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:10/17/2024

  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.

  Absolutely Fraudulent! I received balloon sinuplasty from them in July of 2023. It was covered by my insurance and I gave them the information from my health savings account so they could have monthly payments auto-deducted. The first payment of $305.95 was made in the office on 07/13/24 at the time of services. After that, reoccurring payments were deducted from my *** account for the amount of $229.45 on 08/14/23, 09/15/23, 10/16/23, 11/15/23, 12/15/23, 01/14/24, 02/15/24, 03/15/24 and 04/15/***** May of 2024, I noticed that I had received an extra bill regarding the anesthesia for that procedure. In the time between the procedure and May of 2024, I had not received any bills regarding the operation. I figured that, since I had just received a new HSA card, there must have been an error in the system resulting in a missed payment, and I spoke with the woman in the office at my next appointment to get everything straightened out - making a payment of more than $700.00 at the time. A month later, and I get a new bill, claiming that I had regularly missed payments, and not showing the $700 I had paid in the office. I tried to call the billing department, but they did not answer. I called up the insurance company, verified that I had never missed a payment, and that the $704.94 had been deducted from my account. The insurance company tried to call the billing department on my behalf, and likewise was unable to reach anyone. It is months later, and despite me emailing to have them correct their billing errors, they are still denying that they received more than $1,400 of payments that they took out of my account. The payments they do not acknowledge and have failed to apply to my account were from 07/13/23, 09/15/23, 10/16/23, and 05/22/24.

  Business Response

  Date: 11/06/2024

  Thank you for reaching out with your concerns. We understand the importance of transparency in billing and apologize for any inconvenience this experience has caused.

  Based on our review, here is an outline of your payment applications:

  1. Initial Payments: The payment of $305.95 on 07/13/23 and subsequent monthly payments of $229.45 were applied correctly to the procedure that took place on 07/13/23.
  2. Other Applications: Additional payments were applied to various service dates, including: Portions of the 05/22/24 payment were applied to several historical dates of service to cover outstanding balances. For example, $91.02 was applied to a service on 03/21/23, and additional smaller amounts were allocated to other service dates to clear prior balances. Payments from 09/15/23 and 10/16/23 were similarly applied to service dates from earlier in 2023.

  
  We understand you may have intended for your payment to be applied to a specific service date. However, like most healthcare providers, our billing system automatically applies payments to the oldest outstanding balances first. This is a standard practice to ensure all balances are addressed in chronological order and to prevent any accounts from becoming delinquent.

  
  We have confirmed that all payments were posted to your account and distributed according to outstanding balances across different service dates.  For a detailed itemized statement, please contact our billing department at ***************************************************  If you have questions about specific allocations or need further clarification, we're here to help resolve them. Thank you for allowing us the opportunity to address your concerns.
  

• Initial Complaint

  Date:08/28/2024

  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.

  I had an in-office sinus surgery performed at the Aspire Allergy and Sinus location in ******, ** on 12/28/2023. Prior to the surgery, the Sinus Billing Team located in ***** was supposed to contact my insurance company to request pre-authorization for the procedure and to determine my cost.I was told by the Billing Team that I would owe the balance of my deductible, plus 20% co-insurance. I could make a 10% down payment at the time of service and would then be put on a 19-month payment plan.I paid $1,800.38 on 12/28 and authorized recurring payments of $116.66. I did not receive a ************ June 2024, I received a billing statement from Aspire. For the 12/28 surgery, four procedure codes were listed breaking down the services billed to insurance/myself for that date. I cross-referenced the *** provided by my insurance and one of the codes on the Aspire statement, ***** ($2,200.00), was not listed. The insurance never received a request for pre-authorization from Aspire for this procedure, nor was a claim ever ************ insurance confirmed that I never owed a co-insurance/deductible for the surgery. I had been paying out of pocket since December for a service that would have only required a $40 copay, as it was covered by my in-network benefits.I have sent multiple emails to Aspire and received no response/vague responses when I questioned why the claim was never submitted and I had been charged. Aspire has refused to resubmit the claim to my insurance carrier, which the carrier said they could do since it was not submitted initially. Aspire has not responded to any of the calls or emails from my health insurance provider and I filed a formal grievance through my insurance against them, also. If Aspire had submitted the claim for code *****, my surgery would have cost $40. I have paid Aspire $2,617 to date, which is beyond the cost of the surgery even if I had paid out of pocket.

