Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 15th we paid for surgery in the amount of $761.70. Following the surgery insurance declared 0% patient responsibility and paid $761.70 to this company. After this payment had cleared we called to request a refund of the money we paid, that insurance covered. Over 6 calls later, in July the company agreed that we were owed our money back since insurance paid for the cost of the surgery. They said it would take 30 days to process. 30 days later no refund. We call to check the status. No pending refund has been issued. Our insurance company had to get involved on a 3-way phone call to help explain that the company did *** us money. We were told they would work on it. We requested this be raised to a supervisor since this issue was not making any progress and we were informed that a supervisor would reach back out to us. Months go by with still no communication. I finally called again on Aug 28th and FINALLY was able to reach a supervisor. This supervisor claimed that he could not find the Explanation of Benefits from our insurance company, then the supervisor claimed that he could no longer hear me and hung up the phone. No callback. So AGAIN I call, and tier 1 says, "he is looking for it now" and "if we have made adjustments then we have it, it's just a matter of finding it". The supervisor refused to speak with me again. An hour later they found it, and informed me they would be working on it and get back to me in about an hour with an estimate of when the refund would be issued. No response from anyone for the rest of the day. I do not believe that this company can perform its job competently and cannot get any information about getting a refund processed.

  Business response

  09/19/2024

  September 19, 2024
  
  ******* *****
  Better Business Bureau of ****************
  *******************************************************************************************************
  
                RE: Complaint # *******
  
  Dear Ms. ******
  
  On behalf of AmSurg ****************** (the Center), please accept this response to Complaint #*******, which was received on August 30, 2024.
  
  As detailed within the ******************************** provider paid the full amount for services after the Patient had already submitted payment. Accordingly, the Center owed the Patient $761.70. There appears, however, to have been a miscommunication between the ****************************** and the Center, as this readjustment amountwas never posted to the Patients account.  Once the Center discovered this error, it immediately reimbursed the patient, and a Refund Supervisor apologized to the Patient for this delay.
  
  With the above in mind, we encourage you to reach out if there are any further issues in relation to this Complaint or the services rendered.
  

  Please contact me if you have any further questions regarding this matter.
  
  Sincerely,
  
  /s/ ****** M. ********
  
  ****** M. ********
  ******************************************************************************

  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After having a colonoscopy at ******************* ******************** in ************, **, I received a bill for $1,494. My health insurer told me that WCS Sedation was an "out of network" provider. I had no way of knowing an out of network provider would be providing sedation that day. After reporting the matter to the PA ********************* they determined that the bill was a violation of the federal NO SURPRISES law which prevents a medical provider from balance billing a large amount as a surprise to any patient. After being contacted by the PA ********************* my health insurer reprocessed it as an in-network claim and paid WCS Sedation $339.32, and stated that I only owed WCS Sedation my copay of $59.88. In the meantime to prevent the $1494 bill from being sent to collections, I paid monthly installments to WCS Sedation to the total of $498. After I stopped paying the monthly installments when the matter was supposedly resolved by my insurer and the PA *************** WCS Sedation sent me a "final bill" earlier this month showing I still owe them $996.00. If I do not pay this by June 23 they will send the bill to Collections. They are required to accept the insurance payment of $339.32 plus my copay of $59.88, and nothing more. I do not want this matter to go to collections and ruin my credit report as I do not owe them anything more than they have already been paid. In fact they owe me $438.12 as an overpayment I have made.

  Customer response

  07/23/2024

  I have heard from the business WCS and the problem has been resolved.  Thank you for your help.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of the latest incident is 06/04/2023.This company has been trying to collect money for providing radiography services. They do not respond to their emails, or phone numbers provided on the official website and paperwork they have sent. Even when you try to leave a voicemail, their system says its full. Yet they still keep sending letters for payment requests out. This is not ethical. There is clearly an issue im trying to resolve, and there is no way of getting a hold of anyone.

  Business response

  07/12/2023

  Please provide patient's name, date of birth and name of provider billing the patient.  The billing office for Envision is unable to locate consumer name listed in the BBB complaint.  Thank you.

