ComplaintsforOrthopedic & Fracture Clinic PC

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was on a payment plan with them, and due to the fact that my wife's job was having trouble meeting payroll for a short period, I went on the InstaMed website (their payment portal) to see what I could do about it. They had an option to skip payments, so I did that twice. There was no warning of any sort that that would result in a $35 finance charge, so I don't believe they have any right to charge me that.

  Business response

  02/10/2023

  Information regarding the finance charge is listed in the financial agreement/document that patients sign at the time of initial patient intake. However, we will refund the $35 finance charge as a one time courtesy for this individual.

  Customer response

  02/12/2023

   
  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

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business medical billing site has ****** ads tracking. --- This is social media/ad tracking on a site that acquires both the client's private medical information, AND the client's private banking information. Any kind of tracking on this kind of site is unethical. --- Orthopedic and Fracture Specialists (O and FS) uses, for online **** pay, uses ******** Corporate O?ces at ********************************************************************************************************************************. I am in correspondence with them about this. My call to CEO *********************** led to emailing the screenshots to ***********************, who has passed them on to the IT department. --- I have informed my insurance and the **** (******** never responded to my emails.) I have screenshots of my browser blocking ****** ad tracking. My blocking the ****** ad trackers caused the site not to load. --- I have not paid the **** using either their tracked online pay, or reading a credit card number over a cell phone, which is a radio broadcast. I have listened to cell phone calls over radio, so I know by experience that it can be done. --- I want to pay my **** online, in an easy form, that does not violate my privacy. I do not want a site that acquires both my MEDICAL and BANKING information to allow ****** Ads to track me. I refuse to read my card number over an 800/1900 MHz radio cell phone. --- I have been contacting O and FS over a month about a secure, untracked way to pay my ****. It has added two (so far) $35 finance charges to a **** that I have not paid with ****** tracking me. --- These are unethical finance charges caused by my being blocked by unethical ****** ad tracking on my **** paying site. --- I would pay the original ****. However, an ethical business would waive my **** due to the hassle caused me by their unethical online billing method. --- This is no longer a one-off occurrence. It is something that deserves federal-level investigation and legislation. And enforcement.

  Business response

  08/22/2022

  Hello:

   

  I'm writing in response to this complaint that was issued back in July.  Unfortunately, the information on file is extremely old and did not reach us until a call initiated a response needed on 8/19.  On file, you have ***************** listed who has not been here for over 10 years.  My email address of ************************** has not been used for the past 5 years.

   

  If you could please update the contacts to: ******************** Patient Experience Manager/Community Relations Manager) and use ********************** as a back up that would appropriately update our files.

   

  In this situation, our Revenue Cycle Manager (***********************) as she tried to reach out and left a voice message on 8/19/22.

  This issue has been resolved with the patient and ****** can comment further.

   

  *********************, COO

  Orthopedic & Fracture Specialists
  

   

  Customer response

  08/24/2022

   
  Complaint: 17601094
  
  I am rejecting this response because:

   

  The issue has not been resolved. The letter did not address it, and *********************** has "passed it on to the IT department" when we spoke, and that is the unresolved, hanging end of it.

   

  I paid the bill by paper check. That absolutely does not "resolve" the issue. The issue, as I clearly and articulately stated and supported with attached screenshots, is that O and FS' online Instamed billing has ****** ads tracking, does not load when the trackers are blocked, and violates the privacy in a combined medical and banking ("medical billing) setting.

   

  It is STILL UNresolved; it STILL has ****** ads tracking' it STILL fails to load when the trackers are blocked; and it STILL violates privacy in a combined medical and banking setting ("medical billing").

   

  In conclusion: it is egregiously UNresolved.
  

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

  Business response

  09/07/2022

  Hello,

   

  We have an open ticket with Instamed regarding this complaint and the case is open. We are currently awaiting their response.

  Orthopedic + Fracture Specialists have reached out to the patient via phone on multiple occasions. We are not requiring our patients to pay their bills online via Instamed. We do accept payment over the phone, via mail, or in person as well. 

  Please feel free to reach out to us if you would like any further clarification.

   

  Thank you,

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

  Patient Experience Manager

  Orthopedic + Fracture Specialists

*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. ↩