I asked the CWC office manager in charge of the Rockville and Germantown offices why they did not automatically give an overpayment back to the patient like other practices. She rudely responded that “CWC is not like other practices, refunds will be given only by request.” So, if you don't keep track or forget about an overpayment, they will disappear from your account. You may be wondering how they can get away with this. Unfortunately, there are no laws or regulations preventing providers from keeping an overpayment unless it’s from Medicare.
I was a patient with Capital Women's Care (CWC) for many years and I discovered numerous billing issues throughout the time I was with them. I would have left this group a long time ago but I really liked one of the doctors. I can’t put up with the unethical billing issues at this practice. I’d like all potential patients to read my review and think twice about selecting CWC.
I love this practice and feel very comfortable with the physicians. Dr. Davis-Roland is great! Very thorough and really took the time to talk to me about my health. While you may be there for quite some time, the doctors are great.
I wish I could give a 0 star or negative stars. The front desk is incapable of doing anything helpful and has the worst attitude. No response would be given no matter how many times you leave the voice mail for the nurse line. This is the worst doctor office experience ever. Although doctors seem fine but the front desk and nurse are intolerable. I will never come back.
The first issue I discovered was an overpayment to CWC by my secondary insurance provider. CWC filed claims with my primary and secondary insurance company and received a full payment from each one. The secondary insurance company should have been billed the leftover balance. Instead they were billed the full amount and they overpaid by more than $1,000 because CWC did not tell the secondary insurance company they already received a payment from my primary insurance company. By the time I discovered and reported the issue, it was too late. CWC wrote it off without returning the money back to the insurance company and at this point the corporate office will neither confirm nor deny that it occurred.
It would be easier to climb Mount Everest than get a prescription called in or refilled. My pharmacy actually called them for a refill, which was denied. The prescription they denied has great importance due to certain medical conditions I have. This was the last straw.
I do not recommend this practice. I was a patient there from 2014-2017.
The doctors are impossible to get an appointment with, and several have left the practice over the past few years. During appointments, concerns are not addressed or are waved off as non concerns.
In my case, the overpayment issues I discovered were old. I tried to recover the refunds but CWC’s corporate office pointed out that they are only required by law to maintain medical and financial records for 5 years. Therefore, they can neither confirm nor deny any wrongdoing because they don't have the records. However, I have a complete file of every billing statement, EOB, etc., but CWC refuses to accept my evidence and issue a refund. It appears that this unethical billing practice was condoned from the top down.
I've been going to this office for three years, the doctors here have guided me through two successful pregnancies. I found all of the doctors (and the RN) to be friendly, competent, and informative. The ladies at the front desk always recognize me and make me feel welcome. I've used the call line a few times to ask questions about my pregnancy; I always hear back from them within a few hours, and their advice has been very helpful. Yes, sometimes the waits are long, but not always. I always feel comfortable visiting these doctors and entrusting my health to them. What more can you ask from a doctor's office?
The second issue concerns co-pays. They routinely ask for co-pays and if you don’t know your own insurance well enough, you may make a payment for a co-pay that is not required. CWC collected too many co-pays from me that were not necessary. Instead of giving me an automatic credit or refund, CWC would write it off and keep the overpayment. If you realized that you overpaid and requested a refund, it would take months to get it back. You constantly have to keep track of your account.
Since I will not go back to this practice, I called to get a copy of my chart, and was told it would cost $0.76/page. I've never had a doctor's office charge me for my own medical information. Disgusting.
Capital Women S Care is a US Health facility based in Rockville, Maryland. Capital Women S Care is located at 9420 Key W Ave, Rockville, MD 20850, USA.
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