ComplaintsforCapital Women's Care

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am dissatisfied with the services provided by Capital Women's Care, LLC (abbreviated CWC). On November 30th I called the CWC Waldorf office and asked if a specific prescription service was provided. I was told that the prescription service was provided, but that I would need to make a new patient appointment before I could receive the prescription service that I requested. Given this information, I made a new patient appointment for December 7th at the Clinton office. At the December 7th appointment I was asked by the CRNP if I would be interested in taking an optional lab test. I was told by the CRNP that the lab would contact me when they received my sample and that the lab would tell me if the test would be covered by my insurance. The CRNP then stated that if my insurance did not cover the test and I no longer wanted to proceed, that the lab would then discard my sample and I would not be charged. I stated that I was interested in this optional lab test and I provided a sample. Before I left the CWC Clinton office that day, I completed a prescription request form regarding the service I had initially asked about when scheduling my new patient appointment. I was told by the front desk that I would be contacted by CWC when the prescription arrived. On January 9th I called the lab and provided my name, date of birth, and my provider's name to check on the status of my test. I was told that they had not received a sample for me. On January 9th I also called the CWC Clinton office and was told that there was no prescription request form for me. I asked if I could complete I new prescription request form. I was told that a new prescription could not be requested due to an issue that has been going on for several months. However, my appointment was only one month ago and no issue was mentioned when I submitted the prescription request form during my visit. Please see my attachment for greater details regarding each conversation.

  Business response

  05/26/2023

  We apologize for the patient's specimen was not being sent to the laboratory within the required time frame. I have retrained my Medical Assistants on the proper handling and processing of specimens. Also, informed everyone of the important of  keeping patients informed about their specimens. All telephone calls must be returned with 24 hours. The patient was told at scheduling of her appointment that we did not stock nexplanons. Upon her arrival, our order of lidocaine was back-ordered. We currently have lidocaine on hand. Lidocaine is used to removed and insert nexplanons. The day of her appointment, the patient was given information of a center that does stock nexplanons and will remove  and insert at the same appointment. I have tried to contact the patient to determine if she still needs our service. There has been no response to my calls. There is not a refund due to the patient. The r***** for this late response is due to the original and follow up letters being sent to the wrong location. There was also an internal review performed by the Compliance Department.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In March 2022, my wife contacted the CWC Ashburn, VA, office to make an appointment specifically for treatment of a specific issue for our daughter (********) and the receptionist was told this and went ahead and scheduled the appointment for 03/15/2022. On the day of the appointment, my wife paid the copay of $40, my daughter went in and was immediately told by the nurse that the office did not treat that specific issue. My wife was assured by the receptionist that our credit card charge for the $40 copay would be cancelled or reversed and that a "Nicole" in billing was notified. I called the Ashburn office later on the same day on 03/15 and spoke to "Perry" to confirm that the credit card charge would be voided and she assured me that the charge should "fall off" our account in a couple of days or to call her back. On 03/21 and 3/25, I called "Perry" back to advise that the charge on our credit card went thru and was not voided and she repeatedly said that "she would look into why it was not voided or credited" and call me back but never did. For the last 2-3 months, on 04/22, on 06/10 and 06/13, I have contacted the CWC billing department and have spoken to Reggie, Franco and Jaime to inquire as to why CWC has not yet deleted that charge on my daughter's account. They have told me that they would "prioritize" our issue to have it resolved but to date, I have not received a call back and have received three bills for the $40. It should be noted that the CWC billing statement list description of service as "ticket cleanup" and patient paid $40, so why are we still being billed? On 03/25/2022, I filed a dispute with **** credit card company for the $40 copay and on 05/05/2022, **** notified us that they had decided in our favor that the credit card charge was not valid after their investigation which included contacting CWC for an explanation on 05/01/2022 (see attached **** email). I told CWC billing dept. of ****'s decision but CWC continues to bill us.

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