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:12/13/2024

  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.

  They are handling the billing for the physical therapy I received through peak performance. At **** performance I paid each visit before service were rendered every time. I keep receiving a bill from Boone Health and they are now harassing me at this point threatening collections. I have called to address this and even sent proof of payment from peak of performance to boone health per their request and they are still sending bills. I have called twice since then and they keep telling me it has been resolved but still have a balance as of today. Last call I insisted to speak with a manager or supervisor and they would not transfer me and was supposed to get a call back. It has been 48 hours an no call. My job is dependent on good credit and a collection could jeopardize my employment which affects my family. Their billing system is flawed and do not seem to care about resolving this.

  Customer Answer

  Date: 12/26/2024

  The removed the balance and has been resolved. 

• Initial Complaint

  Date:07/16/2024

  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.

  Please see full document in the upload file section: Issue: Received bill for medical appointment on July 1, 2021.Patient at Boone Medical from 2021-2023.Began seeing PCP on September 26, 2019, at Boone Medical, initially owned by BJC but went independent in April 2019.Insurance: MedPay, coverage from January 2019 to January 2023.**** received for full cost, surprising due to $40 co-pay insurance plan.Billing department informed me there was a switch in EMRs and my insurance info did not transfer correctly.No notification or request for updated insurance info during the July 1, 2021, appointment.In late May 2023, received the same bill again.Boone Medical's billing department advised contacting MedPay.MedPay shared there were Two late claims submitted by Boone Medical on June 1, 2023: January 11, 2022 (claim **********) and July 1, 2021 (claim **********). 7/1/21 was beyond time limits for processing. MedPay reports they processed a $417 lab work claim from July 1, 2021, but did not get physician claim for 7/1/21 appointment until 6/1/2023.Boone Medical's billing department failed to submit the physician claim.Boone Medical has attempted to send the bill to collections for the full cost of the appointment.Billing department staff member advised not to worry about future bills last year, but no follow-up was received.Boone Medical billing representative refused to escalate my complaint or allow me to speak to a supervisor.MedPay records indicate Boone Medical did not take necessary steps to process the claim correctly.MedPay's contract with Boone Medical stipulates 90 days to submit a claim.Explanation of benefits from MedPay documents $0 patient responsibility for the appointment.Boone Medical's negligence in switching to a new EMR system should not result in punitive actions against patients.Urge Boone Medical to rectify this situation promptly.

  Customer Answer

  Date: 07/17/2024

  The following is my full complaint as I was not allotted enough characters.

  Business Name: Boone Medical

  I am writing to address an issue concerning a bill I received for a medical appointment that

  took place on July 1, 2021. I was a patient receiving primary care services at Boone Medical

  from 2021 to 2023, and I am hoping to resolve this matter amicably and fairly.

  I began seeing my primary care physician (PCP) on September 26, 2019 at Boone Medical

  group initially owned by BJC but April 2021 went independent. My insurance, MedPay,

  remained the same from January 2019 to January 2023. At some point after a visit in July 2021,

  I received a bill for the full cost of the appointment. If I remember correctly, the bill was not sent

  to me immediately and it took a while after the appointment to be notified. A full cost bill was

  surprising as I had an insurance plan with co-pays of $40. Upon inquiry with the billing

  department, I was informed there was a switch in electronic medical records (EMRs) and my

  insurance information had not transferred correctly. I was assured this would be resolved. (I

  would like to highlight at no point before/during/or at check out for my 7/1/21 appointment did

  any staff member share they switched to a new EMR and needed my insurance information

  again because this information did not transition over OR call me to share they have realized

  systemically there were errors with pulling their old data from the old EMR into the new EMR

  and request me to provide this information to them again. I would also like to highlight as a

  clinician who has participated in my fair share of switching over to new EMRs it is imperative to

  be diligent in verifying information and typically, you do have access to the old EMR to get the

  old data when needed.)

  However, in late May 2023 (almost 2 years later), I received the same bill again. When I

  contacted Boone Medical's billing department, I was advised to call MedPay, my insurance

  provider. MedPay informed me they had received a claim request that was rejected but there

  was an error that needed adjustment. I was told at that time that, unfortunately, the claim for

  July 1, 2021, was beyond the time limits for processing due to an incorrect physician ID.

