Business Profile

Medical Business Administration

Atrius Health, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Business Administration.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:03/28/2025
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.
I purchased a health insurance policy for First Health. It is a nationwide policy with limited benefits. I was told it was month to month and I could cancel at any time. I have several reasons to cancel: cannot easily find providers, First Health could not verify the policy number they gave me. I became nervous that I was scammed and found evidence of dissatisfied customers. I called the customer service number with turns out to be Atreus, not First Health. The two customer service representatives became very argumentative about my wish to cancel. They asked me questions, became aggressive towards me. They basically are refusing to cancel my policy acting as if they need a valid reason to put in their system. I recorded the call. They heard my phone indicating the call was being recorded and hung up on me saying the policy was not canceled.
Business Response
Date: 03/31/2025
Please be advised we are not affiliated with First Health and would not be able to assist in canceling this individual's policy.
If you would like us to investigate any calls made to our practice and to discuss your experience further, please contact our **************************** at ************.
Initial Complaint
Date:01/21/2025
Type:Service or Repair 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 am filing this complaint regarding a billing issue with Atrius Health. A medical procedure I underwent was coded incorrectly by Atrius Health when submitted to my insurance company. As a result, my insurance has denied the claim, stating that the procedure code does not match the service provided.I have contacted Atrius Health multiple times and provided documentation from my insurance explaining the issue. Despite my efforts, Atrius Health's billing department refuses to correct the code or resubmit the claim with accurate information.This ongoing issue has left me with an unpaid medical bill that should have been covered by my insurance if the coding had been accurate. The balance due is $691, and I am forced to be on a payment plan, $100 paid so far. I am seeking Atrius Health to review the procedure documentation, correct the coding error, and resubmit the claim to my insurance company.
Customer Answer
Date: 01/31/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 02/23/2025
Hello,
Thank you for reaching out. We apologize for the delayed response as we did not receive the initial complaint.
For privacy reasons, we cannot share any additional information.
However, we will have someone from our ****************** to the patient directly to discuss and resolve this matter.
The patient can also call our office directly at ************ with any additional questions.
Best regards,
Patient Relations
Customer Answer
Date: 02/24/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
Date:11/26/2024
Type:Service or Repair 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 diagnosed with irregular corneas resulting in double vision that could not be corrected by glasses or medication, but was 100% corrected with scleral contact lenses. On August 1, 2024, I paid $1190 out of pocket to Atrius Health after seeing Dr. ******* OD at the ***************** ********************. I was informed by a medical assistant, *******, that "insurance won't pay." I subsequently learned that no claim was ever filed with ******** and ********** Blue Shield MEDEX as my secondary payer. I've asked repeatedly for a claim to be filed with correct coding - the original bill stated that the code was for a replacement lens. *******, the office medical assistant, and the front line billing staffer, ****, are refusing to provide me with any evidence in writing that refusing to file a claim with my insurers is appropriate. Moreover, they previously billed me for lens fitting services that I paid up front informing me that these charges wouldn't be covered by my insurance, either, and I discovered that they had indeed filed a claim with both ******** and ********** Blue Shield, and that those claims were paid as reported on both the ******** and ********** Blue Shield MEDEX EOBs. I did receive a refund for those out of pocket payments only after I contacted Atrius' billing phone number.I want the correct coding to be performed for the medically necessary bilateral scleral contact lenses with both ******** and ********** Blue Shield, for the claims to be submitted to ******** and ********** Blue Shield MEDEX, and I want to receive in writing their explanations for why they double billed, and also why they refused to file a legitimate and appropriate medical claim.
Business Response
Date: 11/27/2024
Good morning,

Please be advised we are unable to discuss or share patient protected health information.

We encourage patients to contact our **************************** at ************ or email at ******************************************** for assistance in addressing any outstanding questions or concerns.

