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.

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

• 

  Atrius Health, Inc.

  291 Independence Dr Chestnut Hill, MA 02467-3628

• 

  Atrius Health, Inc.

  330 Baker Ave Concord, MA 01742-2129

• 

  Atrius Health, Inc.

  485 Arsenal St Watertown, MA 02472-5091

• 

  Atrius Health, Inc.

  147 Milk St Boston, MA 02109-4806

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:10/09/2023

  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.

  The Atrius Health/ Harvard Vanguard Kenmores unprofessionalism is costing me over 1k. Due to constant back and neck pain, I reached out to my ***, *************************, DO in May to request a referral to visit a specialist at Ortho ************ Clinic. They sent the referral and I went to the specialist, had an RX and after a few days a MRI. After the results, the specialist recommended Physical Therapy. Until here everything was fine, the clinic got the referral and my insurance covered the specialist and the exams. I started my PT on June 13th, and only on July 16th I got a message from Atrius referral department asking me if I started the PT and where. I answered I did start on June 13 at the ******** clinic, same as the specialist. They answered the message saying that was fine and they had sent the referral (I have the messages).Now, in the beginning of October, I've received a $1.211 bill from Ortho ************, due on 10/10/2023. Upon contacting the clinic, I was informed theyve never received the referral so I had to pay everything out of pocket. I reached out to the *** referral office and they told me the referral was submitted but refused to send me a copy of it. After reaching out to the Corporate Patient ********************* I was told they were going to investigate and that it was very unlikely I would have to pay. But within a couple of days, they called me saying there was nothing they could do because Ortho ************ is not registered with ********** Blue Shield, which does not make sense as I had other visits there and there was no problem. Its clear that Atrius Health/ Harvard Vanguard is working on bad faith, trying to cover their mistake (did not send the referral, as the clinic said), and not sharing information or sharing misleading information. They made a mistake by not processing my referral appropriately and they need to pay for it, not me.

  Business Response

  Date: 10/18/2023

  Good morning, 

  We apologize for any miscommunication regarding this matter.

  We have been in touch with the patient, and it is our understanding the referral team is still working diligently to resolve this matter for the patient. 

  We have requested an update and will be in touch with patient directly in follow up. 

  Best, 

  Patient Relations Team

  Customer Answer

  Date: 10/20/2023

  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
  

  I did not get a satisfactory answer. I did not receive my reimbursement. 

  
  Regards,

  Marco

   

   

• Initial Complaint

  Date:06/19/2023

  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 discussed a second preventative visit with my health care provider (the doctor) and they indicated that a second preventative visit could be scheduled and coded accordingly due to my circumstances. This visit occurred on Dec 30, 2022. The visit was a short telehealth visit. During the visit I confirmed a second time with the provider this would be coded as preventative so it was 100% covered by my insurance. The doctor agreed and indicated in the medical notes for their billing department that it should be coded as such (i.e. preventative, Z-100 billing code). The Atrius Health billing department miscoded the visit as diagnostic and billed me $380. I reached out to my doctor on Jan31 upon receiving the bill; the doctor agreed it was in error and said they would discuss with their billing department. I have since discussed the issue with their billing department who indicated the doctor has not resubmitted the bill to them so it can be coded as preventative. I have contacted my doctor, and the billing department 6 times and each time I am assured it will be resolved; however I am still receiving bills in June. I am being informed this will be going to collections soon, but the visit was 100% preventative and needs to be resubmitted correctly to my insurance provider so they can issue payment. I cannot afford, nor did I agree to a diagnostic visit (where nothing was diagnosed in Dec). This is a issue and the hospital keeps telling me it's resolved, but then continuing to bill me. I need the BBB to become involved. I have emails that indicate the visit should be coded as preventative and the Atrius Health billing department is refusing to review them.

  Customer Answer

  Date: 06/30/2023

  I have tried to contact the business several times (~6) to resolve this issue and they have not responded. The billing department indicates the doctor needs to change the notes. The doctor (as you can see in the images emails) indicates they have but that billing needs to review again. And finally *** opened a complaint with the companys patient services group to resolve the issue and was assured they would code the apt correctly as preventative (thus billing $0) but it still hasnt occurred. I need your assistance. 

  Business Response

  Date: 06/30/2023

  Hello, 

  We will have our ****************** review and follow up with the patient directly to address this matter. 

  Thank you, 

  Patient Relations

• Initial Complaint

  Date:02/27/2023

  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.

  Summer of 2022 I was having financial problems and fell behind on payments of my medical bill with Atrius Health (Harvard Vanguard Medical Associates, **************** I owed them approximately $300 for copayments and deductibles (this is what I could see on MyChart patient portal). A few weeks after my last payment, I received a bill from Atrius Health asking me to pay more than $2,000. I called to inquire because this was a lot more than I had seen on the patient portal. The person in billing said that I was now responsible for the amount that I owed them from 10 years ago (apparently, they had sent this amount to collections but I was never aware of that). I tried to negotiate a payment plan but they refused and demanded that I paid it all in full. They threatened to discharge me from their practice. I explained to this person that I had a long standing relationship with them and could not afford to pay that much money. A few days later, I received a letter from Atrius Health discharging me from their practice. I moved on and found a new primary care provider. The main reason why I'm submitting a complaint today is because I needed to check my patient portal for Atrius Health to find out how much I paid in medical expenses for my tax year 2022. I just realized when logging in that they blocked my access to MyChart portal. I received a message that my account has been disabled. This is very upsetting because I have a right to my medical information and I don't feel is right that they can block my access to important health information. Atrius Health needs to restore my access to MyChart patient portal.

