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:06/10/2024

  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.

  On 6/3/24, I made a request to have my medical records from Joint Implant Surgeons in ***************, ** sent to a new physician. I was told by **** at Joint Implant Surgeons that the request would be completed by contacting Chart Request via email. I subsequently made the request via email. At no time was I ever informed by Joint Implant Surgeons nor by Chart Request personnel that there would be a charge for this service. Within 24 hours, I received an invoice for $35 via email. At the bottom of the communication was a button to click Cancel Request. After clicking on this button, I was informed that once a request has been made there is no possible way to cancel and that I would have to pay the $35. I responded by indicating that I was never informed that there would be a charge for this service and I refused to pay. Today, 6/6/24, I received a threatening email message stating that if I did not pay the $35 charge I would be turned over to collections. I currently have a credit rating of 800+ so obviously I take care of my financial responsibility. I made two attempts immediately to cancel this request to no avail. I feel this is a scam to make money off of unsuspecting patients by never informing them up front that there is a charge for this service and then, subsequently, not allowing anyone to cancel this service. I want this charge removed and I want proof in writing that this has been done and will not be turned over to any collection agency. I would also like Chart Request to be required to inform the public of the charge for their services in advance and to allow the opportunity to cancel a request without any repercussions.

  Business Response

  Date: 06/10/2024

  We are writing in response to the complaint filed by ************************* which concerns the fees charged for the request for medical records.
  

  We understand the patient's concerns regarding the fees, and we would like to clarify our actions based on Florida law. According to Florida Statute ********, health care providers are permitted to charge a reasonable,cost-based fee for the reproduction of medical records.
  

  The specific statute states:
  For patients or their legal representatives, health care providers may charge up to $1.00 per page for the first 25 pages and 25 cents per page for each additional page.
  For records requested for the purpose of supporting a claim or appeal under the Social Security Act or any federal or state needs-based benefit program, the charge should not exceed $1.00 per page for the first 25 pages and 25 cents per page thereafter.
  

  Given these guidelines, the charges of $35.00 are in compliance with the statute. This fee covers the costs associated with labor, supplies, and postage, ensuring the efficient and secure handling of sensitive medical information.
  

  We take patient concerns seriously and strive to maintain transparency in our billing practices. In this case, we followed the statutory guidelines to determine the fee, and we believe the charges are reasonable and justified. Due to the nature of this complaint and our willingness to be understanding, we have zeroed out this invoice so that not payment is due for this specific request along with making the medical records available to *************************.Attached is a copy of the updated invoice.
  

  Please let us know if you require any further information or documentation regarding this matter. We are committed to resolving any misunderstandings and ensuring compliance with all applicable laws and regulations.
  

  Thank you for your attention to this matter.

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

  VP of Client Service 

  ChartRequest

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21810710
  
  I am rejecting this response because:
  
  My initial concern of not being informed of the charge prior to billing has not been addressed. Nor was I informed of any Florida ordinance requiring charges for this service prior to being billed for it. Additionally, I was unable to cancel my order with 3 attempts to do so as soon as I saw there was a charge being billed to me. I want this order cancelled as I originally requested via the website and the charge of $35 be removed.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2023

  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 initially filed a request to receive a copy of my medical records per the instructions I received from my doctor's ******* After paying my fees to the retrieval company, I received a "No records" statement. I used the chat function on Chart Request's website to complain that I didn't receive records. After being very confused about where my records were, the lady helping me ran me through their website to file another request. She stated that I made a mistake when making the previous request and there was nothing, she could do about the $45 charge to say I have no records. In the end, I will have to pay $45 and then whatever they come up with this time. I think it would be fair if they dropped the original charge and I pay for the second request where I actually receive what I was paying for in the first place.

  Business Response

  Date: 09/21/2023

  Hello,

  Thank you for the email. I was not able to find a request for medical records for the charge amount specified within this complaint. I was able to locate a request of medical records that was submitted on 9/20/2023 and we processed that request today 9/21/2023.  I have also marked that request as free and is available on Mr. ******** account.  

  In regards the credit card charge of $45, we are currently looking into this and if the charge was made through our POS systems, it will be refunded back to the original form of payment. Sorry for any inconvenience that *** have been caused by this confusion.

  Thanks,

  ***********************
  Vice President of Client Services
  ChartRequest ************************************************* | Schedule A Meeting
  ***************************************************************************** | ************ 
  

  Customer Answer

  Date: 09/21/2023

   
  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.

  I would like for Chart Request to keep the original payment of $45.00, since they provided the second request free of charge.

  I'm providing the invoice from the original request to help in investigating what happened.

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

• Initial Complaint

  Date:06/12/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 April 13th, our office requested medical records from a medical provider in **********. This medical provider outsources the requests to Chart Request in *******, *******. Despite our notice that we are a legal aid office exempt from copying fees in **********, Chart Request has continued to send invoices by email and fax. This occurs multiple times in one day. Meanwhile, no medical records have been sent. I have reminded Chart Request that we are a legal aid office and asked that the fees be waived or the request be cancelled if it cannot be processed without payment. Yet, we continue to receive multiple invoices each day. I have sent a cease and desist letter, but Chart Request has responded with options for payment. Please have Chart Request stop this harassment.