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Mollen Immunization Clinics, LLC

Phone: (480) 214-1010 View Additional Phone Numbers 8324 E. Hartford Drive, Scottsdale, AZ 85255 http://www.flushotsusa.com View Additional Web Addresses

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Description

On October 8, 2013, a representative from Mollen Immunization Clinics, LLC indicated to the BBB that the best way for consumers to contact the company is by mail at the address 8324 E. Hartford Drive, Scottsdale, Az, 85255.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Mollen Immunization Clinics, LLC include:

  • Failure to respond to 1 complaint filed against business

Factors that raised the rating for Mollen Immunization Clinics, LLC include:

  • Complaint volume filed with BBB for business of this size.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

88 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 13
Billing/Collection Issues 62
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 13
Total Closed Complaints 88

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Mollen Immunization Clinics, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 6
Total Customer Reviews 7

Additional Information

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BBB file opened: January 17, 1991 Business started: 11/01/2007 in AZ Business incorporated: 04/04/2008 in AZ
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Arizona Board Of Medical Examiners
9545 E. Doubletree Ranch Road, Scottsdale AZ 85258
http://www.azmd.gov
Phone Number: 480.551.2700

Arizona State Board Of Nursing
1651 E. Morten, Suite 210, Phoenix AZ 85020
http://www.azbn.org
Phone Number: 602.889.5150
Fax Number: 602.889.5155

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Greg Cohen, Owner/Legal Council Mr. Paul Fishburn, Vice President/Finance Controller
Contact Information
Customer Contact: Mr. Paul Fishburn, Vice President/Finance Controller
Related Businesses
Ulta Lab Tests, LLC
Business Category

Clinics Laboratories - Medical Medical Testing Companies Health Maintenance Organizations


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    8324 E. Hartford Drive

    Scottsdale, AZ 85255

  • 1
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (480) 214-2020(Phone)
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Additional Web Addresses

  • http://www.ethicalaz.com/mollenimmunizationclinics/
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Complaint Detail(s)

3/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over 3 years ago, I had a flu shot at ******* in Mesa. Exact date was 09/28/2011. 3 months later 12/19/2011 I received the following notation on my statement:***** Patient/Insured health identification number and name do not match. Charge $20.00. On February 6, 2012 a late charge? $5.00...... Have called your phone number (###-###-####) numerous times, left messages and no response. If there in fact is a difference in my health identification numbers and my name please show me the courtesy of returning my call and I will correct any errors. I will not reveal my personal information in an E-Mail. ****** ******

Desired Settlement: Clear $25.00 balance that has been paid by ******** & ****. I do not want my good credit ruined by an unresponsive accounting department

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

2/8/2014 Billing/Collection Issues
12/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/21/2013 Billing/Collection Issues
12/21/2013 Billing/Collection Issues
12/15/2013 Problems with Product/Service
12/5/2013 Problems with Product/Service | Complaint Details Unavailable
12/5/2013 Billing/Collection Issues | Complaint Details Unavailable
12/5/2013 Problems with Product/Service | Complaint Details Unavailable
12/5/2013 Billing/Collection Issues | Complaint Details Unavailable
12/2/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/27/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In ******* on 9/12/2012 and asked if I had my flu shot, I said not yet. Woman said you have Insurance: reply yes, what do you have: reply ***** ****** and *****. Woman said your ****** would pay. reply ok why not. One month later received EOB from ****** stated not payed. Called ****** and they told me that Mollen will need to bill ***** ****** first and if ***** ****** does not pay than they would!. Nine months later get invoice to pay $25.00, which stated Claims Service lacks infomation!. Called and gave information, and was told they do not reconize ***** ****** Health and I need to pay the $25.00 or they would turn it over to collections. They said I signed their form: I am responsible for payment of their services etc. I usually go to my doctors office each year for my flu shot. I never have ever paid for my flu shot. In my case I had both primary and secondary insurance. I see that I am not the only one that has this problem!.

Desired Settlement: I expect them to charge this off and or bill my primary: ***** ****** ******: My member id is ************ community Health systems is the employer. Group is ****. Telephone number is **************, if FCH does not pay than they can bill ****** as they did initially. Mollen needs to do a better job training their reprepresative to better screen potential clients on their Insurance, and in doubt, tell them upfront!. They also need to tell them that the consent form they are signing is more than a form giving mollen permission to give the shot etc.

Business Response:
Thank you for the opportunity to respond to the concerns presented by ***** *****. Mr. ***** received an influenza immunization on September 7, 2012.

In reviewing Mr. *****’s file and complaint, it appears that the Mollen associate who administered the immunization to Mr. ***** did not fully understand the distinction between his primary insurer and secondary insurer.  Mollen is indeed contracted with Mr. *****’s secondary insurer, which is ******. 

In order for ****** to consider claim for services provided to Mr. ***** as his secondary insurer, however, Mollen needed to first submit the claim to Mr. *****’s primary insurer, ***** ******, and receive a denial from ***** ******.  Because Mollen’s associate did not collect Mr. *****’s primary insurance information, however, Mollen did not submit a claim to ***** ******.  Because of timely filing requirements Mollen is unable to do so at this time.  Mollen will review the training that Mollen provides to our associates for opportunities for improvement to help them better understand the distinction between primary and secondary insurance coverage.

Mollen apologizes to Mr. ***** for the inconvenience that this situation has caused.  Mollen will write off the outstanding balance on Mr. *****’s account and Mr. *****’s account will reflect a zero balance.

Again, Mollen apologizes to Mr. **** for the apparent misunderstanding by our associate of the distinction between primary insurer and secondary insurer and the inconvenience that this has caused him.

Consumer Response:

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/26/2013 Billing/Collection Issues
7/25/2013 Advertising/Sales Issues
7/1/2013 Advertising/Sales Issues
5/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on Sept 19 2012, I received a flu shot In Centre Alabama at Walmart, the company wa Mollen immunization. I was told there would be no charge for the flu shot since I have Blue Cross Blue shield Federal. I started receiving bills from this company. I call this company several times trying to explain to them what I was toLd. the lady I talked to was rude and hateful, and then turn me over to a collection agency, I have resolved the problem with payment, I think this cOmpany is nothing but a scam and takes advantage of Old PEople.C

Desired Settlement: they were charging me $25, which I had to pay 30 because I use my debit card for payment. I would like that $30 back. I know that don't seem like much money but it is my money.

Business Response:

In response to complaint #*******,

 

*** ******* presented himself at the local Wal-Mart Supercenter #5126 on September 19, 2012. We apologize for any confusion this may have caused. After reviewing the nsurance that *** ******* had presented it appears that it was not a Medicare Advantage plan. Mollen is only contracted to accept Medicare Advantage plans in Alabama. As a one-time courtesy to *** ******* his account will be adjusted and closed. A refund will processed and sent to *** *******.


Billing Manager

Naomi Bahena

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a Sam's Club member that got a flu shot with Mollen. I payed for my flu shot and my wife's. We did not go through insurance. Month's later we get a letter in the mail about how we never paid for my wife's flu shot. Now they want me to pay again for her flu shot again despite finding a date error in the paper (by the individual who gave us the flu shot). The hired company who collects the payments (Christine) was extremely rude and had an attitude all over an 18 dollars! I spend nearly $500 per month at Sam's Club. Sam's Club referred me to the Better Business Bureau and said they would not assist me in this matter. How did I get flu shots without paying for them (did not use insurance)? It makes no sense.

Desired Settlement: I should not have to pay for an $18 flu shot again. I pay my bills.

Business Response:

To
Whom It May Concern:

 

In
response to the complaint filed by Mr. and Mrs. ***** on April 23, 2013 for
services provided by Mollen Immunization Clinic on September 24, 2012.

 

Mr.and Mrs. ***** presented themselves at the local Sam’s Club #8164 with a
request to receive the Influenza vaccination. At this time, Mr. and Mrs. ***** were
provided an electronic patient consent form to complete in detail and sign
acknowledging all risks, benefits and financial responsibility associated with
receiving the vaccinations. Mr. and Mrs. ***** completed and signed this electronic
document on 09/24/2012 and proceeded with the services. A credit card payment
was presented for Mrs. *****. The credit card was declined due to an invalid
expiration date and invalid zip code that was provided. The first statement was
promptly sent on October 3, 2012 followed by 3 additional statements. As of
March 28th, 2013 the account was paid in full.  A copy of the signed consent form has been
attached.

 

 

Billing Manager,

 

Naomi Bahena

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*** *****

 

 I paid for both flu shots on the same card. How would mine go through and not my wife's? How would we be able to leave Sam's without paying? 

 

We never received any notices from Mollen in the mail. Three were sent? Not to our address they were not.

Business Response: To Whom It May Concern:

In response to the concerns expressed by Mr. *****, Mollen offers the following:
 
Mr. and Mrs. ***** presented at a flu shot clinic at Sam’s Club #8164 on September 24, 2012.  Mr. and Mrs. ***** each completed an electronic registration that included credit card information.   The correct credit card information was recorded for Mr. *****.  For whatever reason, the payment information on Mrs. *****’s registration was recorded incorrectly - the credit card expiration date was recorded as “12/49” and the zip code was recorded as “11111.”

Mollen does not process credit cards at the time of service so Mrs. ***** was permitted to obtain her immunization upon the completion of the electronic registration.  When the credit card was
processed on October 2, 2012, the credit card was declined for incorrect information and Mollen did not receive payment by credit card for the immunization that Mrs. ***** received.

Mollen’s billing system automatically generated 4 statements that were sent to Mrs. *****’s address in our records, which is 2002 ******* ****** ********* **  *****.  We do not have an explanation as to why they were no received, however, we are confident that they were mailed.

Mollen has since received payment for the flu shot that Mrs. ***** received.  Mollen would be happy to refund that payment if Mr. ***** provides a credit card statement showing a charge by Mollen for each of the flu shots that he and Mrs. ***** received.  The charges would appear on his statement as being processed on or around October 2, 2012.  Without that information, Mollen is unable to credit Mrs. *****’s account for the credit card payment.  Mr. ***** can provide the information directly to me at gregcohen@mollen-clinic.com.

