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:09/24/2024

  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.

  This business is claiming to be a debt collector for medical services, but they will not provide any details of the service when requested to prove that it's a valid bill. If you google them, it's filled with bad reviews (157); people questioning if they are scammers & that they will not provide proof of charges. I had a written letter, but threw it away after looking at reviews and determining that this must be a scam operation

  Business Response

  Date: 09/24/2024

  I show you went to Mountain View Hospital on 2-1-24.
  Aetna processed around 3.26.24 and we sent many text statements, to the phone number your provider, starting 3.29.24.
  With no response to the text a paper statement was sent to the address you provided on 5.31.24 but again with no response this was sent to collections on 8.24.24.
  I do see collections asked billing for a statement and this was sent to collections on 9.20.24, so a statement will be coming to you again shortly.
  If you need medical records you will have to go to the hospital 

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22328292, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Amanda Alvares

• Initial Complaint

  Date:08/30/2024

  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.

  I received the call for a collection agency saying that they are called MLC. I then told them “I don’t know of any debt or business that is called “epic emergency physician integrated.”” They tell me I owe them a certain amount of money and they’re a collection agency. I asked them why I’ve never received a bill. I don’t know that business. I don’t have any information that confirms what they’re saying is true. I get home an hour later and have a “bill” in my mailbox without any dates on it, though it seems like the bill they claimed over the phone. I called the company “epic emergency physician integrated” to try to get more information and I was placed on hold for a long period of time until it was finally answered . The person that answered didn’t actually introduce themselves, but you could hear that they were pretending to mumble their introduction, then proceeded to put me on “hold” without actually putting me on hold. They just didn’t say anything. I asked if they weren’t going to help me if they could please transfer me to a supervisor or another agent so I can get this issue resolved and they would not. I asked several times for this to happen after hearing them being on the phone making noise in the background but they refused continuing to pretend there wasn’t anyone there waiting for me to give up and hang up. I let them know that I would be contacting the Better Business Bureau to find out what exactly is happening, who they are and again they did not care. I am still trying to figure out if this is a legitimate bill from legitimate companies. I’m simply trying to find out whether this business is legitimate or not and if it’s going to actually impact my credit.

  Business Response

  Date: 09/04/2024

  I do show you went to Davis Hospital on 1/13/24. Cigna left a co-ins of $30.11. We texted statements (with an option to opt out)  and mailed a final notice on 5/17/24, to the address and phone number you listed. With no response, this was sent to Mountain Land Collections. 
  

• Initial Complaint

  Date:08/27/2024

  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.

  My son was in a car accident, visited the *** They didnt take any insurance information at hospital. I kept getting a text with a link to pay a bill but couldnt get any other information or contact information, I called several places trying to figure out what the bill was for and wondering why we had an outstanding balance with double medical insurance and 2 car insurances that were supposed to pay. Fast forward and no joke 25+ hours on the phone and being sent to collections after being told they were resend it to my insurance and speaking to 2 different managers being told they would make sure it was taken out of collections and would write off the balance. I have recorded phone calls due to the hassle and the confusion when you call. Still over a year later im getting collection notices. No one follows through or calls back or seems to do their job here. Trying to contact them is a joke. Very very disappointing

  Business Response

  Date: 08/28/2024

  Can I please get your son's name, the hospital and date of services so I can look into this. 

• Initial Complaint

  Date:07/31/2024

  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 was in a vehicle collision in August of 2023. I was seen in the emergency room that day. I was not at fault for this collision. I do not recall getting a bill for these services. I called the collection agency to make a payment so it doesnt hurt my credit score. I offered a 20 dollar a month payment because I am currently paying other medical bills. They would not accept my payment. They would only accept 60 dollars or more. I declined paying as I could not afford it. So now my account is accruing interest even though I offered to make a payment. It will now hurt my credit because I cannot afford to make the payment they will accept. I dont recall being notified about this debt and when I tried to make a payment it was not accepted.

  Business Response

  Date: 08/01/2024

  I have told collections to allow the $20 monthly payment plan until auto is settled or the account is paid off. 

• Initial Complaint

  Date:07/23/2024

  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.

  I was contacted by ******************* MLC. I have never received an invoice from EPIC Emergency Physicians. MLC says this is from 2021. I was called about the situation by MLC, but they were unable to provide me with information about who the provider was that I saw or what I was being billed for. EPIC should contact their clients directly before sending anything to a debt collector. I am still waiting to hear back about the services I was provided.

