Complaints

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:12/02/2024

  Type:Billing 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.

  On November 9, 2024 I received a letter from ********** ***** * *********, inc stating they were collecting a debt from Noms healthcare in the amount of $78.94. On 6/23/2022 I paid Northern Ohio Medical Specialists (NOMS) $324.35 for a bill dated 6/6/22 stating final notice with that amount due. The account number is ******* confirmation # of payment is 3238610647. I contacted NOMS by phone on 11/11/24 requesting clarification of the bill for $78.94. They were unable to explain the discrepancy of the bill and stated the bill I paid in full on 6/23/22 was not correct. On 11/22/24 I received a copy of a bill break down that was dated 5/5/22. There appears to show a discrepancy from 5/5/22 to the final bill I received on 6/23/22. Due to the poor lack of bookkeeping at Northern Ohio Medical Specialists I am disputing the $78.94 and would like to file complaint since I paid in full what I was billed almost 2 1/2 years ago.

  Business Response

  Date: 12/03/2024

  Good afternoon! This patient received a statement from NOMS Healthcare for $403.29 on 05/05/2022. The charge of $78.94 was included on that statement as well as two previous statements. Per NOMS policy, after three statements are sent to a patient, then that bill is sent to collections. The next statement was sent on 06/06/2022 for $324.35 ($403.29-$78.94=$324.35). The $78.94 had been removed from the NOMS bill and sent to our collection agency, ********** ***** * *********** This patient called our billing department/financial team on 11/11/2024 and this was explained to her. The difference between 05/05/2022 and 06/06/2022 is the $78.94 that was not paid after three statements sent to the patient. NOMS' Revenue Cycle Director personally reviewed this account and confirmed that no mistakes were made on NOMS' behalf. 

  Customer Answer

  Date: 12/07/2024

  
  Complaint: 22612289
  
  I am rejecting this response because:
  As a consumer/customer I was never informed back in ‘22 what their billing protocol was therefore when I received the statement in June I paid it in full. I was under the understanding that I was credited that amount since I did complain that I was being billed for services I never received. I was never informed that amount was taken off my bill and sent to collections. Which again I still am missing the clarification of why that happened so no I am not satisfied with this resolution. 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service 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 had an appointment today (10/14/24) at NOMS healthcare facility in ************* to see Dr. **** **********. My reason for needing to see an ENT was for TMD and reoccurring ear infections. The scheduling staff stated clearly, multiple times, that the doctor would only schedule an appointment with me after I completed an audiogram, which is what today's appointment was for. I did not understand this, as my health concerns do not include hearing loss, which the test's function is to measure. At the time of scheduling this audiogram, I was assured by the staff of Dr. ************ that they've never had any issues with insurance covering this test. Today I learned my insurance dictates I would have to pay out of pocket for the test, so I called to obtain the pricing, and see if I can wave this barrier for the appointment to actually meet the doctor. The cost was too expensive for me, and they refused to wave the test, so I cancelled my appointment. During that phone conversation, I asked why it was medically necessary to have this test before seeing the doctor, and the staff told me they could not answer that, but that the doctor mandates that the test be completed before he will agree to schedule an actual appointment with a patient. Since there is no reason I can find for this test being medically necessary to treat or diagnose me, I do not understand why it was required before I could even see this doctor. This makes even less sense considering I had a referral from my primary care provider (MD) attesting to my need for treatment of my reoccurring ear infections. The fact the staff was confident my insurance would cover the test, insisted the doctor mandates this prerequisite across the board, and refused to give me information as to how this would help diagnose or treat my condition, I believe they are using the cost of these tests to line their pockets with insurance money. I believe this to be fraud, which costs patients their health.

  Business Response

  Date: 10/30/2024

  In response to the attached complaint, NOMS and ************* stand by our care requirements. It has been confirmed by ************* that an audiogram is necessary for all ear complaints. ************* stands by the request that an audiogram be completed before a proper conclusion can be made about the patients TMD (presumed patient means ***)and reoccurring ear infections. The audiogram assists with making a proper diagnosis and is a standard preliminary exam that Dr. ********** confirms is required for all ear complaints. An audiogram can assist with determining if *** is the cause of ear pain due to the temporomandibular joint's close proximity to the auditory canal. An audiogram can also assist in locating fluid in the middle ear which could be a sign of an ear infection. The audiogram is required by the office to rule out different causes for the *** and ear infections and this patient requires an audiogram so that Dr. ********* may make a proper diagnosis of what is causing the patient's pain. If this patient has any further inquiries or questions, she may reach out to ****** ***** (Legal Administrative Assistant) at ******************* or *******************************************. 

• Initial Complaint

  Date:08/11/2023

  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.

  I had a scheduled appointment with Dr. ***** *****'s office scheduled for 8/10/23 at 3:15pm. When I arrived at my scheduled appointment, the employee at the front desk told me I did not have an appointment scheduled, even though I did and have it written on one of their office appointment cards. I want to be sure I will not be billed, since I was not allowed to see the doctor at my scheduled time I took time out of my day to report for.

  Business Response

  Date: 08/29/2023

  Good morning, 

  In regard to the attached complaint, Dr. ***** *****'s office manager, *****, will reach out to the patient via phone call to schedule a new appointment. The patient's billing statements were reviewed and since no appointment occurred, no bill for that date of service was created. The scheduling mix up is believed to have occurred due to our system switch from ECW to EPIC where his scheduled appointment was not moved over. 