I hope that this information is helpful in understanding to facts and circumstance surrounding this matter.  Please don’t hesitate to contact Mollen if we can provide any further information.

Sincerely,
Gregory Cohen
General Counsel

Consumer Response:

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September 22, 2011 I was in the ******* ***** ******* #251. I saw they had a flu shot desk in the middle of the aisle so I stopped to inquire. I asked the lady at the desk if I got a flu shot would it be covered on my Blue Cross Blue Shield insurance. She asked for my insurance card. At that time I told her I didn't want to get the shot unless it was covered. I am a veteran and I could get it for free at my local VA. She entered my information into her laptop computer and in a moment she assured me it would be covered. I then decided to get the vaccine. Today 1/7/13, I got a statement saying I owed $25.00. It was not covered on my insurance policy.

Desired Settlement: I feel like I was misrepresented by the employee of Mullen Immunization Clinic. The information in her computer was wrong and she should have had the correct information to give to the customer. I would not have gotten the vaccine. I am a veteran and on a fixed income and do not feel I should have to pay for this transaction. Thank you for your consideration.

Business Response: In response to complaint ID #*******

Mr. ******* received a flu shot with the understanding that he signed indicating acceptance of his insurance is not a guarantee that the charges will be paid. In communciating with his insurance **** of Tx, this charge was a covered service, however, Mr. ******* had not yet met his annual deductible per the policy provisions under his health plan. This is the patients responsibility to know and understand their policy and any charges not paid for by the insurance, are the repsonsibility of the patient. If Mr. ******* disagrees with the way in which his insurance processed his claim, he needs to contact the **** of TX member services number located on his insurance card.

If he would like to split the amount due into 2 payments of $12.50, I will notate that in his patient file.

Thank you,
******
Billing Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Once again, the only reason I got the vaccine was because your employee assured me it was covered and would not cost me anything. I have no intention of paying anything for this service.

Regards,

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


 

 

Business Response: In response to Mr. *******'s statement that he was mislead for review, I have enclosed a copy of the electronic consent form he signed that providing his insurance does not guarantee our services are covered per his individual policy. It is the patients responsibility to know and understand their insurance policy coverage before using it for services. The balance stands as due and we are willing to break the amount due of $25.00 into 2 monthly payments of $12.50. If no payment is received, this account will fall to collections and may incur additional charges. He has been advised if he feels that his insurance processed to his deductible in error, he needs to contact his insurance carrier which is **** of Texas.

Thank you,
******
Billing Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Both of you are missing the point. Go ahead and send this matter to collections. You will never see one cent from me.

Regards,

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


 

 

Business Response:

It is the patient’s responsibility to understand the terms and conditions of their insurance.  While we are able to tell a patient if Mollen is contracted with the patient’s health insurance company, we are unable to pre-adjudicate the insurance claim to determine whether the claim will, in fact, be paid by the insurer.  In some cases we may be contracted with the insurer and the service is a covered service under the patient’s insurance plan, but the claim will not be paid because the patient has not met the deductible that is applicable to the service under the patient’s insurance plan.  It appears that this was the situation the Mr. ******* experienced.

 

In this case, it appears that either Mr. ******* misunderstood the information that our nurse provided to him or our nurse provided incomplete information to Mr. ******* regarding insurance coverage.  Because of the time that has transpired between the date of service and this response, it is impossible to obtain our nurse’s recollection of this specific patient encounter.  As a result, it is difficult for me to conduct a full and complete investigation of this matter at this time.

 

As part of the pre-service paperwork that the patient completed, the patient agreed that the patient will be financially responsible for the cost of the immunization if the patient’s insurance company denies coverage.  Mollen regrets that Mr. ******* is unhappy that Blue Cross and Blue Shield denied his insurance claim for this service, thereby making him personally responsible for the cost of the service. 

 

That being said, Mollen will write-off the charges related to the service that Mr. ******* received on September 22, 2012 strictly as a courtesy to Mr. *******.  I trust that this will be a satisfactory resolution for Mr. *******.

 

On an administrative note, I have added arizonabbb.org to my “approved” email so I hope that future emails from you will not get stuck in our spam filter.  If, however, you do not receive a timely response from me in the future please do not hesitate to call me at the number below to confirm receipt of your e-mail.

 

Please let me know if there is anything further that we can assist with or if there are any other outstanding complaints that we have not yet responded to.

 

Thanks

****

 

**** *****

General Counsel &

Vice President, Human Resources

Mollen®

Office: ************

Mobile: ************

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A sign advertising mollen flushot clinic at our walmart supercenter #13 in ********, Mo said we needed to register and pay foe the flushot shot clinic online, could not pay cash. I registered myself and my daughter online and paid for it using my debit card. Regfor flushots. Registration was easy no problems. We went to walmart per instructions and got our flu shots very quickly. Nurse giving shot said we had made it so much easier with pre-registration that was on October 3, 2012. Today in the mail I received two bills each for $25 for myself and my daughter. We paid when we registered with a debit card it said we had pay at that time. I have checked my debit card history there is no transaction of any kind from mollen despite the fact I had to pay when registering on line. No cash would be excepted for flushot clinic. I paid the bill, provided necessary information and paymeny thisbis first bill I have received from mollen.

Desired Settlement: I registered and prepaid with a debit card. I want bill marked paid in full.

Business Response:

In response
to complaint #*******,

 

On 10/03/2012, Ms. ******** presented herself and her daughter at the Wal-Mart #13. Ms.
******** presented her completed online Pre-registration consent form and the
information was accepted and submitted through our Electronic billing system. The
pre-registration does not allow for pre-payment as the patient may chose not to
receive the services. The consent forms have been attached for each patient.

Ms. ******** stated there had not been a debit card transaction from Mollen. After reviewing
the accounts, her debit card was declined by her financial institution. The
open balance on the account will continue to generate statements until the balance
has been paid in full. 

 

Billing Manager
***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to Walmart in ******* *******,SC I believe on Nov. 2012 and came by the station that was advertising Flu shots and the nurse told me to let her see my Blue Cross card and she would see if I would have to pay, she told me that the insurance wouild pay for it. I told her if it didn't pay I don't want it, she confirmed to me it would pay. Now I get a bill stating I owe $21.50.

Desired Settlement: I should not have to pay anything.

Business Response: In response to complain #*******

 

In response to the complaint filed by Mr. ****** for services provided by our
company on 10/06/2012. Mr. ****** presented himself at the local Wal-Mart store
#2806 with a request to receive the Influenza vaccination. At this time, Mr. ******
was registered by our nurse with an electronic patient consent form. Upon
completion of the consent, Mr. ****** signed the consent acknowledging all
risks, benefits and financial responsibility associated with receiving the
vaccination. After reviewing his account, his primary insurance carrier BCBS of
SC applied his payment towards his deductible. Mollen then assigned the balance
to the patients’ responsibility per the assignment of his primary insurance
carrier.

 

It is ultimately the patient’s responsibility to know and understand their policy
coverage. Mr. ****** signed the consent form that stated he would ultimately be
responsible for payment if services are not covered for any reason or are
subject to any co-pays, deductibles, coinsurance or prior authorizations.
Please see the attached electronic consent form.

 
Billing Manager
  ***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Went To ******* in Waynesboro, MS., to get a flu shot, the person giving the shots that day placed a call while I waited to make sure ******** would cover it. Recieved a bill for $25.00. Called ****** spoke to *****, billing manage, she rudely told me ******** wasn't paying. I am 84 and go to doctors, take 10 different medications, I have ******** & ******** & live on a fixed income, these awful people keep calling me and harrassing me, till I am so confused and upset. I do not have any trouble with billing at the doctor, hospital or pharmacy, I see many, many complaints have been lodged against this companies billing practices & harrassment tactics.

Desired Settlement: I want them to stop calling & harrassing me on the phone! They are going to cause me to have a heart attack!

Business Response: In response to complaint #*******,

 

On 09/18/2012, Ms. ****** attended our Influenza vaccination
clinic at ******** **********r #***. Ms. ****** was given a consent form to
review prior to receiving the Influenza vaccination. After our billing
department reviewed the information that Ms. ****** provided on her consent
form, the information could not be verified by her pri**** insurance carrier
********. Upon finding that the claim could not be processed with the
information provided the service then became the patient’s responsibility and
the first statement had been mailed to the patient.

On 02/04/2013, Ms. ******’s daughter and herself contacted
our billing department and were given the reason for which the statement was
sent. Our billing supervisor tried to verify the information by phone with the
patient’s daughter, but was unsuccessful. In effort to help Ms. ****** send
this claim to ******** our billing supervisor re-contacted the patient. Our
billing supervisor also suggested that this could be resolved by obtaining
copies of the patients Insurance cards. Ms. ****** singed her consent form
acknowledging that if ******** Part B is not her pri**** plan, that she will be
responsible for payment for services rendered.  If the insurance information cannot be
verified by our billing department the balance will remain at the patient’s
responsibility. ****** would like to resolve this issue by sending a claim to
Ms. ******’s pri**** insurance carrier, ********. If Ms. ****** has any further
questions she may contact our billing department.

 

Billing Manager

 

***** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am writing to reject this, I am 84, I have Congestive Heart failure & COPD.   I am to old to deal with these people.     I was told on sight at *******, that I was covered. That is that. As I said I have ******** & ********, I will pay absolutely nothing to these awful people.  The internet is full of complaints about their faudulent billing practices.M. ******    

Regards,

**** ******

Business Response:

In response to Ms ******'s rebuttal,

****** would like to resolve this complaint by Ms. ****** as previously stated.
We currently do not have Ms. ******'s correct insurance information.
The consent form that Ms ****** signed states that she will be fully
responsible if the payment for services are not covered for any reason.
The balance on the account for the services rendered on 10/18/2012 will
remain open until the balance is paid in full.

