Complaints

This profile includes complaints for HealthTrackRx's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HealthTrackRx

  1500 Interstate 35 W Denton, TX 76207-2402

  
• 

  HealthTrackRx

  706 E Lewis and Clark Pkwy Ste 11 Clarksville, IN 47129-2245

  
• 

  HealthTrack RX

  Marietta, GA 30067

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:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 26, 2024, I visit ********************* This urgent care did some Lab test-Urinary Infection Panel that was sent to HeathTrackRx. I gave then the TriWest Health Alliance authorization code and the billing address to TriWest. In April, I received a bill for $125 from HealthTractRx. I contacted Triwest and they contacted HealthTrackRx and Triwest verified with HealthTrack that they have the right information for billing. After the call, I call Heathtrack and confirm that they have what they needed too. In June, I received another bill again. Triwest called them and I called them again. Health track appoligized for the misunderstanding and said they were going to send the bill to *******. Well, I just received another bill again from HealthTrack, but this time for $877.20. We did the whole process again. triwest called them and I called them. They appologized again. They said that someone else is doing the billing. TriWest recommend me to file a complain with your agency because if this is not resolve by November, the referal will close and I will be paying the balance.

  Business Response

  Date: 08/20/2024

  We show the Triwest VA information was provided in June 2024, however, due to an internal processing error, the claim was not submitted correctly until August 10th, 2024. Due to the processing error on behalf of HealthTrackRx RCM staff, we will ensure the patient has no out-of-pocket responsibility for this test. No further bills will be issued and no collections action will be taken.
  
  Please contact our team at ********************************** if you have any further questions.
  
  Thank you,
  HealthTrackRx

  Customer Answer

  Date: 08/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  5/16/24, during a scare of whooping cough in my area, I went to a local *********** involving cold/flu and respiratory issues that had come, gone and then recurred with fever and weakness. They ran a test with this company to see if I had Whooping Cough and told me not to return to work until we got results.What they did NOT inform me of was that I would receive a separate bill from this medical lab in ANOTHER STATE, for nearly $600, with an insurance adjustment of $285 and leaving me owing a balance of $280 on top of the bill for my visit.I would have rejected the service outright, if I'd been informed at all about its cost and how little of that amount would be covered by my insurance.

  Business Response

  Date: 07/22/2024

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. We show that the test was ordered from ***************** Brevard; it is the responsibility of the ordering clinician to inform patients that they will receive a separate bill for the lab testing they order, and to provide education on the potential costs. We have made this *********** facility aware of your concerns.
  We show that your claim was processed by your insurance,*****, and your insurance processed the allowed payment towards your annual deductible. A deductible amount is assigned to patient responsibility by the insurance company; your insurance does not pay for some services until your annual deductible is met. HealthTrackRx offers many options to assist with insurance-assigned deductible amounts, such as payment plans, prompt payment discounts, and financial assistance. Please contact ************ or email ********************************** if you would like to explore these options.
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   

  To quote the Business in question, "...We show that the test was ordered from ***************** Brevard; it is the responsibility of the ordering clinician to inform patients that they will receive a separate bill for the lab testing they order, and to provide education on the potential costs. We have made this *********** facility aware of your concerns."

  I appreciate their contacting the *********** facility and making them aware of my concerns, but the fact remains that I was not informed or provided education on the potential costs.

  I was not given the proper knowledge to make an informed decision on whether or not to incur the possible extra cost from my insurance deductible.

   

  Business Response

  Date: 07/23/2024

  You stated your desired settlement is a Billing Adjustment.  While our contract with the insurance company prevents us from waiving assigned deductible amounts entirely, HealthTrackRx offers many options to assist with insurance-assigned deductible amounts, such as payment plans, prompt payment discounts, and financial assistance. Please contact ************ or email ********************************** if you would like to explore these options.

  Customer Answer

  Date: 07/25/2024

  I don't accept that your business would enter into any agreement with a third party that would limit you from making your own best decisions on what you do to mitigate circumstances with a charge for your services. I also see plenty of other complaints here (several of a very similar situation to mine) that were closed with balance changes.

  I acknowledge that you provide needed services, and that you are entitled to proper payment for those services. But I don't hold myself responsible for paying for things that I was not properly consulted about before they were ordered on my behalf.

  I won't be making any payments toward a service that I was not properly informed of the cost for, and would not have accepted if I had been.

