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Business Profile

Family Practice

Westview Family Medicine

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Customer Service Issues
    Status:
    Resolved
    I am trying to get a bill I received resolved. The billing department does not speak very good English & the office manager fails to return any calls. I get a runaround from others sayning I dont owe anything & that I actually have a credit & to disregard the bill. I am requesting a bill showing a zero bal owed & a refund if I have a credit

    Business response

    08/05/2024

    Hello,

    I- ***************, the administrator hasn't received any message when the patient called. Can provide call log history if needed. 

    2- Anything about billing issues/ question are sent to billing team for better/ correct information/ explaination.

    3- Per record, patient called 07/31/24 at 2:09 pm and it was sent to ****/ Dhana- billing manager. At 05:38 pm, they contacted the patient. Can provide conversation history if needed. 

    4- On 08/02/24, patient called again and our office expedited it to Dhana attention.

    5- On 08/03/24, ***** called and explained to patient re balance/ payment Patient understood and agreed with her explaination. Can provider conversation history if needed. 

    There is a 72 hrs turn around for us to answer message/ get back to patient and we got back to ****** in timely manner. 

    If you have any question, please feel free to contact our office, thank you

    Customer response

    08/05/2024


    Better Business Bureau:

    I have reviewed the response 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.

    Regards,

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

     
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I have been trying to get my medical records for the last 30 days to my financial provider because of my heart condition, I can't work. My financial provider has stopped payments to me because my primary care provider has not provided a copy of my health records. This is very disappointing because the only income I have is through my financial provider whose has contacted my primary care facility directly to request documents 3 months ago. Today I spoke with a rude lady at my primary care facility that advised me that she is a back up to the main records *************** was unable to provide me with my records since the main person was not there, that I should've known & she would be back Tuesday and wouldn't get to it until Thursday. Again I have been trying to obtain my records for the last month my financial institution 3 months. A check was mailed on the 28th of March express mail by my financial institution to cover the cost of the records copy. April 11 She advised the check was not processed yet and she couldn't confirm it was received, since they charge .25 after the 1st 20 pages. The problem is I still haven't received my medical records after trying to resolve for the last month, I don't have any other source of income, they won't let me speak to the Dr directly unless I make an appointment and they are holding up my payments. I just need to get my medical records to my financial institution asap. This is my lively hood that the office doesn't seem to care about. Nothing against my Dr he is phenomenal! The records personnel and the individual I spoke to today lacks communication skills and professionalism. Coming from a customer service field they need to be more mindful that we are people to that have deadlines just as they do. They definitely need to learn how to talk to people. I have been without income for the last 2 months since the direct request. All my other doctors, have sent the records. This office is the ONLY hold up.

    Business response

    04/13/2022

    Our medical record department received a request for medical records  on 03/22/2022. On 3/24/2022 an invoice for medical records was faxed to *********************** ************* ) which we have received a printed fax confirmation that invoice was received. On the invoice it clearly states that we DO NOT accept check as form of payment, ONLY credit card. 

    On 4/6/2022, yet another invoice was faxed to the same number mentioned above. We received a printed fax confirmation that it had been received. 

    Our office did not receive payment for the records mentioned until 4/11/2022. Payment for such records was received by our office via telephone. 

    4/12/2022 8:24:37 AM > medical records faxed to ************. 

     

    I hope this explanation clears up any questions. Our office did provide the medical records . The delay was getting the payment from ****************** We apologize for any inconvenience this has caused our patient I sincerely hope that in the future we do not have these issues again.

     

    Respectfully,

    Westview Family Medicine, PC

     

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