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:05/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In September 2022, ******* Hospital, which neglected to run my insurance when treating me earlier in the year, and which was supposed to be doing so at that time in the summer/fall 2022, sent my bill in error to Peter Roberts for collection. At that time ******** Hospital could do nothing for me. They said PRA was now supposed to run it through insurance. I spent September through December 2022 working with PRA trying to clarify that two separate invoices were billed to me by ******** Hospital on the day of the medical appointment (lab and office visit) and only one was run through insurance. At my first call in September they said they'd take care of it and I'd get a call back. When I didnt get a call, I called them. They insisted it had already been run through insurance, but they were looking at the office visit bill not the lab bill. They had me call my insurance company which I did and we tried to patch in PRA to no avail, twice. Hours of calls, being on hold, etc. Finally I got a hold of my agent and passed along the necessary info to him to finally formally run the invoice through insurance. I explained that there were 2 bills. Brad said he would call me back and never did. That was 12/21/22. PRA has sent no information through the mail since that time showing they took action. On 5/22/23 I received a demand notice giving me 10 days to pay. I have a right to have the original bill mitigated through my insurance. That's my right as a consumer with active medical insurance. These are the dates of the connected calls and voicemails left with Peter Roberts/Brad just for Oct-Dec. They always sent my calls to Brad even when I asked for someone else. Brad was rude and could not be convinced I was telling the truth. Rude is actually an understatement. 10/21 10/31 11/22 x2 12/7 x2 12/8 x2 12/9 x3 12/16 12/21 I emailed PRA on 5/22/23 and have not heard back. I would appreciate any help you can provide.

  Business Response

  Date: 05/25/2023

  The original creditor ******** Hospital sent the consumer a self-pay discount for the amount owed on the service.  The consumer contacted the hospital stating that she had coverage in place.  The original creditor then sent the consumer a form requesting the insurance information which was not returned.  The original creditor placed the account with our agency on 8/20/2022.  The consumer called our office after receiving our initial notice stating that the original creditor told her to have our agency bill the insurance.  The original creditor, ******** Hospital bills all claims, and our agency does not submit claims on their behalf.  On 10/21/2022, our associate Brad telephoned the consumer who requested that we send her an itemization of the charges.  On 10/24/2022, we mailed the consumer the itemization of the charges.  On 10/31/2022, the consumer telephoned our office and spoke with Brad stating the itemization of charges was not good enough and that she would have her insurance company contact us about the balance.  On 11/1/2022 our agency mailed an insurance/waiver form to the consumer requesting the insurance information. On 12/8/2022, the consumer called our office and stated to Brad that she received the letter, however, because it did not have a self-addressed envelope, returned it to the hospital rather than to our agency.  On 12/16/2022, another insurance/waiver form was mailed to the consumer and on 12/21/2022 Brad advised the consumer of this when she called our office.  On 1/5/2023, our office received the signed insurance/waiver form and submitted it to the original creditor.  After following up with the original creditor, our office was advised that the claim was not eligible for submission based on its late filing status and had been moved to a self-pay balance with the applicable discount applied.  Our office has closed this account and returned it to the original creditor as disputed by consumer.

  Customer Answer

  Date: 05/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  A) False information. I did return insurance info to ******** Hospital before the bill was sent to PRA.
  

  B) Incorrect that I felt an itemization of charges sent to me in October was "not good enough." What he told me was "we have already run it through your insurance and here is the self pay discount." I attempted to explain repeatedly to Brad over many weeks and many calls that there were two separate bills that day and the lab bill in question was clearly not run through insurance. He repeatedly argued with me on this.
  
  C) if PRA can't run insurance, why wasn't I told that in September 2022 when I first called you? Instead PRA said they'd run it and get back to me in 6 weeks. Why wasn't I given an insurance information request form until much later in the fall?

  
  D) If you were informed by my insurance in January 2023 that it was too far from the service date to use insurance, why was I not informed?

