ComplaintsforOption Care

• Initial Complaint

  08/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have now placed 5 calls, since 7/25/24 to the offshore call center that handles financial inquiries, requesting an itemized statement for the past year so I can submit my FSA claim which needs to be completed by the end of August. Each time they have promised to email and mail the statement to me, but to date have not done so. Ive tried contacting anyone I can within OptionCare for assistance but apparently on the offshore call center can process these, and they have not sent me anything, only saying itll come between 3-7 days. Its clear that the statement is simply not coming and Im about to be out nearly $1k. I have no record of my transactions. The new portal that came online in the past few weeks does not recognize my account # so I am unable to create an account through that to get the statement history online. I need help with this ASAP and have no idea where I can turn to for assistance. OptionCare has failed to provide basic information, ie. Receipts and statements of payments Ive made. This is disgraceful on their part and is causing me immense stress and financial hardship unnecessarily. Something I dont need considering my own condition, particularly from the company that supposed to be offering care for me.

  Business response

  08/29/2024

  August 29, 2024
  
  BBB
  *****************
  Meridian, ID *****
  
  RE: Case #********: *******************************
  
  Dear Resolutions Consultant,
  
  This letter is in response to a customer complaint relating to the home ********************** services provided to ******************************* by Option Care Health, **** (Option Care). Specifically, **************** indicated that Option Care is not responding to his request to send an itemized statement after numerous phone calls made and promises received. Please understand that Option Care takes all billing complaints very seriously. Our goal is to provide safe and effective care for each patient entrusted to us and to accurately bill for the home healthcare services provided by Option Care. In response to your inquiry, Option Cares Compliance and Patient Pay teams have reviewed the reported issues and the results are set forth below.
  
  Our review of Mr. ******* account has determined that we did not respond to his several requests for an itemized statement. Please be advised that Option Care sent an itemized statement detailing his account directly to Mr. ******* email via encrypted option on August 26,2024.
  
  Lastly,let me apologize again for any inconvenience incurred by **************** by not addressing his request in a prompt manner. To that end, please be advised that we have re-trained our team members on applicable escalation procedures for responding to patient inquiries. Thank you for bringing this matter to our attention and allowing us an opportunity to respond. Please feel free to contact me at ************** in the event you have any questions regarding this response.  
  
  Sincerely,
  
  *************************
  Patient Resolution Specialist
  Patient Escalation Team

  Customer response

  08/29/2024

   
  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

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Option care did not correctly file claim with the 2nd insurance company. I spoke to ***** and she said we need to call ******** and coordinate the 2nd insurance. Which we have never done before.

  Business response

  07/08/2024

  Good Morning,

  Please allow an extension on this request for a response to this complaint. 

  Thank You

  *************************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: *********************************************
  *************************************************************************************************************

  Business response

  07/09/2024

  Hello,

  We have to meet with our legal and compliance team and we do not have our regular meeting until July 18.  We can respond after that.  However, in the complaint it states we need to respond within 10 days from the date on the complaint. So we are asking if you could please extend that.

  Thank You,

  *************************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: *********************************************
  *************************************************************************************************************

  Business response

  07/17/2024

  Hello,

  
  We have to meet with our legal and compliance team and we do not have our regular meeting until July 18.  We can respond after that.  However, in the complaint it states we need to respond within 10 days from the date on the complaint.  So we are asking if you could please extend that.

  
  Thank You,
  *************************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: *********************************************
  ************************************************************************************************************

  Business response

  07/22/2024

  July 18,2024
  
  BBB
  ************************ 200
  *****, ID *****
  
  RE: Case #********: ***********************
  
  Dear Resolutions Consultant,
  
  This letter is in response to a customer complaint relating to the home ********************** services provided to *********************** by Option Care Health, **** (Option Care). Specifically, ************** indicated that Option Care is not billing **************** secondary insurance coverage for the services it is providing to him. Please understand that Option Care takes all billing complaints very seriously. Our goal is to provide safe and effective care for each patient entrusted to us and to accurately bill for the home healthcare services provided by Option Care. In response to your inquiry,Option Cares Compliance and Patient Pay teams have reviewed the reported billing issues and the results are set forth below.
  
