ComplaintsforThe Oregon Clinic, P.C.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/30/23 I had a take home sleep study done. I had provided The Oregon Clinic with my address and my insurance card. They entered my address in their computer incorrectly and so I never received a bill. 7 months later I started getting calls from a collection agency stating I owed them $480.,84. I called the Oregon Clinic billing department and they said they had an incorrect address for me. They claim they called me numerous times in an attempt to get my address to send the bill too. I never received any phone calls on my home phone and I have an answering machine. I told the billing department to send the bill to me and provided them with my correct address. When I received the bill today 4/23/24 it was not for the $480.84 they stated I owe but it was for $1441.00. Obviously, my insurance was never billed either.

  Business response

  05/02/2024

  ********************, 
  
  Thank you for sharing your concern with us and we apologize for the confusion.  
  
  We retrieved the account from the collection agency and billed your insurance using the correct information. We have received your payment, thank you.  
  
  No report was made to the three main credit bureaus regarding this debt and your credit rating should not be impacted. 
  
  Sincerely,
  The Oregon Clinic 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told by the Oregon Clinic that they had obtained authorization from my insurance company to perform a surgery. it was a three part procedure, after the first part of the procedure I received a denial for the surgery from my insurance company. When I spoke with the doctors at the Oregon Clinic they assured me it was an error and they would get it fixed, but it was imperative that we proceed with the next two phases. We completed all three phases of the surgery and when I asked for the written authorization from my insurance to provide for my appeal, they told me that they didn't actually obtain that information and were told that the surgery did not require pre-authorization. It didn't require pre-authorization because it was not an approved procedure as they lead me to believe. After all my appeals were denied, the Oregon Clinic told me there was nothing they could do and I was stuck with a $57,000 bill and because the surgery and bill are with Providence there was nothing that the Oregon Clinic felt they had an obligation to do about it.

  Business response

  05/02/2024

  Thank you for bringing your concerns to our attention. We want to clarify that the $57,000 bill you reference in your grievance is for another entity.?That is the bill from a hospital, not from The Oregon Clinic. 

  The Oregon Clinic (TOC) performed a preliminary benefit review and at the time ****************** (UHC) informed TOC that there was no prior authorization needed.?However, UHC did not inform TOC at the time that it would not cover your procedures.?After UHC denied TOCs claims for your procedures, TOC appealed on your behalf, but your insurance still denied the claims. To resolve this issue, TOC has adjusted the professional fee portion of your bill, so that your balance with TOC is now zero ($0). 

  As for your insurance and its continued denials to cover your procedures and the hospital bill of $57,000, you may want to consider filing a claim with the Oregon Insurance Commissioner using the link below and request their assistance.

  Division of Financial Regulation - File a complaint - File a complaint or check a license - State of **********************: *****************************************************************************************
  
  Sincerely, 
  The Oregon Clinic 

  Customer response

  05/02/2024

   
  Complaint: 21616426
  
  I am rejecting this response because:

  it Is my opinion that TOC provided me with false information when I was told my surgery was authorized  I was not told that my insurance told TOC that prior sit was not needed  I was told my surgery was approved and after I revived my initial denial I was told that we HAD to proceed with the next two phases and that the denial was a mistake however it took nearly 5 months for TOC to file an appeal I would have never proceed with this procedure if I had know there was no formal approval in place

