ComplaintsforC E Medical Group, LLC

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On numerous occasions, I requested CE Medical Group do not send bills to my email but continue to inundate my email with bills. They were asked to wait until my insurance review the bills from October 2022. I asked them why it took so long to notify me of balances. It wasn't until Gulf Coast pain withdrew participation from my insurance. Although I am making payment before my insurance has completed their investigation for the bills, CE Medical is acting as a Collection Agency that's harassment. CE Medical sends a bill via mail then an email to harass the customer to make payments just to stop the harassment. I contact my insurance and was told I could make payment or wait until the investigation is completed. apparently, Gulf Coast Pain submitted procedures I did not have which maybe the reason CE Medical have stepped up payment collections.

  Business response

  08/21/2023

  Thank you for bringing this to our attention.  We are doing some background research into the matter and will get back with you ASAP. 

  Thank you, 

  Amy K****

  VP of Operations

  ###-###-####

  **********************

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  CE Medical is aware of all the issues but made attempt to result it
  Sincerely,
  
  ****** *********

  Business response

  08/23/2023

  ******, 

  I apologize for any misunderstandings about your account, we strive to provide our customers with the best customer service possible.  I think it may be helpful for you to have a phone discussion with the manager of your account to make sure everyone is on the same page with your claims. We have done some research into the detail on your account, I have attached screen shots of the communication logs for your review.  It looks like on 5/23, you responded stop to SMS messages, from our records it didn't appear that any additional texts were sent after that, but we did received a second request to remove cell phone number from the system.  If you did receive SMS messages after 5/23, there may be glitch in the automated system that we need to investigate more since the logs don't show any SMS going out after that stop date.    

   

  In the second message sent, you stated that you "prefer to receive them by paper or email", after this request we updated the system to send them by paper or email.  On your third request,  you said "3rd request to not email me bills", but  from the 2nd message, you had asked us to send them my email or paper. From the documentation, it looks like our team did do what was requested. It appears that on 8/2 your account was changed to just paper statements, to remove the email option, but it looks like there was a timing issue and an email statement was sent out the same day that it was switched in the system.  Moving forward you should not be receiving any email statements, your account is set to receive by paper. I apologize that one was sent, but it does appear to just be a timing issue.    

  As you stated, we are not a collections company and we do not act as such, the statements we send out are not threatening in anyway, they are just a statement of the account.  I apologize that you have had frustrations with receiving the statements, but we are contracted with our clients to send out statements on open balances.  If you have additional questions or concerns on your account, please reach our VP of Revenue Cycle, Melissa B******, her direct phone number is ###-###-####.

  Thanks, 

  Amy K**** 

  VP of Operations

  Customer response

  08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

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