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:01/29/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  on November 14 2024 I was seen by my health care doctor for my yearly required WELLNESS VISIT. Yearly WELLNESS VISTS are FULLY PAID BY THE HEALTH INSURANCE PROVIDER. United Healthcare Medicare advantage. During my WELLNESS VISIT NOTHING NEW OR EXCEPTIONAL WAS PROFORMED BY MY DOCTOR! Summit Health billed me and my insurance for both a WELLNESS VISIT and a REGULAR VISIT. I did not have a REGULAR VISIT WITH MY DOCTOR I JUST HAD AN ANNUAL REQUIRED WELLNESS VISIT. They have been doing this to me every year for the past 3 years including the November 14 2024 WELLNESS VISIT. I have complained and fought them every year. A required yearly wellness visit is required by Medicare. Summit Health billing department adds billing codes to change the wellness visit from a wellness visit to an additional regular medical visit. I was never provided what is included in the regular medical visit and what is included or excluded in an annual WELLNESS VISIT. I have never seen any documentation at the Summit Health medical facility nor has it ever been provided to or offered to me. If there is a distinct difference then this should be fully explained to the patient. Summit Health states that the doctor performed medical information, advice etc, above the scope of the WELLNESS VISIT! They even stated that when I requested my doctor to renew my prescriptions that this was above the WELLNESS VISIT. When my doctor asks me questions during a WELLNESS VISIT or points out health issues how is this outside of the scope of a WELLNESS VISIT!!! What is included in a WELLNESS VISIT and WHAT IS NOT? Summit Health is double billing me and my medical insurance company. I demand the illegal COPAY be removed from my account. I demand they correct their billing to me and my health insurance company removing the regular medical visit and only bill for the WELLNESS VISIT

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Retired Internist, seen 10/29/24 as a new pt. Was billed twice, once for the new patient visit ( which Medicare covered) and for a wellness visit the same day. Tried to discuss with the Summit Medical billing office, and only received nonsensical replies.

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Summit puts the amount paid for service where they want wich makes it unclear as to what service you are paying for ..That makes it very hard to track.. for instance I paid a co pay at office..then had a ct scan later. to be billed for after insurance they took my co pay and applied it to the ct payment then saying i owe the co pay . many times this has been very hard to resolve..and their bill department is very rude

• Initial Complaint

  Date:08/28/2024

  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.

  I went for a referral that was the only reason I got the appointment. I did not get blood work no testing All I did was answer several questions. I'm being billed for an annual health evaluation/physical. The doctor didn't do anything she did not look in my ear, my eyes or down my throat. The only thing done was she took my blood pressure twice that was the extent of the visit. I did not ask for Depression screen a simple request for a referral was over $600. Almost $300 was billed to my insurance. I never once asked for any examination I simply asked for a referral.

  Business Response

  Date: 09/12/2024

  To Whom It May Concern,
  
  The patient was seen by our provider on July 1, 2024, for a scheduled annual exam and to establish care. During the visit, an acute medical issue was also addressed, necessitating the billing of an office visit in addition to the annual exam. The visit was submitted to the patient's insurance for processing. The insurance covered the annual exam and depression screening in full; however, the office visit was applied toward the patient’s deductible. A referral to a specialist for continued care was also made during this appointment.
  
  The patient contacted us with concerns regarding the billing. After a thorough review by our Compliance Department, we determined that the documentation supported the charges for the visit. Nevertheless, our provider has decided to waive the charges for the visit to ensure a satisfactory resolution.
  
  At Summit Medical Group, it is our privilege to partner with our patients in delivering exceptional care.
  
  Thank you,  
  Summit Medical Group

  Customer Answer

  Date: 09/20/2024

  The problem is that they charged the insurance for something that they did not do. I did not get a annual health evaluation. I was not examined the doctor only checked my blood pressure that was all she did.

• Initial Complaint

  Date:04/10/2024

  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.

