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:12/21/2024

  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.

  Today 12/21/2024 I received a bill for something I know nothing about . It is from April of this past year . I owe ****** . Which my doc sent my labs to quest not this lab so Im not sure why I have this bill . I never got a pcr and no results or anything. I will not be paying this as this company is a scam . I expect this to be resolved as it is now 8 months later and no notification of this from this company or the doc office ! Ridiculous, no one should use this company! They are a bunch of scammers !

  Business Response

  Date: 01/07/2025

  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. Regarding your concerns with the legitimacy of the test order, we recommend reaching out to your ordering provider; it is the ordering providers responsibility to obtain informed consent at the time of sample collection. Our records show a signed order is on file from your ordering provider. Our billing policy does require patient bills to be issued within 180 days of the service date. As this requirement was not met for your bill, we are providing a one time adjustment.If you have any further questions or concerns, please contact ************ or email ************************************************************.
  Thank you,
  HealthTrackRx ******************

• Initial Complaint

  Date:12/04/2024

  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.

  Daughter saw ** 6/25/24, had throat swab, swab was sent to Healthtrack Rx (not sure why because we use LabCorp).7/21/2024 received $125 bill, called and was told didn't have insurance info, gave billing insurance info. Got another bill for $125 was told disregard was being sent to ************* EOB from insurance, they were billed $785.75.Supposedly lab is out of network so insurance put it towards deductible and paid us amount to pay lab.Called lab and they said wait for new bill they were waiting on new bill. I have been calling every month.Was told by multiple people in billing, no matter what insurance paid I would only be responsible for $125 total. I called again today. Told by *** that they still hadn't rcvd EOB. Reminded them again supposedly out of network (which I dont believe since we have BCBS) and may not get EOB. I asked if could pay prompt pay of $125. Was told if did that they would have to ***rocess as self pay and contact insurance and Insurance may want their money back. I told ***resentative that that is not what I was told. Was told no matter what insurance paid my total bill would not be more than $125, and the amount insurance paid could be applied to that total.I asked to speak with supervisor, was put in hold,told supervisor would call me back. Never got a call back.I feel HealthtrackRX is double dipping,, getting money from insurance company and patient for higher than normal bills from other labs.

  Business Response

  Date: 01/07/2025

  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. While HealthTrackRx has policies in place to ensure out-of-network cost share amounts are not excessive in comparison to in-network cost share amounts, in any case where we are billing to insurance as the primary payor, we cannot generate a final patient bill until we have received an Explanation of Benefits (EOB) from the insurance. It is the insurances responsibility to issue an *** to the billing provider, regardless of network status. We apologize for the long wait time we experienced in receiving the **** but it is important to receive this document from the payor before billing the patient to ensure patients are not billed in excess of what the payor adjudication and company policy allow. At this time, the final cost share assigned by the insurance is less than the $125 self-pay and maximum out-of-pocket rate, and a final bill has been issued by mail. HealthTrackRx offers many options to assist with insurance-assigned cost share amounts, please contact ************ or email ********************************** if you would like to explore these options. We show our team most recently attempted to contact you by phone on 12/12/2024.
  Thank you,
  HealthTrackRx ******************

• Initial Complaint

  Date:11/22/2024

  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.

  I underwent laboratory testing through ************************** in ********, ****. The laboratory services were conducted by Health Track RX. The date of service was August 12, 2024, and the current outstanding balance is $125.I received a text message asking me to pay the said balance. Based on this amount, I observed that the claim had not been submitted to my insurance provider. Upon receiving the billing text message, I contacted Health Track RX, who assured me that the claim would be processed. This occurred in September.I received another text message on 10/29/24 prompting me to follow up right away. I provided my insurance information once more and was assured that the matter would be resolved.I received another message on 11/18/24 indicating there was an overdue balance for the lab bill with Health Track RX. The message further stated that failure to pay may result in additional collection actions. I subsequently called on 11/22/24 and spoke with **** at extension *****. She verified my insurance information once again and indicated her willingness to assist in resolving the issue. I lack confidence in this company and am concerned about the potential impact on my credit score. I am seeking assistance in resolving this matter promptly. **************, my insurance company, has confirmed that no claim has been submitted.