• Initial Complaint

  Date:08/08/2024

  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.

  I have continually tired to contact their billing department about my bill. The office ladies are saying that I owe way more money than I should owe. I have not received a bill from this company to see what I am being charged for.

• Initial Complaint

  Date:08/01/2024

  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.

  Went to Aspire Allergy, was told by the facility "not covered by insurance" they had a copy of my ************** card. I paid on my Discover Credit Card AND they also billed my ******************** and was paid by them. Additionally they claimed I had services I did not have. I was recently billed additional money on 6/21/24 stating I was "over 120 days late" when I was a cash/credit card payer at the time of service. My wife who has NEVER been here was also billed for $135.80. We will be letting BCBS know this has been frequently double billed and for services I never had.

• Initial Complaint

  Date:07/15/2024

  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.

  I visited this clinic on 06/01/2023 for an allergy test, paid my copay and wasn't notified of any outstanding charges until over 1 year after this visit when I get a letter in the mail threatening to send me to collections because I hadn't paid the $1037 I apparently owed that no one at the local branch or in the billing department notified me about for over a year after this visit. Apparently the "going to collections thing" was a software glitch that no one that has used this scam of a practice knew about and this company did not send any warnings to their patients about. I have tried over a dozen times in my busy week of being a full time student to get ahold of somebody in the billing department to get an answer on this bill, and have had no luck. Billing department email (just gives you an error message saying your email cannot be delivered and I verified this is the correct email address), multiple phone numbers, all DO NOT WORK. This is absolutely the worst experience I have ever had with a medical practice. This company is run so terribly, and all they have to say is a bunch of excuses for why I can reach their billing department. This has added so much stress into my already stressful life of being a flight school student, that I felt the need to report this company because of how bad the patient billing department is. They do not want to talk to patients, all they want to do is take your money after lying about how much allergy testing costs on their website. This is shameful how you treat patients.

• Initial Complaint

  Date:07/12/2024

  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 had surgery in August 2023. I was on auto payments with my HSA card and called to have them switch to my credit card as my HSA card wouldnt have enough for all of the payments. 6 months go by and now I get a letter in the mail after not hearing anything by mail, email, or phone call saying that my total balance went up over 200 dollars and is being sent to collections. I have tried calling over and over and sent multiple emails and no response. I am not paying the overage charges for something I was never contacted about and was told I was on auto pay. Previous auto pay payments had been made and should have continued.

  Business Response

  Date: 07/12/2024

  I would like to start with an apology for ************************ as all statements went out with the collections statement in error. It was supposed to only go on those accounts that were 90 days past due and no payment has been made but went out on all of them. His account has not been sent to collections. He has not been charged an additional $200. He has $200 that is still out that his insurance owes. That is not his responsibility until the insurance carrier has completed the claim. Patient has a balance of $1654.15 that he is paying on. Due to that statement being listed about collections on the statements we were inundated with calls. We have multiple ways to reach us via phone or email. I do not show any emails coming in to our billing department. Please see attached account that shows $200 still out to insurance and the balance is accurate based on how the claims were processed by his insurance carrier. Should he disagree with how the claims are processed he should reach out to his insurance carrier and discuss that. Again, apologize for the statement. Balance accurately reflects payments for services provided. Please feel free to reach out to me if you have any questions. Thank you.

• Initial Complaint

  Date:05/07/2024

  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 paid $2500.00 in advance for Exact allergy treatment. After the treatment I went for a follow up. I mentioned that the treatment has been totally ineffective. The Dr said they will do a second round of treatment with a higher dosage at no additional cost. I confirmed numerous times that there will be no charge for the next round of three injections and was assured that the 2nd round of treatments will be at no charge. I received a billing invoice for $1,666.66 months after the 2nd round of treatment were completed. I've reached out to Aspire Allergy via phone, email etc. no replay. I have left messages. Each time I get referred to the billing department. The billing department doesn't answer any calls, I have left numerous call back requests but absolutely no response from their billing department. I kindly request that the issue with the billing be corrected and the charges removed.

  Business Response

  Date: 05/07/2024

  We have received the complaint from ************************. We had a software glitch that in error submitted balances to patients in error. Due to this glitch it overwhelmed our phone lines and patients were unable to get through. ************************ spoke with our office staff this morning to let him know to disregard the bill. I also reached out to him to explain this went out in error and he does not have a balance. I have attached a copy of his billing which shows his ExAct repeat at 0.00 charge. I believe this issue has been resolved. If there is any additional questions or concerns, please feel free to reach out to me. Thank you.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *** Den ****

• Initial Complaint

  Date:05/03/2024

  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.

