ComplaintsforThe Iowa Clinic PC

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon,I am writing to inform you of some mistreatment by the Iowa Clinic in ***************. On March 5th, I received an upper endoscopy. Prior to the procedure, I was never given an estimate of potential charges being over 400 or that the procedure would be going towards my deductible. Months Passed so I thought that everything was taken care off with insurance. Then, over 5.5 months after going through with the procedure, I received two bills in the mail. One for $31.15 and one for $1502.64. When I received the bills on 8/23, I was informed that one of the bills was due on 8/29 and the other was due 9/3. This was just 6 days and 11 days respectively after receiving a bill of over 1530 dollars. After I received these bills, I have done some investigation on why I had these bills and received them over 5.5 months after the procedure. Through the multiple people on the phone and in person that I have spoken to, they said that it took them this long for them/ insurance to process the claim.I also was told over and over again that this procedure was going towards my deductible and then subject to coinsurance if my deductible was met. Despite, being told this over and over again, I am not disputing that this insurance claim was not filed properly with insurance. I am disputing how late I received the claim after the procedure. I am also disputing that I was never given an estimate or notification that this procedure would be going towards my deductible, so I never had the chance to make an informed decision if I wanted to go through with the procedure. When I have talked with the patient advocate, ***** at Iowa Clinic, they said this could be an area that they could improve in. Despite not having this information prior to the endoscopy Iowa Clinic has refused to adjust the bills of over 1530 dollars. I also asked why my endoscopy in 2013 was covered when I still had ********** PP0, but now it was not. They could not give me an answer.

  

  Business response

  09/20/2024

  The Iowa Clinic has been working directly with the consumer repeatedly regarding this matter. The consumer is not satisfied with the final determination by the company. 

  Customer response

  09/24/2024

   
  Complaint: 22314590
  
  I am rejecting this response because: As you indicated, there have been communications back and forth between myself and the clinic. I now understand how the claim was processed with insurance. This being said, I believe the balance should be taken care of by you for the following reasons:
  
  
  1) I did not receive notification of the potential charges of the procedure. Example given- when I got my wisdom teeth out, I was notified of the potential cost. For this upper endoscopy, I was never notified of potential charges by the Iowa clinic for the endoscopy. In one of my conversations with the patient advocates, she admitted that the Iowa Clinic needs to do better in informing patients when the procedure is going to go towards the deductible. If I would have known that this procedure would go towards the deductible for me, I would have not gone through with the procedure due to the large expense of paying over $1500 bill.
  
  
  2) It took over 5.5 months for me to receive the bill after the procedure. Since it took so long, I thought everything was taken care off (covered/ not going towards deductible)
  
  
  3) For an endoscopy that I had in 2013, I asked why the endoscopy did not go towards my deductible in 2013 when I had the same insurance *********** Blue Shield PPO), they did not know why.
  
  Thank you for your review.
  
  Sincerely,
  
  ******* *******

  

  Business response

  09/25/2024

  The consumer disagrees with the final determination made by the clinic. A thorough review was completed, the organization stands by its determination.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to address an issue regarding a recent preventive care mammogram that I scheduled on 10/2/2023, as advised by my doctor. To my surprise, I received a bill in the amount of $725.56 for this procedure. However, I would like to bring to your attention that my insurance policy covers all expenses related to preventive care mammograms, as confirmed during a call I made to the clinic prior to the procedure.I kindly request that the Iowa Clinic rectify this billing error and reverse the bill that was sent to me. I trust that this matter will be resolved promptly and I will not be held responsible for the incorrect charges.Account Number: ********

  

  Business response

  12/26/2023

  The Iowa Clinic will work directly with the individual related to this matter. 

  Customer response

  12/29/2023

   
  Complaint: 21029863
  

  I am writing to express my strong disagreement with the reason provided by Iowa Clinic in their letter, stating that I was advised to check with my insurance. Prior to the procedure, I was explicitly informed that no payment would be required as it fell under preventative care.

  I demand that Iowa Clinic immediately reverse the charges in question.

  
  Sincerely,
  
  *****************

  

  Business response

  01/04/2024

  For privacy reasons we cannot disclose any details related to this complaint but have addressed it to the best of our ability. No further actions will be taken, and we will consider this case closed.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had hip replacement surgery on June 8, 2023. Before the surgery I paid the Iowa Clinic $2,000 toward my deductible. I still owed $1,651.00 money at that point and was paying it off monthly. I have made payments every month.July 3:$425.48 August 21: $300.00 September 18: $200.00 October 23: $100.00 Despite paying every month, the Iowa Clinic reported me to a debt collection agency. When speaking with their billing department, they agreed that I had been making payments every month, but I never setup a payment plan. I do not recall ever being presented with an option to create a payment plan. Due to the age of the debt (4 months), they sent me to collections. I have worked my whole adult life to protect my credit rating and because of an administrative issue my credit will have a blemish despite make substantial payments every month. How can a business treat a customer in good financial standing like this? I also never received any notice that I was being reported. I understand they are within their legal right to do this, but again I have all receipts and my HSA account to demonstrate that I have made payments every month. The embarrassment and punishment of jeopardizing my good credit because I was unaware I needed to setup a payment plan is just not right. It is poor business and it is a terrible way to treat a long time customer.

  

  Business response

  11/07/2023

  The Iowa Clinic will reach out to the consumer and will working directly with the consumer regarding this matter. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Scenario: I've been a patient for 8 + years, which include quarterly nurse only visits. Today, 2/27/2023, I had an appointment at 3:15 PM. I approached the reception desk at 3:24-3:25 PM, where I was informed that I had already been deemed a no show. While I acknowledge I was late, I had never once (again long term patient) have never been made aware of the 10 minute policy ********* standard is typically 15 minutes). I also find it incredibly hard to believe that this decision was made in the indicated time frame as my conversation was right at or just before the 10 minute timeframe. I was then required to re-schedule an appointment, which has physical consequences to me, a continuation of symptoms and more time I will need to take off work. I've regularly and routinely communicated to the staff at IA Clinic, the high volume of symptoms I have in advance of these quarterly nurse only visits, in relation to the medication I receive. I'd like to have formal policies provided for myself and other patients, a confirmation of my medical record with time stamp of the no show, and more insight into the high wait times I've experience in my 8 years with such polices in place. I typically wait a minimum of ***** minutes for these nurse only appointments, and in select times have been greater, in some cases exceeding 1 hour. I'd be far more accepting of the no show policy and 10 minutes, had this ever benefited my visits in the many years I've been a patient. The receptionist at the Ankeny was short and ****, whereas the women I spoke to (******?!) on the phone was calm and very helpful. I've not yet heard back from the Director of the ** division with IA Clinic.

  

  Business response

  03/01/2023

  The Iowa Clinic is working directly with the consumer regarding this matter.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was quoted a price for a gastroenterology procedure. I was charged the quoted price before the procedure. Now, they say I owe more money and have turned me over to a collection agency even though I have contacted the billing **** several times and explained why I am not paying any extra.

  

  Business response

  06/24/2022

  The Iowa Clinic is working directly with the consumer regarding this matter.

  Customer response

  06/29/2022

   
  Complaint: 17463018
  
  I am rejecting this response because:

  I have not received any response from Iowa clinic as stated.  I welcome direct communication, but have not received any as of 6/29/22
  
  Sincerely,
  
  *****************************

  

  Business response

  07/05/2022

  Contact was made on June 30th. 

  Thank you.

  Customer response

  07/07/2022

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

*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. ↩