ComplaintsforTotal Mens Primary Care

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Receptionist (*****) was extremely rude, condescending but most importantly had no sense of empathy. When I arrived to my scheduled appt. (3/6/23 @ 3:30pm), ***** didnt bother to acknowledge me. She was more concern about typing away on her computer THAN asking me how she could assist me. After 5mins of me standing clearly in front of *****, I acknowledged her & ask for help. She said I could register on the computer behind me. After completing the registration, ***** continues to inform me that if my insurance isn't approve within 15mins, she will cancel my *************** will have to return in about 2 weeks (even thou she clearly mentioned I was in-network).After about 15mins, she called me up to the counter to tell me she has to cancel my appointment (which I arrived on time to) since my insurance didnt respond within her 15 mins response period. I was completely appalled by her lack of medical professionalism and lack of empathy being in the medical field. Never, In my entire primary office visit experiences with previous medical facilities, has this ever been the case. When has a medical facility (staff) have the right to deny medical attention due to an insurance policy not responding within 15mins of submitting documents for a medical office visit. This seemed to be just a vendetta from ***** who was more concerned on canceling my appointment because she appeared to be have a personal disliking towards me. I had spoken to her a couple of hours before about any last minute opening. At that point, she mentioned nothing was available but fortunately I continued to visit their website & managed to grab one that popped up at the last minute. It seemed that she was upset about having another appointment rather than ending her workday sooner. ***** was more determined to make sure I didnt get seen, than taking care of patients, which she is also compensated for. TOTAL MENS PRIMARY CARE, Its unfortunate ***** is who represents this location.

  Business response

  03/22/2024

  Hello ********************,

   

  We are truly sorry for the experience you had at our center with that specific team member. That behavior is absolutely not acceptable by our standards. We are addressing this internally. In the meantime, is there anything we can do to make things right?

   

  Thank you,

  *****

  Customer response

  03/23/2024

  Complaint: 21458094
  
  I am rejecting this response because:
  I would like to speak to a leadership member with whom I could express my concern, disbelief and have the opportunity to be seen and heard.   
  Something that was not done on my visit to total mens primary care facility.

  A phone call, voicemail  or email with a point of contact is appreciated to set up a time to discuss my unfortunate experience!

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: Sun, Aug 20, 2023 at 5:19?PM Hello,I need an email for the person responsible for overall billing. I was denied service yesterday as the receptionist stated I owed over $900 yesterday-I was there a week early and paid my $4.09 copay and no balance was discussed.In reviewing my insurance EOB, about 90% of them state that whoever is billing is not including the pertinent patient information such as case history, etc. This causes the service to be denied. When the ****** includes the information, the claim is paid with my copay being $4.09. Insurance said your ******/coder is missing information crucial to the claim in most cases-which is required and should be understood by clinic staffers.10.8.23 Good Morning,TeamCare has asked me to reach out to you regarding 2 claims which they are not covering, which under my plan, are covered. I would like to work this out with your billing department and TeamCare has allowed me to do so before filing a legal appeal for the claim with them. Together, these claims which have been improperly billed to me total $269.46. This is in additional to ALL the injection claims which are still in need of clinical notes and adjustments. Claim for 1.24.23:TeamCare is not covering as they are stating your clinic did not provide any documentation showing the medical necessity of this visit. I was diagnosed with COVID and a kidney infection via this ********** clinic and I am needing this to be reflective in your documentation. IN addition, the insurance is not sure of what your clinic is referring to as "OMP - Outpatient Medical Procedures/Services" given I was billed for the ********** session. . (149.98)Claim for 2.14.23 TeamCare is not covering as they also are stating your clinic did not provide any documentation showing the medical necessity of this visit. I did not even see the provider at this time, I just did labs.

  Business response

  10/26/2023

  Hello - thank you for reaching out. We are so sorry for any inconvenience are committed to resolving this right away. Due to not being able to communicate medical information here, would you mind emailing me directly at ***************************************************** and we'll address everything. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Total Men's Primary Care,I hope this message finds you well.I am writing with regards to three outstanding invoices that I have recently been notified of, which were allegedly incurred on the following dates:July 13, 2022, amounting to $3.96 June 4, 2022, amounting to $2.17 April 23, 2022, amounting to $6.10 Considering the significant time lapse between the above dates and the present, I am deeply concerned about this unexpected and belated notification, which I received on May 19, 2023. It seems questionable at best and could potentially indicate fraudulent or criminal activity.As such, I am formally requesting a complete and detailed account of every charge that has been filed against my insurance, along with corresponding documentation showing exactly what my insurance has paid to date. I need these documents to understand the situation fully, address any discrepancies, and ensure that all transactions have been, indeed, lawful and accurate.It is worth noting that I am not comfortable entering my personal information into an online portal for verification purposes. As we all are aware, these are mechanisms often used by fraudulent entities to illicitly obtain sensitive information. Hence, I kindly ask you to provide the necessary information via a more secure and trustworthy medium.Given the gravity of this issue, I trust you will handle this request with the urgency it deserves. Your cooperation and prompt attention to this matter will be greatly appreciated as we strive to resolve this unsettling issue.Thank you for your understanding and I look forward to your swift response.

