Complaints

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

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  CoreLife, Inc.

  821 W Benfield Rd STE 3 Severna Park, MD 21146-2220

• 

  CoreLife, Inc.

  579 Baltimore Annapolis Blvd Severna Park, MD 21146-3809

• 

  CoreLife, Inc.

  354 Mountain Rd STE G Pasadena, MD 21122-1158

• 

  CoreLife, Inc.

  6700 Race Track Rd Bowie, MD 20715-3009

• 

  CoreLife, Inc.

  9607 Reisterstown Rd Owings Mills, MD 21117-4129

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:08/14/2024

  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 went to Corelife on April 18th, 2024, at the recommendation of my mother. God knows I would give anything to have never gone. The day of the appointment, I paid the $35 copay, and did the assessment. I had no availability in my schedule, so I was unable to schedule any future appointment and I never went back. I had given Corelife my insurance card as requested, and at no time between April and the time I got sent this $513 bill did Corelife ever contact me and say that my insurance has denied to cover my service.I called Corelife asking why did I get this bill, the answer was ************** said they would cover this service, and then they denied the claim. I called my insurance who said, We only cover weight loss surgery. I was not a patient looking for weight loss surgery. I had come in for an initial assessment to work with a dietician/nutritionist/exercise specialist, and this is reflected on my bill. I called Corelife and told them. They said, It must have been a miscommunication then. We thought they covered all weight loss management. I asked what should I do, considering I still have that big bill. We can help you make a payment plan, but otherwise we cant do anything. l spoke with my insurance again, and they told me to try to appeal, which will require a reference number and information from Corelife. Called corelife back, and theyre just plain RUDE to me, as if Ive done something wrong in my pursuit to rid myself of this unfair bill!! Whole time theyve taken my money and refuse to help! The representative didnt even want to help, she was trying to get off the phone the whole time. I was on the brink of tears, so sad, anxious and crying because I dont have $513 just sitting around to pay. I didnt even receive the right info to file an appeal. I trusted Corelife. Horrible experience, even the lady at the front desk of the office was super dismissive. I just want the balance wiped, and I will stay gone.

  Business Response

  Date: 08/20/2024

  Good Morning,

  The health plan does not cover obesity and that should have been disclosed in the policy documents. The health plan processed the claim accordingly and made $513.00 the patient's responsibility. This should have also been reflected in the *** that was received.  Payment plans are available.. Payment in full is not required.  

  Customer Answer

  Date: 08/25/2024

  I called the direct office line directly, and they offered to greatly reduce the bill. The response given online here at the BBB is a complete and utter ***** of the any and all accountability, and is ignoring the fact that two different employees both told me that my insurance communicated to them that this service would be covered when that clearly turned out to not be the case. In the future, it is my hope that such instances are handled with more grace and effort than just our mistake, heres your $500+ bill!.

• Initial Complaint

  Date:04/12/2024

  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 started going to CoreLife in July of 2022. At my first appointment, I was told that the service was covered by my insurance. I began appointments with all 4 specialists at least once a week. Never once was I told I owed a co-pay or any payment at any of these 30+ appointments. 6 months later I received a bill for over $3000. Had I known the price of these services up front I would have never scheduled so many appointments. I was under the impression that my insurance covered it since A) I was told that and B) no one ever asked me for payment. This bill is now in collections and will affect my credit report. However, I find it absurd and feel scammed out of this money due to their lack of communication and quite frankly, unethical practices. It seems I am not alone as I have read several other complaints and reviews with similar stories.

  Customer Answer

  Date: 04/12/2024

  These are the bills I have received from a collection agency on behalf of CoreLife. 
  

  one for $713.83 and another for $1973.52 totalling 2,687.75. 
  

  I have also attached proof on my bank statement of  3 payments of $100 each that were paid in office and over the phone prior to the business closing its PA offices bringing the original total to $2987.75. 

