Raleigh Medical Group PA

Charged for only partial services that I was told TWICE that I would receive for the price I was paying.I asked their office staff for the price of EXACTLY what I needed on the phone AND in-person, prior to having it performed. I was assured, twice, that the amount I was being charged would cover what I asked for. After having to go back to them two weeks later, to find out the results of my tests, I was told that the one specific test , which I was assured TWICE was being performed, was not performed and that there would be an extra charge for it. Office manager just kept repeating to me that "that test is not included." She didnt seem to care that her staff gives out the wrong information. She did nothing to satisfy me. But she did offer to charge me more for what I still need to have done.Desired SettlementSince I was quoted for specific services that were NOT fully performed, I am requesting a refund.Business Response On July 6th the gentleman called Cary Medical Group, a division of Raleigh Medical Group, PA and booked an appointment for a Commercial Driver's License (CDL) exam. The appointment was on July 10th. The provider completed the exam along with the documentation required by the North Carolina Department of Transportation. The gentleman paid for this service in full on that day. The elements that are required for this service are found on the DOT form of which the patient brought with him on July 10th. No other services were performed as the mandatory requirements are clearly outlined on the form for the CDL exam. On July 22nd, the gentleman showed up at the office with a second unrelated form from an outside entity. He requested the second form be completed; however, the second form was requesting different screening information that is not required by CDL guidelines nor is it a test that is available at Cary Medical Group. The gentleman insisted we did not complete the exam that he paid for on July 10th. The Director of Operations as well as the Provider who performed the CDL exam explained to him that there must have been a misunderstanding and that the additional services he was requesting were not part of the CDL screening, nor was this additional screening requested of the provider at the visit on July 10th. He became loud and disruptive in the office and his parting comment to the Director was "this is not over yet". He filed a complaint with Revdex.com that afternoon as well as posted comments on the company's social media sites as well as other sites. Our providers do not provide this "additional" service he insisted that we agreed to do. It is not provided because it is not part of the CDL exam requirements. Additionally, this screening is a complicated process rarely done in an office environment. Any patient requesting this type of service would need to see a different provider or lab services company outside of Cary Medical Group.This same provider performs more than 4-5 CDL physicals per month and must be certified by the State of North Carolina to perform these exams. Our staff is well versed on the protocol for these services and is fully aware that the additional service he requested is not available to any patient of Cary Medical Group at our facility. It is unfortunate that there has been an obvious miscommunication. On July 10th Cary Medical Group provided 100% of the services required for a CDL exam for this gentleman.Consumer Response Unfortunately, the person who responded to my complaint did not have all the facts. When I made my appointment and on the day of arrival, BEFORE any testing was performed, I verified that I wanted 2 items to be performed. BOTH times, I was assured by the the office staff that BOTH items would be performed for the fee that I paid. Upon my return to the office, with the EXACT same paperwork that I left with, (no NEW documents were produced) all anyone would say is "that service is not required." I KNOW THAT IT IS NOT REQUIRED BY THE DOT, BUT I NEEDED IT PERFORMED FOR OTHER REASONS. No one seemed to understand this nor cared that I was given the wrong information TWICE. Even to this day, no one has owned up to there mistakes nor apologized. No accountability for their employees wrong doing. I received NO satisfaction, only their repetition of the same statement over and over. They just dont listen nor hear care what people have to say.

I visited the office 7/29/14 and later found that my lab work was coded incorrectly. Despite promises that it would be fixed, no action has been takenI saw [redacted], N.P on 7/29/14 to address chronic headaches. She did a physical with lab work while I was there and the office told me it would be billed as preventative care. In August I received a bill from [redacted] for $295 Invoice # [redacted]. The invoice states my insurance refused the claim. I contacted my insurance company and found that the lab work was billed as a non-routine procedure. I confirmed with my insurance that the procedure was covered and was told that Cary Medical Group can change the coding and rebill the lab work to have it covered. I contacted Cary Medical by phone and left messages with both the billing representative "[redacted]" and the office operator. After two weeks of attempted calls and messages I received a call back from [redacted] who assured me she would rebill the lab work and the issue would be resolved. On 10/1/14 I received a late notice from [redacted] that prompted me to try reaching [redacted] again. On 10/30 I was able to reach [redacted] and she told me she would call [redacted] after our phone call. I was promised a return call after she reached [redacted]. I never received a call back, but I called 10/31 and 11/3 to check on the status. Both times I was told she hadn't reached [redacted], but that I am a sticky note on her monitor and I would hear back from her. On 11/20 I still had not heard back so I attempted to call [redacted] throughout the day without success - voicemail was left. I then called the main office number and requested to speak to someone else about my billing issue. I was told that there was no other person to speak to, but the operator made a note of the situation and assured me [redacted] would be calling me. I received no calls and on 11/26 I left an additional voice mail with [redacted]. It is rare for [redacted] to answer her line and leaving voicemails is a dead end as I have left over a dozen and only received 1 returned call. [redacted] has sent me three past due notices threatening to send the account to collections. My insurance company, [redacted], and Cary Medical Group have all told me this is an easy issue to resolve. However, it cannot be resolved without the cooperation that Cary Medical Group promised. Desired SettlementI am seeking for the business to re-bill the lab work to correct this issue. Business Response Contact Name and Title: [redacted], AR DirectContact Phone:[redacted]Contact Email: [redacted]Hi Mr. [redacted], we apologize that you have been having difficulty with our billing department. We strive on patient satisfaction and excellent patient care. In order to serve you better and comply with privacy laws, we recommend that you contact our Manager of Patient Accounts, [redacted], regarding your grievance so we can acknowledge and resolve this issue for you. Your feedback is greatly appreciated. You can call her at [redacted] ext [redacted].

