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Franklin Primary Health Center

1303 Dr Martin L King Jr Ave, Mobile, Alabama, United States, 36603-5341

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I was charged for services that I should have not been charged for. Furthermore, the services that were rendered were not authorized by me.
On 09/08/2016, my daughter went in to have her physical completed regarding immunization for 9th grade. I later received two separate bills from a lab totaling close to $300.00. I contacted Franklin Primary Health about this several times, was told the only person that could fix this was the physician, but informed the physician was not available. I was later informed the physician was on maternity leave. I continued billing after the expected maternity leave was up to have the problem corrected. I then contacted BCBS of AL to have them to speak with the physician on a conference call and was informed the concern could be fixed if the medical office would change the billing code. This went on for several months. I then was informed the matter had been resolved and I would just have to take care of a balance that was left with Franklin after the billing had been corrected. At that time, I was told there were charges for a hearing test and a pregnancy test. I informed I never authorized a pregnancy test. I was told it was part of a "routine" exam. I questioned as to why would a pregnancy test be part of a routine exam for a child that was only 14 years of age and not sexually active. To avoid the bill from being turned over to collection, I paid the amount and informed we would not be back for services. After assuming the matter had been resolved, I later received more bills from Quest Diagnostic for the same issue. I contacted Quest Diagnostics and was informed that some of the testing completed for the outrageous prices included a pregnancy test and STD testing. I then informed them I had already paid for the pregnancy test that was never authorized with Franklin Primary Health. I was informed that they did separate testing or labwork that was requested by the physician and I would need to follow-up with the physician to get more details. I then had them to contact the Franklin Primary Health on a conference call as these were not authorized by me. When speaking with the billing department, I explained to them that my daughter was not sexually active and there was no reason for them to complete these types of test. I asked questions as to when this had occurred as I was with her the entire time during her exam and never requested any of this, nor did I ever leave the exam room. I am assuming these were completed through urine and bloodwork. I was then informed by Franklin Primary Health to send the bills in by fax to them and they would review and take care of it. I did as asked, but never heard back. I contacted Quest Diagnostics Several times to ask if the matter had been resolved and was informed "no." I was informed that if the bills were not paid, they would be turned over to collection. I was given until 09/09/2017 to try to get the matter resolved with Franklin Primary Health. I informed that if it had not been resolved by then, I would set up a payment arrangement to avoid the bills from being placed in collection and having a negative effect on my credit. In the meantime, I continued to call Franklin Primary Health leaving messages trying to get the matter resolved. It has been more than two months with leaving messages and more than one month since sending over the information requested by them. I have yet to receive a return call. On this date, 09/12/2017, I contacted Quest Diagnostics back again to find out whether or not the matter had been resolved and was informed "no." At that time, I set up a payment arrangement to take care of the debts of $199.01 for the STD testing and $74.63 for the pregnancy test.

Desired Outcome

I am requesting that Franklin Primary Health refunds me for the amount that I am paying back to Quest Diagnostics for the debt that has been incurred as the services rendered were not authorized by me and have never been part of a "routine" exam that I have taken my daughter in for services with them for.

Franklin Primary Health Center Response

We have reviewed the complaint by this consumer. Franklin Primary Health Center has verified that appropriate care was provided on September 8, 2016. Unfortunately, it appears the mother did not understand the scope of services provided on this date of service. We also verified that this client made multiple attempts to resolve the billing issue. This patient paid $78.00 for the services rendered. Due to our unsuccessful attempts to resolve this complaint, we have contacted Quest lab and asked that all collection activities cease for the September 8, 2016 date of service. We will have Quest bill any outstanding amounts to Franklin's client bill. We have made the appropriate adjustments and the patient currently has a zero balance. We have also agreed to reimburse her for any payments made to Quest. Franklin has an onsite billing supervisor who is available to help resolve any patients concerns. Should any issues be identified in the future, she is welcome to contact us and we will respond as expeditiously as possible.

Customer Response

(The consumer indicated he/she ACCEPTED the response from the business.)
The response provided is sufficient and will take care of the concern.

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Address: 1303 Dr Martin L King Jr Ave, Mobile, Alabama, United States, 36603-5341

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