Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am reaching out to you for assistance with a problem I have been unable to get resolved with THPG. I am a patient of ************************************* and have been a patient under Texas Health Resources for many, many years. On 2/14/24, I went to see ************** to have my routine physical. Approximately 6 weeks later I received a bill for $182.00. I have called ********, the office manager for ************** numerous times. Each time I speak with ******** she advises that the wrong CPT codes were billed and she will get this corrected and contact me back. I have not once received a call back from ******** and this weekend, I received another bill from Texas Health Physicians Group advising the bill is going to be sent to collections if not paid. I immediately sent a message to ************** since I cannot get any assistance or follow up from ********. ************** responded back today saying she has forwarded my concerns to ******** once again ( I had previously has to reach out to ************** on this due to ********'s lack of doing her job). I have not heard anything as of yet from ******** and just called customer service again (4th time in nearly 6 months on this issue). **************** does not have any managers names and says they can only send me back to the practice. I waited on hold for the customer service rep to get a supervisor for me to speak with and the customer service rep ****** said the supervisor never responded. This is poor, poor, poor customer service and I am extremely upset, frustrated and insulted pf how this has been handled by the Bedford, Texas office manager, ********. Could you please get someone involved on this and have them contact me at ************ to get this issue resolved once and for all. I should not have had to spend the time and efforts that I have had to spend on this for your organization's mistake. Thank you in advance for your assistance,Sincerely,*************************** ************

  Customer response

  07/29/2024

  I have elevated contact with the *** of the company.  Please see email correspondence attached.  Thanks for your assistance.

  Customer response

  07/29/2024

  Here is additiona communication sent to the practice (my doctor) as the office manager would not follow up on the issue, return my calls as promised, or help whatsoever.  The doctor asked the office manager to contact me which she failed to do but documented in their internal records that she did.  I sent an email to the President of Texas Health Physicians Group advising of this as well.  Nothing has been done and my insurance company states they submitted inaccurate charges.

  Business response

  08/12/2024

  Texas Health Physicians Group (THPG) thanks you for bringing to our attention,concerns regarding billing for your visit at Texas Health Internal Medicine. We assure you that high quality customer service and accurate billing is among our top priorities, and we want all services to reflect that principal. To resolve we worked with the clinics management team who provided the following information:
  

  
  The review determined that the balance in question is related to four of the lab tests that were performed that were performed at your request. While the physician felt like they were clinically indicated in order to monitor your ***** they were not covered 100% under your health plans preventative benefits. Due to the timeline for resolving, the clinic director elected to void those lab charges as a courtesy to you, resulting in a $0 patient balance.
  
  We were informed that the practice manager personally contacted you to explain this and apologize for the delay by your insurance provider. She shared that during this conversation you confirmed that you were satisfied with the resolution provided.  A THPG Patient Advocate attempted to followed up with you after that conversation but has not yet heard back. Should you have any questions please feel free to contact her at ************ for assistance.
  
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity,compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your billing concerns.

  
  

  Customer response

  08/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  03/27/2024 Regardless of having dual health insurance both being family plans, provider insisted on collecting money prior to services rendered and filing claims with both insurance companies. I have tried teaching out to them and got a run around. I shouldn't have been asked for money prior to them billing the insurances.

  Business response

  05/05/2024

  Texas Health Physicians Group (THPG) thanks you for bringing to our attention, concerns regarding billing for your visit at Texas Health *********** #*****. We assure you that high quality customer service and accurate billing is among our top priorities, and we want all services to reflect that principal. To resolve we worked with the clinics management team who provided the following information:
  
   It is standard to collect the estimated patient responsibility for co-pay, deductible, and co-insurances at time of service. In the case of your visit, the primary plan was showing that your deductible had not yet been met and estimated patient responsibility was $94.99.
  
  The practice manager personally contacted you to explain this and assured you that if your secondary plan covered the deductible a refund would be issued. The manager shared that she also informed you that their office would wait to collect payment until after claims have been processed by both plans for future visits. A THPG Patient Advocate   followed up with you after that conversation and confirmed that you were satisfied with the resolution provided.
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your billing concerns.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited my doctor on July 26, 2023 for a med check. The doctor has coded it incorrectly as a physical which it wasn't because I did not receive all of the services normally provided as a physical. Since you are only allowed 1 physical a year, I was charged full price for a physical. I have disputed this bill with Texas Health and got no where. I involved my Health Advocate to negotiate it for me. It is still in dispute as the doctor's ****** spoke to my Health Advocate and said they were adjusting the code and resending it to Aetna last week. Texas Health sold my debt while it was in dispute and now it is at a collection agency. I was told that this would not happen while my bill was in dispute. The collection agency says I owe more than the original bill! I am concerned that this will hurt my stellar credit. Texas Health has not responded to my email about this so I am taking this route. Texas Health needs to fix this ASAP. I am disappointed that a business can be so unprofessional.

