ComplaintsforSaco Bay Orthopedic and Sports Physical Therapy , Inc.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received physical therapy from **** Bay Physical therapy on 10/11/22 and 10/20/22. When we received the bill for the service in November of 2022 my wife paid it from our HSA account. Our HSA has confirmed that the check was sent & cashed. We are still receiving bills showing a balance. My wife notified them of the discrepancy in January, when the account still hadn't been adjusted she provided them with copies of the cashed check via email on 3/12/23. The ******************* has not been properly adjusted.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited Saco Bay Orthopaedic and Sports Physical Therapy in ********, ** in late September 2022 to seek a consultation RE: a numbness on my tongue. After a ***** minute discussion that consisted mainly of casual conversation, it was determined that I would not benefit from their services and should seek specialized services from an ear note and throat physician. This determination was made in the first 5 minutes of my visit, and I was charged a $40 co-pay on my way out.To my surprise, I received a bill afterward stating that I was being charged $245 in total, and that after my $40 copay and insurance adjustments I owed an additional $72.57. This made my total out-of-pocket expenses $112.57 for a 15-minute visit.I made several attempts to contact the business through phone and online, with them demonstrating clear and consistent confusion around how to adjust the bill. During each conversation - including a phone conversation with a member of their billing team - I was told that I should "absolutely in no way be obligated to pay the additional $72.57." However, instead of simply adjusting my bill, the clinic informed me they sent a series of internal emails I was not CC'd on to seek authorization to adjust the bill. They never followed up with me, and after I reached out once more they advised I contact their third-party billing office to resolve the issue, despite the fact that they had previously told me the billing office has no power to adjust balances for patients. The billing office told me the same when I contacted them.I finally received a voicemail from Saco Bay Orthopaedic and Sports Physical Therapy on 1/9/22 saying I was "billed for a 15-minute session" and that the $72,57 would still be owed or else it would be sent to collections. I am being forced to pay disproportionately for services I did not receive and members of their staff have agreed I should not pay, and I am seeking reimbursement for these charges and the stress of the process.

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I did not receive this in writing, though I received a phone call advising me that the expense I was demanded to pay has been removed from my balance.

   

  I will reach out if they do not follow up on this promise.
  
  Regards,
  
  *********************************

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