Billing Manager

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I took my daughter ******* to Mollen Immunization Clinic in ****** for a Flu Shot. Preventative Care is covered at 100% by my medical plan with Cigna. They told me I had to pay $25 and they would file a claim against my insurance. I paid $25 by credit card on Oct. 15, 2012. Our Patient ID *******, the clinic # is *********. The Claim was processed through Cigna Check #********* was issued on Nov. 16, 2012 and cashed on Nov. 29, 2012 for $9.50 payable to Mollen Immunization Clinic. I have contacted the Clinic on mulitple occassions first I was told when I had a check number they would send me a check for the amount. When I told them the check number they again told me I would be reimbursed. It's now Feb. 4, 2013 and I have still not been reimbursed. Not only has the clinic received my $25 payment they have additionally received $9.50 from Cigna. I would like a check in the amount of $25 immediately remitted to me. I contacted the clinic on 11-27-12 and spoke to Rachel. Again, on Nov. 27, 2012 I contacted the clinic and spoke to ***** who said it would take 10-15 days. January 13, 2013 11:30am I spoke to ***** who requested the check number. I left ***** a message on the same day at 4:25pm. On January 14th I spoke to ***** again who said she would follow up with Cigna and it would take a couple days. I have contacted my employer's HR department for assistance and my understanding is that Cigna is also trying to get Mollen to reimburse my $25 payment. Any assistance you can provide would be greatly appreciated. I am not sure if I should also contact Walmart as this business is housed in the same building.

Desired Settlement: I would like a call from the Clinic as well as a check for $25. I am quite disappointed with the overall experience and feel this reflects not only on the clinic but on Walmart as well. Thank you again for your attention to this matter.

Business Response: In response to complaint #*******,

 

On 10/15/2012, Ms. ***** inquired about getting an Influenza
vaccination for her daughter ******* at the Wal-Mart Supercenter #769. She then
opted to have her daughter receive the influenza vaccination and elected to pay $25 by
using her credit card. Mollen is not contracted with Cigna and therefore they
will only reimburse the patient by submitting a receipt of payment. When the
receipt was processed by Cigna, they did not process the fee for the
administration of the vaccine. Per Ms. *****’s signed electronic consent she
accepted the terms that “Mollen will not be responsible for billing” her
insurance, if any, for these services. Mollen is not under Cigna’s contract to
accept any provider adjustments that they might assign.

Ms. ***** contacted our billing department and requested a
refund of the full balance. She was advised of the situation and that Cigna had
only paid $9.50. A refund request was submitted 02/04/2012 for $9.50 and has
been refunded to her credit card as of 02/07/2012. We apologize for any
inconvienence and/or the delay of obtaining the refund. If the patient has any further
questions about how the claim was processed, she would need to contact her Primary
insurance carrier, Cigna. 

 

Billing Manager
  ***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I were t Walmart on August 27,2012, there were two women [employes of Mollen] giving immunizations for shingles and they were telling everyone that the shots were free, and encouraged everyone to get one, and we did. On January 21, 2013 they sent us a bill for $220.00 each for a total of $440.00, saying that we owed for these shots. It took them five months to send a bill!! Now we are wondering if what we got was even a shingles immunization. When I called Mullens Immunization Clinic they told me I should first pay them, then file a claim with my insurance company and see if they would pay it. This is definitely fraud and false advertisement.

Desired Settlement: We do not owe Mullen Immunuzation Clinic for these shots and nor does our insurance company, and Mullen should stop this kind of practice.

Business Response:

In
response to complain #*******

 

We are in receipt of a complaint filed by Mr. and Mrs. ******** for services
provided to each patient by our company on 08/27/2012.

 

Mr. & Mrs. ******** presented themselves at the local Wal-Mart store #203 with
a request to receive the Zoster vaccination. At this time, Mr. & Mrs.
******** were provided a patient consent form to complete in detail and sign
acknowledging all risks, benefits and financial responsibility associated with
receiving the vaccination. Mr. & Mrs. ******** completed and signed this
document on 08/27/2012 and proceeded with the services. After reviewing their
account their primary insurance carrier Medicare does not pay for the
vaccination. Mollen assigned the balance to the patients’ responsibility as the
patients’ benefit does not cover Zoster immunizations for their members.

 

As the policy holder and beneficiary of the insurance, it is ultimately the
patient’s responsibility to know and understand their policy coverage,
limitations, requirements and benefits and follow the required protocol when
receiving services by any physician, medical office or hospital. Mr. & Mrs.
******** are both covered under a policy that will not cover the Zoster
vaccination. This is not the responsibility of any medical staff member to know
and is the sole requirement of the patient to know and understand the
limitations of their benefit coverage. Our nurse would have not known the
patients individual medical limitations by glancing only at a medical insurance
card shown by the patient.

 

Mr. & Mrs. ******** signed a patient acknowledgement form indicating that if
the insurance did not pay for the services received, they are ultimately
responsible for any charges incurred. I have enclosed a copy of the form signed
by Mr. & Mrs. ******** on the date of service with highlighted areas
indicating prior notification was made to the patients’ that acceptance of any
insurance does not guarantee payment and that the patient is ultimately
responsible for charges incurred.

 

As a courtesy to the patient we can bill Medicare if Mr. & Mrs. ********
request to do so, although if Medicare does not pay, they will be ultimately
responsible for any charges not paid by their carrier.

 

Billing Manger
  ***** ******      

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This clinic was administering flu and pneumonia vaccinations in Wal-mart in ***** ******* MS. I received both shots after the nurse told me my insurance was accepted. I have two insurances. My Primary is Blue Cross ***** ** ** and my secondary is Blue Cross ******* **. I received these shots on Sept. 6th 2012. I received a bill today on Jan. 28, 2013 saying I owe $105.00 because my primary insurance is not an insurance company they accept. They do accept my secondary which has a $2,000.00 health account but will not file my secondary because if my primary does not pay they can't file the secondary. We had a conference call with a representative of my secondary stating to them how to file so they can collect from the secondary, but they insist that I pay and they will send me an itemized receipt for me to file first to my primary and than to the secondary. I would never have received the vaccines there if my insurance was not accepted. I could have gone to my doctor and paid nothing for the vaccines. This was a very tricky way to get business at the customers expense. They were not honest about telling me my insurance was not accepted. I am also going to file a complaint against Walmart since they received the contract from Walmart to provides this service. Walmart should be aware of their practices.

Desired Settlement: Bill the primary under Blue Cross State of AZ. They will send it to Blue Cross State of **. Blue Cross State of ** will deny the claim and then they can send the bill to my secondary Blue Cross ****** and the $105.00 will be taken out of the health account. If they are not willing to do the paperwork the correct way then I should not have to pay the bill. My money is important to me and the way they want me to do this it will probably take at least 2 months for me to recover my money

Business Response:

Dear
Sir/Madam,

In
response to Complaint ID #*******:

Ms. ******** was seen on 09/06/2012 at the Wal-mart #1346. Ms. ******** received a flu
vaccination as well as a pneumoniavaccination. We apologize that Ms. ****** feels that she
was misinformed by our employee at the time of service; however the consent form
does state that her Primary insurance will be billed on her behalf. Section E of the consent form
also states that “your medical insurance company must be on the list of Mollen
accepted insurance providers”.

Ms. ******** is requesting that we bill the insurance company that was not provided
on the date of service. Mollen will bill the insurance that Ms. Williams
provided as a courtesy. Per Ms. ******** signed consent form, she will be
responsible for any payment of services that are not covered for any reason or
are subject to any co-pays, deductibles, coinsurance or prior authorizations.

 

Billing Manager

  ***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Sept.4,2012 my wife and I received a flu and pneumonia vaccination at walmart located in edgewood,nm. The lady that administered the vaccinations told me and my wife that there would be no charge to us,they would be our insurance company. I asked the lady a couple times to make sure wewould not be charged both times she said no that they would bill our insurance.So we received the shots instead of going to our own Doctor for a toal cost of $40.00. We received a bill from Mollen immunization for $105.00 two weeks ago inwhich I mailed a $50.00 check last week to the company. I called them today to dispute the cost ,statig the the lady told us twice that there would be no cost to us they would bill our insurance.Well the lady that I spoke with today when I called the company said that I have to pay the bill that they do not bill any insurance company. I mention to them that my wife and I are on a fix income we would had paid $40.00 visiting our own Doctor instead of paying $105.00 to your company if the lady who administered the vaccinations told us the truth.

Desired Settlement: For Mollen immuniztion clinics ii,llc to just charge us what we would have paid seeing our own Doctor $40.00 .

Business Response: In response to complaint #*******,

 

On 09/04/2012, Mr. ******** received an influenza and
pneumonia vaccination at the local ******** #****. Our nurse accepted his
insurance, **** of ** ******* program. Mr. ********’s benefits outline and
delegate that he should use his primary insurance carrier with in-network
providers. After reviewing Mr. ********’s account Mollen will accept his $50 as
payment in full. We apologize for any confusion regarding acceptance of his
insurance. Mr. ******** would have been charged only his co-pay at his primary
care physician’s office. Mr. ********’s account has been closed as a courtesy.
If Mr. ******** has any further questions, he may contact our billing office.

 

Billing Manager

***** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went on vacation (9/12) and while I was visiting I went to the local walmart and there was a man giving flu shots. I gave him all my info (mymedicard card, my ****** ***** card) and he said my insutance would cover the shots. I was given a flu and a pneumonia vaccination. I ask him twice if there was a charge for the shots and he said "NO, YOUR INSURANCE WILL COVER IT' Well today I recieved a bill for $105.00 in the mail. I called the company and spoke to a woman named "********"..she stated the claim had been sent to my insurance company and they had denied the claim. I hung up with her and called ****** ***** and spoke to "*****" who went back as far as July 2012, I was told there was never any claim filed for reimbursement. I then called back Mollen and ask to speak to "********" I was told she was unavailable. I told the person what was going on and was told by her that they would NOT send the claim in and it was up to me to pay it because I was responsible for the debt. I told her that my insurance company wanted it to be filed and please file it. I was then told that I will continue to recieve bills for this debt and it it is not paid it will turned over to a collection agency. I was lied to by 2 people. First the person giving the shots and then by ******** who lied and said the claim was refused when submitted (Claim was never submitted). I think this is a scam on the elderly. They tell them there is no charge and then 6 months later send them a bill.If they do not remember they will pay the bill and then the company will submit it to the insurance company and be paid for the second time. This is Medicare FRAUD and should be looked into. How many other people have had this happen to them. I live on a fixed disability income and this is not right.How many time has this happened to other disable seniors and this company has gotten away with it.I was threatened by this company by saying it would be truned over to a collection agency.. "********" also told me "YOU OWE IT, PAY IT"

Desired Settlement: I want this company to acknowledge that they lied and I want a billing statement stating 'PAID IN FULL'BY This company mailed to me. The company is using deceptive practices and targeting the elderly.