  Our records indicate that ************** has primary health insurance coverage provided by ******** Part B and secondary health insurance coverage provided by ********************* of *************** review of **************** account determined that we did not add his secondary insurance information to the account until July 12, 2024. As a result, Option Care submitted claims for reimbursement to his secondary coverage insurance provider, ********************* of Roofers on July 15, 2024. Please note that we await final processing by ********************* of Roofers of the submitted September 8, 2023, September 14, 2023, and September 21, 2023, claims. Once the ********************* of Roofers has completed processing of the claim, we will send ************* an updated account statement reflecting your outstanding balance.
  
  Lastly,let me apologize again for any inconvenience incurred in **************** concerns not being addressed in a timely manner. To that end, please be advised that we have re-trained our team members on applicable escalation procedures for responding to patient inquiries. Thank you for bringing this matter to our attention and allowing us an opportunity to respond. Please feel free to contact me at ************** in the event you have any questions regarding our response or desire additional information regarding your account. 
  
  Sincerely,
  
  *************************
  Patient Resolution Specialist
  Patient Escalation Team

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/15/2021 I was told I had to pay ****** to them to have my medication delivered to me to start my infusion therapy. I paid, and they were supposed to submit the bill to remicades assistance program and when they were reimbursed, refund me. I have asked repeatedly for the refund. I have been bounced around to different departments and they can see the error, but have still not resolved it. I have not received a response every time they have said they will resolve it and contact me. This is ridiculous. I understood that they had an issue where I was on the medication, so it would bill my insurance, then show the refund, then ship my next order, then bill my insurance, then show a refund. This was ongoing m, but as I am no longer taking the medication, the refund should have been issued. Please help.

  Business response

  07/05/2024

  Hello ********************,

  We would like to ask for an extension for our response.  May we please have an extension through July 23rd?

  Thank You

  ***********************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: ************************************************
  *********************************************************

  Customer response

  07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that once I have received the refund I will be satisfied. I have spoken to them and been informed that I will be receiving a refund of ******* by the end of July. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Payment portal has been down for months. This company is not mailing or emailing monthly statements. Their website message states to call customer service. I have waited many times on hold including 3 hours. When finally answered They will not email a statement via my request, but want my past due balance paid. I can not verify charges against my insurance EOB. Also a medical ***** pays most of the balance. I must provide statements to ***** ************ as proof of service. If OC doesn't resolve their billing issue ASAP the time allowance for ***** ******* with be closed. I will then be responsible for balance. This is not only RUDE, but INCOMPETENT behavior of such a large medical company. No company in my location proximity can administer my $35k meds every 2 weeks. How is this fair business dealings? Please help

  Business response

  06/06/2024

  Hello,

  The reason ************ has not had a normal monthly statement is that Option Care Health used Change Health as our third-party processing center for things like statements, patient payments and our online portal for patients to access their account. As you may be aware, Change Health suffered ********************* attacks in February 2024.  Since that time, we have not used their services and have shut down the online portal.  We will be using a new company shortly, but until then we are offering patient's itemized statements upon request.  

  I was able to get a hold of ************ on June 5, 2024.  I sent her an itemized statement via email and apologized for any inconvenience she may have gone through in trying to obtain the information she needed. I also informed her that I could give her more precise information if there was a particular date of service, she needed the information on. 

  ************ also has all of my contact info in case she needs information or help going forward. 

  Thank you for bringing this matter to our attention and please feel free to contact me directly at ************** should you have any further questions regarding this matter. 