  I was *** for missing an appointment (work related). I called with in 24 hrs to rescheduled The appointment was moved to the following Tues and I was able to make it. Why is it ok for the Dr to cancel due to vacations, or take 3 months to fill out 2 pages of paper required by the Military.

  Business Response

  Date: 04/26/2024

  To Whom It May Concern,
  
  We write to address a recurring issue regarding appointment attendance. Since January 12, 2022, there have been a total of 8 instances where appointments were missed without prior notice. Regrettably, this is not an isolated incident for this patient.
  
  A notable occurrence transpired on March 25, 2024, at 8:45 am, where attempts to reschedule the missed appointment were made unsuccessfully. Despite our office reaching out twice, there was no response. Subsequently, the patient contacted us on March 28, 2024, to reschedule the missed appointment, which was then set for April 1, 2024, again at 8:45 am.
  
  Over the years, we have had to implement a no-show fee policy due to this persistent issue. Notably, such fees were applied on October 4, 2022, October 12, 2022, October 26, 2023, and most recently on March 25, 2024. This repeated behavior not only disrupts our scheduling but also deprives other patients of timely access to necessary care.
  
  We kindly urge all patients to honor their scheduled appointments or provide timely notice if rescheduling is necessary. Doing so ensures equitable access to care for all patients.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Summit Medical Group

  Customer Answer

  Date: 05/06/2024

  I fully acknowledge the historical context, and it's important to note that you've already received compensation. However, what troubles me is that I did make a concerted effort to reschedule within the 24-hour window. If my appointment history is available, I kindly request that all the dates where appointments were successfully honored be highlighted. My concern doesn't lie with SMG or the administrative process; rather, I felt a sense of disconnection because Brian didn't personally engage with me to address the issue. It seemed more like a mere transaction. Additionally, the two missed appointments in October 2022 were due to the diagnosis of my wife with Stage 2 Cancer in September 2022.  

• Initial Complaint

  Date:11/04/2022

  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.

  A routine mammogram was billing as diagnostic instead of preventive. They charged me over $800. I've already paid over $600. They told me my insurance company didn't cover mammograms when it does. I called my insurance company and they said they billed me as diagnostic when I have no symptoms that would have led them to believe that. I believe they billed it that was to collect more money which is wrong.I need them to bill my insurance for preventative routine mammogram and refund me all that I paid for their medical billing code mistake.

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/08) */ We have recoded the 2d and 3d mammogram as screening and are in process of filing corrected claim. The US will remain as is, as we are unable to file that particular imaging as screening. We apologize for any inconvenience experienced. Hope you have a great day!

• Initial Complaint

  Date:09/01/2022

  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 have been a patient at Summit Medical for 12 years. For the last year or so, I have been in a constant billing dispute with them. Payments made to my account have taken months to post, and then I have been asked to provide proof of payment. I receive constant "reminders" about my account via phone and email. Because I am on Social Security I sometimes have to break payments into installments. I have always told them exactly when payments would be made and have given them the bank confirmation information. About two weeks ago I received an alert and notification that my credit score had dropped 20 points due to Healthcare Receivables reporting unpaid medical bills. This is a part of Summit Health. Only problem was those items had been paid or set for payment. I have spent hours cross checking my statements and Medicare Summary Notices and doing spreadsheets to be sure that I haven't overlooked anything. I have spent hours on the phone with them. I have been told that unless I pay by credit card through their portal (which is not legally required) or authorize Summit to automatically withdraw funds from my bank account (also not legally required) that my charges will automatically go to collection. It often takes 60 days to be billed for service in the first place. Earlier today I received a call from their collection agency that my payments to Summit had been "applied to another account" and that the only way to clear the charges would be to pay them AGAIN to the collection agency. I had to give up my insulin for a month to pay these charges in the first place, so paying the same charges twice is NOT GOING TO HAPPEN. I have worried over this and have been harassed over this to the point that it is affecting my health. I have accounted for every penny that I owe them and have given them detailed information and bank confirmation information as to future payments. I have also been charged for services that were covered 100% by Medicare.

