Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went into Nao Medical in ************ for an urgent care issue. The people at the desk advised me to book Telehealth. I tried to book telehealth through their online chat system where I proceeded to get scammed out of a $100 copay. They said they confirmed my appointment and someone would reach out to me. No one ever reached out to me nor are they responding to me about receiving my $100 copay back. This is absolute scam and fraud.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited Nao Medical on July 25, 2024 with the express purpose of receiving a COVID PCR test. Prior to being seen, I was asked to pay a co-pay of $100 (with a $3 credit card charge). I confirmed multiple times (both in person and with their chat line) that I would be receiving a PCR test. They gave me a rapid test, told me the results, and I confirmed AGAIN that they performed a PCR test. The doctor informed me I would receive my results in 2-3 days (that is to say, likely on 7/28/2024). It has been over two weeks since my visit (this complaint submitted 8/12/2024), and despite contacting them multiple times via email, chatline, and patient portal, I have not received the results to the test. They refuse to give me a refund and do not answer when I ask them where my results are / when I can expect them.

  Business response

  08/27/2024

  We processed the refund on 8/12/2024. Typically, it takes 710 business days. We contacted the patient on the same day, but the call went to voicemail.

  Customer response

  09/11/2024

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called to set up the appointment 1/2/2022 for a flu shot. While on the phone I asked if billable to insurance. The operator said it is not, it is self pay only. I asked what the price would be and was told $30. Confirmed the appointment for 2:00 that day.At the appointment, while in the exam room, the front desk person came in because they tried to run my old insurance that was on file, and it came back as closed, and she discussed with the doctor (or P.A.?) what the price should be-- the flu shot fee of $25 and an office visit fee of $175? The doctor immediately and strongly replied that for flu shots there is not office visit fee of $175, ONLY $25 FOR THE *** SHOT AND NOTHING ELSE. I told them if there is any other costs I don't agree, I only agree if it is just the $25 flu shot. The staff confirmed. I paid the $25 amount at the end of the appointment. Today, 1/8/2024 they sent me an email that says I have a balance of $485.00, but the bill also says at the bottom that balance owed and patient balance is $0.00. Attached is the bill with the line items.I called to speak with them. The operator for some reason says that I owe $360. Cannot explain why the amount is different than the $485.00. I explain everything written above. He asked for my current medical insurance information which I am not going to give to them! He is going to call the front desk of that medical office to confirm the $25 price and then email me back. They need to send me confirmation that I do not owe any additional amounts because it is a surprise bill that I was not informed of when I asked what the cost would be, and it is only for a flu shot!

  Business response

  01/11/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We want to assure you that we take these issues seriously. Our team is currently looking into this matter, and we are committed to resolving it promptly.
  
  Thank you for your understanding.
  
  Regards,
  Nao Medical Team

  Customer response

  01/17/2024

  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.

  The company emailed me to let me know nothing further is owed beyond the $25 I paid in person, and they sent me an updated invoice reflecting such.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I received treatment over a year ago at Nao Medical. A few months ago I got a bill from them over text but without any itemization. After texts, phone calls and emails, I was able to get an itemized bill, but the balance was not the same as the balance in my original bill from them. I was told that this would be corrected. Unfortunately, I keep getting billed for the original amount. This has happened 10+ times, each time told that the mistake will be corrected, then incorrectly billed again.

  Business response

  11/24/2023

  We are currently coordinating with the Billing team and the Pay Bill reminder team to rectify the discrepancy. Thank you for bringing this to our attention.

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There still has not been an adjustment on the payment portal.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/13/2023