  Business Response

  Date: 12/02/2024

  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 currently experiencing a billing issue with *******************, where claims are being incorrectly rejected instead of processed and adjudicated. This issue is specific to this payor. We apologize for any inconvenience caused by the bills youve *********** resolve this, we have placed your account on a billing hold while we work with the insurance company to correct the situation. Rest assured, your account will not be sent to collections or affect your credit report during this time.We appreciate your patience as we work to resolve this matter.
  
  For further assistance with our pricing and payment options, please contact ************************************************************.

  Sincerely, the HealthTrackRx Billing Team

  Customer Answer

  Date: 12/02/2024

  I am rejecting this response because: 

  I want something in writing from the business to make me feel at ease. Im glad they have finally responded to me with details. An email with the same verbiage would suffice directly from the company.

  Customer Answer

  Date: 12/14/2024

  In their response to me, they told me its a known issue and that I didnt have to do anything further. Now I receive a notice telling me there is missing information. There is no missing information. The company is in possession of my health insurance card details.

  Customer Answer

  Date: 01/07/2025

  The business has not responded to me. Instead they have sent me a paper bill. 

  Business Response

  Date: 03/01/2025

  Mr. *****:
  Your claim was indeed submitted and adjudicated by the Payor,leaving a balance of well over $300.   As a courtesy to you, your balance was reduced to $125.  You may contact your insurance carrier to obtain an Explanation of Benefits, which was sent to us as well.

  Customer Answer

  Date: 03/03/2025

  The balance is $0. One of the attorney from Health Track reached out and I have it in writing. I suggest you use your resources before responding to a complaint. There was no courtesy here either. Get your facts straight. This business is horrifying to work with. Closing claim due to respond from attorney confirming my balance is $0.

• Initial Complaint

  Date:09/18/2024

  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.

  My family has used *********** of Oconee for 2 medical visits in question. 6/1/2023 for my son, and 8/21/2023 for my wife. HealthtrackRX of ** is the contracted laboratory services provider for tests, and they have billed separately from the facility. The 6/1/23 visit resulted in a final bill due of $125, but was never notified and never received a statement. The 2nd visit resulted in a final bill of $353.40, which has been disputed with Cigna and HealthtrackRx since Jan 23, 2024. In both instances, I have expected HealthTrackRX to provide statements by mail to notify me of any balances due. I have never received a statement to notify me of a $125 balance due for my son. This 2nd bill was questioned during a 3-way call with Cigna and HealthtrackRX on 1/23/24 to explain the charges submitted. The 2 customer service agents seemed to identify the coding issue on the claim, and communicated that HealthtrackRX would submit the updated claim to ***** to resolve the discrepancy. It was communicated that I was to wait for both parties to complete their processes, and I would then receive updated claims and statements in the mail from both parties. I have not received any updates from either party to date in the mail. This matter has come back to my attention when I received 2 debt-collection letters in the mail. Cigna was able to confirm they never received any corrected claims. HealthtrackRX did not bother to send any statements or communication to me to notify me this has not been resolved. Instead, they have turned these bills over to a collection agency. I am requesting HealthtrackRX to correct the 2nd claim associated with the bill of $353.40 and send to Cigna. I am also requesting that any negative credit reporting for these 2 matters be corrected and removed from credit reports. Lastly, I am requesting that HealthtrackRX provide me by mail with any outstanding statements or balances so I can take care of any true balances I owe.

  Business Response

  Date: 09/24/2024

  Please see the below clarifications of status for the two accounts submitted:
  
  Acct#******* (DOS 8/21/2023) The claim was partially denied, and partially approved. The approved portion was assigned to deductible in the amount of $353.40. We apologize if this was not clearly communicated by Cigna at the time of call; the assignment of deductible remains valid regardless of the re-submission of the denied procedure codes. Statements requesting payment for this balance due were issued on 10/18/2023 and 11/22/2023 to the address provided by the ordering provider at the time of service. For current status of this account balance, and to confirm the address statements were mailed to please contact ************.
  
