Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited Medallus Urgent Care in Layton. Prior to checking in, I spoke to the receptionist ***** regarding the total cost of medical services. I explained to her I needed to pay everything in advance and if not, Id go elsewhere. She assured me a price of $169.oo for the visit. She confirmed the total price multiple times before being seen.After being seen, I checked back in with ***** and asked her again, if I owed anything else for the visit. She saw my paperwork, and again assured me nothing more was due beyond that.About 1 month later, I receive a bill for about $300.oo. I called the clinic and spoke to *****, whom recalled our conversation. She said to ignore the bill saying she would take care of it on her end.About 2 months later, I received a $500.oo bill for lab work. I called and requested to speak to a manager, whom was actually *****. I reminded her of our conversation in which she then said to me it didnt include lab work services from that day. I reminded her thats not what she explained and assured me on the day of the visit.She then tells me she can put it down in her system that I had paid this additional cost upfront on the day of service, which would reduce the cost to 60.oo. I reminded her she never told me about the additional costs. I requested to speak to someone on a corporate level (or her manager) regarding our conversation in which she said one would call. I never received a call back. I called back again the next business day and got ***** again. I asked if I could just pay the 60.oo and I would take the loss. ***** then tells me the discount is not available to me anymore because its gone to corporate. The only thing that changed from the prior day was I asked to speak to her manager (or corporate)regarding our conversation.Ive received no response.

  Business response

  11/13/2024

  I had spoken with ***** regarding complaint and she advised on the situation the self pay insurance was listed on patient account and it had gone to our billing and coding team and did not get adjsuted manually prior to the first statement going out. Once the patient called ***** was able to get this updated and adjsuted to reflect appropriately. Patient signed an agreement stating he understood the fees if there were outside services. ***** the ** at the itme was not notiified additional services were performed in teh back which is why no other payment was collected at the  time of service. Once patient was upset after speaking she had advised him to contact coroporate and so we could come to a resolution for the patient which si then when he filed a complaint although we were in teh process of addressing. I was the one that recieved the request from ***** and was out of the office when she sent so I reached out to him as soon as I returned ot the office within 2 business days. he then requested we call back and specific times around his time frame whcih we did the best to accomodate based on our schedules as well. the labs were actually more expensive than the $60 they were $203 that we were billed from Quest however, we ajusted this amount off for him due to the inconvenience last week on 11.5.2024 when I spoke with the patient and he then submitted this complaint. Unfortunately, although there were errors on our staff part we were very quick to resolve each time he had contacted us. The initial visit also should have been $269 not the $169 which he signed the agreement stating he was aware of but due to again our staff error that was also not collected from patient. I am unsure what further we can do as care was provided to patient and services were rendered.

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