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Business Profile

Laboratory Research

Borg and Ide Imaging

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Borg and Ide Imaging's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 3 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:12/26/2024

      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 had a mammogram that is covered by by *********** ****** Insurance on 1/30/23. In 12/23, I began to receive electronic and paper bills from B and I's billing company in Chicago. After calling them, speaking with them at least 12 times (no exaggeration, speaking with my insurance company (*********** ******), the Billing company said that they submitted the code in error and I would no longer receive bills for this date of service. Last month, I received another paper bill for the same $250 billed incorrectly for the same date of service. Today (12/27/24), I have received another electronic bill for the same date of service. My stress over this lack of resolution is making me sick. The Billing Company for Borg is ***** ******* ****** ******** ** *****. phone number ************* I am on a hampster wheel. After many phone calls, I cannot get them to resolve this bill. My insurance company told me to find another provider. Sad that I need to find another provider because the billing can't get corrected. And if I was someone who didn't have the stamina to fight this, they might just pay a payment that they do not owe. This is fraudulent or inept from my point of view. Please help. No matter who I speak with or call at Borg Billing, they appease me and tell me that I won't receive any additional billing, and then the incorrect bill appears again. Bill detail : *****- Screening Digital Breast. My insurance covers mammo screenings. I have another mammo screening in 2024 (same provider, same diagnostic procedure) with no billing issues.

      Business Response

      Date: 01/08/2025

      This is to confirm we have
      reviewed all aspects of Ms. *****’ complaint. Ms. ***** was seen at Borg
      & Ide imaging on 01/30/23 for a mammogram with
      digital breast tomosynthesis. Due to a technical
      issue with how the claim was entered into the billing system, the two services
      were not billed out on the same claim resulting in only partial payment. The
      insurance requested we refile both services on the same claim for reimbursement
      however the claim was not refiled properly or timely, resulting in denial again.
      The balance was incorrectly sent to Ms. ***** when
      it should have been sent for adjustment. Upon receipt of
      this grievances and a thorough review of her account, we adjusted Ms. *****’ account balance
      of $250.00 on 01/08/2025 for the referenced DOS. As of today, Ms. *****’ account now reflects a $0.00 balance. Ms.
      ***** will no longer receive statements for the date of service referenced in
      this grievance. We sincerely apologize to Ms.
      ***** for the delay in resolving this inquiry and the inconvenience this issue
      may have caused. We are committed to creating
      a seamless process that promptly escalates patient inquiries through the BBB to
      the appropriate management or executive levels within our company and tracking
      those inquiries through completion. We
      greatly appreciate your assistance and cooperation in achieving a resolution. 
    • Initial Complaint

      Date:12/11/2024

      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 received an email today for a bill for services that was covered by my former health insurance plan. The insurer, ******** ****, approved the services and an approval letter was sent electronically to Borg and Ide. They performed the service, but failed to bill my insurance provider within the specified amount of time allowed to file the claim. I have informed Borg and Ide four times that they cannot bill me for these services, as it is a violation of NYS laws pertaining to Medicaid recipients, and my insurance plan was a Medicaid managed care plan. The last billing rep that I spoke with at Borg and Ide was rude, talked over me, and insisted that my plan was not a Medicaid plan, despite my insurance card having the words "medicaid managed care plan" with a CIN number on the face of the card.

      Business Response

      Date: 12/24/2024

      This is to confirm we have reviewed all aspects of Ms.
      *******’s complaint. On 05/30/2023 and 05/02/2024, Ms. ******* received MRI
      services at Borg & Ide Imaging Ridgeway. After a thorough review of Ms.
      *******'s account, it was discovered that an issue was present with how Ms.
      *******'s insurance was setup in our billing system which prevented the claims
      from being sent to the correct payer. Instead of correcting this issue, a user
      erroneously submitted a claim which resulted in a denial indicating the
      incorrect payer was billed. This has been addressed to the team as an
      educational opportunity to ensure that we are verifying all patient insurance
      information so that the billing process is precise and finished in a timely
      manner.We have made changes to Ms. *******’s account and submitted
      the claims to the correct payer in order to receive a timely filing response.
      As a courtesy, we have requested the balance be adjusted on Ms. *******’s
      account so that it can reflect a $0 balance. We apologize to Ms. ******* for the delay in resolving this
      inquiry and the inconvenience this issue may have caused.We are committed to creating a
      seamless process that promptly escalates patient inquiries through the BBB to
      the appropriate management or executive levels within our company and tracking
      those inquiries through completion.We greatly appreciate
      your assistance and cooperation in achieving a resolution.

