ComplaintsforEpiphany Dermatology, P.A.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/12/23 my son was seen at the *************, ** location for a follow-up visit. ** I want to say this is the second billing error made by this medical practice. I received a bill from the office before getting the explanation of benefits from my insurance provider. The bill was for $361.80. I received my EOB on 10/25/23 that said I owed $129.04 and that the remaining balance of $232.76 was "This charge has been processed based upon the provider's participation status and your contract terms." I called my insurance company to confirm that I only owed $129.04.So I paid the $129.04 on 12/04/23. On March 8th, 2024 I received a statement from a collections agency stating I owed the $232.76. I called the collections agency, ***************** ****** Valley and spoke with someone and told them I had an explanation of benefits and had already spoken with insurance and I had paid my portion of the visit. They told me to email my information and to include my EOB. I did and heard nothing back until 05/28/24 when we received another collections notice with the bill from the provider. I will NEVER go here again, as this is incredibly upsetting they can't bill correctly. And now I have to deal with the collection agency who refuses to believe anything I say. And tells me on the phone "we just spoke with them and you owe $232.76", after my insurance company called the provider and confirmed they messed up!

  Business response

  06/25/2024

  On 5/29/24 Epiphany received a call from the patients insurance identifying an issue with payment posting on this patients account. ********************** corrected the error and removed it from collections the same day. The error occurred when Epiphany received remittance advice out of order from the payer therefore the denial OA-187 (no funds in their HSA/FSA) was posted and balance was transferred to patient responsibility prior to receiving the remit with the initial processing information. Epiphany will make the corrections necessary to ensure this does not happen in the future and will follow up with the patients guardian.

  Customer response

  06/25/2024

  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. I have not heard from the business but look forward to that coming conversation. 
  
  Regards,
  
  *************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been a patient of ** ************************* since well before the pandemic. The team he had then was efficient and provided great customer service. For the last 3 years it is impossible to get the admin team to follow up or answer the phone. I've been contacted by the specialty pharmacy that is trying to fulfill my biologic prescription (a prescription I had to beg them to start the process on even though I'd been on it previously) who informed me they'd tried 5 time to contact this office and had zero reply. I've tried contacting the office 3 times now and no one answers the phone. I've sent an email to the office and had no response.Last year when we'd tried to get a renewal on my prior authorization it was the SAME behavior. There is a severe lack of professionalism with this office and it is affecting people's health.

  Business response

  11/01/2023

  ********************,
  
  Thank you for taking the time to speak with me today. My sincerest apologies for our failure to keep you in the loop about our progress in obtaining your prescription. Our team has been working diligently on getting this prescription approved, but we did fail to provide you with regular updates on our progress. For that I am sincerely sorry. We will review our processes to ensure we provide our patients timely updates moving forward. We will continue to work with your insurance to get your request approved and will continue to keep you updated on our progress. 
  
