The CORE Institute

Thank you for notifying The CORE Institute of a consumer’s concern. We work hard to exceed the
expectations of those people in the community who rely on us for their health care needs and we take
seriously any indication that we do not meet or exceed those expectations.
We take great pride in our...

patients and have a dedicated Patient Advocate that is available to our patients.
The Patient Advocate receives and communicates feedback from our patients. The physicians,
administrators, and other clinical personnel who staff our Quality Assurance Program thoroughly review
this feedback. We use all of our patient’s feedback as a learning opportunity; it is the basis upon which we
continuously improve.
We have received your request for response regarding complaint ID# [redacted]. However, in accordance
with our policies and procedures, we resolve patient matters directly with our patients. The CORE Institute
complies with industry regulations, insurance and government payor policies, as well as our own corporate
policies to protect patient information. Consumers are welcome to contact our Patient Advocate at
###-###-#### regarding their concerns.
Again, we thank you for notifying The CORE Institute of a consumer’s concern.

Dear Revdex.com:Thank you for notifying The CORE Institute of a consumer’s concern. We work hard to exceed theexpectations of those people in the community who rely on us for their health care needs and we takeseriously any indication that we do not meet or exceed those expectations.We...

take great pride in our patients and have a dedicated Patient Advocate that is available to our patients.The Patient Advocate receives and communicates feedback from our patients. The physicians,administrators, and other clinical personnel who staff our Quality Assurance Program thoroughly reviewthis feedback. We use all of our patient’s feedback as a learning opportunity; it is the basis upon which wecontinuously improve.We have received your request for response regarding complaint ID#[redacted]. However, in accordancewith our policies and procedures, we resolve patient matters directly with our patients. The CORE Institutecomplies with industry regulations, insurance and government payor policies, as well as our own corporatepolicies to protect patient information. Consumers are welcome to contact our Patient Advocate at[redacted] regarding their concerns.Again, we thank you for notifying The CORE Institute of a consumer’s concern.Sincerely,Heather D[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The facility's response was just a form letter and did not resolve the issue of the co-payment. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[As requested I want my...

money returned immediately and an apology letter from The CORE.]
Regards,
[redacted]

Core Institute and [redacted] abandoned me in the middle of treatment. Two days before my scheduled appointment with [redacted] (for which I had been waiting 2 months), I received a call that my appointment was cancelled because they don't like my insurance. This really left me in a bad way because the medication that [redacted] had previously prescribed gave me a severe hearing problem as a side effect. I stopped the medication, but the hearing problem persists. Then [redacted] and Core Institute literally dumped me 2 days before my next appointment. I can honestly say I'm worse off than the day I first walked into the office of [redacted]. Clearly they do not care about their patients. This is just disgusting.

Thank you for allowing us the opportunity to review a consumer's feedback.

They do not care for the patients, they are only out to make the most money.

I had hip surgery scheduled. All plans were in place for my family to take me, do some aftercare, work commitments taken care of, ect...

I went to all my pre op appointments, completed all tests, did the hip joint class and toured the hospital

10 days before my surgery, they called and said my health insurance refused to pay to have the surgery done at the hospital. And now I HAD to have it at their 'surgeon owned" surgical facility. and at a later date.

I called my health insurance and they said I was NOT refused at all.

So the next day I called the doctor office back to find out what was going on.

Thats when they said Sorry for the "mistake" (lie) but the surgeon just got hip equipment in the surgery center and so they were making all patients go there from now on.

Too bad that I had everything ready to go.

They are ONLY in it for the money. To LIE to a patient, to upset them and not care is just never anything you want to experience when you count on these people for their care.

I would never have a total hip replacement at a surgical center.

I hate that I have to find another orthopedic doctor and start all over, but I will. I want my doctors to care about me.. the worried patient, MORE than just getting more money.

I will never go back to this place. they lie to you, do not care that you are upset, do nothing to resolve the issue.

integrity is a big deal when you are counting on health care professionals to take the very best care of you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.[As requested I want my money returned immediately and an apology letter from The CORE.]

