ComplaintsforVillageMD

Medical Service Organization

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Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
claim #******* village medical claim Payment Info Jun 8, 2024 at 6:11 AM MST ***** ******* **** ending in 7580 $675.04 Paid to:VM Summit Medical Group ***************************************************************************************************** Phone: ************** Transaction Details:Transaction Type: Payment Transaction Identifier: *************** Transaction Approval Code: *****d Record Number: ******* Trace Number: ******
Business response
10/31/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing tean member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer response
11/04/2024

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. I appreciate your service, as it seems this is the only way to get the money back from my Medical Provider that they placed on my credit card that my insurance did pay as well. It's been since June of this year. So GRATEFUL to BBB.

Sincerely,

***** *****
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Village Medical On Aug. 5th I went to Village Medical located at ************************************************ for my yearly wellness visit. I was charged a wellness visit in the amount of $262 and a office visit in the amount of $292, When I asked for an explain this is what they said "we see that there were two topics discussed that generated the office visit, and those are herpes simplex, and gastroesophageal reflux disease." In fact, all I did was ask them to refill my prescription, there was not discussion. This what their explanation was " I realize how upsetting this must be, however this is a regular standard with yearly physical appointments. The physical itself only covers preventative issues and anything else discussed or tests that are ordered fall under a regular office visit. I wish I could make it better." I expect the office visit charge to be removed.
Business response
10/07/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Business response
10/07/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer response
10/08/2024

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
09/24/2024
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.
On February 8th I had blood drawn by Dr *** at village medical in anthem Az. They billed my insurance at Cigna for blood draw med code ***** and ***** comprehensive bloodwork. They sent my *** portion of bloodwork to labcorp. ******* sent med code ***** to Cigna. Cigna paid med code ***** and *****. Cigna denied ************* cannot be used for ******** claims. I have had both phone and messages on their web board, that They have to break down the codes. They refuse, saying that the code is correct. I even sent them a ******** document that contains ******** allowable codes. They have put the matter to collections. They are trying to bill me $98. Im not paying it!! They wouldnt even get half that amount if insurance would pay.
Business response
09/27/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to our billing team to assist you. Please be on the lookout for a call or email. Thanks again.
Initial Complaint
09/20/2024
Complaint Type:
Delivery 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.
OUR ACCUVAX MACHINE HAS BEEN COMPROMISED AS A RESULT OF A COMPANY-WIDE UPDATE. OUR OFFICE NOTIFIED THE COMPANY ON AUGUST 22, 2024 INFORMING THEM OF THE ISSUES ASSOCIATED WITH THE UPDATE. TO DATE WE HAVE 900 TICKETS INTO THE COMPANY TO GET THIS ISSUE RESOLVED. THERE HAVE BEEN NUMEROUS EMAILS FROM OUR EMR REPRESENTATIVE AND NURSES REGARDING THIS ISSUE DATING BACK TO AUGUST 27 WITH A PARTIAL RESOLUTION. HOWEVER, AS OF TODAY, THE PROBLEM STILL EXISTS, AND IMPEDES OUR ABILITY TO SERVICE OUR PATIENTS IN A TIMELY MANNER. EMAILS GO UNANSWERED, PHONE CALLS ARE NOT RETURNED. THERE IS A LAG TIME BETWEEN SENDING A VACCINE ORDER AND IT BEING RECEIVED BY THE VACCINE MACHINE. MOST TIMES THE NURSES HAVE TO REFRESH THE ORDER OR LOG OUT AND RESTART. THE *** VACCINE IS STILL NOT BEING RECOGNIZED BY THE ACCUVAX MACHINE.
Business response
09/23/2024
Thank you for your message. Upon review, it seems that this address is incorrect and should be flagged for Meadville Pediatrics, a pediatrician in ***************, ***
We would like to formally dispute this, as it does not pertain to our business. Thank you for your assistance in resolving this matter.
Customer response
09/24/2024

Complaint: 22302139

I am rejecting this response because:
THEY ARE TOTALLY RIDICULOUS. I AM THE OFFICE MANAGER OF MEADVILLE PEDIATRICS.
THEY KNOW THERE WAS A PROBLEM WITH OUR ACCUVAX MACHINE.
I DON'T ACCEPT THEIR RESPONSE, BUT I CAN TELL YOU THAT THE PROBLEM IS FINALLY FIXED AFTER 4 WEEKS.
I THANK YOU FOR YOUR HELP IN THIS MATTER.

