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:05/01/2025

  Type:Product 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.

  This complaint is in regard to a refund request that has gone unanswered for too long. I made a $45.40 payment to my account on 12/31/2024 (FSA Check) and 2/25/25 (FSA Credit Card) for date of service 11/13/2024. I reached out to Cardionet multiple times about this issue and had Case# ******** opened on 4/2/25. Due to the duplicate payment and lack of refund from the business, my flex spending card is locked due to the unmatched transaction. I sent everything this business has requested (proof of payment) on 4/2/25 and 4/15/25 and there still has been no response or refund.

• Initial Complaint

  Date:02/28/2025

  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.

  At the beginning of April, 2024, our Father ***** was fitted with a cellphone heart monitoring device (CHMD) from ********************************************* to monitor his heart. After the device was no longer needed, I, Father *** *****, followed carefully the instructions to return everything in the provided box for this CHMD through the *** packaging provided by Philips. When we received a bill on 04-10-24, I kept it but couldn't understand it so I only proceeded to call the 800 number given after later notices and tried to leave a message on 7/31/24 but the mailbox was full but was able to leave a message on 8/1/24 with the account # and Father ******* name and our address and my name and cellphone number explaining that I delivered everything properly through ***. They have not called me to try to resolve this problem. Father ***** said Philips called saying they received the package but said something was missing. I looked in his room and could find nothing. We can't know if some employee on Philips part is being insincere about what was received and blaming us and forcing us to pay recovery costs with constant billing of $995.00 for something we don't have. We want Philips to stop billing us when they received the complete monitor and even worse, we received notice that they sent it to a ********** collection agency. We want this unwarranted badgering to cease and desist.

  Business Response

  Date: 03/06/2025

  Good afternoon,
  Thank you for brining this matter to our attention. Our records indicate that while we did receive the majority of the kit components from Mr. ***** at the end of April 2024 we failed to receive the chest sensor. 
  This is part of the monitoring system and per the terms of the service agreement patient's are obligated to return all equipment back to Philips. Patient's consent to these terms and conditions as part of the activation process and would be unable to use our system if they declined. 
  Records indicate that Mr. ***** began using the equipment on 4/10/2024 and we provided the results of his service to the ordering physician on 5/9/2024.

  Mr. ***** may also apply for financial assistance with our return team by contact the number located on the bill provided.

  As we do not have the complete monitoring system returned at this time we consider this a valid debt we will continue collection attempts on.
  
  Thank you again for bringing this matter to our attention.

  Customer Answer

  Date: 03/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23000753
  
  I am rejecting this response because:
  When I completed the packaging on behalf of our Father ***** to return the device, Im sure I included everything that had to be in there according to whatever available documents were there in the packaging return. Now, if the packing return documents didnt indicate exactly what had to be in the package, thats not my fault its your fault for not providing precise, detailed list of all that had to be in included. And, it is inappropriate to oblige a senior to sign off on a without it being explicitly explained which pieces in the entire packaging that needs to be included and be made verbally aware of that by the doctors office before signing the terms of agreement. If this is also not in your terms of agreement its also your fault for not having that in the terms that the doctors office must be made aware of. If it was and it was not done, your billing should be applied to the doctors office that failed to explain properly the terms of agreement before having the patient sign it. Also, I did call and leave a message with my phone number and you never communicated or replied to me directly so I could express this objection. Somehow you communicated to Father *****, but being 78 years old and not being able to speak English very well or understand the situation, I think its highly inappropriate that you simply send bills without trying to contact me directly. And then, even worse, you send it on to collection without enough attempt to contact us. Also since as far as I can tell, I included everything in the return package that I could be aware of, how can we be sure not somebody on your end didnt lose a piece and is trying to blame us for it? For these reasons I cannot accept your conclusions. Thanks you for entering into this communication. 
  
