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:03/17/2025

  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 had ankle surgery on 10/13/2023 at ******* ******** * ********* ******** in Woodbury, MN. The surgeon (*** *** ******) changed the surgical plan during the surgery, thus adding a CPT code (*****) to the surgery.

  As a result, an approval should have been requested through my insurance (****/Quantum Health). Please note that my insurance coverage is through my employer (******). Clinical documentation was then sent by **** ****** *********** (*** *** ******'s office) to the insurance to request approval for the additional code.

  Approval was given via fax/letter on March 18th, 2024. The claim was then resubmitted and then denied, resulting in multiple phone calls, appeal requests, etc.

  The claim is now sitting with a state collection agency, despite the cost far exceeding my out-of-pocket max and deductible. Please also note that balance billing is illegal in the state of MN.

  I have contacted the Attorney General's Office as well and will continue to deny any payment until this matter is resolved.

  There are 3 parties at fault here: Quantum Health (reference# of approval: ********-******) ***operates as umbrella for medical, dental, and other employee benefits **** ***** **** ****s (ID#: ************) ******* ******** (billing office ###-###-####, guarantor #: *******) Please contact me for additional information.

  Business Response

  Date: 03/19/2025

  Dear Mr. ******,

  Thank you for reaching out to us via the Better Business Bureau. We sincerely apologize for any inconvenience you have experienced. We understand your concerns regarding your claims and we truly appreciate you bringing this to our attention. 
  

  Your feedback is important to us, and we want to assure you that we take your complaint seriously. I have forwarded the details of your concern to the appropriate manager/department to ensure that this matter is addressed properly. They will review the situation and reach out to you directly to provide a resolution.
  

  We value your business and are committed to making things right. If you have any further questions or if there's anything else you would like to discuss in the meantime, please don't hesitate to contact us at ###-###-####.
   
  Thank you for your patience and understanding.

  Customer Answer

  Date: 03/19/2025

  ***************
  Hi,
  
  Thank you for the update. I reject the business response as the issue has NOT been resolved. The debt owed is still inaccurate and sitting with a state collection agency. The matter will continue to be rejected until the dollar amount owed reflects the anticipated cost of services, which is indicated in the cost of care estimate previously provided and contractually binding between ******* ********, ****/Quantum Health and myself, and a payment arrangement is made outside of collections. 
  
  Thank you, 
  
  ****** ****** 

• Initial Complaint

  Date:03/12/2025

  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.

  Employed w/ LifePoint who uses Quantum-health insurance through BCBS of TN.

  Went to Fast Pace on 11.16.24 and paid $40 copay. Went to 2nd urgent care same day and paid $40 copay. Was billed additional $210 from Fast Pace. Called to find out why-told me **** requires them to bill that way.

  Called number on ins card-thought it was BCBS but turns out it was Quantum. She kept telling me the $40 copay would only apply IF I used them as my primary care facility but could not explain why I was only billed a copay for the 2nd urgent care visit. (Side note I had RSV and needed additional treatment. Fast Pace said it was viral and offered nothing.)

  She told me to call my employer to get an explanation of my benefits. I called Lifepoint who sent me back to Quantum. I spoke with ***** he said the the only time I should be billed 80/20 was IF the urgent care is connected to a hospital. He called Fast Pace and they confirmed they were not part of a hospital. He also asked them to change the code and they refused. He told me I should dispute it with both Fast Pace and **** of TN-he even gave me their mailing address.

  I sent disputes certified to both parties on 1.9.25. I heard nothing until I received a collection notice this past weekend (3.8.25) from Fast Pace. Except now I owed an additional $52.50 on top of the $210 they billed me for.

  I called back to LifePoint and Quantum-they pass the **** back and forth and keep changing their stories. One person at Quantum told me it was because Fast Pace was out of network but then backtracked on that.

  I'm stuck in this triangle of Lifepoint, Quantum and BCBS of TN but I am not allowed to speak with BCBS of TN. I just found out today there is no member services there and I am supposed to deal exclusively with Quantum-the same Company that told me to dispute the claim with **** of TN.

  I have gotten nowhere. No one can provide any written documentation explaining why I was charged 80/20 for an office visit at Fast Pace. Frustrating!

  Customer Answer

  Date: 03/18/2025

  **** ******* <*****************************>
  Attachments
  Mon, Mar 17, 7:30 PM (12 hours ago)
  to disputeresolution
  
  
  Hi
  Attached is the additional information such as the invoice, my certified letter to both Fast Pace and BCBS disputing the amount I owed, and proof of the certified letters I sent.
  