  Business Response

  Date: 09/24/2024

  Thank you for your response.Please contact ************ for your account status and information regarding your dispute resolution. Please reference Account #*******.

  Customer Answer

  Date: 09/25/2024

  I am rejecting this response because: So, I tried to contact the business at the number provided, and attempted several times to navigate their automated answering system.  It kept wanting a "Statement number," and would not accept the Account Number they have provided me. I eventually had to wait out the automated options in order to get a real person to answer...gave them the account number and was told that they could not TELL me any information about the account but they would forward me to someone who could. I was put on hold and then lost the call or was hung up on. I am not going to continue with the runaround.  You say you cannot modify my balance due to agreements with my insurance provider, yet you keep making the offer of payment plans OR EARLY PAYMENT DISCOUNTS...sounds to me like you can make discounts when you like. I have another proposal...how about you contact me in writing with the fraction of an amount you would sell my debt to a collector for, and I will consider paying that amount.

  Business Response

  Date: 10/04/2024

  Thank you for your message.We have closed your account balance with note of your dispute.

  Customer Answer

  Date: 10/04/2024

  I am rejecting this response only because I would like more specifics, and as I stated, contacting your business through the phone has been a nightmare.

  Saying that you have "closed my balance," does this mean that I no longer owe the disputed amount? Or does it mean that I can expect phone calls from some debt collector soon?

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On 8/23/2023 I went to an urgent clinic in ****************. My insurance company (******) paid for the services. I've contacted Healthtrack to explain that my insurance company has paid the charges. I've sent letters with proof to Healthtrack as well as RMP with no response from either company. I have also called to inform them of the ****** payment. I am now in collections through RMP who state they have not been paid. they state they have submitted the claim to CIGNA. I have explained to Healthrack and RMP that I do not have CIGNA and that ****** has paid for the services provided.

  Business Response

  Date: 06/27/2024

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. We show that we originally had the incorrect insurance (Cigna) and that you contacted our team on 9/13 to provide corrected insurance information (******). We have investigated the history on this account and have found that we were not able to successfully submit a claim to ******; this has been escalated to the appropriate team, and we are taking steps to correctly submit this claim.
  
  We did contact ****** on 6/25/2024 to clarify your information that payment has already been issued. ****************, the payment they issued for the 8/23/2023 service date was for the clinic visit to Boulder Highway Carefirst. This claim did not include the laboratory service charges,as ordered by *****************************, which are charged separately from the clinic visit.
  
  We have retracted the balance due from the collections company (RMP Services). You have no balance due for the 8/23/2023 service date.If you have further questions, please contact ************ or email **********************************.
  
  Thank you,
  HealthTrackRx Billing Department

  Customer Answer

  Date: 06/27/2024

  I have reviewed the business response and accept this resolution.  To reiterate, I have no balance for either the clinic or the laboratory.  

  Customer Answer

  Date: 07/08/2024

  I Received a collections call again today from ************ (Health Track RX) stating that the bill has not been withdrawn and it is still in collections.  How I get the company to fix this error?

  Business Response

  Date: 07/15/2024

  HealthTrackRx documentation shows the balance was recalled from *** Services collections on 6/27. We have contacted ************ to correct their system. If you have further questions, please contact ************ or email ***********************************

  Customer Answer

  Date: 07/15/2024

  I am rejecting this response because:   I need proof from RMP in writing that they are their invoice is satisfied and I will not be getting anymore collection calls. 

  Business Response

  Date: 09/23/2024

  Our records show the open balance was cancelled with the agency. If you would like a copy of the account closure notice, we recommend contacting ************ directly at ************. Thank you.

  Customer Answer

  Date: 09/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 received a bill from HealthtrackRx in November 2023. The account number is *******. The bill is for $745.62. The date of service was 09/07/2023, I contacted them on December 1, 2023 and provided my correct insurance information. It is now May 6, 2024 and they still have not filed a claim with my insurance company. I contacted them again by phone on 01/25/2024, 02/14/2024, 03/02/2024 and 05/02/2024. I also have documented emails from 02/13/2024, 02/14/2024, 03/13/2024, 03/29/2024, and 04/01/2024. They keep saying that my insurance is rejecting their submissions. I have spoken to MedCost which is my insurance carrier and they have NOT received anything from this company. This company is apparently incorrectly submitting this to my insurance or either lying about it. I even called and had Healthtrackrx on the phone and did a 3 way call with my insurance company and my insurance company explained to them how to submit the claim. But still here it is, May 6, 2024, and they still have yet to correctly submit this claim to my ****************** My insurance stated that if they do not submit it within a year, then MedCost will not pay because the time frame to submit will be expired. I can assure Healthtrackrx, not to expect me to pay it after the time frame has expired, because that money will be on them. Im not going to pay because of their error, and if they send me to collections because of their error they will be sued for repairing my credit.

