Business Profile

Medical Doctor

Patient First

Headquarters

Complaints

This profile includes complaints for Patient First's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

142 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/29/2025
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.
I had an extremely disappointing experience at Patient First ********** and feel compelled to warn others.I visited this location for an X-ray and was explicitly told by the front desk staff that the self-pay charge would be $55. I confirmed this multiple times before proceeding. However, I later received a past-due bill for an additional amount, which was never disclosed to me.When I returned to the ********** branch to address the issue, the staff member I spoke with refused to acknowledge the mistake or offer any apology. I asked to speak with a manager, but the individual, whose name tag read *****, was dismissive, unhelpful, and unwilling to provide any resolution. She also refused to give me her full name, which raises serious concerns about accountability.This level of dishonest billing practices and poor customer service is unacceptable. ********************* deserve clear, upfront pricing and professional treatment, not surprise charges and dismissive responses.I am formally requesting an immediate correction to my bill, adjusting it to the originally agreed amount of $55, as confirmed at the time of service. I have also escalated this complaint to the Better Business Bureau (BBB) and expect a response from Patient Firsts Director of Medical Support.If you value transparency, honesty, and respect as a patient, I strongly urge you to think twice before visiting Patient First **********. I will not be returning unless they take accountability and implement real changes in their billing and customer service practices.
Business Response
Date: 01/29/2025
Good afternoon,

In lieu of a signed authorization, Patient First will reach out to Mr. ********************************** you,

Administrative Services
Customer Answer
Date: 01/29/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

***** ********
Initial Complaint
Date:01/06/2025
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 just received a notice from ****************************** for Patient First bills from 2022. Billing seems to be a big issue for Patient First because they sent an account to collections in 2020 because they forgot to bill my insurance and the time to submit a claim had expired. To start, the address on this bill is incorrect. **************************************** doesnt even exist. Why is the service date 8/5/2022 but it wasnt billed to my primary and secondary insurance until 3/1/2023, 3/9/2023, and 5/25/2023? Same with my daughters ***** ******* and ***** Johnsons charges from 8/5/2022. Additionally, ***** has another service date of 9/22/2022 but insurance was never billed. I also know that Patient First would have refused to see ***** on 9/22/2022 if she had a balance from 8/5/2022. This needs to be fixed as soon as possible and the account needs to be removed from collections and my credit reports by 1/31/2025 or legal action will commence.
Business Response
Date: 01/07/2025
Good afternoon,

Without the signed authorization, Patient First will not be able to share details with the BBB. We will attempt to reach out to Ms. *****************

Well wishes,

Administrative Services
Customer Answer
Date: 01/07/2025
The requested HIPAA form is attached.
Business Response
Date: 01/31/2025
The accounts were reviewed, and all balances were adjusted and removed from collections. There are no outstanding balances remaining with Patient First or the collections agency, ******************************

****** ******
Administrative Services Coordinator
Initial Complaint
Date:01/02/2025
Type:Customer Service 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.
Called to verify whether my two children can be seen prior to arriving at facility. Then when checked in I was told by Faith in registration that this is a private facility and I would have to go to the Emergency Room because they needed to pull coverage. I explained that I called ahead and can show that both kids were enrolled. She showed complete disregard was very cold and uncaring,
Business Response
Date: 01/03/2025
Good morning,
I was not able to locate any recent information for Ms. ********************** her request is to no longer hear from Patient First, we will respect her wishes and not reach out to her. I am sorry to hear someone representing Patient First came across as rude or dismissive. ************** would like to elaborate regarding which location she is referring to and date of the incident, we are happy to look into the customer service complaint further.

Well wishes,
Administrative Services
Customer Answer
Date: 01/06/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:
The location was provided in the original complaint ( Waldorf, MD) Both patients ended having pneumonia and the flu but we were turned away. Their benefits were actually active if your private company actually put patients first you wouldnt turn children away needed medical attention that had insurance coverage.

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

***** *******
Initial Complaint
Date:12/24/2024
Type:Product 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.
Date of transaction: 12/24/24 During telehealth registration, I was advised I either had to pay $120 deposit or place a credit card on file in order to be seen (which could be charged at any time for any amount). I have valid insurance and a specific urgent care copay. I want my insurance billed correctly and my deposit returned immediately. Shame on you for passing the buck off on patients, especially considering all the complaints relating to your billing process.
Business Response
Date: 12/26/2024
Good afternoon,
I do not see a signed authorization allowing Patient First to respond specifically regarding Mr. ********* account. I can comment that the procedure she outlines in her complaint is accurate. Patients can indeed leave a credit card to be charged the amount determined by his or her insurance plan after they have adjudicated the claim or, if the patient prefers not to leave a credit card token, the other option is to make the $120.00 deposit.
Well wishes,
Administrative Services
Customer Answer
Date: 12/26/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I feel its bad practice to mandate a patient to either pay three times their urgent care copay or provide a blank check to cover balances the billing team does not process. I had to personally call patient first today to have my credit card removed from the account after I specifically stated (during my registration call 12/24) that I did not want it added and paid the $120 deposit. As previously stated, I would like my claim processed through the insurance I provided and $120 refunded.

