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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I visited patient first on 8/11/24. primary care / vaccine visit.I was told over the phone the day before the gardasil9 vaccine cost is $320 However on my 8/11 visit the vaccine was to be submitted to my insurance as a primary care visit.When I checked my PF portal the visit is notated that they transmitted the claim to my insurer on 8/13/24 It also lists the price of the vaccine at $390 + $57 for the nurse to inject me. $447. I was told $320.When I ran it by my PCP he assured me whatever they told me would be the price.Historically, I've been a pcp patient at PF for 10+ years When they transmit a claim to my insurance it shows in my insurance portal the same day.Today is 8:16-24, the claim says it was submitted 8:13/24.. I called my insurer and they verified they have not received the claim. I messaged PF through my patient portal. I received a response from ***** that simply said we submitted the claim on 813/24. She did not address the problem I exp I then called PF billing. I spoke to *****. ****** told me PF mails their claims by ***** She then said that my prior visit from 8/4/24 was transmitted 8/6/24 and not paid.. I explained that on 8/6/24 I was able to see the claim posted, and there's no way it could have been mailed **** and appeared in my insurance portal the same day, which doesn't support what she's telling me and supports what I'm saying to her. something went wrong in the transmission on 813/24 When faced with this ***** said it was illegal for her to resubmit the claim Pf billing has a reputation of not helping people straighten out problems. Today was no exception. Since UHC confirmed they had not received pf's transmission I want pf to resubmit the claim. If it gets duplicated one will be paid and the other will be declined. I would like a resolution in the next five business days.Also i expect if there is any coverge issue PF honor the price i was told, not whats billed to insurance Thank youCustomer response
08/19/2024
The company has fixed the issue!
Initial Complaint
08/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My boyfriend used my debit card without my knowledge in 2023 for a physical. The charge was $175. I have been trying to get the money back because I did not authorize this transaction. They can refund me my money and send my boyfriend a bill.
Business response
08/13/2024
Good afternoon,
While Patient First is sympathetic to ******************, she is essentially citing someone stole her credit card; therefore, she will need to go through appropriate legal channels/dispute with her bank/resolve with her boyfriend. If another patient presented her credit/debit card, authorization is assumed without directly confirming with the card holder.
Well wishes,
Administrative ServicesCustomer response
08/13/2024
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.
I called the customer service line and told them I did not authorize it and to get a refund. They said he would need to pay it for me to be refunded. So you can refund me my money and bill him.
Regards,
*****************************Initial Complaint
08/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son needed stitches on his lower lip, although he was a new patient he is covered under my insurance and I am an established patient just seen 2 weeks ago on a Sunday as well. They refused to see him because they wanted him to put a card on file that is not needed for my insurance, which is Amerihealth Administrators that has copay listed as $0 on the card. The front desk clerk and manager kept badgering him for a card rather than treat his emergency to the point he left in frustration. It is illegal to deny anyone healthcare and they did just that. Submitted is a copy of the card to show no copay for urgent care.Business response
08/05/2024
Good afternoon,
Thank you for sharing this concern. It sounds like the patient is an adult so Patient First would need to hear from him directly. Even then, an Authorization would need to be signed allowing Patient First to communicate with the BBB. The patient can also reach out to us directly at ************** Monday - Friday from 8:30am to 5:00pm.
