Complaints

This profile includes complaints for Alcoa Billing Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alcoa Billing Center

  3429 Regal Drive Alcoa, TN 37701

• 

  Alcoa Billing Center

  1900 N. Winston Road Knoxville, TN 37919

• 

  Alcoa Billing Center

  265 Brookview Centre Way Suite 400 Knoxville, TN 37919

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:08/05/2024

  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.

  I am writing to file a formal complaint regarding a medical bill from TeamHealth that has been sent to collections under questionable circumstances. Despite my efforts to resolve this issue directly with TeamHealth, I have been unable to reach a satisfactory resolution. They sent my bill to a collections agency, HRRG, despite me informing them multiple times they needed to bill my insurance and personally giving them the billing information for my insurance company. Below are the details of my complaint: Date of Service: July 7, 2023 Insurance Company:******************** ******* ******* ********* ****** ** ******** ****** *********** of the Problem On 07/07/2023, I visited the emergency room in Arkansas. I was covered by insurance through BlueCross/Blueshield, and I paid my copay at the time of service. Subsequently, I received a bill from TeamHealth for the emergency room doctor’s time, which should have been covered by my insurance. I contacted TeamHealth’s billing department multiple times to provide my insurance information and confirm coverage. I have my communications with them on two of these occasions, 09/27/2023 and 01/29/2024. I have attached those messages to verify my account and show that I made them aware they needed to bill my insurance company and attempted to help them do so. I believe I used their online chat an additional time as well, but I cannot find my own record of this. Despite my efforts and the confirmation from my insurance company that they have processed the claim, TeamHealth failed to resolve the issue and sent the bill to collections. I received a letter from HRRG, a debt collection agency, stating that the bill had been sent to collections. I now have to dispute this debt and deal with the potential ramification it will have to my personal credit score. I contacted both TeamHealth’s billing department numerous times and provided the required insurance information. Despite this, my account was sent to a collections agency.

  Business Response

  Date: 08/08/2024

  We have contacted HRRG to have them close this invoice due to timely filing. This claim should have been sent you your home plan once the local plan denied the coverage. Please allow thirty days for this matter to be resolved with HRRG. They are a non-reporting agency, and they do not report to the credit bureaus. 

   

  Thank you.

• Initial Complaint

  Date:07/29/2024

  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.

  Being charged for twice for an ER visit after I've already paid the hospital $734

  Business Response

  Date: 09/09/2024

  September 9, 2024

   

  Alcoa Billing Center 

  3231 North Star Circle

  Louisville, TN 37777

  Dear Ms. Frank, 

   

  I would like to first apologize for just now getting back to this complaint.   The patient has stated that her complaint is due to receiving two bills for one visit,  I would like to explain that when a patient goes to the ER they will receive a bill from the facility, a bill from the physician, and if the patient had any type of x-rays or labs, they would receive a separate bill for those services also.  The physician does work at the facility but not for the facility.  Therefore the patient would obtain a bill from the physician group.  I would like to ask the patient if they would send me their account number so I can research the account more thoroughly.  

  Humbly yours 

  *** ****

  Patient Services Supervisor

   

• Initial Complaint

  Date:07/22/2024

  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.

  I entered NCH North Naples for treatment in the emergency room on 5/25/2024. I gave all requested information at the desk. No mention is made at that time that the patient will receive bills from multiple providers. After my services, I received bills from 5 separate providers for services rendered on 5/25/2024. Even though unknown upfront, this isn't a concern. Because I carry a high deductible, catastrophic health insurance, I often pay cash for services to benefit from self-pay discounts. This is of course my legal right. Of the 5 providers I contacted to rebill my services and include any self-pay discounts, only this provider has declined. They first told me I couldn't, and it was mandatory that I bill my insurance. They backed off of that story when challenged. They then said that they can't reverse the claim. Again, when challenged, they agreed this was not true. Finally, they told me the self-pay discount was only available to uninsured patients. This too is a simple fabrication as they do not have the tools to verify or mandate at the time of service. IT IS THE PATIENT"S CHOICE, each and every time. During my call with the provider I spoke to one customer agent and 2 supervisors. I want the insurance claim reversed, the claim billed as self-pay and the 20% discount applied. There is simply no explanation for not doing so that is reasonable.

