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:08/23/2022

  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.

  Inaccurate bill from nw emergency physician for $909 IVE disputed many times. I've had health insurance and shouldn't be billed at all. Now it says march 2,2022 it was opened.

• Initial Complaint

  Date:08/23/2022

  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 had an intercostal muscle strain followed by a respiratory infection. After it resolved I still experienced left-side abdominal pain when breathing in. On Oct 8, 2021, urgent care referred me to Swift Creek Emergency Center because of elevated WBC count in case I needed antibiotics (see TH1). The ER confirmed my WBC count and radiology were normal. I was prescribed Advil and discharged with papers stating my condition was unknown but not serious (see TH2). My condition was soon diagnosed elsewhere as a muscle strain and treated by a physical therapist (ICD-10-CM diagnosis code S29.011D, see TH3). I received a physician bill from TeamHealth with CPT code XXXXX for a Level 5 Emergency Department (ED) visit (see TH4). This is the highest level in the range from XXXXX to XXXXX for ED evaluation-and-management (E/M) service, with higher numbers indicating more extensive and complex treatment. Services coded at XXXXX typically require medical professionals to treat problems that are of "high severity and pose an immediate significant threat to life or physiologic function", and require "medical decision making of high complexity", which is "a reference to the level of risk in assessing and treating the patient's condition", according to the descriptor. To summarize: an ER visit for what was a muscle strain that was not diagnosed or treated and for which the physician stated in discharge papers that "your condition does not seem serious now" is being billed with CPT code XXXXX for $1683.00. TeamHealth's responses to my filed disputes for billing at Level 5 E/M service code XXXXX instead of Level 1 E/M service code XXXXX is that ED visits cost more than doctors office visits, thus they decided their code use has been upheld (see TH5). CPT codes XXXXX-XXXXX are exclusively for ED visits, so this rationale is faulty. The documents do not substantiate the need for the billed level of service. This is fraudulent upcoding. I want the charges removed or CPT coded at XXXXX.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/26) */ I have reviewed your letter that you have filed with the BBB. I just wanted to let you know that I have placed your account on hold and I have sent an email to the VPO to see what direction should be taken on your account. Once I hear something back I will let you know. I would like to thank you in advance and again once I hear something I will let you know. Humbly yours Patient Services Supervisor Consumer Response /* (3000, 7, 2022/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I look forward to receiving a response. I had previously sent three bill disputes by certified mail and one dispute by email (which I sent when advised by customer service that they had somehow lost my second dispute sent by certified mail). The most recent response I received, which was attached to this original complaint (TH4), was TeamHealth's response (dated 08/09/22) to my third mailed dispute. It is an identical, copy-pasted letter compared to TeamHealth's response (dated 04/14/22) to my first mailed dispute. The only text difference is that the first dispute's response was signed by ****** ******** while the third dispute's response was signed by ***** ******** Both letters were word-for-word identical and justified billing a muscle strain with the presenting problem of a mildly but not clinically significant elevated WBC count at the highest possible charge rate meant for high severity cases on the basis that Emergency Department visits cost more than doctors office visits, which is a non sequitur. TeamHealth's response to my second dispute was just to send another bill. On the basis of the fact that the text of their dispute responses did not address the complaints, and the fact that their responses were either identical letters or merely a bill, I do not believe that TeamHealth's provided mechanism for consumers to submit bill disputes is functional. TeamHealth has been informed four times before now about this fraudulent upcoding and has not acted upon this information, which suggests that upcoding may be their business model rather than a simple billing error. This is the fifth time they have been informed of this incorrect billing. I sincerely hope that they respond in earnest to this complaint filed with the BBB. Business Response /* (4000, 17, 2022/09/15) */ SEPT 15, 2022 Dear *** *************** I would like to take this moment to apologize for the delay in getting back to you. I was waiting on the VPO. I have just heard back from them and they have informed me to write off the entire bill. I have applied the adjustment to your account and I will mail you a zero balance statement to reflect what I have stated. Again I do apologize for the delay but your account has been fully written off. If there is anything else I can do please do not hesitate to let me know. Humbly yours ***** **** Patient Services Supervisor XXXXXXXXXX Consumer Response /* (2000, 19, 2022/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/22/2022

