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:04/24/2023

  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 was referred to Concert Health by a doctor at ***** hospital in ***********, ** back in July 2022. I accepted the referral and received a very short call from Concert Health asking for my co-pay amount. I let them know it was $20 dollars and they said that that would be what I was billed each month for my telehealth visits with them. Each month I was charged a greater amount than 20 dollars, but I did not realize because I had reached my deductible for the year. January 31, 2023, I was charged over 300 dollars, and again February and March. I reached out to ***** hospital's billing, my health insurance, and desperately looked for a way to contact Concert Health myself to right the situation. I had to email repeatedly through my counselor to get any information from Concert Health. Each place told me that they were in the right and that the other places had to correct their billing process. The biggest issue is that Concert is using codes that do not attach to a doctor's ****** visit, and I'm not even seeing the doctor they are billing and I haven't seen him since September 2022. I asked to contact Concert Health directly and I have been ignored, even when my counselor directly asked them to contact me. I asked every party to reprocess the billing codes for my insurance, but the only one that has even started reviewing my billing is ***** Hospital, and it has been weeks since that process began. Concert Health keeps saying that I was always charged $20 and it suddenly changed, but I have always been charged wrong because of their billing codes. They also keep repeating that I should be paying $20 dollars, but there was never any real paperwork or terms of service given to me to let me have that proof other than a few emails and an old cryptic phone call.For clarification I go by **** as well as *****************************. I also have attached only a few of the images that I have saved so if more are needed please reach out to me.

  Business Response

  Date: 04/25/2023

  We are incredibly sorry the challenges this patient encountered regarding her financial responsibly. Collaborative Care is a fully integrated model. Concert provides clinicians that are part of a care team, lead by Mercy providers. Billing and collections are the responsibility of Mercy, which is why the patient was directed back to Mercy to resolve - Concert cannot adjust the charges or balances within Mercy. Going forward, Concert has moved to a single phone number and clear accountabilities for managing that line and voicemails. This should remove the barriers to reach our team so we can support any issues. 
  
  We will reach out to the patient immediately and coordinate with Mercy. Again, we apologize for the confusion and will ensure this does not happen again. 

  Customer Answer

  Date: 04/27/2023

  I have repeatedly contacted Mercy and my insurance company. Neither can adjust the codes used by Concert. A billing code that indicates an ********* Visit is required for me to be billed properly and that has never been sent to Mercy along with the other billing codes that Concert traditionally uses. This resubmission of billing codes with the additional office visit code would allow all charges to be corrected. ***** will not alter the bills submitted by Concert in any way.
  

  Business Response

  Date: 04/27/2023

  Thank you for explaining your concerns. The services provided were billed with a place of service 11 which indicates an office based service, as you requested below. These services are billed by Mercy, under your Mercy provider, as should be indicated on your EOB. We have reached out to Mercy who will need to address your concerns. I am happy to speak to you directly at the matter if helpful. I can be reached at ***********************************************. 

  Customer Answer

  Date: 05/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  *****************************