I have had a very unfortunate experience with this office. I'm leaving this review to document a…read morepattern of billing problems and poor communication with this office.
*Note: This office has three separate Yelp listings. I'm posting this same review on each one, since my experience applies to the practice as a whole.*
**Bottom line:**
I was overbilled $247.01 (roughly 60% over what I actually owed), the office failed to send the billing and procedure information it promised me, I was then charged $56.49 for a follow-up call that never delivered what it was supposed to, and after weeks of requests, the overbilled amount still has not been fully refunded.
**Details:**
1. **Paid before being seen, no explanation given.**
The morning of my appointment, I was required to pay $241.89 before I could see the PA . This policy was never disclosed to me in advance. I asked several times what the charge was for and was not told. It turned out to be the office visit fee. My insurance says I only owed $120.17 for this. I was billed more than double, a 101% overcharge.
2. **Overbilled for pre-surgery testing.**
I was there to be evaluated for balloon sinuplasty, which required a scan and an additional test. Staff contacted my insurance for approval, then asked me to sign off on the cost. Before I did so, I specifically asked three separate times whether this was the exact amount my insurance allowed, because I did not want a surprise bill later. I was told three times, explicitly, that it was. He told me that they had a direct contact at the insurance company that confirmed the exact amount that I owed. I was billed $417.64 for testing that my insurance says I only owed $292.35 for, an overcharge of $125.29, roughly 43%.
3. **Billing & procedure information never arrived.**
I was told the office would send me details about the procedure and a breakdown of my exact financial responsibility from my insurance within a day or two of my first visit. They never sent either.
4. **A follow-up call that went nowhere, yet I was billed $56.49 for it anyway.**
I had a follow-up call scheduled several weeks later to discuss next steps, and Alexandra told me I could speak with the doctor to meet him during that call. The office called 30 minutes late. An unidentified staff member questioned me and refused to transfer the call because she said the PA didn't know why we were having a call. Alexandra was the one who told me to make the follow-up appointment in the first place. I was then put on hold for 20 minutes. When the PA finally got on, there was nothing to discuss, since I'd never received the required information about the procedure itself nor my financial responsibility. Instead, she simply asked about the two nasal sprays she had prescribed and offered an Allegra prescription. That was the extent of our discussion. The rest of the call was spent discussing the fact that the office never sent me the information that I needed to make an informed decision, how I was told she didn't know what our call was about and the overbilling issue. She then told that actually meeting the doctor would require booking (and paying for) a third appointment. After this, I told three separate staff members that I did not expect to be charged for this call, given that we couldn't accomplish its stated purpose based on them not sending the information. I was charged $56.49 anyway.
5. **Refund requested repeatedly, still not resolved.**
The office never contacted me to tell me they had overbilled. I had to contact them. I first requested my $247.01 refund on 8/13. I got no response. When I followed up, billing confirmed I was owed the money but suggested I let the office hold onto it, citing an "upcoming surgery." Of course, I've decided not to pursue that option, given everything above. I was told today (9/4) that a check would be issued, but the $56.49 call charge was deducted from it. The reasons given for the delay kept changing: on 9/3, they said they had to wait for the insurance claim to finalize (which had actually finalized on 7/27), then on 9/4, they claimed they had been waiting for pending payment from my insurance company. This isn't true - my insurance paid nothing, since I owe my full deductible. They also claimed they received payment on 8/20, which doesn't explain why they haven't sent my refund. Their response to me disputing the call charge: "Regarding the charge for the phone call, I referred that concern back to the office for review because that adjustment is not determined by the billing department. The office has reviewed the matter and has declined to adjust that charge."
**Takeaway:** In every one of these interactions, I was billed for something I either didn't owe or didn't receive, and no one at this office has taken responsibility or corrected it without a fight. It's very disappointing.
