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Business Profile

Medical Billing

Inbox Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Billing.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Starting around August, 2024 I received texts from inboxhealth stating I had a balance of $40.54 due to the **** *** ***** ****** ** **** ***. I then checked with the Center where I receive my services and was told they do not have anything to do with the billing but was given the phone number for the company that does the billing. I tried to contact them leaving messages and my phone number but never received a return call. I continued to receive texts and then received a paper bill in October, 2024. Again I reached out to contact them but to no avail. (there is a recording that says "we will get back to you ASAP). I have called and left messages at least 6 times. I'm not sure if this is a scam for Medicare patients. It's also very funny that my husband and I go to the same podiatrist on the same day for our allowed 2 month podiatry visits and he has not received the same texts or bill that I have.

    Business Response

    Date: 11/19/2024

    Hello,

    Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by *** ****.

    To clarify, Inbox Health serves as a software platform utilized by billing companies to manage patient billing and communications. While we do have an internal support team dedicated to assisting patients, we have thoroughly reviewed our records and found no evidence of *** **** attempting to contact our support team.

    Understanding the urgency of this matter, we have promptly informed our client, ******* ** *** ****’s concerns and advised their billing department to reach out to her directly. We have emphasized the importance of addressing her inquiries and resolving any billing discrepancies as soon as possible.

    If there is any additional information or documentation required from our side, we are more than happy to assist further.

    Thank you, 

    Ann T***** 

    Customer Answer

    Date: 11/20/2024


    Complaint: ********

    I am rejecting this response because: As stated in my original complaint to the BBB I made multiple phone calls and left messages (even though the end of the business recording says "we will get back to you ASAP") I never received any form of communication from them. It would be easy to have the phone company check phone records to see if calls were made to the number I was given to contact. 

    Sincerely,

    ******* ****

    Business Response

    Date: 11/20/2024

    Hello **** ****,

    Thank you for your response. To clarify, Inbox Health is the software platform used to send statement notifications on behalf of our clients. The phone number listed on these notifications belongs to our client, *******, and is not associated with Inbox Health support. The number, ###-###-####, is managed directly by *******.

    We have communicated your concerns to our client and have requested that they reach out to you promptly to address your inquiry. We apologize for any confusion and appreciate your understanding.

    Best Regards, 

    Ann Taylor 


  • Initial Complaint

    Date:02/23/2024

    Type:Billing Issues
    Status:
    Resolved
    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 received a 1099-K for 2023 from Inbox Health Corp in the amount of $622.89. I never received any payments from Inbox Health in 2023. I emailed them multiple times after receiving the 1099-k, but received no response. They don’t list a telephone number to call. In the email I requested that the 1099-K be corrected to show $0 received for 2023 and resubmitted to myself and the IRS. Also I requested that they arrange to disburse the $622.89 to me in 2024.

    Business Response

    Date: 03/28/2024

    This complaint was resolved with the client once they were able to contact us directly. The BBB complaint was received 24 hours before the complaint was closed due to non response.

    Customer Answer

    Date: 03/29/2024


    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.

    Sincerely,

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

  • Initial Complaint

    Date:01/30/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Disabled Veteran used the *** * ********* **** *******, which allows veterans to see doctors outside of the **. The Doctor agrees to adjust bill to what ** will pay. I did chose to pay out of pocket for shoe inserts which they claimed aren't covered (I learned later they are). Two years after the ** paid all bills for all visits, this company sends me a bill for my last visit even though the ** paid. They texted me 23 months later saying claim I owe the difference. I have sent them the contract, the laws, the approval for care, and the paid bill. A month later, 2 years after the visit they send a bill. In ********** they only have 12 months to send a bill anyway (though I owe nothing legally). The date of service online is weeks off from the one on the paper bill yet it's the same bill. Despite correction, this company is attempting to make money on debts that don't exist.

    Business Response

    Date: 03/11/2024

    Hello,

    Inbox Health is a software company. We send patient statements on behalf of medical providers, we do not determine the content of their statements or determine what should or should not be billed to a patient. The patient in question received a statement in error. They brought this to the attention of support team members, who acted to have it resolved on their behalf. They received an additional statement while the matter was being addressed. The account has since been resolved.

    The BBB continues to send notices to our old address, resulting in us receiving the complaint notice after they have already been closed. Please update your address to:
    Inbox Health, *** ***** *** ***** **** *** ****** ** ******

    Thank you.

  • Initial Complaint

    Date:01/16/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 a licensed Master social worker, in private solo practice. I have a contract with Practice Solutions and they provide me Insurance verification and insurance billing services. They have contracted out Inbox Health to collect co-pays and cash pay. In the last 9 months I added a business name to my business bank account. Since November 10th of 2023, inbox Health claims that they can no longer make deposits to this account without some form of "manual verification". No other changes were made to this account, the account number, my tax ID number, and social security number have not changed. I spoke to ********** **** today and they have no record of any sort of verification attempts, or deposit attempts since November 10th 2023. At this time, Inbox Health is withholding $2,1004.32 of money they have collected based upon services that I have rendered, with no explanation or indication of intended resolution, or date in which I can expect a deposit into my account of my money that I earned.

    Business Response

    Date: 02/15/2024

    Hi there,

    Please update your records to indicate an address of: Inbox Health, *** ***** *** ***** **** *** ****** ** *****.

    A letter addressed to us regarding this complaint was received by me today, which I believe is because the mail had to be forwarded. The complaint was resolved by our team without knowledge of the BBB. As a provider of payment processing services, we have obligations to our payments and banking partners to comply with Federal Rules and banking regulations. The complaint in this case refers to necessary verification requirements that were triggered by a change they made to their bank account. While we understand their frustration, it is completely out of our control and required them to comply with requests, which they did not initially do. They have since complied, and the issue was resolved.

    Please ensure that your records are correct regarding are handling of this issue and our address so we can remediate issues quickly in the future should they arise.

    Thank you!

    Customer Answer

    Date: 02/15/2024


    Complaint: ********

    I am rejecting this response because: per their statement, " While we understand their frustration, it is completely out of our control and required them to comply with requests, which they did not initially do."  There were no requests to comply to, and no communication to me that I was the cause of some delay on their part. I also understand federal Know Your Customer guidelines, however no process is formally outlined in those guidelines, and no process should require holding funds for over 75 days. In fact they may be required to hold said funds in escrow, which certainly did not happen. 


    Sincerely,

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

  • Initial Complaint

    Date:07/26/2023

    Type:Billing Issues
    Status:
    Resolved
    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 have recieved a minimum of 7 notices since 4/2023 regarding a balance, which I have sent 5 times now proof of payment for. I amre Questing proof of my account being paid in full, as well as proof that my credit report will not be affected by the repetitive billing against me when I have clearly shown proof of payment on my account.

    Customer Answer

    Date: 08/12/2023

    Business has contacted me and sent me a statement showing a zero balance.

  • Initial Complaint

    Date:03/06/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    They are sending bills for services that were already paid or never performed for urgent care services.

Inbox Health is NOT a BBB Accredited Business.

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