  
  

  Business Response

  Date: 03/19/2025

  Dear Mrs. ***************************** you for reaching out to us via the Better Business Bureau. We sincerely apologize for any inconvenience you have experienced. We understand your concerns regarding your claims and we truly appreciate you bringing this to our attention. 

  Your feedback is important to us, and we want to assure you that we take your complaint seriously. I have forwarded the details of your concern to the appropriate manager/department to ensure that this matter is addressed properly. They will review the situation and reach out to you directly to provide a resolution.

  We value your business and are committed to making things right. If you have any further questions or if there's anything else you would like to discuss in the meantime, please don't hesitate to contact us at *************.
  

  Thank you for your patience and understanding.

  Customer Answer

  Date: 03/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23056544
  
  I am rejecting this response because: the response says they are forwarding to a Manager to review so they have not addressed my complaint.
  
  Regards,
  
  ****** *******-********

  Customer Answer

  Date: 03/23/2025

  Hi

  I attached the email correspondence from Quantum. I still disagree with how they have handled this, and the multiple lies I have been told since I originally called in.  Even their last response said they were turning it over to a Manager and it was actually turned over to ******* who is just a care coordinator.

  It was eventually turned over to ***** whose email indicates he is some type of Manager.  ******* told me unfortunately my case was in the "gray" area and it allows Fast Pace to choose how they are going to bill. 

  I do not agree with that either since if you look at Tier 2 which is where they all say this falls under, it clearly shows $40 copay for an office setting and that's what this visit was. I walked into the lobby, checked in and they put me in an office to wait on the Dr.   The 80% kicks in if it were in an outpatient setting such as a hospital setting and it was already determined that Fast Pace is not affiliated with any hospital. 

  I was told **** denied my dispute of the coding but they are unable or unwilling to provide that proof.  I don't think there was a dispute done by Quantum on my behalf with **** and according to **** they are the ones who would have to dispute it.

  I attempted disputing it myself, however, I cannot deal directly with BCBS since my Employer unfortunately contracts with Quantum.

  ********* only advice to me was to not use this facility again in the future.  It seems that Fast Pace has a history of doing this to individuals since I found numerous complaints against them for the same type of thing 

  It also seems that Quantum has a history of not fighting for their clien'ts rights and simply allowing Medical offices to bill however they want. 

  One wonders if I had been billed for things that never took place what would have happened since Quantum seems to take no responsibility in ensuring their clients are billed correctly. 

  In the past, if I felt there was a coding error and in my 42 years of having insurance there have been a lot of coding issues, I would have reached out to BCBS direclty and they would have got involved with contacting the clinic and the codes were always changed. 

  Fast Pace claims **** REQUIRES them to bill this way but you can see from ******* email neither BCBS or Quantum can dictate how Fast Pace bills so someone is not being honest. 

  I simply find myself in the very misfortunate position of being involved with 2 companies that do not appear to like to be truthful.

  Thank you for your help.

  **** *******-********

• Initial Complaint

  Date:01/14/2025

  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 seem to be stuck between Quantum, ******, and ***** ******* ******* ****** and now having my INCORRECT MEDICAL BILL SENT TO COLLECTIONS.

  I gave birth on 2/15/24 while ****** and ******* ****** ******* were in negotiations and temporarily out of network. I was not notified beforehand by any insurance authority. Upon finding this, I called Quantum and they had reassured me that this situation had fallen under a Continuity Of Care exception where my baby and I would be billed as In Network during the lapse. I was told the proper forms were filled out and submitted to ******* *** amount of $2180.50.

  I immediately called Quantum to request this to be billed as IN, as promised per the CoC exception.

  However, since March 2024 I have REPEATEDLY been billed by ***** ******* *******, I keep calling Quantum to have the bill fixed, ****** keeps billing it as OON, and I keep getting the run-around from Quantum that they’ll re-submit so ****** bills it properly. This has gone on monthly.

  It's now 2025 and I got a call from collections agency for the bill. I called ***** ******* to verify, and they had said the bill is now under “bad debt” After reaching out to ***** *******, they have notified me that they only received one “rebill” from ****** late Sept/Early Oct and nothing since. I've been calling Quantum monthly and keep getting the same answer – they’re “working” it.

  I have not received any info from Quantum after I asked for the bill to be readjusted/placed on hold at the end of Dec to avoid being sent to collections.

  I have not been given a summary for the bill IN NETWORK AFTER REACHING MY DEDUCTIBLE. I’m quite exhausted having to be the intermediary between Quantum & Dignity and now being sent to collections despite begging Quantum to call to place the bill on hold so this may be PROPERLY BILLED.

  Per ******, any redo’s on bills should have taken 30 days. Somehow this was accomplished once though incorrectly, but it’s now been over 90!

