Complaints

This profile includes complaints for Atrius Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Atrius Health, Inc. has 37 locations, listed below.

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  Atrius Health, Inc.

  275 Grove St Ste 3-300 Auburndale, MA 02466-2274

• 

  Atrius Health, Inc.

  230 Worcester Street Wellesley, MA 02481-5420

• 

  Atrius Health, Inc.

  790 Boston Rd Ste 101 Billerica, MA 01821-5919

• 

  Atrius Health, Inc.

  275 Grove St Ste 3-300 Chesterfield, MA 01012

• 

  Atrius Health, Inc.

  77 Herrick St Ste 101 Beverly, MA 01915-2734

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:06/09/2025

  Type:Order 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 had colonoscopy scheduled at ******** location for Friday 13th and I have been calling atrius health multiple time since last week to share the documents with my insurance company as a procedure like this requires pre approval else it wont be covered.Despite multiple calls, they first said there is no insurance on file even its added to my account and then they kept redirecting me to different departments sharing different numbers but noone shared any required information or documentation until today. Today finally they told me nothing will be shared until after the procedure which basically meant that insurance cannot cover it and I was forced to cancel my appointment.THis is appalling behavior for a health care provider as I am already struggling with health issues and shouldn't have to go through all these hassles.

  Business Response

  Date: 06/10/2025

  Good afternoon, 

  Thank you for bringing this matter to our attention. 

  We will follow up with the patient directly to address these concerns. 

  Thank you, 

  Patient Relations 

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

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/02/2025

  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.

  On May 2nd 2025 at 230pm I was scheduled for an appointment at *************************************** Associates at their ************** located at ***********************************. At 2pm I arrived at the office and checked in with the desk on the lower floor. I then went to the waiting room of internal medicine and began to wait to be seen. At 2:49 I was brought to an exam room and told the doctor would be in to see me shortly. After waiting approximately 30 minutes with no one coming to the room I went to the front desk and informed them that I had not been seen or updated and that I can not wait any further for an appointment that was scheduled 45 minutes prior. The front desk provided no explanation and simply asked if I would like to reschedule to which I said no. Upon leaving I called *************************************** Associates and asked to speak to the internal medicine supervisor to voice my issue. I was then transferred to the supervisor (*******) and reached her voicemail. I then hung up and called again an explained she cannot be reached and I would like for someone to find her to speak to me. The office said that was not possible and that I can be transferred to patient relations. I was transferred and patient relations was also not available. I then called back a third time and informed them of this and was told that ******* will be giving me a call back today. Approximately 30 minutes later I had still not received a call and I called back again. I was then informed that ******* could not call me back today. So the doctor could not see me at the set time, the supervisor could not speak to me and the patient relations office was not available either. I spent my entire afternoon going to a scheduled doctors appointment that was not completed and no supervisor or patient relations department was available for any explanation. This afternoon away from work cost me an estimated $400 due to not being able to work.

  Business Response

  Date: 05/06/2025

  Good afternoon, 

  We will contact the patient directly to address their concerns. 

  For patient privacy, we are unable to share any additional details. 

  Thank you, 

  Patient Relations

  Atrius Health 

• Initial Complaint

  Date:04/16/2025

  Type:Billing 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 had my annual physical with Dr. **** at Atrius Health on October 28, 2024. This was a routine checkup, and I did not report any new symptoms or request treatment. I also made it clear that I only wanted routine tests covered by insurance.Despite that, I was billed for both a physical and an office visit. My insurance told me the office visit was billed incorrectly and advised Atrius to resubmit the claim with the correct code. But instead, Atrius claimed the doctor ordered an MRI for symptoms I had years ago, which is not related to this visit.They also charged me for multiple lab tests that were ordered without my knowledge or consent. I called the billing department many times and was told to speak with the doctor, but I could never reach her. Eventually, I spoke to the office manager, who said she could waive some lab charges if I sent the billing details which I did through *******. I never got a response.A month later, they sent my bill to collections. I called again and left two messages asking to speak with the office manager. Both times I was promised a callback within 48 hours it never happened. I was later told I had to pay the office visit charge to get the lab bills reviewed. I paid under protest.I messaged the office manager again asking for a response within 3 business days. Its now been 4 days and Ive heard nothing.Desired Resolution: I want Atrius Health to remove all unauthorized lab charges, correct the office visit billing with my insurance, remove the account from collections, and formally acknowledge their mishandling of this issue.

• Initial Complaint

  Date:03/28/2025

  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 purchased a health insurance policy for First Health. It is a nationwide policy with limited benefits. I was told it was month to month and I could cancel at any time. I have several reasons to cancel: cannot easily find providers, First Health could not verify the policy number they gave me. I became nervous that I was scammed and found evidence of dissatisfied customers. I called the customer service number with turns out to be Atreus, not First Health. The two customer service representatives became very argumentative about my wish to cancel. They asked me questions, became aggressive towards me. They basically are refusing to cancel my policy acting as if they need a valid reason to put in their system. I recorded the call. They heard my phone indicating the call was being recorded and hung up on me saying the policy was not canceled.

