Complaints

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

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  HealthTrackRx

  1500 Interstate 35 W Denton, TX 76207-2402

  
• 

  HealthTrackRx

  706 E Lewis and Clark Pkwy Ste 11 Clarksville, IN 47129-2245

  
• 

  HealthTrack RX

  Marietta, GA 30067

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:06/16/2025

  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.

  For the past several months, I have been receiving a bill for labs that were done for my daughter on 11/08/24. After EVERY letter, I call them and give them my insurance info and then they tell me that it will be submitted. And then, a month or two passes, and the same bill comes back. Well, the last time I received the bill, I called my insurance and they told me that they have no record of this claim. I was also told that because the call was being recorded, that they have it on record and I do not have to pay the bill because this is an issue on HealthTrack RX end and not mine or the insurances. Today, I received another letter. This time, I checked in with my health insurance account online and still, no bill submitted. And all the person from Health Track RX could say is that the bill has been escalated to some higher power in the company. I am getting real sick and tired of this. This has been going on for six months and my patience is done and gone with this company.

  Business Response

  Date: 06/17/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. 
  
  As of January 1st,2025, Tricare West Region transitioned their contracted benefit manager from *************************** to TriWest. We have been experiencing intermittent issues with benefit verification, particularly with dependents, as a result of this transition. We have noted the account to cease contact while we work with ******* to resolve the issue.
  
  If you have any further questions or concerns, please contact ************ or email ************************************************************.
  
  Thank you,
  HealthTrackRx Billing Department

  Customer Answer

  Date: 06/18/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/11/2025

  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.

  Apparently, even though I have full coverage with ******* through ****** ***** County, and have never in my life paid a dime for their health care. On 3/13/25 I was advised to either come to the ER or an Urgent Care to get help for a kidney infection. I went in, gave them my card, they said great, here is a cup for analysis, I saw a doctor for about 45 seconds, he prescribed antibiotics, I picked them up. I did not have to pay for the doctors visit or medications, I have also done other UA's with the county and NEVER been charged. It is now the middle of June and I get a surprise ******* bill from the middle of March, saying I owe money to some company (HealthTrackRx) I have never heard of and has really bad rating and reviews for scamming people. Why did it take 3 months to send the bill? There is no due date, no other information, it honestly looks like a fake or scammer document (see attached). I tried calling to enquire about why I was being charged, they asked for all of my personal information, which I refused to give because they wouldn't tell me who the heck they were or where this bill could have possibly come from. I said, can you tell me generally what health care providers you work with so I can try and think of what this might be? They said no, you have to give us your information before we tell you anything at all. Mind you, this is after I gave them the account number on their own statement- so they should have my info, and if they want me to tell them things like my social, they need to be open to who they are and what type of business it is. Is it a lab and debt collector? Either way, this is covered under the Surprise ******* Act, and I am covered for all treatment. I honestly think this company is trying to get paid twice. I am almost positive they sent a bill to the county and now are trying their luck with me. Do not trust this company. I feel they are a front, or charging twice.

  Business Response

  Date: 06/17/2025

  We apologize for your
  experience, and we appreciate you bringing your concerns to our attention. At
  HealthTrackRx, we are committed to service excellence, and we take all feedback
  very seriously. 
  
  We show your order was
  submitted by Stat Med Urgent Care with billing indicated as “Uninsured”; this
  resulted in a bill being issued to you for $125. Our records currently reflect
  that you called our billing department on 6/11 and provided your insurance
  information. We have filed a claim with the insurance and you have no balance
  due at this time.
  
  If you have any further questions or concerns, please contact 844-218-3097 or
  email [email protected].
  
  Thank you,
  HealthTrackRx Billing
  Department

  Customer Answer

  Date: 06/17/2025

  I have reviewed the business’ response and accept this
  resolution. The supervisor did in fact call me back and was very patient and listened so I could explain the situation and have now taken care of the matter with no other work on my end. Thank you very much! 

• Initial Complaint

  Date:05/10/2025

  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.

  Dear BBB, I'm writing to dispute the surprised medical bill from HealthTrack Rx.I visited *************** *********** on 1/29/2025, and paid $175 onsite inclusive of visit and test. However I got a surprised bill from Health Track RX for a surprise bill of $149.99 which was previously not disclosed. I'm writing to dispute the bill.Transaction Date: 2/11/2025 Statement Date: 4/13/2025

  Business Response

  Date: 05/15/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously.
  
