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Complaint Details
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Initial Complaint
03/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have Atena Incerance, my copay is $55.They are accusing me for not paying a past due amount that I don't have.They want me to pay $68 and my copay so my son can see the doctor. I called Atena and they assured me that I only have to pay my copayment of $55 only.Business response
05/30/2023
From: ***** <[email protected]>
Sent: Tuesday, May 30, 2023 9:47 PM
To: resolutions1 bbbelpaso.org <*********************************************>
Subject: FW: You have a New Message from BBB Serving ******* *****, Consumer Complaint #********
Importance: HighGood Afternoon, ******************,
I am checking this email and upon verifying the history on the portal I noticed that the case has been opened since March 2023; however, I have not received any correspondence about this until last week when I was out of town. I am coming back to the office and called BBB a few minutes ago (prior to extending this email to you) and they suggested that although the case has been closed, to go ahead and contact you regarding the fact that we were notified last week.
Prior to this call, I had made the following course of action:
- I have contacted our Senior Billing Manager to find out about the patients complaint. She has an itemized statement for the client.
- Our Senior Billing Manager just reached out to the patient, and as the patient did not answer she left a voice mail with the direct phone number of the billing manager.
- We will continue making attempts until we can speak to the client about her concern.
I would like to know what can we do to ensure compliance with this case as we are just aware of this problem experienced by our client. Thank you so much and I apologize if you have not been able to reach to us, we changed email domains in Dec 2022.
Sincerely,
*********************
Chief Executive Officer
Phone: ******************
Email: [email protected]
************************
*******, ** 79905
www.atlantisbehavioralhealth.com
Business response
06/07/2023
From: ********************************** <**********************************>
Sent: Wednesday, June 7, 2023 9:04 PM
To: resolutions1 bbbelpaso.org <*********************************************>
Subject: Message from BBB.orgI would like to know what we can do to show compliance on case: ********. I have sent 3 emails to resolution1@.... please advise on how to proceed with this. Thank you!
Sent from ************************ ([email protected])
Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 3/22/22, my flight to return home was canceled due to weather issues, I needed my antidepressants which are prescribed to me through Atlantis Health Services (will be referred as AHS from here on out) refilled since I was stranded in a different state and had no more medication on me. I considered this to be an emergency situation since I need to be taking the medication every day, if I miss a day I will go through health complications. I called the office the morning of 3/22/22 and was given the run around through the phone operator, there is no option to speak to someone regarding your medication or refills because when you select the option, it sends you straight to voicemail. The only option to speak to a real person is by making appointments only. When I got ahold of an actual person (I believe his name was ******) I began explaining my emergency situation and he said oh and hung up on me! I was so distressed because I did not know what to do! I ended up calling the local ********* in ******** (where i was stranded) and got my emergency prescription refilled there thankfully! On 3/28/22 I called again to follow up with my psychiatrist to talk about my options with my ADHD medication and again, the phones arent working. Ive called three times and each time a different thing happens, either Im sent to the main menu again, the line keeps continuously running, or Im sent to voicemail. *** tried multiple times throughout the hour and still nothing goes through. Its especially misleading because according to their website, Im calling during business hours. This kind of practice is so dangerous to patients seeking and depending on psychiatric help! This administrative issue needs to be fixed as soon as possible!
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