Business Profile

Medical Doctor

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

154 total complaints in the last 3 years.
43 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:11/28/2023
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 was in an auto accident on Feb 13, 2021 in **********, **. I received medical care at ********** ******** Hospital/Sound Physicians. Despite speaking with Sound Physicians a half dozen times, they have not correctly filed for reimbursement from my health care insurance provider. Note: they know how to do this because my husband was also in the accident, received identical care, we have identical insurance and they correctly filed for reimbursement for his care.Due to their inability to correctly file the claim, Sound Physicians has taken action to turn the account over to a collections agency. I have received over 20 calls from the agency but the agency representative has refused to provide information on the ************* (for example the name and location), the caller name, details on their expectations, etc. The last 6 or so, the agent simply hangs up when I answer the call (seems counterproductive but whatever). Following one hangup, I called back to the number and the agent hung up again. This is a bad agent and whatever the agency name is should know about his conduct.
Business Response
Date: 12/04/2023
Thank you for your recent letter regarding the complaint submitted to your organization by *************************;**************, LLC provides medical billing management services on behalf of Sound Physicians Emergency Medicine. As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Sound Physicians Emergency Medicine.

Our review of the patients account has resulted in these findings:

The $1196.00 has been cancelled with the collection agency.
The $1196.00 has been adjusted on the patients account.
There is $0.00 due on the patients account.

We regret the inconvenience this has caused *************************. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Initial Complaint
Date:11/22/2023
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 was notified by credit karma regarding this collection.Account does not belong to me. I was not informed, emailed, called or received any notification about being on collections. I have never received any type billing statement regarding this account. But yet I am placed on collections hurting my credit score.I have health insurance from my job and emergency copay is only $50 per occurrence. How can this company charge $1690 me for something that I could have paid $50 from my health insurance.
Customer Answer
Date: 11/23/2023
On June 2022, ************************** placed a collections against my accoung on behalf of Sounds Physician emergency. I filled a dispute and successfully won my appeal on July 3, 2022. Report #************. The collection was removed off my credit score and resolved.
November 2023 Wakefield and asso on behalf of Sound Physicians filed a collection against me. Wakefield and asso just bought an old and resolved account. I did not receive any notification of the so called balance.
Both cases I did not receive any contact or notice of statements via email, call or letter mail correspondence with South Physician emergency nor Wakefield and asso. The account directly impacted my credit score. My credit monitoring company alerted me of the score change and collection.
If more information is needed please contact me in email, text or letter via mail. I can forward it to my Chapter 13 attorney.
Business Response
Date: 12/06/2023
We regret the inconvenience this has caused *************** This account has been recalled from the collection agency and a refund is being sent to the patient for the 2021 service.

Customer Answer
Date: 12/06/2023

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:11/14/2023
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.
I had an account in collections show up on my credit report last week. I never received a bill from collections nor from sound physicians. The first I ever heard of this debt was from 12/24/2020 was last week, 11/2023, on my credit report. Since then I have contacted the collections agency, sound physicians, the hospital and my health insurance company I had during 2020. The collections agency has not been able to verify the debt, Sound physicians was not able to find my record, the hospital has no record of me on 12/24/2020 and my insurance company never received a claim for that date. Yet I now have a delinquent collections account negatively impacting my credit score.
Business Response
Date: 11/28/2023
Dear Better Business Bureau:

Thank you for your recent letter regarding the complaint submitted to your organization by ******************************** **************, LLC provides medical billing management services on behalf of Sound Physicians. As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Sound Physicians.

Our review of the patients account has resulted in these findings:
A text messages including link to the statement was sent on 1/10/23.
Outbound calls were made to the patient on 2/10/23, 2/27/23, 3/15/23, 3/31/23, 4/17/23 and 5/2/23.
Due to no payment or communication from the patient the balance of $99.19 was sent to the collection agency on 6/7/23.
If the patient wants to further dispute please contact the collection agency directly.

