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:06/03/2025

  Type:Sales and Advertising 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 have been trying to get an itemized statement so I can show proof that I overpaid. However I have had no luck and found out yesterday that your customer service team doesn’t do itemized statements. I tried to go to the address to talk to someone in person and no one in the entire building had any clue what I was talking about. I need an itemized statement from 3/29/2022 as well as 3/18/22 and 3/19/2022. Thanks.

  Business Response

  Date: 06/05/2025

  I am sorry for the confusion, I have spoken to billing/ R1 and they will mail you itemized statements. Please give two weeks for mail time. 

  We are not finding a bill for 3.19, only 3.29 & 3.18. Please let me know the account number and hospital seen if still needed for 3.19. 

• Initial Complaint

  Date:05/02/2025

  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.

  5/2/2025 Epic Emergency Physicians sent a bill from Jan ************************************************* The first communication I received that I had an outstanding bill was from a collection agency (***) that acted very suspicious and was unable to provide any way for me to confirm the balance. There were several calls/texts from *** that included threats and intimidation, but no proof of the debt nor a way to independently verify the debt. I finally was able to find a number from the BBB website after all other internet searches were unsuccessful. The number from BBB led me to a way to eventually request a bill sent to my address and confirm the balance. This was after an up charge from the debt collector for Legal fees since they were threatening legal action against me. Once I was able to verify that this was not a scam, I paid the bill immediately and would have done so much sooner had Epic contacted me directly.**** needs to put some effort into contacting and verifying balances with customers. Until I was in collections, I had never even heard of them much less agreed to services. I request that my credit report be corrected as the responsibility for this miscommunication is the fault of Epic Emergency Physicians.

  Business Response

  Date: 05/05/2025

  I am very sorry you didn't receive the statements. The hospital sent us an address of *********************** on this account. I have confirmed with collections that this has not been reported on your credit and also requested they cancel. 

  Customer Answer

  Date: 05/05/2025

   
  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.
  
  I would like to note that mine is only one of many similar complaints. **** would do well to analyze their billing behavior. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/02/2025

  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.

  My son was taken to the ************************/********************* on Nov 22 2022. When checking in I provided all Insurance (Tricare) information. All charges submitted by the hospital were paid timely. I never received a bill from Emergency Physicians. When applying for a loan i found that a bill had been sent to Mountainland Collection and they reported it on my credit report. I never received a bill from the collection company either. They claimed the address that **** provided them was the local homeless shelter. They also informed me that they received another collection bill for me from ****. Mountainland Collection refused to give me Epics information. It took a long time to find a number to contact them. When I called them they did not have my phone number, my correct address and an incorrect insurance number. I gave them the correct information and told them they needed to remove this from my report because of what it was costing me in increased interest rates. They stated they were going to submit the bill to *******. I called back to check the status and now I am being told that they still have not submitted it because they are investigating it and that it could take 45 days. Their solution is for me to pay the full amount (not the amount that Tricare would pay) and then they will remove it. This seems to be in violation of the Utah No Surprises Act. All portions submitted by the hospital have been paid so it is clear the correct information was presented on check in. At this point it seems unlikely that ******* will pay this bill due to it not being timely filed.

  Business Response

  Date: 04/07/2025

  Can you please confirm your sons name and Date of Birth. Also was the ***********************? 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23153250
  
  I am rejecting this response because:

  I will not put his personal information on here.  But yes it is ***********************.  

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/08/2025

  In order to help I do need to know the patients name as I am not finding any ****** at ********* on Nov 22 2022. 

• Initial Complaint

  Date:03/20/2025

  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.

