Complaints

This profile includes complaints for North American Partners in Anesthesia L.L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  North American Partners in Anesthesia L.L.P.

  68 S. Service Road Suite 350 Melville, NY 11747-2358

• 

  North American Partners in Anesthesia L.L.P.

  1305 Walt Whitman Rd Melville, NY 11747-4300

• 

  North American Partners in Anesthesia

  1236 Huffman Mill Rd Ste 2000 Burlington, NC 27215

• 

  North American Partners in Anesthesia

  PO Box 37090 Baltimore, MD 21297

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:07/08/2025

  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.

  My septum surgery was fully covered and approved my cigna - all insurance approvals done by myself as well as my **** ****************************** American Partners in Anesthesia is NOT in my network and they chose to do my surgery I think they though they could walk the proper appeal processes and get it passed, my cigna stood it's ground and said, "NO YOU ARE OUT OF NETWORK"so NAPA (North American Partners in Anesthesia) turned on me and said it's my responsibility.I have been fight with them for 2 years and they are going to send my perfect credit into collections soon because I won't set up a plan to pay this. I have a feeling they''ve done this a few times before. They are ruthless. They chose to pick this job up and I did not choose them. This is wrong! Please get them to leave me alone. My kids Dad died of a massive heart attack at 66 and I have bigger things to deal with. Left me with 2 of our kids and 4 grandchildren under 6 that want to know where Pappy went. Thank you for anything you can do.

  Business Response

  Date: 07/10/2025

  Dear Better Business Bureau,
  This letter is intended to provide clarification and explanation following a recent complaint
  submitted to North American Partners in Anesthesia (NAPA). The complaint is in regard to File
  No. ID ********.
  The consumer received services from **** in July 2023. At the time services were rendered
  Napa was contracted with the facility to provide anesthesia services for all procedures. The
  consumers insurance carrier fully covered the medical portion of the procedure but denied the
  anesthesia codes due to NAPA being out of network within the state where services were
  provided. **** attempted multiple submissions, a reconsideration, and an appeal as an attempt
  to have the charges approved by the consumers insurance. Napa placed a call to the consumer
  to explain the series of events and to advise the consumer to start an appeals process on their
  own behalf.
  Based upon review of this matter, the consumers account with NAPA remains open with an
  uncollected balance of $1419.25 due. **** has attempted to assist the consumer as noted
  above, including submission of payment request, reconsideration and appeal to the consumers
  insurance carrier, on the consumers behalf. This payment does not qualify for a write-off as
  requested by the consumer. The consumer is advised to submit their own written appeal to their
  insurance carrier. In the event that consumer is unsuccessful, the consumer is responsible for
  the remaining balance. If needed the consumer can place a call to **** to request a payment
  plan at ************.
  I appreciate the opportunity to review the consumers concerns and time to
  investigate the matter further. I anticipate that this provides an explanation to the
  consumers concerns.
  Sincerely,
  ********* ******
  ********* ****** * *********************************** ** **********
  ***************************************************
  ** ************ * ****************************

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becaus

  ********* ******,
  While I appreciate your response it provides little clarification to me as I have walked this path and it look totally different than you say here.
  7/18/2023, I was the patient working with an in network Doctor for an approved in network surgery. All would be covered as long as they were IN NETWORK, ****** rules not mine. I was not in charge of choosing my anesthesiologist. I dont know who chooses you but after you were chosen you had to accept the job and this would have been the time you should have checked your new job and made sure it was approved with my insurance company. You had a second chance too, because I was having a couple scar revisions at the same time that I was paying out of pocket for and after you accepted the job my surgeon gave me NAPAs number to call you and square up with you. I was told by my surgeons office that I needed to make real sure I checked on everything with your company because you make things very difficult for customers sometimes, so I was very careful and made sure I paid you everything for my out of pocket portion and asked if you had done a preauthorization and was assured you had. Cigna shows no record of your preauthorization. Cigna did not change, you just did not check! This is your problem not Cignas or mine.PREAPPROVAL is the name of the game in this time we are living in, certainly you know this!
  It was at least 7 months after my surgery before you sent any sign of anything being wrong on your end. What would take 7 months? After that and up until now I have been dealing with trying to straighten this out. NAPA has  bombarded me with text messages, mail threats of sending me to collections, email threats, long waits to talk with customer service **** that promise to call me back and dont,  it goes on and on and on and on.
  Again, had you done your proper homework on your new job you accepted, as you state to me you had, we would not have this problem. Cigna only pays on my claims if they are IN NETWORK. NO amount of appeals are considered by ***** in this case and they DO NOT allow me the right to appeal due to the wording of my documents! You can push all you want but blood does not come from a stone! Im assuming other companies cave to this but ***** does not, please make note!
  Many times I continued to call you NAPA, waiting on the phone for a minimum of an hour each time just to talk with you. My calls were unproductive and felt like we went round and round only trying to exhaust me into taking responsibility for something I did NOT have ANY responsibility for.A few calls ago I asked **** (paste 1) for a manager and she had ******** (paste1) call me back. We talked for a very long time, she read all my notes,understood what was going on and sympathized. She felt sure I should call Cigna again! She had a personal distain for ***** and said she Liked nothing more than a good fight with Cigna and that she was sure she could prove to NAPA they had covered all their bases with paper work to satisfy Cigna to move this issue forward to payment. I assured her I had this conversation a couple times with them already and they said Because they are out of network, NO! I asked ******** if she would allow me to merge a call with her and Cigna so she could explain it to them the way she had just laid it out so perfectly to me and she said, Yes. ******** was eager for a showdown with Cigna. I listened to them talk.******** laid out all the bases NAPA has covered to prove they had followed the proper appeal process and ***** from Cigna took her time researching every detail thoroughly. When she was done she came back and said, I am sorry Cigna cannot cover this it is out of network and ******** cannot appeal this either due to her contract wording in her paperwork! ******** was very kind to *****,telling her, She told me prior to the phone call that she likes nothing more than a good fight with Cigna but she had been too kind to fight with and she laughed. ******** asked if there was anything we can do and she said, NO, its out of network and we said, Goodbye. ******** and I were very disappointed and she told me, I will have a talk with higher *** tomorrow and I will call you as soon as I get in tomorrow (July 1st, 25) at 11:30, I promise,Ill call you as soon as I get in tomorrow, well figure this out. ******** seemed very empathetic. She seemed so genuine and disappointed for me like she was really going to help.
  I was by the phone at 11:30 and the call never came. I waited all day, ******** never called me back, so disappointing! I gave her the next day too, staying home by the phone and she never called. The next day after she was said she was going to call I called NAPA back dreading the phone wait and wondering who I would get this time. (July 3nd, 2025) I waited over an hour and ******** just happened to answer the phone, I was stunned and reminded her of our conversation. She didnt remember who I was. It took quite a bit of reminding her but finally after a lot of help she did. I asked her why she had not returned my call and she said she, had not heard anything back and had nothing to tell me. I said, It would have been nice if you could have told me that as you promised you would call me. We talked some more and just as we were getting somewhere something weird happened my voice went mute and she could not hear anything I was saying. I kept asking if she was there and there was no response. It became obvious we had a problem (?) and she hung up.She called me back and said, Hello and then I went mute again, again and she hung up on me again. An hour later ******** *. (Teir#2) called me and said that ******** had talked to her and asked her to call me and set up a payment plan for the $1,419.25. I felt very ***et about this and told her this is a ridiculous game theyre playing passing me off to yet another person. ******** offered to have ******** call me back today 7/3/2025 at 1:00, I have been here waiting all day and she never called me. Ive never had this happen before, it was obviously a tactic ******** was playing to not talk anymore with me. Please review your tapes of these phone calls these practices are so wrong.
  These are the kind of games your office is playing to get payments from people out here living real lives. This is wrong! You made this mistake,do not put it on me. Own it! Do better next time with your own paper work and making sure YOU are prepared prior to blaming an innocent patient. The time you have taken from me, the tears you have caused me the frustration is so WRONG! I will NOT pay this and you must stop bullying me.
  ******** ****
   

