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:04/23/2024

  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 December 13, 2023 an ER visit was attended by the named and care was substandard provided. Care was refused, and named went to another clinic where meningitis was confirmed and severe threat was imminent. The state has protections against 'suprise billing', and disallows providers to add provider billing without knowledge of the caree. The medical bills were completely covered by the VA, who promises a 0$ out of pocket care coverage for the named. Every couple of weeks, letters are sent to an incorrect address with the named's ER visit date, provider, and hospital. This amount continually changes in due value, and operators of the Assistency LLC are unable to confirm which provider they work with to achieve this information. They require payment before any information is given, as if they are a collections agency. Their practices are shady, their operators are rude, and we now have recordings of operators lying about the safety of the named and using foul language. This is inappropriate for any business, but is especially insidious as the total amount changed from $7k to $20 over time. We can only hope it goes away.

  

  Business Response

  Date: 04/24/2024

  Dear *** ******:
  
  This letter is in response to your correspondence submitted to the Better Business Bureau (“BBB”). 
  
  The account in question is no longer being serviced by Assistentcy, LLC.  (ALLC) It is also my understanding that the original provider has adjusted the amounts to reflect a balance of zero.
  
  Assistentcy, LLC. is only the billing service operating on behalf of the contracted medical provider.
  
  Assistentcy, LLC. is not a collection agency.
  
  Moreover, and contrary to your allegations, my records indicate we have not had any telephone communication with you since the billing of your account began in January 2024.  As such, ALLC categorically denies any statements regarding our representatives “lying” or using “profanity”.
  
  The only communication we’ve received was from an unauthorized third-party who was inquiring about your charges, but refused to identify themselves and, therefore, no information was disclosed.
  
  In essence, we agree to your desired resolution.  Namely, there will be no further contact regarding the amount listed above by our company due to the billing adjustment initiated by the original provider.
  
  It is my understanding that a representative from the original provider will reach out to you to discuss any billing concerns you may still have.
  
  I wish to personally thank you for your correspondence and appreciate the opportunity to alleviate your concerns. Assistentcy, LLC. has now responded and considers this matter closed. 
  
  Sincerely,
  
  
  ***** ***** *****
  Director of Compliance

• Initial Complaint

  Date:03/25/2024

  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.

  My account was sent to collections 3/1/2024 despite being paid 2/26/2024.

  

  Business Response

  Date: 03/26/2024

  Dear *** *********
  
  This letter is in response to your correspondence submitted to the Better Business Bureau. 
  Your statement indicates that the provider has referred the above-referenced account for collections despite having been previously paid in full.  I want to take this time to address your concerns regarding this matter.
  
  First, it might be helpful to explain that Assistentcy, LLC is merely acting as an extension of the healthcare provider’s business office.  We have been asked by the provider to contact patients such as yourself to aid with their billing and to assist them in understanding and resolving their balances.
  
  In this case, Assistentcy’s service on the account in question ended on 03/15/24, at which time the balance remained $369.59, and payment had neither been received by Assistentcy, LLC. nor by **** ******* ***** *****  After that date, it is the provider’s sole decision, after review, as to whether to refer the account to a collection agency.
  
  Although Assistentcy is no longer servicing this account, as a courtesy to you, our team contacted **** ******* upon receipt of your complaint today and have been advised the balance currently remains $369.59.  In short, payment has still not been received nor posted from your transaction with ****** ********** ******
  
  Unfortunately, there are often delays in these transactions experienced by either the insurance carrier and/or the provider which can certainly be frustrating.
  
  It may be advisable to contact UHC directly to verify the precise date and manner in which your transaction was forwarded to the provider.
  
  I wish to personally thank you for your correspondence and appreciate the opportunity to alleviate your concerns.  Assistentcy, LLC. has now responded and considers this matter closed. 
  
  
  Sincerely,
  
  
  ***** ***** *****
  Director of Compliance

• Initial Complaint

  Date:03/25/2024

  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.

  I have an ongoing issue with Assistentcy, LLC. They manage payments and balances for ******** ******** ******** and its affiliates, which include dozens of primary care and other specialty offices in ********* I had a balance of about $3,000 that I put on a payment plan. At some point they quit withdrawing the automatic payments without informing me. After several months they reached out to let me know. I set the payments up again. In December, the credit card the payments were being charged to expired. I have tried to set up a new payment system, but their website is incredibly difficult to use. I enter all of the information I have, and it says it can't find me in the system. It is impossible to leave a voice mail outside of their business hours, as the answering system says to press 1 to leave a message and then hangs up on you when you do.

  

  Business Response

  Date: 03/26/2024

  Dear *** *****
  
  This letter is in response to your correspondence submitted to the Better Business Bureau. 
  Your statement indicates there were issues with your credit card payments as well as your attempts to reestablish arrangements and/or communicate with our office.  I want to take this time to address your concerns regarding this matter.
  
  First, it might be helpful to explain that Assistentcy, LLC is merely acting as an extension of the hospital’s business office.  We have been asked by the provider to contact patients such as yourself to aid with their billing and to assist them in understanding and resolving their balances.
  
  As you know, you have had nine (9) accounts for charges with *** ****** billed and serviced by Assistentcy, LLC. (ALLC) in the past two years, all without issue.
  
  Most recently, however, the credit card used to establish your recurring monthly payments expired (12/2023).
  
  Although you were in contact with an ALLC representative on 01/15/24, a new arrangement was not reestablished at that time and new credit card information was not provided.  Unfortunately, this resulted in the account ultimately being closed by Assistentcy and returned to the original provider at the end of the account servicing period on 03/22/24.
  
  Your inability to access your account via the ALLC web portal is due to the fact that Assistentcy, LLC. was no longer providing billing service for the account.
  
  As for your inability to leave a message using our telephone system, I sincerely apologize.  I have checked our hardware and voice mail software and have consulted with our telephone service provider and been unable to detect any issues.  There is also an option to request a callback if a representative does not connect after 40 seconds, and this selection is in working order as well.  Although perplexed, I apologize for any inconvenience.
  
  To help rectify your concerns, Assistentcy has requested that *** ****** permit us to reopen the account so you may continue in your efforts of repayment, and they have agreed.
  
  Please allow at least 24 hours for this process to be completed.  Once done, you will be able to access your account online without further issue.  In the meantime, our Call Center Manager will attempt to contact you tomorrow to assist you in reestablishing a suitable payment arrangement.
  
  I wish to personally thank you for your correspondence and appreciate the opportunity to alleviate your concerns.  Assistentcy, LLC. has now responded and considers this matter closed. 
  
  
  Sincerely,
  
  ***** ***** *****
  Director of Compliance