ComplaintsforMemphis Oral and Maxillofacial Surgery Group

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to the office staff not knowing what they are doing, I have had nothing but issues from the beginning. First they tried to tell me my procedure was 100% covered by insurance before I corrected them. I signed up for Care Credit with 24 months interest free to pay off my surgery of $274.33. Now I am finding out the minimum monthly payment is $30 because the provider selected deferred interest instead of fixed monthly payments. Now I am screwed and this is not what I agreed to or budgeted. Unfortunately I signed the paperwork, so now no one cares to help me fix an issue that is happening because they were not competent to set up the Care Credit correctly. I am poor, I couldn't even afford the surgery in the first place, which is why I did Care Credit. Now the monthly payment is double what I budgeted and agreed to. And it is forcing me to pay it off within 9 months! When I was told I had 24 months. That was a total lie, much like everything that comes out of the office staffs mouths. They refused to help fix an issue they caused. They have left me no choice but to seek help elsewhere. The least you can do is contact Care Credit and explain you should have set this patient up on 24 months fixed payments and not deferred interest. I feel as if I have been scammed and lied to, by both Care Credit and this oral surgeon's office. I contacted both Care Credit and this office and got nowhere. I left a message asking ****************** to call me because he is the only one over ******, the office manager who won't even take my call. She has her rude office staff brush me off while she stands over them and I can hear her talking in the background. Extremely unprofessional and rude. When I am asking you for help. I probably would not have gone through with the surgery if they had actually been straightforward about all these lies I was told. I won't even go into all the other issues I have had!!! I ought to look into legal recourse, because I feel like you committed fraud!

  Business response

  06/14/2023

  Responding to the complaint filed by the patient. Initially when the patient comes into the office, the patient is seen by our provider at this time the chart is coded and given to the administrators for calculations. Once charges are totaled, we advise the patient that this is an estimated and not a ******** of payment from the insurance company and if the insurance company does not pay accordingly, we will bill the patient. We let the patient know this up front. With that being said once the patient received a billing statement from MOMSG advising that there is a balance, she called to state that she was too poor and could not afford to pay this bill, stated that she would call the insurance company to see why and if they were going to make any additional payments (she states she has had nothing but trouble with this insurance since having it). I advised her that if the insurance company does not pay anything additional that MOMSG would work with her by setting up affordable payment arrangements. She never called back instead she did a bad review on our company. To try and make things affordable for her MOMSG made her account of ****** a zero balance.

  Secondly, she applied for Care Credit with our office for her co-insurance of ****** and was given a promotion of 24 month deferred/ no interest if paid in full. Once she got the billing statement from CareCredit she states Care Credit gave her only 9 months to pay the bill. I (***************************) spoke with Care Credit personally and CareCredit states if she is having a problem understanding the bill to contact them. I advised her of this, and she states we are a rip off and no one cares since she has signed the paperwork, so she continues to use profanity and states that she will keep doing bad reviews (and she has). I (***************************) Office ****** advised that no one here will be verbally abused on the phone or in person and to disconnect the call.

  We have done everything (making her account balance ****) to try and help her but nothing has satisfied her.

  Customer response

  06/15/2023

   
  Complaint: 20156032
  
  I am rejecting this response because:
  

  First of all, the second time I called in about issues with CareCredit, the manager ****** wouldnt even speak to me. They kept me on hold for 20 minutes waiting for a manager, just to come back and be extremely rude and ask me if I needed anything else. ****** wouldnt even speak to me and handle this problem herself, she had to stand over them and listen. I could hear her in the background taking to her reps. **** is so unprofessional! What kind of manager wont take calls and deal with escalated issues herself? Ill tell you, a bad one! Poor management is why Tee didnt even know how to set up CareCredit in the first place. She selected the wrong promotional period, it should have been fixed payments, not deferred interest. My mistake was trusting your office staff knew what they were doing, when youve made it abundantly clear you dont. I realized that after you sent me home and then called me to come back for the surgery that was delayed because of your office errors. Now I see youve made another one on my behalf and Im just stuck paying $30 minimum payments and only have 9 months to pay off the surgery?? No! I was told 24 months and that was a lie. So youve basically committed fraud in my name on my credit, because I never agreed to this. The charge has already been disputed with CareCredit and Ill let them know you guys fraudulently selected the wrong promotion when setting up this account. If I had been able to establish this account myself, it wouldve been done correctly. I may have signed the agreement, but I was not in the state of mind to fully understand what you signed me up for. I had a tooth in my mouth that needed to be removed, you had myself and my family driving me frazzled from the chaos of you messing up setting up the CareCredit and delaying the surgery, sending us home only to call and ask us to turn around. Now I honestly feel like I was scammed and ripped off because I trusted you to set up CareCredit based on what we agreed, which was 24 months of fixed, affordable payments. Now Im on the hook for double what I was told. Thats wrong. You made a mistake and then refuse to help or resolve it, thats why I got upset and cussed you because youve been nothing but issues. I have had issues with insurance giving me the run around and now both you and CareCredit are doing the same thing. I agreed to pay $274.33 over 24 months and I never agreed to $30 minimum payments and only 9 months to pay it off. I may have signed the agreement, but nothing I signed disclosed the minimum payment. I had no way of knowing at the time of the surgery that the promotion of deferred interest you selected was the incorrect promotion and should have been fixed payments, zero interest. If I had known it was $30 minimum payments and only had 9 months to pay, that would have made a difference and I wouldn't have agreed to do the surgery. You were not upfront at all, you basically lied to my face about the terms of the agreement. I was depending on these healthcare "professionals" to be honest and trustworthy, but you aren't and failed miserably. I came to you polite and asking for help, and your office staff was rude and provided no solutions or resolutions to a problem you caused! You could have at least offered to contact CareCredit and explain the issue and see if the promo can be changed to what you led me to believe I had 24 months to pay $274.33. In reality, being forced to pay $30 minimum each month is only 9 months. You aren't even giving me a year to payoff. It is wrong, it is not what I agreed to, and I feel as if fraud has been committed on my credit. Your enrollment process and disclosure of the payment terms was deceptive and took advantage of me when I was vulnerable and depending on you to be professional and help me. You haven't helped me! You've put me in a financial bind! 
  Sincerely,
  
  *********************

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