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:05/03/2023

  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.

  I contracted with Sara Laine Billing LLC to provide billing services to my small private practice in ****** **. The contract indicated that the following would be provided Billing, Appeals, Secondary, and Follow up. In which, I terminated our contract in February. 2023 due to the contract not being followed. This billing service did not submit secondary claims or post payments when claims were paid. Additionally, the contract indicated that her invoices were to include the following "an invoice
  number, the dates covered by the invoice, and a summary of the work performed. Contractor shall
  be paid within 15 days of receiving invoice. Contractor after 1 year has the option of negotiation
  of raising rate". I had asked for more detailed invoices which were not provided. I paid for services regardless and would like a refund due to many of the services not being provided or not being documented clearly. I am concerned that **** is conducting fraudulent services as she is recording $30 per hour with no detail on what services were provided as well as noticeably not providing these services. This has cost me additional expenses to fix all of the errors and have impacted my patients receiving accurate bills. Additionally, I am now having to resubmit claims to insurance due to her negligence.

  Business Response

  Date: 05/04/2023

  ******* came to me after I had done her billing training because the previous billing company hadn't done what she had requested. We started on 12-9-22 for her and cleaned up all of the claims that the previous billing company didn't finish.
  We communicated with her every day on the issues she had and those she wanted us to look into.
  We received numerous payments for her that the previous billing company had billed out or followed up on those that hadn't been paid. All along the way she would compliment us that we were doing a good job. She even wanted us to start doing some credentialing for her.
  I have put an example of the clearing house showing a timestamp of when the claims are brought over and when they are sent out. All of the claims will line up to the timecard that my biller had worked for her. She called on potential clients benefits and eligibility, claim denials and claim status. Calling insurance companies takes time you're on hold for numerous minutes and up to hours. We have sent her invoices showing the work that we have done for her and I have put up an example of that.
  I do charge $30 an hour but when sending out the claims it doesn't take an hour more likely 15 minutes which is shown on the invoices. Billing consists of sending the claims over to the clearinghouse, fixing errors in the claims and then when claims are paid downloading them and bringing them back over to the EMR. If the claims didn't come over to the EMR and they were paper, we would have to manually put those claims in.
  ******* had signed a contract and was told that if she wanted to get out of the contract that I would require a 30-day notice. She did give a notice on 2-10-23 and said that we would stop on 3-1-23 which isn't a 30-day notice. I could have charged a fee up to the 30 days, but I didn't. All invoices go out around the 10th of each month and yes, it is asked to have a payment within 15 days, but it's not held if it's not in by then.
  
  
  **** *****
  

  
  

  Business Response

  Date: 05/12/2023

  We were always right on top of everything that ******* asked for. We spent hours working on her claims and fixing the problems from the previous billing company.  Both myself and ***** would respond to her requests and find her the answers she needed.

  Myself and ***** talked daily about ********* account and what we could do to get answers and when we needed clarification we would email ******* with questions.

  I am hoping also that she has done a complaint of the previous billing company since they hadn't did the work she wanted done and we as a company had gotten those claims paid for her.

  I am sorry that she is questioning my business and the things that we had done for her, but we did all that was expected of us.

   

   

  Customer Answer

  Date: 05/16/2023

  [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 do not have the time to go back and forth on this BBB complaint. I have provided the details of the contract not being followed and have had to pay extra to have my account fixed. I still would like a refund however, will accept not getting one at this point. I will not be recommending this company going forward to any OT business. It is clear that my previous response was not read in full, and instead the business owner is putting blame on a previous company instead of acknowledging there own mistakes. I no longer wish to receive contact from **** *****- reference to complaint ID ********.   

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* ****