ComplaintsforOrthopedic & Neurological Consultants, Inc.
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Complaint Details
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Initial Complaint
12/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called and spoke to scheduling on 8/31/22 about my ankle. I had fallen in my garage when my ankle gave out and I was concerned I broke it. I explained to the scheduling manager that I didn't have insurance and needed to know the cost before I came in. She told me the cost of the visit including x-rays would be $225. I had two witnesses to this conversation as I had her on speaker. My neighbor who was a nurse had come down to check on me because my husband was out of state at the time. My daughter was also there. I scheduled the appointment that day and went in and had the x-rays done. I paid the $225 at time of service. After the service, they are trying to bill me an additional $87.00. They are now claiming the $225 was a deposit on the visit which doesn't make sense and is not what they told me prior to scheduling. The billing breakdown doesn't make sense as to how they even came up with the total bill amount. There isn't one part of the service that makes up the additional cost that would explain it. They are just trying to take advantage of my situation and charge me extra for services that I already paid for. I would like them to honor the original quote of $225 as I was clearly told that was the total including the x-rays. When I tried to speak to billing, she claimed the scheduling manager would never tell me that. Again I have witnesses to the conversation. It is unbelievable how dishonest people are.Business response
01/10/2023
We apologize for the confusion with the patient's account.
Upon research we noted that at the time of service no discount was taken on the services rendered. Two statement did go out before the error could be corrected. However, the discount was taken on 11/15/2022 and the patient does not have a balance.
Again, we apologize and appreciate the patient's understanding and patience with us. Please let us know if you have any further questions.
****** *****
CAO
OrthoNeuro
Customer response
01/11/2023
I accept the business's response to resolve this complaint.
Regards,
***** *****Initial Complaint
09/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Both myself and the US Army have been trying to get in contact with Suzan C. who is Dr. W secretary. I am not sure who is dropping the ball but I am being put in a very bad position due to the lack of communication. I am needing paperwork filled out so that I can have my Line of Duty paperwork for the Army completed so that I can have 100% coverage for follow on care for my injury. I at first was using my personal insurance but being that this injury occurred while on active duty orders, I don’t have to do that and pay copays out of pocket. I cannot keep waiting for a reply and continue without care as I feel I am getting worse instead of getting better. This is also affecting me financially. I need them to cooperate with the military so I can get taken care of.Business response
10/14/2022
This patient has not been seen since the transition to OrthoAlliance. Her last date of service was 7/18/22. UNUM papers were received on 8/12/22 and they are scanned into her chart but we cannot see where they were sent to Medicopy who handles this type of paperwork. We also see no telephone communication where the patient called in but that technicality could be a part of our own transition to a new system. The text that is a part of the complaint appears to be directly to Suzan, the medical secretary, after her date of retirement. We are uncertain why the patient would text a staff member (former staff member). We have completed this paperwork and faxed it to UNUM at 800-447-8498. The patient was called with this update on 10-11-2022.
Jackie P | Chief Administrative Officer
OrthoNeuro
For every motion in life.
5040 Forest Drive, Suite 300, New Albany, OH 43054
(O) 614-839-2114 | (M) 614-338-5453
www.orthoneuro.com<http://www.orthoneuro.com/>
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.