Dr Cindy is a good chiropractor, however, her billing practices are HORRIBLE. Her billing department incorrectly billed my insurance company and I had to spend months and countless hours on the phone with my insurance company and emailing Hornback and her billing department to get the situation rectified. I was not allowed to be seen by any of her chiropractors even though the error was on their part and I was in extreme pain.

My insurance company told me it was not my job to rectify the incorrect billing. And yet the billing department did not take the time to call the provider line for my insurance company or open the thousands of portal messages that had been sent to them regarding patients' billing issues and other matters. My insurance company clarified multiple times that all of the bills had been correctly paid and that ultimately it was not my job to do the billing department's job for them. In the end, my insurance company and I were both correct, as my insurance company had verified multiple times, that my services had indeed been incorrectly billed.

Hornback Chiropractic also appears to be in violation of Florida Statute 501.142 which requires merchants to post a notice in the store or practice regarding their "no returns accepted" policy and Merchandise Return Guidelines. This Florida statute applies to Durable Medical Equipment (such as an ergonomic pillow) which is not classified as a medical device under Florida law.

Ultimately money is the bottom line for this chiropractor and her practice. Hopefully, you will not have the same experience. Just beware and take a look at the reviews from other patients, on this and other platforms, who experienced similar issues regarding incorrect billing and the lack of motivation or cooperation to correct these matters.

Submitted April 8, 2024

Dr. Kathy is undoubtedly a skilled chiropractor; however, the office's insurance and payment policies may leave you feeling like you're in a concentration camp. Most, if not all, of the office staff are inexperienced and lacking in education. The office policy mandates that a junior-level staff member review your insurance coverage with you every time you visit, aiming to ensure clarity on payment obligations. It's evident that past issues with patient non-payment have led to this stringent protocol.

Today, during my visit, I left the office frustrated when an inexperienced staff member informed me that my insurance was considered secondary, despite having visited Dr. Kathy three times before without this being mentioned. This oversight wasted an hour of my time, which is invaluable, and left me feeling dissatisfied.

It's disappointing that I wasn't informed of this prior to my appointment, as it's crucial information. The emphasis on financial matters before treatment feels overly intrusive and impersonal, detracting from the patient-doctor relationship and the primary goal of getting better.

While I understand the challenges of finding qualified staff in 2024, I urge Dr. Hornback and Associates to invest more in hiring and retaining skilled front-office staff. Doing so would undoubtedly enhance patient satisfaction and retention.

For those seeking chiropractic care, I recommend exploring other offices.

Submitted March 29, 2024