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:02/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 would like to speak to someone in their billing practices. What they are doing is absolutely inappropriate and not a way to conduct business, especially with people that are patients that have medical bills coming in at them from everywhere. Several months ago I found a statement billed in July 2023 and I wanted to make sure that I had made that payment because again I have many medical bills coming in from having medical procedures done. When I called I was told On their recording that there was ‘no outstanding balance owed on this account at this time.” At that point I filed my July statement away assuming it’s paid with all the rest of my medical bills and figured that was the end of it. I get a call today 2/2/24 from a lady in collections ****** telling me that I owe money on this account I proceeded to tell her that I called a recording and it told me I had no balance. I didn’t know if this was a legit phone call so I decided to call the number again and got the same recording no money owed....I called the co. number and spoke to a man named ******. This was on 2/2/24. I called spoke to him about the situation and he told me that the billing practices are as follows. Only one statement gets sent out (no further statements) are sent out to patients regardless whether the bill is paid or not paid. He then proceeded to tell me that if the billing is not paid within two months it is sent off to go to collections. He also said that is why the recording said I have no outstanding balance on this account at this time was because it’s already been sent off to collections. Easily 1 statement that may or may not arrive can easily get overlooked by accident. I actually had moved back in 2017 so that $14 bill never got forwarded as well. For me to only owed $38 (one back in 2023 & 2017) that I was unaware of is unacceptable and not the way for a business to conduct their billing. People should receive a past due notice not everyone ignores their bills I pay my bills.

• Initial Complaint

  Date:04/11/2023

  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.

  I received a bill in November of 2022 for account number ****** with the date of service being 10/14/2023. I called my insurance company who informed me DXP imaging had not filed a claim for that service. On 11/28/22 I called the medical billing customer service line. They informed me they did not have the correct insurance information. Despite all other providers involved in the procedure getting the correct insurance information and billing the insurance provider in a timely manner. I provided the call center representative with the correct information. They said it could take up to three months to hear from the insurance. In February of 2023 I received a letter from their contracted debt collector Merchants Adjustment Service, INC informing me I would be sent to collections over this debt. On 2/3/23 I called the medical billing customer service line again. They informed me there was no record of my insurance information. I once again provided the correct information and was told it would be sent in as a claim. Today, 4/10/23 I received another letter from the debt collector. I called the medical billing time for a third time. Once again I was told there was no record of my insurance. I provided the correct information and was told the claim was sent to my insurance provider. I have now provided my insurance information on three separate occasions to DXP imaging. Each time I have been assured it has been sent to my insurance company. However, when I call back I am told there is no record of my insurance information. When I spoke to the debt collection agency he told me he did not believe I had called DXP to provide them with my insurance information and claimed it had been sent to my insurance company. However, my insurance provider has no record of this claim and the medical billing call line confirmed they had not sent it in. Instead of billing my insurance they are threatening me with collections.

  Business Response

  Date: 05/22/2023

  The claim the patient is referring to got denied for timely filing. We have called the collection agency and had her taken off the collection inventory.

   

   

   

   

   

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

  Practice Manager