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:05/06/2025

  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.

  Dear Better Business Bureau,Could you please investigate the alleged mishandling of our family's medical records by American Medical Solutions? We have been attempting to resolve this issue since January 21, 2022, a period of over five months, and have submitted the relevant documentation more than fifty times through email, facsimile, and postal mail.Despite numerous communications with the involved hospitals, which have acknowledged receipt of our documentation and its initial processing by representatives of American Medical Solutions, it appears that critical legal information, specifically the hospital name and the provider's name essential for proper claim processing, has been consistently omitted. Consequently, each of our four claims has been denied on two separate occasions.Furthermore, our review of online testimonials suggests that we are not alone in experiencing such difficulties with this entity, as other individuals have described similar circumstances involving the mismanagement of critical information.We would be most grateful for your assistance in the resolution of this significant matter.Sincerely,****** A. *******

  Business Response

  Date: 05/13/2025

  We do not handle any of the authorization requirements. Each healthcare provider has the ability to request certain elements to be on an authorization, *** acts as a pass through to provide the information to the requester (the patient's representative in this case) on what is needed to be on the authorization allowing the release of records. In this case, the provider objected to the original authorization then after we corrected it, the provider added additional requirements. *** relays this information and the patients representative does not understand it was the hospital making the objections NOT AMS. 

  The authorizations require at times to be faxed. This location allows for electronic submission and if it wouldn't have, the authorization provided would have again been rejected because it was a dark picture. The fax would have come through to the hospital as a black page. The patient's representative would have had another issue with the authorization being rejected even though the rejection and subsequent patient representative's interaction would have been needed again which would not have been the fault of AMS like the other instances.

  We tried to call the representative and explain we must rely on the hospital to provide feedback and continue to make changes but the patient never called back.

  Lastly the patient stated others have had this issue based on ****** reviews. 1 review stated we simply never processed the request, we have numerous files showing the patient never completed the request. We are unable to process the request without a completed authorization.

  Another stated we did not process a record request and the process is to notify the requester the records are ready pending completion of forms and payment if applicable. Payment and forms were never completed and the records were never sent per federal HIPAA Law. 

  Without having full knowledge of the federal Law in addition to who makes the decisions, reviewers only hurt small businesses.