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Complaint Details

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Initial Complaint
04/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a bill from a debt collector regarding this entity as the amount owed as $165 on 1/30/24. I never received a personal bill from this entity regarding the amount owed. There was an insurance claim filed that showed as paid on 1/31/24, and the amount I may owe as $0, the copayment as $0, and the claim as complete. I had assumed everything had been taken care of, as like I stated earlier, the entity never billed me after insurance was filed. Instead, I get a bill from a debt collector 3+ months after the fact.
Business response
04/11/2024
I just saw the account number on the collection notice. We are fixing this account for you but I will email you directly to go in more detail. I apologize about this confusion on our end. I did try to reach you by phone and left a voicemail. Thank you!
Customer response
04/11/2024
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.

Regards,

*******************************
Initial Complaint
09/07/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am still getting billed even thought I made a full payment amount
Business response
09/07/2023
Good Afternoon,
After reviewing your account I did send an email on 08.07.2023 to get clarification on which account this payment is supposed to be assigned to. We group our families together so sometimes patients get confused on what account number to use. I have not received a response back as of today. If you can please give us a call or you can email me back and we can settle this account. Thank you!
*******************************
Initial Complaint
06/29/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I gave birth to my twins June 24th in ********, **. Less than 24 hours after my twins were born an employee for Ears and Hearing PA entered my room without introducing herself. She didnt stay who she worked for or what her name was. She announced she was head to do the hearing screen. I asked if I could have it done with my pediatrician, in hopes that it would be covered by our insurance. She was very uninformed and could not answer any of my questions, and instead told me I think there is a paper you can sign to file it with your insurance. She then left the room to call her supervisor. I let this employee know that either way I would need the test done, I just wanted to know IF my insurance could be billed. She returned to my room with two papers to assign. I ASSUMED it was consent to test. She did not explain the paper work, simply told me to sign, and left. The next day the supervisor was at the hospital and I asked a nurse why my twins had not received their hearing test. The supervisor entered my room, again unannounced and without introducing herself or the company she works for. She was incredibly rude and condescending. She made remarks such as do you not read everything in front of you. You can read these papers before signing. She patronized me WHILE I held and fed my less than 36hr old newborn. Again she NEVER stated her name, her employer, explained the consent forms, insurance, OR stated that this test was OPTIONAL. This is the second time Ive had to deal with ***************************** PA and both times have been horrendous. Employees lack bed side manner, information, sympathy for new mothers, and even common sense to explain protocol for THE COMPANY THEY ARE EMPLOYED BY. I wish I would have asked for this supervisors name so I could personally cal HR and complain. She was absolutely awful to deal with.
Business response
07/07/2023
I am so sorry to hear about your experience. Please know that this is not our standard of service. We have detailed paperwork that will provide the names of the screener and supervisor that spoke with you that day. We will investigate this further and take appropriate action. To clarify our services, our screeners are not allowed to discuss insurance procedures and coverages. This is in place because it does vary and we need our screeners to be dedicated to our mothers and babies while testing. There is a phone number on the paperwork to our billing office if you have any questions. We appreciate your feedback and we will work hard to upkeep our communications. If you have any other questions or concerns feel free to contact me.
******
************
Customer response
07/07/2023
Complaint: 20257079

I am rejecting this response because:
Ears and Hearing ** did not address the direct issue at hand. Simply stating you will investigate the supervisor and employee that so rudely visited ** in the hospital means nothing. Stating your employees are not able to discuss insurance with the clients seems ridiculous. Had I not brought up my question about insurance coverage, Ears and Hearing ** would have screened my infants WITHOUT stating that it wasnt covered and ultimately leaving my family with a huge bill. My issue isnt that our insurance may or may not cover the screening, the issue is that youre a business that allows its employees to conduct a screening that costs $200+ without explaining the cost or procedure to new mothers. This seems ludicrous. Any other business states the fees up front so that families can plan and pay for a bill. Ears and Hearing ** shows up, unannounced, and makes families feel as if the screening is required AND covered.
In regards to the supervisor that spoke to my husband and I. I hope Ears and Hearing ** will do more than investigate the situation. I would hope that she is never allowed to speak to another mother that way during such a vulnerable time.
For these reasons I do NOT accept the response from Ears and Hearing **.

