Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dr. ********************** treated my 2 daughters, K and L, on 3/26/24 and 3/19/24 respectively. At the appointments, they estimated what would be owed after billing insurance and required payment before treatment. I paid $88 on 3/26 for K. I paid $171 on 3/19 for L. I received the *** from ************ for these visits in 4/2024. It stated that $64 was owed for K's visit and $75 for L's visit. I contacted the office via email about being overcharged. After reviewing their accounts, the staff member agreed that I was owed $120 and said that it would be refunded to the card I have on file with them. I never received that refund. On 10/8/24, I received a bill for $88 from the office for L's 3/19 visit. I again contacted the office via email. I was told that they will put a hold on the account while they reach out to ************ to reconsider for additional payment. I received another bill in December for L's visit. The *** from ************ has not changed and still states that only $75 was billable to the patient. I emailed the office again on 1/9/25. I asked again for the refund they agreed they owed to me in 4/2024 and asked them to stop billing me for fees that ************ says are not billable to the patient. I have not received a response or refund. I emailed again on 1/23/25 and have not received a response or refund.

  Business response

  02/07/2025

  ********** collected estimated copay on the date of service for both K and L. Upon receipt of payment and EOB from ************ regarding L, no payment was made for two procedures.  ********** made several inquiries with ***** to resolve lack of payment for services rendered, and to date has not yet been resolved.  The family account had previously been reviewed by several designated office staff over the course of several months, including correspondence with responsible party (parent). 

  Upon receipt of the above complaint on 1/30, the business owner was made aware of the ongoing situation and personally reviewed the **** and account and noted the family had overpaid by $24 for patient K and $59.20 for patient L.  The parent was contacted by office staff on 1/31 and 2/1 and discussed in length the issues related to the discrepancy in the account.  Several attempts were made to refund the credit card, however due to amount of time since initial payment, were unsuccessful.  A check was mailed to the parent on 2/4/2025 and parent was informed.  Parent indicated she was satisfied by response and amount refunded.  A note was made on the account not to send any additional statements to the parent while we are in the process of trying to resolve the issues with *************  

  Customer response

  02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have received the check refunding some of the fees that I was overcharged. Unfortunately, this resolution is not satisfactory. I did not receive the total refund for all overpayment. There is still $36.80 (***** X 2)  owed to me. The fees are marked on the current itemized statement sent with the refund check for L as "patient portion" for services that ************ says are not billable to the patient. That amount should have been included in the check that was sent. If ************ approves those services after the appeal, I will pay what is owed. 
  
  When I spoke to ******* on the phone on 2/1/25 regarding this refund, he would not tell me how much was being refunded to me. I asked him for the amount at least twice and got the same answer each time, that he didn't know the exact amount. So I was unable to confirm that it was the correct amount. When the check and itemized statement arrived, I confirmed that an additional amount was owed to me.

  
  The business indicated in their BBB response that the parent (me) was satisfied by the amount refunded. This is not a true statement since I was never informed of how much the refund would be until I received the check and itemized statement in the mail.
  
  Regards,
  
  ****** ***** Day

  Business response

  02/17/2025

  The overage charged for patient K was refunded, along with an additional $25 no show/late cancelation fee as a courtesy.  The account for L is in the process of being reviewed, as our office was not fully reimbursed by ************ for the services provided.  We are in the process of disputing this with Delta Dental.  Our review of the account indicates there was an overage of 19.20-59.20 collected based upon services rendered, and $59.20 was refunded.  The $36.40 that was not refunded is the anticipated copay for treatment rendered.

  We have reached out to the parent via email to review the ongoing issues with the account with regard to the insurance provider.  There is a dispute with the insurance provider (************) currently in process which should be resolved within the next 30 days.  Once they provide a final answer, we will be able to rectify any additional account issues.  We have attached a copy of the dispute along with a pretreatment estimate for services rendered.

  Customer response

  02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As noted on page 1 (paragraph 2) of the provider dispute (attached by the provider previously), the provider is not to bill the member for the services that were denied and disputed. As I said in my previous BBB response, I would like all funds owed to me refunded. I will pay if ***** approves the claims. I expect $36.80 will be refunded to me as it should not have been billed to me. 
  
  Regards,
  
  ****** ***** Day

*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. ↩