ComplaintsforUrological Associates, LTD

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with a kidney stone for three weeks a week prior to this week. I schedule an appointment to somehow get scheduled for a procedure to have the kidney stone removed. If youve ever experienced a kidney stone, you know the agonizing pain so when I called you best, believe when I heard they have one open spot available Id jump on that however, during that whole conversation not one mention that it was first come first serve so I got a call later in the day to be explain to that I would have to be rescheduled because someone took that spot. Mind you I had to clear my schedule for an appointment later that day to be seen the following day. What was the point of scheduling an appointment if was first come first serve. Not to mention the disrespect from each and every office personnel in that office. I honestly think you should lose your job since you dont know how to talk to people find a position where you dont have to talk to people at all

  Business response

  02/19/2024

  Patient was seen by the physician on 2/6/2024 for a kidney stone.  Patient was provided the following options for treatment; Lithotripsy, ureteroscopy or waiting for stone passage.  The patient chose to just wait for now and recheck in 3 weeks.  She was to call should her symptoms worsen.  She called the morning of 2/12/2024, stating she was having increased pain and would like to schedule lithotripsy.  She was offered an appointment later that same AM for re-evaluation of her kidney stone and to possibly set-up lithotripsy for the following day; however she declined stating that she could not arrive prior to 1:30 pm.   She was given an appointment for 2:00 pm.  In the mean time; several patients were seen with kidney stones and pain as well and they were scheduled for lithotripsy.  Our practice is only allowed so many spots to schedule patients for this procedure.  These constraints are set by the hospital, depending on their staff, and the provider of the lithotripsy machine.   Ms.  ******* was not promised a spot - she still needed to be "worked-up" to determine if she met the criteria for treatment.  The receptionist was trying to be kind by calling ****************** to let her know that all the time slots available for lithotripsy treatment were filled so she would not waste her time, gas, and money; but she became very irate and belligerent over the phone.  Please see attachments for additional facts related to this complaint. 

  Customer response

  02/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This location has been known to call the cops on several of their patients. I have two writing a statement for my lawyer. So this comeback is more than likely a routine for them. 
  The statement the facility provided its filled with lies, confusion, and does not correlate with anything that is in the public police record, which has also been obtained.
  I have also requested ******* to send me recordings of this phone call because theyve also lied and said that I cursed at them on the phone which I know for a fact I did not. I do recall asking for a referral over the phone since their lack of organization and the system failure shouldnt fall back on me. It will show that the young lady did not once say that it was the first come first serve and did not offer me a morning availability. Because it was almost 10 anyways. It was stated during the phone call that the doctor only had afternoon availabilities. I also suggest that they provide phone recordings as well. This statement also states that they provided me a piece of paper of a referral to another doctor that was given to the cops. I will also like to point out That this referral was asked for on the phone before coming into town. Which again the lady who wrote the statement attached to this complaint stated it was not able to be given to me. So again, the statement that this facility has provided is filled with lies and misinformation to protect themselves. I also did not sit on the floor but I did, indeed, tell them that I would, until the cops arrived, since they thought, threatening me with the cops would scare me. I stated I already called the cops because again they are known for calling the cops on patients. Another example of how they are liars. My mom called within 30 minutes after speaking to me about the situation and they told her they did not call the cops but the statement that provided it states that they did call the cops. I also sat in the waiting room after they got off the phone with the cops, but the cops told them to close and lock and close the door? With me inside still? Thats not in the police record. One of the staff members came out to tell me the DOCTOR wanted the door locked and closed. 
  The cops also mentioned that they did not receive a phone call from me from that district the phone call that the facility made was the first phone call regarding this matter. So again they lied about calling the cops because they have done it multiple times to multiple patients before.
  
  I have attached my review and the response to this complaint, along with other reviews of the same issue Ive had with the receptionist staff, being illiterate and disrespectful. I also have the right to take photos of a public facility, because obviously, they are shady. so I dont understand why that was mentioned, but I can guarantee you its mentioned because thats their way of trying to play victim again. 
  
  this was mentioned to another doctor in another county and they were appalled. I have no reason to lie to anyone about anything regarding the situation. 29 years on this earth I have never looked down or yelled at a medical professionaluntil coming to this location. The math equals to them being the issue. Please advise them to communicate with my lawyer. ]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Urological Associates has put no time into fixing a billing error that occurred with covered services that ended up with money being taken back. They are not outright lying about how I handled these phone calls and have sent me to collections, despite not being willing to follow up with *****.

  Business response

  12/08/2023

  I am writing in response to the audacity of ******************** complaint.  We have a notebook on his case filing, refiling with his Cigna.  He came to us in 8/22 for sterilization consultation/he had vasectomy on 12/15/22.  We sent claim to Cigna and they paid on 12/23/23. They requested a refund on 3/8/23 which was sent to them. Patient informed asking us to refile which was done on 5/25/23, ***** denied as a DUPLICATE. We refiled his consultation to ***** on 9/1/22, Cigna paid 9/7/22. ***** requested refund for this on 3/8/23.  We informed **************** telling him he had to straighten this out with his *************** as we cannot make insurances pay us.  He informed us that "he was not paying this **** Bill".  He asked us to refile to Cigna on 5/25/23 and Cigna denied as a DUPLICATE 5/28/23. All of this can be seen on the enclosed copies of the claims and denials from Cigna attached.  These forms were also uploaded and sent to **************** on 9/6/23 per his request as he was going to get in touch with ***** and show them what had been done. We sent him numerous bills telling him of this due amount.  We never heard from him until 12/7/23 when his mother called me stating ***** told her they had sent us a letter requesting our Tax ID # and our address. She was informed -  we had received nothing from Cigna.   It was  explained to her that this information was on the **** claims forms sent to Cigna and they had to know what the number and address were as they had paid and  asked for a refund numerous times, but information was given to her. She was informed that she  could have Cigna contact us if they needed any further information.  ******************** then proceeded to call us with his frustration regarding this situation as he was sent to Collections.  He was told that after we uploaded the information and sent to him, he never responded to our ******, so how were we to know if he had been in touch with Cigna or not and what was going on.    I also told him he could have anyone at Cigna call us if they needed anymore information, at which time he told he was going to **************** and his mother gave their telephone numbers so we could call them if ***** did come through and repay,  and we agreed to call both of them if ***** did repay.  We feel that everything has been done to get this account paid by ***** from our ****** standpoint; we feel that we have been more than courteous and helpful with the Steeles; but  we don't feel that **************** has been truthful with his account of what has happened as you can see by our multiple attempts to get his claim paid.  It seems like **************** is another disgruntled customer with their insurance company and putting the blame on the doctor's ****** when he should be putting in a complaint to you for HIS INSURANCE. Please contact us with any information that we can do to help get this resolved.  

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