ComplaintsforEnvision Physician Services

Medical Billing

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Initial Complaint
03/13/2024
Complaint Type:
Billing Issues
Status:
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.
On 12-03-2022 My daughter was seen at the Hospital and provided all important information for insurance purposes since my daughter was insured. Months later I got 2 separate bills gave them a call and they said the receptionist didn't get the insurance info correctly so they stopped billing me after again providing them with all that was needed. A year later I'm constantly getting harassing calls saying that my bill is past due that I need to get in payment plans and that my insurance was not able to identify me. I spoke to my insurance company and they send me a receipt and a letter stating that they have been paid of and I didn't owe anything. I spoke to them once again and they escalated by saying that they are unaware of that and that payment has to be done. I'm constantly getting Emails, Calls, Txt messages and letters harassing me asking for money.Account#**************
Business response
04/19/2024
    April 19, 2024

BBB of Sothern ******
*************************
Information (Complaint)Specialists

RE:    *************************
*****************************************************************

          Complaint # ********
          Account number: XGL ***********

Dear Representative,

Our office has received a letter of complaint regarding the above referenced account for treatment received from Compass Point Emergency Physicians at *********** ER 24/4 on December 2, 2022. The account has been reviewed for billing accuracy and a brief history is provided for your assistance.

After service the emergency services of *************************, the claim was sent to ************** on January 11, 2023. The claim was denied and redirected to Texas Childrens Health plan on March 27, 2023. This claim was denied saying there was no coverage on this date of services and a bill was then mailed to the guarantor on April 23, 2023. A bill was also mailed to the guarantor on May 13, 2023, and June 12, 2023. The patients mother called on June 27, 2023 to discuss the insurance information and why the claim was denied by their insurance. During that call, it was discovered that our claim was reflecting the incorrect date of service. The phone representative had the date of service corrected and a corrected claim was sent to the insurance carrier on August 3, 2023.

***************** called again on March 7, 2024, after the claim was denied by Texas Childrens Health Plan once again. During this call, it was also discovered that the patient was actually covered by Texas Childrens Star and not Texas Childrens Health Plan.A correct claim has been sent to the correct insurance plan and the patients account remains on hold while we await the insurance plans response.

Our office does apologize that the account was delayed due to incorrect information. We appreciate and look forward to hearing from our patients regarding their experience with our office. Please feel free to contact me directly with any questions or concerns. I can be reached directly at ************.

Sincerely,
*************************************
Patient Services Liaison
Initial Complaint
02/29/2024
Complaint Type:
Billing Issues
Status:
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.
My daughter visited the ** for service in 8/2022. I have PPO health insurance and paid my copay during the visit. Almost a year and a half later in Jan 2024 I received a bill for $1358 for a physician who saw my daughter during that visit. I contacted my insurance to inquire as to why the bill was sent to me and they informed me that Envision dropped the ball and tried to bill the insurance after the 180 day period so the bill was denied. Envision is now disputing with my insurance and instead of holding the bill while in this process, they send the bill to collections on 2/22/24. It is not my fault that this bill was not submitted to my insurance within the required time frame. It is concerning that this bill was sent to collections only weeks after I was made aware of it and during an appeal process. Very unprofessional and unorganized. This bill would have been paid by insurance if submitted in a timely manner to my insurance. Thier ignorance to the sitution should not make it my responsibility. It makes me wonder if this is even a legit bill and why I was not made aware of it until nearly a year and a half later.
Business response
04/03/2024
Tell us why here...Cathedral ************** Physicians, LLC
            April 3, 2024

BBB
*********************************************************************
Phone ************
Fax ************
Email: **********************************

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

          Complaint # ********
          Account number: ULF ************

Dear Representative,

Our office has received a letter of complaint regarding the above referenced account for treatment received at HCA ******* *********** ER on August 29th, 2022, by Cathedral ************** Physicians. The account has been reviewed for billing accuracy and a brief history is provided for your assistance.

After the emergency services provided to *****************************, the claim was sent to State ******************* on September 16th, 2022. The account was transferred to one of our partners, ****** who handles claim that are accident related claims. The claim was submitted to ****************** and Blue Shield on February 6th, 2023 after being sent back to our office from our partner, ******.

Due to the age of the account and the denial from ****************** and Blue Shield stating the claim is beyond their timely filing limitations, the balance has been adjusted and closed with the collection agency, CCRS ***********************. Our office does apologize for any inconvenience this may have caused.We appreciate and look forward to hearing from our patients regarding their experience with our office. Please feel free to contact me directly with any questions or concerns. I can be reached directly at ************.

