Complaints

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  As a small mental health therapy private practice owner I contracted with Gentem under Simple Practice in October 2023 to help takeover the billing aspect of my work. It took many weeks to complete the onboarding process and then things went smoothly for a few weeks. Around end of December 2023/January 2024 things started to go downhill. It became increasingly difficult to reach anyone from the team and when claims continued to get rejected, I was unable to troubleshoot with anyone. I am still in the process of trying to get them to support me in resolving things but have seen multiple reviews indicating this has been an issue for others like me.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We are a small outpatient psychiatric medical practice. In May of 2022 we agreed to switch our billing operations to a new contractor, Gentem .Gentem promised to work our old A/R for a cost of 9% off the top, and promised to bill us 6% monthly off our gross (the latter cost is fairly standard). They have not been working the old accounts receivable; thus 90 + days may go by before a customer is asked to pay / contacted (they were contacted my me, business owner, b/c accounts were not being collected. They promised to have hands on every account monthly. Relationship with this billing company has been a nightmare. Previously had other billers, always lasted at least a year.... this time it is so bad that within the first 90 days, we want out of the contract.The company is sending our bills out, but the accountability on reconciling the old accounts receivable has not happened; over $20K right now in old A/R over 90 days. Patients receiving bills from 2 different systems (confusing/means they don't pay their bills) despite assuring us for several months that all the old accounts receivable would be brought together, this has not happened. The ****** assigned to us went on maternity leave within the first 8 weeks; we were subjected to rotating cast of characters, sometimes having to copy 6 to 8 people on the emails to try to get an answer to a simple question. Unbeknownst to us, unlike every other billing company, Gentem was not willing to talk to our customers about their bills-they wanted to charge us another $300 a month to talk to the patients about the bills (a service which is standard with all other billing companies and never parceled out separately, so we just did not understand that this is the way they operated). what was supposed to be a 6% charge ended up being for example, over $1800 charged to us on only approx. $9000 worth of billing.We have participated in multiple meetings trying to resolve things but things have not changed.

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