  Acct#******* (DOS 6/1/2023) The claim was approved and a deductible amount of $375.82 was assigned to patient responsibility. We received a call from the patients guarantor on 6/21/2023. A prompt pay discount was offered and accepted at that time, and the balance was reduced to $125. A second call was received on 8/21/2023 and the discounted amount was confirmed as the balance. The guarantor communicated on that call that a payment would be made through the online portal. Statements were issued on 6/17/2023, 7/18/2023, and 8/18/2023 to the address provided by the ordering provider at the time of service. We advise that you contact our collections partner, *** services, at ************ for resolution or settlement of the outstanding balance.
  
  Please note, our collections partner has not made reports to a credit reporting bureau for either account.Their role is to perform additional follow up on unpaid balances and negotiate settlements to resolve open balances.
  
  Thank you,
  HealthTrackRx
  

  Customer Answer

  Date: 09/25/2024

  I am rejecting this response because:   This response makes no effort to acknowledge or provide any resolution to my complaint. There is no accountability from HealthTrackRx for the lack of communication or poor level of customer service for both accounts in question. 
  

  for #*******, there is no mention of my phone call with HealthTrackRx and Cigna on 1/23/24. I was given verbal assurances from both parties that the issues discussed would be corrected, and I would then receive updates from both parties. From HealthTrackRx, this was to be a new statement. Your records clearly indicate that no effort was made to contact me after this call. If your call center would have provided the correct guidance during that call, I would have filed an appeal with ***** then. Since I was misled by both parties, I have only recently filed an appeal for the incorrect billing of this claim. Please address this call and provide a potential resolution other than calling the HealthTrackRx call center again, which failed me to begin with.
  

  for #*******, please provide or mail me the original dated statement showing the corrected $125 balance. Our call to verify on 8/21/23 was expected to be followed up with a new statement. Why has it taken a full year for me to be contacted again to notify me of an outstanding bill, and this communication wasnt even from HealthTrackRx?
  

  I do thank you for confirming there has been no credit reporting for these items. I will check my personal reports to confirm. 

  Customer Answer

  Date: 11/08/2024

  I submitted my response on 9/25/24 to reject the feedback from Healthtrax. Why was this not acknowledged?

• Initial Complaint

  Date:09/04/2024

  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.

  My daughter went to her pediatric checkup, and was testing in the office for a ***. The results were not definitive, so they said they would send the sample to make sure she did not have a UTI. I received a text message that her bill was ready for payment, and was gobsmacked when I saw that we were billed $789 for a urinalysis. Our portion was $347. I called our insurance, messaged the doctors office and called the company. I called ********** again today, chose the option for billing questions, and asked why such a large amount for a UTI test. I was placed on hold several times while she located information only to be told she doesnt have access to see why the test cost that. But that she would be happy to take my payment. Her twin just had a urinalysis done in April by the same doctors office, different lab, and was drastically lower cost than this. I think they received the orders for a UTI panel and ran the gamut to charge an exorbitant amount.

  Business Response

  Date: 09/05/2024

  Hello,
  
  We show that the lab test at HealthTrackRx was ordered
  during the 8/5/2024 visit at Northeast Pediatric Associates, by clinician Sarah
  Alice Stafford. A 22-pathogen Urinary Tract Infection PCR test was ordered.
  Unlike traditional UTI culture tests, HealthTrackRx PCR testing obtains a
  targeted infectious disease diagnosis and provides a personalized antibiogram,
  enabling fast, accurate and actionable treatment. Due to the more comprehensive
  technology and analysis used, PCR-based UTI tests may be more expensive in
  comparison to a standard UTI culture test. If you have questions as to why this
  panel was ordered for your daughter, we recommend contacting your clinician for
  clarification.
  
  The amount billed to Blue Cross Blue Shield Texas, $789.48,
  is 125% of Medicare-established rates for the panel of tests ordered.
  HealthTrackRx has a contractual agreement with this insurance company to lower
  the cost of testing to $347.39 for this panel. The amount assigned to patient
  responsibility is the deductible amount. As an in-network insurance, we are
  contractually obligated to bill for insurance deductible amounts as assigned by
  your insurance. Our payment options are available to help make bills more
  manageable. If you would like to access these options, please contact our
  billing department at 844-218-3097 or email [email protected].
  
  Thank you,
  HealthTrackRx
  

  Customer Answer

  Date: 09/05/2024

  I am rejecting this response because:   I have been in contact with the doctors office and was told that they ordered a “urine culture” they did not order a PCR. 