      Customer Answer

      Date: 12/24/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

      Regards, 

      ***** *******
    • Initial Complaint

      Date:07/20/2024

      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.
      On 4/8/24 I had a CT heart WOC coronary calcium evaluation at Borg & IDE imaging. I was informed that the price would be $155.00. Insurance does not cover this test and paid this amount out of pocket on the day of the test.
      A few weeks later B&I imaging sent me a bill saying I owe $105.00 in addition to the $155.00 I had paid them.
      I wrote to them and said I had already paid for the scan and since it was an elective test, if I had know they were going to increase the price at later time I would not have gotten the scan. I do not believe I should have to pay extra. They continue to send bills. I think this is an unacceptable business practice.

      Business Response

      Date: 07/23/2024

      After a thorough review of the patient's account and complaint, it has been determined that Ms. ***** paid the full self-pay amount on the date of service and owes no balance at this time. An adjustment was not properly processed on the claim leading to the system showing a balance owed on the patient's account and erroneous billing statements to be sent to the patient automatically. We have applied that adjustment and her account is now displaying a $0 balance and the patient will not receive any additional billing statements for this date of service. We apologize to Ms. ***** for this error and for any inconvenience it may have caused.  We are
      committed to creating a seamless process that promptly escalates patient
      inquiries through the BBB to the appropriate management or executive levels
      within our company and tracking those inquiries through completion. We greatly
      appreciate your assistance and cooperation in achieving a resolution.

      Customer Answer

      Date: 07/23/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

      Regards,

      ******** *****
    • Initial Complaint

      Date:07/26/2023

      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.
      On 4/6/2023, i had a exam done at Borg & Ide Imaging at Clinton Crossings in Rochester, NY. About 2 weeks later, I received a bill from Borg for $369.26. I am new to ******** and didn't realize that Borg also sent the claim to ******** so I paid the bill and the funds were deducted from my bank account on 4/27/2023. After talking with some friends, I discovered that ******** would pay this amount. I called Borg on 6/12/2023 and spoke with a woman who told me that they had not received payment from me or ********. I called ******** and they called Borg. ******** then told me that the person they spoke with at Borg confirmed my payment and that a refund claim would be paid within 30 - 60 business days. Today 7/26/2023 I received a letter in the mail stating that the review was done and the claim was sent back to my insurance for reconsideration. I immediately called Borg and was told that claims were processed within 45 business days and that it hadn't been 45 business days yet. This woman couldn't tell me why I received this letter (that clearly sounded like they had rejected my claim) and when I asked to speak with a manager, I was told that I would get a call back within 3 business days. This is not acceptable. Being on Social Security, I desperately need this money returned to me as the amount is a lot of money to me and I need it to pay my bills.

