Complaints

This profile includes complaints for Medusind's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Medusind

  5461 Fallowater Ln Ste C Roanoke, VA 24018-0931

• 

  Medusind

  231 E Church St # 2 Martinsville, VA 24112

• 

  Medusind

  2800 Electric Rd # 103 Roanoke, VA 24018

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:07/17/2023

  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.

  We entered into an agreement with Medusind, inc. (April 15, 2023) to have them verify patient insurance coverage and post payments to accounts. Their work was inaccurate/wrong/incomplete, and these errors cost our company well over $10,00. Because of the gross errors made by Medusind , we requested that they stop. Because of a signed agreement, they are trying to charge us for a year of services (over $20,000). We paid for services rendered (even though such services cost us much more than just their fee of $1800.00), but do not feel it is unethical for them to penalize us for choosing not to use services that are inaccurate and unprofessional.

  Business Response

  Date: 07/25/2023

  This notice has been forwarded to the department that handled this client. 

  Business Response

  Date: 08/07/2023

  This complaint has been forwarded to the department supervisor that handles this area of our business. He will respond directly to BBB. 

  Business Response

  Date: 08/29/2023

  At the outset, we deny the allegations and averments made in your notice dated July 25, 2023. We entered into an agreement dated March 20, 2023 (“Agreement”) with client for providing patient insurance verification, claims status and post payment to accounts. In April 2023, Client sent an email that they were having some issue in identifying some insurance verification cases but did not provide any details about the cases in issue. We even requested for a call to discuss on the concern that the client is facing, however, the client refused to come on calls to review any possible feedback.  Moreover, the client disconnected our access to their system, which was in contravention of the terms of the Agreement and also demanded to cancel the agreement immediately. As of result of such disconnection, we were not able to provide any further services to the client.Considering the above, we accepted the client demand and terminated the Agreement on May 19, 2023.***** ******* | Lead Associate - Legal  

• Initial Complaint

  Date:10/13/2022

  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.

  We started using Medusind on August 3, 2022 for our dental office insurance verifications. We have been having trouble from the start. We were very understanding in the beginning since it was a new relationship between them and our office and they were learning our systems/preferences. We were in constant contact about the mistakes we were seeing in both of our offices and they kept promising that things would get better and things would be rectified. The same mistakes kept happening and finally on Sept 21 we requested a termination of our contract with them since they were not holding up their end of the contract that stated that they were 95% accurate. Since Sept 21 we have gotten the run around and keep being told that someone will call us or that they were trying to sort things out on their end. Finally on Sept 30 we cut off their remote access into our system and are still waiting on a resolution. They significantly overcharged our office for the month of August with the types of verifications they were doing that were unnecessary and have cost us lots of time/money with the incorrect information they obtained. We believe that with all the overcharging from August that our bill from Sept should be taken care of and that our relationship/contract should be terminated as requested.
  **unable to upload any email correspondence due to HIPAA privacy rules

  Business Response

  Date: 10/14/2022

  This complaint has been forwarded to the President of the Dental Services Division within Medusind for his investigation and response. 

  Customer Answer

  Date: 10/14/2022

  I have reviewed the response made by the business in reference to complaint ID ********.  I will wait for the president of the company to respond. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 11/07/2022

  With regard to ID ******** we  categorically deny the assertions made by ***** ***** ****** as it relates to work performed and billed.  All work was done within the accuracy levels detailed in our agreement and performed according to client protocols.  Client, without any notice, unilaterally terminated our connection to their system thereby not allowing us to perform our obligations under the agreement or rectify, where possible, any open issues.  In order to resolve the situation amicably, we offered client a significant reduction in the termination penalty, as detailed in our agreement, and are awaiting their response. Robert J. Beck  President