Complaints

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

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  Inovalon

  443 Donelson Pike STE 200 Nashville, TN 37214-3571

• 

  Inovalon

  100 N 6th St STE 900A Minneapolis, MN 55403-1516

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:12/18/2023

  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.

  We used ************ Inovalon, for several years as a clearinghouse for electronic medical claims. Our annual contract (2/1 - 1/31) auto renewed with a 90-day termination notice requirement. A decision was made by the company to switch from the Ability system to the Inovalon system. We had no choice in this change. The change ended our ability to go directly into the *** and correct ******** claims. We noticed this in December 2022 and alerted Inovalon. They took 3 months to respond to our concerns and the solution they suggested was to re-bill existing claims. This is not a viable solution as it creates duplicate claims which is considered illegal by insurance companies, creates extra work for us and lengthens our payment time for ******** claims from 21 days to 60 days and longer. Being a small business cash flow is vital to enabling us to pay our monthly expenses. Since they could not fix the issue, we requested early termination of our annual contract. Per their email to us: It is unfortunate that youve had issues with the product and you havent been able to use as intended. After reviewing the notes on your account, Customer Success had reviewed your cancellation request and determined that the cancellation would be held to the contract terms resulting in a Last Bill **** of 1/31/2024. They only offered us a 40% reduction on the amount we owed which was approximately $8700. Inovalon should have informed us in October 2022, prior to our 90-day termination notice date, that this function would no longer be available. Had we known we would have terminated the contract. We stopped paying Inovalon effective May 1, 2023. We hired another company to be our clearinghouse that had the capabilities we required. As a result, Inovalon sent us to third party collections. We want Inovalon to stop the 3rd party collection process and reimburse us for the payments we made to them from January 2023 through April 2023.

  Business Response

  Date: 12/21/2023

  Good morning, I have just received this complaint from the BBB, and have secured a meeting with numerous departments to review the complaint.  Given the time of year, we have many staff members out on vacation, and have scheduled this meeting for 12/28/23.  I will gather this information and provide feedback once I have received from colleagues in the Tech support.  Happy Holidays.

  P.S.  I shall also respond directly to the customer with the same note. 

  Business Response

  Date: 12/21/2023

  Good morning, I have just received this complaint from the BBB, and have secured a meeting with numerous departments to review the complaint.  Given the time of year, we have many staff members out on vacation, and have scheduled this meeting for 12/28/23.  I will gather this information and provide feedback once I have received from colleagues in the Tech support.  Happy Holidays.

  Customer Answer

  Date: 12/21/2023

  Hello.  

  The company responded that they have set up a meeting for next week to discuss our complaint. We accept that response but do not want the case to be closed.  Can we click accept without the case being closed out?  Please advise.

  Thank you

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

   

   

   

  Customer Answer

  Date: 12/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the current resolution of them meeting on 12/28 is sufficient.  If they do not resolve the issue after the meeting to our satisfaction we will re-open the complaint as per the BBB's message to me on 12/21/23.
  
  Sincerely,
  
  **************

  Customer Answer

  Date: 12/23/2023

  Hello. 

  We accepted their response that  they are meeting next week. If they do not resolve our issue we will re-open the complaint.  Thank you.

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

   

  Business Response

  Date: 12/28/2023

  As promised, pulled the Technical Support and Customer Success leadership together for a meeting 12/28/23 to review the BBB inquiry case ID ********  opened12/16/23 for ************************ LLC. Our findings:
  - 5 Technical Support cases opened by customer in 2023
  - 1/26/23 Case #******** opened due to customer asking how to handle claims that were rejected by ********* Discovered customer had incorrect payer id submitted. ********************** provided customer with correct payer id and instructed customer they would need to resubmit claims. Inovalon attempted to follow-up with customer 4 times, unresponsive and case closed.
  - 2/7/23 Case #******** opened due to customer asking about missing files in ******** File submission. Files came in on 2/10/23 from ******** and customer acknowledged they were correct. No further action.
  - 2/7/23 Case #******** opened due same issue as 1/26/23 case and instructions were again shared. Customer agreed to resubmit claims based on same instructions previously received.
  - 2/13/23 Case #******** opened due to customer having not enrolled with ******** payer Technical Support submitted enrollment form on customers behalf and informed customer.
  - 4/24/23 Case #******** opened due to same issues as 1/26/23 case and instructions were again shared. Inovalon attempted to follow-up 3 times with customer, unresponsive and case closed. Customer responded to NPS survey and 3 attempts made to customer and they were unresponsive.
  - 3/21/23 Customer asked to cancel #******** case opened and Account Manager worked through cancellation and shared contract terms customer had signed and agreed to. Customer escalated to leadership, who shared findings of case and no evidence of Inovalon having not following processes in place, thus customer would be held to contract terms. If customer had followed instructions provided on 1/26/23, original issue would have been solved.