  Business Response

  Date: 04/15/2024

  Ms. ******** balance is not due to unpaid copays, but the fact she had not met her deductible. The services provided by ******** were in fact covered which is the reason they were processed towards her deductible. Statements for the amount due were sent to the address we had on file. Ms. ****** should have also received **** from her insurance company for these visits. We found out on February 3, 2023 when Ms. ****** contacted our billing department that she had moved and did not receive her statements, but should have. During the call she asked for a payment plan of $100/month. She only made one payment towards the payment plan and that was the day it was initiated. . 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21565590
  
  I am rejecting this response because: this does not explain why I did not receive statements or communication of any kind between July and September (before I moved, during services) in regards to any payment due or not met by my deductible. I did not receive **** from my insurance company claiming I owed any money to CoreLife for these services and received zero communication about any dues from CoreLife until the first bill received in November of 2022 5 months after I had begun services. Had I received communication in July about cost of services, I would not have racked up $3000 worth of services. After speaking to the billing department in February 2023, I received zero written communication regarding any form of payment plan/contract/etc. and was not contacted directly by CoreLife again in any manner. 

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

  Business Response

  Date: 04/22/2024

  This appears to be the same response we have already addressed. We do not have any record of Ms. ****** requesting a payment plan. Every time she contacted our billing department she advised payment would be made. We sent statements to the address we had on file. If she did not receive them, we are happy to send them to her.  Please provide us with the current address. We are contractually obligated to collect what her insurance deems patient responsibility. 

  Customer Answer

  Date: 04/27/2024

  I am not satisfied with the businesses response (that really lacked any clarification of the issue). They refused to explain why it took 6 months for me to receive any form of notification regarding due payments. They claimed a payment plan was initiated and then later said there was no payment plan. 
  

  The complaint can remain closed but I do want people to be aware that this business will not communicate with you and then charge you a fortune and buyer beware. 

• Initial Complaint

  Date:02/15/2024

  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.

  Referred to this location and place for weight questions/support. I called, they said they were in network with my insurance and I would only owe a co-pay. This was a lie. A flat lie. And I have had corporate reach out to state they will have better training for front desk staff. 364$ for one visit in which I learned absolutely nothing, was not treated for anything is fraud. I spoke with corporate and they apologized. An apology is not worth 364$. I work in healthcare and surprise billing like this is not supposed to happen. You inform your patients. They tried to get me to schedule another appointment after my first, because I would only be paying a co-pay. Good thing, I never made another appointment. I am only writing this to inform others of the fraudulent business that is being run under the disguise of helping. You have been aware of this problem and yet your only solution is to educate your staff.

  Business Response

  Date: 02/16/2024

  This patient has an insurance that is in network, however she does not have obesity coverage. Obesity codes were billed appropriately by our Nurse Practitioner (we are an obesity clinic). However, the patient did sign the 2023 waiver that states she is responsible for knowing her insurance coverage and there could be limitations and exclusions. Verification of Benefits showed that obesity was not covered and the patient was made aware at the time of confirmation.  She has since spoken to our Director of Operations and has set up a payment plan. She does not plan on returning to the program. 

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21296517
  
  I am rejecting this response because: This is a blatant lie. I was not made aware of being responsible for over 350$ worth of charges for one (1) appointment where I was not treated for anything nor given any new information. This is called fraud because unless you have your cost sheet printed and given to each customer, which you did not, you did not make this patient(myself) aware of the cost of the appointment. Also, multiple of your front office staff said I only would pay a copay. You said you would re-educate staff. You knew about this problem, obviously, and have not fixed it. Do not give false information about this subject. If you state I only *** a copay after I have given you my insurance information I would suspect you would have checked said insurance. You are supposed to be a respected established but you are scamming people out of money. Hence why you attempted to get me to make a followup appointment several times before I was billed. You are running a scam, if you know of an issue, you fix it. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/23/2024