  Customer Answer

  Date: 09/05/2024

  Attached is the bill for her twin sister’s urine culture, ordered by the same doctor-to a different lab in April. As you can see, there is a vast difference in the billed and patient responsibility for the same UTI order. 

  Business Response

  Date: 09/09/2024

  If you would like to obtain a copy of the order,
  you can do so by completing a Release of Information authorization. Please
  contact our Customer Service team at 866-287-3218 if you would like to begin
  the process.

  Customer Answer

  Date: 09/09/2024

  I am rejecting this response because:   The amount owed for her twin’s urine culture, ordered by the same doctor to quest, was $13.80. The total amount billed was less than $200. This is a reasonable amount for a urine culture. 

• Initial Complaint

  Date:08/28/2024

  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.

  This company was not in network with my health insurance and did not inform my physician's office or me when this change happened. I am now responsible for way more than I should be. I have an outstanding bill for $125 that I do not think is fair or reasonable.

  Business Response

  Date: 08/30/2024

  Hello,
  We show that your lab test was billed to ******************* which is an in-network insurance with HealthTrackRx. It is the ordering providers responsibility to inform you at the time of service that lab tests may result in a cost-share amount assigned by your insurance. We show your ****************** plan has a $1,250 in-network annual deductible which has not been met for this year. When the claim was processed, $347.40 was assigned to your deductible responsibility. This amount was billed to you on 8/16/2024.
  
  We show two calls were placed to our billing support line on 8/28/2024. During those calls, it was explained that the balance assigned was due to the insurance deductible. Payment options were offered, and you elected to use our prompt payment self-pay match option, which reduced your bill to $125. Your account balance was adjusted and the current balance shows as $125.
  
  As an in-network insurance, we are contractually obligated to bill for insurance deductible amounts as assigned by your insurance. Our payment options are available to help make bills more manageable. If further assistance is needed with the $125, we also have Financial Assistance available. If you would like to access our Financial Assistance program, or would like to settle your account at an amount you feel is fair and reasonable,please contact us at ********************************************** can assist you further with an assistance application and/or settlement review.
  
  Thank you,
  HealthTrackRx
  

• Initial Complaint

  Date:08/19/2024

  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.

  On 6/20/2024, my local urgent care performed a lab test and on 7/6/2026 I received a bill from HealthTrackRx for $125.00. After contacting my local urgent care, they have no record of contracting with this lab service company and I received two other bills (one local lab and the urgent care facility) for lab services which the urgent care confirmed were processed through insurance based on the services I received. I tried calling HealthTrackRx using the number on my statement *************) and the number was out of service. I tried other numbers posted on the website and no answer or place to leave a message. I do not beleive these charges are valid nor do I believe this business is actually providing the services it describes. I did not and would not authorize an out of network lab facility to process my test results and this urgent care has no contract with this Company.

  Business Response

  Date: 08/20/2024

  Hello,
  
  We show that your lab test at HealthTrackRx was ordered during your 6/20/2024 visit at **************** ************ by clinician ***** ****** ******. The contact number we have on file for this facility is **************. If you would like to receive a copy of the signed order, please contact our billing team at ******************************************* and verify your name and date of birth for PHI privacy purposes. Otherwise, we recommend contacting the urgent care facility directly to clarify what lab orders were placed on 6/20/2024. It is the responsibility of the ordering facility to release test results to patients.
  We show the phone number listed on the statement issued to you is ************. If possible, please provide a copy of the invoice you received listing the out of service phone number *************), as we would like to investigate the source of this incorrect information.
  
  If you are unable to receive your test results and/or confirmation from the urgent care ordering facility,please contact us at *******************************************.We can assist you further with providing test and order documents, or reaching out to the ordering facility directly if necessary.
  
  Thank you,
  HealthTrackRx
  

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:  this statement provided does not align with the information you are provided and I had a lab services bill from another provider for the services I received which went through my insurance. 

  Business Response

  Date: 08/20/2024

  We did not receive insurance information from the ordering provider. If you have no further dispute regarding your test order and would like to provide insurance information, please call ************.