  Customer response

  07/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: 20185802
  
  I am rejecting this response because:

  Asking for the info of a patient on BBB is bad business practice. You need to have a working ************* Line. This is not the solution I am looking for.
  
  Regards,
  
  ***** Mala

  Business response

  08/07/2023

  The billing office has called consumer several times and left messages with callback information but as of today there has not been any return call.  

  The billing office for Envision could not locate account based on information provided in the BBB complaint.  Please either call ************** for additional assistance or provide the BBB the patient's name, date of birth, account number etc. for further research of the account.  This account might not be with Envision but with another provider but without the patient details we cannot research fully.  Thank you.

  Customer response

  08/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: 20185802
  
  I am rejecting this response because:

  The whole point of this complaint is that you, Envision, are not conducting business as you should. I am not going to list private information here, for everyone to see, as it goes against the BBB advice, but instead, if you actually had a working phone line, where you could be reached, then maybe you actually would have been able to pull the account up. Your customer care line needs to be available and accessible. Whenever I try reaching you, it ends up hanging up on me, every time. And I cant reach anyone, and that is no way of conducting business. You either fix that, or we will be here going back and forth until BBB intervenes. 
  Thank you

  
  Regards,
  
  ***** Mala

  Business response

  10/26/2023

  We are having a hard time looking up your account with the information that was provided.  I believe the incorrect company may have been contacted.  Can you please email me directly so I can personally look into this and confirm?  My email is ************************************************************ I am the Director of Revenue Cycle for Radiology billing. 

  Thank you. 

  Customer response

  10/27/2023

   
  Complaint: 20185802
  
  I am rejecting this response because:
  

  This is exactly the problem. Your system is horrible, and you need to fix it. When customers need help, there is none provided. The only option there is, is to pay for the fees, whereas when theres a need to speak to someone for actual help, no way of contacting is available. The number provided does not connect you to anyone, and constantly hangs up on you. Thats a horrible way to run business, and this needs to be noted, and reflected on your BBB rating. 
  Sincerely,
  
  ***** Mala

  Business response

  10/30/2023

  I understand your frustration however I truly believe you may be filing a complaint against the incorrect business.  Without receiving even a copy of the bill you are receiving, I cannot locate the account to further investigate your concerns (if they are even by our company).  We bill for multiple radiology groups.  I have checked all 15 groups with your name, address and email address and have come up with no matching accounts.  Envision Physician Services is a parent company of multiple groups.  It is not a billing group for Radiology services. 

  Can you at least advise what hospital you were seen at?  That would help me validate if we even bill for them. 

  Thank you. 

  Customer response

  10/31/2023

   
  Complaint: 20185802
  
  I am rejecting this response because:
  

  Again, this complaint is about the way our situation was handled. I have already taken care of my own personal business, because your response was inexistent, and you did not have any means of contact. I urge you to call your own numbers on your own website, or on your own bills you send out, and see if they work. This is horrible business practice. You only accept payments on your customer care line, and no customer care agents exist to assist. And the fact that you cant even pull anything up, even though I have hard paper copies in hand, shows that you are not deserving of your current BBB score. Do not shift the blame into user error, wrongfully assuming that I dont know who I am speaking to, because you would only dig your wrongful handling hole deeper. Fix your customer care line, and this complaint is not going anywhere. It is staying right here, because you are not addressing your issues as a business.

  
  Sincerely,
  
  ***** Mala

  Business response

  11/01/2023

  We are in need of assistance with this complaint.  We have repeatedly requested additional information from the patient/consumer and continue to have our requests rejected.  Our billing department attempted to call the patient directly upon receipt of the initial complaint and left a voicemail with no call back.   In the initial complaint, we were only provided a name and email address and we have been unable to locate any billing for this patient within our systems.  We have requested a copy of the hard copy bill from the complainant and she has continuosly refused to provide any information that would help us identify the entity involved, which would assist us in resolving this matter.  At this time, we would like for this complaint to be removed from the business rating as it does not seem valid and being done to harass and annoy our business.  If we are provided additional information and can locate the account, we will be more than willing to adjust any balances/provide refunds along with undergo research on how this billing was handled. 

