ComplaintsforDermatology Associates, P C

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Dermatology Associates of Indiana regarding several issues related to billing and service practices that I have experienced with their office. Below, I outline the specific problems I encountered:1.Double Billing: I was double billed for a service provided by Dermatology Associates. This error has resulted in significant inconvenience and financial burden.2.Improper Tax ******************* added tax to my co-pay, which is against the law. Co-pays for medical services should not be taxed, and this practice is both inappropriate and illegal.3.Cancellations and No-Show Fee: On May 8th, I called to cancel both my appointment and my daughters appointment, which were scheduled for the following day. Despite this timely cancellation, I received an email reminder for the appointments. When I called again on May 9th to address this issue and dispute the billing, the office manager unprofessionally charged my daughter a no-show fee instead of honoring the cancellation made the previous day.4.Lack of ************************** has demonstrated a lack of accountability in handling customer concerns and disputes. They have not cooperated with me as a customer, nor have they appropriately engaged with my insurance provider, Aetna, regarding these billing issues.I have already contacted *****, my PPO provider, to report these issues. The practices at Dermatology Associates reflect poorly on their commitment to ethical billing and customer service standards. The cumulative experience has led me to decide never to seek services from this office again.I request that the Better Business Bureau take appropriate action to address these issues with Dermatology Associates of Indiana. I hope that my complaint will help to prevent other patients from experiencing similar problems in the future.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,

  Business response

  07/11/2024

  July 9, 2024 
  
  
  
  
  Better Business Bureau 
  ************************************************;
  Suite 103A 
  ************, IN 46241 
  
  To Whom It May *********************** am responding to a formally lodged complaint against Dermatology Associates, PC regarding the patient ***************************** and her daughter *********************, who is 18 years old.  
  1.) ****************** had an appointment scheduled for 02/29/2024 which the day of the patient's appointment the patient had a $50 copay per her insurance company. As you can see from the visit date 02/29/2024 patient visit was totaled $205, the insurance covered $155 leaving the patient responsible for her $50.00 copay which was collected and credited to the one and only visit date and charges. Exhibit A 
  2.) At the end of the appointment ****************** purchased **** 6% bleaching cream. The patient was charged $70.00 for the **** bleaching cream however our front office staff did not charge the patient $4.90 for taxes resulting in a bill being generated to recuperate the cost of the missing taxes. Since we did not collect the tax at the time of service the office decided to pay the taxes for the client. Please refer to Exhibit A which shows the date of service in addition to the date that the product was received.  
  3.) We at Dermatology Associates, PC have an office policy that patients are required to give us a 48-hour notice prior to cancelling and/or rescheduling appointments. As the patient pointed out in her complaint, she violated our No-Show policy by calling the day before and the day of to cancel her daughter's appointment. Additionally, ****************** called at the end of business day on 05/08/2024 before 3:45pm even though her daughter's appointment was at 10:30 am the next day. Please refer to Exhibit D.  
  ****************** cancelled her own appointment a month before, 4/9/2024 at 5:53 am, using our patient portal (PPMD_PORT) as seen in exhibit C.  She had no need to call and cancel her appointment as she states.    
  
  
  No Show Policy  
  Our reminder system is a courtesy, not a standard. Regardless if our system reminds you or not, if a patient misses a scheduled appointment, without giving 48 hours (about 2 days)' notice to the office, a $70 no-show fee will be charged to your account. If the appointment was scheduled for a procedure and not canceled, the charge is $150. If the office is closed, we will accept a voicemail 48 hours (about 2 days) before. If a patient cancels or reschedules the same day as their appointment, you understand that you will still be charged the $70 fee because you did not give 48-hour notice. For Aesthetician appointments, there is a $30 no show/same day cancellation charge. For Aesthetician procedures a $70 no show/ same day cancellation charge will be applied. If you have previously purchased a cosmetic package and you do not cancel 48 hours (about 2 days) prior to you scheduled appointment, one of your services will deducted from your package. Your missed appointment will be counted as service.  
  Cancellation Policy 
  We understand that emergency situations do happen. We will be happy to reschedule your appointment for a future date. If you do not call to reschedule appointment 48 hours (about 2 days) prior, you will be charged $70. 
  With the signature of ******************, Exhibit D, she agreed and understood all office policies stated on the patient consent form. Furthermore, based off our messaging history it shows that the patient was adequately notified of the appointment reminders which also gives the patient the option to cancel the appointment. If she had cancelled through the message that was sent through text, she would have not accumulated the no show fee. Patient was notified at 3 times which is the highlighted areas, please refer to Exhibit E.  
  4.) We at Dermatology Associates, PC pride in customer service and making sure all patients need are met. On June 11th, 2024, ****************** contacted our office which at the time she reiterated her concerns, her daughters no show fee and a finance charge. We again explained that the No Show, fee would not be waived in addition to no taxes being charged to her copay. We do not bill in house; we have a reputable billing company that we use. 
  5.) *** had a scheduled appointment that she cancelled, why did she not cancel her own daughter's appointment at that time as well?  
  6.) She berated us on social media as if that would help alleviate the problem. If her daughter is not responsible enough to cancel her own appointments, even though she is of age, then mom needs to stop giving the daughters cell phone number to contact and send reminders and mom needs to use her own cell phone number. Exhibit F 

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