  Business Response

  Date: 08/13/2024

  At the time of service the patient signed a "consent to treatment" form at the facility and provided their insurance information. By law, if the biller is provided with health insurance for the patient that insurance has to be billed. We would be out of compliance with the law by applying an "uninsured discount" to an insured patient. The patient's insurance has applied the remaining balance towards the patient's deductible amount and the balance is due as is per the EOB we received from their insurance carrier. 
  

  Business Response

  Date: 09/11/2024

  SEPT. 11, 2024

   

  ALCOA BILLING CENTER 

  3231 NORTH STAR CIRCLE 

  LOUISVILLE TN 37777

   

  COMPLAINT ID:  22018337

   

  To whom this may concern, 

  I have reviewed Mr. ****** complaint.  I would like to state that if a patient is treated at an ER, and they were to go by ambulance, treated by a physician, a physician assistance or a nurse practitioner. If the patient received any labs or Xray's right there the patient has received a total of 5 separate bills due to the facility has their own billing, the physician has their own billing, the ambulance service has their own billing, Labs have their own billing  and Xray have their own billing.  I have honored Mr. ****** request and rekeyed his service while  providing him a 20% self pay discount to the account. 

  On behalf of the  physician group we humbly apologize for any inconvenience this  has caused.  A new statement will be mailed out to the patient. 

  Humbly yours 

  ***** **** 

  Patient Services Supervisor 

  10322908043

  Customer Answer

  Date: 09/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22018337, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/02/2024

  Type:Billing 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 have been in contact with Team Health Billing support for several months now regarding a billing issue for my daughter (Account number *********) for Services rendered Sept 16, 2023. We received a bill in October 2023 and paid it (October 22, 2023). After reviewing further, I noticed insurance was not billed for the services so I followed up with Team Health to have them bill my insurance (October 26, 2023). Team health submitted the claim in late December to which my insurance company denied it citing it was too far from service date (Blue Cross Blue Shield Massachusetts claim **** **** **** ***). After further follow up with Team Health in early 2024 they put the bill under review and issued a refund on April 19, 2024. On April 23, 2024 they sent another bill for the same amount for services provided Sept 16, 2023. When I called to inquire about the bill they wanted me to ask my insurance why the claim wasn't covered and that I would have to pay for the bill if insurance wouldn't cover. Can you please help me? I think this bill should be written off by Team Health since they did not bill my insurance in a timely manner resulting in them not receiving payment.

• Initial Complaint

  Date:03/14/2024

  Type:Billing 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.

  Hello! I was seen at the local emergency room for a broken arm. I received a bill from Alcoa Billing for $1284. They claimed that insurance denied it and it is now my responsibility. Yes, Initially my insurance denied the payment to the Alcoa billing because I needed to provide incident details which I provided twice. Finally after my insurance approved it on 2/16/24, my portion is $76. I emailed a screenshot from my EOB twice and I contacted Alcoa billing several times explaining that insurance DID approve it, asking to look into it again. I even had my insurance agent call them and confirm that insurance approved it and my part is $76 only. I am not getting anywhere and the bill is still $ 1284 and it’s about to be past due. I am asking that this billing company look into this again, and finally verify that I owe only $76. It is incredibly frustrating that I cannot get any resolution with this Thanks

• Initial Complaint

  Date:02/12/2024

  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 received a statement balance amount of ******* total amount to pay for Date of services 12/29/2022 & 12/30/2022. I then received a statement almost two years later saying that I owe $269.00 for the same services because my claims were billed incorrectly stating that I was out of network when I really wasn't. Payment from insurance company was recouped well over a year later which makes the claims resubmitted as incorrectly because now they are not filed as timely billing which is incorrectly for the insurance company and not patient responsibility. I know this because I work as a Medical Billing and Coding Specialist as well. They can not send me a claim for balance that the company filed incorrectly and then waited almost two years to send to me as patient responsibility. They have proof that I paid balances in full from the EOB's and statement that was originally sent to me. I should not be held liable for the company's neglance in filing claims correctly. I have also submitted a Griveance Form filing a complaint as well. My account number is M44149543. I have spoken with my insurance company of this matter numerous times as well. My insurance ID # is ************ **** ***** **** ************ ***** * ***********0. I was also told that I would receive a refund check that would be mailed to me and then they stated that I will not now. Spokecwith Repsentive Kiarra. Repsentive Tamika From **** **** ***********. Heather about my refund check whom provided my with their number to verify my card I used to make payments at ************. I spoke with Tonya on 1-24-2024 and also Tay & Debra on 1-29-2024. I also asked to speak with the manager numerous times at BCBS and no would allow me to do so which is totally uncalled for and very unprofessional as a company's whole. Again, I work in the medical field and we would never do this to our patients. I did also speak with Lisa on 01-12-2024 Reference # AZ7 about my EOB's as well. Timely filing, not pt responsibility.

