Business Profile

Healthcare Management

SCP Health

Headquarters

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Complaints

This profile includes complaints for SCP Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
2 complaints closed in the last 12 months.

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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:10/28/2022
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.
I have a medical bill from a visit on 7/27/2021 from EMBCC (Wildwood Emergency Group) in the amount of $2,089.00. My insurance company paid on this bill and after insurance my portion of the bill was to be $334.24. I continue to receive bills from EMBCC stating I owe the full amount. I have called EMBCC countless times stating my insurance paid this and I do not owe them the full $2,089 as their bill indicates. I have also called with my insurance company who provided them all of the information they asked for related to the payment my insurance company made. I have been calling this company for a year now trying to have this resolved. They stated my account was supposed to be on hold until it was resolved and each time I've called I've been told they're taking care of it. I received another notice today that this full balance of $2,089.00 is due by 11/23/22. They have been extremely unhelpful in trying to help resolve this issue. At this point with the aggravation related to this I want even the $334.24 waived.
Business Response
Date: 11/02/2022
Good Afternoon, first and foremost, I do apologize for the inconvenience this may have caused. I have reviewed the account and adjusted the balance down to the 334.24 owed by the patient. Once this has been paid, the patient will have a zero balance with us. I will have a new balance statement mailed out. Please let me know if I can further assist.
Customer Answer
Date: 11/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18324407, and find that this resolution is satisfactory to me. I do feel after a year of frustration they should have adjusted the remaining balance but at least they’ve finally acknowledged my insurance did pay them.

Sincerely,

Heather Finman
Initial Complaint
Date:10/24/2022
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.
I sent payment on April 1st , 2022 to the address on the bill for $17.20. The check cleared back in April but EMBCC still says i have not paid. I have called/messaged customer service multiple times to only have them say it will be escalated to a Supervisor or Payment Research, with nothing ever happening. Meanwhile , i am still getting bills/final notices on this payment. I sent them multiple copies of the cleared check and spoke to multiple representatives that really do not seem very knowledgeable on how their systems even work? There is something amiss at this company.
Business Response
Date: 10/25/2022
Good Day, I found dates of services for 12/28/19 and 12/30/19 which both have zero balances. If there is another date I should review, please provide that date and/or an invoice. I do apologize for any inconvenience this may have caused.
Customer Answer
Date: 10/26/2022

Complaint: 18304356

I am rejecting this response because: they are asking for an invoice, the invoice in question is #******** and patient name is : ****** * ****

Sincerely,

Michael Rupp
Business Response
Date: 10/27/2022
Good Morning, thanks for providing the information. I was able to review the account. the account have a zero balance. According to notes, the check was mailed to the wrong PO BOX therefore, check was never received. The account was escalated to a supervisor on 10/24/22 and account adjusted to zero as courtesy. Please let me know if I can further assist.
Customer Answer
Date: 10/28/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18304356, and find that this resolution is satisfactory to me.

Sincerely,

Michael Rupp
Initial Complaint
Date:10/21/2022
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 received a bill for a past due amount of 1,416.00 from EMBCC Patient Services on 10/20 with a statement date of 10/05. The account # is *********** and the invoice #is ********* This is the first information I have received regarding this bill and I was not informed I would be having another bill besides the one from my Medical center for my emergency visit due to extreme long term covid complications. I spent 4 hours in the waiting room with a needle in my arm and barely any time with any medical personnel. The only thing this "past due " bill states is emergency provider charge. I do not have insurance and I can not afford a 1400 bill on top of all the rest that I've been hit with in regards to that one medical visit. I will be applying for FA for the bill that my actual hospital sent me for $4000 that has been adjusted to a lower amount which makes this bill I've been sent highly suspicious since I have already recieved a very large bill from my actual hospital. I want an itemized bill so I know I'm not being extorted by some random billing company. This bill doesn't tell me exactly who you are or what exactly I'm paying for just a payment amount, acct information and an address. I cannot afford this bill and I will not let my credit be destroyed because of misinformation, especially during a potential recession. I want to know why you want what little money I have other than "We bill for services provided" because I already have a bill for services provided by my hospital. I have tried to contact your buisness all day and I have been unable to reach anyone. I'm hoping reach out in this way will get this issue resolved.
Business Response
Date: 10/25/2022
Good Day, I have reviewed the account. We bill for the ER Providers only. I do apologize that the patient was not made aware of separate billing from the facility. If the patient received financial assistance from the facility, we will be happy to match the facility's discount. Patient will need to send in a copy of the approval letter so discount can be applied. Please let me know if I can further assist.
Initial Complaint
Date:09/19/2022
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.
I just received a notice that I have a debt from ***** ****** ********* ***** that was sent to a debt collector called ***** **** ***. I have never heard of, gone to, received a bill from, or gotten a call from ***** ****** ********* *****. This is affecting my credit. I also see on BBB, that they have done this to others. They have no website and are not answering my calls. Can you help?
Business Response
Date: 09/21/2022
Good Afternoon, I have reviewed the account. Patient was seen on 12/10/20 at ******* ******* **************** Statements went out on 2/24/21, 3/24/21, 4/21/21, and final notice on 5/19/21 with no response from the patient therefore, patient's account went to collections on 6/29/21. Patient will need to follow up with the debt buyer to pay balance. Please let me know if I can further assist.
Customer Answer
Date: 09/27/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18041829. I was able to remove the charge from my credit report and pay the collections agency. I did not receive a phone call before they sent me to collections. I had never heard of their company, so I may have assumed the mail was junk mail. Anyway, thank you for reaching out to them. Experian removed the debt from my credit report, so everything is now resolved.
Have a great day!!
Sincerely,

