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:10/02/2023

  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 received radiology services on 5/5/2023 at Berkshire Medical Center. On 6/10/2023, I paid the invoice from Advanced Berkshire Medical Imaging PC for $122.15 (acct #*********** by credit card via their online payment site, ***********.com. A receipt was received RE # ***************** confirming the payment and the payment hit my credit card. I continued to receive bills dated 7/5/23 and 8/5/23. When I contacted the phone number on the invoice for Advanced Berkshire Medical Imaging ************ multiple times all the representative kept saying is "the bill is not paid." They would not provide an email address to send verification of payment, so I had to mail the receipt information through the mail. It was stated that my account was placed on hold until resolution. As of today, four months after I paid the bill timely, I have not heard back from BMC/Advanced Berkshire Medical Imaging/epayitonline and when I login to epayitonline.com it still shows a balance due of $122.15. This is horrible customer service. I should not have to deal with such an inconvenient way to submit proof of payment and then unresponsiveness from those who are doing the research. This could also have an impact on my credit score. I am looking for prompt resolution. Thank you

  Business Response

  Date: 10/13/2023

  Hello,

  I'm sorry you encountered this issue with the BMC radiologist billing service, Advanced Berkshire Medical Imaging.  I reached out to a billing contact at Advanced Berkshire Medical Imaging to research this issue, she informed me that they found the problem which was a file issue within their system in June that impacted your payment.  I was assured that they found your payment of $122.15, and it has been posted to your account.  On behalf of ABMI billing service, I would like to apologize for this issue you encountered and the frustration that it has caused. 

  Thank you for reaching out on this important matter.

  Sincerely,
  

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

  Customer Answer

  Date: 10/20/2023

   
  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 very much for youre help on this matter. This company absolutely insisted that we never paid the bill in June. It was very frustrating. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/31/2023

  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.

  I received a bill in the amount of $133.86. The bill said to contact BHS to add it to a current payment plan. I have a current payment plan for a previous bill and I have been paying $25 a month toward it. In fact, two weeks ago I spoke with a representative who told me that because my bill have fallen under $100, I was taken off the payment plan but that she would reinstate it. I received a letter one week later from them telling me the payment plan was back in effect. So when I called today, I was told that I don't have a payment plan and that $96 was going to collections. I said wait a minute, I do have a payment plan, I just received a letter confirming it, and the woman on the phone said that no, I didn't and she was going to have to "pull that bill back" and put it back on a plan, along with the $133.86 I called about today. I have never in my life dealt with an organization so disorganized and dishonest. I want their records and accounting investigated. This is not my first issue with BHS, and I am CERTAIN it will not be my last. They have no right to turn over accounts that are on payment plans to collection agencies when the monthly payments are made consistently and on time!

  Customer Answer

  Date: 05/31/2023

  It is not. This is another bill from the same medical billing dept. being handled in a similar fashion. 

  Business Response

  Date: 06/21/2023

  Hello,

  Our representative misspoke when telling you that your accounts were taken off the payment plan because your balance fell under $100, we are very sorry for this error, and we have provided education back to our staff member.  We are reviewing your account activity and previous issue you encountered to ensure you have positive outcome going forward. Your payment plan is in good standing and again we apologize for any inconvenience.

  Thank you for bringing this issue to our attention.

  Sincerely,

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

   

• Initial Complaint

  Date:11/28/2022

  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 8/3/2022 my wife ********************************* had medical services provided to her by Nurse Practitioner ******************* of ********************** in ***, **. ********************** is associated with Berkshire Medical Center, and Berkshire Health Systems (BHS) performs their insurance billing. There was one bill for some medical services provided on 8/3/2022 that was properly sent to my insurance company *************** Shield Anthem, and it was processed and reimbursement was made. However, I have also been receiving a bill from BHS for a balance of $89.41 for some additional services that were supposedly performed. The Guarantor Number listed on statement is *******************.  I have made phone contact twice with BHS at **************. Most recently on 10/8/2022 I spoke with someone named *****. I was very concerned since BHS was threatening with Collections at that point. ***** determined that they had incorrect insurance information for my wife, so I gave ***** the most updated insurance information. I informed ***** that my wife and I have perfect credit and I take threats for collections very seriously since I don't want our credit negatively affected. ***** assured me that she would resubmit the bill with the correct insurance information and promised that the account would not be sent to collections. However, this weekend I received a notice from a collection company called **************** **** requesting an amount of $94.12 for medical services provided to my wife and the Account Number with them is ************. On previous statements from BHS it was indicated the total charge was $94.12, but an adjustment of $4.71 was deducted and I supposedly owed $89.41. I ask that you please look into this account for me, as Berkshire Medical Center/****** known for very suspicious billing. In years past they have balance billed me after my insurance company paid, billed me $100 after I had already paid off a large account, and also billed me for services that were never rendered.

