ComplaintsforHealthcare Finance Direct, LLC

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Close my account immediately. Never contact me again. Issue no more bills. This company is completely fraudulent.

  

  Business response

  05/04/2023

  Hello ******,
  
  We received *****'s complaint. We do apologize if there was any misunderstanding on behalf of Healthcare Finance Direct part of the agreement.
  
  After reviewing the account, we confirmed the account is paid in full and a paid in full letter has been emailed to the customer as well as attached to our reply. 
  
  Per the request of the customer, we have removed the phone number and email address and will not contact the customer any further. 
  
  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.
  
  Thank you

• Initial Complaint

  04/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So twice now you guys have tried taking money out of my account for $29.95 I believe and I don't even know who you guys are and never even gone through you so I'm not really sure what you're trying to take money out of my account I would like an explanation and please stop trying to withdraw money from my account would be great thanks ********. ******* 4-30-23

  

  Business response

  05/01/2023

  Hello ******,
  
  We received ********s complaint. We do apologize if there was any misunderstanding. We are the finance company that handles the monthly payments for Aspen Dental.
  
  After reviewing the account, we have confirmed that we are processing ********s monthly payments of $29.10 on the last date of the month. We have attached a copy of the finance agreement for her records.
  
  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.
  
  Thank you

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to get the account switched out of my ex-wife's name into mine they said it was done and then I find out later on it's still in her name I emailed them to try to cancel it and it says email box is full.

  

  Business response

  05/01/2023

  Hello ******,
  
  We received **** complaint. We do apologize if there was any misunderstanding regarding this request. We are not able to change ownership of an account, we can only place users as authorized on file. 
  
  After reviewing the account, we have confirmed that **** is an authorized user on file.
  
  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.
  
  Thank you

  Customer response

  05/01/2023

   I am rejecting this response because: they have been for 2 weeks now saying they're going to change ownership no matter how many times I call they won't change it in the computer Katrina Calkins my son Elijah's mother wasn't even at the appointment the dentist lady gave it to him to fill out the computer he put his mom's name she knew nothing about that he's 12 years old this is insane I was there not Katrina Calkins and I want this canceled. You cannot hold somebody liable for what a 12-year-old was given to fill out she wasn't even there that is not legal
  
  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is proof that HFD just lied on a BBB complaint. They told me I had to pay $471 and some change to get current on my account. I said okay I'll do that. In what world would someone pay a company $471 dollars and $114 in the same month? Clearly, they're not understanding that people don't have $114 + 89.30 laying around in one month. I'd never agree to pay them twice a month because I am unemployed right now. Also, I paid the full past due amount on January 5th. That's when it said my account was current. I continued to pay my 89.30 every month so no payment agreement was broken. If I paid off the balance I owed in January and I have been paying in February, March, and April there's no old balance that's due. If there were an old balance, they wouldn't have waited until now to tell me. Why would you wait to tell me I had an extra bill that's due 3 months later during a recession. You're lucky if you get anything from me at this point. Especially after you just said that you weren't going to change a payment date that I asked you to change 3 months ago unless I paid you. My screenshots are proof that I have been upholding my side of the payment arrangement. But they have not because they never updated my payment date. People do not have $114 sitting around every month. If they would have listened to how much I told them I could pay instead of tagging along late fees and trying to get paid twice a month none of this would be an issue. Their managers and employees also lie. Their managers told me he knew they took $50 from me but agreed to "add it" to my account. I'm not paying a bill that you waited 3 months later to tell me about when you said I was current. As I told *****, take some responsibility for your employees and managers lack of ability to update my account.

  

  Business response

  04/24/2023

  Hello ******,
  
  We received ********'s complaint. We do apologize that none of the resolutions we are offering is to the customers liking. 
  
  At this time the only option available is for the account to become current so we can process the one time due date change. We do see that a call was made to our office on 4/24/2023 to inform the account would be brought current on 4/28, as long as the payment of $89.30 is successful we will process the due date change to the 3rd per the request of the customer and waive the fee as a courtesy. To avoid any lapse in payments if any adjustments need to be made please contact the office at least 3 business days prior to the due date.

  We have attached the supporting documentation for the customers records.
  
  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.
  
