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:06/13/2024

  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.

  In may of 2024 I received a heart monitor from Biotel Heart. In June of 2024 I received a bill from Biotel for $800. The bill stated that $9200 had been paid by insurance and I owed the outstanding $800. They billed my new insurance, not the insurance I had while using the heart monitor. The old insurance pays it in full, but because Biotel neglected to bill the proper insurance company in a timely matter, they are now erroneously billing me. When I spoke to them on the phone, they asked for my old insurance details, which of course I don't have and, as a side, is painfully difficult to now acquire. Their disgustingly lazy business protocol and predatory tactics amount to errors with consequences placed only on the consumer.

  Business Response

  Date: 07/16/2024

  Dear BBB,  
  
  
  CardioNet LLC acknowledges receipt of Complaint ID ********, submitted to the BBB of ******************* & *********************  
  
  The complaint indicates the wrong insurance was billed. The desired resolution is  to have the balance reduced to $0 at this time.  
  
  The company has investigated the complaint, as follows: 

  In reviewing it appears we do not have any record of a patient matching the *** provided in this complaint who was on service in May of 2024 and billed in June of 2024. 

  if this is in error please provide us updated information that can help identify the claimant in our records. 

• Initial Complaint

  Date:06/03/2024

  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.

  ACCT # *******/ #******* On **/**/** my doctor's nurse placed a Biotel Cardionet external heart monitor on my chest . Then the office called me to say that the monitor was not working and it did not register anything . They informed me I needed to return and put in another monitor. On 11/29 they placed the new monitor and it worked. Both. the insurance and I paid for the second monitor , but now Biotel Cardionet keeps sending me bills for both. They split the payment into two and said I didn't finish paying both bills. I should not pay for a monitor that was broken . I should only pay for the monitor that was fully working!!!!! I need Cardiotel to adjust their bill to erase the first monitor's bill and put the payment into the second bill/monitor placed on 11/28/2023

  Business Response

  Date: 06/07/2024

  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.?We will be reaching out to the patient on 6/7/2024 to resolve this issue by phone. 

• Initial Complaint

  Date:05/21/2024

  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.

  Insurance covered all and my insurance explanation of benefits showed 0 due from me. I have supplied this numerous times but this company origianlly said I owe them $2,900 then said I still owe them $50? I was informed by a ***************** last year that this matter was taken care of and that I had a zero balance and did not owe the $50. I did not hear from them until May when all the sudden the month of $50 again *************************, ****, ******, *** Are all people that Ive talk to at this scam organization about why I would need to pay this one nothing I show indicates a $50 amount not paid or do my insurance processes things and this information does not coincide with what theyve submitted. This is a scam in my eyes I have repeatedly requested they do not call yet they ignore the do not call, requests and cease communication requests and continue to harass me over something that is not due

  Business Response

  Date: 05/30/2024

  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 the by 06/03/2024. 

  Customer Answer

  Date: 06/12/2024

  [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: 21742694
  
  I am rejecting this response because:
  
  I was informed that I would not owe the money by **** ***. I followed up with her for several months and was assured it was taken care of even though I had not received a 0 balance statement.  They originally wanted me to just pay almost $3000. I had insurance and still dont understand why I would owe more money. My EOB said I owe ZERO. 
  
  

  their poor follow up and customer service follow up are awful.  The only thing they do is have collectors call and tell me to pay. 
  

  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/27/2024

  See attached.

   

• Initial Complaint

  Date:04/16/2024

  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.

  For the last month, I have been trying to seek a refund/ resolve a billing matter with cardio net. I have sent multiple emails, and have spoken to numerous representatives on the phone. The majority of the representatives did not understand what the issue was, and just said my account was up to date and paid in full. However, the issue is that I should have a credit on the account. I am always billed the same amount. I have had *************** for years, which they have billed successfully- collected payment from them, as well as my copay. For the same date of service, they received payment from Aetna and my coinsurance of *****- they also randomly billed BCBS- which I have not had in 4-5 years, and collected $80 from me.. which I did not realize was from their billing error, and from a DOS I already paid for. My account has been paid up to date for other dates DOS. I have been trying to get my $80 back, since they collected payment twice. I was told the account was put into high priority review, and I'd get a call back in 7-10 days on April 2. I followed up today, and there has been no resolution. I have spent hours on the phone for the last month trying to seek resolution of this matter, as well as contacting my insurance and bank with proof of all the claims and payments. I have gone through all dates of services shown on my account with a fine tooth comb with multiple representatives from cardio net. Some have acknowledged a refund, but have not initiated a refund process. I'm tired of getting nowhere, I just want my money back.

