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:02/28/2025

  Type:Product 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.

  My wife (***** **********) had surgery to remove a blood clot. Lifelinc anesthesia performed the anesthesia. We were told that the money we paid covered our deductible and no other bills would be owed. A month after the surgery (August 2024) lifelinc began sending threatening bills and phone calls claiming that we were about to be sent to a collection agency. We paid the bill in full in November 2024 only to find that the insurance company (**********) had also paid the bill. In early January 2025 I contacted lifelinc for a refund and was told that I would receive a check in 2 to 4 weeks. After 5 weeks I attempted to find out what's going on and after 15 phone calls of being hung up on and ignored I was told it's under review. All I want is to receive my refund of a bill that lifelinc was paid twice.

  Business Response

  Date: 04/10/2025

  RE: Response to BBB Complaint Refund Process and Resolution
  

  To Whom It May Concern,
  We appreciate the opportunity to respond regarding the concern raised by the patient.
  The patient was seen for services at our facility, and at that time, her insurance deductible had not yet been met. In accordance with her health plans guidelines, the patient was billed for the services rendered. She was invoiced and subsequently paid the balance in full several months later.
  Months after payment was received, the patients insurance company applied her payments to her deductible, which resulted in an overpayment to LifeLinc. The patient notified us of this change on January 13, 2025. Upon notification, we promptly contacted her insurance company to verify the update. Once verified, we reached out to the patient to inform her of the overpayment and outlined the next steps required to initiate a refund through our internal processes.
  As part of our standard internal control procedures, the refund process requires 48 weeks to complete. The patients refund check was processed and mailed on March 6, 2025, to the address we had on file. The check has since been received and redeemed by the patient, completing the matter in full.
  We value our patients and strive to ensure all billing matters are handled with accuracy and care. Please let us know if any further information is needed.

   

  **********

  *. **********

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair 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.

  Lifelinc, LLC has not been accurate and truthful Regarding the entire? balance left on my account or previous transactions. I have paid my bill every month on the 20th. I spoke to a customer service representative ***** on ************** to pay $25 on my existing bill. She expressed I needed to pay more money and they were going to turn me over to Collections if I did not pay the entire balance today. I stated I have been paying monthly and have not missed a payment. I do not have $600 to pay at once. She continued and stated its a new policy once accounts hit over a year if it is not paid off it goes to collections, even if you are paying monthly. (mine has been Active for two+ years). I talked to a supervisor and left multiple voicemails to ********************* never received any information back. I called on July,22nd to pay a payment on my bill. The customer service Representative charged my account $600 and $300 after I explicitly informed her, I wanted to pay $25. Called and attempted to get it resolved The issue. The customer service representative could not tell me my official balance or what exactly happened. Spoke to ******** in management she stated she could not see my account and could not tell me my balance and would get back to me. I never heard back from her

  Business Response

  Date: 09/05/2024

  Dear Better Business Bureau,

  
  We are writing in response to the issue raised by ********************* regarding her account. ********************* received medical services in September 2022. Since then, we have sent her a total of eight invoices to her home address and made over twelve phone contacts to inform her of the outstanding balance and the normal account aging process. As her account was overdue, it was approaching the point where it would be referred to collections.
  In 2022, ********************* was advised to set up an automated payment plan to manage her account effectively. However, she chose not to enroll in this plan and instead mailed in various payment amounts of her choosing. Despite our continuous efforts to communicate with her regarding her account status and impending collection efforts, she did not establish a formal payment arrangement. It is important to overstate that this account is over 2 years old, which is beyond customary for account balances without a defined payment arrangement

  
  On July 22, 2024, ********************* called to make a payment of $25. During this call, she was informed of the next steps in the collection process. ********************* requested to make one final payment to reduce the balance before it was sent to collections. Unfortunately, during this transaction, the system erroneously processed a total payment of $900 ($600+$300) instead of the intended $25. Upon discovering the error on September 23, 2024, we promptly contacted ********************* via her preferred communication method, email, to inform her of the situation and initiate the refund process. *********************** and ******** reached out to her with the necessary refund documentation (which can be provided upon request but is not currently attached due to PHI considerations).
  

  We sincerely apologize for any inconvenience this error may have caused. While such system errors are rare, we regret that this occurred in relation to ********************* account. We assure you that we are committed to resolving this issue and maintaining clear and fair communication with all our clients.

  
  We can provide detailed documentation of all communications if needed. Please note that we have adhered to PHI/HIPAA regulations in this correspondence.
  Thank you for your attention to this matter.

  
  Sincerely,

  Mgmt