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:   I want to understand if this is a valid invoice or why I received one with an inactive customer services number

  Customer Answer

  Date: 09/26/2024

  I have continued to be contacted by HealthTrackRx asking for collection after I advised them to contact the **************************. They have advised that they have not received a response after two weeks of attempts and are still trying to collect from me. There is no basis for the amount to be collected and will not stop badgering me with calls. 

  Customer Answer

  Date: 11/07/2024

  The company is unable to contact the ordering physician but now wants me to provide insurance information directly to them to try and bill for these services that were not authorized and the ordering physician is not acknowledging. This company is fraudulent and has been badgering me with calls almost daily to get me to pay. 

• Initial Complaint

  Date:08/07/2024

  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.

  On March 26, 2024, I visit ********************* This urgent care did some Lab test-Urinary Infection Panel that was sent to HeathTrackRx. I gave then the TriWest Health Alliance authorization code and the billing address to TriWest. In April, I received a bill for $125 from HealthTractRx. I contacted Triwest and they contacted HealthTrackRx and Triwest verified with HealthTrack that they have the right information for billing. After the call, I call Heathtrack and confirm that they have what they needed too. In June, I received another bill again. Triwest called them and I called them again. Health track appoligized for the misunderstanding and said they were going to send the bill to *******. Well, I just received another bill again from HealthTrack, but this time for $877.20. We did the whole process again. triwest called them and I called them. They appologized again. They said that someone else is doing the billing. TriWest recommend me to file a complain with your agency because if this is not resolve by November, the referal will close and I will be paying the balance.

  Business Response

  Date: 08/20/2024

  We show the Triwest VA information was provided in June 2024, however, due to an internal processing error, the claim was not submitted correctly until August 10th, 2024. Due to the processing error on behalf of HealthTrackRx RCM staff, we will ensure the patient has no out-of-pocket responsibility for this test. No further bills will be issued and no collections action will be taken.
  
  Please contact our team at ********************************** if you have any further questions.
  
  Thank you,
  HealthTrackRx

  Customer Answer

  Date: 08/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/14/2024

  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.

  5/16/24, during a scare of whooping cough in my area, I went to a local *********** involving cold/flu and respiratory issues that had come, gone and then recurred with fever and weakness. They ran a test with this company to see if I had Whooping Cough and told me not to return to work until we got results.What they did NOT inform me of was that I would receive a separate bill from this medical lab in ANOTHER STATE, for nearly $600, with an insurance adjustment of $285 and leaving me owing a balance of $280 on top of the bill for my visit.I would have rejected the service outright, if I'd been informed at all about its cost and how little of that amount would be covered by my insurance.

  Business Response

  Date: 07/22/2024

  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 the test was ordered from ***************** Brevard; it is the responsibility of the ordering clinician to inform patients that they will receive a separate bill for the lab testing they order, and to provide education on the potential costs. We have made this *********** facility aware of your concerns.
  We show that your claim was processed by your insurance,*****, and your insurance processed the allowed payment towards your annual deductible. A deductible amount is assigned to patient responsibility by the insurance company; your insurance does not pay for some services until your annual deductible is met. HealthTrackRx offers many options to assist with insurance-assigned deductible amounts, such as payment plans, prompt payment discounts, and financial assistance. Please contact ************ or email ********************************** if you would like to explore these options.
  Thank you,
  HealthTrackRx ******************

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   

  To quote the Business in question, "...We show that the test was ordered from ***************** Brevard; it is the responsibility of the ordering clinician to inform patients that they will receive a separate bill for the lab testing they order, and to provide education on the potential costs. We have made this *********** facility aware of your concerns."

  I appreciate their contacting the *********** facility and making them aware of my concerns, but the fact remains that I was not informed or provided education on the potential costs.

  I was not given the proper knowledge to make an informed decision on whether or not to incur the possible extra cost from my insurance deductible.

   

  Business Response

  Date: 07/23/2024

  You stated your desired settlement is a Billing Adjustment.  While our contract with the insurance company prevents us from waiving assigned deductible amounts entirely, HealthTrackRx offers many options to assist with insurance-assigned deductible amounts, such as payment plans, prompt payment discounts, and financial assistance. Please contact ************ or email ********************************** if you would like to explore these options.