Business Response:

In response to complaint # *******,

To Whom It May Concern:

 

We are in receipt of a complaint filed by Ms. ****** filed on January 28, 2013 for
services provided by Mollen Immunization Clinic on September 9, 2012.

 

Ms.****** presented herself at the local Wal-Mart store #2792 with a request to
receive the Influenza and Pneumonia vaccinations. At this time, Ms. ****** provided
an electronic patient consent form to complete in detail and sign acknowledging
all risks, benefits and financial responsibility associated with receiving the
vaccinations. Ms. ****** completed and signed this electronic document on 09/03/2012
and proceeded with the services. On October 11, 2012 her primary insurance
carrier Health First Health Plan rejected her claim through our clearing house,
Zirmed. Documentation has been provided as proof that the claim was rejected on
10/12/2012. The rejection message provided was that the Member Id was not on
file in the payer’s records, therefore the claim was never received by her
insurance company. Per Ms. ******’s signed electronic consent the Member ID was
verified that the information was true and correct.

 

It is ultimately the patient’s responsibility if the insurance cannot confirm that
she is a member of the listed insurance. When her account was worked in
December the account changed to a patient status, which then created a
statement. When Ms. ****** contacted her insurance company they were correct in
saying that a claim had not reached the patient’s account as the wrong Member ID
would have prevented them from seeing this in their system. Ms. ****** was
advised by our medical billing specialist on 01/28/2013, that she would
resubmit the claim on her behalf with the correct Member ID. This was completed
as promised and is now being processed by our clearing house and can take up to
60 days to process the claim.  As stated
in the electronic consent, she will be responsible for payment if services are not
covered for any reason, including but not limited to co-pays, deductibles,
coinsurance, or prior authorizations.

 

Our sincerest apology if Ms. ****** feels that she was lied
to, but our billing system shows that we did process the claim for Ms. ******
and has been sent to be reprocessed as of 01/28/2012. If Ms. ****** has any
further questions regarding the processing or outcome of her claim, she would
need to contact her insurance company.

 

 

Billing Specialist Manger,
  ***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Just received a statement today 2/2/2013 for a flu shot that I received on 9/24/2012 @ **** **** in South Point, Ohio. This shot was paid for at the time it was given . I do not have ******** * or insurance to cover shots. I know that I am responsible and I paid for the shot $24.00 in cash @ that time. I have tried to call this company today but have not heard back .Thee is no explanation as to why this could have happened.

Desired Settlement: Would like this bill settled. I have not had time to check the credit bureau. But have not had a statement. But I do not owe for this shot. I very upset with the way this was handled.

Business Response: In response to complaint #*******,

 Ms. **** presented herself at the ***** **** #**** on
09/24/2012 and requested to receive an Influenza vaccination. Ms. **** opted to
pay with a credit/debit ********** on the date of service. Per her signed
consent form she authorized a transaction to be processed in the amount of $24
for her services. The credit card processing can take a much longer time to run
her credit card as she has submitted a paper consent form. The credit card
billing system that Mollen uses did not process her card as Mollen has
anticipated and therefore a statement was generated and sent to Ms. ****. We
apologize for any inconvenience that this may have caused. The current balance
of $24 on her account remains open.

 

Billing Manager

***** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Sept. 28, 2012 I went to ***** **** in Omaha, NE and the Mollen Immunization Clinics had a table set up giving flu shots. I filled out the paperwork to get my daughter a flu shot. After filling out all the paperwork giving all my info and insurance info, the lady at the table said they could not bill my insurance, **** ***** **** ****** of NE. So I stated that I was not going to get the shot since they could not bill my insurance. I wanted my paperwork back since I wasn't getting my daughter the shot and the lady refused to give it back to me. I left and thought nothing more of it. On Saturday February 2, 2013, I received a bill in the mail from this company charging me for a flu shot that was not received. So it is fraud them billing me for a flu shot that was not given. I called the company on Feb 4, 2013 in the morning and the lady said I'd have to send them a letter stating that the flu shot was not given. I said I have to send you a letter? She said yes, I asked to speak to a supervisor and she said they all just went into a meeting and she would have one call me back and verified my phone number before hanging up. I called the ***** **** to let them know about the incident and the pharmacy manager informed me that they are longer doing any business with that company and he suggested calling them back again and asking for supervisor right away. So I called the Mollen company back and asked to speak to a supervisor, I was told again that they were in a meeting and she could take my info and have them call me back within 24 to 72 hours. She got the account # from me, and my phone number and first name. I asked how long they would be in the meeting and she said they are in and out of meetings all day so that's the reason for the time frame of 24 to 72 hours. Before I hung up I told her I wanted a call back within a few hours and she said she could not guarantee that.

Desired Settlement: I do not want to be billed for a service that was not received. It's fraudulent billing, not a good way to run a business.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/1/2013 Advertising/Sales Issues
12/25/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint concerns a flu shot obtained at walmart in Dickson, Tennessee. In order to get this vaccination, one had to pay CASH previous to being vacinated. Now this company has decided (several months ago) that it would be a good idea to collect twice for this service, since I am probably so ignorant as to remember that I had to pay before the shot.I was employed at walmart at the time, but did not have insurance through walmart, so I DID have to pay, and I was with another employee who did have insurance, did not have to give cash, and she does remember the incident.I am begining to get really irritated at the idea of this company thinking they will be collecting twice from me (and others).Also, please note they have my insurance information as Unithe health care, which leads me to believe it is possible they may have collected from them also.

Desired Settlement: I would like for these statements to cease immediately and for this company to be THROUGHLY investigated, AS THEY ARE COMPLETELY AWARE THEY WERE PAID FOR THEIR "SERVICES" PRIOR TO "SERVICE". The act of trying to collect twice is fraud and attempted theft.

Business Response:

Ms. **** was seen at the local mobile clinic at store #264 to receive a seasonal flu vaccine. Ms. **** was presented a patient consent form to read and scknowledge the risks of receiving the vaccine and the financial liability associated with receiving the services. Ms. **** states that she paid cash at the time of service, as well as presented and provided ****** ********** as her primary insurance. This information does not match the signed patient consent form completed by Ms. ****.

Ms. **** provided only her ******** Part B information (see attached copy of the signed consent form) and no cash was collected from this patient due to ******** Part B information being supplied. Mollen collected her insurance information and filed a claim on her behalf to ******** for payment, ******** denied her claim and the charges associated with the service as they have advised that they are not her primary insurance provider and the financial responsibility is the insurance that Ms. **** holds primary to ********. Ms. **** has indicated that she is covered through ****** ********** in her statement. Further review of her account shows that Ms. **** has never contacted Mollen Immunization billing to provide the proper insurance information for the consecutive statements that have been sent to her begining on January 09, and every 30 days there after. Due to the non responsiveness of the patient over the past 5 months, we are now past the time frame requried by ****** ********** to file a claim on her behalf; and the charges remain at patient responsibility.

Since Ms. **** was an active Walmart employee, we will reduce the rate to $20.00 which was the special offer to Walmart associates. We show no record that the nurse collected payment from Ms. **** on the date of service, nor do we reflect that she provided ****** ********** on the date of service.

if she has further questions, she is advised to call Mollen bililng department at ###-###-####

Thank you for allowing us to review this account,

 

****** ****

Billing Manager

Mollen Immunization Clinics

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******* ****


 

To whom it may concern:

I have discussed this with other walmart employees and I have witnesses who saw me pay CASH at the time of my injection and  will verify that one either had to have insurance with the walmart plan or had to pay cash. evidently these people think I am really stupid.

In their reply, the company suggesets I confer with their billing department. This will not be happening.

******* * **

Business Response:

In response to complaint #*******,

 

In our response dated June 4, 2012, Ms. ****’s signed consent stated that we would bill her primary insurance. After billing the insurance provided by the patient; ********, we received a denial that she had other primary insurance unknown to Mollen. Since Ms. **** did not contact our office in a reasonable timeframe after her ******** EOB showed the denial of payment, our system generated a patient statement. The patient to date has never contacted our billing office to provide proper insurance information required to bill. It was never reflected or indicated prior that she paid the cash. She signed a legal consent reflecting her ultimate responsibility to the charges incurred by receiving services on October 6, 2011. The balance remains at $20 until proof of payment given at the time of service to our nurse is provided in regards to the statement.

 

 

 

Thank you,

 

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

 

Billing
Manager

 

Mollen
Immunization Clinics, LLC

 

Office:
###-###-####

 

Fax:
###-###-####

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/24/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a flu shot on 10/29/2011 and paid $25.00 cash. I keep getting bills that my mastercard didn't go through. The card number and expiration date they are giving isn't my card information. I sent them a copy of the reciept the lady gave me and they are saying it doesn't show a cash payment. Cash is marked on the reciept as the payment type. They keep telling me I filled out a consent on line for the flu shot. I never filled out a consent online for this. I went shopping one day at the New Iberia, Louisiana Wal-Mart and seen they were giving flu shots there and because they didn't have a line of people waiting I decided to get mine then. I'm sick and tired of these people trying to get me to pay for this shot again. I call and all they do is give me the run around and keep me on the phone to try and see where they screwed up. Please help me resolve this matter and hopefully they haven't done this to anyone else. I will never go to them again.

Desired Settlement: I would like for them to clear me in their computer as owing them. I have my reciept showing I paid for my flu shot.