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In early March I was scheduled for an appointment with Oregon Sleep Clinic. I was told that an intake form would be sent to me prior to the appointment. However it was not, so the appointment consisted of the doctor just cover that. Furthermore, it came to light that the Oregon Sleep Clinic did not actually have the capacity to be able to even schedule testing for my Sleep Apnea issue until sometime later in May. Then, I would not be able to get a follow up on the results for another few weeks, and who knows how long it would have been before i could have been prescribed a CPAP machine. It's unclear why this was not disclosed up front when they scheduled my intake but seems somewhat deceptive and abusive. Because of the urgency of my medical issue, I chose to seek care elsewhere and not become a new patient. I was also told by a competitor i should not be billed by the OR sleep Clinic as a new patient because i did not actually establish care. I received a full bill. To appeal this, I spoke to *****, a Financial Counselor, on 5/8/23 who told me it would be appealed and I would hear back from her or her boss sometime after 5/15/23. In the meantime, she assured me that no further collections actions would occur. When no call came, I followed up in June. ***** called back once while I was in a meeting, did not leave a VM, failed to follow up again despite me returning her call at least 4 times. On 6/28/23, I reached someone who was able to physically find ***** and have her take my call. On the phone, ***** said she didn't remember me, or my issue, and said i had to pay. Collections did not cease as promised, and immediately ***** started raising her voice and an aggressive and abusive manner and hung up when i attempted to shout over her. I am now stuck with a $328 bill given that ***** was supposed to be my point of contact for the appeal, i have no recourse at this point apparently. ***** refused to tell me who she reports to.

  Business response

  07/06/2023

  ************, 
  Thank you for bringing your concerns to our attention. We regret your experience with our clinic did not meet your expectations for scheduling and timing of appointments. We will be happy to discuss how we can further address and seek resolution on your billing questions. A copy of your letter will be forwarded to The Oregon Clinics ************************** Manager and the Director of Operations for the Sleep Center to follow up with you. 
  Best wishes,
  The Oregon Clinic

  Customer response

  07/06/2023

   
  Complaint: 20251760
  
  I am rejecting this response because:  no material action was taken.  
  
  Sincerely,
  
  *************************

  Business response

  07/20/2023

  Dear ************,
  
  We are following up on our initial email to acknowledge and express our regret for not meeting your expectations for timely scheduling and to let you know we are happy to discuss your concerns about your billing and interaction with our staff. We also want to let you know we have conducted an internal inquiry about your concerns and would like to discuss the findings with you. You can call ************** and ask for ******* to discuss this further.
  
  In the meantime, we will send you a certified letter with more details and information about the situation and our inquiry.You should receive the letter within seven business days.
  
  Again, we apologize that we did not meet your expectations for timely scheduling and patient experience. Your healthcare is important to us and we are always working to improve our patient experience and access to care.
  
  Sincerely,
  The Oregon Clinic

  Customer response

  08/01/2023

   
  Complaint: 20251760
  
  I am rejecting this response because:

  I received the certified letter mentioned in the correspondence to BBB from "*******".  It does not include a last name or *******'s title.   I am not sure what her role with the company is.
  
  The letter alleges that I did not speak to ****** on 5/8/23.  I am not sure what to make of this, because, although ****** was not the only representative I spoke to that day, she was the final one.  During the 5/8/23 call, she indicated to me that she would be speaking to her superior named ****** who was out on leave until 5/15/23, and that she would call me directly once she had had that conversation. At that time, ****** indicated I could call her directly at ************ to follow up, per my written records. Additionally, on our 6/28/23 call (after I called on 6/22 and 6/27 without hearing back), ****** initially stated that she did not remember our 5/8/23 call and had no record of the dispute, but then eventually admitted that she did, and had spoken to ****** and quote "****** said you have to pay."  So, the assertion that I did not speak to ****** on 5/8/23 is further indication of the Oregon Clinic's poor record keeping and disorganization. I do recall that on the 5/8/23 call, ****** was wonderfully sympathetic and kind, but on the 6/28/23 call, she was audibly irritated from the moment the call began and repeatedly raised her voice to interrupt me and argue about trivial details. However, she did, in fact, admit that she remembered the 5/8/23 call on our 6/28/23 call.  I am not certain if your calls are recorded, but if they are, I encourage you to review them. The 5/8 call with ****** was great. Her behavior on the 6/28/23 bordered on verbal abuse. 
  