Regards,

******* ********

Customer Answer
Date: 12/30/2024
See attached hippa authorization as requested
Customer Answer
Date: 12/30/2024
Hippa form attached
Business Response
Date: 12/31/2024
Good morning,
Thank you for adding the signed authorization.

Ms. ******** correctly paid a $120.00 deposit on 12/24/24 in order to be registered. As she points out, the only other option was to leave a credit card token on-file for the visit. Had she selected the credit card token option, there is not a charge assessed at the time of service but rather the patient is not charged until his or her insurer has processed the claim and determined the patients out of pocket cost for the visit. Once that information is received by Patient First, usually around the same time the patient has received an Explanation of Benefits (***) from his or her insurer, a text message or letter (whichever option is selected by the patient) is sent for any amount over $25.00. For such charges, the patient is notified about 10 days in advance by text or about 15 days prior by **** letter. The information included shows which card will charge, how much, and for which date of service. If the original card authorized is no longer convenient for the patient, he or she is welcome to change the card, pay online or by phone with a different card, and with certain higher balances, create a payment plan.

Specific to Ms. ********** choice, once the insurer processes her claim and determines her out of pocket cost, she will certainly be refunded any amount beyond what her insurer outlines. For example, if she has a $50.00 copayment, she will be refunded $70.00. She can keep an eye out for the *** from her insurer and can expect a refund shortly thereafter, if she paid in excess of what she ultimately owes.

I hope this information is helpful.

Happy New Year!

Administrative Services
Customer Answer
Date: 01/03/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As the *********************** expressed, I paid a $120 deposit on 12/24/24 to be registered for services. It was confirmed by their team, this was one of 2 options available and I clearly accepted the deposit. The representative that registered me did not follow their own company protocol or my expressed wishes in NOT storing my credit card on file (as I chose the deposit option). I had to follow up directly myself to remove. I would like resolution as to why this occurred and additional confirmation my credit card is NOT currently stored on file.
There are a few generalizations in regards to the *********************** response. For one, ...."a text message or letter (whichever option is selected by the patient) is sent for any amount over $25.00". At no time was I asked which option I preferred or was my contact information confirmed for such correspondence. Secondly, ...."For such charges, the patient is notified about 10 days in advance by text or about 15 days prior to **** letter"; there are no avenues for patients/consumers to challenge this charge if this correspondence is never received (especially if we are unaware of how the correspondence will be issued). At an incredibly desperate time for an illness (Christmas Eve), I provided timely insurance documentation (that is active and easily verifiable) but it was made crystal clear, this company is not "Patient First" but rather "Payment first, patient second". I fully intend to follow up with my insurance company to ensure billing and coding are accurate.
If nothing else, I would like confirmation my credit card is NOT stored in their system.

Regards,

******* ********
Initial Complaint
Date:12/17/2024
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.
Went to patient first on December 1 was never told there was a extended service hour charge of anything after 5 PM or during weekends. Nothing posted anywhere on the building as well. About an extended hours fee after I was billed. I saw the charge of $78 I would like my refund for a charge I should not have had when nothing at the facility states about the extended hours charge
Business Response
Date: 12/18/2024
This appears to have been resolved.

Thank you.
Initial Complaint
Date:12/10/2024
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 went to patient first for a physical in June of 2022 as an incentive requirement for my job. My insurance covered the physical at no charge, however patient first refused to bill it as a physical because they were not my primary care provider and instead billed it as a urgent care visit. I've contacted them numerous times and was well as my insurance company. I was informed by my insurance company that they spoke with ******* at patient first billing said they would rebill it properly but I believe they only corrected it to not be a pre-employment physical. They still billed it as a regular office care visit with the reasoning being physical when the reasoning should have been a physical only.
Business Response
Date: 12/16/2024
Due to no ROI on file, the patient will be contacted directly.

