Complaints

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled an appointment. I have contacted the business several times and each time I was told the issue was resolved and they canceled the payment request for $48.31.

  Business response

  03/04/2024

  I am reaching out in response to the complaint filed by ***************************.
  Stated compliant implied that the patient was billed for services for a cancelled appointment.
  
  Our records and documentation show that the patient attended the appointment on 8/28/2023. The treating therapist has documentation providing narrative of the patient encounter as well as a documented flow sheet which details the exercises that were performed on that date. Our Electronic Medical Records system tracks appointments that are cancelled, no-showed or rescheduled and this patient was indicated as checked in at the front desk at 7:23am after confirming the appointment over SMS text message at 7:01am that morning.
  
  Our records show that the patient did cancel the appointment before this one. Our system indicates that he cancelled his appointment on 8/17/2023 where it was noted that he had to cancel due to a dentist appointment.

  Customer response

  03/06/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Jan 6, 2023, I was asked to pay $2465.89 for a surgery that I had not even had done yet. I questioned them about having to pay this up front, but I paid, or they would cancel my surgery. Had Surgery Jan 9th everything went as planned. Forward to current day 2/21/23 the money I paid on Jan 6th was not owed to them only a $500 co-pay. So, I had requested a refund of over $1500.00 on 1/23/23. Now 2/28/2023 over a month later and left several messages with the billing ************** "******" and never heard back and never gotten a response or refund. Every time I call, they cannot give me an answer about my refund except they are processing it.

  Business response

  03/10/2023

  We have confirmed with the consumer that the refund was received.

  Customer response

  03/13/2023

  Yes, On Friday 3/10/23 the billing Manager called me to confirm my refund information. And I am satisfied with the response. 

  Customer response

  03/16/2023

   
  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.

  Date Sent: 3/13/2023 1:07:51 PM
  Yes, On Friday 3/10/23 the billing Manager called me to confirm my refund information. And I am satisfied with the response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before having a MRI on *******, I called Elite to get a cost quote for the cost of this procedure. I talked with ****** after talking with two other Elite employees that said they don't give estimates. ****** argued against giving an estimate but eventually gave me an estimate of ******, which I paid on the day of the procedure. There was no mention of any other costs in our discussion. The bill came a month later for an additional $*** charge. I called into Elite to get an explanation. I was originally told it was an insurance billing issue and I had to figure it out with UHC. I called UHC who said the billing was correct and exactly what was quoted for Elite when they called. It took me a total of 14 calls to Elite to finally get a reason for the additional charge. On the 14th call on *******, ****** told me that the extra charge was for an office visit that was included in the cost quote from the beginning. I asked to talk to the manager about it and ****** said ok. I have called back another three times (****************), left messages for a return call without any reply. In summary, Elite charged $*** that was not on the original cost quote that was given to me, will not admit the mistake and will not elevate the problem to their management team.

  Business response

  05/06/2022

  Business Response /* (1000, 5, **********) */ Our precert team gathered the patient's benefit information online and quoted the patient for an *** on *********. Based on the information provided by ***, the estimated patient portion was $******. This estimate did not include the office visit on the same day. When the patient asked for that information, our precert team member told him he would need to be transferred to the billing team because she could not provide that information. We are unable to provide estimates on office visits for our patients. The ranges of these visits can vary depending on******* ordered, *** dispensed, and the level of the service provided, therefore we do not quote. The patient continued to ask us to go against our policy and quote for the office visit regardless. The patient spoke to a billing supervisor, and she referred him to his office visit the previous year and stated he could expect a similar amount. Every call that he made to our billing department was handled by a supervisor. The estimate for the *** on ********* was $******, insurance processed the claim putting $****** to patient responsibility, a difference of $*****. The amount paid for his previous office visit in 2020 was $******. The office visit in 2021 processed $****** to patient responsibility, lesser $****** than the previous year. Since we are under contract with ***************** we are obligated to follow their guidelines of the eob. Consumer Response /* (3000, 12, **********) */ The response by the business did not comment on the main problem. They put a charge on the bill that was not included in the estimate at all. It was not referenced in any follow up call until five months after the procedure. Billing should not be a free-for-all, with the business allowed to bill different items that the estimate they give to customers. It's not the amount the insurance was willing to pay. That is not the issue. I have offered to pay the $**, since that is a reasonable deviation from the original cost estimate.

*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. ↩