ComplaintsforForefront Dermatology, S.C.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 28th visited Seacoast Dermatology/ Forefront Dermatology in ****** ** and paid ****** for initial appointment. I was advised that additional payment might be required depending on appointment outcome: for example, if more tests will be needed - I agreed. Appointment was less than 10 minutes, and I was told that I have nothing to worry about (in regard to the issue I came with) Left the room with a bill which indicated "0" payment and was asked to give it to the receptionist which I did. On August 28 received a paper bill saying what my visit cost was ******! and that I have to pay a remainder which is ******! Where in the world would we pay $474 for a 10 min conversation with a nurse practitioner?!!! I found it highly unethical and unfair to be scammed by healthcare professionals.

  

  Business response

  08/29/2023

  Thank you for bringing this concern to our attention.  I see where it is noted that a HIPAA release was offered and accepted on 8/28//23.  Will you please provide a copy of the release so that we may have it for our records?

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have no records of above mentioned HIPPA. 
  
  Regards,
  
  ***************************

  Customer response

  09/01/2023

  Attached is signed HIPAA.

  

  Business response

  09/05/2023

  Thank you for providing the ***** release. We are looking into this matter and will provide a response as soon as possible. 

  

  Business response

  09/12/2023

  Thank you for bringing this to our attention. We take all concerns seriously and have been in contact with the patient. As a courtesy we have adjusted the balance on her account and will send her an itemized statement. This matter was resolved on 9/8/23 . Thank you. 

  Customer response

  09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the Forefront Dermatology office in *******, ** on 06/26/2023 for a visit to get acne medicine. There was no discussion of charges, so after agreeing to a prescription (and paying for the medication myself at a pharmacy), I was charged a bill of $464.44 just for getting a prescription. I called the billing **** for an explanation of why I was charged this amount, and was not given a clear explanation as to why the bill was so expensive, or a breakdown of the charges.

  

  Business response

  08/28/2023

  Thank you for informing us of this concern. Please provide the ***** release so that we can promptly respond.  Thank you.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 5th I was double billed for services rendered for a check up from ****************. They received my first payment and did not apply it to my account. I received a bill again and mistakenly paid it. When I realized I paid twice i contacted patient billing and told them the problem. They could not find the check that was sent via UW CREDIT UNION . I thought it was odd that they couldn't locate it. After several calls and emails showing them that the checks were cashed by them, they still would not refund the balance of $223.13. I talked with ***** and she told me she would address it and get back to me. She never got back to me after multiple attempts . Im not sure how to get this payment back Please assist.

  

  Business response

  08/24/2023

  Good morning. We are in receipt of the complaint filed by ********************. The complaint noted that a HIPAA Release was offered and accepted on 8/24/2023. Please send us a copy of the release so that we may proceed with responding to the complaint.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I attended a scheduled appointment on 6/1/23 and had 1 skin tag and 1 mole removed. The mole was sent off for biopsy. The billing prices charged by this business are downright predatory. I was billed for the following:11102 - $378 ***** - $369.36 ***** - $38.33 ***** - $734.12 According to the *********** Consumer webiste, here are the 80th percentile prices I could expect to pay for these services:11102 - $265 ***** - $235 ***** - $16 ***** - $163 The prices I was billed should be illegal. I would like an adjustment to my bill to reflect the accurate, fair-market price of these services

  

  Business response

  08/23/2023

  Good morning.  We are in receipt of the complaint filed by *********************    The complaint noted that a HIPAA Release was offered and accepted on 8/22/2023.  Please send us a copy of the release so that we may proceed with responding to the complaint.  

