Complaints

This profile includes complaints for Physician Practice Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Physician Practice Specialists

  4600 Touchton Rd E Bldg 100 Ste 150 Jacksonville, FL 32246-8299

• 

  Physician Practice Specialists

  PO Box 350096 Jacksonville, FL 32235

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:08/01/2024

  Type:Sales and Advertising 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.

  Per my contract, signed on 7/26/23, PPS was committed to prepare credentialing applications for up to ten insurance companies on behalf of my company and I was to pay $3060.
  I finished uploading all of the information needed from my company into the online collaboration folder on August 16, 23, after I uploaded the documents, I did not hear from anyone for another month when I emailed the sales rep asking who my account manager (AC) was. My AC then reached out to me to introduce herself. From there, each time I needed an update about the credentialing process I had to reach out to them. I had to be the one to reach out for nearly every update. In early 2024 (either January or February), I emailed my account manager and received and out of office automatic response which included the name of ******* ********** who met my complaints with no empathy and deflected the problems to the insurance companies, taking no responsibility for the lack of communication. When I requested a new account manager, she informed me the account manager I was working with was no longer with the company, as of 7/31/24, her email still says she is "out of office." After continuing to get no resolution with *******, I was escalated to ******** *****, who also deflected all responsibility to the insurance companies and offered me a $250 credit for future services after I requested a refund, I declined as I will not work with PPS again. Currently there is one outstanding application that was not submitted until 3/6, the last update from the insurance company was they sent an email requesting a ******* which was not received as of 7/23/24, an update which I had to contact the insurance company myself to get. I was assigned a new account manager in June '24 who has responded to my requests for updates passive aggressively and has ignored a direct question, twice. My main complaint is the lack of communication, unprofessional behavior, and delaying credentialing due to errors on the part of PPS.

  Business Response

  Date: 08/02/2024

  We appreciate the opportunity to address Ms. ******** complaint and provide clarity on the matter.
  Ms. ****** entered into a contract with PPS on July 26, 2023. She completed the upload of her documents by August 2023, and she was assigned an Account Manager on August 24, 2023. We began processing her documents and submitted the first of her applications on September 14, 2023. All remaining applications were submitted by the end of September 2023.
  In February 2024, the assigned Account Manager left the company, and another Account Manager took over Ms. ******** account. Ms. ****** expressed her dissatisfaction to the new AM with the results of her applications, noting that she had received three approvals, one denial, and that the remaining applications were still pending. She also mentioned the communication with her former AM were lacking. She was forwarded to the Executive Director. We heard her concerns and offered a $250 credit on her account for her trouble, recognizing the issue she faced with a closed network and her unhappiness. Unfortunately, Ms. ****** declined this offer and indicated that she no longer wished to utilize any additional services after her project was completed.
  Despite this, we continued working diligently on her applications. She was given an added AM in June 2024, and we show she was provided an update on 7/4/24. She asked a question related to ***** ****** ******, and we show the new AM's response where she directly copied the entire notes from the time period  asked about (see attachment). While this may have not be a yes or no answer, the notes provided certainly answered the question and saw no passive aggressive response to anything that was sent. As of today, nine out of ten payers have been processed, with all but one application completed/finished. The last update we received from the final payer was on July 18, 2024, and we are still actively pursuing this last application.
  Credentialing is inherently a complex and time-consuming process, often influenced by external factors beyond our control. We have made significant efforts to fulfill Ms. ******** requests and address her concerns. It is our position that since the majority of the services were completed and the remaining application is still being pursued, a refund is not warranted at this time.
  We believe that Ms. ******** dissatisfaction primarily stems from the inherent delays in the credentialing process, rather than any fault on our part. While communication was monthly, we communicated many times throughout the month that were not considered 'updates', but we are sorry if her communication was not up to her standards. We also voided and rescinded her continued product invoice (compliance education) at her request that she purchased originally.  We remain committed to resolving the final pending application and continuing to support our clients through the credentialing process.

