Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Neuropsychological Services of Astoria on 2/7. I paid them my $90 copay for the visit, as well as a $520 deposit for the testing services, which the doctor assured me would be refunded when my insurance processed the claim. That did not happen. Instead, retroactively, the business is claiming that the money wasn't a deposit at all, but was an administrative fee, and are refusing to refund me the money. I cannot emphasize enough that this is NOT what the doctor told me and NOT what I agreed to (because who on earth would agree to that?). They state that I agreed to all of this in writing, but are unwilling to produce the agreement that I signed. Whether or not that information WAS sneakily added to the fine print on the intake form, the doctor flat out lied to me about the purpose of the money and rushed me through signing the contract ("It's all super standard," etc). The note from the transaction clearly states I was paying them a deposit. I filed a complaint with ***** but they denied me a refund.I received testing from the facility on 2/12 and 2/13. My copay for these two visits would amount to $180. Instead, they have billed me an additional $810 in order to receive my results. I contacted my insurance and they confirmed that I only owed $180, and that the provider had fraudulently submitted several additional claims in order to make it appear as if I had received far more days of testing than I actually had. I filed a claim with their fraud department but have not yet heard back. All this can be confirmed in the attached documents. Given that the doctor lied to me and that my insurance confirmed they had submitted fraudulent claims in order to overcharge both me and my insurance company, I believe I have good reason to think that the company was acting with the express purposes to scam and defraud me. They will claim I agreed to all of this in writing. I believe a business shouldn't be allowed to lie to customers in order to get money from them.

  Business response

  05/09/2024

  Enclosed please find response in attachement. we apprecaite the opportunity of clearing the complaint as *************** refuses to listen to anyone explaining him and for ***** to have denied his refund as it was a legitimate charge.  Also the insurance company in the email sent by him confirms the copays that he does not want to pay. His insurance was updated today as well of his actions and false claims. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have received virtual talk therapy sessions with Neuropsychological Services of Astoria for the last 6 months. With my health insurance, I normally have a copy of $30 per session. In the entire 6 months the business has not reached out to request payment by providing receipts for each session. My coverage is through United Healthcare (UHC), which is where I found this service as in-network. After each session, claims submitted by Neuropsychological Services of Astoria to UHC show I owe $0 to the provider. Ive been mailed paper copies by UHC showing they paid the full amount billed by Neuropsychological Services, and that I owe $0. The same shows online in UHC portal claim history. I was under the impression that theres no balance to be settled. I am a patient at a different virtual practice (Happier Living) for psychiatry and all UHC claims from Happier Living show I owe $30 after each session. On June 3rd I received a call from Neuropsychological Services of Astoria asking for billing zip code. They charged my debit card $540.80 over the phone without my authorization, without telling me the amount before processing the charge, and without providing an itemized invoice to show the sessions this amount is for. They did not inform me that the service used to charge has a 4% service fee. The next day I had a virtual appointment with my therapist who informed me theyre no longer providing services to me. She mentioned 5 of her 8 patients for Saturdays will be dropped. They emailed on June 4th to tell me my insurance will be treated as out of network and if I want to continue treatment, I need to pay a full $175 per session (weekly) out of pocket and see if my insurance reimburses me. I requested an itemized invoice for the charge and received no response. I called the business on June 6th to request and still no invoice. My insurance has not changed, so why suddenly would I be considered out of network?

  Business response

  06/23/2022

  Re: charging her for copays and unauthorized to charge is untrue. In her registration she signed and agreed that we could charge for any outstanding balance. 

  Re  the 4% service charge is a charge made by the credit card company not this practice, therefore all clients are responsible for using credit card. Itemized invoice is unnecessary as her complaint sates30 per session. She was charged in error as the insurance was waiving the copays due to covid,the individual who charged it made an error and charged her. As of today she was fully reimbursed including the 4% as she was not responsible for the payment.

  We are discussing with the insurance as per our contract but they have not fully answered if we are to continue taking this insurance or not. The $175 per session is lower than average and that would have been the immediate solution if she wanted, until we obtain answers from the insurance company.as of this day we are still awaiting answers from the insurance.

  Customer response

  06/24/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

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