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:12/02/2022

  Type:Customer Service 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.

  Had therapy session in January 2022 in early February the office realized they had my old insurance info I then provided them with my current insurance information. They office never went back to resubmit my bill under the new insurance until October. By then it was beyond the 180 days my insurance carrier required for bill payment. Instead of calling me they just charged my account $400 and sent me an invoice stating IF my insurance pays them then they will reimburse me. They did this under the premise of me signing something stating I will be charge if my insurance doesnt cover the services. The problem is my insurance DOES cover the services they just dont cover it if the provider submits the bill after 180 days of service. This is not a matter of my insurance carrier covering services its a matter of the office waiting 10 Months to submit bill for payment. That is not my fault. I did not sign contract stating I will pay out of pocket if the office doesnt do their job correctly. I am disputing this with my bank.

  Business Response

  Date: 12/05/2022

  I would like to help clear up some of the confusion and hopefully provide some resolution.
  
  First and foremost, we take pride in our services and want nothing more than for our patients to be satisfied with their care. It appears as though there was a misunderstanding regarding ********************************* insurance coverage. Our team is supposed to resubmit bills under the new insurance information as soon as it is provided, however in this particular case there was no updated insurance information provided until after the time-frame to resubmit which was past the 180 days. Client was called multiple times with no response after her claims were denied with reason being "not primary insurance provider". Client eventually informed our billing team she switched her insurance carrier, but because it was past the 180 days, the insurance carrier refused to pay for claims. It is the sole responsibility of each of our clients to provide up to date insurance information, in this case ***************************** did not update our billing team on her new insurance until months after services were provided.
  
  In an effort to rectify the situation, we charge the account for services rendered. Each client is solely responsible for any course of treatment that is not a covered benefit and sign an agreement stating this.
  
  Complaint ID#:

  Customer Answer

  Date: 12/05/2022

  I'm honestly shocked and appalled by not only the lack of accountability but the fact that your office is flat out lying. It is disgusting behavior from a medical establishment. Back in Feb 2022 I received an email from your office regarding my insurance. I responded to them with a copy of my new insurance information. I have attached a copy of the email I sent to your office in Feb 2022. My old insurance I did not have a copay but my new insurance required a $20 copay. I have also attached a copy of my first copay receipt. I continued to go to your office weekly paying a $20 copay every time. Therefore to say you did not ***** my insurance information? Knowing you did is a lie. When is your office going to say "Sorry ******** we messed up?" I emailed you in October to no avail I have attached a copy of that email as well. You need to take your own services. Learn how to have some accountability. Also, I have contacted my insurance provider and once I receive what they will send to me I will submit that as well. Because they rejected your claim due to untimely filing and stated you should not be billing me for those services. 

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/07/2022

  Dear ********,
  We apologize for any distress that this situation has caused you. At Revive Therapeutic Services, we take all complaints very seriously and are committed to providing only the best care possible to our clients.
  
  We have reviewed your attachment and can see that January 2022 was when your insurance plan switched from Optum to BCBS RI. Unfortunately however, we did not receive any updated insurance information from you so we billed Optum for the services you received at the beginning of the month of January. As a result, Optum denied insurance claims due to the reason "not primary insurance". Once our ****** was able to determine that you had an active plan with BCBS RI, all services were transferred accordingly.
  
  Unfortunately, as this transfer occurred after treatment had already been provided, it was not approved for final payment by BCBS RI. Please see attachments. There were numerous attempts to contact you for insurance card information in which we did not receive. We acknowledge that prior to switching insurance plans, you did not have a copay associated with your previous plan, whereas your new plan has a $20 copay requirement, that you indeed started paying once the new insurance was updated on our end. We understand how frustrating this must be and always strive to provide our clients with only the best service possible. It is super important as a client for any healthcare facility that you provide updates in regards to important information such as insurance, phone numbers, address and etc.
  
  If there is anything further we can do to assist or answer any questions you may have about this matter, please don't hesitate to reach out and let us know. We value your business and want to ensure that all of your concerns are addressed in a satisfactory manner.
  
  Sincerely,
  Revive Therapeutic Services
  

  Customer Answer

  Date: 12/07/2022

  Your response is saying a lot but not saying nothing at the sometime. It still doesn't make any sense. I had services in January,and you billed Optum in January they didn't pay you thats when your office contacted me in FEB 2022 and I then provided them with my new insurance information in FEBRUAURY 2022 - which is YES AFTER SERVICES WERE DONE but still within the 180 days required by BCBS RI to submit bills. Had your office been on top of things they would have resubmitted the claim to the proper insurance.But all they did was add the insurance for future billing only. YOUR OFFICE NEGLECTED to submit bills to the proper carrier within the timeline required by most insurances. I spoke to BCBS RI they informed me had you submitted it in time they would have covered it since 1) I had insurance with them at that time 2) they cover therapy sessions therefore there would be no reason to deny your claim. The reason they denied your claim is because of untimely filing. I have attached their denial here. You tried to submit claim in OCT when you had my insurance info since FEB.
  
  Youre acting like you strive to provide excellent services while you are STILL NOT TAKING ACCOUNTABLITY FOR YOUR MISTAKE.  The true problem here is YOUR OFFICE NEGLETCED TO GO BACK AND SUBMIT BILLS TO THE PROPER INSURANCE within the 180 days required. I havent been to your office since July I believe.Then in September I made an appointment. They messed up my appointment which is why I cancelled then Im assuming at that time someone noticed I had an o/s balance and decided to submit bills to the correct provider and did so in October but by that time it was too late then you decided to charge me based off something I signed. Which I attached and highlighted to show you all the areas where youre still wrong. I signed I would be liable if treatment is not a covered benefit- but this treatment was covered. Then the contract I signed states - " I'm IM DELIQUENT in providing my insurance information then the charges are my responsibility." But I wasnt delinquent. I gave yall the new insurance information within days of you requesting it. Then you keep stating that There were numerous attempts to contact you for insurance card information in which we did not receive. How can that be so when yall billed the new insurance in Feb 2022 for the Feb services. Make that make sense. Why would yall be calling me for new information when you clearly had it and was billing it? And charging me a $20 copay each time.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********