Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached signed release.

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19621321
  
  I am rejecting this response because:

  SUNCOAST UROLOGY'S RESPONSE WAS TOTALY UNTRUE.  I HAVE A FICO SCORE OF 849. I PAY ALL OF MY BILLS ON TIME. I WAS TOLD BY *************** THAT THERE WAS NO COPAY FOR THESE OFFICE PROCEDURES,  IT WAS THE BILLING CLERK THAT WAS RUDE AND ARROGANT.  WHY DID SHE REFUSE TO LET ME GET THE DOCTOR'S SAY IN THE MATTER?? I HAVE PAID ALL 4 OF THESE ***** CHARGES WHICH WERE TOTALY NOT JUSTIFIED. I HAVE SINCE LEFT SUNCOAST UROLOGY. I REFUSED TO BE TREATED IN THAT MANNER. THIS LADY NEEDS TO LEARN HOW TO TREAT PEOPLE. SHE LOST A LONG TIME CUSTOMER FOR ******. SHE DOES NOT BELONG IN THAT POSITION.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2023

  Please see attached response and documentation:

  March 30, 2023

  Complaint ********,

  Suncoast Urology response to said events:

  Patient called the office and argued many times that he should not have to pay anything as he was under the impression the doctor had told him he would not need to pay anything for these visits. The doctor did tell the patient that the services were covered, which is correct. A copay is still required and actually mandated by his insurance. It is the patients responsibility to check with their insurance when they have any treatments/procedures/office visits to see what they might owe prior to being seen. Our office does this as a courtesy to our patients to verify the insurance, and see what patient responsibilities are prior to being seen.

  Patient came into the office for an office visit and became verbally aggressive with our front office staff when asked to pay his copay for that days visit and reminding him that he had a balance on his account. The patient was refusing to pay for the visit and previous visits. Our billing specialist spoke to the patient and assured him that this was confirmed with his insurance. The patient was still being aggressive, and our management stepped in to attempt an acceptable result. We did advise him to speak with his insurance company in regards to these copays that they advised he owed. We are required per the patients insurance company to collect any copays, as this would be a violation for us not to attempt to collect.

  We never refused to let the patient speak with the provider, the patient was scheduled for an appointment and was refusing to pay his copay for his visit. The patient left before being seen. Patient also signed a form in our office that says he understands that he is ultimately responsible for the charges for medical care being rendered to him (please see included document, namejs blocked out). Patient did pay for his copays, and stated it was out of courtesy to the provider, and dismissed himself from the practice. We would have been more than willing to work something out with the patient as far as doing a payment plan so the patient did not have to pay for all copays at once. Patient was not satisfied with any solutions, and simply just did not want to have to pay anything.

  We are very sorry to hear that you had such a difficult time with our billing department. From our understanding, our billing department did as they were advised to and attempted to collect payment for your copay at the time of your visit and for the copays from previous visits. They also explained in detail that the copay was for the services rendered to you from October 2022 to November 2022. The billing department spoke with your insurance company in regards to these copays to ensure we were collecting the correct amount and even spoke with you on the phone in regards to this. Per your insurance company, that even without an office visit, you would still owe the copay for your treatments. Reference #*************

  We did our due diligence in making sure we were not collecting any money we were not owed, and also explained in full detail as to what the copays were for and why you owed those copays. Suncoast Urology would suggest calling your insurance company and fmding out why they require a copay for treatments alone. Suncoast Urology only collects what the insurance tells us to collect. The payments they sent to us show that you owed the copays for each of those visits.

  We are very sorry that you decided to leave Suncoast Urology due to these issues, and we hope you find a new practice that can hopefully fulfill your needs.

  We unfortunately cannot complete your desired settlement of a refund, as this is money that was owed per your insurance company.

  If you have any further questions or concerns, please do not hesitate to contact us.

  Sincerely,

  Suncoast Urology