Complaints
This profile includes complaints for CarePayment's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/23/2022
Type:Billing IssuesStatus: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 insurance which pays the majority of my bills. Multicare started a duplicate billing system with CARE without my consent that keeps pestering me for money. On 8/26/22 I paid my balance with Multicare which shows on my Mychart as my balance. I received ANOTHER bill from a company called CARE. When I called CARE they said I owed. I explained I paid online in Mychart with Multicare. I called Multicare and they confirmed I did not owe and they would tell CARE. They explained CARE is a finance company they use to collect so customers can pay over time. CARE called me again today 9/23 to say I still owe $50. I explained I paid it and I could see a zero balance. They said I still owe. I called Multicare back to be told they do not show this double billing that CARE pays. I explained I don't owe $50 I paid and I need to see a balance sheet statement showing this amount. I have insurance plus I paid my balance. They cannot just make up numbers and have another company collect and double charge patients. This is fraudulent.Business Response
Date: 10/03/2022
****************************************************************
******, ** 98409
10/3/2022
ACCOUNT: 0007001470012502273
Dear *****************,
Thank you for contacting us about your recent CarePayment experience and providing us the opportunity to address your concerns.
CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency, nor does it furnish account histories to consumer reporting agencies.
Per our records, you contacted CarePayment by phone on September 16th, 2022, to advise that your balance was paid in full.CarePayment verified with your provider, MultiCare, on September 22nd,2022, that the balance in question was accurate and not paid in full. MultiCare confirmed that while they received a $50 payment from you, this payment was applied to your Patient Account Number ********* (not the Patient Account Number ******************* with ***********************, and the balance with CarePayment was still owed. We then called you on September 23rd, 2022, to advise that Multicare reviewed the balance dispute and that they had not received full payment for this outstanding balance, and the remaining balance is patient responsibility.
Per your request, we have rescinded our CarePayment account offer, and returned your balance of $50 to MultiCare.
Please contact MultiCare at ************ - option 2 or 4, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment,please contact CarePayment at ************ or by writing us at CarePayment, ******************************************************************* 97008.
Thank you for the opportunity to address these concerns. If we can be of further assistance, please do not hesitate to contact us.
Sincerely,
***************************
CarePayment ComplianceInitial Complaint
Date:09/18/2022
Type:Billing IssuesStatus: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 received a bill from ********* care payment for $204.74. I have not even gotten the card in the mail and have not had any appointments. I applied about 1 week ago. How can I be charged an amount when I havent used the account?Business Response
Date: 09/28/2022
***********************
1306 ***************
******, ** 72034
9/28/2022
ACCOUNT: 0007001540010929361
Dear ***********************,
Thank you for providing us with an opportunity to address your concerns. We apologize for any confusion regarding the CarePayment program you *** have experienced.
CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency, nor does it furnish account histories to consumer reporting agencies.
This option was offered in partnership with PathGroup, an offer that was detailed in a Welcome Kit first sent to your home address on June 9th, 2022. This Welcome Kit also included the name of your healthcare provider, your patient account number as assigned by the healthcare provider, your date of service as well as contact information for PathGroup to contact them directly. CarePayment has reviewed your balance with PathGroup to ensure accurate balance information and PathGroup confirmed this balance as accurate patient responsibility.
Please contact PathGroup at ************, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing us at CarePayment, ******************************************************************* 97008.
Thank you for the opportunity to address these concerns. If we can be of further assistance, please do not hesitate to contact us.
Sincerely,
***************************
CarePayment ComplianceInitial Complaint
Date:07/23/2022
Type:Billing IssuesStatus: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.
Im filing a BBB complaint with Carepayment because I have no other way to get ahold of them because their website is CONSTANTLY glitchy. I had received the email as a payment reminder for $25 which is the correct amount. I went to pay it on time but the website was glitching out as it always does (they honestly need to look into hiring someone to fix it because I have ALWAYS had to deal with this on their site) so I couldnt pay that day. I then forgot to try again, that part was my fault but I guess if their website work correctly initially I wouldnt have had that problem. I now received a past due reminder today but it says my payment is $75 when its supposed to be $25 and it wont let me pay less than $75. I tried using the contact button on their website, but, again, its glitchy and and just brings me to the payment screen and not to the contact screen so I can send a message. So here I am, maybe you all will have better luck getting ahold of them.Business Response
Date: 08/02/2022
*******************
10237 ***************
********, ** 37363
8/2/2022
ACCOUNT: 7001340010198392
Dear *******************,
Thank you for providing us with an opportunity to address your concerns. We apologize for any confusion regarding the CarePayment program you *** have experienced.
CarePayment (in conjunction with business associates and health care providers) makes available a payment program allowing patients to pay their balance due over an extended period of time. A person who elects to accept an offer for a CarePayment account *** elect to close the CarePayment account at any time. CarePayment is not a collection agency nor does it furnish account histories to consumer reporting agencies.
This offer was provided in partnership with Erlanger Health System, as was detailed in a Welcome Kit first sent to your home address on June 23rd, 2019. The Welcome Kit, as with each subsequent monthly statement, included the terms of the payment plan, including information about how to enroll or opt-out of the program, as well as the methods by which a payment can be remitted to CarePayment. These methods include making a payment online via member.carepayment.com, a check or money order payment sent via US Postage or using our **************** phone number, ************, to make a payment with a representative or the automated options.
CarePayment contacted your phone number on July 25th,2022, to provide additional assistance with your account, but was unable to reach you, and left a brief message advising you to contact us. You called CarePayments **************** on July 25th, 2022, at which time we advised that the Late Fee had been waived. CarePayment advised that $50 is the Total Due by August 19th, 2022, to bring your account current, and avoid an additional late fee. We explained that while a partial payment can be made over the phone, only the Total Due, $50, will be accepted online (member.carepayment.com).
Thank you for taking the time to share your feedback, and your comments outlining your experience using our online Member Portal. Our members and their experiences are our #1 priority and we are honored to serve all members to help them afford their healthcare. The Ask a Question feature available through our secure Member Portal is one of many options available to you should you have questions regarding your CarePayment account. We employ a team of experienced Engineers to ensure our Member Portal remains fully operational,and the unfortunate experience you describe is atypical of the feedback we have received from other, satisfied users. If a question we receive cannot be answered online, or if you are ever having trouble accessing the Ask a Question link, you *** also contact CarePayment ************* toll-free at ************ to discuss your account, or to make a payment by phone. We are available Monday-Friday 7am-7pm Central Time. We sincerely apologize for any inconvenience.
Please contact Erlanger Health System at ************, for more information concerning the service and treatment provided. Should you have any additional questions concerning CarePayment, please contact CarePayment at ************ or by writing us at CarePayment, ****************************************************************** 97008.
Thank you for the opportunity to address these concerns. If we can be of further assistance, please do not hesitate to contact us.
Sincerely,
***************************
CarePayment Compliance
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