Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  BETTER DOCTORS IS DATA FISHING HEALTH PROVIDERS TO UPDATE THEIR BUSINESS INFORMATION, THREATENING THAT NON-COMPLIANT PROVIDERS WILL HAVE CONTRACTS TERMINATED BY INSURANCE COMPANIES

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Third party company that continuously calls and demands business information. When told that we do not want to participate and the representative jumps into a high-pressure demand for the information, and remarks that this is not optional.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We continuously receive calls, faxes, and emails from this company. We have asked NUMEROUS times to stop contacting us. They are trying to get our information and are not affiliated with ANYONE we do business with. I have attached the most recent fax sent from their company to share our office details with them. each time I call it goes to a generic message asking to leave a message. I have left several with no avail.

  Customer response

  12/27/2023

  complaint ID ********
  
  ****************************** <******************************>
  Thu, Dec 21, 1:47 PM (6 days ago)
  to me
  
  Hello,
  
  
  I wanted to let you know the complaint I filed should actually go to a different business.
  
   
  Please send the complaint to Better Doctor *** located at 
  
   
  
  ***********************************************************************************
  **************
  
   
  Thank you
  
  
  *****
  
  **************************************************
  
  ******************************************
  
  ******, **  95603
  
  ************

  Business response

  01/02/2024

  *****,
  
  Thank you for sharing your concerns with us. We are not trying to contact you to sell anything. VersantHealth has contracted with Quest Analytics Better Doctor to verify your practice information. This is to ensure their provider directory remains up-to-date and compliant with federal regulations.
  
  I have added your practice to our Do Not Contact list for the time-being, but please be aware that this puts your practice at risk of being suppressed from the VersantHealth provider directory for failure to verify your practice information.
  
  I will also reach out to our internal teams so that they may coordinate having a VersantHealth representative reach out to you to address any other concerns.
  
  Sincerely,
  
  *****************
  Call Center Operations Manager

  Customer response

  01/03/2024

   
  Complaint: 21023545
  
  I am rejecting this response because:

  I noticed you have ** on the "Do Not Contact List"  for the time being. I want to be on the "Do Not Contact List" without a time limit. If there is anything we wish to modify about our practice, it will be sent directly to the insurance company, not to you or any other company like yourself. You harass companies with calls, emails, and faxes. Please remove our office from any and ALL correspondence now and going forward. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company states via solicitation EMAIL, FAXES and PHONE CALLS to our offices that they work for ********** BLUE SHEILD of **************. HOWEVER, they are only a 3rd party data verification group. We use another resource and have no reason to switch our affiliation however Better Doctor continues to harass our office through solicitation and threatening faxes, phone calls and emails by stating that our follow-up and communication with them is URGENT and MANDATORY when in all reality is it not. This is in-turn causing stress to our staff and unnecessary time spent on the matter.

  Business response

  10/20/2023

  ****,

  Thank you for sharing your concerns with us. We are actually not soliciting in any fashion. Blue Cross and Blue Shield of North Carolina (**** NC) has contracted with Quest Analytics Better Doctor to verify your practice information. This is to ensure their provider directory remains up-to-date and compliant with federal regulations.

   **** NC has provided several updates within their provider newsletter explaining how they work with BetterDoctor. Here is a link to one update for your reference, in which they state, "Currently, Blue Cross NC individual providers can ONLY submit directory attestations through Quest Analytics BetterDoctor."

   **********************************************************************************************************************************

  I have added your practice to our "Do Not Contact" list for the time-being, but please be aware that this puts your practice at risk of being removed from the **** NC provider directory for failure to verify your practice information. (This is why we use urgent language in our email, fax, and phone communications.)

  I will also be reaching out to our internal teams so that they may coordinate having a **** NC representative reach out to you to address any other concerns.

  Sincerely,

  *****************

  Call Center Operations Manager

  Customer response

  10/20/2023

   
  Complaint: 20756159
  
  I am rejecting this response because: Your group's messaging via fax contains invalid contact information for the company via QR/passcodes and errors QR code links which raise suspicion of validity of your claim(s) intern leading our staff to believe this is merely a phishing scheme.

  **I do appreciate the link provided from BCBSNC which was not provided in any other legible communication to our office previously.**

  **I did not request to be placed on a do not contact list.**

  I will be reaching out to our BCBSNC provider liaison regarding the matter and the fact that they did not reach out to us directly regarding these requirement(s)/change in requirements. I will discuss with them how your group is not managing communication effectively other than through "spam-like" fax messages containing errors (invalid QR code/passcode(s)) and with representatives that our staff has significant difficulties understanding over the telephone given the importance of the verification noted in your response/BCBSNC link.  Referencing means of invalid codes/links of verification above, this has been reported to your group via email and phone previously. Given that the verification is federally mandated per the BCBSNC memo, the communication you provide should be legible and/or able to be understood audibly.