  Business response

  05/24/2023

  Hi ******,

  Thank you for reaching out - it looks like we already responded to your email directly. The 3 balances are from your co-insurance for 3 different visits. 

  We are happy to share an ERA of services billed and the response from the insurance company if you would like. 

  Due to medical records being protected by HIPAA, we cannot share them here. But if you email ** directly, we can send you those.

  Regards,

  *****

   

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an invoice in my inbox saying I owe money. I haven't used your service for months!

  Business response

  05/10/2023

  Hi,

  Thank you for reaching out. It looks like you have the following balances outstanding. 

  $6.10 coinsurance 4/23/22
  $2.10 coinsurance for 6/4/22
  $3.96 coinsurance for 7/13/22
  
  We sent statement on 8/26/22, 11/18/22, and 4/17/2023.

  Please let ** know if you have any additional questions. 

   

  Regards,

  *****

   

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Total Mens Primary Care informed me that I had 2 invoices outstanding, one for a charge regarding a blood draw that wasnt covered during my annual physical, which was correct and due. The other for a visit with a doctor that never happened.The visit was a 2 minute blood draw that the office requested that I come back and complete. There were no conversations with a physician besides your brief formalities of being courteous and welcoming. I have spoken with multiple associates without resolution. The company processed this visit with my insurance company as well, which seems pretty fraudulent as well.I am requesting that all charges for this visit be cleared.

  Business response

  04/18/2023

  Hello - we reached out to the patient via Voicemail and Email. We recognize this bill was generated in error and has been corrected.

  Customer response

  04/19/2023

  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

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 26th, 2022 I did a physical with Total **************** and they were supposed to let my health insurance know so I can get a reward for doing my physical. When I called two months later it appeared the coding was wrong delaying my claim with United Healthcare. Because of this Rally is not giving me a reward. I will file a BBB complaint with Rally but I also want Total Mens Health to do their job and fix this issue. I should have been coded as a physical for preventive care. Thank you.

  Business response

  12/19/2022

  
  
  You can give them my direct email ***************************************************** and we can resolve this. 
  
  Thanks,
  *****
  
  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Twice Ive been either charged for a service that I didnt receive or was double charged. I was told I would receive refunds and have not. The double charge was October 28 and the other service to be refunded was November 18.

  Business response

  12/16/2022

  Hi Kai - we are sending you a response directly from our email including one of our billing specialists. 

   

  Thank you,

  *****

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been charged for a service that i was not provided and have been lied to by the staff . Also was told they had a cat scan machine before i booked an appointment. I get there and they literally cant help me . I did not see a doctor of any sort and was wrongfully charged. They words were we can not help you. You would have to go somewhere else and now they are ignoring my calls and no one is returning my messages. The address to the place is ********************************************************************

  Business response

  10/21/2022

  Hello - I am so sorry for the inconvenience and the billing concern. Would you mind emailing us directly at ***************************************************** (my direct email) and I would be happy to look into the issue. 

  Customer response

  10/22/2022

  Complaint: 18151135
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

   

  Still waiting on a reply from management. I have been repeatedly calling this company and no one seems to answer . I have even been told that there a zero managers for the facility which I know I am being lied to for no reason 

  i was lied to about the services that this company offers and now am stuck with a bill after finding out at the end of my visit that they do not offer those services. ( I called and verified before making my appointment with them to ensure that those devices would be available at that location ) . I am requesting a refund this is not how you run a business . I have also been requesting information about their attorney so I can give it to mine if this issue is not resolved and the district manager has refused to give me any info and has not returned my calls

  Business response

  10/24/2022

  We received the patient's email on Friday and after looking into it responded this morning. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I was running out of my prescription so touched base with the clinic to get my prescription refilled. They kept telling me that they would reach out to the doctors and it went on and on for about two weeks. One of the doctors called me back and apologized as they were changing systems and assured me they would be sending in my prescriptions. I show up to the pharmacy and the pharmacist advised they only sent one. Im about to hit three weeks without my prescription and need this resolved immediately. This has all been at the ********** location.

  Business response

  05/20/2022

  Hello ******,
  
  We reached out to this patient and the complaint was resolved by the time we received notification of this complaint. 
  
  Please help us close this dispute out. 

  Customer response

  05/20/2022

  Complaint: 17200557
  
  I am rejecting this response because:I went to the pharmacy and the pharmacist has been trying to get in contact with the doctor on clarification on why they only provided one pill for refill. Total Mens Primary has not been responsive at all to the calls from the pharmacy or mine. 
  
  Regards,
  
  ***********************

*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. ↩