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:11/03/2023

  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.

  Service was performed by Virtual ********* Services on 1/31/23. Received a bill 3/31/23. Called about the bill to see why it was received. Told they did not hear from my insurance company that is why they billed me. I told them the wrong insurance information is on invoice. They said it does not matter and I had to contact my insurance company. I did and received a call back and from my insurance company everything was taken care of. In June started getting daily calls and threatened to send to collection. Paid the bill based on the fact the bill was going to collection. Called our insurance company and they contacted them and gave insurance information. Placed numerous phone calls in June to Virtual Radiologic Professional and was told they billed my insurance company and received no response. Also told no record since it was paid. Kept asking for proof and they said not their policy. Called July 18 and told they needed additional information to bill. Interesting since I was told numerous times it was billed and they got no response. Got the information requested from my insurance company and emailed on August 18th. Numerous phone calls and same responses from them that they billed it and did not hear back. My insurance company never received. I would like them to bill my insurance company and refund my money. Verified on numerous occasions they have my insurance information.It is interesting when you call the option number two is for Lawyers.

  Business Response

  Date: 11/14/2023

  11/14/2023
  
  BBB of West ********
  ***********************************
  ************, ** 49546
  
  ATTN:*************************
  
              RE: 20819821
  
  Dear *****************************,
  
  We at vRad 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 this refund has been issued today,November 14, 2023.  
  
  We will have a supervisor call you for follow up and ensure 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.
  
  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 complaint on the BBB site.
  
  
  Thank You,
  *************************
  Escalations Manager
  Elevate ***************** Solutions
  D:************
  
  
  

• Initial Complaint

  Date:10/25/2023

  Type:Order 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 the routine mammogram in the beginning of 2023. Virtual Radiology billed and **************** paid them. According to the **** I don't need to pay them at all since it is preventive. Yet Virtual Radiology keeps sending me the check. I called them multiple times and **************** also called them multiple times to explain. They would not listen. And eventually send me to the debt collector service. As a medical provider myself, I feel shameful to admit there is such an unethical entity exist.

  Business Response

  Date: 10/30/2023

  10/30/23
  
  BBB
  ***************************************************************************
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *********************,
  
  We at vRad 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 the following. The charge was denied as not covered under the benefit plan and our system automatically turned this over to patient responsibility.We disputed the denial with insurance and were advised the charge was denied because the maximum allowed per site has been exceeded (maximum benefits). This should not have been the patients responsibility.
  
  Due to the error on our part,this will be removed from collections. 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 complaint on the BBB site.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair 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.

  Last July 15, I became ill vacationing in *******, **. The hospital there ran many tests. During that time, we paid all my hospital bills, which were all discounted/ adjusted due to my BCBS of OK insurance. Months later I began getting a bill from Virtual Radiologic Professionals of a total of $415.00.We have called many many times and have had BCBS insurance people call for us. BCBS has NEVER gotten a claim on this. We cannot get Virtual Radiologic to send a claim to BCBS of OK. This claim should be at least partially covered, possibly 100 percent. Please help!My act ID number is ********

  Business Response

  Date: 08/28/2023

  08/28/2023
  
  BBB of West ********
  ***********************************
  ************, ** 49546
  
  ATTN:*************************
  
              RE: 20522374
  
  Dear ***********************,  
  We at VRad, would like to extend an apology for the frustration experienced by you.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 the following. We filed the charge in question to your BCBS insurance, policy YUQ9470388884, several times and receive a denial of not covered on date of service. May we please have you confirm if this policy number is correct for billing?
  
  We will also have a supervisor call you for follow up and ensure 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.
  
  Thank you,
  
  *************************
  Escalation Manager|ElevatePFS
  ************
  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20522374
  
  I am rejecting this response because:

  At the time of my illness ( 07/15/2022) I was on my mom's insurance policy- *********************

  Policy # *** 038 8884

  This policy was terminated as of 03/01/2023,  I now have my own insurance policy but this claim will need to be submitted to BCBS under the original number. All my other claims for 07/15/2022 were processed and paid through BCBS under this policy.

  We did not get your first bill for quite some time after the other claims were paid. Please submit again to BCBS with explanation.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2023

  09/07/2023
  
  BBB of West ********
  ***********************************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: 20522374
  
  
  This is in response to a communication filed by *********************** regarding services rendered by Virtual Radiologic Professionals.
  
