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:07/23/2024

  Type:Product 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 a complaint against GreenpointMed because they let my ******** enrollment expire and I have lost revenue in the approximate amount of $1770 (because 21 claims are not going to be paid). I could not figure out what was happening with my ******** payments so I started investigating what the problem was. After speaking to a ******** representative on the phone on May 5, 2024, I now believe that GPM failed to re-enroll River Rose Counseling even though numerous letters had been sent to GPM. ******** began sending letters notifying GPM of the need to re-enroll River Rose starting in January 2024. From 2/24 to 4/8, River Rose was not enrolled in ******** and has lost approximately $1770 due to unpaid claims. In addition, I have an outstanding bill ******** 7060) with GPM in the amount of $645.83 that I am unable to pay due to the negligence shown my account. While this may not be much money to GPM, I am a single owner small business in private practice and that is 2 pay periods of salary for me!I don't believe I was enrolled correctly with ******** in the first place . From my understanding, when GreenpointMed first enrolled me during COVID, it was under the emergency order issued by the government at that time. However, I have discovered that emergency/temporary enrollments were not required for the pandemic. At some point, that emergency order was lifted and companies were advised to re-enroll with ********. My understanding is that ******** sent letters to the ***************** in ********** in January 2024, February 2024, and March 2024 indicating that my practice had to be reenrolled. There was no follow up and my enrollment expired. I have been in contact with *************************, the business owner to try and resolve the issue. I do not believe he is being honest about what happened with my account because of the information my new ****** has provided after multiple calls and emails to ******** representative.

  Business Response

  Date: 08/02/2024

  ********* was a long time client of GreenpointMed, so when her issue was first brought to our attention, we spent a significant amount of time researching the details. After a 90 minute phone call with the ******** contractor for *********'s state, the information that was provided to ********* by a former employee of GreenpointMed that is written in the complaint was proven to be inaccurate.

  In fact, ******** incorrectly deactivated *********'s participation status. ******** also confirmed that no letters were ever mailed to the GreenpointMed office in the timeframe indicated in the complaint. Rather, a single letter was mailed in June, 2023, to notify ******** providers who had enrolled during COVID that an update was needed to their profile. That letter was mailed directly to the provider, and not to any 3rd parties. All of the notes from the phone call with ********, in which two supervisors from ******** participated, were provided to ********* along with reference numbers that could validate this information when calling the ******** contractor directly. 

  Additionally, we offered to help ********* resolve this issue based on the guidance provided by ********, at no additional cost. ********* refused our help and sought assistance elsewhere. We wish her the best of luck in getting her ******** situation straightened out. 

  Business Response

  Date: 08/02/2024

  Attached are the notes provided to *********, as referenced in my response to her complaint. 

  Customer Answer

  Date: 08/02/2024

  I am attaching my response to *************************. I am satisfied that they are waiving the invoice, however, I do not wish to withdraw my complaint until this matter (21 unpaid claims) is resolved with *********

  Business Response

  Date: 08/23/2024

  Unfortunately this client is holding their complaint for an issue that did not originate with us nor did we create. The client has been shown proof in the form of contemporaneous notes that the issue in question, her ******** enrollment lapsing, was not due to the reasons she was given (that ******** mailed three physical letters to our company). In addition to providing the client with the correct reason as to why her ******** enrollment was deactivated, we also offered to resolve this for her at no additional charge. This offer was not accepted, but the steps towards resolving the issue were still given to the client. It is disappointing that this complaint remains active considering this issue was not as the result of anything we did or did not do, and we have operated entirely in good faith since the client first brought the issue to our attention in April, 2024. 

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I do not agree fully with their response, I will accept it. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/04/2024

  Type:Order 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 spoke with ************************* in September 2023 regarding medical credentialing for my business. I paid fees upfront for credentialing for ********************** October 25, 2023. It is now July 2024 and my credentialing process is not complete. When I've reached out to Greenpointmed (now Simitree) regarding the status of credentialing my calls and emails went unanswered. When I did get a response I was asked for the same paperwork or tasks I had completed months prior. An application submitted to ******** by Greenpointmed was denied. All the while Greenpointmed was telling me it was processing. Additionally, there multiple other issues that require me to contact individual insurance panels to correct as mutliple claims have been denied when filed. I have emails to support my claims. My experience with Greenpointmed is that no one what knows or cares was is going on with my credentialing process. I feel scammed by this company. I have asked in an email that my money be refunded. I don't recommend this company for credentialing. I find ************************* to be non- responsive to my issues. I have copied him on emails with no response.

  Business Response

  Date: 08/02/2024

  We regret that this client experienced issues working with us. Over the past several months, the ****************** at GreenpointMed has been transitioning to a different team which is the overarching *************** for ************************************* Communication is the key to our success, and we hope that clients see a vast improvement in the way we manage credentialing projects, including by providing regular updates and progress on remaining items.  Timeliness and tracking are being improved as well, with new protocols and systems to monitor ongoing cases.  This should all lead to a visible improvement and greater accountability in our task management.  We can send monthly reports showing the status of open applications and any updates throughout the prior month which will give more visibility to our clients throughout the life of an application.
  
  There are 2 applications open at insurers which need finalizing and have caused concern with the request for additional information and signatures.  Both these applications have been resubmitted and will be processing at the payers over the coming days/weeks.  In the meantime, due to the delays and inconvenience, we issued a refund for these 2 applications as a gesture of goodwill, totaling $350.00.

  We wish the client success and apologize for the issues she experienced with working for us. 

  Customer Answer

  Date: 08/02/2024

  I received communication from Greenpoint with a refund of $350.  However,  applications  submitted were incorrect & I have paid $750 to have applications resubmitted.  

  Business Response

  Date: 08/27/2024

  An additional refund was made to the client.