Well wishes,
Administrative ServicesInitial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
About may 27th 2024, I went to PF on battlefield blvd in **********, I ask for a yearly physical. What I got was what they called a wellness check, I was never seen by a doctor like I was supposed to. I was billed for a physical according to my insurance. I was told they would call me about test results but was never called. I complained to them and all I got was a letter from the president that stated he was sorry for the long wait, it was because of covid. there is no professionalism here. After three phone calls to them they said they were to busy to talk to me and I would have to leave a voicemail. It is certainly negligent behavior for a medical business. If it happened to me, it is happening to others.Business response
07/17/2024
Due to no HIPAA release being on file, the patient will be contacted directly.Initial Complaint
07/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Patient First of ************************* billed me for ********** Services" (SEE First Attachment) however the services I went in for were not emergency services but were ****************** CIGNA, my insurance provider, agreed to pay the fee due to not informing me that there would be an "emergency fee" for a non-emergency visit. They, CIGNA, paid Patient First on June 15, 2024, the date they re-processed the claim for services (SEE Second and Third attachment for pages of the Explanation of Benefits showing the reprocessing of the claim and the payment to Patient First). In early July, I receive a letter from a collection agency called *********************** Systems} dated June 24 ( 10 days after the payment was paid by CIGNA) who states the payment is outstanding and then added a late fee to the amount of ***** (SEE Attachment). I have reached out to Patient First to request confirmation that the payment has been received in full and that the account clear of all outstanding balances, however received no reply. I've also requested from the ********************** Systems providing them with the re-processing of the claim as received from CIGNA and requested confirmation that the payment is received, But also received no response.I then filed a BBB complaint against **********************, however was told by the BBB rep that the the BBB could not enforce correction because ********************** is a third party (despite the fact that they are the one's proving incorrect information and failing to correct)..Patient First needs to: 1) confirm that they have now received the payment in full and 2) correct their records with ********************** Systems!Business response
07/19/2024
Good Afternoon,
Thank you for your communication. A correspondence has been sent to the patient directly.
Customer response
07/20/2024
Better Business Bureau:
Patient First failed to include their response to the complaint ID ********. The issue remains open and outstanding and I'm still waiting to receive a response and confirmation from Patient First showing that they acknowledges they have received payment in full and that they have informed ********************** Services that the account is in good standing.
Regards,
***************************Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was told that I would not receive treatment until a past due bill was paid or a payment plan was established, so I gladly paid the bill as I was diagnosed with COVID.I asked to see an itemized list of the charges, which were incomprehensible and got the list, but was directed to call corporate billing.I called billing and was treated rudely by a customer rep who, very defensibly said she (******) could not answer the billing question I had, but said she would pass on my question to the insurance **** and that it would take at least 60 days to get an answer.******? Would not spell her name for me and would not let me speak to the insurance department; whereupon she hung up.Patient Last does not offer a patient satisfaction survey, so Im registering my dissatisfaction with the BBB.I would like an apology and an answer to my question as to why my secondary insurance was not billed and then was charged a late fee.Business response
07/11/2024
Good morning. I am the appropriate coordinator to handle this complaint. I have called and left a voicemail for the patient advising his complaint was received and to offer resolution. Unfortunately, the attached HIPAA form is not filled out so I can advise on account specifics, but please let me know if you have any questions!
Thank you,
*******************************
Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to Patient First (*******************************************) on Saturday May 6, 2023, after coughing uncontrollably for nearly 3 days to the point in which I felt my lungs were going to give out! There, I received extremely poor treatment/check up that could have killed me, had I not decided to take myself to ********************* in **********, ** twos days after leaving with no hope of recovery or proper diagnosis. There, at ******, I was informed that 2 out of the 3 lobes in my lung on my right side were filled with liquid, and that I was in danger of being unable to breathe. There, at *********************, I was treated for 3 days for pneumonia, and finally was able to breath once again. I say all this to say, during my visit with Patient first I was given several tests, including LabCorp tests, none of which were proper for the symptoms I was experiencing. After going directly to Sha' *****, the ********************** Coordinator, and being denied a refund for any of the services, I now resort to the BBB to handle matters for me. Now I am asking for the $231.00 initially paid to Patient First, as well as the $297.40 still being requested from me to be refunded. Also LabCorp has now sent me to a collection agency with a total of $400 in tests owed to them from my visit, which I believe Patient First should pay for. Therefore, for clarity purposes, I would like my $231.00 returned back to me, the supposed $297.40 owed to Patient First, forgiven, and I would like them to pay LabCorp for the $400 that I now I have in collections.Business response
06/25/2024
Good afternoon,
T**** you for sharing the concerns of **************. As she relayed, this matter was previously addressed. We are sorry to hear she is still displeased with the outcome. There is nothing further to add. If ************** would like more details of the May 2023 review to be shared with the BBB, the signed authorization would need to be completed.
Well wishes,
Administrative Services
Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
6/18/23 went for urinary infection. Got email in March of 2024 stating they will be charging my debit card 442.$. Called and asked insurance company why it was not paid and was told it was never submitted. Contacted Paient First and told them not to charge me as it had not been submitted, was told they would resubmit it and not charge me. Well they never submitted it and charged me anyway. Contacted them again and got refund. Now I get another text from them 5/20/24 stating they are going to charge me again 442.$ I checked again and they still have not resubmitted to insurance.Business response
05/21/2024
Good Afternoon,
Thank you for advising of the patient's concern. Contact was made with the patient this morning. Thank you!