Sincerely,

***** ******
Business response
09/25/2024
Hello, we are not affiliated with ********************. This complaint is in reference to the wrong business.
Initial Complaint
09/19/2024
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.
I am a ******** recipient and have been seeing my provider at this clinic as my PCP for a little over 6 months now. I receive anxiety medication; ****** and ***** to keep my panic attacks at bay, as I have **************************** and panic disorder along with depression and a few other mental health issues. On one of my first visits, I was denied seeing the provider because office manager ****** could not verify that I had updated Dr. ***** as my PCP, however the insurance carrier had him clearly listed. I was told by the regional manager (male, cannot remember his name) that ****** would not have access to my medical record, and we agreed I'd still continue to go there and not file charges for the actions. On my visit last month, I was forced to pay a four dollar and some change copay before I could be seen. I did and contacted the billing office to rectify the issue and refund me. Not only did they not do that, but they have also billed me again, and because I refused to pay a fraudulent charge, they denied my visit again. I spent 5 hours on the phone with the office and my ins carrier, Village medical billing staff was so rude UHC had to end the call with them. Subsequently I also found out ****** is behind my not being seen again, and I was informed she has been accessing my records.
Customer response
09/24/2024

Complaint: 22310108

I am rejecting this response because: they were made aware of the issue prior to denying my visit, still even after speaking to regional director I was unable to check in or be seen which caused me to go into withdrawal from *****. Still today provider has not responded to email, balance still shows. Billing **** is rude, and disrespectful even when my insurance carrier called on my behalf with me on the line to get it sorted out. They were intentionally choosing these actions that are now resulting in patient abandonment, which is malpractice. The lack of genuine care even in their response shows how little they care putting a patient through withdrawal and abandoning their care. They are aware this could result in a lawsuit and still are choosing to be ****.

Sincerely,

******* ****
Business response
10/07/2024

Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a team member to assist you. Please be on the lookout for a call or email. Thanks again.
Initial Complaint
08/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
claim# ******LPX00 Check# ****** amount $62.60 Feb. 10, 2024 This is from my health savings account sent directly from the insurance company to Village Medical.claim# *******X000 Check# ****** amount $111.35 Jan. 25, 2024, This is also from my health savings account sent directly from the insurance company to Village Medical.My insurance company and I have sent over copies of the cancelled checks 4 times to show the checks were cashed. Village Medical is saying they never received the payments, so they are showing that I owe the 2 amounts shown above. Each time I call Village Medical, they say that they have not received the checks or the copies of the cancelled checks, and they will escalate it to higher management. It is like they are reading off of a script, but yet nothing is getting reviewed by higher management. I am getting pretty frustrated with them because we have sent in everything they need to resolve this billing issue. They have closed all of their locations in ******* this year, and I can no longer access my patient portal. I would like to see if someone at the BBB can help resolve this issue. They are saying that they are going to send me to collections, and I do not want that to happen because I have good credit.
Business response
08/27/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer response
09/05/2024

Complaint: 22180418

I am rejecting this response because:

Good evening,

I have not had time today to respond to this complaint. I just wanted to let you know that they have not responded to my request for finalization. I did talk to a lady from Village Medical and she said that they figured out that the checks were credited somehow using my middle name as a hyphenated last name. She said one of the accounts was fixed, but the other needed another request to someone whom I forget what she said. I tried calling last Thursday and Friday, but she did not answer and she did not call me back. In the meantime, Village Medical billing called me and said that they do not show that my account has been credited any money, and that I still owe for both bills. Being they were closed yesterday, I could not call for an update. And today, I had to work most of the day, so I was not able to respond until now. I am pretty frustrated with Village Medical that they are not returning my calls. I am not rude with them; all I want is my account to be credited. They have the checks from insurance.

Thank you for your time,

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

Business response
09/06/2024
Thank you for the update, *****. I have reached out to our billing team for an update on when you should see your credit. Thank you for your patience as we work to resolve your issue.
Customer response
09/10/2024

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. I called the billing **** and she said that the balance is zero, and the issue has been resolved. Thank you so much for your help. I really appreciate it.