  Please Quantum, do something!!!

  Business Response

  Date: 01/21/2025

  Thank you for bringing this complaint to our attention. We sincerely apologize for the inconvenience and frustration that this member has experienced regarding their billing situation and ongoing communications with our team.
  We fully understand the concerns raised, particularly with the repeated billing issues, lack of clear communication, and the situation escalating to collections despite ongoing efforts to resolve the matter. I have forwarded this complaint to the appropriate team so they can reach out to the member and resolve the issue.

• Initial Complaint

  Date:08/15/2024

  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.

  Around May of 2024, my wife asked me how much I'm paying ******* cause I had met my deductible, I told her $95. Upon looking, she noticed that ******* had only billed the insurance once, in January of 2024, even though I use them weekly. I contacted ******* on June 5, I was told to leave a message with billing, which I did. I knew they were not calling me back, but I just wanted to check off that box. I then emailed ******* on June 13, ZERO response. I then contacted/was contacted by Quantum health and spoke on: Twice on June 21. Once on July 1. Twice on July 2. ***, a supervisor who had taken over the case, asked me when I had my appointments with *******. I pulled up my app and gave him every single date Twice on July 12. *** called to tell me that he has communicated with *******. They told him that they have sent the claims to *****. *** told me that it can take 1-2 weeks. Once on July 25. *** called me to tell me that ***** had not received the claims yet and to wait another 2 weeks. He promised me a call by August 9. August 9, no call from ***, so I called *********/ Quantum twice. They told me he called me on August 8th according to his notes, I can prove through phone records that I did not receive a call. Spoke to *** on the second call for 20 minutes and basically told him that ******* is stringing him along. We've now exchanged a few emails and Hipaa clearances with still no resolution. Quantum is supposed to negotiate and be my advocate for me on my behalf. They have done absolutely nothing in 2 months while I keep getting charged by ******* (I keep paying because I need the service) even though at this point, it's medical/billing fraud.

  Business Response

  Date: 01/21/2025

  Thank you for bringing your concerns to our attention. We deeply regret the challenges youve encountered with your Teladoc billing and communication with Quantum Health, and we apologize for any frustration caused by this experience.
  We take your complaint seriously and have reviewed the information provided. It appears our management team is assisting in collecting reimbursement from *******.

• Initial Complaint

  Date:02/14/2024

  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.

  I went to a provider back in September and subsequently got a larger than expected bill from the Drs office. I spoke with Quantum health in December and they told me it was a mistake. They told me it would get corrected and I’d get a new bill from the Dr office. I then called them back over 50 days later and they then tell me the last person misspoke and the Dr was not in network. Very misleading and they never reached out to tell me.

  Business Response

  Date: 03/04/2024

  I apologize that ***** was given incorrect information when he called in December.  However, this provider is out of network and therefore the claim had processed correctly.  There is no adjustment that can be made as it paid correctly.

• Initial Complaint

  Date:06/12/2023

  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.

  In late March while travelling abroad on vacation, my family had a couple of health issues that required medical attention.

  After seeking treatment, I reached out to Quantum Health, who provides customer service on behalf of my company's insurance (United), so seek guidance on submitting international insurance claims. The representative I spoke to advised that I needed to mail in the documentation to submit the claims, and provided me with a PO Box that everything should be routed to.

  I submitted the claim documents immediately upon returning to the US in early April, but the claims never showed up in Quantum or ******** online portals. I followed up with Quantum several times and every time was told I just needed to continue to wait, this went on for nearly a month.

  After filing a complaint against ****** with the BBB, a representative from ****** reached out to me directly, and advised that Quantum had provided me with incorrect submission instructions. I then re-submitted everything using the new instructions provided directly from United, and both claims were processed promptly.

  Realizing that I was given bad information, I asked Quantum to own their mistake and at the very least reimburse me for my shipping & printing costs, which were approx. $15.

  On May 8th the representative ****** *) from Quantum that I had been working with on these claims informed me she had escalated the matter, and would get back to me once she heard back from her manager.

  It has been over a month, and I have followed up with ******Quantum several times, but have yet to hear back on a decision or resolution. I am seeking assistance in being made whole for the out of pocket costs I incurred as a result of Quantum Health's error.

  Business Response

  Date: 06/20/2023

  We apologize for the issues that Mr. ****** had in getting reimbursed for his self-submitted claims.  The information provided by Quantum Health was given to us by ***, who pays the claims.  We have been able to work with UMR and they have sent a check to Mr. ****** for $15 to reimburse him the expense.

  Customer Answer

  Date: 06/20/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******