  
  E) If you have "closed my case and sent it back to ******** Hospital as 'disputed by customer'," why was I not notified? Where is my copy of your correspondence with my insurance company? **If the account is closed, why did you send me a demand notice this week?***

  F) If in September you had given me the complete and correct informstion, I wouldn't be having to pay $163.

  
  Sincerely,
  
  ***************

  Business Response

  Date: 05/26/2023

  The original creditor informed our office on 5/25/2023 that they would be writing off the balance in question and not holding the consumer responsible.  The account has been closed by our office and the consumer will not be receiving any further communications regarding this account.

  Customer Answer

  Date: 05/30/2023

   
  
  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,
  
  
  **** *****

• Initial Complaint

  Date:05/05/2023

  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 just received a notice of collections from them for a debt I don't owe. They are claiming I was at "CONCORD HOSPITAL" on 12/27/2022. I was never at "CONCORD HOSPITAL" and had no reason to be in a hospital in the whole year of 2022.

  Business Response

  Date: 05/05/2023

  We have flagged the account as disputed by consumer and will validate the debt with the original creditor.  Once that information is obtained, we will mail it to the consumer.

• Initial Complaint

  Date:02/27/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  11/2021 I am not liable for this debt with PETER ROBERTS &ASSOCIATION INC and do not have a contract with Peter Roberts & association inc they did not provide me with the original application like I asked or any documents that's prove that this is my account , Thank you for looking into this

  Business Response

  Date: 02/27/2023

  The consumer's account was placed with our agency on 11/13/2021.  Our first notice, containing the proper Federal and state consumer disclosures, was mailed to the consumer to the address provided by the original creditor on 12/21/2021.  Between December 2021 and April 2022, several notices were mailed to the consumer along with telephone messages to the telephone number provided by the original creditor.  No response was received to any communications from our agency..  Additionally, no written or oral requests for additional documentation were received by our office.  Our agency has updated the credit reporting status to indicate that the consumer is disputing the outstanding balance.  Our agency will also mail the validation of debt as requested by the consumer.  Once the consumer receives the information and has a chance to review it, he can contact us at 1-888-473-6661 or write to us to resolve the outstanding balance.

  Customer Answer

  Date: 02/27/2023

  
  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,
  
  ***** *******

• Initial Complaint

  Date:10/21/2022

  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.

  *************** is assigned to my issue. I call to find out if an itemized bill has been sent for ALL the owed amounts. As of today, I have only received one itemized bill, but am told there are more, however I have no way of knowing. In addition to not being able to verify the amounts, I am also not able to pay because I have no associated account numbers. I would very much like to pay. I asked for itemized billing and immediately asked for the rest of bills once I realized only one was sent to me. I have tried to be patient, and have called this organization multiple times per week. This is a waste of my resources, because no one calls me back and I dont know how to proceed. *************** told me he would send me the rest of the bills but I still dont have them. I feel as though he is intentionally ignoring me. Its more than just a feeling though - it is a matter of fact, since no call is returned. Will look to pursue the issue further with the appropriate federal agencies. I also sent an email early in October regarding the matter, with no reply.. again, reiterating my interest in paying!!

  Business Response

  Date: 10/26/2022

  The consumer has three health care accounts that have been placed with our agency.  On 9/22/22, we mailed out the itemization of charges for one of the bills totaling $334.44 to the consumer.  On 10/13/22, we received notification of insurance adjustments that were made by the provider's billing company. The bill totaling $334.44 was closed by our agency with a zero balance.  We received the consumer's email on 10/11/22 requesting itemizations for all amounts placed with our agency. We have requested this information and it will be mailed to the consumer upon receipt.  No additional collection action is being taken on the remaining two accounts which are on hold.  We have expedited the request for the itemization of charges for the two open balances with the provider's billing company.  On 10/24/22, the consumer left a voicemail for our associate ***. *** returned the call and explained that we have received his correspondence and the information is forthcoming from the provider's billing company.  On 10/21/22, we received confirmation from the billing company that they will be forwarding the requested information to our office. The consumer also filed a complaint with the Consumer Financial Protection Bureau which we responded to on 10/21/22.