ComplaintsforPM Pediatrics

Pediatrician

HeadquartersMulti Location Business

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Initial Complaint
09/27/2024
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 June 15, 2024 I took my son to ** Pediatric urgent care in *******, **********. His insurance seemed to be out of network for some reason and I had to pay $85 for the visit out of pocket. I was told I would be reimbursed for the visit once I submitted the correct insurance plan. I called his health insurance Monday June 17 so they could rectify the mistake and change his network back to the proper network which they did and even made it retroactive so that my visit on June 15 would be covered and I could be reimbursed. After I resolved the coverage issue I called the ** Pediatric billing department to submit the correct insurance. I was told I needed to wait while they submitted a claim to the insurance. The billing department has continued to submit to the incorrect insurance department 3 times now so my claim continues to be denied and I have been unable to receive my reimbursement from the urgent care. The billing department has been very unhelpful, unprofessional, rude and very unpleasant. It has been so stressful having to take so much of my time calling them over and over again every month without any resolution. They continue to go in circles telling me they cannot make outbound calls nor call my insurance, that all they can do is send it to the processing department which I'm beginning to think does not exist. I have spoken to several representatives, many of them supervisors and they continue to give excuse after excuse. I have even done a conference call myself to get my son's insurance and the urgent care billing department on the line to get it sorted out and even then it was hopeless as they are still not willing to cooperate. I have even emailed the operations manager ******* **** from the tarzana pm pediatric urgent care and he has also been unable to help. The billing department for this company has been a true nightmare and it shouldn't be this difficult to be reimbursed for my payment since the insurance has already said they can pay it.
Business response
09/27/2024
Dear *******,
We appreciate you taking the time to provide feedback about your experience at ***************** and want to extend our sincerest apologies for your billing experience. A member of our Billing team will be connecting with you directly to discuss your concerns and assist you further. Thank you for reaching out to us.
Initial Complaint
08/13/2024
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 received a bill from PM Pediatric from a visit from my child. I paid the bill and when I checked the balance online it showed that I owed nothing. I later received the same bill advising that I owed the same balance which I already paid. I was further advised that if the bill was not paid it would be sent to collections. When I called the billing department I was told that I owed three times what the original bill advised was owed but none of this showed up on my childs chart online. I was also told that I had credits for other children. I have had a credit card on file which was to be paid at the visit. I gave the transaction number to the billing department but they again said I did not pay. The office of PM Pediatric my child visited was at ***********************************************. I called PM Pediatric billing department at 10 AM and was unable to speak to someone till almost 5PM when they called me back. I attempted to resolve this issue with PM ********* but I have not been able to.
Business response
08/14/2024
Dear ********,
We appreciate you taking the time to provide feedback about your experience at ***************** and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns and assist you further.
Customer response
08/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
PM Pediatrics did contact me. However there is still something unresolved. I am able to see for two of my children that their balance is $0.00 on their patient portal. I can not see that my oldest *****************************(03/02/2008) has 0.00 balance on her portal. They told me it is on their end but I would like to see it for myself. Once I see that her balance is 0.00 on her portal I will be satisfied. I do not want them to say in 6 months that we owe money for her like they did with my son.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************
Initial Complaint
05/31/2024
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.
My children used one of PM Pediatrics' locations several times over the course of several years. In January ******************************************************************************************************************************************* the mail for that amount by April 2024. They never came, so I called again and was told the checks should have been mailed but weren't. They said they'd escalate the issue and mail the checks within a few days. The checks still never came. I tried calling again but now their billing department does not pick up the phone or call back if a message is left, and there is no way to call the front desk of the location anymore either. I have no way to find out whether the checks were mailed or if they ever intend to refund me. They have owed me this money for several years at this point.
Business response
05/31/2024
Dear *********,
We appreciate you taking the time to provide feedback about your experience with PM ************** and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. If you would like to connect with our Patient Experience team, kindly send us a message at ******************************* and a member of the Patient Experience team will reach out to you directly. We are committed to ensuring your concerns are thoroughly addressed.
Initial Complaint
05/17/2024
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.
We had en emergency visit for a kid who needed stitches/glue on 01/01/2024 where I provided insurance information and a credit card for payment. I didn't receive any statement emails or in the mail and then all the sudden on April 24th, I get a payment failure email notification. I call and sort out on the phone with the rep saying they must have put in the wrong number for the security code or expiration date. Payment goes through and I ask for a receipt, which I am told he cannot provide and then he says I have an additional $5 balance. I ask what it's for and he cannot provide but says I will be mailed a statement. I log onto the portal to see if it's there and the statement has zero information on what this $5 is for. There is no transparency and the staff on the call either don't know how to help or won't help. I need a detailed billing statement and receipt. If this mystery $5 is a penalty after they put my credit card in wrong and sent no statements, it needs to be waived. The doctors are great. The billing department is criminal and out to rip people off with mystery fees.
Business response
05/17/2024
Dear **,
We appreciate you taking the time to provide feedback about your experience at PM ************** and want to extend our sincerest apologies for your experience. Our Patient Experience team would love the opportunity to connect with you about your experience.If you wish to speak with a member of our team, please email us at *******************************.
Initial Complaint
04/16/2024
Complaint Type:
Sales and Advertising 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 contacted by PM ********* via email to notified that they would be charging my credit card $372.40 on 4/20 for 3 previous visits that. There was no dates of when these visits occurred, no way to access a statement or bill to dig in further to understand the charges and see what was done. I have only had one visit in 2024 and I do not know when the other visits happened.When I called to inquire and said they do not have authorization to just charge my card as I do not know when the visits were, what was previously paid, what was covered by insurance etc. They told me by removing my card they would take me to collections. How can I pay for services that I don't know were mine, never received a receipt of statement for and then be threatened with being put into collections by wanting to do my due diligence.