Thank you.
Initial Complaint
Date:12/10/2024
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 have been going to Patient First for years and never had an issue with them until this March 18, 2024. The last service from patient First I had no issue with the claim was on November 2, 2023 and the claim was paid. I was told that Patient First is "In Network" with tax ID ***********. I all of the sudden had discovered the Patient First has been charging my credit card as of today $1,514. This is services claims are the following:?03/18/24 Amount $366- Claim # EM31163976 07/27/24 Amount $327- Claim # EP5128302108/01/24 Amount $269- Claim # EP74679426 08/10/24 Amount $133- Claim # EP98256586 08/08/24 Amount $419- Claim # EP98256593 The following are the charges that have hit my **** credit card that have been paid without an invoice or any other form of disclosure on why I am being charged the amount.Dec 02, 2024 MED*PATIENT FIRST NEW JER $366.00 Oct 27, 2024 MED*PATIENT FIRST NEW JER $552.00 Oct 20, 2024 MED*PATIENT FIRST NEW JER $269.00 Oct 13, 2024 MED*PATIENT FIRST NEW JER $327.00 I also have two additional pending charges for my two children ****** J ******** ** and ****** ******** which are the following: ********* Claim Date of Service-03/31/24 Amount $318-Medical Claim # EM31164265 ******** Claim Date of Service-01/18/24 Amount $308-Medical Claim # ER91702971 My Ex-wife ******** ****** had called and placed the account on hold while they go through billing.I called ****************** back and discovered that Patient First has been billing under a new Tax ID # in ******** and that the Tax ID # that was used for years is still an active Tax ID # and ********************** needs to resubmit the billing with the correct tax id # of ***********. Patient First had stated it has to be reviewed and can take up to 90-days. I find this unacceptable since there are several claims that ****************** will process and pay Patient First when received. Thank you,****** ******** ************ ????
Business Response
Date: 12/13/2024
Hello:
I am writing on behalf of Patient First in response to the enclosed complaint. Both federal and state law prohibit health care providers like Patient First from disclosing any patients health information without the patients written authorization. This is true even when the patient has filed a complaint with a third party such as the Better Business Bureau (BBB).

At Patient First, we strive to live up to our name and value our reputation for doing so. We would strongly prefer to respond by addressing the enclosed complaint specifically, but are unable to do so unless and until the patient authorizes us in writing to do so.

We will reach put to the consumer directly with our findings.

Please feel free to call me directly at the telephone number listed below with questions if anything further is needed. Thank you for allowing me to address the consumer's concerns.
Respectfully,

******** *******
Administrative Services Coordinator
************************
Customer Answer
Date: 12/13/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to resolve this matter in a timely fashion. The following I would request:
1) Re-bill the invoices with the Tax ID # ************ since this is the Tax Number that ****************** had processed and paid Patient First for service back on 11/02/2023. This way ****************** can process them immediately and payment will be paid to Patient First and than I will get refunded by Patient First in a timely manner. Is there reason why the invoices can't be re-invoice to United HealthCare with this number?
2) Explanation of why the tax # has changed on your end without any notice by mail or phone that I all of the sudden am not covered by United Healthcare when Patient First with Tax # ************ is a valid Tax ID # that is in Network with ******************.
3) Explanation of why I have to wait 90-days for a billing review from Patient First since there are multiple invoices that haven't been paid by ****************** and two that are still pending. What is the current status of this at this time?
4) Explanation why several months go by and all of the sudden I am having charges put on my credit card without written mailed notice or a courtesy call going back as far when there was an issue with the claim back in March 2024.
I feel that Patient First just took it upon themselves to just charge me whatever they felt without disclosing a cost for medical visits and charged my credit card beyond a typical physician rate visit. There is no urgency to resolve this since they charged my credit card a much higher rate than ****************** would have paid them out. The profit margin is higher and more important than customer experience or even retention.
I do authorize Patient First ******** ******* permission to discuss in details of my medial account with the **********************.
Regards,

****** ********

Customer Answer
Date: 12/16/2024
Please review the Attached Signed HIPAA form.
Thank you,

***** ********
************

Business Response
Date: 12/18/2024
Hello:
Thank you for providing the signed HIPAA form. Patient First has been actively involved in the consumer's complaint #******** for ****** ********. Mr. ******** requested Patient First resubmit his claims with a different Tax ID number. ********************** submitted the correct Tax ID number on each of the patient's claim and no changes were made.
Patient First reached out to the patient's insurer in an attempt to determine what the issue was and to resolve the matter on the patient's behalf. After speaking with a representative through the provider line for *****************, it was determined by the patient's insurance, there was an issue within their system which caused the patient's claims to process out of network. Per *****************, they were resolving the issue and reprocessing Mr. ********** claims. Patient First contacted Mr. ******** directly and provided him with the outcome. Mr. ******** should reach out to his insurer to discuss the refiling of his claims if there are any further questions.
Please let us know if there are any further questions or concerns. I can be reached at the contact number listed below. Thank you for allowing us to address Mr. ********** concerns.
Respectfully,
******** *******
Administrative Service Coordinator
************************

