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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 02/15/21 I visited Patient First for a COVID test which was covered completely by my medical insurance (and was also being covered completely even without medical insurance!). Since then I have contacted them several times because I keep receiving statements in the mail claiming I owe them $40.00 because THEY FILED THE CLAIM INCORRECTLY. This has been confirmed by the Patient First billing department AND by my insurance provider *********************** as well. When I contacted Patient First on 12/22/21 I was assured that this was corrected and that I should not receive any further notices regarding the incorrectly billed amount. Yesterday I received ANOTHER notice dated for 10/14/22, due 10/29/22 for the same account number (76******* for the same $40.00 charge because this was clearly never corrected on their end. I am considering this billing abuse and if it continues will seek legal council regarding this matter if it is not corrected and I am not provided PROOF of this correction (written statement/acknowledgement provided by mail or email) within 30 days. I have attached my copies of the bills provided on both 12/07/21 and 10/14/22 and their records should indicate this should have been resolved months ago.
Business response
10/31/2022
Patient was contacted and notified that claim was filed and coded correctly. Account reviewed accordingly.Initial Complaint
10/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 3/27/2021 My daughter ***** (same last name) visited Patient First facility for Covid testing.Patient First incorrectly billed ********** Blue Shield.This visit was purely Covid testing demanded by school. My daughter was not sick.Patient First billed for lab services and medical visit?!?!Covid test was fully covered by ********** Blue.Shield.9/21/21 receive a bill for $83.41, spoke with **** and ********** Blue Shield. It was agreed that Patient First will resubmit proper code to insurance.8/30/22 receive a bill for $83.41, spoke with ***. It was agreed that they will resubmit proper code to insurance.10/11/22 receive a bill for $84.66 with late fee included.I am tired spending my time with billing department on the phone with no resolution!Per ********** Blue Shield this Covid testing visit was fully covered, but Patient First is refusing to properly bill insurance and keep threatening me with late notices and charges.Business response
10/13/2022
Unfortunately, we do not have a signed Release of Information on file. Electronic signatures are not accepted. I will reach out to the patient's guardian.
Thank you,
*************************
Customer response
10/13/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[So they are billing me as guardian, but need some release form to talk about billing me for my child?!?!?! ]
Regards,
****************************Business response
10/13/2022
Hello Ms. ********************** to HIPAA regulations, the release form is required to discuss account details through the BBB website, as all account details are covered by HIPAA. We can speak directly to you regarding this account. I am sorry for the confusion. One of our Administrative Coordinators has attempted to reach you by phone and left a voicemail. Please contact ************************* at ************ at your convenience to discuss your concerns further.
Administrative Services
Customer response
10/13/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[We called twice, ************ and no one is picking up, straight to voicemail. Please call ************ or ************]
Regards,
****************************Business response
10/18/2022
Unfortunately, no active ROI on file. Attempted to reach the guarantor again.Customer response
10/18/2022
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I spoke with ************************* and per her instructions they removed incorrect charge from my account.have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
****************************Initial Complaint
10/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Multiple times this has happened. This most recent time...I got a bill this week for a service on 4/16/21. I have received no prior bill or notification. This bill states patient cannot be verified. Every other Healthcare provider...hospitals...dentists....ortho...counselor. no one has trouble with my insurance. Ever. Yet patient first waits an inordinately long time...so long that I cannot claim it and be reimbursed on my insurance.... and then gives me weeks to respond or it goes to collections. Despite that it's been 18 mos since the date of service. I already have one collection from them on my credit...The only negative **** i have. Now I'm about to get another. This seems unethical at best...and extremely poor business practice as well.Business response
10/12/2022
Good Morning,
I hope this message finds you well. I have communicated to the patient directly to rectify this issue. Thank you so much ****!
Have a great day.
Initial Complaint
10/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I just went to patient first to receive care and as I was registering with the female I was told that I had an outstanding balance of ******. Which is incorrect because the times that I have been to patient first I have gave them my insurance information which has been ******** for ********************************************************************************************************************************************** the system which obviously it hasnt because I havent been to patient first in almost 10 or more years. I tried calling the number I was give on the the card and was on hold for almost 20 minutes without anyone answering my call. How I can you get the issue resolved and straight if your representative are not going to do their job and answer the callsBusiness response
10/12/2022
Good Morning,
I hope this finds you well. I have spoken with the patient to have this issue rectified. Thank you!
Have a great day.
Customer response
10/12/2022
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
*********************Initial Complaint
09/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I went into patient first on january 20,2022 had no insurance at the time so I pid the full amount out of pocket which was $207.00 3 months later they find out I have insurance so they filed with them charging them the amount that I had already paid them . Now im getting a bill in the mail asking for more money when honestly all they are doing is double dipping and scamming me and my insurance for more moneyBusiness response
09/30/2022
Dear ****************:
I am writing on behalf of Patient First in response to the enclosed complaint ID#******** for ****************************
Both federal and state law prohibit health care providers like Patient First from disclosing any patients health information without the patients written authorization. This is true even when the patient has filed a complaint with a third party such as the Better Business Bureau (BBB).
At Patient First, we strive to live up to our name and value our reputation for doing so. We would strongly prefer to respond by addressing the enclosed complaint specifically, but are unable to do so unless and until the patient authorizes us in writing to do so.We will respond to the patient directly with our findings.
If you have any questions, please feel free to contact me at the telephone number listed below. I hope you have a wonderful day!
Respectfully,
*******************************
Administrative Services Coordinator
************************
Initial Complaint
08/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was seen at this Patient First in ******** ******** on January 11,2022 At this time they did not have my primary insurance on file which I had just received through my work. 2 months later they had taken 430$ out of my personal checking account in order to cover the fees of this visit. I called my insurance and communicated with both them and Patient First in order to get the problem resolved and to start the claim process in order to receive my refund. A month went by and I called Patient First again because I still had not yet seen that the claim had been processed also following up with my Insurance to get this information. A couple months later and I still had not received a refund even though Patient First had all updated information and had been in contact with my Insurance provider eventually I went into Patient First in hopes to disbute the problem when I was told that my claim had been refiled a month in advanced following up with my Insurance I learned that I was lied to and Patient First had not even attemped to submit my claim until 2 days before I had went in and spoken with them. My insurance had now told me in the middle of June that the check had been sent out to Patient First in order to cover the costs of my visit Patient First refused to provide me with a refund even though they had talked to my Insurance who gave them the check number for the check that had been sent out along with my explination of benefits clarifying what I ended up paying as appose to what I should have paid for the visit. Here we are almost 8 months from the visit and I still have yet to receive my refund. Every time I call I get told that theres nothing further that they can do until they receive the payment that they have now told me they still have yet to receive from my provider even though it has now been almost 2 months since this check has been sent out to them.Business response
08/22/2022
I called and spoke to patient regarding her concerns.
Thank you~
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135 total complaints in the last 3 years.
43 complaints closed in the last 12 months.