ComplaintsforTennessee Orthopedic Alliance

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Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 28 January ************************************************************ for a follow up ER visit. The original bill was $212 with VA Authorization #VA0017565669 for payment on date of service. Due to **provider error** the bill was charged to TRICARE instead of the VA, resulting in an incorrectly incurred $50 copay. Over the last 2 1/2 years I have called billing over 25 times personally requesting reprocessing of the charge, the charge be written off due to provider error, requested proof of timely claim due to payment being rejected for submission beyond 180 days. Myself and VA collections have left over 10 messages at billing escalation ************* with no answer, no call back, explanation letter sent by **** mailed and unanswered, additionally sent email on ********************************* with no response. This 2 1/2 year experience with horrible customer service has caused me to seek ********************** treatment elsewhere.
Business response
08/30/2024
Thank you for bringing this to our attention. We have escalated this with our teams internally and will be reaching out to the patient directly.

Best Regards,
***************************, TOA Director Patient Experience
Customer response
09/04/2024
Although I have never had a phone call answered by billing escalation in 2 1/2 years, never got a returned phone call after messages left to billing escalation in 2 1/2 years, never had a reply to my emails to billing escalation in 2 1/2 years, I was contacted today by TOA billing and told my BBB complaint resulted in a review of my account that determined my balance is now zero. Thank you Better Business Bureau.
Customer response
09/05/2024

Complaint: 22217840

I am rejecting this response because:
I demand something in writing indicating balance is removed, email or **** mail. Id like to believe the *** representative that called is credible but after 2 1/2 years of extremely poor customer service I cannot believe anything originating from customer service.
Sincerely,

*********************

Customer response
09/06/2024
I was notified by TOA billing my balance is now zero. Checked online account and it still shows $50.00 owed.
Customer response
09/10/2024
Please close my case. My balance online with TOA now shows $0.00 owed. Thank you BBB for bringing this tumultuous 2 1/2 years to an end. Wish I would have reached out to BBB sooner.
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This complaint is not on the doctor *** preformed my surgery. It is simply on the billing department. I broke my distal radius back in January when Tennessee got all that snow. They got me in super fast and got my surgery done fast as well. They charged me almost $2,000 up front THE *** BEFORE SURGERY and told me if I did not pay it then they could not do the surgery - which I paid obviously. They told me that my insurance did not pay for a lot of my Physical Therapy - which was fine because I was fine with paying for what I needed to recover from the injury. 4 months ago by after therapy and I get another bill for over $2,000 this time - I paid it - no questions asked. I was waiting on a bill from them. THEN a month after I paid the second $2,000 I get ANOTHER bill but this time from a COLLECTION AGENCY stating I owed around $4,000 to TOA.. I called TOA and all they could tell me was they sent the first one by mistake and I actually owed more than the first bill I got.. ALL they could offer me was an itemized bill.. So I asked when it was sent and they sent the bill to collections when I was still an active patient there. I paid every single bill I was aware of and got in the mail. I was sent to collections WHILE I WAS STILL AN ACTIVE PATIENT THERE without even being made aware I owed anything..
Business response
08/26/2024
Thank you for bringing this to our attention. We have escalated this with our teams internally and will be reaching out to the patient directly.
***************************, TOA Director Patient Experience
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Billing issue: my son had six Physical Therapy visits. Our copay is $50 per visit, and I have receipts showing weve paid $300 for those visits. However, we continue to receive a bill from TOA for $50. *** called numerous times, spoke with people in billing, escalations, and research ****s and no resolution. They sent an itemized bill (which makes no sense), and then when I call to review this, no one has access to the itemized bill - they have to ask for permission. I think were on round five or six of calls to billing/escalation and still not resolved. Every time I call, they claim to put the account on hold but then we receive notification in a couple days the amount of $50 is overdue. Ive verified with our insurance and confirmed our copay and confirmed with the PT facility that we have a zero balance with them. We are now almost 90 days past due (even though they claim its on hold.). Its not rocket science - six visits, $50/visit, equals $300, which has been paid. I dont know who to contact or how to get this resolved because the billing **** just keeps sending it to escalations, who doesnt review the receipts Ive submitted (twice) and keeps reissuing the same bill and no one has access to this itemized statement. *** also talked to a financial counselor, who doesnt have access to the itemized statement and sent it to escalations, like the previous five people. The same thing happened with my ************************* and I finally gave in and paid it. I wont do it again and now suspect *** has unsavory billing practices, where they just keep sending a bill and people give up and pay it. *** spent hours on the phone, sent receipts twice, and no resolution. They just wait you out until you give in and pay.
Business response
07/17/2024
Thank you for bringing this to our attention. We have escalated this with our teams internally and will be reaching out to the patient directly.