Customer Answer
Date: 12/27/2024
I was trying to verify with ****************** that the Claims for Patient First stated that were getting re-submitted were going to be processed.. I received a call from ****************** that no message was left on 12/23/24. I called back and finally got in touch with the ************************ and was told no claims were reprocessed as of 12/23/24. I left a message for Ms. ******** ******* on 12/23/24 a little before 3pm. I was away for the Holiday and received a call back today from ******* in the ************************ at ****************** 12/26/24 at 2:40pm and was told that the claims that Patient First that Ms. ******** ******* had stated that were going to be reprocessed and paid due to an error on ******************s, are also denied again. It seems Ms. ******** ******* from Patient First believed that the *** # was the issue since it was incorrect in the Core Network. I was told by ******** at ****************** that the issue is that I am in the Liberty Network with ****************** and the Core Plan is only in place when I am seen for medical treatment outside of ***********

I have been a patient of Patient First for years and Ms. ******** ******* has been a pleasure to deal with. I would like to resolve this. I did try calling Ms. ******* again today, but she is on vacation through 1/06/2025. This explains why I didn't hear back from her from my last message on 12/23/24.

I would like to keep this case open until it is resolved. We had Christmas this week and I don't think it is fair to close with the holiday in between.

Please let me know the next course of action.

Thank you,

***** ********

************

****************************
Business Response
Date: 01/06/2025
Dear Ms. ****************** am responding concerning the consumers dissatisfaction with the response to consumer's complaint #******** for ****** ********.
Patient First filed claims for services rendered to Mr. ********* insurer based on our contractual agreement with them. Our NPI and Tax ID numbers were sent correctly. Please understand,there was no error found with the way Patient First submitted his claims. ***************** advised there was an issue within their system. As a courtesy,Patient First will file an appeal in hopes ***************** will reprocess the claims we have submitted to them. If the claims are denied, Mr. ******** needs to contact his insurer directly as this is an insurance issue as no further action will be taken.

Please let us know if there are any further questions or concerns. I can be reached at the contact number listed below. Thank you for allowing us to address Mr. ********** concerns.

Respectfully,

******** *******
Administrative Service Coordinator
************************
Customer Answer
Date: 01/12/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am aware that ****************** has been going in circles in regard to the claims. I still feel that Patient First should have sent billing invoices for services that I had received and not have let them accumulate without sending an itemized invoice. The other factor is why wouldn't someone at Patient First flag the account and mention it at the office that there is an unpaid balance on the account before I am able to be seen.
I would like to resolve this and I am still in contact with ****************** which is stating that the core network would have covered if I was not in ********** when being seen. They stated that the *************** is not in Net-Work with Patient First.
Are the invoices able to be re-billed at a reduced rate? The amount that each invoice is not even close to what ****************** would have paid for the services rendered. I would like to resolve this, but still feel that ****************** may still pay Patient First on the invoices. If not, I would like to discuss a lower bill rate since I feel that the is not my fault by any means.
Regards,

****** ********
Initial Complaint
Date:12/03/2024
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 was seen at Patient First on 6.9.24. During the intake process I provided my health insurance which is Veterans Affairs, I'm 100% disabled, I was told that my services were 100% covered and I would have no charges. I was there for a sprained achilles (I couldn't walk on my right foot). The physician seen me and said nothing is broken so he said he is getting me fit for a walking boot. I got fit and left. A few months later I received a bill for the boot ($315.00). I called Veterans affairs and they said I am not financially responsible. I filed a grievance with Optum (VA **************** I later received a letter stating according to the provider remittance statement my account should reflect a zero balance due to zer patient financial responsibility. I received a bill in september and again in November reflecting I owe $319.73 (added late fees). According to Patient First (PFO) contract with *****, billing the veteran is prohibited. I continue to get billed. I am a permanently disabled veteran. Optum has talked to **** in PFO billing on October 8, 2024, and advised him that the veteran in prohibited from being billed according to their contract. Yet, I got a bill again in November. **** confirmed on the call that the claim would be submitted to Optum, my account placed on hold and my end would reflect a zero patient financial responsibility. This was not a true statement from **** at PFO billing.
Business Response
Date: 12/04/2024
Thank you for advising Patient First of the patient's concern. The patient has been communicated to directly. Have a great day!
Initial Complaint
Date:11/30/2024
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.
First attempted transaction date: 05/03/2024 Second attempted date:08/2024 Third attempted date: 11/15/2024 Paid business: ***** Business provided medical care and prescriptions for cold/flulike symptoms that later developed into bronchitis (I went back 3 days later and they billed insurance correctly on that one).Nature of the dispute: I have been overcharged and they have not filed the claim correctly for over a year now. Although they are supposedly open every day, I get sent to voicemail regarding billing and I had to put a hold on my account in August and contact my insurance company to send me claim paperwork to fill out (the insurance company didnt do that either). Got another bill in the mail for almost $500 again. As I look through my claims history and contact my insurance company, I can see they never filed the claim. Whether the business has tried to resolve the problem: they say they have but they dont.
Business Response
Date: 12/05/2024
Due to no ROI on file, patient will be directly contacted.