Regards,

***********************
Business response
07/10/2023
Everything that I explained is in our paperwork. It is clearly expressed that screeners are not allowed to go over insurance coverage. We have our billing number listed on the paperwork as well if you have any questions about the insurance coverage before the test is administered. You will receive a copy of the information with your first bill. We try to be as transparent as possible and also provide as much help as we can with the insurance process.
Customer response
07/10/2023
Complaint: 20257079

I am rejecting this response
Regards,
***********************
Initial Complaint
01/27/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
Ears and Hearing ** has ** tinued to bill me months after the bill was paid. I attempted to call them for resolution, left a message, and never received a call back. But guess what I did receive? Another bill! The invoice number is ******** and the payment **nfirmation number is *********. As far as I am **ncerned, this place is a scam.. the will not submit claims to insurance and when I submitted the information the provided the insurance was declined. So I had to pay out of pocket. These people need held ac**untable and if the BBB cannot get me resolution I will call my state attorney general.
Initial Complaint
12/28/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My newborn son was born on 9/5/22 and was given a hearing test. I received the first bill in October. I noticed that they did not request any insurance information. I have been contacting them since then so I can simply ask if they accept insurances so I can provide them with that information and if they dont so I can pay the bill in full. I call the number on the statement, **********, and it says mailbox full and hangs up. Ive emailed several times directly through the website and no response has been received. This is ridiculous. Im trying to do the right thing and pay the bill but how can I if I dont receive any responses to my inquiries. The updated bill now says it will be going into collections if not paid - maybe if you answered your calls/emails then I can happily pay you. Account number is ********.
Business response
01/17/2023
Tell us why here...Ears & Hearing is a third party contracted with the hospital, as was stated on the consent form prior to screening. When you signed the consent form you initialed next to the statement specifically stating that Ears & Hearing is not in network with your specific insurance company and that you would be charged and responsible. Parents are personally responsible for filing with your insurance to potentially get reimbursed. Our company policy is to obtain written consent prior to the first screening. Ears & Hearing has made efforts to be transparent about every aspect of the screening prior to service and express all information regarding hospital affiliation, purpose, and requirements of the screening as well as billing and insurance information. We have in place, instructional scripts for each technician to use in addition to the consent form to reduce confusion with the screening. To have a completed consent form, which is company policy to acquire prior to screening, five initials for each segment and a signature at the end are needed. This process takes time and consideration and our NCHAM-trained technicians have scripts in place to help answer any questions, thoughts, or concerns a parent might have. Thank you for bringing this to our attention, I will reiterate to all screeners to follow the company protocol that is currently in place.
Submitted: 09/19/2022
Initial Complaint
12/21/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Problem 1: They let themselves into patients L&D rooms post birth without formally announcing who they are, specifically 3rd party. They shuffle around a bunch of paperwork in front of new moms, who are exhausted after having given birth, uncomfortable from the pain of birth, and overwhelmed by the sheer amount of paperwork we are asked to sign in totality. Problem 2: They refuse to collaborate with insurance on a health assessment that has been deemed necessary by the ******** of ******* Problem 3: The technician that provided the service for my baby was poorly trained and did not conduct assessment correctly (technician said my infant failed his hearing screen, which was in fact a false negative). Furthermore, I received no communication from the physician regarding these results, of whom I was billed the service from. Problem 4: They continued to bill me directly for 6 months for the full amount of the service, regardless of the fact that they had received partial payment from my insurance provider. Problem 5: While my insurance provider has worked for several months to come to resolution with them, they refuse to hold my account and continue to threaten collections.
Business response
01/17/2023
Tell us why here...Ears & Hearing is a third party contracted with the hospital, as was stated on the consent form prior to screening. When you signed the consent form you initialed next to the statement specifically stating that Ears & Hearing is not in network with your specific insurance company and that you would be charged and responsible. Parents are personally responsible for filing with your insurance to potentially get reimbursed. Our company policy is to obtain written consent prior to the first screening. Ears & Hearing has made efforts to be transparent about every aspect of the screening prior to service and express all information regarding hospital affiliation, purpose, and requirements of the screening as well as billing and insurance information. We have in place, instructional scripts for each technician to use in addition to the consent form to reduce confusion with the screening. To have a completed consent form, which is company policy to acquire prior to screening, five initials for each segment and a signature at the end are needed. This process takes time and consideration and our NCHAM-trained technicians have scripts in place to help answer any questions, thoughts, or concerns a parent might have. Thank you for bringing this to our attention, I will reiterate to all screeners to follow the company protocol that is currently in place.
Submitted: 09/19/2022
Customer response
01/18/2023
Complaint: 18618182

