Complaints

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:06/10/2025

  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.

  On January 9, 2025, I visited SSM Madison Emergency Room for a severe concussion. As a new **** Health Plan (Medica) member, I diligently monitored all claims and communicated with my insurer to ensure proper processing. Three claims were generated from my visit:SSM Healthcare of Wisconsin $3,892.76 Madison Radiologists SC $229.72 Madison Emergency Physicians SC $283.54 I promptly managed payments for the first two. However, I never received any communication from Madison Emergency Physiciansno bill, phone call, email, or notice. I only learned of the charge when a collections agency (************) contacted me. Confused, I explained that my only outstanding issue was due to an insurance error (Issue ID: ******** regarding Madison Radiologists.Attempting to resolve the matter, I called Madison Emergency Physicians using numbers listed on ******. After navigating automated systems and long holds, I finally spoke with a representative who was dismissive and unhelpful. Despite verifying that they had my correct address, she insisted the fault was mine even though I never got a bill. She implied that the ***** transfer to collections was final, though said she can try to escalate, but did not believe it would change anything. I offered to pay the full amount immediately, stressing that my issue was lack of communicationnot inability to pay. My concerns were brushed aside.Madison Emergency Physicians sent my bill to collections without ever informing me. This negligent handling risks damaging my credit over a situation beyond my control. I am fully capable and willing to pay, had I been properly notified. I am requesting BBB intervention to rectify this unjust process.

  Customer Answer

  Date: 06/10/2025

  I am looking for them to remove the claim from my credit report and allow me to pay the outstanding debt directly to the company that I owe such that my credit score is not negatively impacted. My goal is not to short change anyone, but to negate the negative impact on my credit profile from an outstanding bill they failed to make me aware of.

  Thank you for your quick response. It is reassuring knowing that my voice is heard.

   

  Sincerely,

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

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

  Business Response

  Date: 07/01/2025

  Dear ******* ******-
  Thank you for bringing this matter to our attention through the Better Business Bureau. We take all complaints seriously and strive to resolve any issues that our patients may encounter.  We understand that you have concerns regarding a bill.  We sincerely apologize for any confusion or distress this situation may have caused you.
  
  To address your complaint, we would like to clarify the following:
          Billing Process: Our billing process is designed to ensure that all charges are accurate and reflect the services provided. Occasionally, discrepancies may occur due to various factors such as insurance processing delays or clerical                                      errors.
          Investigation: We are currently reviewing your account and the specific concerns in question. We will carefully examine all relevant documentation, including any insurance claims filed and payments received.
          Resolution: If it is determined that there is an error, we will promptly correct it. 
         Communication: We value open communication with our patients. A representative from the physician's billing company will reach out to you directly via phone and email to discuss your situation confidentially.  We are here to assist                                      you. 

  Thank you for your patience as we work to resolve this issue. We appreciate your understanding and are committed to ensuring that all our patients receive fair and accurate billing.
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  On 4/7/2025 I was examined in ***************** emergency room for chest pain. I received a bill from ********* Health System in the amount of $6,719.05. In the Statement Summary on the *********** Health System bill it states, Total Charges. My insurance covered $6,594.05, leaving me with a balance of $125. Today (6/3/2025) I received a bill from ************** in the amount of $1144.00 and the description of services on the ************** statement says that the amount being charged is for, ER EXAM. The charge of $1144.00 from ************** is obviously erroneous and needs to be removed immediately.

  Business Response

  Date: 06/13/2025

  
  Thank you for bringing this matter to our attention through the Better Business Bureau. We take all complaints seriously and strive to resolve any issues that our patients may encounter.

  We understand that you have concerns regarding a bill that you believe was incorrectly issued. We sincerely apologize for any confusion or distress this situation may have caused you.
  

  To address your complaint, we would like to clarify the following:
  
  1. Billing Process: Our billing process is designed to ensure that all charges are accurate and reflect the services provided. It is also important to note, patients typically receive separate billing for the hospital/emergency room visit and the emergency room doctor providing treatment. Occasionally, discrepancies may occur due to various factors such as insurance processing delays or clerical errors.
  
  2. Investigation: We are currently reviewing your account and the specific charges in question. We will carefully examine all relevant documentation, including any insurance claims filed and payments received.
  