  Business Response

  Date: 04/25/2024

  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 process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information we will reach out directly to resolve.  

• Initial Complaint

  Date:03/28/2024

  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.

  On January 2, 2024 I received a heart rate monitor from my Doctor. The instructions where to use and then return via postage paid envelope. At no time was documentation provided nor did I consent to any charge related to a lost device. Additionally, no replacement value was identified in the event of loss. Biotel sells the device on their website for $225. In Feburary of this year I began receiving daily harassing phone calls about the need to return the device or be put to collections - from Biotel (a ***************** I called and left a message at the number provided and explained the situation and stated that I did not have an agreement with Biotel and if there was an agreement they should provide it that would substantiate their right to seek collection. They did not provide and instead sent me an unitmeized bill for $995 that doesn't even tell me what the charge is related to - just pay this amount. Not at all in compliance with debt collection practices. The fact that they refuse to provide the original agreement and justify why they are charging 995 for a device they sell for 225 is usury at best and frankly deceptive. I would like this balance eliminated. My next step is to contact any connections I have at ******** to have them look into. Not surprising that this company had a fraud settlement with the feds just last year .

  Business Response

  Date: 04/12/2024

  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 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 week of 04/15/2024. 

• Initial Complaint

  Date:03/05/2024

  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.

  Does this company have an agreement with BCBS to accept what it pays as full reimbursement for services? If so, asking for an additional $40 over and above insurance pay out from me personally is unethical. I am making the payment to protect my credit rating but am doing so under protest. I also am notifying the ********************** Cardiology practice that does not disclose this additional cost. This is, at the least, unethical but perhaps an illegal billing practice. My account number with ********************** is *******, for date of service 12/28/23 for External Heart Monitor.

  Business Response

  Date: 03/18/2024

  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 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 3/20/2024. 

• Initial Complaint

  Date:02/12/2024

  Type:Product 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 5-16-2022, my wife, *****, spoke with ************************* ************** Services) regarding a refund due to us of $286.80 and was told by **** that the refund was being sent out and we should receive it in 4-8 weeks. After many more phone calls, I finally received a check for $143.40 in April 2023 by ***** which I am thankful to have finally received. (Their check #******.) However, this was half the amount due to us, because there were 2 claims to be reimbursed, of $143.40 each, totaling $286.80 We have called and left messages at least on 04-27-23, 05-05-23, 05-12-23, and 07-27-23. Each time, the person on the phone says they will send her a message, but from what they see in the computer that the $143.40 will be sent, that it was in fact two claims and only one had been paid.**** called back in May and again on July 31st, both times stating that the check would be sent in 6-8 weeks. I have a recorded message that was left on July 31st stating that the finance department had received the second request and accidently thought it was a duplicate. She apologized and said I should get the second check in 4-6 weeks.Still no check even after at least 2 more phone calls on 8-17-23 and 10-16-23.Every time we talk, I verify the correct address of *******************************************************************, because we were living elsewhere when the claim was made.

  Business Response

  Date: 03/07/2024

  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 process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out to the customer today, 3/7/2024.  

  Customer Answer

  Date: 03/23/2024

  The check has now been received thanks to the BBB.

• Initial Complaint

  Date:02/08/2024

  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.

  Used the device for couple days and being charged for 9000 with adjustment and insurance payment resulting of bill owed at $205.95 Frustrating that my card was declined without my knowledge because the payment website was tagged suspicious by the credit card company and now the amount is apparently going to the collection. Really frustrating and want this resolved quickly and fairly

  Business Response

  Date: 02/19/2024

  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 process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will follow up with the customer directly. 

• Initial Complaint

  Date:01/10/2024

  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 placed on a 30 day heart monitor by an RN at ********* ******* *************** fall of 2023.My insurance *********** Blue Shield FEP) declined to pay the charges. I now see that CardioNet has billed $9000.00 for their service which I now completely call into question whether there is any validity whatsoever as regards to the quality of the service provided by CardioNet and I also question the wisdom of ********************************* in prescribing a heart monitor that they have reason to believe will not only be declined by ** BS FEP Insurance, but then also their patient being billed an absolutely outrageous amount for automated monitoring.

  Business Response

  Date: 01/20/2024

  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 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 by1/25/204. 

  Customer Answer

  Date: 01/23/2024

  
  
   Complaint: 21111261
  
  I am rejecting this response because:

  this business knows exactly who I am, I believe I went through an information release process when I began using their device
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/19/2024

  Due to privacy laws CardioNet LLC is unable to provide detailed responses via this tool. However, when a complaint is received it is investigated and written response is sent to the customer address on file. Our records indicate that this complaint was investigated, but there was a delay in mailing out a response.  The letter was mailed on 2/2/2024.  

