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:10/25/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a pediatric therapy clinic for children with special needs. We provide speech and occupational therapy services and switched to Fusion’s EMR system to process insurance claims in June of this year. When starting the process we were offered many add on services including assisted billing. We were told that the assisted billing team would not only process claims, but also follow up on unpaid claims, submit appeals and negotiate with the insurance companies when we had issues. We were further told that the billing team works on these things multiple times a day and in a timely manner. We entered into a contract for 1 year at 7.25% of paid claims. We are currently paying an average of $2500 a month. Since we started we have had nothing but problems that have significantly hurt our practice. We have gone 30+ days without information about denied claims, exceeding our time to submit documents to insurance. We have had families terminate services due to the billing process. There are little to no notes in patients profiles explaining where the process is at in order for us to communicate with families. We have ended up having to hire a secondary party to handle our difficult and denied claims while Fusion reaps the benefits of the paid claims regardless of who is fixing them. The percentage of claims paid makes it difficult to buy out of our contract in order to move on to billing process that would better fit our needs. I have contacted multiple people within Fusion only to be told that we are under contract until next year and there is nothing they can do.