  I have looked into your case and found that this balance should be adjusted for timely filing.
  
  Due to the error on our part,we have adjusted this balance to $0. We will have a supervisor call you for follow up and ensure 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.
  
  *************************
  Escalations Manager
  Elevate ***************** Solutions
  D: ************
  

  Customer Answer

  Date: 09/11/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:07/25/2023

  Type:Order 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.

  vRad is billing me $688.00 for professional services for reading my x-rays. I was in a car accident and transported via ambulance. I required emergency surgery. After contacting them last year with my correct insurance information they failed to correct their records. It is now past timely filing. According to the ******** Claims Manual Section **** - Determination of Untimely Filing and Resulting Actions they are only allowed to bill for such deductible/coinsurance amounts. I also have Tricare for life which would have crossed over and paid any deductible/coinsurance. Therefore I should not be responsible for this bill as I would have had no patient responsibility. All other providers including the facility have been paid. vRad could have contact the facility to obtain this information. They could have also obtain it from the fiscal intermediary's website Novitasphere.

  Business Response

  Date: 08/09/2023

  8/9/23
  
  BBB
  ***************************************************************************
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear ***************************,
  
  We at vRad 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 this balance should be adjusted for timely filing.
  
  Due to the error on our part,we have adjusted this balance to $0. We will have a supervisor call you for follow up and ensure 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.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 08/14/2023

   
  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:03/30/2023

  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.

  I received a bill from them in January from a date of service from 7/11/2022. This was never submitted to my insurance even though on the billing statement it has my insurance name listed under primary insurance. I tried to reach them several times and finally got a hold of them in February, they said the bill had already been sent to collections, provided me with a collection company name of CRME, phone number **************, I call them, they do not have my account. I call them back and they said they cannot do anything now since they do not have my account. I asked them to submit the bill to my insurance and then send me a new bill. Just kept saying the bill is not with us any longer. This seems to be a common issue with this company that they do not process the bills with insurance and just send the bill to the customer in hopes they just pay it not noticing that the insurance has not been submitted and if they receive no payment then it goes to collections. The date of service was last year and now I am getting a bill 6 months later? Seems quite odd. I did confirm with the provider, that they do utilize the service, so the billing is legitimate. I would like my bill ran through the insurance first then sent back to me. Also if it is in collections, I have nothing received in the mail that it went to collections and when trying to call that place they cannot locate the account? This has been beyond frustrating and a waste of my time if they would have just done their jobs correctly the first time.ID # ******** My insurance is listed as *************** on the bill ******* is $453 Final Notice received on 2/6/23 Went to collections on 3/8/23 Date of Service 7/11/22

  Business Response

  Date: 04/11/2023

  04/11/2023
  
  BBB of West ********
  ***************************************************************************
  
  ATTN:*************************
  
              RE: 19874085
  Dear ***************************,
  
  We at VRAD, would like to extend an apology for the frustration experienced by you.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 the following. It appears your insurance carrier, *************** is what we show listed in our files but they did not respond to our claim.
  
  We mailed billing statements on 11/09/2022, 12/08/2022, 01/07/2023, and 02/06/2023. We did not receive any communication from you and so the account reached the end of our program and went to collections on 03/08/2023. You called our billing department on 03/13/2023 to add insurance, however the account was already removed from our billing system.
  
  CMRE may not have your account detail yet, as it does take approximately ***** days before the agency will have this balance to resolve.  Please allow this time frame before resolving directly with the agency.
  
  
  Sincerely,
  
  *************************
  Escalation Manager|ElevatePFS
  ************
  
  

• Initial Complaint

  Date:03/25/2023

  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 received a bill for $533.00 from vRAD Services located in *******, ** for emergency services for my husband on 11/19/20** ID# ********. Upon checking my ******** and secondary insurances I discovered they never submitted the claim to either party. I spoke with them, gave the proper information regarding insurance accounts and asked to have the claim resubmitted. There has been no report to my husband's primary care physician on exactly what the findings were, or any copy of CT scans supposedly done by this business. My husband has had many scans done over the course of his medical history; never once was a claim denied by either ******** or by secondary insurance; ******** Part B claim #**-**335-115-240 indicates this service was NOT APPROVED, and maximum you may be billed is ZERO. I suspect this is at the very least a scam, or at worst an attempt to defraud ********. This business has had many complaints regarding payment issues, and their business practices should be looked into more closely.