      Business Response

      Date: 08/04/2023

      This is to confirm we have fully
      responded and reviewed all aspects of Ms. *******’s complaint. Please be advised it is our policy to collect the patients
      estimated cost share at the time of service.  The patients’ benefits are
      confirmed via an EDI (Electronic Data Interchange) process. The information is
      requested at the time of scheduling and/or at the time of service through a
      “270” real-time connection to their insurance. 
      Based on their coverage a “271” response is received providing the
      patients eligibility and out of pocket cost share including Co-payment,
      Co-Insurance, and/or Deductible. Patients are notified of their estimated cost share at the time of
      scheduling services (if scheduled by the patient), if the insurance returns the
      271 in a timely fashion during the scheduling process. The amount requested to
      collect by the patient is provided by the insurance. After services are complete and the radiology report is finalized,
      services are coded (CPT/ICD10) and submitted to the insurance carrier. 
      The explanation of benefits “EOB” is the “source of truth” that provides the
      patient and provider of how the services adjudicated.  After thorough review of Ms. *******’s account, Ms. *******
      overpaid at TOS for her 4/6/2023 date of service in the amount of $198.34. It
      appears that when the insurance made their payment, we did not post the
      remaining balance adjustment needed to the account. I have sent this account to
      the members of executive leadership to provide education and training to the
      users to avoid these types of issues in the future. Once it was identified that the account was missing the adjustment,
      we posted the adjustment and refunded Ms. ******* for the date of service in
      question on 7/26/2023. We are committed to creating a seamless process that promptly
      escalates patient inquiries through the BBB to the appropriate management or
      executive levels within our company, tracking such an inquiry through
      completion. We greatly appreciate how you worked with us on this complaint and
      sincerely apologize for the delay in receiving your refund. Kind regards, Laura H***, RCC Quality Assurance Manager

      Customer Answer

      Date: 08/07/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ******** *******
       
    • Initial Complaint

      Date:06/26/2023

      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 had a dexa scan completed at B & I Imaging on Ridgeway Avenue in Greece on 4/6/23. My health insurance is willing to cover this in full under preventive care due to premature menopause. All of my dexa scans in the past have been covered without a problem and nothing in my insurance has changed. Despite ******** reaching out to B&I Imaging informing them of this fact they still have not coded it properly to get reimbursement from my health insurance. ******** has contacted them and I have also followed up with a letter. ******** or my doctors would be happy to provide them with whatever is needed to take care of this.
      I received a final statement today for $293.00 and a threat to turn this over to collections. I am at a loss here. I refuse to pay a bill my insurance is willing to cover. Any help you can give me is appreciated.

      Business Response

      Date: 07/12/2023

      This is to
      confirm we have fully responded and reviewed all aspects of Ms. ********* complaint. After services are complete and the radiology
      report is finalized, services are coded and submitted to the insurance
      carrier.  The explanation of benefits
      “EOB” is the “source of truth” that provides the patient and provider of how
      the services adjudicated.  Based on the
      EOB, the patient may be liable for an amount not collected or refunded if
      overpaid. Prior to the patient’s date of service, we received
      the referring physicians order requesting a diagnostic Dexa for a symptomatic
      patient. Dexa’s typically are covered 100% with no cost to the patient when
      ordered and performed as a screening without symptoms. Ms. *********  insurance processes diagnostic Dexa’s towards
      patient deductible/co-insurance. Historically, all of Ms. ********* previous
      Dexa’s have been processed toward the patient’s deductible for her 3/15/2016 date
      of service in the amount of $61.28 and on 4/5/2019 in the amount of $63.68. For Ms. ********* 4/6/2023 date of service,
      her insurance did process towards her deductible in the amount of $64.27. However, we had a systematic issue that did not post the insurance payment/adjustment to reflect the patient responsibility owed. This has now been corrected and a new statement will be issued to the patient in the mail. If the patient would like to call and pay for this over the phone, that is also an option.I sincerely apologize for how this systematic issue has caused a chain reaction of events leading to this complaint. I have changed the statement cycle back to '1' as to avoid this account from moving to collections. I have also provided this issue to executive leadership for investigation into how the posting issue happened.  We have created a seamless process that promptly escalates patient
      inquiries from the BBB to the appropriate management or executive levels within
      our company, tracking such an inquiry through completion. We greatly appreciate how you worked with us on this complaint. Sincerely, Laura ** ****, RCC Quality Assurance Manager, Revenue Cycle Operations

      Customer Answer

      Date: 07/19/2023

      I am not sure what to make of the response from Borg. They have stated they would send me a corrected bill and there is nothing in this response telling me what the amount is going to be adjusted to.  I am waiting to receive an amended bill in the mail and as of today I still have not received anything from them. I am hoping to bring this matter to a close and am hopeful I will soon receive a corrected amount.  I will keep you posted.  