  In Summary: I understand the process is indeed important AND I also believe communication(s) regarding the matter should be clear and delivered in a manner where ownership/management is required to sign/acknowledge delivery receipt if mandated by the insurance carrier with which we are contracted. Suspicions of data phishing scheme arise when communication comes from an unknown/previously uninvolved third party especially when you are asking for employee/employment data without our prior knowledge of need for this response from the group that we worked with directly in the first place.

  I am willing to speak further with your group on the matter. Please have someone from your team contact me via email or phone on Monday October 23, 2023 to move forward with the process.

   

  Business response

  10/25/2023

  ****,

  Our outreach team located the two most recent faxes that we sent to your fax number **************. I'm attaching both faxes as PDFs.

  We are taking your feedback very seriously; however, we don't see any invalid links or QR codes on our faxes.

  Can you please provide copies of what you're referring to so that we may investigate further and rectify the situation?

  Kindest regards,

  ******

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to the complaint. I have communicated with the insurance carrier and insurance carrier informed me that BetterDoctor would be instructed to reach out to our office regarding errors on faxes/errors with codes. We are awaiting communication from BetterDoctor directly via email or phone to continue process with their group. Contact information was provided in the initial communication as well as the communication with the insurance carrier. 
  
  Thank you,
  *********************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a therapist I am required to register with this company. They have been sending faxes multiple times a week in the early morning hours, between 6 am and 7 am to my fax machine used for work. They have been sending faxes for multiple people to my fax machine that is used for my business but located in my home, sometimes waking me up and waking up other family members. I thought that these communications were required to be conducted during business hours. There is no way to contact this company to correct their listing of who uses my fax machine (which is only me). I have to deal with updating this registration quarterly. The deadline is 06-30-2023. I ran a report off my fax machine and found their fax number to be **************. I have now turned my fax machine off. This is harassment.

  Business response

  06/29/2023

  Dr. *************************,

  Our faxes include the email and phone number for contacting the BetterDoctor Support Team. This information is located at the bottom of every fax we send out. I'm attaching a copy of a fax we recently sent to you as an example. Please understand that we are contracted by ********** Blue Shield ************** to reach out to you for data verification in order to keep their provider directories up to date.

  I checked our internal logs and did not see that you have called or emailed us to share your concerns regarding the timing or frequency of receiving the faxes. However, I went ahead and added you to our "do not contact" list so that you will no longer receive anymore faxes from us.

  Regards,

  ******

  BetterDoctor Provider Operations

  Customer response

  07/06/2023

   
  Complaint: 20219873
  
  I am rejecting this response because: the referenced website has no way to dispute or complain about their process and they did not address the early morning hours of all the faxes coming into my fax machine
  
  Sincerely,
  
  ********************************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Another week has gone by no resolution this is unacceptable. Better Doctor submitted information to CareSource that has caused ** to not get paid for our services.Providers need to be aware that if you verify with Better Doctor it may cause a lot of issues because this company do not try to follow up with the correct information This is a terrible way to treat providers that are trying to make a difference . I was treated so coldly when I called Better Doctor I will never verify anything with this company I am still waiting to hear that the problem has been resolved. Zero payments caused by Better Doctor

  Business response

  05/12/2023

  *********,
  Thank you for sharing your concerns with **. As explained in our previous reply to you, we are still checking with CareSource regarding your provider status to determine  what happened. Our initial findings are that the validation you completed with BetterDoctor did not cause the issue. CareSource has also informed ** that you continue to appear active in their system. We are continuing to investigate and will let you know what we're able to find.
  ******
  Call Center Operations Manager

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 17, 2023, I received a misleading email from Better Doctor making me believe it was from Care Source, but it was from them asking me to verify my information. I did, on April 18, 2023 Care Source changed my provider status. Better Doctor have submitted the wrong information that has caused me to not be able to see my clients. I tried to talk to Better Doctor but the young lady was so nonchalant... I could have been talking to the air.

  Business response

  05/04/2023

  *********,
  Thank you for sharing your concerns with **. We have been in touch with CareSource regarding your provider status. Were still determining what happened. Our initial findings are that the validation you completed on 4/17 did not cause the issue. CareSource has also informed ** that you continue to appear active in their system. We will investigate further and let you know what we're able to find.

  ******

  Call Center Operations Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