Business Profile

Medical Consultants

Sound Physicians

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Complaints

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

Customer Complaints Summary

153 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

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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:10/16/2024
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.
10/31/23 I had a screening colonoscopy at **** (*************************-********* at 1721 South ************************. **********************), where I have worked as an Oncology RN myself for over 31 years. My MMCD billing codes for my screening colonoscopy where correct BUT Anesthesia through "SOUND PHYSICIANS ANESTHESIA" with a billing address in ***************; billed a diagnostic colonoscopy and was asking for $267 from me. I contacted them 7 times. The coding and billing for the "diagnostic colonoscopy" makes my insurance not cover it fully and would make me responsible for the rest but they are able to charge more when coded as "diagnostic". Screening is covered completely. In the end they just zero balanced my account but NEVER corrected it to "screening colonoscopy". This is still fraud. I had sent them my operative note and the physician note to prove it. If I didn't have experience with billing/coding and diagnosis then I probably would have just paid the bill but I knew screening exams should have a ZERO balance just like my screening ************** of the RN's I work with also had the same exact issue with SOUND PHYSICIANS for her Anesthesia bill from her "screening colonoscopy", again also coded and billed as "diagnostic colonoscopy". ************* billing correct. Incorrect billing makes the patient PAY MORE and SOUND ANESTHESIA bill a higher amount. Charging patients more and billing more from the Insurance Companies is horrible. Imagine all the patients that do not know better and are being bilked millions of dollars.Then I talk with my father about the issue and he had the same issue with SOUND PHYSICIANS for his Anesthesia. "Screening" is done because you are due for it, no biopsies, no problems. Diagnostic is when you are bleeding or have a mass. I believe that they should be fully audited and held accountable for fraud to Insurance Companies and all the patients. I am passionate about these issues and want to see something done.
Business Response
Date: 05/13/2025
Sue-
First and foremost, I apologize in the delay in responding to you via BBB. I have looked up your account and it looks like it was paid an processed, though it was a hassle. I apologize for that burden. I love working with the team at your facility and they will always reach out if there are any billing disputes. please feel free to email me in the future should you OR your team members have any billing issue. *************************************************************
Initial Complaint
Date:09/28/2024
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 went to the ************************************ ER on 7.23.2024. For just the physician service that lasted approximately 15 minutes, **** was billed $3,696, which was three times the amount of the hospital, radiologist, and CT bills for the entire visit. All of those invoices were paid by ****. However, the attending physician is part of Sound Emergency Medicine, aka Hospitalist Medicine Physicians of MD ********* PC. **** denied the provider visit due to code 893: THE PROVIDER INDICATED ABOVE SUBMITTED THIS CLAIM AS PART OF A PARTICIPATING PROVIDER ***** PRACTICE. HOWEVER, AT THE TIME OF SERVICE, THIS PROVIDER WAS NOT YET CREDENTIALED WITH THE ***** PRACTICE. THEREFORE THIS CLAIM IS BEING DENIED AND YOU ARE NOT RESPONSIBLE FOR THE CHARGES.Similar remarks have been stated for **** for other physicians at other hospitals. At no time, was I ever billed for the fact that the physician was not credentialed. **** has confirmed I am not liable. However, now I have received an invoice for $815 ($3,696 minus $2,881 in adjustments because the provider is part of a participating provider group practice). As the billing department and physicians should know, services provided by non-credentialed physicians may not be eligible for reimbursement by insurance companies. Furthermore, from a legal perspective, it exposes healthcare providers to the risk of non-compliance with state and federal regulations. My account should show a $0 balance, consistent with the **** EOB, and the physician should ensure his credentials are up-to-date. It is interesting to note that when you call the billing department for Sound Emergency Medicine/Hospitalist Medicine Physicians of MD *********, the first option is to press #6 if you are an attorney. Clearly, there are issues involving billing associated with Sound Emergency Medicine/Hospitalist Medicine Physicians of MD ********* PC if the first prompt that is provided is for an attorney. I have never experienced that before for medical billing.
Business Response
Date: 10/10/2024
We apologize for the inconvenience and frustration this error has caused you. Your account has been corrected to reflect the zero balance.
Customer Answer
Date: 10/10/2024

Complaint: 22353160

I am rejecting this response because: the balance of $815 is still showing on my account. See the attached screenshot of the home screen for the billing service webpage and the statement with today's date.

