Sierra Pacific Orthopedic & Spine Center Medical Group

I have been utilizing "Sierra Pacific Orthopedic & Spine Center" to deal with a chronic pain issue with my knees. All of the staff are very friendly and helpful. I truly appreciate all the therapy that Paul E, PTA, has been providing me for my knees - it is working for me. I can feel a big improvement in my knees - it is easier walking and has reduced the pain - I believe over time this therapy with address and resolve all my knee issues. I highly recommend "Sierra Pacific Orthopedic & Spine Center".

I had my first appointment at Sierra Pacific Orthopaedic Center (SPOC) on 10/16/18. Part of the new patient paperwork is providing a credit card, which I did. I also created an account in SPOC's "NextGen Patient Portal" shortly after my visit. I received electronic communication that my bill was available for review via a "Patient Portal Online Statement Notification" on 12/17/19, and I logged into the Patient Portal and paid my bill that day - it was $152.80. The charge shows on my Mastercard on 12/18/18.

However, a few days later I received a text that my payment of $152.80 would be processed on 12/25/18. Indeed, a duplicate $152.80 for the 10/16/18 visit was charged to the Visa I'd provided with my new patient paperwork on Christmas Day.

I called SPOC billing using the number provided on its website on 12/26/18 to explain the duplicate charge. The billing representative indicated they would ask for a refund, but could not give any confirmation information or time frame. A week later, after no credits were issued to either card or communication received, I called the billing department again, with the same result. - the billing rep stated they saw the previous request for a refund and would follow up, but could provide no specifics.

On January 9, 2019, I included an inquiry about the billing error in a secure, web-based message to my doctor about the billing error. The responding PA indicated he had forwarded the questions regarding billing to the front desk manager for follow up, but I never heard a reply.

Finally, on January 30, 2019, I tried calling the billing department a third time. The representative indicated, once again, that my account shows a request for a refund, but could provide no dates when the refund would process ("please allow a week" was the best I could get) or a confirmation number. I provided my phone number so they could contact me with any follow up information. It's been a week with no communication.

It's been six weeks of trying to get the duplicate charge reversed, despite three phone calls and two email exchanges using the online Patient Portal.

SPOC's website does not offer any other methods of communicating regarding this matter, and this simple error that should not have happened has not been addressed at all, let alone sufficiently. SPOC needs to change its business practices regarding this matter.