Business Profile

Orthopedic Surgeon

Rothman Orthopaedic Institute

Headquarters

Complaints

This profile includes complaints for Rothman Orthopaedic Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

42 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:10/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a 73 yo retiree and have asked The Rothman group on three occasions why I was being charged $602.00 for something which should have been charged to my ******** and or my FEP BC/BS accounts.
Business Response
Date: 11/09/2023
We apologize for your experience and have reported your concerns to our billing office. Our team will contact you directly to discuss.
Initial Complaint
Date:09/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The cause of this dispute originated from a service provided on 5/25/2023 which was an X-Ray Exam of Ankle with a Billed Fee of $201.00 per most recent account ledger (Acc# *****) provided on 9-22-2023 at 9:31am from [email protected]. Before the time of service, I had already met my deductible with my insurance prior so I expected no charge to my account at Rothman. To my surprise, I was subsequently billed $201.00 with notifications coming via email on 8-2-2023 and via mail on 8-9-2023. After receiving the notice on August 2nd I contacted Rothman Ortho to find a solution and was directed to contact my insurance company (**** *************), which I did. While on the call, my **** representative contacted Rothman Ortho to discuss the charge and after an over 1 hour call Rothman Ortho indicated to **** ************* that I should disregard the bill sent to me as it was a mistake on their end. I logged this call with notes via email at 4:02pm after the call was complete. **** also provided the following response via secure email "Thank you for your inquiry! I do understand getting this taken care of is very important. I did review the claim from 05/25/2023 from Rothman Orthopaedics Of Florida and this claim is leaving you responsible for $0. If the provider would like to confirm this with us, they can reach out to the provider service line. That provider should not be billing you any additional amounts for this date of service...". I have routinely checked my latest statements from Rothman since then and there is still a balance of $201.00 indicated due to me. I reached out to Rothman today (9-22-2023) to inquire about the balance on my account and the representative indicated a claim was pending and there was $0 due on my account however when I requested and received the account ledger there is still a balance indicated of $201.00. The ledger also indicates a refund of $85.61 was issued on August 2, 2023 which I have not received.
Business Response
Date: 10/05/2023
Thank you for providing this detail. We have reported this to our Billing Manager to address. Our team will reach out to you directly to discuss.
Customer Answer
Date: 10/10/2023
As of today (10-10-2023 12:29PM) Rothman Orthopaedics has not reached out. Attached is the emailed account ledger referenced in the complaint from [email protected], which seems to have been left off the original submission.
Customer Answer
Date: 10/12/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: As of 12:16 PM October 12, 2023 Rothman Orthopaedics has not reached out or made any effort in direct communication to remedy this complaint.

Regards,

****** ******
Business Response
Date: 10/30/2023
Our team has followed up with this patient since that last update on his end. All should be rectified at this point. Thank you!
Customer Answer
Date: 11/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: There have been no changes to the current status of my account (as indicated on attached latest statement printed today 11-15-2023 for the online portal) or explanation of refund status. On 10/24/2023 3:59PM Eastern I spoke to an Associate Director, Marie (spelling might differ), via direct line. Marie indicated that she had checked the account and updated the balance to $0 and that once she was done printing she would send the account ledger verifying the $0 balance to my email. I asked if she could send it while we were on the call but she said she would sent it that Friday (10-27-2023). The conversation then switched to the refund where she indicated she had to check with the technical team in order to process the refund as she wasn't able to do it a that moment. She indicated this would also be done by Friday 10-27-2023. There has been radio silence since 10-24-2023.
Regards,

****** ******
Business Response
Date: 12/05/2023
I have made our Billing Manager aware of your most recent message. They will contact you directly to review.
Customer Answer
Date: 12/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: Billing manager has not reached out as of 12-15-2023. From 12-16-2023 to 12-29-2023, I will be available by email only at **********@*****.com. All details, statements and final conclusions can be sent to my email.

