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:02/19/2025

  Type:Service or Repair 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 received a bill from Ipsum Diagnostics in the amount of $354.97 for services received at ***************** via Dr. ***** ******. I have been trying to pay this bill for several months but am unable to access any type of bill payment portal or get in touch with anyone at this business. When I scan the ** code or visit the *** provided on my bill it goes to an invalid page. I have sent 5 emails to the billing department that have all gone unanswered; when I call the number listed for the billing department *************) on my bill, it goes to a completely different company that does not handle Ipsum bills. I have also called their direct line *************) and have not received an answer or call back.

  Business Response

  Date: 03/17/2025

  Dear Ms. ******
  We sincerely appreciate your efforts to pay your bill in a timely manner and apologize for your inconvience and distress. We take your concerns seriously and are working to resolve the issue. Ipsum changed its email extention which may explain why you could not reach our billing department. Additionally,Ipsum changed its billing system; however, because of a third-party error, the portal and QR Code on the statement is incorrect. We are working to resolve these issues. A member of our team will reach out to you to resolve your invoice. 
  Sincerely,
  Ipsum Diagnostics

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22955604
  
  I am rejecting this response because of their continued failure to directly address the issue and their misleading business practices. While they have issued a general apology, they have not provided a valid means of payment, failed to engage in direct communication, and have engaged in deceptive business practices that have prevented me from resolving this matter.

  
  Since December 2024, I have made multiple good-faith efforts to settle this bill, but Ipsum Diagnostics own billing errors and negligence have made this impossible. Specifically:
  

  Failure to Provide a Functional Payment Method Ipsum included an incorrect or nonfunctional payment link on multiple hard copy bills, directly preventing payment.
  

  Incorrect Contact Information The phone number listed on the bill Ipsum sent me connected to an unrelated business, and two of the three email addresses listed on their website resulted in bounced emails.
  

  Failure to Respond Despite multiple emails, phone calls, and a formal complaint letter sent on 2/24/25 requesting a response by 2/28/25, Ipsum has failed to provide any meaningful communication.
  

  Regulatory Complaints Filed Due to Ipsums inaction and misleading practices, I filed a consumer complaint with the ************************* Office on 3/3/25 under Georgias Fair Business Practices Act (O.C.G.A. 10-1-390 et seq.) regarding deceptive business practices.
  

  Risk of Unjust Debt Collection If this bill is left unpaid due to Ipsums failures, I am at risk of being unfairly sent to collections. This would constitute an unjust financial penalty for a debt I was not given a fair opportunity to pay.
  

  Requested Resolution
  Given that Ipsum Diagnostics own errors have made it impossible for me to resolve this matter, I am requesting the following:
  

  1. Immediate dismissal of this charge in full. Since Ipsums misleading billing practices prevented me from making payment, it would be unfair and unlawful to pursue collections or further financial penalties against me.
  2. Written confirmation that this account has been closed with no further financial obligation on my part.
  3. A corrective plan from Ipsum to ensure future consumers are not subjected to similar deceptive billing issues.

  
  Until Ipsum fully resolves these issues, their response remains inadequate and does not remedy the harm caused by their business practices. If this matter is not resolved appropriately, I am prepared to escalate my complaint to the ************************************ (****) and explore other legal avenues.

  
  I request that my complaint remain open, and I encourage BBB to escalate this matter given Ipsums pattern of negligence and non-responsiveness.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/26/2025

  We have talked to the patient directly and resolved the issue. She will not be charged for the service. We will also send a letter to her confirming what was discussed over the phone 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22955604
  
  I will accept this response once written/letter acknowledgement of no payment required is received. 

  
  Sincerely,
  
  ******* *****