  Business response

  12/21/2023

  Texas Health Physicians Group (THPG) thanks you for bringing to our attention, concerns regarding billing for your visit at Texas Health *********** #*****. We assure you that high quality customer service and accurate billing is among our top priorities, and we want all services to reflect that principal. To resolve we worked with the clinics management team and our billing office who provided the following information:
  
   The review determine that your visit was coded correctly. It was also confirmed that during your new patient visit on 06/12/23 it was communicated that the following visit would be for a physical exam. Review of visit notes and MyChart message show that you agreed to this and on 07/18/23 scheduled the physical   yourself via our online system.
  
  We also investigated your outreach to dispute the charges.  With this we found no indication that anyone informed you or your health advocate that the visit was being recoded or that it would not transition to collections for continued nonpayment. However, due to your perception otherwise the physician assistant has since elected to void the charge which also removed you from collections.
  
  A THPG patient and family experience representative has attempted to contacted you to personally discuss your concerns. To date those calls, have not been returned but you are more than welcome to contact her at ************ for additional assistance.
  
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your billing concerns.

  Customer response

  12/21/2023

  I am rejecting this response because:   Yes, the ****** has attempted to call me during work hours but I cannot answer the phone during work hours. The reason I opened up the BBB case is to have a paper trail which I also have with my Health Advocate. I am not satisfied with services and if that is what this doctor thinks is a physical, this doctor's ****** needs to be investigated. I did not receive physical services. I was told that this was a med check when I was at the visit and not a physical. All we did was go over my medication since I was a new patient. Needless to say, Texas Health does not treat their patients with priority and also claims that my Health Advocate never contacted them. I have paper trails and emails stating they did. I will be sure to review this business online and report them to the news and the state of Texas for not providing services rendered. This is highly disappointing as Texas Health treated me like a number and not a patient. It is very professional. I would still like my money back.

  Business response

  12/29/2023

  Texas Health Physicians Groups physicians and staff work very hard to exceed the expectations that patients and families have for their services.  We regret that we did not meet your expectations and have shared your feedback with those involved. As previously mentioned, the physician assistant did elect to void the charge for your 07/26/2023 visit. With this, the $134.67 applied payment became a credit on your account. Since your account also has pending claims for recent services at an alternate THPG location, any credit that remains will be refunded back to you.  If you have any questions about this, please feel free to contact THPGs grievance coordinator at ************. Since you are unavailable to talk during your work hours, please let her know what times work best and she will make every effort to accommodate you. 
  
  

  Customer response

  12/29/2023

  I am rejecting this response because:  I am still upset that it took this to get a refund for services not performed. I did not receive services for a physical. If that is what that doctor calls a physical then I wont be going back to that doctor. 

  Also, I would like to be refunded by check NOW because I paid the collections company by credit card and now owe interest on the debt. If I owe on additional services, I will pay that when it comes time. Please issue a check asap. That is my money. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 24, 2023, I went to ********************** for an annual physical, which is fully covered by my insurance. During the exam, ********************** asked if there were any concerns I had with my health. I asked about continued swelling in a finger that was broken a couple months earlier. She offered x-rays and further evaluation, which I declined and informed I would follow up with my orthopedic doctor. A couple weeks later I received a bill charging me $73 for an office visit. When I inquired, I was told if "ANYTHING" outside the physical is discussed, it is billed as another office visit.I would understand this and would not have asked any questions had I known this. If ********************** is going to charge me for another visit, she should at least inform me of that before addressing the question so I am aware.

  Business response

  08/30/2023

  Texas Health Physicians Group (THPG) thanks you for bringing to our attention this billing issue related to services received at Texas Health Family & Sports Care.  We assure you that accurate billing is among our top priorities, and we want our services to reflect that principle. Following your concerns in your email, we worked with the clinic's operations team, the physician, and our coding department to address those concerns.
  
  The review determined that the provider billed both a preventative visit and an office visit for services provided beyond those included as part of an annual wellness exam The purpose of a preventive visit is to review your overall health, identify risks and find out how to stay healthy. The office visit charge included an evaluation and management of your broken finger including offer for an x-ray which you declined. Both the physician and a coding specialist confirmed that these were both billed correctly according to coding and billing guidelines. 
  