  Business Response

  Date: 05/09/2024

  Hello,
  
  We show that you have corresponded with our billing department regarding this issue. HealthTrackRx has been attempting to get a claim on file with MedCost, but have received several rejection responses. In our follow up with the insurance, we determined that the reason the claim was rejected by ******* was due to missing a Group Number. Please understand that Group Number is not a common requirement for claim submission, and that the error could only be corrected through extensive manual review. The bill issued to you in November 2023 was issued in error, and we have since corrected the balance.
  
  As previously explained, your account is not in any danger of negative collection action and have no balance due.We encourage you to continue to reach out to our billing support team, which has been diligently responding to your support requests, with any further concerns.
  
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 05/09/2024

  I am rejecting this response because:   I have emailed Healthtrackrx 3 times in the past week. Their policy states that they will contact me within 24 hours. No one from Healthtrackrx has called or emailed me. The only correspondence that I have received is the response back to my complaint via the Better Business Bureau. In many of my previous emails and phone calls to Healthtrackrx, I provided the group number 254 many times to them.  They have had the group number from the beginning of this claim. Today is May, 9, 2024 and I called Healthtrackrx again today and they advised that they have the group number.  I also contacted my insurance carrier today and they still have not received a claim from this company.  Healthtrackrx stated in their BBB response that the balance has been corrected but no one at their billing department can tell me what the balance is because they state that they are still working on the claim.  So, according to my insurance company, they still have not filed a claim, therefore, I am rejecting this response because the claim has still yet to be filed correctly with my insurance company.  I guess I will continue to wait to see when they figure out how to file it correctly.  So, the matter is still unresolved because the insurance company still hasnt received the claim.  Nothing has been done yet by Healthtrackrx to resolve the claim, even though they state that it has been handled.  I have never dealt with a company that lies such as this one.  Do not use this company !

   

  Business Response

  Date: 06/12/2024

  HealthTrackRx has been in contact with the insurance company (MedCost) multiple times. The insurance advised our team that the specific group number that needs to be indicated on the claim is 2540. Despite submitting the claim under the payers specifications three separate times, the insurance continues to reject our claim. As we have been unable to resolve the discrepancies with the insurance in a timely manner, in order to resolve this,we have closed the claim and waived the balance.
  
  We show that we have been in contact with you through our billing support team, having responded to emails on 3/29, 4/1 and 5/10 to update you on our attempts to work with this insurance. You have been assured in these emails that we will not bill you until we reached a final resolution with the insurance. We apologize for the prolonged resolution time.Please contact us at ********************************** if you have further questions regarding this resolution.
  
  Thank you.

  Customer Answer

  Date: 06/12/2024

  I am rejecting this response because:   
  While I can appreciate Healthtrackrx response. They are still lying, after Healthtrackrx corrected the group number, they in fact were paid by my insurance. I have attached 2 photos of my EOB from my insurance. On those photos, there is proof that my insurance paid them $573.07, on 05/28/2024, the check number that MedCost sent them was: check # *****. Im not sure why Heathtrackrx is acting like they did not get paid, because I have the proof that they did. So as far as Im concerned, the fact of the matter is that my insurance paid them in full. Its just sad that to get Healthtrackrx to even send the claim in, that I had to file a formal complaint with the Better Business Bureau. Because I had continuously called them for 4 months to try to get them to resolve their problem with the insurance company. Thank God for the Better Business Bureau. Thank you BBB !

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This company was not in network with my health insurance and did not inform my physician's office when this changed happen. My physician's office has tried repeatedly to get into contact with HealthTraxRx and has been unsuccessful. I am now responsible for way more than I should be. I have an outstanding bill for $125 that I do not think is fair.