  Customer Answer

  Date: 08/06/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  There were several incorrect statements in their response and completely ignored the fact that they did not submit the pending application until March 6,2024 and the last movement on the application was the insurance company requesting a ******* on April 11,2024 which as of 7/23/2024 was not received. This information was given to me on 7/23/2024 from Sharese C. at Aetna (Case reference *********, Call reference number #PDXGR34357975.) The document I uploaded was the email chain in its entirety, you can see on 7/18 I asked for an update and Sandy responded with "Yes, but I sent you the credentialing update in July. They normally do a monthly update. But it's okay I want you to be satisfied so I will make it happen." which I found to be passive aggressive that it is "okay" that I want an update on the status of my business and how I make a living. Also, this was the first time anyone mentioned that I would only be given monthly updates; every other update was not provided to me until after I initiated contact.  I also asked for that update on 7/18, it was not provided until 7/24 when I reached out to ask what was received in between 6/4 and 6/24 that caused the 6/24 automated update from ****** It was only then that I received the update from 7/18 and no mention of my direct question, I then repeated the question (as you can see in the document) and as of 8/6/2024 I have still not received an answer to my question. I have had to turn away clients due to not being credentialed with this specific company. I have lost $1865.20 per week for having to turn away clients, so after two weeks I have lost what I have paid for this service that was not completed correctly. THAT is why I am frustrated, not with the credentialing process. If PPS did their job even with the long process I would be fully credentialed with ****** In regard to the credit I was offered, it was for future services, to which I declined because why would I ever put myself or my company through this process again after dealing with so many issues from the beginning. I also never took possession of the compliance training because I had to track down someone who knew what it was and how to access it, when it was finally found out, my initial salesperson asked for my information for the login, and I did not reply to the email, and it slipped through the cracks. So, when I got the email for the renewal, I asked for the invoice to be voided since I never accepted the product. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  
  

  Business Response

  Date: 08/12/2024

  We understand your concerns about the status of the application submissions and would like to address them comprehensively.
  Summary of Application Submissions:
  Below is a  timeline of the application submissions for your review:
  ********: Submitted on 9/28/23 (APN: ***********)
  *******: Submitted online on 9/14/23
  ******: *** *** ** ******* ** 9/14/23
  ************: Online application submitted on 9/14/23
  *****: Online application submitted on 9/14/23 (App ID: ***************
  ***** ****** ******: Added on 9/27/23, and application submitted on 10/5/23
  ****** **: Added on 9/27/23, handled through ************ (submitted on 9/14/23)
  ******* Added on 9/27/23, submitted via email on 10/5/23
  ******* Added on 9/27/23, request to participate emailed on 10/5/23
  **** Online application submitted on 10/4/23
  ********* Detailed Actions and Follow-ups for ***** ****** ******:
  10/5/23: Application completed and submitted.
  11/13/23: Approval notice from VA ******** *** *** *** apps received; sent to ***** ****** ******.
  12/20/23: Follow-up email sent.
  1/10/24: Follow-up email sent.
  2/8/24: Attempted online contact form; received error message. Follow-up for an update.
  3/6/24: Called ***** ****** ******; spoke to ******** *** *******. Confirmed provider in network but not linked; resubmission advised (Case #*********).
  4/2/24: Advised to allow more processing time.
  4/25/24: Email received stating the review was complete; follow-up confirmed application receipt.
  5/29/24: Follow-up email for an update received a generic response.
  6/4/24: Secure email received asking for original Case #; forwarded accordingly.
  6/25/24: Follow-up email received a generic response.
  7/18/24: Follow-up email received a generic response.
  Communication and Documentation:
  Monthly updates regarding policy changes were communicated to all clients as of September 8, 2023.
  Conclusion:
  Our records demonstrate that we have been diligently working on the application submissions and follow-ups throughout the process. Any delays encountered were due to issues with the processing systems or additional information requirements from the payers, which were promptly addressed by our team. We understand the importance of timely processing and sincerely apologize for any inconvenience caused. We are still amenable to having Ms. ****** utilize maintenance services up to the $250 credit previously offered. If there are specific aspects you feel need further clarification or if there’s additional assistance we can provide, please let us know. Thank you for your patience and understanding.

  Customer Answer

  Date: 08/13/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  How is failing to submit a requested document a processing error? I decline the credit as I never intend on ever working with PPS ever again. PPS has consistently deflected responsibility for their errors onto the insurance companies. This has directly affected my income, and my ability to take on new clients. 