  Sincerely,

  ***********************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: ************************************************
  *************************************************************************************************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband has a $410.13 bill dated 1/1/2023. Option Care Health filed the claim with an insurance we had at the time that had a deductible. It paid $40.53 on the original bill of $450.63. My husband has ******** as of 1/1/2023. I have repeatedly asked for this claim to be filed to ********. It never has been filed to ******** although several of the representatives I have talked say they will file it. One representative told me they were only allowed to file a claim to one insurance company and since it had already been filed to one that he could not file another one. I have asked to talk to the manager but no one will transfer me to he/she. I filed this claim myself to ******** but they sent me something saying the provider will have to file the claim. Since our deductible was paid in 2023 I know ******** would pay this claim if Option Care Health would file it. I need help with this. My husbands name is *************************. Account #****** Invoice#******** Date 1/1/2023.

  Business response

  03/26/2024

  Hello,

  Our ************************************** loaded the patient's ******** as a new payer at the time.  They neglected to inform our billing department that there was one claim that needed to be billed out. Since the claim is from 1/1/2023, it is now timely, and we adjusted off the $410.13 that the patient was being billed.  The patient has a zero balance now. ******************* was notified via phone call of the adjustment on March 20, 2024.

  Let me apologize again to ******************* for any inconvenience incurred in not having her concerns addressed in a timely manner. To that end, please be advised that we have re-trained our team members on applicable escalation procedures for responding to patient inquiries. Thank you for bringing these matters to our attention and allowing us an opportunity to respond.

  Customer response

  03/26/2024

   
  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

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Option Care Health has not billed ******** Part B or Regence, yet wants me to pay a statement for $1,177.80, without any breakdown of activity (charges and payments) on my account. Whenever my wife called ***************** she was told that it was totally my "responsibility" to pay this amount. I was paying the amount due weekly online, with no details, because their site would not allow me to access my "account" online. Eight days ago a representative said they would **** Overnight" a complete listing of charges/payments, however nothing has been received. I have confirmed that my Plan D medicine had been paid by insurance. I have ******** Part A, B and D, plus ************** When told that ******** had not been billed, the Option Care rep told my wife that ******** "never pays" and that I would have to "contest" it, even though Home Infusion is covered through Part B, as confirmed by ******** over the phone. I suspect that my payments made online were for a deceptive, undisclosed "Per Diem" charge, which is higher than my share of the medicine. Only my "share" of the antibiotic cost was disclosed at the time of placing the order for Home Infusion, as per their representative, while still at the hospital. Nothing was mentioned concerning "Per Diem" nor any other costs at the time that the pharmacy order was made. She told my son and me several times, that according to ********, there would be no other charges. (Please see the attachments for more detail.)

  Business response

  01/16/2024

  Hello,

  Our records indicate that ******************** primary health insurance coverage was provided by ********. In addition, he had prescription drug coverage through a ******** Part D plan, administered by Wellcare Rx. His prescribed drug product was covered under his part D plan, Wellcare RX, less applicable patient financial responsible charges (e.g., copayments, coinsurance or deductibles).   As you are aware, ******** Part B covers medical services and supplies that are medically necessary to treat a beneficiarys health condition and generally includes coverage for outpatient care, preventive services,ambulance services and durable medical equipment. ******** Part B does not cover per diem charges. The per diem charge is a daily fee consisting of the costs related to the dispensing of the drug product, including clinical management, on-call services, compounding of the medications, administration devices and all necessary supplies that allows the patient to safely and effectively administer their therapy. Therefore, Option Care billed ******************** per diem charges based upon our patient self-pay rate.

  Our records further indicate that prior to the commencement of services on September 12, 2023,  Option Care verified ******************** ******** Part B health benefits and provided him with an Explanation of ***************** Responsibility form (****). The **** which he signed, informed **************** that he was paying self pay for the per diem charges. I have included copies of said **** for your reference. Please note that the purpose of an **** is not intended to convey the final costs of the home healthcare services related to his prescribed therapy. 

  Notwithstanding the forgoing, per Mr. ************** request,Option Care has submitted his per diem claims to ******** Part B for adjudication. As such, we have received the explanation of benefits determination from ******** and on January 8, **** sent them as well as an audit of his account, the signed ****, signed AOB and an explanation of what a per diem is, which I have added as an attachment to this response.