  Business Response

  Date: 02/26/2024

  Good Afternoon.

  The patient's insurance carrier has performed an audit on claims they processed in the Fiscal year. It appears that these are two of the claims that were reprocessed in their audit. Please see attached EOBs received by us from your carrier dated 12.7.23 showing the most recent processing of these claims. We have not ever received any timely filing denials from the carrier with regards to these invoices.

   

   

  Thank you,

   

   

  Customer Answer

  Date: 02/27/2024

  
  Complaint: ********
  Are they going to look into the timely filing and fix correct with claims because that is not patient responsibility. Claims are to be worked in a timely manner and not be put off on patient responsibility because of lack or neglect on the insurance part. 
  I am rejecting this response because:
  
  Sincerely,
  
  Melanie *****

  Business Response

  Date: 03/04/2024

  The EOBs we received from the carrier that were attached did not reflect any timely filing denials on them. Please contact your carrier with the attached EOBs to confirm with them the balances are correct.

• Initial Complaint

  Date:02/05/2024

  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.

  Date of service: 2/20/23 Billed 11/14/23 Used the wrong code and my insurance won’t cover the bill and now they refuse to change the code used so I am left responsible to cover the bill because it is an out of network provider.

  Business Response

  Date: 02/06/2024

  Unfortunately without an account number or additional patient information I am not able to locate an account to review this issue further. Please contact our Nation Patient Service Center at ************ for further review.

   

  Thank you,

• Initial Complaint

  Date:01/29/2024

  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.

  I Keep Getting a Bill from these people when I have complete medical coverage I have a no out of pocket expense I’m on a fixed income I also was told that what these people are doing is against the law because of the fact that I have total and complete coverage I’m a senior on a fixed income and I also think these people are frauds because the address zip code and location of their so called bill doesn’t exist I don’t want this going on my credit report I’m not supposed to be billed for anything especially since I have full medical coverage and I don’t know how they got my middle name I sign things always like this ******* * ******** I never use my middle name If this is legit they need to bill Humana Medicaid or Medicare I am NOT SUPPOSED TO GET BILLED FOR ANYTHING I was also told they put the wrong digits in and all the mistakes are on them it’s not my fault they keep putting in the wrong information to bill the medical insurances they need to quit sending me the bill especially when I’m fully insured and covered and they better not report this too the credit bureaus this is not my fault I will send the BBB the letter sorry I wrote on it Thank You BBB for Your Help Time and Service it’s and I GREATLY APPRECIATE YOU ALL

  Business Response

  Date: 01/29/2024

  The patient's primary and secondary carrier has been billed for these services, however, they are not paying on the claim stating the diagnosis is not covered. The patient will need to contact their primary insurance to appeal this decision with them. We have already reviewed the claim and the coding on the claim and deemed everything to be accurate. There is no further action to be taken by the billing center. Unfortunately, the patient is responsible for the balance due to this denial from the insurance unless the patient can get the insurance to pay the claim for them. If they have any further questions, please contact our National Patient Service Center at 888-952-6772. Thank you.

   

   

  Customer Answer

  Date: 01/31/2024

  Also BBB there is no Billing Date to be found on the paperwork I was sent and no phone number to call and how did they get my middle name I never give out my middle name I always sign and write my name ******* * I never use my middle name there’s a lot of information missing on there part and the address on the paperwork can’t be found I find it all suspicious and as I said before Humana never got this bill and they meaning Humana said they never got it and needed a time and date of service and I have NO OUT OF POCKET EXPENSES meaning that what they’re saying and doing is against the law to ask me for the payment 

  Business Response

  Date: 01/31/2024

  The patient's primary and secondary carrier has been billed for these services, however, they are not paying on the claim stating the diagnosis is not covered. The patient will need to contact their primary insurance to appeal this decision with them. We have already reviewed the claim and the coding on the claim and deemed everything to be accurate. There is no further action to be taken by the billing center. Unfortunately, the patient is responsible for the balance due to this denial from the insurance unless the patient can get the insurance to pay the claim for them. If they have any further questions, please contact our National Patient Service Center at 888-952-6772. Thank you.

