Complaints

This profile includes complaints for Tanner Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Tanner Clinic has 7 locations, listed below.

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  Tanner Clinic

  2121 N 1700 W Layton, UT 84041-8803

• 

  Tanner Clinic

  5296 S Commerce Dr Ste 104 Millcreek, UT 84107-5363

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  Tanner Clinic

  PO Box 337 Layton, UT 84041-0337

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  Tanner Clinic

  380 N 400 W Kaysville, UT 84037-3135

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  Tanner Clinic

  2038 W 1900 S Syracuse, UT 84075-9320

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:12/09/2024

  Type:Service or Repair 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.

  Upon reading other complaints as well as Facebook replies, it is CLEAR that Tanner Clinic has a standard business practice of never invoicing patients and then turning invoices over to collection to extort patients out of 7x the original amount WITHOUT EVER INVOICING. I still await a letter, email, text, or other notification. This is a grossly unfair practice. Tanner Clinic NEVER invoiced me for any services. I never knew about the debt to Tanner Clinic until someone knocked on my door to serve me with a court summons. I don't know what services I am being billed for, and I still have not received any invoice(s). However they made sure to include a copy of some arbitrary agreement that has nothing to do with a balance being owed. When I called them, they said they turned my invoice(s) over to collections. The collection agency states the invoice total is $170 (again, I have never received an invoice), but they have inflated this amount to $1200+. This inflated debt has caused me significant financial distress. I contacted the attorney on the collection agency paperwork, and the representative for the attorney kept changing the amount due and would not accept anything less than 7x the original invoice in full. When trying to discuss the debt with the law office, the only response I was met with was that if I don't pay them the amount they are asking they will just get a judgment from the judge. As a result of this ordeal, I was hospitalized for over 2 days due to a grand mal seizure for the first time in my life and I now require additional medical care. The only neurologists available are at a local Tanner Clinic. However, Tanner Clinic now refuses to provide me with new services until the debt (7x the original amount) is paid in full TO THE OTHER COMPANY. This debt is not only causing me financial distress but also directly impacting my health, as I am unable to receive the necessary medical care.

  Business Response

  Date: 01/08/2025

  Mr. *****,

  We are very sorry you never received a statement for your services at Tanner Clinic.  We looked back at our records and can verify that we sent 5 statements between 8/21/23-12/29/23. We called and left two voicemails on 11/15/23 and 12/14/23. We also sent contact letters on 11/15/23 and 12/14/23. The account was turned to collections on 1/18/2024. We can see you called us on 11/27/24, you were told that the balance was in collections and was given the contact information for Express.  We can see you contacted ******** (Patient Advocate) on 12/03/24. ******** researched the account and tried to call you back that same day with no answer. She tried on 12/04/24 with no answer again.  Since the patient is the "center of everything we do" it is our policy to not send accounts to collections unless we are unable to contact the patient, or the patient refuses to pay.  In this case we were not able to make contact.  We will reach out to you to verify if we have the correct contact information.  When an account is turned over to collections, the collections agency does add attorney fees which is why your balance is higher than the original.  

   

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22659357
  
  I am rejecting this response because I did speak to ******** and let her know the situation and she said that after speaking to her higher *** there is nothing that Tanner Clinic can do to help me and that the only way they will schedule my appointment is if I pay Express Recovery and Express Recovery refuses to accept any amount that is not 10X the original amount. I have spoken to at least 3 of your **** and they have all agreed that it is a terrible position to be in and that it is not the first nor the last they have heard of this happening. I was NEVER contacted and never notified that I had an outstanding balance. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/15/2025

  Mr. *****,

  We have reached out to you by telephone in an attempt to verify that we have the correct contact information for you.  We regret to inform you that we have not been able to contact you at the same number that you have called into our call center with.  As stated before, we have made multiple contact attempts to get the debt paid before we sent the account to collections.  Once the account goes to collections, they make multiple attempts to contact you before involving attorney's which adds legal fees to the original balance. The phone number we are using and the physical address we have sent multiple statements to is the address and phone you gave us when you checked in for your appointment. At this point the collection agency has used their resources involving attorneys to get the debt paid.   