  3. Resolution: If it is determined that the bill was issued in error, we will promptly remove the charges from your account. 
  
  4. Communication: We value open communication with our patients. To further discuss your personal billing situation, I will reach out to you directly via phone call and/or email. 
  
  Thank you for your patience as we work to resolve this issue. We appreciate your understanding and are committed to ensuring that all our patients receive fair and accurate billing.

  Sincerely, 

  ***** ******** -Manager, Vendor and Compliance

  
  
  

• Initial Complaint

  Date:02/12/2025

  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 have all these medical bills in collections that my insurance already paid and I never received notice of any bills. I have health insurance thru AMBETTER and they paid these medical bills that now are in collections and my credit report. I've never received any bill.

  Business Response

  Date: 02/12/2025

  Thank you for bringing this matter to our attention. We take all complaints seriously and strive to resolve any issues that our patients may encounter.
  

  We understand that you have concerns regarding a bill that you believe was incorrectly issued and subsequently sent to collections. We sincerely apologize for any confusion or distress this situation may have caused you.
  

  Our billing process is designed to ensure that all charges are accurate and reflect the services provided. Occasionally, discrepancies may occur due to various factors such as insurance processing delays or clerical errors.  We are currently reviewing your account and the specific charges in question. We will carefully examine all relevant documentation.

  We value open communication with our patients. A representative will reach out to you directly to discuss your private health information confidentially. 
  

  Thank you for your patience as we work to resolve this issue. We appreciate your understanding and are committed to ensuring that all our patients receive fair and accurate billing.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have 4 maybe 5 things in collections from you that i never receiveda bill and had insurance. Theres one for $1,687, $1541, $604 and $1,833. I never received a bill and had validate health insuranceat the time of services. This is having a negativeimpact on my credit n the ability buy or rent a house!! I never received any bills and i still have insurance!
  [Please type your response here.]
  
  Regards,
  
  ******** *********

  Business Response

  Date: 02/20/2025

  Ms. *************** value your concerns and strive for resolution.  A Ventra Health representative has reached out via phone and email to open up dialogue and address the situation.  We look forward to speaking with you directly. 

• Initial Complaint

  Date:01/26/2025

  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.

  Reporting medical debt to credit. As well as, this debt was not sent to insurance. Once notified, contacted the company and they are supposed to have billed through insurance. As child has state insurance and therefore they already stated this bill was Paid and trying to collect on surprise billing.

  Business Response

  Date: 01/29/2025

  January 29, 2025

  Dear Ms. ******************** you for bringing this matter to our attention through the Better Business Bureau. We take all complaints seriously and strive to resolve any issues that our patients may encounter.
  We understand that you have concerns regarding an account balance. We sincerely apologize for any confusion or distress this situation may have caused you.

  To address your complaint, we would like to clarify the following:

  1. Billing Process: Our billing process is designed to ensure that all charges are accurate and reflect the services provided. Occasionally, discrepancies may occur due to various factors such as insurance processing delays or clerical errors. 
  2. Investigation: Currently, we do not have information to address the specific charges in question. A representative will reach out directly to get more information. Once we obtain the pertinent information, we will carefully examine all relevant documentation through a thorough investigation.
  3. Resolution: If it is determined that the bill was issued in error, we will promptly remove the charges from your account.
  4. Communication: We value open communication with our patients. We will email you directly with contact information for your convenience if any additional concerns arise.
  

  Thank you for your patience as we work to resolve this issue. We appreciate your understanding and are committed to ensuring that all our patients receive fair and accurate billing.
  

  
  

  Customer Answer

  Date: 01/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  They have reached out to me and are investigating. 
  

  
  
  Regards,
  
  ****** *******

  
  

• Initial Complaint

  Date:12/24/2024

  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.

