Complaints

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• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These transactions are multiple and range back over the course of the last several years, but for the purposes of this complaint we'll focus on the last year. I owe Compass Health absolutely nothing. Zero dollars and zero cents. My health insurance is through ******** and as such I have a zero dollar copay and I have purchased absolutely no additional or extra services through Compass - there is literally no possible way that I COULD owe them anything. Wait until you see what their (very intricate and super dooper professional billing statements look like). However, with that being said, they have decided that I now owe them $250 for a MISSED APPOINTMENT. Obviously, even if it were true that I'd missed an appointment my balance would be zero dollars as ******** does not allow providers to bill patients' ******** for missed appointments. However, the best part of this, is that the missed appointments were due to their providers "missing" our appointments. You see they don't have real appointments, everything is done via telehealth, and these $250 appointments are based on an average of a 3 minute and 12 seconds phone call.* So, as a patient, we are given an appointment time during which we are to wait for a call - that's fine. However, as these providers are very busy, frequently these appointments occur well out of the scheduled times. Also fine. What's not fine I'd the temerity that comes along with the provider scheduling an appointment, provider missing said appointment, and then BILLING ME for their incompetence. Now, in order to see my provider, Compass is requiring that I pay $250. However, when I ask what that $250 possibly consists of, their verbatim response was "You can't see the details of the bill until you pay the bill." So I can't receive medical treatment until a pay a bill that has no justifiable explanation. And it's only taken 2 months of unreturned phone calls to get to this point. They take their ethical oaths very seriously.

  Business Response

  Date: 08/13/2024

  The balance in question has been removed from the account since we were not participating with their ******** plan at the time; patient is not liable for any out-of-pocket expenses. The patient was contacted via the telephone number on file ending in **0699 on August 13, 2024, however, there was no response on the patient's end. A detailed voicemail was left informing the patient they are not responsible for payment and the account has been adjusted to reflect a zero balance. Additionally, an email was sent to the patient summarizing this information, **************** was also advised to contact the ****************** for any future inquiries or concerns should any arise.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22118656
  
  I am rejecting this response because:

  Don't, for a second, think that any of this is true. Yes the removed the fraudulent (it's ******** fraud pure and simple and it's common practice for them) charge which appeared on my account - but the remainder of what they say isn't just false
  , it's demonstrably false. Let's look at the math on this - were it to be true. Before we break this down - let's absolutely address their claim that a scheduler will or would have called me. Did they? Absolutely not - they are Compass Health they couldn't care less that I've been out of my meds. Absolutely nobody has reached out. Just more negligence (like for reals) this is textbook abandonment by a medical provider.
  
  
  Compass says that they called me earlier in the day and left me a detailed voicemail. Well considered that they sent me this email at 6:42 AM my time, I'd say that even receiving a phone call at this time would be concerning, not just unprofessional. But it gets better - according to the (very fake, as I'll explain below) screenshot which they sent me.... said call would have actually occurred at 5:42 AM - yeah that's interesting that they seem to address my case at 42 past each hour, but I digress. Even HAD they called me at 5:42 I would have been awake and would have answered. At a minimum, my phone would have showed a missed call - even if I were In bad cell area (my reception at home is perfect) and MY PHONE didn't ring - the call would have shown up in bracketed asterisks, a single bracket for a call not routed through with no voicemail, double asterisks for a call routed through but no answer with a voicemail left, and triple asterisks for an unknown number not routed through but for which a voicemail was left. Please refer to screenshots 1, 2, 10, and 11 to see that absolutely none of these happened.
  
  So let's focus on my submitted Screenshots 3-7, and obviously 8 the "Screenshot of the early morning call" and also scteenshot 9, the very brief metadata analysis of the "call." And why am so focused on this - just to prove that not only are they liars, when accused of wrongdoing their gut response is to cover it up with another lie. For the sake of time, I only included the metadata analysis of the Screenshot, because it only proves one thing. Either ****** edits the metadata in every other email she sent, but just forgot to edit this one, or we have a Liar Liar Pants on Fire situation here because according to the metadata, the "current call" was made AFTER the other emails were sent,  but PRIOR to when when she sent the email it was attached to. Which would make sense since it's not in real time, but the problem is that the screenshot was taken prior to my request for said screenshot, but it was just saved prior to sending - yet the accumulated amount of time the file existed (regardless of her 4 or 5 ******* GMT value which was different than any other email she sent) was less than any of those values. Uh oh - something seems fishy.... oh well, combining those boring details with the fact that their magical phone system couldn't reach my phone, or even my phone's carrier network, but somehow a message was left. ******, I don't expect you to know the artist, but can you describe the song greeting which I've had on my voicemail for like 8 years or is it suddenly slipping your mind?
  
  Well, as *************** says, "That's all I really have to say about that." Please refer to my last and final screenshot #**, well lookie there, look who else other that he BBB is taking an interest in your lies? Lol - good luck, eh? In closing, I don't remember much from when I was an infant, but I do remember being like 3 days old, 1977, and my great, great grandfather sat me on his knee and said "I don't even remember which world War I was in, but my Colonel sat me down and said, "I wish you nothing but the best but no matter what you do, always clear your metadata." Now like most 1 week Olds living a few decades before metadata would even be a thing, I didn't quite get it. Makes sense now, eh ******?
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/21/2024

  Upon being advised of the issue and incorrectly billing the client, the account was taken care of; there is no balance, and therefore the complaint has been resolved.  

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22118656
  
  I am rejecting this response because:

  The purpose of resolving the fake billing - or should we call it what it is, which is fraudulent billing - was to be provided medical care. Of course the account was zeroed out - I never received any care for which I was billed. The problem isn't just fraudulently billing insurance companies/ government agencies, it's DENYING CARE TO PATIENTS because fraudulently billing them sounded more fun. I'm not alone, read the entirety of the 1 star reviews. 

   

  In their last correspondence with the BBB, Compass further doubled down on their lie that someone had contacted me by phone. I submitted conclusive and objective proof that they didn't. To this day they have never had a provider call me and not a single medication has been filled. I've been out of medicine for months. The EXCELLENT NEWS is that the Colorado ****************** for Mental Health has not just accepted my complaint, they've assigned an investigator to my case. Subsequently, the Department of Regulatory Affairs has also assigned an investigator to this case, and in turn that investigator has confirmed that ********* possibly ********* has opened a formal investigation in to Compass, and they've already received documents from several people. 

  This provider is murdering people - allowing patients, MENTAL HEALTH PATIENTS, to kill themselves because their providers have ignored them clearly rises above any levels of negligence or carelessness. 

  
  Sincerely,
  
  ***************************