Complaints

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to this doctor for severe stomach issues and diherra before my grandfathers funeral. Sat in the lobby for over an hour to be seen by a doctor who told me to go to cvs for over the counter medicine. Doctor did not care to proscribe me any medicine to help my situation and when i called about the situation or not to be charged. ***************************** from corporate got defensive and would not help me at all. I'm still in severe pain and nothing will be done by this provider.

  Business response

  11/21/2023

  We have thoroughly reviewed Mr. ******** complaint, and while our practice understands his concern, the standard of care was met for his visit. ****************** requested medication for his diarrhea. Our provider recommended an over-the-counter medication, Imodium/loperamide, which was the appropriate clinical treatment for his diarrhea. Testing was also recommended by our provider to determine the source of his diarrhea. Our provider also offered to prescribe something for abdominal discomfort, such as bentyl. However, ****************** declined the additional testing and prescription.  
  
  Although, we have found the clinical treatment provided to meet the standard of care, as a gesture of good will, we are willing to waive our fees and refund his payment for his visit. We regret that he did not have the perfect patient experience that we strive to provide.

  Customer response

  11/21/2023

   
  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. Please refund and do not charge. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 10, 2023 I visited Peachtree Immediate Care for an urgent care visit. I called Peachtree Immediate Care ahead of arrival to inquire about my insurance coverage. I was advised by the receptionist that ****************** is an accepted insurance company. Upon arrival I provided my credit card for a $20 co-pay. On September 28, 2023 I received an email stating my card will be charged $147.89. I immediately contacted UHC who added Peachtree Immediate Care to the call. It was discovered that Peachtree Immediate Care submitted the claim as an Office visit which is NOT covered as I have a tiered insurance plan with specific approved physicians. Peachtree ************* advised they would resubmit the claim as an *********** visit because that is covered 100% less my $40 copay. I called October 19th to confirm the claim was resubmitted and advised it was and is still processing. Unfortunately, my card was charged $147.89. My insurance has still not received the updated claim. My card should NOT have been charged unless the claim was denied. The claim was not denied. My card should be refunded immediately. I am requesting a billing adjustment.

  Business response

  10/23/2023

  Thank you for your feedback. Insurance applied towards the deductible & as per the signed credit card on file agreement that is signed at each visit, patients are made aware of a balance and if not paid the credit card on file is charged. As a courtesy, we did agree to send a corrected claim with an urgent care place of service so that a copay would apply instead of a deductible; however, this was denied by insurance as a duplicate.  I have resent this to insurance and in the meantime while we await this to be reprocessed, I have refunded your credit card on file. If a balance is due after insurance reprocesses, you will receive further correspondence to alert you of this. If you have any further questions or concerns that need to be addressed, please contact our billing department at ************************************** and we will be happy to take care of your issue.      

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited Peachtree Immediate Care (PIC) on 09/18. I have several grievances:1. At PIC, front desk and ************** FNP said that after copay, there would be no additional charges or claims to me. There was no equivocation on this statement. On 10/12, I received a short email from PIC that I have to pay *********. 2. When I called PIC Billing, I was told to go to PIC in person. Billing said the payment date was 10/25.3. Billing said I saw an MD during the visit; however Summary document from PIC states I met FNP ***************4. At PIC on 10/12, front desk refused to print itemized bill. Front desk demanded I leave the premises. After 45 minutes of waiting, **************** RDO came with list of charges.5. **************** said the payment deadline was 10/18, and not 10/25 as Billing had declared. 6. **************** showed the final charges were ******USD. She said labs PIC performed on me were fully covered by insurance. When I showed the email charges were ******, **************** left. When she came back, she confusingly had an entirely different explanation about the charges - that ******USD was actually the final amount. 7. **************** was also on video call with ************** RFT, who was laughing when I was explaining my difficulties.8. When I visited on 09/18, I was given a flu test without my consent, and learned this only from charges.9. On PIC website, clinical visit with COVID-19 test costs 150-175USD. ***'s charges state ******USD for visit and COVID-19 test (******USD discrepancy).

  Business response

  10/16/2023

  Thank you for your feedback.  I have tried to reach out to speak with you personally but have been unsuccessful.  I will continue to try and contact you to discuss but as a general response, the front desk and provider that you see can only tell you the amount that you pay up front at the time of service. We then file a claim with the patient's insurance and based on their determination of the allowable amount for the services performed based against whether a patient has a copay or an unmet deductible, they make a determination about how much the patient is responsible for. 

