Complaints

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• Initial Complaint

  Date:05/09/2025

  Type:Order 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.

  Hamilton Billing Services was contracted to provide billing services to our mental health group private practice. Throughout the 6 weeks that the contract was active the company inappropriately charged Medicaid clients full fees for services billed to Medicaid and for no show/late cancellations and PA is a state that does not allow to charge Medicaid clients which the practice owner informed the owner of Hamilton Billing Services directly. During the six week time period there was only ever one meeting between the billing company and the practice. Additionally, this practice violated the terms of contract stating they would respond to communications within 48 business hours and they never upheld that. The company then spent an entire week setting all client accounts to autopay in our EHR without communicating they were doing so which further impacted inappropriate charges to clients causing a large amount of clients to outreach our billing communication email and voicemail lines which Hamilton Billing Services reported they would be overseeing and they did not respond to outreach causing clients to be further upset and frustrated due to lack of communication. When inquired about these concerns a member of the billing team would randomly issue refunds to accounts without informing the client or practice owner of doing so. It has been weeks since this company no longer has access to our accounts & we are still fielding complaints and fixing their errors. Our accounts are in worst condition now then before this company got involved. EHR activity records indicate that this company was not in our accounts daily as agreed upon and often spent less than 3 hrs per day in the account. We finally had to terminate our contract due to Hamilton Billing Services ongoing violations as a result of having no communication and no account activity for a week. Once we notified the owner of Hamilton Billing Services of termination she made excuses for why this happened and begged to con

  

  Business Response

  Date: 05/28/2025

  We take these concerns seriously and would like to offer clarification regarding the services provided to your practice during the time we were contracted.
  
  
  First and foremost, it is not — and has never been — the policy of Hamilton Billing Services to enroll clients in autopay without prior authorization. If any accounts were set to autopay, this may have been due to EHR system settings or miscommunication, but it was not done intentionally or without the practice’s knowledge.
  
  
  The reporting tools your team has access to do not reflect the full scope of work performed. A significant amount of our time was spent outside the EHR system — on phone calls with insurance companies and researching payer requirements via portals — in order to address and correct more than two years of billing errors left unaddressed by the previous billing provider. These efforts were essential to bring the account current and required extensive behind-the-scenes work that was not visible within standard usage logs.
  
  
  Additionally, we were fully aware that Medicaid clients in Pennsylvania cannot be charged no-show or late cancellation fees. If any such charges were applied in error, we issued immediate refunds. These refund actions were always taken with the verbal approval of the practice owner, particularly in cases where significant client credits had accumulated due to previous billing mismanagement.
  
  
  While we understand the concern about communication, we maintained multiple points of contact with the practice owner throughout the engagement. We regret if our response times did not always align with expectations, especially during periods of high client outreach. However, we never intended to leave inquiries unanswered and made efforts to address issues as quickly as possible.
  
  
  It’s also important to note that this account was unusually large and complex, and the decision to end services after just six weeks was premature. Six weeks was not a sufficient amount of time to clean up extensive legacy issues and stabilize account operations. Unfortunately, the abrupt termination contributed to leaving the account in a disrupted and incomplete state — which may have compounded the concerns raised after our access ended.
  
  
  Despite providing services throughout the contract period — including the final month — the practice declined to pay the final month’s invoice, totaling close to $5,000. In an effort to deescalate the situation and out of respect for the upset the practice owner expressed, we chose not to pursue that balance.
  
  
  We sincerely regret that this working relationship did not meet expectations and wish your team the best in moving forward with your billing operation.
  
  

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: 23307565
  
  
  
  I am rejecting this response because: this information in the write up by the company is false and not an accurate description of what transpired as evidenced by emails from their company stating they enrolled in autopay (without discussing with the owner) among other inappropriate billing actions taken by the company. It also does not accurately reflect the estimated amount that they are stating they are owed and paints the owner of the company in a negative and false matter.
  
  
  
  Sincerely,
  
  
  
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