  Today, when contacting MedPay, I was informed that there were actually two late claims that

  were submitted by Boone Medical on June 1, 2023: one for January 11, 2022 (claim

  **********) that had the wrong physician ID and another for July 1, 2021 (claim 2306010568),

  which MedPay had not received prior to June 1, 2023. During my insurance coverage from

  January 2018 to January 2023, MedPay shared that they processed a $417 lab work claim

  from July 1, 2021. This discrepancy suggests that Boone Medical's billing department failed to

  submit the physician claim while having my insurance information for the lab work, further

  confirming this issue being related to Boone Medical's billing departments negligence, not

  mine despite Boone sending me to collections over this claim.

  When I discussed this with a billing department staff member last year, she said she would

  escalate the issue to her supervisor and advised me not to worry about future bills because

  these things take time to resolve. Unfortunately, I never received any follow-up, and I recently

  learned that Boone Medical is now attempting to send this bill to collections for the full cost of

  the appointment.

  Additionally, when I called the billing department today, I was encouraged to call my insurance

  again. I requested to escalate my complaint or speak to a supervisor at the Boone Medical

  billing department, but my request was outright refused. The representative did not allow me to

  discuss the issue with any other person. He also insisted I did not have insurance so they

  wouldn't be taking me out of collections despite always having insurance and having proof you

  they have billed the alleged insurance I "don't have" for lab work completed on the same day

  as the claim in question. Upon calling MedPay as the Boone representative encouraged,MedPay suggested I stand my ground with Boone Medical, as their records clearly indicate

  that Boone Medical did not take the necessary steps to have this claim processed correctly

  and did in fact have the ability to process my claim, as evidenced by processing the lab work

  claim from the same day as the bill you are sending me to collections for. MedPay shared that

  their contact with Boone Medical stipulates they have 90 days from appointment to submit a

  claim. The explanation of benefits MedPay sent me specifically documents that it was sent

  6/1/23, with comments "time period has expired for consideration of this claim", total billed

  $204, total plan paid "0", total patient responsibility "0" with it saying next to it "total patient

  responsibility amount should be payable and mailed to the provider of services". This is

  notable because the other late claim processed on 6/1/23 specifically says "reprocessed claim

  **********" and now has a second claim number **********, demonstrating if Boone

  Medical had ever submitted a physician's services claim on 7/1/2021 there would be a claim

  number for initial filing and the second attempt on 6/1/23.

  I have not requested for the contract between Medpay and Boone Medical, but do know many

  contracts stipulate if a claim is failed to be completed on time it is not the responsibility of the

  patient to cover full cost, which I would gather is why my explanation of benefits documents I

  owe Boone Medical $0 for this appointment.

  I understand that Boone Hospital separated from BJC in April 2021, which resulted in

  significant organizational changes, including the switch to a new electronic medical record

  system. This transition may account for the issues they have run into but I do not believe I

  should be held responsible for their negligence. It is essential that medical companies uphold a

  higher standard in their business practices and documentation maintenance. Patients trust

  these institutions with their health and financial well-being, and it is unethical for an error on the

  part of Boone Medical to result in punitive actions such as sending a bill to collections. The

  transition to a new EMR system does not absolve Boone Medical of the responsibility to ensure

  accurate and timely claim submissions. This situation exemplifies a failure in maintaining the

  professional and ethical standards expected in the healthcare industry. I urge Boone Medical to

  rectify this situation promptly, as it is unjust and damaging to hold patients accountable for

  errors stemming from systemic negligence.

  Business Response

  Date: 08/01/2024

  Apologies for the delay in response.  Please see below from our billing team:

  At Boone Health, we take the healthcare services of our patients very seriously and this extends all the way through our billing practices.  It has come to our attention that you may have received a statement from an agency attempting to collect an aged balance on behalf of Boone Health.  This communication by this agency was inadvertent and the account has been resolved with nothing due from you, our patient.  Please be assured that your account was not reported to any credit reporting agency and your credit has not been affected in any way by this inadvertent communication.  We apologize for any inconvenience.  There is no further action needed on your part, but if you have any further questions, please reach out to our **************** team at, ************,please reference BA618.  

   

  Customer Answer

  Date: 08/01/2024

  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. I wish they would take a little more accountability vs acting like this was all an accident.. it has been years of back and forth about this specific charge.. this was not "inadvertent" thing. I also spoke to my doctor who made it sound like this has been a common issue for patients...They are really abusing power and taking advantage of the client's who have trusted them in being their provider.. but I accept that they have made my account to 0, finally.. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/05/2024