  Customer Answer

  Date: 01/09/2024

  Hello.  We would like to re-open the case and respond to the last message sent by Inovalon. We are still not satisfied with the outcome of this complaint.  

  Are we able to attach anything when we respond to their latest message on the complaint?

  Thank you.

  ******

  Business Response

  Date: 01/23/2024

  Our position remains unchanged from the previous response on 12/28 listed below. Per the terms of our contract, which the customer signed, we are following our guidelines and standards. 

  As promised, pulled the Technical Support and Customer Success leadership together for a meeting 12/28/23 to review the BBB inquiry case ID ********  opened12/16/23 for ************************ LLC. Our findings:
  - 5 Technical Support cases opened by customer in 2023
  - 1/26/23 Case #******** opened due to customer asking how to handle claims that were rejected by ********* Discovered customer had incorrect payer id submitted. ********************** provided customer with correct payer id and instructed customer they would need to resubmit claims. Inovalon attempted to follow-up with customer 4 times, unresponsive and case closed.
  - 2/7/23 Case #******** opened due to customer asking about missing files in ******** File submission. Files came in on 2/10/23 from ******** and customer acknowledged they were correct. No further action.
  - 2/7/23 Case #******** opened due same issue as 1/26/23 case and instructions were again shared. Customer agreed to resubmit claims based on same instructions previously received.
  - 2/13/23 Case #******** opened due to customer having not enrolled with ******** payer Technical Support submitted enrollment form on customers behalf and informed customer.
  - 4/24/23 Case #******** opened due to same issues as 1/26/23 case and instructions were again shared. Inovalon attempted to follow-up 3 times with customer, unresponsive and case closed. Customer responded to NPS survey and 3 attempts made to customer and they were unresponsive.
  - 3/21/23 Customer asked to cancel #******** case opened and Account Manager worked through cancellation and shared contract terms customer had signed and agreed to. Customer escalated to leadership, who shared findings of case and no evidence of Inovalon having not following processes in place, thus customer would be held to contract terms. If customer had followed instructions provided on 1/26/23, original issue would have been solved.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair 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 was opening my doors on May 8, 2023. I was given Ability (Inovalon) as a business that offers billing services. I spoke with ***** in early March requesting information. *****, briefly shared the overview and offered 3 months of free service with charges to begin in July 2023. I was then switched to ***** who incorrectly sent contract with wrong address after a delay of service. Registered application 4.10.23, service to begin 5.1.23 (first 3 months free) Order number Q-******. Customer ID *******. Training began in May. Upon realization that this was not a "billing company" but a clearinghouse, I immediately told them that I wanted to cancel the service. on 5/23/23 I was contacted by ***************************. I scheduled a phone conference with ********* stating my disappointment in the service. She stated she would cancel. I also shared my disappointment with ***** noting the poor service. In July I was sent an invoice. I contacted the company. The person I spoke with said the service was cancelled at the end of the contract in June of ****. I said that I had cancelled the service in May and was told it would be cancelled. She then stated that I needed to contact A/R. I contacted A/R, spoke to an answering service. I was contacted several days later. They noted the service was cancelled at the end of the contract. I explained that I cancelled within 3 weeks (90 day cancellation period), she noted I needed to speak with A/R??? Was this not A/R? I received the invoice for August and another email stating my account was past due. I again spoke with the answering service on 9.5.23 stating they would have someone contact me from A/R??? I have yet to hear back from them. I have an invoice from July 2023 for ***** and one from August of 2023, I'm assuming I will be getting a September invoice soon. I want out of this contract as I cancelled my service within the 90 days. I want written notice that my contract is cancelled and that I do not owe any money.

