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:04/20/2023

  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.

  I got charged 30.00 on 4/19 and 130 on March 24th. Neither of these charges were authorized. I did not receive any invoices or notice that any money was due. I was never given the chance to discuss any of this with my insurance company, they just took my money. On April 19 I did not have a visit and I have no idea why I got charged 30. They do not notify their patients that any money is due and charge them anyway. I would like a refund so that I can review with my insurance and then pay the way I desire to. I do not want them taking money without my permission.

  

  Business Response

  Date: 05/09/2023

  PLEASE SEE ATTACHED DOCUMENTS CONCERNING THE COLLECTION OF PAYMENTS FOR 160.00 FOR OVERDUE PAYMENTS 30-90 DAYS FOR MEDICAL VISITS. WHERE THE PATIENT WAS SEEN SIX TIMES WITH NO CHARGES COLLECTED AT THE TIME OF SERVICE. PATIENT STATED SHE HAD AN HRA ACCOUNT THAT NEVER PAID HER BILL. WE ARE A SMALL WOMAN OWNED MENTAL HEALTH PRACTICE WHERE THE PROVIDER SHE SAW WILL NOT BE PAID WITHOUT HER PAYMENTS. WE HAD ATTEMPTED SEVERAL TIMES TO COLLECT THE DEBT BY PHONE CALL AND EMAIL AND A STATEMENT WAS SENT BY OUR BILLING COMPANY WITH NO PAYMENT FROM THIS PATIENT. THIS PATIENT CLEARLY RECEIVED SERVICES FOR ALL 6 VISITS WHICH WERE UNPAID. SHE WAS GIVEN 3 MONTHS AND HOURS OF TIME SPENT ON COLLECTIONS WHICH IS NOT FEASIBLE FOR A SMALL PROGRAM WITH NO FUNDING.  WITH GRATITUDE, LAURA H*** 

  Customer Answer

  Date: 05/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The initial complaint was mostly about the fact that I did not get a bill or the time to confer with my insurance to see why the invoices were not paid by them.  I should have received an invoice from Pinnacle and the chance to review those invoices as well as the chance to decide what payment method I should use.  Taking money from someone’s bank account without speaking to them is poor business practice.  I would like to get a refund so that I can do these things.  They act as if I knew about these charges and blatantly did not pay them but I was unaware and didn’t get the time to review.  I would like a refund and an admittance or the error or an apology.  Regards,  ***** ******