  Our providers perform a clinical assessment for our patients and based on the clinical need, produce a plan of care based on several clinical factors.  While we understand your concerns regarding your bill, no care plan produced by our providers is given in a way to "scam" a patient prior to receiving a bill.  When we verify benefits we make a general assessment of your insurance plan.  Any information you may have been given regarding a co-pay or any out of pocket coverage is based on general coverage criteria given by your insurance company prior to full claim adjudication.  The statement as given by you insurance company is typically that these are benefits based on the information given and is never a promise to pay.   We are happy to have a conversation with you further if needed to explain how this process works.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21296517
  
  I am rejecting this response because you should provide a cost sheet for services to all patients. You can email me that cost sheet at your earliest convenience. Simple, easy, and then inform each patient that each visit can cost upwards of 350$. I would never had made an appointment if I knew this. This is an astronomical amount to be charging for a service that was subpar, along with the audacity to tell me I would only owe a copay. None of the other information was relayed. You guys are a scam, and I hope the community sees that. I have been to many places that are upfront about costs. You guys are not. Sad that you feel you can take advantage of patients who are reaching out about weight. You claim you are an obesity clinic, but your site does not say that. And you seem to want to use that as a slander or to make me feel bad about my complaint. I do understand the process, I am not sure you do. Feel free to call me. 

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

• Initial Complaint

  Date:06/07/2023

  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 began CoreLife in October 2020 at the ****** location. During my visits I would see the nurse and or the dietician. Before or after each visit, the receptionist would settle my payment/account. I used either my benefit's card with P&A Group or my checking or credit cards for payment. At one point I was told I had a credit of $40. In the beginning I would see them biweekly up until 2022, when my visits became monthly. This continued up until they changed locations from ******, ** to ************/********, **. In November 2022 I received a multiple bills in the mail dated all the way back to 2020. Charges ranged from $10-$40. By the end of 2022, I had multiple statements coming to my home with charges that were 6 or more months old. At no time during my visits or in any phone or email communication did Core Life staff EVER communicate to me that I had any outstanding or unsettled payment. When I called in November 2022, I was informed that they would fix the bill. However, I only received more bills and a notice from ***************************************. I have reached out multiple times via email and telephone to speak to a representative from CoreLife. As of today, no one has ever reached out to me to correct this or settle this matter. I have never heard of an establishment that sees patients regularly and fails to notify them of incorrect charges or has a system that does not charge patients correctly. At this point I feel as if Core Life is operating fraudulently if they are charging patients initially, then sending them bills 1-2 years old.

  Business Response

  Date: 06/08/2023

  Good Morning,

  Thank you for taking the time to speak with us today. I am glad we were able to clarify and explain the balance. Best of luck to you and your baby. We look forward to seeing you when you are ready to return .

• Initial Complaint

  Date:05/12/2023

  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 started CoreLife way back in July 28th 2021 and I had to pay a copay of $10 at every visit. Six months after my last visit I was called by a collection agency and they informed me that I'd have to pay $900. I called the clinic and they told me it was only for $320 (my last uninsured visit) When someone from CoreLife finally reached out they informed me I'd have to pay BOTH. When I asked why they said that I was supposed to pay $10 for EACH visit with the dietitian and the nurse. Even though I never received a bill prior and no one from my insurance or from CoreLife told me I had to do this.
  
  I have a statement/bill from the clinic that says every visit was paid for except the last one, and no one at the clinic has ever heard of anyone of the patients needing to pay TWO copays, one for the nurse, and one for the dietitian.
  
  The attached bill is a PDF from the clinic.

  Business Response

  Date: 05/12/2023

  Thank you for taking the time to speak with us today, Mr. *******. Per the conversation, you have been removed from collections and we are sending an updated statement to you. 

• Initial Complaint

  Date:03/29/2023

  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 was a customer at Core Life for a few months. I was told my insurance covered the costs and was never asked to pay a copay and never received a bill until a year after I was seen. I received a bill in the mail for $80, the first and only bill in December (check cleared 12/30/22). The bill was paid even though I don’t think it was fair but I got a phone call today from a debt collector. This company never called me about a bill and now my credit has been negatively impacted. I have a perfect record when it comes to paying my bills and this company irresponsibly has now hurt me.

