Complaints

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've contacted their billing company literally every two months for the past year regarding bills for my daughter's visits in 2019. They filed the wrong primary insurance as she has two different insurance plans because of having one through her dad and stepdad. I finally had to call her dad's insurance(should have been the primary but was filed as secondary) for then to tell me that the company to submit a form stating they filed incorrectly. They did this for the one bill I received. Yesterday I got notice from a collection agency for 3 other bills I'd never seen. They had 5 different account numbers for my daughter, none were linked so they've messed up the insurance on all of them, and they'd been sending the bill to my old address. I'm so frustrated, I've been dealing with this for months. Why was this not all linked, why weren't all claims resubmitted for my daughter at the same time, why did they make so many accounts? Every single time I contact them they say they'll fix it and I'm still dealing with this nightmare from 2019. Please help

  Customer response

  09/23/2022

  ***Document Attached***
  Though the business has not responded to you, they have attempted to reach out to me. Despite the fact that this is an issue with their billing department, they are still attempting to make me pay for their mistake
  See Attachment/File: Screenshot_20220923-170337

  Customer response

  09/27/2022

  I have since reached out twice to this business stating that I would like a phone number to speak to the director of billing who reached out to me with no response.

  Business response

  09/29/2022

  We have reached out to the patients parent. We have pulled the accounts from collections and placed the account on insurance hold. We are filing an appeal again to the primary guarantors insurance.
  I want to be state that the primary insurance we were given at time of service paid the claims and then that same insurance requested a refund. At this point we rebilled the patient, sending multiple statements indicating the claim was not satisfied, and to reach out to the insurance carrier.

  Customer response

  09/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Every single statement I received (several I never received, as according to the collection agency I was turned in to by this business told me that two of the visits statements were sent to an out of date address and the other was sent to my current address) resulted in contacting the billing company and giving them the insurance information they're claiming to have lacked. Every single time I did this I was told they refile the claim and that I'd need to wait for a response. They never stated denials were due to untimely filing. Also, I've not been told when the secondary insurance asked for a refund. If this was after the limitations of timely filing, how could I have known? I was never contacted by this business directly for the missing information. They've not acted in good faith in letting me know that changes needed to be made in order to ensure this hadn't happened. I'm also still completely perplexed why my daughter had a minimum of 4 different accounts associated with this urgent care so none of them were linked. This has led to nothing but utter confusion and astonishment. If my phone number was on file (surely it must have been, surely that's on a form I've filled out), I was never and STILL have never gotten a phone call regarding the account.

  Customer response

  10/11/2022

  Have not heard back from the business since their last and only response on here. Am posting again as I do not want this complaint to be closed until the business satisfactorily has resolved the error in billing

  Business response

  10/25/2022

  I completely understand the frustration involved with this situation and apologize for the unintentional issues this has caused.  I have communicated through email to try and get this situation corrected with Ms. Laffitte, our billing partner and the insurance payer.  The accounts have been pulled from collections and placed on hold.  We are waiting on insurance to respond to the appeal to refile. This unfortunately is a timely process and not one that we have control over.  We have to wait.  Although we take complete responsibility, I want to express that some of this was not at the fault of either side.  We are doing our best to resolve the situation and hope for an outcome that is fair to the patient and the business.    

  Customer response

  10/27/2022

   
  Better Business Bureau:
  As this business states that it takes full responsibility, I'm presuming I'll not be receiving any future bills for their mistake and hope this will not happen to anyone else in the future
  I have reviewed the response made by the business in reference to complaint ID 18220237, and find that this resolution is satisfactory to me as long as there are no future charges on my account. If they know they're at fault, they have financial responsibility. If they attempt to bill me again, I fully plan on reopening this complaint. They cannot assume responsibility but also expect to charge patients who've got full coverage.
  
  Sincerely,
  
  Rachel Laffitte

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Original date of service: 1/21/2022 Went to Crestview Urgent Care to be seen for respiratory issue; flu-like symptoms. Current insurance card was presented. I paid a $35.00 co-pay, which is what it has been since Nov 2020 since becoming a federal employee under BCBS FEPBLUE Basic Option program. Meds that were prescribed were not working, so I went back on 1/25/2022. I was given a new prescription but was not charged by the office due to the fact it was for the same condition; and the attending physician annotated this in the records. On 2/28/2022, I received two bills from their billing company (Phone#: 1-866-396-6469). Account # XXXXXXXXXXXXX charge $196.00, and Account # XXXXXXXXXXXXX for $310.00. I contacted the local Urgent Care immediately to let them know something was wrong. That I was only required to pay a $35.00 co-pay, and that I was not supposed to be charged for the second visit because it was for a prescription upgrade from the initial visit. These accounts are now on a 60 day hold at the billing company before being turned over to collections. I ended up paying the $196.00 after paying my co-pay because the administrative staff had convinced me that's what my insurance was. After further review, they used an old insurance of mine, and not the card that I had presented them. It is in fact only supposed to be a $35.00 co-pay. I have been in to their office 3 times, where on the initial follow-up to fix this, I was given an incorrect e-mail to the person in charge of billing. The head office admin doesn't appear to be concerned at all that they are the ones that made a mistake, but they seem unwilling to fix it. There appears to be no way of getting in touch with this person. This is very disheartening, seeing as I have been a regular customer of theirs since their doors opened. One of the physicians there has administered care to my kids since they were infants, and they are now 13 and 15 respectively.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/03/25) */ Contact Name and Title: Mary Beth Blanchard Contact Phone: 18503988668 Contact Email: mblanchard@mylocalurgentcare.net I received a message from my front desk staff on 3/17/2022. On 3/18/2022 I spoke with my billing company and we refiled the first visit from 1/21 to the correct insurance. We were given the wrong insurance at the time of the visit. We are waiting for the insurance carrier to respond. As of today, 3/25/22, we have not had a response from the insurance carrier. The second visit has been recoded as a follow-up and a refund of $196.00 has been issued to the credit card used for the payment. I have also reached out to Mr. ******* before seeing that the complaint had been filed to the BBB.

*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. ↩