  Customer Answer

  Date: 03/12/2023

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

  Business Response

  Date: 04/05/2023

  Hello, 

  We will be in touch with the patient directly to address any outstanding questions or concerns regarding this matter. 

  Thank you, 

  Atrius Health

• Initial Complaint

  Date:02/16/2023

  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.

  I have been trying to get my medical records since 2021.They refuse to release them, I've followed all there criteria to expedite this matter. My next step will have to be a court order.

  Customer Answer

  Date: 02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service 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 a new patient the professionalism of the care team is deplorable. Per my doctors request to notify her 4 days before my prescription expires that was our agree so I can get it on time. The people on the care team do not read files or contact the doctor who has done it. This has happen more than once where they dont read the patients information on what they are messaging them about . No one has apologies. I am standing at the pharmacy in pain on Friday waiting for my prescription they didnt care to read my recorded to send it over. Now I have to suffer in pain until the next business day of 1-22-2023. This inexcusable. Now I have to wait until two business days. I tried to call patient relation the building is closed I have to wait on Monday to get any type of communication in regards to there neglect. They are responsible for me if I fall and hurt my self. Todays date January 20 2023 @10;18pm

  Business Response

  Date: 02/06/2023

  Good morning,

  We have contacted the patient to discuss and address her concerns. 

  Thank you, 

  Patient Relations

  Atrius Health

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

   

• Initial Complaint

  Date:12/30/2022

  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 am receiving a bill from Atrius health for $602.00. As of June 22, 2022 at 11:50 am my balance showed as zero. I have not had a visit since October of 2021. I want them to stop trying to collect when there is no balance due. I will send a screenshot from their online system showing my balance is zero.This is the person that I have been dealing with.*****************************, MBA (she/her) | Patient Relations Director Atrius Health | **************** | ***************************************** | ************************ Phone ************ | Fax ************ | www.atriushealth.org Email: ******************************************

  Business Response

  Date: 01/10/2023

  Good morning, 

  The patient filed an appeal with her insurance company regarding coverage for services rendered. We assisted her in submitting the necessary information. While the appeal was pending, the balance that was determined to be her out-of-pocket expense was moved back to an insurance pending balance. 

  It appears the patient's insurance company has denied the appeal and the balance was moved back to reflecting on her account as the amount she is responsible per her insurance company. 

  We have offered to set up a three-way call with her insurance company and the Director of Billing to attempt to assist the patient in resolving this coverage matter. This would be the recommended next step. 

  Thank you

   

  Customer Answer

  Date: 01/10/2023

  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.]
  I never filed an appeal with ********** and Blue Shield.  Atrius has been terrible getting information and codes to ********** and Blue Shield.  I looked at my account in June and the balance due was zero, it didn't show anything pending. I have spent way too much time and energy on this. 
  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:10/19/2022

  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.

  I saw Dr. ********** in orthopedics at Harvard Vanguard Health Center. **************** was condescending and dismissive. He refused to listen to my concerns and when I dared to cry in his office, he stated that "Oh no, we cannot do this in a loud voice." Startled, I said, do what? He said, yell at me. I said that I am not yelling at you. I am simply upset and in pain. I am unable to do my job and unable to play with my children. Why would I yell at you when you are here to help me. I am simply emotional due to the severity of the pain. He shared that bursitis does not cause this level of pain and he would not be giving me another injection. I stated that I did not ask for one. I simply want to get to the bottom of why I am in so much pain. He went on to say that he dis not know but my exam was consistent with the last one and that he would refer me to the pain clinic. I said I will happily take that referral but what if this is not bursitis, what about an MRI? I then shared my opinion that he had been rude, and condescending with me for the entire visit. I asked him if this was due to the color of my skin. He shouted at me NO and how dare you imply that. He jumped up from his seat and began to berate me. I left the office with him calling after me that he would order an MRI. It was by far the worst medical experience of my life. When I went home, I looked on-line at his reviews and so many mentioned the same exact issues that concerned me, condescending attitude, inaccurate diagnosis, lack of empathy. I cannot believe that Harvard Vanguard has not received many complaints about this doctor. No one deserves to have the kind of treatment that I experienced today.

  Business Response

  Date: 11/10/2022

  Good morning, 

  Our Director of Patient Relations contacted the patient on 10/20/2022 to discuss her concerns and apologize for her experience. Patient 

  The chief of the department was notified and the patient was provided an appointment with the chief to follow up on any outstanding clinical concerns and further discuss her experience.

  We will follow up with the patient to confirm that appointment went well and her concerns were appropriately addressed. 