We regret the inconvenience this has caused *******************************. Currently, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer Answer
Date: 11/29/2023

Complaint: 20866980

I am rejecting this response because:

This is not an adequate solution. I did not receive any phone calls or texts. I went through my call and text history. I have no record if a text on the date stated. My call history does not go back as far as the states dates however my voicemails do. There is no voicemail regarding a medial bill on any of the dates stated. I do have other voicemails saved from that time period but none regarding this bill. Also if the bill is from an appointment in December of 2020 why was I not contacted until 2023? Also I have never received any medical bill ever via text or phone call all have been submitted directly from a business to my insurance company and if there was a balance I receive a letter or an email with an attachment or both, never a call or text. And I received nothing from this company. If I had received a text with a link from a company I have never heard of asking for money I would have thought it was phishing. Can you please provide me with a medical invoice so I can submit a claim to my insurance company. And please remove this from collections and my credit report as I have never had any chance to possibly pay.

Sincerely,

***********************************
Business Response
Date: 12/12/2023
The date of service was for 12/24/2020 at *******. It appears your insurance did not come over on the demographics, I am closing this account with the agency- even if we were able to get insurance information at this time is would be past filing deadline. I will notify the agency to close the account.

Business Response
Date: 12/12/2023
The date of service was for 12/24/2020 at *******. It appears your insurance did not come over on the demographics, I am closing this account with the agency- even if we were able to get insurance information at this time is would be past filing deadline. I will notify the agency to close the account.

Customer Answer
Date: 12/13/2023

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:11/10/2023
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.
Was on a payment plan and one payment was missed with no communication regarding that payment. **** was then sent to collections.I think it isn't sound business practice to do that without contacting someone that there is an issue.
Business Response
Date: 11/13/2023
We apologize for the oversight, this has been closed with your collection agency. There will be no derogatory marks reflected in your credit score.
Initial Complaint
Date:11/05/2023
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 were billed by Sound Physicians of ****** for a hospital visit. The hospital was within network for our insurance provider, however, whoever saw us that was an employee of Sound Physicians was not. With direction from our insurance provider, we complained about this and were told that our bill would be waived by the billing department of Sound Physicians. We never received another bill from them. Now three years later, I have received a letter from a debt collection agency that they are trying to collect this debt that should have been taken care of.
Business Response
Date: 11/09/2023
Thank you for your recent letter regarding the complaint submitted to your organization by ******************************** **************, LLC provides medical billing management services on behalf of Sound Physicians Emergency Medicine. As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Sound Physicians Emergency Medicine.

Our review of the patients account has resulted in these findings:

The $630.00 was filed to the patients insurance on 3/2/21. On 3/10/21 the patients insurance paid the subscriber directly for services.
Statements were sent on 5/11/21, 8/15/21, 10/15/21 and 12/14/21.
A pre-collection letter was sent on 2/15/22.
Text messages were sent on 3/10/21, 3/7/21, 3/23/21, 4/21/21, 5/28/21m 7/28/21, 8/4/21, 8/11/21, 12/3/21,12/10/21, 1/11/22, 1/19/22 and 4/20/22.
Both parents called the billing office on different occasions and were both told that the insurance had paid them directly and at that point were instructed to call the insurance company to obtain details of payment.
We suggest that one of the parents follow up with their insurance for status of payment that was sent to them and call billing office back with update.

We regret the inconvenience this has caused *******************************. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer Answer
Date: 11/16/2023

Complaint: 20827638

I am rejecting this response because:
The call with my wife would have been the one we were informed that the debt would be waived and we certainly did not receive that many letters about this debt and never received any text messages about it.

