While the office itself is clean and the doctor is highly competent, my experience with the business office has been extremely disappointing.
Following one of my husband's appointments, he was instructed to return for a follow-up visit one month later. At that appointment, our insurance had not yet processed the claim, so we paid using our FSA card, as we have done many times before. We were provided with a receipt, which I submitted for reimbursement.
Shortly afterward, our insurance processed the claim and paid your office in full for the visit. At that point, I requested a refund so the charge could be reversed to my FSA card. This was important because unresolved duplicate payments can result in the FSA card being frozen.
I promptly provided all requested documentation and was told that your office was waiting for the insurance payment to fully process on your end. I waited approximately one month without any communication before calling to follow up. I was then asked to bring the documentation in again and was told the supervisor was unavailable but would contact me.
After another week passed with no response, I called and visited the office once more. Again, I was assured someone would contact me the following day. I explained that if I did not receive a response, my husband would come to the office because the delay had become unacceptable. By this point, our FSA card had been frozen, preventing me from using it to obtain my prescribed medication.
After no one contacted me as promised, my husband visited the office. He was understandably frustrated and voiced his concerns in a firm manner. He did not yell, use profanity, or threaten anyone, but it was obvious to everyone present that he was dissatisfied with how the situation had been handled. Remarkably, the very next day, I finally received the refund I had been requesting for weeks.
Fast forward to this year, and we received a certified letter informing us that we were no longer welcome as patients in your practice. While you certainly have the right to dismiss patients from your practice, I find it disappointing that this decision appears to overlook the circumstances that led to the situation.
The issue was never about refusing to pay our bill. The issue was that your office accepted payment from both us and our insurance company for the same visit and then failed to promptly return the overpayment despite repeated requests, multiple phone calls, in-person visits, and the submission of documentation more than once. Had the matter been handled professionally and in a timely manner, none of this would have occurred.
The quality of medical care may be excellent, but the handling of billing issues and communication by the business office fell well below the level of professionalism patients should expect. Unfortunately, this experience has left us with a very negative impression of your practice.