  Best, 

  Patient Relations Department

   

  Customer Answer

  Date: 11/10/2022

  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
  

   

  Thank you for this response.  *********** did reach out to me and apologize.  However, the complaint has not been resolved.  I asked specifically for this Dr. to be removed from my record and his subjective and insulting comments to be removed from my file.  He referred to me as hysterical in his notes which will prejudice any other physician.  I was not at all hysterical and further tests, done by other health care professionals have revealed conditions that he missed by not being thorough and by his inaccurate belief that the pain was in my head.  Last, I asked for a refund of all of the money that I spent with this physician as he did not diagnose me properly and did not order appropriate tests to reveal the many health issues that have now been revealed by others.  He caused me to experience pain longer than I should have and inflicted severe trauma.  

   

   

  
  Regards,

  ****

   

   

  Business Response

  Date: 11/10/2022

  Thank you for the additional information. 

  We will contact the patient directly to further discuss this matter and find resolution regarding these outstanding issues. 

  Thank you, 

  Patient Relations Department 

• Initial Complaint

  Date:10/11/2022

  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.

  This is an insurance problem with ******** Advantage United Health, Atrius Health andHarvard Vanguard in **********. Late last winter and into the spring, I was being seen for frozen shoulder. I had several visits with an Orthopedic Specialist. One of those visits was on April 27, 2022. I am being charged $238 for the office visit but all other similar visits were covered. I have tried since April, and at least once a month, to clear this issue up. When I call Unitted Healthcare, I can only get as far as the first customer service agent who answers and they can only make notes and send it to another office for review. There is no way to speak to anyone else. I called Harvard Vanguard and they tell me to call United Healthcare and United Healthcare tells me to call Harvard Vanguard. Can you please help?Thank you,*****************************

  Business Response

  Date: 11/01/2022

  Good afternoon, 

  The claim has been submitted for reprocessing.  It is not clear to us why the patient's insurance did not cover this initially. 

  We have since been in touch with the patient directly to advise this is still pending with her insurance company. She reports being appreciative for the follow up. 

  Patient has our direct contact information for patient relations and can contact us with any further questions. 

  best, 

  Patient Relations Team

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

   

   

   

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/31/2022

  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.

  I was in a very bad accident in December of last year. I was assigned mass health after the accident and had to choose a new provider later on. I chose Harvard Vanguard. I made an appointment to have my surgically repaired spine checked out post surgery. After a couple of appointments with Harvard Vanguard they finally made an appointment for me to see spine specialist. Five weeks later when I finally have that appointment, it was not with a spine specialist, it was with the physicians assistant. She told me they would determine whether I needed to see a spine specialist or not. Now mind you, I have two titanium rods and 10 screws holding my spine together and this was just a couple of months after the accident. Im pretty sure I needed to see a specialist since all my doctors told me I needed to see a specialist. And after my ***************************************************************************************** When they got back to me they told me they didnt have anybody who could look at my back and that I needed to make an appointment back with mass general in my original surgeons. Well this took me another 5 to 6 weeks to get so it was at this point almost 3 months before I got to see a doctor. They continued to **** the insurance company for all of my visits. Again, none of which were with an actual doctor. Then they sent me a **** when I finally switched out of their terrible organization. This was one of the most atrocious experiences Ive ever had in healthcare. They do nothing but **** you as much as they can before doing anything for you

  Business Response

  Date: 08/01/2022

  We are required to **** for medical services provided to our patients. 

  Patient was seen by a qualified medical provider and apologize if there was any misunderstanding regarding the provider's credentials were not clarified at the time of scheduling. 

  Patient has since been in touch with our ****************** regarding account balances.

  Patient has also been advised to contact insurance regarding his specific coverage plan. 

• Initial Complaint

  Date:07/19/2022

  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 feel that Atrius (now Optum) overcharged its services at least twice.On March 15 2022, I was seen by an Ear, Nose and Throat Physician because of chronic nasal congestion. After a few questions and a brief examination, followed by a quick look into my nose using an endoscopy device, a septoplasty was suggested.I was later on very surprised to receive a **** of $518.00 for "Office Visit" and a **** of $563.00 for "Endosc - Nose, Diagnostic", hence a total of $1,081.00 for this short consultation.On September 8 2020, I was seen by my ******* Care Physician during a regular office visit. A small plantar wart was discovered and removed by freezing it. It was a very simple 3 seconds procedure that I could have done myself using a $10 standard freezing kit.I was later on very surprised to receive a **** of $295, on top of the cost of the visit.In both instances, I feel that these charges were not only excessive but also completely unexpected because I was not told they would be additional.When contacted, Atrius justifies these costs by saying they do it because the insurances allow it. As a result the extra costs are passed on to the patients, resulting in large premiums and deductibles.I have mentioned this matter to the **************************

  Business Response

  Date: 08/01/2022

  According to our ******************* we have removed the duplicate charge and patient has been notified. 

  Please advise patient to contact us if there are any outstanding questions or concerns. 

  Thank you!

  Customer Answer

  Date: 08/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************