  Type:Product 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 went to the ER for an outpatient visit on 7/16/21. I don't have insurance so I am on a payment schedule with the hospital to pay off the amount due. Several months after I received a bill for professional services related to my ER visit. I called the hospital and they informed me to submit my discount letter to the professional services biller so that it could lessen the cost of the bill. The hospital awarded me an 81.7 % discount for my bill and advised the professional services would do the same. I called and spoke to the third party and they confirmed that I could lessen the charges with the discount letter, and advised me to send it via email. I did the more than once and each time when I would call to follow up, they said it wasn't received or it wasn't on file and to resubmit. They also verified the email I was submitting it to was the correct email and advised me they would note my account and told me not to worry about the bill until the discount had been applied. I hadn't received any new bills at my new address so I assumed it was being worked on. Alas, it wasn't worked on because they sent my billed charges to collections. I made multiple attempts via email and phone to resolve the billed amount, and they sent me to collections anyway. This is absolutely unacceptable and completely unfair.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 7, 2022/09/13) */ I have reviewed your complaint letter to the BBB. I have reached out to our internal agency HRRG and I have asked them to adjust your bill by 82% and send you a new statement. This agency HRRG is not a credit reporting agency and it will not affect your credit. Humbly yours Patient Services Supervisor Consumer Response /* (2000, 9, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they follow through with the resolution then I will be satisfied. That remains to be seen, so for now I am satisfied.

• Initial Complaint

  Date:08/15/2022

  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.

  On June 12th, 2021 I was in Florida (I live in Michigan) and had to have emergency surgery. My Michigan Blue Cross Complete insurance covered my entire surgery, I have never received a bill from them for anything. This company keeps sending me a bill for $2,266.00 for a portion of my surgery that supposedly was not covered by my insurance. When I contacted them and asked them why I'm receiving this bill since everything was covered by my insurance they claimed that this portion was not covered by my Florida BCBS insurance. I do not have nor have I ever had Florida insurance. I've given them my correct insurance coverage information 3 times. They have yet to file a claim with my correct insurance for this alleged balance that I owe and keep billing me claiming that my Florida insurance (which I don't have) didn't cover it. If this is a legitimate balance that I owe my insurance would cover it and since my insurance has yet to receive a claim for this I'm assuming this is a scam. I would appreciate if this company would stop billing me.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/15) */ I have reviewed your letter that you have filed with the BBB. I would like to know if you could please send me a copy of your BCBS of Michigan card so I can submit a claim to the correct carrier. On behalf of the physician group we had originally sent a claim to BCBS of FL which they denied inquiring us to submit the claim to Michigan. Once I received a copy of the insurance card or the mailing address where the claim needs to be sent to I will get this mailed out. Below is the information I will need Billing Address for insurance carrier City State and Zip code insurance phone number Group number Policy Number Policy holder Again, I will get this filed once I have the information that is needed. I have placed your account on hold until I receive the information to submit the claim Humbly yours Patient Services Supervisor Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will send them my insurance info again although I've given to them several times. I wish to keep the case open until this matter is resolved Business Response /* (4000, 10, 2022/08/17) */ I was not able to open the attachment. I would like to ask if you can send it to my work email address. ********. Once I receive the EOB I will get it worked. I do apologize for the inconvenience this is causing. Humbly yours Patient Services Supervisor Consumer Response /* (4200, 12, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed my insurance to the email address provided. Once a claim is filed with the correct insurance company and I receive notice of a $0 balance from this company I will close the case. I've been dealing with this for a year, I've provided the correct insurance information 3 times yet they have never filed a claim and just keep billing me. I can almost guarantee that they still won't file a claim with correct insurance because this whole thing is a scam Business Response /* (4000, 19, 2022/08/26) */ I had asked you to send me the insurance information to my email address. Once I received that information, I went into your account and updated the account and submitted a claim to your insurance company. This was done on 8/19/2022. Our office has not heard anything from the insurance company as of today. I again would like to thank you for the insurance information and if there is anything else I can do to help please do not hesitate to let me know. Patient Service Supervisor Consumer Response /* (4200, 21, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like for the case to remain open until the matter is resolved

• Initial Complaint

  Date:08/11/2022

  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.