Thank you,

Patient Relations
Customer Answer
Date: 12/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
A patient relations person did respond and stated that she would make her department visible on the MyHealth website.
However, she also stated that her department doesn't deal with claims resolution, and that she would forward my problem to someone in claims. She did not offer any contact information or name of a person to deal with. As of today, no one has contacted me, and no claim for reimbursement has been filed per the MyHealth patient portal.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
**** *******
Initial Complaint
Date:07/03/2024
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.
On 9/9/23, 2/21/24, and 6/27/24, I used the MyHealth Online app provided by Atrius Health to ask medical questions that were of immediate concern to my health. At each occasion, after submitting my query, the app informed me that I should allow "up to 2 business days for a reply".For each submitted message, I waited at least a week and never received a response. I followed up with "Hello?" each time. For two messages, I got a response that I should call to book an appointment. I have not heard back on the 3rd message.Considering this a medical portal and my questions are of immediate concern to my health, I find it highly unethical that my messages are ignored for at least a week until I push for an answer, and then are simply pushed to a phone screening. My health seems of very little interest to Atrius Health.
Customer Answer
Date: 07/16/2024
My health concern has still not been addressed, 2 business weeks later. Their business operations manager reached out and I have called her back and left a message, but that correspondence only addresses the BBB complaint and not my actual health issue. They're still ignoring that, like they've ignored the others.
Business Response
Date: 07/17/2024
Hello,
Thank you for sharing your feedback with us.
Please be advised we passed this along to our leadership staff for review and a member of the team will follow up with you directly.
Best Regards,
Atrius Health
Initial Complaint
Date:06/08/2024
Type:Service or Repair 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.
Harvard vanguard ********** referred me to a specialist in the same ********** location. It was a 15-minute conversation in which she did not examine me nor discuss any of my history! I then go and download my record of the visit when it's available to discover the doctor has charged and billed for code with MDD which is Major depressive disorder. I do not have MDD. I have ADHD and have been diagnosed since I was 4 years old and I am now 42! I called. I wrote messages on the my health chart online and yet I received zero phone call from anyone in regards to the fact that I'm being pilled for a major depressive disorder that I do not have! I would like to know why a specialist would ever bill for something that has nothing to do with her area of specialty. Endometriosis is her specialty and she needs to stay in that field. Not Bill for mental disorders that I don't even have! That's false, fraudulent and defamation of character. I do plan on taking this further. I am done being ignored.
Business Response
Date: 06/10/2024
Good morning,
Thank you for taking the time to share the details of your recent experience.
A member of our patient relations team will be in touch with you directly to further discuss and resolve this matter.
Kind regards,
Patient Relations
ph. ************
Initial Complaint
Date:04/25/2024
Type:Service or Repair 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 member over 30 yrs* and I have a few concerns with medical care 1. I cannot get any sick visit appointments to see my doctor * and no one calls from the doctors office to follow-up care after urgent care. The only appointment given to me is for yearly physical examination.2. I have a lot of allergy* in pain * and I requested a prior authorization because I ended up taking a muscle relax medication that I was allergy to and ended up in ********************* several times. I asked for a prior authorization for one that works and the nurse refuses in ********** practice 3. I went in to the ***************** and I was shocked when the receptionist told me to try an alternative. She has no business to say that* she ****** know my medical history and shes not a doctor.4. I spoke with the nurse and asked her why the prior authorization was not done. The nurse stated that their policy change the doctor ****** do it anymore that it is the pharmacy responsibility. Apparently the nurse is not speaking the truth* because the pharmacy had told me the doctors office does it. How can I trust her to be involved with my care. 5. It is a shame and disgrace about the quality of care and neglect at ********** Atrius Office.6. The nurse does not know I had worked prior in the medical field as a professional* i am knowledgable * and my mother was a nurse. 7. I am curious as to what that nurse put into my record neglecting my medical care 8. After addressing my concerns to the nurse today. The nurse gave me a video visit with my doctor. The nurse also sent a social form to filled out about housing issues. I have no time for this nonsense and being in pain to fill out paperwork that has nothing to do with my pain. She is bringing up prior issues that has nothing to do with my present situation. I am an intelligent woman and if I need help Ill ask. Why is she sending me nonsense when my priority is to alleviate the pain.
