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:05/12/2025

  Type:Customer Service 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.

  Went to the ** and received a bill from South Bend Physicians *** and paid the bill before the 4/27/25 deadline on Papaya. The bill has been paid in full. I today received a letter from ****************** saying I didnt pay my bill. This seems very suspicious so I called the number listed and they said theyll update my information to paid This is harassment and seems like my information has been sold. I will seek my attorney if they keep harassing me over a bill I paid. Unacceptable!! Update your records correctly!

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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.

  I am trying to resolve a bill but I cannot reach anyone at South Bend Emergency Physicians. I have called ************ for the past month and just remain on hold infinitely. They refer you to their site ******************************* to enter insurance information, but they have not submitted my bill to insurance. This seems like a scam and they are completely unreachable.

• Initial Complaint

  Date:01/04/2024

  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.

  My husband was seen in the ** in December of 2021. South bend emergency physicians did not send a bill until 8/2022. The charges they used were not supported by documentation. I filed a dispute in September. In October they requested a letter outlining my concern which I submitted promptly. I called them monthly through January of 2022 until they finally reached a decision. They denied my claim and would not give sufficient supporting information. They would not allow me to speak to a clinical representative. They gave me information throughout despite the fact that this was in regard to my husband. In October *************************************************************************************************************************************************** violating his rights technicallly. They sent one statement and then the next month send me to collections. I pulled my account from collections in July and began paying. My payment amounts were for 117, but I paid 200 dollars monthly (only missing one) by December then again sent me to collections without sending a statement since September of 2023. They never notified me of this. I only noticed in December when I tried to make a payment.

  Business Response

  Date: 01/04/2024

  Good morning, 

  I tried to call the number this morning that was sent to the BBB, I was unable to reach anyone. I am happy to help you, it sounds like a pretty frustrating situation, I'm sorry. 

  However, I do need some details to look anything up to help resolve this I need; your husband's name, your husband's date of birth, date of service and which facility he was seen at.  Once I have that information, I will be able to have the billing company look at the account and send me the information. 

  Happy to chat as well, feel free to call our office at ************.

  Thanks, 

  ****

  Customer Answer

  Date: 01/05/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:11/13/2023

  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.

  July ******* I went to *************** *********. The ** doctor was *************************, who apparently is part of South Bend Emergency Physicians. They of course billed separately in the amount of $174.23. My 1st payment $50 by check cleared my bank 9-22-23. My second bill was for the original $174.23 payment - they never recorded the $50 payment. I mistakenly paid the full amount stated $174.23, that check cleared my bank 10-13-23. This month I rec'd a third bill. Again for the full amount of $174.23 with notes stating I would be turned over to collections! I have called several phone #'s, I have emailed, I have talked to several different people. I supplied check #'s and bank info by phone on the cleared checks so they could "start an inquiry". I have emailed cleared check copies at their request AND then mailed them. I have been told multiple times they are "expediting the inquiry" and yet no results. I have not only paid but I OV**PAID them and yet no one can seem to even clear my amount owed, let alone refund my over payment. I have promises of results and returned phone calls and hear nothing. Even my email with cancelled check copies attached was answered with "we forwarded to the appropriate ****** My last phone correspondence was answered with "we need to wait until they record month end". This is beyond unacceptable. Any help is greatly appreciated.

  Business Response

  Date: 11/14/2023

  Good afternoon.
  

  I am the Practice Manager of South Bend Emergency Physicians; my name is ***************************. I personally have spoken with this patient two times over the past two weeks and I did ask for her to be patient with us as I don't have access to any of the billing information and was solely dependent on them researching the issue. However, I did give her our office number if she needed immediate help or had additional questions to please reach out. 
  

  Since then, she has left two reviews online and turned us over to the BBB and hasn't given us much time to correct the issue. As the practice manager I was very frustrated for the patient and completely understood her frustrations as well. It is standard practice for the patient to receive three bills and then be turned over to collections.  Once the patient informed me that she was being turned over to collections I immediately apologized and told her I had no idea why that happened. I then hung up and called our billing company and followed up with an email to them to ensure she was not to go to collections. She was never turned into collections. 

  The patient's balance is a $0 balance and will be sent a refund for her $50 overpayment on 11/15/2023. 

  The billing company is new to our group as of July 1st and there was an issue with the computer systems talking to each other, since the issue has been corrected and this shouldn't happen to future patients. 

  We appreciate the patient bringing this to our attention and apologize for the inconvenience she faced. 

  I am happy to call the patient back directly since we already have a rapport but I was unsure the best way to address this since she filed a complaint through the BBB.

  Thanks,
  ****

  Customer Answer

  Date: 11/14/2023

   I am rejecting this response because: First of all I have not spoken to anyone named ***************************. I have called the phone # listed on the bills multiple times, ************. The first time I called I did not record the girls name but she assured me that "she would expedite an inquiry". The second time I called I spoke to a ****************** she took my cancelled check #'s and check clear dates and assured me "she would expedite an inquiry".  After receiving my third bill which was noted "FINAL NOTICE", with information on how this would result in collections, I called again.  This time I asked to speak to a supervisor, the person, *******, I spoke to put me on hold and came back and told me "I couldn't talk to a supervisor because there was nothing they could do to help me but she would expedite my inquiry".  I told her I was going to the BBB.  Later that same day (11-9-23) I had a voicemail from an *******. Her voicemail said she reached out to the manager in the payment posting ***** and they were finishing month end and that the problem should be resolved when they did month end. Her voicemail stated if I had more issues to call the ************.  Also, I'm not sure how a November 9th phone call referencing month end affects the first check they cashed on September 21, 2023? 