Sincerely,

*******************************
Business Response
Date: 11/28/2023
Per **** @ BCBS of ******, ref I11666517.
Home plan (BCBS of Mich) allowed and paid subscriber directly.
$91.81 payment issued 3/7/21
She is unable to provide check info or EOB because home plan has archived claim.
Customer Answer
Date: 11/29/2023

Complaint: 20827638

I am rejecting this response because my insurance sending me a check has nothing to do with the original service provider telling us they were going to waive the debt.

Sincerely,

*******************************
Business Response
Date: 12/12/2023
Good Afternoon.
We will be happy to remove this account from collections once payment is received. The insurance company mailed you the check, therefore this should have been forwarded for payment and the account would have been paid in full. However, the account was sent to collections due to no payment being sent; the out of network portion would have been waived, however, payment was still due for services rendered.
There are 2 options: you can either pay the collection agency directly and this will be closed or mail a payment to the following address: PO Box ****** *********** ** 90074-8996
Again, we have received no payment for services rendered, which is why this account went to collections.
Initial Complaint
Date:10/30/2023
Type:Delivery 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 keep receiving bill notifications from this company of which I have never received service from. I do not have any physicians associated with this company. As of today, 10/30/2023 I received a text message stating that they were sending me a bill.
Business Response
Date: 11/08/2023
Our review of the patients account has resulted in these findings:

We verified that the patient listed on BBB complaint was seen at ******************************* on 10/1/23.
The patients secondary insurance has been filed for balance due on account.

We regret the inconvenience this has caused *******************************. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Initial Complaint
Date:10/25/2023
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.
See the uploaded file Sound Physician.docx
Business Response
Date: 11/08/2023
Our review of the patients account has resulted in these findings:

Sound Physicians Emergency Medicine is the emergency physician group that provides services at ************************* ***********.
The patient was seen through the emergency room on 7/2/2021.
The patient can contact ************************* *********** to receive any medical records associated with this date of service.
The principal balance of $1132.75 is being cancelled from the collection agency and a letter of deletion will be sent to the patient.

We regret for the inconvenience this has caused ***************************. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer Answer
Date: 11/08/2023

Complaint: 20783722

I am rejecting this response because:
this is a resolution for a *************************** who received services at ****************** *********** on 7/21/2021 versus myself, *********************. My name is ********************* and I received services on 9/13/2023 at St ******************* in ******, ******. Therefore, this is not a resolution for my complaint and should not be closed as requested by the business. One of my concerns dealt with a HIPAA breach and this further supports that the entity does not care to protect patientss privacy and breaches it at every opportunity.
Sincerely,

*********************
Customer Answer
Date: 11/20/2023
The response indicates the business adjusted the bill even though the incorrect information was included. ,mHowever, the business deducted a payment of $79.84 from my mothers checking account on 11/14/2023. Please adjust bill as noted and reimburse monies deducted.
Thank you,
*********************
Business Response
Date: 11/21/2023
Dear Better Business Bureau:

Thank you for your recent letter regarding the complaint submitted to your organization by ********************** **************, LLC provides medical billing management services on behalf of Sound Physicians Emergency Medicine. As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Sound Physicians Emergency Medicine.

Our review of the patients account has resulted in these findings:

The text messages were sent to the phone # that was on the intake paperwork the patient filled out at time of service.
No HIPAA information is released through text messages.
A claim was sent to insurance the patient provided at time of service; however, the claim was rejected on 9/20/23 stating the patient could not be identified.
Statements were sent to the address listed on the BBB complaint on 9/26/23, 10/18/23 and 10/25/23.
A payment plan has been set up for $74.89 due each month.
If the patient has active insurance coverage for date of service, the patient can either go online or call ************ to provide information.

