Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  They canceled my appointment on Jan 3, 2025, while I was on my way there, after I told them on a phone call a few minutes before that I was going to be there and then they exhibited unprofessional communication at the clinic so I never got to see the doctor and then receiving certified mail that this doctor would not see me because I canceled multiple appointments etc and the details are totally false. I had never seen this doctor yet he was a brand new doctor to me and the details in their letter stating that he wouldn't be my doctor are totally false. I always canceled appointments on the app itself and it only allows you to do it so long before an appointment. I talked to the patient advocate business office and they totally agreed with me that no one had the right to cancel my appointment! I have no desire to see this doctor anymore after what they've done to me and the false things dates of cancellations they put in this letter I just received to begin with but this is a matter of integrity and a matter of canceling a patient's appointment that just confirmed they'd be there that I had waited over a month to get to for my knee.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This complaint addresses the improper billing practices of the billing department at a medical providers office, specifically regarding their attempt to bill a ******** patient, which is explicitly prohibited under ******** regulations.A bill dated 12/12/2024 was received for a date of service in June 2022. This service falls outside the permissible timeframe for timely filing and billing, rendering the bill invalid.Per the contractual obligations this business holds with the patients insurance providers, including ********, this bill must be canceled, removed, deleted, or adjusted to a zero balance immediately.Failure to address and resolve this matter appropriately undermines compliance with ******** regulations and established billing practices.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Have been a patient of BSW for 20+ years. I have struggled to get into the office to appointments due to my business work schedule. As I missed a couple of appointments I was released as a patient. Was told they tried to send notice but mail was returned. Note I have over at this address for over 6 years and have never had any mail issues. Made an appointment because my blood pressure medicine was refused to be refilled until I saw doctor. When I came in for appointment I was notified then that I was dropped as a patient after taking a full day off of work. Mind you the office was empty. Doctor refused to see me. And wouldnt let me have a conversation with the doctor. Leaving me without an option. No courtesy calls after making the appointment. Very unprofessional business manners.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On June 14, 2024 had my yearly wellness visit with my PCP. During the visit, the doctor noticed some scratches on my arms and asked me when I'd had my last tetanus shot, i responded that I couldn't remember ever getting one, so it must be a long time ago. The doctor suggested that I get a tetanus shot before I left, so I did. When I received the *** from my ********* Advantage) insurer, ******, it stated that I did not owe anything. However, an invoice from Baylor Scott stated that I owed $218.36. A series of phone calls to the billing department determined that Baylor Scott was charging me for the Tetanus shot that Humana denied payment for. ****** said that it was coded improperly, but Baylor Scott said that it was not. I am caught in the middle, Humana says that Baylor Scott is using "excess billing" which is against the law. My opinion is that it is not only excess billing, but the lack of notice by Baylor Scott that this shot would not not be paid for by my insurance before administering it, was neglience on their part. I would not have had the shot had I known that it was not covered. It did not even cross my mind that a vaccine booster shot would not be covered.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am filing this complaint regarding a $246.90 charge for an annual check-up at Baylor ********************************************* in March 2023. Despite the visit being a routine exam, which should not have incurred any charge, I did not receive a bill until almost a year ******** August 2023, I contacted Baylor *********************************************'s billing department to inquire about the lack of billing to make sure everything is filed correctly. I was informed that the charge was still under review and not yet posted to my account. I requested that the bill be sent promptly so I could address it with my insurance. However, the bill was not posted or sent to me until 2024.Upon receiving the bill, I again reached out to the billing department, reiterating that this was for an annual exam. I was assured that my case would be escalated and that I would receive a follow-up. Unfortunately, instead of receiving any further communication, my account was sent to ******************************************************* sent the bill to me very late and did not answer my follow-ups and escalation causing me to miss the period to contest the charge with my insurance, resulting in an undue financial burden. This handling of my account is unethical, and it contradicts the values I expect from Baylor *********************************************.I am requesting that this matter be resolved immediately. Specifically, I ask that Baylor ********************************************* withdraw the collection action and communicate with me regarding the resolution of this dispute. If this is not resolved promptly, I will consider taking legal action.