Regards,

Long Story Short.. Went to CORE, as recommended by a friend.. Went 06-18, 06-24- and 06-29-2015 with a diagnosis visit on 07-07-2016. Had problems with shoulder pain,that progressed through lower body. Primary Doctor thought Arthritis, noway does arthritis progress thru the muscles,or cause confusion, tremor,and gait issues.

FIRST 06-19-2015 visit, tell the doctor symptoms.. Doctor doesn't even take notes...He says MRI is needed, writes order, and he schedules appt at office on 06-24 for emg of upper body, then appt, emg of lower half.6-29*2015. Gives me an order with dates showing what is needed and what will be ordered, tells me that he will need a pre authorization for MRI.

2nd visit EMG done on upper limbs, results, he say's Carpel tunnel both hands. He says he will orders carpel tunnel glove prosthetic to be worn, and puts me on Pain Meds.

Went home, wondering why no appointment call has been received for MRI

Called Core says they sent the order over on the 19Th of June, I got phone number from Core and called MRI provider, who stated MRI Order not Received.

Called Core, stated Provider shows no record of any order for MRI... Lady on phone states they faxed over, I asked will you refax? She say's she will TRY.....

Waited 30 Minutes, Called My Insurance Provider.. I explain the problem.. The insurance provider, 3 way calls the M.R.I provider, NOTHING Recieved! with the M.R.I provider on the phone, I asked the insurance carrier, "do I need PRE AUTHORIZATION for this M.R.I.?" There response..NO. Can I go to any provider I choose? YES ! .. Next Question was to MRI.. Can you get me in TODAY or Tomorrow for this M.R.I., or do I call around and find someone else? On Hold 10 Minutes.. Schedules MRI That day... But they need the ORDER from CORE..

Insurance REP 3 way phonecall's core. We fight to get the order FAX sent. Takes 1 and a half hours.... I get the M.R.I

3rd VISIT... EMG of lower limbs. I hand deliver the M.R.I to the doctor... and write it in my note book . Asked what was causing my falling down, confusion, tremor, shoulder pain... Doctors response... " Your nerves." When is your next visit he ask's... In AUGUST.. Oh, that is too long let's make a visit for Diagnosis on 7-7-2016.. Great, I think...Finally some results..

4th Visit... Rescheduled an hour later than told on 3rd visit..... Sat in Waiting room 1 hour 10 minutes after my appt time, brought to Doctors office.... NURSE.asks... "What are you doing here, we just saw you on the 18th of June?"... I REPLY..I am here for my diagnosis.. The doctor made this appt for me... I then read 3 magazines cover to cover and waited 45 more minutes...

The Doctor comes into the room, and does NOT even know my Name.. We shake hands and he says what can we do for you today? I was shocked.. and replied..."I am here for my diagnosis."

He smiled and snickered... A diagnosis? Have WE completed all the tests? I said, YES..

Then he ask's "Have you had the M.R.I ?"

That is when I went ballistic.. who is the doctor here? I explained all the troubles I had with getting the M.R.I. (See Above), that It was like a ZOO around here at core...

YOU GET MY DRIFT.... I can't type anymore... Just Run as fast as you can away from this mess..You deserve better.

MY LIFE PARTNER HAD DOUBLE HIP RELACEMENT WITH DR [redacted] BETWEEN 2011 AND 2012. SHE TRIED TO SEE HIM ABOUT PAINS AND COMPLAINTS HIS PA AND ASSISTANT KEPT GIVING HER PILLS FOR PAIN, SHE EVENTUALLY LOST HER KIDNEY AND LIVER FUNCTIONS,AND SHE DIED APRIL 6TH 2014. [redacted] NEVER SAW HER AND HIS AIDS LOST HER APPOINTMENTS 3 DIFFERENT TIMES AND INSISTED SHE SHOULD USE ASPIRIN OR EQUIVALENT, WHEN HER BODY WAS SCANNED AT BANNER, THE DOCOTR SAID HER RIGHT HIP WAS A MESS AND COULD NOT MAKE OUT THE MUSCLE MASS, "THANK YOU [redacted]", YOU GAVE MY LOVE A LIFE FILLED WITH PAIN.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] Core Institute called me on 9/1/15 relaying the same information in their response to you.  Core Institute's "[redacted]" called, identified herself as my "advocate" and said my refund would be promptly processed.  As of 9/8/15 I have NOT received a refund.  "[redacted]" told me to call her if I did not receive a refund by 9/11/15.