Business Response:

To whom it may concern:

 

In response to complaint ID:9******, Ms. ****** ******* regeistered herself online to attend a flu clinic at the ******* *********** #*** in Abbeville, Louisiana. Upon regsitration online, Ms. ******* alloted to be a self pay patient with no insurance to be billed on her behalf. Ms. ******* entered her Visa information for processing which does not charge the card immediately when registering, nor does the card get charged the day that the services are rendered. When registering online, the patient is advised that the credit card indicated will be charged upon receipt of paperwork at the Mollen Immunization headquarters in Scottsdale, Arizona. When Ms. *******'s paperwork was received and processed through the billing system, an attempt to retrieve funds from the indicated Visa was done and thr transaction was denied.

Ms. ******* states that she paid cash at the time the services were rendered. When she contacted our billing department on 06-11-2012, she advised the Mollen represetnative that the last 4 digits of the crecit card recited back to her did not belong to her. At this time, the Mollen representative opened an audit of the entire clinic and advised the patient she is required to write a written statement that the consent form completed online did not belong to her and she is a victim of possible fraud. To date, our legal team has advised that they have not received this information required to further investigate.  A copy of the completed consent form was mailed to the patient at which time the patient also sent a copy of the medical record receipt that was given to her on the date of service. As you may notice within this receipt, it does not state that the patient paid with cash, only that she is a "self pay" patient which ties back to the method in which the oline registration was completed.

In order to further investigate the claim of "possible fraud" the written statement is required to be reviewed by the legal team. This information was indicated on the call Ms. ******* placed to Mollen on 06-11-2012 and again on her call to the billing department on 06-14-2012. At this time, our records per the payment informaiton supplied by the patient have declined charges and the balance is still open and due by the patient. Attached is the online informaiton supplied by Ms. ******* which matches address, phone and email indicated within this complaint.

Thank you.

****** ****

Billing Manager

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

 

Is there an address that I can mail a copy of the reciept to that I was given at the time of my flu vaccine payment? Mollen Clinic says that there is no where on the reciept saying it was paid cash,

 it is checked off on the right hand side of the reciept *cash*.

They are showing my debit card number ending in the numbers **** and expiring 12/11. My numbers are **** and my card just expired 7/12.

I don't know who did this but I was also not told to write a letter saying that this wasn't mine. All the lady continued to say is this is what we have.

I'm not looking to get anything from anyone free. I just know I paid for my shot cash before I did my shopping on that day. I'm tired of receiving a bill for something

I know I paid for and I have the proof for it. Thanks ******

Business Response:

Please advise the patient to mail her original copy of the receipt given to her by the Mollen nurse to the billing address: **** ** ******** ***** *********** ** *****. Please advise the patient the original is required and to make a copy for her records. Once received, it will be forwarded to the fraud department for further review of the complaint.

Thank you,

****** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/24/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I attended the ******* Mollen Immunization Clinic at the Ocoee ******* (#***) in Florida on the 09/05/2011, as a walk-in patient. I arrived just as the young woman was setting up her section.I waited until she was ready and received my flu shot.I did not nor do have insurance and made that clear to her BEFORE GETTING MY SHOT, at the time, the woman told me I could pay for it, which I did for $25.00.NOW 10 months later, they are trying to hit me will a bill for the $25 AGAIN.I have already paid for this, as I did not have insurance which I made quite clear to the person at the Flu Shot counter.If I did not pay, that would mean (ridiculously) that I walked into *******, told the Flu Shot person I did not have insurance and would not pay - Yet she must have given me the shot telling me I would be billed later? THIS IS BEYOND INCOMPREHENSIBLE!No such thing happened of course- I PAID WHEN I GOT THE SHOT.

Desired Settlement: I absolutely demand the bill to be deleted, and I am more than worried they are trying this will many more people, who may be elderly and not as strong as I - and who may just pay up in fear.I see by searching online this company has many, many bad reports and as Florida has an elderly population I am concerned at their practices.I will be reporting this to ******* Corporate, the local news, and my ombudsman.

Business Response:

 

In response to complaint the complaint:

The customer was seen at ******** Supercenter # *** on 09/05/2011. At that time the customercompleted a consent form and elected to pay with a credit card. Our clinic packets are shipped back our corporate office for processing after the immunization clinics are completed. Our consent form states that the customerss credit card would be charged when the form is processed at our billing department, which the customer signed.

Unfortunately, the customers consent form was in a packet of paperwork that was misdirected and has only recently been processed. When the credit card was initially charged on 05/17/2012 it was declined by her financial institution. Our system then generated a statement to be sent to the customer for the balance of $25.00. Please see attached.

The consent form states that the customer understands that they will be responsible for payment in full, which the customer signed and agreed to the terms.

We apologize for any inconvenience that this has caused.

If you have any questions please feel free to contact our office.

 

Sincerely,

 

***** ******

Billing Manager

Mollen Immunization Clinic II, LLC

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I find this explanation incredible as I have not owned a credit card in over 2 years (in fact am in credit counseling) and all my cards are 'closed' and have been for a long,long time. I do not believe the 'we lost the paperwork' story- is this the same reason given to all the other customers I have found with the same complaint on the web?

Regards,

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

 

Business Response:

In response to the second complaint filed by the patient, I have attached the patient consent form signed and completed by Ms. ********** showing a credit card ending in **** was utilized to pay for the vaccine. This card declined payment and did not satisfy the balance incurred on the date of service, the account remains open and past due.

 

Thank you,

****** ****

Billing Manager

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/24/2012 Problems with Product/Service | Complaint Details Unavailable
12/23/2012 Problems with Product/Service | Complaint Details Unavailable
12/1/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/29/12 I went to Sam's Club in ***** *****, MN & there was a table there stated Flu shot for $18.00. I requested for a flu shot, the little old lady who was giving the shots stated if I have insurance, my insurance company might pay for it. She run my ins. card through & stated to me the computer did not state I have to pay anything. November 2nd I received an invoice from Mollen Immunization Clinics II, LLC stating I owe them $31.22 for the flu shot. I called Mollen Imm. Clinics the billing department (###-###-#### after 3 transfers I talked with ******* x7**. ******* stated it is my responsibility to know what my insurance will pay or not pay & the computer only tells their employees if the recipient has insurance or not, do not tell if the insurance co will pay or not. I stated to ******* than your employees do not know that.She stated since they run through the shot through my insurance co. & now I have to pay the higher amount.I feel their employees who are giving the shots are not properly trained. They represent the company they work for, if the employees made a mistake, the employer should stand have to make it right.I stated I will pay $18.00 for the shot & not a penny more, ******* states I will have to pay for the whole amount & she will make a note in my file that I refuse to pay.I feel Mollen Immunization is taking advantage of their clients, if I know I have to pay more, why wouldn't I pay the lesser amount at the time of shot? The only reason I did not pay at the time of the shot was because the lady who is giving the shot stated my insurance company will pay for it.If there are any questions, please contact me. Thank you for listen to my complaint. ******* ***** ******* ***************************** ************

Desired Settlement: Pay $18.00 for the flu shot.

Business Response:

In response to complaint id #******

 

Dear Ms. ******,

Thank you for your recent letter surrounding your flu shot and the processing of the insurance presented. We will go ahead and honor this request for the service, but please be advised that presenting your insurance card never guarantees coverage for services. It is ultimately the patient’s responsibility to know and understand their own insurance policy and coverage. The services rendered to you on 09/29/2012 were billed to your insurance BCBS of TX for the flu immunization. Your insurance carrier applied the entire charge to your annual deductible as you have not yet satisfied your annual deductible for 2012. The rate of $18.00 is offered at specific participating ***'s locations for cash paying patients only who wish to not utilize their insurance or for those patients that do not have insurance coverage.

******* was correct in stating that it is solely the patient’s responsibility to know and understand their benefits and the computer used at the flu clinic event is used for ensuring the insurance card presented is active. The computers or the nurse do not know your specific policy and do not call or pre-certify the services prior to administering. This is also stated on the consent form which was acknowledged and electronically signed by you on the date of service.

The account has been documented with this letter and the cost will be reduced upon receipt of the agreed amount of $18.00. Please keep in mind that the balance will remain at $31.22 until payment has been received. Going forward, please ensure that you contact your insurance carrier to understand if and how the charges will be applied based on your specific health insurance certificate.

Thank you,

****** ****

Billing Manager

Mollen Immunization Clinics

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: tryed paying $25.00 cash for flu shot but nurse tryed talking me out of it twice saying insurance company would pay for all of it BUT they billed insurance company $26.00. and billing me an additional $31.22 costing me more then then 25.00

Desired Settlement: have them pay insuance company back and i ll pay the $25.00

Business Response:

In reponse to Complaint #*******,

Mr. ******* presented himself at the local Wal-Mart store #1020 on 09/09/2012 with a request to receive the influenza vaccine. Mr. ******* was presented a patient consent form to complete and signed electronically, indicating he understood the health risks and the financial liability of receiving the vaccine. Mr. ******* completed the request to bill all charges first through his insurance BCBS of Minnesota and then bill him for any charges that were not paid or covered by his insurance company. Mr. ********s flu vaccine payment was applied to his deductible in accordance to his insurance benefits. The assigned payment to his deductible would then be the patient's financial liability. Attached you will find the Explanation of Benefits that we have received from Mr ********s insurance company.

As a courtesy, we have reduced the charge of the influenza vaccine to the cash pay rate of $25.00 which he is welcome to make payments on if necessary. We will not turn this balance over to collections as long as there are payments being made to the account. If Mr. ******* would like to arrange payment, he may contact our billing department at ###-###-#### and speak with one of our billing service associates.

Thank you,

***** ******

Billing Manager

Mollen Immunization Clinics, LLC

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2012 Billing/Collection Issues | Complaint Details Unavailable
7/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 14, 2011 my husband and I stopped at a Flu Immunization Clinic that was set-up in a local Wal-mart. I explained to the worker that we both we covered under a Blue Cross Blue Shield State Health Plan and ask her how much it would cost for us to get a flu shot. She looked at a chart and said it was covered and would not cost us anything. I told her it normally cost $15 when they bring a clinic to the school I work at. We both received a shot and left happy thinking I had saved us $30.Around April 2012 I received a bill from Mollen Immunization Clinics for $25 and a few days later my husband receives a bill for $25. I called the company and explained that their worker had said it would be covered by my insurance and was told they were not responsible for what we were told and that we now owed the $50 for the two shots. I feel that we were mislead and that the company should stand behind what their employees tell their customers.