  Business Response

  Date: 03/29/2023

  Patient's payments has been received and posted to her account. Patient has been removed from collections. 

  Customer Answer

  Date: 03/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I appreciate that they have received my payment and removed me from collections but my issue is that I was sent to collections at all. The first bill and only bill I received from Core Life was paid right away. There was never any reason to submit my information to collections. I feel the business is irresponsible. A person should receive a phone call or multiple letters before being sent to collections as this negatively impacted my credit score for no reason. I have no past due payments and I feel this business should do a better job communicating with past clients. The additional frustration is that while a client, I was never asked to pay a co-payment and was led to believe my insurance covered the cost of my visits. 
  
  
  Sincerely,
  
  
  
  Julene **********

  Business Response

  Date: 03/30/2023

  We sincerely apologize. We verify benefits prior to seeing every patient. When benefits were verified, we were advised by Ashley L (call reference * ************ there was a $0 copay.

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  If I had $0 copay then why was I charged $80 and sent to collections on a paid bill? 
  
  
  Sincerely,
  
  
  
  Julene **********

  Business Response

  Date: 04/11/2023

  Again, we want to apologize for any inconvenience. We are obligated to bill you for what the insurance deems your responsibility. You have been removed from collections. Nothing has been reported to the credit bureaus, therefore your credit should still be in tact.  We are happy to discuss further if you would like to give us a call. 

  Customer Answer

  Date: 04/11/2023

  
  
  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,
  
  
  
  Julene **********

• Initial Complaint

  Date:03/14/2023

  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.

  When I started with CoreLife, I provided them with my insurance (****) and was then charged a $20 copay at every visit (which I was led to believe covered all services that I received at that visit -- nurse practitioner visit and nutritionist). I was never told that the two services each had separate copays. Again, only a $20 copay was collected at every visit.
  
  Now, over a year later, I am receiving past due notices in the amount of $200+. CoreLife should have been more forthcoming about the charges I would incur at each visit. After speaking to a CoreLife representative, I was told that they had no idea why I wasn't charged an appropriate copay at each visit, because "there was no EOB done."

  Business Response

  Date: 03/14/2023

  Upon reviewing Ms. ******** chart, it appears her insurance processed her claims for the Registered Dietician with a $30 copay. Providers are not always aware of how a claim will adjudicate.  If CoreLife would have known each claim would process with a copay, that information would have been provided to the patient. We will contact Ms. ******** to explain this. 

• Initial Complaint

  Date:02/27/2023

  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 began going to Corelife in July of 2022. I spoke to the office personal and was assured I would only be charged a $20.00 copay to see the nurse practitioner, that the Nutritionist was completely covered and would be no additional cost. I received a bill for $400 in October and was told my insurance was not covering everything. I spoke to the office manager and this was cleared up. I once again received a bill in November, I spoke on the phone to the office manager on 12/6/22 and was under the impression this was cleared up. Now they have sent me to a credit collector for varying amounts of debt. As of 7/13/22 they say I owe $6.06, as of 7/27/23 they say I owe $30.00. As of 8/3/22 they say I owe $50.00 and as of 8/10/22 they say I owe $30.00. It makes no sense. I would never have seen the Nutritionist if they had told me it was additional. I really just wanted to see the Nurse Practitioner. I also mentioned to them that I heard other people discussing similar problems when I was in the office.

  Business Response

  Date: 03/09/2023

  Ms. ************ received multiple statements due to unpaid copays. Her insurance misquoted the benefits to CoreLife and charged her a copay for each provider she saw on the same day. This would also have been reflected on the explanation of benefits she received from her insurance. Since the benefits were not accurately quoted, we have adjusted her balance and removed her from collections. 

  Customer Answer

  Date: 03/11/2023

  
  
  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,
  
  
  
  ********* ***********