  Business Response

  Date: 03/31/2025

  Please be advised we are not affiliated with First Health and would not be able to assist in canceling this individual's policy. 

  If you would like us to investigate any calls made to our practice and to discuss your experience further, please contact our **************************** at ************. 

   

   

  
  

• Initial Complaint

  Date:01/21/2025

  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.

  I am filing this complaint regarding a billing issue with Atrius Health. A medical procedure I underwent was coded incorrectly by Atrius Health when submitted to my insurance company. As a result, my insurance has denied the claim, stating that the procedure code does not match the service provided.I have contacted Atrius Health multiple times and provided documentation from my insurance explaining the issue. Despite my efforts, Atrius Health's billing department refuses to correct the code or resubmit the claim with accurate information.This ongoing issue has left me with an unpaid medical bill that should have been covered by my insurance if the coding had been accurate. The balance due is $691, and I am forced to be on a payment plan, $100 paid so far. I am seeking Atrius Health to review the procedure documentation, correct the coding error, and resubmit the claim to my insurance company.

  Customer Answer

  Date: 01/31/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/23/2025

  Hello, 

  Thank you for reaching out. We apologize for the delayed response as we did not receive the initial complaint. 

  For privacy reasons, we cannot share any additional information. 

  However, we will have someone from our ****************** to the patient directly to discuss and resolve this matter. 

  The patient can also call our office directly at ************ with any additional questions. 

  Best regards, 

  Patient Relations 

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:11/26/2024

  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.

  I was diagnosed with irregular corneas resulting in double vision that could not be corrected by glasses or medication, but was 100% corrected with scleral contact lenses. On August 1, 2024, I paid $1190 out of pocket to Atrius Health after seeing Dr. ******* OD at the ***************** ********************. I was informed by a medical assistant, *******, that "insurance won't pay." I subsequently learned that no claim was ever filed with ******** and ********** Blue Shield MEDEX as my secondary payer. I've asked repeatedly for a claim to be filed with correct coding - the original bill stated that the code was for a replacement lens. *******, the office medical assistant, and the front line billing staffer, ****, are refusing to provide me with any evidence in writing that refusing to file a claim with my insurers is appropriate. Moreover, they previously billed me for lens fitting services that I paid up front informing me that these charges wouldn't be covered by my insurance, either, and I discovered that they had indeed filed a claim with both ******** and ********** Blue Shield, and that those claims were paid as reported on both the ******** and ********** Blue Shield MEDEX EOBs. I did receive a refund for those out of pocket payments only after I contacted Atrius' billing phone number.I want the correct coding to be performed for the medically necessary bilateral scleral contact lenses with both ******** and ********** Blue Shield, for the claims to be submitted to ******** and ********** Blue Shield MEDEX, and I want to receive in writing their explanations for why they double billed, and also why they refused to file a legitimate and appropriate medical claim.

  Business Response

  Date: 11/27/2024

  Good morning,
  
  Please be advised we are unable to discuss or share patient protected health information.  
  
  We encourage patients to contact our **************************** at ************ or email at ******************************************** for assistance in addressing any outstanding questions or concerns.  
  
  Thank you,
  
  Patient Relations
  

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  A patient relations person did respond and stated that she would make her department visible on the MyHealth website. 

   However, she also stated that her department doesn't deal with claims resolution, and that she would forward my problem to someone in claims. She did not offer any contact information or name of a person to deal with. As of today, no one has contacted me, and no claim for reimbursement has been filed per the MyHealth patient portal.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** *******

   

   

• Initial Complaint

  Date:07/03/2024

  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.

  On 9/9/23, 2/21/24, and 6/27/24, I used the MyHealth Online app provided by Atrius Health to ask medical questions that were of immediate concern to my health. At each occasion, after submitting my query, the app informed me that I should allow "up to 2 business days for a reply".For each submitted message, I waited at least a week and never received a response. I followed up with "Hello?" each time. For two messages, I got a response that I should call to book an appointment. I have not heard back on the 3rd message.Considering this a medical portal and my questions are of immediate concern to my health, I find it highly unethical that my messages are ignored for at least a week until I push for an answer, and then are simply pushed to a phone screening. My health seems of very little interest to Atrius Health.

  Customer Answer

  Date: 07/16/2024

  My health concern has still not been addressed, 2 business weeks later. Their business operations manager reached out and I have called her back and left a message, but that correspondence only addresses the BBB complaint and not my actual health issue. They're still ignoring that, like they've ignored the others.

  Business Response

  Date: 07/17/2024

  Hello, 

  Thank you for sharing your feedback with us. 

  Please be advised we passed this along to our leadership staff for review and a member of the team will follow up with you directly. 

