Complaints

This profile includes complaints for Carepoint PC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carepoint PC

  5600 S. Quebec St Suite 312A Englewood, CO 80111

• 

  Carepoint PC

  PO Box 5607 Denver, CO 80217-5607

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:01/26/2025

  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.

  The ** doc with carepoint sevices at swedish saw me. I was unisured.According to the financial assistance policy ar Swedish their forgiveness includes the doctors seeing the patient in the ** even when they work separately inside the hospital. Carepoint sent me 3 bills only demanding pmt. I found out 3mo ago I am being garnished since 6/15/23!! I am asking for a full refund due to the situation in which this bill is included in the financial forgiveness program. The amount of bill ($4341) I am a senior citizen alone working minimum wage job and am financially falling apart; this is a big factor of that! I am demanding the refund of all garnished amounts ****. Carepoint knows the hospitals policy. They ran with bill a month after the ** visit and filed in court garnishment waiting for me to be employed! The accident was 11/9/21; hospital forgave debt on 3/28/22.DEMANDING GARNISHMENT WAGES REFUNDED

  Business Response

  Date: 02/19/2025

  The Complainant did not provide any proof of financial forgiveness by ********************** that CarePoint, P.C. fees for professional services were included in the forgiveness.  The letter the Complainant provides from ********************** does not say anything about the separate physician bills or a write-off thereof.  Further, ********************** does not have the authority to forgive or write-off fees for professional services provided by CarePoint, P.C. clinicians. CarePoint, P.C. has also not received any request from either the Complainant or ********************** to write off the Complainant's charges for the emergency medicine professional services she received in November 2021.  Further, the Complainant acknowledges that she received the services and bills therefore.  Our account notes indicate that she has never contacted CarePoint, P.C.'s billing company to discuss financial hardship or any sort of payment plan.  The account was sent to collection.  The collection agency also did not receive any requests from the Complainant regarding financial hardship or a payment plan.  It appears that the Complainant simply ignored the statements for professional services and the collection processes and notices related thereto.  We decline to refund any payments/garnishment funds that we received to date in this matter.  The Complainant  certainly may contact the collection agency to discuss this matter further.

• Initial Complaint

  Date:12/27/2023

  Type:Customer Service 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.

  This bill is incorrect. My college age son is covered our our family policy and required a separate college insurance policy. Our insurance EOB indicates that the physician billing was paid. I am not sure who they ***** and why. I have attempted to communicate this with CAREPOINT EMER MD PLLC, send them the documents, and have not received communication from them. This has now been sent to the bill collector.

  Business Response

  Date: 01/08/2024

  CarePoint Emergency Medicine, PLLC does not register patients in the hospital emergency room.  In order to bill for the physician services provided, we have to rely upon the information provided by the patient or the patient's representative to the hospital at the time the care was received.  In this case, we were provided information that the patient (the Complainant's son) was covered by BC/BS of ********.  We billed BC/BS of ******** and received an Explanation of Benefits ("***") that stated no payment was being made for the physician services provided.  Our billing company spoke to the Complainant on 9/27/2023.  The Complainant stated that the insurance company paid the physician charges.  We explained that is not the case and the *** we received denied payment.  We requested that that the Complainant send the *** showing payment of our charges as she alleged and we provided an address to which she should send the ***.  She has not sent the alleged *** showing payment, nor has she provided any information to indicate there is different insurance that should be billed.   Our records show that BC/BS was the only insurance information provided at the time of service.  We held the bill until 12/9/2023 awaiting the information from the Complainant.  The Complainant had not provided the requested information or made payment.  At this point the bill is past due and has been sent to collection.  

• Initial Complaint

  Date:11/21/2023

  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.