  Additionally, the letter does not address the crux of my complaint at all.  After a lengthy and inaccurate statement of my call history with the clinic **************************** alleges that my complaint is simply that "because you [I] did not continue care with our clinic, the initial virtual visit should be free. Please recall that my initial complaint is that the Oregon Clinic rushed me into a initial consult in March without disclosing that they would not actually be able to get me into testing until sometime in May, and who knows how long eventual treatment would have taken. When I spoke to competitors, they all indicated this was an unreasonably lengthy timeline, and that it was dishonest of the Oregon Clinic not to disclose that, although they were able to do a virtual visit quickly, they would not actually be able test me until about 60 days later, and who knows how long the process between testing and treatment would have taken.  For comparison, your competitor was able to do a virtual visit, testing, and put a CPAP machine in my hands in under 2 weeks.  Again, I feel that the failure to disclose that your clinic had no availability for testing or treatment in a timely manner, at the very least, prevented me from making an informed decision about my care, and, based on several ****** reviews of your clinic, seems to be intentional, which I allege is dishonest. Whether by design or not, this practice results in getting patients on billing immediately and stringing them along about actual treatment for months. 
  

  Secondly, before my virtual visit in March, I had asked for a quote on the cost.  I was told they would tell me before the visit.  They did not.  The front desk also told me they would send me a questionnaire regarding Sleep Apnea to check in for my Virtual Visit.  They did not.  As such, the doctor spent the virtual visit going over the form that was intended to be completed independently.  I believe this was also recorded.
  
  I do not accept the response from ******* at the Oregon Clinic dated 7/19/23.  It does not address the two main points of my original complaint, is riddled with inaccuracies, and indicates to me that your representative named ****** either keeps records very poorly or is intentionally misrepresenting events. Based on ******'s demeanor in the 6/28 call, I have a hard time believing that ****** was not intentionally dishonest when recounting our calls to *******.
  
  
  Sincerely,
  
  *************************

  Business response

  08/16/2023

  Dear ************,

  Thank you for your response. We have sent another certified letter with a proposal for a billing adjustment.

  Thank you for the ongoing dialogue.

  Sincerely,
  The Oregon Clinic

  Customer response

  08/25/2023

   
  Complaint: 20251760
  
  I am rejecting this response because:

  In response to the unsigned letter from the Oregon Clinic:

  1.) We are in agreement that I literally visited a provider virtually.  However, you have not addressed the original complaint that the provider spent the majority of the visit filling out a form that I was supposed to have filled out beforehand independently.  Later *** states the charges were appropriate without addressing the complaint about the form and the unusual nature of the visit.
  

  2.) There was not clear miscommunication.  There was a lack of adequate record keeping by your employee named *****, who has then appeared to be dishonest when question about our two conversations after the fact. Whether ***** did indeed do the things she said she would do on 5/8/23.
  
  3.) *** may disagree that the behavior was intentionally deceitful, but I seen not accountability taken for the fact that the impact was the same, regardless of the intent.  As mentioned in my letter to the OR **** *** failed to infomr me that they could not actually get me in for any sort of testing or care within a reasonable time frame in line with industry standards.  This in turn did not allow me to make an informed decision.  Had *** disclosed that they were at least 60 days out for the care I needed, and 3 weeks out just to get a scheduler on the phone with me to schedule a test 60+ days out, i would not have moved forward. I do not see any attempt by the *** to address this.
  

  4.) A mere 10% reduction in the bill as an offer for resolution I find insulting. You're asking for over ****************************************************** (one that is intended to be done independently by the patient) for a few minutes and then recommended testing that my primary physician had already recommended, on top of failing to inform me that you did not have the capacity to test me within a reasonable time frame.
  

  5.) My insurer did not in fact pay anything for the visit - there was no claim to validate because the payment was entirely within my deductible.  My insurer is also not aware of the unusual nature of the visit and the points of the complaint listed above.  But because they didn't actually pay anything from their own pocket, there is no claim for me to dispute with them, and nothing for me to be gained because I must pay it all out of pocket regardless.
  
