Billing Services
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am presently 84 years old and I oversaw all medical and financial arrangements for my late husband who was admitted to a long-term care nursing facility in September 2022. Starting in April or May 2023, I made over 10 calls to APS Medical Billing Solutions to redirect to MassHealth a $149 ******************* charge I paid in error and obtain a refund. The charge was for a 1/26/23 DOS for my husband, ***** ******* (APS Account *******************, who was MassHealth Pending at the time of service. I paid this bill in error because of a misunderstanding. My husband's application for ******************* benefits was approved 4/18/23 with coverage retroactive to 12/1/22. The first time I called I provided all necessary information for APS to submit this $149 charge to ********** for payment and in turn issue me a refund. However, during each subsequent follow-up call I kept getting the runaround. My prior calls were not acknowledged except for the very last call. The status of my refund request was always unknown and each agent I spoke with suggested that a new refund request be submitted to the department within APS that handles such requests. Accordingly, each time I called I had to re-explain the circumstances and re-provide my husband's ******************* ID. No one ever got back to me regarding my request and the one time I asked to speak to a supervisor (in July 2023 I think) I was told that a supervisor was not available. APS still owes me a $149 refund.
Business response
12/16/2024
Account was reviewed and a refund will be sent to the patient in the amount of $149.73 information has been sent to our crediting manager the refund will take 3-4 weeks.Customer response
12/20/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******** *******Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
APS billing / North ************************ made an error in claims they submitted to my insurance company, failed to re-submit the bill correctly and instead converted the bill to patient responsibility and billed me in full. I attempted to reach them for over 48 hours and was on hold every time I called, once for over 65 minutes. I contacted the third party who engaged them who did not return my calls until the next day. I confirmed with the third party hospital as well as with my insurance that they coding error was by APS and I should never have been billed. I have asked them to explain the process of converting an unpaid bill to patient balance and was told it was "system generated" and that people who supervise the billing "do not return calls" and **** the representative who I spoke to at APS, said he was not allowed to give a name or have anyone at APS contact me. I will not pay the bill, nor do I owe the bill. APS is either committing negligence or fraud and I want to document it and see APS be accountable.Business response
08/06/2024
Claim was billed to the patient in error on 6/7/24 claim was corrected and removed from patient responsibility patient has a zero balance.Customer response
08/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************************* has actively tried to shut down my complaint and minimize their error. Under Massachusetts regulations, unfair and deceptive acts or practices in consumer transactions, including those by medical providers, are unlawful. It is as if they went to pick pocket me, were unable to get my wallet, and now wonder what I am complaining about because they did not get away with it. It may be that the BBB cannot take this further, but other patients may be victims of this practice of "errors." I will notify the Mass. Division of Insurance instead. APS, ***********************, sent me an email that was encrypted so that I could open it but not read it. I emailed **************** back to show that I could not read their email and they have not responded. I hope that my complaint begins a paper trail of documentation of unfair and negligent billing practices.
If a medical provider makes a coding error and a claim is denied, it is generally considered best practice for the provider to correct the error and resubmit the claim to the insurance company rather than billing the patient directly. Billing the patient for a denied claim due to a coding error could potentially be considered an unfair billing practice, but it would not necessarily be a direct violation of the No Surprises Act.
I hope that APS recognizes that they need to adjust their procedures.
Regards,
******
Business response
08/07/2024
Please be advised that patients insurance paid the claim but retracted payments the electronic remit unfortunately reversed the payment and billed the patient in error. We made the correction and rebilled insurance we have made an adjustment to the patients account to reflect a zero balance so patient is not billed in error again.Initial Complaint
07/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They are claiming I owe them $46.00 for an xray at the ***********************. I had Xrays done in March and they were paid for by my insurance company. The Veterans of Adminsistration. I don't think I had any XRays on April 17th. I have heard bad things about APS, I don't trust them!!!!!!*****************Business response
07/17/2024
Unable to locate account for ******************** specified. Customer filed complaint under the wrong company. No further action needed.Business response
07/22/2024
Please be advised that service was rendered to this patient on 4/17/24 see attached radiology report. Patient was billed because Radiologists in ****** sent patient as self-pay patient contacted APS on 7/17/24 we updated patients account to insurance and contacted the VA ************** for the authorization for service rendered. Patient is no longer receiving a bill.
If additional information is needed, please contact me.
