ComplaintsforGenesisCare USA, Inc.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dr, C. billing department charged us for a New Patient Visit (99204) and Nasal Endoscopy (31231) on 12/19/2022. We paid our portion of this at the tine of service. They submitted the claim to our insure BCBS. BCBS paid this then did a take back of their payment as they identified we were an ESTABLISHED Patent with the company. The billing department needed to submit a corrected claim to change the New Patient code to an Established code (99214). We first learned of this May 2023 during a follow up appointment when the Receptionist told us we had a balance. We stated we didn't because if we paid the higher level office visit and now you had to down code, we are due a refund. She directed us to the billing department. We dealt with Betty for several months with no resolution, asked to speak to her Supervisor Diana, which never happened. We called BCBS and they advised the office submitted 4 different claims all were incorrect, one claim even show we had a secondary policy with a secondary monies paid. This monied is what I had overpaid at the time of service. As we were monitoring the claims with BCBS waiting for the corrected claim to be submitted, we received our first bill from Dr. C. office for $111.22/ We called the office and spoke with Betty again and she stated this wasn't covered by insurance. We advised her the insurance has paid almost 1 year of 99214's for follow up's to their office this is a covered charge. I Again, asked to speak to Supervisor Diana. Again, no return calls. I contacted their Administrator, Kim P. Explain the issue to her and she stated she will look into this. BCBSIL called and personally spoke to Kim P. and explained what was going on and that her department needed to submit the claim correctly so it can be paid. Kim stated to us and to Paige at BC she will hold the account until the billing department clears this up. Then on March 1/ 2024 we received a call from Wendy at a Collection Agency. Per Wendy this is for DFOS 12/19/2023. Explain to her our insurance had paid that claim in full and we didn't owe anything. March 4. 2024 we called BCBS and Sonia personally called Kim P. and left her a detail messed to remove this from collections as it was paid in full and Pt had no responsibility and also informed Kim that for the DO 12/19/2022 the corrected claim was finally and to allow 14 days to receive payment. Sonia also informed Kim that BCBS Rep Tayna had spoken to her billing department on 2/19/24 and 2/22/2024 that they finally received the claim and it would be paid. Then they still intentionally sent the account to collections. The billing department sent the incorrect date, another error on their part. As per BCBS stated to us, the Dr's office is fortunate BCBS is still willing to pay since it is past timely filing, then they would receive no payment from the insurance or Patient.. Called the office and Kim several times and even Corporate and no one will answer our calls or return nessages, they have blocked our phone number, Kim P. took it upon herself to interfeer with our medical care and cancel a June 2024 appointment that was just made in December 2023 as Dr., C. wanted to follow up as we are still having inflammation since surgery. Now, BCBS did finally pay on 3/8/24 but only for the 31231 leaving a balance for us to pay $56.39 which was already paid at the time of service. BCBS denied the 99214 as a DUPLICATE as the billing department needs to send in a voided original claim so they can pay for the 99214. Unfortunately, at this time we are not getting through to the billing department no is BCBS as they have called several time and explained how to file this claim so they can pay for it. This is unacceptable with their lack of knowledge to file a clean claim and end up sending a Patient to collections when in FACT they owe us money back as we paid against the higher level office visit. We, including BCBS have exhausted all effort on having them file this claim correctly. Your assistance is appreciated as well as having this account removed from collections with an erroneous amount of $111.22 and then Diana "found" an additional amount owed by the Patient for this claim. The more the account is touch the more of a mess it becomes. Our deductible and out of pocket was 100% met so we do not owe for the office visit, 99214. They are contracted with BCBS and accept assignment, therefore, this should have never been sent to collections since they can't bill correctly. Nor should Kim P. have interfered in our medical care. The behavior of this office is unprofessional, un ethical and unacceptable. With their deliberate lack of disrespect to BCBS directions on how to fie this claim to be reimbursed, they are maliciously attacking the Patientps character by interfering with the medical appointment, sendimg this a collection agency as they feel its easier to do this and have the Patient pay then file the claim the correct way and be reimbursed by the contracted Payer. Bottom line, this needs to be removed from collections, we been to be refunded and hey need to submit the claim correctly to the insurance and they have been told several times by BCBS and how to do it. Thank you.
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been sent to collection for a medical bill that I have paid by phone. I have the email confirmation.I am receiving a second time a bill for ****** dollars that again was paid by phone. This bill was paid by phone and the email confirmation never came to my mailbox as expected. I have confirmation number. From the reviews that are available online, it is reported that Genesiscare have defraud their client by charging for their services multiple times. Please help me resolve this issues. And maybe help stoping them from continuing their fraudulous scheme. Thank you in advance *******************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 24th 2023 I had a ** Scan at the office of *********** of Ear, ************* Specialists of *******, part of the GenesisCare network. I was told by one of the ladies in the office that my insurance, Aetna, did not cover the cost of the ** scan and that I would need to pay $267 for the scan. I paid $267 with my credit card for the scan on the day of my visit, 4/24. On May 10th I received an email from Aetna with my explanation of benefits (EOB). It was there that I saw that Aetna paid for my ** scan and my out of pocket cost for the scan is $0. I called Aetna on May 11th to verify this and the rep confirmed that my cost is $0. While I was on the phone, the Aetna rep put my call on hold and phoned ***** in billing at Ear, ************* Specialists of *******, part of the GenesisCare network to confirm my $0 cost. I phoned ***** on three separate occasions, May 24th, 30th and the first week of June, wanting to know when I would be refunded my $267. She kept giving me the runaround. My last call to her in June (I forget the exact date) she told me the refunds come from their parent company GenesisCare and that there was some sort of glitch with GenesisCares system. She then gave me the phone number for billing at GenesisCare. I spoke to ***** and she confirmed that there is some sort of problem with their system and that they can't issue refunds. That this problem will not be resolved for at least a month, maybe longer, is what ***** told me. This is a horrible business practice. They should not have charged me in the first place because my insurance paid for the ** scan. My account number is: ESF ******. Please help me to get my refund of $267. This issue has been going on for 7 weeks now. Thank you.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Genesiscare USA of Florida, Lic S204 Dudak And Dudak, PLLC has been hounding me since 2021 about a payment of $14.97 (which I made, on time, on Jul 23, 2021 after receiving their first payment request). Since then, I have called their company, mailed proof of payment (at my own expense), emailed their office to request them to cease and desist and yet, have just received (for the 4th of 5th time,) yet another statement requesting payment of this so-called "outstanding" balance for services received on 12/15/2020. I need your help in resolving this issue!

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This is a poor customer service issue not a billing dispute. They wish for a $40.00 bill to be paid. I made out a check for the amount to them on May 12th and sent it via US Mail. It is marked to the attention of the Office Manager, Genesis Care, 842 Sunset Lake Blvd., Ste 403, Venice, FL 34292. When I visited that address June 28, 2021 it was known as RTR Urology. To date, the check has not been cashed. Genesis Care has not responded to my voice mail message or the message I sent them through their online website regarding this. I made a second telephone call attempt but no one answered. The letter enclosed with my check specifically details the issue. I only became aware of this bill after a credit monitoring service made me aware. I was never notified by RTR Urology or Genesis Care of the issue. This could have been resolved by a simple telephone call or collecting the payment during the June 28th visit. My correct telephone number is listed on paperwork I was provided during the June 28th visit.

*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. ↩