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:10/13/2023

  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.

  On January 18, 2023 I went to the doctor and my EOB stated I owed nothing. Since then, I have received numerous bills stating I owe $408.87. After several calls with Privia lasting two plus hours, they assure me that it will be remedied. I received a letter from a creditor stating I owed 408.87. I then called again to fix this. They assured me again it would be fixed. A month later I received another letter from the creditor stating I owed $266.24. I called Privia again with my ***** rep on a recorded line, they didn't know where that amount came from. They assured me it will be taken care of. I have spent hours and hours on hold with Privia, on the phone with Privia and nothing is done. I'm afraid this is their business model to bully people into just paying. I owe them nothing. The actually owe me $44.01 that they've known about since June 2023 but I have not received that payment either. Please help me get this taken care of. I have good credit and this is unacceptable. I am not getting anywhere.

  Business Response

  Date: 11/15/2023

  RE:  Complaint ID ********; ***************************   
  
  Dear BBB Dispute Resolution Team,
  Thank you for allowing us to look into this patient billing issue on behalf of ****************************  At Privia Health, we strive, above all, to deliver the highest level of patient care and satisfaction possible. 
  After further investigation into this third-party billing issue, we have found the balance in question was removed from collections and cleared as of 9-3-2023.  Regrettably, during the time frame in question, Privia Health experienced a delay in receiving and processing payment from **. ******* HSA account due to a number of factors outside of its control.  Additionally, regarding the $44.01 **************** advises she is owed by Privia, the refund process has been initiated to return those funds.  *************** will receive an email shortly requesting her to provide ACH information in order for those funds to be returned to her. 
  Privia Health regrets the inconvenience this isolated and uncontrollable incident may have caused *****************  However, we are grateful to have been able to provide a complete resolution to **. ******* billing issue and concerns with regard to her account. 
  
  Sincere Regards,
  Privia Health

• Initial Complaint

  Date:02/15/2023

  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.

  Our daughter visited one of their practices on Oct 10, 2022. In January, we received a noticed that we had an overdue bill for $206 which they had submitted to a third-party debt collector. It turned out that they had the wrong insurance information, so billed the wrong insurance. Rather than ask us for correct insurance, they made it seem like we were supposed to pay the entire amount ourselves, which was false. We immediately contacted Privia central billing and gave the correct insurance information. They said that it would be re-submitted within 5-7 days. 14 days went by. We emailed with Privia - representative ******** *. - and they told us to wait a few more days. We waited a few more days and emailed again. ******** *. stopped responding. So we called in and spoke with ***** **. ***** *. said she spoke to the doctors office and that they would re-submit the claim that day, that Dr. **** ****** would call us that day, and that ***** *. would call us back Monday morning to confirm it was done. We waited until Wednesday but never received calls from Dr. ****** or from ***** *. Meanwhile the claim was still outstanding with the third-party collection agency and we were still getting harassed to pay the erroneous bill. Patient beware of working with this health system. If they mess up your billing you will be in purgatory. Their customer service is terrible and their billing practices are likely in violation of the law. Case # *********, Case #: ********.

  Business Response

  Date: 03/07/2023

  The patient saw a Privia Medical Group provider on October 10, 2022.  The claim from this visit was submitted to the patient’s previous insurance carrier that day.  Due to a technical glitch, the insurance carrier’s system did not immediately generate an “ineligible for coverage” response.  On October 11, 2022, the patient’s insurance information was updated, but was not attached to the claim from the previous day.  Consequently, the patient received a denial of coverage and statement that the balance was the patient’s responsibility.  The patient reached out to Privia Medical Group’s billing department to correct the claim information.  Because the new information was not attached to the outstanding balance, the claim was not resubmitted and the balance was sent to collections.  Privia Medical Group has identified opportunities to improve the process for these types of situations and is addressing it internally.  Patient’s outstanding balance has been removed from collections and the claim has been resubmitted to the patient’s insurance carrier.  Privia Medical Group is reaching out to communicate this update to the patient.
  