Failure to properly bill insurance and failure to notify this service not covered.In November 2013 I received a letter and some information on the importance of men over 50 having periodic colonoscopies to check for cancer. It had been about 7 years and the information stated that the cost was covered 100% by my insurance. On 12/11/2013 I contacted [redacted], my insurance carrier and was told yes it was covered 100%. That phone call was recorded in conversation [redacted] with [redacted]. I proceed to get my physician to schedule the appointment and had the procedure done. At the time of the visit the provider advised me that I had a $ 50 office visit co-pay which I paid. Now my insurance company has refused to pay the claim and I am stuck with a bill for over $ 800 that I do not owe and that per my insurance company's assurances, and the co-pay for the office visit I felt assured that this matter was resolved. In May 2014 I filed an appeal with [redacted] and even though they had the phone conversation they refused to pay the claim as per my policy and the new regulations under the Affordable Care Act. Therefore I am filing a complaint against this company, Raleigh Medical Group, and [redacted] as between this three companies this matter was not handled in accordance with my policy or the law.Desired SettlementI am asking that [redacted] pay this claim as per my policy and per the law. I am also asking that the providers stop billing my and do not reflect this as non-payment on my part on any credit files as they received the co-pay for the office specialist and their efforts should be pursued against [redacted] and not me.Business Response Contact Name and Title: [redacted], Dir of ReContact Phone: [redacted]Contact Email: [redacted]Mr. [redacted],We are sorry to hear that we are not meeting your expectations. Please know that as a healthcare provider, services are billed in accordance with healthcare coding guidelines. And as a contracted provider with [redacted], we filed your claim in accordance to their guidelines and abided by their contractual obligations. To do anything different than what [redacted] has outlined would be viewed as a breach of our contractual agreement.We understand that insurances don't always yield a favorable response for the patient and we strive to work with you to resolve billing matters. Please know that it's ultimately up to [redacted] to overturn their decision. If there is anything we can do to assist in your appeal process, please don't hesitate to contact me.

The business failed to notify patients about billing practices and caused multiple bills for multiple services to be generated after an upfront bill.I went in for an endoscopy at the Wake Forest Endoscopy center. I do not have insurance. I was told I needed to pay a bill that day and did. I was never, ever told that I would have further bills to pay. I received another bill later on for MORE money from this group. The bill wasn't itemized and I had no clue what I was paying for or why. I asked for an itemized bill. When I got it, I then paid it with the understanding that this was the sum total of my entire bill and I would NOT be billed again. I then received another bill without a postmark, dated 1/13/16. I called for three days straight regarding this bill without a call back. I finally received a call back today, 1/25/16 and was told that this bill was initially generated in November and it was for "extra testing" that the lab did on my pathology but I wasn't told what kind of tests were performed or why I was being billed AGAIN for this issue. There is no itemization on this bill, yet again and the reasoning behind the lack of itemization is that because this bill was previously generated with itemization, there is no reason for an itemization now regardless of whether or not I actually received this bill when it was generated or not. There is no late fee attached to it and collections has never been threatened on this bill, which makes me think that this bill was generated in January regardless of what they're telling me on the phone. The representative does not want to resolve the issue but wants to fight with the patient who has an issue with his billing. I understand needing to be paid for your services, but I don't understand why this billing department is collecting money for a third party service. I also do not understand why all of this is occurring when I was told a final bill had been paid. I received ANOTHER bill from these folks for $10 that, again, wasn't itemized, but when I called the doctor's office, they said that bill was sent in error. So, I am now wondering how many of my bills have been "sent in error." I was never told by anyone anywhere that I needed to call the billing department before a procedure to figure out what I would have to pay for that procedure. I assumed that the when I paid that day, I was finished paying since no one communicated with me regarding payment, billing, or any other monetary related issues.Desired SettlementI would like a billing adjustment It is likely that this is happening to MANY other people as the endoscopy center had at least 10 other patients receiving the same or similar treatments as me on the day that I was seen. I would like to not have to pay this final bill as I was told that all my bills were consolidated and final after the bill paid in October was paid. I want others to know about these duplicitious billing practices and the lack of communication with the patient that one receives from the Raleigh Medical Group. They are the most incompetent billing department I have ever had the displeasure of dealing with in my life. I'm certain that other people who aren't willing to fight have overpaid to this business multiple times because of their billing practices. I'm not sure if this is part of the business model, but I will certainly never use a physician that is even remotely connected to the Raleigh medical group.Business Response We do not want anyone to have a negative experience with Raleigh Medical Group. We are always looking for ways to improve our patient experience. Privacy regulations do not allow us to comment on this specific case. We have contacted the patient directly.