Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 1 of this year I paid FSAC $28,150 to start my VIF program. august 1 was the first time I saw the doctor Buyalos, followed by a second time on august 6. The doctor said it was not going well and recommended termination of the program, but that I could see the ultrasound again tomorrow, august 7, to be sure. So I saw the doctor for the third time on August 7 and was told to terminate the treatment. According to the contract, I incurred a total of 1-3 visits (3 ultrasounds and 3 blood tests), and the clinic was only supposed to charge me $7,900, with the remainder to be refunded. Before I left the clinic, I double-checked with the clinic staff whether I should be charged $7900 and refunded the rest, and the staff gave me an affirmative answer, so I was relieved to leave the clinic. When I got home, the clinic said they wanted to charge me $12,700 because I had been to the doctor 4 times. I questioned that I had only seen the doctor 3 times, but the clinic replied that the online video with the doctor in March this year also counted as 1 visit. I said first of all, I paid $350 for the video with the doctor separately on March, and secondly, the Chinese contract I was given didn't state clearly that the video also counted as a visit to the hospital. Since I am Chinese and my English is not good, it was easier for me to read the Chinese contract. However, the Chinese contract is obviously a deliberate attempt to create ambiguity so that I would be caught in the middle. I have communicated with the clinic many times, but so far the clinic has not given me any reply, from August 7, the treatment was terminated to now November 21, more than three months, not a penny back to me. Translated with DeepL.com (free version)

  Business response

  11/29/2024

  Dear Better Business Bureau, thank you for forwarding the patient's complaint.  This is the 1st Request I have received, and not the 2nd request as stated on this email.  Due to the Thanksgiving Holiday, FSAC will work on responding to this complaint on Monday, December 2, 2024, and will have a formal reply/response submitted to the BBB by end of day on Tuesday, December 3, 2024. 

  Thank you for your understanding.

  Sincerely,

  D**** *******

  Practice Administrator

   

  Business response

  12/03/2024

  Dear Better Business Bureau, I have attached several documents for your reference including the Patient's signed Financial Agreement, which they signed on 7/31/2024. Per the signed financial agreement, the patient understands per page 4 of 8 that the consultation is considered the first visit, which took place on 3/22/24. The second visit took place on 7/31/24, the third on 8/5/24, and the fourth visit occurred on 8/6/24. Therefore, per the signed Financial Agreement, patient is only owed a refund in the amount of $15,800. The patient had been undergoing stimulation, but follow-up monitoring of follicle development and hormone levels showed limited response. Based on the Physician's medical assessment and the patient's hesitation about moving forward, the Physician had recommended waiting for a new menstrual cycle to resume treatment, which was suggested in hopes that the follicles would respond better. FSAC has had a successful medical practice for 25+ years, and our patients have always been our first priority. Therefore, as a good faith measure, we are willing to refund this patient in the amount of $20,250. We hope this resolves the matter with our patient and apologize for any misunderstanding the patient may have had with our Financial Counselor. We would also appreciate that if there have been any negative social media posts published regarding this event, that we would kindly request them be removed as it is our goal to ensure each of our patients are satisfied with their experience with FSAC. We will process the patient's refund by next week. Please let me know if there are any questions regarding this matter. 

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