Business response
04/16/2024
Dear ********,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns and assist you further.
Initial Complaint
04/05/2024
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 constantly told by PM Pediatric that they must have a card on file in order to be seen. However my credit card was charged 3 times in March for $30 3 times - total $90. Now my card was charged again for another $30 and $5. They dont send any bills explaining what the charges are for so there is no transparency. Also this happened a few years ago when I was accidentally changed $25 twice for the same visit. They acknowledged it was an error by I never got a refund. I was told it would go towards a future visit when I called a second time. I believe PM pediatric needs to send bills regarding services rendered to explain what the charges are for and to stop requiring mandating having a charge card on file and take payment without any notification.
Business response
04/05/2024
Dear *****,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. If you would like to speak with a member of our Patient Experience team, please feel free to reach out to us at ******************************** We wish you and your family well.
Initial Complaint
02/13/2024
Complaint Type:
Product 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.
My son was seen at the Selden PM pediatrics. I received a bill in the mail for the co payment, so I went onto the website to pay. When I paid, they took the $50 out, however, they took ANOTHER $50 (unauthorized ) out for PM PEDs *******, which we have been to. I called the following day, and they acknowledged the issue, however, now it was been almost a month and I still dont have the money back.
Business response
02/14/2024
Dear ******
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Patient Experience and/or Billing team will be connecting with you directly to discuss your concerns.
Initial Complaint
12/06/2023
Complaint Type:
Product 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 7/26/2022 I visited PM Pediatrics in Springfield for a COVID test after testing positive at home and showing symptoms. I have visited this location before with my child and had no issues. They always collect co-payment up front. I do not specifically recall if a copay was collected on this visit, however, now a year and a half later (12/2023), I receive a bill from this provider which shows a copay due. Upon reviewing my insurance information, I see that the original claim was made by the provider, approved, and paid by my insurance on 7/29/2022, more than 16 months before I received this follow-up bill. Given the normal procedure in my previous experience with them of paying up front, plus the egregious length of time between the file claim and receiving this bill, I attempted to contact and determine if this was legit or an error. **************** is non-existent. ********* wait times and forced to receive a call back that came, but immediately hung up on me. A voicemail I received with an extension that does not exist when you call the provided number. Getting a human being on the other end to answer a basic question seems impossible. All I want is to understand if this is a legit bill and determine why it took so long to receive. Because of the lateness of this bill, I can't even apply flexible spending money set aside for these types of bills to this one. Errors happen, but when they cost a customer, a bit of basic customer service would go a long way.
Business response
12/21/2023
Dear ******,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. If you wish to speak with a member of our Patient Experience team, please email us at ********************************
Initial Complaint
11/13/2023
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 received an email regarding a charge that was going to be made to my credit card related to an insurance issue. I called the billing department immediately and told them I do not consent to a charge being made to my account and to let me sort out the issue with my insurance company. It was only a coordination of benefits issue where my ex's employer forgot to terminate his health coverage. There wasn't anything to coordinate. I called pm peds again and asked them to resubmit the claim since the error was corrected and they refused, then agreed to put in a request to resubmit. A short time later, PM peds charged my debit card 245 Dollars without my permission or giving Horizon a chance to update records accordingly. Even with the Horizon agent on a conference call to verify that PM peds would be paid, the billing agent refused to refund my money. There is a full lack of comprehension and general understanding from billing agents who work for PM Peds.
Business response
11/28/2023
Dear ****,
We appreciate you taking the time to provide feedback about your experience at PM Pediatrics and would like to offer our sincerest apologies for your experience. A member of our Billing team will be connecting with you directly to discuss your concerns. Our Patient Experience team would love the opportunity to connect with you about your experience. If you wish to speak with a member of our team, please email us at ********************************
Initial Complaint
10/02/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/15 my son ******* had an illness that required urgent care. We went on PM Pediatrics website and scheduled an appointment for him to be seen later in the day. We submitted all of our insurance information at this time and PM Pediatrics confirmed our appointment. When my wife and son arrived a few hours later, they told my wife that they would not accept our insurance. This conversation lasted for about 45 minutes and the result was they refused to see my son unless we paid the out of pocket amount of $150. Since we had waited all day, had no other doctor to see at the moment, and he needed to be checked out, we relented and paid the fee. As he was being seen I called up my insurance company Healthcomp to tell them what happened. They immediately called the corporate billing department at PM Pediatrics and it agreed to accept my insurance on a one time basis. I would be reimbursed $100 ($50 copay for urgent care) in the form of a check. I was told it would take 30 days to process. It is now 6.5 weeks later. I have dealt with 3 different managers there. They all say they will process the claim and then do not. I call back and the next person I speak to doesnt know what Im talking about as far as them accepting my insurance. The managers refuse to call me or email me. I am in a neverending loop of mismanagement at best. This is the worst single experience I can think of in all of my years of various forms of helathcare, and the first time I have ever contacted the BBB that I can remember. They should be ashamed.
Business response
10/02/2023
******************,
We are deeply concerned to read about your experience and have requested that our Billing Manager review your experience, child's account and coordinate a phone conversation with you directly to further discuss your concerns. If you do not receive a correspondence from a member of our Billing team, kindly email ***************************** and a member of our Patient Experience Team will be happy to further assist you.
Best Regards,
PM Pediatric Care
Customer response
10/05/2023
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 and the matter has been resolved.

Sincerely,

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

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