  Our front desk does not deal with statements or any billing issues, so it would not be that they are refusing to print an itemized statement; the issue is that this isn't their area of expertise and isn't something they are equipped to do. I apologize for this inconvenience or any confusion that was had while they were trying to assist you and answer your billing questions as these issues should always be handled through the billing department.  

  The prices you see online are for patients who do not have insurance coverage and pay the full amount of services at the time of being seen and thus get a self-pay discount. Due to insurance rules and regulations, if you choose to file insurance we are not allowed to give further discounts beyond your contractual obligations given by your insurance plan and must collect the amount the insurance says is due. If you have any questions regarding this amount or feel that your insurance applied a deductible in error, then I suggest reaching out to your insurance to have this reviewed. 

  I have left a voicemail with my direct contact information to discuss your concerns and answer any additional questions you have.  

  Customer response

  10/22/2023

  Hello,

  I had a call with *****, who put me in a conference call with PICD Billing as well. We discussed an appeal process I could file through Aetna, and I am proceeding towards that.

  Business response

  10/23/2023

  Thank you for the update on your intentions regarding an appeal to your insurance.  Our records document the conference call with your insurance as well where they verified this was a true balance due to deductible but informed you of your right to appeal this through them. If they overturn their decision and remit payment, they will notify you with an updated explanation of benefits and we will update our records at that time regarding the balance. if you have any further questions or concerns, please reach out to ************************************** and we're happy to help any way we can.  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incorrectly charged $1000 for routine sick visit and never sent bill. When daughter went second time with respiratory infection, they refused to provide care despite never having sent this alleged bill they said was in their system. We have full insurance so no idea why there would be this charge as it has always been $50 copay. Insisting teenage daughter pay $500 before treating her. This place is a sham and the people working there are rude and unhelpful even to teens.

  Business response

  10/06/2023

  Thank you for your feedback. Our records do not indicate $1,000 charge & this is not a typical amount for a visit to our facility. As it relates to any patient balance, it is our policy that patients pay the amount due or contact our ****************** to resolve any issues or set up payment arrangements prior to being seen for a second time. We do not see any record of any contact with our billing department to resolve this issue.  Subsequent to this complaint, the billing department has reached out to the patient directly to resolve this issue and we apologize for any inconvenience this balance and policy caused your daughter.  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/12/23, I visited Peachtree Immediate Care to see a Doctor, I was told I had to pay a balance of $139.88 before I could see the Doctor. I told them I had ****************** They said they don't take ********* so I paid them.I later found out that they can't accept ******** & reject Medicaid.I was told I would receive a refund, but so far I haven't received that refund. This happened in July.

  Business response

  09/21/2023

  I apologize for the delay in getting your concern addressed - since a refund check has not been received, we are working to get a replacement refund check re-issued ASAP.  We have tried contacting you; however, there is no voicemail set up so we are unable to leave a message.  Please be sure that we are taking your concern serious and are working to rectify the overpayment.  I will continue to try to contact you to discuss personally.  

  Customer response

  09/22/2023

   
  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

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a COVID test, after seeing appt times were available and the clinic was in-network with my insurance. After checking in and providing my insurance info the receptionist stated my COVID test was fully covered and I did not owe a co-pay. I had tested myself at home but wanted a confirmation test as I explained to the medical assistant. After testing, the nurse practitioner appeared and stated my at-home test was accurate and asked if I had questions. I explained I am a healthcare provider too and stated what OTC medications I was using to self-treat. Two weeks later, I received a bill for $592 of which I owe $367. I immediately called the billing department and was told I was being charged for an office visit, as the nurse practitioner performed an evaluation, provided a diagnosis and a treatment (the provider listed what I told him I was already taking). I explained that I already provided my diagnosis and created my treatment regimen. I asked that they waive the office visit as all I had requested was a test. My request was denied and I mentioned the out-of-pocket price listed online is $175, so why am I as an insured individual charged more? The representative said there was nothing she could do, so I asked to speak to her supervisor and I was told "No, I've told you everything you need." Our conversation ended, so I called back to speak with another representative. After continually questioning, I was connected to ************, a lead in billing. She stated I made a mistake coming to the clinic and this is a learning experience for me. I pleaded for the office visit to be waived or to charge me the out-of-pocket fee of $175, as there is no reason for me to pay $367. She stated, "We could re-bill it, but why would we." At this moment I knew I had been scammed and stated this to her with their over-billing tactics. I again asked to speak to her supervisor, but she declined and hung up the phone as I was speaking. She stated she had other patients to deal with

