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:06/20/2024

  Type:Sales and Advertising 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 paid $2206 for delivery fees to MacArthur Obgyn to be able ti keep my obgyn *************** as my delivery dr. ** care had to be transferred to UT southwestern so i contacted the billing office for **************** obgyn to get all my money refunded. They only refunded me 1900$ and have been refusing to refund me the te remaining balance. The felivery fees was to strictly ho towards delivery fees not office visits. Conveniently the billing office is holding my money claiming i had a 2 pending claims back in may and now they are saying the claims are being appealed. I never agreed to have the money i paid upfront for delivery fees to be used for office visits that they should be billing for! I have been asking for my refund for over a month and no resolution

  Business Response

  Date: 07/29/2024

  The estimated fees quoted to our patient were for maternity care which includes all prenatal, delivery and postpartum visits with the MD.   On 05/20/24 we refunded $1997.00 to this patients credit card.  The remainder was applied to visit/claim balances after insurance processing.  The patient was supplied with a detailed account ledger reflecting all insurance processing, patient balance, and payment allocations.  To date, there remains 1 claim pending to the patients secondary insurance.  Thank you.

  Customer Answer

  Date: 07/29/2024

  I am rejecting this response because:   
  the billing office has ignored my calls and messages. Aither my secondary insurance ended coverage in april and the billing office was notified they purposely didnt file claims on tome to charge me the full balance. Billing office has lied and said it was 3 unpaid claims, then two claims and now one unpaid claim 

  i never agreed to pay for in office cisits the down payment was for delivery fees only and i should have reveived my full refund 

  they are thieves 

  Business Response

  Date: 07/30/2024

  Dear Ms. ********************* you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We strive to provide excellent customer service to our patients. We understand that benefits can often be confusing and we do our best to communicate what those out of pocket costs will be prior to the service date. 

  We do show multiple messages between you and the Billing Manager regarding the refund due on account and outstanding claims. We filed all claims within timely filing requirements and are at the mercy of the insurance plans to process any outstanding claims. Any remaining credits were applied to your balance as per your insurance plan benefits. It is our contractual obligation to your insurance company to collect on any copays, deductibles and coinsurance. 

   

   

  Customer Answer

  Date: 07/30/2024

  I am rejecting this response because:   I dont know how many times I have to repeat myself. I went to a doctor visit February 2024 where they told me that I had to pay $2400 in delivery fees. I asked if that included prenatal visits or any other visits and they told me that was just to keep ******** as my delivery doctor if I didnt pay the $2400 I was gonna be dropped as his patient the $2400 was supposed to be only for delivery fees because I hadnt met my deductible this is this does not include, any office visits any sonograms. I can send proof of all the doctor visits that I was billed that I paid because I was up-to-date on all my visits. The billing office manager is a liar and a thief as well as a hold of people that work in the building department. I am tired of asking them to give me my refund because again the $2400 was only for delivery fees. I never agreed to use that money for office visit or any visits that were not covered by my insurance I understand that, any visits not covered by my insurance were supposed to be my responsibility, but I shouldve been billed for those visits. I can call **** and reach out to them if necessary and provide proof that they are lying saying that they submitted the claims on time because the ************** was notified early March that my coverage was eighth there was ending April April 1, 2024 when I spoke to her, they told me that doctors office admitted claims after April 1 they were trying to submit claims for dates of service from February and they try to submit them back in ****** they cannot sit here and try to say That claims were submitted in a timely manner. At this point is very clear that this office likes to steal money and and and Im not refunding their patients and they dont care and I and I understand if I dont receive my refund but My at this point into the principal that they are thieves and other people should be aware and knowthis is the worst OB/GYN office in ******. It has been a lot of back-and-forth with them for 4 to 5 months already and with no resolution. I can provide screenshots and messages threads if necessary. I was very clear about my benefits and I always verified and confirm. I understood my benefits again. The $2400 was supposed to be used for delivery fees only.
  

  dr visits were paid separately and billed separately. 

  it is odd that they cant even provide a supporting document or a document with my signature agreeing to use my delivery fee money for unpaid office visits

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair 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.

  On 2/23/24 I had a medical appointment for potential complications from a very painful uterine biopsy. After a sonogram came back normal, an examination determined that pain was mostly likely from a pulled muscle. ******************** did a swab to send to the lab as a "just in case" scenario, but did not disclose what was being tested. On 3/18/24, I received a bill in the mail from Arbor ******************* for 17 different tests and charges, including charges for tests that had nothing to do with a potential complication from the biopsy. Due to privacy reasons, I will not be disclosing those specific tests here. I called Arbor ******************* and they told me to contact ************************ office and I let them know that some of these charges were going to be disputed. I contacted ************************ office and was on the call for ********************************************* to contact the pathology lab. I finally ended up talking to an ********, who relayed to me that what was submitted was a "specimen vaginitus STI full spectrum panel," but she was unable to communicate with me what testing that included. I told her that some of these tests had nothing to do with a complication from a uterine biopsy and she asked me if I had blood work done. Shouldn't she be able to see that information? At that point, it was not worth continuing the phone call because I was not getting anywhere. I went online to the patient portal and asked why I was being tested for more than I should have been, but as of today (3/26/24), I have received no response. I want ******************** to communicate with the lab that certain tests should not have been performed, the unnecessary testing removed from my billing, and from my insurance.