Desired Settlement: I feel that my husband and I should receive a refund of $50 for the shots, since were told their would not be a charge.

Business Response:

To Whom It May Concern:

We are in receipt of a complaint filed by Mr. and Mrs. *******  filed on June 22, 2012 for services provided to each patient by our company on 10/14/2011.

Mr. & Mrs. ******* presented themselves at the local Walmart store #5087 with a request to receive the flu vaccination. At this time, Mr. & Mrs. ******* were provided a patient consent form to complete in detail and sign acknowledging all risks, benefits and financial responsibility associated with receiving the vaccination. Mr. & Mrs. ******* completed and signed this document on 10/14/2011 and proceeded with the services. On December 28, 2011 their primary insurance carrier BCBS of ***** ******** State Health Plan denied our charges for the vaccination and assigned to the patients responsibility as the patients’ benefit does not cover wellness immunizations for members over the age of 18.

As the policy holder and beneficiary of the insurance, it is ultimately the patient’s responsibility to know and understand their policy coverage, limitations, requirements and benefits and follow the required protocol when receiving services by any physician, medical office or hospital. Mr. & Mrs. ******* are both covered under a policy that will not cover preventative immunizations for persons over the age of 18. This is not the responsibility of any medical staff member to know and is the sole requirement of the patient to know and understand the limitations of their benefit coverage. Our nurse would have not known the patients individual medical limitations by glancing only at a medical insurance card shown by the patient. I contacted BCBS of S. Carolina on behalf of the patients complaint and spoke to a qualified benefits representative at BCBS of ***** ******** by the name of  ******* under reference number: ********. Within this conversation I was advised that per the limitation of the plan to the member and covered dependents, preventative immunizations are not a payable service for patients over the age of 18.

Mr. & Mrs. ******* signed a patient acknowledgement form indicating that if the insurance did not pay for the services received, they are ultimately responsible for any charges incurred. I have enclosed a copy of the form signed by Mr. & Mrs. ******* on the date of service with highlighted areas indicating prior notification was made to the patients’ that acceptance of any insurance does not guarantee payment and that the patient is ultimately responsible for charges incurred.

As a courtesy to the patient, the system has reduced the cost down to the self-pay rate of $25.00 which has been paid and both account balances are closed and paid in full.

Thank you for allowing me to review and discuss this account.

Sincerely,

****** ****

Billing Manager

Mollen Immunization Clinics, LLC

v

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I were at SAM's Club shopping and there was a Mollen immunization clinic setup in the store. Initially I was not interested because I am able to receive a free flu shot at my work. I decided to check with the immunization clinic representative because if the shots were free with my insurance I felt it would be more convenient to go ahead and receive the shots at that time. After repeated verification and reassurance from the Mollen representative that there would be no cost to me or my wife for the services based on our insurance we agreed to receive the shots. There was no upfront cost as promised but 6 months later I received a bill for the price of the service. I have had no changes in insurance provider or coverage before, during, or since the time of service so the representative provided me with false information inorder for me to accept their services.

Desired Settlement: I desire for this matter to be resolved by receiving a full refund of the service amount for both me and my wife ($25 x2 = $50).

Business Response:

Mr. and Mrs. ***** received flu vaccine services from our mobile clinic on 10/21/2011 at the local Sams #4728. At which time they were each presented with a patient consent form to read thoroughly and sign prior to receiving the services. Both harold and Hann completed the patient consent form indicating that they requested the charges be filed with their health insurance, Humana. This option is available to those patients that hold a contracted insurance which Mollen is a participating provider with.

Their claims were filed on their behalf to Humana on 12/14/2011 once the consent forms were processed at our headquarters. Humana denied both charges in error on 12/23/2011 to patient liability as non-covered and routine services. At this time, Humana also sent the Jenks' an EOB (Explanation of benefits) reflecting the denial of their services. The first statement was generated and mailed to each patient on January 17th and consecutively 30 days each month there after. Upon reviewing this complaint filed, we have contacted their insurance and spoke with a Humana representative that indicated they processed the claims in error and did not process according to their wellness benefit. She apologized for the mistake on their part and is having both ****** and *****'s claims for the flu shots reprocessed allowing to their wellness benefit.

This is not a mistake on the behalf of Mollen and it is ultimately the patient's resposnibility to ensure their insurance processed claims properly to their selected benefits which they are entitled to. It is also the patients responsibility to know and understand their benefit guidelines, limitations and coverages. At this time, they can disregard the statements received as Humana has identified their mistake and are processing their charge under reference number: ************. Mr. and Mrs. ***** will receive another EOB from Humana once the claim has finalized and determination has been made for the charges incurred. If no payment is made for either patient, I would recommend they contact their insurance at the number listed on the back of their insurance card and discuss why their insurance is not covering their charges.

Thank you for your time and allowing us to assist.

****** ****

Billing Manager

Mollen Immunization Clinics 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On October 22, 2011 I went to a Mollen Immunization Clinic in the Walmart store #2336, *** ****** ***** *** ********* ** *****. I spoke with the nurse and asked if there was a fee and she took my insurance card and after checking her computer, assured me that there would not be. She then offered that I could also receive a pneumonia vaccination if I chose and again, there would be no fee to me. I specifically asked her to check this again she assured me again, no fee. I recently received a bill from Mollen Immunization Clinics II, LLC for the pneumonia vaccination - the amount was $75.00. I called them up and asked why this was being billed to me and a woman named **** replied that my insurance company refused to pay the claim. I then spoke to a woman named ***** who does all the billing to ******* ******* and she told me that they had no contract with H-P to give the pneumonia shot. I asked her why their representative at Walmart didnt know this and she had no answer. She then made threats about sending this to a collection agency. I then went on-line and saw many similar complaints about Mollen and that the BBB was able to resolve them. Thank in advance you for your help.

Desired Settlement: I have not as yet paid this bill, I am still exploring my options. I would like them to drop the charges without hurting my credit rating.

Business Response:

 

 

The customer presented himself at the local Walmart store #2336 on 10/22/2011 with a request to receive the influenza vaccine and pneumonia vaccine. The customer was presented a patient consent form to complete and sign indicating he understood the health risks and the financial liability of receiving both vaccines. The customer completed the form with the request to bill all charges first through his insurance carrier Harvard Pilgram and then bill him for any charges that were not paid or covered by his insurance company. The customers flu vaccine was paid in full by his insurance carrier, however, they did not pay for the pneumonia vaccination and assigned the charge to the patient's financial liability.

As a courtesy, we have reduced the charge of the pneumonia vaccine to the cash pay rate of $75.00 which he is welcome to make payment on if necessary. The customer signed a document that clearly stated that "acceptance of your insurance does not guarantee payment by your insurance company", "Ultimately, you are responsible for any charges not paid by your insurance company", and "I fully understand that I will ultimately be responsible for any charges". Copy of the signed consent form is attached for reference.

We will not turn this balance over to collections as long as there is payments being made to the account. If the customer would like to arrange payment, he may contact our billing department at ###-###-#### and speak with one of our billing service associates.

Thank you,

****** ****

Billing Manager

Mollen Immunization Clinics, LLC

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When arriving at the clinic, I was told BY THE NURSE WORKING FOR THE COMPANY that my insurance would cover the cost of my flu shot. She even CALLED in and verified that my insurance would cover the shot. Two days ago (2/22/12), I received a BILL for $25 saying that my insurance did not cover the flu shot. My wife received a letter today (2/24/12) with similar information, stating that our insurance did NOT cover the shots. My wifed called and the woman she talked to got snotty and told her it was her responsibility because of she is the policy holder. I decided to call myself and spoke to a *****, who was not as nasty as the woman my wife had spoken to, but she was unable to help me so I asked for a supervisor. The supervisor got nasty with me. I explained that since the NURSE was the one at fault, we should not have been required to pay for the shots. She offered to take $5 off the shots, but she refused to help anymore, which is hypocritical, since the mistake came from THEIR end NOT mine. Supposedly, they accept our insurance company, but since it is ******** based in Ohio they would not cover it. We WERE NOT told this at the time of service rendered or we would have chosen to go somewhere that took our insurance.

Desired Settlement: I think that the $25 my wife and I paid for our flu shots should be paid in full by the Mollen.

Business Response:

In response to Mr. ******’s complaint;

Mr. ****** was seen on 09/09/2011 and provided ****** ********** (see attached copy of consent form) as his primary insurance. Mollen Immunization Clinics hold a contract with ****** **********, however all claims are processed to the patient’s policy. This is not information that the nurse nor our general office staff would have knowledge of as each policy is individualized to the patient’s company or individually purchased policy.

Mollen Immunization Clinic’s submitted the claim to ****** ********** and received a denial as this Mr. ******’s policy is a ******** policy and he is required per his policy to seek care only from his PCP. This is information only the policy holder would have.

Mr. ****** was offered a settlement as well as a payment plan and declined both options.

On the consent form attached you will see the area where Mr. ****** agreed to accept financial responsibility for all unpaid charges by his insurance.

If you require any further assistance please feel free to contact our office.

Sincerely,

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

Billing Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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


 

 The reason that i am rejecting this is because it is complete garbage and half truths that is being offered.  I will take them step by step according to what the reply had said.

 

Mr. ****** was seen on 09/09/2011 and provided ****** ********** (see attached copy of consent form) as his primary insurance.

-I gave the nurse there my card that says "****** ********** Community Plan" on the top.  The Nurse called and verified this information with her company and assured us that we were covered.  We were told to just put ****** ********** on the form because the entire name would not fit.

Mollen Immunization Clinics hold a contract with ****** **********, however all claims are processed to the patient’s policy. This is not information that the nurse nor our general office staff would have knowledge of as each policy is individualized to the patient’s company or individually purchased policy.

-When the nurse contacted her company to verify coverage, they could have ran it through to see if it would have been accepted.  I am assuming since it was denied that this was NOT done and we were just told that it is ok.  Stating that your staff have no knowledge on how the insurance is covered is a complete failure on the part of a medical specialization company I would think.  Your staff should be trained to handle such instances.

