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:08/10/2022

  Type:Sales and Advertising 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.

  On 2/16/22 I had a chest scan at Radiology Consultants of Rockford. They had this third party company do the billing for them. The bill was finally sent on 6/4/22 and was threatening to be sent to collections if not paid. (See attached) I sent a check(#2701) on 6/21/22. This check cleared my bank on 6/27/22.(see attached). Now the account has been sent to collections as of 7/8/22. I do not see why I should pay a bill twice because this business does not know how to properly credit an account. We called the business and talked to a representative who said they would look into it around 7/26/22. I just received a bill from the collections agency on 8/11/22.
  I would like this mistake removed from my credit report

  

  Business Response

  Date: 08/12/2022

  Thank you for
  your recent letter regarding the complaint submitted to your organization by Paul
  *****.  Zotec Partners, LLC provides
  medical billing management services on behalf of Radiology Consultants of Rockford
  LTD.  As such, I am responding to your
  inquiry on their behalf. It is our mutual goal to provide accurate and timely
  billing services in a satisfying manner to the patients of Radiology Consultants
  of Rockford LTD.
  
  Our review of
  the patient’s account has resulted in these findings:
  
  The
  missing payment was located and posted on the patient’s account on 8/5/22.
  There
  is a $0.00 balance due on the patient’s account.
  The
  collection agency was notified of payment and account cancelled on 8/12/22.
  A
  letter of deletion has been sent to the patient from the collection
  agency.
  
  
  We regret for
  the inconvenience this has caused at Paul *****. At this time, we request you
  close this complaint as we have resolved it in a satisfactory manner.

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 17697248, and find that this response/resolution is satisfactory to me. Though an apology would be nice. 
  
  
  
  
  
  

  
  

  Regards,

  
  

  Paul *****

• Initial Complaint

  Date:08/09/2022

  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.

  Quest Diagnostics began using Zotec Partners as their method of collecting payments last year. Since then I have had nothing but issues with correct insurance filings and **** payment. Immediately after the change over occurred last year their system was unable to find my account so I could pay my ****. It took months for that to be corrected. I emailed Zotec directly with my complaint and they never responded. This past June they enrolled me in paperless billing and began texting me with a link to my statements without my permission or consent. On June 18, 2022 I made an online payment of $62.76 from my HSA account that should have resulted in a zero balance. After receiving a text on July 27, 2022 showing I had an unpaid balance, I called Quest customer service. I was treated very poorly by ***** and was told she could see no record of the June 18 transaction. She said to email MyDocBill with my complaint and documentation. I did so immediately. I included the receipt from my HSA payment along with other details that should have made crediting the transaction appropriately very simple. Yesterday I went to have my blood drawn for an upcoming doctor's *********** and Quest refused to draw my blood due to this outstanding balance. Even after explaining the situation to the woman at the local lab and showing her my email to MyDocBill, she turned me away saying there was nothing she could do unless I paid the balance. I should absolutely NOT be required to pay a balance for a second time because Quest and Zotec are beyond inept and cannot figure out how to properly credit my account. This situation is beyond unacceptable and needs to be rectified immediately. I should not be prevented from having lab work done because of their stupidity and absolute ineptitude. Partnering with Zotec is quite possibly the stupidest thing Quest has done in recent years. Their billpay system worked well before. Now it is an utter failure.

  

  Business Response

  Date: 08/12/2022

  Thank you for your recent letter regarding the complaint submitted to your organization by *****************************.   Zotec Partners, LLC provides medical billing management services on behalf of Quest Diagnostics.  As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Quest Diagnostics.
  
  Our review of the patients account has resulted in these findings:
  
  The payment of $62.76 was posted to the patient's account on 6/18/22.  The payment was applied to dates of service 1/26/22 and 5/3/22.
  There is still an outstanding balance due for services on 5/3/22 and 6/14/22.
  A detailed statement is being sent to the patient.
  
  We regret for the inconvenience this has caused *****************************.  At this time, we request you close this complaint as we have resolved it in a satisfactory manner.