Sincerely,

******* ********
Business Response
Date: 05/14/2025
We apologize for the delay in responding. After reviewing your account, it appears we reviewed and adjusted off the balance in October 2024. Please let us know if there is anything else we can do to assist you.
Customer Answer
Date: 05/14/2025

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:09/24/2024
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.
Date of service: March 11, 2024 For ER Visit at ******************** in *********, Ks.I paid the bill and after getting a letter saying it was still due I called and mailed them proof of payment from my bank. But they continue to send me texts and bills in the mail. I called numerous times and on one call was disconnected three times.I cannot walk into the hospital to talk to anyone about this bill. I live in ******, Ks. and am talking to someone in ***********. I don't know where else to ******* is extremely frustrating and I have spent a lot of time trying to get it resolved.
Business Response
Date: 10/10/2024
We apologize for the inconvenience this error has caused you. Your account has been adjusted correctly to zero with your payment posted.
Initial Complaint
Date:09/21/2024
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 am having a problem with this account so maybe you can help me out. I paid my $**.26 due and it has went through the bank. Now they said we owe $70.26. I wrote them a note asking what this later charge and late fee be dropped since we always pay our bill. and here they sent this note back which wasn&#**;t very nice being a bank. So maybe you can help.
Business Response
Date: 08/24/2022
RE: The complaint (“Complaint”) submitted to the Better Business Bureau, 17719704

Dear Mr. Harris,

Commerce Bank (“Bank”) received the Complaint regarding your Bank credit card account ending in
5941 (“Card Account”). Below is a summary of our findings and resolution.

From your Complaint:
• You made a payment on the Card Account for $39.26 due which went through your financial
institution. You stated the Bank said you owed $70.26 on the Card Account, so your wife wrote
the Bank to inquire on a late fee (“Late Fee(s)”).
• You asked if the Bank would drop the Late Fee since the Card Account bill is always paid.
• You also stated the Bank sent a note which you felt was not very nice.

Bank research and resolution:
• The Card Account had a balance of $39.26, with a minimum payment of $30 due June 23, 2022.
As no payment was received by June 23, 2022, the Card Account was assessed a $29.00 Late Fee
and a $2.50 minimum charge fee (“Interest”). The addition of the Late Fee and Interest created
a new balance on the Card Account of $70.76, with a minimum payment of $62.00 due on July
23, 2022.
• The Bank received a payment of $39.26 on June 27, 2022, but as the Late Fee and Interest had
been assessed, a past due amount of $22.74 was still owed. Because the minimum payment was
not fulfilled by the due date of July 23, 2022, the Account was assessed a $40 Late Fee and $2.50
in Interest with a minimum payment of $65.74 reflected due for August 23, 2022.
• As a courtesy, due to your long relationship with the Bank, the Bank has refunded the two Late
Fees and the two Interest charges.
• We regret you were unhappy with the system generated past due notice letter (“Letter”) the
Bank mailed regarding the Card Account. The Letter is simply to advise of the past due status.

Thank you for the opportunity to respond to the concerns identified in the Complaint. Should you have
any questions, you may contact me directly.
Customer Answer
Date: 09/10/2024
see attached from consumer- latest update
Business Response
Date: 09/20/2024
September 19, 2024

Wilma Evans

3028 Valley Vista Dr. S

St. Charles, MO 63376

RE: Your complaint (“Complaint”) submitted to the Better
Business Bureau (“BBB”), 177197104

Dear Ms. Evans,

Commerce Bank (“Bank”) received your Complaint. The BBB stated further correspondence from the consumer about a previous complaint was received
and sent back to the Bank for review. The Complaint referenced was
originally submitted on August 15, 2022, regarding a credit card late payment
fee and interest.

The BBB has now provided the Bank a copy of a bill (“Bill”)
from Sound Physicians of Illinois, LLC (“Merchant”). The Bank is not affiliated
with this Merchant or Bill and will not be able to assist. In order to receive
a response from the Merchant, you will need to submit a new inquiry with the
BBB or attempt to contact the Merchant directly.

Sincerely,

Briana Scholz

Consumer Advocacy Program

Commerce Bank

314-514-6428
Business Response
Date: 10/10/2024
We apologize for the frustration you have experienced. We were able to review your account and your spouse's account, at this time there is no amount owed. For you spouse, the insurance covered all claims so no statments were ever sent. For your account, there is one charge that was not covered by your insurance, but we are appealing the denial. We also do not charge late fees on balances, I am not sure the bill your are recieving for this amount is from us as the unpaid charge being appealed with your insurance is $948.
Initial Complaint
Date:09/13/2024
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.
Hello! On 5/22/2022, when out of town, my husband (**** *****) went to *************************** Emergency Room in ************, *******. Then in February, we received in the mail from a debt collector ***************************** regarding a debt ($954.04) that we owed for this visit. Before this, we never received any bills or information regarding the payment from Sound Physicians Emergency Medicine of A. At that time, I contacted my insurance company, which provided an *** that stated that we owed $0 for their services. The insurance company also provided information about balance billing and surprise billing. I did not pay the debt and sent it back to dispute. After this, I did not receive any information regarding the debt or the original creditor. Now, I have received a statement from a different debt collector (*****************************) attempting to collect the debt.
Business Response
Date: 09/20/2024
I apologize for the inconvenience this error has caused you and your family. Your husband's account has been removed from the collection agency and the balance has been adjusted off per the *** you provided.
Customer Answer
Date: 09/24/2024

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.