  After an emergency room visit in January 2023 with one of the physicians Carepoint bills for, I did not receive any bill until October, which then amounted to $3451.30. After checking with my insurance (UHC), they initially paid for the claim but then clawed it back in September because the claim was denied with following reason: "The medical records submitted do not match the services billed. The member may not be billed for the denied amount". I called Carepoint, at which point they stated that they will change the account to "under review" with no responsibility for me to pay because they will contact United Healthcare and figure it out. Last week however, I received a new bill for the same amount and now it was listed as "past due". I called Carepoint again (with evidence) and they stated again not to worry about it and that they were just about to refile the claim with United with corrected code. Just one week later, I have now received a final notice bill for the same amount from Carepoint with the threat to send this to collection agency, even though I specifically asked on the last phone call that I won't receive repeated bills until this is resolved. I checked on my insurance portal and it looks like Carepoint did refile on 11/15, but this time United Healthcare denied it on 11/19, because it was considered a duplicate claim, even indicating in the notes if this is a correction, and needs to be clearly marked as corrected or coded as a replacement. However, the final notice was issued to me the same day Carepoint refiled (and only one week after the first past due bill), without even having received the denial from United. Clearly, even though Carepoint is somewhat (and not competently) attempting to resolve the issue with the insurance provider, they are still going through with the collection process for an amount that is under review, with a possibility of affecting my credit.

  Business Response

  Date: 12/19/2023

  First, please note that billing insurance is a courtesy.  We work with insurance carriers to assist our patients.  This matter involves a dispute with the *********************** carrier.  ************* carrier paid the claim and then clawed the payment back.  We have continued to address these issues with the *********************** carrier.  Complainant has received statements to keep the Complainant informed in the matter.  The account has not been and never was sent to collection.  CarePoint will continue to try to resolve this matter with the insurance carrier.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20904129
  
  I am rejecting this response because:

  Different from the statement that Carepoint is working with my insurance provider to resolve this, my insurance states that they (Carepoint)  have not addressed the issues that they highlighted on the claim and instead chose to send the bill to me.  Carepoint last submitted a revision to the claim on 11/15 and the insurance rejected this again as stated before and nothing else seems to have been done.  Also, this complaint is not about having to pay a claim, but telling me that this is being reviewed and no payment is required at this point, but then sending me a past due and final notice bill.  In addition, yes, billing insurance is a courtesy (I work in the industry), but they are also in-network with my insurance and there is no process for me to get reimbursement for direct payments to  in-network providers. I did not claim that my account was sent to collection, but that they are moving forward with the process as clearly indicated by the wording on the final notice statement: "Protect your credit! If account is not paid within 10 days, we will turn this account to our collection agency!".  Also, while my initial past due notice listed a due date of 12/6, they sent me a final notice only one week later (issued on 11/15), now listing a past due of 11/23.

  Because of the collection threat, I paid the amount myself on 11/22.  I did leave a message the next week on their office phone number (the customer service number goes to an outsourced service that is unable to handle this) explaining the situation and expecting that they would still work with insurance and once they receive payment from them, reimburse me.  Somebody called me back, assuring somebody from billing will contact me to resolve this.  I called the same number again after a week with no call, again someone assuring me that they will notify billing.  One hour later I received an automated email notification that Carepoint is crediting the whole amount back to my card. No other communication from Carepoint.  Today I have checked the online statement section and see a new final notice statement for the same amount due on 12/23.  Mind you, this is a notice that I have not even received by mail.  So even if it comes tomorrow, I will have only 3 days to engage on this before the due date.   So now I have paid the amount due, got the money credited back to me without explanation and likely having to pay it again based on the online statement.  To claim they are keeping me informed is a bad joke.

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

  Business Response

  Date: 01/15/2024

  As stated in the initial response, CarePoint is working with the ********************************  CarePoint has adjusted the Complainants  account to zero liability for the Complainant.  CarePoint will continue to work with ********************** carrier for payment.

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

• Initial Complaint

  Date:07/25/2023

  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.

  Received services from the emergency room on 9/26/22. Provided my insurance information at that time. All of the services/providers submitted claims and were paid with exception of Carepoint. Reading through other similar complaints I understand that billing the insurance is a courtesy. They would receive payment for their services a lot quicker if they did. If they choose to submit to the patient, the bills should be itemized for the services provided instead a payment due with the patient having no idea what it was for. I have no problem submitting this bill to my carrier, but never received any except a balance due statement. And I returned that statement to Carepoint with my insurance information only to get referred to collections???