Best Regards,
Initial Complaint
03/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a bill for $147.00 from APS Medical Billing Solutions - University Pathologists, LLC dated 11-20-23. It was for pathology services rendered on 11-1-2023 which was the date I had a colonoscopy. I paid it immediately with my debit card. Then I realized that they had the wrong insurance on file for me. I called them right away to correct it and was told that they would resubmit it to my insurance company for payment. They told me that once my insurance company paid it that they would reimburse my $147. I know that my insurance company has paid this amount because I went on their site and saw that it was paid. I was told by APS that a check had been processed for $147 on January 12, 2024 and that I needed to allow 45 to 60 days to receive it. It is now March 21 which is well past 60 days and I have yet to receive a check. I have called multiple times and have received no satisfaction. I would like to be reimbursed for the money that I paid them. I wish that I had realized they had the wrong insurance listed for me before I did pay them. I am wondering now if this is all a scam. Every single review that I have read in regard to this company says that they are absolutely horrible and in many reviews, people wonder if this company is a scam.Business response
03/22/2024
No account found. Customer filed a complaint against the wrong company. She was contacted and informed.Business response
03/22/2024
As I explained to this person on the phone we only handle companies in ******* and there is another aps billing located somewhere else. She refused to believe me. She can complain all she wants but complain to the correct company.Customer response
03/22/2024
I do not know if you are going to be able to see the photo that I am sending you of the billing statement I received. Therefore, I am going to give you the information located on the bill. The name of the company is APS Medical Billing Solutions and their address is as follows:
University Pathologists,LLC, Billing Office, PO Box ******, *******, ** **********
Their phone number is as follows: *********** and my account number is **********.
The woman that I spoke with on the phone last evening, said that there is another Medical Billing Solutions company. She was very unpleasant with me. I hope with this information you are able to contact this company. Thank you.
Business response
03/29/2024
refunds need to be approved by the ********************************* *** we sent them notification for the refund in January we reached out yesterday and today APS received approval to process the refund. Check will be sent in approx. 2 weeks. For additional questions please reach out to ************************* at ******************************
Customer response
04/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
11/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We received a bill on 10/25/23 for a service that was provided on 9/2/21. I called to ask why we were being billed over 2 years later. The company said, we just got the insurance adjustment. I called our insurance and said why did you do the insurance adjustment 2 years later. After some research they said we paid that company on 10/13/21, one month after the claim date. Our insurance called the company back and said they processed it on time. The company said oh we must have adjusted it. It seems very unfair that we are getting a bill over two years later. I own a small business and we would never be allowed to claim something 2 years later. It is also unfair to us because we are over the time allotted under Federal guidelines to use our flexible spending account funds because the service was September 2021, not in this plan year or last year's plan year.Business response
11/27/2023
PATIENT HAS A ZERO BALANCEInitial Complaint
09/05/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
A **** arrive 4/10/23 for $32 for radiology service. I called aps and questioned this as our health insurance covered the cost and there was no bill from the health ins company or hospital. I even had a member service from insurance company call aps and spoke to them, that nothing is owed there is a zero balance on claim and not sure how aps got involved, Aps said they would review claim. **** came 5/14 I called they said still reviewing. 6/18 another bill. I called aps on 6/29 and asked them for documentation or proof that the insurance company had turned this over to aps. They ignored me and told me that I would need to fax EOB from insurance company showing nothing is owed. This was faxed to them 7/11 showing 0 balance from health insurance company. I asked in the fax again for proof or any documentation from aps showing insurance company actually turned this over to them. Nothing was sent to me from APS but another bill on 8/27. I refuse to pay $32 that is not owed to APS or anyone. They cant provide any documentation to me. They dont respond to messages. They have the explanation of benefits showing nothing owed but still send bills. It needs to resolved. Wonder how many people they do this when nothing is actually owed to them.Business response
09/06/2023
patient account is corrected no additional bills will be sent.Customer response
09/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company has been stringing me a long for 3+ months now. I've received several bills from them starting around March of 2023. In March I spoke to someone at the company on the phone because the bill they sent me had a total due which was almost double what I received on my Statement of Benefits from my insurance company. I was informed that this was because they did not have insurance on file for me so I updated that information and received a corrected bill, that **** was paid in full April of 2023, since then I've consistently been receiving bills from this company for the same procedure on the same date at the same location which I've already paid for. I've spoken to the company directly multiple times, mailed them multiple times, spoken to SouthCoast billing, my Doctor's ****** directly, etc. I've been informed by SouthCoast billing that I do not have any outstanding balance, but APS keeps sending me bills for seemingly random amounts of money. I have not been to or seen a doctor since the first bill which was paid so it's impossible that I have incurred any additional medical charges Transaction Reference Number: ***************** on 04/14/23 in the amount of $171.00 which was the total amount on my bill. My account number with ********************** is **********. I've attached my most recent letter to the company for reference which details the problems I've been having explicitly. It seems like a waste to get a lawyer involved for such a small matter so I'm hoping the BBB can step in and solve this problem for me without me needing to file a lawsuit against this company but that will be my next step.Business response
07/25/2023
Please be advised patient is receiving a bill for $81.00 per explanation of benefits from BCBSMA $81.00 was applied to patient's deductible patient owes this balance please see attached.
