ComplaintsforPiedmont Reproductive Endocrinology Group, LLC

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to this clinic for a semen analysis, everything went good while I was in there. After I left I tried to log in to the patient portal to check my results and I could not because it said I was not in the system, I called them and they vaguely told me the results over the phone, and did not try to help me log in to the patient portal nor would they send me an emailed copy of the results. I tried calling again 5 minutes later to request my log in information to view the results for myself and they sent me to voicemail. My family also tried to call and they sent them all to voicemail as well. I looked up what time they closed today, Black Friday, and it says online they close at 12 pm, I was calling them around 10 am when they stopped answering. They never got back with me, I needed my test results urgently and now I don’t know if or when they will get back with me. This was a very unprofessional experience with this clinic, and they did not handle this well at all.

  Business response

  12/04/2023

  Dear ******,

  We apologize for any inconvenience or dissatisfaction you may have experienced during your recent visit.  At PREG, we strive to provide the highest level of care to all our patients, and we take patient feedback very seriously. We do apologize for your inability to reach out to our team to review your results and set up your portal access on 11/24. We would love the opportunity to earn back your trust.  If you are willing, please call our Chief Operating Officer directly at ************ to ensure that your concerns are addressed and the future care you receive is at the highest level. 

  Kind Regards,

  PREG Executive Team

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited PREG office in Greenville, SC with my husband for a consultation regarding my husband. Since we were both present together, we were both charged. Even though nothing was done for me, the visit was to talk to the doctor about possible options regarding my husband, they still charged me for a moderate complexity visit. I don't have any complexity at all. I was asked to pay $105 ($45 & $60 for me and my husband) that I paid at that time. Later both me and my husband gets a bill in the mail. The $60 that I paid for my husband was never applied towards his visit and he was billed $60. My insurance was billed for $225, of which I am supposed to pay $158 to PREG. I received a bill for $53 ($158-$105=$53). So it looks like we still owe them $53+$60. None of this was communicated during, before or after the visit. I would pay this amount if something was done for me but I was there to learn about treatment options for my husband, not me. I have already paid them $105 for both of us.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/01) */ Thank you for your feedback. Our financial counselors would have been happy to talk with you and your husband and answered any questions regarding your insurance, your balance or the charges. Our practice is different than most doctor's offices in that it takes both the male and the female to achieve a pregnancy. We must, therefore, establish both the husband and wife as patients as treatments from the husband's issue will result in procedures, medications and labs being performed on the wife AND the husband. It's the same situation when the fertility issue is caused by the female. We collected two payments because there are two patients in the couple. We collect the amounts based on information provided by the insurance carriers when benefits are verified. If there is a balance owed it may be that your deductible or out of pocket maximum hasn't been met, but as previously stated, our financial counselors will be happy to review your account if you will contact us directly. They may be reached at XXX-XXX-XXXX. Thank you, ***** ****** CEO PREG Consumer Response /* (3000, 7, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We waited for 30 minutes to be seen by a financial advisor and nobody showed up to talk to us or give us an approximate wait time. Me and my husband called the finance department several times and left several voice mails for more than a month but my call was never returned. I was finally able to speak to someone after my call went to another voice mail and I called the office receptionist again and explained them that my voice mail is never answered. She was able to get the financial advisor on the call (the same person who never answered my voice mail all this time) and she was not willing to make any adjustments to my account. I was told the same thing that they have to establish both of us as patients but they would rather lose their patients than to offer any adjustment in the bill. How would you expect us to come back as established patients when our first experience was met with unexpected bills? If the financial advisor had taken her time and explained all this during our visit, there would be no surprises but I guess she was too busy NOT answering any voice mails. Just being upfront with the clients about the bills would have helped greatly. How can this matter be resolved now? We were listed/billed for an hour visit but an hour was not spent with us in the doctor's office so I am asking for a discount on our bill because i was not seen for a high or moderate complexity visit but was billed for one. Business Response /* (4000, 9, 2021/10/05) */ I'm sorry that you were not able to meet with the financial counselor on your first visit. We have had a counselor out on medical leave and severely short staffed. I'm happy to adjust the remaining balance for you and your husband since you were not able to have your benefits explained, however, there cannot be any further financial discounts offered. I hope this helps. Sincerely, ***** ****** CEO PREG Consumer Response /* (2000, 11, 2021/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand and I am not asking for any future discounts. Can you please verify the remaining bill adjustment? Thanks

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