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/06) */ We have spoken with Ms. **** on multiple occasions, in regards to her remaining balance due. The remaining balance due has been confirmed to be correct in all instances. All payments have been accounted for and posted in a timely fashion. We appreciate her payments made and future payments scheduled, however, a formal pay plan must be established to prevent balances from aging. She has declined to do so at every opportunity given. As mentioned in all of our conversations, we are more than willing to work with her, but setting a formal pay plan is imperative to preventing this easily avoidable situation.

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 would like patient rights reviewed and upheld. Patient's should be informed about payment options prior to visit, regardless of which member of the office they are speaking to and personal information should not be used against the patient. Also, a patient should never be discharged due to being upset and asking how to file a complaint.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/07/21) */ Patient called to get a refill for medication. This medication requires a routine appointment, patient was upset but scheduled a telehealth appointment on 7/18. When scheduling the nurse explained to the patient she would be responsible for paying for visit up front as she has no insurance. Patient asked nurse what the cost would be, the nurse quoted the price with noting that if any additional testing were done the price would increase. The day of the appointment, the nurse explained to the patient that she was going to transfer her to someone that would take her payment information. This made the patient very upset. Patient was transferred to Office Manager. Patient stated, " Well this is how it's going to work; I'm going to be seen today to get my medicine and I don't care what needs to be done but I'm not paying for this visit today". Office Manager explained that she currently has a past due balance and that she would need to take care of today's charges today, she would be given a discount. Patient began arguing with the Manager; Manager calls Corporate Office to confirm policy. They agree that the patient is expected today. Patient began yelling and calling the manager an idiot and being disrespectful. At this time, the Office Manager explained to the patient that this is the policy. Patient continued to yell on phone; Office Manager explained that the patient would be dismissed from practice and ended call. Patient was dismissed due to her behavior toward staff. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I am not accepting this response is due to the fact that this is not at all what happened. I called to get a refill on a medication on a Friday. The nurse called me back and told me that I would have to be seen for the appt, I then told her that I do not currently have insurance due to switching jobs. The nurse then said I would be eligible for a self pay price and offered that of $110. She never stated anything about making a payment at the time of service and NEVER said it was to be paid up front. We agreed to a telehealth appt with the provider. When the nurse called me on Monday for my scheduled appt, she verified my info and then sAid she was going to xfer me to the front desk person to take my payment, I then asked if I would be able to make just part of the payment as I had never been self pay before and didn't know. The nurse then said she was unsure and xfered me. When the person picked up the phone, she just said here name. I knew she wasn't the front desk person so, I said to her that I was suppose to be talking to someone about the payment for my visit. She then began stating that it is typically due at the time of service and that I should know that and everyone knows that. I then explained that I have never in my life been self pay, so, no I didn't know that. She then said she would call me back in 5 mins. I called the office 15-20 mins later and the lady I spoke to previous got back on the phone and told me she spoke with Central office and they said yes, the payment is due at the time of service, and went into that i had a balance, I offered to call and pay or set up payments, and then proceeded to ask what my appt was for. I told her the reason for the appt and that I needed to be seen. She then stated that where I work, I should know that people have to pay at the time of service or they would not be seen. I stopped her mid sentence and told her that is not the case, that the people at the company I work for get seen regardless of their ability to pay and we never turn someone away for any reason. I then made the comment, did she want to tell me how to do my job again. She then said that this is the policy and finally stated that she was the Office Manager and I then said who can I speak to to file a complaint about the miscommunication and the way I had been spoken to and she said she was the office manager and I could speak to her Supervisor and I said, yes, give me your supervisor. And she said due to the way you are speaking to me, You are no longer a patient at this practice and disconnected the call. Business Response /* (4000, 9, 2022/07/27) */ Patient reached out to us on 7/22 to discuss her complaint. This information was sent to our Operations team for review.