Complaints

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• Initial Complaint

  Date:07/10/2023

  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.

  I received a bill in June, 2023 for services in January of 2021. I believe I paid the vendor in full 2.5 years ago, $2-$3,000 (our copay). We received a bill for $1300. They claim the delay was because they moved systems and they have no evidence that we paid at all and that we have to prove that we paid. This was the first time my child attended Imagine and we were nervous about the cost. We worked closely with the billing department and chose to pay in full out of our child's savings account. Additionally the dates of service on the initial billing did not line up with when my child attended, casting further doubt on the accuracy and security of their system transition.Perhaps it's legal to bill this late, but it's unethical. The vendor knows what these families are already experiencing and to throw 'surprise' bills at low-moderate income-level families is disturbing. To also put the burden on families to do the payment research is disturbing. The vendor changed systems and things are f'd up. They should do all the research. A friend of mine got a bill for over $10k from 2.5 years ago. Cruel.I've attached the 'detailed' billing which does not show any payments from us. There is no way we paid $0. My memory is that we paid $2-$3,000.Here is the response from the vendor Hi ******, I called and returned your voicemail. The reason for getting a bill now is because for the last year, we have been transferring patient accounts over into our new system called ************. So the dates of service on the bill you received were not the dates that **** attended, but when his account starting transitioning into the new system. I have attached a detailed date of service statement to this message. Additionally, I don't show payments that were made for that 30%. If you have a receipt or bank transaction of that payment, I am happy to provide the credit over to his account.

  

  Business Response

  Date: 08/14/2023

  Good afternoon.  This issue has been resolved!