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:12/19/2022

  Type:Product 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 am active duty military and service was provided for my son who is special needs. We acquired all rerequired referrals prior to procedure. This company keep sending bill to Tricare for Life : My son is a child, we are not in Tricare for Life program, we have Tricare for active duty. Someone from the company need to call me to sort this out and stop sending bill to wrong Tricare. I spoke with someone back in November 2022 and she assured me bill is sent to Tricare for active duty but I just received a rejection letter from... Tricare for Life! This invoice needs to be appropriately sent especially that all referrals were completed as required.

  Business Response

  Date: 12/20/2022

  
  
  12/20/22
  
  BBB of West ********
  
  ATTN: *************************
  
              RE: Complaint **********
  
  
  This is in response to a complaint filed by ************************* regarding services rendered by American Anesthesiology Elevate provides billing services on behalf of American Anesthesiology. As a result, Elevate handles invoicing and customer service calls related to ********************************************** billing.
  
  We would like to extend an apology for the frustration experienced by *************************. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to assist ************************* without the assistance of your office.
  
  We are unable to locate this account with the information provided. We will have a supervisor reach out to the complainant to resolve.
  
  
  Sincerely,
  
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18613160
  
  I am rejecting this response because: Reference Complaint ********** There is still no claim with **************** No updates from them. My son is ****** same last name as mine
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/20/2023

  BBB CASE#: 18613160

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

  AMERICAN ANESTHESIOLOGY OF VIRGINIA received an inquiry regarding a patient that we provided anesthesia services to on June 24, 2022 at *************************** . Our office conducted a full review of the billing for the services for this patient and below is a summary of our findings.At the time of service the insurance information provided to uswas ************* ************* VA(Tricare TDEFIC)The guarantor advised us on 12/20/2022 that thiswas not the correct insurance.Updated insurance Humana (Tricare East) was provided. The claim was billed to the updated insurance which has processed the claim. There is no patient responsibility due.We reached out to the guarantor on 1/20/2023 via telephoneand advised of the status.Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact me should you need any further information.

   

  Thank you,

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

  Escalations Manager

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

  Customer Answer

  Date: 01/23/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:12/15/2022

  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 received a tubal ligation on 9/7/2022 at **************'s Hospital and was advised that I had zero patient responsibility for all services rendered. Three claims were associated with this surgery, and all were processed and paid by ********** Blue Shield between late September and mid-October, including anesthesiology services (for which I am advised by **** I also had no patient responsibility; they paid the full amount). At the very end of November, nearly three months after my surgery, I received a text from NAPA claiming that I owed them a total of $3,095.84 (account *******). The text offered access to a quite frankly fraudulent-looking "patient portal" where I couldn't access my claim, but I could enter my credit card information. I wrote it off as a scam until a few days later, when I received a paper bill in the mail, also prompting me to use the a payment portal which a) does not tell me what services I'm paying for, b) the total amount I owe, c) whether the claim they are billing me for has been submitted to insurance, or d) an itemized list of when/how much has already been paid. A little suspicious about all of this, I called ********** Blue Shield and spoke with a representative who confirmed that not only was I covered by them for the full cost of surgery, including anesthesiology, but NAPA/American Anesthesiology had never submitted any claim to them for processing. I understand that billing mistakes occur, but they don't generally occur three months after date of service and if they do, they'd better be submitted to my insurance first, before you try to bill me directly. Unfortunately, neither I nor the **** representative were able to communicate with NAPA/AA, so lodging a complaint with the BBB is my only recourse so far. This had better not end up on my credit report like so many of the other patients lodging complaints about NAPA.

  Business Response

  Date: 12/16/2022

  
  
  12/16/22
  
  BBB West ********
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ** ********
  
  
  This is in response to a complaint filed by ***************************** regarding services rendered by American Anesthesiology Elevate provides billing services on behalf of American Anesthesiology. As a result, Elevate handles invoicing and customer service calls related to ********************************************** billing.
  
  We would like to extend an apology for the frustration experienced by *****************************. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to assist ***************************** without the assistance of your office.
  
  We are having trouble locating an account for her with this name, phone number, and account number given. We have forwarded this complaint to review for a possible case of fraud.If she is willing to provide additional information to assist with locating your account we will continue to dig for this account. Does she perhaps have the ** Number on page 1 of the statement or the Account Detail number on page 2?
  
  
  Sincerely,
  
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 01/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I would agree that the **** (North American Partners in Anesthesia) bill appears fraudulent to me, for numerous reasons, including the fact that the listed bill pay website is a subdomain of a main business domain, and the site itself appears unprofessional; several statements on the bill make it clear that the charges on the invoice are separate from those of the hospital/surgery center; and the invoice arrived so long after the surgery itself.  Additionally, some of the wording of the bill strikes me as a poor attempt to mimic the jargon you usually see on medical bills. 

  As for the bill, there is no second page to speak of, and there is no ID number listed on the bill. There are also three different organizations listed on this bill: ****, American Anesthesiology: A ************* and American Anesthesiology of Virginia, with the last of these listed as the billable party.  See the attached image.

