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:12/28/2023

  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.

  In October of this year I was instructed to wear a heart monitor by my MD. Biotel monitor was placed on me for a total of 5 and 1/2 days. Biotel billed my insurance 9000 dollars and I was left with the balance of $835. I feel this is unacceptable. I could of been monitored in the hospital on telemetry cheaper than this! This is an outrageous price. The price of $9000 dollars is such an overcharge for wearing this monitor. I seriously feel like I have been robbed. This is not right. I did notice I’m not alone in this complaint. Someone needs to take a hard look at this company and their outrageous billing. I’m willing to pay something but not $835? For telemetry? Maybe surgery? But come on!! I am a nurse I’ve worked in the hospital for 27 years on telemetry units. This billing is unacceptable. Thank you,***************************.

  Business Response

  Date: 01/03/2024

  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 investigate and send a summary of our findings to the address on file by EOB 1/5/2024.   

• Initial Complaint

  Date:12/19/2023

  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.

  Prior to accepting the activation of the heart monitor I was sent, I contacted BioTel for 2 weeks. I spoke with several representatives who confirmed that I would not be charged more than $25 for this device. 8 months later I receive a bill for $64. I am so tired of these medical providers charging absurd amounts of money ($3,300) to borrow a heart monitor for 2 weeks. I am disgusted by this practice and by this company. I want the balance waived for the time I have wasted talking to their incompetent staff, and having to file complaints to have this issue rectified.

  Business Response

  Date: 12/21/2023

  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 correspondence the week of 12/25/2023. 

  Customer Answer

  Date: 12/23/2023

  [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: ********
  
  I am rejecting this response because:
  

  This is not a solution, just an acknowledgement of processing.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 12/29/2023

  Thank you for the response.  

  
  

  I appreciate your clarification that I do not currently have a balance.  The entire experience has been a bit of a mess, not just on *******' side.  I was surprised to see a bill 8 months later.  Thank you again for explaining the process, and clarifying my $0 balance.

  
  

  Have a good day.

  
  

  *************************

• Initial Complaint

  Date:12/12/2023

  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.

  I had a fainting episode in October and went to see my primary care to rule out any abnormalities. She sent me home with a *** monitor and I was told to wear it for 7 days and that my insurance was checked and that it was covered at 100%. I do not have heart issues, never had heart issues. After sending it back in the mail I received a bill for $9,000, Insurance Payment $0, and Total Adjustment of $8,064, and billing me for $936.00 for 30 days of monitoring (I only had 7)! I called Biotel multiple times to get a detailed explanation of the bill. After weeks, I was mailed an itemized bill from my service, along with ANOTHER PATIENT's (not me) Bill and detailed Patient information -- this was a major HIPAA Violation, proving my distrust in CardioNet and my unwillingness to pay for a full service I did not receive. I am formally requesting that BioTel/CardioNet LLC to $218.4 (which equates to 7 days of monitoring rather than the 30 days I was billed for). I simply cannot afford to pay almost $1000 for a preventative test, especially when the company made a MAJOR HIPAA violation in the process. I also applied for Financial assistance, which they flat-out denied, AND wouldn't let me speak to anyone on their team or appeal.

  Business Response

  Date: 12/21/2023

  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 correspondence to the address on file the week of 12/25/2023.  

  Customer Answer

  Date: 01/02/2024

  This has not been resolved and I have not received an answer from BioTel

  Business Response

  Date: 01/18/2024

  Due to privacy laws CardioNet LLC is unable to provide detailed responses in this portal, however according to our records this complaint was investigated, and a summary of the findings was mailed to the address on file. 

• Initial Complaint

  Date:12/05/2023

  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.

  I had to wear a hear monitor from January 24, 2023 to February 23, 2023. I mailed it back to Biotel on 2/23/23. Several months went by with no bill so on May 30, 2023 I emailed them. They told me that the claim was submitted to ********** **** ****** in February but they would follow up with them. In November, I finally received a bill from Biotel for $1000.46. I checked my insurance and the claim wasn't submitted until 10/23/23. It took 10 months to submit to my insurance and 11 months to bill me. In the meantime, we have an HRA account that would have paid $589 of that bill if it would have been submitted to my insurance by 8/29/23. That would have cut my out of pocket cost almost in half. I called Biotel to see if there was anything they could do if I could prove that. I was informed that no, they wouldn't adjust my bill or work with me at all. I was also told that it took so long to submit the claim and bill me due to the company being bought and sold three times this year and also because of the end of the pandemic. I am beyond frustrated. I would like Biotel to adjust my bill to reflect the $589 that I would have received from my HRA account if the claim would have been submitted in a timely manner. I understand that I will need to prove that those funds were available to me at the time, which I can do. I'd like to say that I would never use this company again but unfortunately, if I ever have to wear a heart monitor again, I'm at the mercy of my cardiologist and I will have to wear whatever brand monitor that they use.