  Business Response

  Date: 08/14/2023

  CarePoint, P.C. does not register patients in the emergency department and has to rely upon the information provided by the hospital for the billing of professional fees for services provided.  In this case, there was an issue with the insurance carrier and the account should have been put on hold while the issue was resolved.  This issue is between the insurance carrier and CarePoint, P.C.  At this time all collection activity has been cancelled and there has not been any impact on the patient's credit as a result of this matter.  CarePoint, P.C. will work directly with the insurance carrier.  The patient responsibility in this matter has been reduced to $0.00. 

• Initial Complaint

  Date:03/25/2023

  Type:Customer Service 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.

  Carepoint is billing me for the attending physician related to an ER visit to ***************** in August 2022. My insurance provider *********** Blue Shield FEP) will cover the visit but Carepoint has yet to provide some additional information that BCBS has requested. My understanding is the provider database needs to be updated with the ** number of the physician, ***********************. Carepoint sends me a bill every week, and every week I call and ask them to provide the requested information to my insurance company. This is on top of my insurance company having requested the information 7 times with no response from Carepoint. The Carepoint call center refuses to let me speak to anyone else; they speak poor English, and obviously do not understand what needs to be done.

  Business Response

  Date: 04/07/2023

  CarePoint, P.C. does not register patients in the emergency department, nor does CarePoint, P.C. obtain billing information from patients at the time services are provided.  CarePoint, P.C. must rely upon the information provided by the hospital for the billing of professional services provided.  Bills are sent out while insurance claims are pending as we bill insurance as a courtesy to the patient.  I checked with our billing company and we do not have a record of repeated calls from this patient and I do not know to whom she was calling.  In any event, the matter has been processed and the patient's account balance is zero.  I trust this resolves this matter.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 was billed by CarePoint PC for an ER visit on 8/9/2022. This bill was not billed through insurance, even though they were provided with that information. At that time, the bill was *******, and I paid $550 on 10/17/2022. I then worked with the company to bill properly through insurance. Once billed properly through insurance, the actual amount that I owe is $116.88, which means they owe me $433.12. I have had to make 5 phone calls to them over the last 5 months to reconcile this issue, and each time, they fail to make any adjustment, or adjust it improperly. And each time they make an adjustment, they claim it will take ***** days to reflect any changes. After I wait 45 days, I see that again, the bill is still in error, and they are still asking me for more money. I want this bill to be adjusted immediately, and my refund sent - immediately. Not in ***** days (for the billing adjustment to be made) + ***** days (for the check to arrive). That is unacceptable. I am also being billed for another person in my family, and I can't pay this second bill until I receive this refund check, which the company is withholding. When speaking with a representative today, they threatened me with that second bill being sent to collections because it's been unpaid, when it is only the result of CarePoint's poor management of their billing staff. This is also unacceptable.

  Business Response

  Date: 04/07/2023

  CarePoint, P.C. is a physician practice and provides ***************************** to patients in emergency rooms at several ******** hospitals.  CarePoint, P.C. does not register patients and it does not obtain billing information from patients at the time services are rendered.  The hospitals register the patients and provide information to CarePoint, P.C. to bill the professional services provided.  In this case, CarePoint, P.C. was provided incorrect billing information from the hospital.  The patient paid a partial payment on the statement and provided correct billing information.  The patient's insurance paid the claim and the patient's responsibility was less than the amount the patient had previously paid.  A refund has been sent to the patient and the account balance is zero. 

  Customer Answer

  Date: 04/07/2023

   
  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:02/28/2023

  Type:Sales and Advertising 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 went to the emergency room on 09/29/21 and was admitted for 2 days. The charges were billed to both of my insurance companies. The secondary policy did not pay due to the amount being written off by the provider, so there was no amount left for the primary insurance to pay. I repeatedly called Carepoint, who handles the ******** and was told that I had a zero balance and would no longer receive bills. I was sent to collection and they are continuing to try and bill me for that amount. My insurance company has called on my behalf and provided what they have requested and they refuse to notify the collection agency that my account has a zero balance. They are a fraudulent company and I want them to be investigated.

  Business Response

  Date: 03/24/2023

  The Complainant has two insurance carriers and three dates of service.  The dates of service were9/28/2021, 9/29/2021 and 9/30/2021.  ************* carriers had to coordinate benefits before the accounts could be resolved.  ************* carriers have coordinated benefits and the balance for each date of service is now zero.  The collections account has been closed.

• Initial Complaint

  Date:02/22/2023

  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.

