Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 16 I had an initial appt, all went well. I was asked to come back for a subsequent test. I scheduled it on March 26 I showed up and they werent aware of my appt. I rescheduled for April 11, again they werent ready for me.... I let them know this was not professional. As a busy professional I cannot take time off whenever people want me to and then tell me they cannot accomodate me. After some persuasion from *** at the front desk, I scheduled the procedure. I was told what was going to happen and it was quite a shock but I did it. I was told ************** would call me with the results. I was told it would happen on April 29 between 9:30a and 9:45a, a very specific time. He did not call so by 10:30 am I called to make sure I would get the results. They assured me he would call. I waited. NO call, so I call again, they say he will call me.... no call to this date. But guess what they are really good at? Billing me for services I didnt receive. I never got the call, so I called back to be told he called me and left a message. I called the next day AND I went to the office just to be told " only ************** can give me the results" I ask "is he here?", " can I get the results from him?" She just looked at me, so I left. I do not have a call from his clinic or a VM. I explained I did not get a call or VM. I am still waiting. I have left them messages, sent correspondance via email and mail. ALL I WANT ARE THE RESULTS. If I am dying or need surgery, I need to know. ************** made it sound like I needed these tests, that they were urgent.

  Business response

  08/23/2024

  ************** is sending ******************** his test results via certified mail and the practice is writing off the balance on his account. 

  Customer response

  08/26/2024

   
  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

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/17/2023 we paid in full our balance for a medical procedure that insurance was not used for the amount was ******. Several months later we were told that our payment via our HSA did not go through and were told we would need to make the payment and seek a refund from the HSA provider. We did ultimately do this. Now 9 months later Colorado Springs Urological Associates recognized they have made a mistake and they were indeed double paid. CSUA has admitted fault but we have not issued the refund. Our Primary point of contact was *****************************. ******* has claimed everything from wire transfers have been processed to checks issued. At this point I fear that she may have even stolen the money as I don't see how it's possible for a medical office to be this incompetent. I am seeking the refund of ****** for the overpayment, as well as statutory interest for the 9 months they have wrongly kept my money. Statutory interest is appoximately $46 as of 10/28.

  Business response

  11/02/2023

  Due to a variety of reasons (clerical error, miscommunication with the individual's HSA provider, as well as a wire transfer being rejected by the individual's bank), we failed to issue the refund in a timely manner. Such refund has now been issued and received by the individual's bank as of 11-1-23. This was a mistake on our part and not due to any bad intent on the part of the billing representative or the practice. Going forward we are putting in place a new process to escalate patient refunds to practice management as well as make the refund process more efficient and less frustrating for patients. We sincerely apologize for the inconvenience caused. 

*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. ↩