Regards,

****** ******
Initial Complaint
Date:07/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are beyond frustrated with Rothman and billing. We are being billed for $1,086 because we provided the wrong insurance card and have called multiple times, sent inquires, updated it on the bill and mailed it back, and sent emails and we still are received the errant bill.
Business Response
Date: 08/10/2023
We sincerely apologize for your frustration. We have reported your complaint to our Billing Manager who will address this immediately. In the meantime, if you wish to reach out to us directly, please email us at [email protected].
Initial Complaint
Date:07/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April I received a surgery for a broken right clavicle. At that time I paid money for the surgery. Later, I was told by my insurance I overpaid. I have been trying to get into contact with Rothman Orthopedic billing department but I am always put on hold for hours and the billing department does not pick up my call. I can’t get my money back or understand if I even deserve my money back because Rothman Orthopedic billing does not pick up the phone. I have been put on hold by customer representatives with Rothman for hours multiple times on different dates and days of the week. I want to get in contact with Rothman billing department! This is absolutely ridiculous that your billing department can send out bills and demand payment but not be able to pick up the phone. It’s disgraceful.
Business Response
Date: 08/07/2023
We sincerely apologize for your frustration. We have reported your comments to our Billing Manager to look into and address immediately. In the meantime, if you wish to contact us, please do so at [email protected].
Sincerely,
Rothman Orthopaedics
Initial Complaint
Date:07/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a letter from the rothman institute back in 9/15/21. About unclaimed property. Check amount is $50.00. Chk date 7/17/17. Acct#*******. I wrote them back on 9/24/21 stating that i have not received payment and i would like a replacement chk. The state of NJ wrote me a letter on 2/10/23 and stated that they are unable to find this in there files. Claim#**********. They told me to go back to the same company that wrote me the letter. I had contacted again the rothman with many phone calls and emails for at least a year with no response. I finally got a supervisors name ***** told me that the checks are delayed, will be going out shortly. The supervisor name is *********************************. phone#************. email is ************************************************** I was in contact with him back in March 2023. Was back and forth by phone and emails. I received an email back in 3/23 that the chks will go out shortly. My final email was 5/23 saying there has been a delay but i will be receiving soon. It is now 7/8/23 and no check. I have called him many times and emailed him many times with no response. I am very aggravated, frustrated and mad. The common decent thing to do is to tell me what happened and why i did not get this check. He is totally ignoring me. I would appreciate it to see if you can find out for me what happened to my check and why i have gotten no response from the supervisor *******. Thank you in advance. Whatever you find out i would appreciate. Your cooperation is much appreciated. ****************
Business Response
Date: 07/15/2023
Please contact us at *************************************** so we can address your concerns directly. We have reported your comments to our Billing Manager.
Customer Answer
Date: 07/17/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:I have spoken to the supervisor and have called many times and emailed many times with no response. I was ignored.I do not think that emailing them and explaining my situation again will help. They should call me and reach out to me. I have waited long enough. I want my $50.00 check that is due me.I am tired of this whole situation.

Regards,

***************
Business Response
Date: 08/14/2023
Please let us know if you have received your check and if you need further assistance. You can reach us directly at [email protected].
Customer Answer
Date: 08/25/2023
I would like to know since July 15, 2023, if there has been a response. If not I would like to know if i could write to rothman at the email address they gave me to find out what happened to my $50.00 chk. As of 8/25/23 i have not received a response or my chk. Thank you. Case#********. ****************
Customer Answer
Date: 08/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I have not received my check yet. It has been almost 2 yrs of ongoing emails and phone calls.I received the letter from rothman back in 2021.The check amt.is for $50.00. I would just like the money that is owed me.

