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:02/29/2024

  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 work for and also have insurance provided by ********************. ******************** weight management partner is Corelife and accepts variety of health insurance plans. I went to Corelife in ************ location several years ago and had no issues at all. I received a call from their Germantown location office manager in November of last year asking if I want to restart visiting Corelife (************ location was out of business). I agreed and gave my insurance info and office manager verified my insurance coverage for services. It was verbal, nothing in paper. I also called my insurance and verified that mental health professional and exercise coaching services were not covered. Consequently, I did not sign up for those two services.I had my first comprehensive visit with Nurse practitioner (NP) on 12/05/2023 and two following visits with registered dietitian on 12/13/2023 and on 01/10/2024. I received my bill and $741.24 is my responsibility; insurance didnt cover anything due to billing error made by the *** Insurance representative said there were two diagnostic codes attached to my bill: first for BMI equal to or higher than 30 and second for obesity. Turns out, insurance doesnt cover for obesity code, and BMI code submitted already means obesity. So I was advised to contact the provider to resubmit the bill without Obesity diagnostic code. Oncemy bill is adjusted and resubmitted, insurance covers all of it. Also, insurance representative told me that I am not the only customer dealing with billing problem with Corelife, and that there are other victims. I visited and spoke face-to-face with office manager, he said he would inform the ** about my issue. But after my countless phone calls and conversations with the office manager, NP is refusing to make any changes (per office manager). Office manager said that ** doesn't feel comfortable adjusting anything because after her schooling and education, this bill adjustment might mean that she is incompetent. What action can I take for my bill to be corrected and resubmitted? I am sure that I am not the only one experiencing this problem. I am *************************** might be partnering with wrong organization to help ********* team members with weight management. Beginning on March 1st of this year, Corelife's new partner in weight management will be MedStar Health which is even worse because ******* insured people will risk to be in the same situation as I am right now. Corelife ***************** phone number: ************ Corelife Corporate: ************** Thank you,******

• Initial Complaint

  Date:08/03/2023

  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.

  In march my son had his first appointment with this Salisbury office..before going and on website it states he would have trainer nutritionist etc. only after the app with the np were we told they had no nutritionist that it would have to be an over the phone visit and I would have to drive from my house in ******** to somewhere in ******** for the televisit to be legal..after making an appointment with a trainer we were told only after I called to confirm that they had no trainer. We did try the televisit with nutritionist and the link didnt work. After calling the office the receptionist said that happens all the time. Then we switched to the Berlin office where we were told all services would be provided.. 2 days before the appointment they closed the office. we were told in about a month or so we could make an appointment back at *********..this is about 10 weeks into trying to get this agency to provide the services advertised which of course they did not do..I have emailed them 3 times asking for an email to explain why I am being billed $309.. of course once again no response. I should not have to pay when they knew very well before the first appointment they would not provide the services advertised.

• Initial Complaint

  Date:05/08/2023

  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 originally had an appt scheduled at the ********** location in 11/2022. I gave all my insurance information to the representative that called me to make the appointment, and was told they would verify my benefits with my insurance and be in contact with me to review. I received a phone call stating my insurance covered the care I was seeking and I would have a $30 copay to see the provider and $40 to see the dietician but they would try to make most of my appointments together so that I would only pay the $30. Fast forward I was seen once in December 2022 paid my $30 copay and the $80 to have the breathing metabolism testing done. All my other appointments with the dietician had to be rescheduled multiple times on their behalf. Finally on 2/20/23 I received a phone call, from *****, to reschedule my appointment once again with the dietician. At this time she informed that my insurance actually did not cover their services and I now have a $500.00 balance. I argued this stating I was informed it was covered and that I would only have a copay of $30-40 depending on who I saw. She was able to see that the manager of the Waldorf location was the one who reviewed my benefits with me and is unsure why I was told it was covered. She stated she would look into and get back to me. I have yet to hear anything more but received the bill in the mail. I do not think I should be responsible for the bill due to their error in checking my benefits.

• Initial Complaint

  Date:02/15/2023

  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.

  My father and I began attending the Corelife office in *********, ** in summer of 2021. After talking to our insurance they gave us the breakdown saying every visit was a $20 co-pay, which included the nurse and the nutritionist. They said it was bundled under a single "office visit." I have this in an e-mail from them saying follow-up visits are $20 co-pays. I paid $20 per visit weekly through 2021, and into 2022. At a certain point in 2022 they started billing the nutritionist separately (without telling us, or billing us) which is a separate $35 co-pay. In December of 2022 we received bills in the mail for the first time - all with separate charges for nutritionist. The local office said our insurance misquoted them. Corelife billing says that isn't the case, that they had just been billing us wrong. In December of 2022 they filed ***** claims that were backdated July-December of 2021. We were misled and lied to regarding the cost of our time with Corelife. When they realized they could be billing us separately for the nutritionist, they started doing so without informing us, or without providing us with any bills until a year later. They just let it accrue and then hit us with a huge bill. We spoke to billing last a few weeks ago - they said we should pay nothing, let the rest of the claims clear and then they would contact us to "settle" the issue. They never contacted us and now have collections sending my dad and I a bunch of text messages. I have attached the e-mail from Corelife which breaks down the costs. My dad will be filing a complaint on here as well. We simply want them to cancel the debt - if they were honest about the costs in the beginning - we could have staggered visits and not paid even more money for time with a personal trainer. Instead we were misled.

• Initial Complaint

  Date:02/02/2023

  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.

  Dear BBB,
  
  I am in a difficult position as CoreLife Novant has sent me to collections and I have never experienced this before as I have excellent credit. I have attempted to dispute the charges with no results. The company does not return any of my calls. I am disputing the charges for several reasons listed below.
  
  1. I have documentation of multiple conversations with multiple people prior to receiving any services that I did not want to proceed if I would incur any costs. I was assured on multiple occasions that I would not. I did my due diligence to also speak with the insurance company prior and they could not talk with me without medical codes and CoreLife stated they were unable to give those to me. I refused the appointment at first. In these conversations, I reminded them of their duty to give me a "good faith estimate" as quoted by law. They did not comply, but reassured me no cost and so I proceeded. For more information on Good Faith Estimate visit ***********************.
  2. I was charged for an oxygen uptake procedure on 5/27/22. This is a false claim and potentially insurance fraud as I have explained multiple times that I never received this procedure as I refused it. The lady at the front desk in Ballantyne office, I believe named China, let me know I didn't have to say yes as I would incur a cost for this one, and so I refused. I was charged anyways.
  3. I have contacted the Ballantyne office and the head quarters office on multiple occasions to talk this through. They have not returned any of my calls or requests for a conversation, but promised to send my information to corporate. No contact back to me, except sending me to a collections agency, Wakefield and Associates.
  
  I have no idea how to fight this, it isn't the money that I am worried about but the way they deceived me and the way they are charging for things that are not true. Any help you can give me would be greatly appreciated.
  
  Sincerely, ******** **

  Customer Answer

  Date: 03/21/2023

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

• Initial Complaint

  Date:11/23/2022

  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 go into the Waldorf location, and they tell me that I have 3 free visits per year, and I wouldn't have to pay anything. After the visit, I get notified from my insurance that they filed a claim, and my out-of-pocket expenses are $300+. How did I go from 3 free visits per year, to owing $300+ on my second visit? I called the Waldorf location, and the receptionist gave me the number to their corporate office and to press 2 for their billing. Of course, no one is picking up the phone. I leave a voicemail with their corporate office and the recording said they would contact me within 48 business hours. It's been over a week, and I haven't heard back from them.