  Sincerely,
  
  *************************

  Business response

  09/06/2023

  Dear ************,
  We are sorry to hear you were dissatisfied with our final response and resolution offered. To reiterate, we are offering a one-time 10% reduction to the remaining balance. As previously discussed, the validity of your virtual visit that included an assessment and use of a diagnostic tool by the provider, and the subsequent coding based on the documentation and service,has been audited and verified. While we recognize you may continue to disagree with these findings, we will not provide a full refund. We wish you the best going forward.
  - The Oregon Clinic

  Customer response

  09/07/2023

   
  Complaint: 20251760
  
  I am rejecting this response because:

  TOC says:
  

  As previously discussed, the validity of your virtual visit that
  included an assessment and use of a diagnostic tool by the provider, and
  the subsequent coding based on the documentation and service, has been
  audited and verified.

   

  To TOC:
  

  With all due respect, this entire conflict is about the validity of the your coding and internal audit/verification process.  Simply restating that your own internal audit of your own records verifies this, is an argument by assertion at this point. 
  

  Furthermore, you have not addressed the issue of not disclosing your backed up schedule despite being able to rush me onto billing, which per ****** reviews appears to be a common complaint. Per my research, the 2-3 month back up that you failed to disclose up front is unusual for your industry and per our correspondence through the **** I understand not providing an estimated timeline is a policy of TOC.  I still contend that, regardless of the issue of the virtual visit validity, this in and of itself was negligent at best and more likely intentional misleading. It makes absolutely no sense that you're able to rush me into an initial consult, while you were backed up at every other step of the process. a 60 day wait for testing, and a three week wait just to have a schedule call me to schedule testing (over 60 days out). Again, other reviews of your business indicate I am not the first patient to complain about this predatory practice. If it's intentional, it's predatory and dishonest, if unintentional, the impact remains the same, and the practice is negligent and causes harm to your customers.  I do not see TOC attempting to address this concern.  
  

  You have not addressed the issue with your representatives ***** and ****** and the misrepresentation of our interaction..   Simply stating there was miscommunication is not adequate.  ***** appears to have both failed to keep accurate records of our original call, was downright abusive on our 2nd call, and is now misrepresenting our call history when questioned further.  Calling this miscommunication and then moving on does not really address the issue. ***** promised that she would note in your records that collection activities should cease until the dispute was resolved.  ***** never followed up nor left such a record.  Again, this resulted in harm to your patient, which you are not addressing. 

  10% reduction in the bill is rejected as noted previously.  This is an insultingly low amount.  I would expect at minimum of 50%.  I have been paying the bill in good faith assuming that someone in your office would be honest and pursue a good faith solution. Further refusals to do the right thing will result in my pursuing charge-back options with my financial institution.
  
  Sincerely,
  
  *************************

  Customer response

  09/13/2023

  I did reach out to ******* by phone at that number on 7/31 and left a VM for ***************  I never received a call back or voicemail from ***************

  Business response

  09/21/2023

  Dear ************,

  Thank you for your continued communication with our organization. The Pulmonary Director did receive your messages and attempted to reach you but was unsuccessful. After receiving these communications through BBB, all further communication was conducted via this channel.
  
  Our previous offer related to discounting remain in place as a gesture of good faith for the time and concern you have brought forward.We appreciate the opportunity to provide your care.

  Sincerely,
  The Oregon Clinic

  Customer response

  09/21/2023

   
  Complaint: 20251760
  
  I am rejecting this response because: i do not see that my questions about the timing disclosure were answered.  When was I called?  i don't have records of an incoming call from the number ******* provided.
  
  Sincerely,
  
  *************************

  Business response

  10/03/2023

  Dear ************,

  Thank you for your additional concerns. A return call attempt was made from our business lines which often appear as unknown via caller-ID. Not long after the initial attempt, the BBB communication started and all response was handled via this channel.

