Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:08/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a shoulder surgery Feb 23 2023. I received a text message that I had a bill with Anesthesia Associates of Lima and to follow the link to make a payment. With all the scams around I figured I would just wait on the paper statement and mail my payment in. On Apr6 I received a text reminder. On May 3rd I received another text with link. So I clicked the link to hopefully get info on where to mail payment, the link didn't work. I tried calling them but they are still working remotely and that I needed to call their billing department, so I did. I requested a paper statement, maybe mid july I received a paperstatement. When I tried to use my bank bill pay it said the address wasn't correct. So I called back to the billing department and they say that was the only address provided that I would have to contact Anesthesia for an address. So I called them to get and adddress had to wait for someone to call me back. Then the lady gets rude with me because she says the address was a lock box at a bank, I apologized for trying to make sure they got their money and hung up. I set up payment, it was sent, it was cashed. Then today I get a letter from a collections agency saying I owe them $26.64, so I call and find out this was a separate bill for the same day. So I asked them when they where going to send me a bill and they said they had already sent bills (which I never received). So my complaint is that I get sent to collections jeopardizing my credit score all because they can't get their billing straightened out. Normally an apology would be enough but with the amount of **** they made me go through and how rude the lady was on the phone I believe some compensation is necessary. My time is just as important as theirs and they have wasted alot of it over this. So $60/hr x 2 hrs = $120

  Customer Answer

  Date: 08/12/2023

  Yes they sent me to collections, I understand if you can't seek compensation. My thing is the amount of time I spent trying to contact them to pay my bill and during all that contact they never told me there was another bill. One bill was for $98 which it took several attempts to get the correct info to pay them. Then I get a collections letter for $26 on a separate bill they never sent more and never mentioned it the whole time I was trying to pay the other bill. I don't know how companies can be this bad at billing and then send me to collections for not paying a bill they never sent. I can show proof of all the other medical bills I received after this surgery and the prompt payments made on them. I just this there needs to be some accountability for businesses like this. BTW I have already paid the $26 to the collections agency they should have the check by the 18th. I'm not disputing the charge I'm disputing that they never sent me a bill and turned me over to collections.  

  Business Response

  Date: 08/31/2023

  Hello,

  We've attached additional information and our response.

  Please let us know if you need anything else.

  Thank you,

  ***

  Business Response

  Date: 08/31/2023

  [BBB Transcription via Attachment]