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please find my signed HIPAA release authorization attached to this response
  
  Regards,
  
  ****** ********

  

  Business response

  08/25/2023

  Thank you very much for contacting Forefront Dermatology.  We take all concerns seriously.  We have been in contact with the patient and have clarified the charges and his financial responsibility based upon his insurance benefits.  We have come to agreement on a plan for him to pay his remaining balance.  Should you have any questions, I would be happy to discuss further.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in for a skin screening and to discuss some other skin issues ive been dealing with for years. i went specifically to forefront due to a interview i had with them in which i saw *********** a provider there treat his patients with the utmost respect, and genuine care for his patient. he took the time to hear his patients concern and address every single one. i decided that this was a good place for me to get seen even if i didnt get hired. now a few months later after settling in from moving from out of town i set up an appointment they informed me that the provider i was seeing ***************************** was the only available provider and ensured she was fantastic. the experience i had was far from it. i work in the medical field, quite frankly this is what i do every single day. and i can tell you the care i recieved was unjust. she went in there, already knowing my history of skin tags, rosacea, psoriasis, and basically reiterated that thats whats going with no resolution. she basically said i just had to deal with. she took a two second glance at a mole i had that has been changing and said its fine. the visit lasted two minutes. it took her more time to input her notes and room me than the actual visit. she reiterated what i already knew with no resolution. my face hurts, the rosacea is getting worse. i now have to go see another provider due to the ingenuity of the care i received. i will not be coming back. upon further digging i found out that ***************************** is KNOWN to rush her visits. and id be more than glad to provide all the reviews, complaints and issues that have been associated with ******************************* care. while i understand visits are limited to a set amount of time, a two minute visit is not worth over $250 in charges. not when i left out of there with my concerns unaddressed.

  

  Business response

  07/14/2023

  Thank you for bringing this concern to our attention.  I see where it is noted that a HIPAA release was offered and accepted on 7/14/23.  Will you please provide a copy of the release so that we may have it for our records?

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [hello, i dont have a copy of the form your asking for i did fill out the hipaa release forms with bbb upon filing this complaint. if you provide the form i can once again fill it out and submit. thank you

   Regards,
  
  ***********************

  Customer response

  07/18/2023

  AUTHORIZATION FOR RELEASE OF HEALTH INFORMATION TO Better Business Bureau
  
  The **************** Portability and Accountability Act (HIPAA) and certain state laws require all health care providers and health insurance plans to maintain the confidentiality of protected patient health information.  Accordingly, to assist you in resolving your complaint, we need written authorization and signature below.
  
  To:  bbb/ forefront dermatology __________________________________
   (Identify the health care provide or insurance carrier)
  
  I authorize:
  
  1.         my health care providers and health insurance plans, including my insurance carrier or HMO, to release to Better Business Bureau (BBB) any medical, payment or insurance records related to the complaint I filed with the BBB so that the BBB, at my request, *** assist in the resolution of my com plaint;
  
  2.        the BBB to use or disclose any medical, payment or insurance records related to my complaint to my health care providers and health insurance plans to the extent necessary to assist in the resolution of my complaint; and
  
  3.        the BBB to use the information about my experience for research on industry marketplace practices.  The research *** lead to the publication of aggregate and demographical data but will not result in the reporting of publication of any protected health information.
  
  I understand that:
  
  1.         the BBB *** re-disclose the information it receives and thus HIPAA or state law *** no longer protect this information;
  
  2.        I *** revoke this authorization by giving written notice to the BBB;
  
  3.        if I revoke this authorization, then the BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint;
  
  4.        the authorization to disclose or use my information for non-research purposes expires upon the closing of my complaint;
  
  5.        a photocopy or facsimile of this authorization will be valid; and
  
  6.        my health care provider and health insurance plan *** not condition treatment, payment, enrollment or eligibility for benefits on my signing of this authorization.
  
  
  
  ______Raquel Manon ************************************************************************************************************************************************************************************* ___07/18/2023_________________
  Signature                                                                              Date
  
  
  
  *********************** _________________________________
  Name                                                                                                
  
  
  
  ____________________________________
  Relationship (If the person signing the release is not the patient, please state the relationship to the patient)
  
  PLEASE NOTE:  All complainants 18 years or older must sign this authorization, unless they have a guardian, personal representative or are incapacitated.  If so, the signer must submit written proof of his/her authority to act for the complainant.  A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.