Mollen Immunization Clinic’s submitted the claim to ****** ********** and received a denial as this Mr. ******’s policy is a ******** policy and he is required per his policy to seek care only from his PCP. This is information only the policy holder would have.

-My PCP was out of stock at the time and was told that we were not able to get a vaccine until two months later.  I am able to go to other places to receive this vaccine.  Even my pharmacy would provide this vaccine, (I wish I knew that at the time...) and are able to bill my insurance.  

-The statement above by Mollen is a half truth.  When I called into Mollen to discuss this bill, I was told that Mollen DOES NOT cover ****** ********** Community Plan.  They do cover ****** **********.  The nurse that had my card could have seen that was the name of the policy that I had since it is written across the top of the card.  Since this was verified over the phone by the nurse on site (which informed us that she was not given a list of covered providers, like she should have been.  And she said that she has called in various cards that day)  I feel that this is not something that I should be responsible for.  It was not an error on my part and using that form as a "Legal Document" to try to force me to pay it as was stated over the phone is not a very clean way of conducting business. 

Mr. ****** was offered a settlement as well as a payment plan and declined both options.

-Yet again, NOT TRUE.  I was offered $5.00 off.  I told her at the end of the call, "Give me whatever discount you want and send me a copy of all legal documents that you have according to my wife and I, and I will call you back then.  A payment plan is more of a slap in the face because I was NOT AT FAULT and you feel that I do not have the money to pay this?  I do.  It is the principle of the matter.  I am being forced to pay for something that is NOT my fault.

On the consent form attached you will see the area where Mr. ****** agreed to accept financial responsibility for all unpaid charges by his insurance.

-Where is the part on the consent form that says that Mollen is responsible for all errors conducted by their business including but not limited to billing?  If you wish to play this game, let me ask you this.  When I called and talked to the manager, her words were "There is no proof that the nurse called to verify coverage.  I wasn't there."  Well, if you weren't there, where is the proof that I signed it?  You weren't there.  I could play that game if I wanted to.

If you require any further assistance please feel free to contact our office.

-No.  I am done contacting your office until I receive whatever paperwork that I requested.  I will conduct my responses through this website, or over the phone when I receive those documents.

 

The last thing that I will say is this.  Judging by the other numerous complaints against this company and the fact that 90% of them are over billing, Mollen needs to learn their business and practices a bit more in order to avoid issues like this from happening.

If your Staff are that ill educated as to what insurance is covered, why are they approaching EVERYONE that walked by in Wal-Mart?  

Please feel free to reply to me if you wish.  But I still do not feel responsible for this bill or my wife's bill when we were told that this was covered and that it was verified over the phone.

Have a nice day.

 

Business Response:

In response to complaint by Mr. ******;

Mr. ****** provided his ****** ********** insurance card at the time of service. Mollen Immunization Clinics holds a contract with ****** ********** to provide services to their members. Mr. ******’s policy does not allow him to obtain these services. This is not information our nurse would know as this information is given only to the policy holder. Mollen Immunization Clinics unfortunately did not have the capability last season to verify insurance other than verify if Mollen hold a contract with the insurance, which in Mr. ******’s case we do. If Mr. ****** does not feel that this statement is his responsibility he will need to reach out to his insurance carrier. Mr. ****** did not request copies of his paperwork during his call to our office, however I will be more than happy to provide this information to him. The discount and payment plan are still available to Mr. ****** if he would like to take part.  

If you have any further questions, please reach out to our office.

Sincerely,

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

Billing Manager

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/24/2012 Problems with Product/Service
5/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 5, 2011, I was approached at a ***'s Club (**** ******* *** ******** ** *****) to ask if I wanted to receive a flu shot. They said it was covered by insurance plans. I gave them the information about my insurance, ****** Gold Plus and I was told that the flu shots indeed were covered by ******. It was a shock to then receive the bill from Mollen Immunization Clinics stating that the service is not covered by my insurance. This was false advertising. This was advertised as a FREE Flu Shot. They checked my insurance info and confirmed that I would owe nothing. I am contesting this bill through my insurance but would like to also publicly file a complaint. I would NOT have gotten my flu shot there if I had known it was not FREE.

Desired Settlement: I would like for them to remove the $24.00 charge they say I owe them.

Business Response:

In response to the customer regarding the balance on her 2011 seasonal flu vaccine of $24.00.

The customer received her flu vaccine on 11/05/2011 at the Sam's store #4775. Prior to receiving the vaccine, she was required to complete and sign a patient consent form outlining the contraindications and financial responsibility of receiving the vaccine. The customer advised that she had insurance coverage through ****** **** ***s which Mollen is a preferred provider per contract. Upon administering the vaccine to the customer, she acknowledged that acceptance of the insurance does not guarantee payment for the services rendered and payment is based upon the policy. Ultimately, the patient is responsible for any charges not covered by the insurance. (See attachment for the acknowledgement of this statement)

The claim for the services rendered was filed to ****** which processed with a denial to patient as the patients benefit level does not cover this service. Further research was made per this complaint to the customers insurance carrier in which we spoke to 2 separate ****** representatives that explained that she has elected a benefit policy that has limitations and exclusions under the benefit that require all medical care to be administered by a provider within the "******* ****** Foundation". This is a benefit specific level that only the patient would know and is required to know per their insurance coverage limitations. This balance will remain at the patient level at the self-pay discounted rate of $24.00 as the customers insurance benefit level will not allow her to seek care outside of the "******* ****** Foundation" medical center.

If the customer would like to obtain this same information to her benefit level, the reference numbers to the 2 calls made today with her insurance carrier are: ************ (****) and ************ (****)

 

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

Billing Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a Flu shot immunization in a local Wal-Mart on Oct. 15, 2011 from Mollens Immunization Clinics. Today, April 13th, 2012, I received an invoice asking for $25.00- yet, I was assured many months ago that they said the insurance company would pay for everything.I will not pay for the bill. Upon receiving this invoice, I immediately searched for information on this company and have reason to believe, according to RipoffReports, this is a scam. I refuse to give my credit card information. My checking/debit card is vulnerable if I send a check- in one of the reports, someone had her debit card information stolen. Others who have paid off their invoice receive another in the next month. I've also read that it is impossible to speak to someone in charge- the phone number provided is actually linked to a collection agency who cannot stop a charge, but merely dance around complaints. I will try first thing in the morning, but I'm not expecting much.Most importantly, I believe this company to be a fraud, as everyone who checked RipoffReports after it was too late, knows. I submitted paperwork in last October regarding my insurance company. They said everything would be handled. I hope everything was handled, since they will not see a cent from me. Link:http://www.ripoffreport.com/directory/Mollen-Immunization-Clinic.aspx **and** http://www.ripoffreport.com/directory/mollen-immunization-clinics.aspx

Desired Settlement: Please investigate, if possible. Mollens Immunization Clinic LLC has a good rating, but many have reported them to be dishonest, both in hiring and in sales.

Business Response:

The customer presented himself at the Walmart Supercenter #3869 on 10/15/2011 with the request to receive the season flu vaccine from our company. The customer presented his BCBS of ***** ******** ****** insurance card for claim submission. The customer signed the legal consent form that he as the patient receiving services "acknowledges that acceptance of your healthinsurance does not guarantee coverage or payment by your insurance company" and also acknowledged that "ultimately you are responsible for any charges not paid by your medical insurance company".

Mollen Immunization Clinics, LLC submitted the customers claim to ****** **** ** ***** ******** for payment consdieration to the services provided. To date, his insurance carrier has not made any payments or correspondance for the services rendered to Mollen Immunization Clinics, LLC. A call was made to his insurance carrier at which time Anthen BCBS of South Carolina provider representative Crystal G. advised that the customer has not has active coverage with them since 11/15/2009 and the Anthem BCBS of SC policy information provided by the customer on the date of service was not in effect for any health coverage. (See attached signed consent form completed by the customer)

The customer is responsible for the payment of his flu services provided on 10/15/2011. We welcome online payments which is included within the patient statement mailed to the customer and can be paid online at www.flushotsusa.com. The customer can also call our billing department at ###-###-#### and follow the recorded prompts to make a payment over the phone if he wishes to not provide credit card information over the internet as he mentioned in his complaint statement.

Thank you for your time,

 

****** ****

Billing Department Manager

Mollen Immunization Clinics, LLC 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: At a Walmart store in Chester, Illinois the representive for Mollen Immunization Clinics LLC said that my ****** ******** ********* would cover the cost of getting a influenza vaccine (fluvrin) shot. After being informed that the insurance would cover this shot I went ahead and got it. Later I received a bill from them for $48. I called them and was told the insurance would not pay and that I owed them the $48.They should not be saying that the insurance will pay.

Desired Settlement: Drop charges.

Business Response:

In response to complaint by Mr. ********:

Mr. ******** provided ****** ******** as his primary insurance at the time of service. Mollen Immunization Clinics submitted a claim on his behalf. ****** ******** denied our claim stating Mr. ******** has an HMO and has to stay within his HMO network.

Mr. ******** signed a consent form at the time of service which indicates that if his insurance does not pay he will be financially responsible.

Due to our nurse accepting this insurance which we do not hold a contract Mollen Immunization Clinics will accept responsibility and remove the financial responsibility of Mr. ********.

Mr. ******** can disregard this statement and any currently generated statement that he may receive in the next 60 days. We apologize in advance if he receives a second statement as our system is automated and a second statement has been generated and pulled for mailing already which we cannot retract.

Mr. ******** will be required to go through his insurance company for acceptable clinics for future services.

If you have any questions, please feel free to reach out to our office.

Sincerely,

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

Billing Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2012 Problems with Product/Service
5/8/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I obtained flu immunizations provided by Mollen Immunization Cinicss at Wal-Mart in ******** ** in late summer 2012. Mollen agreed to take our Medicare coverage and we provided them all the needed information for Medicare builling including our Medicare ID's. They have since billed us repeatedly for the immunization. We called them and they agreed that they would take the Medicare payment and not bill us, but the billing has continued. The most recent billing information says "Patient/insured health identification number and name do not match", even though we provided them our original Medicare issued ID cards.

