Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an upper endoscopy done 12/2023 and was quoted amounts after insurance prior to the procedure. I was quoted $0 for the anesthesia portion from Austin ***************************** Following the procedure, I paid all bills sent to me and cleared all balances from Austin Gastro and any bills related to the procedure. This year, December of 2024, I was sent a bill for $216.60 from Austin Gastroenterology ************************* for the procedure that was done OVER A YEAR AGO (that I was quoted $0 for) and that I was never sent a bill for prior to a year later. I spent an hour on the phone with someone about this and he was very dismissive and just repeated that I needed to pay the $216 repeatedly and ultimately ended in no resolution.

  Business response

  01/02/2025

  Good ****************************** sincerely apologize for the billing issues you've had with Austin Gastro Anesthesia. Thank you for bringing this to our attention. Austin Gastroenterology ********************* is a separate entity from Austin Gastroenterology and we have reached out to their management team to help settle your bill. Please be on the lookout for a call from them directly so that they can get this resolved for you as soon as possible. 

  Kindly,

  *** ******

  Austin Gastroenterology

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In January of this year I was emailed (followed up in mail) a new billing for an office visit that had been paid in full partially by personal payment and partly by insurance. This has been followed by a string of emails using intimidation tactics to "collect" additional funds.I could not find my payment receipt so paid the payment portion (copay) again as disclosed on my explanation of benefits, forwarded along with that payment was my *** to show the amount met my obligation to them and that any balance would be insurance responsibility.When I received additional ********, I called the billing office directly and was told that the *** they had showed a different responsibility than mine, I asked for a copy for verification and was told they could not provide it - no reason for that provided just a refuse to provide.I was told the staff would personally look into the issue and call back, no call back has been made and threats of collection for an invalid billing have continued.

  Business response

  05/29/2024

  Good Afternoon ************,

  We sincerely apologize for any frustration and confusion regarding the billing of services and patient responsible balance. We greatly appreciate you bringing this to our attention as the interactions that you've described do not reflect the standard of care that we strive to provide our patients. Our team has reviewed your account in detail and would like the opportunity to speak with you in order to provide a thorough explanation. A representative from Austin Gastroenterology will reach out to you directly to discuss your concerns in more detail.

  Kindly,

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

  Austin Gastroenterology

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution outlined in attached note is satisfactory to me .
  
  Regards,
  
  *****************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business keeps sending bills that were previously paid with adjusted amounts, making the bill higher than what was originally billed. This has now happened on multiple invoices I have paid. There is no explanation as to where these adjustments are coming from, why they were made, nor any plausible explanation. I have spoken to multiple people in the billing department now to no avail. The standard answer I receive is that this is the amount owed and I have to pay it. This answer is unacceptable to me. Once a bill is paid it should be paid. If adjustments are done after the fact, there should be a clear cut explanation why, when, and by whom this adjustment was made. Unless there is a resolution provided by the business I will let my lawyers take this to the next level, as well as me finding a new provider.

  Business response

  11/07/2023

  Good Afternoon ******************,

  We sincerely apologize for any frustrations we have caused due to the billing issues and follow up you've experienced. It seems that there were discrepancies between our billing applications which created the conflicting information. Someone from our team will be reaching out to you by midday tomorrow in order to provide more clarity. We greatly appreciate you bringing this to our attention as it helps us improve.

  Warm Regards,

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

  Austin Gastroenterology

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called and spoke to someone and stated clearly I needed an appointment with a surgeon to remove scar tissue from the ** report. An appointment was scheduled a week ahead.As I get to the appointment the doctor says he is not a surgeon and I dont need his services or endoscopy.I obviously didnt and I want them to remove the claim submitted to my insurance as well as do not charge me to pay for a doctor whom I didnt ask for or need to see.

  Business response

  04/04/2022

  We looked into the patient record and there seems to be some confusion on the patients part.  This is what I was told:

  In reviewing this patients records, I cannot find where 1) we (Austin Gastro) saw her in the hospital recently and 2) her discharge summary states to follow-up with PCP ********************* in 6 days. Perhaps Dr ** gave her our information to call?

  We have NOT billed out the *** 3/4/22 telehealth appointment to the insurance or patient. It is very clearly documented in the visit note that patient through she was seeing a surgeon and the provider states the visit is NOT to be charged.
  

  Please let me know if this is helpful and if there is anything further I need to do to resolve the issue.
  

    

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