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Business Profile

Medical Billing

Covenant Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Billing.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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:10/03/2023

    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.
    Covenant Health has failed to properly bill my insurance company for multiple claims over this past year, including failures to properly refile and note my claims to prevent them from going to collections. I have had to make numerous calls regarding every bill I have received for routine, in-network care. They offer no transparency in their processes, and refuse to allow you to speak with their managers to resolve ongoing, significant issues. It took 5 calls and 2 referrals to have a manager actually call me back to pull one of my bills from collections so it would not negatively impact my credit. Recently, they have communicated a policy to me that it is the patient's responsibility to call our insurance about the bills they are submitting, and to contact my health provider's office to educate them on the proper way to submit claims to the billing department in order for them to be processed correctly. Essentially, the Covenant Health billing department's policy is that they will not assist you with billing issues, they will not follow up with the doctor's office if they are originally processed incorrectly, and they will not partner with your insurance to reach a resolution. This is quite possibly the largest example of ineptitude I have experienced in any industry. I have had the same insurance for 10+ years. I have been going to the same doctor for 6 years. These should be routine, annual preventative care treatments. There is absolutely no reason this should be requiring hours of follow up and argumentation to resolve. I am grateful to be in good health and only seeing my doctor for routine visits. God forbid I have an actual issue requiring multiple follow-ups.

    Business Response

    Date: 10/19/2023

    Covenant Health takes all complaints seriously
    and works directly with the patient to reach a satisfactory resolution that is
    within compliance of the Health Insurance Portability and Accountability Act
    and provider contracts. This concern has been investigated and is being worked
    on by Covenant Health to get it resolved to a favorable resolution as quickly
    as possible. We have contacted the patient and advised them we have identified the
    account and are working to resolve his concern. The account is being investigated
    and Covenant Health is diligently working to ensure that the patient’s account
    is processed correctly. Covenant Health will continue to update the patient on
    the progress of his accounts review until the issue is we have reached the best
    possible resolution on this account. 
  • Initial Complaint

    Date:02/15/2023

    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 have been making scheduled payments on time and without warning covenant health says my payment plan is cancelled due to the bill being less than my payment, continues to charge my card, and sends the bill to collections. Now when I call to figure out what is going on and insure the payments are up to date they say they’re sending the issue to management and that I can not make a payment anymore because the bill is not in their system.
  • Initial Complaint

    Date:02/14/2023

    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.
    11/1/22 -took my son for well child visit at hampden me doctor office of ** ********. Received a bill towards the end of Nov for services. Since this is well child visit it should be covered 100% on my insurance. Verified with ****** online no claim showing for services. Contacted Covenant asking them to re-bill the insurance. Pointed out my last name was spelled incorrectly and when verifing information discovered my DOB was also incorrect. I was told the errors would all be corrected & re-billed to insurance. Dec 2022 received 2nd bill. Verified no claim in ****** still. Called Covenant & found information was not corrected. Went thru process again. Jan 2023 received 3rd bill. Called back January 11, 20 & 31 & February 13th ALL with the same outcome. Told information was corrected only to find out when calling back it still was not. Requested to speak to supervisor on 2/13. Was told they could not transfer but could relay a message for one to call me & it would be 1-2 WEEKS for them to return the call. I found their FB page & sent a message requesting a better timeframe. I did receive a call from a supervisor 2/14. She took all the same information as all the other calls had done. Today in the mail I received a final notice from Covenant stating that my account would be sent to collections if payment was not received by 3/2/23. I understand timing wise, it had been sent prior to this call but this has been an ongoing issue & should in no way be reported in a negative way against my credit. This issue from the beginning has been an error by them & I have very little faith this will be corrected. I’ve been told that each time I’ve called. I am in hopes that BBB can step in some way to escalate this as I was told today by the supervisor it could take 30-45 days for insurance to bill out which would put it past the final due date. I would think Covenant could at the VERY least adjust the account to not report as late or collections. I’ve attached most recent bill
  • Initial Complaint

    Date:11/18/2022

    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 keep getting bills for amounts that I’ve already paid. Covenant admits this after calling them but it’s happened at least 5 times in the last year. They’re incompetent and can’t figure out why.

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