  Today 5/2/2024 I had an appt with Aspire in Plano at 8:15am. I knew prior to the appt that I needed a referral which I got. I saw my PCP a week before the appt, on 4/25/2024. I called Aspire on Tuesday to make sure everything was good. They stated that they didn't have it yet, so I called my PCP and see why they have sent the referral yet. Well by the end of the day on Tuesday I got a message from my PCP stating that they have faxed the referral. So on the morning of my appt I get a call at 7:43am (my appt is at 8:15am), I tried calling back but the clinic was not open yet so I could not get through. I show up for my appt and I was told by ******* at the front "I tried calling you when I got in, but we do not have your referral." First off, why are you calling me 30 MINUTES BEFORE MY APPT? & you called me when the clinic was not even open yet. I should have received a call regarding this at least 48 hours prior to my appt. The same way you all want us to cancel or reschedule. Then I finally got ahold of my PCP and they confirmed that they sent the referral 2 days ago. She even was able to email ******* the referral to get this authorized faster. After all this I am still waiting. He then informs me that my PCP did not put the correct doctor on the referral, but according to my PCP I was told that they will call the clinic and get the information needed from them. Because the doctor on the referral was wrong they could not get my referral authorized and told me that I needed to reschedule because they have a full day. I as the patient did MY PART. My PCP and this clinic failed to do theirs, but I am being punished for it. I used my last sick day for this appt. If I reschedule I wont get paid. I also live 45 min. away from this clinic; wasted my gas. I stopped taking my vitamins and all meds for this appt which by the way I have been feeling like c*** for no reason. They had compassion for me & pretty much said oh well just reschedule when even I told them I couldn't.

  Business Response

  Date: 05/14/2024

  Good morning,

  I would like to start off by apologizing for **************** inconvenience. There are many moving parts in healthcare to get a claim paid. We do the best we can to see all patients and follow the rules of their health plan so the claim gets paid and the patient is not responsible for services that the insurance will not cover due to referral or authorization issues. We had several issues during the scheduling process for **************. On 04/18/2024 we reached out to her to let her know we could not get a referral until the patient is seen by the ***.They were unwilling to send it over until she scheduled a follow up. At that time ************** indicated that she may change ***'s, We asked her to follow up with her if she did as a new referral would then be required. On 05/02 day of patients appointment we did not receive the referral and ******* reached out to patient to check the status of the referral. We did not have them in our faxes. Unfortunately that was at 7:45 and they could not leave a voicemail message. ************** arrived at the office and was informed we still do not have a referral and that she could be seen but it would be self pay until we could get a referral and file insurance, or reschedule. At that time she stated she did not want to reschedule because she took time off from work and tried to call her *** to get the referral. At that time patient got upset, refused to reschedule and left the office frustrated and angry. As of today, we do not have a referral for the correct physician. We did not want the patient to be responsible for a bill therefore offered to reschedule. We take every complaint seriously and would like to assist her but at this point if she does not want to reschedule and we do not have a correct referral, our hands are tied. The issues with the referral had been addressed as early at 04/18. To get a referral from a *** in a few weeks these days is actually pretty fast compared to most ***'s. She was not only frustrated with us but her *** as well. To the point of almost changing her ***. I would love to make this right for her. I can reach back out to the *** to see if they have the corrected referral and get her rescheduled. Unfortunately on 05/02 she did not want to reschedule so we are in limbo as which way to go. I am happy to assist where we can. However, we will need **************** assistance to obtain the referral that her insurance carrier requires. Thank you.

  Customer Answer

  Date: 05/14/2024

  Complaint: 21657981
  
  I am rejecting this response because:

  You are not going to make it seem like I was told weeks in advance to get a referral and just did not do it. I went to see my *** (on a Thursday) a week before my appt on 5/02. I told them the whole reason for this visit is because I needed a referral to my allergist. I gave them a couple days to get that done (Friday and Monday), I called Aspire on Tuesday to make sure that the referral was sent, I was told you all didn't get it. So I called my *** asking what is going on and she forgot, but faxed it over to them that same day. I called again on Wednesday and I was told that you all still didn't have it but because it was sent yesterday (Tuesday) that they probably have not gotten around to it yet. So at 745am (my appt was at 815am) I get a call, I return the call and could not get through because you all were closed. I should not receive a call 30 minutes before my appt!!!! The office never received the fax (not sure how), but my *** ended up emailing the referral then I was told that they put the wrong Dr. on the referral. So they could not see me. What you all should have done was still allowed me to keep my appt and treat me. Emailed the *** back asking them to change the Dr. and email it back to you all and then get it authorized and whatever I needed to pay I would have before I left the clinic, its so simple. I did my part in all this the mess up was between you and the ***, but you all punished me for it. 