  However, it seems odd to me that scammers would know the specifics of the date of my procedure, the area in which I received anesthesia, and such a good rough estimate of what the anesthesia did cost my insurance company.  I'm not sure how they would've gotten this degree of detail without having access to my medical records, and for my hospital or my insurance to have divulged/sold this data without de-identifying me first is, as I understand it, a federal crime.  So who's typically responsible for the data leak in these sorts of cases, I guess I'm wondering.

  At any rate, if American Anesthesiology of Virginia can confirm that this is a case of fraud and I can disregard this bill, that's great.  I'd accept that as a final response.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/09/2022

  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.

  RE: ID #******** When I signed into this office on 8/7/22, I was told I would have to pay $597.00 for an evaluation for pain management. I have *************** Advantage and they were in network. I showed them my insurance card. They said they would have to call ******** and needed the card. I told them to call Anthem! They said they could not get that on their computer screen (the ******** advantage member number!). After a long wait, I saw a Physician Assistant. I saw no MD. The same thing happened in X-Ray, since an X-Ray of my left shoulder was ordered. They said there was no place or way to get past the ******** number on the computer screen so I watched again as several other people went past me to get X-Rays even though they arrived much later. In addition, the note left on MYCHART was changed three times. A prescription was ordered but Anthem refused to authorize it because no reason was given. I sent them a message and it was ignored regarding the prescription. They said I needed shoulder surgery. I told them they could not be trusted so I would not have it. Then, their claim was not paid but they want me to pay $40 for the humiliation. This was all taking place in front of an office full of people. The bill did not arrive until 11/27/22. I called them and was told to send an email to them regarding my complaint. However, the address they gave me to send it to, does not exist so I wasted time writing it only to have it returned. What kind of Business is this that they do not care about the customer at all, but just money.

  Business Response

  Date: 12/20/2022

  
  
  12/20/22
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *********************************,
  
  We at American Anesthesiology would like to extend an apology for the frustration you have experienced. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to assist you over the phone prior to this complaint and thank you for bringing this to our attention.
  
  I have looked into your case and found that you did have a poor patient experience at the time of service. Due to this we will be adjusting the balance as a courtesy. If you feel that this issue is resolved in a way that you feel confident we have taken care of and addressed your needs as well as concerns please close this complaint on the BBB site.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

• Initial Complaint

  Date:10/31/2022

  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.

  On July 7, 2022 I had a colonoscopy. The G/I doctor submitted his claim to my primary insurance *********** Between my primary insurance and secondary insurance, the claim was paid in full. Recently I received a separate bill from ********** Services of Virginia for $1,164.12. They never submitted their claim to ******** or my secondary insurance. My attempts to call them have been futile (wait time of 46 minutes today, for example).

  Business Response

  Date: 11/01/2022

  11/01/2022
  
  BBB of West ********
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: 18338274
  
  
  This is in response to a communication filed by ******************************* regarding services rendered by American Anesthesiology.Elevate provides billing services on behalf of American Anesthesiology. As a result, Elevate handles invoicing and customer service calls related to ********************************************** billing.
  
  We would like to extend an apology for the frustration experienced by ********************. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to assist in this concern, without the assistance of your office. We will have a supervisor reach out to further assist, as we were unable to locate his account with the information provided.
  
  
  
  
  
  Sincerely,
  
  *************************
  Escalation Manager|ElevatePFS
  ************

• Initial Complaint

  Date:10/03/2022

  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 set up automatic payments through my health savings card for my balance through their customer service center and when, for some reason, they could not bill my card they claim they tried contacting me via phone and without any further communication they sent my account to collections. They never contacted me and when I asked why they didn't mail any letters they stated that they do not do that once automatic payments are set up, which does not make any sense. I had more than enough funds in my health savings account at that time and can prove it so whatever issue they had with charging my account is their fault to begin with. I have contacted them over and over to request they transfer my account back from collections. The issue was escalated to ******************* and I kept being told they are working on it and called and left several messages. I was told I would get a call back but I was just sent a letter by the collections agency saying that this company has refused to transfer the account back because they tried to bill me but were unable to. I explained the reason for that to **** and several customer service agents so for them to then use that as an excuse again is frustrating. This is a scam of a company and they have a habit of doing this based on reviews I am seeing here and on ******* They purposefully set up their communication methods (or lack there of) in a way so that customers will end ** in this position. For someone to go through health issues and deal with this while trying to recover, it is so sad that a company would take advantage of people like this.

  Business Response

  Date: 10/19/2022

  
  
  10/19/22
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *********************,
  
  We at American Anesthesiology would like to extend an apology for the frustration you have experienced as well as the delayed response. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to resolve this for you over the phone prior to this complaint.
  
  Upon review of the account history it has been decided that these charges will be returned from collections. You were incorrectly billed the full $1,883.70 for the charge rather than your deductible amount of $745.89. The balance will also be corrected to $662.28 as you also made a payment in September for $83.61.
  
