Complaints

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:10/04/2024

  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.

  My wife and I had been patients of this doctor for about 2.5 years and had previously been happy with the doctor in question, however, we had too many issues with the office staff billing our Medicare Supplement Insurance for visits on dates that had never happened. I had questioned these multiple billings with the desk staff that we were familiar with and never got any form of answer. Our Medicare Supplement Insurance has a Contract with this office that states No Co payment for routine visits. However, we had previously had the office demand payment of $134.90 on May 21, 2024 for what they claimed were unpaid visits by the Insurance Co. We paid and then went to the Insurance Co who showed us proof of a timely payment, yet the Lakeview Office had collected funds also from us. On August 21, 2024 we reported for what was to be another "routine" visit for us both but when we tried to check in we were denied access and told we had to pre-pay for services. Upon questioning what was happening, we were confronted by a very hostile lady yelling that we had to pay up-front because The Insurance Company does Not Pay them enough! Somehow were were supposed to know that Lakeview didn't want to abide by the Contract they had knowingly signed and somehow this was our fault. When I tried to explain that "we didn't care how it all works and all we know is that We pay Insurance and They pay the doctor, the office manager who turned out to be the doctor's wife screamed that we would have to find another doctor and we would have to get our prescriptions from the Hospital ER. As it is now, we have found care elsewhere, but the Lakeview Internal Medicine office owes us for visits paid out of pocket while they also accepted payment from the Insurance Co. Our Insurance investigated and sent us a letter stating that they have re-educated Lakeview and Lakeview has agreed not to charge a copay per their contract. We still wait for return of the $134.90 we paid.

  Business Response

  Date: 10/17/2024

  To Better Business Bureau/Cindy R******

  Thank you for bringing this matter to our attention.  We value our relationship with the Better Business Bureau and take all feedback seriously.
  

  We would like to clarify the situation regarding *** ***********  During our interactions ,our staff experienced verbal abuse that made it difficult to continue the conversation productively.  Despite our efforts to explain the insurance issues related to specific dates of service, the conversation became unmanageable.

  We understand the frustration that can arise from billing issues, and to demonstrate our commitment to patient satisfaction, we have decided to reimburse the patient for the service rendered, even though we did not receive payment from the insurance provider BCBS of SC Medicare Advantage.

  We are committed to improving our communication and service to prevent similar situations in the future.  Thank you for your understanding, and we appreciate the opportunity to resolve this matter.

  Sincerely,
  
  D. F********* 

  Lakeview Internal Medicine