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:01/10/2025

  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 had a medical appointment November 2023 that was billed to the wrong insurance so got denied. I didn't even realize I had an account balance until I started getting calls from collections agencies last summer. I never received an explanation of the account balance and how the amount owed was calculated. I made multiple attempts to reach someone through ******* and requested someone from the hospital reach out to me on multiple occasions last year and never heard back (see screenshot). When someone would call, they would leave a message to call them back at a number that didn't work. I finally spoke to a billing supervisor in July (first time I got a hold of someone) and on that call realized they billed an old insurance and they never updated my insurance information in their system. I've tried talking to the hospital to understand why this was never sent to the correct insurance and they said it's my responsibility now, even though I shouldn't owe anything because I had insurance. The insurance refuses to pay them because it was discovered too late. There are multiple issues I have with the balance they say I owe:1) The balance was never explained or verified 2) The total fee I'm being asked to pay was a surprise and should have been explained or estimated prior to the appointment, per the No Surprises Act (this would have also allowed them to catch that they didn't have the correct insurance on file)3) The registration and check-in staff failed to register my correct insurance at time of appointment and then billed the wrong insurance. The clerical error at their facility (which they admitted to) resulted in me owing a balance that should have been paid by insurance.4) The lack of response from the staff and lack of any communication or way for me to reach them resulted in a lack of options for solutions.

  Business Response

  Date: 01/24/2025

  See attached 

  Customer Answer

  Date: 01/27/2025

  [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 accept it with the following conditions:

  1) I would like the representative from UnityPoint Meriter to confirm that the balance they say I owe will be pulled from collections so I receive no further communications from debt collections agencies. I would like this acknowledgement in writing.

  2) I would like to confirm there are no further balances owed to this business for which I am missing a payment.

  Thank you so much to the BBB for your help in resolving this matter -- I was unable to get anywhere on my own in resolving this matter for several months and appreciate that this is finally behind me.

  
  With gratitude,
  
  ********* ***

  
  

• Initial Complaint

  Date:12/10/2024

  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.

  Unity point health sent us a bill. it's only 49. but that's not the point.They claim that they were denied the 49 coinsurance because Cade met max visits for ****** services from ******** This was on 1.15.2024.i called forward health they have no record of this or paperwork being submitted they instructed met have them resubmit for processing. If they have questions to call them.Unity will not resubmit unless I have a name and reference number. I don't have that. I have never needed anything. I told them fine if you don't want your money don't do it I will not pay you. Send me to collections we will see how this goes. I cannot call them I hung up on them. I don't have time to sit on hold for everyone to tell me something different. Can you help at all?I should not be doing their job for them.just re submit the claim to ********.

  Business Response

  Date: 12/31/2024

  see attached

  Customer Answer

  Date: 12/31/2024

  [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. 

   

  I am disappointed that this issue was taken to the Pediatric Therapy Manager and not the billing department who seemed to not want to do their job.  But they erased the debt. 
  
  Regards,
  
  ***** *******

  
  

• Initial Complaint

  Date:01/17/2023

  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.

  On November 1, 2022, visited an audiologist at Unity Point Meriter on ****** Ave. in ******* for a hearing aid repair. November 17: Met with audiologist to receive repaired hearing aid at a cost of $291.00. On the way out, I stopped at ******************* and used my credit card to pay for it. The Unity Point Meriter employee took my credit card, ran it through their credit card machine and returned the card to me. Seconds later, she told me the card didnt take and requested the card so that she could run it again. I gave it to her and she processed the transaction once again, this time, according to her, successfully.Later that day, my wife informed me that Meriter had billed me twice for the repair. Days later we noticed the double payment still had not been refunded so I called the audiologists office and happened to speak with the attendant who had taken my card. She told me she remembered running the card twice but could not correct the mistake on her end and gave me the number to call to rectify the issue.After calling the number and not being able to speak with anyone, I decided to file a dispute with the credit card company. The dispute center noted the double entry of $291.00 and opened the case. In addition, I made calls to the headquarters of Unity Point Meriter, located in **********, ****.The credit card company resolved the dispute on my behalf. However, in response to that judgement, Unity Point-********** then placed and additional $291.00 on my MyChart bill statement. In essence, Unity Point Meriter wants me to pay $582.00 for a $291.00 bill.I want Unity Point Meriter to acknowledge this double payment and refund me one of the two payments of $291.00: either the one con MyChart or the one on my credit card statement. In addition, I want written acknowledgement that this bill is forever paid.Will forward Unity Point billing, **** statement, and **** dispute judgement but haven't figured out how to download this to your site

  Business Response

  Date: 02/06/2023

  see attached

  the consumer made payments of 291 we charged his credit card

  Customer Answer

  Date: 02/07/2023

  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.
  
  [Please type your response here.] I cannot be satisfied until Unity Point Merriter provides me with a receipt showing that my hearing aid repair bill of $291.00 has been paid. Until that happens, I would appreciate answers to the following questions:

  
  

  1.)   If Unity Point Merriter (UPM) found the double payment on December 6^th, why was I not informed until a telephone call from UPM ********** at the end of January?

  2.)   If UPM found the double payment on December 6^th, why did they tell the UPM audiologist inquiring on my behalf on December 14^th that I was only charged for one hearing aid repair, not two? Why wouldnt they have said, We did double charge him and refunded the $291.00 back to his account on December 6^th?

  3.)   If UPM found the double payment on December 6^th, why did they ask me to prove that I double paid by faxing them my credit card statement on December 12th? They contacted me within a week following the fax stating the fax was blurred and asked for another faxed copy. Instead of faxing, they agreed I could mail it which I did.

  4.)   Why is UPM making me responsible for their mistake? They continue to charge my account for $291 when they admitted that they double billed me.  

  5.)   Why cant UPM prove that they submitted the $291.00 refund to my **** card on December 6^th  as they have claimed? If the refunded the money then they must have the equivalent of a receipt from **** in their possession.

   

  Unity Point Merriter double charged my account for $291.00 and I am legally entitled to have my money refunded. This issue needs to end. Unity Point Merriter admitted making a mistake by double billing me and I have spent hours on this issue trying to get that $291.00 over payment back. I will not be satisfied until this happens.

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