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:03/08/2023

  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.

  On October 10,2022, ****** was in an auto accident caused by someone else. Medical bills from the hospital visit the following day, October 11,2022, were submitted by Centura Health St ************************* campus to medical insurance, BCBSIL. Any bills with a balance received were then submitted to ****************** for payment as they were the insurance company of the person that rear ended ******. After months of back and forth with insurance companies and car collision shops, the vehicle was deemed totaled. In February 2023, A certified letter was received in the mail from Continuum. It states that a balance is owed to ************************************************** and that a hospital lien has been placed on ******* There is no information as to what the balance amount is or what service it is for. It states that " Continuum is not a collection company and the balance due is not in collections. Additionally, the enclosed hospital lien notice is not a demand for immediate payment and is not a judgement against you. Instead, it applies only to any settlement or judgement that you may receive because of your injury." St ************************* had/has medical and auto insurance information and has not sent any further bills or notified ****** or *********, her mom, of any balances not paid by Allstate. When Continuum was called, a voicemail was left and to date no one has returned the call. The letter continues to state that they have no information regarding billing which is inaccurate. Because it was an auto accident, these people can keep billing and rebilling as they want? They can try to take as much as they want or more from a settlement ? It seems like a scam because no information is provided. It reads as very contradictory. There is actually another person that was cited for causing the accident that everyone seems to ignore. What if there wasn't a settlement for them to try and take? How would St *********************** then? It seems as if St ************************* is not about healthcare, but greed.

  Business Response

  Date: 03/24/2023

  Continuum is a motor vehicle claims billing company that works in partnership with ****************************************** Health Campus (Centura) for the billing, follow-up and management of their motor vehicle claims. Continuum is not a collections company, and never pursues the patient directly. Continuum follows billing coordination of benefits.
  

  The patients (******) mother reached out to Continuum and left a voicemail on 3/6/23 asking for clarification on the Hospital Lien that was placed on her daughters medical bill from ****************************************** Health Campus. The account manager that received the voicemail had gone on maternity leave shortly thereafter and had been unable to return the call. Continuum was made aware that the call had not been returned on 3/21/23, and a Supervisor reached back out to the patients mother immediately. At that time, the Supervisor was able to speak with her and explain what a hospital lien was, why the hospital lien was placed on her daughter's account, and that it only related to a third-party settlement. The hospital lie has no effect on her, her property, assets, etc. The patient's mother was thankful and asked that we email her a closure letter as the balance was now paid in full. Continuum then emailed her a copy of an account closure letter stating the account had a zero balance. At this time, and from our understanding, all confusion has been addressed and the situation resolved.

  Please let me know if there are any additional questions you have or if you would like any clarification on the answer above.

   

  *******************

  *****************************************************

  ************ (direct)
  

  Customer Answer

  Date: 03/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I appreciate ***** responding and clarifying this situation.
  Sincerely,
  
  *****************************