  
  Sincerely,
  ***********************
  Regional Operations Director

  Customer response

  11/01/2023

  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,
  
  ******************

• Initial Complaint

  09/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was initiallyseen on 3/28 for a skin check. At the time of service I spoke to ***************************** about the costs.I have used self-pay option w/ a skin check.Was quoted $150, but owed $523.41 for the ******************** advised, biopsies were $50/mole.Had 4 removed($200)paid in April.Also quoted me $200-280/mole extraction which was a complete lie.May, an additional bill came in.Was told that there would be 3 charges per excision, as I would have to have 4 extracted.Info was completelydifferent than what I was initiallytold.To date, I have paid approx $2,600 for the services.Every other week, I was getting another bill for something.I got "what I thought was my final bill." ******* paid as I was over this complete mess).Then a couple weeks ago I GET ANOTHER BILL for $200.Thought it was a mistake-already paid.Called ****** again who said it was from my initialvisit in March.No, she said it was $50/mole.She said, "well it was actually $100/mole." She said she would reach out to the Pathologist to see if he would write it off nothing she could do.She made the mistake.I called back bc they didnt call me.Spoke to ******, nothing they can do.I was to pay.She spoke over me she could have cared less.If she isnt versed in billing, she shouldnt be answering the phone.They have an actual self pay sheet they read off of!Was able to find a Regional Manager(*********************)off Yelp-again, cannot contact anyone in this company.Reached out and left a voice message. I got a call from **** who was beyond empathetic & stated she would have **** call me back on Monday. **** advised me to not pay the $200 that she was going to wipe it away.Come Monday, no call.I called **** back yesterday.Left a voice mail.Cant get anyone on the phone & reviewing the complaints, they do this all the time.Just want the $200 gone & impacting my credit.You can'twalk into a practice and be told by someone, who you should have confidence in, that you'll owe about $900 and have that be almost tripled.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I scheduled a botox for hyperhydrosis consult at the suggestion of ** *************************. When I scheduled the consult I asked the scheduler if these visits cost money, she said "No, botox consults do not cost money, they are not billed for". I scheduled for April 12, 2023. Several days before the appointment the office called to confirm the appointment, or I called them to confirm the appointment, I can't remember which, but I know for sure I spoke with someone in the days leading up to the appointment and I again asked if this visit would cost money. I was given the same response as before: "No, botox consults do not cost money, they are not billed for". At the visit, when I checked in, I did not sign financial responsbilitity paperwork or complete normal medical service visit paperwork, like you do with normal office visits. This further assured me this consult was free. *************************, ** came into the exam room and then told me that she could not do the botox consult, that it should have been scheduled with the actually medical doctor (MD). And she sent me on my way. I am now receiving a bill for "medical services" for that visit. I have spoken to the billing department and contested the bill, but *************************, ** declined waiving the charge. The bill totals $43.20 after insurance adjustment. The office visit was on April 12, 2023. I did not sign paperwork committing to be financially obligated for the visit on April 12, 2023. If I knew the appointment was going to cost money, I would not have scheduled it.The appointment was scheduled incorrectly on their end and I am not responsible for paying for their mistake.

  Business response

  08/17/2023

  *********, 
  
  Thank you for taking the time to speak with me today. As we discussed, there seems to have been a confusion at the time of scheduling in regards to if your appointment was for medical Botox or cosmetic ********* seems our Receptionist may have failed to clarify the type of the appointment with the provider, at the time of scheduling and for this I apologize. Since Epiphany provided the incorrect information, we'll write of the patient responsibility of the bill. We hope to get the privilege of seeing you as a patient in the future. 
  
  Sincerely, 
  **************
  Regional Operations Director

  Customer response

  08/18/2023

  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,
  
  ***********************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,I visited Epiphany Dermatology on 4/26/2023. When I saw the doctor, the process and bill were quoted to me. I agreed to have the procedure. On the next visit, the procedure was complete, and I paid the bill that was quoted to me ($945.72).About two weeks after my visit, I receive another bill for $100. When I call for an explanation, the clerk explained that the cyst was sent off for ******************. Testing I did not request. When I left the office on the last visit, the doctor did not give me any indication that there was any ****************** would take place. Moreover, there were no additional calls or results expected in the future. I paid almost $1000 dollars as was expected. It is not the fault of the customer if this company chooses ****************** unbeknownst to the patient. Therefore, I am NOT responsible for this bill. I would simply like this bill dissolved and not to effect my credit.I have attached a copy of my receipt Best Regards,*************************************

  Business response

  07/14/2023

  Thank you for contacting us regarding your bill. We would be more than happy to take a look into your account to help identify your concerns. We apologize for this inconvenience that it has caused and we will be contacting you shortly. 

  Customer response

  07/15/2023

  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,
  
  *************************************

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received two letters from a debt collector. The letters were for unpaid bills to Epiphany Dermatology. One was for an unpaid bill of $45.. The other was for an unpaid bill of $******. I reviewed my checking account, and I have paid Epiphany $****** on Sept 27, $****** on Oct 28, and $****** on Dec 2. 45 plus ****** is ******, so I believe Epiphany has credited my payments to the wrong family member. We are a family of four. My wife recalls a conversation with a receptionist who noticed a discrepancy in credits and debits among family members. Her advice was to contact corporate. That was vague, and my wife left the office confused on what to do. This was also a missed opportunity to correct any unpaid bills at the time a dermatology appointment was completed. Epiphany recently bought Mid Cities Dermatology of which I have been using for over 20 years. This is the first time that I have had a billing problem with my familys dermatology appointments. I pay my bills immediately, and receiving a bill from a debt collector was distressing. A payment from me should have taken care of my minor children's bill. I have already paid the debt collector as this seemed to be the quickest way to stop further damage to my credit rating.

