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Business Profile

Business Services

Episource LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Business Services.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Episource calls every day and requests paperwork I have provided and gives conflicting reports of what is missing and conflicting requests for follow up documentation. It is disruptive, stressful and only create confusion with the each call. They provide no clear requests and make differing claims for why things are not accepted or approved. This business harasses and is unprofessional and threatening

    Business Response

    Date: 01/15/2025

    Dear Practice, 

    Thank you for taking the time to provide us with feedback on your experience. First, we want to apologize for the incovience. We seek to partner with practices and create a seamless and positive outreach experience. Customer concerns are taken seriously and are a top priority. Management has outeached the practice to address the concerns and have taken immediate steps to make the necessary corrections. We will continue to actively review and improve our processes and procedures to ensure we provide positive experiences throughout our outreach efforts. 

  • Initial Complaint

    Date:10/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This 'company' is constantly harassing our office. Calling 6-7 times a day and it is the same person. I have told them POLITELY that they need to fax us a request to further complete. ******* does not listen and states they 'don't have our information' but can call our number numerous times and disrupt our practice. If they are 'on behalf of United Healthcare", the insurance company needs to fax over the request themselves and not have this third-party try and get them. They need to quite calling our office and harassing.

    Business Response

    Date: 10/26/2023

    Thank you for taking the time to share feedback on your recent experience. We are in the process of addressing this concern directly with the practice. We hear your frustrations and are using your feedback to make additional changes to our outreach process to ensure a positive provider experience. 

    Customer Answer

    Date: 10/26/2023

     
    Complaint: 20759006

    I am rejecting this response because: the company is still contacting our office.

    Sincerely,
    ************

    Business Response

    Date: 10/26/2023

    Thank you for the follow up. Your time and attention is greatly appreciated. 

    We have worked on addressing your concerns on the requests identified per the information provided by the health plans. Management has also reached out to the practice to continue actively working on resolving the issues. 

  • Initial Complaint

    Date:09/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Continues to call my personal cell phone despite multiple attempts to have them call the office. They call every day and their callers don't speak English. They can't figure out basic technical issues and how to update a phone number.

    Business Response

    Date: 10/11/2023

    First, thank you for taking the time to share your experience and please know we take your concerns very seriously. We strive to provide excellent customer service and will use your feedback to make continuous enhancements to our Training and Quality Programs. Moreover, we have made the necessary changes to our process to ensure this matter is corrected and all outreach efforts are only directed to the practice.  

    Customer Answer

    Date: 10/11/2023

     
    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

    Date:05/25/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Episource calls my office at least ***** times every 3-4 days, requesting medical records on behalf of *****. I have already sent the records and have proof of delivery. They will not listen and still call, to the point of disrupting the customer service in my office. Now, I read in other online forums that Episource is not even a legitimate company. It is unbelievable to me that a company like Aetna would even be associated with this unprofessional organization. The phone calls are now bordering on harassment and I have asked them repeatedly NOT to call my office.

    Business Response

    Date: 08/02/2023

    Thank you for taking the time to share your feedback on your recent experience with Episource LLC.  We appreciate the opportunity to continue to work with you.  Your frustrations are acknowledged and sincerely apologize for the inconvenience this situation has caused. We will use your feedback to continuously improve our efforts and ensure future outreach efforts are productive and positive.

    Episource, Outreach Operations 

     

Episource LLC is NOT a BBB Accredited Business.

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