  Best Regards, 

  Atrius Health 

   

• Initial Complaint

  Date:06/08/2024

  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.

  Harvard vanguard ********** referred me to a specialist in the same ********** location. It was a 15-minute conversation in which she did not examine me nor discuss any of my history! I then go and download my record of the visit when it's available to discover the doctor has charged and billed for code with MDD which is Major depressive disorder. I do not have MDD. I have ADHD and have been diagnosed since I was 4 years old and I am now 42! I called. I wrote messages on the my health chart online and yet I received zero phone call from anyone in regards to the fact that I'm being pilled for a major depressive disorder that I do not have! I would like to know why a specialist would ever bill for something that has nothing to do with her area of specialty. Endometriosis is her specialty and she needs to stay in that field. Not Bill for mental disorders that I don't even have! That's false, fraudulent and defamation of character. I do plan on taking this further. I am done being ignored.

  Business Response

  Date: 06/10/2024

  Good morning, 

  Thank you for taking the time to share the details of your recent experience. 

  A member of our patient relations team will be in touch with you directly to further discuss and resolve this matter. 

  Kind regards,

  Patient Relations 

  ph. ************

   

• Initial Complaint

  Date:04/25/2024

  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.

  I have been a member over 30 yrs* and I have a few concerns with medical care 1. I cannot get any sick visit appointments to see my doctor * and no one calls from the doctors office to follow-up care after urgent care. The only appointment given to me is for yearly physical examination.2. I have a lot of allergy* in pain * and I requested a prior authorization because I ended up taking a muscle relax medication that I was allergy to and ended up in ********************* several times. I asked for a prior authorization for one that works and the nurse refuses in ********** practice 3. I went in to the ***************** and I was shocked when the receptionist told me to try an alternative. She has no business to say that* she ****** know my medical history and shes not a doctor.4. I spoke with the nurse and asked her why the prior authorization was not done. The nurse stated that their policy change the doctor ****** do it anymore that it is the pharmacy responsibility. Apparently the nurse is not speaking the truth* because the pharmacy had told me the doctors office does it. How can I trust her to be involved with my care. 5. It is a shame and disgrace about the quality of care and neglect at ********** Atrius Office.6. The nurse does not know I had worked prior in the medical field as a professional* i am knowledgable * and my mother was a nurse. 7. I am curious as to what that nurse put into my record neglecting my medical care 8. After addressing my concerns to the nurse today. The nurse gave me a video visit with my doctor. The nurse also sent a social form to filled out about housing issues. I have no time for this nonsense and being in pain to fill out paperwork that has nothing to do with my pain. She is bringing up prior issues that has nothing to do with my present situation. I am an intelligent woman and if I need help Ill ask. Why is she sending me nonsense when my priority is to alleviate the pain.

  Business Response

  Date: 04/25/2024

  Greetings, 

  We will contact the patient directly to discuss her concerns and address accordingly. 

  Best regards, 

  Atrius Health Patient Relations

  Phone: ************

• Initial Complaint

  Date:03/02/2024

  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.

  Following a recent physical examination at the Chelmsford Atrius Health, my Health Insurance indicated two claims from Atrius, one for the physical and one for an extra consultation. I notified Atrius and I was told they couldn't do anything because the claims were pending. This is not the first time Atrius tried to overcharge. The last time, Atrius said they could not do anything because the extra claim was already accepted by the insurance company. I contacted my Health Insurance and explained the situation. My Health Insurance contacted Atrius and was told the reason for the extra charge was because there was a finding during my examination and, very conveniently, thefinding was confidential. There was no finding. I notified Atrius again and this time I was told Atrius charges an extra consultation if "any additional labs or x-rays were ordered, tests were done, medication prescribed". There was none ofthat. But you have to wonder what is a physical examination for Atrius. A physical examination is supposed to take around 30 minutes to check general health, address any symptomsand make recommendations. Apparently not forAtrius. I pointed out the irony to Atrius and I said I was going to file a complaint. Atrius' answer was, and I quote, "I have reviewed your however I did mention that i place your account on hold for coder to reviewed which will take at least 3 weeks. If you want to file complaint you feel to do so". The next couple of days I received a billfrom Atrius including the charge for the extra consultation. So obviouslyAtrius does not care about their patients and is not ashamed oflying. This is not the first time thiskind of situation happened withAtrius. There is a pattern of Atrius charging extracharges knowing the insurance will have to accept the claims and hoping the patient will not notice or go along with it. I am looking forward to hearing from Atrius.

  Business Response

  Date: 03/06/2024

  Hello, 

  Thank you for bringing this to our attention. Our team will follow up with the patient directly to address this matter. 

  Thank you, 

  Patient Relations

  Atrius Health

  Customer Answer

  Date: 03/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Atrius must reply here, in this complaint, and explain why my  Health Insurance and I were overcharged, why my concerns were ignored, and how it will be made right for my Health Insurance and myself.