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:09/05/2023

  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 paid a bill immediately upon receiving in January of 2022, since then I kept receiving the same bill and contacted them via phone and email to state this was already paid. Each time I was told this was being looked into and then no follow up. Now they have sent the bill to collections and cannot explain how or why that happened. And again were unable to fix the problem or find my payment. This was going on for OVER A YEAR! With still no resolution and now Im dealing with a collections company for a bill I paid.

  Business Response

  Date: 09/21/2023

  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 reach out directly to help resolve this issue.    

• Initial Complaint

  Date:08/28/2023

  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 April of 2023, I was prescribed a ambulatory telemetry monitor through my cardiology department. They elected to use BioTelemetry. I received the product and used it for 3 weeks. It did not work very well and often disconnected from the application it was supposed to sync with. I sent all of the materials back in May 2023. The results of the telemetry monitoring was interpreted by a local provider NOT BioTelemetry. Months later, I got a claim from my insurance that it was denied as out-of-network and the member responsibility was $9,000. It was THAT much to simply USE their device. When I called BioTelemetry, they had NO evidence of a bill, service, or record that they sent a claim over to my insurance. The customer service rep claimed she had nothing on file for me. However, that can't be true because I have the claim statement/denial from my insurance company. This is absolutely outrageous to charge thousands of dollars for a product use and then have no record of it being completed months later. This company is predatory. I am disgusted with the business ethics of BioTelemetry thus far.

  Business Response

  Date: 09/12/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent *********, 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:08/25/2023

  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.

  You may recall these facts 1.  Dr. ********** prescribed a total of 4 heart monitors.  3 were returned.  I’m on surveillance video at the hospital retuning it and I received a receipt. See photo containing the receipt from Dr. **********’s office.  The 4th heart monitor my child was currently wearing at the time ******* heart monitor company fabricated the false bill in the amount of $1,850.00.  2.  During a recorded conversation with a ******** Representative they first admitted to confirming that I returned all 3 monitors and will not be billed. Then they started lying by saying they received 2 out of the 3 heart monitor that I returned.  Then after I was forced to file complaints as an attempt to dismiss the fraudulent bill ******** heart monitor supervisor retaliated by saying they only received 1 heart monitor and now I will be billed $1,850 + $1,850.  This retaliatory false claim by ******** is wrong, fraudlent, abuse of power and abuse on disabled people who need heart monitors and are more likely unable to fight ******** unwarranted, and unethical attacks.. Since ******** claimed not to receive my child’s heart monitor who has it?  Where is it?  Most importantly who and how can anyone read the crucial heart information that was recorded on the heart monitor?  I’m afraid to return it by mail because it’s very likely they will deny receiving it again eventhough I provide evidence. How should I proceed with returning this heart monitor?

  Business Response

  Date: 09/12/2023

  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.    

  Customer Answer

  Date: 09/25/2023

  Dear Bbb,

  please assist. The issue still is not resolved. The indisputable facts are:

  1) Biotel billed me for devices I previously returned. They continuously ignored my receipts confirming I returned the devices. (see photos)
  

  2. I have 2 monitors in my possessions.  1 was issued from a different doctor. It was never used.  The Doctor told me to return it when I come back to the hospital at ** ************.  The other heart monitor was a 28 day heart monitor that my daughter was currently wearing when Biotel began fabricating fake bills.  I still have this in my possession because bio-tel attempt to hold me financially responsible for heart monitors that were already returned to them. Therefore, I informed Biotel that I am willing submit both heart monitors to them directly in their hands by arranging one of their employees to come to my home to pick it up directly from me and at the same time issuing me a receipt that Biotel confirm having the device in their possession. Otherwise Biotel will continue to be dishonest, lie, and bill me falsely claiming that this is another bill for an unreturned device.  By now it’s obvious and common knowledge that Biotel does not acknowledge returned receipts as proof of heart monitors been returned so returning it via fedex, ups, or to doctors office video recording the entire transaction of me returning the device. So returning it using those methods is not an option when dealing with a dishonest company that fabricate fake billing practice.  The only option I have to return this device is for a Biotel employee or Biotel messenger service come directly to my home to pick it up upon giving me a receipt on Biotel letter head and signed by Biotel corporate officer stating they received the heart monitor(s) with serial number#. … also stating I owe $0. Balance. And all monitors are received from patients account. 
  

  please assist with the date and time a Biotel employee or messenger will come to my home.

