ComplaintsforECHO Health, Inc.

Payment Processing Services

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Initial Complaint
03/20/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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 issue
Customer 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
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.
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
Initial Complaint
11/28/2022
Complaint Type:
Billing Issues
Status:
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.
I Started Working With My Client On Oct.29,2022 I Didn’t Receive A Virtual Card Until Nov. 23,2022 & I Didn’t Even Ask To Receive This Card They Said I Had To I Was Told I Was Getting A Check Sent Out & Instead I Received A Virtual Card That I Was Forced To Use Because I Had Bills That Was Due So I Couldn’t Cancel & Get A Check I Turned In My EFT Documents Nov.17,2022 Someone Messaged Back On Nov.19,2022 I Talked To Someone Else Nov.15,2022 & She Told Me To Call Back Today An I Then Talked To 10 Different People Just To Get Put On Hold For Hours & No One Answer I NEED MY DIRECT DEPOSIT SET UP IMMEDIATELY THIS IS UNACCEPTABLE THAT PEOPLE MONEY IS BEING PLAYED WITH AN THEY STILL HAVE TO WORK JUST TO NOT RECEIVE THE CORRECT PAYMENT OPTION WHICH IS I WANT DIRECT DEPOSIT ???? If MY DIRECT DEPOSIT CANT BE SET UP SOMETIME THIS WEEK LET ME KNOW SO I CAN FIND A NEW BILLING COMPANY??
Business response
11/30/2022
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 you
Initial Complaint
10/31/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
********** Payments contacted me with the opportunity to pay my medical bill simpler and quickly. They had the date of medical service I received and the name of my doctor. I assumed it was reputable. I paid them $100 on July 8, 2022 thinking they were associated with my doctors office. My doctors office contacted me on July 28, 2022 saying my balance will go into collections. I advised them that ********** Payments has their fee. My doctor informed me of never receiving my payment from ********** so I had to pay twice. I contacted ********** for a refund and have been told they will send me a check in the mail. I asked them to refund my card and was told, the refund has to be in a form of check. As of today and after many requests for a status of my refund and being told "the check is in the mail", I STILL have not received my refund. I've filed a dispute with my credit card and have informed ********** Payments of Weslake, OH that I am filing a complaint with BBB.
Business response
11/04/2022
A virtual credit card payment was issued to the provider for $100.00 on 7/8/2022. The provider did not honor payment. Subsequently, the card was "blocked" by **********, and a hard copy check was sent to the same provider on 9/27/2022 (check # ******). The check was never cashed. We put a stop pay on the check on 11/1/2022, and have requested a refund to the member. If you have further questions, please contact me directly at ************* ****** ****, ********** Account Manager
Business response
11/07/2022
I have left a voicemail for *** ********* in response to her voicemail to me. I am awaiting response, and will update the communications thread once I speak to the member.
Customer response
11/15/2022
[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 spoken to Mr ****** **** a couple of times to resolve this issue. He has agreed that ********** will refund my $100 to the original form or payment and will call me when the refund has been completed. I have reviewed the response made by the business in reference to complaint ID 18328197, and find that this resolution will be satisfactory to me when I receive my refund.

Regards,

******* *********
Initial Complaint
10/26/2022
Complaint Type:
Billing Issues
Status:
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.
We have been continually opted into virtual credit card payments from this company. I have sent a letter with all necessary details to opt us out, but they refuse. They are asking for us to fill out a spreadsheet with draft numbers from each office to opt out. We have 40 offices and receive hundreds of these credit card payments every month. There is no reason they need the draft numbers to opt us out. They need to resolve this issue! We did this last December with the same letter and information, and they will not do this for us now. We did not opt in so we shouldn't be receiving them in the first place.
Business response
11/09/2022
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 you
Initial Complaint
10/19/2022
Complaint Type:
Billing Issues
Status:
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.
ECHO Health Inc keeps faxing our office ********* virtual credit card payments which we have not opted in for. As we cancel for each carrier, we experience another time delay in reimbursement. This is a small office and the amounts are incremental, $5-$10, and today again after opting out for yet another company, another medicare advantage insurance carrier, I was told I cannot opt out across the board for all carriers. Each call, if Im not put on hold, is a minimum of 10-15 minutes, having to recite all our office demographics and patient draft number, etc. The reps are respectful (all eight that I have spoke with since 10/6/22) but insist that I cannot perform a general opt out. The rep today told me where I can get a carrier list and then said I would have to call in for each carrier to opt out?! As I saw on a prior complaint, August 18, 2022, ECHO WAS able to opt out for a Tax ID. That should be an option for all providers. ECHO should continue to provide options to receive checks or opt in for an EFT program. That opt out option should be easily, simply and readily available for all providers.
Business response
10/20/2022
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 you
Initial Complaint
10/10/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have opted out from virtual credit card payments from Echo Health numerous times! and now I am receiving VCC once again! When I have called in the past the customer service reps at Echo pressure me as to why I do not want VCC payments. I get charged a fee for processing credit card transactions therefore not getting the full insurance reimbursement for the services rendered. It is a headache to be going online everytime to cancel the VCC payment and request a live check! When I OPT OUT it means OPT OUT! I never authorized any virtual credit card payments for my business!
Business response
10/13/2022
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 you

Customer response
10/13/2022
[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
09/21/2022
Complaint Type:
Billing Issues
Status:
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.
I have been a counselor in private practice and complete my own billing. Now, against my will and without my request I am receiving virtual credit cards for payment in place of paper checks. Echo Health is not giving providers the option to opt out, and instead we have to go to their website and cancel every virtual credit card and then request a paper check which adds several more weeks to payment time. The inability to opt out entirely and just receive paper checks is unacceptable. I have spent multiple hours with different customer service agents and as a practitioner I do not have the time to sit on the phone for hours on end dealing with errors not caused by me. To add salt to the wound, they provided the wrong address and now I have to independently contact each insurance agency with a new W9 with an updated address. This is beyond frustrating. I have been in my field for many years and this is singlehandedly the worst, mindless thing I have encountered from a business.
Business response
09/23/2022
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
Initial Complaint
08/17/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Our office has never opted-in for virtual credit card payments from Echo Health. They simply appear on our fax machine. I have attempted to opt-out of virtual credit card payments from Echo Health on multiple occasions. The wait time on hold is completely unacceptable, and I am told I have to call back on each occurrence. As a busy dental office, there is not enough time in a day to devote to their required opt-out procedures. They require our TIN for each call. Our TIN, and our desire to opt-out, should suffice for opting out of ALL virtual credit card payments.
Business response
08/18/2022
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 you
Customer response
08/18/2022
[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
08/11/2022
Complaint Type:
Billing Issues
Status:
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.
Have tried on numerous occasions to get my company out of their system. They have refused. I emailed them, send mail to them, as well as faxed them. I do not want them processing my dental checks for my company, ******** ****** **********
Business response
08/12/2022
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 you
Customer response
08/30/2022
CONSUMER FILED ANOTHER COMPLAINT RELATED TO THE ORIGINAL COMPLAINT. HERE ARE THE DETAILS:
I filed a complaint that was closed after echo stated to the BBB that they would not longer be processing payments at a fee for my practice. I never signed up for them and have reached out them on numerous occasions to have this resolved. the original complaint number was ********* They have not stopped filing my claims and are still charging fees even though they told you they are not. Below is an image of them still filing my claims after they told you they are not.

Business response
09/12/2022
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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