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:02/17/2023

  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.

  On Aug. 18th, 2022 I went to the Imaging Associates Palmer, AK location to have a biopsy performed. Before we left we paid Imaging Associates $2728.52. We thought this was the total cost of the procedure. A short time later we received a bill from the Providence Business Center for $2837. This was for pathology. A short time after that we received another bill from a company called ADL, inc. for $2865 also for pathology. This is to say they charged us $8430.52 simply to tell me I have cancer. Providence reduced their bill by $567.40. All other attempts to receive financial aid were flatly refused.
  The bills from Providence and ADL are virtually identical and we believe we are being double charged. We have made repeated efforts to resolve the issue by contacting Imaging Associates, Providence, and ADL. The only result has been spending hours on hold and being told to contact the other companies involved. The above mentioned companies have done nothing to resolve the issue beyond threatening to send us to collections.
  I have attached the bills for ADL and Providence. Here is their information.
  
  ADL:
  Account #: *********
  client #: ********/ ADL
  amount: $2865.00
  
  Providence:
  Account#: *******
  Bill ID: **************
  Amount: $2269.60

  

  Business Response

  Date: 02/24/2023

  Account review
  completed. It was confirmed that the hospital bill and the pathology bill are
  distinct and correct. A courtesy discount was applied to the laboratory charges
  and a new statement was mailed out to the address on file. After two attempts to contact the patient,
  a detailed voicemail was left to go over the new $300 balance and payment
  arrangement.

• Initial Complaint

  Date:01/12/2023

  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.

  THIS COMPANY....billed me illegally after my colonoscopy. They are trying to charge me 940 dollars. I was not told of this bill at all before or even after leaving the hospital. BY LAW I am supposed to be told of any additional bills before leaving the hospital. Mercy Hospital in OKC retracted their bill admitting that I was illegally billed. THIS BILL and one other are being disputed but this company refuses to answer my dispute. There has been no attempt to try to contact me other than sending me and illegal bill. I want it retracted immediately

  

  Business Response

  Date: 01/18/2023

  Account
  review was completed. The charges are valid and accurate. When the patient was
  contacted on1/18/2023 to inform him he qualified for a 35% uninsured discount, he
  disconnected the call. The bill will remain outstanding, and the patient can
  request a payment plan.

  Customer Answer

  Date: 01/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  this is a lie...they never offered me a discount and have since threatened to send my account to collections.  If they DID offer the 35% why is my bill still the same that they send to me in the mail.  Tell them to correct that and send me another bill showing the discount at 35% and I will THEN set up a payment plan.  THEY ILLEGALY BILLED ME...I will pay the bill (at the discounted rate) and will pursue legal action.
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 01/20/2023

  Several
  contact attempts were made. A 35% uninsured discount was applied to this
  account and the updated statement was mailed out. Patient is able to set up
  payment plan by contacting the number on their statement. Account is currently
  on hold through 02/02/2023.

  Customer Answer

  Date: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I will accept when I get that bill they stated that was sent out.  It is now the 25th and no bill has shown up with the 35% deducted.  When it comes in I will believe them but until then I am rejecting because I cannot trust them until it shows up.   Thank you for all your help BBB  Im sure I'm not the first one that has complained about this company.  the account is on hold til 2 february.  I hate to accept and it never show up and they send my account to collections
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/31/2022

  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.

  Hello,
  I keep receiving this invoice for a blood lab test even though it's fully covered by my insurance. There is no information on the invoice, which doesn't allow me to file a claim with my insurance and which doesn't make it look very legal. Please have your team follow up with the insurance and not send me this type of threatening letter.
  Thank you

  

  Business Response

  Date: 11/03/2022

  Account
  review completed. Patient provided insurance information and charges were
  submitted to the carrier. Waiting on insurance response.

• Initial Complaint

  Date:10/21/2022

  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.

  This company was hired to handle payments for a medical provider that I used. I never received any invoice whatsoever for over a year, and then suddenly I am being told I owe money, which I have been told by my insurance carrier that I do not. APS's personnel stated that they assumed a large amount of accounts from the provider, which is their client and they were hired to collect these people's money. But they also stated that a whole lot of them were probably not legitimate due to the provider's prior accounting, and they were tasked with "cleaning up' the mess. If they don't even know if people owe the money or not, then why are they sending notices/invoices to people saying they owe the money?? This is is fraud as far as I am concerned. What if I would have just paid it, not realizing that I didn't actually owe it? I doubt they would have done anything and just kept the money. They requested that I send them an Explanation of Benefits from my insurance showing that I do not owe them money. I did that, and I confirmed with them that they had it. I also had my insurance carrier contact them to no avail. They have stated several times that my account is on indefinite hold. But that is NOT acceptable to me. I just need them to review the situation and remove the charges. It has been 2 months. If this company signed a contract with a hospital to handle their accounting collections, then they should have been prepared to handle whatever volume of patient records they would have discussed with the hospital prior to taking on the task. I am a person who has to pull credit reports for people, and I have seen third-party companies like this literally ruin people's credit. I simply do not trust that they have my account on hold and I fear that they will ruin my own credit. Furthermore, I told them two days ago that I would be reporting them, and got same answer. If I don't get a resolution from this, then the next complaint will be with the governing state agency.

  

  Business Response

  Date: 10/25/2022

  Account
  review completed and balance was adjusted per Explanation of Benefits. Patient
  has been notified. We apologize for any inconvenience caused. Case is now
  resolved.

