Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ongoing negligence and lack of communication from ************************ office located at ************************************. Since August 2024, I have encountered significant difficulties in obtaining timely medication refills, despite consistently following the necessary procedures.I have adhered to their protocol by requesting refills through the designated call service 57 days before running out of medication. However, the office has repeatedly failed to act on these requests, leaving me without medication every single month. I am now writing to express my frustration and concern as this issue has persisted for over five months, causing severe disruptions in my daily life and health management.Specifically:1.I have made multiple daily attempts to contact the office, including calling every day for the past seven days, to follow up on my current prescription refill. Despite my efforts, I have not received a response or any indication that my medication request is being addressed.2.Each time I call, I am directed to a call service where a woman from the officenot someone directly connected to my doctorhandles the request. This indirect communication system appears to be a bottleneck, and no one has followed up or resolved my issues.3.I have now been without my necessary medication for seven days. This has begun to negatively affect my health and quality of life. I am a graduate student, work full-time, and run a business, and I cannot afford to continuously fight for basic healthcare needs with a provider I pay for.This pattern of neglect is unacceptable and demonstrates a lack of consideration for patient care and safety. I believe this may constitute a breach of healthcare standards, as patients are entitled to timely access to medication and adequate communication from their healthcare providers.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/4/2024 i went to crystal run in west nyack ny for a catscan of lungs upon arriving i paid 300 dollar copay wich they would mail me the balance when they new exact amount after it was processed wich should of been around 150 dollars .problem was they couldn't get bill paid from aetna because they did not use a qualified ******** ** to write report from catscan and there not resmitting the bill to get it fixed .Told them mail my 300 dollars and when your done bill me for what I owe you .Spoke with ******* from billing said they would now she doesn't answer my calls or call back to no avail

  Business response

  10/01/2024

  We have been communicating with the insurance carrier regarding this CT scan from 01/04/2024 for many months. We have engaged our account *** to have this claim manually ***rocessed as the doctor is a ******** qualified provider  but it has denied multiple times erroneously. We refunded the patient's payment of $300.00 back to the card that was used to make the original payment. There is currently a zero balance on the account while we await the insurance company's response. 

  Customer response

  10/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 8, 2024 I went to Crystal Run Healthcare for my scheduled Annual Wellness Visit. This Wellness visit is covered 100% by ********* I have ******** Part A, Part B and ******************* I recieved a bill from Crystal Run for $592.00 for this visit. My first issue is Crystal Run Healthcare billed me for two (2) office visits on the same day. One bill was for $370.00 which ******** paid in full. They also billed me $310.00 for a duplicate office visit (same day and same time). ******** denied this claim. During my visit, my doctor ordered blood testing. I received a bill for this blood testing in the amount of $282.00. ******** denied all of this blood testing. I called ******** and they stated Crystal Run coded this incorrectly. ******** further stated that if they billed this blood testing as medically necessary, then Crystal Run would be paid in full. I offered to give Crystal Run a telephone number at ******** and they would help them code it properly so they would get paid (Phone # ************). Crystal Run refused this help. I have spoke with *******, ************************** and *************** at Crystal Run about this issue for the past 3 months. All said they would send me an e-mail or a phone call. Thus far I have received no correspodence and this matter remains unresolved. I then reached out to my doctor for help and this request also went unanswered. ******** confirms that Annual Wellness visits are covered in full. I request the BBB eliminate the charge for the duplicate office visit in the amount of $310.00. I also request they re-code the blood testing with ******** as medically necessary so that they can get paid $282.00 for this blood testing. . I have high cholesterol and am taking medicaltion to control it. Surely a cholesterol blood test is medically necessary. My husband went to ****** Healthcare for his annual Welness visit. Both the office visit and the blood testing (many of which are the same) were covered in full.

  Business response

  08/02/2024

  The patient is right, the preventive visit for $310.00 should not have been billed. This has been voided and a corrected claim has been sent to the insurance carrier. We have also amended the diagnosis codes for the labs based on the providers notes. A corrected claim for these have also been sent to the insurance carrier. There is currently a zero balance on the patients account as we are awaiting insurance adjudication for the labs. The corrected claims were sent to insurance on 07/17/2024. We would like to extend our apologies to the patient for this having taken so long and for not keeping her informed of the steps that were being taken on our side. We strive to provide superior service and this certainly fell short of that, and we do apologize. 

