Doctors Express Roanoke

Review: I visited Doctor's Express on 10/17/2014 for a minor health concern. I was unfamiliar with their billing practices so when I asked if I should pay the flat fee at the time of the visit (was verbally quoted $109.00) or run the charges through my insurance, I was told it was better to use my insurance to get a better rate. They never mentioned additional fees associated with running insurance or that I might possibility pay more than the $109 in-office fee.

When I received my bill, the "Amount Charged by Provider" was $275, $92.77 was "discounted" by Doctor's Express (not sure the reason for this so called "discount"), and I was left with a bill of $182.33.

I called Doctor's Express to ask why the price went from $109 to $275 and then to $182.33. They said when a claim goes through their billing process, the price goes up because the claim becomes more "complex". I told them that I was not told this at the office when I asked about billing charges. They said there was nothing they could do and they would not retract the bill or allow me to pay the $109.00 fee offered to me the day of my visit.

I believe they are being deceptive by not disclosing the additional "billing/processing" costs associated with running a claim through a patient's insurance. If I had known the $109 rate was a discounted, in-office rate I would have, by all means, paid it right then and there.Desired Settlement: Since they did not disclose the additional billing/processing fees accrued during the insurance billing process, I would like them to accept my payment of $109, and forgo the $73.33 they charged me for running my insurance.

Business

Response:

I tried to reach the patient and left a message on the home phone letting her know that her bill has been paid in full and there is no balance. Our response to the complaint #[redacted] is below: “The issue has been resolved. We followed standard billing processes with proper insurance coding and are in full compliance with billing procedures. Patient satisfaction is our goal and to that end we appreciate this patient giving us the opportunity to work with her. We always value any and all patient feedback to improve our services.”Thank you,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This issue is absolutely not resolved. They refuse to acknowledge that they did not give me adequate information to make an educated decision at the time of service. I was told that I would get a better rate if I used my insurance rather than pay the walk-in fee. They did not tell me it was a possibility I could end up paying more than this fee. I asked if there would be any additional billing charges and they said no. I still believe they are being deceptive by not disclosing the additional "billing/processing" costs associated with running a claim through a patients insurance. Had I known I would end up paying more to use my insurance, I never would have chosen that option.

Regards,