  Received a bill from a company called TEAMHealth in the amount of $619.20 for my daughters ER visit on 2/5/22. However, we had paid her bill in full before leaving the hospital. It was for a simple strep throat test and treatment because it was a weekend and the hospital was our only in-network provider available on the weekend. It was a short, simple visit and we were on our way in an hour and a half or so. We paid $1532 before leaving the hospital and verified with them that everything was covered and we would not receive any further bills. Now months later we get this bill, which appears to be fraudulently upcoded to a XXXXX E&M code, which is the highest billable code for the ER, not what you would use for a child walking into an ER with a sore throat and in need for some simple antibiotics. This bill appears to be a scam or fraudulent. The company does not answer the phone or return calls. This needs to be resolved immediately before my credit is impacted because I will not be paying this charge.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/11) */ I have reviewed the letter that you have filed with the BBB office. I would love to provide you with a positive outcome but at the presence I am not able to. I would like to ask if you would please send me the patient full name along with their date of birth. Once I have this information I should be able to locate the account and provide you with an outcome. Humbly yours Patient Services Supervisor Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not yet adjusted the CPT code to accurately reflect our visit. Business Response /* (4000, 9, 2022/08/15) */ I have just responded back to Ms. *** by email and I have informed her that once I hear back from our coding department, I will let her know what they informed me. Per the time spent with the patient I have sent her the letters that breaks down the information regarding the code. The physician bills are not billed according to the time spent. Once I hear something again from our Coding department. I will follow up on and let you know. Humbly yours Patient Services Supervisor

• Initial Complaint

  Date:07/28/2022

  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.

  I received a bill over 5 1/2 months after service. I was doubled billed on my insurance on fraudulent charges. I have already paid my emergency visit.I think this bill is unjust and this is clearly a double bill.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/03) */ I have read your complaint letter that you have filed with the BBB. I have sent an email to the VPO and I asked if I may have his permission to adjust the $35.00 balance off of your account. I just received an email back with his permission to adjust due to your letter. I will be sending out a zero balance statement for your file. On behalf of the physician group we humbly apologize for any inconvenience this has caused. Again the balance has been adjusted to zero Humbly yours Patient Services Supervisor

• Initial Complaint

  Date:07/18/2022

  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.

  My daughter visited an ER about 10:30 p.m. on April 29, 2022 for a bump on her head. We were there roughly one hour. We saw a doctor less than 10 minutes. He looked at her head and declared her okay. Then I received a bill for $735. I contacted the billing company to let them know we don't have insurance and this amount is ridiculous for a less than 10 minute conversation. I was told I could dispute the bill at *****. This was after a 12 minute phone call that ended with them hanging up on me and then after I waited 10 minutes online for a customer service representative to chat with me. I have received two emails wherein they offered to reduce my bill to $588. I still contend this is ridiculous for a less than 10 minute conversation. However, I cannot dispute the bill with the company because when I attempt to do so on the system, the account number is not recognized. It also does not recognize the patient's birthdate as identity. And when I attempt an online chat, no one responds. If it had not been so late at night, we would have gone to an Urgent Care center, which would have charged us $100-$150. I am willing to pay this and no more.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/07/18) */ I would like to research your daughter account however I am not able to at the presence. I would like to ask if you would send me your daughter name and date of birth. After I obtain that information I can start my research and provide you with an outcome. Humbly yours Patient Services Supervisor Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not able to respond to this response on this site. It requires that I give personal identifying information and I do not want to do that via a public site like this one. I did not see an email address for ***** ****, but I did call her number and left a voicemail that she could call me back for that information. I left my phone number for her to do so. Consumer Response /* (3000, 10, 2022/07/25) */ I am leaving the information requested: name and DOB ****** ***** ********** I have been guaranteed this will be hidden from public eyes. However, I did call the name of the person who first responded and left a voicemail. That phone call has not been returned. Business Response /* (4000, 12, 2022/07/28) */ July 28, 2022 I have spoken with the VPO and they have informed me to adjust the entire bill. I have honored the request and will be mailing you a zero balance statement for your files. If there is anything else I can assist you with please do not hesitate to let me know. Again the bill has been adjusted to a zero balance. Humbly yours ***** **** Consumer Response /* (2000, 14, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the response and the result. I will await the final zero statement. Thank you very much.