  Business Response

  Date: 04/23/2024

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously.We show that your claim was processed by BCBS Oklahoma and the allowed payment was assigned to your deductible. The deductible amount was reduced to $125 on your bill in accordance with our out-of-network billing policy. It is the ordering providers responsibility to inform patients at the time of service that lab services may be sent to an out-of-network lab; we will be reaching out to your ordering provider to review the complaint and reiterate our billing policies. To resolve your concerns, we have removed the outstanding balance from your account. If you have additional questions, please contact us at *********************************** so our dedicated team can investigate your feedback further.
  
  Thank you,
  The HealthTrackRx Billing Team

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 went to my doctor due to some lower abdominal pain and the visit included leaving a urine sample to rule out a UTI. I have had many urine tests over the years and I have NEVER seen a lab bill anything close to the $789 HealthTrack billed and after submitting to my insurance, my balance is still $482.53. This is unheard of for a urine test. This is outright fraud. I've had MRIs and ultrasounds that were less. Note that I havent paid it yet. The final bill arrived yesterday with the standard request for immediate payment. This total is more than 5 months of my car insurance. Urine tests do NOT cost this much. They are taking advantage of consumers and this is why health inrsurance is so much. I peed in a cup for a simple check for bacteria. It happens all the time. Myself nor any of my friends or relatives ahve ever seen a bill in this amount for a urine test. I checked back through all of my previous EOBs and any urine test was less than HALF this much. Complete blood panels were even a third of this cost. This is robbery!!!

  Business Response

  Date: 03/12/2024

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. Could you please contact us at ********************************** so our dedicated team can investigate your feedback further? Sincerely, the HealthTracRx Billing Team

  Customer Answer

  Date: 03/13/2024

  I am rejecting this response because theyhave done nothing to resolve the matter!!!!   I have called other labs AND attached screenshots of a simple ****** search showing what the standard charge is for a urine culture.  Some places charege as low as $25.  I am looking at  nearly $500 (they billed $789).  Bottomline, this is a company that is price gouging and they need to be investigated.  

  Customer Answer

  Date: 03/13/2024

  I failed to mention that I have reached out to them as they requested and shall see if I get any form of response.  

  Business Response

  Date: 03/14/2024

  After thorough investigation, we concluded that this patient was billed appropriately in accordance with our pricing policies. Our recommendation to the patient would be to contact our call center or email ******************************************* if she would like to explore payment options we have available to make testing affordable, based on her individual needs.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 11/14/23 I went to a healthcare provider, *********************** because I was not feeling well and had a fever. The provider did a UTI panel for diagnostic purposes. This is not my first UTI panel, I have had many in my lifetime. This is the first time I have been changed $53.01 for this service. I have had same insurance and same employer for over 10 years. This companys paperwork states they charged $833.34 for this panel. They further state my insurance paid $300.39, they adjusted $479.94, billing me $53.01 for the balance. Urinary Track Panels cost $10-$350 per an extensive internet search. Their cost is extremely exorbitant. I attempted to contact them several times via their 844 telephone # on 12/27/23. I was on hold over 13 mins first call. Second call I was able to get an operator. I gave him my complaint/concern and after 3 mins on call, the call disconnected. I Called again immediately after and call dropped before connecting. I attempted a call for the 4th time immediately after the 3rd attempt and got an automated answer of Hello, hello, hello in a male voice and it asked that I leave a message as if it was an answering machine. There was a sound akin to someone blowing in a receiver with yet another hang up/disconnect. I am not able to find out why this panel cost so much. Their website does not appear to be legitimate

  Business Response

  Date: 01/31/2024

  Thank you for bringing your concern to our attention. After a thorough investigation, we have confirmed that the order, insurance claim, and patient bill were accurate and legitimate.The total amount billed is our usual and customary charges that are billed to all health insurance companies for the tests performed, and both the patient and the insurance were only asked to pay within the allowed contract limits.
  
  We understand the patient's perspective and acknowledge a misunderstanding regarding the type of test ordered. The patient initially expected an antigen strip-type test, similar to previous experiences at our facility. We recognize that the transition to a PCR-based test, while more exhaustive and accurate, may not have been adequately explained during the ordering process.
  
  To address this, we offered the patient the contact information of the ordering clinic, encouraging her to follow up directly with the provider to discuss the events of her visit. It's important to note that on the day of the calls (12/27) around 11:30 am CST,there was a known network issue in our offshore call center, leading to temporary disruptions, including call disconnections and difficulties in hearing callers. This issue was swiftly resolved within 15 minutes.
  