  On 3/31/24 I went into the ED * ********************* FOND DU LAC WI for a palpable muscle spasm/knot I had in my back that was getting extremely uncomfortable. I went in to get some relief by getting a muscle relaxer or steroid for the inflammation. Dr *********** ********* came in the room and we explained it was a knot that you could feel and that it was most likely caused by a recent increase in working out. He then stated we could do an xray which we declined and again stated it was muscular as you could feel it on my back. He then said" You can feel it? Mind if I do?" We said, "Yes, that's why we are here." After pushing on the lump he stated xrays weren't needed as it was a muscle spasm and gave me a Toridol shot and a pain pill and I was discharged. I followed up days later at my doctor office and they were shocked that I was given pain meds instead of muscle relaxers and steroids. The issue though, arises from recieving the bill. The hospital coded the visit correctly as a level 3 visit cpt code *****. Then MEP coded the visit as a level 4 visit with cpt code *****. A level 4 visit is a level down from the worse ER case coming in. It is absurd that this was coded this way. The doctor wrote of multiple scenarios it could be and possible interventions that are absolutely off the wall for this visit. He 100% upcharged my visit which is illegal. I called 3 times to the billing department and was told 2 times they couldn't do names with letter P and above due to conputer issues. The last time I told them I needed it looked at and they said they would and minths later sent me the same bill back. I emailed MEP and tried getting help which I thought I would get and she sent it off to coding and yet again I got the same bill back. Despite numerous attempts at telling them the bill is wrong they just send it back and never reach out. I've spoken to ER doctors that say this is NOT a level 4 visit and they agree it's been upcharged. Legal action will be coming next.

  Business Response

  Date: 12/31/2024

  Dear Mr. ******* and BBB of Wisconsin-
  
  Thank you for bringing your concerns to our attention regarding your recent experience with our hospitals billing process. We take all feedback seriously, and we sincerely apologize for any confusion or frustration you may have encountered.   Our goal is to provide transparent and accurate billing to all our patients, and we regret that we fell short in your case.
  
  To address your specific concerns:
  
  
  1. Investment in Billing Clarity: We are continually working to improve our billing practices. Our team is committed to ensuring accurate and clear billing statements. We appreciate your feedback as it helps us identify areas for improvement.
  
  
  2. Your Account Review: We will review your account and would like to discuss this matter further to clarify any discrepancies. Ventra Health's manager of vendor and compliance has reached out via phone and left a message regarding contact information. 
  
  We value your feedback and hope to resolve this matter to your satisfaction. Thank you for allowing us the opportunity to address your concerns.

   

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Theres no missed call or voicemails that discuss this matter on either mine or my wifes phones from the person stated above. I attatched personal phone details to this with correct numbers to call and talk to, including my wifes which i give permissionto discuss this matter with.]
  
  Regards,
  
  ******** *********

  Business Response

  Date: 01/08/2025

  
  Thank you for your feedback regarding our previous response to your complaint. We appreciate your willingness to engage and your desire for resolution.
  
  
  We understand that you may still have concerns, and we want to assure you that your satisfaction is important to us. 
  
  We recognize that our last response may have had incorrect information and not have fully addressed the issues you are facing. We appreciate the continued dialogue, and we are committed to finding a solution that meets your needs. 
  
  We genuinely value your feedback and are dedicated to resolving your concerns. Thank you for your patience, and we look forward to speaking with you soon.
  
  

  Customer Answer

  Date: 01/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** *********
  

• Initial Complaint

  Date:12/22/2024

  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 went to *** in ******* Wi for an urgent care visit in July 2023. The Hospital charged my insurance correctly and I paid the remaining balance myself. I received a notice of collections from an unpaid bill from this Madison Emergency Physicians that Ive never had service through. I called the Hospital and they had no idea about the charge either. This is still in collections and is affecting my credit report stopping me from purchasing a home. This company is a scam and is fraudulently charging for services not provided. They never even tried charging my insurance. I called **** and they never heard from them.Please do something about this.

  Business Response

  Date: 12/31/2024

  
  Dear Mr. ******* and the BBB of Wisconsin-
  
  Thank you for bringing your concerns to our attention regarding your recent experience with our billing process. We take all feedback seriously, and we sincerely apologize for any confusion or frustration you may have encountered.
  Our goal is to provide transparent and accurate billing to all our patients, and we regret that we fell short in your case.

  
  To address your specific concerns:
  1. Investment in Billing Clarity: We are continually working to improve our billing practices. Our team is committed to ensuring accurate and clear billing statements. We appreciate your feedback as it helps us identify areas for improvement.
  2. Your Account Review: We are reviewing your account and would like to discuss this matter further to clarify any discrepancies. Our manager of vendor and compliance has reached out via phone with a message and return number to discuss your account.  
  