• Initial Complaint

  Date:07/15/2022

  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 went to the ER near my house for an infection in my leg. The ER bill was normal@ $1600.00. However the Physician bill which is what this company bills for was $1072.00. I have been to ER's before and this part of the bill is never more than $300-$400. In this case the doctor was with me for less than 5 minutes. In fact the whole ER visit was less than 30 minutes. The doctor ordered me and injection and wrote me a prescription. When I contacted the billing company and they were completely unwilling to be helpful. They told me to contact the government if I didn't like the price. I also contacted Trident Hospital billing dept. which is the hospital affiliated with this er. They said they couldn't help as they don't have anything to do with physicians billing but agreed that the bill was extremely high and they were the one that suggested I contact BBB as a starting point. I believe this company coded this bill to try and get more money than the services provided.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/15) */ I have reviewed your complaint letter that you filed with the BBB. I would like to provide you with a positive outcome but at the presence I am not able to. I would like to ask if you could provide me with the patient full name and date of birth once I have this information I will be able to provide you with an outcome. Once I receive the information I can start my research and see what happened to the account. Humbly yours Patient Services Supervisor Consumer Response /* (3000, 12, 2022/07/28) */ My birth date is ********** my full name is **** ***** ****** Business Response /* (4000, 21, 2022/08/08) */ August 8, 2022 I have sent your complaint letter to the VPO and I am waiting to hear back for orders on how they would like this handled. I will say that your insurance company applied $1071.90 towards your deductible. Once I hear something back I will keep you posted. Humbly yours Patient Services Supervisor

• Initial Complaint

  Date:07/08/2022

  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 December of 2021 we took our 2 year old child to Children's Hospital of Atlanta, Scottish Rite. A brief visit by a doctor occurred following a chest x-ray for a cough. The visit was no longer than 15 minutes, during the day, and required no effort by the doctor other than review of a chart. We received a bill for more than $600 for services rendered by the hospital after insurance adjustments. The hospital staff informed me during our visit that our insurance was accepted at their faciliity and I was never notified that any charges would be filed to a "Team Health". I have since received a bill from Team Health for $1007.00 with no description of services other than "Emergency Department Physician Services - Level 4" that states that zero dollars of the balance was adjusted or paid by our insurance (Blue Cross Blue Shield). I would like to have these charges nullified as I was never notified of any separate billing, the charges were not itemized or do not justify the level of service, and were not filed against our insurance as was disclosed to me at the time of service.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/08) */ I have read your complaint letter that you have filed with the BBB. I would like to research the account and provide you with an outcome but at the present time I am not able. I would like to know if you would please provide me with the patient full name and date of birth. Once I have that information I will be able to provide an outcome. Humbly yours Patient Services Supervisor Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Resolution is incomplete. Answer to information requested: ********* ****** ****** ********* Business Response /* (4000, 9, 2022/07/14) */ JULY 14, 2022 I would like to say thank you for the information. I was able to locate the account. Our appeals department is working on the account. Once I hear something for them I will let you all know. This account is been placed on hold. Humbly yours Patient Services Supervisor

• Initial Complaint

  Date:07/05/2022

  Type:Sales and Advertising 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.

  Date of service was 05/15/2022. I went to the ER for abdominal pain and vomiting. I was never seen by a ER physician in person. I am being charged $1463.00 for a 10 minute tele-visit. I have begged this company for financial help because I have no health insurance. The hospital helped take off 70% off my bill but this company refuses to help me unless I pay this amount in FULL and then they will give me a 30% discount so they claim. I explained to this company via an online chat that I still cannot pay this amount due to financial hardship. They want to force me to charge on a credit card and go into more debt or agree to a payment plan where they automatically take money from my bank account or a credit card. I do not agree with this. I told them via email that I have lost my job twice during this entire Covid pandemic and fell behind on my other financial obligations. They could care less. When I see my primary care physician or other specialists, they never charge me a ridiculous amount like this. Why does this company feel that the ER doctors contracted through them should make more money? I have seen my regular physician during the Covid pandemic via tele-visits and was always given a "self pay" discount. This company is run by a bunch of crooks! I was never told upfront about these charges and was never given a choice since I'm self pay as to whether I could have seen a physician in person. The hospital and Emergency Room Department were aware of me having no health insurance. I feel that my patient rights were violated. These charges are criminal!

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 8, 2022/07/07) */ I have read your complaint letter that you have filed with the BBB. I do apologize for just now getting back to you. I have reached out to the VPO I have provided the letter along with the information from your account. I just received an email from the VPO, it has been requested that I adjust your bill down by 70%. I have honored the request and a new statement will be mailed to you. If there is anything else I can do please do not hesitate to let me know. Humbly yours Patient Service Supervisor Consumer Response /* (2000, 10, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the business response as this is more reasonable charges for a self pay patient like myself.