ComplaintsforCarbon Health Medical Group
Medical Doctor
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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On January 10, 2022, I got a Covid-19 test from Carbon Health.Starting October 5th, I suddenly started to get e-mails from Carbon Health. The e-mails stated that I owed $360 for that Covid test from over 9 months ago. $360 is an ABSURDLY high charge for a Covid test.So, I called Carbon Health. I called them many times. Most of the time I ended up waiting for a long time for them to pick up my call, only for nobody to pick up, or to get hung up on.On October 26th, I talked to 1 of their representatives for around 20 minutes.I was told that he would escalate my situation, and that he would e-mail me either the same day, or the next business day. That has not happened. Very un-professional.Since October, they have sent me again the same over-due notice. On November 4th, November 19th, and now December 4th.Horrible company.Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On two separate occasions I scheduled appointments with doctors that were cancelled at the time of the appointment. The most recent of which took place today, December 4th, 2023. I joined my appointment only to find the doctor absent. I reported this and was told the doctor would be out for the month. The doctor's availability was shown as if he would be in the office practicing. I have been charged for missed appointments more than once, even under circumstances when a provider did not show up. The particular appointment was urgent as I needed a new prescription and now will have to scramble to find another provider. If this were the first time, I might have let this go but at this point, it is a pattern.Initial Complaint
12/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been charged a recurrent charge for 9 months and I had cancelled services as I did not have insurance for the service. They continue to charge after requesting refund. I would be able to provide the other dates via my bank statement but I will not upload them here.Initial Complaint
11/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Two of my family members visited carbon health for medical services. Carbon health is an in network provider for my insurer (****************************, ppo), so these visits should have only cost the $50 copay each, for a total of $100.I am the primary insured.Patient name: ************************* DOB: 8/6/1972 Date of Service: 5/12/2023 Patient name: Reshma Bola DOB: 3/21/2018 Date of Service: 6/3/2023 Carbon billed using the wrong NPI (as ******************* resulting in being processed by my insurer as out of network visits. I have now been charged for and have paid an additional $150 per visit, for a total of $300. My insurer confirmed that carbon is in network and that the npi is the issue. For the past 5 months, I have called the billing department, as has my insurer and my employer-provided benefits advocate; none of us can reach a human in their billing department or get a human to call back. I also emailed them, received a response a few months later saying they would correct the claims with my insurer, then nothing has happened. I have also called their central support line and they say they cant do anything except refer me to their billing department. Is this something the bbb can help me resolve?Initial Complaint
11/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Carbon Health erroneously and without notice charged my HSA card on 11/10/23 for $575 for a medical appointment on August 23, 2023. Claimed from **** and ***** were processed properly by my insurance, but claims from **** and **** have caused problems for some reason. Carbon Health issued me a refund for **** but not ****, instead they appear to have received payment from both my insurance provider and myself to the point that I see a negative balance - indicating a credit, or balance owed back to me, the patient. My insurance provider could not reach anyone at Carbon Health today to resolve this. I have tried 4 different phone numbers, and been on hold for more than hour. I initially contacted Carbon Health on ***** as soon as I got an email 'thanking me for my payment'- which I did not authorize nor consent to. They did so in direct violation of their own stated policy: "Will you charge my credit card directly for any remaining balance, or send me a bill? After your visit, we will always notify you of your remaining balance before charging the credit or debit card that is linked to your account." (****************************************************************) - I received no message, email or invoice and have been stuck trying to talk to a human to resolve this issue, hence this complaint.Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Carbon Health's website has a price list. For a virtual visit, they have the price of $99. Got on the virtual visit. Was on there for less than ten minutes and was told to go into the office. Saw them claim $400+ to my insurance and I have to pay $119 out pocket. On my visit in the office the next day, they said they were not in network and had me sign a notice. Didn't have much choice since I needed care. I checked the insurance's website and they are in network plus messaged and called them to confirm that they are indeed in network. The bill for the in office plus lab work submitted was $600+ and out of pocket was $210. The latter visit was high but I got a real professional actually doing something and there was lab work which was really a $350+ covid, flu and rsv test. Called them to get more info on charges. They said prices are for people who don't have insurance so they charge more to insurance holders. So they make more money off the insurance carriers and insureds by inflating the prices. At the end of the day, insureds are screwed.Initial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received a bill 2 months ago from Carbon health for my visit when I had an emergency and had a cut on my hands. I had anthem ********** at the time and they took my ** pay when I entered carbon health and didn't mention anything about ********** not being included in their system anymore.After I received the bill I called carbon health, and on re**rded line the lady said they are only charging me like $240 for both visits and so I paid the balance. She told me my full ac**unt is now paid off and there is nothing to worry about because it's a 0 balance.I then have Carbon Health draft $207 from my ac**unt a month later trying to say I owe more for the visit. My se**nd visit all they did was change my bandages and that's it. After Carbon Health helped with my first visit, they said **me back a few days later so they can change the bandaging. They didn't do anything else.Now Carbon Health is trying to charge me an extra $207 after on a re**rded line I was told my ac**unt is already paid off. This should be illegal and I spoke with carbon health who even said that the se**nd visit shouldn't be charged since it was them removing my bandages and that's it.I submitted a claim with my bank but getting no help from Carbon Health. Carbon Health said on a re**rded line multiple times that my ac**unt was fully paid off and the $207 should not have been charged. Carbon Health deducted the $207 from my ac**unt again after I disputed the claim. I am very upset at the unprofessional tactics of carbon health and want my full refund of $207 returned to me. Please escalate this so I can my $207 refunded to me as it's illegal for Carbon Health to tell me my ac**unt is paid off and then charge my card $207 without my permissionInitial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was charged with the wrong medical code for at least 3 medical visits. The bill is way higher than it should be. I emailed the company and nobody replied to me, and they dont pick your calls.Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Impossible to pay a medical bill and they representatives are unsupportive. At first my son and myself were told he didn't exist, after 5 phone calls they were able to find him and confirm the bill, never once did they follow up with us. They have tried to bill my spending account 11 times with an internal error, turns out the error is that they are charging $0.00 which is going through and not denied. They want us to just send in a check to some random address, claiming its because they are having problems with that location, when in reality they are having problems charging the proper amount. The whole experience has been super shady from him not existing, to them eventually acknowledge it's on their end but yet they keep telling us were past due.Initial Complaint
11/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went to Carbon Health in ************* on April 26th 2022. Soon after I paid my invoice on my ************* portal. A check was sent to them. In August of 2022 I noticed that there was still a charge for the April visit when I had to dispute a double charge for a different visit. At that time I connected the billing agent at carbon with an insurance agent from my insurance to resend a check to them since the money was already removed from my HSA account. I thought it was resolved. 6 months later I receive an email about an overdue bill. I reach out to their email to explain I have already resolved this. It was placed on hold for them to look into it. They did not follow up. Months later I receive an invoice for the same bill. I email and no response. Every two weeks I follow this pattern, they email, I respond, no one follows up. The last email I got threatened to send the bill to collections so I called them. I finally got through for them to say they would look into it and respond in 24 hours. They sent me an email from a completely different email then advertised on all of the billing websites, emails and on the automated phone message. No follow up as promised and I get another notification about the bill going to collections. I reach out to all emails that I have and hear nothing back . I have called them and received no answer. I want them to remove this payment from my account. I paid them and if they dont have the check they need to reach out to the insurance company. They have documents that I sent in showing I paid the bill through HSA. That was sent in August/ September of 2022.
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Customer Complaints Summary
64 total complaints in the last 3 years.
38 complaints closed in the last 12 months.