ComplaintsforNiteOwl After Hours Urgent Care

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received service on July 5, 2023, and at that time paid NiteOwl $85.00 for a co-pay for services. On July 31, 2023, I went online to my HSA account through ***** ** ****** website and paid what my insurance company stated "I MAY OWE" That payment was $101.42. I received a bill from NiteOwl with the statement date of August 7, 2023, for "Amount you OWE" $16.42. I have had a couple of issues with my HSA not paying the correct vendor so on August 21, 2023, I called NiteOwl for 2 reasons 1) to ensure they had received payments and 2) to discuss an overpayment on my account of $85.00. The rep I talked to did confirm they had received the payment and she could see that in their system for issue 2, the overpayment is where the issue is. My total bill was $191.20 - (adjustment by insurance) $89.76 and a co-pay of $85.00 the total is......$16.46 due. This is even per the bill they sent on 8/7/2023. The problem is I sent payment on 7-31-2023 through my HSA account for $101.42, which was confirmed by their billing department. An overpayment of $85 should be showing on my account, due to the fact when I paid the bill, I forgot about deducting the $85 I paid on the date I received service. The rep told me she would send an email to me and I should receive that email in 24-48 hours. The purpose of the email was for me to request my account to be reviewed to see "IF" I was due a refund. I told her I should not have to prove what is already in their system and should be reflected on my account since she "Confirmed" everything but I would go through the process. I called back yesterday, August, 23, to inform them I had not received any email. Again, I got the run-around and I told them about the email which I never received even in the "SPAM" filter. I do not have any confident they are willing to resolve this issue

  Business response

  09/12/2023

  We are sorry to hear that this refund has yet to be processed. We use a third party billing company that handles all of our claims. We will make sure the $85 is refunded promptly. Unfortunately adjudicating medical claims can be a lengthy process. We will have the checked mailed out as soon as possible. Please let us know that you received the refund. 
  

  Thanks,

  ***** *******Director

  Customer response

  09/13/2023

  I am happy to report I talked to the owner of NiteOwl and he is personally making sure this issue is resolved.  He will be speaking with the 3rd party company that does the billing part of his business to ensure they handle any concerns immediately.  Also, the people answering the phone have proper training. 
  
  I think we can consider this closed and once again this is not a complaint about the services or staff of NiteOwl This was intended for the billing process and the training level of those employees. 
  

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