  Business Response

  Date: 12/18/2023

  This correspondence is in regard 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 a formal written response will be mailed 12/21/2023.    

• Initial Complaint

  Date:12/02/2023

  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.

  Hi, I keep receiving a bill from BioTel Heart / Cardionet, LLC. for heart monitoring. $2,900 reduced and requesting $250.00. I have never used this product or company, my name is mistyped, I have never been to this Doctor, used this device. I called my doctor to ask and they told me I have never used or needed such a device and they have never used this company. The date of service on the bill is a date when I was in the Dominican Republic and not even in the country. I have sent e-mails and a letters with no response. Calling goes unanswered, I'm at wits end! The account number they have listed #****** Address: P.O. Box *** Malvern, PA ***** Phone: ************ E-mail for patient billing: [email protected] Thank you in advance for any help you can provide, Ron Blazek Please let me know if I can provide anything else.

  Business Response

  Date: 12/18/2023

  This correspondence is in regard 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 a formal written response will be mailed 12/21/2023.    

• Initial Complaint

  Date:11/29/2023

  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.

  I had received a bill for a service received and contacted the company in hopes to avoid financial hardship. Upon doing so "BioTel" has a financial hardship form in which they request information to determine eligibility. I filled out their form, submitted my W-2 wage statement for 2022, and submitted in depth financials they requested. I was contacted November 9th, 2023 by a Biotel employee requesting ADDITIONAL information yet. At that point they then wanted my 2022 tax returns after reviewing what I had already sent. I asked for an address to send the documentation to in which they stated they did not know and they would have to send me the hardship form again via the mail I very specifically asked for reassurance this would not incur late payments nor be sent to collections while this was figured out. I was assured this would not happen and everything was noted on my account. I waited almost two weeks before I received the form in the mail. Upon opening it was not the hardship form, but a final notice that if I did not pay the amount it would be sent to collections. I proceeded to pay it immediately because this situation was EXACTLY what I was trying to avoid even though I was assured it would not happen. I was even told on the phone if once they could verify with my W-2 I would be eligible for some sort of discounted service. Now I am out 900 dollars and have a 30 day and 60 day late payments on my credit report. This whole experience was an absolute nightmare and I feel as though I was lied too. I do not believe it was fair whatsoever my credit report was damaged, and I feel as though I had no choice but to pay the full amount after they told me I qualified with one final document. I will NEVER use BioTel again and will next contact the hospital and file my complaint with them as well.

  Business Response

  Date: 12/18/2023

  This correspondence is in regard 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 a formal written response will be mailed 12/21/2023.    

  Customer Answer

  Date: 12/23/2023

  [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: ********
  
  I am rejecting this response because:
  They have not resolved anything. They claimed they will provide a written response on December 21st, 2023 due to privacy obligations on their part. I will readdress this issue once they have done their own internal investigation and I have been able to read their response. Thank you.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 01/18/2024

  Due to federal privacy laws CardioNet LLC is unable to provide a detailed response in this portal, however our records indicate that the complaint was investigated, and a summary of that investigation was mailed to the address on file.  Another copy will be mailed this week to address on file.  

• Initial Complaint

  Date:11/29/2023

  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.

  Biotel is a blood thinner monitoring service I report my blood thinner level to twice a month via a website and they relay this information to my cardiologist. They charge my insurance $880 a month and bill me $60 a month. Their bills contain no details such as my insurance provider information, the period being charged for, or any other details about what I am being billed for. My account statement says I have delinquent bills from all the way back in November 2022 but this does not show up on my monthly billing statement. Every time I go to pay my bill it seems there are additional unpaid charges from many months earlier. I feel this is a scam. Why haven't they sent these overdue charges to a collection agency if they are legit? I am seeking an accurate accounting of the amount I owe them and an assurance from them these are legitimate charges and my insurance company is actually paying the amount Biotel says they are. $880 a month to run a website I put a number in twice a month is ridiculous.

  Business Response

  Date: 12/18/2023

  This correspondence is in regard 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 a formal written response will be mailed 12/21/2023.    

• Initial Complaint

  Date:11/22/2023

  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.

  I wore a ****** monitor for 7 days. Received a bill several months later for $9000, where I owed $900. The bill had no explanation of how this amount was determined. Before I received the ****** monitor I asked my Dr. for the cost of it. I was told if I were to self pay it would be less than $300. My insurance company requested an itemized bill and I also requested an itemized bill several times and never received one. The billing is excessive without explanation.