Michael ********
Initial Complaint
Date:09/08/2022
Type:Customer Service 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.
In October of 2021 I received a letter from SCP Health along with a check in the amount of $2,279.00. The letter stated that it was from an overpayment to my father's account. My father, Charles ******, passed on May 17, 2021. The check was made out to "******, Lesie". This is incorrect on 2 counts: 1) incorrect spelling of Leslie and 2) my last name has not been ****** for over 35 years. Since the bank I needed to make the deposit would not deposit a check with the wrong name, I called and asked what I needed to do to get a check reissued with the correct name on it and mailed to my address. There is no mail delivery at my parent's residence, they were both in a long term care facility and the mail was being forwarded to me. I was told to mail the check and a letter stating the problem to SCP Health Attn: Refunds **** *** ****** ******* ** ***** I did this and sent it certified, return receipt requested. I have the return receipt dated November 2, 2021. I called ************** which was on the letter that came with the incorrect check. I called on February 22, 2022 and met with a run around. I selected each option on the menu and got nowhere, not in their system, left a voicemail message and did not get a return call. I did a search on the internet and found a different phone number **************, it transferred me to the same system as above. Finally talked to Leonard, who said he would escalate the case to get the check reissued. On June 21, 2022 I called ************** and was told I needed to speak with Donna *****. I was transferred to her voicemail. I left a message. On June 22, 2022 I called and was again transferred to Donna *****. Again I left a voicemail message. On June 23, 2022 I called and had the same result. No check and no call back.
Business Response
Date: 09/16/2022
Good Morning, I followed up with our refunds department and the refund has been issued as of today. Please allow time for the check to get to you. Let me know if I can be of further assistance. Have a great weekend.
Customer Answer
Date: 09/25/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 17935318, and find that this resolution is satisfactory to me.
As of 9/25/22, I still HAVEN'T received the check.
I hope they were being truthful in their response.

Sincerely,

Leslie *******
Initial Complaint
Date:08/31/2022
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.
Received invoices on 3/2/22 for two ER visits to the ***** **** Hospital system for my spouse on 5/13/21 and 6/9/21. Unlike previous visits which had been billed to insurance correctly under ******** Emergency Group (resulting in complete coverage), these two bills were sent in under Zelos, which returned as out of network by the insurance, resulting in balances of $626.70 for each bill. **Both bills say to make payable to ******** NOT Zelos** When I spoke to EMBCC on the phone to ask them to rebill, they said they could, but the bill would still go to collections unless I paid now. Insurance said that they would reimburse if they were correctly rebilled, so I paid and asked EMBCC to resubmit the claims. It has been 3 months and the insurance has still not received any rebill attempt from EMBCC.
Business Response
Date: 09/06/2022
Good Morning, thanks for the information. I have reviewed both accounts and, claims processed as in net work. Ins 626.70 and contractual adjustment applied of 935.60. This left the patient with a coins of 626.70 which was paid and patient does have a zero balance for both accounts. I do see that Mr. S****** called on 6/8/22 and advised claims would be reprocessed. We have not received any updates on our end from patient's ins. If/when claims are reprocessed, if there is a refund d/t to the patient, we will escalate to refunds at that time. Please let me know if you have further questions or concerns.
Customer Answer
Date: 09/06/2022

Complaint: 17800959

I am rejecting this response because:
There seems to be a misunderstanding here. I was informed by insurance that the two visits were billed to them in some way which was different than the other visits and caused them to be received as out of network (note: this was within the same plan year, at the same facility, and the same procedure code). When I spoke to SCP Health/EMBCC on the phone on 6/8/22, it was informing them that the insurance was asking **SCP Health/EMBCC** to resend the claim with the notice that reimbursement was to be made to the client. To reiterate: the phone call I had on 6/8/22 was made because the insurance needs SCP Health/EMBCC to resend the bills to them, NOT to let them know it was being reprocessed as they indicated.
I will attach the explanation of benefits for the visits that were covered at 50% coinsurance (which the insurance said were billed in a way which was out of network) as well as the visits which were covered at 100%. Again, these were all for the same plan year, same facility, and the same procedure code.