Please remove ******************* & *********************** from future emails they are no longer employees with this company.
Thanks,
Customer response
07/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Id love for the business to just take 5 seconds to actually look at the issue at hand without being immediately dismissive. Look at statement #3 in the provided scan since this is the first statement with insurance applied. There are two line items one for $90 and one for $81 totaling $171. I made a payment on April 14th for $171, which should have covered BOTH line items, but Im continually receiving bills for the $81 line item. That line item on EVERY SINGLE BILL has the exact same procedure date and description. How is it possible that my $171 payment for the ***** BALANCE is somehow not enough to cover a bill for $171. It appears that I paid $171 and they ONLY applied payment to the first line item and not the second. If thats the case refund my card immediately for the $81 overage and I will send a certified mail check immediately to guarantee that this doesnt happen again. If the $81 charge is a new charge in addition to the original $171 Id like an explanation as to why I was charged again for the same service and why they reused a line item from a previous procedure and predated the procedure dates to charge me again.
Regards,******
Business response
07/26/2023
PATIENT HAS BEEN CONTACTED AND THE PROBLEM HAS BEEN RESOLVEDInitial Complaint
06/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They have secondary insurance information but are not correctly processing initial then secondary so calling me re: a balance. I have called them back and told them the mistake they are making but it continues. No other medical provider is having this problem only the imaging office using APS Medical Billing.Business response
06/14/2023
After connecting with customer, she realized the complaint was opened in error, as it was meant for another business. No further action needed.Business response
06/14/2023
We are not able to review this account where was service rendered? Who is the provider that sent the bill? What is the service date? Need patients DOB? APS is the name of this billing company not the provider.
Please be advised that *********************** & ******************* are no longer employees at this company please remove from future correspondence.
Initial Complaint
05/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was injured in the line of duty as a firefighter on 2/4. Worker's Compensation covers my injury. However, this company keeps sending me invoices and voicemails demanding payment even though I have called their phone number, ****************, to give them the case number and representative taking care of my account. My Account # is *********Business response
05/19/2023
Please be advised that all services have been corrected and billed to Workers Compensation ****** Insurance with ID number *************.Initial Complaint
12/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 2/2/21, I had a radiology service at **************. I received a bill for $615.00. On 5/24, I paid $615. I found out it was never billed to my insurance. APS, the medical billing "specialists", finally billed the $615 to my insurance on 8/11. The insurance adjustment was $445.02 so I was only responsible for paying $169.98. I subsequently spoke with APS and was asked to fax a copy of the *** to ************, Attn: 154234C043. I have a fax transmission report that confirms the fax was received by APS on 8/19 at 11:41 am. My insurance company also mailed a copy of the *** to APS. I followed up on 10/14 because I had not heard from APS. I spoke with ******* who said they never received the fax sent on 8/19 or the *** that my insurance had mailed. ******* said he would look into the situation and call me back on 10/17 and gave me a Ref#******. ******* never called me back. I called APS again on 12/1 and spoke with ** and with the supervisor ****. **** asked me to fax the *** again to the same fax number I used previously ************ and to put Attn: 154234C43. I know APS received it because I have a fax transmission report that confirms APS received the *** on 12/2 at 4:30pm. **** said that he would followup. I never heard from **** again. I called APS to followup on 12/23 and spoke with **** who said APS did not receive my fax on 12/2 and asked me to fax it again.I asked to speak with the supervisor ****. He said **** was not there. APS has received the *** 3 times (I faxed it twice and my insurance mailed it to them). They need to reimburse me what is owed to me $445.02. That is the only resolution. FYI - subsequent to the situation above, I had the same ***************** from the same clinic (**************) which cost the exact same $615.00. There was an insurance adjustment, this time $450.47. My responsibility was $164.53 (I received a bill from the collection agency. I called and paid the $164.53 and told them that I never received ONE bill or phone call.Business response
12/29/2022
Hi, this is *********************** we be calling on complaint ********* affiliated professional Services. We acknowledge the air we found an explanation of benefits. Finally, we will be issuing a refund to the patient after right after the first of the year first part of next week. If you have any questions you can reach me at ************ and my direct extension is ****. Thank you
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