Complaints

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:

  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.

  Seattle Pain Relief keeps contacting my residence through the phone and mail about a person that did live here at one time and no longer lives with us and has not lived with us for over 5 years now. They are trying to get a hold of **** ******* He lives in ******** We have broken all ties with Mr. ******* I don't know where he lives in ******* and do not know his number or any way of contacting Mr. *******

  

  Business Response

  Date: 01/23/2025

  Incorrect contact information was removed from the account. No further communication will be made. Called the complainant, left a voicemail informing his information was removed from our system in December. He will not receive any calls or statements. 

  Customer Answer

  Date: 01/23/2025

   
  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:06/12/2024

  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.

  I had an appointment scheduled and received a phone call 2 days before it saying my insurance was no longer accepted and the appointment was canceled. They gave me a 1 month prescription for medication and said I would have to find another provider when it ran out as well as find a provider for other services I was to receive. After many calls to many pain management facilities, I finally found one that accepted my insurance and could provide some of my required care. It took more weeks to find a different facility that could provide the other services. I was billed for appointments and services and paid 2 invoices but upon receipt of a 3rd invoice, I noticed they double billed me for payments I made on the first 2 invoices. Also, I was billed $250 for a service which was not explained. There are 2 services without any insurance payments - why?No one answers the phone number provided on the invoices for billing questions- I got "the mailbox is full" messages every time I called. Two weeks ago I emailed the billing department at the address provided on the invoices and have not received a response. Today, I called the main clinic number and was on hold 20 minutes; the gal who answered the call was nice but could not address my billing questions. She told me to call that same number again and "hit option 3", but there was no message directing patients to do so -the same gal answered my call and put me on hold for over ************************************************* summary, the Seattle Pain Relief Clinic stopped providing necessary medical care and did so without sufficient time to find other providers, creating much stress and leaving me with untreated symptoms. They double bill and the billing department does not answer phone calls or respond to emails. This is not only unprofessional, it is irresponsible with respect to patient care.

  

  Business Response

  Date: 07/29/2024

  I reached out to the patient and explained her charges and informed all services billed were services rendered. I located the excess payment and a refund check was mailed to the patient. She understood and is awaiting her refund check. 

• Initial Complaint

  Date:05/09/2024

  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 have been going to this clinic for several month's, they keep billing my insurance with office visits when there were NO office visits, ALL visits were virtual. I have spoken to my insurance company and let them know what's happening. Also they closed the office I was going to without any notice whatsoever.

  

  Business Response

  Date: 05/20/2024

  In response to the patient's complaint. I spoke with the patient and she was provided with a full refund of the $80 she requested. Additionally she was provided with a breakdown of all charges and is aware the visits were billed as telehealth. The patient was satsfied with the conversation and all issues have been resolved. 

  Customer Answer

  Date: 05/20/2024

   
  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:05/09/2024

  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.

  I left three voicemails in the billing mailbox, but unfortunately, nobody called me back. Before scheduling an appointment,I inquired about the cost of the visit and was informed that it would be $40. When I arrived for check-in, I confirmed the cost again, and it remained $40, which I paid. On the second page of the bill, there is no indication of the $40 payment.Copay of $40 and the bill are attached

  

  Business Response

  Date: 06/07/2024

  Complaint was resolver by Seattle Pain Relief. Balance on the account was adjusted off due to the patient not being provided a proper cost estimate at check in. No surprise billing for this patient. The patient was notified and provided with the necessary information about his benefits for future services. Account balance is $0.00, patient is aware and satisfied with our conversation. 

• Initial Complaint

  Date:04/24/2024

  Type:Billing 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.