  On 1/2/2024, we promptly returned the patient's call, addressing her concerns about the high charge to her insurance. We made sure to clear up the situation, and the matter was resolved amicably. However, we understand the patient's frustration regarding the perceived lack of informed consent about the test ordered.
  
  We have taken steps to review this case with the ordering provider, emphasizing best practices for patient education during the ordering process. At HealthTrackRx, we are committed to ensuring a seamless and positive patient billing journey. We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding as we continually strive to improve our communication and service. If you have any further questions or concerns, please feel free to reach out.
  

  Customer Answer

  Date: 01/31/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 received notice from my insurance carrier regarding a bill posted. When I logged in to review it it was for HealthtrackRx for $1008.78 I had never heard of them and called my doctor's ****** to see what this could be since I had been seen on the same date the bill was stating services were for. The doctor's on duty pulled my file and it was noted no outside lab work was ordered. I immediately called my insurance to bring to their attention the fraud billing to my account. They verified no lab work was ordered removed it from my account and opened a fraud investigation. I then received a bill in the mail from Healthtrackrx for $91.24 huge difference from what they billed my insurance for. Since I now had a phone number I called to inform them that this was an error no services from my doctor were ever ordered and that this bill needed to be removed the woman I spoke with assured me she would escalate to management. However today I received another bill and called again asking why this is being billed again since I've already called and my insurance is investigating fraud in reviewing she said she sees it was escalated but without notes and would escalate it once again. This is not my bill no lab work on my behalf was ever ordered and my doctor's ****** has never heard of them they use Quest Diagnostics for all outside lab work. I need them to remove this bill from their system and stop billing me for fraudulent billing.

  Business Response

  Date: 01/17/2024

  Thank you for reaching out with your concern. We have found that the order, the insurance claim, and the patient bill were all correct and legitimate. The patient received miscommunication from the clinic due to HealthTrackRx orders being noted differently in the patient medical record than other lab orders placed by the clinic. We have reviewed the case with the clinic so that all parties understand the potential impacts of patients receiving incorrect information about their lab testing. At HealthTrackRx, ensuring a seamless and positive patient billing journey is our utmost priority. We sincerely regret any inconvenience this may have caused.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Company is reporting normal upper respiratory ***** as pathogenic and causing practitioners to treat with antibiotics. This is irresponsible, especially for children. Foe example, Streptococcus pneumoniae is normal in the nose and throat, so is Haemophilus influenzae. No company with legitimate ****************** Scientists or Technicians should be reporting organisms from throat swabs as pathogens without consulting a medical laboratory microbiologist. Some kids can just be carriers. This is bad practice and extremely dangerous. *** approval needs to be given for PCR testing.

  Business Response

  Date: 11/14/2023

  The respiratory bacteria specified here, including Streptococcus pneumoniae and Haemophilus influenzae, while often normal colonizers of the respiratory tract, are also the leading causes of bacterial respiratory infections including sinusitis, otitis media, bronchitis, and pneumonia. HealthTrackRx offers testing for these pathogens on select panels aimed specifically for the diagnosis of bacterial respiratory infections. HealthTrackRx also offers several respiratory diagnostic panels that do not include these bacterial respiratory colonizers and actively discourage the testing of these organisms when patient symptoms do not indicate a need. Importantly, while we can encourage the use of tests in certain setting or in a specific population a lab cannot legally disallow a test order if it is an offered laboratory test and must adhere to physician discretion. In an effort to educate providers the company offers clear symptom descriptions associated with the infections included on each panel, but the testing decision falls to the medical provider to determine medical necessity.

  Customer Answer

  Date: 11/14/2023

  I am rejecting this response because:   While streptococcus pneumoniae is a cause for otitis media, the specimen provided for this test was a throat swab. You cannot determine an ear infection from a throat source. It is irresponsible to provide these results as anything other than normal ***** for children, unless the culture is pure. Without culture methods this testing is inappropriate and physicians are not trained in laboratory medicine. This is not best for patient care and is going to lead to increased antibiotic resistant. MRSA and gram negative rods should be screened in nasal specimens. In the throat beta hemolytic organisms such as group A and group B strep should be screened as well as yeast. If this is for upper respiratory infections the source is INCORRECT. Upper respiratory infections should be sputum with a gram stain indicating there are less epithelial cells than white blood cells to determine if it is satisfactory for processing. Another source for viral infections can be a nasopharyngeal swab. You need microbiologist and medical laboratory scientists to help with your SOPs  for specimen requirements. It is not illegal to report out comments under organisms stating they are common normal ***** for certain age ranges. 