Sincerely,

****** *****
Initial Complaint
Date:09/12/2024
Type:Order 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.
Dates: 10/12/2023 1/12/2024 paid $60 copay, each visit, which is contractual amount I owed for in-network physician appointment. Sound Physicians is billing me $967 for these 2 visits, when they know that their contract states they will provide the necessary documentation for ****************** to pay a claim. They keep re-submitting even after they were told they need to submit more information to ***. *** has sent them letters stating what information they need to process the claim but Sound Physicians fails to provide. I have called them and told them what they need to send to ***. ****************** said they have a contract with them and it states that in order for them to pay a claim they have to send specific documentation and that the contract states they can't request payment from the customer. ********************, send the required documentation and code that *** is requesting and they will pay the claim, and quit trying to bill me.
Business Response
Date: 09/13/2024
I apologize for the frustration this has caused, we are appealing the denial and have sent the requested information to your insurance company for their review.
Customer Answer
Date: 09/13/2024

Complaint: 22275529

I am rejecting this response because: they have submitted the 2 claims twice now and they were denied due to failure to provide a code for one claim and failure to provide the medical notes/records for the other claim. Just by saying you have re-submitted doesn't mean you submitted what the insurance company requested. Respond once you submit the proper information and the insurance company has paid both claim, or you write off the amount due to your failure to submit correctly.

Sincerely,

******* *****
Business Response
Date: 05/14/2025
We apologize for the delay in responding to this. We have reviewed your account and there are no charges owed. Please let us know if we can assist you any further.
Customer Answer
Date: 05/15/2025

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:08/25/2024
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.
Sound Physicians Emergency Medicine continues to try and bill me for care I have already paid for. My insurance deductible is $200 which I already paid. They have continued to send me a bill though the hospital says I have no outstanding balance.
Business Response
Date: 08/26/2024
We appreciate your business and apologize for the frustration this has caused you. The facility and the providers have two different bills. I have reviewed your account and the insurance we billed denied for eligibility. Our billing team is reaching out to your insurance to have them reprocess the claims.
Initial Complaint
Date:07/28/2024
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.
This company sent me a bill for no reason. I had no contact with anyone from this agency. While I was in the emergency room at ************************* in ******** IL, I remember a man and woman stopping by my door; the man asked me to raise my pant leg to look at the swelling. Neither person spoke to me further or had any interaction with me. I received no inspection or care. I have been sent a bill for $700.40 which had now been sent to collections. I want this bill removed from collections and for this company to take responsibility for fraudulent charges.
Business Response
Date: 05/14/2025
We apologize for the delay in our response. We have reviewed your account and closed it with the agency and adjusted off the balance.
Initial Complaint
Date:07/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Emergency room visit we we billed by ******* from ***************** in ******* ga.which is correct .I don't have insurance.Then I get a huge bill from this Sound company for services.the hospital st.***** removed a fish hook from my finger took 2 minutes.The Trinity bill is legit but this new bill for 1,365$ seems fishy to me,fromSoundphysicians.I read they have been sued for over inflation of medical bills.Ive never gotten a bill from them before when I went to st .****'s I think there running a scam.Can you please investigate.Sincerly *********************
Business Response
Date: 05/14/2025
Hi Mr. ************** apologize for the delay in getting back to you regarding your complaint. I see you were seen 5/18/2024 in the Emergency room as stated above. Sound Physicians is the physician group the hospital had contracted with to render emergency room services. Unfortunately the account is no longer in collections, however, I can remove from collections and negotiate a fee for payment. Again, I apologize for the delay and will facilitate getting this resolved immerdiately.
Initial Complaint
Date:07/01/2024
Type:Customer Service 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.
On September 23, 2023 my son was born. About a month later I got a bill from sound Physicians but my insurance was not billed so I called them and gave them my insurance information so they could bill my insurance first. About a month later, I got another bill from them saying that they billed my insurance, but they did not. I have called them six times and Ive even had the insurance call them and they have still not billed my insurance. The letters in the mail and the people I have talked to say they have billed my insurance, which is absolutely not true.
Business Response
Date: 08/19/2024
I apologize for the frustration the billing errors have caused you. After we reviewed your son's account, I can confirm that the insurance provided was billed. However, due to the initial errors the claims have denied due to untimely filing. Your son's account has been adjusted off to show a zero balance.

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Sound Physicians is NOT a BBB Accredited Business.