We regret the inconvenience this has caused *********************. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Business Response
Date: 12/04/2023
We have updated your insurance; we apologize as we were missing a digit. A new claim has been sent to the insurance on file and adjusted off the $44 charge. The payment made on 11/14/23 is being refunded until your insurance processes.
Customer Answer
Date: 12/08/2023

Complaint: 20783722

I am rejecting this response because:
St ******* Hospital informed me there was no remaining balance . Therefore you should show a negative balance. Until I receive confirmation from you that that there is no balance I so not accept this resolution. If there are any more charges processed out of my checking account you will be turned over to the ****** Attorney General.
Sincerely,

*********************
Business Response
Date: 12/19/2023
I apologize you reject this, there is nothing additional we can do. We have followed our operating practices. We have received no information from the facility to adjust this off. there will be nothing additional done on this acccount.
thank you.
Customer Answer
Date: 12/19/2023

Complaint: 20783722

I am rejecting this response because:
Your company does not know what is what. My mom received another text saying the I insurance information sent to the insurance provider was incorrect. Additionally you replied to BBB saying the bill was adjusted breaching privacy once again because another individuals name was on what was submitted along with date of service and name of hospital. You also sent something to BBB saying you credited a payment made on behalf of my account. How in the world can you say this is following normal operations procedure ? What a mess!! Correct your normal operating processes.
Sincerely,

*********************
Business Response
Date: 05/13/2025
Good evening. First and foremost, I apologize for the delay in response and the burden this has caused. I have looked at your account and it appear it is all settled. Please let me know what we can do on our end to make this right.
Please feel free to email me at *********************************** if there is anything additional I can do.
Initial Complaint
Date:10/17/2023
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.
This company bill has been paid in full since September 22, 2022, however they have sent this bill to collections and refuse to remove and send me any documentation showing the account paid. I have contacted them several times and each time was told they would send a letter in the mail, when I request to speak with a supervisor each representative has hung up the phone. The amount of the bill was $1,542.31 and they received $1,600.00.
Business Response
Date: 10/20/2023
The insurance processed out of network, it is being recalled from the collection agency and adjusted off. Please allow 30 - 45 days to reflect on your credit report. Sorry for any inconvenience this may have caused.
Customer Answer
Date: 10/22/2023

Complaint: 20743440

I am rejecting this response because: I have reached out to the company multiple times and have received the same response but the company has failed each time to resolve this issue. Payment was submitted July 2022, the company has stated the account was paid in full in September 2022, it has been over a year and this situation still has not been resolved, as previously stated I have reached out to this company multiple with the same response each time and after a year they have failed to update and resolve this matter.

Sincerely,

*******************************
Initial Complaint
Date:10/11/2023
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.
Received a phone call regarding a bill from a doctor visit on July 11, 2018. I asked for an itemized bill they said it was against HIPPA and the bill was in collection and it was sold to ************************ Services and it is now $495.95 with interest and fees. Both parties kept referring me to the other for an explanation of billing. They said they would place on my credit bureau if not paid.
Business Response
Date: 10/18/2023
An itemized bill is being sent to the patients address provided.
Initial Complaint
Date:10/09/2023
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.
Account #: **************** I have reached out to sound physicians multiple times about them taking money out of an account without my permission. Initially, Sound physicians made it no way for me to pay what I can. I tried calling, the lady told me to try online. It immediately put me on a payment plan without my consent. There was no way for me to hit a amount to pay. They were taking money out of an account without anyones permission. They labeled it as a restaurant payment. This is fraudulent activity and I will soon address the issue with a lawsuit. Ive been treated so badly in all my years of getting medical treatment. All this for one visit! Also the doctor ***** tell me what was wrong with me and my symptoms has gotten worse. This situation is making me worse. Ive also sent proof of my 100% charity care letter by fax. Also had the someone at Methodist send proof by fax. Every time I call someone tell me to wait 7 to 10 business days in order to receive my full refund. *** waited over that time period, yet no refund. They are still taking money from an account that I paid with. This is without my consent! After I was told multiple times by multiple people that I would be getting a full refund. I keep getting lied to and giving the runaround!
Business Response
Date: 10/11/2023
We have refunded a total of $795 to the credit card and applied the charity discount.

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Sound Physicians is NOT a BBB Accredited Business.