Complaints

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This medical practice falsified records to state I had multiple appointments with them that I did not. There is NO phone record, email chain or online portal to show I made any appointments beyond the one I had initially. They are now sending me to collections (with no notice) for $500 for made up appointments. Im not sure if the office manager put additional appointments on the calendar for me or the doctor but I never made them myself and I canceled services with them. Additionally I updated my phone number with them but they never updated it in their systems. When I called to speak with them they refused to fix the issue and instead told me I made these appointments when I didnt. I explained this to them but was just met with arguments.

  Business response

  09/06/2023

  To Whom It *** ******************* patient is incorrect. We have clear documentation (progress notes included above), that show this patient was seen for four different appointments with our office. The dates of those appointments were 5/26/2020, 06/22/2020, 05/17/2021, and 06/14/2021. She then called and cancelled her last follow up that was scheduled on 07/12/2021. We have documented that she called to cancel that appointment on 07/09/2021 at 2:56pm. For the visits that patient had for *** and June of 2021, her insurance had terminated and she failed to provide our office with updated information. Due to this, she was sent billing statements for the amounts that were owed for those two appointments, which was $504. She was sent billing statements monthly starting on 07/06/2021 and ending 03/10/2022 (12 statements total) when her balance was sent to collections due to no effort to pay on her balance. On the billing statements, it says that her insurance was termed and we needed updated information. We sent her a termination letter along with the last billing statement stating on 03/01/2022 that she was going to be sent to collections if there was no payment made. She was sent to collections on 04/11/2022. During this time, we didn't receive any notice that her address or her phone number had been changed. We did not receive mail back or any communication that would have given us notice to this, nor did she call to update any information. When patient called on 8/25/23 and spoke with our office, she was abhorrently rude and berating. She screamed at staff and wouldn't let us get a word in about where the charges were coming from. She vehemently denied having any more than one appointment with us, which as I mentioned and attached, is very clearly incorrect. As a business, we have many obligations and rules to follow and billing fraud is not something that has ever been done by our office. When she was told that the charges were accurate and she needed to follow up with the 3rd party collections agency to reconcile that, she was outraged. She threatened multiple things to our business and there was no resolution that we could offer given the state that she was in. She also mentioned that a man showed up at her door a day or so prior to 8/25/23 and physically served her papers that were from the collections agency. We have NEVER heard of this being done by the ************* of **** and we don't believe it's their standard practice. Regardless, the claims against our business are false. If there is anymore information that we can provide to show our side in this, or if there are any questions on the information attached, please reach out to us at ************. Due to the fact that on the letter it stated a HIPAA release was accepted by her, we have attached all of the information we can.

   

  Thank you for your time on this matter.

  ****************** (Office Manager)

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