• Initial Complaint

  Date:10/13/2022

  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 an X-Ray done in the spring and for some reason this business became involved in the billing process, I assume a minor mistake by hospital billing. They first sent me bills for around $16.47 for the X-Ray. I have full coverage insurance so I called to let them know my information. APS Medical Billing took my insurance information and a month later continue to call me saying my balance is overdue and I need to pay immediately. I just called again and received confirmation number *******. At this point I doubt they will actually bill my insurance and I fear they will try to send this to collections. In my experience this company has been untrustworthy, unkind, and I want them to stop contacting me. They have all the information they need.

  

  Business Response

  Date: 10/18/2022

  Unable to locate account information with information provided.
  Attempted contact via phone and email with no response from the patient. 

• Initial Complaint

  Date:10/05/2022

  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 have the preferred HAP Cigna Health insurance and got a pap smear as part of my annual well woman's visit last spring. This is 100% covered through my health insurance. The health insurance has denied this claim at least four times all on recorded lines because Innovative pathology services will not correct my patient information. I have called both my health insurance and innovative pathology services numerous times and even had them both talk to each other on the same call at the same time. Both parties agree that I do not owe the 261.20$ because the procedure is covered. My insurance is denying the claim because innovative services keeps submitting the wrong information. I have provided innovative pathology services name corrections, my insurance information, ect, over and over and they keep misbilling my insurance. I am going to pay the bill because I am exhausted of dealing with this issue, being sent the same letters over and over and I am afraid they will negatively impact my credit even though both parties have agreed over the phone that I should not owe any money. I want a refund check from the company for the 261.20$ that I do not owe but am going to pay anyway.
  
  Patient Name: ********* *******, Account Number: *********, Client Number: *************, most recent statement date received: 09/26/22* ******* ***** **** *

  

  Business Response

  Date: 10/07/2022

  Account
  review completed. Insurance carrier was contacted and the correct Payer ID was
  obtained. Charges have been refiled. Please allow 10-15 business days for
  processing. Insurance carrier call ref# ****.

• Initial Complaint

  Date:09/21/2022

  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 July 12, 2021 I underwent a video-assisted thoracoscopy to biopsy suspicious nodules found on my lungs. Dr ******* * **** performed the biopsies and sent the samples to a lab for review. I was under anesthesia and obviously unable to inquire if this lab was in network. Of course, dear reader, it was not.
  I received my EOB from ****** (#**************) stating THIS IS NOT A BILL, with charges from the lab detailed at $1100, and a note that YOU MAY OWE: $487.04
  As this was NOT A BILL, I awaited an itemized bill from the lab. On 11/22/2021 I received a bill from ********** ********* ******* ***** (****) demanding the full payment of $1100. I contacted my insurance administrator ******** who told me that **** refused their payment of $612.96 so therefore I was responsible for paying in full. I requested an itemized bill from **** that was received on 12/09/2021. No one at **** would explain why the insurance payment was refused. They were "just a bill collector". I sent a certified letter demanding explanation to **** on 12/15/2021 (*** tracking #**********************) that was signed for on 12/18/2021. I did not receive any response to my demand. I was also unable to get any help through their 1-800 number. I received a final notice that this was going to collections in July 2022. I called and spoke with a rep two times who stated that they would escalate my issue to their supervisor. NOTHING HAS CHANGED. I am fully prepared to pay my portion on the lab charge as originally billed. However, I had no ability to pick the lab that my surgeon used, and according to ********** comprehensive balance billing protections, I AM NOT RESPONSIBLE for costs incurred DURING SURGERY out of network. Please advise. I have set up a payment plan because I do not want this going to collections. ALOT OF THE SAME ISSUES AS PREVIOUS POSTERS ON HERE. It's bad enough that my biopsy found cancer, I don't need to get screwed over by this lab as well. Thanks in advance for your help!

  

  Business Response

  Date: 09/21/2022

  After
  careful review, the balance on account #******** has been adjusted to $0.00. We
  apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 09/22/2022

   
  
  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,
  
  
  
  **** *****

• Initial Complaint

  Date:09/12/2022

  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'm dealing with an incompetent billing company. I've called both CHAMPVA and the billing company on multiple occasions to find out why they can't seem to get all of their claims through insurance. I'm get sent to collections due to their inefficient employees/management. Please see the files below. They also over charged me and like a fool I paid the full amount billed instead of the amount I actually owed. I've never received any type of audit as requested. Please help me resolve this issue with this company. Thank you!

  Customer Answer

  Date: 09/13/2022

  APS Billing has been able to get a couple of claims thru CHAMPVA.  They are unable to get the balance of the claims paid or considered through CHAMPVA.  I've called on numerous occasions and been told not to worry they were handling it.  Next thing I knew I was being sent to collections?!  What is their deal?  I also over paid them by $75+ on one bill and would like that reimbursed.  Thank you!

  

  Business Response

  Date: 09/16/2022

  Patient has been informed of two
  refunds to be issued for accts # ******** ($75) and ******** ($75) have been
  expedited.  A prior refund ($75.36) was processed back to the original
  method of payment for acct#  ******** on 05/07/2022. The following
  accounts have been refiled with her insurance provider and are pending
  processing.
  ********
  ********
  ********
  ********
  ********
  ********
  ********
  
  Acct # ******** has been omitted
  from credit report due to claim reporting issue. Patient was satisfied with all
  actions taken.