  

  Business response

  07/28/2023

  Thank you very much for contacting Forefront Dermatology.  We take all concerns seriously.  ************* has reviewed the patients  concerns and documentation from the associated encounter and remembers the encounter as well. While ************** is confident that the care provided was clinically appropriate, we have spoken with the patient and arranged for her to see another doctor at the clinic for a second opinion at no additional charge.  Should you have any questions or wish to discuss further, please don't hesitate to contact us.

   

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

  VP of Compliance, HIPAA Privacy Officer

  Forefront Dermatology

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  To begin id like to mention that although you feel your provider did a good job i am not the only patient with the same complaint. second the resolution is not satisfactory as the provider im scheduled to see has very limited availability with my schedule and his schedule it seems the availability is not fit for either of us. with that being said i did contact the ******** location and left a voicemail regarding canceling the appointment and receiving another resolution. however i have not heard back. i will be seeking care elsewhere. 
  
  Regards,
  
  ***********************

  

  Business response

  08/04/2023

  Thank you for giving us the opportunity to try to come to a mutually acceptable resolution.  We have informed the patient that we adjusted off the balance for her visit in an effort to resolve her concerns and improve patient satisfaction.  

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Hello , upon checking the charge has not been waived ive recieved another bill as well as the insurance has not recieved anything from you guys waiving the charge. ive attached a screenshot.]
  
  Regards,
  
  ***********************

  

  Business response

  08/16/2023

  We followed up with this patient yesterday and advised that she could disregard the bill as we have confirmed that the charge was voided on 7/31/23 and the patient does not have a balance in our system.  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Forefront Dermatogoly in **********, **** told me it would cost $178 to see one of their doctors. I made an appointment and paid this amount by check (it costs more if you pay with a credit card) on the date of my visit on June 26, 2023.The condition was diagnosed as a fungal skin infection.At no point when I made the appointment was I told that there would be a further charge for what was a 20 minute visit, which was not with a doctor but a physician's assistant.On 7/4/2023 Forefront Dermatology sent me a bill for $321.As I noted before, when I contacted Forefront to schedule a visit, they told me it would cost me $178, which I did pay. At no point was I told that my bill will be almost double that until they sent me another bill in the mail.Separately, Forefront Dermatology sent me a link for customer service feedback after my visit; however, the link did not work and I was unable to provide my feedback.

  

  Business response

  07/10/2023

  Thank you for notifying Forefront Dermatology of this complaint.  Will you please provide a copy of the ***** release for our records?

  

  Business response

  07/18/2023

  Forefront Dermatology does ensure that we provide outstanding customer service to our patients.  We did review this concern with the patient and have found a resolution that is satisfactory to both the patient and Forefront Dermatology.     No further action is needed.   

  Customer response

  07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Forefront Dermatology assured me they would make a correction to the billing statement stating I have no billing charges due..
  
  Regards,
  
  ******************************
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After performing a routine skin inspection ************ offered to remove a blemish as "a courtesy" and said I could come back another time if I wanted to have any other blemishes treated. Then he charged me almost $400 for the "service" (about 90 seconds of freeze-dried air).I paid the portion of the bill I had authorized (the skin exam), but when I told the billing department about the issue they refused to remove the charge or do anything about it. They said I had signed a consent form (which was presented prior to the appointment and prior to **************** offer to remove the mole as a courtesy) and made no effort to help. I'm also pretty sure they never even asked him about it.

  

  Business response

  06/16/2023

  Thank you very much for contacting Forefront Dermatology. We take all concerns seriously.  We have made a number of attempts to try to reach **************** to discuss his concerns but unfortunately we have not had any success connecting with him,  Nonetheless, weve adjusted the balance off as he requested in an effort to try to improve patient satisfaction. We sincerely apologize for any frustration or confusion **************** encountered with his visit to Forefront.  Should you have any questions, please don't hesitate to contact me directly at ************.   