Sincerely,

*********************
Initial Complaint
08/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to Associates in Family Medicine (Now run by Village Medical) in Ft *******, ** on April 25, 2024. I found a great doctor! The issue is the fraudulent billing by Village Medical. I have a high deductible plan through Anthem. I know I pay after billing is submitted through insurance and allowable charges are established. I received an alert from Village Medical in May that my bill was ready. I also checked my EOB at Anthem. The original bill was $292 for office visit and $5 for lab. After Anthem processed my total due was $159.03. I paid the full amount on May 11, 2024. I have been unable to access the billing section of patient portal for at least 3 weeks. On Aug 1, 2024 ******************* informed me I had a credit in my account. He was wanting to use it to pay another bill I question on telehealth. They billed for way more time than my 10 minute teleheatlh visit. FRAUD! That will be addressed separately. I then went out to ****** to see what was billed. There have been 2 more billing submissions of the 4-25-2024 date of service after the original that I paid! One denied. Another was re-bill for the same visit in the higher amount of $376 for doctor visit and $5 for lab with allowable charges of $238.57. This EOB was not process by Anthem into my account until Aug. I see a third billing by Village Medical for same date of service (4-25) that was received by Anthem on Aug 1. So Village Medical billed my visit, I paid for the original amount of $159.03 owed. They never tell me they are re-billed the same visit twice after the original billed amount! I was NOT notified of any of this until I reached out about the improperly billed telehealth visit. I am unable to access the billing and Payments section of the portal for weeks. Now the new billed amount is $79.54 more than the original amount I paid for the same visit! I want the April 25 visit returned to the original amount I paid!!They are practicing insurance fraud!
Business response
08/19/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Initial Complaint
08/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/25/24 I had my annual check up with my doctor at Village Medical in Surprise, **. I had to put my credit card information in in order to have my appointment. On May 18, 2024 I was charged $186.98 and on May 20, 2024 I was charged an additional $38.72; total of $225.70. I have been in contact with Village Medical since May of this year, as well as with my insurance company. My insurance company states that I should be charged due to it being my annual check up. But they charged me anyways. Yesterday, I received an explanation of benefits from my insurance showing a patient responsibility of $0.00.I called back today and spoke with a representative named ******, he gave me the run around explaining that I would have to wait longer to get the refunded. ****** also continuously refused to let me escalate the issue to his supervisor, doing everything in his power to not let me speak to his supervisor to reach a resolution. He gave me no time frame of a refund. I was wrongly charged $225.70 and am just requesting a refund in a timely manner.
Business response
08/19/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer response
08/19/2024

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
08/14/2024
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.
Went to Village Medical for an Annual Physical checkup which is fully covered by insurance. They billed it to insurance with the wrong billing code (they put R42 instead of I believe G0348). As a result I am now being billed for all the consultation and tests. I called up Village Medical and they said it will take 2 weeks to correct. A day later they charged my credit card instead of correcting and waiting for insurance. Clearly they have a backend billing code problem and I am being made to pay for it. An annual visit for a physical is really very very simple and an error there is unacceptabl - to not even try and correct and charge me for it is even worse.
Business response
08/14/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer response
08/14/2024

Complaint: 22139999

I am rejecting this response because:
The response indicates that the billing department will contact me with no timeframes given. In addition, before I lodged the complaint, I had talked to their billing department and they promised to look into it, and yet went ahead and charged by credit card with no resolution in sight. The anticipation that their billing department will do different this time is far fetached as this avenue has already been explored.

Sincerely,

*************************
Business response
08/15/2024
Thanks for the update, *****. I have confirmed a team member will be reaching out to you to update you on your case. Please be on the lookout for a phone call or email. Thanks again.
Customer response
08/16/2024

Complaint: 22139999

I am rejecting this response because:
The billing team called in with an apology stating that the doctor should not have discussed anything outside of preventative - but the matter of fact is doctor actually encouraged it asking leading questions so as a consumer I feel trapped into paying for the providers mistake.

Sincerely,

*************************
Initial Complaint
08/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Greetings,Im insured with ********** Blue Shield and scheduled an appointment on July 24 with a primary care physician through Village Medical. Unfortunately, I received a voicemail a few days before, stating the appointment was canceled because they didnt accept my insurance. I confirmed this with Village Medical and rescheduled with another office that did accept my insurance. The same thing happened twice more, leading to multiple canceled appointments and considerable frustration.Despite paying a $20 copayment and providing my personal information, my final appointment was also canceled on the day of. After repeated calls and being transferred, I was assured I would receive a refund, but its been over a week, and I havent received anything.My concern extends beyond the refund; Village Medical still has my personal information, and this entire experience has been frustrating. If Village Medical is legitimate, they need to improve their operations. If not, they should not be partnering with BCBS, as this reflects poorly on them.Thank you for your attention to this matter.
Business response
08/13/2024
Thank you for your feedback and for bringing this to our attention. We have escalated your issue to a billing team member to assist you. Please be on the lookout for a call or email. Thanks again.
Customer response
08/13/2024

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,

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

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