  Thank you

  Business Response

  Date: 10/30/2023

  According to our records all the equipment associated with this account have been returned.  There is no additional action required at this time. 

  Customer Answer

  Date: 11/10/2023

  Hi,
  

  my child had several medical spots and I was tending to their needs helping recouperate.  
  

  Regarding biotech I am dissatisfied with their services.  I have not received a formal apology nor receipts as promised stating that each heart monitor was returned and received by them. I want written receipts for each heart monitor and I want all debt removed off my credit report. Please assist.

  thank you

• Initial Complaint

  Date:07/31/2023

  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 received a bill from Biotel on 7/17 on the mail. I proceeded to call there office the same day (7/17) to get a copy of my ****** monitor data. The employee stated that I needed to send an email to the patient-billing department and gave me there email.I sent an email to the patient-billing department on 7/19 and the department has refused to provide me with my medical data which is a violation of my medical rights. I filled the paper work (SSN, email, patient data, etc.) to get a copy of my data and the company has refused to send me my medical information but demands that I paid them for the service. I told them I can't pay until I get my data since I don't know what they are charging me for.I see the company has an F rating, I am also trying to get clarification if I should just file a patient right violation and ethics claim?

  Business Response

  Date: 07/31/2023

  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.    

  Customer Answer

  Date: 08/01/2023

  Hoping this is a learning experience for your team and not another customer has to go through this process for weeks to get a copy of data that belongs to them in the first place.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair 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 received an ECG monitor to wear for a specified amount of time. I did not wear it the entire time and returned the equipment to BioTel early. I received an explanation of benefits from my insurance stating they billed me over $3000. However, there is no history of the monitoring. My doctor can't find it. Some info they sent seemed made up and didn't correspond to my PCP's observations. I got another bill in June stating I owed nearly $200. This cannot be accurate. I have already read of numerous lawsuits against this company. I believe my case applies. What they are doing is not right.

  Business Response

  Date: 07/27/2023

  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 address on file within 48 hours of this documentation.   

  Customer Answer

  Date: 07/29/2023

  [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 should have accompanied the original letter/bill sent to me. It is easy to draft a letter after the fact of this complaint. The charges appear inflated and highly inaccurate. 
  
  Regards,
  
  ****** ***
  

• Initial Complaint

  Date:07/02/2023

  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.

  Received Mobile Cardiac Telemetry monitor device from the VA, I was suppose to wear it for 30 days but one night I woke up with some pain in my chest and found out it was the device burned my skin. I quickly removed the device and returned it. Consumers need to be aware of the potential of there skin being burned.

  Business Response

  Date: 07/17/2023

  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.    

  Customer Answer

  Date: 07/21/2023

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  I have tried to reach the company numerous times, I'm always put on hold for multiple minutes which I find very irresponsible of this company this is why I've rejected your response.
  
  

  Business Response

  Date: 07/24/2023

  We have called and left messages as well as sent an email follow up regarding your feedback.  We will reach out again today.  

• Initial Complaint

  Date:06/29/2023

  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 have tried to call this facility numerous times and the hold time is astronomical so I sent numerous emails. My daughter at ****** pediatric cardiology on 11-22-22. He ordered her to wear a heart monitor for 2 weeks (14 days). Unfortunately she was unable to wear the monitor due to it irritating her skin. I received a bill for a 30 day ECG monitor for $835 ($9,000) billed to our insurance. This is absolutely ridiculous and I am disputing these charges! I do not think it is right that you sent a claim to my insurance for $9,000 for a 30 day heart monitor that was not worn even 3 days by my daughter. I'm happy to pay a prorated amount, but I will not pay $835.I have contacted the providers office about this and their nurse called the Cardionet/ Biotel rep many times and he said there is nothing he can do. I am also a medical sales rep and I know for a fact there is something he could do, therefore, I am not accepting this and this complaint to the BBB is my last resort because I cannot get help from anyone else. Cardionet/Biotels unethical billing practices need to be brought to the attention of ALL providers, insurance companies and the public. I am a hard working mother and wife and I recently went through 18 rounds of chemo for ovarian cancer last year at 36 years old, therefore, I am a fighter and I will fight this claim until something is done to resolve this and this company is made responsible for their unethical billing practices.

