Complaints

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Salem Clinic advertises as an *********** facility, but bills insurance as a Primary Doctor visit. This misleads their patients about what the costs will be and what their coverage will be through their insurance. I took my children to this facility, all signage and websites indicate this is an *********** facility. My insurance covers urgent care visits. However, when I got the bill I was charged as an out of network primary visit. My bill went from a minimal copay to over $1,000. After disputing this with the clinic they still want me to pay nearly $200. They mislead the public by labeling themselves an *********** clinic and provide no information that they will bill differently than that.

  Business response

  04/30/2024

  Thank you for sharing your concern. We are sorry to learn of your less than positive experience with your insurance coverage and larger than expected medical bill. For context, our urgent care clinics are embedded in our primary care practice sites. Our urgent care clinics are primarily accessed by patients with an inhouse primary care provider (PCP). For most patients, billing "office" as the place-of-service reduces the potential out-pf-pocket cost that they may experience for a visit for their acute need. All patients without an in-house PCP, are provided a notice regarding how the visit will be billed.

  Our business office would welcome your call to discuss options for how we may be able to help reduce your out-of-pocket responsibility for the care provided. Thank you, again, for sharing your concern. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I arrived at *********** Street location of Salem clinic on the morning of August 26, 2022. I had scheduled an appointment earlier that morning for a follow up mammography and ultrasound to determine if the lumps discovered during my annual mammography are cancerous. On the previous afternoon, I found myself experiencing a scratchy throat - and had gone in to the Clinic to get a Covid test. It was negative. On the morning of my appointment, I was 100% free of cold/allergy symptoms. During the Covid screening on the way in for my mammo - I told the triage nurse what happened the prior day. She refused to allow me entry for my cancer appointment, and turned me away from Salem Clinic. I reassured her that my test was negative, and that I had no symptoms, but to no avail.

  Business response

  09/01/2022

  Our screening staff were following national, state and internal Covid-19 screening guidelines, but could have sought leadership resources to devise a path to a safe visit for the complainant and imaging staff.  We have made contact with the complainant to apologize for the inconvenience and additional worry and to re-schedule her imaging studies at a future time of her convenience. 

  Customer response

  09/02/2022

   
  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,
  
  ***********************

*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. ↩