Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to resolve a billing issue for a month now. I have spoken with ****** in billing once, left several messages, and stopped by their clinic in ****** **** to try to resolve this issue. My experience with the business has not been pleasant, as ****** refuses to return my telephone call to address my billing issue.PACS Urgent Care charged my Flex Card for $232.03. I have spoken with **** (PACS Urgent Care) to bill the correct insurance company (******************) for payment. I also advised **** on Friday, 11 October 2024, that ****************** requests that PACS Urgent Care resubmit their invoice and explain why the original claim was submitted outside of 90 days. PACS Urgent Care submitted an invoice to ********. My wife (******* *******-*******) terminated her ****************** and was listed as a dependent on my **************************** on the date of service (24 February 2024). The total amount charged is in question, as the claim to ****************** was $250.00.

  Business response

  10/24/2024

  Thank you for allowing us the time to research this matter and respond.  Our staff has been in contact with the patient several times regarding this matter.  One of our team members will reach out to the patient again to come to a satisfactory resolution. 

  PACS Management

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I respectfully request that PACS Urgent Care resubmit the claim to my insurance company (******************). I have spoken with my insurance company, and I was informed that when **** resubmit their claim, they should explain why their claim is being submitted past the 90-day timeframe.

  Furthermore, I respectfully request  PACS contact me directly (****** ******* ************), as my wife is currently in ******* dealing with the estate of her father, who passed away in September, and her stepmother, who passed away two weeks ago. This has been an extreme hardship within our family.
  
  Regards,
  
  ****** *******
  
  
  
  

  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went there during there posted business hours on 11-19-2022. I asked for a strep test and that was it. They took it upon themselves to run extra tests without my permission. When I got my bill , they charged me for the extra tests and an after hour charge as well. When I called them to discuss it they told me it was standard procedure, and theres nothing they can do. I feel like Im being taken advantage of. There is no disclosure of what there standard procedure is in their office, and I was there during the hours they have on the website. I mean. If I went to a auto garage for an oil change and came back with a 800$ bill because they claim it was standard procedure to ad a set of tires, it would be criminal.

  Business response

  01/30/2023

  Dear Better Business Bureau,  

  Thank you for forwarding the patient complaint to our office for review.  We would like to formally respond by stating that this patient did contact our office and speak with the Practice Administrator.  At that time, she listened to the patients grievance and responded appropriately.  She spoke with the patient in detail regarding his concerns surrounding testing and specific medical coding.  

  The patient was upset after receiving a bill with tests performed and codes charged.  Based on patient symptoms, our clinical staff follow standard operating procedures and protocols. Appropriate testing is ordered by the treating physician based on patient presentation, symptoms and assessment. Prior to collection, our clinical team explains how they will obtain specimens and initiate testing. Some tests require a nasal swab, blood or a throat (saliva) swab.  At any time, should a patient object testing, the clinical staff would not proceed.  They would defer to the provider without testing. 

  According to the Current Procedural Terminology or CPT Manual, procedure code ***** is a code used for services provided in the office during regularly scheduled evening, weekend, or holiday office hours, in addition to basic service.  This legal and billable charge was applied as the patient presented at PACS Urgent Care for care on a weekend day during regular office hours.   

  It is our policy that if a patient presents for care, is evaluated treated by a provider, we collect any copayments due, bill for services provided as per our contract with their insurance policy.  This was the outcome of this patient visit and it is for that reason we are unable to make any billing adjustments.   

   

  Thank you,  

   

  PACS Urgent Care Management 

  
  

  ****** ******-Practice Administrator

  PACS Urgent Care

  ********************* Office:  ************

  Alexandria Office:  ************

    

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

*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. ↩