Business Response
Date: 04/25/2024
Greetings,
We will contact the patient directly to discuss her concerns and address accordingly.
Best regards,
Atrius Health Patient Relations
Phone: ************
Initial Complaint
Date:03/02/2024
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.
Following a recent physical examination at the Chelmsford Atrius Health, my Health Insurance indicated two claims from Atrius, one for the physical and one for an extra consultation. I notified Atrius and I was told they couldn't do anything because the claims were pending. This is not the first time Atrius tried to overcharge. The last time, Atrius said they could not do anything because the extra claim was already accepted by the insurance company. I contacted my Health Insurance and explained the situation. My Health Insurance contacted Atrius and was told the reason for the extra charge was because there was a finding during my examination and, very conveniently, thefinding was confidential. There was no finding. I notified Atrius again and this time I was told Atrius charges an extra consultation if "any additional labs or x-rays were ordered, tests were done, medication prescribed". There was none ofthat. But you have to wonder what is a physical examination for Atrius. A physical examination is supposed to take around 30 minutes to check general health, address any symptomsand make recommendations. Apparently not forAtrius. I pointed out the irony to Atrius and I said I was going to file a complaint. Atrius' answer was, and I quote, "I have reviewed your however I did mention that i place your account on hold for coder to reviewed which will take at least 3 weeks. If you want to file complaint you feel to do so". The next couple of days I received a billfrom Atrius including the charge for the extra consultation. So obviouslyAtrius does not care about their patients and is not ashamed oflying. This is not the first time thiskind of situation happened withAtrius. There is a pattern of Atrius charging extracharges knowing the insurance will have to accept the claims and hoping the patient will not notice or go along with it. I am looking forward to hearing from Atrius.
Business Response
Date: 03/06/2024
Hello,
Thank you for bringing this to our attention. Our team will follow up with the patient directly to address this matter.
Thank you,
Patient Relations
Atrius Health
Customer Answer
Date: 03/10/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Atrius must reply here, in this complaint, and explain why my Health Insurance and I were overcharged, why my concerns were ignored, and how it will be made right for my Health Insurance and myself.
Initial Complaint
Date:10/09/2023
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.
The Atrius Health/ Harvard Vanguard Kenmores unprofessionalism is costing me over 1k. Due to constant back and neck pain, I reached out to my ***, *************************, DO in May to request a referral to visit a specialist at Ortho ************ Clinic. They sent the referral and I went to the specialist, had an RX and after a few days a MRI. After the results, the specialist recommended Physical Therapy. Until here everything was fine, the clinic got the referral and my insurance covered the specialist and the exams. I started my PT on June 13th, and only on July 16th I got a message from Atrius referral department asking me if I started the PT and where. I answered I did start on June 13 at the ******** clinic, same as the specialist. They answered the message saying that was fine and they had sent the referral (I have the messages).Now, in the beginning of October, I've received a $1.211 bill from Ortho ************, due on 10/10/2023. Upon contacting the clinic, I was informed theyve never received the referral so I had to pay everything out of pocket. I reached out to the *** referral office and they told me the referral was submitted but refused to send me a copy of it. After reaching out to the Corporate Patient ********************* I was told they were going to investigate and that it was very unlikely I would have to pay. But within a couple of days, they called me saying there was nothing they could do because Ortho ************ is not registered with ********** Blue Shield, which does not make sense as I had other visits there and there was no problem. Its clear that Atrius Health/ Harvard Vanguard is working on bad faith, trying to cover their mistake (did not send the referral, as the clinic said), and not sharing information or sharing misleading information. They made a mistake by not processing my referral appropriately and they need to pay for it, not me.
Business Response
Date: 10/18/2023
Good morning,
We apologize for any miscommunication regarding this matter.
We have been in touch with the patient, and it is our understanding the referral team is still working diligently to resolve this matter for the patient.
We have requested an update and will be in touch with patient directly in follow up.
Best,
Patient Relations Team
Customer Answer
Date: 10/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ
I did not get a satisfactory answer. I did not receive my reimbursement.