  Carepoint's billing office is completely incompetent. After receiving an EOB from the health insurance company, I realized I never received a bill for Carepoint's services. Therefore, I proactively called Carepoint's billing office several times to request they send an invoice to a correct mailing address; but the billing office never mailed an invoice at all. Instead, an overpriced amount for physician's services went straight to a debt collector without warning. It is unnerving to receive a debt collector's letter without ever receiving a bill. It is clear that Carepoint is trying to save money by NOT sending out invoices.

  Business Response

  Date: 02/22/2023

  The only accounts we have for the Complainant are from 2020.  None of the 2020 accounts were turned to collection.  The Complainant provided very limited information so I could only research services provided to the Complainant.  If the Complainant wishes to provide the patient name, date of birth and date of service if this complaint is about someone other than the patient, I am happy to look into this further.

  CarePoint, P.C. billing for ******************** services is based upon the information the hospital collects when it registers the patient.  CarePoint, P.C. does not register the patient.  If the information provided to or from the hospital is incorrect or incomplete in any way, that will impact billing.  We do the best we are able to do with the information provided to CarePoint, P.C.

   

• Initial Complaint

  Date:11/30/2022

  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 had to visit an emergency room in November of 2020 that I received multiple bills for that I paid, however there was another apparent charge for roughly $70. My issue isn't with the charge itself or the services that were apparently provided (I cannot remember now since this is over 2 years after this happened.) My biggest complaint is that instead of trying to reach out to me, they sent my account to a collections agency who has been charging interest. I move states about once per year and do my best to have mail forwarded to me, however I never received the supposed 3 statements they sent me. The year is 2022, almost 2023, and the only form of communication they communicate through is regular mail? This is an old-school business practice that should be revised in terms of customer service. I feel as though they do this in hopes of a customer missing making their payment so they can send it to Wakefield and Associates (their favorite collections agency per tons of other online reviews) so both companies can make even more profit. I just want to pay whatever my actual balance was and be done with both Carepoint and ********************** for good. Thank you

  Business Response

  Date: 12/16/2022

  Please understand that we are only able to send statements and correspondence to the address we have on file.  If you move and do not update your account, we have to use the address we have on file.  If there is no response, we do send the account to collection.  The Complainant had *************** in 2020 when services were rendered.  Aetna processed and paid the claim, but advised that the *****************insurance was $61.22.  The Complainant was billed three (3) times without response.  The account was turned over to collection.  The Complainant may contact the collection agency to resolve the balance due.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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.

  Went to the emergency room in 2018. In 2022 I received a call from a collection agency. I have never received this bill. I received all other bills from this hospital visit and ambulance bill. These bills were sent to my correct address and went through my insurance. This was not the case for the bills that care point is claiming I owe.The collection agency gave me the address where CarePoint had been sending this bill and the phone number they had on file. Neither of these were correct contacts for me. This is a HIPAA violation to send my medical billing to an address I do not live at. ************* did not do anything to send the bill to the correct address or call my correct phone number. If I would have received this bill it would have gone through my insurance, but it is too late to do that now.

  Business Response

  Date: 10/06/2022

  The Complainant received medical services on September 23, 2018 from which the Complainant benefitted.  ************ information was provided by Complainant at the time services were received to allow CarePoint, P.C. to bill insurance.  Statements were sent to the Complainant at the address provided at the time services were received.  The Complainant did not pay the charges for the medical care received.  The matter was sent to collection.  Additional notices were sent to the Complainant.  No statements or collection letters were ever returned as undeliverable.  On September 19, 2022, the Complainant call CarePoint, P.C.'s collection agency regarding the statements and collection letters she received.  The Complainant claimed to have insurance, but still did not provide any insurance information and at this point it is too late to bill any third party payor.  The Complainant did not timely provide insurance information, nor did the Complainant timely respond to statements and collection letters.  A settlement offer was made to the Complainant for a 20 % courtesy discount in return for immediate payment.  The Complainant declined.  Collection of these charges shall continue.  If Complainant wishes to accept the 20% discount that was offered in return for immediate payment, the Complainant may contact CarePoint, P.C.'s collection agency.  This offer will be honored for a period of 30 days.  These are valid charges and Complainant owes the charges for the care the Complainant received.