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:01/08/2025

  Type:Billing 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.

  Invoices sent to corporation with no explanation of services. Corporation has been contacted in writing to cancel the service and no response to new management.*requested detailed explanation and evidence of services provided. *clear breakdown of any billing or charges issued to date. *scamming is a term used for Berkshire Receptions for fraudulent charges.The lack of response and clarity has caused unnecessary frustration and concern. It has distracted limited staff and resources to aiding patients in healthcare.These issues began in September 2024 when previous management resigned from the company. The physician ***************** does not use this service and we have been questioning Berkshire Receptions by email to explain what they provide and how they provide this service for our physician practices. No clear answers have been issued.

  Business Response

  Date: 02/26/2025

  Hi T*******,
  
  Thank you for your email, and I sincerely apologize for the delayed response. I want to acknowledge the frustration and disappointment you have experienced, and I truly regret that we were unable to meet your expectations. ********************************* was a valued client of Berkshire Receptionists and previously Berkshire Communicators for over a decade, and it is incredibly disheartening to see our partnership come to an end. I will work directly with our billing team to review your account closely and ensure we remove any invoices generated in January and February of 2025. I will also confirm that your December correspondence will be honored as your official notice of cancellation.
  
  I wanted to provide some additional context that may not have been fully captured in prior discussions. Berkshire Communicators joined the Berkshire Receptionists family in May 2022, and key team members like T***** V*****, S*****, and T**** brought years of experience supporting clients like Allergy and Immunology. In 2023, we were informed by our vendor that the legacy platform powering our operations would reach end-of-life sometime in 2024. To ensure service continuity and improve compliance and security, we made the necessary decision to migrate all client accounts to a modern, HIPAA-compliant cloud platform. This transition was designed to enhance functionality, introduce secure messaging capabilities (including integrations with T********* and over ***** other business applications), and provide a more reliable and secure infrastructure to support our clients.
  
  T***** V******, who had been with the company for over 20 years, played a pivotal role in managing client accounts and leading direct communications throughout the migration process. She worked closely with clients to provide details on service updates, secure portal access, and protocol adjustments. We shared via email a PDF notice similar to what she would send to clients, typically included as an attachment in an email that outlined specific account details. However, with T**** retirement in early December 2024, we no longer have access to her direct correspondence with clients that did not include other Berkshire Receptionists team members. That being said, we want to reassure you that our secure client portal was implemented to provide our client's with 24/7 access to all messages taken on their account(s).
  
  We fully recognize that this transition, combined with leadership changes within our customer experience team, may not have been as seamless as we had intended. We sincerely regret any challenges or delays this caused your practice. Please know that we take these concerns seriously and deeply appreciate your candid feedback.
  
  
  While we respect your decision, I also want to extend a no-cost, no-commitment opportunity to conduct a full review of your accountincluding an assessment of optimized notification protocols and new features intended to improve our client's experience. Our goal remains earning back your trust and ensuring that any service gaps are fully addressed. Additionally, we would be happy to offer financial concessions as part of our commitment to addressing your concerns, should you be open to reconsidering your decision.
  
  Regardless of the outcome, I want to express my sincere appreciation for the partnership we have shared since 2014. We regret this outcome but remain grateful for the opportunity to have supported your practice over the years.
  
  If there is anything further we can do to assist during this transition, please do not hesitate to reach out.