  The $175 paid to *************************** is the deductible associated with the *********** Visit. The laboratory services ordered during that visit are not included in the *********** charges. We apologize for the confusion; it is the responsibility of the ordering clinician to obtain informed consent for laboratory tests from patients at the time the sample is collected, and to provide education on the potential costs.
  
  HealthTrackRx offers many options to assist with insurance-assigned cost share amounts, such as payment plans, prompt payment discounts, and financial assistance. Please contact ************ or email ********************************** if you would like to explore these options.

• Initial Complaint

  Date:04/20/2025

  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.

  I was charged $125 dollar lab fee from health tracks rx. I called them to ask about it and they said they didnt submit to my insurance because they were trying to save me money. I asked them to submit to insurance as this type of lab work is paid for by my insurance. I have spoken on the phone with them 3 times. Each time I repeat the request to submit to insurance but each time I call back I get the same excuse. Something went wrong on our end, well submit it to insurance this time.. This has been going on for 2 months and Im still getting bills for $125. I am worried that this is some type of consumer scam or it will end up affecting my credit. The company seems very shady.

  Business Response

  Date: 04/23/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. We show that our team attempted to verify eligibility with the **** several times, but unfortunately, each time returned an ineligibleresponse, causing you to continue to be billed as self-pay.
  
  We were able to identify that your ordering provider submitted the sample with a spelling error, listing your first name as ******. This was the cause of the failed eligibility responses. We have corrected the spelling of your first name and are now able to submit the claim to your insurance successfully. If you have any further questions or concerns once you are in receipt of your paper statement, please contact ************ or email ************************************************************.
  
  Thank you,
  HealthTrackRx ******************

• Initial Complaint

  Date:04/17/2025

  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.

  My son's birthdate was entered incorrectly by his pediatrician. As a result, insurance has not paid the medical bill. I have reached out to Healthtrack RX multiple times to resolve since January. They would not help as they could not even look up his account since the birth dates didn't match. I finally was able to escalate to *** from Billing Support. We got on a 3 way call with my pediatrician who sent him over the documents he needed to update the birth date in real time. This was over a month again. I am still receiving invoices and calls regarding this as to date, Healthtrack Rx has still not updated the birth date and resubmitted to insurance. On ******* I received yet another call. Spoke to *** who is now claiming they did not receive the documents they needed from the pediatrician. That is a bold face lie. We were on a 3 way call when he said he had received the documents to correct my son's birthdate.

  Business Response

  Date: 04/23/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. It is the ordering provider's responsibility to ensure that all demographic information is correct during order placement. If an error is made during order placement, the error can be corrected by submission of documentation.
  
  Please understand that these protocols are in place to adhere to ***** regulations that ensure the privacy of our patients, as well as to ensure the accuracy of our test reports.
  
  Upon managerial review of this complaint, we have made an exception to update the date of birth for the purpose of claim submission. There is no balance due for this account at this time.
  
  If you have any further questions or concerns, please contact ************ or email ************************************************************.
  
  Thank you,
  HealthTrackRx ******************

• Initial Complaint

  Date:03/29/2025

  Type:Customer Service 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 keep getting calls from"HealthTraxRX" from an 888 number for a PCR test I received from **************** Eagle Rock. The physician told me I would need to pay $125 for the test. Fine, no problem. The company calling me, by the name of HealthTraxRX India, who has never sent me a bill, is telling them I owe upwards of 600 dollars, that my insurance didn't cover everything, and that I should see my EOB for the details. When I then spoke to ********** they told me as a courtesy I could just pay the $125 the physician told me I would owe on top of my urgent care visit. I said that's great, send me a bill. I have no idea what you think I owe you on top of the original physician quoted $125 because you have never sent me a bill. What? Who does business like this? Clearly they are hoping for people to just not follow up and pay the ***** dollars for a PCR test? I'd love to know how this is even legal.

  Business Response

  Date: 04/03/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. We show your clinician submitted the lab test order with insurance;while our average patient cost is $125, patient out-of-pocket amounts through insurance may be higher depending on the individual plan benefits, including any deductible or copays. When an insurance assigns a high cost-share amount,HealthTrackRx may place courtesy calls to patients to ensure they are informed of our patient-friendly billing options that may assist with the bill amount.We show that during your call with our billing staff on 3/11/2025, you requested a mailed statement; a paper statement was issued by mail on 3/28/2025. If you have any further questions or concerns once you are in receipt of your paper statement, please contact ************ or email ************************************************************.
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 04/03/2025

  I am rejecting this response because: 1. I still have not received a statement and 2. During the phone call mentioned above, you pressured me to pay you $125.00 RIGHT NOW on that phone call with ZERO invoice in hand and you'd waive the extra $400-500 something that I'm sure is going to be appearing on this statement you say you sent. Let's acknowledge this. You clearly have it recorded. We'll see. I've read enough complaints about you on here to know that this bait and switch is unethical at best and probably not even legal. 