Regards,

***************
Customer Answer
Date: 09/17/2023
As answers to your questions. No, I have not received a check from rothman. No. The complaint has not been resolved. As of 9/17/23.
Customer Answer
Date: 10/08/2023
I wanted to inform you that on saturday October 7,2023, i received my chk for 50.00! Thank you so much for all your help in this matter. It was very much appreciated. Sincerely, ****************.
Business Response
Date: 10/30/2023
I have confirmed with this patient that all has been resolved.
Initial Complaint
Date:06/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a bill from Rothman Orthopaedic a few months back. After numerous days of trying to reach them they finally called me back. I explained to them that my health insurance covers me completely. Rothman said they would take care of the issue and I would no longer have an outstanding balance. However, on June 7 they sent me an Email saying that I still owed them $20.87! I have tried to reach them repeatedly since June 7 without any success. When I called them numerous times last week their phone system would inform you that they were to busy to speak with you and just cut the call off! Unfortunately, this is a unprofessional medical practice that is unable to take care of their patients billing correctly. I want this issue resolved once and for all! I owe them nothing!
Business Response
Date: 06/26/2023
Please contact us at [email protected] so we can address your concerns directly and see to it that this is resolved ASAP.
Sincerely,
Rothman Orthopaedics
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had surgery performed by Rothman Orthopedics because of the surgery. I was out on short-term disability for quite a while. I had forms that needed to be filled out for my short term. Disability carrier, and a specific letter was required with my limitations. Rothman Orthopedics never sent the required information to my short term disability carrier and right now I am out $8000 and I have been living on credit cards while three or four times a week. I have been calling Rothman begging them to get the information to me. I got a call today stating that they will not give me a letter with the box chat saying patient has limitations and they wont give me a reason why again I am out $8000 and they know this and they have never told me up till now that they will not put in writing what they have been telling me all along are my limitations (rotator cuff surgery) and I had a lot of them so my complaint is about me getting the $8000 back and to do that I need them to fill out the letter properly as they are bound to fill out my short-term disability paperwork correctly so that I can send it and get what I need
Business Response
Date: 06/01/2023
Thank you for giving us the opportunity to respond to the complaint submitted by ************************************************* had surgery on 1/26/23 and at the time was given a note to be out of work completely for 3 months, this was at her request as well as clinically appropriate. **************** has recently reached out and requested that the original note she was given be changed to say that she could have worked during that timeframe with limited work restrictions. Our staff cannot alter the original note that was put in place. There were no specific restrictions listed for **************** at that time because she was put completely out of work. Despite clearly expressing this to ****************, she persisted in trying to persuade our office to alter the original note which we are unable to ethically do. Our team has offered to give **************** a note that now clears her to return to work currently, but again it is not appropriate to alter the original note that she was given.
Initial Complaint
Date:05/19/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was seen in October of 2022 by a Rothman physician through my job as I am a physician myself. After the services I received multiple bills for services rendered, which were paid. I recently received a phone call from a service demanding my personal information over the phone for a bill, which I never received, that had been sent to collections in the amount of $75. $75 will ruin my credit? No one reached out, no notices were sent in the mail just straight to collections from a company whose physicians we have a collegial relationship with and to whom we refer patients? I reached out to the billing line to remedy the situation. The hold times are in excess of 55-75 min at which point they offer to hold your place in line with no return phone call. I placed a billing inquiry online and have gotten no response. I paid this bill when I got this strange phone call, please see the attached receipt. I am now in receipt of a bill via USPS from a collections agency now demanding the same $75. Sill no return call or correspondence from Rothman. What kind of way is this to do business?
Business Response
Date: 05/25/2023
Thank you for reaching out and giving us the opportunity to respond to the complaint submitted by **. ********************************. There was an issue with ***************************** address in our system, so we were sending her statements but she was not getting them. We have had an extremely high call volume and are doing our best to answer all questions. Our Associate Director of Patient Financial Services reached directly out to ************************* today and spoke directly with her and cleared everything up.
Initial Complaint
Date:05/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a letter from the Rothman Orthopedic in May of 2022 that I overpaid a bill in the amount of $819.07. As requested, I signed and sent back the letter to them to an address in London, KY, to the attention of "Unclaimed Property Processing Center." After speaking to Rothman in July of 2022 I was informed it would take about 6 months to receive reimbursement. It has been 10 months and no check. I called Rothman again on May 17, 2023 and they said to contact the email address given which is [email protected] There has never been a response from that email address and the Rothman offices will not help. Can you?
Business Response
Date: 05/23/2023
Thank you for reaching out and giving us the opportunity to respond to the complaint submitted by ********************************** This refund that is owed to **************** is a ***** refund. The process is that we do audits of account and see if there is any money that is owed to our patients. Once we have the list compiled, we send it to a third party company that gets everything together and gets it ready for refunds to be processed. The entire process takes approximately one year at times. We are in the process right now of sending out the checks and **************** should have this in hand soon. We appreciate her understanding in the process and if she has any other concerns she can reach back out to our billing department.
Customer Answer
Date: 06/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me but not in total. As of 6/6/23 no refund check has been received. Also, they state that if there is further questions or concerns to contact their billing department. This is false. I have contacted them on two occasions over the past 7 months and they say they cannot help me and to contact the third party in KY, which is impossible. There is no phone number for the third party organization and the email provided by Rothman is hit or miss regarding a response.

Regards,

*****************************
Initial Complaint
Date:04/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a surgery on 2/10/2023. Prior to the surgery they called me and told me I need to make a payment first. They told me I need to pay $2,690.22, that amount is what they got after talking to my insurance company and will apply towards my deductible. So I paid that amount. After the surgery I received a bill from the hospital that is over $3,100. That does not make sense because my annual deductible is $3,500. After calling my insurance company I found out my payment of $2,690.22 was never communicated with my insurance company so it didn't apply to my deductible amount. I called the billing department of Rothman Orthopaedic they said the payment is still processing, it will take 45 days. But now is already over 45 days from the time I made the payment. Every time I try to reach to the billing department the hold time is very long.
Business Response
Date: 04/05/2023
Thank you for contacting our organization and giving us the opportunity to respond to the complaint submitted by **************. The Surgery Center that ************** had his procedure done at processed their bill before Rothman's bill was processed, which applied towards the deductible. This happens from time to time with surgeries. In this situation we will do is refund the patient the payment that they made to us so they can pay the facility. Once the bill is finalized we will then send a new invoice. Management from our billing department reached out to ************** yesterday and gave him this information, and got the process started to get the refund out to him. Please let us know if you need any more information.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Rothman Orthopaedic Institute is BBB Accredited.