  Thank you,

  ****** *****

  Customer Answer

  Date: 08/31/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service 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.

  Let me start by saying that this conglomerate is not people/disabled friendly. While I understand that keeping/canceling/rescheduling appointments is not only a concern for this business but also a concern for patients. I have been considered disabled by SSD in 2007. I have lived life being immuno compromised basically since birth. My life has been complicated to say the least. For the past few years my health has declined due to this problem. When Covid hit, it tore my system down even further. I've been getting over shingles on my scalp and Mono at the same time. What I need everyone to understand is that I stay home because of my lowered immune system. I'm basically susceptible to ANYTHING out there at this point. I can be fine today and running a fever with multiple types of symptoms the following day. The length of time I have them for varies greatly. My adult daughter and son in law live in our home as well as my grandson, my husband and pets. I contract whatever they bring home. We've been told by almost every physicians office to not come in sick. So, a lot of times I've had to cancel or reschedule on the day of the appointment because I have no clue, day to day, how I'm going to feel. I have been sick for almost 3 straight years. It's absolutely insane to live like this. NOMS has taken it upon themselves to inform ALL Noms offices that I'm a chronic canceler. I have been "kicked out" of practices due to this. My husband was told today, by my current referral, that if I didn't come to the rescheduled date I would be terminated as a patient. This was my initial appointment today. I obviously need said physicians or I wouldn't schedule period. Also, some of the providers have scheduled me 1 to 3 months out while the sooner appointments are given to others. Yes, we tested that theory. I cannot help that I literally have 20 different diagnosis that I battle daily. Why, as a disabled person, am I even dealing with this? Reasonable accommodations, no.

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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.

  My husband and I were involved in an automobile accident on 5/19/2019. We received physical therapy at NOMS (northern ohio medical specialists) starting June 1st. There was some confusion after the authorization of therapy on who was responsible for payment since we did have medical coverage, but only 3,000 and our benefits had been exhausted prior to starting at NOMs. This has been a longstanding issue where I got in touch with the finance manager at theramatrix (the company who handles payment for my husband's job physical therapy). He sent over a check to their office which was to satisfy the accounts for myself and my husband back in 2021. I was dealing with a woman named ***** who was very helpful in their billing office who was helping me get this settled. They for some reason had me contact the company and tell them the check was only issued for my husband's account and needed to be adjusted. Going forward, the last communication I had with them after several calls was 1/2022, I was told at that time that my account was no longer showing a balance and I was told to wait to hear from *****. Thinking it had been resolved since I heard nothing until February of 2023 when I received a collection notice. They claimed to have also sent another one that I never received so I was told we could not dispute even though they have the check there and are showing an $808 credit balance. They had me call again to ask Theramatrix to do a take back and reissue. The woman told me she would need a breakdown from them and a call from her. Then last week I received a letter from the collection agency with the supposed unpaid service dates I had asked for. I called today to check the status to see if they had received an answer from Theramatrix regarding reissuing the check. I was told by the collection agent who has been assigned to my account that they were never called by NOMS to put the collection activities on hold, have not heard the letter was sent and are now looking to come after us when they have a check there for this account. I think this is extremely shady and what do they plan to do with the money they have already received? They also had me pay $33 on my husband's supposedly balance due but how is that even possible? I am so frustrated with this company and don't know what to do to get this resolved.

  Business Response

  Date: 03/30/2023

  I have submitted this claim to our billing department for review. The Director of Collections called TheraMatrix and spoke with *** (ref# ********). TheraMatrix had sent back denial response of Primary allowed more than PPO pre-determined allowed amount, so the balance should have been applied as a contractual adjustment. The Director contacted the collection agency to close and return the account #****** for $602.82 and has received confirmation that this has been completed. The Director also reversed the bad debt adjustment and applied contractual adjustments, therefore the balance is at zero.

  The other account #****** has been refunded $818.21. 

• Initial Complaint

  Date:01/17/2023

  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.

  On Nov. 9, 2022, I took my 2 children to NOMS Urgent Care.I said at the front desk that I was concerned about my son’s breathing and wanted to get him and my daughter tested for RSV. We were taken back into a room and after giving all necessary information (kids sick with low-grade fevers, runny noses, coughing, and my son’s difficulty breathing), their temperatures were taken, ears were checked, and RSV nose swabs were completed. RSV rapid tests were on backorder so we would not have results for a couple of days.No one checked my son’s oxygen levels or looked at his breathing while we were there. We were sent on our way with prescriptions for bacterial infections. That night, I took my son to the ER due to his breathing.He tested positive for RSV, negative for the flu and COVID.He required breathing treatments, pain reliever, and steroids to help his breathing. Nov. 11, 2022, I received a call about my daughter’s test results. I called them back and left a voicemail. Nov. 12, 2022, I received a call saying my daughter tested positive for a bacterial infection and was prescribed the correct medication. I stated that she was tested for RSV. Then she asked if my son was also tested for RSV and I said yes. She said her report had confusing information, so she needed to call me back. She called me back and stated that they both tested negative for RSV and positive for the flu. I was never told on this call that the medication prescribed would not help with the flu, since I was told on the previous phone call that it would help her. I have now received an Urgent Care bill for $10 per child. The billing department at NOMS has taken care of this bill. However, she also informed me that my children tested positive for Strep. This is the third diagnosis that I have been told my children had, while I know my son actually had RSV. I am now receiving a bill from HealthTrackRX for various tests that my children did not require. Please see the attached bills for more information.