ComplaintsforCareNow

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I went to CareNow in ******, ** for two separate *** tests required for my air travel. I offered to pay at the time of service but was told by their staff that since I was uninsured it might be without charge. Months later I received a bill for the tests. The first one for $141 and the second one, for the same test, for $423. So, I was obviously being charged for something in addition to the *** tests.I called ******* Services and explained that there was an error in the bill. I offered to pay for the tests immediately, but not for anything else. I added that I was uninsured, whereas again I was told there might be consideration for that in the billing. I never heard anything back and a month later received the exact same bill. So obviously speaking with ******* Services achieved nothing. I have tried to find a customer service email, without success.All I want is a proper bill for the *** tests, upon which I will provide prompt payment. And since the first test was $141 this bill should not exceed $282. Account number is *******.

  Business response

  02/10/2023

  BBB ID Number : ********
  Complaint: 
  I went to CareNow in ******, ** for two separate *** tests required for my air travel. I offered to pay at the time of service but was told by their staff that since I was uninsured it might be without charge. Months later I received a bill for the tests. The first one for $141 and the second one, for the same test, for $423. So, I was obviously being charged for something in addition to the *** tests.I called ******* Services and explained that there was an error in the bill. I offered to pay for the tests immediately, but not for anything else. I added that I was uninsured, whereas again I was told there might be consideration for that in the billing. I never heard anything back and a month later received the exact same bill. So obviously speaking with ******* Services achieved nothing. I have tried to find a customer service email, without success. All I want is a proper bill for the *** tests, upon which I will provide prompt payment. And since the first test was $141 this bill should not exceed $282. Account number is *******.
  
  Response: 
  The clinic took care of the request for this patient. Pt was treated timely and informed on multiple occasions that he would be financially responsible for testing if the ******** HRSA program or Cares Act where to deny payment for any reason. Pt chose not to share that he had active insurance in hope that he would be able to get the test paid for through the *****************. Per the notes below, you will see that the patient **************** actually had insurance at the time of service. The ***************** has chosen not to pay for testing as the cares act is solely for non-insured residents of ********. This was not the clinic or company, this was the patient not being honest about whether or not he was insured. ***************** has denied both HRSA claims. The claims where then sent to the patients **************** who has not paid the full cost. The remaining balance is due by the patient.  This means that the patient is responsible for the bill, which is accurate. Pt was made aware not only by staff, but by signing the financial agreement that he was choosing to use HRSA program. Pt states clearly in paperwork that he DOES NOT HAVE INSURANCE.  We cannot force someone to do the right thing, we can only provide them the information to make an informed decision and in this case I do believe that we did out part as a clinic to help the patient. Had he provided us with his insurance we could have accurately billed and charged at the time of service.  Please reconsider the low grade on our clinic as we are a staple in the ****** community and this grade does not accurately reflect CareNow ****** or its staff. 
  
  Please see notes from our billing department below  
   
  
  Thank you in advance for your consideration. 
  
  Sincerely, 
  *********************;
  Center Manager 
  CareNow ******
  

  
  

  Customer response

  02/27/2023

   
  Complaint: 18405072
  
  I am rejecting this response because:

   

  My response to the comments by Ms. ********************* are as follows.

   

  If ************** had actually read my complaint and did even one minute's research she would see that I was never complaining about being billed. As it says in my complaint, I was charged $141 for one test and $432 for the exact same test. She should have easily recognized that there was an error in this billing. If she had done her research she would have seen that for one of the tests I was incorrectly charged with an office visit.  That was the information that I was given by the help line.  I asked that this be reviewed and the billing be revised.

   

  The following month I received the same bill, without any change.  Perhaps this is what ************** refers to as my being informed on multiple occasions that I was responsible for payment, by sending me two incorrect bills.  So at this point I elected to file a complaint with BBB.  Oddly enough, shortly after my complaint, I received an adjusted bill for $381. Not sure how they came up with that total and was more than what I thought I should be billed, but I paid it on Dec. 13, 2022.  And not sure if ************** is even aware that I had made a payment.

   

  She had the golden opportunity to explain that there had been an error in the billing. But rather than do that, she chose to attack me personally by calling me dishonest and lying on my paperwork regarding insurance. The fact is, I DID NOT have insurance, and therefore did not misrepresent myself.  Fact is, I had never even heard of the Cares Act until I submitted my paperwork and prepared to pay. It was the receptionist at the clinic who first apprised me of the program for those without insurance.  And I repeat, I DID NOT have insurance. I have no idea where anyone got the idea that i did have insurance, but it is obviously in error.

   

  If CareNow had not responded I would have been content that our business was concluded.  However, with ************** response, I now know that I am eligible for the **** program because I did not have insurance. Therefore, the $381 that I paid in December should be refunded to me. If they think otherwise, please give me the name and number of whomever I am suspected of having a policy with. If someone is paying a premium, it certainly isn't me. Feel free to provide me with this information by mail or email.  This needs to be reviewed again, and most likely by someone other than Ms. ***************************************** style="font-size: 10pt; font-family: Helvetica, sans-serif;"> 

  Regards,

  ***************************

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

  Business response

  06/01/2023

  Dear **************** and BBB.
  
  This is not a platform for personal attacks on ones person. I am simply providing you with the requested information that I have been given. The cost for the 1st visit on 06/07/2021 was a mid-complexity visit. The patient did not just show up for Covid testing, there where multiple tests and treatments carried out.. I cannot and will not elaborate on the treatment received because of HIPPA Laws. The patient was seen on 12.16.21 for a Covid only test. This explains the difference in cost. If you have any additional billing questions as this is not handled at the clinic level please contact ************. 
  
  All the best. 
  *********************; 
  Center Manager 
  CareNow *********** ******. 
  

  
  

  Customer response

  06/01/2023

   
  Complaint: 18405072
  
  I am rejecting this response because:

  ************** assertion that I came to the facility for other than a Covid test is 100 percent false. That is the absolute only reason that I was there, to get a Covid test required for my travel. If any other service was rendered it was without my knowledge or approval.
  

  She is also incorrect in her previous claim that I was insured and withheld that information. I was uninsured both times that I came to the facility for a Covid test. She is free to provide me with the name and policy number of the insurance company.

  I reject their response and maintain CareNow is deserving of the 1-Star review.

  Sincerely,

  ***************************

*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. ↩