  Seattle Pain Relief initiated a regime of treatment with me with prior knowledge that they did not accept my insurance. Despite my requesting (in writing via their ***** system) that services be prior authorized, this provider proceeded with a course of care knowing that such care would be my responsibility.My insurance company (Anthem BC/BS) has indicated to me today (Reference # I-C13768795) that the provider failed to follow billing procedures and has not yet provided necessary records to bill for the claim and has advised that I do not pay the amount indicated to be owing (some $893.00) as balance billing is unlawful without first taking due diligence to bill the insurer.There appears to be a pattern of billing practices with this provider that do not rise to the level of an above the board, duly licensed, provider in the State of ***********Account # ******** Invoice # **********

  

  Business Response

  Date: 05/21/2024

  Hello, 
  
  I am writing in response to  complaint ID ********. The patient is ***************************. I have spoken with the patient and he is aware there is a zero patient balance. Medical records have been sent to the health insurance for review, the necessary actions were taken prior to the procedure being rendered. Our practice was given a no authorization is required response from the payer prior to the procedure. The records requested have been sent through the availity website and are pending review. 
  
  The patient is aware a statement was generated by our system in error and he is  not responsible for anything pending records review. After a lengthy conversation with the patient we are in mutual agreement of the account being corrected and our billing department working on any denials. 
  
  He was also informed about that contract with Regence being in place when he began care and it terminating leading to the patient being discharged. He understands the contract changes and is making arrangements to see a contracted provider. 
  

  
  

• Initial Complaint

  Date:02/16/2024

  Type:Product 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.

  After repeated attempts Im not getting my refunds after my insurance has paid the clinic in full on my behalf. The attached shoes my payments to them one by check on July 5 and Aug 17. They verbally confirmed my refund but my request goes ignored by them after all this time. Please help

  

  Business Response

  Date: 03/28/2024

  Good morning,

   

  I wanted to follow up in regards to this complaint. I was able to verify the patient received a $300 check dated September 7, 2023. The patients health insurance processed and paid the claim and left the patient with a portion they were responsible for.

   

  The patient called once again in February requesting the full amount of the refund. She also received a direct deposit on February 28, 2024 in the amount of $360. The patient has received two different refunds and  has received prompt response from staff in regards to any questions she had. 

   

  This account has been settled, the patient received an excess amount of refund and I spoke with her, she stated she was happy with the results and the quality of care. 

• Initial Complaint

  Date:10/31/2023

  Type:Delivery 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.

  Regence out of network with Seattle Pain Relief and wasn't informed until a few days after I had an ablation on 8/22/23. I paid my co-pay, had the ablation, and the follow up dr calls and was billed ******** plus prior from May (which only a partial of my co-pay was applied and not the others) asking for *****. I called and left a message today and also a secure chat, but haven't heard back. First off, I was not informed when I checked in on 8/22 for my procedure that my insurance was out of network. Had I known that I would not have had the ablation and the follow up dr ************* Someone from the clinic called me a few days after leaving me a voice mail about Regence no longer in network and that I am required to pay the full bill and can make payments. This is truly unfair and I don't feel that I should have to pay the entire bill. I am willing to work out something but NOT pay that full bill. Second, they sent me a letter via snail mail that I received a week after my procedure. Regence stopped being in network with Seattle Pain Relief at the end of June. I feel this is the company's error for not informing me much sooner. I have reached out to them with no update.

  Customer Answer

  Date: 11/01/2023

  The bill shows information from 5/24 but it does not include any of my co-pays for that date and the 8/22 dates.  The letter I attached was mailed to me on 8/30/23 and I had the procedure on 8/22/23.  Again, NO one informed me about this.  Had I been made aware of this, I would have sought out another place to have this done as I am not in a great place to pay for this.  

  Customer Answer

  Date: 11/01/2023

  The bill shows information from 5/24 but it does not include any of my co-pays for that date and the 8/22 dates.  The letter I attached was mailed to me on 8/30/23 and I had the procedure on 8/22/23.  Again, NO one informed me about this.  Had I been made aware of this, I would have sought out another place to have this done as I am not in a great place to pay for this.  

