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Business Profile

Medical Doctor

Sound Physicians

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Doctor.

Complaints

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

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Sound Physicians has 5 locations, listed below.

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    Customer Complaints Summary

    • 154 total complaints in the last 3 years.
    • 43 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 to my address that is for a patient with the same name as me with the only difference being the middle initial. I do not have a common name. The bill is for a radiology service that was done in a state that I do not live in. I have never been to a sound physician location, let alone received any type of radiology service. I called the company to let them know of the mistake and the only thing asked of me was my date of birth. I get they might use that information to rule out that we are not the same person, however i was not about to provide them anything more about myself. When I asked if they could just give the patient a call to correct the address issue, I was told that could not be done, and that they cannot change the address, but theyll make notes. Very odd response to the problem. No solution was come to. What I thought was just mistaken identity now just sounds fraudulent.

      Business Response

      Date: 01/29/2024

      We apologize for the inconvenience and appreciate that you called to settle this issue. I have reviewed our system and your address has been removed from the wrong account.

    • Initial Complaint

      Date:01/24/2024

      Type:Product Issues
      Status:
      Answered
      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.
      From calling and an asking for multiple statements to be sent to me via mail it's upsetting that I'm not being appreciated by customer service. I would have to wait **** business days to wait to see if I receive a bill in the mail and I haven't yet and every time I call to let them know that I haven't received a bill in my mail with my payment history is an issue and I'll have to wait another **** business it's also an issue that it doesn't show on my account online as well the individual payments that was taken out each month for this is a problem as I need this for tax purposes as anyone else would and should be able to either review or receive a statement with the amount remaining to the amount paid toward this account and IT DOES NOT! I've even sent in a log about this and it has yet to be fix to show on my end the history payments

      Business Response

      Date: 01/26/2024

      I apologize for the inconvenience this has caused you. We will generate and email you an itemized bill that shows the individual payments to the email address you provided. 

    • Initial Complaint

      Date:01/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 that was more than it should have been. I was made to figure out why myself and found that a code was entered twice. I reported this to the business and was told they would look into it. I never heard anything back and now ** getting calls from a debt collector about it. So instead of fixing their mistake they sent me to collections. If theyre not going to fix their mistake Im not paying.

      Business Response

      Date: 01/31/2024

      We apologize for the inconvenience this issue has caused. We have reviewed your account and there is no doubled charge. We contacted your insurance, and all claims were paid in-network leaving balances that are toward your co-insurance. 

      Customer Answer

      Date: 01/31/2024

       
      Complaint: 21175763

      I am rejecting this response because:

      I talked to the insurance company personally and was told that was what happened. I had a previous emergency room visit that costed nowhere near this. Despite whatever youre claiming you made no effort to get back to me after I reported this to you.


      Sincerely,

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

    • Initial Complaint

      Date:01/19/2024

      Type:Product Issues
      Status:
      Answered
      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 business put $1,260 dollars on my credit report and I've never step foot in this place, haven't been sick in over 15/20 yrs. I was just checking my credit report and saw this dated reporting for 12/28/23 so I ****** to see who they were and no I've never been there.

      Business Response

      Date: 01/29/2024

      We are sorry for the inconvenience this issue has caused you. Unfortunately, we are unable to locate an account for you in our system. If you could please provide us with additional information, a screen shot or copy of the collection notice, so we can research this and resolve this issue.

    • Initial Complaint

      Date:01/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 seen on 10/13/2023, I was billed by ********************** and paid that bill in full in November. I was billed by Sound Physicians for $218.86 later. I was in network at the hospital and should not have received the "surprise billing" from them. Now, when I go online to their site, they are showing ANOTHER bill and they are showing I owe $415. You cannot speak with an actual individual, you cannot dispute. It is illegal to have the surprise billing and then to also add on even more charges later on. Horrible company, I will not be paying the bill. They can contact our insurance EOB and see that I already paid the hospital bill that was mailed from Methodist and I should not be paying them anything separately. SCAM!

      Business Response

      Date: 01/29/2024

      We are apologize for the frustration this matter has caused you. The bill you paid to the facility does not include the physician fees, which was the statement you received. We have contacted your insurance and the claims we sent were processed in-network. The *** that was provided to us showed the amount owed for the physician and the procedure that was done in the ** are subject to your in-network deductible.

    • Initial Complaint

      Date:01/17/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Received two surprise bills in the amount of $3512 and $8934. They list doctors we never met or received services from while ********************* was a patient at ***** Health from 8/17 thru 8/29. The doctors listed never called on the patient or provided care.***********************, ***********************************, *************************** and ***********************. Upon contacting this company they only state "a high level of service was provided". What does this mean?***** **************** was advised on 8/17/23 when patient was admitted to advise ** of costs estimates as patient was uninsured. This team of hospitalists was never approved by us or even informed us. The patient is on a fixed Social Security income and cannot afford their high costs, plus the fact they never made themselves known until a surprise bill arrived.

      Business Response

      Date: 01/26/2024

      We apologize for the inconvenience this issue has caused. We are still reviewing the record to determine what services were provided. Please allow an additional 10 days for review. 

    • Initial Complaint

      Date:01/16/2024

      Type:Order Issues
      Status:
      Resolved
      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 at CVMC in ************, ** on 03/30/21. I received a call today from a debt collector stating we owed $2002.61. I called CVMC and BCBS our insurance provider. I was told by CVMC that all claims had been paid and there was a zero balance. BCBS looked up the date of service as well and stated they had paid all claims - including the one to Sounds Physician. We have a lot of medical bills due to my daughters health condition, and I don't appreciate receiving collection calls 3 years later demanding more money when they've already been paid. Not cool Sound Physicians.

