SurgCenter of Plano, LLC — Local services in Plano

I had surgery here on Nov 19, 2019. I trusted their insurance dept would contact my insurance company to verify my policy and co-pay. A couple of days before surgery I was contacted by SurgCenter and told I would need to pay $1200 on the day of surgery. When I arrived for surgery, they said I would need to pay only $1000, so I did. Fast forward to Feb 2020, after my insurance paid claims my benefits statement my co-pay was $100. I contacted my insurance company to address the discrepancy. They stated SurgCenter must have only listened to a pre-recorded message regarding benefits in general and assumed I paid a deductible towards my annual out-of-pocket expenses. My insurance company had no record of any communications with SurgCenter. I called SurgCenter the same day in February and confirmed that I was due a $900 refund, however it would take 8-12 weeks to process a refund check. After 12 weeks I started calling SurgCenter billing dept. They said they would investigate and get back with me. After several calls over the last 2 months and promises to get back with me, here we are June 2, 2020 and no refund. I started calling every hour starting at 8:30am this morning and leaving messages. No one answers their calls, you have to leave a message. I got a call back this afternoon and was told a check would be issued by June 12. The check is being cut and sent from the same Plano office where I had surgery. Funny how a big company like PayPal can have a refund check cut and delivered in 7 days, but a local company takes, what it's going to end up being close to 19 weeks, IF I actually get the check as told. BEWARE - DO NOT TRUST THEM TO GET YOUR INSURANCE PLAN VETTED CORRECTLY - DO NOT LET THEM OVERCHARGE...

Hubby had procedure there on 10-11-2019, and we were charged $275 co-pay, which we paid that day. On 10-17-19, AETNA paid SurgCenter $153.17, showing we were owed a refund of $121.83. SurgCenter never notified us. While doing EOB's on claims in December, I saw the lack of reimbursement. Called them on 12-13-2019 and they advised they'd send the money within a week. I got a letter but no check, and when I called, was advised it could take a month to get the check. I called them again on 01-24-2020 to advise I still had no refund check. They said they'd call me back after looking at it. On 01-27-2020, they hadn't called back, so I filed a grievance against them with AETNA. Here it is 01-28-2020 and I STILL have not received my refund. Good news? Guess AETNA called them, cause they called this morning and said I'd get a refund check within a week. I am NOT holding my breath. Bet they have the money in an account that is drawing interest! ...

Overall we had a very positive experience with the Surg center. With the exception of one nurse, we found the staff very knowledgeable, extremely friendly, and helpful. I would agree it seemed like they were wanting to get us out of there, but I doubt it was much more than insurance requirements. That said, it hardly felt like they were "kicking us out". My insurance was out of network with them, but they lowered their price to match, so it did not cost me any extra out-of-pocket. Some wouLd say "That was a business decision for them", but I went to Dallas to have the surgery done because my first choice (in Oklahoma City) would NOT lower their price to meet the in network cost.

My experience with reviews is that you need to do a little "reading between the lines " A one star tells me that they were pathetic from start to finish. It would not be possible, nor fair to say Surg Center met that. They just barely miss the mark for a five star...