  

  Business Response

  Date: 11/29/2023

  The patient was contacted today via phone call. Account issues/billing issues were resolved. The patient is aware she can continue care with Seattle Pain Relief utilizing her Regence plan. She stated she is happy with her care and the results she received from treatment. The patient does not have any future appointments scheduled at this time, but was asked to not hesitate to call and schedule an appointment if her condition changes. I asked the patient to update her BBB complaint to show as resolved. 

  Customer Answer

  Date: 11/29/2023

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

• Initial Complaint

  Date:09/26/2022

  Type:Billing 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.

  I have never missed/rescheduled an appointment last minute with Seattle Pain relief. I have been flexible and willing to have appointments moved or rescheduled including same day by the clinic. Today I was getting my daughter home from school and getting ready for my appointment, my elderly mother who is visiting me fell. I immediately called to let them know I was going to miss my appointment and reschedule. I was told I would have to pay $100 for rescheduling I have never signed anything saying I would pay that. The office lead put me on hold an extended amount of time. was told they would lower to $50 again seems outrageous being that its my first time rescheduling, they have failed to call for after procedure checkins like, rescheduled multiple of my appointments, *** left messages and sent emails with zero replies. I spoke with 3 people who said sorry but refused to offer any reasonable accommodations. I was willing to pay $50 but do not have the money for 2wks which would be after I am due for refil. I asked to pay copay at the appt, I budgeted for this and pay the $50 the following appt. I was told take less meds to make it last. This will not work, I need the meds and will get withdrawals without. I was told another med could be given for withdrawals, the med offered is not something I can take. This is absolutely unprofessional, not empathetic or understanding and is offensive. I was made to feel as though I was a liar and drug seeker. I was refused any other help to get refills needed.

  

  Business Response

  Date: 10/21/2022

  ***, thank you for brining this to our attention, I tried to reach out to your number, but you didnt respond.
  
  I have reviewed your appointments history and I see that on the day of missed last appointment you called in saying that you dont remember the time of the appointment, then you explained that your mom fell, and you are not coming.
  So, our Front Desk lead responded according to our policy,and we charge fee for cancellation within 24h (she did a mistake saying $100, and openly admitted it after policy rules $50 fee for missed clinic appointment not $100).
  

  They also offered to omit this amount if there is a doctor note confirming the reason you have described, but you declined to bring any note confirming the situation.
  
  ***, I have also reviewed your appointment schedule and I see total 1 cancellation (June 30th, 2022) 3 no shows (08/02/2022, 08/20/2022, 09/26/2022) for your appointments - this is when you are missing scheduled appointment completely without any explanation while our doctors have been booked and prepared to see you and 4 rescheduling (two requested by us, 2 by you) just for 10mo of 2022 which is very-very high rate. We are focused on providing top quality *************** experience, but this is impossible without commitment on your part.
  
  Please feel free to reach out to me if you feel I can help to facilitate this further, I left the number at your voicemail. Thank you.
  
  SPR Management

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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.

  Received a bill different amounts of office charges. I asked why and was told the providers can charge whatever they want. Did not show any payments just charges. I was also charged for a lab charge for a u.a. Kit. I explained I have to pay before I receive the kit so why double charged? Supposedly this was credited but I cant tell because none of my payments or credits are showing. The next bill again had charges that were different from providers and the office charges were much higher then before. I also was charged a Saturday visit when the office is closed. Finally I was told the charge was in error and supposedly adjusted. What is very frustrating is I do telehealth visits why a Saturday visit made no sense the worst part is I emailed called and it takes days sometimes weeks before I can talk to the bills department. I was told they were understaffed. I did have to do an in visit and they looked fully functioning to me I was also told once a month I had to go in the office, I live pretty far so was so glad I could do telehealth well I asked the provider why do I need to come in once a month? I was told they changed it! No mail or anything telling me that I had to go in once a month and provider did not have a date this change was done! I feel after I total up my payments that they owe me but again no contact. I finally asked for all upcoming appts to be cancelled and I would find a different provider. I have never experienced anything like this, and to top it off it is a pain clinic. Well just from no contact and different rates and policies it left me with more pain. I have not received another bill and honestly if I do I will need to play this cat and mouse game again. If you need copies of payments from bank please let me know and I can obtain them for you

  

  Business Response

  Date: 10/21/2022

  Dear ****,

  Thank you for taking time yesterday to discuss what happened and then actually calling back to ** confirming it is resolved and you feel better about your experience now, it is clear some miscommunication happened while we constantly working on improving our communication with patients, my understanding you have received one of the charges refund while in fact clinic lab is working on Saturdays and charges for UA can be posted with weekend time stamp.
  