  Business Response

  Date: 02/02/2024

  The patient's primary and secondary carrier has been billed for these services, however, they are not paying on the claim stating the diagnosis is not covered. The patient will need to contact their primary insurance to appeal this decision with them. We have already reviewed the claim and the coding on the claim and deemed everything to be accurate. There is no further action to be taken by the billing center. Unfortunately, the patient is responsible for the balance due to this denial from the insurance unless the patient can get the insurance to pay the claim for them. If they have any further questions, please contact our National Patient Service Center at 888-952-6772. Thank you

  Business Response

  Date: 02/06/2024

  he patient's primary and secondary carrier has been billed for these services, however, they are not paying on the claim stating the diagnosis is not covered. The patient will need to contact their primary insurance to appeal this decision with them. We have already reviewed the claim and the coding on the claim and deemed everything to be accurate. There is no further action to be taken by the billing center. Unfortunately, the patient is responsible for the balance due to this denial from the insurance unless the patient can get the insurance to pay the claim for them. If they have any further questions, please contact our National Patient Service Center at 888-952-6772. Thank you

  Customer Answer

  Date: 02/06/2024

  I called Humana and they said Alcoa keeps putting in the wrong information and Humana told me on a 3 way call to Alcoa that I ******* ******** am not responsible for any bill I am not and I refuse to pay for Alcoas mistakes I am again going to call Humana and Alcoa again and I am going to file Harassment Charges on this I am sick tired and fed up with the harassments done to me by this company I am calling tomorrow February 7th enough is way past enough 

• Initial Complaint

  Date:01/19/2024

  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.

  May 2022- daughter seen in ED, separately billed by physician practice although wearing hospital named attire and badges. Then sent to collections for their bill I never received because they sent it to the wrong address (apparently there were system updates occurring and theirs didn’t get updated with my new address- not my problem, it was provided) Of note, daughter was admitted so all ED copays should have been waived. When I asked what the office does when they’ve sent bills that don’t get paid, I asked if they attempt to call a patient. The answer was no, we just send the bill to collections. Oct 2023- daughter with an ED visit, possible appendicitis, ED doctor again dressed as an advent health physician billed separately again, to press on her belly, order an ultrasound, and tell us to go home and wait ******* ******* My responsibility separate from my already **** Ed copay which covers all services rendered was **** for the provider group

  Business Response

  Date: 02/06/2024

  Unfortunately without a patient account number or other patient information, I am not able to locate the account for an accurate response on this issue. Please contact our National Patient Service Center at 88-952-6772 to discuss in further detail.

   

  Thank you.

• Initial Complaint

  Date:12/22/2023

  Type:Customer Service 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 was referred to Mission Health ER in April 2023. To summarize the negative level of service, after sitting in a waiting area for 7+ hours, I never received any treatment for the reason I was there. Now, I am dealing with an overcharging of "services" through TeamHealth. I have had to call the billing company at least 8 times to try to remedy one of the several bills from this date (I am still waiting for the other bills from other companies to be charged to insurance). I have a primary and secondary insurance coverage involved. The final bill I received from TeamHealth is well above the allowed amount after insurance, and they are refusing to adjust the bill to reflect the final EOB. A supervisor's only explanation was that "it is against policy to adjust for secondary coverage" and that that was standard practice. When I asked how that makes sense because I am almost owing more for having a secondary coverage than if I only had a primary, she couldn't give me any explanation. I am now receiving "Avoid Collections" notices about every 3 days, and when I call to explain that my secondary insurance is going to send a further explanation within 90 business days to try to remedy the disparity between the bill and the EOB, they refuse to listen to my questions or explanations. The most recent call I had, the customer service rep explained I can call after the new year to discuss payment options if I'm still unable to pay the balance and then rushed me off the phone saying they needed to take other calls. Each representative I have had has been unable to answer any questions about the discrepancies, how to get the bill to accurately reflect the EOB, or even how much time I have before I will be sent to collections. Unfortunately, if they refuse to adjust after receiving a further explanation from my secondary insurance, I will be stuck paying almost **** more than I should owe because of their "policies."