  A THPG patient and family experience representative contacted you to discuss this and also explained that the clinic has signage in each exam room that states anything additional during a physical could be an additional charge.  She shared that during this conversation, you confirmed understanding but were dissatisfied that the physician determined for the balance to stand. 
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your billing concerns.
  
  

  Customer response

  09/05/2023

  I am rejecting this response because:   

  1) I was never made aware that a question regarding a previous broken finger was outside the scope of a full physical evaluation. The businesses statement that I "confirmed understanding" regarding the signage is false and a very dishonest statement. I never saw or ready any sign anywhere on the business premises regarding scope of physical evaluations or any other evaluations. 

  2) A very brief, not more than a few seconds, visual look at the finger should not constitute an "evaluation". I was offered x-rays and an evaluation but declined and informed them I would follow up with the orthopedic doctor for a true evaluation.

  It is very disappointing that this shady physician and physician's office is so set on forcing me to pay $72 for an additional office visit that they are willing to be dishonest and claim that I saw signage or was aware of the additional charge. This simply was never the case. I will continue to dispute this charge through all necessary measures, including further disputes with higher officers within Texas Health, filing ethics complaints with medical license organizations, or through legal action if necessary.

  Business response

  09/18/2023

  Texas Health Physicians Group thanks you for bringing this additional information to our attention. We worked with the clinics operations team and Billing & Coding Manager to obtain a resolution for this component of your request.
  
  It was confirmed that evaluation and recommended medical management for your broken finger is not considered part of an annual preventative exam. While it was confirmed that this additional service was billed appropriately per coding guidelines, the clinic is electing to void the charge as a one-time service gesture. They also considered your feedback that you felt was not adequately explained at the time of service and have started to use an acknowledgement form in addition to the signage that was already present in each exam room.
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of Texas Health Physicians Group, we apologize for the inconvenience this caused. 

  Customer response

  09/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Whatever, the charges on the visit to **************** were wrong. Doctor didn't even touch and spend less than 5 min with him, visit was supposed to do stress test as per my primary(***) refer as I wanted to check my chest discomfort I had sometime back. But Dr. didn't care in the *** request. He asked me to go to different tests. The charges made against me were not fair. The charges made by the hospital were not fair at all. I think I may get heart attack by seeing these charges than other chest discomfort. it was supposed to be stress tests done. Not for simply looking his face. I don't think **************** is a celebrity to spend $360. I cant pay this amount. Totally disappointed this visit. Painful experience with Texas health hospitals.This doctor/association did wrong, and they wanted to squeeze all my hard earned money or its intention to increase my pain so that *********** can get more money from my pocket.I tried to reach ******* ****** health care, ***...no luck on the un fair charges.ONCE AGAIN THIS APPOINTMENT IS NOT FOR CONSULTATION. IT SUPPOSED TO DO STRESS TEST. I CLEARLY MENTIONED IN THE CALL WHEN SCHEDULED APPOINTMENT.

  Business response

  08/17/2023

  Texas Health Physicians Group (THPG) thanks you for bringing your concern regarding your recent experience with **************** at Texas Health Heart & Vascular Specialists to our attention. Our physicians and staff work very hard to exceed the expectations that patients and families have for their services, and we need to know when someone feels we have not met that goal.    
  
  
  Following your complaint, we worked with the clinic's operations team, the physician, and our coding department to address your concerns. It was confirmed that the referral from your PCP was for a cardiology consultation not a stress test. It is common for a specialist to see a patient for evaluation before ordering tests so that they can determine what is appropriate using their clinical expertise.   In addition, a level of service billed is based on medical decision making which includes the number and complexity of problems addressed and not just the time spent face to face. In your case after reviewing history, lab tests and EKG Dr. ******* clinical recommendation was to order an ECHO and CT angiogram for further evaluation.
  
  
  We also investigated your outreach to dispute the charges. While the clinics director did try to reach you by phone, there was an improvement opportunity regarding timeliness for contact which we sincerely apologize for. Due to this they elected to void the office visit charge as a one-time service gesture. We have been informed that THPGs Grievance Coordinator has since spoken with you and provide the aforementioned explanation. She shared that during this conversation, you confirmed satisfaction with the resolution provided. 
  
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your concerns.
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been looking for assistance regarding a Quest **** that my insurance refuses to pay. According to their process, the pre-authorization was not sent correctly, and I am being charged in full. The quest Bill is Acc 22081762-QQUD1-10 | LAB code: ZOT for my wife *********************************** I tried to reach the office multiple times, and I got in touch with *********************** from the Dallas location to fix the request code but no progress so far. It has been almost one year trying to get support on this matter but progress so far. The task is very simple, to fix a missing pre-authorization code for blood exam CPT ***** What was supposed to be the convenience of having the blood exam support inside the facility is now taking a long time for me to resolve, not to say that my credit is now at risk. I can provide all information you need as I am trying to get customer support from the site but have had no luck.

