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:11/20/2023

  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.

  This is a "healthcare billing company". I dealt with *******************. She refused to submit corrected claims for 3 dates of service where she submitted incorrect billing details. Rather than doing the right thing, and re-submitting corrected claims, she figures writing off amounts she chooses is the right way to rectify the situation. She is rude and specifically does not include her telephone number as she only wants to email. This company needs to be looked into as I don't doubt that their billing practices are unethical.

  Business Response

  Date: 12/19/2023

  Hello ****************,

  My name is *************************** and I am the ** of Customer Success for **********************.  I received notification from a member of our Marketing team yesterday that a complaint (#********) was open and subsequently closed for non-response.

  First, Qualifacts has gone through significant merger/acquisition and private equity transitions over the last 4 years, so it appears the management of our profile with the BBB has been overlooked internally here.  *************************** is 4 CEOs ago, and the address on our profile is where we located 7 years ago. I've included updated information below, but please point me to an alternate location/individual should I need to direct my team elsewhere to adequately update the information with your organization.  

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

  Qualifacts

  315 ********************* #****

  *********, ** 37238

  My sincerest apologies as both the team member changes internally, as well as profile management, has unacceptably extended our response the complaint.  As it relates to the complaint, our findings are this:

  The complaint is from a patient of one of Qualifacts' customers who is not satisfied with how payments were applied to account.  It understandably resulted in a confusing (but accurate) billing situation (including reimbursement payments from the payer, and co-pay vs co-insurance complexity).  

  Qualifacts denies the complaint and can prove no unethical business practices. The application of the payments were based on timing of appointments (delivery of services) in line with collections and payer reimbursement. I am personally happy to meet directly with the individual to review the situation, however given the very low amount in dispute ($63.07), Qualifacts will credit our customer that amount, who can then pass that along to this patient.  

  I appreciate your consideration of the tardy response, and would look for any direction you can provide, ****************, on next steps.

  Thank you,

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

  ** Customer Success

• Initial Complaint

  Date:06/20/2023

  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 signed a contract with this company for an EHR system. I was not told that I would have to fully pay for the services before actually being able to use them. I was charged for ***** subscribers. After I signed a contract in June, I was told that i wouldn't be able to go live until January. I said if I couldn't even use the software to prescribe in august then I would have to cancel. They said the go live date could move to december and they could set up prescribing features by end of aug/sept (This would be 2 prescribers and 2 admin log ins). Once we had access in september for the 2 prescribers, we noticed software was not working, we asked to stop anything having to do with the full ehr system we did not want to continue with anything because the software wasn't working properly. From that date until a week ago they have asked me to attend meeting after meeting with them trying to figure out what was wrong, assuring me it would be resolved, also assuring me they would adjust the bill to show im only using 2 prescribers. They could not resolve the issues, we decided to cancel the software all together since it wasnt working. We stopped using the system in March. They auto drafted ******* from my card on file, i called and asked them to take the card off, we werent using the full services and working with management to resolve. Since then they sent me a bill for an additional ********. Their billing department said they were able to give me a credit of ****. I still owe *******. I asked if they could explain what that charges were actually for. I offered and have sent a time line and email proof of conversations back and forth. They continue just to say i owe ******* by the end of June because i signed a contract. I was offered another contract to sign when these meetings started but I did not want to sign anything else until things were resolved, when i decided to cancel because the software does not work, they clearly took that option away.