  Issue: We received a bill for ER visit on 4/13/24 in the amount of $1418.00. This was unexpected since the insurance company, *************** (******************* Advantage, PPO) would pay this bill. During this process, I was told more than once that your company would submit the insurance claim correctly, so it was confusing that it was sent to collections. The collections company, Mountain Land Collections, ignored my dispute and proceeded to send increasingly higher amount due demand letters. In a moment of frustration, the collections company was paid $************* Calls:This is the history of phone calls made to resolve this issue *************):22-May-24:No insurance information available for the patient, which was provided, and I was told an insurance submittal would be made promptly. Sent the *** via email. Note: ************ successfully submitted a different claim for the same patient on 29-Jan-24 without any issues. 25-Nov-24:Reported the bill was sent to collections and discovered the *** had not been received, so it was sent via email again. 27-Nov-24:The insurance submittal on 23-May-24 was rejected because the wrong insurance plan name had been used. I was told it would be resubmitted directly and the collections company would be put on hold. 27-Dec-24:Check on status of insurance submittal of 28-Nov-24 and was told **** had 45 days to pay and I needed to call back after that. 14-Jan-25:EPIC was contacted by **** directly while I was on the line, and we were told the submittal made on 28-Nov-24 had failed yet again due to incorrect information. We were assured the insurance submittal would be made correctly at this point. 17-Mar-25:Contacted **** again, who contacted **** again, to discover that the submittal in January, 2025 was unsuccessful. All pertinent information was provided to EM Physicians, yet again.

  Business Response

  Date: 03/26/2025

  Can you please confirm the patients name and date of birth?Also, what hospital was this at? 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23092170
  
  

  Here is the additional information requested from EM Phys Integrated Care (EPIC):

          Patient Name: ******** *******
          DOB: *********
          Account Number: **********
          Date of Service: 4/13/2024
          Location of Service: ***** Health - Whitefish
          POA: ******** *******

  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/01/2025

  I have spoke to billing that confirmed **** just processed this claim. A refund will go out to the PT. 

• Initial Complaint

  Date:02/26/2025

  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.

  My daughter was seen in the ER at Mountain West Medical Center on 5/23/2023. Since then, I have been trying to get EPIC physician billing to submit this claim to my insurance PEHP. I have called them on multiple occasions to verify my insurance. They sent my claim to collections, claiming they received a denial from PEHP because my insurance was not effective for that date of service. My insurance effective date is 11/1/2020. I have spoken with PEHP, and they have zero records of this claim being submitted. In January 2025, I spoke with them and again verified my insurance. They said they would appeal the decision with PEHP. I told them my insurance informed me that the company cannot ask me to pay at this point because they only have one year to file the claim correctly. EPIC said they would appeal. Today, 2/26/2025, I received a denial from Select Health. They are not the correct insurance. I called today and was told two different things. First, I was told that they billed PEHP and got a denial. Then, after I pointed out again that this denial I got was from Select Health. The person then said we never heard back from PEHP and then sent it to Select Health. All the while, this is sent to collections, and they refuse to call the collection agent like they said they would put a hold while they attempt to submit this to insurance. You cannot speak to a supervisor or anyone in charge. They have yet to submit the claim to my insurance. I was forced to make a payment of $202.95 to the collection agency. I would like them to adjust my bill, accept that payment, and declare my bill as paid in full. I should have to pay anything for their incompetence.

  Business Response

  Date: 03/04/2025

  I have spoken to collections and the hospital. They have agreed to accept your payment and adjust the rest. 

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:01/30/2025

  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 billed by Emergency Physicians Integrated Care, LLC with a bill that has no way to make a payment. The addresses (all three on the bill) are just P.O. Box addresses, two in ******* and one in ************. The phone number is to a foreign country and they do not answer questions. The email link for payment does not connect to a server. I reported this as fraud but feel nothing will be done. On the bill, it does not even have the full name of the company, it is listed as EM PHYS INTEGRATED CARE (EPIC). The current bill I have is from services I received in November of 2024. I was billed by the same fraudulent company in 2023, was unable to verify or pay the bill then as well. I was sued by a collection agency owned by the lawyer who represented the collection agency and they somehow got a judgement against me without me even being able to have my say in court. So now I have to pay legal fees on top of a fake bill. I will be reaching out to ************* Debt for help with legal action against this company and suggest that anyone else that has received a bill from this company do the same.

