Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/24/2024

  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 purchased a medical device from ***, August 15th, and paid $840.00. The company provided a receipt for the purchase, but it does not include important details that are required by ***** to process an out-of-network claim.I have requested an updated receipt to include the company's tax ID, their NPI number, and the *** code for the product I purchased. They have refused to provide this. I have also asked if they are able to provide a letter with these details on company letterhead. They have refused to provide this as well.

  Business Response

  Date: 11/04/2024

  Hello BBB,

  Thank you for bringing this complaint to our attention. We apologize for any inconvenience this may have caused. Upon receipt of this complaint, our ********************** has worked diligently to perform a thorough investigation of this report to properly assess the reported complaint of *********** [***]provided a receipt for the purchase, but it does not include important details that are required by Cigna to process an out-of-network claim. Company Tax ID,*** Number, and CPT codes were requested, but company refused to provide information. Please view attached documents for information on ***'s investigation into the reported complaint. Thank you for reporting this complaint, should you have any further questions or concerns, please feel free to contact us.
  

  Customer Answer

  Date: 11/04/2024

  Complaint: 22466073
  
  I am rejecting this response because the issue outlined in my complaint remains unresolved.  I cannot and will not alter an original receipt from the company.  Furthermore, Cigna will reject an altered document.  This needs to come from EPI.  The response from the company explains nothing, rather it merely documents the date the order was placed, an email I received from their customer service team, and some internal communication about my healthcare provider.
  
  ***** *******

  Business Response

  Date: 11/14/2024

  Hello,
  
  Thank you for providing further information into the steps *** should take to further address the customer's request. We truly apologize for any inconvenience this may have caused. Please know that we have thoroughly investigated this matter and have performed necessary actions to address the request to provide an invoice with Company Tax ID, NPI Number, and CPT codes. Please view the listed action items below that the company has performed to address both the complaint and the request for an updated invoice.
  
  05NOV2024 *. *******: On 05NOV2024, EPI received a response from the BBB. An email was sent to the **************** and Training Director, ****** *., and ***************** Manager, ******* *., on 05NOV2024 with the following information: BBB has requested further information. Based on the available information provided in the response from the BBB, please provide the customer an updated invoice containing the Company Tax ID, NPI Number, CPT Code.
  
  ********* *. *******: A meeting was held on 11NOV2024 at 9:00 AM CST with ***************** Manager,******* *., reporting the following information: An email request shall be sent to the Accounting Manager, **** *., to address the customers request by adding Company Tax ID, Company *** Number and CPT Code.
  
  ********* *. *******: An email was sent to the Accounting Manager, **** *., on 11NOV2024 requesting the following information: Can you please add the Company Tax ID, Company NPI Number, and CPT Code to the Customer's Order/Invoice?
  
  ********* *. *******: The Accounting Manager, **** *., emailed the following information on 11NOV2024: Please provide the Customer Number and Order Entry Number that we need to put the information on.
  
  ********* *. *******: An email was sent to the Accounting Manager, **** *., on 11NOV2024 with the following information: Customer Account Number, Customer Name, and Order Number was provided.
  
  ********* *. *******: The Accounting Manager, **** *., emailed the following information on 11NOV2024: Updated invoice with Customer Account Number, Company NPI Number,CPT Code was provided.
  
  
  Please view the updated customers invoice attached within this response. We hope that this provided document resolves the reported request to add Company Tax ID,Company *** Number, and CPT Code. Again, we apologize for any inconvenience this may have caused. We thank you for reporting this complaint, please know that we take all complaint and/or feedback seriously. Please do not hesitate to contact us should you have any further questions or concerns.
  
  Yours Truly,
  ****** *******, Regulatory Affairs Manager
  

  Customer Answer

  Date: 11/21/2024

  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.
  
  Regards,
  
  ***** *******