  Regards,
  
  Father ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/19/2025

  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 contracted with Dr. ******* to read the St. **** monitor in my home that Dr. ******* gave me in 2011. His office read the monitor on a regular basis. About 3 years ago, I begin getting bills form Cardionet. That is when they apparently contracted with Dr. ******* to read the monitor. I was not contacted by anyone about this change nor could I afford the service. I talked to Dr. ******* and he said for me to contact Cordionet. I did that, and told them I did not want their services. They told me to ship the monitor to them and they would discontinue the service. I boxed up the monitor and shipped it to them. They still are trying to bill me for past services that I did not agree to.

  Business Response

  Date: 03/07/2025

  hello, 

  we are currently investigating the information provided by the claimant Mr. ****** Once we have concluded our review we will follow up with the both the BBB and claimant with our findings.

   

  thank you for brining this matter to our attention. 

• Initial Complaint

  Date:02/11/2025

  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 given a heart monitor and told at the doctors office there would be no fee, now the heart monitor company has billed me, had I known I would have opted out. I asked for a financial hardship form which I submitted and every time I called they said it takes 90 days to review. When I called on the 90th day they advised they need a tax return. I have not been working since June 20, 2024 due to a health disability a tax return would show income from when I was working in 2023, as I have not filed my current taxes yet. I provided proof that I was on disability and receiving around $100 a month which ended in December 28, 2024. Please help me to get this charge removed as I am unable to pay and was not advised prior of a charge so that I could opt out. Thank you.

  Business Response

  Date: 02/28/2025

  good afternoon,

  thank you for bringing this matter to our attention. We are in the process of conducting a review of the situation and will follow up with both the BBB and claimant as soon as possible. 

  Customer Answer

  Date: 03/01/2025

  I have submitted the hardship form several times, I was told that is all I needed to submit by the onsite *** at my ************** please see attachment.

  Business Response

  Date: 03/11/2025

  Please see attached response we will be mailing out to the claimant regarding this complaint.

   

  Please let us know if there is anything else required.

   

  Thank you and have a great weekend!

   

   

  ******* ****

  Patient Services Operations Analyst

  Philips ECG Solutions

• Initial Complaint

  Date:01/23/2025

  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 been trying for months to update my information in order to get my medical bill processed correctly. Every time I called back they had information wrong and reprocessed through my insurance. They then closed my account and sent it to a debt collector without telling me the process failed again. When I called they had my birthdate wrong but refused to change it and resubmit to insurance.

  Business Response

  Date: 02/05/2025

  We are in the process of reviewing the provided information and will provide a response as soon as we have completed our investigation. 

• Initial Complaint

  Date:12/16/2024

  Type:Order 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.

  Please see supporting documents and letter to the BBB attached.

  Business Response

  Date: 12/31/2024

  Hello, 

  we are in the process of reviewing the concerns brought by the claimant. We will follow up with claimant as soon as that investigation has concluded so we may follow up and address their concerns.

• Initial Complaint

  Date:10/16/2024

  Type:Product 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 wore a heart monitor provided by BioTel which I was billed $250.00 and paid via my AMEX on January 25, 2024. My insurance paid them in full on April 2, 2024 and I have not received my refund of $250.00. Both myself and **** have reached out to them without a resolution.I just want my $250.00 to be refunded to me.

  Business Response

  Date: 10/25/2024

  This correspondence is in regards to Complaint ID ************* with your office.? 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in the process of reviewing the information submitted under this complaint.? If we are able to confirm the complainants information, we will send written correspondence to the address on file the by 10/28/2024.