  Business Response

  Date: 12/27/2023

  As mentioned in the first response, the selection of tests is completely left to the discretion of the ordering provider based on their medical judgment. This is true for all lab tests, independent of HealthTrackRx testing. Also included in the first response were menu options where normal colonizers are sometimes indicated based on symptoms and duration of illness, not a specific case (we would be happy to discuss a specific result through our clinical support hotline). To be clear, a throat is not an acceptable sample type for otitis media in our laboratories. Our team of microbiologists actively educates physicians on ordering menus without normal colonizers and references the *** watchful waiting guidelines when these are pertinent to the specific scenario. Further, for upper respiratory tract infections without a suspected cause (like group A strep) PCR testing is considered the standard of care. For decades, acute upper respiratory tract infections and pharyngitis have been the biggest source of unnecessary antibiotic prescribing, with over 30% of antibiotics being administered with this diagnosis considered unnecessary. This was a problem before PCR testing was utilized in this space due to the inability to detect respiratory viruses which do not need an antibiotic, and the multiple day turn-around-time of culture-based techniques that promotes empiric therapy. Many ordering physicians use the speed of the next morning results that PCR provides to withhold empiric prescribing at the time of visit and leverage HealthTrackRx results to support when an antibiotic is not needed. The HealthTrackRx team works closely with our clinical microbiologist and our clinical advisory ***** of ********** Disease physicians, to leverage PCR testing to aid in appropriate and accurate diagnostics. While these responses are generic, since we are unable to address a specific case in a public setting, we invite a direct conversation via our clinical support line and would be happy to have a thorough conversation.

  Customer Answer

  Date: 12/27/2023

  I am rejecting this response because no reference to educated and certified personnel has been made. Clinical/medical laboratory scientists, medical technologists, and medical lab technicians, are the only professionals that should be testing these samples. Even physicians have not had laboratory training. I would like to know what personnel is responsible for handling and processing samples, prior to closing the complaint. Who is responsible for laboratory education? This business should have certified individuals from the American society of clinical pathologists or similar certifying agency. I am accepting the fact that there are microbiologists and infectious disease physicians. In response to upper respiratory infection education, physicians should be able to treat clinical signs and symptoms prior to any testing. Group A Strep can be tested for by pcr singularly without testing for normal ****** The ONLY acceptable method for distinguishing URI by a normal ***** ******** overgrowth, is by culture. There is no way to tell quantity of normal ***** vs pathogenic ***** without a culture methods. 

  Business Response

  Date: 01/08/2024

  HealthTrackRx adheres to adheres to the regulatory framework defined under the ******************* Improvement Amendments of ****, (CLIA) and we are accredited by the College of American Pathologists (CAP).  Our certifications can be found on our website via the following link (**********************************************************). We follow all personnel requirements based on the test complexity as defined by CAP, CLIA and state requirements.  Additionally, competency assessments performed by appropriately licensed and certified staff and continuing education are a CAP requirement for all laboratory personnel to which HealthTrackRx complies. Regarding the original, specific complaint, without the specific details of the sample along with the diagnosis codes and associated medical records, we cannot provide a specific response to that. We will happily take a call to our clinical support line *************) to talk with our Clinical Science Liaisons or certified Pathologist. 

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We were sent a bill from *********** RX for our son ***************************************** (DOB 10/16/17) for $125 for lab tests for COVID-19, Flu A/B, and RSV. At most that bill should have been $20 but we were being billed for $125. I called them and found out they submitted the wrong health insurance member ID for him so I gave them the correct member ID in March 2023. So they could bill our insurance and send us a corrected bill. I had to again call them in April, then again in July., because they still hadn't fixed the issue. Again they had the wrong member ID number, how can they continue to have the wrong member ID when I've given it to them 3 times. Then today August 23rd I received a bill from a debt collector, RMP Services LLC stating that they are collecting this debt on behalf of HealthTrackRX. How can a health billing company fail to get the member ID correct 3 times!?!?

  Business Response

  Date: 09/19/2023

  Thank you for bringing this situation to our attention.  We reviewed your account and found that the level of customer service you were provided was not to the level we strive for.  We are taking corrective action and someone from our billing leadership will contact you to provide details on how we are addressing your concerns.  We apologize for any inconvenience this has caused.