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Business Profile

Investigator

Intertel, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/28/2024

    Type:Order 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.
    They call at least once a day asking me to tell them if a patient has been at my office. They fax over a "HIPAA" form that is not an actual signed paper by the patient just a form of them requesting patient status. They claim to be from an insurance company which they are not
  • Initial Complaint

    Date:07/09/2024

    Type:Sales and Advertising 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.
    We continue to keep getting phishing calls from Indian-sounding individuals in an attempt to get patient information. They will call multiple times a day and harass us with requests for patient information for individuals who have never been treated at our practice. No matter how many times you ask them to take you off your calling list, they will continue to call. They falsely claim that they are calling on behalf of insurance companies, but every single one of the dozens and dozens of calls they've made have been for nonexistent patients. I'm not sure what they get out of it, but they are clearly phishing for information.
  • Initial Complaint

    Date:01/31/2024

    Type:Customer Service 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.
    Intertel continues to call an emergency line to harass us for patient information. They call multiple times a day preventing patients to use our emergency line. We have informed them that this is an emergency line and have requested to speak with a supervisor, to which we have been ignored and continually harassed.
  • Initial Complaint

    Date:10/27/2023

    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.
    Our business is harassed multiple times weekly to check for patient fill histories. 100% of the requests are for patients not at our pharmacy. No way to verify if calls are legit and if HIPAA compliant. They do not represent PBMs or any common health insurance companies. We have requested signed forms for release of HIPAA related information and have received none. All calls sound like telemarketers from ***** and no one can remove our number from their call list. Any insurance company should already have the information they request readily available and know where their patients fill their prescriptions. What they are doing is phishing for information and is disrupting and harmful to the healthcare profession.

    Business Response

    Date: 11/02/2023

    Intertel has a long history of providing medical canvassing services to major insurance carriers, Third Party Administrators (TPA), government agencies, and defense council counsel working on behalf of the insurance carrier or TPA to validate medical information or discover undisclosed medical treatment history as it relates to the processing or payments of open insurance claims.  ************ has always operated within the framework of and compliant with HIPAA and HITECH. The information we are seeking (Have they filled/used your services; if so, when?) is well within HIPAA regulations and our clients permissibility to obtain, and we provide the necessary PII (Personal Identifiable Information) to de-identify the claimant/patient for each inquiry we make.  We do not ask for or nor obtain any detailed information regarding the filled prescriptions or treatment rendered.  We also have a separate record retrieval service that will submit a request for medical or prescription records with the appropriate documentation, a signed HIPAA authorization or subpoena, to obtain the detailed medical history for our client if they deem the information from the treating location is of value to the claim or litigation. There may be some confusion from the customer about the services here and the information being sought but, as provided above, the information sought by Intertel through its medical canvassing service is not prohibited by HIPAA and Intertel maintains processes and procedures to ensure HIPAA compliance. 
  • Initial Complaint

    Date:04/25/2023

    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.
    This company calls pharmacies and asks HIPAA-protected information about if a patient has been there before. They give a patient name and ask if they have been there before. They claim they work for some insurance company, but an insurance company would already have this information. When I tell them this is HIPAA-protected information and I have to have a signed release of record form from the patient, they fax a blank release form that has not been signed by the patient. I tell them it is not signed, and they say, "Well, can you still go ahead and look the patient up?". I'm not sure what they are attempting to gather, but any name they have ever given me has never been a person that has been to my pharmacy. I have seen hundreds of other pharmacies say this is happening there as well. This company is up to something, just not sure what, but they can not call random pharmacies asking if someone has filled there before with no approval from that patient.

    Business Response

    Date: 05/25/2023

    Intertel has a long history of providing medical canvassing services to major insurance carriers, Third Party Administrators (TPA), government agencies, and defense counsel working on behalf of the insurance carrier or TPA to validate medical information or discover undisclosed medical treatment history as it relates to the processing or payments of open insurance claims.  This service has always been within the framework of and compliant with HIPAA and HITECH. The information we are seeking (Have they filled/used your services; if so, when?) is well within HIPAA regulations and our client’s permissibility to obtain, and we provide the necessary PII (Personal Identifiable Information) to de-identify the claimant/patient for each inquiry we make.  We do not ask for nor obtain any detailed information regarding the filled prescriptions or treatment rendered.  We also have a separate record retrieval service that will submit a request for medical or prescription records with the appropriate documentation, a signed HIPAA authorization or subpoena, to obtain the detailed medical history for our client if they deem the information from the treating location is of value to the claim or litigation. There may be some confusion from the customer about the services here and the information being sought but as provided above, the information sought by Intertel through its medical canvassing service is not prohibited by HIPAA and Intertel maintains processes and procedures to ensure HIPAA compliance.

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