A deeply disappointing and unethical experience.
We completed all required paperwork prior to the appointment and were given multiple pricing/payment options upon checkout. After being clearly informed that paying out of pocket would cost significantly less than going through insurance, we chose to pay the full "cash pay" amount using our HSA card.
Despite that, the office inexplicably billed our insurance anyway -- resulting in a surprise bill arriving two months later. When we contacted them for clarification, we were met with confusion and disorganization. None of our other appointments were recorded in their billing system, effectively erasing any trace of them and implying we had paid "under the table" -- seriously inaccurate especially considering payment was made using a traceable HSA card. Also, being told we did not pay the correct amounts regardless of that being the amount paid during checkout and having been told by the Therapist himself.
When we followed up after receiving the second bill, we were dismissed with, "You signed the insurance paperwork, so you owe it," ignoring the fact that we had already paid in full based on the price given to us at the time of service -- and that we were told the issue would be resolved when we first contacted them.
This is either gross incompetence or an intentional bait-and-switch tactic. Either way, the result is a breach of trust and unacceptable customer service. I would strongly caution others to get everything in writing, triple--check what you're told at the front desk, and be prepared for potential billing games. read more
