ComplaintsforECHO Health, Inc.
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Complaint Details
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Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
05/31/24 Echo QuicRemit issued a virtual card payment instead of a paper check for an insurance claim payment. We have been repeatedly asked to be opted out of the VCP program in favor of paper checks so we do not have to pay credit card processing fees, but Echo continues to send virtual card payments requiring staff time to call and a delay of payment. We did not ask for VCP and have asked to not receive them but our requests are ignored. See explanation and attachment for details.Business response
06/17/2024
Thank you for bringing this matter to our attention. We apologize for the miscommunication that has taken place in the
past, and any frustration that has caused. At this time, our customer service department has opted this Tax ID out of the
virtual card program, and has provided our EFT enrollment form, for an alternate payment option. We believe this matter
is now resolved – thank you for giving us the opportunity to address this for youInitial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been trying since March to complete the EFT Enrollment process with Echo Health so that they will stop sending me virtual credit cards as payments for my services. I never asked for or wanted payment in this form. I have had numerous contacts with this company, each one more frustrating than the last. In spite of sending my information via upload on their website, via email and by fax, they continue to say I have not submitted the documentation. There is no explanation or attempt to actually help me get this done, just telling me I have to submit the information again, and again, and again. And still, no enrollment occurs. At this point, I'm convinced the process is deceptive and deliberately designed to frustrate providers so that they will give up and process the cards, which makes money for Echo Health, and takes money out of the pockets of healthcare providers. 1. I want my EFT enrollment completed for HMA (the insurance company) without any further delays or nonsense from their staff. 2. I want a confirmation email stating that the enrollment has been completed.Business response
04/22/2024
ECHO's Customer Service manager reached out to provider's office and discussed our payment options. As a
result of that conversation, we updated the provider's payment preferences and sent an email to confirm this selection.
We believe this matter is now resolved. Thank you for giving us the opportunity to resolve this issueCustomer response
04/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ****
Case #******** I initiallly responded that I did not accept the dispute resolution offered. I never did receive a phone call, but later today, an email came through stating that my problem had been addressed. Please change my response to accepting the dispute resolution. Thank you, ***** ****
Sent from ***** **** ***************************
Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company contracts with health insurance providers, and sends payments for medical claims. They send paper check payments, direct deposit, and they issue these virtual card payments. Our providers office does not accept virtual card payments. At all. We are privately owned and our doctor has to pay the credit card processing costs, and this company does not compensate any extra for us taking these virtual card payments. but they say they can not opt us out with our TAX ID. That we have to keep calling in every time, which delays us getting paid, by another 7-10 days, every time. This is the only company we have this problem with. We do not want virtual card payments.Business response
03/14/2024
Thank you for bringing this matter to our attention. We apologize for the miscommunication that has taken place in the
past, and any frustration that has caused. At this time, our customer service department has opted this Tax ID out of the
virtual card program, and has provided our EFT enrollment form, for an alternate payment option. We believe this matter
is now resolved – thank you for giving us the opportunity to address this for youCustomer response
03/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ********
Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
STOP ALL Echo VCP & EFT Payments - PERMANANTLY. We don't want them, we never asked for them and have repeatedly opted out only to start receiving them again! Apparently, each Opt Out must be repeated every 6mo! This is ridiculous and a complete waste of our staff's time. We have incurred additional unwanted charges because of these payments. We Want ONLY Paper Checks Directly from Each and Every Insurance Company.Business response
02/29/2024
Thank you for bringing this matter to our attention. We apologize for the miscommunication that has taken place in the
past, and any frustration that has caused. At this time, our customer service department has opted this Tax ID out of the
virtual card program, and has provided our EFT enrollment form, for an alternate payment option. We believe this matter
is now resolved – thank you for giving us the opportunity to address this for youInitial Complaint
12/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Echo v cards keeps sending us letters and faxes to process payments when we have NUMEROUS times and in different ways opted out. We never even opted IN to begin with. We wish for them finally leave our office alone and remove our office from their system. We only wish paper checks and do not require or need their services.Business response
12/27/2023
We
received a request to opt-out your Tax ID from virtual cards from
(payer/allpayers). We have completed this request for this TIN..
Please let us know if you need anything further. Thank you!Initial Complaint
10/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Echo Health houses payments for a provider via a health plan. The health plan has issued payment for some claims and the provider has not received the payment. We have been trying for 3 months to get this issue resolved and cannot get anyone to assist. They just keep giving us excuse after excuse and will not handle the situation. This company has no right to hold the provider's money hostage. She has provided services and the health plan has paid so why should Echo continue to hold these paymentsBusiness response
10/12/2023
Hello,
We reached out to the provider and reached a resolution. Below are the actions that we took to assist ********.
We overnighted the reported missing payments to **** ********* **** ****** ** *****. Both checks were sent together in the same envelope. I have included the tracking number below.
UPS Tracking: ******************Thank you!
Kelly B********
Customer response
10/19/2023
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.Hello:
The issue was resolved.