  
   

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/15/2024

  First, I want to extend our sincere apologies for any oversight on our part. We understand that mistakes can be frustrating and we're committed to ensuring that your experience with us remains positive.
  While we are only human and sometimes errors occur, we strive to make things right whenever possible. In light of this issue, we have offered a $250 credit as a gesture of goodwill. This credit reflects our effort to address the problem and compensate for the inconvenience caused.
  However, a full refund for the entire project is not feasible due to the scope and investment involved. The work was completed and you can see by the last response we did not stop working on your project even if we were not given the same information from the payer, as you discovered recently with your call with them. We believe we have showed that we continued to work on the project and reach out with communications. We believe the $250 credit is a fair and reasonable adjustment given this information.
  We value your business and hope to continue working with you to achieve the best results. If you have any further concerns or if there’s anything else we can assist with, please let us know.

• Initial Complaint

  Date:06/03/2024

  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.

  We hired PPS Spring 2023 to assist with credentialing with payors and continued maintenance. They made several errors which has resulted in financial loss and hours of my time to correct it.
  
  (1) They set up ***** ****** Primary Care with the wrong office phone
  number. It was brought to their attention in October and they never
  contacted the payors to correct it. They also never updated it on ****
  for both of us. They did acknowledge the error they made. Many of our
  old patients were looking for us and could never reach us because of
  this error. Loss of $ for us.
  (2) I had over 50 patients with ****** ********** that wanted to see
  me during July and August 2023. I had signed a contract with ***** in June.
  I kept asking ******* for an update and was told to wait. I got pissed at the end of Aug & called *** to find that I was credentialed with them from July 7, 2023!!! When
  I confronted ******** she acted surprised that I found out anything. I
  did lose several of these patients to my competitor. Loss of $ for us.
  (3) They left malpractice certificates for both doctors from our former employers thereby misrepresenting us to the insurance payors
  (4) Both of us were shown to be practicing at my personal home address
  and our former employer resulting in lost patients
  (5) I worked at ****** in 2013. It was shown on **** that I was still
  on staff at ******. As of June 2024, *** severed ties with ******. Since PPS never updated my on staff hospital to
  Ascension, I almost lost my credentialing overnight. I asked **** to
  correct it and she hadn't. Please refer to her email about how she couldn't Attest on **** so she literally gave up.
  (6) NPPES is the website to update our contact info associated with
  our NPI. Dr **** ****** was never updated which means no
  pharmacies/hospitals/consultants have been notified of her new office
  details until almost 6 months later!
  (7) We never took Medicaid but ******* left on ****** **** ****** profile that we
  do take it.

  Business Response

  Date: 06/12/2024

  PPS sent an invoice to ***** ****** on April 12, 2023, and it appears this was finalized on April 19, 2023. On June 15, 2023, ******** ***** communicated with Dr. ******** regarding additional services, including an Employee Handbook. This handbook was sent to Dr. ******** on June 16, 2023. He spoke with ******* on June 19, 2023 regarding adding Dr. **** **** to the project. ******** offered a discount for the new provider, and the credentialing uploading process began for this provider.

  It appears the last piece of data to be uploaded to the Box secure website was a COI for Dr. ******** in June 2023. Most of Dr. **** ****** information was uploaded by the PPS Account Manager herself in July 2023, with the final document being added in November 2023, which was also a COI.

  The data provided to PPS was what was input into the applications. It was noted by Dr. ******** that BC was listed incorrectly, and ******** the original account manager, said she would correct this one as a complementary gesture, since it was what was provided to us. ******* also notified the doctor that if the practice wanted all of them changed it would be an additional fee since this was not the fault of the company.

  We send out either bi-weekly or monthly updates to all clients, and this information should be included on any update that was received. It usually takes anywhere from 30-60 days after a contract is signed to obtain the effective date and begin seeing patients. It is always the choice of the provider to determine whether or not to see these patients prior to receiving the effective date. We do discourage this, but it is entirely their choice. With regards to canceling and uncoupling malpractice for former employers, our company was not hired to disconnect former employers' information and insurance. We were hired to credential the new company with new information. That is what we have done. We ask for information and process the information given to us. While we update the information within ****, it is not our practice to validate that information from former employers or whether or not you are still active with them or the policy unless we are charged with that responsibility.