  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 doctor *********** 4/8 all preventative care, I got a bill 5/1/24 for lab work for $22.07. I called the billing company, they said the lab made a mistake and they would send it back for review, but I couldn't call back for over 30 days and they would not put the bill on hold. I called back today 6/5/24 more than 30 days, they stated it was resolved 5/2/24 and the doctor coded it so I had to call the doctor. I was very upset as this is the exact same issue I had with Boone in 2021, and the doctor ****** will tell me to call billing. I did call the doctors ****** and without actually asking what my problem was their ***************** Rep" told me she knew what I was talking about and it wasn't the doctor it was the insurance. This is the exact same scenario I dealt with in 2021, they just direct you to call someone else and it just goes in circles. You can review the prior complaints I made with the BBB for that billing issue that I believe was resolved only because I contacted the BBB. Please contact Boone Health and have them resolve this issue because I do not want to deal with their non existent customer service to remove these incorrect charges from my bill. I cannot believe this is still going with this organization.

  Business Response

  Date: 06/21/2024

  From our billing department:

  I did make contact with ***** and advised that we updated coding on the claim and sent it out for rebill. I advised that the account balance is 0 at this time.
  
  Thank you!
  

  Customer Answer

  Date: 06/21/2024

  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:04/26/2024

  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.

  This facility continues to try to send me to collections over a bill that should have been covered by bankruptcy. I have provided the correct documentation multiple times and they are trying to deny me certain services.

  Business Response

  Date: 05/17/2024

  Apologies for my late reply. 

  Our billing department has informed me that they have connected with you and requested necessary additional documentation.  Please provide this information at your earliest convenience.

• Initial Complaint

  Date:11/27/2023

  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.

  Last week I received a Final Notice billing from Boone Health for $479.00. However, the $479.00 billing has been in dispute since spring. This is the fifth time Ive contacted Boone Health regarding the billing error and have yet to receive a resolution. In March and May of 2023, I attended two office visits with a Nutritionist through the Boone Health system. My insurance covered these services however, Boone Health billed the visit location as outpatient/hospital which is inaccurate. The ******** can easily be resolved, by accurately documenting the place of service as office, submitting the bill to my insurance carrier for payment, and sending me a bill for the co-pay. This easy, and accurate, solution was discussed repeatedly with billing staff and they assured me the bills were sent back to be recoded, then there was a backlog for recoding, then the bill would was sent to a supervisor for resolution, and finally, the bill would be sent to the Escalation Team, but the inaccurate ******** continue. Saddened to say this is the second time Boone Healths inaccurate billing halted my health care and resulted in months of phone calls, stress, anxiety, and frustration. Earlier this year Boone Health improperly submitted a paid in full billing to a collection agency. After eight months of phone calls, sharing supporting documentation, and correspondence my communication fell on deaf ears. The collection agency said with Boone Health, this happens all the time. Not exactly something you want to hear about your healthcare provider. As a long-time supporter and patron of Boone Health, I expect accurate, timely information, and professionalism. Please correct the ******** immediately by accurately documenting the place of service as office, and submitting the bill to my insurance carrier for payment. I look forward to resolving this matter quickly.Thank you.

  Business Response

  Date: 11/28/2023

  Thank you for the opportunity to address your concerns. 

  I have discussed your complaint with our billing team.  Please find their response below:

  Boone Healths ******************** is credentialed as an outpatient department of the hospital, not as an office. Therefore, when billing claims to an insurance company, we must indicate services were provided in an outpatient setting not an office visit setting.
  
  Upon review of your claim, billing was accurate in accordance with how the department is credentialed. Insurance processed this claim correctly and applied services to your deductible. 

   

  Thank you and please let me know if you have any further questions.

   

  Customer Answer

  Date: 11/30/2023

  Thank you for your timely and succinct reply. 
  Frustrating it took eight months, five phone calls and a complaint to the BBB to receive this rather basic information that could, and should, have been communicated immediately.  
  
  Boone Health staff should have shared the same information prior to receipt of services.  While the staff at the ************* were friendly and personable, they never indicated services rendered would be applied to an outpatient deductible instead of a co-pay, even after inquiry at check-in.   
  
  Again, thank you for your response.  Well proceed accordingly.

• Initial Complaint

  Date:10/23/2023

  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.