  Mr. *****/BBB,
  Thank you for your patience as we gathered all of this information to assist in a resolution.
  Upon review with the billing company, this is the information we received:
  Our billing practices include texting a link to the patient to access their bill – these texts do notify who
  the text is coming from, as the patient verified. This link provides online access directly to their account.
  Once online, the patient can see their account’s current activity and balance information, which is
  updated daily. If the patient “opts out” of the text messages then the account is converted over to paper
  statements (this option is provided within the text and, upon request, customer service can also opt out
  for the patient). We provide this same billing process for the 100+ offices/facilities that we provide
  services to. As the world is ever-changing and becoming more “digitized”, many other healthcare
  facilities and offices nationwide are billing patients in this same manner. Especially with the vast increase
  in lost mail, it has proven to be a better and more reliable method.
  Billing can be very complex and confusing. For example, each insurance company has their own set of
  rules/guidelines to follow, which can require us to bill each insurance company differently, depending on
  their requirements. In Mr. *****’s case, he had one “service date”, but the insurance company required
  us to bill each line/charge separately. Once billed, the insurance company does not always process these
  bills in order, at the same time, and can even deny a portion for additional information. Due to this,
  charges are not always paid at the same time. We keep the account up-to-date with balance and
  payment information as we receive it, which is viewable/accessible via the link. In addition, the patient
  receives EOBs from their insurance company showing which provider billed, when and if the claim was
  paid or denied, and the amount that the patient is responsible for. Patients normally receive EOBs prior
  to the billing company receiving payment, so the patients receive advance notice of what to expect.
  When the patient received the first text message, he should’ve already received notification from his
  insurance company with the same information.
  Below is a summary of the attempts made on the account, including notes from the billing company,
  collection agency, and the administrative office. Please note there are a total of 3 Line Charges, and that
  “Statement Created” is referencing the online statement and account updates (all viewable online), and
  ques the system for the next step (to send a text, mail a statement, or call):
  03.16.23 – UHC was billed for all 3 Charge Lines
  03.30.23 – UHC pd Line 1 Charge (pt responsibility for this line is $26.64)
  03.30.23 – Statement Created
  03.31.23 – Text Message Sent (Delivered to ************)
  04.06.23 – UHC pd Line 3 Charge (pt responsibility for this line is $98.42)
  04.06.23 – Text Message Sent (Delivered to ************)
  04.19.23 – UHC denied Line 2 Charge for additional information
  04.20.23 – Additional information submitted to UHC for Line 2 Charge
  05.01.23 – Statement Created
  05.03.23 – Text Message Sent (Delivered to ************)
  05.04.23 – UHC pd Line 2 Charge (pt responsibility for this line is $0.00)
  05.08.23 – Patient called billing office:
  Patient called to verify account. Verified account balance. He requested a statement.
  Statement sent.
  06.01.23 – Statement Created
  06.16.23 – Outbound call (got answering machine)
  06.27.23 – Line 1 Charge placed in review for collections
  07.01.23 – Statement Created
  07.02.23 – Text Message Sent (Undeliverable to ************)
  After review, the patient did not “opt out”. When we receive “undeliverable”, it could
  be either that the number was changed or we may have been blocked.
  07.03.23 – Statement Printed and mailed
  07.18.23 – Patient called billing office:
  Patient said he was trying to make a payment by bank, but it said address is invalid.
  Verified address. I offered to take a payment via credit or debit card. He stated he will
  get back to us for payment.
  07.18.23 – Patient called administrative office:
  Patient insisting to pay his bill here, instead of through the “fly-by-night billing
  company”. Assured him the billing office is legit and that we have no way to accept
  payments here – offered number to billing company, but he stated he already has it
  from our voicemail (voicemail notifies that we cannot accept payments here and gives
  number to billing company). He asked what a lockbox is – I explained. He stated he
  wanted to pay via *****’s website only, but the website doesn’t recognize the lockbox
  address, so he wants a different address. Verified the lockbox address he has is
  correct. Notified there’s no other address available and advised that he reach out to
  ***** if he can only pay via their website, to see if he has to input it differently, or
  what the issue might be. He started being very rude. He then stated will only pay
  through *****’s website and “it’ll be your fault if we don’t receive payment!” and
  disconnected the call.
  07.25.23 – Patient pd $98.42
  07.28.23 – Collection agency received account (Line 1 Charge) for $26.64
  07.30.23 – Collection agency mailed statement
  08.11.23 – Patient called billing office:
  Patient asked why he was sent to collections. Advised he only paid part of his bill. He
  said he never received this bill and refused to confirm his address. He got quite upset
  and asked for a supervisor. Patient hung up while on hold.
  08.11.23 – Patient called administrative office:
  Patient demanded a return call, as he’s upset about being sent to collections (per prior
  discussion and notice on voicemail, we do not handle the billing at this office). Upon
  review, I found he reached out to the billing office after leaving a message here. Upon
  further review, it appears his account was handled correctly. The balance that was
  sent to collections was his initial bill, which was billed numerous times. He even
  verified his account on 5/8/23.
  08.11.23 – Patient called collection agency:
  The patient called on 8/11/23 and advised that he’s disputing the account, stating
  he’s been trying to contact the client many times about this account, states he never
  received a bill, and will mail the payment to us.
  08.16.23 – Collection agency received payment
  In regard to the patient making several attempts, we’ve been billing since March, but it appears that he
  only called the billing office twice (on 5/8 and 7/18), prior to being sent to collections. In regard to the
  patient stating he never received a statement for the $26.64 (Line 1 charge), I show he received 4 via
  text/mail. Accounts typically receive 3 bills before being sent to collections for non-payment. Upon
  review, collection on the balance for Line 1 was attempted 5 times on the following dates: 3/31, 4/6, 5/3,
  5/8, and 6/16, with no success in receiving payment, even after discussing the balance with the patient
  on 5/8. It was placed in review for collections on 6/27. Due to the patient calling in on 5/8, they allowed
  a little more time as a courtesy, prior to sending to collections on 7/28. Line 2 ($98.42) was attempted 7
  times on 4/6, 5/3, 5/8, 6/16, 7/2, 7/3, and 7/18, with no success in receiving any payment until 7/25,
  which kept it from being sent to collections. The attempts on both Line Charges are in addition to the
  notifications from his insurance company, notifying him how much is due.
  We feel badly that the patient is upset and feels that we didn’t do a good job in assisting him.
  We understand that medical billing can be confusing, which can also make it very frustrating. We strive
  to help our patients understand their bills and we offer many options to assist them – we even offer
  payment plans. In this instance, we made more attempts than normal, and even gave a courtesy
  extension. We did reach out to a supervisor at the billing office to have his account “opted out” of future
  texts for any other procedures/bills he may have in the future. As far as his concern about his credit
  report, the collection agency does not submit anything to the credit agencies as long as the balance is
  paid within 35 days of them receiving the account (per the timeline above, payment was received in less
  than 35 days). We did reach out to them for Mr. *****, and confirmed that nothing was, or will be,
  reported on his account.
  We hope we’ve been able to assist in resolving this matter, and hope that the information provided was
  helpful.
  Sincerely,
  Anesthesia Associates of Lima, Inc.