  Thank you

  Customer response

  04/24/2023

  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.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had no idea until today that there are two different businesses taking money from my account. There's Smile Direct Club and Healthcare Finance Direct. HFD is taking a monthly payment out and any payments I make over the phone to Smile Direct is being taken out of my account but not subtracted from the balance. Which means, I am continuing to pay interest on hundreds of dollars I've already paid off but are not being added to my account. I've called four times and emailed them and no one understands what I'm saying and today Smile Direct told me I needed to call HFD and HFD told me I needed to call Smile Direct. I don't know how I'm ever going to be able to pay this account off if no one understands what I'm asking and aren't applying money to my accounts. Question. If I've paid HFD over $500 why isn't that showing up on my account as a payment? I will never recommend this company and continue to write to BBB until someone can figure out how to apply my payments to my account. Where is the money going that I've paid? I've sent an email showing Smile Direct what's happening with my bank account.

  

  Business response

  03/16/2023

  Hello ******,

  
  

  We received *******'s complaint. We do apologize for any misunderstandings this matter has caused.

  
  

  We reached out to Smile Direct Club regarding the transactions processed with their office. We see a deposit of $250.00 processed for the deposit and a $99.00 for the retainer. There were two other transactions of $300.00 and $96.42 but both were refunded. This is seen in the payment history attached.

  
  

  As of  today, ******* has processed a total of $505.48 in payments with our office. This can be seen in the payment history letter we have attached. The customers deposit and retainer transactions are paid directly to Smile Direct Club. We finance the remaining balance after deposit which is a total of $2,287.59. If the customer has proof of other payments that are not listed on either of the payment history letters, we will need a statement showing that those transactions have posted and emailed to us at [email protected] along with the application Id of 5****54.

  
  

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The smile direct club billing keeps harassing me and stealing my money from account after I fully paid my due amount.

  

  Business response

  03/14/2023

  Hello ******,

  
  

  We received this complaint. We see it is a duplicate to ID 19****30. We have already addressed the concerns in that complaint. 

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been behind on my payments due to health issues, spine issues, and dads cancer. I let them know I had no income but they did not care whatsoever. I had to stop payments to survive and feed my family. I finally got a little bit of money and decided to make a ONE TIME payment of $67 and some change and saved my card on there to make making another payment whenever I can, easier for me cause of my meds. This company then decided to take four $25.00 payments and a $176.54 one right after the other today (2/22/23) WITHOUT my permission emptying my bank account and costing me a $35.00 overdraft fee on top of it.

  

  Business response

  02/23/2023

  Hello ******,

  
  

  We received *****'s complaint. We do apologize for the inconvenience this matter has caused.

  
  

  We have reviewed the account and confirmed the past due recovery system did process the past due to attempt to prevent the account from moving forward with collections since there was no active payment arrangement on file. This payment did almost pay her account in full, leaving only $7.95 and $50.00 remaining in fees.

  
  

  As a resolution to the matter, as an exception since we are not able to refund payments processed with the past due recovery program. We would be willing to refund the fees of $100.00 and waive the remaining $50.00 in fee's if ***** calls to set up an arrangement for the remaining $7.95 to pay her account in full.

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

  Customer response

  02/23/2023

   I am rejecting this response because: its ridiculous. They cleaned out my bank account. They will not get another cent so I hope they took enough.
  
  
  

  

  Business response

  03/01/2023

  Hello ******,

  
  

  We received *****'s rejection.We do apologize for the delay on the reply.

  
  

  We have notated that ***** is rejecting our resolution to the matter. If she would like to discuss the matter further please call the office at the number below.

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

  
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started my account with Health Direct Financial in August 2021 to finance my treatment through Smile direct club. On Feb. 17th 2023 I opened my account login to pay in full, the amount showed $370.47. I paid the $370.47 which showed my account paid in full. I’ve paid a total of $1889.93 of the $1889.77. I returned to the dashboard and it is now showing that I owe $290 of the principal balance when I have in fact paid in full!! I have been paying $79.98 EVERY month since I started my account.

  

  Business response

  02/20/2023

  Hello ******,

  
  

  We received ******'s complaint. We do apologize for the confusion regarding the matter. 

  
  

  We have reviewed ******s account and confirmed the account is paid in full. It was due to an error when the customer processed the payment through the portal. This does not happen often, and we apologize. We do see ****** had called the office and this request was being worked on. 