  For almost a year I have been trying to work with Boone Hospital on billing issues/errors that they made on their part. This started when I visited 11/03/2022, which was the only bill sent regarding that visit. They also have been billing my insurance as a "speciality" doctor, but she is a family nurse practitioner. This has happened on multiple bills that they have "coded" it wrong which has claimed I had a $40 cope, but should have been $20. I have been called Boone for months regarding the billing issues because they claim it has been "escalated" or "in review" and they said since it was in review, nothing would happen. Randomly one day I got a letter in the mail that they sent that bill to collections. I called the collection agency to dispute it and they claim Boone "paid" it 10/17/23, but I have never received a call back from Boone and their representatives know nothing. On a random office visit I was informed that I had a $60 credit, but they still sent it to collections. They also claimed I was signed up for billing via email and texts, but never received it. They only sent "last notice" in the mail, but was never consistent. I have paid all my bills on time. I have had multiple billing issues that I have contacted them about and I can't seem to get a answer to how/when they were resolved. Its almost like they have committed insurance fraud by inappropriately billing my insure the wrong amount. I'm at the point of contacting a lawyer to get answers as they have not contacted me at all for almost a year. I'm not sure on the amount of money I have paid as it has been multiple ********, but I noticed they credited my insurance $130.00 at a random time and I was unaware to why. I also have the charges in my credit card to prove when I paid my bills, but they continue to send "last notice" or "expedite it" or say "someone will reach out to you within a week"...

  Business Response

  Date: 11/09/2023

  Response from our billing escalations department:

  I have made contact with ****** and I went over his issues. He was upset with us because there were claims that he had that were billed incorrectly, and there were accounts that were sent to collections. He was trying to get it corrected but was not successful.It looks like we corrected the claims on our end, and his account reflected credits due back to him. He had other open balances on his account for different dates of services, so it looks like we applied his credits to the open balances and we refunded him the difference. I went over this with him. He wanted to know more info on the claims we sent his insurance from November of last year to September of this year. I told him that I will generate itemized bills for those accounts and will send them to him. My request was put in today and should be fulfilled. I believe this patient is closed on my end, however I think he wants to double check our work before he closes this issue with the BBB. I think the itemized bills will help him with understanding what happened to his accounts and his credits. 
  

• Initial Complaint

  Date:06/25/2023

  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.

  On 03/10/2023, daughter taken to ER Boone Hospital. Hospital filed claim with Insurance with incorrect sponsor claim ID. 05/11/2023 the hospital was informed to refill billing statement using correct claim ID which was provided in person at hospital and calling Boone Health claim number. I even wrote hospital a letter 5/27/2024 explaining and they still cant get corrected. Both times I was told claim would be refilled, escalated to process claim billing statement. On 06/19/2023 I received another notice stating urgent action required. Next step is direct contact with Hospital Chief to assist the billing department as they seem to not know what to do I lost total confidence in this hospital and will never use in future dealings

  Business Response

  Date: 06/26/2023

  Billing team reached out to ******************. He got confirmation from his insurance that they received the corrected claim on 6/6/2023 and they stated to him that they paid it out on 6/20/2023. We just need to allow time for the payment to be posted from the insurance. Billing team let him know to reach out to customer service if he wants piece of mind to know that we wont bill him anymore. There is no balance on the account that we are trying to collect at this time. 

  Customer Answer

  Date: 06/26/2023

  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:06/24/2023

  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 have been using Boone HospitaI for over 50 years. Never have I ever not paid my ****s or been turned over to a collection agency. I had set up payment plan in 4/16/2021 and been making payments on my Guarantor account (this number is always the same for all ********). Boone is always adding new visit amounts to this same account. I was paying online and using my online portal for my current balance update. Then On February 25, 2023 it showed NO BALANCE was due as of this date. So my account showed paid in full. Then on May 9, 2023 I received a statement from Boone for $195.69 due for a ER visit of March 31, 2022. So I began sorting through all my paperwork for Insurance and personal payments to try and figured this out. Several calls sitting on Hold to Boones ****ing department also. Note: in the mean time my husband receives a **** *** services at Boone. I go online to pay 4/29/23 $117.24 and get my confirmation code. When I check my checking account ********************** has double charged my account for the $117.24. I have been since the end of April (two months) trying to get my money back! It has to be a paper check, it will take about 10 days to receive, it is being worked, it is in review. These are some of things I was told when I called. Then on 6/9/2023 they turn my balance over to a collector. Holding my money they took/stole out of my account. They only had my permission for $117.24 NOT $234.48.Now they are trying to say my husband has a balance due clear back in 2022 also (of which we have NO STATEMENT showing this at all). They are wanting to apply my money to this amount. We have never received any statements on this. This kind of practice does not sound very legal to me! Not what customers should have to be dealing with!

  Business Response

  Date: 07/17/2023

  Apologies for taking so long to respond to your complaint.  Your complaint was forwarded to our billing team.  They informed me this morning that you have been refunded back $117.24.  Please accept our apologies.

  Customer Answer

  Date: 07/18/2023

  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:06/09/2023

  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.