  Customer Answer

  Date: 08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The link that was sent in the text message never worked. When I contacted the billing company they only informed me of 1 bill which I paid. The second bill I never received. So yes they did mail me 1 bill which I paid, they never sent me a statement for the second bill so how was I supposed to know there was an additional bill that needed to be paid. I don't work in the medical field so how am I supposed to go through what is sent to my health insurance to determine if I owe them any money, that is the purpose of the billing statement that they never sent. I believe it even shows in there long drawn out response that they never sent the second bill. So yes this fly by night billing company needs to get there act together instead of sending people to collection. Every other medical company mailed out a statement and it was paid on time. I can't pay a bill I never received. Nor did I ever receive a notice of payment due, past due anything for the second bill just a letter from a collection agency which was paid the same day it arrived. So the issue isn't with me the issue is with them and their sub pair billing agency. BTW I know what a lock box is I have just never know anyone to receive mail so don't assume that I'm some kind of idiot just because you can't do your job correctly.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/01/2023

  Hello,

  Please find our response attached.

  Thank you,

  ***

  Business Response

  Date: 09/01/2023

  [BBB Transcription via Attachment]

  We’re sorry to hear that the patient isn’t happy with our response. We’re happy to address his additional
  questions/concerns.
  1. He stated that the link didn’t work
  o In his original complaint, he stated “I received a text message that I had a bill with
  Anesthesia Associates of Lima and to follow the link to make a payment. With all the
  scams around I figured I would just wait on the paper statement”. According to this, he
  did receive the bill, but he didn’t even try the link (for privacy reasons, the links don’t
  stay active indefinitely). He knew who the bill was coming from, yet chose not to take
  action or even reach out via phone until over a month later on 5/8, at which time the
  entire account balance was verified. He chose not to take action again until 7/18.
  2. He stated he never received the second bill
  o This was actually his first bill. Per the above response, he chose to disregard the
  links/statements on this bill and not contact the office. At this point, he had received this
  bill numerous times, per our original response. The note on 5/8 verified that the account
  balance was verified and a statement was sent the same day, yet he made no additional
  attempt until almost 2 ½ months later on 7/18. Accounts typically only stay active for 3
  months with non-payment. This had been billed since 3/31.
  3. His concern about not being able to go through what is sent to his health insurance to determine
  if he owes money
  o This information is sent to you on an Explanation of Benefits (EOB). EOBs are provided to
  the members for a few reasons. One reason is so you are aware of what amount you’re
  responsible for (and to which provider/office), and another is so you can verify that the
  “patient responsibility” portion listed on the EOB matches the bill sent by the medical
  office/facility. We understand it can get overwhelming, confusing, and frustrating, but
  there are customer service representatives available to assist you and answer questions
  at both the insurance company and the billing office.
  4. The patient wasn’t happy with our “long drawn out response that they never sent the second
  bill”
  o We were being thorough and trying to provide all of the information at hand, so we
  could address any and all questions and concerns, and to show that the bill was sent
  numerous times. We apologize that he wasn’t happy with our detailed response.
  5. His comment “BTW I know what a lock box is….so don’t assume that I’m some kind of idiot just
  because you can’t do your job correctly.”
  o We are not assuming he is an idiot, nor would we ever say that about anyone. He asked
  us what it was and we were more than happy to explain it to him, and we did not treat
  him differently. Unfortunately, we cannot say that we were treated very nicely by the
  patient, but we always keep in mind how confusing and frustrating medical billing can
  be, and continued giving him the best service. We take pride in how we treat our
  patients, and are always happy to help without judgement. We do not feel that the
  billing office didn’t do their jobs correctly though. We are all human, and humans make
  mistakes, but we couldn’t find where a mistake was made in the handling of his account.
  The only issue we’re finding, is that the patient ignored the links/statements that were
  sent to him digitally, and made no effort to reach out until after the 3rd statement/link
  was sent.
  We understand he’s upset about being sent to collections. However, we hope he can understand that we
  cannot leave open balances indefinitely. We tried numerous times and even gave a courtesy extension,
  but he chose to disregard these. So they had no choice but to follow protocol after that. We would
  strongly encourage the patient to contact customer service immediately upon receiving any digital
  statement/link from any facility, as most facilities follow the same protocols and will not hold account
  balances indefinitely. We feel as if the patient just wants to feel that he’s being heard. We assure the
  patient that he is being heard, and that’s why we opened an investigation on the matter. We take
  complaints seriously, and always want to ensure that the companies we hire are performing accordingly.
  We thank him for bringing his concerns to our attention.

  Customer Answer

  Date: 09/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    It's convenient that they left the part out where I attempted to notify them by text message and then on the phone that the link didn't work. Yes I didn't click on the link after the first message. it was the third text and this was in an attempt to contact them since the text message number was the only contact info I had for them. I received 1 bill and I paid that bill there was never a second bill notifying me that I still owed money. I received 1 text message on 3/31, a reminder on 4/6 and another text on 5/3, which I then replied that the link doesn't work to please mail me a statement. I then had to call their billing office to request a statement. I then paid the statement they sent me. It is not my fault that they did not make me aware that I owed a second payment. I was never notified of a second bill by text, by phone call or by paper statement. So I ask again how can you send someone to collections for a bill that you never sent them. Customers shouldn't have to go through this because of their ****** billing. 
  Sincerely,
  
  ******* *****