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:10/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 my 2024 annual well woman's examination with ***** *****, ** at one of ****** ********************************************* clinics in ***************, ** on September 19, 2024. ***** ***** mentioned to me that I was one of the healthiest patients that he examined that day; just to mention, part of the exam includes lab work--which my insurance provider ********************** covers 100 percent under preventive care. On September 24, 2024, I received a message from my insurance provide (BCBS) stating I have a claim notification which I owe $117.12 for lab work; I then called ********** Blue Shield to inquire about the balance, was told that the doctor's office needs to have the lab work recoded so the balance owed will be paid; so on September 25, 2024, I contacted BS&W billing department regarding the $117.12 for lab work, and they told me to contact my doctor's office because they control coding for bill coding; I called the doctor's office and was told they do not control bill coding and I should call their billing department again. After going back and forward with no solution, on October 2, 2024, I called ***** ******* office again to explain my concern about the lab charge and was told the message will be forward to ***** ***** and they will return my call. I missed the called from ***** ******* office on October 4, 2024, so I returned the call immediately and they would not accept my call, but ask the operator to direct me to the ******************* I call the ****************** again and was told they do not have the authority to change the coding for the lab work. ****, my insurance provider, has firmly stated that they cannot cover the claim balance owed until the lab coding has been corrected by Baylor ********************************************* Health--which is why I am reaching out to the Better Business Bureau for help. In summary, ********** Blue Shield will pay the amount I owe for lab work if Baylor ********************************************* recodes the lab work amount to be covered under the well woman's exam for preventive care.

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  8/26/22 - Authorized payment of $419.50 made 8/27/22 - Unauthorized payment of $839.16 taken from checking account 8/29/22 - Authorized payment of $419.50 made I was following the submission of the 8/29/22 payment that I realized $1258.66 had been withdrawn from one account and an additional $419.50 from another, for a total of $1,678.18 being withdrawn for $839.16 being owed. I immediately contacted Baylor ********************************************* health regarding this issue via the secure message portal on 8/29/22 (Ticket ID ******************** received a reply that they would be reversing the $839.16 charge I did not authorize and would receive a refund within 7 business days. On 9/8/22 I reached out to Baylor ********************************************* via phone where I was updated that I would be receiving no refund. After explaining the situation again, I was told I would actually receive a refund but it would take a few more days to process. Today, 9/9/22 I received a call informing me I would not be receiving a refund at all without explanation as to why. I logged into my account, and despite having paid them over $1600, my account reflects a $ .07 credit. $839.16 was the amount owed on my account before any payments were made. I'm now out double that amount, with no refund, and no credit posted to my account. I've incurred over $150 in bank fees as I had not intended for $839.16 to be withdrawn from my bank account, much less $1258.66 which over-drafted my account.

  Business Response

  Date: 09/10/2022

  Thank you for bringing this to our attention. There is a discrepency from you are writing us vs. what our records show, so please contact our ************************** at ************ or ************ in order to work towards a resolution.

  Customer Answer

  Date: 09/21/2022

  Complaint: 18004773
  
  I am rejecting this response because:

  To that end, this is not a resolved matter. Per my banking records and receipts submitted I was overcharged over $800, for a total of over $1600 being removed from my checking account. 

   

  I have already been in contact with the department provided by Baylor Scott & White Health plan, and as I mentioned in my original complaint, was told that no refund would be possible and was not given an explanation as to why. 

   

  I'm reaching out in order to see if you can provide me an explanation as to why this complaint is closed without any kind of resolution. Simply replying with an 800 contact number is not a resolution. I have spoken with that line several times to no avail. 

   

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