Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a healthcare professional, I am appalled that this clinic is still operational. Over the past few weeks, my wife and I have experienced what can only be described as patient abandonment. There was no communication regarding our provider leaving the practice, followed by a refusal to provide a temporary supply of medications to bridge the gap until we could attend the required appointmentsdespite clear mishandling on their part.During my last scheduled appointment, my physician failed to show up for a telemedicine session, leaving me waiting for over 15 minutes with no resolution. In a separate urgent care telemedicine appointment, I waited 20 minutes before calling to follow up, only to be told by the front desk staff that this happens a ****** make matters worse, I was charged for both appointments where the providers did not show up. I was assured by the front desk that I would receive a refund, but that has yet to happen. Additionally, I was told a supervisor would contact me, but I have not received any ************ wife, who was able to attend her appointment, encountered a provider who was rude, dismissive, and failed to address her concerns. The provider prescribed her a medication known to cause severe side effects for her in the past while neglecting to refill her current medicationeither by choice or oversight.This clinic has repeatedly failed to meet the standard of care, and I intend to file formal complaints through all appropriate channels. The lack of professionalism, accountability, and basic communication is unacceptable.

  Business response

  01/14/2025

  We processed the refund for the charges related to missed appointments on December 27, 2024, and we hope this addresses that particular concern. Regarding communication about provider departures, notifications are sent via email and through the patient portal. However, we recognize that communication gaps can occur if a patient has unsubscribed from email notifications or is not signed up for the portal. We encourage patients to verify their communication preferences to stay updated on important changes.
  We take your feedback about customer service very seriously. Internally, we are working to hold supervisors accountable for returning critical calls promptly and are implementing measures to monitor phone interactions to ensure better service in the future.
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to walk ** clinic and gave them my ******** BlueCross card and they never filed with my insurance instead took ****** dollars out of my checking account and wax gonna take ****** more and now says it takes 6 weeks to refund that is fraud its complete health partners ************** ** *****

  Business response

  01/16/2024

  We have reached out to the patient, and have issued a refund. The insurance that was given at the time of service was not valid, so we issued the refund and refiled the service to her insurance. The refund takes up to 3 weeks to get to the patient due to the refund being a check in the mail, and we have to get the check cut from an outside source since we are a part of Privia Health. Thanks!

*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. ↩