Complaints

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing because I have been having issues with a claim error on services rendered 11/5/2023 for my son Easton). We received a bill for a telehealth visit on 11/5/2023.I was confused about the bill because regardless of Telehealth or in-person, Carbon health falls under the umbrella of insurance coverage. I called Blue Shield AND Carbon Health only to find out that the provider ******************************* was billed under an incorrect practice address. Instead of using her Carbon Health address (which is what should have been done), she was billed under another practice that we works out of in ******************* (I believe it was *******).I was given the correct add. This is the address of her Carbon Health location which would put us under our insurance coverage. Although it was a telehealth visit, you cannot bill a provider under a different practice than the one she was working through at the time of service, it makes no sense. It is actually comparable to insurance fraud.I called on 11/28/23, gave all the notes and when I decided to call today, 1/24/24, to follow-up, no one had any idea what I was talking about. So I had to review EVERYTHING with the agent and she let me know she had to contact my insurance company TOMORROW and get back to me. I have also now called my insurance company and gotten them involved and they are the ones who let me know the claim was processed incorrectly. In an effort to give Carbon Health one more chance to remedy this situation and amend the clerical issues in the billing process, I am writing this e-mail. I did my part and made sure Carbon Health was within my network, as I have used you guys plenty of times. Also, I am aware that under Assembly Bill 72, I am protected and when I go to in-network facilities, like Carbon Health, and see a provider. I cannot be billed for an OUT OF SERVICE provider in an IN NETWORK facility. These surprise bills are not acceptable for this reason alone. Today 1/28/24 I got charged $555.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been using Carbon Health since August of 2022. My issues started in August of *************************************** for 2 visits:-January 31st: They originally charged me *****. My credit card was on file and they took the money in August. As of November 1st, they are charging an additional 176 dollars for that same visit. -March 31st: They charged ****** dollars to my credit card without notice in August. These charges are occurring months after I was told my copay was sufficient and that they accepted my insurance. They have accepted my insurance on other occasions. I called Blue Shield and spoke with two different representatives who told me that I was correct to believe that the insurance should have covered both visits and that they problem was that Carbon Health either filed no claim or that they filed the claim incorrectly. According to the Blue Shield representative: -January 31, 2023: ************ was added to process the claim even though my insurance card was on file with Carbon Health. If the insurance card had been added, the claim would be covered. -March 31, 2023: The error on the claim was that Carbon Health filing the claim listing the *** as the provider instead of the Doctor. Once they corrected that, the claim should have gone through. I sent an email (attached here) that denoted these details to Carbon Health and they havent fixed them since August. I am afraid that they will continue to unfairly charge me retroactively for other visits.Ive already paid 314 dollars in unfair charges for these visits. I have attached consumer Yelp Reviews showing how various consumers faced the same billing issues. They also make it difficult to contact them and get back to you in 3-6 weeks on email. No phone line. As you can see here on their Billing Support Page: ****************************************************************. I need both of these bills refunded since this business was deceptive and carelessly managed my claims.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received services at Carbon Health *********** on 7/31/2023. After taking my copay, I was told that my credit card would be kept on file for future billing purposes, but NOT used unless I have been billed and give permission to charge card for services that *** not be covered from the visit. On 8/29/2023, WITHOUT receiving an itemized bill ahead of time, an unauthorized charge of $485 appeared on my credit card statement. After calling the urgent care to dispute this charge without receiving a bill prior, they hung up on me. I then reached out to my ppo insurance representative, she was able to send me an EOB and Proof of payment from my insurance company. Turns out, not only did they charge my credit card without my authorization, they continuously hung up on both me and my representative, AND they received more than double payment because they charged my card more than they billed my actual insurance. We have paper trails of emails to the message board to customer service, but have not received any assistance or response on the matter. As far as Im concerned this is more than just insurance fraud. Im concerned for future patients vulnerable enough to be taken advantage of as I have.

*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. ↩