  Business Response

  Date: 07/20/2023

  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.    

  Customer Answer

  Date: 07/20/2023

  [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 the business does not offer a solution in their response. They only say that they will look into the complaint and judging by their lack of response to my direct emails and phone calls, I wont hold my breath. This company is a joke and their billing practices are unethical. I hope that every managed care company finds out what a scam they are and how they are negatively effecting patients credit. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 07/24/2023

  The complainant should receive a formal written response in the mail. This was mailed out last week.  

• Initial Complaint

  Date:06/21/2023

  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.

  A service was received on 8/22/22, I did not receive a statement until 4/28/23 (statement date, not received until May 2023). When I went online to pay, it showed no statements and no outstanding bills. It had already been sent to collections! My credit should not be impacted by their inability to bill efficiently. There are numerous complaints to the same effect, so I am not the only one.

  Business Response

  Date: 06/22/2023

  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:06/06/2023

  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 was prescribed a heart monitor by the Cardiologist *********************. No one explained that there would be a charge for the monitor. The monitor arrived to my house and I read all of the instructions. No where in the instructions did it say that they would charge my insurance for the heart monitor. Seven months later a bill went to an address in New York that I have not lived at since 1997. The bill was for $625.24. I was surprised by this bill and it seems like they were trying to be deceptive by sending the bill to an old address. The company had my address because they sent me the heart monitor. However, they didn't have my address when it was time to send the bill. 

  Business Response

  Date: 06/16/2023

  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:05/19/2023

  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.

  On 12/29/2022, my cardiologist put a ****** monitor on me. I wore it for 7 days. To the best of my recollection, neither my doctor nor anyone in the office gave me any material or verbal notice that I should expect a bill from a third party. I was not told that the monitor was owned by a third party. I was not made aware that more charges could follow. I was told that I would be free and clear after paying follow-up office bills for my co-pay after the doctor billed my insurance company. On 5/8/23, BioTel sent me a bill for "the ****** Over 7 Days Scanning Analysis with Report prescribed by your provider" and said that the bill is "in addition to charges you have incurred during your visit." The bill is not itemized. It says: Total Charges $3,500.00 Insurance Payments $0.00 Total Adjustments -$3,158.95 Patient Payments $0.00 AMOUNT YOU OWE $341.05 I called the company and asked for an explanation, and was simply told over and over that they are a third party company and charge patients separately from the doctor's office. I told them that I was never made aware that a third party was involved in my healthcare. I asked when I agreed to pay or when I signed a contract for services, and was told that it was my doctor who made the third party deal for the heart monitor, and that I had no say in the matter. The representative blamed my doctor for not explaining it to me and blamed me for not asking whether a third party owned the monitor. I requested an itemized bill, and the representative said that they would send one. However, it does not sound like the company is committed to resolving the issue. My account number on the bill is ******.

  Business Response

  Date: 06/12/2023

  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.    

  Customer Answer

  Date: 06/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I received a response from the company in the mail which says that they rely on doctor's offices to explain the terms of use of their device. The company also claims that I signed an agreement to pay and that materials about the third party payment were included with the device when it was attached to me -- I don't remember that, but that doesn't mean it isn't true. They said that my doctor's office should have a copy of the agreement that I signed, but I have not been able to verify that; I get the run-around every time I call, and can't get anyone who might be able to see those records to respond to me. I am paying the bill from this company, and I do not know where to assign blame about this process, whether it's on me, my doctor's office, or this company.

  Personally, I feel dissatisfied with the customer service and general lack of transparency I have experienced throughout this process. Most of the customer service I experienced was somehow circular. For example, this company's phone-in customer support representative promised to send me an itemized bill, and instead I received a bill with a letter that claimed it was itemized, but it still had just a single item for the entire charge.

  I am unhappy with the opacity of this process and with the shock of receiving a bill nearly six months after I thought I had paid all charges for my medical care. However, I accept that this matter is as close to resolved as it will ever be.
  
  Regards,
  
  *****************************