I can never get my doctors assistant to call me back regarding my pain issues. I have left so many messages over the past years and never once did she forward it to my doctor. Also they have on numerous occasions stated that my insurance did not approve my procedure when in fact they did not send in the request. So meanwhile I cannot get help with pain control. I have had to go to the er and urgent care to help, personally I think this is uncalled for when my doctor could get me on something more appropriate for my pain levels. Is this just the assistant or is this the cores way of avoiding their patients?

Dear   Thank you for notifying The CORE Institute of a consumer’s concern.  We work hard to exceed the expectations of those people in the community who rely on us for their health care needs and we take seriously any indication that we do not meet or...

exceed those expectations. We take great pride in or patients and have a dedicated Patient Advocate patients are free to contact.  The Patient Advocate receives and communicates feedback from our patients. The physicians, administrators and other clinical personnel who staff our Quality Assurance Program thoroughly review this feedback.  We use all of our patient’s feedback as a learning opportunity; it is the basis upon which we continuously improve.We have received your request for response regarding complaint ID#[redacted]. However, in accordance with our policies and procedures, we resolve patient matters directly with our patients. The CORE Institute complies with industry regulations, insurance and government payor policies, as well as our own corporate policies to protect patient information.  Consumers are welcome to contact our Patient Advocate regarding their concerns at [redacted].Again, we thank you for notifying The CORE Institute of a consumer’s concern.

Thank you for notifying The CORE Institute of a consumer’s concern. We work hard to exceed the expectations of those people in the community who rely on us for their health care needs and we take seriously any indication that we do not meet or exceed those expectations.We take great pride in...

our patients and have a dedicated Patient Advocate that is available to our patients. The Patient Advocate receives and communicates feedback from our patients. The physicians, administrators, and other clinical personnel who staff our Quality Assurance Program thoroughly review this feedback. We use all of our patient’s feedback as a learning opportunity; it is the basis upon which we continuously improve.We have received your request for response regarding complaint ID# [redacted]. However, in accordance with our policies and procedures, we resolve patient matters directly with our patients. The CORE Institute complies with industry regulations, insurance and government payor policies, as well as our own corporate policies to protect patient information. Consumers are welcome to contact our Patient Advocate at ###-###-#### regarding their concerns.Again, we thank you for notifying The CORE Institute of a consumer’s concern.Sincerely, [redacted]Director, Quality Assurance

Thank you for notifying The CORE Institute of a consumer’s concern. We work hard to exceed the

expectations of those people in the community who rely on us for their health care needs and we take

seriously any indication that we do not meet or exceed those expectations.

We take great pride in our...

patients and have a dedicated Patient Advocate that is available to our patients.

The Patient Advocate receives and communicates feedback from our patients. The physicians,

administrators, and other clinical personnel who staff our Quality Assurance Program thoroughly review

this feedback. We use all of our patient’s feedback as a learning opportunity; it is the basis upon which we

continuously improve.

We have received your request for response regarding complaint ID# [redacted]. However, in accordance

with our policies and procedures, we resolve patient matters directly with our patients. The CORE Institute

complies with industry regulations, insurance and government payor policies, as well as our own corporate

policies to protect patient information. Consumers are welcome to contact our Patient Advocate at

###-###-#### regarding their concerns.

Again, we thank you for notifying The CORE Institute of a consumer’s concern.