  I didn't reschedule because like I stated before I do not have anymore sick time to use, so if I rescheduled I would not get paid and I cant afford to not get paid.

  
  Regards,
  
  ***************************

  Business Response

  Date: 05/14/2024

  Good afternoon **************,

  We can't back date a referral. Therefore if you did not have it at the time of service the entire cost of the visit would have been billed to you. I did clearly state that the *** told us that you needed to have a follow-up. Again also apologized for the late notice as we were trying to obtain the referral to prevent canceling your appointment. Most patients do not want that financial responsibility when a claim is denied for no referral. When that occurs you would have ended up with a bill that can be expensive (Which is why they offered the self pay option). If you would have selected the self pay option and be seen and the referral came in, you would have been refunded. You opted to not accept that offer. With that being said, I will apologize again for the lack of communication on the referral, we are aware that it was a big inconvenience for you. We acknowledge that we as many providers are struggling with being short staffed we are working on same day appointments. We did all we could do to obtain the "correct" referral for you to see you. I apologize you feel you have wasted your time to come to the clinic to be told there is no referral. We do apologize for those things. Until we get a corrected referral for the correct physician and treatment you receive would have been your responsibility. I did try and reach you but was unable to do so as well as unable to leave a voicemail due to your phone services. If you would like to reach out to me since we are unable to reach you or leave a voicemail message, you can call me directly at ************. At this time this is the best I can offer since we still do not have the correct referral.

  Customer Answer

  Date: 05/16/2024

  Complaint: 21657981
  
  I am rejecting this response because:

  I was never offered self pay in the way that you are explaining it to me. I was offered self pay as literally just that self pay. ******* told me that it would be $600 and something for just the testing. Never explained how I would be refunded or anything. So clearly he needs to be trained better or you need to find better employees. I don't want your weak a** apology, I will find another clinic. 

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/30/2023

  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.

  I had an allergy testing appointment on February 7, 2023 that I paid roughly $900 for because I hadn't met my deductible yet. Two claims were submitted that day: one for $105.70 for antigen therapy that was applied to my deductible, and another for $719.95 for the office visit. However, the second claim wasn't processed until June, so I met my deductible before the $719.95 was processed. That said, I've been supposed to get a refund for $719.95 since June. I gave them several calls and emails in June to discuss this, and they answered none of them until July, when they said they were filing an appeal and gave me no additional info. Another month of calls and emails went by before emailed me in August to tell me their appeal had been denied and that they would refund my $719.95. They still haven't refunded me nearly three months later. I paid this amount in February of this year, and haven't seen a single dime of it up to now. Because it was paid on an FSA card, I haven't been able to pay for much-needed medical care because all of my funds are tied ** in this. The end of the year is approaching and I NEED those funds to be applied back to my card before they expire, or they need to send me a live check immediately. It's ridiculous that it's taking so long, especially since I'm still paying them for my allergy treatments.

• Initial Complaint

  Date:09/01/2023

  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 committed to allergy drops for my daughter for one year. This included four payments of $180 every three months. I confirmed with Aspire on 5/31/23 that the last payment would be on 6/1/23. They confirmed and the last of 4 payments was drafted on that date. Previously to the last payment they didnt deliver the drops, continuously got my address wrong, and were hard to reach. Today, 8/31/23, I was charged another $180. This is not in our financial agreement and I have written confirmation that the last of the payments was in June.

  Business Response

  Date: 09/25/2023

  This is the billing department at Aspire Allergy.
  I am reaching out today about a refund request on Hazels account.
  The refund amount was for $180.00
  There is currently a balance due of $687.13 on this account.
  We will not be issuing a refund, the $180 will be used toward this balance.
  
  $103.01 DOS 5/4/22
  $101.86 DOS 6/7/22
  $482.26 DOS 7/15/22
  
  Please let me know if you have any questions or concerns.
  
  
  Thank you