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:03/10/2025

  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 was seen in Colorado Springs Colorado at a UCHealth emergency room visit on 12-27-2023. I provided them with my insurance info at my visit. My insurance info was not pulled up correctly because I live in Alaska and our Aetna is billed differently than that of Aetna in Colorado. I told them to follow the instructions from my card for billing. However, I was put as self pay because the employees couldn’t get the system to work. After my visit, I call my Aetna insurance to ask for help in getting my info billed correctly. Aetna called uchealth to provide them step by step instructions on how to bill my claims. All my claims were paid in full by my Aetna due to reaching my max out of pocket for the year. I then got a bill in the mail from PMC Peak Medical Care / Assistency LLC for $1207.00 from my visit on 12-27-2023, this was a doctor or PA “******* *********” billing me for the ten minutes she seen me. This bill stated I was self pay with no insurance and I needed to pay asap as my bill was being handed over to collection's. ********* Associates **************. Per the statement sent to me it stated to upload insurance info to *************** if insurance info was not correct on file. I did this on April 26 2024. I got another statement from them after April along with a text from ********* stating I was in Collections, note I provided them my insurance info, it had not been billed, yet they sent me to collections anyway. So I called peak medical care to ask why I was being sent to collections if my insurance had not been billed. I talked to a *******, she stated she was going to put my account into review. I asked if she was going to notify the collections to stop coming after me, she said no. I sent my info to the *************** again on 1-15-2025 as my insurance still had not been billed. I noticed today, 3-5-2025 that my insurance has been billed on 02-27-2025. I called peak medical care today, they keep hanging up on me. I just want this resolved, please help

  

  Business Response

  Date: 03/10/2025

  Dear *** *********
  
  This letter is in response to your
  correspondence submitted to the Better Business Bureau (“BBB”). 
  
  The account
  in question is no longer being serviced by Assistentcy, LLC.  (ALLC) It is also my understanding that the
  original provider has submitted a claim to your health insurance carrier as you
  requested.
  
  Assistentcy,
  LLC. is only the billing service operating on behalf of the contracted medical
  provider.  As such, ALLC sends reminders
  to consumers but does not file uniform bills to carriers nor submit claims for
  processing.
  
  My records
  do, however, indicate receipt of your insurance card images on 04/26/24 and
  these were promptly forwarded to the provider for rebilling to your carrier.
  
  Upon
  completing this action on your behalf, the services ALLC provided for this
  account ended and the account was closed by our company.
  
  To address
  any further action on this account, you would need to contact the medical
  provider directly.
  
  I did review
  your recent telephone calls to our representatives and though we remained
  courteous and polite in our explanations, you chose to use vulgar language and profanity,
  and this is the reason the calls were ultimately terminated.
  
  Although I
  can empathize with your frustration, ALLC is unfortunately unable to assist you
  any further on this particular matter, and as previously stated, you will need
  to contact the provider directly to determine the status of your account or to
  resolve any further issues you may have.
  
  I wish to
  personally thank you for your correspondence and appreciate the opportunity to
  alleviate your concerns. Assistentcy, LLC. has now responded and considers this
  matter closed. 
  
  Sincerely,
  
  
  Scott
  Allan Tacke
  Director
  of Compliance

• Initial Complaint

  Date:04/23/2024

  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.

  On December 13, 2023 an ER visit was attended by the named and care was substandard provided. Care was refused, and named went to another clinic where meningitis was confirmed and severe threat was imminent.
  The state has protections against 'suprise billing', and disallows providers to add provider billing without knowledge of the caree. The medical bills were completely covered by the VA, who promises a 0$ out of pocket care coverage for the named.
  
  Every couple of weeks, letters are sent to an incorrect address with the named's ER visit date, provider, and hospital. This amount continually changes in due value, and operators of the Assistency LLC are unable to confirm which provider they work with to achieve this information. They require payment before any information is given, as if they are a collections agency.
  
  Their practices are shady, their operators are rude, and we now have recordings of operators lying about the safety of the named and using foul language. This is inappropriate for any business, but is especially insidious as the total amount changed from $7k to $20 over time. We can only hope it goes away.

  

  Business Response

  Date: 04/24/2024

  Dear *** ******:
  
  This letter is in response to your
  correspondence submitted to the Better Business Bureau (“BBB”). 
  
  The account
  in question is no longer being serviced by Assistentcy, LLC.  (ALLC) It is also my understanding that the
  original provider has adjusted the amounts to reflect a balance of zero.
  
  Assistentcy,
  LLC. is only the billing service operating on behalf of the contracted medical
  provider.
  