  Business Response

  Date: 01/30/2025

  We are emergency physician who work in the ** at *****************************, *****************, and other **s. R1 is our billing company and I show you spoke to them on 1.21.25 regarding the 11.13.24 date and informed them you are waiting for insurance. R1 also said they would look into the website issue you were having. Please re call billing as soon as you have the insurance info. 
  
  Regarding 4.10.23. I show you spoke to billing on 5.3.23 about the self pay discount but never paid so was sent to collections on 2.10.24. You will have to work with collections on this. 

• Initial Complaint

  Date:12/29/2024

  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.

  My mother was taken to the hospital for emergency surgery. After that she had moved in with me. We have paid all of her bills. We have gone a whole year and half without any medical bills. Then I receive a text message from collections stating that there was an over due bill. Why in a year and half did we not get a paper bill??? Text messages get sent to spam if they are not in my contact list. This is a **** failure in the companies billing procedure. I never received a final notice since I go through all her mail. How can this company still be in business? I am not paying 1600 to a company I have never heard of, and I will not pay *** until I understand why this company waits years to bill a patient.

  Business Response

  Date: 01/02/2025

  Can I please get your Mothers name, the hospital and date she was seen. I can then look into the billing. 

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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 wife got sent to collections for a bill we never received. We were billed for an incident that happened on January 3rd ****************************************************************************************************** this businesses name. I had to call a total of 4 different numbers to even figure out what we were being billed for.

  Business Response

  Date: 11/20/2024

  Hello,
  
  The address we received from the hospital was incorrect (3100 Vs 4100) resulting in return mail.
  
  Thank you for contacting us so quickly after collections. I was able to cancel collections, update your address with billing and resend a new statement.
  
  Please let me know if you need anything else. 

• Initial Complaint

  Date:10/18/2024

  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 am not liable for this debt with **** EMERG PHYS INTEGRAT. I do not have contract anything signed with or contract to any collection agency to collect or report to collection agency. they did not provide me original contract as requested.

  Business Response

  Date: 10/21/2024

  I need to confirm the patient before I send the signed contract. What was the hospital name and DOB? and/ Or Date of service? 

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  

   

  Required info I have is only **** **** /dob ********** 

   

  I have not signed any contract to any agency. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/07/2024

  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.

  I am filing a complaint about Emergency Physicians Integrated Care (EPIC) because of the way that they handled my bills. In October of 2021, I went to the ** and ended up getting billed by this company but I had no idea about these charges. I ended up getting a call from *** saying that they had an unpaid bill in my name to EPIC. After a long phone call with them, they told me that they couldn't give me any information about where this bill came from besides the fact that is was this company. I tried to call multiple numbers associated with this company and each one came up with nothing. I finally contacted my insurance company and they said they also could not find a singular bill from **** in my account. I ended up getting on the phone with my insurance agent and collector from *** and all the collector could tell us is that they tried to bill my insurance (*****) but it was denied and sent back because of an incorrect policy number. My insurance agent said that it should have been an easy fix, and **** should have fixed it right away and sent the new bill back to my insurance, but they never did. *** sent ONE statement, to the incorrect address and I have proof that I wasn't living there at the time. They even admitted that it's sent in discreet packaging so the receiver probably just thought it was junk mail and threw it away. I was never notified of this bill, and neither was my insurance. I have not been able to get in contact with anyone verifying any of this, and it has been an absolute joke.

  Business Response

  Date: 10/14/2024

  Unfortunately the only way we would get an update policy numbers is from the patient calling billing to update. I do show billing text many statements to the phone number you have listed. They also sent one paper statement before collections in 2022 to a ****** address we received from the hospital. I do show you called billing this month to updated your policy number, a new claim had been sent and I will watch the account to see how the insurance process.