Complaints

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

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  Apostle Group LLC

  50 W Edmonston Dr Bethesda, MD 20817

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  Apostle Group LLC

  1615 Piccard Dr Ste B Rockville, MD 20850-6719

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:07/07/2023

  Type:Product 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 received a letter in the mail from Bethesda Newtrition & Wellness Solutions around May 6, 2023 indicating that they would no longer offer primary care services to patients as of May 31, 2023. I had an televisit appointment scheduled there on June 5, 2023 with Dr.*************************. I have current medications with this provider and now no way to refill them. I have have experienced undue hardship finding a new provider to continue my care, due to not even being given 30 days notice of the office closure. I received a voicemail from the office yesterday saying that my appointment on June 5 is canceled because the physician is no longer there and the office is closed. This was on May 30, but the letter I received stated the office closure would happen on May 31. Also, their website no longer works, saying it is under construction. I received an email alert today, May 31, indicating that I had a message from my doctor on the patient portal, which is through ******* **** (not the provider's website). I checked and I received a statement saying that I owe BNWS $228.01 for services, but I have no way to pay this bill. I called their phone number and was unable to contact the office. I have been paying bills through their website since 2019, so this is my payment method. I have no other way to contact this healthcare provider and they have no way to leave voicemails. I want a way to pay for my bill online, as I always have. I believe being given 30 days from the day the billing statement was issued is an appropriate amount of time. I was not even provided 30 days notice that my healthcare was being disrupted, and it is quite frustrating. Considering they have closed their office with little warning, this is what I want. I just want to be given an appropriate amount of time (30 days) to settle payment. Also, I must add that locating all of the information about this business was quite difficult. Luckily, I used the PO Box address and the Maryland government business site.

  Customer Answer

  Date: 08/07/2023

  My relationship with Bethesda NEWtrition & Wellness Solutions has continued to sour over time. I received a text message from the front office saying that they would not fulfill my medical record request due to the unpaid bill. They did not respond to my follow-up text.
  
  Eventually, I was able to get in contact with them by phone some time after June 5, but *********************** (Compliance and Client Services) was quite rude and unhelpful. I mentioned the email I had sent to her originally that went ignored. When I called her, she said, "Oh, yeah. I got your email." When I asked her why she did not respond, she said my mention of the Maryland Attorney General "triggered" her. I told her that the reason I mentioned it was because I was describing something that is part of Maryland law. It is strange that she said I "triggered" her because *********************** has been rude in the past. I spoke to her one day over the phone regarding a billed amount I was surprised about and she questioned my ability to understand anything regarding insurance because I'm a millennial. She also said my insurance was "bad" and that I should get a new plan. Then, she brought up the Maryland  plans, said her son is around 27 years old (she mentioned this to me) and she told him to get his insurance through the state portal. So, I have had a bad experience with her in the past. During the call, I also reminded her of this conversation we had, and how it made me feel.
  
  During the phone call, I stated clearly that I wanted to pay my bill, but that I was not confident in their services because of how long it took them to deny my medical record request. I have ongoing medical care that has been halted due to their unwillingness to send records. I said that the money I owe is the only tie I have to them. **** told me that it could take "months" to get my records sent out because she is "but one person" and can only send "eleven records a week." I submitted my request at the end of May, it is now August. That is an unreasonable amount of time to expect records to be sent for a medical issue. It is also listed on the Maryland Attorney General’s website that what they are doing is not within my rights. Just because I owe a bill for care, they refuse to send the records. It is not a bill to send the records, which they have indicated there will not be a charge for because I have asked them to go to my physician.
  
  *********************** said my records are in the patient portal. I need my records and results sent to my new doctor and they have not received them. BNWS refuses to assist me in a timely manner, and they refuse to provide a service that I am owed. I have stated many times to them that when they can provide these records to my new doctor, and confirm that this happened, I will gladly pay the remaining balance. Instead, they hold this over me and *********************** continues to tell me it could take several months to get my records sent. This is unacceptable.
  