Regards,
Marco
Initial Complaint
Date:06/19/2023
Type:Service or Repair 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 discussed a second preventative visit with my health care provider (the doctor) and they indicated that a second preventative visit could be scheduled and coded accordingly due to my circumstances. This visit occurred on Dec 30, 2022. The visit was a short telehealth visit. During the visit I confirmed a second time with the provider this would be coded as preventative so it was 100% covered by my insurance. The doctor agreed and indicated in the medical notes for their billing department that it should be coded as such (i.e. preventative, Z-100 billing code). The Atrius Health billing department miscoded the visit as diagnostic and billed me $380. I reached out to my doctor on Jan31 upon receiving the bill; the doctor agreed it was in error and said they would discuss with their billing department. I have since discussed the issue with their billing department who indicated the doctor has not resubmitted the bill to them so it can be coded as preventative. I have contacted my doctor, and the billing department 6 times and each time I am assured it will be resolved; however I am still receiving bills in June. I am being informed this will be going to collections soon, but the visit was 100% preventative and needs to be resubmitted correctly to my insurance provider so they can issue payment. I cannot afford, nor did I agree to a diagnostic visit (where nothing was diagnosed in Dec). This is a issue and the hospital keeps telling me it's resolved, but then continuing to bill me. I need the BBB to become involved. I have emails that indicate the visit should be coded as preventative and the Atrius Health billing department is refusing to review them.
Customer Answer
Date: 06/30/2023
I have tried to contact the business several times (~6) to resolve this issue and they have not responded. The billing department indicates the doctor needs to change the notes. The doctor (as you can see in the images emails) indicates they have but that billing needs to review again. And finally *** opened a complaint with the companys patient services group to resolve the issue and was assured they would code the apt correctly as preventative (thus billing $0) but it still hasnt occurred. I need your assistance.
Business Response
Date: 06/30/2023
Hello,
We will have our ****************** review and follow up with the patient directly to address this matter.
Thank you,
Patient Relations
Initial Complaint
Date:02/27/2023
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.
Summer of 2022 I was having financial problems and fell behind on payments of my medical bill with Atrius Health (Harvard Vanguard Medical Associates, **************** I owed them approximately $300 for copayments and deductibles (this is what I could see on MyChart patient portal). A few weeks after my last payment, I received a bill from Atrius Health asking me to pay more than $2,000. I called to inquire because this was a lot more than I had seen on the patient portal. The person in billing said that I was now responsible for the amount that I owed them from 10 years ago (apparently, they had sent this amount to collections but I was never aware of that). I tried to negotiate a payment plan but they refused and demanded that I paid it all in full. They threatened to discharge me from their practice. I explained to this person that I had a long standing relationship with them and could not afford to pay that much money. A few days later, I received a letter from Atrius Health discharging me from their practice. I moved on and found a new primary care provider. The main reason why I'm submitting a complaint today is because I needed to check my patient portal for Atrius Health to find out how much I paid in medical expenses for my tax year 2022. I just realized when logging in that they blocked my access to MyChart portal. I received a message that my account has been disabled. This is very upsetting because I have a right to my medical information and I don't feel is right that they can block my access to important health information. Atrius Health needs to restore my access to MyChart patient portal.
Customer Answer
Date: 03/12/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 04/05/2023
Hello,
We will be in touch with the patient directly to address any outstanding questions or concerns regarding this matter.
Thank you,
Atrius Health

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Atrius Health, Inc. is NOT a BBB Accredited Business.