Complaints

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I moved from as Vegas 18 years ago but kept my ************ cell phone number. starting March 07, 2024 I began receiving calls for the listed business. Primarily about payment and billing. These calls have continued up until today when I received one from yet another customer(patient) of this health care service. Conversations with these customers indicate that this business listed my phone number (************) on their letterhead. I have received in excess of 30 such calls, some actually hostile that I wasn't who the caller wanted and why wasn't I? This many calls is bordering on harassment caused by this business mistake.

  Business response

  06/07/2024

  Dear BBB and Customer,

  First, we'd like to apologize for the inconvenience this has caused. We were ale to locate the phone number on our medical records letterhead as ************ (see attached). In order to seize all calls going to the call phone number, we have changed and updated the letterhead's phone number to be our billing phone number. If the calls persist, please don't hesitate to reach out to us at ************. Again, we apologize for the confusion and hope that this correction will stop all calls regarding our business coming directly to the cell phone number in question. 

  Best wishes,

  *****************************
  Sr. Director of Patient Experience

  Customer response

  06/08/2024

   
  Better Business Bureau:
  
  I find it hard to believe that the excessive number of calls I received all transposed the prefix 725 to 702, causing all these calls to be routed to my cell phone. But if that's your story, guess you are sticking to it.

  At least now when I get such a call, I know what to tell the caller.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I established as a new patient (account number ********* with *************************** at Valley Oaks Medical Group Sun City on January 22, 2024 (address is ************************************* *****************************)At that time, I was given a referral to Quest Diagnostic for routine blood work, i.e. hemoglobin A1c, **** Lipid Panel, etc. Since 01/25/2024 I have attempted to have the office staff, ******** (she stated to the *** representative on 3/13/2024 that her name was *****), ***********************, the lead medical assistant and/or *********, the office manager at Valley Oaks, submit the Quest Diagnostic referral for blood work through THEIR patient portal. I am insured by Health Plan of Nevada and my plan is a HMO, which requires all referrals for services be sent through a patient portal. As of March 13, 2024 I have yet to have success with my referral and am not able to schedule an appointment with Quest Diagnostic unless I want to pay for all bloodwork services out of pocket. I have contacted the Valley *********** via telephone on 8 separate occasions beginning January 25, 2024 to February 27, 2024 times and 3 times via email. I have had 2 representatives from *** contact the office directly. The first representative (******) called on my behalf on 3/12/2024 and stated that ******** (from Valley Oaks) stated she would take care of submitting the referral. On 3/13/2024 ****************** from *** contacted ******** or ***** at Valley Oaks and she, *******, disconnected the call as ******* attempted to connect her with a department at *** that would assist her with the referral process. My insurance has been billed and has paid out $334.00 for the new patient visit on January 22, 2024. I also lost half of a day's pay for that appointment. I believe it is only fair, reasonable and medically responsible that this office follow through and submit my referral through their office's patient portal.After all, isn't one of the tenets of healthcare is that the role of the primary health care provider is the first contact for the majority of the patient's needs???Sincerely,**************************

  Business response

  04/24/2024

  On 1/25/2024 all labs and and referrals were sent to Quest Diagnostic per her request, however we could not guarantee that the patients services would be covered. 

  On 1/31/2024 patient called that she will no longer participate with Valley Oaks Medical due to the time period for the referral.

  On 2/8/2024 Patient called regarding the referral that was sent and asked for the referral to be a ****** care program, request was fulfilled as requested. Patient discharged herself from the practice and will follow up with another provider. Patient will contact Valley Oaks if she needs records to be sent. 

  On 2/22/2024 Another referral was sent to Southwest Medical. 

  On 2/27/2024 Southwest Medical did not accept the diagnosis code for the patient to schedule appointment, re-submitted diagnosis code and left message for the patient regarding the update and to schedule. 

  On 3/6/2024 Patient called regarding lab order, patient does not want a certain test to be order. Reviewed with patient and insurance company, updated new lab orders and sent to Quest. 

  On 4/9/2024 Attempted to reach out to the patient to attempt to correct the course of action from the providers office and to extend any help possible but was unsuccessful and left voicemail for a call back

  On 4/24/2024 Attempted to call patient again to discuss the situation but no answer and left a voicemail. 

*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. ↩