Complaints

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

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  Ventra Health

  5001 Lyndon B Johnson Fwy STE 320 Dallas, TX 75244-6191

• 

  Ventra Health

  7301 State Highway 161 STE 365 Irving, TX 75039-2819

• 

  Hernando County Emergency Physicians

  17240 Cortez Blvd Brooksville, FL 34601

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:04/18/2024

  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 have been trying to get my refund of $1017 from Ventra for the last 6 months with no resolution. I went to the hospital last Sep, got a bill from Ventra for $1017 (even though I'd provided my insurance information to the hospital) and not wanting to have something get sent to collections I paid the bill. It turned out they'd taken my insurance information down wrong, corrected it, and was then able to be paid in full from my insurance. I called about my refund and was initially told it takes ***** days to process. I waited for about 3 cycles of ***** days getting the same response when I'd email or call about the refund. Finally in March I emailed AGAIN and was told it would be sent on March 13th. Nothing was sent. I've reached out again through email, no response. I've called so many times it's crazy and always get told they will escalate the issue, make notes, call me back (no one ever calls back), etc. It's not April 18th and I've been dealing with this since last October. I feel like there is nobody at this company taking anything seriously and they've been holding my money for 6 months (interest free) while of course I've been being charged interest on that because I had to put it on a credit card. I'm beyond exhausted and just want some resolution and my money back. Going to a lawyer is going to cost more than I'm even due back but I'm considering it out of principle because someone needs to punish this company as they are basically robbing people.

  Business Response

  Date: 04/25/2024

  Ventra sincerely apologizes for the many issues faced in attempting to receive your refund. We hope the issue has now been resolved to your satisfaction and thank you for your assistance in bringing this issue to resolution. 

  Customer Answer

  Date: 04/26/2024

  I have reviewed the business response and accept this resolution. *********************** was very helpful in getting things resolved for me right away as well as taking the time to understand what went wrong. I have my check now so everything is good.

• Initial Complaint

  Date:04/04/2024

  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.

  Ventra Health is a third party that bills on behalf of medical providers. On August 31, I paid on Account Number ******** for $186.90, confirmation ********. On November 17, I received a call from ******* at Ventra health informing me that the payment was applied to a different account *********, and they would send a refund immediately after I paid so they could credit the correct account ********. I paid the $176.90 again. When I didn't receive the refund, I call on January 30, 2024, and spoke with **** who said she would follow-up with a manager to get the refund processed- it hadn't been processed yet. On March 15 I called and spoke with *** who said she would follow-up with a manager because it still had not been processed. She promised me she would call me back the following Friday, and she did. When Jam called me back on Friday March 22,2024, she said she was mistaken the first time and that the check WAS mailed in mid-February and since it had been more than 5 weeks, they wanted to put a stop payment on it and would reissue a new check, but that would take another 60 days. I informed them that I felt I'd been patient enough and that I wanted to speak with a manager. She then gave me the name of *************************** (and her email address) and said ****** would call me back the same day. Well, not surprising, ****** did not call me back, ever. I called again on March 25, 2024 and spoke with a representative whose name I did not get. When I explained my distress and that I again wanted to speak to a manager, I was put on hold and then talked with ****, who claimed to be a manager. **** told me that a check was cut on that very day and sent out, which I am sure was another lie. it's now been 10 days and I still have not received my medical overpayment refund after almost 5 months and numerous phone calls. I have sent an email to *************************** and have yet to hear back.

  Business Response

  Date: 04/12/2024

  Ventra Health sincerely apologizes for the lack of responsiveness and issues surrounding your refund check. Please be assured Ventra is reviewing and updating our processes to ensure issues like this do not occur in the future. A stop payment was issued on the refund check which never arrived and a new check was overnighted. Our apologies again.

  Thank you,

  Ventra Health

• Initial Complaint

  Date:12/04/2023

  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.