  In conclusion, our records indicate that **************** has an outstanding balance of $1,177.80 which is his final balance.  Please be advised that Option Care offers multiple payment options, as well as no interest payment plans to assist our patients in resolving their outstanding balances. In addition, **************** can make his payments by using any of the following options: (i) by mailing the payment to the address listed on your monthly statement; (ii) by paying over the phone by contacting Option Cares ********************** at *************** or (iii) by submitting a payment through our Online Portal.  

  Thank you for bringing these matters to our attention and allowing us an opportunity to respond. 

  Customer response

  01/28/2024

   
  Complaint: 21106040
  
  I am rejecting this response because: 

   

  I feel that I was deliberately misled by Option Health Care.

  At the very least, I want a written APOLOGY for the lack of full details from Option Health Care, plus the way my wife was treated by your ******************* All phone numbers obviously went to an off shore service, who would not provide her with what I was being bill for, but kept putting her on lengthy holds, and only insisting that it was my "responsibility" to pay. She phoned them three times, then finally found an office in **************** to contact directly.

  The person signing me up in the hospital, when asked directly, more than once, insisted that I would only have to pay 1/2 of the cost of the medication. She never mentioned that ******** would not be paying for anything else that Option Health Care would bill and certainly nothing mentioning per diem. If she did, it certainly wasn't clear and she did not fully explain the form she wanted me to sign. She only related to me that if I had the infusion done at the hospital, then everything would be "paid". My son, who lives in *********** and was there to take me home, was present as well and got the same impression as me, that the charge each week was of the medication cost. At the time I was unable to walk more than a few steps from suffering serious Sepsis, both my hands and feet were numb and my mind was groggy from medications and lack of sleep. My son phoned my wife while the representative was present and related the cost as being about $200 or so each week. At the time, I didn't know your representative wasn't part of the many hospital staff going in and out of my room all hours of the day and night, but rather someone making a sales pitch.

  My wife said over the phone that she would learn to do the infusion, so I would not have to be transported each day to the hospital. Being outside of the Dial-a-ride map, it would be a daily hardship with her physical limitations. I still needed to go to the hospital once a week to have the dressing changed.

  I just spent another eleven days at the same hospital for a complicated open heart surgery, mercifully not requiring another home infusion.

  Written apology first, payment consideration afterwards.

   

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been unable to obtain a detailed billing account summary from **********************. I was directed by my hospital to order medication to be delivered to my home for out-patient treatment. I was told all payments must be made in advance, over the phone, before the medication would be delivered. I paid $1,01048 on 4/19/23 and $565.24 on 4/26/23. The first statement I received from Option Care dated 4/25/23 had a balance due of $779.17 for cefTRIAXone, the medication, which I had pre-paid for. I have called and sent them a written request for a summary showing all charges and credits - which I believe I am *********** by law. They continue to send me the same bills, not showing the amounts I had already paid. If I do owe them money, of course I will pay the bill, but I can not tell if I am being billed accurately or if I have been double billed. Their collections call me incessantly and we keep having the same conversation. I want to get this resolved before it goes to collections. I am not in any way refusing the pay - however, I do believe I am *********** the information I have asked for.

  Business response

  11/30/2023

  Hello,

  After reviewing the history on the patient's account it was determined that the patient had been sent statement's numerous times.  However, patient was sent the same statements she received in the mail rather than the requested more detailed itemized statements.  In addition, we do send our information encrypted and there the possibility of not being able to open an encrypted email.  There was a miscommunication.  

  This has been resolved with the patient by sending her itemized statement via ********************* on 11/28/23 and package was delivered on 11/29/23. I spoke with the patient on 11/29/23 and she did receive the statement she has been waiting for.  I will be further assisting her with any billing questions she may have.  
  