  Regarding the disconnecting from the former employer, please see the previous paragraph saying we were not hired to do this. We can do this, but it is an additional charge.

  Again, we work with the information we are given, and if there is not a specific address on file for the office, we utilize what the provider has given to us. These are all listed in each contract that is sent to the provider to review and sign. If this information was incorrect, we should have been notified. If it is the fault of the company, we would correct it. If it is due to the negligence of the provider, we would then charge to make those changes.

  We cannot attest **** or update NPPES without your user name and password. If the information on file is not allowing us to access your information, then we cannot move forward.

  I have worked with **** for quite some time, and I have never known of her to 'give up' on anything. If anything, she is dogmatic in her attitude to get it done and have it done correctly and as quickly as possible.

  Dr. **** ****** information on her 'profile' is a bit obtuse. I'm not sure if this is her **** or another profile, but I'm assuming it is ****. If that is the case, and she previously saw Medicaid, again, it is not our intention to change what she could be doing with another employer, as we are unaware of her employment status outside of the work we were paid to do for your practice.

  While I sympathize with this provider to the arduous project and time frame, as well as the monetary obligations to start a practice, I do not feel as though the points listed warrant a refund of any kind in that PPS was hired to perform a task, and that task was performed. PPS has no control over the time limit that the insurance companies take to process the credentialing information, which actually seems to be the only true issue I see here. We provided timely submission of applications and follow-up for the practice, and the processing of those were not delayed on the side of PPS. 

  In summary, PPS acknowledges the challenges faced during the credentialing process but maintains that PPS fulfilled the obligations according to the terms of the agreement with ***** ******. PPS highlights the importance of accurate information and the limitations of PPS's responsibilities in managing the credentialing process.

• Initial Complaint

  Date:02/01/2024

  Type:Product 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 paid $**** to be contracted with 15 insurance companies and the company only got less than five. They filed the contracts wrong which required additional paper work for correction and delayed business starting.

  Business Response

  Date: 02/15/2024

  Upon review of this individual, I do not find that he reached out to me at all during this process. I usually handle any complaints, and the first time I have heard of this gentleman is with a BBB complaint. I usually at least get a call or email to help rectify any situation that may have arisen in the course of doing business--as a courtesy. However, I have reviewed this project, and see that we were in contact with this practice during the course of the project, and during that time, we supplied a charge master and an office address demographic change, along with processing credentialing paperwork for up to 15 payers. After the first address change, we heard he had another address change which we processed, then nothing more from this individual for several weeks, then he notified us he had a third address change, and finally a fourth, for none of those last three were charged. We processed paperwork for the insurance payers he requested, and our charges are based on the paperwork being completed and filed; not on whether or not the plan is open to new providers. If we were unable to get a contract for a provider, the work was still performed. I understand it is frustrating for closed networks in this arena, and it is even more frustrating to pay for a process in which you have those closed networks, but those closed networks were not the fault of PPS, just as it was not the fault of this provider. We have not discussed next steps with this provider as to possibly filing appeals, re-submitting when the panel is open, etc., because he chose to file a complaint instead of discuss his options with us. For that, we are sorry, but we stand behind the work that was performed for the insurance companies, and in fact, are still processing some of these as this is an active client. 

• Initial Complaint

  Date:10/10/2023

  Type:Product 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.

  This business charged me $2,375.00 to credential me with multiple insurance companies for my practice. The company did poor work, could not assist with general questions I had, and agreed that there were issues in the work I received based on my specific needs. I got in contact with *********************************** who agreed to speak with the team about a refund in June 2023, I have not heard back from her despite checking in. I paid for ten insurance contracts and received two - and the two I did receive was not helpful to my practice. I would appreciate a refund so I can pay for this work to be done correctly.

• Initial Complaint

  Date:03/21/2023

  Type:Product 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.

  In December of 2021 ***** ** **** ******* * ********** **** contracted with this company to get our ******** ********** **** ***** ************ credentialed with ******** and several insurance companies.
  
  Fifteen months have passed, and our ** is now credentialed only with ********. Every time we ask for an update, we either get no response or several weeks after our request, we are told that our account manager has changed. We have had 3 different account managers, and the changes were not communicated to us.
  