  We value your feedback and hope to resolve this matter to your satisfaction. Thank you for allowing us the opportunity to address your concerns.
  
  

  
  

• Initial Complaint

  Date:11/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 ** 6/11/24. ******* showed a $200 copay for hospital services, nothing else under ****************** or otherwise. I was under the impression insurance paid everything. I was just contacted by a debt collector stating I owe Madison Emergency Physicians $305? When I tried to contact MEP, I was sent to voicemail / they were unavailable. I was never contacted in any capacity regarding a bill prior to this, my account summary through mychart is 100% paid. What is going on? Why am I getting debt collectors contacting me??

• Initial Complaint

  Date:11/12/2024

  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.

  On June 1, 2024 we took our 19 year old daughter to ******************* Emergency Department for stomach pains that resulted in an emergency appendectomy. All other bills for her emergency room and hospital/surgery charges were presented to us through my chart and mail, and paid by ***** no time between June and November of 2024 did we receive any written or electronic correspondence from MEP Health.On November 12, 2024 we received a collections notice from debt collection agency ************ for the amount of $26.01. We would like MEP Health to show proof of submitting a bill to us prior to sending to collections or to issue a written apology if they are unable to do ***** is unconscionable that a health care service does not bother to send a bill to a customer before damaging their credit through debt collection.

  Business Response

  Date: 12/02/2024

  Thank you for allowing us to assist with resolving your concern. Please check your email for more information, We hope we have
  resolved the matter to your satisfaction

• Initial Complaint

  Date:11/08/2024

  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 SSM Health ****************** emergency room, which I have paid over $1,300 with them after insurance. However, MEP is also billing me for ER Depart Visit and applying a forearm split. After insurance, the total between these two amounts is $399.18 for me to pay. HOWEVER, I was never sent a bill from MEP. The above information was only found through my insurance provider. I still have never received an itemized bill from MEP, even after requesting it over ******************************************************************************* a bill on 03/14/2023 and a final notice on 04/20/2023 and then one on 09/24/2024, so why have I not received it after confirming my address numerous times? I have paid over $4k in other medical bills, why would I not pay this one? Because I never got a bill. I thought I resolved this last year on 10/05/2023 by paying the "remaining balance after insurance" of $151.09. Only come to find out, they submitted another claim for the $399.18 and mistakenly thought that my insurance covered another $248.09, which was later reversed. ALSO, ************ failed to recognize my payment of $151.09 as the insurance reversal caused the entire account to reverse, making them think I owe $399.18 in full, when in fact it should only be $248.09. *** also offered me a 50% discount through ************ brining the amount due to $199.59. I would expect after my $151.09 payment that I would only owe $48.50, which I expect to still be honored when the debt gets pulled from ************. I have spoken to well over 10 people at ******* and Americollect to try to resolve this and nobody knows what is going on. I am a CPA & an auditor, I know what I'm talking about & I have gotten to the bottom of it from my conversations and documentation of calls. I need 1) An invoice (to validate the expenses) 2) This removed from my credit report 3) To be able to pay what my insurance didn't cover to MEP for $48.50, not to ************.

  Business Response

  Date: 12/02/2024

  Thank you for allowing us to assist with resolving your concern. We hope we have
  resolved the matter to your satisfaction

• Initial Complaint

  Date:09/18/2024

  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.

  Im getting lots of letters/bills in the mail from this company. They claim its for a service at a hospital I visited for urgent care back in February (2/29/24). Theyve sent my info to a debt collector claiming I have an outstanding bill. However, none of my Quartz EOBs match that amount or this business. I visited the **********************. Madison Emergency Physicians is claiming this is a physician bill from my urgent care visit, which does not make sense to me. All of my quartz bills for that hospital visit have been paid through my diversified benefits account. The debt collector keeps calling me but nothing feels legit. The amount they keep requesting doesnt match any of my EOBS or bills paid, so that also feels strange. I dont feel as I have any debt or that this is legit in any way based on my research on the company but they will not leave me alone.

  Business Response

  Date: 10/17/2024

  Thank you for allowing us to assist with resolving your concern. We hope we have
  resolved the matter to your satisfaction