  Business response

  08/25/2023

  Thank you for the feedback regarding your experience. We take pride in delivering excellent customer service to our patients regarding any billing complaints; however, there are policies we have to follow once a patient's request has been reviewed by multiple management levels. We do not offer drive-through Covid testing services only. When a patient schedules an appointment with a provider, we must bill insurance for the actual services provided - the office visit charge and any additional testing that is performed. The insurance industry has seen a greater number of high-deductible plans in recent years and many patients are unhappy when they receive a bill for services; however, once insurance is filed, we are obligated by insurance guidelines & contracts to hold the patient responsible for the allowable portion that their particular insurance assigns to patient responsibility.   

  We do offer self-pay rates for our services, which again due to insurance guidelines are reserved for patients who do not present with an in-network insurance and who choose to pay the self-pay rate at the time of service.  *************** has been filed, we are obligated by our contracts to not give additional self-pay discounts.

   I apologize that this is not the response you were hoping for but I do hope that you understand the reasonings we cannot comply with your request.               

  Customer response

  08/25/2023

   
  Complaint: 20519721
  
  I am rejecting this response because:
  My insurance company reached out to the billing department requesting you match the out-of-pocket fee and the request was denied.
  Others who have complained on this site were also granted the out-of-pocket charge.

  Business response

  09/07/2023

  I am sorry you are not happy with the response; however, insurance companies do not reach out to us to request that we accept less than their contracted rate. As stated, we must comply with insurance guidelines and contracts and collect the amount that insurance states a patient owes according to the explanation of benefits.  ************ reprocesses a claim and sends a new explanation of benefits with a revised contracted rate/patient responsibility portion, then we gladly adjust the patient balance.  We, however, are not allowed to give self-pay rates to patients who use their in network insurance.      

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They charged my cc $145 for services that were reimbursed by my insurance company. I requested a refund from their billing **** & didn't get it. I called a second time & requested the refund & still never received the refund. Later my daughter came in & I told them I didn't want to pay another copay or give my credit card because they owed me money. The front desk lady was extremely rude both to me & to the billing person I was on the phone with at their own billing office saying "don't you dare come at me like that" to her own ******. Whoa. I again requested a refund from their billing ****. who agreed with me that this should have been refunded & that I shouldn't pay another copay. Went in again with my daughter today but before coming I called & spoke with ******* in their billing department. ******* was very nice & told me again that I should not pay the copay that she would notify the ************* before I came in not to collect it or my cc#. She also said she would request a refund but might take up to 90 days. What? I requested this refund months ago. Why does it take them so long to return money they never should have charged my credit card. I show up for the appt. & again they are wanting my credit card. I am like no way. You owe me money. Once again they won't let my daughter go back to be seen until this is settled. He tells me that I need to put some money down. I'm like I have a $145 credit down. He proceeds to tell me I'm being rude. I remind him I have only stated facts & have not yelled or said anything rude to him. He proceeds to tell me he is 21 & that "people my age" talk with a "tone". Excuse me? "People my age". What does my age have to do w/ anything. Stating a fact that they owe me a money is not being rude. I also have insurance coverage that covers these visits at 100% after a $30 copay. They can call 24/7 to verify that. Wouldn't have complained had they just refunded what they owe me or quit collecting money when I have a large credit.

  Business response

  08/25/2023

  Thank you for the feedback regarding your experience. We strive to deliver excellent customer service and for all of our patients to leave feeling respected and taken care of and are disappointed any time this is not the case. We have zero tolerance for rude staff and this complaint will be investigated and taken seriously.  

  We do not charge patient's cards for services that insurance has covered but we do have a policy of charging patients for balances that their insurance's explanation of benefits show they owe. When insurance reprocesses a claim to show a different patient responsibility portion, we will gladly refund the patient any overpayment previously made; however, it is still the clinic's policy to collect a card on file for each subsequent visit.  Furthermore, we are unable to issue any patient credit showing for a particular visit if there is a balance due on a subsequent visit even if a patient feels that insurance has processed the claim incorrectly - we would have to wait until insurance reprocesses the claim to alter the patient responsibility portion before a refund could be issued. Also, please note that it should not take 90 days to issue a refund when there is no other balance due on the account so I apologize for this misinformation - this will be clarified with our staff to avoid this inaccurate timeline being given out in the future.   