  Business Response

  Date: 12/20/2022

  Hello,

  We have reviewed this account and found that a collection notice generated in error after we updated the insurance information per your call on 10/8/22.  There was an issue within our system that didn't recognize the insurance update, this has now been corrected. The account in question (********************) or date of service 8/3/22 in now showing a zero balance.   Please accept our sincere apologies as we strive to provide excellent customer service and regret that we fell short in this instance.

  Thank you,

  *****

  Customer Answer

  Date: 12/21/2022

   
  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. However I would like to provide the following information.  About 4 days after I filed my complaint with the BBB I received a call from ***** of Berkshire Health Systems.  She explained to me the billing problem that occurred since they did not have my current insurance information.  I provided the correct insurance information to ***** and asked that she resubmit my wife's bill for consideration by ********************** Shield.  ***** told me that I can go ahead and "toss out the bill" since I will never be billed again.  I told ***** that I never toss out any bills that I receive, and I would like for them to resubmit the bill and I will gladly pay what money I owe after my insurance company processes and pays their portion.  I have been an Investigator for the last 25 years, including an Investigator for the Special Investigations Unit of a local insurance company.  Based on my experience, whenever a medical provider is caught performing fraudulent billing they will respond that a computer error occurred and to disregard the bill that was received.  This is a common practice, and I have experienced fraudulent billing with Berkshire Health Systems on a few occasions over the years only for them to tell me that I can disregard the bill.  Hopefully this will be the last fraudulent activity that I catch them on, for their sake, since my wife is really no longer treated by doctors under the Berkshire Health Systems network. 

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/22/2022

  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 was sent a bill by Berkshire Health Systems. I made a payment towards that bill of $20. I made subsequent payments but received a bill again for the entire amount. I contacted the ******, and I was told that I had "several other outstanding balances" for myself and my daughter dating back to 2020, and that any payments I made would be applied to those balances instead of the current bill. I was in disbelief. I had no knowledge of any outstanding bills with Berkshire Health Systems. I had never received a bill for anything they mentioned on the phone! I told the person on the phone this and she began to argue with me, insisting I had received the bills and had ignored them, then proceeded to tell me I was "just blessed" that those bills hadn't been turned over for collection. I said how can I pay bills I don't know exist? This makes no sense. So apparently, if I try to pay the bill I now have in the amount of $103.09 (GN00034701) the payment will be applied to some mysterious other bills they claim I have, but have never been sent bills for nad have no knowledge of. The woman on the phone told me she would send me copies of the bills right away. This was 6 weeks ago, and I have still never received any such bills. Yesterday when I received the bill for $103.09, it said if I did not make immediate payment in full, they would turn it over to collections. But apparently I cannot pay this bill, because if I attempt to, the payment will be used toward paying off the other mystery bills they say I have but have no knowledge of having, this is ludicrous.

  Business Response

  Date: 12/21/2022

  Hello,

  We have reviewed your inquiry and found that the February of 2020 account in which your $20 payment was applied, did not generate a patient statement. This payment was transferred to another open account in which you received 3 statements and a letter. Our policy is to bill patients for their balance responsibility within one year of payment by their insurance, in this case BHS failed to follow that practice. We received your payment of $103.09 on 12/5/22 and have posted it to your account for date of service 8/04/22, this account now shows a zero balance.  We have provided education to the staff member that you spoke with in order to ensure a more positive customer service experience in the future.

  We would like to thank you for bringing this issue to our attention, if you have any further questions, please feel free to contact us directly, at 447-2915.

  Thank you,

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

   

   

• Initial Complaint

  Date:09/26/2022

  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 received a bill for 548.00 today going back to services received in June and October of 2021. I dont think its right the hospital is billing me now for services in June and October if 2021. How can you bill me over a year later? I'm also being billed for copays I already paid for appointments this year. The hospital CEO is *******************************. Your billing services are suspect and need review! Not only for me, but for other people, too. This is frustrating, unprofessional and unacceptable. Ill consider this resolved if this bill is adjusted in my favor because of your unprofessional and untimely billing pra. Very lackadaisical in the hospitals part. The hospitals phone # is **********.

  Business Response

  Date: 10/05/2022

  Hello,

  It is the practice of BHS to bill a patient within 1 year of services for any patient responsibility on an account. ********************** received statements because she had outstanding balances on 12 accounts. It does appear that the account in question for June 2021 did not have a statement generated until after 1 year later due to a system error.  The October 2021 account in question had a statement that generated on September 16, 2022 which is within our 1 year policy. 

  ********************** had credit balances on some of her accounts which were redistributed to her outstanding balance accounts as of 09/27/2022.  

  Currently as of 10/05/2022 the patient has an outstanding balance of $62.63 for an account that has a date of service 08/15/2022.   Her past accounts are up to date at this time. 

  Thank you,

  *********;

  Customer Answer

  Date: 10/05/2022

   
  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.
  
  Sincerely,
  
  ***************************