Thank you
******* ******* ******** *** **** ******** **** ** ***** *** ************ ** ***** ****** ************ **** ************
Regards,
******** ******
Initial Complaint
05/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
On December 1st of 2022 I used simplicity payment platform to make a payment of $334.83 to Carolina medical center and another one of $113.60 for Adeline Dozois, MD the provider of the services rendered to my daughter ****** *******. Both amounts equal to $448.43. About a month later I received a bill from Carolina medical center requesting payment for such amount. I then called simplicity and they said they have sent payment and to give it sometime to process. A month later I get another bill again for the same amount stating that the bill is past due and payment needs to be made to prevent from sending to collection. I again called simplicity and they said they would cancel previous check and resend payment. Fast forward 4 months later the provider and hospital still have not yet received payment from simplicity. I then decided to make payment to Hospital and provider directly to avoid for it to be sent to collection. I called simplicity to request payment reimbursement. They then said they would send me a check and it would take a week or two to receive. Its now been about a month since and I still have not yet received reimbursement. Please help! I feel as they are not taking my request serious and nothing has been done to resolve the issue. It has been 5 months and 2 weeks now from the day I made the payment through them.Business response
05/17/2023
We have been in contact with the member (5/16/2023). They have agreed to give additional time for payment to be received. There was an issue with payment going to the wrong address.
The Simplicity Team
Customer response
05/22/2023
Better Business Bureau:
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.
On May 15th I spoke with Dave from Simplicity and said a check was mailed out to me on May 6th and that I should wait at least another day to receive it. I have waited patiently from day one of reaching out to them. They keep telling me I should received a check soon. Keep in mind we go back to December and no solution. BBB please help me resolve this by requesting this business to resend me a check for the amount of $448.40 Fedex with a tracking number.
Regards,
** ******* ****** ********
Business response
06/06/2023
ON 5/6/2023 check ******* was issued to the member. We are researching the check details.
Thank you,
The Simplicity Team
Customer response
06/29/2023
I have not received reimbursement check.Initial Complaint
05/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
As a small psychotherapy private practice we process payments for our patients. One insurer (Mertain) uses Echo Health Inc to process payments, which are sent via a virtual credit card. As providers we should not be required to pay additional fees for the services that we render. Echo provided an option for EFT but neglected to mention that a service charge is associated with this form of payment. The final option is to receive paper checks which take a long time to get issued and often "get lost in the mail." I have spent countless hours on the phone with this company trying to resolve long standing billing issues. Their billing practices are abhorrent and in violation of the HIPPA law. In addition to this, I have submitted a complaint to the Department of Health and Human Services.Business response
06/02/2023
Thank you for bringing this matter to our attention. We apologize for the miscommunication that has taken place in the
past, and any frustration that has caused. At this time, our customer service department has opted this Tax ID out of the
virtual card program, and has provided our EFT enrollment form, for an alternate payment option. We believe this matter
is now resolved – thank you for giving us the opportunity to address this for youInitial Complaint
03/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
As a private Dental practice, we have been submitting claims for our patients for the last 25+ years. We have always received our payments by check from the dental insurance companies. Within the last 12 months or so we have been getting virtual credit card payments from Echo Health (QuicRemit) even though we never opted in, nor did we authorize this method of payment. We have called numerous times indicating that we do not wish to receive payment in this manner. We should not have to incur the added fees involved in accepting credit card payments from insurance companies. We have asked to be removed from any and all future payments via Echo Health (QuicRemit) both verbally and in writing. They indicate that we need to request this every single time we get a new payment from them. They told us they cannot remove us by our Tax ID #. This is a major inconvenience, and this delays payment to our office since we have to call and cancel the credit card payment and wait an additional 7-10 days for a check to be issued. This company should not be allowed to issue any virtual credit card payments or EFT unless the office authorized it, which we never did.Business response
03/31/2023
ECHO's Customer Service manager reached out to provider's office and discussed our payment options. As a
result of that conversation, we updated the provider's payment preferences and sent an email to confirm this selection.
We believe this matter is now resolved. Thank you for giving us the opportunity to resolve this issueCustomer response
04/03/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is satisfactory to me.
Regards,
***** ******
Initial Complaint
12/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have opted out of QuicRemit and contacted customer service - was told I'd receive a paper check within 7-10 business days. Had not received it, so I called again to be told that the QuicRemit was NEVER CANCELLED and a paper check was not on the way for me. There is no easy way to make a complaint to the company -- there were not even notes on my account stating that I called the first time. This is unprofessional and is holding payments from me that I was counting on. This is not okay.Business response
12/06/2022
ECHO's Customer Service manager reached out to provider's office and discussed our payment options. As a
result of that conversation, we updated the provider's payment preferences and sent an email to confirm this selection.
We believe this matter is now resolved. Thank you for giving us the opportunity to resolve this issue
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Customer Complaints Summary
81 total complaints in the last 3 years.
8 complaints closed in the last 12 months.