  I had visited an Emergency Room on *** 9th, 2023. After insurance, payment for the remaining balance was made to the hospital in full; no additional monies was evidently owed after that point in time. I have received no additional notification concerning this hospital visit, leading me to understand that chapter had closed. Around the middle of November 2023, I begin receiving phone calls multiple times a day, getting harassed by a debt collection agency demanding my personal information in regards to an outstanding debt to a "******************************". As I have no knowledge of outstanding payments for a **************** I assume it is an information gathering scam and ignore it. The calls increase in frequency and aggression until I receive a letter in the mail from this debt collection agency. Ventra Health conducts all billing for ****************************** and they claim to have mailed me a letter on August 10th, 2023 concerning an separate outstanding charge for my *** hospital visit. As stated, I have received nothing concerning this.Doing my research on Ventra Health, I find that I am not the first person this has happened to. It's the same song and dance over and over. "I'm getting harassed by a debt collection agency for a bill I was never notified about."Ventra Health is clearly unable to process invoices in a timely manner and seemingly sends bills directly to collections agencies with the guise of "we contacted you" to the payee. Ventra Health is negatively impacting people's credit to hide their own malpractice in doing so and should be held responsible for correcting those impacts. While they may dispute this stating that they have indeed been notifying people, my counterpoint is, when everybody else says this about you, how is it that everybody else is wrong?

• Initial Complaint

  Date:11/27/2023

  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.

  I've experienced an extensive ordeal with the VentraHealth ****************** for ************************************* in ************, **, regarding a refund owed to me. Despite my bill being paid in full for my son's visits in May and August 2022, ******** later covered the expenses, resulting in a refund owed to me of $350.The issue arose when the refund check, processed in April 2023, was mistakenly sent to my old address. After being contacted by a representative in late July or early August and providing my updated address.Subsequent calls in late September, mid-October, and mid-November only resulted in repetitive assurances of "more time" with various timelines given for the refund check's processing. At first I was being told ***** days. Then In November, I was told ***** days. I was eventually connected with a representative named ****** ***********************), who promised resolution and updates the next day but failed to follow through despite assuring she would call back.Attempts to reach ****** proved futile. Every time I tried to call the number she provided to me, I get a message that she is unavailable and I will be connected to the next available representative. Also, on numerous occasions, representatives have asked if it was ok to place me on a brief 2-3 minute hold so they can look into the issue for me and once placed on hold, they would disconnect the call.My primary concern remains the whereabouts of the refund check and a concrete timeline for its delivery, rather than further vague assurances of additional time.This prolonged and distressing situation requires urgent attention and resolution, avoiding further delay tactics and ensuring prompt communication regarding the status and delivery of the owed refund check.

• Initial Complaint

  Date:10/30/2023

  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.

  I received a statement from this company to pay for a procedure I had on 2/3/2023. 4/18/2023 - I received a statement and attempted to pay online but there was nothing showing up online so I paid over the phone. 5/18/2023 - I received another statement with the same amount due and not showing a payment was made, I called in and they stated to disregard.5/25/2023 - I received another statement with the same amount due and not showing a payment was made, I called in again and they stated to disregard and they will push it up the chain.10/10/2023 - I received another statement with the same amount due and not showing a payment was made, I called in and they stated that I am not the only individual that this has happened to and to email *************************** with proof of payment and that my account will be put on hold so that it will not get sent to collections. I did not get a response from *************************** (******************************************************)10/26/2023 - I received another statement, so I sent a follow up to ***************************, again with no response.10/30/2023 - I called in to figure out what is going on with my account and was told I should email ********************************* with this information and that a final notice was sent out and that this will get sent to collections. I asked how that's possible when I was told on 10/10 that my account would be put in review so that this exact thing wouldn't happen. I sent the same email I sent to *************************** to ********************************* to hopefully get this taken care of. The rep on the line said they couldn't send me an email outlining that my account would be put on hold so that it wouldn't get sent to collection and when I asked to be transferred to a supervisor they took down my number and I would hear back in 48 hours because no one was available. I"m really disappointed in this because I have been dealing with this for months with no resolution at all. I will also be filing a complaint with the Anesthesiologist that attended me.

