ComplaintsforAdvanced Pain Care

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a patient of APC since May 2021. I have been seen in office monthly since then. They have charged me $100 copay each visit despite my copay with ****************** being $15. And last year I was charged for services even after meeting my deductible and I told them this multiple times yet was still charged. All of this is reflected in my EOBs from UHC. ****************** has already contacted their billing department on my behalf to let them know that they were billing me over their contracted amount and they needed to issue me a refund. That reference number is # D31661309544 and the insurance rep spoke to *******. After reviewing my bank statements/receipts and comparing to my EOBs I am owed $518.33 of overpayments dating back to Sept. 2022. And I believe I was overcharged prior to this as well. They knew they were overcharging me and had no plans to rectify the situation or issue me a refund of my overpayments. I have been getting the run around when I call their billing department.I have attached my receipt and EOB for my last visit. I can provide all of the others if needed.

  Business response

  07/05/2023

  Hello, 

  Our team has spoken to the patient. The complaint is because we collected $100 per her specialist benefits copay for this year, but UHC processed the mid-level per her regular o/v copay of $15.  The over payments were applied to her past due balance from last year when she was only paying her $30 copay and not her full $60 specialist copay.  We have spoken with this patient, and she is aware that we will not refund her for balances paid that were true patient responsibility.  

  Thank you. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I met my individual deductible with United Healthcare as of 10.5.22. I went to Advanced Pain Care to see if there was a solution for my recurring back pain, my first visit was on 10.25.22 and I paid in full that visit (even tho I told them I'd met my deductible, I figured I would end up w/ a credit to use at another appt). It was determined I would be contacted to schedule surgery (considered "practice" by insurance to see if I tolerated the procedure) They dropped the ball and I never got a call to schedule the procedure so I contacted them in late November and it was scheduled for 12.1.22. I again pd in full for this visit; even after mentioning I had met my deductible. There wasn't enough time to schedule the required second "practice" procedure before the end of the year so I ended my treatment at that time. I called in January to determine what overages were on the account. I was told I had over $240 showing as a credit. I requested a check be mailed to me at that time. I was told it would take 2-3 weeks. I called on March 9, '23 to see why I had yet to receive the check and was told that the original person I spoke with sent the request to the "accounts ****** Realizing I was not going to get anywhere, I asked this person when I should receive that check - said she would process a "return claim" and I would have a check mailed to me - in 2-3 weeks. All I want is to get my $ back that should have been sent to me weeks ago.

  Business response

  03/20/2023

  Hello, 

   

  We are sorry for the inconvenience. We have refunded your credit card $258.52. Please allow 3-5 business days for this to process. Thank you. 

  Customer response

  03/31/2023

  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

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a patient at ************************************************************ for medical ********************** from 08/19/21 - 01/26/22. As a result, I have paid copays, coinsurance and my deductible due to said treatment. Because payment is required up front before the charge is billed to insurance, on several occasions I overpaid said amount once the insurance processed the claim. Even after this, they tried to bill me an additional $200+ that I did not owe, because they did not post payments correctely. I have been attempting to retrieve this overpayment since March 2022. However, the billing office despite telling me they have been auditing my account, used this opportunity to rebill/resubmit claims for additional payment to attempt to decrease the amount of refund I am owed. As of 11/04/22, all claims have been processed per BCBS of ***** and no additional monies are owed due to processing. I have repeatedly emailed the billing manager ********************************* and either get no response or the response is not addressed with a date the refund will be issued. The most information I have received from her is that if/when the refund is processed it will take 3 weeks to have a check mailed to me. I have been waiting for almost 11 months since my last visit for these monies. BCBS has called on my behalf several times as is given the same run around I have been given from their billing staff. I just want my money that is due from my overpayment and have my account brought to zero dollars. This should not be so time consuming, or infuriating to get monies I paid and are owed to me. I am attaching the claims spreadsheet I compiled from BCBS for each date of service, the amount I paid and the amount I should have paid with the running balance, and balance by transaction to show how long these monies as a credit balance has been on their books. I just want my monies I overpaid refunded asap.

  Business response

  12/05/2022

  This complaint has been reviewed.  Claims were still in process when the patient originally called. We have reached out to the patient to correct this problem and are issuing her a refund. 

*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. ↩