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 


      Regards, 

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

      Business Response

      Date: 07/21/2023

      My sincerest apologies Ms. *******.  I have attached your statement with the correct balance owed. You may also be receiving one in the mail.  Please contact me if you have any additional issues with this.   Laura ****, RCC Quality Assurance Manager ************

      Customer Answer

      Date: 07/24/2023

      I received and paid the bill from Borg for the correct amount of $64.27. Thank you to Laura Hunt at Borg for getting this corrected.  Thank you so much to the Better Business Bureau for pursuing this matter and helping me get it resolved! 

      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:05/26/2023

      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 was seen on 4/2021 for CT at this company. At that time I was clear I did not have ***** any longer and provided my new *** *** card that I had since 2018. I paid the corresponding co-pay for *** that was required.

      6 months later I get a bill for $995. When I called they said ***** didn’t pay. I gave them all of my information again as well as sent this in the mail. I also stated I had given this at the time of service. There were several follow up calls. I never heard back from them until this year stating I owed the bill again.

      Today, I went into my *** account to find they never filed a claim in the last 2+ years. Yet, 3 months ago they said they billed ***, just as they stated before. I have evidence that this procedure was approved and is covered by ***. Again, no claim was processed 3 months ago.

      I was asked for the 10+ time today for my ins information again. Today, they tell me that they are going to bill my ins again - I do not believe they will. They stated they processed a claim in 2021 today but there is no evidence they ever did this in my *** account. Then, said it was the mailing address. However, name, the PO Box and city were exactly the same when the person read this back to us. We asked for a receipt that ins was billed as all of our other providers give to us as we have never seen the billing happen to the ins or evidence that the company did what they were supposed to.

      I believe they are passing their mistake onto the patient. I worked for the **** & ran the patient accounts billing office for ********, ******** and *****. I am working hard to get this paid by insurance and they are not doing their part. I know when the hospital was at fault for billing errors, we had to write those off. I need resolution beyond - we are sorry for the inconvenience and repeatedly stating billing would happen when it did not.

      Business Response

      Date: 06/27/2023

      This is to confirm we have fully responded and reviewed all aspects of Ms. *********** complaint. Upon review of her account, it was found that our system inadvertently changed her *** insurance to ****. There was a systematic rule that was set up incorrectly causing the insurance to change in our billing system resulting in this billing issue. When attempting to correct this issue and file a claim to ***, our system was rejecting the claims due to invalid subscriber information. This resulted in sending a letter to the patient to try and obtain the correct insurance information for billing. after multiple attempts to get a claim out electronically successfully without rejections from the insurance, we were able to successfully submit the claim to the patients insurance on 6/10/2023 and as suspected received a timely filing denial from the insurance on 6/21/2023. Due to our own systematic and user errors, this claim was adjusted off entirely and a refund in the amount of $25.00 was issued to the patient on 6/27/2023. Refund will take 5-7 business days to be received via mail. We sincerely apologize for any miscommunications and the delay in processing this claim correctly with your insurance. This issue has been escalated through the executive leadership team to provide education to avoid future issues like this. We are committed to creating a seamless process
      that promptly escalates patient inquiries through the BBB to the appropriate
      management or executive levels within our company, tracking such an inquiry through
      completion. If you do not receive your refund by 7/10/2023 please contact me at *************  Laura H**** *** Quality Assurance Manager
    • 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.
      11/3/2022 I had a CT scan, my insurance covered all but 100 dollars which had to be paid at time of appointment. I paid before the scan, received the scan and left appointment. January 2023 I got a bill in the mail stating I still owe $100 for my scan. I called the lady looked it up and saw that I paid she said everything was good to go she was submitting the supporting paperwork. February I get another bill but I ignored it thinking maybe it was sent out before the system updated. March I get get another bill saying final notice and if I don't pay it's going to collections. So I called and the guy said he saw the notes from January call and he said it was still under review and that he will submit again to be reviewed.

