Complaints

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was in a car accident in July 2021 and went to seek care at Prestige Primary and Urgent Care. The provider put me on leave due to my injury. I applied for disablity for the time I was out of work. I delievered the disability forms on 8/31/2021 to the office front desk; the personnel, *****, took the forms and told me it will take 5 business days to have it completed but it had to be paid in full of $125; I paid it in full. A week has passed and I called to request for the forms but ***** told me it was on Drs desk still. So, I called again on 09/14/2021 and forms still not completed. My husband and I called and requested to speak to a manager but wasn't able to speak to one; staff stated there’s none at the time. I physically went into the office that same day on 9/14/2021 and forms still was not done, front desk personel stated it should be done the next day (9/15) and I can pick it up then. Next day, I received an email stated both me and my husband is not welcome to the office. The email also stated that our phone conversations were recorded as both my husband and I was never informed that we were. We were upset with the office staff with their unprofessional behavior and the staff was unable to give us information to their billing department as we were wanting to have bills sent to the insurance company. Due to my injury the secondary insurance requested my medical records, I signed consent form to have the office send my records but the office never sent them to the insurance company as it prolonged my case at the time. Also, I had X-rays performed by a medical assistant that may need to be investigated further if she doesn’t have a license to perform one. I have yet to receive my full refund of $125 as promised in their email.

  Business response

  03/28/2022

  She received a refund for the disability form, when we encountered the below behaviour and insulting conduct form ***** and her husband to our physicians and staff. 

  Customer response

  03/28/2022

   I am rejecting this response because: I have checked my monthly bank statements and called my bank; We don't have any records showing they refunded the money. If they can provide a transaction receipt or exact date they sent it.  
  
  
  

  Business response

  04/12/2022

  Please see below our response to ***** and her husband's calls and unacceptable in office conduct 

  She received a refund for the disability form, when we encountered the below behaviour and insulting conduct form ***** and her husband to our physicians and staff. 

  
  

  Customer response

  04/12/2022

   I am rejecting this response because:
  As requested from previous message,  show proof of when they submit the refund to me of $125.00 to my bank account. Their unprofessionalism and not knowing what they are doing was frustrating. They couldn’t give us any information on their billing department and the front office wasn’t able to provide name of their managers. It’s frustrating how we were getting the run around as they did not know the answer or how to treat a patient. Gave us false information about my forms to when it was completed; they told me 5 days and they still weren’t done 2 weeks after.  I couldn’t get my medical records to give to my insurance company so there’s a lot of things they were withholding from me as a patient. So, provide receipt or documentation to when it was refunded. We were upset that things weren’t getting done as it was promised by the office. And it shows with the last message that they couldn’t  provide the right Information as requested.

  Business response

  06/26/2023

  We couldn’t open the link to read your message 

  This patient came for an urgent care visit. Refused all suggested testings and medications. She wanted controlled substances and a referral to physical therapy

  The physician refused, and referred her back to her primary physician who may be able to do so with more past medical history. 

  
  

  One time urgent care visit, where patients refused  ALL medical treatments and recommendations doesn’t justify the order of controlled substances and referral. Please don’t waste our time as she did. She wanted control substances and for us to follow her instructions. What a waste of our physician’ and medical staff time. 

  
  

  Thanks for not bringing this ****** complain to us again. We are not sandwich shop where people can chose their food 

  We would rather spend time helping out patients who needs our help than spending time replying to your multiple emails. 

  
  

  Prestige Management

  Customer response

  06/26/2023

   I am rejecting this response because: I have never asked for any substance controlled or denied any treatment.  The original dispute was to have my disability form filled out because I was requested to be on leave for about 6 weeks and was not getting paid.  
  

  As of June 26, 2023, I still have not received a refund of $125 that was intially paid to the office to have the Dr filled out the disability form. There was no discussion of treatment plans or me requested any controlled substances. So, I’m not sure where this aggressive message is coming from as it has been over 1 year.

  So, now they are falsifying Information about me as a character. As it is shown in their message, they are very unprofessional and have poor choices of words.  
  

   

  
  

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