  Business Response

  Date: 04/26/2023

  4/26/23
  
  BBB
  ***************************************************************************
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *************************,
  
  We at vRad 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 the following. This was initially billed to ******** and denied for Injury is Liability of No-Fault Carrier. It was then sent to your secondary insurance who denied for noncovered service and left the balance as patient responsibility. This is why the balance was billed to the patient. The charge has been sent for ******** billing on 3/8/23.
  
  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 complaint on the BBB site.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19851905
  
  I am rejecting this response because: The copy of the ******** summary form I provided in the attachment of my original complaint clearly indicates there should be ZERO billed for this service.  Submitting it again will get the same response.  I have no intention of paying for a service that I did not receive.

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

  Business Response

  Date: 05/09/2023

  5/9/23
  
  BBB
  ***************************************************************************
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *************************,
  
  Thank you for providing supporting documentation. Unfortunately the *** you attached is a partial *** and does not show the denial. Please review the complete *** or follow up with ******** directly to confirm the denial.
  
  At this time we are attempting to resolve the denial through ********; we are not simply resubmitting a duplicate claim. If there is any patient responsibility you will receive an updated statement. If the balance is closed you will not hear anything further.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising 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 an invoice from this company almost a year after service for $168. I wasnt even aware this service had been provided until I received the invoice. The invoice states that no insurance was provided, but the medical facility where the service was performed had my insurance on file. Had it been billed correctly a year ago, I wouldnt owe anything since I met my insurance deductible and out of pocket amount. I tried to resolve this with the company itself, but they are wanting to bill my insurance for this charge now. Since its a new year, my deductible/out of pocket isnt met.

  Business Response

  Date: 02/24/2023

  2/24/23
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *************************,
  
  We at vRad 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 the first statement sent to you was in 2023 and the claim would be subject to your 2023 out of pocket if we were to submit the claim this year.We apologize for this inconvenience.
  
  Unfortunately we are completely separate from the facility and received no insurance information with your file. To resolve this balance through insurance payment or adjustment please provide your insurance information.  
  
  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 complaint on the BBB site.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19408659
  
  I am rejecting this response because the first statement I received shouldnt have been 11 months after the service was performed. I dont mind providing my insurance information, but if Im left with a balance after it is processed by my insurance, I would like to discuss a price adjustment / balance write-off. If this would have been billed timely, my insurance would have covered it since my out of pocket was met in 2022. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2023

  3/10/23
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *************************,
  
  This is in response to your rejection of our initial response.
  
  We have obtained your insurance information via phone and the account is holding for review. If any balance is left after insurance processing we would be willing to review an adjustment of the balance.
  
  Please contact us if there is any balance after insurance and we will have the account reviewed for said adjustment.
  
  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 complaint on the BBB site.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 03/13/2023

   
  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:01/09/2023

  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 am handling my mother's medical bills as she was hospitalized for 9 months. Many bills were received from this company without them submitting properly to insurance. When I contact them they will not assist and continue to send bills. My current bill I am disputing with them is for 3 charges as follows. Billing ID: ******** statement dated 12/29/2022 9/29/22 CT of the head billing me $222 - This is in process with insurance and is being billed before insurance has completed payment, $0 is ACTUALLY due from patient.9/11/22 CT of head billing me $168 - This has not been submitted to insurance as it should be, $0 is actually due from patient.4/19/22 CT billing me $168 - This was submitted and paid by insurance, $0 is actually due from patient. There were other requests denied on this date as well because they are submitting wrong (per insurance)The most recent call to this company was on 1/9/22 and they want me to prove the above statements, they have access and better information to their own records and to the insurance company. They are forcing the patient to either pay funds that are actually not due or contact insurance to prove they are doing their jobs incorrectly. They are unhelpful and unwilling to fix their issues. This is the 2nd time I have had this exact problem with this company.I included claim history from insurance for the dates in question, the company is either submitting claims incorrectly or not submitting at all. I am concerned patients who do not understand how to review their claim history with insurance are paying money that is not due and this company is double dipping by collecting from patient and insurance.

  Business Response

  Date: 01/10/2023

  
  
  1/10/23
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *********************,
  
  We at vRad 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 the following. All three DOS 4/19/22, 9/11/22, and 9/29/22 were billed to and denied by insurance as noncovered. To resolve we typically would need insurance to reprocess the claim or provide details regarding the coding error. In this case we have escalated all three charges and they are holding for review. We hope to have this resolved with the insurance without further intervention needed on your part.
  