Best Regards,
***************************, Director of Patient Experience, TOA

Customer response
07/17/2024
Is it appropriate to send my receipts showing payment of our copays and the itemized bill from TOA that shows they did not apply the full payment we made? I didnt know if providing that level of personal info was appropriate
Customer response
07/17/2024

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,

*****************************
Initial Complaint
05/04/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 30th I made an appointment on the phone to see a doctor about my knees hurting. I got an appointment for the 2nd of May at 3:10pm. On the 1st I preregistration online. I was at the clinic 10 minutes before my appointment and checked in. I was called to the desk to get copy of my id, insurance card, and make my copayment. As I sat in the waiting room other patients were coming in and I noticed that they were being called to examine rooms and I was I still sitting waiting. After 31 minutes of that I went to the receptionist and asked for my copayment back. She asked what was the problem. I told her what I had seen. She tried the excuse that all the rooms were filled and waiting on the **ray room. If all the rooms were filled why was other patients being sent to the rooms. I make an appointment and I understand that things happen to run late but 30 minutes and other patients were being seen. There is something wrong with your staff or procedures! I have NO PROBLEM when I go to the **************. Maybe someone needs to go over there and find a way to be more efficient!!
Business response
05/15/2024
Thank you for bringing this to our attention. We have escalated this with our teams internally. To date, I have reached out to the patient directly on 5/7/2024 and 5/15/2024 with no return phone call.
Initial Complaint
03/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Tennessee ortho pedic alliance has been rude and very unprofessional concerning my problem with my osteomylitus infection I was referred to Dr. **** who pretty much blew me off saying toa does not deal with leg infections I then called and asked for someone t look into a doctor from toa who could help me and treated rudely and unprofessional by their representative I was told she would check with a nurse and get back tome I asked if the nurse could get back to me please and the rep a woman yelled iinto the phoneI WILL GET BACK TO YOUI was polite and preofessional on my end .This is a crucial problem I could lose my right leg iif we do not try to address it TOA must have a docter that deals with this kind of problem I am asking that someone get back to me and at least let me know what my choices are at TOA They seem to advertise they are great but they just dropped the ball in my case please help if you can thank you ***************************
Business response
03/04/2024
Thank you for bringing this to our attention. We have escalated this with our teams internally and will be reaching out to the patient directly.

Best Regards,
***************************, Director of Patient Experience, TOA
Initial Complaint
02/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My daughter had an mri at TOA on 10/4/23. Before they would perform the mri they called me and asked me for a payment with my credit card over the phone. They told me I owed $454.55. I paid and she had the mri. I received a bill in the mail telling me I owed$393.23 I called them to ask them about it. They told me it was paid and to disregard the bill. I told them I over paid ($61.32). They said they would research it and get back to me. Since then, I have called several times and emailed them. On 2/6 I called again and spoke with *********. She told me she was a supervisor and it was still under review . It has been 4 months and they still have not refunded my money. This is ridiculous. I have my credit card statement and the bill. Im not sure why it is under review. No one has ever called me back or answered my email (the site says they will answer within 48 hours). I also wait on hold for at least 15 minutes when I call them. A complete waste of time. This is fraud. Please help me resolve this.
Business response
02/22/2024
Refund processed to credit card 2/13/2024 and TOA internal billing department responded to claimant's voice mail via phone call on 2/21/2024. Please feel free to reach out to me directly at ************ for further questions.
Customer response
02/26/2024

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,

*****************************
Initial Complaint
11/06/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have bilateral hip replacement in August 2021. I complained about my right hip since surgery, through PT, and at every appointment. I can not walk long distances with excruciating pain from my hip down my thigh and into my shin. Both feet have had numbness since surgery. I ability to walk is declining and my gait is obvious. After seeing my physician, he never examined me, discounter my hip pain as back pain which Ive never complained about my back. Now my left hip is failing and the pain is one the inner and outer parts of both hips. I can not exercise and could not run to save my life. I can not cross a parking lot without having to stop, because if the pain and total exhaustion of both legs. I am crippled and my doctor has too much pride to do anything about it. This has impact my work and every aspect of my life. The way that Ive been treated and abandoned by my physician and TOA is Horrific. Not being able to stand or even take a first step without pain was not the outcome described to me by my doctor. In fact, nothing he said has come true. This was a failed surgery and I am in pain physically every moment of every day.
Business response
11/07/2023
Thank you for bringing this to our attention. We have escalated this with our teams internally and will be reaching out to the patient directly.
Customer response
11/07/2023

Complaint: 20829903

I am rejecting this response because:
Contacting me does not address or resolve my condition. *** spent two years trying to resolve this. I have two implants that have been rejected by my body that is causing unbearable pain and everything else.