Sincerely,

*************************************
Patient Services Liaison
Initial Complaint
01/10/2024
Complaint Type:
Billing Issues
Status:
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.
They are trying to bill me when they were already paid by ********* The matter was already settled. They are harassing me.
Business response
01/11/2024
Hello,
We have received the patient's complaint and appreciate your patience awaiting this reply.
Upon review of the referenced account, we found that the patient's insurance retracted their payment. Unfortunately we were not provided with a reason for the retraction. During a phone conversation with one of our *************** Agents on 12/13/23, the patient was advised to contact her insurance carrier to inquire about the retracted payment. As a courtesy, we will place the account on hold for ******************************************* her insurance. If there are any further questions or concerns, our *************** Team can be reached at ************.
Thank you,
******* Sound Emergency Physicians for
Envision Physician Services
Customer response
01/11/2024

Complaint: 21116200

I am rejecting this response because:
I spoke with ******** and they said that the hospital paid you already. ******** does not show any rejection of pay. The man on the phone for ******** said you are not allowed to come after me and that this is not my responsibility to handle this problem. They stated you are not allowed to double dip and their services say that you have already been paid. I need you to stop contacting me. I do not owe you any money. ******** needs to solve this. I spoke with them and they said it was your problem and that I don't have to do anything else.

Sincerely,

***********************
Business response
01/12/2024
Hello,
Our physician group is not employed by the hospital; therefore, payment to our providers is not made by the hospital. We will send an inquiry to the patient's insurance, but cannot guarantee they will process the claim. If you have any additional questions or concerns, please call our ************************** at ************.
Thank you,
******* Sound Emergency Physicians for
Envision Physician Services
Customer response
01/16/2024

Complaint: 21116200

I am rejecting this response because:

I spoke with ******** and Envision never sent them a bill. Envision sent me a personal bill 6 months after services from an emergency visit to a seperate hospital. This is the definition of a surprise bill. I was on ******** and there are protections for ******** patients for this very problem.
Sincerely,

***********************
Initial Complaint
12/11/2023
Complaint Type:
Customer Service Issues
Status:
Unanswered
The business failed to respond to the dispute.
The level of CUSTOMER SERVICE, I have received is non existent! My concerns have not been addressed at any capacity. My attempts for resolution remain unresolved. I made several attempts on 12/523 to contact this company. Representative ***** created the worst experience possible that has grossly impacted my well being.
Initial Complaint
11/20/2023
Complaint Type:
Billing Issues
Status:
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.
I received a bill from this company. The bill stated they did not have the correct insurance information. I have called numerous times over the 4 months even did a three way call with my insurance company to get them the information they needed and I am still getting billed stating they do not have the correct insurance information. I have spoken with my insurance company and they state they have not received a claim. Over the last two weeks when calling and asking to speak with a supervisor I was hung up on 6 times. I have spent countless hours trying to get this resolved with no response on Envision Physicians services except to threaten turning into collections and adding on more money for being late.
Business response
11/22/2023
RIVERSIDE COUNTY MEDICAL SERVICES
November 21, 2023
BBB File #: 208034857
********************* Kru ****** 10/30/2022

To whom it may concern,

We have received a complaint from the Better Business Bureau regarding the above account for treatment received at Inland ********************* by Riverside County Medical Services,on October 30, 2022.
We have spoken with the patients mother numerous times. We have billed at least two different insurance companies no fewer than 11 times, based on information provided by the patients mother. If the patients mother has provided correct insurance information, then there is no coverage available and the patient is responsible for the bill.

We billed ********************* on 11/28/2022 and received a denial on 12/09/2022. We billed the correct insurance per the insurance company on 12/14/2022 and received a denial on 2/6/2023. We tried billing the insurance again and it came back to us denied on 2/19/2023. On 2/23/2023 we sent a statement reading your insurance company has informed us that they cannot identify you as a member. If you do not have insurance you are responsible for the balance. On 3/7/2023 we received a call from the patients Mom and requested we bill the insurance but she had no address for the insurance. We rebilled the same insurance we had on file because the same information was given. On 7/18/2023 we received a call from the patients Mom to update the insurance, we updated it and billed the insurance. We received a denial from that insurance company stating the coverage had been terminated. The patients Mom called us on 8/31/2023 requesting we contact the insurance with her on the line. We advised her the insurance would have to contact us. On 9/1/2023 the Insurance and the patients mom called us but the call was dropped. The insurance company called us back on 9/1/2023 and gave us all the insurance information. We billed the insurance as given by the insurance company. We received a denial from that insurance company requesting us to bill the insurance that denied it previously.We sent a statement on 9/21/2023, 10/21/2023 and 11/19/2023. The patients Mom called on 11/20/2023 and requested a supervisor. Our patient Liaison called her back and received all the same insurance information previously given. It was billed again. We are awaiting a response from the insurance.

