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Business Profile

Health and Medical Products

Acelis Connected Health

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 47 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/09/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
     
    Complaint: 21270489

    I am rejecting this response because they placed all the responsibility and blame on my Insurance Company.  While I can understand sort of the 85 day wait period (and I will be discussing that with my insurance company) that doesn't explain why you can never reach anyone by phone.  This whole issue could have been resolved with a simple phone call, however you can't reach a real person.  When you call any of their numbers all you get is an automated system.  If they are going to advertise and state that people are standing by to assist with any questions, there needs to be a way to actually reach them.  ***************** has the same trouble reaching an actual person.

    Sincerely,

    *******************

    Business Response

    Date: 02/12/2024

    Called customer and have advised her that with the insurance that she has there is an 85 day hold in between shipments.  Her order was released and shipped on 2-9-24.  

  • Initial Complaint

    Date:02/05/2024

    Type:Billing Issues
    Status:
    Answered
    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.

     
    Complaint: 21250577

    I am rejecting this response because:

    1. I have not received a call.

    2. I have called a good twenty times, have left some messages, and have never been able to reach anyone after my first call. At that time, the person with whom I spoke hung up on me, apparently because I said I expected a call the next day between 3-4 PM.

    3. I have been asking for an itemized bill. That's been the whole issue, never cost. The problem is that I don't trust Acelis' billing because I've been double billed. Furthermore, ignoring me after I asked for a comprehensive statement makes it seem like they're hiding something. I have been in practice for 31 years. I can tell you with certainty that all healthcare billing software produces invoices, statements, and superbills within whatever time frame you specify, at the click (or two) of a button.

    4. I ordered supplies and, as I said in my complaint, have not received them. Withholding life-saving medical equipment is unethical and illegal.

    5. I have already filed a complaint with my insurer because Acelis is in material breach of its contract with ********** Blue Shield--by withholding life saving medical equipment and by summarily dumping me. You see, there's a defined process for separating from a patient; needless to say, it was not done.

    6. Should this not be resolved very, very soon, or if I have a second health event because of this company, I will doggedly pursue all of the above legally.

    7. At this point, I am also putting together a list of healthcare professionals there. Should this not be resolved, in addition to easily finding legal relief, I will lodge complaints with the *********** of ************ Regulation in the states in which they are licensed. Having recently stepped off the board that regulates my profession in ********, it's fair to say that I know how these things work.

     These folks are playing with the wrong guy.

    Sincerely,

    *************************

    Business Response

    Date: 02/20/2024

    Left a message for the patient to return call. If the patient disagrees to the *** costs, he has to work with his insurance company.

  • Initial Complaint

    Date:01/26/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ran out of the strips for testing and also the needles. My doctor ordered to test my INR a couple of times a week for my blood thinning. I tried to contact Acelis and I can never talk to a real person. What am I going to do to test my blood? Do I have to keep traveling to a blood clinic when I am in a ****** and 89 years old can you please help

    Business Response

    Date: 02/06/2024

    Upon review, order was returned to ACH as undeliverable. Spoke to the customers wife and she has advised that the **** can only deliver to the ** box anymore, we used the physical address for the previous order. New order placed and sent to the correct address.

  • Initial Complaint

    Date:01/26/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The customer service rep ****** was thorough and courteous and took action to send the test strips that my husband needed for testing.

    Sincerely,

    *********************

    Business Response

    Date: 02/06/2024

    **************** called and informed patient/wife of the specific options to reach a person through the phone tree. Strips have been sent at the customer's request. 

  • Initial Complaint

    Date:01/22/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Cannot reach this company via phone or email

    Business Response

    Date: 02/02/2024

    Messages have been left for customer after initial call. New insurance required an authorization, which has been received. Order has been released and sent to the customer with expedited shipping. 

  • Initial Complaint

    Date:01/19/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Cannot reorder supplies that should already be authorized by insurance. It is impossible to talk to a live person over their phone support. It is a ridiculous system. Very frustrating.