Thank you.
Initial Complaint
Date:11/29/2024
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.
I received a bill from Patient First on 11/29/2024 and I have not received enough information to verify that is is a valid debt. The date of service was 7/12/2024 and Patient First did not file with the health insurance company until 9/25/2024 and it was stated that I did not meet the deductible and that a payment text was sent to me on 10/12/2024. I never received this payment text. A late fee was charged to me on 11/21/2024. A late fee should not have been charged to me since I never knew about this debt because I had assumed my primary insurance would take care of it, but was never informed that the primary health insurance provider did not take care of it. I never received a payment text on 10/12/2024 and then was charged a late fee on 11/21/2024. Why am I now receiving a bill when the service date was 7/12/2024? I do not recall the service nor the debt It has been over 2 months before this visit was filed with my insurance provider and over 4 months since I received this bill? I am just finding out about this debt but yet was charged a late fee.
Business Response
Date: 12/06/2024
Dear Ms. ****************** you for bringing this to our attention. Case 22619773.
Unfortunately, since there is no signed Release of Information included, I will need to contact the patient personally and will do so.
Respectfully,
**** ******

Customer Answer
Date: 12/10/2024
I received a bill from Patient First on 11/29/2024 and I have not received enough information to verify that is is a valid debt. The date of service was 7/12/2024 and Patient First did not file with the health insurance company until 9/25/2024 and it was stated that I did not meet the deductible and that a payment text was sent to me on 10/12/2024. I never received this payment text. A late fee was charged to me on 11/21/2024. A late fee should not have been charged to me since I never knew about this debt because I had assumed my primary insurance would take care of it, but was never informed that the primary health insurance provider did not take care of it. I never received a payment text on 10/12/2024 and then was charged a late fee on 11/21/2024. Why am I now receiving a bill when the service date was 7/12/2024? I do not recall the service nor the debt It has been over 2 months before this visit was filed with my insurance provider and over 4 months since I received this bill? I am just finding out about this debt but yet was charged a late fee. Attached is the completed HIPPA form.
Business Response
Date: 12/11/2024

December 6, 2024

******** E ********
************************
Woodbridge *******; 22191

Account Number: 45*******
Date of Service July 12, 2024
Dear Ms. ****************** you for providing the **** I mailed the following letter to the patient on December 6, 2024:
Dear Ms. ********************* letter is in response to your Better Business Bureau (BBB)complaint. Unfortunately, I am unable to respond to the BBB because while they included a copy of your recent statement, they did not include a signed Release of Information allowing me to discuss your account with them. I hope my response finds you well.

Upon review, your claim was filed on September 25, 2024.That was within our timely filing contract with ***************** (the local ********** of the area). Their allowed discount of $116.82 posted toward your balance on October 11, 2024 when we received their remittance advice. They held you responsible for $285.18 due to an unmet deductible.

A payment text was sent to ************ on October 12, 2024.Because this was a Saturday, it transmitted on Monday October 14th and is showing as received. The text advised of the pending debit on October 22, 2024 for the above balance. The debit was attempted and declined. I am sorry if for some reason you did not receive the text.

A statement was mailed to the address we have on file on October 22, 2024. The late fee was not incurred until the November 21, 2024,statement went out with a still unpaid balance. I have included a printed copy of the October statement for your review.

As a courtesy, I have waived your current late fee of $******** may go to **************************************** using the account number above to make your payment, or contact our Patient ******************* at ************ to set up a convenient payment plan. Please understand hold times may be longer due to higher than normal call volume.

Wishing you a happy, healthy, holiday season.

Respectfully,

**** ******
Administrative Services Coordinator
************

Enclosures: Statement
thank you for allowing us the opportunity to address our patient's concerns.

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