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| - I need to start this review by saying, I have never felt strongly enough (positive or negative) to spend my time writing a review like this. What has transpired over the last 2 weeks with the billing office (Specifically LOI in the business office) of Children's Medical Group has gotten me to the point where I feel I need to share my experience. I should also mention that the care at CMG has been just fine, Dr. Maxcy is great and we have seen an NP in the office who was also wonderful and caring.
We have been going to CMG for the last 2 years since my daughter was born. Like many, we have insurance through my employer and the deductibles are high and the coverage is minimal. We have had to pay out of pocket somewhere between $40-$65 per visit after processing through my insurance. We utilize an HSA account, I don't have co-pays and have always paid our bills within a visit or 2. On Feb 14 I brought my daughter in for a check-up and paid the balance I was told was due on my account (130.00). At that time, LOI came out from the back and told me I would need to also pay for the visit I was there for (that had not yet occurred). I told her I would prefer that they first send the claim through my insurance and that I would pay it after that. (As has been normal procedure for the last 2 years) She came into the exam room while my daughter and I were waiting to see the pediatrician and asked me to sign an agreement that said they would run my card for $80. I told her that I really would like to see a bill first but she wouldn't leave and we were there for an appointment so I signed it.
2 days later I received a bill that showed I had actually overpaid while I was as in the office, so I called and spoke with LOI and asked her not to run my card until I got a new statement that reflected my most recent payment and also the most recent visit from 2/14. She argued with me that the $80 was past due and that the $130 I had been charged included my visit from 2/14. So basically, I was lied to in order to get me to pre-pay for an office visit. I told her I needed to see a statement and again told her she did not have my permission to run my HSA card. I received a message from LOI this morning stating that she ran my HSA card twice and that it was declined. I immediately called her and told her I had told her she didn't have permission to run that card and she claimed she didn't recall that conversation.
I asked her why she was treating me as if I had not paid my bills with CMG and was being so rude to me. I can hardly imagine how horrible it would be to deal with her if my child had anything more serious going on than an ear infection. Taking your child to the doctor is a hard enough process without being hounded and treated like a criminal at the same time. I paid the $80 I was being harassed for despite the fact that I was never given a bill for it. I will be finding a new pediatrician, not because I don't like the doctor, but because of the absolute worst customer service and billing process I have ever encountered. LOI was so rude that I am giving up 2 years of good medical treatment history in order to avoid dealing with her again.
If you don't mind having a biller come out into the lobby to hound you for money and then follow you into the exam room and THEN run your card without your permission, for an amount as small as $80 then I would recommend this office for the pediatric care. If those things bother you, I suggest going elsewhere. I will be.
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