Customer response
05/21/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*******************************Customer response
05/21/2024
Patient First never contacted me today.
Business response
06/18/2024
Good Morning,
The patient has been contacted directly. Thank you
Customer response
06/18/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
*******************************Initial Complaint
05/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I want all the statements for every single visit since 2019. And how much it cost and the details for every single visit and what tests were performed to cost the amount for the charges that I'm seeing. I want statements for every single time I paid you. I want all the dates on these transactions. Something is not lining up with the amount of charges I am receiving from this business.Business response
05/24/2024
thank you for allowing us the opportunity to address our patient's concerns.
Because there is no signed Release of Information included in this correspondence, I will reach out to the patient personally once i have completed my review.
Respectfully,
*********************
Administrative Services Coordinator
Initial Complaint
05/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to Patient First at ******************************************************************* on July 30th for titer tests and tdap. The physician assistant, **** (******************) *****, stated that I must have my blood drawn both there at the Patient First facility and again at another lab because Patient First did not offer some of the titers. I requested to have my blood drawn only once by the lab who could do all at one draw, but ******************* refused stating that per Patient First policy they had to draw the blood for the tests they could perform despite the fact that LabCorp, the second facility, could do all.The next day I went to ******* as prescribed by ******************* to have the remainder of the tests. The end result, Patient First did NOT process the blood drawn at their faculty and LabCorp filed two claims to Cigna, five of the tests duplicated. This fraud would not have occurred if Patient First had allowed only one blood draw at one facility. THERE IS ABSOLUTELY NO BASIS FOR PATIENT FIRST TO REQUIRE PATIENTS TO BE PUNCTURED MORE THAN ONCE FOR A BLOOD DRAW IN NON-EMERGENCY SITUATIONS! Patient First then bills me $60 for "emergency services". Cigna informed me that Patient First has to correct the coding on their claim to show preventative service, I called Patient First billing and spoke to "Iris" to have this corrected who stated she would contact Patient First insurance department for a review. Both myself and ***** called to follow up but Patient First refused to answer our calls or allow vms. Now in May 2024 I receive another Patient First statement for $60 as they failed to correct the coding on their claim. It's obvious my visit was not for emergency services! The fraud, negligence, malice (lack of care that causes harm to their own patients) is unbearable! Stop the policy requiring the blood to be drawn twice for the same visit and remove the $60 charges for emergency service that I neither requested nor received! See Document of Complaint and Attachments.Business response
05/13/2024
Good Afternoon,
Thank you for advising of the patient's concern. Direct contact has been made with the patient.
Customer response
05/14/2024
Better Business Bureau:
I did not receive a resolution to my complaint. Please include the resolution in the BBB forum.
Regards,
***************************Customer response
05/20/2024
Please see the attached re my complaint #********, I received this letter from Patient First who is insisting that my visit was for "urgent care" and that they put in their notes that my visit wasn't for primary care, however I called them on July 28th (before my visit) to let them know that ***** had referred me for primary care and to confirm with them that they were on board with seeing me for primary care. I also asked for an appointment date and time and the attendant stated they do not take appointments even for primary care. And before calling to confirm this, I also checked their website re the primary care and it stated they act as a primary physician. Their notes stating state that they weren't my primary care physician are wrong, as it was the purpose of my phone call with them and the Cigna referral and my visit for primary care I was assured that was 100% covered.Customer response
05/24/2024
"I received the letter from Patient First who is insisting that my visit was for "urgent care" and that they put in their notes that my visit wasn't for primary care, however I called them on July 28th (before my visit) to let them know that ***** had referred me for primary care and to confirm with them that they were on board with seeing me for primary care. I also asked for an appointment date and time and the attendant stated they do not take appointments even for primary care. And before calling to confirm this, I also checked their website re the primary care and it stated they act as a primary physician. Their notes stating state that they weren't my primary care physician are wrong, as it was the purpose of my phone call with them and the Cigna referral and my visit for primary care I was assured that was 100% covered."
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Get a QuoteCustomer Complaints Summary
135 total complaints in the last 3 years.
43 complaints closed in the last 12 months.