ComplaintsforLaurel Chandler MD PLLC

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/4/222 I received surgery which I told would be covered by my insurance, ******, as medically necessary. C******* Plastic Surgery gave me a bill of $4,500 which represented the estimated cost of the surgery that might or might not be covered by insurance. After misfiling my insurance claim 6 times, which took the entirety of 2022, my claim with ****** was approved in February 2023. According to ******, I owe zero dollars for the surgery. I have been making auto-billed monthly payments since my surgery towards the $4,500 total while waiting for my insurance claim to process. C******* Plastic Surgery's billing department told me that if I ended up overpaying once my insurance claim processed, I would be entitled to a reimbursement of that money. Now that the insurance claim has processed, I assumed would be reimbursed. I checked my online ***** Patient Portal, which is the only way I can access this billing information, and saw that my total owed was now negative, indicating that I was owed money. However, when I reached out to the billing department for a timeline of reimbursement, I was told that I did not have to be reimbursed, and that they would consider reimbursement if I consented to filing an appeal with the billing company. After a year of payments which represented significant financial burden due to their misfilings and promise that I would be reimbursed, they refuse to do so. Note that my payment plan agreement states that no refund would be allowed from the $4,500 amount; however, I confirmed with the billing department that being reimbursed for overpayment would not count as a refund. Months later the billing department tried to deny this. I wish to be reimbursed for the $3800 that I paid and now am owed by the company.

  Business response

  04/03/2023

  Hello,

  Because we are out-of-network with this patient's insurance, we do not have a contract with their insurance company. This can be confusing to patients because sometimes their insurance will tell them they owe a different amount for services once the billing has been completed. This is why we have the patient sign a payment agreement form, which is attached here. This patient has been making payments as agreed to on the form. Despite this, we have agreed to process a refund, as it seems there was some misunderstanding. This refund has already been processed in full.

  Thank you,

  Laurel C*******

  Customer response

  04/04/2023

  
  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 pending the receipt of my refund.
  
  Sincerely,
  
  ***** *******

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