ComplaintsforRoanoke Oral Surgery, Inc.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 22Jan24 I took my daughter to have her wisdom teeth removed. I paid $520.00 on the day of the procedure using my HSA card. In July I received a bill stating that I owed $197.76. At the bottom of this statement the phone number is listed (************) as well as a small note stating that "Insurance Last Billed" on Apr 08, 2024. Since then, I have called this number 5 times. Each and every time leaving a message. There has been no return call. The problem is not that I am unable to pay the bill - I could have easily used my HSA card to pay the balance. However, the invoicing system that the company uses is confusing and does not tell me WHY I owe above the estimated amount. I have been trying to get that answered since 16Jul24. Because they would not return my calls they have now turned me over to collections which is charging me an extra $65.26 in attorney fees and $8.35 in accrued interest. I now cannot use my HSA card to pay the balance. This procedure was the whole reason that I signed up for the HSA account this year. Had somebody returned my call and explained WHY this money is due, I would have paid it right then.

  Business response

  09/11/2024

  Ms. *** left a voice mail on 9/10/24 wanting someone to call her about her daughters bill and a collections notice.  I returned the call and explained to her where the balance was coming from.  She understood and paid the account balance in full with her HSA card and I reported the payment to the attorney's office.  Unfortunately after receiving four statements, a friendly reminder, and a final collections notice from our office, the account was turned over to the attorney for collection. Ms. *** stated that she had left several messages for someone to call her and no one ever did.  Although I can only find record of the one message on 9/10, I did explain to her that we had recently starting outsourcing our billing to an RCM company and have also recently changed our phone system.  I apologized if any of her messages were not received and took care of the issue.  She was very kind on the phone and seemed to understand.  I was happy I was able to speak to her and take care of this issue for her.

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