Sincerely,

******* *******
Business Response
Date: 09/13/2022
Good Day, I received response from our Ins department. After call to patient's ins, The claims were processed as in network and put towards patient's deduct. Please let me know if there is anything else I can assist with.
Customer Answer
Date: 09/18/2022

Complaint: 17800959

I am rejecting this response because:
The insurance says that reprocessing claims takes between 30 to 45 days, so I will have no way of knowing if this issue has been addressed within the 10 day limit provided. In addition, I am unsure as to what the statement made that the amount on the claim will be "put towards
patient's deduct". By the time of the claim, the deductible had already been met for the year. If there is a better process through which I can ask for clarification on this matter and keep this open until I am able to confirm with insurance (in 30-45 days), please let me know. If it must be closed, I may then need to open an additional complaint in 30-45 days if the reprocessing doesn't go through as indicated by EMBCC/SCP Health.

Sincerely,

******* *******
Customer Answer
Date: 10/14/2022

Complaint: 17800959

I am rejecting this response because:

As of now, the insurance has yet to receive any new information from EMBCC/SCP Health for the two visits in question. While EMBCC/SCP Health maintains that it was sent in correctly, the insurance continues to state that the two bills in question were submitted differently from the others and need to be resubmitted correctly in order to be reimbursed. As these two statements are opposed, I am still pursuing clarification on both ends. At this time, I believe reopening the complaint may be a necessary step to resolve this.

Sincerely,

******* *******
Business Response
Date: 10/26/2022
The patient or wife will need to follow up with ins. According to patient's ins, claims were processed correctly, and the balances were the patient's responsibility. If the patient or ins is now stating the claims were incorrect, please have them call ************ for any updates that should be added to the account.
Initial Complaint
Date:06/20/2022
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.
Received services at a hospital. I never received a bill from the company stating I owed them any amount. I started receiving calls from a collection service saying I owed them. Upon checking, my insurance was never billed to see if they would pay for a portion of it. When I call they say they cannot help because they sent the file to collections and no longer have the file. The collection service they sent it to claims to have sent the request to my insurance company but my insurance company says they have not received it. It's not been over a month and the collections company said they it will go on my credit which is not right as my insurance was never involved and I never got notification otherwise I would have tried to get this done with time.
Business Response
Date: 06/21/2022
Good Day, I will be happy to review the account. I will need more information. Please provide name of facility and date of service. Once this is provided, I can review the account.
Customer Answer
Date: 08/27/2022

Complaint: 17443692

I am rejecting this response because:

Thank you.
Also I still have not received a copy of this bill. Please send it to that address or better yet send me a PDF to the email address on file here so that I can submit a claim to my health insurance.
Sincerely,

******** *****
Business Response
Date: 08/30/2022
Good Morning, per patient's request, I have emailed her a copy of the itemized statement.
Initial Complaint
Date:06/10/2022
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.
On January 21, 2022 I went to the Emergency Room at ***** ******* Center on **** ******* **, New Orleans, LA 70115. I had accidentally eaten cashews, and had an anaphylactic response. I was treated. I was in town for my daughter's wedding, I live in Minnesota. I have ****** Insurance, ****** ****** ********. ID ********* Group: ***** through my husband **** ** ****** and his employer, ***** ******** ************ (***) . ****** paid their portion of the bill, I paid the out of pocket of $802.84 on April 1 after my insurance processed. I continue to get billing from EMBCC Patient Services at **** *** ******, Dallas, TX 75265-3060 ###-###-#### the online "to pay" www.emb.patientwallet.com enter Secure Health Code *********** or to pay by phone enter code *********** at ###-###-####. After calling multiple times, I am told that the customer service representatives are "out at a team building event" or there is no one to help me, or the phone just goes to voice mail. The billing from EMBCC says "PRIMARY: Self Pay No Ins". Which is untrue. I called ***** ******* at ###-###-#### and spoke with their billing department. They say my bill is paid in full. I asked if the bill from EMBCC could be for a doctor, or other specialist, and they said no. Two concerns: Is someone at ***** ******* selling my information, and other patient information, to a scam company? And if it is legit, why do they not answer the phone?
Business Response
Date: 06/13/2022
Good Day, I have reviewed the patient's account. I do see that the patient called and updated her ins last month but, claim was not filed. I have filed a claim to patient's ins. We are EMBCC and we do the billing for Emergency Room Providers. I do apologize that you were mislead on who we are. Please let me know if I can further assist.
Initial Complaint
Date:06/09/2022
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 was involved in a car accident and went to Lewis **** for treatment on 06/04/2021. My attorney and I have tried contacting ********** for months to bill my insurance. They can only bill for up to a year and a year is approaching. Every time I call I get transferred or hung up on, I just want them to bill my insurance so we can put this behind us please. My account number is ***********.
Business Response
Date: 06/13/2022
Good Morning, I have reviewed the account and the patient doesn't have a balance with us. Her insurance paid and contractual adjustment applied on 5/3/22. Please let me know if you have further questions or concerns.

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SCP Health is NOT a BBB Accredited Business.