  Thank You

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

  Customer response

  11/30/2023

  They did send an itemized statement immediately. I was not billed the cash (non-insured patient) rate for all orders, they are correcting the billing accordingly, and I was over billed for several doses that had gone bad. Very helpful over the phone, I believe that are correcting the account and revising the statement. I appreciate the BBB support. It a difference of several hundred dollars. If I hadn't asked for the itemized statement I would have never know. - Carrie 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am seeking help resolving a billing issue with Option Care. I have attempted to resolve this with them without success. My son received services for enteral feeds from December 2021 to July 2023. My son has been *-tube dependent since December 2021. In February 2023, his doctor changed his formula from the infant to the junior formula. Option Care summitted for prior authorization with United Healthcare and it was denied due to medical necessity. I was told by UHC that it was because they did not receive adequate documentation to prove the * tube was the main source of nutrition. I was also told by the insurance that a peer to peer was offered and Option Care had not responded to them. Option Care did not follow through, and instead began billing my family for the total cost. I began trying to contact Option Care since July 2023 to get help resolving the matter. Each time I call, I am told someone will contact me to assist. On 9/26/23, patient escalations finally called me and told me that the formula wasn't necessary and that we were responsible for the bill. I told them that my son does not eat by mouth and that is incorrect information. The representative forwarded the information back to someone in billing and I have not heard back from anyone. His account number is ******. The current balance is over $2000.00 Having a medically complex child is stressful enough. The amount of time I have spent attempting to resolve this matter and the amount of stress is uncalled for. I feel Option Care has failed our family and does not do their due diligence for their patients.

  Business response

  10/18/2023

  See attached response letter. 

  Customer response

  10/18/2023

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was dealing with option care i do a medical condition I needed to acquire some medications that would be at home administered upon receiving a phone call from their company about how much it would cost me out-of-pocket I fashion I th with my credit card After a little time has passed they told me that I owe them some additional money that was for some other supplies I told him that is not a problem I will send the check to them they notated that I was sending them a check after a day or so INoticed that my credit card was charged that amount that I told him I was sending in a check and then proceeded to call them and ask them why did they charge my credit card without my authorization when I told him I was sending a check out to them they dont said that they would reimburse me back the money that I had paid with a check and I am still to this day waiting for it and this was over two months ago every time I called them they say that the check was sent out and it has not reached arrive and then when I called back again a week or two later they say that it was sent out the day before so they are lying about when they are sending a check out until this day I still not received my money of $140 I haveAlso tried to speak to the supervisor and requested a phone call from them until today still have not received one

  Business response

  09/22/2023

  See attached response letter. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want the bill dated 7/14 for $178.48 marked paid or removed from my account. This bill was for 3/16/23 services and not included in any other ********. It appeared in July, 2023 nearly 4 mos later. My dates, 3/4/23 to 4/20/23 infusion services at ********************************************Dates of bill 4/10, 5/10. 6/10 and the surprise bill 7/14/23.I have had a terrible time trying to settle up with this company. I do not have insurance so from 3/3/23 I had to pay out of pocket for my medicine to be delivered.After being bounced around by customer service in ***** and *** I was told I agreed to send the 3/16 bill to insurance. I asked for the phone recording of this and none was produced. Why would I agree to send one bill to insurance that does not cover the service?Since is it 4 mos after the service and I have paid the account off, I want this bill deleted by the company. Who sent it to insurance? Why was it sent? I was clearly paying myself.Copies of irregular billing. Ex, 3/23/23 is billed 2 times with 2 different amounts. Total of bills make little sense.After numerous phone calls (my notes included) I settled this account for $322.82.

  Business response

  08/10/2023

  Hello,

  Patient had a total of 10 claims billed out.  Even though ******** and patient's supplements do not pay for the services the patient had, we try to bill at least one claim out to see if they will process.  The patient's secondary did not respond to the claim until July 2023 at which time the patient was billed.  I have reached out to the patient to let her know the circumstances surrounding why she received a bill after she was quoted an amount.  I let the patient know that due to being quoted a final balance, I would adjust off her balance of $176.48.  Please let me know if you have further questions.  

  ***********************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: ************************************************
  *********************************************
  ***********, ** 60015
  www.optioncarehealth.com     

  Customer response

  08/10/2023

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

*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. ↩