ComplaintsforDeMonte Medical Billing Solutions LLC

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used this billing service. It did not work for my small business so I discontinued it after my contract ended. I am seeking records of the claims they filed and the owner has ignored my repeated requests.

  Business response

  01/02/2024

  This provider was difficult to work with and did not provide us with requested information needed to file claims sent to us.  Information provided was in most cases disorganized and incorrect. She was paired with one of our top seasoned and experienced billers on staff with us and we still could not get some of what was needed to complete our job.   She continues to complain on varies public entities and then states we are uncooperative in getting her what she is asking.  She was provided the requested information in monthly reports with her invoices. She just needs to go back to the emails, download the reports and she will have a complete record of what we submitted on her behalf for payment.  We will not continue to engage with someone who takes no personal responsibility for her shortcomings yet will continue to complain publicly to discredit and attempt to ruin our excellent reputation as a billing center.  We have over 150 practices throughout the United States, some with us the entire 24 years in business so we must be doing something right.

  Customer response

  01/02/2024

  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.
  
  Thank you for your assistance.

  
  The owner has been aggressive and unprofessional since I advised that I wanted to discontinue the service. Her personal attacks are out of line. I want nothing other than the records of what claims were submitted. I am not asking for, and do not want, any other communication with this company. I simply want records of what billing was submitted. I appreciate your help with this matter. 

  
  Regards,
  
  ***** **************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a psychotherapist and was contracted with Demonte Medical Billing Solutions, LLC from 03/19/2020 until 07/23/2022. When I see a client for therapy, this company was responsible for submitting the insurance claims to the insurance companies. Per the DMBS contract, DMBS is responsible for "Claims Processing....Billing service will file, and process claims in Client's name to all third-party payors. The claims will be processed within two business days, excluding those that contain errors made by the client's office, unless alternate arrangements have been made and both parties have agreed". On 06/30/22, the co-owner Joanne Demonte e-mailed me stating, "We received notice from our bank that your monthly invoice payment for $723.03 came back NSF. We were charged $20 from our bank for this. Can you tell me why this happened and when can we go back and charge your account for this again?". I responded to her email stating "Thank you for contacting me. Hopefully you all enjoyed your 4th of July holiday. The payment was returned because there were not enough funds available in the account. Having my claims submitted more frequently would assist with this cash flow problem. Mid August 2022 may be a good time to resubmit the payment." I requested that the claims be submitted more frequently since there were not being submitted to the insurance companies within two business days, I have been reminded the biller to send out claims, and I did not agree to a different plan. During my time with DMBS, this is only the second time there has been a problem with a late payment. I now have claims since 07/12/22022 that have not been submitted to the insurance companies. Also, the company has not sent an ACH payment through as they have done for the past two years to charge me for services. Also, they will not release my clients' information so I can transition to my new EHR. Their recent actions seem to be their way of retaliating because I am leaving and a payment returned.

  Business response

  08/10/2022

  This client had cancelled her agreement with us. Which if done according to our agreement is fine. She has decided to not pay us, or as she says does not have the funds to pay us. Our agreement states that if you do not pay us within 15 days of the invoice, all of our services stop. Also, there has never been a time that we have not submitted her claims within the 2 days that we received them. She is blatantly not paying us and then is complaining to the BBB about us. How ironic is that. 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 15th, 2021 I entered into an agreement with DeMonte Medical Billing Solutions and in that time, I have been unable to achieve credentialing or bill insurance companies. I reached out to the owner several times informing her that my practice is being negatively impacted by their failure to obtain credentialing in a timely manner. When I questioned why things were taking so long when I was initially told it would be a 90-120day process to become credentialed Joanne's response was "things are taking longer because of COVID". I reached out to DeMonte several times regarding an update and each time I was told "no updates". On January 27, 2022 I contacted DeMonte and inquired about accepting Oscar Health insurance when I was told I had been approved to provide services. After receiving the okay from Joanne, I schedule the clients first therapy session. When I did not hear back from DeMonte regarding whether or not there was a copayment required for this client I was told it was a mistake, DeMonte had not been able "to secure benefits on this patient as of yet". This means I had to see the patient without receiving compensation as there were so many issues going on with this billing company and I did not want to tarnish my reputation in the mental health field. I reached out to Joanne again asking her what were the names of the insurances companies they had contacted and completed an application of credentialing on my behalf when I was told she could not provide me with this information as "Alisha was out of the office". I emailed the next day to obtain the information about credentialing and there was no response to my emails. The next day I reached out again for the insurance companies stating I would be contacting them myself, again no response.

  Business response

  03/09/2022

  The complainant was told numerous times that the credentialing time for insurances was at least 90-120 days, depending on the insurance company's manpower, some maybe longer. Which is slower than usual due to the labor shortage. As you can see, the complainant did not get us everything we needed to start our credentialing until 10/14/2021. Our agreement (attached) does not have credentialing detailed in it, we do credentialing as a courtesy to our practices, she was explained such. But, it does say in the agreement that if we are requested to do credentialing and you cancel our agreement within the first year, you get charged $1,000. This is because we do not charge for credentialing up front and we do it with the benefit that we do the billing for the practice after the initial credentialing is done. Unfortunately, the complainant was not patient enough to have us see it through. As you can see from the communications, we were doing and communicating everything we needed to do to get her credentialing done. The attached isn't even close to all of the communications between our company and her. We spent numerous hours keeping her updated instead of her being patient. In fact, since she cancelled most of the credentialing we have done is almost completed.   

  Customer response

  03/09/2022

  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.
  
   
  Regards,
  
  ***** ************

*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. ↩