Complaints

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• Initial Complaint

  Date:11/01/2022

  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.

  **** started business with me on 6/8/22. They pulled a total of $5900 from my account by 6/10/22 for their services. There was no contact from them until I reached out on 7/3. I got several excuses as to why no one from the organization contacted me during that time. There was several email contacts between then and 7/28/22. Then no one contacted us or reached out again until I once again reached out on 8/23/22. I got several more excuses for their inability to complete the contract. There are several emails over the next few days along with confirmation that they gained access to a system they needed permission to enter.I had to reach out once again on 10/18/22 to find out what was going on. I got an email saying that they still hadnt been given access to the system that they confirmed they had access to back in august. I got more excuses why work wasnt done. We attempted to move forward and have my team get access so we could start working in the system so we could start taking clients through their system. We have been denied access to their system for over a week. We tried calling, emailing, and contacting customer service with no one contacting us back. At this time I do not feel they will ever complete the work and have lost all faith that this company is professional, capable, or willing to work with us. I believe they took my money and have no intention of completing the work. They should not be a five start company with the BBB!Attached are most of the email communications and excuses Ive received.

  

  Business Response

  Date: 11/02/2022

  We entered into a credentialing contract with *************************** on 06/10/22 for group contracting for a minimum of five (5) providers in the group.  An agreement was reached that we would begin the process with just her and then add  four more providers later as they join the practice.  Prior to starting the contract, terms were explained, and ************** was told that having patients is of the greatest assets during the credentialing process with any payers.  When the credentialing packet was sent to get started with our credentialing services, it included a detailed listing of all required documentation needing to be submitted with the credentialing packet.  We received the credentialing packet back with no supplementing documents as requested and outlined in the initial email to get started.  Due to circumstances out of our control, COVID illness hitting twice in a three-month period, this created delays in communicating to ************** about the additional documentation still needed that was not sent as requested in the initial credentialing packet email which is indicated in one of the email attachments provided by ***************  Once all of the required documentation was received, work commenced.  During the credentialing process we are at the beckoning of the insurance payers on how long it takes for them to respond to our request to add a provider/group to the insurance network and the next steps that have that completed.  Depending on the payer, responses could take anywhere from 45 - 90 days and therefore information is communicated to the client upon receipt from the payers.  In some cases, our credentialing clients expect replies to occur much faster as they have certain deadlines, they have already established for the practice itself despite the prior explanation given that the payers take their time and therefore we are unable to rush the process.  In consideration of the unexpected delays inclusive of the extended wait time for responses from the insurance payers, I offered for ************* to add two more payers in August and again in September at no extra charge.  ************** said she would consider it.  At the beginning of October when ************** contacted us about the current credentialing applications statuses in which we provided her with the current status on all applications submitted.  She also inquired about the ability to accept any insurance starting November 1st, when her private practice doors opened.  It was explained then that it was unlikely to accept insurance as in-network since no payer application was completed thus far, yet out of network is always an option.  ************** also inquired about training and how to bill claims to the insurance payers in October.  Given the delays that had occurred outside of all parties control, we offered to have her practice manager take our online self-paced eCourse on how to do billing for massage therapist at no charge which normally cost $379.  Her practice manager contacted us several times about issues logging to the eCourse and each time a response was given, including resetting her password twice.  After the last communication with the practice manger, no other communication was received and therefore we thought she had started the course.  Training on how to bill is not included in our credentialing services and therefore incurs separate charges.  The following day we received a termination email request from ************** expressing her dissatisfaction of not getting training in addition to the communication concerns and the slowness of the overall credentialing process.  Our credentialing services and the contract associated with the services is clearly outlined as no refunds and therefore we stand by that, yet we have offered other options to the client to address her concerns and dissatisfaction.  Currently four out of five of the insurance payers that ************** choose to have us apply to are in processing and are set to be finalized and the group fully contracted within the next 30 45 days with group contracts for each of them.  Therefore, the work requested to be done under the credentialing contract has been completed as outlined in the contract and warrants NO REFUND.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18343996
  
  I am rejecting this response because:

  Contract was for 5 providers of my company to have files set up to be able to accept insurance, only 1 has been done.

  Communication issues on ****** side set up delays to get our account set up between 6/10-7/6 and 7/8-7/15 and 7/28-9/9 and 9/9-10/13 and 10/27-11/1. These empty spaces where no communications came from Rill and we didn't know if anything was needed or how work was going. Each time communications reopened was due to MY reaching out and asking what was going on. Multiple complaints made about lack of communication and unprofessionalism were made in the email chains. All communication happened via email, I was NEVER was offered additional service or insurance carriers for problems that have occured (reread every email today and there is NO offer that Rill claims they offered additional services).

  Rill has acknowledged multiple times that they were at fault for the delays and I was only offered an apology and excuses up to 10/27.

  Yes, we were offered free online training for my employee on 10/27. That employee reached out with a phone call on 10/27 or 10/28 and spoke with *********  Three emails were exchanged with both parties and then nothing for a week. My employee reached out several time with both unanswered emails and unanswered phone calls. We can supply records of these unanswered emails if needed. Rills lack of communication, have unprofessional ability to run a company, and total excuses of work not being performed has effected my company and business dealing for 6 months. I do not and cannot run my business in such a manner and stay open and therefore cannot work with companies who put my business in jeopardy. I was lenient for far too long and feel that **** had no intention of truly working with me and for me. 

  Rill completed 1 of the 5 employee provider profiles for my company therefore, I am requesting $4800 refund for the 4 additional provider profiles that NO work has been done on and no longer feel Rill Unique Enterprises is capable of performing the services contracted for with all of the issues we've had, constant excuses given, and unprofessionalism on their behalf.
  
  Sincerely,
  
  ***********************