  Also as per our conversation, please feel free to reach me in the future directly.
  
  Seattle Pain Relief clinic is taking patients complaints very seriously as we strive to provide top quality health care experience in *************** practice.
  
  SPR Management.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18054052
  
  I am rejecting this response because: see attachments
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/04/2022

  Dear ****,
  
  Although patients are seen Monday to Friday it is possible to receive a lab charge on Saturday as happened in your case.  We have reviewed your account and the charged balance were correct and needed to be paid as per company policy.
  
  Thanks,
  
  SPR Management

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18054052
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  a Saturday bling question was only one thing on the list. But on that note it was supposed to be credited because it was for a U.A

  and I pre pay for these, I cannot even receive the at home the ***** until paid to the company. I was overcharged and request a refund  please see my previous email below that was not addressed. I request a credit for different appointment charges. Some are charged one way and others a different amount.

  here is a full copy of what I sent previously 

  
  
  Sent from my iPhone
  
  Begin forwarded message:
  
  
  From: ********************* <*******************************>
  Date: October 25, 2022 at 7:26:46 AM PDT
  To: *****************************************
  Subject: BBB: ********************* ID #********
  
  
  ?I did receive a call from the business and that part is resolved.  I still am not sure if my payments covered everything and I was charged or over charged. The Saturday issue? I was told on previous calls that the clinic is not open on Saturdays so because they charged me for a Saturday visit I was charged for something I didnt I do, I dont do their billing that it is not me that should review their charges and it should have been taken care of on their end before sending the bill. And I did not get a resolution on why my payments are not on the bill and It would be easier for me or any patient to be able to verify if I was over charged. I feel that would be very helpful. I was not offered a refund nor was anything done about the difference in charges for the office visits. The business  continued to say some doctors charge  one amount and another visit is higher. I would like a reason for this other than some doctors charge more for supposedly doing the same exact thing the previous doctor did  at a lesser amount I am am charged more for appointments. I did call back to the manager back  because I feel I was still angry when discussing the matter and I was going to apologize for that, and the reply from this manager was requesting I contact the bbb instead of him because it would look better for Seattle pain than him to respond. He asked me 3 different times to do this and I continued to tell him no and I feel he was not happy with me asking me to do his work. He also told me he would help me if I need to go back to Seattle pain for treatment. I dont know why I would need his help for this..I certainly will not go back to them for any reason I can think of and all of sudden the call was  ended and not by me.  I just let him know I did not want to go any further in this complaint, but after all   I am still frustrated and now more because he was not happy that I would not update the complaint with the BBB that everything was taken care of. 
  https://bluecomplaints.bbb.org/Manager.aspx?m=58362444&chk=aZtW8k6NviQv6MKTlPw4dA
  
  
  Sent from my iPhone

  

  Business Response

  Date: 12/06/2022

  We carefully reviewed patient history and all the charges applied. Patient has small credit that we have issued cheque for together with full ledger and it has been shipped and delivered to patient on 11/22/2022. Patient can see from the full ledger list of what charges have been applied and dates. With regard to Saturday charges patient has only prepaid kits to be used but actual lab work was happening on Saturday, and it is valid charge reflecting the date the work was done. Regrading different amount of the charges for different visits it depends on duration and complexity of the providers service and further coordination of care, all claims are done under healthcare guideline and have been approved by patient insurance. There is no amount owning to patient.

  General Manager