  Customer Answer

  Date: 07/25/2024

  I don't accept that your business would enter into any agreement with a third party that would limit you from making your own best decisions on what you do to mitigate circumstances with a charge for your services. I also see plenty of other complaints here (several of a very similar situation to mine) that were closed with balance changes.

  I acknowledge that you provide needed services, and that you are entitled to proper payment for those services. But I don't hold myself responsible for paying for things that I was not properly consulted about before they were ordered on my behalf.

  I won't be making any payments toward a service that I was not properly informed of the cost for, and would not have accepted if I had been.

  Business Response

  Date: 09/24/2024

  Thank you for your response.Please contact ************ for your account status and information regarding your dispute resolution. Please reference Account #*******.

  Customer Answer

  Date: 09/25/2024

  I am rejecting this response because: So, I tried to contact the business at the number provided, and attempted several times to navigate their automated answering system.  It kept wanting a "Statement number," and would not accept the Account Number they have provided me. I eventually had to wait out the automated options in order to get a real person to answer...gave them the account number and was told that they could not TELL me any information about the account but they would forward me to someone who could. I was put on hold and then lost the call or was hung up on. I am not going to continue with the runaround.  You say you cannot modify my balance due to agreements with my insurance provider, yet you keep making the offer of payment plans OR EARLY PAYMENT DISCOUNTS...sounds to me like you can make discounts when you like. I have another proposal...how about you contact me in writing with the fraction of an amount you would sell my debt to a collector for, and I will consider paying that amount.

  Business Response

  Date: 10/04/2024

  Thank you for your message.We have closed your account balance with note of your dispute.

  Customer Answer

  Date: 10/04/2024

  I am rejecting this response only because I would like more specifics, and as I stated, contacting your business through the phone has been a nightmare.

  Saying that you have "closed my balance," does this mean that I no longer owe the disputed amount? Or does it mean that I can expect phone calls from some debt collector soon?

• Initial Complaint

  Date:06/17/2024

  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 8/23/2023 I went to an urgent clinic in ****************. My insurance company (******) paid for the services. I've contacted Healthtrack to explain that my insurance company has paid the charges. I've sent letters with proof to Healthtrack as well as RMP with no response from either company. I have also called to inform them of the ****** payment. I am now in collections through RMP who state they have not been paid. they state they have submitted the claim to CIGNA. I have explained to Healthrack and RMP that I do not have CIGNA and that ****** has paid for the services provided.

  Business Response

  Date: 06/27/2024

  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 we originally had the incorrect insurance (Cigna) and that you contacted our team on 9/13 to provide corrected insurance information (******). We have investigated the history on this account and have found that we were not able to successfully submit a claim to ******; this has been escalated to the appropriate team, and we are taking steps to correctly submit this claim.
  
  We did contact ****** on 6/25/2024 to clarify your information that payment has already been issued. ****************, the payment they issued for the 8/23/2023 service date was for the clinic visit to Boulder Highway Carefirst. This claim did not include the laboratory service charges,as ordered by *****************************, which are charged separately from the clinic visit.
  
  We have retracted the balance due from the collections company (RMP Services). You have no balance due for the 8/23/2023 service date.If you have further questions, please contact ************ or email **********************************.
  
  Thank you,
  HealthTrackRx Billing Department

  Customer Answer

  Date: 06/27/2024

  I have reviewed the business response and accept this resolution.  To reiterate, I have no balance for either the clinic or the laboratory.  

  Customer Answer

  Date: 07/08/2024

  I Received a collections call again today from ************ (Health Track RX) stating that the bill has not been withdrawn and it is still in collections.  How I get the company to fix this error?

  Business Response

  Date: 07/15/2024

  HealthTrackRx documentation shows the balance was recalled from *** Services collections on 6/27. We have contacted ************ to correct their system. If you have further questions, please contact ************ or email ***********************************

  Customer Answer

  Date: 07/15/2024

  I am rejecting this response because:   I need proof from RMP in writing that they are their invoice is satisfied and I will not be getting anymore collection calls. 

  Business Response

  Date: 09/23/2024

  Our records show the open balance was cancelled with the agency. If you would like a copy of the account closure notice, we recommend contacting ************ directly at ************. Thank you.

  Customer Answer

  Date: 09/23/2024

  I have reviewed the business response and accept this resolution.