ComplaintsforImmediate Care of Oklahoma

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went there Nov 2023, and 6 months later I received a bill for ~$200. The statement said the total cost of the visit was ~$350. My insurance already paid them ~$150.I called them on the phone, they said a cost of a basic doctor's visit to get a refill for a prescription would be like ~$129. All I did was go to get a refill prescription for an inhaler. So how exactly has my insurance paid them ~$150, and they're asking me for another ~$200, for a service that costs ~$129???When I asked how much it costs to see a doctor, they told me ~$129, they did not tell me that the rates are completely jacked up if you use insurance, so I used my insurance thinking that since my doctors visits were covered up to ~$150, that would be covered by my policy. I feel like I have been hit with a bait and switch scam, because it's absurd that I'm paying more money to make use of my insurance than I would have if I didn't use it at all. This whole system is completely broken, needs to be fixed, and nobody properly communicated these billing practices to me until I got a bill nearly six months later!!!The whole reason why I have a very basic insurance policy is because I do not have a lot of money! Receiving a surprise charge for that much money is a serious problem for me. I do not remember signing or even seeing ANY paperwork at all stating that the charges with insurance over $350. If they can PROVE that I signed any paperwork agreeing to pay that much, I'll gladly drop this. Otherwise, I will dig in my heels on this. PLEASE PROVE TO ME THAT I AGREED TO PAY THAT INFLATED AMOUNT. These dishonest billing practices can not and should not even be legal!

  Business response

  06/03/2024

  The patient chose to use his insurance on the day of service for the visit. We billed his insurance, and the balance he referenced shows from his insurance EOB as his coinsurance portion of his visit after his insurance processed. 
  

  After his very unfavorable review, we immediately, (same day) attempted to reach out to him by phone to explain this and encourage him to check with his insurance to make sure that the visit processed correctly with his insurance plan that he has purchased.  When answering the call, he immediately said that he was a busy man, did not want to speak to us and strongly voiced his displeasure with us and his bill. 

  We apologized for attempting to take his time with the call and cordially disconnected.

  Immediate Care of Oklahoma does offer a self-pay rate for an office visit at the amount of $129.00 for a patient who is seen and pays in full on the date of service.  ********** visit is $129.00 and then the patient pays additional for any procedures, labs or x-rays performed during the visit at check out on the same day. The patient did not choose to be self-pay when seen in the clinic. Immediate Care made him aware of his balance after insurance responded.

  Thank you,

  immediate Care of Oklahoma

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I, **********************************, called the business, Immediate Care of Oklahoma of West *****, on 2/9/23. I also researched their website which describes treatment for auto accidents. I described my need to be seen for auto accident and described my situation, which included the person at fault. I then took myself and my daughter, ************************************, to be seen at the clinic for treatment due to the auto accident. This was due to an auto accident that I was not at fault. I researched the website and it noted that they do see auto accidents and can be treated by them. I notified the office when I spoke to them, as well as when I visited, and BEFORE I was seen by the physician; that this auto accident was someone else's fault and will be covered by their auto insurance. I provided the police report that stated this information and description of what occurred. The receptionist at the location took all this information, including the at fault's person's insurance, and I was seen. Initially they billed my health insurance for this visit. I called when I received the billing information that noted this and informed them that this was due to an auto accident I was involved in where I was not at fault. I provided all the information up front. They verified and agreed that I did provide this at the time of service and would bill the at fault insurance. I received a bill w/in a few months for the entirety of my visit. I called and again review this information with them. They said they do see the situation and will contact the at fault insurance for payment. I called again today (9/15) to re-inform them of the situation and let them know that I am still waiting on the at fault insurance to pay. They said it didn't matter as I signed a promise to pay for the visit. They had sent it to the at fault insurance company but had not been paid by them. Their "policy" is to take only the patient's auto insurance and bill them when a patient is seen due to an auto accident. She was sorry that this happened, but I had to pay them. I told them that if I had been informed of this rule and/or policy appropriately when I called and/or before I was seen I would not have visited the establishment. Neither of us would be in this predicament. I asked them to file a medical lien. They declined and said that I had to pay the full amount. This, by the way, is a full billed amount, this is in no way reflective of the amount paid by insurance or cash pay payment. I told them simply that I can not afford to pay this bill. I was informed at the time of services it would be billed to the at fault insurance company. I was NEVER informed of the stipulation that it would be my insurances responsibility to pay. As I never provided my auto insurance information at any point. I then asked to speak to the manager. I was told I would need a call back when she was available. I agreed, but requested that they do call me back.

