THE AUDACITY!!

Subject: Formal Complaint Regarding Billing and Customer Service Experience To Whom It May Concern I am writing to express my frustration and dissatisfaction with the ongoing billing issue and poor customer service I have received from BestMed, regarding a visit to your clinic in Casper, Wyoming, on September 3, 2024. During my family’s trip to Wyoming, my infant son began experiencing concerning symptoms. Following a recommendation from our relatives, I visited BestMed for urgent care, assuming the visit would be similar to experiences we've had with BestMed at home. After filling out the required paperwork and providing my insurance information, I paid a sliding fee of $15-$35 (I can verify the exact amount if needed). I was reassured that everything had been processed correctly. However, I have since been caught in a continuous loop of confusion and frustration with both BestMed and my insurance company regarding an incorrect bill. The first bill I received was over $500, which I was told was due to improper coding, and I provided my insurance information again when requested. A second bill followed for $419.30, leaving me even more confused and irritated as I had already provided the necessary details. Upon contacting my insurance company, I was informed that the visit had been misclassified as a doctor's visit, which was inaccurate. I subsequently reached out to BestMed on January 13, 2025, to correct the coding issue. The representative I spoke with assured me she would handle the matter on your end. Despite this assurance, I received another bill in February 2025, prompting another round of calls to my insurance company. I was advised to request a supervisor, and after significant difficulty, I finally spoke to a supervisor who was dismissive and unhelpful. Her repeated refrain of “I can’t grant you benefits” without addressing the root issue was both frustrating and offensive. Her lack of concern or willingness to resolve this matter is deeply disappointing. As a busy mother of two young children, the continued back-and-forth and lack of resolution is taking a significant toll. While the amount in question ($430.30) may not seem substantial, it is far more than I would expect for an urgent care visit, and the misclassification feels like an unfair attempt to charge me for what should have been a simple and straightforward billing process. At this point, I am seeking resolution and clarification on why I continue to receive erroneous bills and why my attempts to correct this issue have been met with such poor customer service. If this matter is not resolved promptly and to my satisfaction, I will have no choice but to consult with an attorney to explore my legal options, including potential legal action, to ensure that my family is not unfairly charged. I trust that you will take my complaint seriously and help ensure this situation is rectified. I look forward to hearing from someone at your organization who can address this matter in a professional and timely manner.

Sincerely

VERY UPSET MOM OF 2 FORMER PATIENT