  Business Response

  Date: 12/04/2023

  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 a written response will be mailed to the address on file by 12/7/2023.    

  Customer Answer

  Date: 12/18/2023

  [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: ********
  
  I am rejecting this response because: business claimed I received bill in June, and cannot make adjustments.  I did not receive the bill in June, I received it several months after this claim in late Sept.  
  
  Regards,
  
  *********************
  

  Business Response

  Date: 01/02/2024

  This complaint was reviewed, and a formal response was sent with the outcome of the investigation.  All proper billing procedures were followed any out-of-pocket cost assigned is a result of customers Insurance Plan Benefits.    

• Initial Complaint

  Date:10/30/2023

  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.

  Billing - Bill paid in full and cleared 1 month after service in June 2023. HSA has verified and resent verification to them. We are still receiving final notice bills. And the provider was actually over paid. It is now the end of October and their system is still stating that there is a balance. If this goes to collection, I will be taking this further.

  Business Response

  Date: 11/06/2023

  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 help resolve this issue.    

• Initial Complaint

  Date:10/22/2023

  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.

  I am a little caught off guard by this bill I received from this company.. I sent back all equipment $166.40 first statement just now sent (10/21/2023) even though my date of service was 5/12/2023. There are several legality issues in my state with that. I did my research and it states that they have **** days to send out a statement and it was also a surprise bill.. I was never told there was going to be another party that would charge me. Get charged just for using the device?? Cardiologist never stated such to me either.. since its been so long with them sending this out, I sincerely hope they wont try and send me to collections

  Business Response

  Date: 10/30/2023

  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 mail out a formal response in the next 24 hours.     

  Customer Answer

  Date: 11/05/2023

  [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: 20766339
  
  I am rejecting this response because:

  I am 100% aware that Biotel is contracted with my insurance but I genuinely dont recall receiving anything from my insurance provider with an explanation of benefits stating how much Id need to pay.. Also was extremely confused to be receiving a bill in late October for something that was done back in May haha. Respectfully I do say that i shouldve received the bill back in May not now.. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/11/2023

  Thank you for the feedback, it will be shared with our internal billing team.  As it relates to your EOB, this question should be directed to your insurance provider as they would have been the ones to mail you an explanation of benefits. 

  Customer Answer

  Date: 12/21/2023

  [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: 20766339
  
  I am rejecting this response because:

  Though I agree I should contact my insurance company but I do also know that *************** at the time did not inform me of this extra charge on top of what he charged me.. I would not have done this heart monitor had I known that Id be charged just for the services. I wasnt even sent an EOB. I feel it is unfair to bill me such amount when I did not know. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/02/2024

  This complaint was reviewed in detail and a response was mailed to the customer; all proper organizational procedures were followed. We are unable to speak on behalf of insurance provider or the physician as we are a separate entity and do not have visibility to their policies or procedures.   

  Customer Answer

  Date: 01/24/2024

  [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: 20766339
  
  I am rejecting this response because:
  
  I havent received anything in the mail from this company, *********** should have disclosed this to me.. highly unaware that a 3rd party would be on this as well. If Im not mistaken, *************** charged me to read the information himself. I was told that Id be sent a monitor and *************** would read it, nothing more to that. Am understanding that you have no contact to the insurance company or that physician but in all due respect I feel like this should belong to the No Surprises Act.. 

  You have the right to receive a Good Faith ******** for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/19/2024

  An investigation was completed, and the issue was closed. A summary of the findings was mailed in October, a copy of this document will be mailed to the address on file, today. 

  Customer Answer

  Date: 02/20/2024

  [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: 20766339
  
  I am rejecting this response because: I did not receive anything in the mail back in October from this company. I do not ************* with someone over there directly if that helps the situation any. The company states that something was sent out but there was not. If there was anything additional aside from the statement that was sent several months ago, I would have replied to that. I have stated last few replies that I also did not receive an EOB from my insurance before I even wore the holster monitor. I would not have worn it had I known that was the case. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/21/2024

  I also went all the way back into my claims.. they charged me for 30 days when my doctor only ordered it for about a week I believe. I didnt even have it in my possession for 30 days nor did my physician at that time order it for 30 days..

  I sent it back as stated by biotel or cardionet is what theyre going by on my uhc account.. Likely one of the reasons why it just went to deductibles

  Customer Answer

  Date: 02/21/2024

  Even more proof to state right off my patient portal on 5/9/2023, that my doctor only ordered a weeks worth of ekg monitoring with the device not 30 days.