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ComplaintsforGreenpointMed, LLC
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Complaint Details
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Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am filing a complaint against GreenpointMed because they let my ******** enrollment expire and I have lost revenue in the approximate amount of $1770 (because 21 claims are not going to be paid). I could not figure out what was happening with my ******** payments so I started investigating what the problem was. After speaking to a ******** representative on the phone on May 5, 2024, I now believe that GPM failed to re-enroll River Rose Counseling even though numerous letters had been sent to GPM. ******** began sending letters notifying GPM of the need to re-enroll River Rose starting in January 2024. From 2/24 to 4/8, River Rose was not enrolled in ******** and has lost approximately $1770 due to unpaid claims. In addition, I have an outstanding bill ******** 7060) with GPM in the amount of $645.83 that I am unable to pay due to the negligence shown my account. While this may not be much money to GPM, I am a single owner small business in private practice and that is 2 pay periods of salary for me!I don't believe I was enrolled correctly with ******** in the first place . From my understanding, when GreenpointMed first enrolled me during COVID, it was under the emergency order issued by the government at that time. However, I have discovered that emergency/temporary enrollments were not required for the pandemic. At some point, that emergency order was lifted and companies were advised to re-enroll with ********. My understanding is that ******** sent letters to the ***************** in ********** in January 2024, February 2024, and March 2024 indicating that my practice had to be reenrolled. There was no follow up and my enrollment expired. I have been in contact with *************************, the business owner to try and resolve the issue. I do not believe he is being honest about what happened with my account because of the information my new ****** has provided after multiple calls and emails to ******** representative.Business response
08/02/2024
********* was a long time client of GreenpointMed, so when her issue was first brought to our attention, we spent a significant amount of time researching the details. After a 90 minute phone call with the ******** contractor for *********'s state, the information that was provided to ********* by a former employee of GreenpointMed that is written in the complaint was proven to be inaccurate.
In fact, ******** incorrectly deactivated *********'s participation status. ******** also confirmed that no letters were ever mailed to the GreenpointMed office in the timeframe indicated in the complaint. Rather, a single letter was mailed in June, 2023, to notify ******** providers who had enrolled during COVID that an update was needed to their profile. That letter was mailed directly to the provider, and not to any 3rd parties. All of the notes from the phone call with ********, in which two supervisors from ******** participated, were provided to ********* along with reference numbers that could validate this information when calling the ******** contractor directly.
Additionally, we offered to help ********* resolve this issue based on the guidance provided by ********, at no additional cost. ********* refused our help and sought assistance elsewhere. We wish her the best of luck in getting her ******** situation straightened out.
Business response
08/02/2024
Attached are the notes provided to *********, as referenced in my response to her complaint.Customer response
08/02/2024
I am attaching my response to *************************. I am satisfied that they are waiving the invoice, however, I do not wish to withdraw my complaint until this matter (21 unpaid claims) is resolved with *********Business response
08/23/2024
Unfortunately this client is holding their complaint for an issue that did not originate with us nor did we create. The client has been shown proof in the form of contemporaneous notes that the issue in question, her ******** enrollment lapsing, was not due to the reasons she was given (that ******** mailed three physical letters to our company). In addition to providing the client with the correct reason as to why her ******** enrollment was deactivated, we also offered to resolve this for her at no additional charge. This offer was not accepted, but the steps towards resolving the issue were still given to the client. It is disappointing that this complaint remains active considering this issue was not as the result of anything we did or did not do, and we have operated entirely in good faith since the client first brought the issue to our attention in April, 2024.Customer response
08/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I do not agree fully with their response, I will accept it.
Sincerely,
*********************************
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.