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:05/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  TLDR: I was billed incorrectly - clinic telling me told me that my follow-up visit is at no charge at all, yet I am being charged for that visit. I have an escalation with the customer service billing team but they initially refused to listen, then started an escalation but now continue to say that I might be charged for my visit. They have not provided any definitive resolution.Details:I visited Carbon Health in ******, Ma on Apr 11 and paid $75 copay. My insurance offers a flat $75 for a visit. I was supposed to come back on Apr 22 for a follow-up to get sutures removed. The provider said the suture removal counts as a continuation of same visit as Apr 11 so no new charge / payment for Apr 22 would be required.On Apr 22, they asked me to pay $75 again at the clinic initially. I informed them of what I was told on Apr 11. The provider and front desk had some back and forths, but the provider came and told me it's been resolved and I am not supposed to pay anything for the Apr 22 visit. I went ahead and completed the treatment.On May 3, I receive an email that I have to pay $75 for my Apr 22 visit. I called the customer service at 2:31 pm to start an escalation and hold off the payment. Call got cut off. At 2:59 pm I called again, and they confirmed they have received the escalation and that they will hold off the payment till May 28. At 7:09 pm, they called me to inform that I owe the $75 and I reminded them of what the clinic told me on Apr 22 - so they reescalated again.That same night I got charged the $75 despite what the customer service team told me. 10 days later, on May 13, I have received a refund "temporarily" on the $75 but customer service still has not removed the charge from my bill saying that I may get charged on May 28.

• Initial Complaint

  Date:12/11/2023

  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 visited for a covid test in July 2022 and November 2022 under the impression that I wouldn't be charged for the services. They should've been free, and if not, I have insurance that should've covered it. But then very recently I was contacted through email that I owe them $295 and have no idea why. I replaced my debit card to avoid being charged but they seemed to find my new one and attempted to charge that one. I contacted my bank to block any more charges from them, and then I received an email from Carbon threatening me that if I didn't pay, it would be sent to collections. At no point did they ever inform me of a charge and after reading other people's complaints, I understand that this business is running a scam and trying to steal money from people.

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 took an in person Covid test on 09/25/2021 from Carbon Health. Two years later I received a bill for $10.00. By law the Covid test should be provided at no cost. After emailing the Carbon ***** billing department, providing a link to the law, and my insurance information, I keep getting bills. The last one dated 09/15/2023 says Ill be sent to collections. This is fraud and Id like the bill removed from my account. I'd be happy to speak to the customer over the phone to resolve the issue.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Went for an urgent care visit. Carbon health submitted my claim as a new office visit so now my health care will not **ver any of the **st because it was **ded in**rrectly. Carbon health will not answer any phone calls, after sitting on hold for 10+ minutes it dis**nnects. I have sent 2 emails and have not gotten a response in almost 3 weeks. My out of network ** pay is 50 dollars and carbon health is over charging me by $169 for **ding my visit in**rrectly

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited Carbon Health on 3/16/21 with my entire family for Covid tests. I am not being billed $23.52 over 2 years later. They said the test was covered by insurance at the time, which they have said they billed. I shouldnt be responsible for this.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This medical group is grossly incompetent with billing. Today I received a notice that I would be billed for services from LAST YEAR. One of which(10/18/22) was paid but they claim was denied by Anthem which is untrue because the claim was submitted to ********** and PAID on top of that they increased the price to $149 but billed me originally for $99 (I filed a complaint with insurance because this is frankly egregious that a provider can do this) on top of that they said they didn't recognize the provider billed (********************* vs *************************) which I then sent proof that the service date was billed under ***** but rendered by *****. The billing rep said it would take 10 days and she couldn't suspend the demanded auto payments because she was not equipped to do so by Carbon. Two other dates 9/26/22 and 10/3/22 are now being demanded to pay $149 each (which is funny because the original bills were $99) so now they're charging today's rates for services from last year. I think there's a word for changing the price of something months after the fact and hoping somebody would be stupid enough to pay. If these dates of service were denied why was I not informed so I could work with my insurance IN REAL TIME vs. months after the fact? Once they alerted me I filed grievances with insurance and IMRs for those service dates. I want some answers and these folks need to be held accountable for their billing practices.

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 visited Carbon Health on March 22, 2023 for an annual physical. I chose this provider because my insurance was listed as accepted on their webpage. My insurance covers annual physicals at 100% cost for in-network providers. I received an email on April 17 that my appointment was out of network and my responsibility would be $500 and that I would be billed in 3 days. When I was able to get through to a customer service representative, I was informed that between the time when I booked my appointment and when the appointment itself, the contract with my insurance company (Anthem) had expired. I was never made aware of this leading ** to my appointment nor was I told when I checked in or out the day of my physical. I sent an email on April 17th stating that this was an error on the part of Carbon health but that I would contact my insurance company to see what could be done and specifically stated in my email "I do not authorize my card to be charged while this is sorted out.". The customer service representative stated that I did not have a card on file and therefore could not be charged but that he would put a note in my account that my insurance company estimated 30 days before any update on the matter. I was charged $500 on April 29th, I tried to call Carbon health but could not get through to anyone. I sent a follow up email that day restating my conversation with the customer service rep and mentioning my prior email. I have had no success in getting in touch with Carbon health since the bill and have resorted to disputing the charge with my credit card company. I am requesting Carbon Health to absolve me of this debt as the error was 100% their responsibility. They had every opportunity to inform me that my insurance would no longer be accepted leading ** to my appointment and yet they did not and instead sent me a surprise bill and charged me without notice. I hope this matter is resolved promptly.

• Initial Complaint

  Date:04/24/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 would like to file a complaint against Carbon Health - ******************************** Alamitos, ** 90720.Carbon Health informed me they were in-network for my insurance, Anthem, when I took my son in for a school injury. I had visited them a couple of months before and they were in-network, but I double checked, like I always do. Carbon took my co-pay and attended to my son. As Carbon was in-network I returned two days later with my daughter. Again Carbon told me they were in-network, again they took my copay and attended to my daughter. My insurance does not cover any out-of-network costs hence me double checking and returning with my other child to an in-network provider. If Carbon Health had informed me they were not in my network, as they were legally obliged to do, I would have taken my children elsewhere. One day after Carbon submitted the claim to Anthem they emailed me stating Anthem chose not to be in network with ** and did not cover your claim" Carbon Health then directed me to pay $475.00 within a couple of days. I then received the exact same email for my daughter's visit which meant with my co-pay of $25 for each child Carbon Health was billing me $1000 due immediately. As you can imagine I was completely shocked. I called Carbon Health who said they had told Anthem they want more money for their claims so Anthem deceived to no longer contract with them from MARCH 17th, 2023. I took my children in on APRIL 10th & APRIL 12. Carbon Health was well aware they were no longer in-network with Anthem but informed me they were and processed my co-pay as normal. Carbon Health tried to push the blame onto Anthem however I made it very clear Carbon Health themselves are in violation of law *** 2022. There are laws to protect ** from this kind of ************* and they smashed them apart. This is outrageous and more importantly, this is illegal!