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:04/30/2024

  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 am filing this complaint on behalf of my husband, ***** ******, as he has residual medical issues from brain surgery. In early March, ** received a bill from *** **************** of Cortez in the amount of $36.28 for 1/15/24 date of service (reorder of CPAP supplies). I set up bill pay in our checking account on 3/8/24 to pay this in full; check cleared our account on 3/12/24. On 3/27/24 ** received a past due notice so I immediately responded via email telling them the bill had already been paid and included a copy of the front and back of the check. On 4/2/24 I called the billing questions phone number and spoke with ****. I realized I had inadvertently omitted **** name and account number on the check so it was sent with my name on it rather than ***** and our physical address rather than the PO box they have on file for **. I apologized for this error and told **** I would send another email to them explaining the situation because perhaps they didn't know where to post the check. In my mind, however, the same patient last name, the same **** ***** town name, and the same amount due on the check should have been a red flag but was not. **** assured me she would have them look into this and we would not be charged a late fee. On 4/20/24, nearly 3 weeks later, ** received bill #3 for $51.28 (including $15 late fee), threatening collection agency or attorney involvement. On 4/21/24 I sent a third email, forwarding the 4/2/24 email I sent with another copy of the check sent on 3/8/24 that cleared our account on 3/12/24. On 4/23/24, I received a response from ***** saying she would have someone look into the issue and get back with an update and she also mentioned speaking with a live agent. I responded via email once again and described the situation in detail again. No further response. We are fearful they will harm **** credit status by sending him to collections. We would appreciate any help you can give us in getting this issue resolved.

  Business Response

  Date: 05/13/2024

  We apologize for the inconvenience the consumer has encountered. A team member from our corporate compliance department will have the account reviewed and contact the patient to discuss our findings

  Customer Answer

  Date: 06/28/2024

  Hello,
  
  Thank you for your email. We wanted to let you know that this complaint (ID # ******** - *** **************** ** ******) was finally resolved on 5/17/24. 
  
  A lady from the *** **************** ** ****** Corporate Compliance Department in PA called apologizing for all the problems we encountered. She told me she had posted our payment, adjusted the bill and removed the late fee, so **** account is now zeroed out. We also received a letter in the mail from them confirming the actions. 
  
  You may close this complaint in your file as RESOLVED. Please let me know if you need any additional information from us besides this email saying it has been resolved. 
  
  Thank you so much for helping us. We really do appreciate it.
  
  Sincerely,
  ***** * ****** ******