Desired Settlement: Confirmation in writing that all charges for immunizations for ***** ******* and *** ******* provided on 9/22/2011 at Wal-Mart in ******** ** have been resolved with Medicare (or otherwise) and that our balance due is zero.

Business Response:

Mr. ******* provided his Medicare part B coverage on the day of 09/22/2011 on the signed consent form. Our system incorrectly read the numbers the patient wrote as they were not clearly written. The claim was then denied by Medicare as the incorrect Medicare number was filed at which time the patient was mailed a letter requesting they provide us with the proper Medicare id number as Medicare denied the claim for unable to identify Medicare member. This was mailed to the patient on 11/01/2011; 12/01/2011 and 01/15/2012. Mr. ******* did respond to our request on 01/25/2012 with the clear and correct Medicare ID number. This claim was filed to Medicare on 01/25/2012 and the claim paid by Medicare 02/16/2012 at which time this payment closed the balance on Mr. *******’s account for his 2011 flu vaccine.

 

I cannot answer to his comment surrounding the wife’s account without the written consent from the patient and her full name and DOB.

 

At this time, the Medicare payment made 02/16/2012 has closed the account and the last statement sent to Mr. ******* was dated 01/15/2012. This case has been closed with no further action required from the patient since 02/16/2012.

 

Should you have any further questions, please feel free to contact me,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a flu shot from their mobile clinic on 9/17/2011. I paid $25 via check prior to receiving the shot. They cashed my check on 10/3/2011. I have since received multiple bills requesting a payment of $25. The first time, I kindly sent a copy of my check with a note asking them to please look at their records - as they cashed my check. I have since received more notices to pay my outstanding bill of $25. This is now the 3rd time I have sent in a copy of my cashed check along with a note asking them to please stop billing me for services I have already paid for (and they cashed my check for!!). I understand it is only $25, however I find it completely ridiculous I have to keep dealing with this non-issue. Here is a copy of my most recent letter:This is the THIRD time I have sent you a copy of the check THAT YOU HAVE ALREADY CASHED. I paid at the time of the flu shot, and you cashed my check. I have enclosed FOR A THIRD TIME the copy of the check. You will notice it was made out for $25 on the day I received the shot(9/17/11). You will also notice where it is endorsed on the back and the money was taken out of my account on 10/03/2011.Please mark my file paid and STOP sending me a bill for the flu shot I have already paid for. Please call me if you have any questions but I cannot see what is so hard to understand.

Desired Settlement: I would like for them to mark my file as paid in full - as it has been paid in full from the beginning. I paid for my shot prior to receiving it - and they cashed my check and funds were taken from my account.

Business Response:

 

Our records have been updated. We would like to apologize for the invoices sent out clearly in error. The consent form was not noted correctly that payment had been received. The customer was kind enough to provide the proof of payment and her account has been updated. Again we apologize for any statements she received in error.

Sincerely,

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

Billing Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill statement for a flu shot that should have been covered under Medicare. They state "the patient/insured health identification number and name do not match". That is because they have missed spelled the name. We have called three different days and it is impossible to talk to anyone. They told us one time that there was a 128 min. wait to talk to a service rep. If you keep hit "0" you finnally get to leave a voice mail. They never return your call.

Desired Settlement: Call us to get the correct spelling and submit it to Medicare.

Business Response:

In response to compaint ID: *******

A call was made to Mrs. ********* ***** in reegards to the account in question. After obtaining the account number from the patient, it was advised that a Mollen billing representative did call the patient and spoke to her husband on 03/31/2012 at which time the proper information was obtained and corrected into out system. A new and corrected claim was mailed to Medicare services for the flu shot rendered on 10/03/2011. It was explained to the patient that the patient consent form which was filled out on the date of service was filled out with the last name in the first name field and vise versa with the last name, and furthermore that the name "*********" was misspelled by the patient on the consent form.

The account was corrected back on 03/30/2012 and a new claim has been filed to the insurance provided by the pateint and confirmed that Medicare is their primary insurance carrier.

Should you have any further questions, please feel free to contact our billing department at ###-###-####.

 

Sincerely,

****** ****

Billing Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After receiving a Vaccination From them in a local WalMart on !0/03/2011 at which time they excepted my medicare insurance as payment for the service.. I received Confirmation from Medicare that they where payed in full and that I owed nothing... Now on 2/25/12 I received a bill from them for the total cost for the immunizations which is $100.00... I have tried several times to contact them to get this fixed but no answer from them...

Desired Settlement: I would like them to send me a Statement saying that they were payed in full by Medicare.. (As they have been)Thank you, ***** *******

Business Response:

In Response to complaint ID: *******

 

Mr. ******* was treated for a sesaonal flu shot by our company on 10/03/2011 at which time he provided us with his Medicare Part B insurance for billing the cost of his charges. Our office filed to Medicare on 11/27/2011 at which time, Medicare denied the charges for Mr. ******* and has not made payment for the services rendered to date. Mr. ******* was sent a letter requesting he contact Mollen's billing department to assist in correcting the account so we can receive payment for the services rendered. Mr. ******* did not contact as requested in December and January and therefore was sent a bill for the charges incurred. As requested by the patient, I have attached the Medicare EOB (explanation of Benefits) to reflect that Mollen Immunization Clinics, LLC has NEVER been paid for the servcies rendered to him on 10/03/2011 due to the fact that he supllied us with the incorrect Medicare information required for proper billing.

The Medicare issued ID number will be a social security number followed by a single alpha prefix. In this case (see attached copy of the consent form completed by Mr. *******), he supplied the coverage type (A&B). This is incorrect. I have contacted Medicare to obtain the proper alpha suffix to his Medicare ID number and have refiled the charges back to Medicare at the Medicare contracted requirements. Medicare has indicated that he is not covered by an HMO or other insurance carrier, and thus should be paying for the services rendered in full at the contracted rate.

Two attachments will reflect the consent form completed and signed by Mr. ******* showing the invalid Medicare ID and the Medicare summary notice highlighting that Mollen Immunization Clinics was not paid as Mr. ******* has stated. To protect the privacy of Mr. *******, valuable information has been removed to only disclose the last few identifying digits.

Shouls Mr. ****** have any further questions, he is requested to contact Mollen billing department at ***********8.

Thank you,

 

****** ****

Billing Manager

Mollen Immunization Clinics, LLC

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company's representative nurse in ***'s club quoted me the cost for a flu shot after my insurance reimbursement would have been no more than $10 in Oct 2011 and I agreed to have it done while visit in ******. Jan 2012, I had a bill from Mollen for 24.80, I challenged the bill over the phone and was told that was just the copay after my insurance's reimbursement. My insurance statement clearly showed that Mollen got paid $24.80 from my insurance company already. The ###-###-#### number of Mollen has putting me on hold and wasted so much of my time. Consumers are being ripped off by this business practice.Birthday **********************Sincerely********* *****

Desired Settlement: $24.80

Business Response:

March 12, 2012

In response to complaint by Ms. *****:

Ms. ***** was seen at our clinic on 10/06/2011. At that time Ms. ***** completed a consent form indicating she had United Healthcare as her primary insurance. Due to our clinics inability to verify insurance our nurses are trained not to accept co-pays at the time of service as we are unable to determine how much an individuals co-pay will be.

Ms. *****’s insurance was billed and her insurance applied $24.80 to co-pay. Mollen issued a statement to Ms. ***** in this amount as per her insurance policy.

Ms. ***** submitted payment, check number ****, for payment in full. This was applied to her account on 02/09/2012. The same day her insurance reconsidered her claim and made a payment in the amount of $22.32 only leaving $2.48 as patient responsibility. Our office submitted a refund request to our finance department and a refund was issued to Ms. ***** on 02/22/2012 in the amount of $22.32.

Mollen Immunization Clinics at no time will advertise our services as ‘free’. Our nurses do state to the patient that there is no out of pocket cost at the time of service. The consent form that Ms. ***** completed explains in two locations that we will bill her insurance but any financial responsibility will be hers if her insurance does not cover the cost of the vaccine. I have attached a copy of both signature lines.

Once her insurance reconsidered her claim a refund was immediately sent to Ms. *****.

Ms. *****’s account is closed and a refund as requested was completed prior to complaint being filed.

If you have any questions please feel free to contact our office.

Sincerely,

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

Billing Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 09/02/2011 got flu shot Walmart #1362 went back 09/16/2011 to get pneumonia shot at same..the nurse gave me another flu shot ,discovered this 03/05/2012 when i checked medicare paper showing billing for 3 shots ..Mollen had sent letter wanting payment when medicare rejected on 2/07/21012..called to tell them medicare showed same number 3 times..Mollen called back 03/05/2011 to tell me mistake was made and I received 2 flu shots and no pneumonia..I went all this time thinking I had coverage

Desired Settlement: How many other seniors was this done to,,Walmart tells me they no longer do business with Mollen M how do I know if they change charges with Medicare since they only cover Pneumonia shot once.

Business Response:

In response to complaint by Ms. *****: 

Ms. ***** had two separate dates where she visited our clinic. On 09/02/2011 Ms ***** completed our consent form indicating the was interested in receiving a flu vaccine. This was provided and billed to Medicare. On 09/16/2011 Ms. ***** completed a second consent form indicating she was interested in receiving a flu as well as pneumonia vaccine. The pneumonia vaccine was not provided at that time. 

When a patient comes on two separate dates of service there is not a way for our nurses to know without the patient telling them that they had prior services.  

Ms, ***** indicates Mollen billed for three separate vaccines in her complaint. That is inaccurate. Only two vaccines, both flu, were billed on her behalf to Medicare.  

Ms. ***** contacted our office and indicated she only wanted one flu shot and that she had wanted a pneumonia vaccine. It was noted to her at that time that a pneumonia vaccine was never provided.  

Mollen at that time due to the confusion of the multiple vacccine’s immediately adjusted her balance to zero as Medicare only paid for one vaccine. There is no patient responsibility.  

This adjustment was done prior to the complaint filed with the BBB. 

If you have any further questions please contact our office. 

Sincerely, 

 

Heather White  

Billing Manager 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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