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Business Profile

Psychiatrist

Health Quest

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Psychiatrist.

Complaints

This profile includes complaints for Health Quest's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/29/2024

      Type:Product Issues
      Status:
      Answered
      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.
      The billing department charges me double plus charge my insurance for each appointment. My insurance is with optum through cigna. I presented my optum card to the receptionist and they never want to look at the card. This happened on 8/16/24 at 10:55am and 6/25/24 at 2:30pm. I asked the receptionist to contact billing. The receptionist stated, the billing person works from home and she will leave a message for her to contact me. This was on 6/25. I never heard back from billing. On 8/16 i asked again and the receptionist told me the same thing. I still didnt hear back from billing. I called healthquest on 8/27 and a receptionist stated she will leave an urgent call reminder for billing. Billing never reached out to me. I called billing myself twice on 8/27. Billing never answers and the call goes to voicemail but the mailbox is full so no one can leave a message. My copay is $30. On 6/25 I was charged $60. On 8/25 I was charged $65. I filed a claim with optum but optum sent the money to helathquest instead of me because healthquest is in network. So healthquest is being paid more than what they should get from my insurance. I am asking for them to correct their billing mistakes and give me a refund which they refuse to do.

      Business Response

      Date: 09/06/2024

      In response to the complaint, HealthQuest finds the concerns presented in this case to be valid.
      HealthQuest has reviewed transactions dating back to 2014 and over the last 10 years, HealthQuest found that the previous two charges as noted in the complaint were over the amount they should have been. 
      In an effort to quickly resolve this matter, HealthQuest has already made an attempted to reach the customer to confirm pertinent information before processing the refund. Unfortunately, the customer was unresponsive. However, ********************, will continue to try to reach the customer until this matter is resolved to satisfaction.  

      We sincerely apologize for this error and have taken the necessary actions to prevent this from happening again.

      Sincerely,
      HealthQuest, PC

      ************

       

      Business Response

      Date: 09/09/2024

      HealthQuest disputes the originally requested refund amount of $125, as noted in the complaint.
      The customer was charged $35 for each of the two transactions in reference, making the overpayment $70.
      The customer was advised, the amounts were based on the most recent EOB form insurance. 
      In conclusion, the customer accepts the refund amount of $70 as a resolution. A refund for the agreed-upon amounts was processed.

      Business Response

      Date: 09/09/2024

      From the BUSINESS:
      Sent 9/9/2024 1:13:31 PM
      Read by ************************************************************** on 9/9/2024 2:42:00 PM
      HealthQuest disputes the originally requested refund amount of $125, as noted in the complaint.
      The customer was charged $35 for each of the two transactions in reference, making the overpayment $70.
      The customer was advised, the amounts were based on the most recent EOB form insurance. 
      In conclusion, the customer accepts the refund amount of $70 as a resolution. A refund for the agreed-upon amounts was processed.

    • Initial Complaint

      Date:02/24/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Health Quest has been overcharging me for copayment since 2021. My wife realized it when she accompanied me on 2/21/2023. She tried to speak with billing but rep at front said she needed to notify manager. Since that time we have been calling all week no answer left several voicemail , reps taking stinky notes to desk. They have been evasive and unresponsive. My co-pay should be 30 dollars not 40. I have pulled a couple EOB to serve as documentation. The last one from previous visit has not been created. There could be more. An internal audit needs to be completed for accuracy. I do not want a credit to my account I want my monies paid back by check. My next step is to call Insurance carrier so they can file formal grievance. Time period in question is 2021- July 2022.

      Customer Answer

      Date: 03/14/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and a resolved was made by billing rep ****** we received the $40 co-pay back for visit in question Feb 21,2023 the other visits from Jan 2020-Jul 2022 co-pay were billed $30 per plan guidelines. 

      Sincerely,

      ********************
      7541 ************************
      *******, ** 38018

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