  Once we have the resolution we will have a supervisor call you to follow up and ensure 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.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18708559
  
  I am rejecting this response because:

  the same day I filed this complaint I spoke with insurance. They called you while I was on hold to go through each claim. None of the 2 of the 3 claims were ever never submitted by your company and 1 a formal letter was sent by them indicating why it was rejected. They have very clear instructions to your representative on what was to be done. Your company should not be billing patients without giving them the knowledge of what was attempted. When I call your company you are of no assistance and have no interest in helping the patient find the problem and resolve the issue. Until I see clear indication you have done exactly what they indicated and the bills have been cleared I do not see this issue as resolved as this is the second time i am going through this exact issue with your company.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/25/2023

  1/25/23
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: *************************
  
              RE: Complaint ID ********
  
  
  Dear *********************,
  
  We apologize for this not being resolved to your satisfaction so quickly and that you have not received the information you are asking for.
  
  These claims were originally filed to the National plan which went to ************** and BC of **********;both were rejected as claim rejected due to an unspecified discrepancy with the Insured Number on the claim. Please validate the member ID on the insurance card and verify that the claim is being submitted to the correct payer. We then sent claims to BCBS NY Empire and these were denied as claim/service not covered by this payer/contractor. You must send the claim/service to the correct payer/contractor. This is when we started billing the patient.
  
  We do need to allow time for insurance to process the claims. Once we receive the *** from insurance more time will have to be allowed to review and post the payments and adjustments. If Excellus denies the claims the balance will be adjusted to $0 and you will not receive an additional statement. If the claims are processed to patient responsibility a new statement will be sent. This will not be resolved by the 1/28 deadline.
  
  
  Thank you,
  ***************************
  Escalation Manager|ElevatePFS
  ************
  
  

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair 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 went to *** ER on 11/29/21, I had no idea that *** worked with Virtual Radiological Peofessionals, I was never told that they even exist or that I should anticipate a **** from them. I had never heard of this company until 7/13/22 when I received a call from a debt collector. I would be more than happy to pay my **** in full, if I receive a ****. I have never gotten a **** from them. When I called them on 7/13/22 after speaking with *** to confirm they were a legitimate business involved in my care on 11/29/22, I then called them. I spoke with a customer care agent on 7/13 asking for a **** and he discovered that they didnt have the unit # for my address and that the **** had been sent back to them. He told me that he put in a request for the **** to be sent back out to me and that I should receive it 5-7 days at which time I could then call and get my account deactivated so that I could pay. On 7/29/22 I still didnt have a **** so I called and spoke with a supervisor- he never even put in a request. ******, the supervisor said she couldnt get me a ****, but her supervisor should and that I should expect a call back from *******. On 8/3/22, still no call, so I called, the agent put me on hold and then hung up! So I called back and I was on hold again and they hung up a second time!! Im more than happy to pay in full what I owe but I want to have a **** first! I have never received a ****!!!

  Business Response

  Date: 08/04/2022

  Tell us why here...8/4/22
  
  BBB
  3330 ***************
  ************, ** 49546
  
  ATTN: ****************************
  
              RE: Complaint ID ********
  
  
  Dear *****,
  
  We at vRad, 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 the first statement dated 1/25/22 was mailed without the unit number listed on the address but did not receive the statement back in the mail.We followed up with text statements to you on 3/31/22 and 5/23/22. We also left voicemails at your phone number on 5/10/22 and 6/9/22 before the account was turned over to our collection agency on 6/22/22 due to no response.
  
  Due to the error with the unit number we are going to escalate this account to review your requested correction to your credit report. We will also be reviewing your customer service complaints. A supervisor will call you for follow up and to ensure that this issue is resolved in a way that you feel confident that we have taken care of and addressed your needs as well as concerns.
  
  
  Thank you,
  
  ***************************
  Escalation Manager|ElevatePFS
  ************

  Customer Answer

  Date: 08/04/2022

   
  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:06/14/2022

  Type:Order 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 received a text message from them regarding a **** on April 1st. I contacted them asking for information about it since I had not received anything in the mail that would allow me to log in to view my information. I asked them to send another letter so I could access it and I never received it. Today June 14th I receive a call from a debt collector about trying to receive payment for this company. They failed to provide anything for me to access my account to even see how much I owe. This company just wants people to go into collections obviously since they can not do their job and provide documentation.