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:07/10/2023

  Type:Billing 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.

  2 things~ 1- A bill was sent to collections for the wrong amount & 2- The billing department is not putting payments towards the oldest dated invoice even though they stated twice that they do it that way. When questioned ******* told me that it is my responsibility to call them when something is not correct. I am a food service director, I feed kids for a living I am not in billing. It should be their responsibility to make sure they are doing their job correctly. ******* (office manager) stated twice that when a payment is received it goes to the oldest bill 1st yet the check I sent dated 2/28/23 was put towards date of service 10/19/22 & 11/19/22 instead of the date of service of 9/19/22. They sent me to collections for $91.52 in May and there was never a bill for that amount. There was never a bill sent to insurance for that amount. At best the amount sent to collections could have been for $62.20 (date of service 9/19/22). Again, IF they were putting payments towards the oldest amount due $62.20 shouldhave never been sent to collections because they received a payment prior to it going to collections, they chose to put that payment towards later dates of service causing a collection status. I do not know what invoices they are putting bills towards. I am paying based on ********** statements and comparing them to their bills. This could have all been avoided unfortunately, ******* told me it was my fault it went to collections for the wrong amount because I did not call them and question it. Also, had they let my husband pay for it in full at time of service like he wanted to this could have been avoided. I still don't know why I was sent to collections because I paid the bill they applied it incorrectly. I have been on the phone with them going round and round and I am at a loss. I am going to have a credit report pulled to make sure collections didn't hurt it especially since they messed up sending it to them.

  Business Response

  Date: 07/27/2023

  Dear Customer,
  
  We have received your complaint. Upon reviewing, we would like to assure that we pride ourselves in the accuracy in our billing processes. All accounts are given a 30-day warning before being sent to collections to give our customers a reasonable amount of time to either set up a payment plan, dispute charges or pay in full. If no feedback is received during this time the account will proceed to collections.
  
  We apologize for any inconvenience and encourage you to reach out to our local office with any further questions or concerns.
  
  
  Sincerely,

   

  MercyOne Siouxland Home Medical Equipment