  Again, I sincerely apologize for your negative experience and will ***** continue to work with you and your insurance to come to a resolution.      

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Peachtree Immediate Care (***************************************************************************) on 7/26/23 after suffering a car accident the day before. I came at 9AM and was told they do not open until 1pm. The person assigned at the front desk (*****) spends her time playing on her phone. ***** also would not help me set up an appointment while I was at the front desk speaking with her. She told me All of our patients schedule their appointments on their phone. What if a patient does not know how to operate a phone or have access to the internet? Because of her lack of professionalism and other administrative hurdles I spent about 7 hours in and out of the clinic. This is outrageous. I just want to be clear that the providers are wonderful. That is why my family has come. However, there are horrible administrative issues. They dont seem to understand what walking in and a scheduled visit means. They tell everyone they will be seen soon, and people are made to wait for hours. No approximate wait time to be seen. Interestingly since the wait time was so long, I had to go to another appointment and come back to the clinic. My experience has been nothing but a nightmare. Finally, something that is very concerning to me when I walked into the building ***** told me I owed them $65 for a visit that was about 2 months ago. I have still not received any bills in the mail from this agency since my visit 2 months ago but was forced to make a payment or they would not serve me. I would like a refund for the $65 dollars as I have still not received any explanation for these charges. What if I did not come to the practice that day? Would I have not had to pay this bill? I would like someone to reach out to me otherwise I will need to reach out to the consumer protection bureau.

  Business response

  07/31/2023

  Dear ***,

  Per your conversation with the Regional Director of Operations, we sincerely apologize for the issues you encountered with the unhelpful staff and extended wait time.

  Unfortunately, due to the nature of our business, there are times when we encounter longer than desired wait times; however, we can make this better for the patient by making sure we are relaying updates on the wait times to the best of our ability so that patients do not feel forgotten.  Additional customer service coaching of the front desk staff will take place to make sure that they are updating patients as to any changes with their wait time details and especially to make sure that we assist patients who request an appointment to be scheduled if they do not wish to do this online.  It is always our goal for our patients to feel they are a priority and that they are taken care of to the best of our ability, both administratively and clinically, and I regret that you did not leave feeling this way from a customer service perspective on the front end.  

  As per your discussion with the Revenue Cycle Manager regarding the billing complaint, it is Peachtree's policy that patients take care of any balance from a previous visit prior to being seen again. The amount charged at your visit was for a valid prior balance and the details of this balance have now been discussed with you via telephone, as well as a mailed statement.  Your stated recommendation for our patient collections policy has been forwarded for consideration. 

  Please reach out to us directly if you have any further questions or concerns and we are happy to help! 

  Customer response

  07/31/2023

   
  Complaint: 20396915
  
  I am rejecting this response because: they didnt take accountability for forcing me to pay without sending prior notifications regarding my bills. I have never received any bills until I went to the clinic. They hold me hostage by using my illness and suffering to their advantage. I appreciate the phone call made from the Directors of operations and the billing department today. They were very respectful. I have a huge respect for that. However, the $65 fee has to be waived due to lack prior notification and patient inconveniences/administrative hurdles

  
  Sincerely,
  
  ************

  Business response

  08/08/2023

  I am sorry you are not happy with the previous response.  We have again reviewed your complaint and the prevoius determination that no refund is due has been upheld. The amount you paid was for a legitimate balance of which the details have been discussed via telephone, as well as a mailed statement  I understand that you are not questioning the validity of the amount paid but instead do not like our policy of expecting patients to pay prevoius balances prior to receiving further care. Unfortunately, this is our current policy and after reviewing your account I see the amount paid was correct according to the explanation of benefits by your insurance carrier.  *************** guidelines, we are obligated to collect the patient responsibility portion assigned and therefore a refund cannot be approved.

  Customer response

  08/08/2023

   
  Complaint: 20396915
  
  I am rejecting this response because:it It didn't address my request/concern accurately. I do agree with my dissatisfaction regarding your policy of holding patient hostage due to unpaid bills. I have no doubt that this issue will come to light sooner or later. I am also questioning the validity of the amount paid because you didnt provide me with the opportunity to review the charge prior to my recent visit. I have never received a paper or electronic bill from you to verify the payment with my insurance. Not sure why you skipped to address that part. While collecting patients obligation is expected, you are also required to notify your patients regarding their due prior to their next visit. I am still looking for reimbursement.
  