      Business Response

      Date: 01/18/2024

      We apologize for the inconvenience this has caused you. Your daughter's account has been closed with the collection agency.

      Customer Answer

      Date: 01/18/2024

       
      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.  I would like something sent to me from Sound Physicians showing this has been resolved and case is closed please.

      Sincerely,

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

    • Initial Complaint

      Date:01/13/2024

      Type:Billing Issues
      Status:
      Resolved
      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 got a collection on my credit report on Dec 14, 2023 for $1587. The original creditor name is Sound Phys Emer Med of AZ **** I have no idea who these people are and I have not been in a hospital for probably a decade. Not to mention i have excellent medical coverage and would not have to pay anything other then a copay and i have no copays that large. I have no idea how they got my personal information to be able to file this collection. The collection agency is ********************.

      Business Response

      Date: 01/24/2024

      We apologize for this inconvenience; your account has been closed with the collection agency. It will take 30 - 45 days for the removal to be reflected on your credit report. 

      Customer Answer

      Date: 01/24/2024

       
      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:01/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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 being balance billed for a claim dated 10/06/23. *** (explanation of benefits) from my insurance (BCBS *********) shows I owe $221.51, Sound Physicians is billing me for $1389.00 and are ignoring the $1167.49 of network savings. This claim was billed through BCBS North Carolina because I was treated in that state. This is customary for BCBS members when seen outside their home state. They have submitted this claim to my insurance 3 times. It was processed correctly once leaving me a balance of $221.51, they resubmitted it again and it was denied as a duplicate then they resubmitted the denied duplicate claim again and it was denied again.I contacted them (12/27/23) via their contact portal and have given them a copy of my *** showing everything they have asked for. I have received no response and the balance billed amount has not been corrected. Contacted them via portal again on 01/04/2024 with no response. BCBSTN called them on 01/05/24 via 3 way call to explain that I owe only $221.51 and were hung up on twice by them. BCBSTN contacted BCBSNC to take over my complaint and BCBSNC contacted them on 01/05/2024 to have them correct the billing to reflect the $221.51. They are still balance billing me for the entire amount. I have received no help through their contact portal, phone center or having my insurance call to correct this. I want my account corrected to reflect what my insurance (BSBS) shows that I owe. They are in violation of their provider agreement with BCBS. The irony is I shouldnt have to pay anything, I had met my out of pocket maximum, but they failed to obtain prior authorization for my hospitalization visit from 10/06/23 to 10/10/2023 so Im billed for their incompetence. Im currently battling throat cancer and I dont need this added stress and anxiety. If they dont believe the *** or the BCBSNC representative that contacted them all they have to do is contact BCBSNC via the provider contact number and speak to them, but they wont.

      Business Response

      Date: 01/24/2024

      We apologize for the inconvenience and distress this issue has caused you. Our billing team have placed your account on hold, and we are working with your insurance to appeal the decision. Please allow 30 - 60 days for a response from the appeal.

      Customer Answer

      Date: 01/25/2024

       
      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.
      I see where the balance billed amount has been corrected on the patient portal. An appeal with my insurance company for the amount that is owed by me to Sound Physicians for them not getting prior authorization was initiated by MYSELF not Sound Physicians, with my insurance company BCBS  on 01/10/24. At no time prior to this has Sound Physicians attempted to file an appeal or to help me at all. I sincerely hope that this will be resolved and I will have no further problems with their business but I am not hopeful. I will  update if I have positive information.

      Sincerely,

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

    • Initial Complaint

      Date:01/08/2024

      Type:Billing Issues
      Status:
      Answered
      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 husband, **************************************, passed away on December 21, 2023 so I am going thru all the paperwork that needs attention. I will sum up the issues that are happening with this company: My husband's insurance company has already paid the company for services rendered. The above company, Sound Emergency Medicine of *******, **** continues to bill me. Not only was this account already paid back in 2021, but they are billing me for an outrageous amount. Here is the progression of what happened: My husband, ***************************************, went to the emergency room (it has since changed names) on April 9, 2021. He was told that it was in network and would accept ****. They were not able to take care of him and send him by ambulance to the hospital. They billed my husband for the amount of $1,761.00 but **** would only cover $****** which is the amount they paid on 6/22/21 -check # **********. The company continues to bill me for $1,761.00 which under the "No Surprise Act" which is listed on their website they should not be able to do. My daughter called the **** to confirm the check #, date, and amount and that the bill was at a zero balance. **** confirmed that they did pay and it should be zero balance. They tried to call company today to give them all the information and the Sound Emergency Medicine just hung up on them. My daughter also tried to call and they hung up on her several times. Finally, she spoke to someone who took the information and put my daughter on hold, but they never came back on the line. There have been may complaints online for this company making it a questionable company. I am concerned that this is a 3rd party company that is scamming customers by somehow getting their information and trying to bill them for accounts that have already been paid. The doctor that was involved with the urgent care was Dr. ****************** of ******. I do not have the original urgent care name as it has changed names. (Note: Amount paid by **** ******

      Business Response

      Date: 01/11/2024

      We apologize for any inconvenience and frustration this error has caused you. The charge of $898.92 for date of service 12/1/2020 has been removed from the collection agency and adjusted to zero.  The charges for date of service 4/9/2021 are under investigation for payment with your husband's insurance using the information you provided.

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