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Facey Medical Group complaints

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15451 San Fernando Mission Blvd Suite 200
Mission Hills, CA 91345 | Get Directions

(855) 359-6323

http://www.facey.com

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Total Amount in Dispute:
$1,301.00

Total Amount Settled:
$0.00

Complaint Experience

33%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

6 complaints against Facey Medical Group closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
4	Unanswered

6 complaints against Facey Medical Group

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7/19/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: Amount Settled: $0.00

Customer Complaint

7/6/2023

Facey Medical Group billed my insurance (Blue Cross Shield of Michigan) in error for services on 10/12/2021 that I have been trying to have corrected since 11/2021. My son, was the patient of Facey Medical Group, but Facey billed his preventative physical (10/21/2021) under my name which is the subscriber. When I went to have my preventative physical (UCLA on 10/25/2021), the claim was denied indicating duplicate servies performed. Resolution Sought I would like Facey Medical Group to act in good faith and correct their billing error so that I may be reimbursed for my preventative physical through UCLA.

Company Response

7/6/2023

She said that Facey Medical Group billed Blue Cross Blue Shield of Michigan incorrectly for a physical exam on 10/21/2022. It should have been billed under her son's name, A claim for a physical exam for herself at UCLA was denied as a duplicate. Per Facey Business Department, a complaint was already filed by Facey Customer Service Department and the Better Business Bureau regarding this dispute. The original claim payment from the insurance is pending retraction from Blue Shield. Blue Shield has advised this could take 30 to 45 days. Ms. Raine-James will be notified as soon as Blue Shield has retracted the payment. Please be assured that we take every complaint very seriously and apologize for any inconvenience to Ms. Raine-James. It is only through communication with our patients that we are able to improve our care and service.

6/1/2023

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/24/2023

Multiple attempts made to speak/discuss with MD Thomas prior to procedure via mychart messaging and multiple phone calls to office on 2/16/23. Staff answering stated they would leave message at Nurse's desk and should receive a response. No response or return calls until 2/22/23. Told by Nurse Caroline "you should have had your doctor call if it was urgent." Requested soonest available appointment available with new concerns and Nurse Carolina replied, "Doctor recommended 3 months and since you saw her in January I only have May available." Reiterated to Nurse Carolina that Dr. Thomas stated I could make earlier appointments if I had new concerns, which I reiterated. Extremely difficult to reach or have messages sent to this office and raises a patient safety concern. Resolution Sought Staff need to be held accountable to response times as Nurse Carolina stated 3 day turn around for responses, which did not occur and zero guidance was given. If specialist/doctor is unavailable to answer questions due to leave of absence/etc, staff should notify patient as to proper procedures (such as having doctor to call office) to avoid delays in care.

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