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6-28-2024 I sent a request to my BS&W pharmacy for a refill for my epilepsy medication. I requested the refill early because I have had so many problems with the neurology department in the past. Today is 7/9/20/4 and I have had no response to my messages. I have spoken with the neurology department and have not received an approval for medication still. This is day 2 of no medication. I would not recommend this department to anyone. They do NOT advocate for their patients.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On April 21st, 2024, I visited Baylor ********************************************* (***) Emergency Room (*******************). After visiting an urgent care without long tweezers to remove a small (2cm) piece of plastic from my tongue, we went to the *** A nurse removed the plastic piece and then the hospital financial services rep came to review the charges. She informed us that all we owed is $****** and we chose to pay it in full. We requested to keep the piece of plastic so that we could notify Chipotle of the hazard in my food and the nurse stated she lost it. On May 20 we received a *** bill for $546.53 in the mail. On May 29 we called **************************** *** (CIP) listed on the bill as we had questions considering that we already paid and the listed charges for services and personnel included were false. The bill stated I received care from a MD and PA of which neither served me and that I received surgery, and I did not. CIP was rude and stated that they only collect payments and if we had any concerns with the billing that we needed to reach out to ***. We then called *** billing and *** said they would call CIP because CIP should be able to answer any customer questions regarding services rendered. After not receiving any correspondence, we called *** on June 24 and were hung up on. We received a call from *** on June 26 stating that CIP was non cooperative with them, but referred us back to CIP to resolve our billing issue. Both parties arent willing to assist with the false billing and we are being given the runaround. *** notified me of another bill coming in the mail for $****** for the hospital room. She said that I would still owe $714.97 (****** minus the ****** paid). On the June 24 call, the *** representative stated that the bill was high as I was charged for Abbreviated Injury Scale Level 6 care which is Maximal, possibly fatal, which is completely false. The rep even stated that she would need to look into this as it was wrong and then hung up on us.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The patient relations department is completely ignoring me. I admit I've cussed them out before, but only when they deserved it.I've sent them polite emails, calls, and filled out their form, but nothing, costing me multiple appointments, and even contributing to sending me to the ***

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently changed insurance providers, until now my family has been going to *** for health care needs. My daughter started treatment there and had been receiving treatment for several months. My work decided to change insurance providers, this was a circumstance beyond my control. I took my daughter to treatment and was told there was a problem with the insurance. My next step was to contact the insurance provider and inquire. I was told my by insurance provider there was absolutely no issue with them and that the treatment was approved. Called *** back and relayed this information. The treatment requires a special order medication that has to be ordered by the *** pharmacy for each treatment session. Due to the perceived issue with insurance her appointment was canceled for that first week. I have spoke with *** on a weekly basis now for 6 weeks trying to resolve whatever issue they seem to have. I'm always told "...someone will call you back" No one ever calls back. I have contacted the patient relations department 7 times, I have never received a return phone call or response from the web form. It's like the patient relations contact form and phone number are a placebo. So here I sit at work, my daughter's condition deteriorating, at 6 weeks without treatment and *** can't even follow up with me. I want someone from *** at an executive level to contact me, and explain how they are going to make this right.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date is June 28, 2022 to July 05, 2022 Patient: ****** ********************* Hospital Services Our policy is $700.00 per hospital stay and they charged us $1400.00 (double billing) This was there response This message originally read on 2/10/2023 Thank you for your patience during this review process. We did find the error and are correcting immediately. Please allow a little time for processing. Thank you.THIS WAS YOUR ANSWER TO THE BBB COMPLAINT BACK IN 2023!As of July 19, **** this has NOT BEEN CORRECTED IMMEDIATELY. This is a balance billing which is illegal. This $700.00 should be removed, as the second bed they refer to is an ambulance service taking me to the hospital, which in my benefits says it is $75.00. Your answer to the BBB complaint says that you did find the error and correct IMMEDIATELY, so here we are 1 1/2 year later in **** AND STILL NOT CORRECTED. It should not take more than 2 weeks to correct, if not we will go back to BBB. As of today they say we owe $1290.00, if our copay is only $700.00 how is this balance. Scott and White has been lying to us and to others that they have corrected THERE ERRO THAT THEY FOUND BUT HAVE NOT. It only take a few days to correct NOT almost 2 years. We would like for Scott and White to tell the truth and correct this.

*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. ↩