I am rejecting this response because: Ears and Hearing did not actually address any of my concerns. Out of laziness, lack of creativity, or ethics for that matter, they have simply copy and pasted their same generic, lackluster response to every "patient" of theirs.

Regards,

***************************
Initial Complaint
12/14/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ears And Hearing ** company is just a scammer. Disguised as hospital nurses and asked unconscious moms to sign a bunch of important papers with an "optional" piece of ear and hearing test. I tried to pay the bill online but the site just looks like a scammer site because the **** needs to input the bill amount and it does not validate the amount and the account number. I don't know how could I get proof if I pay the bill. I tried to call the company during their business hour, and the automated message just repeats they are unavailable during their business hour, I left a message for a callback but never heard anything back. All I want is to pay the scamming bill and get confirmed so I don't get continued scamming bills later
Business response
01/17/2023
Tell us why here...Ears & Hearing is a third party contracted with the hospital, as was stated on the consent form prior to screening. When you signed the consent form you initialed next to the statement specifically stating that Ears & Hearing is not in network with your specific insurance company and that you would be charged and responsible. Parents are personally responsible for filing with your insurance to potentially get reimbursed. Our company policy is to obtain written consent prior to the first screening. Ears & Hearing has made efforts to be transparent about every aspect of the screening prior to service and express all information regarding hospital affiliation, purpose, and requirements of the screening as well as billing and insurance information. We have in place, instructional scripts for each technician to use in addition to the consent form to reduce confusion with the screening. To have a completed consent form, which is company policy to acquire prior to screening, five initials for each segment and a signature at the end are needed. This process takes time and consideration and our NCHAM-trained technicians have scripts in place to help answer any questions, thoughts, or concerns a parent might have. Thank you for bringing this to our attention, I will reiterate to all screeners to follow the company protocol that is currently in place.
Submitted: 09/19/2022
Customer response
01/17/2023
Complaint: 18573990

I am rejecting this response because:
My complaint wasnt about your process. I just want to pay the bill, but Id like to speak with someone from your billing department before paying the bill to make sure it is the right amount, you are a legit company and get a payment proof. The payment method provided from your paper billing does not look secure, the online payment needs the user to input payment amount and doesnt have any validation of account number. I tried to call Your company phone number during your working hour but just getting automated voice saying please call during working hour.
Regards

****** Kong
Initial Complaint
10/17/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My second son was born in the hospital June 1, 2022. I received a bill in the mail from hears and hearing regarding the hearing test my son received while in the hospital. I was familiar with this bill because for my first born son, I received the same bill from the same company. When my first son was born, it was a simple call to my insurance company and the matter was resolved that day. The woman who worked for the company at this time was great and everything was taken care of through my insurance. I DID NOT have to get involved in any way. This time around, I receive the same bill, from the same company for the same procedure for my second son. I call my insurance company, who then reaches out to Ears and Hearing, following the same procedures as the first time, but this time when my insurance company comes back on the phone, they inform me that they were told I need to reach out to the company to get a claim filed. When I called the company, I left a message and did not receive a phone call that day. The first time I spoke with the woman on the phone, she informed me that the company does not file claims through insurance companies. I was surprised since with my first son they did file a claim through my insurance company. I asked to speak to a supervisor and she informed me a supervisor would call. I never received a call from anyone. My husband called and left a message and the same lady I spoke with called my husband back and stated she was the supervisor. When my husband asked for her title after her unprofessional customer service, she did not state supervisor. She said she would send paperwork in the mail and the waiver I signed. I did not receive the waiver or paperwork and when my insurance company called today to ask for all the information she said she sent it but there was a mailing issue and should arrive this week. She also said they would not wait for my bill to be sent to collections even though it is in the process with my health insurance.
Business response
10/18/2022
Ears & Hearing is a third party contracted with the hospital, as was stated on the consent form prior to screening. When you signed the consent form you initialed next to the statement specifically stating that Ears & Hearing is not in network with your specific insurance company and that you would be charged and responsible. Ears & Hearing has made efforts to be transparent about every aspect of the screening prior to service and express all information regarding hospital affiliation, purpose and requirements of the screening as well as billing and insurance information. We have in place, instructional scripts for each technician to use in addition to the consent form to reduce confusion with the screening. Our company policy is to obtain written consent prior to the first screening and on this form, it was stated that the test was optional. We understand your confusion with insurance billing and apologize for the frustration. The information sent through the mail will have the specific codes needed in order to file a claim with your insurance. There are options to get on a payment plan with Ears and Hearing. Please reach out to us directly if you have any additional questions, thoughts, or concerns.
Customer response
10/18/2022
Complaint: 18237093