  Business Response

  Date: 07/24/2024

  I show you went to the ************* Emergency Center on 12.13.21 and saw ************************. Billing/R1 did send many statements to the address Pleasant View provided us with of ************************  We then sent this account to collections in July of 2022. 

• Initial Complaint

  Date:07/16/2024

  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.

  This company is billing me for a service that was not done. This was billed for an er visit where they refused to see me and was trying to give me pain meds instead. I was sent down from ***** and I never even had my blood pressure taken I refused the pain meds and left I was not seen my dob 5/8/66 they say service on 1/3/22 and I was not seen by a doctor or checked by a nurse now I have an account in collections after trying to speak to 8+ people and tell them I was not seen that day Im not paying for something that didnt happen. No notes saying I was seen if there are they are lying!! I dont have documentation bc I was not seen they say I owe 406$ please help me ! I wasnt seen by anyone

  Business Response

  Date: 07/17/2024

  I have reviewed this account and canceled with billing and collections  

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  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.

  This company doesn’t send out bills until it’s about to go to collections. At that point the bill has accrued interest and they refuse to have it any other way. I shouldn’t have to pay interest on anything I was not notified of. Even my insurance company is unaware of this bill. Everyone I spoke to was extremely unhelpful and couldn’t provide me with any information on where this bill came from, claiming they are the source of the bill. I’ve read other reviews for this company and they all state the exact same thing. They’ve not received any bill until it’s going to collections. I’ve never been late paying anything in my life and would have paid the bill if I received it. It’s extremely unethical to collect interest before even sending out the original bill.

  Business Response

  Date: 07/15/2024

  We do text many statements before the last paper final notice. Because this account was just sent to collections, I can take the account out of collections and remove any late fees. I will also have the account not send text, just paper statements. 

  Customer Answer

  Date: 07/15/2024

   
  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.

  I did pay off the collections debt, if it’s possible to refund the late penalty as you’ve stated you will remove any late fees. 

  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/03/2024

  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.

  I'm filing a complaint against Emergency Physicians Integrated Care (EPIC) for their mishandling of my medical billing, causing undue stress and financial impact. Despite numerous assurances, my account wrongly remains in collections as of April 3, 2024, due to EPIC's failure to manage the billing process and communicate effectively.After receiving medical services in October 2021, my claim, filed with ******************* was delayed until August 2023 because EPIC did not provide necessary treatment records. Once processed, it was clear I owed a $49.91 co-insurance, yet EPIC never billed me, admitting to this oversight, but my account continues to be affected.This prolonged situation has caused significant anxiety, disrupting my peace and tarnishing my financial credibility. I urge the Better Business Bureau to investigate EPIC's practices for their negligence.I seek immediate removal of my account from collections, a formal acknowledgment of EPIC's mismanagement, and proper documentation regarding my claim's resolution for $49.91 (Account No. ************************** contact me urgently at ************ or ********************* to address this issue. Your prompt action is essential to resolve the distress this has caused.Thank you for your support.

  Business Response

  Date: 04/08/2024

  I am sorry for any stress this has caused. I have cancelled the account with collections and the coins can be paid with billing/R1 at *************. It can take a couple days for collections to cancel. 

  Customer Answer

  Date: 04/12/2024

   
  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, pending that they actually do what they say they will do in successfully pulling my account from collections. If there is failure in this regard I will continue in pursuing action through the Better Business Bureau. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/11/2024

  Type:Order 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 never received an invoice and then was immediately sent to collections. On two separate calls EPIC billing confirmed the lack of proper invoices being sent and I was told I would be removed from collections and that they would send an invoice. I never received an invoice, nor was I was ever removed from collections. Now, they are saying I cannot be removed from collections. What??

  Business Response

  Date: 03/14/2024

  I had the billing manager review. He will pull from collections and send a paper statement.  