Sincerely,

*************************
Business response
11/09/2023
I spoke with patient today and he requested to call back as he was driving. I provided my direct telephone number to ****************** for further communication to discuss resolution.
Customer response
11/19/2023
I received your notification and responded rejecting TOAs desire to contact me. I did receive a call from a very disrespectful person who had no ideas of my medical concerns. She continually pressed me with, How can I help you. It is clear what I want as a resolution. We attempted to call the business relations person back twice to no avail. This is the reason I rejected their resolution to call me. I did so in your system. The BBB stated that I hadnt replied, *** replied to BBB and TOA. Prematurely closing my case serves no purpose except to let this physician and agency off the hook. This is not why I complained to the BBB, for TOA to simply say they would call me, and I hope that youre not taking that as a resolution to crippling me.
Business response
11/20/2023
Patient was contacted via phone today and medical records will be provided to the patient for pick up at our Nashville location by Tuesday, November 21, 2023.
Initial Complaint
08/11/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 6th I had an MRI at the Hendersonville, TN Office. I was told that my Insurance would only cover a portion of the cost. I was required to supply them a Credit Card and they charged me $756.34. Last week I check my EOB from my Insurance Company. They paid 100% less a $40 Copay. I have called the Billing Office numerous times this week and last week. I was only able to leave voice mail messages. I have not received a returned call.
Business response
09/08/2022
Consumer Response /* (450, 15, 2022/09/06) */ We are good. The doctor finally responded to me and reimbursed me the charge.
Initial Complaint
08/05/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was referred to TOA for an appointment that occurred in late September, 2021. In November of the same year, I received a bill for the full price (not insurance adjusted) of the appointment, stating "expense incurred prior to coverage". This was incorrect, as my coverage with my provider began in April 2021. I contacted TOA and requested they reprocess my bill and provided my insurance information for a second time. The second bill returned the same results no insurance adjustment; expenses incurred prior to coverage. Since this time, there have been several unsuccessful attempts at reprocessing the bill that all resulted in the same results no insurance adjustment; expenses incurred prior to coverage. On multiple occasions, I was told by my insurance provider that the claim simply did not exist under my name, and my EOB confirms that. There is no claim submitted by TOA to my insurance for the service date. In May 2022, at the recommendation of my insurance provider, I requested 3 items: 1) Itemized bill, 2) Remittance Advice, and 3) The Claim Number associated with this bill. I received the bill in June, but not the Remittance Advice or the Claim Number. I followed up 30 days from my original request and was told the representative I spoke to could not provide this information to me, but it would be delivered via email in 8-10 business days. I received nothing. I followed up again in July and was told the bill had been reprocessed they could not provide a Claim Number because technically one no longer existed, but the bill had been expedited and I would be contacted by a representative in 8-10 business days. Again, nothing. I followed up in August and was told the same thing I was told in June they were unable to provide the requested Personal Health Information. This provider is in direct violation of the HIPAA Privacy Rule, but seems to be taking no action to resolve the issue. Without a Claim Number, I am unable to proceed. Please assist.
Business response
08/17/2022
Business Response /* (1000, 5, 2022/08/11) */ Thank you for bringing this to our attention. We have escalated this with our teams internally and will be reaching out to the patient directly.
Initial Complaint
06/30/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 2/9/22, I was told I had to pay $****** up front after seeing the physician. TOA submitted to insurance and based on ******* records, I was only obligated to pay $******. I am due a refund of $******. I have repeatedly called and left messages. No one responds. Via the online patient portal, I finally received a message on 5/13/22 that a refund takes 14 days to process. On 6/2/22, I contacted them again, and now I was told it was being processed and will take 21 days. On 6/29/22, I contacted them again, and again, I was told it would take 14-21 days. !4 days ... 21 days ... all these have passed *** I have received no refund. I am patient #XXXXXXX with TOA, Murfreesboro,, ***
Business response
07/14/2022
Business Response /* (1000, 8, 2022/07/13) */ This refund was issued on 6/23/2022. We had system issue which has been identified and fixed. We do apologize for the error and delayed response. Consumer Response /* (2000, 10, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) In the future, if they have issues with their system that need to be fixed, they should communicate that. Good communication is better than just a generic statement like "a refund is coming."

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ComplaintsforTennessee Orthopedic Alliance

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