  Please allow time for the account to be returned from the agency and the balance to be corrected. You will be receiving a new statement in the mail once this is complete. If you feel that this issue is resolved in a way that you feel confident we have taken care of and addressed your needs as well as concerns please take a moment to close this issue on the BBB website.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

• Initial Complaint

  Date:08/10/2022

  Type:Sales and Advertising 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 had back surgery on 8/16/2021. American Anesthesiology of VA. billed me for $11,232.85 of which my insurance company (Anthem BC/BS FEDERAL) covered all but $119.41. However, American Anesthesiology of VA. claimed I owed them $2,198.41. I have made numerous calls as have representatives from BC/BS in attempts to resolve this without any success. I've continuously been told that the account is still under review. As recently as today (8/10/22) I was told that the account had been elevated for urgent review on July 30,, 2022 but no further activity was indicated. I'ts approaching a year without a resolution.

  Business Response

  Date: 08/12/2022

  08/12/2022
  
  BBB of West ********
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: 17701114
  
  
  This is in response to a complaint filed by *********************** regarding services rendered by American Anesthesiology. We have been unsuccessful in locating an account with the information provided. ************* can reach our office at ************, and we will be able to better assist in locating her account. We will also make an attempt to reach out to see if we can better assist.
  
  
  
  
  Sincerely,
  
  *************************
  Escalation Manager|ElevatePFS
  ************
  

• Initial Complaint

  Date:06/24/2022

  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 had a colonoscopy last year which should have been covered by my insurance company. My doctor told me it would be fully covered, but something was found which changes the billing. This is understood. It should still be covered for the most part. Then I received a **** for the full cost of the Anesthesiology service. Everyone else involved was able to process their bills through my insurance company and receive payment. I've spoken with American Anesthesiology Of Virginia several times regarding the $1092 ****. Months ago I spoke to someone over the phone who determined it was just a billing/coding problem and I paid a $100 co-pay which they now have no record of. I thought this issue was resolved, started getting billed again and was quickly thrown into a collection agency. Clearly, something went wrong if no part of anesthesiology for a colonoscopy is being covered by your insurance company. I explained (again) that *************** Shield isn't the easiest with coding, so it's best to call the number on the card which they already have and I again provided. Last week they were going to re-submit. This week I discovered that this **** is already on my credit report and affected my credit score. Throwing me into a collection agency is the last straw. This is unacceptable.

  Business Response

  Date: 06/30/2022

  
  06/30/2022
  
  BBB of West ********
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: 17475682
  
  
  This is in response to a complaint filed by ********************* regarding services rendered by American Anesthesiology. Elevate provides billing services on behalf of American Anesthesiology. As a result, Elevate handles invoicing and customer service calls related to ********************************************** billing.
  
  We would like to extend an apology for the frustration experienced by *********************. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to assist ********************* without the assistance of your office.
  
  The account has been escalated for further review and we will have a supervisor place a call to *****************.
  
  
  
  Sincerely,
  
  *************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 07/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am more than willing to discuss this further to find a suitable resolution for all involved parties. Please be advised that I received texts on 7/3 and 7/4 regarding a "new ****" from American Anesthesiology of Virginia which is for the same amount of $1,130.22. In looking at the CareFirst member portal, there is still no record of any claim having been submitted. I also still take issue, most of all, with this having been reported to credit agencies as a collection.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/13/2022

  Type:Sales and Advertising 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 had a medical procedure on December 3 2021 and ******** paid $2,394.86 ( on 12-28-21) of the **** of $2,448.81, leaving a balance of $53.95. On Feburary 8, 2022 I received a **** saying I owed them the above amount. I contacted them on 4-5-21 and told the I had a secondary Insurance (Anthem BCBS Va) and they pay all extras. They said they would **** them. On 3-26-22 I received another letter from them saying I had to pay the balance, and again I called the and explained the situation. On 5-6-22 I received the third FINAL Notice of the past due I owed them. I again called and the woman said she would call Anthem while was on the phone. She came back on and said there was a coding problem, but it was Anthems fault. I said don't you do the coding, and she said it was there fault. I called Anthem and was told it was a coding problem on American Anesthesiology end.

  Business Response

  Date: 05/16/2022

  
  05/16/2022
  
  BBB of West ********
  ********************************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: 17200575
  
  
  This is in response to a complaint filed by ***************************** regarding services rendered by American Anesthesiology. Elevate provides billing services on behalf of American Anesthesiology. As a result, Elevate handles invoicing and customer service calls related to ********************************************** billing.
  
  We would like to extend an apology for the frustration experienced by *****************************. Our primary objective is to resolve concerns directly with patients. We apologize we were unable to assist ***************************** without the assistance of your office.
  
  Mr. Whildins account is on an escalated hold for review. A supervisor will follow up with him once there is a resolution.
  
  
  
  Sincerely,
  
  *************************
  Escalation Manager|**********
  ************