  Thank you. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have never been to ***** nor facility listed below for any reason but I received a bill from Envision Physician Services on August 4,2023 listing the following:Statement Date: 7/29/2023 Place of Service: UT Health ************ Visit: 6/11/2023 *************************, MD Service; *****- Emergency *********** (Lvl 5)Billed: $2,374.00 We have no insurance coverage on file for you therefore have adjusted your balance to reflect our self-pay rate.We Adjusted: $1,187.00 You Paid: $0.00 Your Total Balance: $1,187.00 Make payment of $197.84 to activate a payment plan. By paying monthly, you agree to terms located at billpay.envisionhealth.com.Please make check payable to OXBOWEMERGENCY PHYSICIAN, PLLC an Envision practice, and include your account number on back of your check. Do not send cash.

  Business response

  10/03/2023

  OXBOW EMERGENCY PHYS, PLLC
  October 3, 2023
  ***************************
  
  BBB File #: 2067708
  
  Dear ******************:
  We are in receipt of a Better Business Bureau letter of complaint regarding a statement we sent to you in error.  We apologize for any inconvenience this may have caused and please be assured that you will not be receiving these statements any longer. Please accept our apologies.
  Feel free to contact us with any questions or concerns. We can be reached at ************.
  
  
  
  Sincerely,
  
  ***********************
  Patient Service Liaison
  

  Customer response

  10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from Envision for $273.43 and maid payment contract with them for $50.00 a month until the bill was pnf I made one payment of $50.00 and my balance is $223.43 I received an email from envision stating they charged my contract to extend more payments and changed the original amount of the bill to $388.99 a difference of $115.56 I was told by my insurance company they are not in net work. They shouldve check that before they sent me a bill. I did not ask for their service when I was in the hospital I do not feel this is fair because they are not in network that I have to pay an additional amount I offered to pay today /what I owe from the original contract. $223.43 they refused.

  Business response

  07/12/2023

  Red Mountain Emergency Physicians
               July 12, 2023
  
  
  Better Business Bureau
  25 ************
  Suite *************************************
  
  *********************************
  
  
  RE:Complaint ID ********
  
  To Whom It *** ************************** has received and reviewed the above referenced complaint.  We understand that the patient was originally billed for $273.43, and has since received a bill for a higher amount.  The patient has expressed that they would like to settle the account for the original balance that was billed. 

  This claim for Emergency Room physician services was first processed by United Healthcare insurance on 05/23/23 under UHC claim number DW69863167 leaving patient responsibility of $273.43 as Deductible and Coinsurance.  The claim was reprocessed by United Healthcare on 06/28/23 under the same claim number leaving total patient responsibility of $388.99.  Our office accepts all insurance coverage and only holds patients responsible for balances specifically left as patient Deductible, Coinsurance, or Copay.  We are not able to control insurance coverage of claims, as coverage is dependent on individual policy contracts between the patient and insurance company.  If this claim was processed toward out of network benefits, the patient may have the right to appeal the claim processing directly with their insurance company, as this claim is for Emergency services.

  Unfortunately, our office is not able to reduce the balance applied to Deductible and Coinsurance by United Healthcare.  The option for a $50 monthly payment plan remains available.  We ask that the patient contact our office at ************** with any further questions or concerns.  I can be reached at extension 2236.

   

  Sincerely,

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

  Patient Service Liaison

  
  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a bill from envision physician services that clearly stated I owed $6400 and even stated that they had filed with my insurance and the remainder was definitely what I owed. I contacted my insurance and they stated that the bill issued was faulty because Envision Physician Services did not submit claims correctly. I even contacted Envision Physician Services and they stated that they also did not submit claims appropriately and that they are correcting the issue. This is the second time this has happened to me. This is causing my wife to be stressed that we don't have the income to support his bill. My biggest concern is that the bill is entirely misleading by stating that they have already worked with my insurance and that the rest of the balance is my responsibility, when in reality envision acknowledges their mistakes after sending the faulty bill.