  Business response

  05/08/2023

  I am sorry to hear this and would like to apologize to you and your family for the customer service you received regarding your medical bill! I understand how frustrating this must have been. I would be more than happy to look into your account to identify where this error occurred to get this corrected as soon as possible. I appreciate you making ** aware of your experience as Epiphany Dermatology strives to provide excellent customer service. I look forward to working with you to get this issue resolved. Please let ** know if you have any additional questions, concerns, or comments. Thank you.

  Customer response

  05/15/2023

  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,
  
  *******************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I originally called the office to see if they take my insurance and gave them the doctors name Id like to see never once was I told that he has not been with the practice in 2 years. We were referred to see him by family and friends and so we looked up the number online thinking we had the correct number and office. Again we would not have gone here if we new that the recommended dr was not in this office or organization anymore. When my appt was made, my parents to whom were there when the questions were asked regarding the recommended physician and never once was I told different. I went to the appt location. Was not the one requested and I got in the room and a completely different physician came in. At the time I thought it was the assistant so I didnt say anything and being Im young Im not sure of all the formalities of appts yet so I believed I was still seeing the other doctor at some point. The appt finished and that is when I knew something was wrong. When I got home I discussed this with my parents and they called and talked to the office manger. We told her what happened and instead of trying to apologize and make it right she got very abrupt with my mom and hung up on her. I am asking for this appt to be reimbursed

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to schedule my daughter an appointment for an abscess on her tongue. The girl who answered the phone wasnt sure if they could help us but went and asked someone before scheduling. On the day of the appointment, the doctor took one look at my daughters tongue and nicely told us that we need to schedule an appointment with the dentist because she doesnt deal with tongues. I was very confused because I had asked before scheduling and even taken off work. I nicely ask them at the front desk on my way out if they needed to bill me, and they said yes. I then called again the next day to ask again since they admitted they were not able to help us. They submitted it to my insurance who isnt paying anything, and now we are stuck with a bill for a two minute appointment where we were not provided any service, just a waste of our time. This company scams its customers. My daughter is a poor college student and cannot afford to pay a Doctor Who didnt even help her, when she had to pay the dentist instead. This business is very dishonest and ******* in to collect money, nothing more. I was with my daughter and a witness to all of this, because we still pay her medical bills.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 9, 2022 I had an appointment at Epiphany Dermatology for checkup and mole removal. I was billed $1369. Epiphany Dermatology Billing said my ******** Supplement Plan rejected the claim. I paid the **** in full to Epiphany Dermatology on April 10, 2022. I called ******** a week later to ask why my claim was rejected. ******** said the claim was improperly submitted. So I called Epiphany Dermatology to ask them to resubmit. They resubmitted the wrong information again. I called ** again. ** again submitted the claim. I called ******** again and *********************** said the claim was finalized on June 6, 2022. I still havent received my refund. I called Epiphany Dermatology again this morning and the billing said they havent received any information from my ******** my claim. I believe Epiphany Dermatology is deliberately withholding my refund.

  Business response

  07/06/2022

  Hello and thank you for reaching out to Epiphany Dermatology. First and foremost, I would like to apologize for the service the patient has received. Epiphany takes pride in their patient care and want to ensure all patient's needs are satisfied. I have reviewed the chart/payments in depth and would like to provide a detailed update. **************** was seen on March 09, 2022. At that time, only AARP Supplemental plan was loaded and scanned into the patient's chart. We heard back from insurance (AARP) stating the patient service is covered by another plan. We sent the patient a coordination of benefits letter (attached) on 04/12/2022. **************** called us on 04/18/22 and provided us with the correct insurance information ********** and we loaded in and rebilled. Patient called back on 05/26/22 for an update and we had not heard back from ******** at the time. ******** was contacted and stated claim had not been received, so we rebilled again. On 06/08/22, patient called in and wanted to know why she was billed a different amount than ******** was billed. Patient spoke to the team lead who explained we had heard back from ******** and we would be posting the payments and explained the charge amounts differing based on payor - patient, commercial insurance and ******** all have different contractual amounts. Once payment for ******** was received and posted, a second **** had to be sent out the secondary payor (AARP) to pick up the balances ******** did not pick up. On 06/28/22 we heard back from the secondary payor with payment and explanation of benefits. Per our internal policy, before supplying a refund to the patient the account balance must be at $0, patient and insurance balances. At this time, ******************** account balance is satisfied and in fact is owed a refund due to overpayment of: $1369.00. 

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