  Assistentcy,
  LLC. is not a collection agency.
  
  Moreover, and
  contrary to your allegations, my records indicate we have not had any telephone
  communication with you since the billing of your account began in January 2024.  As such, ALLC categorically denies any
  statements regarding our representatives “lying” or using “profanity”.
  
  The only
  communication we’ve received was from an unauthorized third-party who was
  inquiring about your charges, but refused to identify themselves and,
  therefore, no information was disclosed.
  
  In essence,
  we agree to your desired resolution. 
  Namely, there will be no further contact regarding the amount listed
  above by our company due to the billing adjustment initiated by the original
  provider.
  
  It is my
  understanding that a representative from the original provider will reach out
  to you to discuss any billing concerns you may still have.
  
  I wish to
  personally thank you for your correspondence and appreciate the opportunity to
  alleviate your concerns. Assistentcy, LLC. has now responded and considers this
  matter closed. 
  
  Sincerely,
  
  
  ***** ***** *****
  Director
  of Compliance

• Initial Complaint

  Date:03/25/2024

  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.

  My account was sent to collections 3/1/2024 despite being paid 2/26/2024.

  

  Business Response

  Date: 03/26/2024

  Dear *** *********
  
  This letter is in response to your
  correspondence submitted to the Better Business Bureau. 
  Your
  statement indicates that the provider has referred the above-referenced account
  for collections despite having been previously paid in full.  I want to take this time to address your
  concerns regarding this matter.
  
  First, it
  might be helpful to explain that Assistentcy, LLC is merely acting as an
  extension of the healthcare provider’s business office.  We have been asked by the provider to contact
  patients such as yourself to aid with their billing and to assist them in
  understanding and resolving their balances.
  
  In this case,
  Assistentcy’s service on the account in question ended on 03/15/24, at which
  time the balance remained $369.59, and payment had neither been received by
  Assistentcy, LLC. nor by **** ******* ***** *****  After that date, it is the provider’s sole
  decision, after review, as to whether to refer the account to a collection
  agency.
  
  Although
  Assistentcy is no longer servicing this account, as a courtesy to you, our team
  contacted **** ******* upon receipt of your complaint today and have been
  advised the balance currently remains $369.59. 
  In short, payment has still not been received nor posted from your
  transaction with ****** ********** ******
  
  Unfortunately,
  there are often delays in these transactions experienced by either the
  insurance carrier and/or the provider which can certainly be frustrating.
  
  It may be
  advisable to contact UHC directly to verify the precise date and manner in
  which your transaction was forwarded to the provider.
  
  I wish to
  personally thank you for your correspondence and appreciate the opportunity to
  alleviate your concerns.  Assistentcy,
  LLC. has now responded and considers this matter closed. 
  
  
  Sincerely,
  
  
  ***** ***** *****
  Director
  of Compliance

• Initial Complaint

  Date:03/25/2024

  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 have an ongoing issue with Assistentcy, LLC. They manage payments and balances for ******** ******** ******** and its affiliates, which include dozens of primary care and other specialty offices in ********* I had a balance of about $3,000 that I put on a payment plan. At some point they quit withdrawing the automatic payments without informing me. After several months they reached out to let me know. I set the payments up again. In December, the credit card the payments were being charged to expired. I have tried to set up a new payment system, but their website is incredibly difficult to use. I enter all of the information I have, and it says it can't find me in the system.
  
  It is impossible to leave a voice mail outside of their business hours, as the answering system says to press 1 to leave a message and then hangs up on you when you do.

  

  Business Response

  Date: 03/26/2024

  Dear *** *****
  
  This letter is in response to your
  correspondence submitted to the Better Business Bureau. 
  Your
  statement indicates there were issues with your credit card payments as well as
  your attempts to reestablish arrangements and/or communicate with our office.  I want to take this time to address your
  concerns regarding this matter.
  
  First,
  it might be helpful to explain that Assistentcy, LLC is merely acting as an
  extension of the hospital’s business office. 
  We have been asked by the provider to contact patients such as yourself
  to aid with their billing and to assist them in understanding and resolving
  their balances.
  
  As
  you know, you have had nine (9) accounts for charges with *** ****** billed and
  serviced by Assistentcy, LLC. (ALLC) in the past two years, all without issue.
  
  Most
  recently, however, the credit card used to establish your recurring monthly
  payments expired (12/2023).
  
  Although
  you were in contact with an ALLC representative on 01/15/24, a new arrangement
  was not reestablished at that time and new credit card information was not
  provided.  Unfortunately, this resulted
  in the account ultimately being closed by Assistentcy and returned to the
  original provider at the end of the account servicing period on 03/22/24.
  
