Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  June ******* I went there for ***.I have ************************************* Shield supplement ********* pay 80% the bill and BCBS pay 20%),they required me to pay $130.62 in advance before the service was performed. Florida Orthopedic made the mistake by thinking I have **************************** so they wanted I paid first before *** done. After that, they did not filed the claim to ********** for year 2024, I met deductible already). On July ******* I complained with ******** about I overpaid my deductible, I was told that ******** did not received the *** bill date June,******* from the provider (*********************** ,MD) so ******** can not help me to refund $130.62. Recently August 14, I called Florida Orthorpaedic, I talked to customer service name ********, she told me that she just found out they sent my bill to the wrong place, the bill was supposed to send to ********, they sent it to ******** Advantage to get their money. I also found out they already got pay $640.00 for this service. Please help me resold this problem either ****************** refund me $130.62 or submit the claim to ******** so they can refund me $130.62. At this moment, ******** do not have my bill. Recently ******** sent me a letter suggested me to require ****************** filing the claim to ********.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/10/24 I had a specialty injection at this clinic and I was forced to pay $348.91 even though the business is contracted with my insurer, ********** of FL. Attached you can see the receipt for my payment. Also attached is the Explanation of Benefits from my insurance company reflecting that I should have paid them only $94.50. So, Florida Orthopaedic Institute owes me a refund of $254.41 and they need to write me a check. My insurance company called them earlier this week with me on the line to tell them they need to refund my money right now. I have already paid off my Care credit bill so they need to write me a check. I have been on the phone with them for about three weeks now and they keep giving me a different story. Now they are saying that my payment was not posted but that they are working with ****** who posts the payments and it will take some time. Because I have been given a song and dance every time and passed around like a football, I am turning to you to please get them to write my check AND I will pick it up at the ***** location. I am tired of their excuses and putting me off. PLEASE HELP ME GET WHAT IS MY JUST DUE! Thank you in advance! They owe me $254.41 in a check. i have been in touch with someone named ******* and her phone # is *************. I know it does not take a week for a payment to get posted and I told her that today. She tries to placate me but three weeks into this and being tossed around and ignored I don't have any faith in their making good.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an appointment with ************************ for an epidural injection. Florida Orthopaedic Institute, ***************************************************************** I had to cancel the appointment due to a death in the family.The office still charged me a $150.00 cancellation fee. And I did call 2 days before to advise of the cancellation.I had an epidural injection scheduled for June 25th. They canceled the appointment because I complained about the $150.00 cancelation fee. Which should have been waived due to the death in the family.************************ and his staff, ******************************* are arrogant and rude.I now have to find another Doctor to person the epidural!!! I am in pain and this isnt fair.Especially for a Doctor who took the Hippocratic Oath! Please help me

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband had a procedure on 3/27 on his finger. We had to prepay for the ************** $358 on 3/22 which was his 20% copay.. After the procedure, Florida Blue required my husband to only pay $179.85, we are owed a refund of $178.15. Florida Blue sent the payment to Florida Orthlopaedic on 4/9. I have been trying for a week now to get an update on my refund. I called on the 11th with the *** number and was told I would get a call back that afternoon. Still waiting. There is only one person that works in the Telecom **************. I have left 3 voice mails and the main line has sent 2 messages. Florida Orthopaedic has different departments for everything and one can't do the others job. I want my refund processed and sent back to my Credit Card. It is amazing to me how they wanted there prepayment right away and would respond quickly when you left a voice mail. However now that I am owed money, crickets. This is a lousy way of doing business for such a well know establishment. I have included the receipt for the payment and the Florida Blue claim. I have provided the *** number *********, to facilitate the refund. All I want is my refund that is owed me. Thank you for any assistance you can provide.