  We have reviewed your grievances, addressed your questions, and previously offered a final resolution of 10% reduction on your bill. As a last chance effort to resolve this, we extend a 50% reduction of your remaining balance.

  We consider this matter now concluded and request no further communication using the BBB.

  We wish you the best.

  - The Oregon Clinic

  Customer response

  10/04/2023

   
  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.  Although I would have preferred an apology, specifically from ******, I will accept the 50% reduction in the bill.  Please send me an updated copy of the invoice showing a 50% reduction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4-7-22 I had a virtual consultative appointment with the Oregon Clinic **** ******** which lasted a total of eight minutes. My insurance carrier ********* Part B) was charged a full hour, indicating blatant bill padding by this facility. Then adding insult to injury, for my colonoscopy/upper GI procedure I was required to fast and ingest a cleansing solution over a period of several days. On the morning of this procedure I was contacted by the Oregon Clinic and told that my appointment was going to be several hours earlier. Since I was a 2 1/2 hour drive away and was forbidden to drive myself per the Oregon Clinic, I was forced to divert my prepping and spend hours on the phone with my county's transportation service entailing a dozen phone calls to re-arrange my ride to and from the Oregon Clinic. As a result of this interruption of my prepping and the quality thereof, my test results were considered invalid since I was deemed not thoroughly cleansed, which was a direct result of the Oregon Clinic jerking me around in terms of my appointment time. Now almost a year later I am being contacted by this facility claiming that an internal audit shows I still owe them money, even though I received several correspondences from them that my bill was paid in full last summer.

  Business response

  03/24/2023

  Dear ******************,
  
  Thank you for your feedback. We regret you had a negative experience with The Oregon Clinic. To clarify, your recent bill for $27.45 was related to your virtual video appointment rather than a previous procedure. You paid $27.45 for that visit after ********s initial processing. ******** then reprocessed the claim and deemed that you owed an additional $6.99, which The Oregon Clinic wrote off as an administrative adjustment. You do not currently owe anything to The Oregon Clinic.
  
  I understand you feel that the amount charged for your virtual visit was not appropriate for the length of your visit. While it may appear that the video consult lasted only eight minutes, **************** spent considerable work behind the scenes as was documented in the medical record: he reviewed the results of the labs that were performed a month prior to the visit and he created an assessment and plan which he discussed with you, including the risks related to the procedures.

  This evaluation and management of a new patient was coded and billed appropriately, using the Centers for ******** and ******** (CMS) documentation guidelines, based on the complexity of medical decision making. CMS also agreed this visit was appropriately coded when they paid The Oregon Clinic on this claim.

  We apologize for the frustration you have experienced and we will refund you the $27.45 you paid for your virtual visit.

  Take care,
  The Oregon Clinic

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have Paid $ ****** (According to There Website) to The Oregon Clinic for services and according to them still owe $ ******. Today I received a **** stating Balance due $ ****** but Only show "Patient Paid" of $ ******!! So according to there Statement I have OVERPAID $ ***** but My Statement is not Showing All my Payment. They can Not Reconcile My "Patient Paid" and My Actual Payments!

  Business response

  07/17/2023

  Dear ****,
  
  We are following up on your unresolved Better Business Bureau issue. We see your original complaint was on March 25, 2022. Our records show you have a zero balance on your account. If this is still a concern, please let us know and we can discuss further.
  
