Asheville Gastroenterology Associates

Asheville Gastroenterology Associates has improperly billed me and admitted it was the wrong information, yet continued to bill me for the charges.
On September 25, 2018 I received a call informing me that the doctor wanted to schedule an upper endoscopy. I called my insurance to ask about the billing codes, if the procedure was covered, etc. I had a $3500 deductible so the procedure would not be covered by insurance. Before ANYTHING was scheduled, I called their office to inquire about the cost of the procedure, insurance codes, in network/out of network, etc.. I spoke to someone in the billing department. I was informed that I would have to pay $250 the day of the procedure. I asked what the cost would be if I paid out of pocket. I was told around $800 for everything. She then told me that since I had insurance it would cost around $1489 for everything. Obviously with the price difference, I wanted to pay the cash price. She informed me that I could not do that. When I asked why, she told me it was because I have insurance. She noted that if biopsies were done it would be $80.00 per biopsy and the cost of sedation could vary but I would not pay over the $1489. She informed me that I could make payment plans if needed for a year. I expressed my frustration in the price difference that was doubled because I have insurance. The procedure was done on September 28, 2018. I received a bill for $474.00 on October 12, 2018 at 6:05 pm via email. I thought, 'ok it's better than what I was expecting. I can have this paid off in about 4-5 months.' Then on October 15, 2018 at 6:06 pm I received another bill for $927.31. I was super confused so I called the next day. I spoke to the billing supervisor who informed me that I in fact had 2 bills! She stated that the bill for $474 was a facility charge bill and the previous $250 I paid went to the total of that bill ($724.00). I asked what a facility charge was. I was confused because the procedure was done at the doctor's office, not a hospital. She continued to inform me that even though it's the same address of the doctor's office, the endoscopy center of NC was where the procedure was done. I asked what a facility charge included. She informed me that included the room, the IV, blanket, pillow, etc. I exclaimed that I was only in the prep room for 10 minutes and the procedure room for 15-20 minutes. I asked if I had brought my own pillow and blanket if it would have been cheaper. At this point I was LIVID!!! I had done my homework, contacted insurance company, contacted the doctors office and asked all the questions I needed to ask. I expressed my frustration to the billing supervisor and informed her that there was no way I would be able to pay off almost $1700 worth of bills in one year! I didn't think I should have to pay for a fee I wasn't told about when I specifically asked about billing and cost BEFORE the procedure happened. She informed me that I could speak to the revenue cycle manager and provided me her name and phone number. She admitted that the person I spoke with when I called about the procedure, the costs, etc was wrong in what she told me and that she shouldn't have told me that. After over 2 weeks of trying to reach the revenue cycle manager, I received a call from her. I had previously sent her a letter noting my concerns and how to contact me. I had no reply. So I continued to call her until I heard back from her. After spending over 30 minutes on the phone with her, she confirmed that the person I initially spoke with should not have given me cash payment pricing, nor should she have quoted me a price. She acknowledged that the wrong information was given to me. I explained how I felt I shouldn't have to pay for the facility charge bill. She told me she couldn't remove the bill. Yet, the billing supervisor informed me that she would be the person to talk to to adjust any bills. All she offered to do was instead of having me pay everything in a year, she extended it to two years. I am in no way satisfied with this option. I should not be punished because people don't know how to do their jobs!

My wife needed a colonoscopy and her insurance contacted this business. It was assured AGA was in network. They did the procedure and they weren't.
Like I said my wife needed a colonoscopy as a prevenative medical proceedure because of her age.The rep that was contacted misled being in network. This is documented at the insurance level.
They did the procedure and then billed my wife for the total bill, saying her insurance was NOT in network. We contacted them over and over about the bill and they didn't return our calls. Also we paid a $150 fee up front that wasn't suppose to be because the insurance was 100% as provenative medical.
When we finally did make contact they wouldn't accept responsibility for misleading us even though it was documented by the insurance. They continued insisting for payment. My wife did send them a additional $10 payment.
In March we contacted the insurance after AGA threatened to turn it over to collections. They contacted AGA again and worked out a settlement and sent them a check and told them to reimburse my wife the $160.
AGA went ahead and turned it over to collections the same day the settlement was reached and even called my wife at her work.

Over a month later we still hadn't recieved a check and called billing again.Talking to the billing supervisor again.I was told first they hadn't recieved a check but when I presented the check info from where it had been deposited the week before, they seemed to have to back up and regroup.

Then the billing supervisor tried to tell me the payment wasn't enough and they would take our $150 deposit and $10 payment as the rest. I told her, (the billing supervisor) that was not acceptable. Then contacted the insurance company again. The billing supervisor called us back the 18th of April and promised us a full $160 refund in 14 business days. We waited 16 business days and called back again after not receiving any payment. The billing supervisor again told me she would contact the financial department but that was the end of her control, as before.

She called me back again to report the check would be cut the 15th of *** and mailed the 16th. Again pointing out that this was as far as her authority went. I tried to contact the CEO and left 2 messages with the CEO assistant to contact me. I was never contacted by her or the CEO.
We just recieved the check today the 21st and it was not mailed till *** 18th, after being processed the 14th and was not the full refund the insurance told them to do of $160. It was only for $150 and short the $10 payment.

I called back and left messages with the billing supervisor and the CEO assistant and have not recieved any return call.