We appreciate hearing from our patients regarding their experience with our office. Feel free to contact us with any questions or concerns. We can be reached at ************

Sincerely,

***********************
Patient Liaison
Initial Complaint
10/30/2023
Complaint Type:
Billing Issues
Status:
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.
I have been getting emails regarding an unpaid medical bill from envision. I take medical bills seriously and I have tried to call envision but they are unable to locate me in their system. I checked my insurance and I dont see any recent claims that I owe these amounts. I continue to get emails and the amount is increasing but I am unable to log in with my information to see the bill and have not received any paper statements.
Business response
10/30/2023
Hello,
Envision bills for emergency physician, hospitalist, radiology and anesthesia services. We are unable to locate emergency physician or hospitalist accounts in our system. Radiology and anesthesia services are handled by a different division. If you can provide a date of service or any relevant information, it may be helpful in locating the account(s).
Thank you,
Envision Physician Services
Initial Complaint
10/10/2023
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
I went to ER on 2/12/23. My insurance CSO plus ******** paid all bills due. Envision keeps billing me for $31.60 that was paid by CS O on 4/19/23. Routing # EFT *********. I have sent them all info 3 times..have called multiply time. Sent emails. Now they are sending it to collections. I got a threatening letter saying this will affect my credit. I have now paid a SECOND time. I have never made a late payment in 73 years. They hung up on me today. Im not sure where the disconnect is. Trinity ****** in ******** Envision says they dont have a supplement insurance listed..so they couldnt have gotten payment from my supplement. I have paperwork to prove it. I get nowhere. It feels like senior discrimination. I have spend so much time on this..yet get nothing. Im sending a check today with all the proof for the third time
Business response
12/06/2023
**** of ********, PC
            December 6, 2023

Dispute Resolution Department
BBB of ***************
*******************************************************************************-2619

RE:     ***********************
          Complaint # ********
          Account number: EMI *************

Dear *************************,

Our office has received a letter of complaint regarding the above referenced account for treatment received at **************** on October February 11th,2023, by EPMG of ********. The account has been reviewed for billing accuracy and a brief history is provided for your assistance.

After service of ****************************, a claim was filed with her primary insurance,Medicare. Unfortunately, our office did not have her secondary insurance information resulting in her receiving bills for the balance. On October 12th, 2023 a representative from **************** called and provided the secondary insurance information, Central State Health and Life.

The claim was paid in full by the insurance on October 18th, 2023 and the balance is currently zero.

We appreciate and look forward to hearing from our patients regarding their experience with our office. Feel free to contact me directly with any questions or concerns. I can be reached directly at ************.
Sincerely,
*************************************
Patient Services Liaison
Customer response
12/06/2023
This is just more lies. My insurance did not pay on October 18. My insurance paid on April 18. They were sent all that prof . I SENT THEM A CHECK THEY CASHED ON OCTOBER 18 . They were threatening me to turn it over to collections. They have been paid twice for the $30.69. In April by my insurance..and ME in October . They owe me $30.69. If you look at their F rating by you and all the complaints, they are the same as my complaint.
Customer response
12/07/2023

Complaint: 20713565

I am rejecting this response because:This is just more lies. My insurance did not pay on October 18. My insurance paid on April 18. They were sent all that prof . I SENT THEM A CHECK THEY CASHED ON OCTOBER 18 . They were threatening me to turn it over to collections. They have been paid twice for the $30.69. In April by my insurance..and ME in October . They owe me $30.69. If you look at their F rating by you and all the complaints, they are the same as my complaint.

Sincerely,

***********************
Initial Complaint
10/10/2023
Complaint Type:
Billing Issues
Status:
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.
I had a baby at ************ Hospital in **********, ** in August 2022. All my medical bills were covered by my BCBS health insurance plan. I continue to receive bills from Envision about an out-of-network charge. I have been reassured numerous times by Envision staff that the bill would be resolved. It has now been over a year and I still am trying to get this resolved. The provider in question is ********************* and the service is listed as HOSP-IP/OBS DSCHRG MGMT 30/<. I have spent hours trying to get this resolved or at least explained.
Business response
11/14/2023
Hello,
Our office does the billing for emergency physicians and hospitalists. We have no access to neonatology accounts and no contact information to forward this complaint to that division. Possibly submitting the complaint to the neonatology division via regular mail would be best.
Thank you,
Envision Physician Services
Business response
11/27/2023
Thank you for your recent letter regarding the complaint submitted to your organization by ************************ **************, LLC provides medical billing management services on behalf of Envisions Childrens. As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Envision Childrens.

