Complaints

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I TOOK MY DAUGHTER IN TO THE URGENT CARE FACILITY DUE TO HER BEING VERY ILL ON 04/22/2023 AND CHECKED IN AND AFTER WAITING 30 MINUTES WAS TOLD THEY COULDNT SEE HER WITHOUT AND INSURANCE CARD SO I EMAILED THEM A COPY OF THE INSURANCE CARD. THEN 20 MINUTES LATER RIGHT BEFORE THEY WERE ABOUT TO CLOSE THEY STATED THEY COULNT SEE HER BECAUSE WE OWED A BILL. I TOLD THEM SHE HAS ***** INSURANCE AND THERE SHOULD BE NO BILL I NEVER RECIEVED ANYTHING IN THE MAIL AND NO ONE HAS TRIED TO NOTIFY TO ADVISE ME OF THIS. THEY ARGUED WITH ME AT THE FRONT DESK ABOUT NOT SEEING HER BECAUSE I HAD A BILL WHEN INDEED IF I OWED A BALANCE THEY SHOULD HAVE TOLD ME AT CHECKIN. SO THEY PRINTED ME OUT THE NOTES ON THE ACCOUNT ALL TO FIND OUT THE REASON HER ******** INSURANCE DIDNT PAY WAS BECAUSE THE OFFICE INCORRECTLY FILED THE INSURANCE UNDER MY INSURANCE(WHICH SHE IS NOT ON AND I NEVER INDICATED SHE WAS ON) AND NOT HERS. THEN TO ADD INSULT TO INJURY THE NOTES THAT THEY PUT ON THE ACCOUNT SAID THAT THEY FILED THE CLAIM WITH ORIGINALLY SEVERAL TIMES WITH THE INCORRECT PROVIDER AND THEY HAD TO REFILE SO BY THE TIME THEY REFILED THE CLAIM IT DENIED AGAIN BECAUSE THEY HAD FILED IT SO MANY TIME INCORRECLTY AND THEN THEY WOULD PROVIDE ME A COPY OF THE ORIGINAL REGISTRATION FORM I FILLED OUT WITH HER INSURANCE INFORMATION ON THERE BECAUSE THEY KNEW THEY WERE IN TE WRONG SO INSTEAD OF THEM STATING THEY FILLED THE CLAIMS INCORRECTLY THEY BLAMED ME AND SAID THEY WONT SEE HER BECAUSE I SHOULD HAVE RECEIVED SOMETHING IN THE MAIL. I ASKED THEM HOW AM I GOING TO RECIEVE SOMETHING IN THE MAIL FROM AN INSURANCE THAT SHE DOESNT EVEN HAVE AND THEY NEVER EVEN CALLED ME TO REACH OUT TO ME NOR SAID ANYTHING TO ME AND I HAVE BEEN THERE SEVERAL TIMES. I ENDED UP HAVING TO TAKE MY DAUGHTER TO THE ACTUAL EMERGENCY ROOM AFTER THEY DECLINED HER AND SHE WAS ADMITED *** ********* ******* ***** ** *** ** **** *** * **** **********. SOMTHING NEEDS TO BE DONE ABOUT THIS AND I WILL CLIMB EVERY CHANNEL UNTIL IT IS.

  Business response

  05/09/2023

  Ms. ********** brought her daughter into the Urgent Care on 04/23/2023.  Upon arriving Ms. ********** stated that she had a pending balance and asked the receptionist to check it.  The receptionist checked her account and informed her she had a balance of $******, which had been turned over to collections.  At that time Ms. ********** was informed she would have to pay her balance in full before she could be seen. Ms. ********** refused to pay her balance, but expected to be seen.  Ms. ********** stated she had never been contacted by our billing company.  The receptionist provided Ms. ********** with a detailed statement and notes from the billing company.  The notes from the billing company documented the date the telephone calls were made, as well as the fact they were hung up on when they called.  

  Ms. ********** became very aggressive and argumentative with the receptionist stating it was the receptionist's fault her daughter's insurance was filed incorrectly.  The receptionist tried to explain her claim had been refiled, but was denied. Ms. ************ behavior continued to escalate and she became very hostile and aggressive, frightening the receptionists.  The office manager then intervened and asked her to politely leave.  Ms. ********** ignored the office managers request to leave and became even more irrational and threatening "to take you all down".  The receptionist called 911, but Ms. ********** left the building before they arrived.

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