  Thank you,
  The Oregon Clinic

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the Oregon Clinic dermatology office to make an appointment because I was concerned about a mole I had on my back that was hurting. I requested a mole check along with a discussion around the specific mole on my back. On 1/27/2022 I was seen my a dermatologist. This was my first appointment so he asked me various questions about my health history and probing questions about my acne and hair loss history. He looked over my moles and told me he did not see anything. He asked me if I needed any help with my acne and/or hair issues. I explained I gave up on acne remedies a long time ago and he suggested I tried Clindamycin and offered a prescription. He then asked if I was still experiencing hair loss and I explained that I wasn't after my previous Derm told me to take iron based on previously low iron levels. He asked me if I wanted to check in on my iron levels today and I said sure! I got my blood drawn to check my iron. on 2/23/22 I received a **** in the mail for a moderate complexity visit which costs $515. I called the office and asked what the moderate complexity meant and they explained if I just came in for the mole issue it would have only cost ~$300 but because my acne and hair were discussed I am now considered moderate complexity. I was deceived into a high cost visit by the doctor without my knowing. I only made the appointment for the mole check and I was not the one who initiated the conversation around my acne or hair. This is ethically wrong what this office is doing to people. If you read the comments on ****** they are doing it to many people and shouldn't be allowed to get away with it. It's not right to charge me ~$200 more unexpectedly. I was not evaluated for acne or hair loss the conversation was as simple as I stated above. And I had no idea I was being baited for a higher cost visit. I am requesting to be re-billed (~$300 rather than $515) for my originally scheduled appointment for a mole check.

  Business response

  03/31/2022

  Ms. Diciglio,

   

  This is to acknowledge we received your grievance at The Oregon Clinic ********************* email.  We will reach out to the dermatology clinic and look into this matter.  

  Someone from either dermatology or our department will follow up with this within 5 business days from this email.

   

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

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

  
  

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a complaint against the billing practices of the office of The Oregon Clinic Dermatology in Portland, Oregon. I received a **** and was charged $511.00 because I was considered a new patient. It reads Office/OP visit; new patient, moderate complexity. This exorbitant charge didnt seem right to me, so I called their office to inquire. I first called on Monday, January 18th, 2022, and spoke with a representative of the billing department (she didnt give me her name) and explained to her that I have in fact been to their office at least 3-4 other times. She went on to say that since I hadnt visited the office in 2 years, I was considered a new patient and am expected to pay the charges. After I explained to her again that I was in fact an existing patient and to look me up in their records, she said that she would investigate the charge with the coder and return my call. A week had passed with no return call, so I called their office again. This time I spoke with a **** and explained who I was and why I was calling. She read back the notes that were taken the previous week and said that since I hadnt been a patient in over 3 years, the billing coder(s) considered me a new patient and proceeded to charge me. First it was two years, and now it is three years. Which is it? Now I feel like the policy at their office is to make things up as they go alongthis to me is a red flag and further adds frustration to my situation. I rightly should have been notified before I made this appointment. Why didnt the person on the phone say that I was going to be charged $511.00 because my records had been expunged from their computer system? Why wasnt this spelled out in the paperwork I filled out online? Why am I being penalized for not having an ailment within their timeframe and incurring these charges?

  Business response

  02/17/2022

  ********************,

  Thank you for bringing your concern to our attention.  We are sorry you are disappointed with your **** and can understand your question.  Our records indicate you have not been seen in this particular clinic by this provider in three years. The **************************** (AMA) defines a "new" patient as not having face to face services rendered by physician or other qualified health professional within the past three years. Therefore, the codes billed were appropriate.  We cannot honor your request to reduce our fees.

  If you have any additional questions or concerns, I will be happy to discuss this by phone. You may reach me at ************.

  *******

  Coding and Billing Analyst

  Compliance Dept

   

   

   

  Customer response

  02/24/2022

   
  Complaint: 16695799
  
  I am rejecting this response because:

  In response to your message, my point is thisYour charge of $511.00 for a new patient, moderate complexity is unreasonable and quite excessive.  I dont think this charge is usual or customary, since Ive spoken to a couple of different billing departments with other Oregon Clinics who dont charge nearly that amount.  I have also done some digging into average Blue Book charges for new patients, moderate complexity under specialty type Dermatologywith similar finds at less than half of your charge.  What exactly am I paying for?  
  Since I havent been to your office in more than three years, why wasnt this $511.00 charge disclosed to me in advance?  When I called to make the appointment last November, I spoke to a live person who mentioned nothing of the sort.  So why wasnt this brought to my attention while I was making the appointment?  Had it been, I might have decided not to continue and try another dermatology clinic. office.  I simply wasnt given the opportunity to make an informed decision.  If you brought your car in for service and/or repairs and I didnt give you an estimate, would you do business with me?  Or, if I neglected to tell you the cost of service and/or repairs until afterwards?  I ask you would you pay me?  If not, then you wouldnt be getting your car back, leaving you to feel trapped and violated.  I am not disagreeing with the *** definition(s) or the billing codes.  I am disagreeing with the excessive and inflated amount I am being charged.
  I have already voiced my concerns to two different people (two different calls made) at your office and fail to see the point in speaking with you.  No offense to you directly since these charges were not invented by you.

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

  Business response

  03/01/2022

  ********************,

  Thank you for clarifying your complaint.  We understood you to say that you did not value the service provided to be worth our fee, you found it excessive.  You believe we should have disclosed our fee prior to providing the service. We stand by our fees and believe they represent the value, expertise, and care we offer and provide. We currently do not publicly post our fees, but do provide them upon request.

  Healthcare payment model is different from other industries. Our fees do not necessarily represent an individual's out of pocket cost for the service. This will vary depending on the type of insurance plan and benefits provided by the plan. Even though our fee remains consistent, the cost to patient will vary. For some plans, the same service will be a fixed co-payment ($10, $25, $35, etc.), others will pay a certain percentage, most common 20 or 30% of the insurance discounted rate, and still other will pay 100% of the insurance discounted rate to satisfy a deductible.

  Please feel free to request our fees and ask your clinic if the can assist you with getting an insurance benefit check for any future visits to help you budget for your healthcare cost.

  Best regards,

  Compliance Department

  
  

  
  

  Customer response

  03/09/2022

   
  Complaint: 16695799
  
  I am rejecting this response because:
  

  In response to your second message, you are not even offering an apology or a heartfelt Were sorry you feel this way, and perhaps maybe we should have mentioned that since you are a new patient that you will incur this $511.00 new patient charge.  You then go on to say some canned reply by stating that We stand by our fees when in fact you are standing behind the health care system as a cop out.  Again, you never gave me the opportunity to make a decision for myself.  You just sent me a **** and said here, pay this.  I think you should have told me this up front.

  Sincerely,
  

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

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted OC due to abdominal pain. I was unsure if I should see Urology or my PC, they told me Urology and I needed to come in for an exam. I went in and did not receive an exam, only two spit-balled solutions and an offer for prescription medication for a condition I didn't have. Doctor never performed an exam and only spent about 5 minutes with me. She misdiagnosed me and when I refused her unneeded prescription meds I was told to just take aspirin. Now I'm being billed about $400 for an "extended office visit" which I've tried to dispute but they won't facilitate it. About a week later I was in ER with a kidney stone. Had the doctor done an exam or asked some simple questions regarding medical history she'd have known her diagnosis was wrong and I may have avoided about $4500 in additional ER expenses. OC scams people with "office visit" ******** saying "you need to come in for an exam" and then doing nothing for the patient but billing them $100's.

  Business response

  08/24/2021

  Good afternoon, ********************,

  Our apologies for the delay in not responding to your concern sooner. It seems that BBB had outdated contact information for The Oregon Clinic. We have remedied that and now have full access to your concern.

  Thank you for taking the time to express your concerns. We were disappointed to learn that you were not satisfied with your visit. We have reviewed the medical care and found it to be appropriate. If you wish to discuss further, you may reach out to *******************, Director of Operations, at ************. She would be happy to answer any further questions or concerns you may have. 

  Kindest regards,

   *********************************

   

   

*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. ↩