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
  
  Once I receive the updated statement I will review it together with my insurance company. Their response below will only be acceptable once I have determined that their updated statement is complete and accurate.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  On August 9, 2022 I filed a complaint against Zotec Partners for failure to properly credit payments I made for services provided from Quest Diagnostics. Please reference BBB Complaint ID: ********. ********************** stated in their "resolution" response to my complaint the following: "The payment of $62.76 was posted to the patient's account on 6/18/22. The payment was applied to dates of service 1/26/22 and 5/3/22. There is still an outstanding balance due for services on 5/3/22 and 6/14/22. A detailed statement is being sent to the patient." I just received the "detailed statement" from them dated September 2, 2022. It in no way reflects any credit of $62.76 to my account. In fact, it still shows the exact same balance of $123.02 that I filed t complaint about in the first place. Additionally they stated the payment I made of $62.76 was applied to service from 1/26/22. This is INCORRECT. According to the insurance company I had at that time, my copay for those services was $50. I made a payment of $50 on 1/26/22 that should have been applied to that amount due. The current balance I should owe to Zotec / Quest is $123.02 - $62.76 = $60.26. This does NOT include the most recent charges from 8/8/2022. We are speaking specifically of the charges from 1/26/2022, 5/3/2022 and 6/14/2022. To break it down: 1/26/2022 amount due $50.00 5/3/2022 amount due $53.69 5/3/2022 amount due $7.98 6/14/2022 amount due $61.35 Total amount due: $173.02 1/26/2022 payment made (receipt attached) = $50.00 6/18/2022 payment made (receipt attached) = $62.76 Total payments made: $112.76 $173.02 - $112.76 = $60.26 current amount due (not included services from 8/8/2022). If Zotec / Quest expects me to pay a cent more than $60.26 I expect to receive, in the mail, a full account reconciliation statement dating back to January 1, 2021 showing every single charge and every single payment made. Anything less is unacceptable. I will not make any additional payments until Zotec corrects their errors.

  Desired Resolution:

  Explanation of Charges

  
  
  Regards,
  
  *****************************

  
  

  

  Business Response

  Date: 09/09/2022

  All patient payments have been applied to the patient's account.  A supervisor will call the patient on 9/12/22 to review details with the patient.

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I did not receive a call from a Supervisor on September 12, ************************************** their above response. It was not until September 13, 2022 when I received a call from a Supervisor named ******. I was unable to accept the call at that time so she left a voicemail and I returned the call an hour later when I was available. ****** did not answer so I left a message requesting a call back. It is now September 15, 2022 and I have not heard back from ****** nor has anyone else contacted me. A phone call will not satisfy my complaint as I still have not been provided with the documentation I have now requested from Quest / Zotec three times. If I do not have proper documentation of all charges AND all payments and how they were applied to my account a phone call really does not solve the issue. Per The 2022 Florida Statutes, Title XXIX, *******, 4 - Right of Patients, c, 7, "A patient has the right to receive a copy of an itemized statement or bill upon request. A patient has the right to be given and explanation of charges upon request." This is now my third written request for Quest / Zotec to mail me a full account reconciliation / itemized statement showing ALL charges and ALL payments dating back to AT LEAST January 1, 2021. If Quest / Zotec continues to refuse to provide this itemized statement per my request I will be forced to file a complaint with the Florida State ************************* citing Quest's / Zotec's failure to comply with The Florida Statutes. Any attempt by Quest / Zotec to send my account to collections during this dispute will result in an additional complaint being filed with the Florida ************************ I expect a response from Quest / Zotec in writing stating they are mailing me the requested documentation and on which date I should expect to receive it. If they do not provide this in a timely manner I will be forced to contact the Florida State ************************* as stated above.  

  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:08/08/2022

  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 was treated by ****** *** doctor on 8 and 11 of August 2021, at ************ in ***********. I received a **** for *******. The **** indicated that my insurance company (TriCare - I am a Veteran) didnt pay them. I called TriCare and they told me that they paid their portion. TriCare also informed me that my portion was *****. I paid that! The rest - ******* - ****** *** must write off - by law. Yet, I keep receiving threatening letters with demands for payment. Also, ****** *** is engaged in committing wire-fraud by conveniently avoiding to disclose on their billing statements that TriCare paid their share.