• Initial Complaint

  Date:09/09/2022

  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.

  I went into my 3:45 p.m. appointment on September 8, 2022, and walked into the office at 3:30 p.m. I waited in the waiting room for 1 hour before mentioning to the front desk that it had been an hour and that I just wanted to make sure I wasn't skipped. I was taken to a room at 4:45 p.m. and lay on the medical bed for another hour, halfway naked waiting for the doctor. It was 5:45 when Dr. **** ****** walked in and said, "I'm sorry for the wait" and I said, "It's been 2 hours and I've been lying here for a whole hour." He got really upset and said my attitude was horrible so I was going to have to find another doctor. He proceeded to tell me all his patients were screaming at him and that he didn't need "this", and that they are short staffed and opened the door as wide as he can while I'm still half naked on the bed. I put on my pants and open the door and ask him for his supervisor's number and he proceeds to scream, "I am the boss. I am the owner. There is no one above me. You're talking to the boss" and doesn't give me any number. I asked the staff and they all pretend I don't exist, standing there in the hallway. He came back up to me and starts to try and apologize and tries to get me to go into his office but I said I didn't want to talk to him and I won't be going anywhere with him because I don't trust him anymore and how unprofessional he was and that behind closed doors, he can say a lot of things but in the open, he wants to apologize. He then screams at me, and I quote, "I don't give a **** about closed doors." and he walks away again. Now I don't believe this is a professional environment at all. I am 9 months pregnant. This better be addressed.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/26) */ Unfortunately, there was indeed a verbal dispute between this patient and one of our providers on the 8th of September 2022. One item I would like to share is that our provider was threatened to be physically assaulted by the patient's partner. Even after the threat, the provider tried to calm the situation and provide the necessary care to the patient. Due to the severity of the threat and after the research we performed on the patient's partner having another similar occurrence in California in the county of San Diego we have had off duty officers located at each of the offices within Irving to protect our staff and put them at ease. This significant expense was deemed necessary by the statements and conversations we had with external staff, providers, third party personnel and our own staff internally that witnessed this incident firsthand. I feel that my statement is adequate, but felt it best to include the statements we received to this unfortunate circumstance. Thank you for your inquiry and please let me know if you have any questions or need further information on this matter.

• Initial Complaint

  Date:05/12/2022

  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 went to this clinic for my pregnancy related routine check up on 3/24/22. They did ultrasound for typical procedure and then doctor saw me. Few weeks later I received a bill for two similar ultrasounds on the same date same time visit. That DOESN'T make any sense to me or anyone in my family. I call the doctor's office many times- yes literally so many times and each time it went to their billing department voice mail. It looks like no-one doesn't care and you have nothing to say but must pay the bill whatever it is. I call their front desk they have no answer but just refer to their billing dept which is unreachable. I left voice messages many times but no one called me back and that pushed me to file a complaint here. Only lately a person called me and just informed me that I was given two ultrasounds in two different positions etc. Again that doesn't make any sense and this is my third pregnancy and I am not naïve. I was there and I did not see anything like that but just a regular ultrasound NOT TWO different. I only went to that clinic because of the OB/GYN specialist got a better review. But it's really disappointing that they charged me doubled the amount for the same procedure on same day same time. I was never ever given a hint of it. And obviously they will next (if it happens!) suggest me to talk to my medical insurance which is another hectic. On top of all these this has already created a lot of stress, hassle during my pregnancy. This is why I had to come to this platform to get a better resolution and I'd like to share this experience with others who are seeking similar medical assistance and planning to go to this clinic. I can't accept this double ultrasound charge by any means. And I am requesting through BBB to remove this additional ("extra") charge immediately so that I can only pay what is rightly due.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 9, 2022/06/09) */ Dear Patient of MacArthur Medical Center, Thank you for taking the time to communicate to us that our medical practice did not meet expectations. MacArthur Medical Center has been providing high quality patient care for over 20 years, and patient satisfaction is one of our top priorities. We understand the need for a timely refund and MMC works closely with our patients and their insurance providers to ensure that there are no errors and that any questions or concerns are addressed. MacArthur Medical Center has a dedicated team of billing and insurance professional who are available to help you manage your concerns. Please accept our sincerest apology for any trouble or confusion. We highly appreciate your feedback as it will assist us in becoming better at what we do. We hope to retain you as a satisfied patient at our medical practice and hope to continue to provide excellent medical care in the future. At MacArthur Medical Center, we practice with a patient-centered approach, striving always to meet our core values: Compassion, Integrity, Teamwork, Innovation, and Excellence. We work diligently to provide quality care to all patients.