   

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

  VP of Compliance, HIPAA Privacy Officer 

  Forefront Dermatology

  Customer response

  06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Forefront Dermatology SC quote $571.76 by phone on 3/7/2023 for a cyst removal procedure. Procedure was done on 4/7/2023. Final bill was $1819.04 for which I am responsible for $897.72 Their billing representative said additional incision work was done. I was not informed of this at the time of the procedure.Forefront submitted the bill to their review department on 4/18/2023 per my request.My Forefront account numbers on portal: MRN: ********** ID: *******

  

  Business response

  04/28/2023

  Thank you for the information provided in this complaint.  We do take our customer satisfaction seriously, and have found a resolution acceptable to the patient for this date of service with us.    This was resolved with the patient on 04/24/2023.  Thank you. 

  Customer response

  05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called as a previous patient of *******************************. She was not available for 2 weeks, so I scheduled a the first provider available which was ************. I was told on the phone my cost would be $178 as I was uninsured. When I arrived, to my pleasure I was told I would only have to pay $150. I paid this amount. I did sign a disclosure stating the cost may be more if other services are provided ie: biopsy, X-rays etc. I was in and out within 10 minutes. I was not touched nor had any work further done other than visual exam. I was told there was nothing they could do for my condition and that I would have to wait for it to go away on its own. I was told I could purchase a lotion they sell at the front counter to help. I did purchase and paid additional $60-70 for the lotion. Its over 6 weeks later, my condition hasnt gone away still. To my surprise I receive a bill for an additional $324 for my visit. Which states I was a new patient who had an office visit. I see in other reviews this happened to others. I was supposed to pay the $178 as a new patient since I havent been to forefront since 2018. But this was never disclosed to me. And since I was only charged $150 it would appear as though I wasnt charged as one either. I dont see how a visit is $474 when NOTHING was done other than a gown put on and a visual exam that took 1 minute and I was told there was nothing they could do. I never had this issue before when I went to ******** on several occasions between 2017-2018. I dont understand the price gouging and unreasonable practices. They are not upfront about how much a basic visit is. Again, nothing was done for me, but they sold me a lotion they make and I mistakenly bought it. Way to up sell me for something that didnt work and then ***** me for the visit you did nothing at. I am highly disappointed. This is a sneaky and dishonest practice to not disclose upfront an estimate for *************.

  

  Business response

  03/24/2023

  Thank you for informing us of this concern.  ***** to responding we will need to receive a HIPAA release from **************.

  Customer response

  03/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  If a HIPPA release form is sent to me, I can complete the HIPPA  form release requested.
  
  Regards,
  
  *****************
  

  Customer response

  03/24/2023

  From: ***************** <*************************>
  Date: Fri, Mar 24, 2023 at 9:40 AM
  Subject: HIPPA release authorization
  To: <************************************************************>
  

  
  
  

  AUTHORIZATION FOR RELEASE OF HEALTH INFORMATION TO Better Business Bureau
  
  The **************** Portability and Accountability Act (HIPAA) and certain state laws require all health care providers and health insurance plans to maintain the confidentiality of protected patient health information.  Accordingly, to assist you in resolving your complaint, we need written authorization and signature below.
  
  To:  Forefront Dermatology
  
  I authorize:
  
  1.         my health care providers and health insurance plans, including my insurance carrier or HMO, to release to Better Business Bureau (BBB) any medical, payment or insurance records related to the complaint I filed with the BBB so that the BBB, at my request, *** assist in the resolution of my com plaint;
  
  2.        the BBB to use or disclose any medical, payment or insurance records related to my complaint to my health care providers and health insurance plans to the extent necessary to assist in the resolution of my complaint; and
  
  3.        the BBB to use the information about my experience for research on industry marketplace practices.  The research *** lead to the publication of aggregate and demographical data but will not result in the reporting of publication of any protected health information.
  
