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  • Was going here for 8+ years for orthopedic inserts due to nerve pain while running, otherwise very healthy. Doctor has always been friendly and seemed competent. Two visits ago they told me they got prior authorization for inserts - they did not; I got stuck with a few hundred dollar bill due to the error. Since I had been going here for years I let it slide. However, my last visit I was in the process of changing insurance due to getting married. I told them in advance and they said no problem, call us when you have it finalized and we will take care of it. I paid my copay and monies due, and called them when my insurance was finalized/changed to get reconciled. The billing lady was very, very rude on the phone and refused to submit to my new insurance because I did not have the card at the last visit (it was in the mail as I explained to them). As a health care provider, I understand how insurances work and simply asked them to resubmit as my insurance was active on the date seen. She was unbelievably rude and stated she could not, that was insurance fraud and it was my fault for not having the card. Up to that point I had been calm, but then told her I am a doctor and I know for a fact you can submit it - she quickly changed her tune and told me the office manager would call. Office manager called and told me the billing lady did not understand what I meant (she did), and said they would submit and contact me in a few weeks. A few moths went by, and I got a collections notice in mail for ~$40 so I just paid it. They never resubmitted or got back to me as promised, instead a collections note was sent for past due money (I was told not to pay it by them). Being on a time limited schedule it was worth it to me to just pay instead of fighting with them in both instances. Unfortunately, they lost a loyal patient (that has also spent a lot of money there) and our family that has been going to them for years. I even wrote Dr. Utley a letter informing him of my experience outside of the exam room (he has always been good). Nothing changed even after speaking with him. Highly incompetent front staff and one that was flat out rude. I would not recommend them as they are not capable of properly billing insurances or obtaining prior authorizations - you get stuck with the bill!
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