  Business response

  05/18/2023

  Texas Health Physicians Group (THPG) thanks you for bringing your billing concern regarding the lab tests ordered by Texas Health *********** to our attention. We have worked diligently to obtain a resolution to the areas of concern highlighted within your request.
  

  The review determined that the clinic manager worked with ********** to have the lab claims resubmitted with additional codes. However, ***** received a response back from your plan denying coverage for all the lab work again. Due to all the difficultly in coordinating along with **************** for payment with your health plan the clinic director has elected to have Quest bill the clinic for the lab services in order to absolve the patient balance. 
  
  We were informed that a THPG Patient Advocate spoke with you to apologize and provide the aforementioned explanation. She shared that during this conversation, you confirmed understanding and were satisfied with the resolution provided.
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your concerns.
  

  
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a new patient visit with *********************** at Texas Health Internal Medicine #***** on September 23, 2021. The amount billed to insurance was $325. I informed the doctor's ****** that my primary insurance was United Health Care and my secondary insurance was ******** Parts A & B. They ignored that and billed ******** as primary and United Health Care as secondary. The incorrect billing resulted in both insurances rejecting the claims and Texas Health incorrectly billing me for that visit.Although the doctor's visit date was more than a year ago, the persistent inability of Texas Health to correct the problem brought me to file this complaint.Since then, I have received several further bills from Texas Health for that visit. I have contacted them repeatedly, and they've said they would correct and rebill United Health Care as primary and ******** as secondary. But despite what they've said, they never billed that way.When I checked into a recent doctor's *********** at Texas Health, I mentioned this and heard an explanation for why it may happen. It seems that when someone at Texas Health sets up the bill on the computer, it asks, because of the patient's age, if it should be made primary. This might mislead the person reviewing the bill, causing them to think they were being asked to approve the correcting of an error, and they respond without thinking to say "yes", s******* up the billing again. The prompt should ask them to double-check with the patient about the coverage. So if what I heard was correct, perhaps the faulty billing is due to faulty software.When I go to the United Health Care website, I no longer see any record of the visit as having happened.My visit hasn't been appropriately billed through no fault of my own. It was covered by insurance. Texas Health should stop directly billing me because of their incompetence in billing insurance companies.

  Business response

  04/08/2023

  Texas Health Physicians Group (THPG) thanks you for bringing to our attention, concerns regarding your billing. We assure you that high quality customer service and accurate billing is among our top priorities, and we want all services to reflect that principal. Your experience has not been what we expect for our patients and for that we sincerely apologize. To resolve THPG operations worked with our billing vendor who provided the following information:
  
  
  The review determined that an error was made when a clinic staff member completed the ******** Secondary Payer Questionnaire (****) for the visit.  This error resulted in the incorrect billing order for your primary and secondary coverage. The **** has since been corrected and due to age of claim it was adjusted off to a $0 balance. 
  
  
  We have been informed that a THPG Patient Advocate spoke with you to apologize and provide the aforementioned explanation. She shared that during this conversation, you confirmed understanding and were satisfied with the resolution provided. 
   
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your billing concerns.

  Customer response

  04/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of service: October 8, 2022 through January 4,2023. I have paid Texas Health Doctor *********************** office over $400 for service to my son's broken arm. I have all my receipts from the office and have all my EOB's from my insurance stating how much my policy states I owe the doctors office. There is around a $200 difference in how my I owe and the doctors office still say's I owe money. I have talked with my insurance at length going over all the EOB's and amounts and the insurance amount and how much I have spent is around $200. I have called Texas Health Processing and asked for an explanation and an audit. I talked with a manager of the department and they can not give me a good explanation of my son's account, I asked for an audit and they said they do not do audits. I received a phone call a week later saying they our doing an audit, received another phone call stating Texas Health is doing an audit. No one can tell me who is doing the audit and what the time line for anything. I was told I had a credit, however, I was told the credit was applied to another balance. I have proof I had already paid that balance. I feel they are committing fraud and would like an outside agent to audit my son's account to get an unbias review.

  Business response

  02/15/2023

  Texas Health Physicians Group (****) thanks you for bringing this billing issue to our attention. We assure you that accurate billing is among our top priorities, and we want our services to reflect that principle. To resolve, we worked diligently with our billing vendor, who provided the following information:
  
  We have been informed that a billing supervisor attempted to speak with you multiple times in response to your request for an audit of the account. These attempts were made to go over the charges and explain that it was determined a $92.31 refund was inadvertently escheated to the Texas **************************** Another voicemail was left after the escheatment was reversed and refunds totaling $92.31 were credited back to your **** card.
  