      They have documents showing I paid so why does it take over 3 months to review with the threat of debt collections. I've worked way to hard to get my credit score the way it is and he couldn't assure me that it wouldn't stop the process

      Business Response

      Date: 03/23/2023

      After review of the aforementioned complaint and an in depth review of the patients 11/3/2022 services, it was found that the patients TOS payment of $100.00 did not directly transmit from the Imaging center to the patients account. I requested that the patients payment be located and posted to the account as HIGH priority. At this time, the patients services have been placed on hold to prevent further billing activity until the payment is located and posted to the account. Once the payment has posted to the account, I will reach out to the patient to advise him of the status of his account. We are committed to creating a seamless process that promptly
      escalates patient inquiries through the BBB to the appropriate management or
      executive levels within our company, tracking such an inquiry through
      completion. We greatly appreciate how you worked with us on this complaint.Regards,Laura H**** RCCRevenue Cycle Operations Quality Assurance Manager
    • Initial Complaint

      Date:01/31/2023

      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.
      On 10/18/22 I was seen at Borg and Ide imaging for an MRI. I had a high deductible insurance plan (***), so they wanted payment up front. I showed them the *** card from my employer so they were agreeable to have me pay 20% (even though I told them that ********(***/FSA company) would pay the full amount) in the amount of $220.69 BEFORE they would proceed with the MRI. On receipt of my explanation of benefits from ***, it showed the allowed amount from the $2,375 bill was $693.57 which would be owed by me (my deductible). I then proceeded to follow-up with ********, who showed that the ENTIRE $693.57 amount was paid to Borg on 11/8/22, meaning I should get my $220.69 refunded. I gave them a couple weeks then called the week of Thanksgiving and asked about my refund... i have since called a total of 8 times and sent 2 emails to *************************** asking for this refund. At first I was told they hadn't received the payment, then they don't take electronic checks, then when I gave them the routing and tracking numbers of the accepted payments they first said they would forward them, then I had to email physical proof from ********(1/8/23). I have called 3 times since that email, and was told this morning that the amount I paid was the deductible (NO NO NO). Anyone who knows anything about medical billing (I was a billing manager for 10+ years) knows that the allowed amount by the insurance is the only amount owed. I am beyond frustrated, and this is fraudulent billing. I have been patient and waited over 2 months for this refund. **Note: the actual location was not listed, ******* ********* *** ******* ******* **** **** * ***** *** ********** ** *****

      Customer Answer

      Date: 02/13/2023

      I am following up with complaint #********* I have finally received my refund after 3 months, (and notifying them of my complaint being filed with BBB and NYSDOH) I am very concerned for others who do not have billing background and could be taken advantage of by this billing company. Thank you for your help in this matter.
    • Initial Complaint

      Date:12/19/2022

      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 had a procedure done at Borg and Ide on 11/19/2020. I gave the company my health care information at the time of service. I received numerous bills after the fact stating they did not have my insurance information. i called over the course of one year to resolve this issue (four times). i assumed it was taken care of, though this month i received a bill for the full amount of $715.00 stating they would take me to collections. I called my insurance company* **** ***** *** **** ****** of Western New York in 2020 who explained Borg and Ide has not been submitting the claim to the correct party. I have explained this to Borg and Ide representatives who want to bill **** ***** *** **** ****** ******** which is not the same company, yet they still continue to bill me for the full amount and again, are threatening collections.

      Business Response

      Date: 01/30/2023

       I took a quick peek and it looks like the previous accountable leader, Kathie G*******,  did start the investigation process for this patients inquiry and we were waiting for a call back from our payer representative. She did contact the patient on 1/17/2023 to let her know we are still looking into the issue. I will reach out to see if we received any status updates. I will get back to you hopefully within the next few days with the resolution of this complaint. Have a good day!

      Customer Answer

      Date: 01/31/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      Though they did reach out to me, they did not resolve this issue. They did tell me I was not responsible for this, but I would like that in writing. 

      Regards,

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

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