  Customer Answer

  Date: 04/07/2025

  I have now received a bill for $250.00 from HealthTrax, which is still $125.00 more than the amount the physician told me I would owe. I would like them to respond to me here and bill me for the appropriate amount. Thank you, Julia 

  Business Response

  Date: 05/05/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously.
  
  We are happy to provide assistance or answer any questions you may have about your bill by calling ************ or by emailing us at ************************************************************.
  
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 05/09/2025

  I am rejecting this response because:  I just got another bill from you today for $250.00 (attached). Where is this number coming from? The amount the attending physician told me for the labwork was $125.00. The amount you told me over the phone "IF I PAY YOU IMMEDIATELY' was $125.00. Let's get the proper bill for $125.00 and you'll get your money. 

  Business Response

  Date: 05/16/2025

  Our records show that you have not made an attempt to contact our ******************* We are happy to provide assistance and answer any questions you may have about your bill by calling ************ or by emailing us at ************************************************************.
  
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 05/17/2025

  I am rejecting this response because: Your records are incorrect. I have contacted your billling department. I want you to send me an invoice for the $125 dollars I owe you and acknowledge my assertions here that the billing you have sent me makes no sense. i will pay you what I owe you when i get a proper invoice for what i owe you - which is $125.00. quoted both by my physician and by you. On the telephone. With your billing department. Just stop. what you are doing is basically racketeering. 

  Business Response

  Date: 05/30/2025

  Thank you for your feedback. If further assistance is needed in resolving your billing issue, please contact ************ or email our team directly at ***********************************

• Initial Complaint

  Date:03/26/2025

  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.

  I received a bill from Healthtrack rx for $125. They state they are billing me for lab services. However, the services were provided by the hospital system I went to, ******************. ********* does all there own laboratory services and does not utilze this company, ***************. When I called the company to discuss my bill and have them provide me with the date of service and who otherized this claim, the customer service agent hung up on me. I tried multiple times and was hung up on each and everytime. I have looked up this company and noticed many others stating the same situation. All of which have bills that charge $125 for services not rendered.I want this company to be investigated as they are fraudulently charging people they are not providing services.

  Business Response

  Date: 04/23/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. As a ****-certified laboratory, we perform testing upon receipt of an order from an authorized physician. If you would like a copy of the signed order received from your clinician, please email *********************************** For privacy purposes, we will request an Authorization to Release Medical Records form be completed.
  
  As the bill issued is the accurate patient responsibility for a legitimate test order, we cannot waive the balance due. Please contact ************ if you would like to explore our payment options, such as payment plans, prompt pay discounts and financial assistance.
  
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 04/29/2025

  I am rejecting this response because:   
  

  1. The hospital system also processed these labs through their own lab. I did not order an additional lab service from an outside lab nor did I sign/authorize for one.

  2. Due to the No Surprise Billing Act that was passed in January 2022. I did not receive a statement for estimated out of pocket bills expected. I did not sign any such statement or was even showed said statement. Had I have received said information, I would have declined said service because I have fully versed in what is in network and out of network with my insurance.  

  I will not be paying a bill for a lab that I did not authorize, sign or receive estimated out of pocket bill information on prior to services rendered.  

  Customer Answer

  Date: 04/29/2025

  The company states to call their number to discuss your bill. I have called the number on 3 separate occasions to discuss the bill. Each time I give my statement number they hang up on me. 
  

  I am unable to resolve anything if the company will not even take my call. 

  Business Response

  Date: 04/30/2025

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. Can you please provide the phone number you called from so we can investigate the disconnected calls?
  
  We are also happy to provide assistance or answer any questions you may have about your bill by email at ************************************************************.
  