  Upon receiving your communication thru the Better Business Bureau, a **** Patient and Family Experience representative also attempted to speak with you to relay the aforementioned explanation. However, she also was not able to reach you by phone. However, at her request a billing document reflecting the transactions for all the **** service dates in question was mailed to you for reference. Should you have any questions after reviewing please feel free to contact her at ************ for assistance.
  
  We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of ****, we apologize for any inconvenience and thank you for your patience while we reviewed your billing concerns.
  
  

  Customer response

  02/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received one voice mail from a customer service rep stating an review was being done to my son's account and once the review was completed I would receive the findings in the mail. I have yet to receive anything in the mail explaining the review as well as how their account matches up to the insurance. My insurance company still cannot get any information from Texas health on their accounting to find out why Texas Health and their account do not match up. I would like to know why according to all my insurance EOB's and what my insurance company has received and what Texas Health has on file there is a big amount difference.

  Business response

  03/28/2023

  Texas Health Physicians Group continued to work with ******************** regarding her concerns.This included a call with a THPG Patient and Family Experience representative on 02/16/2023. We were informed that during this conversation ******************** confirmed receipt of the billing document mailed in response to her audit request and, that she voiced understanding that the billing reflected charges for all THPG locations where services for her son were provided during the timeframe in question.

  Business response

  04/04/2023

  Texas Health Physicians Group continued to work with ******************** regarding her concerns. This included a call with a THPG Patient and Family Experience representative on 02/16/2023. We were informed that during this conversation ******************** confirmed receipt of the billing document mailed in response to her audit request and, that she voiced understanding that the billing reflected charges for all THPG locations where services for her son were provided during the timeframe in question.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Can't get into my specialist until next week. Was told to come into PCP to get prednisone. Was refused meds unless I did labs which are current on file. Sent home with no meds to address my active illness and today I'll be fine until I go to the specialist. Sat in their office for over 70 minutes with no resolution. I need a refund and I'll be filing a medical complaint also. Do not use Anna Burkes office in Denton unless you like wasting money and time!

  Business response

  03/22/2023

  Business Response /* (1000, 7, 2023/01/02) */ Texas Health Physicians Group (THPG) thanks you for bringing your concern regarding your recent experience with Internal Medicine of Denton #XXXXX to our attention. Our staff works very hard to exceed the expectations that patients and families have for their services, and we need to know when someone feels we have not met that goal. Following your complaint, we worked with the clinic's operations team and the providers to discuss you concerns regarding their determination to defer to specialist for management of the condition. We have been informed that the THPG grievance coordinator contacted you to explain this. At that time, she also shared that the clinic director elected as a service gesture to void the visit charge and refund your $30 payment, which you confirmed satisfaction with. We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your concerns.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was treated at facility, company improperly filed claim with secondary insurance which was denied, the services were covered by primary insurance. The denied portion was turned over to collections. Attempts to reach someone to correct problems by phone results in directions to an email address. Three email to the email address directed have not been replied to. Complaint on company website contact us section have not been replied to.

  Business response

  01/31/2023

  Business Response /* (1000, 7, 2022/11/17) */ Texas Health Physicians Group (THPG) thanks you for bringing to our attention, concerns regarding your billing and customer service received from our billing vendor. We assure you that high quality customer service and accurate billing is among our top priorities, and we want all services to reflect that principal. Your experience has not been what we expect for our patients and for that we sincerely apologize. To resolve THPG operations worked with our billing vendor who provided the following information: It was determined that the balance in question was pulled back from bad debt on 04/05/2022 and moved under insurance for an appeal. Upon learning of your concern, we asked our billing vendor to contact Credit Systems International Inc (CSII) to confirmation that it was recalled within their system as well. During this communication CSII informed them that collections would be removed, credit agencies informed and, a deletion letter would be mailed for your reference. To address the concerns regarding customer service during calls, we spoke with a billing vendor supervisor. The supervisor has assured us that the call recordings were reviewed and opportunities for improvement were addressed with the representative(s) involved. They have also informed us that their process for responding to emails including billing contact us inquires has been improved for more timely responses. We have been informed that the THPG patient experience representative spoke with you to apologize and, provided you with a copy of the CSII collections deletion letter. She shared that during this conversation, you confirmed understanding and agreed to contact her should you have any concerns in the future. We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of THPG, we apologize for any inconvenience and thank you for your patience while we reviewed your concerns. Consumer Response /* (2000, 9, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