Complaints

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

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Encompass Medical Group has 9 locations, listed below.

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• 

  Encompass Medical Group

  8550 Marshall Dr Lenexa, KS 66214-1505

• 

  Encompass Medical Group

  615 SW 3rd St Lees Summit, MO 64063-2212

• 

  Encompass Medical Group

  2340 E Meyer Blvd Ste 642 Kansas City, MO 64132-1110

• 

  Encompass Medical Group

  4811 S Arrowhead Dr Independence, MO 64055-6981

• 

  Encompass Medical Group

  7201 E 147th St Grandview, MO 64030-4204

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:10/22/2024

  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 have been a patient of ** ****** with the Encompass group in Independence for over 20 years. She is great! in December 2023 I was referred to ***** ********** for lab work. In June 2023 I received a letter stating the lab have not been paid due to incorrect code. I know the codes are incorrect because my insurance told me they are incorrect. I've called Encompass numerous times about this issue. My insurance also tried to speak with them and they would not speak to my insurance. I tried to speak to ** ****** assistance to get more information and finally gave me a phone number to call the billing department. I believe her name was ****** or ******** in the billing department. She is the supervisor. we began the conversation and then she hung up on me. This is after leaving 3 messages for the assistant and billing department to call me back. The supervisor (****** or ******** ) even accused me of being lying that I did not bring the documents in person. After not getting a response, I called corporate in Lenexa. Left 3 messages and never receive a phone call from the director. Per insurance this is an easy fix they just need to refile claim with the corrected codes. Not sure why Encompass is not calling back and why they are not correcting this error. Unprofessionalism from the assistant to the billing department and director. Getting a different doctor is the easy part, but the unprofessionalism, lack of care and blatant disregard for their responsibilities are beyond reproach.

  Business Response

  Date: 11/04/2024

  I have reviewed the complaint and spoke with the patient for further clarification and hope to resolve.

  He did clarify that incident happened 12/2023 and the billing collection was in 6/2024. 

  Upon further discussion the result of the billing collection was result from another company. The patient received services from another company and they had billing issues to get the codes correct. As the result Quest should have made contact with Provider if they had questions or concerns on coding the billing dept of Quest should have made contact with the provider to ensure proper billing. 

  Unfortunately the poor experience for the lack of returned calls I will be addressing directly with the office manager to make sure she understands the importance of customer service nd the patient. This information has already been communicated with our CEO and will be stressed in a meeting.

  Business Response

  Date: 12/05/2024

  Good afternoon, I had a chance to review the complaint filed by *** *****, my response and resolution is included in the response letter.  Please let me know if you have further questions or concerns.  I did leave *** ***** two messages and sent him an email letting him know of my resolution.  Best, *****

  Customer Answer

  Date: 12/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not been able to speak with an Encompass representative yet. However, ***** ******* has reached out twice and I responded but went to her voice mail. Once she calls back and speak about this then we can come to an agreement. I’m thankful for ***** trying to make it work and hopefully come to a resolution soon.

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/17/2023

  Type:Billing 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.

  My labs for my physical for 2021 have not been paid due to incorrect code. I know the codes are incorrect because my insurance told me they are incorrect. I've called Encompass numerous times about this issue. My insurance also tried to speak with them and they would not speak to my insurance. The labs were done by ***** ********** I've explained the situation to them and my account is on hold account number is *****************. I thought it would be taken care of due to this also happened in 2020 but they corrected it. They constantly tell me it will be fixed but it never is. They also never call back. Called billing ************ says I'm number 1 in que but no one answers phone I left msg no one called back this was on 2-26-2023. Called office explained situation again was told nurse would call back no one called back this was 2-17-2023. Per insurance this is an easy fix they just need to refile claim with the corrected codes. I will add my physical was done on Oct 19 2021 but my labs were done Sept 17 2021 my physical for 2020 same way labs and actual physical done on separate days. Both times incorrect codes for labs. This year 2023 my physical was done labs were done on same day which is the way I have always had my physical done my whole life. Not sure why Encompass is not calling back and why they are not correcting this error.

  Business Response

  Date: 04/06/2023

  We received complaint id# ********* regarding *** ******* lab bill from ***** *********** and
  incorrect ICD-10 codes submitted. After careful review of her lab order, speaking with *****
  and review of her insurance carrier when the lab tests were ordered, I do not believe we
  submitted any incorrect diagnosis codes. According to ***** ***********, the codes in *****ion
  went to the patient’s deductible. An adjustment of $871.22 was given as a disallowance from
  the insurance carrier and the patient was billed $82.78. None of the tests in *****ion were ‘not
  covered’.
  While we believe we did not submit incorrect ICD-10 codes, we have asked ***** to client bill
  us the lab tests and Encompass will pay for those.
  As it relates to *** ******* leaving messages that were not returned, according to my notes,
  someone from our billing department left her a message on February 26, 2023 after she called
  earlier in the day. It does not appear that call was returned to us.
  I hope we have taken care of this matter in a way that satisfies *** *******.
  Sincerely,
  ***** ** *******
  

  Customer Answer

  Date: 04/07/2023

  [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.  Just to add this was my yearly physical covered at 100% including my labs as long as Encompass takes care of the charges that ***** claims I owe I am satisfied.

  Regards,
  ****** *******

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  Found out a few days before a scheduled surgery that I was pregnant and had to cancel. In my paperwork it stated that there would be a $100 charge for cancelation unless you did not have medical clearance due to a health issue. They have billed me the $100. I have contacted the billing office and doctors office for 3 weeks and left multiple messages to see what they need and where I send it to prove the pregnancy and have the charge removed. They will not respond or speak to me. The billing department keeps telling me that I need to speak to the doctors office but the doctors office will not return my calls. I've asked to speak with supervisors at the billing office to see if they can speak to the doctors office and they are also not returning calls. This is terrible business. At least have the decency to speak to someone about the situation. They are going to turn it over to collections if I don't pay but aren't willing to even respond to my calls and questions regarding the charge. It's plain wrong and unethical.

  Business Response

  Date: 01/25/2023

  This letter is in response to complaint #******** submitted by ***** ********. I had a chance
  to speak to *** ******** as well as review her billing records. *** ******** cancelled an
  appointment for surgery two days prior to the surgery date after finding out she was pregnant.
  *** ******** had signed paperwork stating she would pay the $100 cancellation fee if she
  canceled for any reason other than medical. *** ******** reviewed the phone call attempts
  she made to Encompass Medical Group without resolution to her complaint.
  After speaking to *** ******** and reviewing the medical situation, her balance has been
  adjusted to $0 and there will be no cancellation charges required. I am attaching a copy of the
  receipt of the adjustment indicating she has a $0 balance. I believe this resolves the complaint
  completely.
  Thank you for allowing us to resolve this issue promptly. If you have any further questions
  about the complaint, please reach out as I would be happy to help.