  Today I received an email bill that AGAIN says FINAL NOTICE... even though I was promised they took me off late status due to the discrepancy?

  Also today I received a call from ******* and she said my account has a -$50.00 and everything has been corrected. I find this humorous because when I log into the account after work, it still shows the full balance of $174.23 as due. Note that I also asked ******* to send me an email or some proof of a -$50.00 balance or that they had indeed applied the payments. This seemed to be something she didn't think she could do. Why? 

  I will additionally note: I have mailed cancelled check copies twice. I have given verbal info, as stated above, over the phone about the cancelled checks. I emailed cancelled checks twice. I called ************* Systems, ****** Hospital, the numbers listed on the bill and a number I found ************ for ****** which rings to either a voicemail or a fax machine when I call.  I was never given any direct line. 

  I will also additionally note that when I searched ****** for South Bend Emergency Physicians one of the first page hits is the Better Business Bureau which has several other complaints.  I'm also amused that this response from them seems angry that I have made a BBB report and left a couple of ****** business reviews, but it looks to me like that's the only way to get someone to respond. Having said that I'm still holding my breath on any proof of resolution.

  
  

  Business Response

  Date: 11/14/2023

  *****, I have spoken with you two times. I also have two voicemails from you in our phone system. I'm not sure what I can do to make this right for you, if you'd like to discuss further, I'm happy to talk, ************.

  Customer Answer

  Date: 11/15/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  
  I have spoken to the person as requested and if the follow through is as promised then I will be satisfied. 

  
  

  Thank you.

• Initial Complaint

  Date:09/25/2023

  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.

  Date of Service - 9/25/2022 ************* - $277.00 - 1/13/2023 There were duplicate bills issued for the same day of service. Called South Bend Emergency Physicians several times to resolve issue, was sent to collections. Spoke with supervisor on 9/5/2023 and was advised this would be removed from collections. On 9/22/2023 received another bill indiciating removed from collections but $277 payment was due. Contacted company again on 9/25/2023 and amount still indicated due and they were unable to remove until the amount was approved to be voided by the 'higher ***** I have spent countless hours on the phone over a year trying to resolve this issue to no avail. The amount needs to be voided and account closed as it was paid in January 2023.

  Business Response

  Date: 09/29/2023

  Dear ************, 

  My name is ****, I'm the Practice Manager for South Bend Emergency Physicians. I want to apologize on behalf of our company that you have had to endure such a frustrating billing process. This should not have happened. I have communicated with our billing company, and they have assured me that your account has a $0 balance.  Again, I am very sorry that you had to go through the Better Business Bureau to get resolution. We have started using a different billing vendor, so I hope this doesn't happen again in the future to you or anyone else. If you have any issues in the future, please feel free to call our office directly at ************.

  Once again, I'd like to apologize for your inconvenience and frustrating experience in this matter. 

  Thank you, 
  ****

• 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 a **** for $1512.00 from South Bend Emergency Physicians for an emergency room visit on 10/22/21. They claim the submitted to my insurance company but the amount was passed on to me. My deductible has been met so this should be 100% covered by insurance however, when I called SB Emergency Physicians after receiving the **** around May 29, 2022 they said HealthScope rejected the claim because they couldn't find me in their system. I verified the claim submission address which they said was correct so I asked them to resubmit. I also am the HR Director so I engaged with our insurance broker and insurance company so they can assist with this claim as well. The claim was not submitted or received and I received another **** for the same $1512.00 around June 29,2022. I called them again and this time they said the address for claim submission was incorrect, they indicated they fixed it and resubmitted the claim. I also asked for an itemized **** so maybe I could use that to submit the claim myself. I had my insurance company call them to verify the address, and held on the line while the agent was talking to them. She reported they submitted the claim while she was on the phone July 6. I have not received the itemized **** and the insurance company has not received the claim. I called again the week of July 18, and requested a 2nd itemized **** which I still have not received. Addresses are all correct so it's very suspicious that the only mail being received is the invoices that have not been submitted to insurance. I checked my insurance portal today (July 22, 2022) and no claim has been received. I asked for a copy of the **** form, and was denied. I asked how I could submit the claim myself, and I was denied. I asked if they could fax or email, both of which my insurance company would allow, but the request was denied. I am actively trying to resolve this issue.

  Business Response

  Date: 07/22/2022

  I have reached out to our billing company to look into this and I have asked them to reach out to the patient as well. 

  Customer Answer

  Date: 07/25/2022

   I am rejecting this response because: The issue still has not been resolved.  I received a call from the billing company and gave them more information but am waiting for the claim to be submitted.  Hopefully they resolve soon.
  
  
  

  Business Response

  Date: 07/27/2022

  ****************, 

  Thank you for your reply. I understand why you rejected it. I was unable to provide another update and had to wait for you to respond. At the moment our billing company, ***** Health, resubmitted the claim to the correct insurance address. Previously, there was some missing data. Unfortunately, I am unable to resolve this immediately since we do need to wait on the insurance carrier. I understand how frustrating this is, it's frustrating for me as well. If it's okay with you, I'd like to wait a few weeks to follow up on this. 

  If you would like, you can email me directly at ***************** if you have immediate questions or concerns. 

  Thank you, 

  ****

  Customer Answer

  Date: 07/29/2022

   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.

  
  

  Thank you.