  Customer Answer

  Date: 10/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered
   Complaint: 22430641
  
  I am rejecting this response because:
  **** paid my claim in full and show that my liability is 0. Please refund me the $250.00 I paid. 
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/21/2024

  This correspondence is in regards to Complaint ID ************* with your office.
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in the process of reviewing the information submitted under this complaint.? If we are able to confirm the complainants information, we will send written correspondence to the address on file 

• Initial Complaint

  Date:10/03/2024

  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,My complaint is against CardioNet, which is now owned by *******. My wife (** ****) used one of their monitoring devices, which was billed through our Cigna health insurnace. All bills were paid by my ***. However, CardioNet claimed in September 2024 that a bill for $195 was unpaid and sent this bill to a debt collector, ************* I provided proof in the form of a check issued by my *** that he bill had been paid back in April 2024. However, neither CardioNet / ******** or *** has responded. I am attaching proof of payment showing (with the help of my HSA) that ******* processed the $195 payment back in April and has been trying to extort me for an additional payment for months. I want them to acknowledge their mistake and issue an apology as well as compensation. I also want to ensure that their negligence has not adversely affected my credit. Thanks

  Business Response

  Date: 10/10/2024

  Good evening,

   

  This correspondence is in regards to Complaint ID ********  filed with your office.  

   

  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in the process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will send written correspondence to the address on file as soon as possible.   

   

   

  ******* ****

  Patient Services Operations Analyst

  Philips ECG Solutions

  Ambulatory Monitoring and Diagnostics

  Customer Answer

  Date: 10/10/2024

  Complaint: 22377293
  

  
  I am rejecting this response because it has been nearly a month and no one from CardioNet has even bothered to respond to the information I sent. I have called CardioNet at least a dozen times and no one has ever been able to resolve the issue or provide me with any useful information. The response in the letter was simply that they were looking into the matter. This should have been done before they assigned a debt collector to the case! The bill was paid over 6 months ago in April. 

  
  Regards,
  
  ******** Warachka
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  AT doctor's office I was given a 30 day ECG tech support. *********************** told me that as long as I returned the equipment I would not be charged.the nurse placed the small port and leads on my chest in the doctor's office and gave me the rest of the package with a phone to monitor the results, a charger for the port and 3 envelops with leads for the 3 remaining weeks. Even during the first week the phone kept dying every 3 to 4 hours making a horrible noise even in the middle of the night.when the time came to recharge the port and change the leads, the port didn't recharge at all. I already had a rash from the glue on the leads but I was going to try anyways; however, the port was not charging at all so it was useless. I tried calling their customer service number and I just waited and waited and no one answered.My son was having a medical crisis so I could not go the *** to send the package back right away but I did send Everything back with an explanation on Jan 12, 2024 I called my insurance today 07/23 and they called cardionet. cardionet states that because I used it for a few days and it did relayed data I have to pay the full amount of $936.00 and ECG at the Hospital is cheaper than their defective equipment.the doctor told me I would not be charged as long as I returned the equipment. I Did returned their defective equipment and there was no way to know that it would be defective (per harps the charger was the part that was defective) at the time it was set up for the first time. had I known it would Not work appropriately for the 4 weeks it was supposed to work and had I known the cost was so high I would have not accepted. This is pure robbery. I have the *** receipt showing I sent the equipment back and no one told me that for using it just for a few days I would have to pay these much money.,

  Business Response

  Date: 08/08/2024

  This correspondence is in regards to Complaint ID ******** filed with your office.? 

   

  We are in the process of reviewing the information submitted under this complaint.? If we are able to confirm the complainants information, we will send written correspondence to the address on file the by 08/12/2024

• Initial Complaint

  Date:06/20/2024

  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 told by my doctor to have a heart monitor and BioTelemetry sent one to me. It didnt work so I sent it back. Then they sent another which seemed to work. I sent it back but didnt hear anything. After 3 months they say they never received it and want me to pay $1000. I sent their equipment back and I wasted weeks of my time with it. Now they want me to pay because they lost it.

  Business Response

  Date: 06/28/2024

  This correspondence is in regards to Complaint ID ******** filed with your office.? 
  
  We are in the process of reviewing the information submitted under this complaint and will be following up with the claimant by phone by 6/28/2024