I am rejecting this response because: I tried to pay the bill so that it would not go into collections. My insurance company said they would reimburse me when everything was said and done. I went on my discover today and they gave me my payment back. I was never informed of a payment plan nor did I need it because I would pay the bill once my insurance company paid their portion. I was not informed if my bill went to collections or not in their response nor should my bill have gone through collections because I was informed not to pay the bill from my insurance company until my claim was resolved and because I did not have all required information from Ears and Hearing. I would like them to confirm my payment has been made and it has not gone into collections and I would like to be informed by someone else other than the woman who answers all messages and phone calls.

Regards,

*****************************
Business response
10/19/2022
We have been in contact with both you and the insurance company multiple times, the first call was on 09.07.2022. An email was sent to the manager about this on 09.09.2022. It was determined that our policy changed after your first born and was not going to be valid with your second born. We then got another call from the insurance on 09.17.2022 and told them about the consent form that you signed and they agreed that you were still responsible for the balance with us. They did ask for an extension for you but our representative noted that you clearly stated you will not pay the bill, because of this we cannot hold the account. We got another call from the insurance asking to confirm the codes for the claim on 09.17.2022 and we did provide all the information they asked for. On 09.27.2022 we spoke with insurance again about claim, they asked for another hold on the account, our representative told them again we cannot hold it but if the parents can give us a call we can discuss payment plans or paying the bill in full. We spoke the to the child's father on 09.28.2022 about this bill, our representative did offer payment plans but he denied it and ended the call. Our last encounter with insurance was on 10.03.2022 and we confirmed the codes that are used on the claim.
Customer response
10/19/2022
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.

Regards,

*****************************
Initial Complaint
08/30/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My newborn had a hearing screening done by this company in hospital back in March. My insurance took awhile to process and finally processed this screening now. Prior to my insurance processing the company was threatening to send to collections. I told them I will pay after my insurance processes. Now that they finally did process I went online and paid what my insurance said that I owe. Now Ears and Hearing send me another bill not showing my payment and is still threatening to send to collections. The lady on the phone is completely disrespectful when you can actually get her to answer. The last two times I called and got no call back. She also told me that there is no one else in the company that I can speak to. I just need to know what the h*** is going on at this point since I paid my portion in full but still got a bill showing no payment.
Business response
08/30/2022
According to our billing manager, you spoke to him on the morning of 08.30.2022 and he was able to get your account adjusted and written off. We have an automated collections notice that goes out after a certain number of times an invoice is lettered out. We apologize for any frustration this has caused you; if you have any additional thoughts, questions, or concerns regarding your invoice please feel free to reach out to us directly and we will be happy to help!
Customer response
08/30/2022
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.

Regards,

***********************
Initial Complaint
08/15/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just discovered a collections notice on my credit report with no notice about an outstanding **** of $275. Im also not sure why Im being billed for this when insurance should have covered the hearing screen.
Business response
08/15/2022
Thank you for bringing this to our attention. Upon reviewing you account, we have removed you from the collections list due to you being a hospital employee. We apologize for this inconvenience.
Customer response
08/15/2022
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.

Regards,

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

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