  Business response

  05/23/2023

  Thank you for your recent letter regarding the complaint submitted to your organization by ********************  **************, LLC provides medical billing management services on behalf of Envisions Childrens.  As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Envision Childrens.
  
  Our review of the patients account has resulted in these findings:
  
  For all billed services 10/1/22-10/13/22 these were filed electronically to Tricare East between 10/8/22-10/20/22.  All these claims were accepted electronically by Tricare East; however, the billing office received no response from Tricare East.
  An agent from the billing office called Tricare on 2/13/23 and a rep from Tricare East stated that Tricare East originally had Humana information in their system as primary, however the agent saw that the patient was not active at the time of service.  The claim was sent back for reprocessing.
  Tricare East has since paid for all services from 10/1/22-10/13/22 leaving the balance due of $352.22
  The balance of $352.22 was paid on 4/20/23.
  
  We regret for the inconvenience this has caused ********************  At this time, we request you close this complaint as we have resolved it in a satisfactory manner.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Envision health physician services has been contacting me about a bill for medical care, when I contact them they informed me that my insurance (veterans affairs) was not contacted. When I asked them to do so they informed me that they will contact them. The second time they inform me that they cannot get in contact with anyone and that they are transferred but never answered. I contacted the VA about this and they have no record of being contacted for this. I keep telling envision to contact the VA and resolve this and now they are reporting this to a collection agency and harassing me.

  Business response

  12/22/2022

  December 22, 2022
  
  *********************************- BBB of Middle ************************ ********
  BBB File #: 18544927
  Account #: QED ************
  
  
  Dear *********************************,
  
  Questcare Medical Services appreciates the opportunity to respond to ***************************** complaint filed with the BBB office and appreciates your patience in awaiting this response.
  
  Our office has reviewed the complaint regarding the bill received by the patient for emergency medical services. The date of service was March 28th, 2022 and the first bill was sent to the TriWest carrier which is the claims payor for Veterans Affairs.The claim was initially denied on May 2nd, 2022 due to missing authorization number. The patient contacted our office on June 2nd,2022 to provide an authorization number, which we submitted the claim to TriWest once more to TriWest with the authorization number provided. The claim was again denied by *******.
  
  In an effort for resolution,we have resubmitted the claim back to TriWest with an authorization from another date of service in 2022. The claim has been resubmitted and the account remains on hold until a response is received from TriWest. Typically, the Veterans Affairs will supply the patient with an authorization number for each emergency department visit.
  
  We hope your concerns have been addressed and sincerely apologize for any inconvenience. We appreciate hearing from our patients regarding their experience with our office, please feel free to contact me with any questions or concerns.  I can be reached directly at ************.
  
  I do hope this resolution is satisfactory. Please contact our office directly at ************* with any additional questions. Our Patient Services Department is open 9am to 6pm EST, Monday-Friday.
  

  Sincerely,
  
  ***************************************
  Patient Liaison

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife was seen by an Envision ER Physician at Northside ****** (**) Hospital 06/26/2022. In August we received a bill from Envision saying we owed them $981 (Account # **************. I checked with her supplemental ****************** and they said ******** did not pay, so they would not and we owed the money. We paid Envision $981 in August via our **** card. Few days later, I was curious why claim was denied. Checked with supplemental insurance and all they said was ******** didn't pay so they wouldn't. Called ******** and after they researched, found out ******** never received the bill, but it would be payable if they had. Turns out Envision erroneously billed directly to ********************** and bypassed ********. Called Envision to info them they billed incorrectly. They did in fact rebill and correctly to ********. On Sept 1, they established refund claim on our behalf but have been holding it since. They were paid by both ******** and ********************** by mid October. Have repeatedly called requesting my refund to no avail. Have tried to talk to Supervision but they are always "busy" and will NOT call back. Have been promised refund repeadily but no action on their part. Would like my money refunded.Thank you

  Business response

  12/16/2022

  
  RE:Complaint ID ********
  
  To Whom It *** ************************** has received and reviewed the above referenced complaint. We understand that the patient made a payment of $981.00 to our office in error due to the health insurer denying the claim and not communicating sufficient information to the patient. The account has now been paid by insurance, and the patient has expressed that they would like their payment to be refunded to their credit card. 