  

  Business Response

  Date: 08/08/2022

  Thank you for your recent letter regarding the complaint submitted to your organization by *******************************.  Zotec Partners, LLC provides medical billing management services on behalf Sound Physicians. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Sound Physicians.
  
  Our review of the patients account has resulted in these findings:
  The billing office received payment/adjustment from Tricare on 7/28/22.
   There is $0.00 balance due on the patients account.
  
  
  We regret for the inconvenience this has caused *******************************.  At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
  

  Customer Answer

  Date: 08/10/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/25/2022

  Type:Product 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 am requesting that someone from your office reach out to Quest Diagnostic. They received a payment of $516.00 on May 12 directly through electronic payment by my bank. I have reached out to customer service multiple times throughout the month of June and July without success in a refund processing. The third party billing name Quest has contracted is Zotec Partners. I had also submitted a case on July 1 via email and was assigned a case number ******** and was told that someone was going to be in contact with me within 3-5 business days. No one has been in contact with me since July 1st. I reached out to the customer serv line again, no one new how to track the case. They transferred me to another department where I was disconnected. I called the corporate office and I have been trying to reach a *********************** at **************. No call backs. I have provided a bank letter with a confirmation that the deposit was confirm to ********** account on May 12. I need someone to act on my behalf to get this money back. Any assistance would be greatly appreciated.Thank you,

  

  Business Response

  Date: 08/08/2022

  The billing office is researching missing payment.  We will have update soon.

  

  Business Response

  Date: 08/30/2022

  Per Quest Diagnostics the payment was applied to invoices below.

  Invoice #

  36*******0 ****** ***********************
  3********6 ***** *********************
  ********** ***** *********************
  ********** ***** ************************;

  Customer Answer

  Date: 09/04/2022

  Better Business Bureau:
  
  As of July 1st of 2022, I had asked to review all of mine and husband's account at the system showed 0 balance.  I don't quite understand how $500 outstanding balance miraculously appeared on the records that showed 0 balances.  I will need to review all payments since most of these charges are from 2021.  It is incredible how negatable a billing company can be losing records and not billing any of these charges until August of 2022.  It will be sometime for me to look at all of my bank statements for entire 2 year period.  Nonetheless, I cant accept this response until further review of my records as it took you 3 months to find. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 09/13/2022

  While reviewing your records if you have any additional questions please feel free to call **************.

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair 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 received bills for services I didn't receive from MyDocBill, which is an online service provided by Zotec Partners, the billing service provider for NORTH BROWARD RADIOLOGISTS PA. I did one mammogram annual routine screening on March 10th 2022 at Broward Health ******. Later, I received bills for 5 services on three different dates, one SCR MAMMO on March 10th, one DX MAMMO on March 11th and March 18th each, and two ULTRASOUND BREAST on March 18th. I only did SCR MAMMO on March 10th, and not the rest of them, which was charged $166.16.I emailed, called MyDocBill and sent request form on MyDocBill website for more than 5 times in total. Every time my account was put on hold for around 10 business days, and then I received the same bills again. Attached you can find the screenshot of my ****. I also attached the screenshot of the prescription from my doctor dated April 8th 2022. The prescription was for the following up diagnostic mammogram and ultrasound tests after the results of the screening mammogram on March 10th came out. It was impossible for me to do any of the diagnostic mammogram or ultrasound tests before I received the prescription from my doctor. I don't want to pay for services I didn't receive. I spent hours trying to resolve this billing issue, but couldn't have any progress at all. Please help! Thank you.

  

  Business Response

  Date: 08/03/2022

  Thank you for your recent letter regarding the complaint submitted to your organization by *********************.  Zotec Partners, LLC provides medical billing management services on behalf of *****************************.As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of *****************************.
  
  Our review of the patients account has resulted in these findings:
  
  The charges for date of service 3/10/22 and 3/11/22 have been reversed off the patient account.
  The patients insurance company has been notified as well.
  
  We apologize for the inconvenience this has caused *********************.  At this time, we request you close this complaint as we have resolved it in a satisfactory manner.

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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