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:11/24/2022

  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 had set up payment plans on two separate accounts. One for $29 and one for $45. I called and paid in full the remainder of my balance which was $353.00 on nov 5th 2022. On Nov 12th and 16th I was charged the $29 and $45. I called two separate days to have those credited and closed the accounts. Again Nov 22nd and today Nov 24th my card was charged for the 2 payment plans that were promised to be closed. This is theft! They wont close my account even thought they say they have and there is no longer a balance. I have emailed and called several times to no avail

  Business Response

  Date: 12/01/2022

  I reviewed the account for ************** and yes the mistake was made on the 12th and 16th however the 22nd and 24th were the credits to refund her account. They were not additional charges. I am very sorry for the mix up on the account and have reviewed our procedures with the billing company to hopefully prevent this mistake from happening in the future. 

   

  The account is now at a zero balance. 

   

  *******************, COO

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18459739
  
  I am rejecting this response because:

  I have proof of withdraws made on these days as well as the initial refund. There are 4 withdraws ($29 x 2, $45 x2) made and 2 refunds ($29 x1 and $45 x1). 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/08/2022

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

   

  I see what you have posted however the Oct 12th payment of $29.00 and Oct 17th payment of $45.00 were the scheduled monthly payments for Oct. You then paid the full balance of both accounts on Nov 5th. This is where our clerk erred by not shutting off the auto monthly withdrawal, thus the extra payments were made on Nov 12th and Nov 16th. Those were refunded shortly thereafter in Nov. I have attached an Excel spreadsheet with the transactions of the accounts showing the single overpayment and the refund. If you have other information showing additional withdrawals outside of the corresponding posting dates shown on the record, please forward them to me. Both accounts now show a zero balance. 

   

  *******************, COO

• Initial Complaint

  Date:08/08/2022

  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.

  So i paid my medical **** in two payments if $76.65 and the day after i paid my second payment on 7/7/22 they sent me to collections on 7/8/22 and i believe they are trying to get double their money, they(colorado imaging) were being very sketchy when asked about why they sent me to collections when i paid for it and they showed it as paid and ***** sent the **** to collections anyways. I have bank statements and the email receipts for my payments and once i get home from work i can take a photo of the collections sent to my P.O. Box.

  Business Response

  Date: 08/10/2022

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

   

  Thank you for bringing this to our attention. I have reviewed the sequence of events with our billing company and the collection agency and here is the timeline of the process. As you can see on 7/7/22 when the rep took your second payment she miscoded the account payment and this is what caused the rollover to collections that was due to happen on 7/8. The payment posting error was corrected on 7/14 and the collection agency was notified and corrected their balance on 7/15. I have verified that the account in question has a zero balance at both the billing company and at the collection agency and that the collection agency removed your account from their system. 

  I apologize on behalf of the group for the posting error and please know that the person responsible was counseled on proper procedure. 

  6/27/2022- patient called and paid 50% of **** with credit card and we posted that payment on 7/3 in Resolve.
  7/7/2022- patient called and paid remainder of **** with credit card and an employee put account on **** instead of delaying the account so it wrote off to collections the next day
  PFC entered it in their system on 7/12/2022
  7/14/2022- we reported the second payment to the collection agency and that paid the account in full
  PFC shows account zero as of 7/15/2022
  8/8/2022- patient called and stated that she received a call from the collection agency. She asked that we call them again and report her payment
  8/9/2022- verified on PFC portal that they have the account at zero as of 7/15/2022
  8/9/2022- PFC confirmed that no phone calls were made to the patient - patient has no other accounts that were sent to collections.

  Please let me know if you have any further issues/questions. 

  Respectfully, 

  *******************, COO