfer was completed on 02.15.2023, for the 11.09.2022 payment date to be applied to Service Date 09.01.2022.

  We have included the billing statements showing Ms. ***************'s balance as $0.00, which we have also sent copies out in the mail, for Ms. ***************'s records. We have called and left Ms. ***************, a message, letting her know this transfer has been completed, and if she has any other questions, she may reach out to us directly.

  We apologize for any inconvenience that this has caused Ms. ***************.

  Thank you for bringing your concerns to our attention. If you have any additional questions, please do not hesitate to reach out to us at ***************

  Regards,

  ******* *******

  Customer Answer

  Date: 03/08/2023

   I am rejecting this response because:
  
  Page 6 of Crystal Clinic's attached documents do not reflect my payment of $56.72 that I paid November 9, 2022. This is the amount listed in my complaint with BBB and the amount I have repeatedly received bills for despite calling and speaking to representatives regarding it and sending an email with proof I've paid it. It appears Crystal Clinic's records are still not accurate. I want assurance I will not receive another bill regarding this amount in the future. 

  Business Response

  Date: 04/11/2023

  [BBB transcription via fax, see attachment]

   

  Thank you for reaching out to us regarding the email with the rebuttal from Ms. ***************, 04,05.2023, ID# ********, with concern from consumer, *** ***************.

   

  Exceeding the patient's expectation is an important aspect of our mission at Crystal Clinic Orthopaedic Center, so with this patient's dissatisfaction is equally disappointing to us.

   

  As explained with the details in the original letter dated 02.09.2023, due to a clerical error, the payment was not posted at the time it was received to Ms. ***************'s account.

   

  When contacted by Ms. ***************, we located the On-Line Bill payment, and a transfer request was initiated for payment to Crystal Clinic Orthopaedic Center. And has been completed on 02.15.2023 for the 11,09.2022 payment date applied to Service Date 09.01.2022,

   

  Unfortunately, due to a system error with a file transmission, Ms. *************** did receive a statement from one of Crystal Clinic's outside Agency, First Credit.

   

  While we did everything correct on our end, to stop this statement from going out, there was a challenge with the file transmitting on First Credit's end. They have corrected this, and removed Ms. ***************'s account, and it is closed.

   

  Included is the billing statement showing Ms. ***************'s balance as $0,00, Not only have we sent copies of the statement numerous times, showing a $0.00 balance, we have also reached out to Ms. *************** on numerous occasions for which she did not return our phone calls.

   

  We apologize for any inconvenience that this has caused Ms. ***************.

   

  Thank you for bringing your concerns to our attention. If you have any additional questions, please do not hesitate to reach out to us at 1-************.

  Regards,

  ******* **** * **

  National Customer Service Team Coordinator CBS/Odyssey Health Systems, LLC

   

  
  

   

  
  

  Customer Answer

  Date: 04/11/2023

  [BBB transcription via duplicate complaint]

   

  Approximatley January 31, 2023 I filed a complaint with BBB because Crystal Clinic has repeatedly sent me bills for services I have already paid in full. I have attempted to resolve the is*** with Crystal Clinic via telephone, email, and using the BBB. I have repeatedly given Crystal Clinic proof that I have paid all bills in full, and they have repeatedly confirmed receipt of my payments and that the problem is internal. Through using the BBB, ******* at Crystal Clinic sent a letter dated 3/3/23 stating my balance is indeed $0, however as I predicted and why I rejected all their replies, today I received another bill for $56.72 with a statement date of 3/16/23. After all my attempts at solving this problem, sending proof I have paid this bill, and *******'s 3/3/23 letter stating I have a $0 balance, I consider this harassment. The original complaint includes a bill for $56.72 that I paid in full 11/9/22.

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had neck surgery on November 10, 2021 performed by Dr. ******. According to my ******* ****** Health Care Insurance Company, I overpaid my bill by $487.25. I talked to ***** on May 11, 2022 at 1:27 pm, ***** on May 27, 2022 at 12:32 pm, ******, the hospital receptionist on September 6, 2022 when I went to the hospital and was informed that billing was “off-site” so I could NOT speak to someone face to face. ****** notified her Supervisor, ***** ******* at 11:42 am of my concerns and I received a phone call from ******* Billing before I left the hospital parking lot. The unidentified woman on the phone said the owed me $545.57 from a deductible account that was never applied. She gave me her phone number ************ and it goes to voicemail when I call it. A woman named **** (talked to her on May 9, 2022 at 3:00 pm) sent me my billing records and all of them show patient balance as &0.00 and none of the statements show what ******* ****** paid? A deductible amount of $545.57 is highlighted but not applied anywhere on the statement.

• Initial Complaint

  Date:07/24/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Number *******. 1st Issue: On 12/30/21 I went to Crystal Clinic (CC) for follow-up for a surgery I had earlier in the month. CC refused to **** my primary insurance until I filed a complaint with the BBB. Due to my complaint, CC finally billed insurance at the end of May 2022. When I received the EOBs from my secondary insurance, the EOBs indicated there was a balance of less than $201.00 remaining. I knew this was wrong, so I filed appeals with my secondary insurance. My secondary insurance responded & indicated the claims for 12/30/21, were denied based on a billing issue, the claims were denied as missing/incomplete or invalid **** type, &, according to insurance, The provider should refile a corrected claim. I have already contacted CC to rebill insurance to correct its mistake. Further, when I spoke to ***** on 7/22/22 she discussed my credit balance of over $1,147.00 (see 2nd Issue below) & seemed to imply that rather than correctly rebilling insurance (which is what it should do), the monies will be taken out of my credit amount. I do NOT want any of my credit used for the date of service 12/30/21. This is the easy thing to do, not the proper thing to do & I am not getting the benefit of my health insurance due to CCs misfeasance and/or nonfeasance.2nd Issue: I have been trying to get my credit balance from date of service 12/17/21 returned to me since Feb 2022, but CC is holding the money hostage. My credit balance at CC of over $1,147.00 is for date of service 12/17/21. I (regretfully) paid this **** and immediately appealed with insurance, which paid the **** in full in Feb 2022. Note that the pending balance for the 12/30/21, date of service is less than $201.00 (see 1st Issue above). There is no reason to keep my money. I am requesting interest since CC has refused to return any of this money to me since Feb 2022.