  Senior Counsel

• Initial Complaint

  Date:11/01/2022

  Type:Product 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 complaint is for the date of service, October 13, 2021, in which Privia is wrongly charging me $42.45.I have contacted Privia eleven times over the past year to correct this problem. In addition, *****, my primary insurance, has contacted Privia twice and asked them to either resubmit the claim with the correct service codes or stop charging me for the amount that is NOT my responsibility. I have also requested a call back from a supervisor and sent two emails to Privia with all documentation on October 1, 2022, and October 21, 2022, but have never received a response or a callback. Instead, to my dismay, I received a letter from a debt collector. This is appalling given their lack of response to my numerous attempts to correct this problem. I am also filing a complaint with the ********* County Office of Consumer Protection.

  Business Response

  Date: 11/22/2022

  The patient saw a Privia Medical Group provider on 10/13/21 and was billed through patient’s primary and secondary insurance for an initial comprehensive evaluation.  The portion of the charges paid by patient’s primary and secondary insurance left an amount due of approximately $42, which was marked as co-insurance amount due from patient.  Patient’s explanation of benefits from patient’s primary insurance included a note that indicated the procedure code was missing, incomplete or invalid. A valid procedure code was submitted, but there was some question of whether a different procedure code was more applicable.
  
  Patient reached out to the provider and Privia Medical Group disputing the co-insurance amount and requesting the claim be filed differently.  However, by this point too much time had passed from the date of service to resubmit the claim and the appeals timeframe had passed. Given that the claim could not be resubmitted or appealed, Privia Medical Group has written off the amount charged the patient, removed it from collections and is communicating this to the patient.

• Initial Complaint

  Date:06/08/2022

  Type:Sales and Advertising 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.

  In November 2021 I received an email from Privia Health stating that they owed me a refund of $917.30 due to an over payment that was found in an internal audit. Since then I have made several phone attempts to have the funds sent to me. They sent the initial check to the wrong address. They attempted to mail out a second which I never received. The third was another mail out, but then I got a voicemail that I would actually get communication from *****, which I never received. And now the fourth check has to be mailed again with no alternative solution such as an over nighted and tracked envelope. This is the definition of insanity. They have had theses funds for well over a year and I have lost dividend income as a result.

  Business Response

  Date: 07/19/2022

  Privia issued a refund check to the patient on 10/07/2021 in the amount of $917.30. This  check was mailed to the address on file at that time. On 12/27/2021 records indicate the patient  updated her address. On 03/08/2022 we received a call from the patient inquiring about the  refund and she indicated she had not received the check. Privia cancelled the check issued on  10/7/2021 with the bank and a second check was then mailed. 
  On 06/08/2022, the second check was returned due to an incorrect address. In reviewing  the audit trail of the address update, it appears both checks were sent to the patient's old address  (what was on file when the refund was initially issued). As a matter of practice, checks are  mailed to the guarantor address on file. When the patient updated her address, the address change  was made in the patient file, but not guarantor file. 
  On 06/09/2022, Privia initiated the process to send a third check. It was still in progress (it  had not been mailed yet) when the patient complaint issue was identified. After reviewing the  BBB complaint and confirming that the second check was returned and the third check had not  yet been mailed, Privia initiated a refund request via email to the patient for her to set-up her  ACH information for a direct deposit of the funds. The patient should have received the email by  1 pm EST on Friday, 07/15/2022. 
  On Saturday, 07/16/2022, Privia’s Vice-President of Revenue Cycle Management called  the patient to alert her of the email and the steps needed to get the refund via ACH Direct  Deposit. Privia let her know that two checks had been mailed previously and that both  inadvertently were mailed to the incorrect address. The patient understood the delay and  appreciated the call. She had not yet seen the email but stated she would review her email at her  convenience. Privia confirmed her email address to ensure the correct information was on file  and thanked her for her time. As long as the patient completes the email request for her ACH  information she should receive her refund in the form of a direct deposit. We will continue to  monitor her account to ensure the refund is completed.