  Worse than having poor and unhelpful communication, they are not producing what we have paid them to do. In December 2021 we paid this company $3,450, and we still have very little to show for it.
  
  I am requesting a full refund of our payments.

  Customer Answer

  Date: 03/21/2023

  The last time we were in touch with Physician Practice Specialists was 11/22/22.  Please let me know if you have any more questions.  I appreciate you looking into this.

  ******* ****

• Initial Complaint

  Date:02/16/2023

  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.

  The original contract between Physicians Practice Specialists and ********* Transitions was signed and accepted on March 21, 2022 for credentialing and contracting the following insurance companies:
  
  1. Regence BC/BS or Oregon (completed)
  2. ***** (completed)
  3. PacificSource (not completed, unknown status)
  4. United Health (not started, PPS update spreadsheet indicates this payer replaced Optum on 5/5/22)
  5. **** (not started per ****)
  6. Medicaid (completed)
  7. Medicare (not started)
  
  The total price paid for the credentialing and contracting services of PPS was $3000 with an estimated time frame of 60-120 days. We have now exceeded 311 days and the amount of work on our part to maintain progress and correct the mistakes of PPS should in my opinion, nullify any agreement for services promised, as the promised services were not rendered.
  
  Some pertinent details:
  
  1. 136 emails concerning the service promised.
  2. Credentialing team at PPS was completely replaced due to incompetence on August 31, 2022 (email attached as a document).
  3. Email 0n 10/28/22 requesting a more detailed update was not addressed or acknowledged. A reminder was sent on November 4th and was not answered or acknowledged (email attached as a document).
  4. In May 2022 credentialling began for ****, updates were given by PPS over the next 4 months that our application was “in process”, and at the end of August 2022 we were notified by PPS that **** was closed to new providers. We called **** at that time and were told that “PPS dropped the ball” and we begged them to re-open the file and consider our application, which they did. We notified PPS and (unfortunately) re-tasked the new PPS team to complete credentialling with ****, only to find out in January 2023 that they dropped the ball again.
  
  ********* Transitions is now paying another credentialing and contracting service to complete the job PPS failed to perform, at our expense. Supporting emails and documents are attached.

  Business Response

  Date: 04/17/2023

  I have attached the update for your records as well.  We were contracted by ********* to provide credentialing and contracting services for their practice and ***** ****** (contract and paid invoice attached).  This was for the practice and one provider.  When signing up this client, we were never informed that ***** ****** was NOT fully licensed to provide unsupervised care.  As you can see by the attached email, ***** did eventually tell us that he was basically an intern and couldn't treat patients independently.  Upon learning this, we were requested to credential ******* ***** instead of him.  Again, we were never told this when signing he signed up for services as we would have sent him elsewhere.  We did end up proceeding with attempting to credential ******* ***** and were successful in some cases such as ***** & Uprise (see attached Aetna.pdf approval and Uprise approval for ******* *****). However, the approval of ******* ***** did not help ***** see patients and is ultimately not what he wanted.  He essentially wanted to skirt the licensing requirements and have us credential him to practice independently which was not something we felt comfortable fighting for nor was it part of our agreement.  The whole situation with him seemed fraudulent and that he was intentionally hiding/misleading us.  We never had direct contact with ******* after repeated effort on our part which is very odd to say the least.  

   

  Emails/documentation attached for the below

   

  PPS contract

  Notes from Account Manager

  **** initially declined to work with ***** (see attached email from ****)

  ***** closed as they would not issue a contract to ***** due to his licensing issue.  ******* ***** approved

  Optum- the licensing issue for ***** caused issues here too.  They gave him two options, wait until ***** is fully licensed or submit claims under ******* which would require a supervisor contract for ******* to sign.  This was all outlined in the update from 11/11.  ***** did not proceed with the supervisor contract to our knowledge.

  Uprise - ******* ***** approved

   

  We went above and beyond for this particular client but because what he wanted wasn't legal and certainly wasn't what he signed up for, he remains dissatisfied. In accordance with our agreement, we are in no way obligated to provide any type of refund.  However, considering that I take part of the blame for ever proceeding with this project in the first place, I would be willing to provide a courtesy refund in the amount of $1250 (half of initial contract) provided if and only if, we never have to hear from him again AND he removes his negative review on Google.  If he does not want to do this, I will publicly respond to his complaint, have my entire team post their own reviews online and ask all payers to do an audit of his practice to ensure he is meeting all standards of care and that his documentation supports what he is doing.  We do not like having our name associated in any way with a business like this and I hate that we ever agreed to work with him.  Had we known the truth at the outset, it never would have happened.  