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair 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 hope this finds you well. Im reaching out to dispute the debt regarding Tanner Clinic. My office visit was October 31st, 2023. ************** and his Medical Assistant provided me with some information that there was a test that they would like to run that costs around $2,000 and that they are not sure if my insurance covers it as many insurance companies do not cover this test. I was sent to the lab to run some other tests that day and sent home with a piece of paper which contained the name of the test and was advised that they would not run that test without my consent. I was advised that I would need to ask my insurance company if this test was covered by my insurance. I contacted my insurance company and was advised that the test is not covered. I did not consent to the test with ************** office.February 2024 Tanner Clinic called me about making a payment. I advised of the over-billing and they said they would look into it.In March and April, Tanner Clinic called me back. After describing my situation, she advised that I talk to their advocates. Using Tanner Clinics website, I used an email form to explain my situation to them and provided my contact information but never heard back from them. In May, I received a collection agency notice. I called Tanner Clinic with my concerns. He said he would research the situation and call me back in a few days. This associate reached back out to me on twice. 1) to gather more information from me and 2) to advise me that he was sending my information to the Advocates at Tanner Clinic. He told me if I did NOT hear back from him, the Advocates would take over. On June 11, I was finally able to speak with an Advocate who said she would follow up with me. I never heard back.On the same day I filed a dispute with the collection agency.July 20th, I received a collection notice that the debt is valid. I did not authorize service ***** for $2,210.00. Remove that from my bill and I'll gladly pay the remainder.

  Business Response

  Date: 07/22/2024

  ****,

  I apologize that it took so many attempts to get a response from this issue. I have researched your complaint and decided to write off the amount of $2,259.80 from the test on 10/31/23.

  There will still be a balance owed from other visits that will need to be paid.

  *****

  Customer Answer

  Date: 07/22/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/26/2022

  Type:Product 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.

  Saturday, October 3, 2020. I woke up with a loss of taste and smell so I found who was open on a Saturday, Tanner Clinic in Layton was the closest. I called, made a Covid test appointment, but had to be a patient there so they made me telecall with a doctor before sending out the person with the swab. They asked me to take a picture of my insurance card and submit it to them. I am a parent of a five year old and since I'm his sole provider, I had him tested too. They did not offer a choice of tests, they decided for me that we were getting a rapid test. November. I received a bill regarding my son's Covid test. Upon calling, they claimed they didn't have any insurance information on him. I said he's my dependent, he's covered under me. December. I received a bill regarding my Covid test. I called my insurance, they had yet to be billed - sixty days post test. January. I received TWO bills for both myself and my son. I called Tanner Clinic again. They claimed they had mailed my bills to my insurance but they were returned because of a wrong address. I called my insurance company again, they gave me a fax number. I called back the clinic and gave them the fax number. March. I received a phone call from Tanner Clinic regarding my delinquent bills. I told her this issue should have been resolved five months ago. She said, 'it looks like your bill was returned.' I agreed that had happened in January but that's why I called the clinic and gave them a fax number. Then she said, 'it looks like your son doesn't have any insurance.' I said we've already fixed that in November. He's my dependent on my insurance and if mine was paid how was his rejected?! Besides the fact that I shouldn't be billed at all because the government is requiring the test therefore the government is footing the bill regardless of insurance, that's what the Cares Act was for! My insurance had just gotten my son's bill that morning. 153 days later. $390 for both tests.

  Business Response

  Date: 06/27/2022

   These Claims were paid in full by the patient's insurance 15 months ago without any balance due by the patient. We initially billed insurance, but sent it to the wrong address, which casued the initial delay, but rebilled to the correct address and then it was paid. The pandemic caused many problems and situations that we had never faced before as a clinic and we were figuring them out as we went, so I apoligize for the inconvenience this caused. The Cares did not "foot the bill" for covid tests done in privately owned clinics, but it did provide funding for government testing sites to provide COVID testing for free, Tanner Clinic is not a government facility. Insurance companies received funding to help cover COVID tests which is why they covered your test in full. I reached out to the patient by email and telephone to discuss any further concerns and will await a reply to help clear up any concerns to questions that remain.