ComplaintsforOgden Clinic

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Absolutely terrible billing services. We were customers for years and had to switch to Tanner. Billing was never accurate, they sent us to collections in 30 days and never send us statements even though we called and requested them. They claimed our mailing service wasn’t giving them to us, but could never tell me when statements were sent out. They pocketed our money from our HSA but claimed we never paid. My insurance company had to reach out and work with them directly to track down the money and take it all back. Last time we had contact with them they said we owed about $1,600, and never went back for additional services and now they’re saying we owe about $3,000. The “attorney” they’re using for collections is taking HUNDREDS of dollars in “service fees” too on our medical bills. We tried to fix this over the phone, tried to fix it through our insurance/HSA and they STILL can’t get the billing straight. We’ve had massive headaches trying to fix this and Ogden Clinic never calls us. We’re back to square one feeling pushed into paying an attorney because the one time Ogden Clinic worked with us on payments, they “lost” our HSA money even though our insurance said on their end they could see it was processed with the provider.

  Business response

  02/09/2024

  I reached out to our Business Office Manager regarding this account to see what happened.  Here is her response:

  "I had a chance to review this account and here are my findings:
  
  The account has a history of bad debt ($331.34 was  sent to Clear Management on 3/30/23 and was moved into collections on 6/22/23 for non-payment, $1051.02 was sent to Express Recovery on 7/28/23, and $699.52 was sent to Express Recovery on 11/10/23).  All are now in a legal status.
  Before sending the account to Clear Management (3rd party contractor) we sent out 3-4 statements to the current address on file.  Once Clear Management received it they began making phone calls and sending notices – they did not receive a response and forwarded it to collections.
  Before sending the account to Express Recovery we sent out 3-5 statements to the same address, placed 3 phone calls, sent a final letter, and sent 2 text messages.
  
  We have received several payments from HealthEquity for this account, but they are date of service specific and we did not receive payment for the dates in question.  We do have record of a phone call in from the patient letting us know she had submitted the payment through her HSA, but that we do not have record of it.  We asked that the proof be sent to our shared email, but never received anything.  This was escalated to [a supervisor] who attempted to contact them regarding the complaint three different times with no return call. 
  

  There are also no notes that the insurance ever contacted us to track down payments.
  
  I honestly could not see any mistakes in our process, so the collections and attorney’s fees are valid."

  Customer response

  02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Information was sent to me from Ogden clinic showing statements for the last 18 months. The information in the statements your office mailed does not equate to the amount that was sent off to collections. I received ONE phone call from the “escalation manager” and never heard back after that. My insurance did reach out in regards to the lost payments in the amount of $1,400, because they advised me they could see the money had been received by Ogden Clinic and they returned the amount to my HSA after a few weeks when they sorted the matter out. My insurance has been helping me figure this out more than Ogden Clinic has been willing to. I never emailed proof of payment to Ogden Clinic as requested because my insurance advised me they could sort the issue out on my behalf as I was working with an escalation manager there. Again, the information that was just mailed to me within the last week showing the balance sent to collections does not add up to the amount actually in collections. There is roughly a $1,700 difference that I believe is what I owed without insurance, but then insurance was processed and paid. I believe the amount in collections is grossly incorrect.

  
  Sincerely,
  
  ******** **********

  Customer response

  02/16/2024

  Attached are a few screenshots of payments made to Ogden Clinic through my HSA, which they previously stated they did not receive. Upon further research, I believe Ogden Clinic did not send me the full year statement like I had requested as there are multiple pages missing in comparison to what my HSA shows for service dates. I would like to re-request Ogden clinic to send me a full service statement history for 2023, and not just what they sent off to collections. The amount they sent me in paperwork (attached is an example page) does not add up still to what is being reported with the collection agency.

  thank you

  ******** **********

  Business response

  02/20/2024

  Hello, I will have Robin, our Business Office Manager review these documents and reach out to the patient to see if we can't resolve this concern.

  Customer response

  02/26/2024

  
  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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife took our teenage daughter to the Pleasant View location today, 1/29/24 for 1:30pm appt. Rep at clinic said appt was for last week 1/22/24 and not today. My wife is insistent it was for today and not last week, she said rep offered those two dates and elected 1/29. My wife is a public school teacher and had to arrange for a substitute teacher and use leave for the afternoon and also our daughter missed afternoon classes. Our daughter wasn't able to be seen today and had to reschedule for this Thursday AM causing me to now miss work and my teenage daughter to also miss more class time. Ogden clinic's scheduling mistake cost our family time and money. I am not happy and trust my wife is correct, she even sent a text to me on 1/17/24 to advise of the 1/29/24 appt to see if I could take her which I could not. I would like a direct call from a Manager to see what will be done about this.

  Business response

  01/29/2024

  We have forwarded this complaint to the clinic manager who will reach out to the patient.  We apologize for the interaction that the patient had with our employees at the Mountain View Clinic.  We will work to train staff on customer service interactions with all of our patients and will work to better accommodate patients when mistakes like this happen.  Thank you for bringing this to our attention.  We will use this interaction to improve.  

  Customer response

  01/29/2024

   
  Complaint: 21216522
  
  I am rejecting this response because: Awaiting phone call as indicated in business response.
  
  Sincerely,
  
  *********************************

  Business response

  02/08/2024

  Our Practice Administrator at that location is attempting to contact the patient via phone.

   

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