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I appreciate that the dulplicate charge for $310.00 was voided and I thank Crystal Run for resolving this issue. But this addresses only 1 of the 2 issues submitted.  The issue of incorrect coding for the blood work is not resolved since they just sent it to ******** for re-coding. Even though Crystal Run states my balance is now $0, I beleive that if Crystal Run does not code it properly and ******** rejects their submission then I will receive bills for the blood work ($292.00).  It is my understanding that Crystal Run did not say I do not owe anything for the blood work.  Crystal Run is waiting to see if they get paid by ********.  This coding issue has been going on since May.  I spoke with ******** about the coding and they state that Crystal Run must code this blood work as medically necessary in order to receivie payment.  This information was told to Vequita, ************************** and Ms ************ at Crystal Run Billing over the past 3 months.   Is Crystal Run stating I do not owe anything for the blood work?  This is not how I understand it.   I will consider this complaint resolved only when the coding is completed and Crystal Run indicates I owe nothing for the blood work. As I stated previously, my husband had vitually the same blood work done at ******* Heathcare and It was all covered. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have logged onto my account with ******** and do not see any re-submission of the charges for blood work.  This whole issue rests on whether Crystal Run coded the blood work correctly and in fact submitted them to ********.  ******** has repeatedly stated that they will pay Crystal Run for the blood work if they code it as medically necessary.  I have no proof that Crystal Run coded this work correctly or that they submitted it to ********.  I provided a ******** telephone number to Crystal Run billing.  If Crystal Run would call this number, ********  would help them code this properly.  They refused this help.  Crystal Run stated they re-submitted the claims on June 17th.  It is now August 19th and still there is no resolution.  Be aware my discussions with Crystal Run on this issue has been going on since May.  One person in their billing department told me they do not re-code claims and that I would have to pay the bill.   I subsequently spoke to another person in billing and they said they would re-code the blood work and re-submit to ********.  This discrepancy among their billing personnel and the fact it is now three (3) months and still no resolution has been attained makes me skeptical.   Crystal Run states they take ******** coverage.  I am astonished that they do not know how to code blood work for a well visit to ******** correctly and 3 months later there is still no resolution.  Clearly ******* Health knows how to do this and I am confused why they cannot compare what ****** did correctly to what Crystal Run did incorrectly.  If I resolve this issue with the BBB, then Crystal Run could turn around and bill me for all the blood work.  Once again I will consider this matter resolved when I have proof they submitted the blood work for re-coding and I owe nothing to Crystal Run. I have tried to communicate this issue with Crystal Run on many ocassions.  I did not want to file a complaint with the BBB but this seems like my only final course of action.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/26/2024

  We certainly do apologize for the lengthy reprocessing of the charges by ******** but they have made payment in full, as of 08/26/2024,  for the lab work performed on 04/08/2024. This date of service is paid in full with zero patient responsibility. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had blood work done on 10/27/22 at crystal run health care .My doctor coded my blood work wrong ,so my insurance denied it and quest diagnostics sent be a bill for $116.99. If it was coded correctly my bill would be $9.09. I called crystal run healthcare billing on 3/21.2023 to tell them it was coded Wrong.. I emailed them the paper work they needed to correct the error and Said 6 -8 weeks to correct error. I heard nothing from them and on august 7. 2023 I called them and nothing was done. I had to resend paperwork to them and have to wait another 6-8 weeks to get it resolved. In the mean time I am getting Collections letters from quest diagnostics for the $116.99. I been having same blood test for over 25 years and been paying the $9.09. I just want this resolved ASAP so I can pay quest diagnostics the correct amount ,and have collection agency sending me notices ruining my credit .

  Business response

  09/05/2023

  We have spoken with Quest Diagnostics whom confirmed that they did not bill with all of the diagnosis codes and that is what led to the insurance denial. Due to their error the balance has been adjusted off as they are beyond the timely filing window to resubmit the correct coding. They have confirmed to us that there is currently zero patient responsibility. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2020 I was accepted in financial hardship. Just 3 weeks ago I received a bill for ******* saying I owded this amount. Called billing they told me due to lack of response to nessages left on phone by ***************** the financial hardship was lost. Went to their office and told no your in collections and main office said no to any type of hardship or reduction. Checked phones, they had 3 #s on file. Original # I told them was disconnected 13 years ago. I called it and the recording told current # to call. My wife's #. She tends to all her messages, I checked my own phone and also no messages. Notations from **** said calls made in April, may, June. My phone holds messages for 4 months. This started beginning of September. Went back to hardship office (*****) told her and then suddenly it went to well ******* called??? I have been all over crystal run and the billing depth says no help, you us the money. Told them I was approved for hardship when this all occurred. To this day we have not gotten one bill. Another phone call to ***** to ask if maybe forgiveness yet said no your current bill is ****** but wait a minute here's another ***** Co pay so it's ****** now how would you like to pay? I said where did that ***** come from? I haven't gotten a bill. I never get any bills until this ******* one came and now collections bill. Something sounds shady to me. Please look into this. If you could call me, I have more information. Not sure who to turn to. I am on fixed income. It was brought to my attention from health nurse that maybe work at home with covid (2020) the wires may have gotten crossed and we got the brunt of it. It will take me 2 1/2 years with no additional bills and no interest incurred to pay this off. I have a pacemaker, on blood thinners with monitor, amputation of 1 leg, prone to severe cellulitis and in a wheelchair. Any help you can give would be appreciated. Thank you ************

  Business response

  09/29/2022

  Patient account has been reviewed. Patient phone number was not updated with Crystal Run Healthcare by the patient until September. Balances removed from collections.  Previous hardship application was approved for a reduction of the balance, same reduction offered. Called patient on new number and left voicemail with direct contact information to receive call back to discuss account. 

*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. ↩