  Business response

  05/02/2024

  Good afternoon

  After further review, the appropriate refund was processed on 4/23/2024. Attached is receipt of notice. We have also contact the patients wife to inform her of our actions. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Date of service pause January 11th 2024. Account number is ********, and the claim ID number is ********. I paid $392.10 for services rendered that day. I originally went there because I was experiencing pain in my knee, and I had some X-rays done and I was also given a knee brace, which I was charged for. My problem is my mother has a flexible spending account, which I am a dependent, and she used her *** credit card to pay for the services! In order for the services charged to her *** account to be approved, she had to send a receipt or an explanation of benefits detailing a full description of services rendered, fully written, not with ************ codes shown. For example, if I had an Xray of the right knee, that needs to be written out, not with just the medical ICD 10 codes they keep sending me. The *** paid the amount that was due ($392.10), however we now owe them, because they paid it although it was not approved. This was simply because are written detailed explanation/receipt of benefits was not provided. I along with my mother have spoken to several people there, and two people sent an e-mail of what I thought to have been the explanation of benefits/detailed receipt, when all was on the paperwork were the charges, billing codes, provider name, reason, ins. plan, and nothing else. In order for my mom to not owe her flexible spending account, and for the services to be fully approved, we need that info, and for some reason, the institute is refusing to send a detailed EOB or receipt with the actual name of the services rendered.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I attended an initial visit (including imaging) with FOI and was scheduled for a follow up. I had health insurance that they did not accept and so I was self-pay for this visit and imaging. When I arrived for a second visit I was told that I needed to have my health insurer (again, we had already established they did not take and I was self-pay) email FOI that it was OK to see me despite being self-pay. I was kept waiting for over an hour until I finally left. Again, I was told that the insurance company (which they did not take) needed to confirm that I could see FOI as self-pay. I cancelled all further visits and requested medical records to go to another doctor.I requested records in November of 2023 and received only the written imaging report (not the actual images which I had paid for). I had another appointment scheduled with a different doctor and needed the COMPLETE records (including the images). Now, some 4 weeks later I have yet to receive the images and am still waiting for a call back from FOI despite contacting them several times. I will now have to pay for additional imaging because FOI did not send the images to me. I seek a full refund of all funds paid to FOI for the medical imaging services as I needed to have them duplicated (at my expense) because the images were never recieved. ******************************************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  5/7/23 I had a motorcycle accident. 2 surgerys later I met my Indirance deductible, & my out of pocket expenses. I called BCBS & confirmed that after my out of pocket expenses have been met I dont have any more bills to pay. Florida Orthopedic institute keeps sending me bills. Every month I have to get on the telephone with s customer rep & explain That they have to adjust the bill. please help me resolve the problem. thank you.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This medical practice has incredibly deceitful and dishonest billing practices. They charge me for a service - send the claim to my insurance - then re-bill me for the same service for which I have already paid. They overcharged me and will not credit the account - they charged me for my son's physical therapy under another provider instead of the physical therapist and are now saying that those charges were put towards the provider that did his surgery in June - however the provider who's name is on the receipt is his doctor from when he broke his leg 3 years ago - instead of the current surgeon OR the physical therapist to whom I have been making the payments. My son's injury was extensive and he has ongoing therapy and these people keep billing me for payments I have already made - worst customer service - they hang up the phone when you call them, don't answer, hang up on you mid conversation, talk circles around you when you bring facts to light, then either hang up or yell on the phone then hang up. Another erroneous bill for an ice machine for which they billed for an extra "pad" that was not given to us nor were we told we were being given another pad at any point in time - nor did we receive one. Excessively deceptive billing practices. There are other bills also from the surgical center that need to be resolved separately.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Charges for a service never received, Claim#*******, Date of claimed service 03/31/23, ********************** Visit for ***************************** on 3/31/23 I had an appointment with ******************. upon my arrival they sent me to X-rays and when I returned I waited for a long time. then the nurse called my name to go in. Usually a nurse or a PA will see you and collect your information before the doctor comes in, but I was only seen by his PA A nurse came in and said you are done. I said I haven't seen the doctor yet. She said: the doctor left for scheduled surgery. did they not tell you at the from desk? I said No! It is absolutely not acceptable for the staff to totally disregard your willingness to only see the PA since the doctor is no longer available. That was unprofessional and borderline unethical. I immediately called customer service who referred me to ***** at Patient advocacy who did not care or even listen at first called. I called my insurance company and I explained to them that if they got billed for this they have to deny it because I DID NOT RECEIVE. I called their billing and they were argumentative and said will have someone call me about that and no one called. I called again and again and left them an email till ***** at Patient advocacy called again and we spent ****************************************************** for a service I've never received. He referred me to ***************************** and he said she will call me but never did. she sent me an email with itemized statement. I emailed her back with everything and never replied back. I called her and left her a voicemail but she never called back. so far I have called 14 times, sent 3 email, put 3 reviews and formal complaint. This massive establishment DOES NOT care about patient. They are not health care providers, they are money collectors!I paid my remaining balance except for the claimed charge above and I immediately demand them to drop it off and stop harassing me.

  Business response

  08/01/2023

  After further review it was determined the charges billed were rendered for the date of service. We apologize for not informing the patient our physician had to leave for surgery and we will work with our front desk team on properly informing patients before the visit. The provider the patient saw is a part of Dr. ******** team and works hand in hand in those cases. According to our records, the quality team and financial counselors did reach out to the patient . I'd be happy to have someone contact the patient and discuss in more detail if they would like.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am disputing a debt from Florida Orthopaedic Inst (FOI) in the amount of $110 from December 5, 2023. My doctor referred me to physical therapy. As I did not have insurance at the time, I asked the person scheduling appointments how much this visit would cost and she said $150. When I arrived for my physical therapy appointment, the receptionist asked for my insurance and I told her I was self pay. She said I would need to provide payment before meeting the therapist. Once again, I asked how much it would cost and she said $150. I paid the $150 and began the therapy session. A few weeks later, I received a bill from FOI for this same visit showing a total of $260 minus my initial $150 payment leaving a balance of $110. I have called twice disputing this charge and was told each time they would look into it and get back in touch with me. To date, I have not received any phone calls regarding a resolution.I was told twice, by two different employees, on two different dates, what the charge would be and I paid that amount immediately. All other charges for FOI were paid in full that were incurred over several months from my doctor visits and physical therapy. I have tried to navigate their online patient portal to find out what the original $150 charge was for and why they feel I owe an additional $110. My payment history also does not show the $150 payment I made in the office, but it is deducted from the total amount of the charge from December 5. Their online portal is difficult to use to find any relevant information regarding my past appointments, the charges incurred, and payment history. I have received collection letters regarding this dispute and mailed letters detailing the above information to both the collection agency and FOI. It has been three weeks since mailing the letters and I have not received any correspondence or phone calls from either agency, but I have received another collection letter.

*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. ↩