ComplaintsforSellwood Medical Clinic

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I received an email from Sellwood saying that they would be billing my card on file for $125 with no prior communication. They filed the claim for my office visit with the (previous) wrong insurance and waited for over a year to say something. My visit was Jan 5th 2023. They sent me an email yesterday Feb 27th 2024. I tried calling the clinic which gives a voicemail saying the billing department checks emails twice a week and advised me to use the patient portal. They kicked me out of the patient portal when my primary care Dr. left the clinic. They also sent me communication that they did not have the capacity to keep me on as a patient. I was not upset because they are kind of terrible. Now they are sending me a bill over a year later. I don't think insurance companies pay on claims that are over a year old. I do not want to be charge because they are incompetent. I have never had a lapse in insurance coverage. They don't even let you see the Dr. without verifying insurance benefits. I understand that mistakes are made, this could have been very easily handled with a phone call or an email.

  Business response

  02/29/2024

  Dear ******************,
  We apologize for the frustration this balance has caused you. We billed the insurance that was on file at the time of the visit. The insurance paid the claim and then later did a takeback because they were not active at the time of service. We did not have any other insurance to bill. In this situation, the balance goes to the patient. Your card was on file from when you were a patient with us. Our automated system sends a notice that a payment will be taken from the card. The billing line voice mails do get checked and there is always the option of connecting to the front desk for immediate assistance. We do wish we could have spoken to you about this balance. There is still time to bill the correct insurance for this visit if we receive the information for your current insurance soon.  We look forward to hearing from you. 
  
  

  Customer response

  03/01/2024

   
  Complaint: 21359349
  
  I am rejecting this response because: There was no action taken for a year. Still no accountability for not following up, no letter, no email. no phone call. I had to provide my updated insurance before I could book an appointment.

  You wish that I had contacted you first? I also "wish" you had given me the same courtesy of contacting me before sending me a bill a year later. if something like this had happened in my business I would have immediately contacted the the customer. The level of entitlement is comical. Instead, I get to hear how disappointed you are that I did not reach out? This is the trend with the staff at that clinic. If your collection efforts are to follow up with a customer to let them know that you are billing their card a year later, there is nothing more that I can say that will be effective. I called your office (3.1.24 at 10:04 am) and provided my updated insurance again. The person who answered the phone took a while and explained that she was helping fill in and it's not her normal job. She was also checking people in, during the process of my phone call (instead of letting them know that she would be with them in a moment). This is how miscommunication happens. I would like confirmation that my insurance info was received. 

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

  Customer response

  03/05/2024

  Sellwood still attempted to charge my credit card. I locked it on my end so the charge would not go through, but just wanted to show, no action was taken. 

  Customer response

  03/25/2024

   

  Please see message below that was sent on March 1st. I don't think my complaint was even reviewed by Sellwood. I feel like it's just a blanket response to stall. I even asked in my message below that they confirm receipt. 25 days later they ask for my insurance again? This is beyond frustrating. I am unable to post my personal information on the BBB, but what is the resolution here? There still has been zero attempt to contact me. I honesty do not know what else to do here. Please see attached phone. 

   

  
  Complaint: 21359349
  
  I am rejecting this response because: There was no action taken for a year. Still no accountability for not following up, no letter, no email. no phone call. I had to provide my updated insurance before I could book an appointment.
  You wish that I had contacted you first? I also "wish" you had given me the same courtesy of contacting me before sending me a bill a year later. if something like this had happened in my business I would have immediately contacted the the customer. The level of entitlement is comical. Instead, I get to hear how disappointed you are that I did not reach out? This is the trend with the staff at that clinic. If your collection efforts are to follow up with a customer to let them know that you are billing their card a year later, there is nothing more that I can say that will be effective. I called your office (3.1.24 at 10:04 am) and provided my updated insurance again. The person who answered the phone took a while and explained that she was helping fill in and it's not her normal job. She was also checking people in, during the process of my phone call (instead of letting them know that she would be with them in a moment). This is how miscommunication happens. I would like confirmation that my insurance info was received. ease see message that was sent on March 1st. I don't think my complaint was even reviewed by Sellwood. I feel like it's just a blanket response to stall. 

  Customer response

  03/26/2024

  Please see attached insurance card. 

   

  Thanks,

   

  ************;

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