Our review of the patients account has resulted in these findings:

An appeal on the $467.00 charge has been sent to the patients insurance on 11/11/23.
The consumer listed in this complaint should contact the insurance to get status on appeal.

We regret for the inconvenience this has caused ************************ At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Initial Complaint
10/10/2023
Complaint Type:
Billing Issues
Status:
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.
I was seen at ********************* on June 1st 2022. A week or two ago I received a collections letter asking for payment for a bill of $600 and change for June 1st 2022, I had never received a bill. I paid the collections agency. On October 5, 2023 I received a bill from Envision stating I owe $1,211.00. I want Envision to bill my insurance, the VA. I called envision on the number on the bill and was cut off three times. I went to the envision website to establish a payment plan and my credit card information was rejected.
Business response
10/12/2023
Please see attached letter for this complaint
Business response
10/12/2023
****** EMERGENCY PHYSICIANS
October 12, 2023
*************************

BBB File #: 20700741

                Dear **************,

We are in receipt of a Better Business Bureau letter of complaint regarding account# ***********. Please be advised that the account has been adjusted to zero balance and closed.   You should be receiving no further communication from Envision or any collection agency regarding this account.

Please feel free to contact us with any questions or concerns. We can be reached at ************.

Sincerely,

***********************
Patient Service Liaison
Business response
10/12/2023
****** EMERGENCY PHYSICIANS
October 12, 2023
*************************

BBB File #: 20700741

                Dear **************,

We are in receipt of a Better Business Bureau letter of complaint regarding account# ***********. Please be advised that the account has been adjusted to zero balance and closed.   You should be receiving no further communication from Envision or any collection agency regarding this account.

Please feel free to contact us with any questions or concerns. We can be reached at ************.

Sincerely,

***********************
Patient Service Liaison
Initial Complaint
10/04/2023
Complaint Type:
Billing Issues
Status:
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.
***************************** Date of transaction: 05/07/2023 account number: ****** .and ****. ********************** has multiple scams reported on the internet. i have been receiving payment notices on nearly a weekly basis. when I call the number listed ************* the agent says it has already been paid. My own records say paid. On one account, it says I owe *****. Another says over *****. There is no website or physical address, and when I speak with a representative, they tell me it has been paid. I have concerns about being sent to a collection agency. As mentioned, there are multiple previous reports.
Business response
10/04/2023
Hello,
Our office does billing for Emergency Room physician services. We are unable to locate an account in our system based on the contact information in the complaint. Also, our account numbers start with a 3-letter prefix. Please advise if the account to which you are referring was for anesthesia or radiology services so I can forward to the correct person.
Thank you,
Envision Physician Services
Customer response
10/06/2023

Complaint: 20695015

I am rejecting this response because: I still have no idea what this bill is about and the customer "service" people keep giving me contradictory information about how much I owe. Of course I will not give you my identifying information. You have executed repeated scams with multiple people taking out lawsuits. I reject this response and request you send me valid information about who in management to call to resolve this. I have spoken to two customer service agents and they both say I owe nothing. So why do I keep getting bills?
Sincerely,

*****************************
Business response
10/12/2023
Hello,
Our account numbers begin with a 3-letter prefix. Additionally, our customer service number is ************. ******************** does billing services for anesthesia, emergency physicians, hospitalists and radiology. This area only has access to emergency physician and hospitalists accounts. Please advise if your bill lists anesthesia or radiology services so your concerns can be forwarded to the correct division.
Thank you,
Envision Physician Services
Customer response
10/13/2023

Complaint: 20695015

I am rejecting this response because:
Your original response was invalid. This bill is for radiology services, so you should have it. No one seems to know why I have this **** bill--but I keep receiving them from you. I have spoken with your office twice: with totally different information being given to me. I was once told my **** bill had been paid, One account number is ******. The other is *******. Both saying through radiology. There are no letters at the beginning of the account number i was given. What exactly do I owe and why has the number been changing. I paid my31.54 bill in full with confirmation number 158003429440. Why am I being repeat billed? The response I need: tell me definitively what I owe. Your customer service reps say I've paid in full, but I keep getting bills. I do NOT want to be sent to collections.

Sincerely,

*****************************
Business response
10/13/2023
Hello,
I will forward this complaint to the division that handles Radiology accounts.
Thank you,
Envision Physician Services

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