    Business Response

    Date: 02/09/2024

    This is in regards to complaint ********. It just crossed my inbox and I was provided the following resolution by customer service, although it appears it has already been closed due to nonresponse. **************** called the patient on 1/22 and provided the correct phone number and helped order supplies.

    Sent from ******************************* (*****************************************

  • Initial Complaint

    Date:12/18/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************************

    Business Response

    Date: 01/02/2024

    A non-billable order of 1 vial of strips was sent to the customer on 12/19/2023. The customer has been advised to contact customer support for assistance testing. 

  • Initial Complaint

    Date:11/21/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Waiting several month for an order done by my doctor * can not get in touch with a live person and they dont return calls

    Business Response

    Date: 12/04/2023

    After a delay in receiving an authorization for the order, the customer was contacted and provided a tracking number. Acelis confirmed receipt of order on 11/30 by customer. 

  • Initial Complaint

    Date:11/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    EVERY SINGLE TIME I try to contact this company, I get NO answer/response. I have tried to login and call but to NO AVAIL. The customer service number connects me to a a recording offering me something that is "free" which I don't need or want and THEN I get disconnected. I cannot find my account number on my statement, therefore, I cannot login to pay the **** bill. It is too bad the BBB doesn't offer a resolution choice that I want the company to go out of business. They SUCK! I wish I didn't have to use this service, but they seem to be the only game in town. What a CRYING SHAME!! What I REALLY want is to pay my bill and NEVER have to deal with them again! Perhaps they will contact me now after they read this. Of COURSE, they will accept my money and completely IGNORE this complaint! What is Wrong with them?! I am so frustrated and mad. If they want their money then I guess they WILL have to contact me.

    Business Response

    Date: 11/30/2023

    A member of the Acelis team spoke to the customer and provided the following explanations - 1) The Healthcheck app for reporting results is free. 2) There is no account balance, and the last balance was successfully paid in October. 3) The customer was using the wrong credentials to log in. The customer has agreed to call in the next time a bill is received, and a representative will walk her through the payment process. 

  • Initial Complaint

    Date:11/13/2023

    Type:Billing Issues
    Status:
    Answered
    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.

     
    Complaint: 20865507

    I am rejecting this response because:

    - I have not received said refund, nor is there any way to verify that it has been processed, because there is no way to view my account and see what credits or debits have been made.

    - For months, I received paper bills in the mail from Acelis saying that I owed a balance, which I paid via check since there was no way to do this online.  My most recent check was not even cashed, and the following month I received another bill for the same dates of service.  Only after a lengthy phone call did I find out I actually had a CREDIT, which means I should not have even been receiving bills.  Again, with no way to view my account online, I had no way of knowing that I had a credit.

    - I know that there is no technical reason why I can't log into an account and view my balance and previous paid bills, since the old Patient Notebook system allowed me to do just that.  In fact, I can still log into Patient Notebook and see my account history from last year, before Acelis transitioned to the new system.  I just can't see any charges or payments since then.

    - Both the app and the website still contain a link that says "Pay my bill on PatientNotebook.com" even though Acelis no longer uses PatientNotebook.com.  This is needlessly confusing, and caused me to think there was some software bug that prevented me from seeing more recent bills.

    Here is what I need to be satisfied:

    - Allow me a way to log in and see my entire account history -- all charges and payments, as well as my current balance -- whether I currently owe money or not.  There is no reason to keep this information from me.

    - Process my refund for the credit I allegedly have

    - Remove the defunct link to PatientNotebook.com from all web pages and applications


    Sincerely,

    *****************************************

    matter.

    Business Response

    Date: 11/27/2023

    A member of the claims team spoke to the customer on 11/17, and explained that the customer has a credit on their account, which is why it does not show a balance. As requested, the current credit has been transitioned to a request for refund.

    Business Response

    Date: 12/06/2023

    The customers refund check has been issued and sent to him.

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