Complaints

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:03/11/2024

  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 had an outpatient surgery at St. Vincent's Hospital in Middleburg, FL in ***** HNI Medical Services sent me a bill for $******. I had already met my deductible for the year. When I contacted BCBS, they told me that the claim was denied due to a coding error. I tried contacting HNI Medical Services multiple times, but never received a return phone call or email. They never fixed the coding error and have sent the bill to collections.

  Customer Answer

  Date: 03/12/2024

  Please see the attached HIPAA form filled out.  I do not have access to a fax machine.

  Business Response

  Date: 03/27/2024

  We researched this account, and the patient’s charges should have been corrected and refiled to the payor.  The patient should not have received a bill.  We have recalled the account from FCOA, and reached out to our third-party vendor to confirm the account has been recalled. We sincerely apologize for the inconvenience.  Please let us know if any additional information is needed.

  Customer Answer

  Date: 03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** ******

   

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  On 7/14/2023 I checked my credit report and discovered two new collections placed on my report by a Credit management company listing HNI medical services as the Original Creditor on 2/2023. Fortunately, I was still able to access all my claims from 2021. I Discovered ***** ***** ********** ******** had submitted a claim that was partially paid, under ********/******** regulations and the State of *******, Providers are not allowed to bill me the difference. However, HNI Medical Services which was at that time an affiliate of the HNI Medical Services of ******* ( a medical group) which the provider at the Hospital was also a member of at the time, resubmitted the services not paid under the claim using HNI Medical Services as the provider. They resubmitted a total of 5 separate new claims on different days and for different amounts using a variety of different reasons under 4 of the same billing codes. As a result, 3 ended up getting paid and two were denied. They then placed the two that were denied as two separate collection accounts. they not only double-dipped, but now they are trying to triple-dip. This is called abusive billing Practices by *** and these types of creative billing carry sanctions. But that's not why I'm here for it, I'm here over the two collection accounts one in the amount of 943.00 and the other 938.00. As a Dual Eligible ******** and ******** Special Needs Plan beneficiary this debt is uncollectable and improper. I have attempted to contact HNI on several occasions and ***** ***** ********** ******** and they have ignored my messages and haven't returned any of my calls. what would resolve this issue, and I cant only speak for myself is to have them immediately remove those two collection accounts from my report.

  Business Response

  Date: 07/31/2023

  Good morning,

  We are in receipt of this complaint, and I have forwarded it our internal department to address with our third-party biller. We will investigate as quickly as possible and provide an update to the BBB.

   

  Thank you.

  Customer Answer

  Date: 08/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The message is telling me to choose a response on whether or not I accept the resolution. Since there is no resolution as of yet, I chose reject response. 

  Regards,

  ***** ******

  Business Response

  Date: 08/15/2023

  After review with our internal billing team and our client facility ***** ***** ********** ******, it was determined that the patient’s initial visits (4/4/21 and 4/5/21) were denied in error as not covered by **** ** ******** (same for ***** *****). When our charges were denied, ********, previous third-party billing vendor, dropped these dates of service to patient responsibility, sent a statement, and final notice.  HNI is unable to review the phone records or notes from ******** since ******** is no longer HNI's third-party billing company.  ******** did send these dates of service to ****. HNI filed these charges correctly, but ******** did not refile when they were denied and followed their normal protocol to send a bill to the patient for assistance.  After becoming aware of this matter, HNI has recalled this account from **** and closed this account.  We are sorry for the inconvenience this matter has caused.

  Customer Answer

  Date: 08/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 seen at **** ***** ******** outpatient services. I had 2 psych evals one on 8/16/2022 and 8/23/2022. ****** at the front desk of **** ***** called my insurance company (****** ****** ********) and confirmed **** ***** is IN NETWORK. She took down my insurance information through the phone and I started treatment. I received a bill for roughly $1,200.00 from HNI Medical Services. I started correspondence through email with HNI at the end of October to discuss errors with the billing. They said that the claims address was listed wrong and that I would have to call ****** to get the claims address. I explained that it was put in wrong by ****** at **** ***** and couldn’t understand how this was my fault. I spoke to a supervisor who reiterated the same thing. I called ****** ******, confirmed my insurance information and claims address. They also told me it was listed on their website. I called the HNI supervisor back and provided the correct claims address. She told me that she would correct the information and resubmit the claims. Another problem is that on your end it shows 3 psych evals, and **** ***** confirmed with me it was only 2 and that they would fax necessary paperwork to HNI to prove this. It has been 2 months and nothing is getting fixed or rectified. The reps are extremely unhelpful and I’m getting a different answer every time I try to follow up. My insurance changed in November but was valid at time of service in August. I confirmed this with ****** ******. Now I’m being told my insurance is “not valid” when it was. What is going on in your billing department? How can I get actual help from someone that understands or knows what’s going on? Why am I getting a different story every time? I provided the written response from **** ***** about only 2 psych evals and that they said they faxed it to you but no one can seem to find it or fix this issue. No one can seem to fix your billing mess up with my insurance either. Please fix this!

  Business Response

  Date: 11/30/2022

  Received this inquiry and will be contacting third-party billing company to review in detail.  How much time do we have to respond? Would like to request a least a week to review this matter and get it resolved.

   

  Thank you,

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

  Business Response

  Date: 12/04/2022

  We initially filed our claims with ****** ****** (which was the insurance provided by the patient) and they denied the claim stating they are not the correct payer/contractor.  *****, our third-party billing company, responded to an email from the patient, after she received a statement, and requested updated insurance information.  The patient responded with “I have ***** ********”.  ***** asked for a copy of her card to capture all policy information. The patient stated she did not need to update her insurance since she gave it to the facility. HNI is a vendor/contractor of the facility, and we bill separately for our services.  Upon investigating of this BBB concern and after speaking with ***** on December 2, 2022, ***** advised that the patient contacted them on December 1, 2022, and did provide updated insurance information. We are now filing with ****** ********** ******** as per the recently provided information from the patient. We regret that the patient encountered any billing issues; however, we can only work with the information provided to us.
  

  Customer Answer

  Date: 12/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   

  that is old messaging!! I have several email correspondence I can supply to you where this has been ongoing all through November and December as well as phone correspondence supplying a supervisor with claims address well before December.. I updated my insurance aerver times! ***** was a typo that I immediately told them about that was actually ******. Still no response on The fact that **** ***** facx you guys proof I only had two psych evals. I provided proof 4 times myself and you guys still submitted for 3!! Someone contact me so I can supply ALL email correspondence and post it publicly here on BBB to prove you wrong 

  Regards,

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