  Business Response

  Date: 09/18/2023

  Thank you for notifying us of this concern. We have reviewed the details of your case and approved cancellation of your contract effective 60 days after notification was provided, per the terms of the agreement. Any invoices billed to you for services 8/1/2023 or later will be credited to your account. Your reference number for this update is 02299153.

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:08/17/2023

  Type:Order 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.

  A representative from Inovalon called my phone at 5AM (!) on August 17. They did not identify themselves and left a message. I had no idea who this company is. I called back to complain about their practice of calling people at 5AM and the person I spoke with was evasive about what this company is and why they were calling. They also wanted to talk about my health information. I never gave this company permission to call me, never gave them permission to access my health records, and certainly never gave them permission to call me at 5AM. They refused to fully identify themselves and actively avoided answering my questions. I do not share any of my health information over the phone with ANYONE. I told them to remove my number from their calling list and to never call me again. I cannot believe this company has the right to call me to talk about my health information when I never gave them access and never gave them permission to call me!

  Business Response

  Date: 08/22/2023

  Good day,

  After a thorough investigation of this member's complaint, it has been determined that one of the campaigns failed to recycle before the production started, a few Centene members in the **************** were called outside of the normal calling hours.  A policy has been put in place to prevent future recurrences.  

  The member has been placed on the do not call list, moving forward.

  Thank you,

  *************************, 

  Director, Delegation Oversight and Auditing, Corporate Compliance

  Customer Answer

  Date: 08/22/2023

  Hello BBB,

  This company references "Centene" which is not my health insurance company. Also, they do not reference anything about their access to my protected health insurance information. I never gave permission to this company to even contact me, let alone have access to my health insurance information. The fact that they completely ignore the most important issue, and don't even get the correct name of my health insurance company, tells me that this company is highly unprofessional and should never be around private protected health insurance information. They need to know they didn't even state the right insurance company for my complaint. They also need to know and address the fact that I did not give them permission to call me or to have access to my protected health information.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20483244
  
  I am rejecting this response because:

  This company references "Centene" which is not my health insurance company. Also, they do not reference anything about their access to my protected health insurance information. I never gave permission to this company to even contact me, let alone have access to my health insurance information. The fact that they completely ignore the most important issue, and don't even get the correct name of my health insurance company, tells me that this company is highly unprofessional and should never be around private protected health insurance information. They need to know they didn't even state the right insurance company for my complaint. They also need to know and address the fact that I did not give them permission to call me or to have access to my protected health information.
  
  Sincerely,
  
  ***********************

  
  

  Business Response

  Date: 08/24/2023

  Good day,

  We received a returned call from ************** regarding the voice mail message he received from the organization.  Unfortunately, we were not able to upload the recorded call as your web portal does not support the file format.

  The call center representative advised ************** Inovalon was calling on behalf of Ambetter from ******* Complete Health to conduct an in-home assessment.  ************** advised the call center representative to no longer contact him again and disconnected the call.  

  ************** was placed on the do not call list and will not be contacted again regarding scheduling purposes from Inovalon on behalf of Ambetter from ******* Complete Health.

  Thank you,

  *************************,

  Director, Delegation Oversight and Auditing, Corporate Compliance

• Initial Complaint

  Date:01/18/2023

  Type:Order 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 currently have a contract with Inovalon, they are providing billing software for a medical billing services. They have not been able to provide services to our organization. We have been unable to add clients to provider medical billing services, due to their internal policy. We requested to cancel the services, which they have refused to an early termination. We have continued to pay the invoice monthly, they have taken 3 months to reply to the termination request. They can not provide the services for which I am paying for in a timely manner. As a billing agency I need the ability to add and remove clients for services however due to a flaw in their system and work flow, i am unable to add new clients.

  Business Response

  Date: 01/19/2023

  To Whom it May **************** apologize for any inconvenience you've experienced. Unfortunately, I'm not the person this should go to. Please have the client contact their customer service representative or go to Customer Support: **************************/support.

  Thank you.