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:08/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 recently visited Cumberland foot and ankle ** in *********** which is through Upperline health. All of the staff were very rude and unprofessional, *************** was exceptionally rude and rough with the procedure I had done. I paid in full and after I wrote a review of them on ******* shortly after I received a message from them saying that I owed more money and theres no way. I want this matter taken care of.

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Since May 2023, and possibly further back, I have been going to see *********************, at my local Upperline ***** office to have 2 pairs of orthotics made. From the time they were initially made, the orthotics did not properly fit. They were returned to the manufacturing facility, presumably at the ********* location, on numerous occasions for adjustments. After the last fitting on 03/08/24, I suggested to ************** that I didn't think that the orthotics were ever going to fit and wanted to return them for a refund. She agreed with me, signed off on the return, and the orthotics were returned to the manufacturing facility.It has been 2.5 months since I returned them and I have not received a refund, a phone call, or a letter from either the Tampa or ***************** I have called *********************, in accounting at the ********* office, and have left 3 messages over the course of 2 months. I have never received a reply from her.I have called the local ************ 6 times in the last 2 months, documenting responses each time. In the past month, I have not received any correspondence of any kind or at any time from the ************. In the past 2 weeks when I've called, I no longer get a live person.

• Initial Complaint

  Date:10/12/2023

  Type:Billing 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 had a medical procedure done at Village Podiatry, **************************************************************** on 02/06/2023. Apparently, their name is now Upperline Health and their billing is handled through this ********* office. I have ******** and a supplement/secondary insurance policy with Transamerica. ******** paid their portion of the bill. Upperline Health submitted the balance to Transamerica. They paid the balance of $119.93 via EFT on 02/17/2023. I received my first statement from Upperline Health in August 2023. After confirming with Transamerica that the charge had been paid, I contacted Upperline Health on 8/21/2023, leaving a voicemail with ***** the billing manager telling her the charge had been paid. ***** called me back and said they had not received payment and have talked to Transamerica to get copy of check and that I can ignore statements, however, I continued to receive them. I called Upperline Health again on 9/01 and 9/07 each time being told that ***** would call me back. She never has. *** left voicemails and sent a text through their website giving them check number and advising them that Transamerica said Upperline Health needs to request that Transamerica cancel payment and resubmit. Apparently, Upperline Health has never done this as I continue to receive statement. After numerous phone calls and unreturned voicemails, the last one on 10/10/2023, after receipt of yet another statement, this one indicating past due, Ive decided to file a complaint because Upperline Health has been unresponsive and because Im afraid they will turn this over to a collection agency when they have done nothing to resolve this issue. I have documented every phone call/voicemails to Upperline Healthcare. All I want is for them to resolve this issue through communication with my supplemental/secondary insurance company, Transamerica.

  Customer Answer

  Date: 11/19/2023

  I thought I had already responded to you regarding this complaint.  After a rediculous number of phone calls to this business I was finially able to get resolution regarding this complaint. You can close the complaint. 

  Thank you.

  *************************;

• Initial Complaint

  Date:06/21/2023

  Type:Order 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.

  On April 3, 2023 I had a appointment with ************** who made a form of my foot for an orthotic that is needed. I paid $212.50 (half down) for the orthotic. Approximately May 25, 2023 I contacted the office to check on my order, I was told that my order was received on April 27, 2023 but they could not locate it. I have made several attempts (5/26, 5/30, 6/5, 6/12, 6/14 and 6/20.) to retrieve my orthotic, but I am getting nothing from them and now they won't even return my calls.

• Initial Complaint

  Date:12/06/2022

  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.

  It appears Ive fallen under upperline sketchy corporate tactics, which involve the dodge and duck routine. No one is available, yet a routine is in play that involves no responsibility from company to solve a small issue.For months Ive been having provider continuously reset my credentials to encompassing patient portal (Athena ************************ I belong to 5 other providers that use ****** with no issues logging in. *Upperline, however errors to non existent user- I call in get my credentials rest I can logon once then errors again have to call or reset with a never ending cycle I contacted ********* corporate, local provider in addressing this Bandaid fix and how it needs to stop .Upperline billing can be done through portal but yet Im continuously denied login. Billing has yet to respond to my vm just to pay towards a balance. Thats really crappy it makes it look like its a setup so patient cant pay and provider gets to ruin credit by immediately sending to collections. Disgusting

• Initial Complaint

  Date:10/06/2022

  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.

  My sole problem with this business is in billing. I went in for some XRays, a Boot, and some advice on a fractured toe to the Upperline ************ *********** ** location twice around May. The doctor was amazing and the staff was helpful as well. I provided my insurance information and received an itemized bill upon my leaving both times and was told the rest would be billed to my insurance. I was very satisfied with the service - then came the random bills. I received a bill for roughly $72 without any any explanation as to what this was for and when I asked my insurance provider if they had even received a claim from the company they said no and there was no claim seen online from Upperline. I tried to call about three times the billing center at Upperline which is supposedly open M-F from 9-5 and left my name, phone number, patient account number and my complaint about the billing issue. I never received a call back. Despite multiple calls at multiple times (including within their supposed hours of operation) with multiple voicemails. I then didn't pay the bill and checked their online billing portal later and the bill disappeared. I then received another bill for roughly $32 and repeated my process of complaining. Eventually this bill was cancelled from my patient account in their online portal as well. I now have ANOTHER BILL for $54.69 which has been given to me without any itemization and I have repeated my process of complaints with voicemails and this bill has not been cancelled and I haven't been able to contact anyone at their billing department regarding this error. This issue alone has made me decide never to go back to this clinic and I am afraid if I don't pay this bill it will go to collections and hit my credit despite me providing my insurance information and paying my portion of the bill that was given to me for the services provided. I am afraid if I do pay this bill I will receive more bills. I have called and even threaten to complain here.

  Customer Answer

  Date: 10/18/2022

  I have not received a response from the business yet

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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.

  I had three appointments with ******* ******** ****** Powder Springs, ** location in early 2022. To say their billing process is less than professional is an understatement. I have made numerous attempts via telephone and e-mail since May 2, 2022 to obtain a final balance. On June 24th, I finally received a summary of charges that was so unclear, I prepared a spreadsheet by date to confirm the balance due. I advised billing specialist, ***** ***** that there balance was $7.85 less than what I calculated. She responded with a comment that a payment of $8.38 did not appear in her records yet it was clearly in the summary she provided. Ms. **** assured me in conversation on May 2, 2022 that I would receive monthly invoices as I was kicked out of their patient portal (the last was received on May 2, 2022). I advised Ms. **** that I would setup bill pay via my financial institution for payments. Due to the less than satisfactory treatment that I received at my last two appointments, I made the decision to no longer utilize ******* ******** as my podiatrist but their answer has been trying to make me set up another patient portal account (will not waste my time with this). I reached out again to a higher level billing staff member. Received a call from **** ******* at XXX-XXX-XXXX returned call on same date left voice message no further response. Ms. **** sent yet another summary for me to review after having already done so that I found to be unacceptable. By July 12 with no final invoice being received, I sent a letter to CEO, ***** N ******** DPM along with spreadsheet simply requesting confirmation of final balance due. I advised that once I received confirmation of final balance due, I would begin making monthly payments. As of this writing on July 31, I have received no response. In my opinion, this is the most unprofessional heath provider I have every had.