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  • If I could rate their billing department separately I would. They are sitting on a $1,421.78 refund/credit since my first knee surgery, July 28, 2017, even though I have been in multiple times since, for surgical follow-ups, multiple physical therapy appointments and another surgery 11/7/17 as well as the previously mentioned course of multiple follow-ups and physical therapy appointments. Not once did anyone ever mention to me the large refund/credit that has been on my account, now 5 months. The only reason I came to know about the credit was because I contacted billing at the beginning of January 2018 about an insurance related question. After speaking with a billing supervisor named Nikki several times in the past few weeks, I was assured a check would be mailed and delivered to me by 1/22/18 at the latest. After contacting Nikki today, 1/23/18 due to no check in my mail, I was now informed that there's some sort of "glitch" in their billing/check writing process. I asked that someone above her contact me within 30 minutes and an AR manager named Jennifer contacted me letting me know that the check hasn't been cut yet due to a check printing "glitch" and there's no way to know when I will be receiving my refund. I asked Jennifer if this refund amount of $1,421.78 is an average, large or small refund size, Jennifer stated it's a large amount for a refund. Then I asked Jennifer about the amount of time (now 5 months) it's taken to receive my refund, Jennifer again stated that 5 months is a very long time to wait. Keeping in mind, I would never know this refund/credit was sitting on my account unless I contacted CORE in January. In filling my complaint with the BBB today, I learned that CORE has a C- rating and out of the 14 complaints filed, 12 were related to billing. This is completely unacceptable and I have contacted my attorney to help keep this issue at the front of CORES's attention.
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