• Initial Complaint

  Date:03/07/2024

  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 6/20/23 and 6/21/23 I received medical services at the West Lake Emergency Center. The ** I attended uses EPIC for their physician billing. On 1/18/24 I received a final notice from EPIC for services on 6/21/23 that did not tie out to what my insurance had provided me. My insurance said I owed $28.84 and EPIC claimed I owed $30.84. They tacked on extra fees for no reason.There were a few things wrong with this. 1.) This was the first notice I had that I owed this company I had never heard of any money and 2.) They were charging me fees without explanation.I was able to resolve that bill for services on 6/20/23 and assumed everything was sorted out. On 2/22/24 I received a collections notice from MLC stating I owed them money, which appeared to by what I had paid on 1/18/24. Turns out I owed them an additional $28.84 for services on 6/21/23, but never once received a bill for services. They also tacked on their fee again. They can argue they tried to get ahold of me but I don't believe it. Their ****** reviews are almost all 1 star complaining of the exact same issue - being sent to collections on debt they didn't know they had, never once receiving notice of debt. They also will have a hard time holding the argument that they did send me a bill because I have received a total of 1 bill. The second bill was also never mentioned when I paid for the first. I've tried to get ahold of EPIC and either am transferred to someone in ***** who can't understand me or get set to the robot. Every single bill I have with them has a different account number so I also I can't see if I owe them money because no account numbers are the same.I have another $28.84 showing up on my insurance for 12/7/23 services. Guess I'll be talking to the friend collectors at MLC again since EPIC refuses to send me a bill and there is no way I can look it up since they have different account numbers for every bill.They are not customer facing so they feel no remorse for bad business.

  Business Response

  Date: 03/07/2024

  I show your son has 3 different **************** each will have their own account number. We also text statements.
  ******* DOS- Insurance denied claim, we text a statement on 9.15.23 and you called on 10.2.23. Wife also called back to update insurance information.Insurance Paid and we text many statements between 10.27-***** where the late fee was then added to the account. A final paper statement was also sent on ***** and you tried to chat with billing but it got discounted on 1.18.24. You did call,we deleted the late fee and you paid. Account is closed with billing
  6.21.23 DOS- we were able to update insurance based on the update from the 6.20.23 DOS. We also text many statements starting 11.17.23. You also chatted on this account and verified balance on 1.18, but no payment was made. Late fee was added and sent to collections after a final statement went out on 1.19.24.************************* are great to work with and dont affect credit for months.
  12.7.23 DOS- Insurance just paid on 2.21.24. You called on 3.7.24. I am happy to have billing send a paper statement if you would like. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21399170
  
  I am rejecting this response because: I now there were three bills, each with its own unique account number. The only paper bill I received was marked as a final notice, which I promptly paid. When I made the payment, your representative never informed me of the other two outstanding bills. Given that each bill had a distinct account number, your employee's assertion that my balance was $0 is highly dubious. This practice of issuing multiple account numbers seems designed to confuse customers and prevent them from understanding their actual outstanding balances.
  

  Moreover, you failed to send paper statements for the other two bills altogether, instead opting to send them straight to collections. This aggressive approach, especially for such trivial amounts, is extremely unscrupulous. A simple apology would have sufficed initially, but now I demand a refund of the additional $7.15 I had to pay to MLC due to your failure to inform me of a past due amount.
  

  I challenge you to provide evidence that you sent me a paper statement via mail, as I never received any such communication. Despite my payment of one bill, you deliberately neglected to utilize alternative methods of contact, even though you knew I could be reached via mail. Your lack of diligence in attempting to contact me before resorting to collections is wholly unacceptable.
  

  I paid the final bill only after realizing the deceptive nature of your practices and anticipating that you would repeat them. You can feign innocence, but the numerous complaints filed with the BBB alleging similar experiences demonstrate a pattern of behavior on your part. Your abysmal 1.4-star rating on ******* with nearly every review echoing these sentiments, further corroborates this.

  It's evident that the company likely feels no remorse for its deceptive behaviors, as its primary customers are emergency rooms, not individual patients. Thus, they may believe that any grievances voiced against them by customers like myself will have no lasting effect on their reputation among other consumers. However, this doesn't excuse their unethical practices.

  
  Once again, I reiterate that a mere apology would have sufficed initially, but now I insist on the reimbursement of the $7.15 I was unfairly compelled to pay due to your incompetence.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/14/2024

  MLC will refund you the $7.15 and we apologize for the inconvenience.  

  Customer Answer

  Date: 03/14/2024

   
  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. I hope you refine your collections policies and procedures because numerous people take offense to them.
  
  Sincerely,
  
  ***************************