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair 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.

  7/15/22 - Emergency appendectomy 9/2/22 - Paid medical bill of $1691.00 online using a MasterCard, unbeknownst to me, COBRA w/Florida Blue paid the bill retroactively 9/23/22 - Spoke with Ventra Health about a refund. Was told a credit would be applied to my card within ***** days 10/24/22 - Emailed EMH-******************** at [email protected] inquiring about the refund 10/25/22 - Ventra responded that my information was sent to the refund department 11/21/22 - Emailed EMH-******************** again regarding the refund status 12/6/22 - Ventra responded that the refund was still pending for processing and a new inquiry had been sent to the refund department 1/3/23 - Emailed EMH-******************** again regarding the refund status 1/19/23 - Ventra responded that there have been no updates to the account. The matter was being escalated to the account manager. It was recommended that I check back with them within 10 business days for an update 2/6/23 - Emailed EMH-******************** again regarding the refund status 3/10/23 - Called Ventra Health and was told it the refund would take ***** days to process and to call back 4/24/23 - Left a voicemail and sent an email following up again. In addition, I also received a collections notice for $1,376.13 4/25 - Received a call from Ventra Health. The customer service rep said to disregard the collections notice and that she would call me back the following day with a status 5/12 - I called the person I spoke to on 4/25 but was told she was unavailable. The *** I spoke to said she would have her call me back.5/25/23 - Spoke with another ***. She would escalate this to a manager and would call back the next day.I have incurred finance charges of *****% monthly since the original payment was made.Needless to say, I shouldve reached out to you sooner. I have wasted so much time and energy and am exhausted. Can you please help me get my refund and the finance charges paid? Thank you in advance. *****************

• Initial Complaint

  Date:04/24/2023

  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.

  On 07/11/2022 I required emergency services from ******** Memorial Hospital in ****** Florida. I have ******* **** as my primary insurance and ****** *** ******* for my supplement to *******. I continue to be billed by ****** ********* ******* who from what I read on my bill is part of Ventra Health. I called Ventra Health at the number on the bill right away when they first started sending bills to ask why they never filed my secondary insurance. The rep took the information and assured me the secondary would be billed. The following month I received another bill, I inquired again, only to be told they have filed with Selman and Selman had not paid. After talking with Selman, they tell me that ****** has never filed a claim for services. So I call Ventra back to be told they would look into it and let me know. They never did, but I did receive another bill the following month. I called Selman again on 01/17/2023, talked to a rep named Angie, who did a more extensive research to find that ****** did file a claim, but for $50.07. that was paid by Selman to their bank through an ACH. The amount of $45.91 was part of that payment. Selman gave me the information to give to ****** which I did by phone and I sent a letter. dated 01/20/2023 to ******** address. In the letter I explained what Selman asked me to give ****** which was: **** ********** ******** ***** at ************** using reference * ******** for $50.07 as ****** lumped the disputed claim $45.91 with another for $4.16. I did receive another unpaid statement dated 02/01/2023, none for March, and now I have a new unpaid statement dated 04/03/2023. I have yet to receive a call, a letter, an email, from this company, even though I am told someone would be in contact with me. I would pay the bill and be reimbursed from Selman, if this bill hadn't already been paid. Since it has, I have no reason to pay this bill. Please help me finally resolve this issue.
  Thank you! **** *** ******

  Business Response

  Date: 06/02/2023

  Dear **** ***,
  

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible and will contact you in the upcoming days to communicate the outcome.
  

  If you have any further questions or concerns, please do not hesitate to contact us.
  

  Sincerely,
  

  Ventra Health

  Customer Answer

  Date: 06/07/2023

  I have reviewed the business response and accept this resolution.