Southern Idaho Surgery Center

Dustin Richards (09.07.2016 00:34)
In December 2014, our two year old had some cavities filled. We were told by their office manager at the time that she had received pre-authorization for the procedure from our insurance. Nine months later, we received a bill from Southern Idaho Surgery Center telling us that we owed them a very large amount of money. I called and talked to their current office manager and she told me that she would check with the medical director to see what kind of arrangement they could make for me. I told her that if they would be able to split the difference or reduce it in any way, I would pay the entire amount at that time. She said she would call me back but never did. I received another bill a month or two later. I called again to ask if she had spoken to the medical director and she assured me that she would. She never called back. I got my last bill and it said I needed to pay the full amount or I would be sent to collections. I called to talk to the medical director and was told they would pass my information to him. He never called me but he did tell the person I called that they would reduce the bill for me but I had to pay that day. It was already 3:30 PM, so close to closing time. I told her that I didn't have the money right then and how could they think this was good customer service? I was furious with this and couldn't believe they would treat a customer like this. If this billing issue would have been resolved in the first month I got the bill, I would have been happier and not be writing this. I think it is terrible customer service when the medical director can't even pick up the phone to discuss this with me. During one of the calls to them I even changed my address to show that I wasn't trying to avoid paying. I have never been sent to collections and all I wanted was for them to work with me to pay a reasonable amount-especially since we were told that this was pre-authorized by their previous office manager! I hope this doesn't happen to anyone else. I was told that they were in the process of catching up because their previous office manager did not do a good job. However, I don't see that as being my fault and maybe they should have worked with me a little more. At least return my phone calls when they told me they would.
As a side note and one thing that might be a positive is that everyone I did speak to was really nice and never rude. That doesn't excuse them from providing the highest level of service though.

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