  Thank you,
  HealthTrackRx ******************

• Initial Complaint

  Date:03/17/2025

  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 went into Southeast Urology for a urinalysis. At the last second, I decided to request an STD/STI test. This was a big mistake because instead of my urologist sending the sample to a respectable lab, they sent it to Healthtrack, RX Indiana. As you can see, there is not one positive review of this scamming company on the internet or BBB. I received a bill in the mail of $125 for a genitourary panel. I paid $84 in installments to this company until I realized that something was amiss. This bill had not been sent to my insurance for adjustment,. I logged onto my UHC portal and was hit with two large bills though these jokers did charge to my insurer: One for ****** and another for ********. Looking through the line items of what they stated was billed was for tests that I never even needed testing for or desired including one for strep throat and another one that states it is only performed on pregnant women. What should have been a cheap bill has now become a massive headache dealing with a company that, looking through all these BBB reviewws, likes to overcharge, doublecharge or outright commit fraud by billing peoples' insurances and leaving the patient with a massive bill they should not be faced with for a routine test. I never received a bill in the mail for the other ********, just for the $125 (not sent through UHC). This company is run by ******** that either hope the customers don't notice the multiple extra bills they charged to their insurance until it's too late and been sent to collections. They believe that the person will just pay the $125 and go on their merry way until they start to get collection calls for these secret bills they never receive paper bills for because Healttrack RX is a scummy company. Make sure your doctor never sends any labs to them or you will be very sorry. S**** you too, Southeast Urology in *******, **. You did not take care of your patient and sent their labs to a known scammer.

  Customer Answer

  Date: 03/18/2025

  I would like to retract this complaint at the time. I am working with my office and they are communicating to the business at the time. I will resubmit my claim if the resolution reached by the end of this discourse is not to my satisfaction. 

• Initial Complaint

  Date:02/12/2025

  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.

  I went to the ************** on 7/30/2024. I dit ir before, and lab tests were covered by my insurance This time I got billed $25 as usual, but last week I got an SMS (not even a paper bill) I should pay for a lab test $125 I called the HealthTrackRx to understand what was going on. The test should be covered by insurance. The answer was completely unprofessional; they said my insurance (****) was out of network. Basically, they can be out of network for insurance companies, but not the opposite.I checked my insurance claim history and found 0 records. There was not even a single claim for the test. I asked the operator to send me the note; they claimed my insurance with the insurance response, but they could not do that.I paid the bill, but the whole process is unprofessional and strange, and I have 0 proof of why it happened.

  Business Response

  Date: 02/14/2025

  Hi ****,

  Our records show that your insurance sent an Explanation of Benefits on or around 8/12/2024.  They denied your laboratory benefits as Non-Covered,with a patient responsibility of the full amount.  Since your services were 100% not covered by your insurance, we only billed you for $125, which is 25% of the total.   We understand that insurance benefits can be confusing, but hope this helps.  You should be able to contact your insurer for a copy of the EOB.

  Thank you,

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  I never have partaken in this business. I have never been to Indiana. I was charged more than 700 towards my *** instead of my insurance from this business I have never had any contact with and still cannot make contact with on why I had money taken from my *** for services never rendered. Healthtraxrx Indiana ****

  Business Response

  Date: 01/30/2025

  We apologize for the inconvenience. During your January 7, 2025,doctor visit, a sample was taken by your doctor and sent to HealthTrackRx Laboratory in Indiana, where we are able to send test results back to your doctor by open of business the next day.  We have billed your insurance for the service and await payment, as outside laboratory services are not included in the office visit charge. Many times, *** plans are set up to automatically pay out copay, deductible and coinsurance amounts. And, many insurance plans reset at the beginning of the calendar year,which results in larger copay, deductible and coinsurance amounts. We have not yet received a payment from insurance or *** which could take up to four weeks. Once we have posted the payment, we would be better able to assist you. Please contact us at ******************************************** Our friendly staff will be able to assist with any questions you may have.

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   ************ was never billed only my HSA card. My hsa was charged 617 dollars. Are you saying for one throat swab I was charged 617 dollars copay?

  Business Response

  Date: 03/12/2025

  Mr.  ******:
  
  Your insurance company adjudicated the claim, and an Explanation of Benefits was sent on or about 1/29/2025. The insurance allowed amount was applied to your deductible. We are now pending that amount from the **** however, we were not given your ***'s information, so we cannot contact them. If you could please review the *** that you would have received from *****, you will see the allowed amount that was applied to the deductible. This balance has been placed on hold until we receive payment from your *** or until you contact us letting us know that you have instructed the *** to reverse the debit to your account, at which time we can bill you directly.

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:   My hsa account was charged 615 and some change.  Yall did that. Yall did something you werent supposed to do. I already addressed it with my hsa. Now yall need to fix yalls end. I do not work for you and I do not work for my hsa. I never approved this charge nor was I provided informed consent on this charge prior to being charged. So no I will be doing nothing more. You messed up you fix it. 

  Business Response

  Date: 03/13/2025

  Mr. ***************** do not work for your HSA either. We do not have any information regarding your HSA. If you would like to call our office and provide that information, we would be happy to assist. But, at this juncture, we would not be able to continue to resolve via the BBB platform. Our contact information is on the bill you received.