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:10/16/2024

  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 own a health care business and I have been using this company for my answering service for several years with no issue. Due to financial difficulty I had to cancel my service and the director emailed me stating there was a 90 day clause which is no issue. I then recieved an email stating that they did an audit on my account and although I received letter every month stating that my ACH transfer was successful and my invoices were paid they were not for the last year. They said it was a glitch in there system and my balance went from 0 to 4100. They also demanded I pay by Friday or seek additional late fees. I tried to call this director to rectify as this was an error on their part but he would not take my call and my emails were forwarded back to me. I also wrote the attorney general as this is bad business and their error should be their responsiblity.

  

  Business Response

  Date: 10/16/2024

  **Response to BBB Complaint:**
  
  Dr. Schultz has been a valued client of MedConnectUSA, and we sincerely appreciate the trust she has placed in us over the years. We did receive her request to cancel services, and we fully acknowledge the 90-day notice requirement stipulated in our service agreement, which is not being contested.
  
  Unrelated to this cancellation request, we recently conducted our annual audit of all accounts to ensure accurate client billing. During this audit, completed in recent weeks, we discovered an issue stemming from our transition to a new billing system in July 2023. Unfortunately, some clients' automatic payment information was not properly transferred into the new system. As a result, invoices were generated reflecting payments as processed, when in fact, no withdrawals were made from the clients’ bank accounts. While these instances are rare, our audit process is designed to catch such errors.
  
  In Dr. Schultz’s case, this issue meant that no payments were collected, despite invoices showing otherwise. Normally, we would offer clients the option to spread any outstanding balances over six months. However, given that Dr. Schultz is ending her service, we instead offered to waive the 90-day notice requirement, representing a savings of $481.50. We never mentioned any additional late fees in our correspondence.
  
  Although, per the terms of the automatic payment agreement, we could have debited the full amount from Dr. Schultz’s account, we chose not to do so. In fairness, we felt it was important to first alert her to the issue and request payment, since no charges had been made to her account for the outstanding amount. We are seeking only the amount due under the service agreement and have not added any extra fees. We take full responsibility for our oversight and have made a reasonable and fair offer to Dr. Schultz.
  
  An email explaining the situation was sent to Dr. Schultz on 10/15/24 at 1:48 p.m. She contacted our office approximately 30 minutes later, but I was in a meeting at the time. Had I not been unavailable, I would have taken her call, as I do for all of our clients. We have not experienced any known email issues and continue to receive hundreds of emails daily.
  
  Less than 24 hours later, Dr. Schultz filed this complaint without allowing time for follow-up communication. MedConnectUSA has been in business for over 30 years and, during that time, has never had a complaint filed against us. We pride ourselves on operating fairly and equitably.
  
  We have provided the services as agreed upon and expect to be paid accordingly. While we are unable to adjust the total amount due, we are still willing to offer Dr. Schultz the option to split the balance over six months via ACH payments without additional fees, should she consent.
  
  Sincerely,  
  

  Kurt Duncan

  Director of Operations

  MedConnectUSA

  
  

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22430161, and find that this resolution is satisfactory to me but as they found this through an audit a year and a half later this is much longer than necessary and causes the consumer unfair diruess. I still belive this is unfair billing practices as a 4000 bill is unreasonable to place on someone who was believed to be paying 200 a month for a service over a year and a half. I would still like to continue my complaint regarding this but will pay my bill over the 6 month period. 
  
  
  
  Sincerely,
  
  
  
  Dr. Kelly Schultz