   

   

  Sincerely,

   

  ..

  
  

• Initial Complaint

  Date:12/16/2022

  Type:Product 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.

  On 6/9/22 I paid (PPS) Physician Practice Specialists $11,900 to credential me as an ** in *****, and **. The credentialing was unable to move forward due to my *** name change (my maiden name was **** ***** and my married name is **** ***********) after 6 months of contacting the ******* I am no-where the *** is backed up since 2020, the only way to reach them is **** (they have no fax number, no phone number, no in-person option) - I went in-person to the *** ***** ********** ****** in ********* and they cannot help with *** only back taxes, I contacted 3 tax lawyers and no one wants to take the *** to court for a name change. I let PPS know on Friday 12/9/22 that I gave a 30 day notice on my office rental space and no longer am interested in pursuing a private practice. Personally, I am ** ***** ******** at *** ** and I was hospitalized on 11/10/22 and 11/11/22 for ******** ***** so medically I cannot start a private practice at this time. I let them know that I paid $11,900 on 6/9/22 and no credentialing has been accomplished due to the ***. I have not heard how my $11,900 will be refunded. I reached out to *** ***** and **** **** via email and I sent a hard copy paper request in writing to the ************ address.

  Business Response

  Date: 02/24/2023

  We offered $5500 and will raise this to a total of 60% refund as a one time courtesy.  Again, contractually this is a courtesy as she is not owed a**thing.  It would be different if she would have terminated 30 days after signing. I will forward you our most recent correspondence where we sent her all the work that was done on her behalf.  She claims nothing was done but that is not true.  

   

  Here is an account of what was done.  We sent this to her and she basically insulted us saying that this was worth about $150.  We paid sales staff bonus for the sale, held her spot for over 4 months (thus limi***g our ability to take more work on), had to pay our staff for the work done and have software costs for crea***g her profile.  

  Good afternoon, 
  

   

  From July 13th to August the 8th I spent a lot of time on her account. I noticed a *** issue on July 28th. I emailed the provider and let her know this would need to be corrected before we could submit the application since she had her *** listed as her *** ** for the group. We were in correspondence several times in regards to this. She said she had to have this fixed *** as a tax advocate.

  I would check in from time to time with her but she was still having issues trying to get this corrected. I am sorry to see her go since she is such a lovely person to work with. Let me know if you need me to send my emails to you. There are quite a few. I hope this helps some. Please let me know if there is a**thing else you need from me. 

   

   

  Payers **:

  15 payers were assigned. ******* *** ******* were submitted. 

  *** was closed/**** was not here in US. Emailed and let her know

  *****************: Could not apply since *** ** issue

  *******: individual was submitted was wai***g on group

  The rest were left in limbo since I had started on the ** application 1st and this was when I discovered the *** ** issue. 

  ***: Sent interest form they noted they did not do ** providers at this time 

   

  Payers **:

  13 payers were assigned 

  ********: ***** portal was made for provider

  *****: Submitted interest form( Does not do that market was the response)

  *******: individual submitted for the provider only was wai***g on group 

  ****** emailed for an application 

  ******** **: Called and emailed and they noted that they did not accept this type of provider/ Must have group

  *******: Called she had to have ******** first

  ***: Interest form was submitted 

  ******** ********: Did an app but did not send since the group tax was incorrect

  ***: Sent interest form they noted they did not do ** providers at this time 

   

  Payers **:

  11 Payers were assigned 

  *******: Individual application submitted was wai***g on group

  ** ********: Created account to apply 

  The ** apps were on hold do to *** **

  ***: Sent interest form they noted they did not do ** providers at this time 

  Business Response

  Date: 02/24/2023

  We offered $5500 and will raise this to a total of 60% refund as a one time courtesy.  Again, contractually this is a courtesy as she is not owed anything.  It would be different if she would have terminated 30 days after signing. I will forward you our most recent correspondence where we sent her all the work that was done on her behalf.  She claims nothing was done but that is not true.  

