Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had services from multiple entities but namely disputed charges from 4.2021 with ***** ****** ********* *** ******. The attached documents explain the dispute, due to competency of care. Formal complaints were filed through the hospital as well as MBR. I recently requested billing statements for bills my now-deceased father was paying. To my surprise, I received an outstanding billing statement for myself that I had understood to all be resolved. After speaking with a representative with MBR on 8.9.2023, it was explained that although my dispute was filed on 10.2021, they failed to submit this to ***** ****** until 3.2023. I was shocked and asked if this was the typical processing timeframes, to which I was advised 'no'. I was also told that they'd adjusted off around $99 for the dispute, which is not reflected on this statement. I never received a statement or notice that I still had an outstanding balance. MBR is not willing to accept any responsibility for not following normal procedure for whatever reason, and this charge coming to my attention well over 2 years after the initial services were provided.

  Business Response

  Date: 09/12/2023

  We appreciate the concern brought forth by *** **** and, in talking
  with *** **** recently, we sincerely apologized for the system error causing the delay in
  getting her dispute presented to the client to respond. There were two bills
  related to the same date of service, one for observation care/discharge and the
  other for professional fees.  Ms. Dove’s dispute was ultimately presented
  to our client and the balances confirmed to be just, although the client did
  graciously agree to write-off the observation care/discharge fees of $99.65.
  The $99.65 was a separate bill as explained above and would not have been
  included in the itemization provided of the balance due, sent from MBR July 28, 2023.  MBR is no longer handling any additional balances that may be
  due from *** **** but will send a copy of the statement for the disputed
  charges that were written off so she may have confirmation that did occur. 

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have NEVER, past or present, until this response, been made aware that there was TWO bills! Regardless, the interest that is being charged on the balance is not due to an error that I made, but an error on MBR's account. Directly after I submitted the BBB complaint, MBR turned this over to ***** with whom I have also filed a dispute. I sincerely feel that there is malicious treatment, as I was told over the phone that the account would be noted to prevent it from being turned over to collections to provide me time to do research, again because I was not aware of this bill and it was brought to my attention 1.5 years later due to MBR not submitted for the dispute. DIRECTLY after filing the complaint I received a statement WITH INTEREST CHARGES from *****
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 10/03/2023

  We are in receipt of the additional communication from the consumer
  rejecting the previous response as she was not aware there were two bills and
  believes that referral to a collection agency (*****”) was done maliciously
  after the complaint was filed with the BBB.  This is not the case and is
  not how MBR conducts business.  The following is a timeline that depicts
  when the transfer of the open balance occurred as it relates to the complaint
  made to the BBB.  It has also been confirmed as of September 14, 2023, the
  balance with **** has been resolved and there is no balance due from the
  consumer, and **** notified the consumer of account resolution via written
  communication.
  
  MBR referred the open balance to a collection agency on
  August 21, 2023
  Consumer filed complaint with BBB on August 28, 2023
  BBB sent letter to MBR regarding dispute on August 30,
  2023
  BBB letter was received by MBR on September 6, 2023
  MBR filed its response to the compliant on September
  12, 2023
  BBB sent 2nd letter to MBR regarding response
  to dispute September 22, 2023
  BBB letter was received by MBR on October 2, 2023
  MBR filed its response October 3, 2023
  
  The matter of there being two bills was indicated on the initial
  statement from the client and on the MBR billing statements sent June 14, 2021,
  and July 12, 2021, reflecting a charge for $99.65 and a charge for
  $444.41.  Additionally, in subsequent phone conversations with the
  consumer on October 6, 2021, and Augst 9, 2023 the two charges were
  discussed.  On the August 9, 2023 phone call, the consumer was advised of
  the $99.65 charge being written off, but that the $444.41 was still owed,
  although the consumer stated that she wished to contact the client
  directly.  MBR later verified with the client that the consumer had not
  reached out to their office, so the account was referred to a collection agency
  on August 21, 2023, prior to any complaint being received. 
  
  We regret that the technological issue mentioned before created a
  snowball effect as it relates to the timing of when the additional balance was
  referred to ARSI. We have taken steps to resolve the anomaly internally. As it
  relates to this specific consumer, her complaints have been heard and as all
  balances are now resolved, there is no reason for her to be further impacted by
  MBR for the accounts in question.