  I understand that:
  
  1.         the BBB *** re-disclose the information it receives and thus HIPAA or state law *** no longer protect this information;
  
  2.        I *** revoke this authorization by giving written notice to the BBB;
  
  3.        if I revoke this authorization, then the BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint;
  
  4.        the authorization to disclose or use my information for non-research purposes expires upon the closing of my complaint;
  
  5.        a photocopy or facsimile of this authorization will be valid; and
  
  6.        my health care provider and health insurance plan *** not condition treatment, payment, enrollment or eligibility for benefits on my signing of this authorization.
  
  
  Sierra *****
  ___________________                                                     3/24/2023
  Signature                                                                              Date
  
  
  Sierra *****
  ____________________________________
  Name                                                                                                
  
  
  SELF
  ____________________________________
  Relationship (If the person signing the release is not the patient, please state the relationship to the patient)
  

  
  

  --
  

  Regards,

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

  ReplyForward

  

  Business response

  03/31/2023

  Thank you very much for contacting Forefront Dermatology. We take all concerns seriously. We have been in contact with ************** and have reached a mutually acceptable resolution. Should you have any additional concerns, please don't hesitate to reach out to me directly at ************.

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

  VP of Compliance

  Forefront Dermatology

   

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/1 I went to my appointment at ForeFront Dermatology. I was received in a timely manner, When the doctor arrived, she told me what my options were, and I explained that I did not understand me. She left, the whole appointment lasted one minute and some thirty seconds. The nurse came back with some papers and basically told me to figure it out. I paid full price and I'm sure my insurance paid more.

  

  Business response

  03/13/2023

  Thank you for apprising us of the member complaint filed by ************** on March 1,2023. I have had the opportunity to review his medical records, including notes from my visit with him on March 1st, 2023. Attached you will find the relevant documentation from his visit within our practice which has also been reviewed by my supervising Physician ***********************, MD.  
  
  In brief, I will open with a summary of myself and my training. I graduated in **** from the University of Wisconsin ************** of ******* with my BSN.  I then pursued my masters studies at ******************** graduating in 2006 achieving my MSPA.  My board certification as a Physician Assistant was completed in June of 2006 and have continuously maintained my board certification since graduation by meeting all requirements by the ***** and the state of ** for repeat licensure.  I began working in Dermatology in June 2006 and was employed with *********** Dermatology until July 2012.  I then joined Dermatology Associates of Wisconsin in 2012 which changed its name to Forefront Dermatology in 2015 without disruption of employment or patient care.  Combined I have been providing dermatology focused patient care for nearly 16 years. 
  
  I recall my visit with ************** in great detail as we covered a number of detailed treatment options for his medical concern of male pattern hair loss. I recall providing him with recommendations for treatment that could be offered by myself or one of our other practice Physicians depending on their preference. I gave him all the options including starting oral Minoxidil along with possibly side effects, topical Minoxidil,including the expectations and limitations of topical medications as far as regrowth and PRP (Platelet Rich ******* as a self pay option since it was not typically something covered under insurance and that he would need to see one of our Physicians that offers the treatment. I also touched on Hair transplantation as an option but told patient I could not speak to that personally as we do not perform this procedure and a consult with a specialized clinician (plastic surgeon) may be necessary for this treatment plan.

  ************* had informed me that he was taking Propecia but discontinued because he thought he was exhibiting signs of Gynecomastia (increase of breast gland tissue in males).  ************** asked about a reduced dose of the Propecia and he was informed that the Gynecomastia could still occur. The second line treatment of Oral Minoxidil was discussed. ************* was not sure which treatment he would like to proceed with by the end of our visit. I advised him that I would provide additional literature to take with him that he could review and allow him to make an informed decision about his treatment plan.
  
  ************* was provided a print out on Male Pattern Hair Loss from the **************** of Dermatology as well as a Minoxidil specific handout explaining the medication and use in detail. I have included this along with the chart notes provided.
  
  It is unfortunate that ************** feels disappointed in his care, however I feel comfortable that I provided a comprehensive assessment and plan for treatment to him for his concern of male pattern hair loss with ample time for counseling.

  *********************************, Physician Assistant

  Customer response

  03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

*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. ↩