• Initial Complaint

  Date:01/02/2024

  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.

  On 3/6/2023 I went in for a heart monitor appointment at St. ******* hospital. The appointment was booked through my doctor and scheduled at the the St. ******* Heart ****** center. When I arrived I was told I needed to pre-pay for my visit, for which I remitted ****** at time of appointment and was told, when I asked, that this amount was to cover the full amount of services in full.At no point was I told I was entering into services with BioTel for any services.At no point did they identify to me that they were an entity outside of St. *******.At no point did I sign or provide consent do be provided services by BioTel or to be billed by them.Biotel has been harassing me for 9 months regarding a bill for $279.88 for services that I did not authorize. I have contacted St. ******* and no department there has on file any authorizations signed by me permitting these services or authorizing contracting with a 3rd party.My husband and I have contacted BioTel (over phone and email) regarding this service to dispute these charges and after months were simply told that our account was "reviewed" and we are responsible for the charges despite providing any transparency to what the review process was or producing any evidence that we entered into a contract for their services.In short, I did not contract either directly or give my consent to any third party to enter into any sort of service or contract with BioTel. I also did not provide consent to provide them with my medical information or to share that medical information with any other provider.I expect that they will produce documentation to the contrary which includes my personal authorization (i.e. signature) either directly or through St. *******. Without this, I expect them to withdraw any claims they have against me for any payment and stop harassing me.

  Business Response

  Date: 01/10/2024

  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 process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will send a summary of our findings and actions taken to the address on file the by 1/12/2024.     

  Customer Answer

  Date: 01/23/2024

  [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: 21084463
  
  I am rejecting this response because:
  

  The business said they would contact us by 1/12/2024.   It is now 1/23/2024 and we have had no contact from the business.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/31/2024

  I received a letter from BioTel/CarioNet/Lifewatch (shell company much?) on 1/30/2024.

  The postage **** was dated 1/17/2024, almost a week after they stated they would be in contact with me.

  This is only one of the many inaccuracies' and/or falsehoods which they have relayed in their communication.

  I am going to continue in good faith under the hope that everyone involved here is simply ignorant as opposed to malicious thieves and liars.

  I hope that this can be resolved quickly.  I tried to reach out to them directly via the phone number provided on the mailing but was told that no one could speak to me on this matter.

  I want to dispute multiple statements provided in the letter:

  1) It states that the ordering physician should have provided me with necessary information regarding their service.  That is a you - them problem with the hospital.  My primary physician who's name is listed as "Provider" on the bill wrote a referal to the Heart department of their hospital.  They have no knowledge of your services.  No one at the hospital at any point provided me with any information that BioTel was providing services to us.

  2) You also state that "prior to initiating services patients are required to consent to the terms and conditions on the monitor which includes reference to out billing process."  However a technician setup all the equipment and handed it to me.  I never signed anything before or after my appointment.  If any terms and conditions were agreed to on the monitoring device, they were agreed to by the technician without any disclosure to me that I was obtaining services from and would be billed additional services from your company.  I went in for services with my health care provider and had no idea of your existence until you sent a bill 6 months later.

  3) You claim that BCBS is an "out of network insurance provide".  This is not true.

  4) You claim that prior agents made mistakes in processing this claim/bill and yet even due to your mistakes you still sent me to collections as I have just received a notice from them.

  At this time, I require that you present written evidence of my authorizations of consent to your services and billing.

  If you cannot do that, I expect you to rescind your bill in full and contact any collection and/or credit agencies and report your errors by removing this account from their lists.

   

  Business Response

  Date: 02/21/2024

  Due to privacy laws, CardioNet LLC is not able to provide details via this form, however we will reach out to the customer directly.  

  Customer Answer

  Date: 02/29/2024

  [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: 21084463
  
  I am rejecting this response because.  *********** has admitted fault in their billing and has removed any balance on my account.

  However, even due to their errors, they still reported me to a debt collection/credit agency.

  They have refused to acknowledge that they have resolved this issue with their collections and have removed my account and any reports due to it from all agencies.

  I have contacted the debt collector directly and they have not returned my call.
  

  Until I have 100% confirmation that the debt was removed from the collection agency and was not reported to any credit entity, I do not consider this resolved.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/04/2024

  A communication was sent to the customer, this complaint has been closed. 

  Customer Answer

  Date: 03/08/2024

  [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: 21084463
  
  I am rejecting this response because:

  Company claims that "billing vendor" (i.e. debt collections they sent me to) has closed out the account.  However I have not heard from them, not will they return calls. 
  
  
  Regards,
  
  *******************************