Express Lane Urgent Care

Review: I went to Express Lane Urgent Care on 4/27/2014 was really feeling pretty bad . I was told that they would charge me 110.00 for my visit and 10.00 for the urine test 120.00 all together and I confirmed with them 3 times as to the cost of my visit. My daughter was with me and she and I both made SURE the visit would cost me NO MORE than the 120.00. I gave them an insurance card and they said they could not verify would pay of the 120.00 that night and they told me I could call first thing Monday morning to see what they would pay the girl at the counter told me she would call them first thing in the morning and let me know and they would refund me what the insurance paid the next day. So I agreed to have the visit because at the most it would cost e 120.00. I called them the next morning and they told me to call back in the afternoon around 4pm and I did and the girl told me when I called that the insurance did not pay any of the 120.00 so I could not get refund of any of it. That the visit was paid in full. Today 6/7/2014 I received a bill from them with a balance due of $62.53 from their billing company saying they had charged me $200.00 for the office visit and an extra 30.00 for a weekend visit $ 15.00 for the urine test and a $ 10.00 pregnancy test ... I am a 58 year old woman that is not sexually active and have been through menopause as well. The doctor even asked me if I was sexually active and I told him NO!!! They are plain lying to the customers about the c cost when you come in and then sending out bills later or more money. They would not help me a bit by phone tonight when I called and was quite rude and told me to call on Monday or Wednesday to talk to a manager, My daughter was with me that night and we are well aware of absolutely everything they told us that night to get me to say YES to the visit.Desired Settlement: I do not want to pay one more cent than what I was told 3 times it would not cost me NO MORE than 120.00 ad that was told to us by the receptionist and the doctor that I went in to see. They both said the same thing to both of us.

Business

Response:

Patient, [redacted], was seen in our office on 4/27/2014 at 8:18 pm. Patient provided us with her insurance card. We attempted to verify her insurance at the time of the visit but the insurance website was down and we were unable to speak to customer service. We explained to patient that we could see her at our private pay (no insurance) rate and we would try to contact the insurance the following day to verify that insurance is active. If we could verify insurance, then we could refund her what she paid, minus any copay's or deductibles. The receipt we gave to the patient that night, explained that exact process. If the insurance was not active, then we would not refund anything and her visit would be paid for at the rate of $120.00. The following day we were able to call the insurance and confirm insurance is active. But they informed us that she does have a deductible of $750.00 and that only $218.04 had been met. With that information, no refund was due to the patient. We called to inform patient that we could not do a refund due to the fact that she has a deducible that has not been met. The information was sent to our billing company and they processed the claim. Insurance applied $120 that was paid at the time of the visit to her deductible. Billed amount was higher then the $120. Patient was billed for the addition. It is our policy to always inform patients that there is a possibility that there could be additional charges. It is the patients responsibility to know the details of their insurance plan which they have chosen. Patient did receive a bill that detailed total billed, total paid, and total not paid by insurance. All of which was applied to deductible. We will subtract the $10.00 for the pregnancy test. Patients is now responsible for the amount of $52.53.

Consumer

Response:

I am rejecting this response because: This is a LIE in every sense of the word and I have my daughter as a witness to what was told to me and her and assured there would be no more cost to me .. Just a possible refund . They said for the visit would be only 110.00 plus 10.00 for the urine test. I was told that 3 times it would be no more and I said ok for the visit and my daughter and I discussed the charge and she said Mom it will only be 120.00 at the most and maybe less if you get a refund and I said OK and the doctor on duty that night also re assured me at the cost and NO more. All the extra charges came up over a month and 1/2 later. I called them the next day and they assured me then that it was paid and no more cost also no refund.... They are lying about this and I do believe they do this with other people that come in there. I would NOT have said YES to the visit if they would have told me different.

Thank You

Consumer

Response:

This is [redacted] complaint # [redacted] ~ I wanted to add to what I had sent about the reject of their response. NEVER did they or anyone from their billing office call me at all about the charges being different. I called them the next day and they told me there was no refund and I had made my payment as we discussed.. I did not here from any one there until I received the bill from their billing office. Which prompted the complaint with you folks. Even my husband said what are they sending a bill now after all this time and they said it was paid before. Please believe me when I tell you they are NOT being honest. I would never have said yes to a visit under those circumstances. I would have waited to go to my family doctor the next day and pay 70.00 to see him. That is why I am upset. Because of their fraudulent business practices.

Business

Response:

In response to [redacted]'s comment, We do apologize for the misunderstanding but we uphold our previous stance. Her insurance has a deductible and she is responsible for her bill, per her insurance. The form in which every patient fills out and signs in order to be seen, clearly states that the patient is responsible for any amount not covered by their insurance. Mrs [redacted] was informed that we called her insurance, they stated she had a deductible, thus not warranting a refund, and that her visit was going to be processed thru her insurance. We respect our customers, and we make every effort to keep them informed. We apologized that she did not understand her insurance policy, but we would never tell a patient that they will not receive further bills when the visit is submitted to their insurance because it is up to the insurance to pay the claim or deny it. Insurances can deny the claim for various reasons. Our employees are all well trained with these procedures. With that being said, there is obviously not going to be a consensuses of the facts, so we will write off the remaining balance of $52 as a courtesy to Mrs [redacted].

Consumer

Response:

I am rejecting this response because: I am still holding my stance on what exactly was told to me by the people that was at Express Lane Urgent Care when I went in for services I and my daughter both was told what it was going to cost and we confirmed with them 3 times before I signed anything and again all they told me I was looking at was 110.00 for the visit and 10.00 for the urine test. Never at any time was anything said about the difference in my insurance would have to be met. Just that I may be entitled to a refund to call them the next day and I did. I would NOT have agreed to a penny more. I would have waited and went to my family doctor the next morning for 70.00 office visit. They also said in their last response they had called me after to discuss the difference in the charges and I NEVER received a call from them AT ALL on anything. I received a bill about a month and 1/2 later. That was the only thing I got from them. I know what I was told and I know they practice these fraudulent business practices. Because of what they have done to me. I do know about my insurance and how it works. I do know exactly what we were told and exactly what has bee transpired since then... Even as far as extra test that they never performed and charging people for that too... A pregnancy test on a 58.00 year old woman that is not sexually active and the Dr. on duty had even asked me and I told him no. I know they said they would wave that. But the fact still remains that they charged me for something that was not even done. They are not doing their business right and not being honest with the patients coming in for their services. This is WRONG... It's the principle that matters . I was told what I was told and taken advantage of a fraudulent business.

Thank you Revdex.com