  ** November 2022, I went to Boone Hospital. My health insurance provider, ********** Blue Shield of ********, told me I may owe up to $89.68. However, Boone Health tendered a statement to me in the following 2-3 weeks claiming I owed them $250.00. I called Boone Healths billing phone number for the first of several times in December 2022, 888-538-1535. I explained the discrepancy to the employee on the other end of the telephone between the amount Boone Hospital claimed I owed, and the amount my health insurance claimed I owed. They said, in essence, they would forward the discrepancy to the escalations team, escalations department, or something to that effect. Between that phone call and late April, I made at least one, up to three more phone calls with the same telephone number, for the same reason: I continued to receive statements from Boone Hospital claiming I owed $250.00 when my health insurance account maintained I may owe up to $89.68. The person on the other end of the phone said they would send the issue to escalation. About April 20, 2023, I received another statement claiming the $250.00 was past due. I spoke to another employee on or about May 4, 2023, explaining how this was concerning. She told me, in part, their records showed I called for the same reason before, and she would forward the issue to the escalation team. On June 9, 2023, I received another statement from Boone Hospital claiming your account is now seriously past due. Unless payment in full is received by the due date [upon receipt], your account will be referred to a collection agency and may be reported to one or more national credit reporting agencies. Also, this is a final notice regarding your past due balance. If you do not call ** within 10 working days, and met your payment in full, your account will qualify for a referral to an outside collection agency.I therefore paid $250.00 under duress and fear of defamation on June 9, 2023. I am beyond upset.

  Business Response

  Date: 06/23/2023

  There were 2 issues for this and we were waiting for resolution on those before I got back with you.His physician account ************ and his hospital account ************ have been fully resolved. The physicians bill did not have the correct ID for his insurance, so we have corrected it and pushed a new claim to be sent to insurance. The hospital claim had a balance that was sitting in the insurance bucket with also a balance in self-pay. This issue was also resolved. In conclusion, we are waiting for a response from the insurance on the physicians bill, and the hospital bill is showing a balance due of ***** per the *** we have on file. I am currently trying to contact **** to give him the news. I will attempt to contact 2 more times before I close. 

  Contact was made with **** and a refund has been issued for the overpayment, at his request.  Thank you for your patience.

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  The response tendered by Boone Health is true and accurate.  I spoke to an employee 2-3 times between June 12 and the present.  The employee's representations over the phone are idential to those expressed in their written response to my complaint.  I look forward to the completion of the remedial actions they promise to make.  
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:06/06/2023

  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.

  We have lived in ********, ** for 18 years and have prided ourselves on paying the bills as soon as received in the mail. On Sat 6/03/23 we got a notice from ********* ( a debt collector ) for an amount owed Boone Hospital since 6/03/22. Because of a long wait time on Monday, we called the ** billing **** on Tues 6/06/23 for some history. The rep was pleasant and told us it was for lab work ordered by our primary care doctor. She said billing notices were mailed on 8/30/22, on 9/30/22, on 10/31/22 and a final on 11/30/22. She confirmed the address to be correct. We have NEVER received ANY notice regarding this charge! Now it's gone to a collections agency!She explained records show the notices generated and would have been mailed and that was all she could tell us. At this point, we have to contact *** b/c it's their account now. It's not the amount - it's only $10 - but we would have paid it had we received a bill. If we do pay it, we "admit' fault. I want someone to find out why we never got a notice, the account removed from collections and all records cleared, the account sent back to ********************** and a notice mailed to me as "current" ( with a call or text from ** that it has been sent - leave a voice mail - I get a lot of ******** sales calls ). I will then gladly pay the bill.Reviewing other complaints reveal a communications problem with Boone, so I hope this will be resolved ASAP b/c of a time limit stated in the *** letter and the steps I've asked for to be completed.

  Business Response

  Date: 06/12/2023

  Boone Health's billing department was able to make contact with ***** and her spouse, ***********  ****************** advises that they will pull the account of collections and once the update is completed, they will reach back out to settle the debt in whichever way they wish to settle.

  Customer Answer

  Date: 06/13/2023

  We were contacted by the billing **** rep and were told they would recall the account from the collections firm. When it gets updated in their records, he will contact me for resolution. He said the small amount ($10) should not have been turned over to collections anyway. He also stated there is, or will be soon, a law that keeps debts under a certain amount from affecting customers' credit records.

  I appreciate the action he's taking and explained that I hope he will investigate to see why I never received the statements, but I realize that *** not be possible. 

  I'm waiting to hear back from him.

  Customer Answer

  Date: 06/13/2023

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