Reviews

Review Details

• Review fromCharlotte C

  Date: 04/20/2023

  1 star
  Terrible billing company with managers that do not have any sense of urgency or ability to be thorough in their job. I have had a horrible experience attempting to navigate a situation with my daughter's account with Tri-state Orthopedics because of an error on their end resulting in never receiving a statement in the mail, being sent to collections despite trips and phone calls to the Pollux office and Tri-state Ortho to rectify the situations. We've been asked multiple times to pay more and more without ever receiving a statement, we paid $825 and now being told to pay the collection agency another $550 without any reassurance of it not negatively affecting my credit report. Tri-State Ortho has tried to be as helpful as possible but with billing being handled by an outside system there is a breakdown in communication that has resulted in statements being sent to the wrong address, no one with the billing company ever reaching out to me about the outstanding balance, the first contact for me being a collection agency, and wasted time/energy attempting to get to the bottom of what I actually owe. Sarah, manager with Pollux, was unsympathetic and nonchalant about the mess they've created. Her only instructions were to pay the collection agency and trust they had the corrected amount this time. No explanation of what went wrong or offer to provide statements of services provided and what we actually owed. I had to request those over and over, hopefully I will actually receive them this time. I feel this was handled in the most unprofessional way and their resolution of "pay more money" is inadequate. They have managed to make an already confusing matter of healthcare payments chaotic and I have lost trust in continuing services with any company that utilizes them for billing. It should not take 7 months to get answers but still be left with uncertainty if this nightmare billing situation will ever end.
  

  Pollux Systems, Inc.

  Date: 05/02/2023

  3/22/2023, Patient's mother called concerned about the account with the collection agency.
  3/23/2023, Patient Services Manager called and left a voicemail concerning the call the mother made the day prior. There was no return call from mother until 4/20/2023. The mother called because she received a call from the collection agency. 04/20/2023 @ 11:41 a, the manager returned the call to the mother, explaining the balance with the collection agency. She also mailed an itemized statement to the mother.
  I do show six different statements being mailed to the guarantor. There was an original address that was provided for billing, which was changed by the mother call in on 09/19/2022. I do show statements did originally go to the first address and the updated address, after the change.