The doctor was great. My surgery went well. From that point it was a nightmare. They gave me the same dose of pain meds that I was on BEFORE the surgery. They did nothing. I called the day after I got home to tell them the pain was unbearable and was told the on call pain Dr would call me back within 30 minutes. Nobody ever called. I had to get some from my primary so I wouldn't go into opiate withdrawal. Finally, 6 days later they tell me they have a script ready for me to start tapering off the medication. I am in my car to go pick it up and when calling to confirm what office the script was at, they told me it still wasn't ready. They then told me an advocate would be calling me within 24 hrs. Do they not understand how withdrawal works!? Due to their incompetent office staff, I will never set foot in one of their offices again. My primary care doctor's office even tried to call and never got called back. I probably spent a combined 2 hrs on hold. They are a joke. This is gross negligence and horrible patient care.

Please find our response attached.  If you have any questions please let me know.  [redacted]

Both my husband and me went to the new Core Institute here at the [redacted] in Arizona. We were very pleased with Dr. Gene P[redacted] and would have gone back for more followup, but the clinic after only six months after opening is moving out! I couldn't understand why a newly-built clinic would close after only six months? Now, I think I have a clear idea why. In July of 2016, I made my fourth visit to the clinic and paid a co-pay with a personal check as I always did at the front desk. My check was put through an electronic transfer system. I received a receipt of payment. A few weeks later, I received a phone call from The Core Institute Billing Department asking me to pay a second time over the phone using credit card, because, I was told, they had a system problem with all the electronic check payments and my check was denied by the bank--they said they didn't get my $25 co-pay. I did not pay them over the phone assuming this might be a scam, and I asked them to bill me instead. (They did not offer any written proof that they did not receive my money). Low and behold, my bank statement shows that they debited my checking account and indeed received my $25. Core asked me to send them proof that I paid by sending them my bank statement! I did not. Instead I called my bank and my bank composed a letter to them stating that my checking account shows a debit made to Core Institute for $25 on 7/06/2016. I mailed them the letter from my bank, a copy of my receipt, and all supporting documents showing I paid--including that I had sufficient funds in my account. It is now August 22, 2016 and there has been no resolution to this issue. I contacted Medicare with this problem and they told me to call my insurance company. Did that. On a three-way conversation between my insurance company, Core Institute and myself we discussed this problem. Andrea at The Core Billing Department confirmed that the issue was not my fault, but it was an error on their billing system. My insurance company asked why they would not credit my account knowing it was their fault. All Andrea said is that I have to send them a confirmation that my $25 co-payment was debited and sent to them. I DID THAT! It has now been a month and a half and when I call the Core Billing Department Andrea still tells me they haven't received my information I mailed to them. However, wait! This is just an example of a problem I'm having, but my husband had a different billing problem with Core. He had only one appointment with them a few weeks ago. His only appointment. He paid a $35 co-pay from his insurance at the front desk when he arrived for his appointment. Later, when he reviewed his bank statement it showed that Core Institute debited his account for the $35 and then three days later they debited his account a second time for another $35 without his knowledge and thus doubled billed him!! I truly believe the reason why we lost our beautiful Core Institute is because of faulty and sloppy billing practices in the Core Institute Billing Department. Maybe the doctors thought that their patients were bouncing checks and that just isn't the case here. Green Valley residents are responsible people. I would suggest that there be an internal and external investigation into The Core Institute's billing practices and company. It seems that they are illegally over-charging Medicare patients and others. this is a federal offense and should be looked into.

My husband has been going to The Core Institute in Southfield, Michigan for a severely broken arm. They have taken wonderful care of him.Keep in mind this is a National Chain. The complaints listed in the Negative reviews though valid represent complaints in the entire United States. Our experience has been a positive one and I recommend them without hesitation. The one we go to in Michigan. Each office needs to be looked at individually. At this one my husband has had two casts and a soft cast and is now in physical therapy 3 days a week for the next 6 weeks. The doctor we used saved him from having surgery with plates and screws. Things are going really well. Everyone there has been great to work with.

The CORE Institute did not make any attempt to resolve this matter after I mailed several letters to the CEO. They over-charged me $267.70 for an office visit, that I had previously canceled. Dr. John B[redacted] of the CORE Institute should be rated "F."