  
  The refund of $981.00 was finalized on 12/14/2022. It was issued to the same card the patient paid with, and the funds should now be available to the patient.

  
  We have notified the patient of this update and encouraged them to reach out to our patient liaisons at ************** with any further questions or concerns. I can be reached directly at extension 2236.

  Sincerely,

   

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

  Patient Liaison

  
  

  Customer response

  12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Envision Physician Services is the billing company for Radiology ********** of ********** Florida. Radiology ********** was contracted by ***************** of **************, Florida to read and write the report for a Breast *** I had in May 2022. The hospital was paid in full by ********* however, the diagnostic code submitted by Radiology ********** for the radiologist's (*****************) invoice of $567.00 was incorrect and therefore ******** will not pay the bill. I have called the billing department every 2 weeks since August trying to resolve this matter to no avail. I have been getting yearly breast ***'s since 2013 when I was first diagnosed with breast cancer. I have recently moved to Florida and this is the first time my insurance has not paid the radiologist, because as stated previously, Radiologist ********** of ********* coded the *** as routine, which was a different code than used by ***************** who was paid in full. I am not paying this invoice and will go to Small Claims Court if necessary. Thank you

  Business response

  11/18/2022

  In the medical record provided by the hospital, the service was listed as a screening and was coded to ******** as such. The patient is correct that ******** denied the claim, as they wont pay for the screening service. The patient reached out to our patient liaisons, indicating that this should have been billed as a Medical Necessity due to the patients medical history. After further clarification and review, we made the change on 10/28 and submitted the updated claim to ********.
  
  We also noticed that the patient had already made a payment on 10/25. This payment was refunded in full back to their card on 10/28 when the claim was submitted to ********. We spoke to the patient on 11/2 and again on 11/09, notifying them that they have no outstanding balance due.
  
  We apologize to the patient for the inconvenience. We strive to provide the highest quality of care and customer service as we help to heal patients during their time of need. We hope that this response and our previous outreach to the patient will bring this matter to a close. 

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Envision Health claims I owe them $545.45 for unspecified services rendered at ******************. I received services at this hospital in January 2022 and all bills have been accounted for. This new, late bill is being sent 9 months after, via email and SMS, with no detail as to what the charged services are, who provided them or when. I received written notification of all expenses having been accounted for with no further obligation on my part. I'm currently overseas and I cannot upload this document at the time. Starting Oct 7, and with no previous written statements, I started receiving these online payment demands from Envision Health. Their emails require that I login to the their system, which I won't do as I won't acknowledge any debt that is not spelled out in written form with a verifiable trail pointing to real people or institutions I can talk to and who can prove I owe them.

  Business response

  02/15/2023

  ORCHID CITY EMERG PHYS, LLC
  February 15, 2023
  Better Business Bureau
  25 ************ Suite 101
  *********,** 37214
  
  BBB File #: ********
  Account #: ***************
  
  To whom it may concern,
  Our office has received BBB File#******** Better Business Bureau letter of complaint regarding the above account for treatment received at HCA Florida ****************** by Orchid City Emergency Physicians,LLC on December 21,2021.

  
  Our records show that one statement was sent to the address listed in the Customer Information section on October ****** after our subrogation Co HRI completed their Insurance search. The next statement went out to the address listed on the Customer Information section on November ******. The final statement went out on February 2,2023. The patient may set up a payment plan at our website ********************************************************.
  
  We appreciate hearing from our patients regarding their experience with our office.  Feel free to contact us with any questions or concerns.  We can be reached at ************.
  
  Sincerely,
  
  ***********************
  Patient Service Liaison

  
  

*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. ↩