  Also, **** sent an email to me in July that referenced my complaint to the Better Business Bureau. I do not appreciate that she continues to say that she will not help, and says that what I am saying now is different than my initial complaint. This is a continuation of that complaint because the response time always takes several days or not at all, especially as she has indicated that I trigger her, when I have never threatened her in any way. The fact that she admitted that she didn't respond to my initial email until I found a way to call her is evidence enough of her rudeness.
  
  My resolution would be this: Have BNWS send my records to my new physician, then I will pay the bill that is owed to them. I believe this is a fair request and it is fully within my rights.
  
  I have included documents that show the email conversations with ****, a text message from the front desk of BNWS, the original letter I received and also a copy of the Maryland Attorney Generals website that shows they cannot withhold my records to another medical professional for this reason.

  Customer Answer

  Date: 08/07/2023

  My relationship with Bethesda NEWtrition & Wellness Solutions has continued to sour over time. I received a text message from the front office saying that they would not fulfill my medical record request due to the unpaid bill. They did not respond to my follow-up text.
  
  Eventually, I was able to get in contact with them by phone some time after June 5, but *********************** (Compliance and Client Services) was quite rude and unhelpful. I mentioned the email I had sent to her originally that went ignored. When I called her, she said, "Oh, yeah. I got your email." When I asked her why she did not respond, she said my mention of the Maryland Attorney General "triggered" her. I told her that the reason I mentioned it was because I was describing something that is part of Maryland law. It is strange that she said I "triggered" her because *********************** has been rude in the past. I spoke to her one day over the phone regarding a billed amount I was surprised about and she questioned my ability to understand anything regarding insurance because I'm a millennial. She also said my insurance was "bad" and that I should get a new plan. Then, she brought up the Maryland plans, said her son is around 27 years old (she mentioned this to me) and she told him to get his insurance through the state portal. So, I have had a bad experience with her in the past. During the call, I also reminded her of this conversation we had, and how it made me feel.
  
  During the phone call, I stated clearly that I wanted to pay my bill, but that I was not confident in their services because of how long it took them to deny my medical record request. I have ongoing medical care that has been halted due to their unwillingness to send records. I said that the money I owe is the only tie I have to them. **** told me that it could take "months" to get my records sent out because she is "but one person" and can only send "eleven records a week." I submitted my request at the end of May, it is now August. That is an unreasonable amount of time to expect records to be sent for a medical issue. It is also listed on the Maryland Attorney Generals website that what they are doing is not within my rights. Just because I owe a bill for care, they refuse to send the records. It is not a bill to send the records, which they have indicated there will not be a charge for because I have asked them to go to my physician.
  
  *********************** said my records are in the patient portal. I need my records and results sent to my new doctor and they have not received them. BNWS refuses to assist me in a timely manner, and they refuse to provide a service that I am owed. I have stated many times to them that when they can provide these records to my new doctor, and confirm that this happened, I will gladly pay the remaining balance. Instead, they hold this over me and *********************** continues to tell me it could take several months to get my records sent. This is unacceptable.
  
  Also, **** sent an email to me in July that referenced my complaint to the Better Business Bureau. I do not appreciate that she continues to say that she will not help, and says that what I am saying now is different than my initial complaint. This is a continuation of that complaint because the response time always takes several days or not at all, especially as she has indicated that I trigger her, when I have never threatened her in any way. The fact that she admitted that she didn't respond to my initial email until I found a way to call her is evidence enough of her rudeness.
  
  My resolution would be this: Have BNWS send my records to my new physician, then I will pay the bill that is owed to them. I believe this is a fair request and it is fully within my rights.
  
  I have included documents that show the email conversations with ****, a text message from the front desk of BNWS, the original letter I received and also a copy of the Maryland Attorney Generals website that shows they cannot withhold my records to another medical professional for this reason.