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:04/11/2023

  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.

  I spent two (2) twenty day stays at the Athens Rehab (Restore) recuperating from a leg amputation. My ******** providers -Aetna was picking up all charges for those days there. I received the bill dated 10-31-22 for the disputed amount. On 11/2/2022 I called Aetna and was informed they had paid the exact amount $1392.69 on 10/6/2022, tracking #***************. I told Restore about my call and told them their complaint should be with *****, not me, but I keep getting monthly bills and threats about being seriously delinquent. My fear is that they will turn this unpaid amount over to a credit bureau and accuse me as the delinquent party.

  

  Business Response

  Date: 05/12/2023

  Good Afternoon,
  This is in response to the complaint ******************************* is filing against Athens Health and Rehabilitation.
  
  ********************* admitted on 5/6/2022 under his Aetna HMO.
  He discharged home on 5/26/2022.
  Aetna processed and paid his claim deducting $1392.60 coinsurance.
  
  ********************* contacted me after he received several billing statements.
  He advised that he thought we made a mistake billing him and ignored them.
  Since they continued to come, he contacted ***** to see why he was being 
  billed and why they didn't pay the bill in full.  He stated that ***** told him that
  the amount he was asking about was paid to the facility and provided him with a 
  tracking number.
  I told him that I did not show a payment but I would gladly call Aetna to determine
  the issue.  I contacted ***** and explained my conversation with the member (*********************).
  I provided them with the payment amount and the reference number he was provided.
  Aetna verified that a payment was made to us, but that that reference number did not pertain to this member (**********************).  
  The payment belongs to a different member.
  
  I called ********************* and let him know about my conversation with Aetna.  
  He stated that he would be calling them back because he shouldn't have any copays due.
  I had not spoken with ********************** since then, nor have I received any other payment or documentation
  from Aetna until we received this complaint he made to the BBB on 5/4/2023.
  
  Due to his complaint, we have reached back out to ***** on 5/5/2023, and requested them to review this matter
  and let us know what they find out as soon as possible.  As of this writing, I have not heard back from them yet.  We also have tried to reach out to **********************, but he has not answered our calls or returned our messages.
  
  We have also attached the *** from Aetna, his payment reconciliation and a print out of my request to ******
  We are willing to do whatever we can to help resolve this matter between ***** & **********************.  Thank you.
  *****************************, Facility Administrator, Athens Health and Rehabilitation