  Business response

  09/28/2023

  We have attempted to reach the patient by phone multiple times to discuss her concern. There has been no answer each time and no message machine or option to leave a message.

  We do accept MVA insurance.  We have called the patient in an attempt to obtain the insurance company, medical adjuster information, adjuster contact information by phone and address, claim number etc.  We could not make contact with the patient to obtain this information even though we made several attempts.

  We have noted the accounts with the information that this case is being handled by an attorney.  This information was obtained by fax and noted in the patient record.

  Thank you.

  Customer response

  10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received a call. Please make sure to call the number listed on my contact sheet: ************. I have an available voicemail. There should be no issues with this phone number or voicemail.Both are working and have had no previous or current interruptions to service. 
  

  Please also provide a name and number I can call directly to resolve this. 
  

  Yes, they offer MVA treatment. However they do not bill the at-fault drivers auto insurance. They bill the patients auto insurance. THIS is the difference, but was NOT explain to me at the time of treatment, when I filled out my paperwork( in which I ONLY gave them the at fault drivers insurance) OR after I had called the providers billing office twice to discuss who was to be billed and that this was the at-fault drivers insurance. Only on the third call did this get discussed when they request payment on a billed charges invoice. This is not acceptable and was not discussed in any way before treatment.

  
  Sincerely,
  
  **********************************

  Business response

  10/04/2023

  LOCAL ICO CONTACT INFORMATION FOR THE PATIENT IS: 

  IMMEDIATE CARE OF OKLAHOMA

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

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

  ICO DOES ACCEPT MVA INSURANCE.  I HAVE REVIEWED THE TWO ACCOUNTS IN QUESTION AND BOTH HAVE BEEN FILED WITH STATE FARM INSURANCE.  STATE FARM ADVISES ME THAT THIS CASE IS BEING HANDLED BY A LEGAL REPRESENTATIVE WHICH WE ARE AWARE OF AND THE ACCOUNTS HAVE BEEN NOTED AS SUCH.  WE APOLOGIZE IF THE PATIENT WAS GIVEN THE WRONG INFORMATION BY THE BILLING COMPANY. 

   

  THANK YOU.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2022 I went to Immediate Care in ******, Oklahoma. My insurance, *********** paid for the visit in October 2022. I received a bill from Immediate Care saying that I owed $212.00. I called and spoke with someone, and they said my insurance company took the money back. No they did not. While I was speaking with *********** I was told they did make the payment in October 2022, and Immediate Care is trying to get extra money in their pockets.Today, 12/20/2022, Immediate Care sends a copy of the bill to me again. I called the number ************ and spoke to a lady and said that the *********** has paid the bill, and to contact them concerning this matter not me.They know that if they contact *********** they will find out that the bill was paid, and will not be able to pull anything on them. It is *********** they need to speak to not me!!

  Business response

  01/03/2023

  The service date in question is 9/1/2021 not 9/1/2022 as the patient states.  Sooner Care paid the claim on 9/15/2021 and then they recouped their payment on 10/12/2022 stating that they found evidence that the patient may have had "other" insurance coverage in place on this date of service. The current balance on the account for date of service 9/1/2021 is $192.00.  This is something that will need to be settled between the patient and Sooner Care.
  

  Customer response

  01/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with someone and they told me it was paid in October 2022. The people at immediate care need to contact Sooner Care concerning this. As I said they are not wanting to contact them because they know they got the payment, and are trying to get extra money. Contact Sooner Care, not me!!!
  ************************************************

  Business response

  01/05/2023

  I have attached a document which shows that Oklahoma Health Care Authority did in fact pay the claim for date of service 9/2/2021.  They paid on 9/15/21, $111.23 and on 10/13/21, $7.18.
  
  Oklahoma Health Care Authority then came back and took back (recouped) their payments on 10/12/2022.
  
  The $192.00 balance on the account is correct and owed by the patient.  Although Oklahoma Health Care Authority initially paid the claim in 2021, they came back in 2022 and took their payment back.
  
  I have attached a print-out showing the payment and the recoup.
  
  We are happy to work with the patient if she needs to set up a pay agreement for this balance.
  
  Thank you,
  
  

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

  Patient Account and Collections Manager

  Billing Coordinator

  Customer response

  01/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  **************************************************** On November 11, 2022 I spoke with someone at the Oklahoma Health Care Authority. The person whom I spoke with said that OHCA paid $118.41 to Immediate Care on 10/13/2021. That was the allowed amount to be paid. I was given a claim number to verify this. As I have said before Immediate Care needs to contact the OHCA people about this. I will definitely contact them again and let them know that Immediate Care is doing nothing but harassing me over something I do not owe!

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