  
  Sincerely,
  
  ************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In January of 2023(maybe a month or 2 earlier) I began receiving phone calls from this business regarding my "day to day" well being. They would text me and call me regarding my health status. At no time was I advised that this was a service I would be charged for. I contacted them in Jan after getting a bill in the mail for $50.64 - balance due after ******** paid $109.36 of the $160 charge. They dis-enrolled me, according to Virginia (Case Mgr at ext ****). Now, in June of 2023, I continue to get this bill for $50.64 . I spoke with ******* in billing today (6/30) after ******** told me that only billing could drop or adjust the charge. ******* told me today that there is no way to dispute this charge and they cannot and will not alter it. She said they did not sign me up for the program, and when I asked who did, she didn't have an answer, but said I should contact ******** to pay the balance. This seems very shady to me because I gave consent over the phone to have someone check in with me periodically regarding my health, but there was no mention of a charge or cost to me. I would like to dispute the charge, but ******* in billing tells me "there is no way to do that". Therefore I turn to the BBB for assistance. Thank you. Account *************

  Business response

  07/06/2023

  Good Morning ****************,

  The services you are referring to are *********************** services. I apologize for any confusion regarding these services, but I do hope to provide you with some clarification. 

  *********************** services are ******** services made available for eligible patients with chronic diagnoses. The patients choose to enroll in these services, then the services are billed to insurance accordingly for the total communication time for that month with the Case Manager and care plan created and/or reviewed outside of an office visit. *********************** is only billable if the total communication time with their Case Manager is 20+ minutes.

  If you are set up for services, you must have chosen to participate in them as Peachtree Immediate Care does not have the capability to enroll patients in this program.

  You have the option to discontinue services,to do so, you will have to contact your Case Manager and opt out of the program. You mentioned you have done this as confirmed by ***************  If you are still receiving a bill you should contact ******** to again confirm that you are dis-enrolled from the program, otherwise you will continue to be charged.

  ******** was misinformed when stating we cannot do anything about the balance. On our end, we have adjusted off your current balance.

  I hope that you are satisfied with this result, and please do not hesitate to reach again if we can further assist.

  Many Thanks,

  *********************
  Billing Office Manager

   

  Customer response

  07/06/2023

  I appreciate Ms ****** reply & do accept her terms. I absolutely understand everything explained, as I have heard it many times. The objection is that I was not informed or made aware of any charges that would be charged to me or insurance. 
  I paid the balance amount last night because we didnt want our credit dinged due to this debacle. Should I now expect a refund?  Sincere thanks, Candace 

  Business response

  07/07/2023

  Good Evening ******************,

  Yes, your mobile pay payment has been refunded. A confirmation email has been sent to the email address on file ****************************** Please let me know if I can be of any further assistance.

  Many Thanks,

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

  Customer response

  07/07/2023

   
  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

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The urgent care took out multiple charges on my card without authorization, and when I called to dispute it they said they were going to reverse the charges and take card off. The following day they took another big amount out of my account after they told me they were going to take my card off and we were going to do payments. They are now telling me they cannot refund my money because I had my card shut off because of them not takeing my card off. They told me it's not there problem that my bank is the one who will have to deal with it now because they have no way to put money back even thought they were supposed to already.

  Business response

  04/28/2023

  ****************,
  

  I do apologize for the issues you have experienced regarding your card being charged for services rendered at Peachtree Immediate Care. I understand your frustration and will assist with rectifying this situation.However, I do want to inform you that your card was not charged without your authorization. During your time of service, you signed a **** document that gave us your authorization to charge your card for any remaining balance, after your claim processed through your insurance.
  This is what prompted the charge on 4/24/23, as the remaining balance on your account was charged to your card. When you called in to inquire about the charge, it was found that your insurance is out of network with our organization so the charge was voided the same day, and your balance was reduced to a self-pay rate. You were then set up on a payment plan to take care of your remaining balance.
  Since the same card that was used for the **** was used to set up the payment plan, you were charged again for your remaining balance on 4/26/23. This charge was also voided the same day.
  Given that both charges were voided on the same day they were charged, and we have verified that the charges were not posted in our account, if you see pending charges from us in your account they will drop off.Typically, depending on your banking institution, this takes takes 3-5 business days.  If you do not see these charges drop by next week, please contact your bank.
  I hope this resolves your issue, and again, I sincerely apologize for any error on our end.
  Many Thanks,
  *********************
  Billing Manager
  Peachtree Immediate Care

*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. ↩