Urology Austin

"Very frustrating dealing with this office and billing department. There was an issue with my account and they were unable to use my HSA card or any credit card for payment, they were not able to remedy this. I’ve never tried so hard to pay a bill. They then overcharged me, instead of waiting for insurance to tell them what I would owe. When I noticed insurance had covered most of what I was charged I called for a refund, of which they said would take up to 6 weeks and wouldn’t have happened at all unless I called. No issues with the doctor, however the rest of the office seems so disorganized I’d never consider scheduling an elective procedure with them. I spent over an hour on the phone with billing and eventually had to make a separate trip to that office for a 5-10 minute consultation appointment. Very frustrating experience. “Healthcare” at its finest…"

"why is it so hard to get a follow conversation with a nurse or doctor? I've spent a week trying to coordinate a call back or any sort of response since symptoms have not gotten better."

"Be aware that Urology Austin is owned by a private equity firm and that this constrains what tests the providers can order because the focus is, at the end of the day, on making money. It took them (main provider Melody Denson) 7 months and 3-4 surgeries to realize that my mom has cancer. During this time, my mom has been self-cathing daily in order to pee, has had numerous trips to the ER and had a kidney start to fail. This is a woman who two months before was hiking all day in Columbia for several weeks.... When she ended up in the ER, it was impossible to get through to anyone at Urology Austin to let them know what was going on and get direction on how to proceed. And on one of the surgeries Dr. Denson realized AFTER my mom was anesthetized she couldn't actually perform, but guess what... they were able to bill Medicare for it. 7 MONTHS because they were focused on addressing physical symptoms rather than trying to figure out the underlying cause. By that time, said cancer had metastasized."

"The single worst phone system and customer service of any business I have had to call in my entire life. That is not hyperbole. I would rather try to get ahold of the cable guy 100x over before this office. You can stay on hold the entire day if you want, or request a callback, or call at any time during business hours and they will not answer the phone. They promised a new system two months ago as a response to others with the same issue, and have done nothing. It is clear that they simply do not care, and any response given is total lip service. Absolutely unacceptable."

"I give 5-stars to Dr. Melody Denson. I did some check-ups with her, and she is amazing. The reason why I gave 3-stars is because of communication with a billing department. Usually, I pay my bills right away when I get them. So I received a bill in June, and I paid it. Then I received the same bill for the 2nd time, and I reached out to the clinic and asked: "Do I owe anything?" I was told: "No, this bill is paid. Please disregard it. " Several days ago, I received a letter from a debt collector for the same amount of money. So I emailed again to the clinic's billing department, and I was told, "Oh yes, there is another bill that you need to pay," which I never received by mail. So, it would be nice if the clinic reaches out to their patients by email, phone, or patient portal about unpaid bills before the decision to send it to a debt collector. Sometimes mistakes happen, and letters do not come by mail or get lost, etc. In our case, we were changing addresses, and maybe the bill was sent to an old address. Additionally, it would be great if you could send the bills through the patient portal as well, not only by mail."