  Here is an account of what was done.  We sent this to her and she basically insulted us saying that this was worth about $150.  We paid sales staff bonus for the sale, held her spot for over 4 months (thus limi***g our ability to take more work on), had to pay our staff for the work done and have software costs for crea***g her profile.  

   

  From July 13th to August the 8th I spent a lot of time on her account. I noticed a *** issue on July 28th. I emailed the provider and let her know this would need to be corrected before we could submit the application since she had her *** listed as her *** ** for the group. We were in correspondence several times in regards to this. She said she had to have this fixed *** as a tax advocate.

  I would check in from time to time with her but she was still having issues trying to get this corrected. I am sorry to see her go since she is such a lovely person to work with. Let me know if you need me to send my emails to you. There are quite a few. I hope this helps some. Please let me know if there is anything else you need from me. 

   

   

  Payers ***

  15 payers were assigned. ******* *** ******* were submitted. 

  *** was closed/**** was not here in US. Emailed and let her know

  *****************: Could not apply since *** ** issue

  *******: individual was submitted was wai***g on group

  The rest were left in limbo since I had started on the ** application 1st and this was when I discovered the *** ** issue. 

  ***: Sent interest form they noted they did not do ** providers at this time 

   

  Payers ***

  13 payers were assigned 

  ********: ***** portal was made for provider

  *****: Submitted interest form( Does not do that market was the response)

  *******: individual submitted for the provider only was wai***g on group 

  ****** emailed for an application 

  ******** *** Called and emailed and they noted that they did not accept this type of provider/ Must have group

  ******** Called she had to have ******** first

  ***: Interest form was submitted 

  ******** ********: Did an app but did not send since the group tax was incorrect

  ***: Sent interest form they noted they did not do ** providers at this time 

   

  Payers ***

  11 Payers were assigned 

  *******: Individual application submitted was wai***g on group

  ** ********: Created account to apply 

  The ** apps were on hold do to *** **

  ***: Sent interest form they noted they did not do ** providers at this time 

  Customer Answer

  Date: 02/24/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: A total of 130 minutes were given to helping me get credentialed but ultimately I could not get credentialed because the *** is processing claims from 2020 and the tax assistance specialist is no longer accepting new cases to help me with my *** name change - I contacted 3 tax lawyers all of which refused to take the *** to court to petition for a name change. I no longer am interested in pursuing a private practice - I was hospitalized in November 2022 and was in a **** **** ********* **** ******* *************. A lot of the action that's on the list was "waiting for ***" which was the ultimate problem. I would like my refund back - I paid $12,000 and for PPS to say "we don't owe her anything" is unethical.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:10/19/2022

  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 hired PPS as a credentialing agency. I am a nurse practitioner and PPS was to credential me with 10 insurance agencies in Pennsylvania. I worked with them for approximately 10 months now. There were numerous times that I contacted management because my assigned rep was not returning correspondences for weeks at a time. After I was told that I was contracted with a few insurances (took far longer than it should have), I finally started to see some patients with those insurances. I have come to find out that I am not credentialed with those insurances and was lied to. I am now more than $2,000 in debt because I will not get refunded from the insurances. In addition, I paid PPS $2,500 for their services, which were not provided. I wish to be reimbursed minimally the $2,500 for services that were not provided and would hope that another $2,000 would be given for my time being wasted. I have tried calling PPS multiple times over the past 2 months to settle this professionally, but I have never received a phone call back. I have also sent emails and have not received an email back.

  Business Response

  Date: 11/02/2022

  This particular client was a problem from the beginning and we completed nearly everything she contracted us to do.  Refunds are at our sole discretion per our contract.  In addition to her being extremely difficult to work with, she was also wanting us to assist her in opening a business that was not in compliance with state and federal laws regarding supervision.  She wanted to have registered nurses go to patients homes and administer Botox for cosmetic purposes which is not within the RNs scope of practice without DIRECT supervision.  I am open to refunding her 75% of the money she paid if she removes her negative (unfounded) google review and ceases any further slander.  Failure to do so will force me to involve my legal counsel and consult with her state’s nursing board to look into her practice.  

  Customer Answer

  Date: 11/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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