  Your
  inability to access your account via the ALLC web portal is due to the fact
  that Assistentcy, LLC. was no longer providing billing service for the account.
  
  As
  for your inability to leave a message using our telephone system, I sincerely
  apologize.  I have checked our hardware and
  voice mail software and have consulted with our telephone service provider and
  been unable to detect any issues.  There
  is also an option to request a callback if a representative does not connect after
  40 seconds, and this selection is in working order as well.  Although perplexed, I apologize for any
  inconvenience.
  
  To
  help rectify your concerns, Assistentcy has requested that *** ****** permit us
  to reopen the account so you may continue in your efforts of repayment, and
  they have agreed.
  
  Please
  allow at least 24 hours for this process to be completed.  Once done, you will be able to access your
  account online without further issue.  In
  the meantime, our Call Center Manager will attempt to contact you tomorrow to
  assist you in reestablishing a suitable payment arrangement.
  
  I
  wish to personally thank you for your correspondence and appreciate the
  opportunity to alleviate your concerns. 
  Assistentcy, LLC. has now responded and considers this matter
  closed. 
  
  
  Sincerely,
  
  
  ***** ***** *****
  Director of Compliance

• Initial Complaint

  Date:03/07/2024

  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 am a Medicare/Medicaid recipient and have been for 30 years. I was treated in the emergency room of ***** Medical Center-East campus, Lincoln Nebraska. I've been treated in the emergency room numerous times in the past 5 years. Under Medicare/Medicaid federal law I am "protected" against "balance billing" and out-of-network physician charges. Furthermore, Nebraska enacted a state law prohibiting "Surprise billing" August 30th, 2018. Assistentcy, LLC includes this "disclaimer" on the back of their statement. ***** Medical Center is well aware of my dual insurance status and has ALWAYS honored it. At no time should I receive a "balance bill" from Assistentcy, LLC or any other billing entity. The March 2, 2024 letter (I've attached to this complaint) was mailed certified to Assistentcy, LLC; as a "good faith" gesture prior to filing a lawsuit. I want Assistentcy, LLC to stop sending me "balance billing" statements that constitute extortion and violation of my state and federal rights. I'm not paying them anything! If they continue to correspond in this manner I will file a lawsuit and proceed accordingly. Assistentcy, LLC has been provided information that solidifies my protected status. If Assistentcy, LLC attaches themselves to my credit report as a means of retaliation, I will involve ALL legal agencies who have jurisdiction to bring charges against them. Thank you.

  

  Business Response

  Date: 03/07/2024

  Dear Ms. *********
  
  This letter is in response to your
  correspondence submitted to the Better Business Bureau (“BBB”). 
  
  The accounts
  in question are no longer being serviced by Assistentcy, LLC.  (ALLC) Moreover, it is my understanding that
  the original provider has adjusted the amounts exactly as you’ve indicated.
  
  Assistentcy,
  LLC. is only the billing service operating on behalf of the contracted medical
  provider.
  
  Assistentcy,
  LLC. is not a collection agency and does not furnish data to the
  national consumer reporting agencies.
  
  In essence,
  we agree to your desired resolution. 
  Namely, there will be no further contact regarding the amounts listed
  above by our company.
  
  I wish to
  personally thank you for your correspondence and appreciate the opportunity to
  alleviate your concerns. Assistentcy, LLC. has now responded and considers this
  matter closed. 
  
  
  Sincerely,
  
  
  ***** ***** *****
  Director
  of Compliance

  Customer Answer

  Date: 03/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a representative of Assistentcy, LLC, admits to soliciting payments that represent "unjust enrichment" beyond the perimeters of the FDCPA collection process.  Unfortunately, I suffered unnecessary angst and duress which precipitated the filing of formal complaints with several Government agencies.  Although this matter is closed within the confines of the BBB portal, it will continue to be investigated for past (and present) violations of the No Surprises Act billing laws. Perhaps Assistentcy, LLC will be mindful about who they "roll-up-on" in the future.  Not everyone is a shrinking violet who opens their wallets willingly, and without question.  Thank you for your professional efforts to resolve this matter amicably. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 03/12/2024

  We are happy to have been of assistance in rectifying any
  issues.  Coordinating the resolution of
  billing issues between patients and providers is what we specialize in.
  

  Any charges referred to Assistentcy, LLC. for billing on
  behalf of the medical provider are not in default and, therefore, not
  applicable under the Fair Debt Collection Practices Act.
  

  Any oversight by the provider in this case was purely
  unintentional and was immediately resolved upon notification.  We apologize on their behalf for any inconvenience.