  
  

  We have attached a payment history letter for ******s records, within several business days a paid in full letter will be sent by email as well.

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  HFD has recently started charging my credit card (2-16-2023) for an account that was closed and paid in full in December 16 of 2022. Now almost 2 months later they are trying to charge me again stating that the terms of my contract have changed and they need to bill me for $29.02. The scheduled payment has been set up of 03/16/2023. THIS IS OUTRIGHT FRAUD.

  

  Business response

  02/20/2023

  Hello ******,

  
  

  We received Iris's complaint. We do apologize for the delay and confusion regarding the matter. 

  
  

  We have reviewed the account and confirmed the account is paid in full. It was due to an error within the system. This does not happen often, and we apologize. A request for refund of the $29.02 is being worked on.

  
  

  A payment history letter will be generated once the refund has been processed and will be sent to the email on file. A paid in full letter will also be emailed within several business days.

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

• Initial Complaint

  02/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had issues with truthfulness from this business for a while. I had a remaining balance from them and could never get the correct amount. They would send me emails with various amounts including $411.92, $456.16. I called multiple times asking for a correct amount and was told it was approx $189.00. Then I told the representative that was not what I’d been receiving in my emails and asked why? They literally could not give an explanation. I said okay, I will pay off this balance but I would need something I writing stating what you all say the actual balance and confirm that I paid. They refused to agree on giving me something in writing so I told them I can’t pay what you’re telling me over the phone and then you all continue to send me different amounts in the email after it’s paid. This seemed very sketchy. So now I’m here.

  

  Business response

  02/16/2023

  Hello ******,

  
  

  We received *******'s complaint. We are sorry to hear that the situation has caused a misunderstanding on our role for financing.

  
  

  We have reviewed ******* account carefully and there are multiple factors as to notices being different amounts. The notifications will only display past due principal not including fees or interest that has accrued. The customer had an approved deferred payment during the pandemic, returned payments as well as disputed payments. Any time a payment returns for any reason the account is subject to both return and late fees. As we informed ******* through chat and call that the online portal will not display correctly due to the deferred payment, refunded payment, as well as the disputes we received. ******* has been informed on multiple occasions of possible collection activity as well as requirements for arrangements. Written documentation was provided through a payment history letter regarding balance. We also confirmed that regular notifications were being sent to both the email and phone number on file as long as this information was not changed.

  
  

  Between the months of December 2020 through March 2021 we attempted to contact ******* with only few responses regarding past due. We received notice from ******* on 06/21/2021 that they would contact the office to bring the account current for the past due. We then did not hear back until 08/18/2021 wanting to set an arrangement up but they did not have a valid payment method, they would call back. On 09/23/2021 we received a dispute from ******* bank disputing five of the transactions which put the account further past due as well as assessing additional fees. As well as a few months after this date.

  
  

  Unfortunately, our customer care representatives and supervisors did attempt to resolve the matter with ******* on different occasions to prevent further collection activity. As of 02/07/2023, the account was transferred to AmerAssist collection agency. We are not long able to assist with this account.

  
  

  If you have any additional questions, please do not hesitate to give us a call at ###-###-####.

  
  

  Thank you

  Customer response

  02/16/2023

   I am rejecting this response because:
  
  I was not informed through chat and call that the online portal would not display correctly. The last time I spoke with a representative they explicitly said they could not provide written documentation providing my latest balance. I explicitly asked for them to explain the discrepancy with what was showing in my email and what different representatives had told me what the latest balance was: I never received an answer. Communication when talking to a representative was always unsettling.

  

  Business response

  02/20/2023

  Hello ******,

  
  

  We received *******'s rejection. We are sorry to hear that ******* does not agree with the response we provided.

  
  

  We have reviewed ******* account further and have attached documentation we have regarding the inquires ******* has. 

  
  

  (2) Chat transcripts

  (1) Original Finance Agreement

  (1) Addendum

  (1) Chargeback letter

  (1) Payment History Letter

  (1) Notification Proof

  
  

  
  

  Unfortunately, we are not long able to assist with this account. 

  
  

  If you have any additional questions, please do not hesitate to contact AmerAssist at ###-###-####.

  
  

  Thank you

*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. ↩