  The issue has been resolved. The patient should not be receiving messages.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Nao medical stated that I would not be receiving messages from them any longer, but did not state anything about the balance. Does this mean that the entire amount owed has been forgiven?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/25/23 I went to the Nao Medical location located at ******************************************* to seek professional medical services and I received the exact opposite. I went to this office to seek help with health complications that *** be associated with allergies. I was experiencing an itchy throat, itchy tongue, and chest tightness. I have never had allergies and I needed to seek urgent care to find the possible culprit of what was causing my allergic reaction. I was told by the staff and present physician that day that they provided allergy testing and the doctor recommended to getting the food allergy testing out of the four allergy tests they so call offer. The physician also recommended in doing some routine physical test as well but I didnt believe they were necessary but the physician said it would be best to make sure everything was ok and since I was worried about what was going on with my health I decided to go ahead with the test even though I knew that those results would be fine since I went to a internist earlier in the year and had a physical done and the results were fine. I mentioned this but the physician was insistent. In the end I paid out of pocket $1,020 in total for that visit and as of today all that I have received are illegitimate results that did not include the food allergy test results. I say illegitimate because two weeks after my visit when I was finally able to get in contact with Nao Medical through text message I was told by a representative that my blood samples were never received by their laboratories. How then can I have any results? Once I was able to speak to a representative over the phone about my experience and they so called investigated I was told by this representative that the results for the food allergy test were never done by the laboratory because the laboratory that my samples were sent to do not perform this test. They never informed me about this and I needed to contact them to find out this information.

  Customer response

  10/31/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Nao Medical has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Nao Medical (formally StatCare) knowingly charged me two separate times for one procedure and refuse to send me a refund check of $150 for the difference. On 8/20/22 J received a COVID test which I paid $150 for by cash but then then went ahead and charged my insurance for the same thing and collected nearly $400 from that. They collected twice on 1 procedure. First Nao medical was claiming the $150 was an expedite fee however on their website it shows they do not charge extra for faster results Then came $150 was my copay- immediately no thats insane my maximum copay is $30 ever.And finally then they started to change their mind and say the $150 was the difference I had to pay between my insurance which is another lie because if that was true I would have gotten a receipt in the mail a few weeks later with my explanation of benefits.NaoMedical finally sent me an email on Feb 28th saying they will send me a refund check however its now April 24th and nothing has been sent and they are ignoring all emails.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My mom, ****************************** had her immigration medical done at Neo Medical on 1/16/2023. I have called them multiple times and they have assured me that they will send the check in my name as she doesn't have a bank account. I keep hearing that the doctors office reimburse. No refund yet.There is a credit balance that they are not refunding.

  Customer response

  05/06/2023

  At this time,

   

  Nao Medical regarding complaint ID ********, however my complaint has NOT been resolved because:

  I have contacted them directly. Like for th past months the billing services tell me that they have contacted the doctors office. But I have not received any resolution.
  ************* Lent is the person who is working with me. I have been getting this answer since January.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  02/01/2023 I had a stomach issue and was having ******** so I decided to go see a doctor at Nao Medical.The doctor asked me some questions and one quick examination by touch over my clothes. I didn't take any blood work or X-rays. He said it should be ******** and sent me to a pharmacy across the street to buy Imodium and simethicone which are medicines I can usually go buy without any prescription. At the pharmacy, they did not even make any labels or pill bottles for me and had me buy prepackaged medicines in the marketplace.For this, I got a $360 bill and I have to pay $125 after my insurance. I think this is still too much and I am really not satisfied with the amount since I had not had any deep tests at the doctor's ****** and basically just talked with a doctor and bought commercially available medicines from my pocket.I have seen doctors at other urgent care but I have never seen this big amount of charge.Besides,02/04/2023 I got a follow-up phone call about my condition from a different doctor. I did NOT ask them to call me to check and the doctor set it up for **** actually was on the train when I picked up the call so I told them that I could not hear well, but the doctor just asked me quickly how I was feeling after that. I told them I got to feel better and thank them for their call and hung up. The call was literally about one minute call. Later, I got another bill saying $300 and I owe another $125.This is really ridiculous and I felt like I got a scam.I tried to reach out to their billing department to ask for the details of the statement and solve the issue since last week (Feb 20th, Feb 27th, and March 3rd) but I still haven't heard back.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I paid $150 for a COVID test on 8/20/2022. This company then went and charged my insurance (BCBS) as well for the same thing. They collected 2 payments from 1 COVID test and refused to mention to my insurance company that I have already paid. I have been contacting them since I received my explanation of benefits. My insurance BCBS has also been calling to which the reps from the billing company say to send an email to which then a supervisor will call back. Its been weeks and I have heard nothing! This is a scam! I told them to either refund me $150 or refund the insurance company $241.88

*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. ↩