ComplaintsforCoreLife, Inc.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started CoreLife way back in July 28th 2021 and I had to pay a copay of $10 at every visit. Six months after my last visit I was called by a collection agency and they informed me that I'd have to pay $900. I called the clinic and they told me it was only for $320 (my last uninsured visit) When someone from CoreLife finally reached out they informed me I'd have to pay BOTH. When I asked why they said that I was supposed to pay $10 for EACH visit with the dietitian and the nurse. Even though I never received a bill prior and no one from my insurance or from CoreLife told me I had to do this. I have a statement/bill from the clinic that says every visit was paid for except the last one, and no one at the clinic has ever heard of anyone of the patients needing to pay TWO copays, one for the nurse, and one for the dietitian. The attached bill is a PDF from the clinic.

  Business response

  05/12/2023

  Thank you for taking the time to speak with us today, Mr. *******. Per the conversation, you have been removed from collections and we are sending an updated statement to you. 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a customer at Core Life for a few months. I was told my insurance covered the costs and was never asked to pay a copay and never received a bill until a year after I was seen. I received a bill in the mail for $80, the first and only bill in December (check cleared 12/30/22). The bill was paid even though I don’t think it was fair but I got a phone call today from a debt collector. This company never called me about a bill and now my credit has been negatively impacted. I have a perfect record when it comes to paying my bills and this company irresponsibly has now hurt me.

  Business response

  03/29/2023

  Patient's payments has been received and posted to her account. Patient has been removed from collections. 

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I appreciate that they have received my payment and removed me from collections but my issue is that I was sent to collections at all. The first bill and only bill I received from Core Life was paid right away. There was never any reason to submit my information to collections. I feel the business is irresponsible. A person should receive a phone call or multiple letters before being sent to collections as this negatively impacted my credit score for no reason. I have no past due payments and I feel this business should do a better job communicating with past clients. The additional frustration is that while a client, I was never asked to pay a co-payment and was led to believe my insurance covered the cost of my visits. 
  
  Sincerely,
  
  Julene **********

  Business response

  03/30/2023

  We sincerely apologize. We verify benefits prior to seeing every patient. When benefits were verified, we were advised by Ashley L (call reference * ************ there was a $0 copay.

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  If I had $0 copay then why was I charged $80 and sent to collections on a paid bill? 
  
  Sincerely,
  
  Julene **********

  Business response

  04/11/2023

  Again, we want to apologize for any inconvenience. We are obligated to bill you for what the insurance deems your responsibility. You have been removed from collections. Nothing has been reported to the credit bureaus, therefore your credit should still be in tact.  We are happy to discuss further if you would like to give us a call. 

  Customer response

  04/11/2023

  
  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.
  
  Sincerely,
  
  Julene **********

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I started with CoreLife, I provided them with my insurance (****) and was then charged a $20 copay at every visit (which I was led to believe covered all services that I received at that visit -- nurse practitioner visit and nutritionist). I was never told that the two services each had separate copays. Again, only a $20 copay was collected at every visit. Now, over a year later, I am receiving past due notices in the amount of $200+. CoreLife should have been more forthcoming about the charges I would incur at each visit. After speaking to a CoreLife representative, I was told that they had no idea why I wasn't charged an appropriate copay at each visit, because "there was no EOB done."

  Business response

  03/14/2023

  Upon reviewing Ms. ******** chart, it appears her insurance processed her claims for the Registered Dietician with a $30 copay. Providers are not always aware of how a claim will adjudicate.  If CoreLife would have known each claim would process with a copay, that information would have been provided to the patient. We will contact Ms. ******** to explain this. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I began going to Corelife in July of 2022. I spoke to the office personal and was assured I would only be charged a $20.00 copay to see the nurse practitioner, that the Nutritionist was completely covered and would be no additional cost. I received a bill for $400 in October and was told my insurance was not covering everything. I spoke to the office manager and this was cleared up. I once again received a bill in November, I spoke on the phone to the office manager on 12/6/22 and was under the impression this was cleared up. Now they have sent me to a credit collector for varying amounts of debt. As of 7/13/22 they say I owe $6.06, as of 7/27/23 they say I owe $30.00. As of 8/3/22 they say I owe $50.00 and as of 8/10/22 they say I owe $30.00. It makes no sense. I would never have seen the Nutritionist if they had told me it was additional. I really just wanted to see the Nurse Practitioner. I also mentioned to them that I heard other people discussing similar problems when I was in the office.

  Business response

  03/09/2023

  Ms. ************ received multiple statements due to unpaid copays. Her insurance misquoted the benefits to CoreLife and charged her a copay for each provider she saw on the same day. This would also have been reflected on the explanation of benefits she received from her insurance. Since the benefits were not accurately quoted, we have adjusted her balance and removed her from collections. 

  Customer response

  03/11/2023

  
  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.
  
  Sincerely,
  
  ********* ***********

*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. ↩