  
  
  
  
  
   
  

• Initial Complaint

  Date:03/31/2025

  Type:Order 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 had open heart surgery at ***************** in *******, ** on 10-21-2024. I have traditional ******** and an F Plan ******** Supplement that pays 1005 of the 20% of approved charges not paid by ********. There are NO ******. I hade more than met my deductibles for the year when this surgery took place. To begin with this Anesthesia group failed to bill my supplemental carrier and I spent time getting that paid. Then I discovered that they claim I still owed them the small sum of $1.46. Rather than spending hours fighting over this pitfully small amount, I paid them because it is not worth the time to argue. But I make this complaint to protect others. When this Anesthesia Group entered a contract with a ******** Provider, *****************, to deliver ancillary services, they agreed to take what ******** allows for payment. I did not choose this provider. I never spoke to anyone with this provider before they administered anethesia to me while on a heart lung machine. I am not poor, have a perfect credit rating, and did not want to fight with these thieves over $1.46, but if they cheated me, then cheat others who are not able to pay. I have enclosed the bill showing the Gross Amount of the bill, the ******** Writeoff and Payment, the United American Payment, and my payment of $1.46. .

  Business Response

  Date: 04/04/2025

  ***************************************************
  ** ************ * ** ************ * ****************************
  
   
  ***** ******
  
  
  *** ********* ******
  *************************
  *******
  ********************
  
  ************ ** ********
  Dear Better Business Bureau,
  
  This letter is intended to provide clarification and explanation following a recent complaint submitted to North American Partners in Anesthesia (NAPA). The complaint is in regard to File No. ID ********.
  
  The consumer received services from **** in October 2024. **** submitted a claim to the consumers insurance carrier for the provided services. The original claim was billed under the consumers primary insurance,which paid the contractual allowed amount. The remaining balance of $91.05 was billed to the consumers secondary insurance plan. The secondary insurance plan covered the second claim with a remaining patient responsibility balance of $1.46.
  
  After review of the consumers account, it was determined that the remaining balance incurred was due to an internal billing error.  The consumer has since received a full refund from ****. To conclude, the consumers account has been closed, with a current $0.00 balance. 
  
  We truly apologize for any confusion this may have caused, and time spent to resolve this matter on behalf of the consumer.
  
  I appreciate the opportunity to review the consumers concerns and time to investigate the matter further. I anticipate that this provides explanation to the consumers concerns.
  
  Sincerely,
  
  ***** ******** * *********************** ** ********** *******
  ***** ******** ******** ** **********
  
  ******* ************
  

• Initial Complaint

  Date:01/27/2025

  Type:Product 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.

  I underwent an appendix surgery and received anesthesia service from "North American Partners in Anesthesia" (NAPA) on 02/12/2024. I paid the copay $140.64 via HSA on 03/29/2024. However, **** kept generating bills almost monthly from April ~ July 2024 claiming that I still owed them $140.64. I had to contact their customer service each time when I received a new bill, and they admitted those bills were wrong and would fix the issue (see the email record in the supporting documents for the reference).Now new bills of $140.64 are generated again in Dec 2024, and I tried to contact them again but received no response this time, but they are still threatening me that the bill will go to collections because it's overdue on Jan 19, 2025. The IDs of new bill generated this time are: **** * **** * ***** **** * **** * ***** **** * **** * ***** **** * **** * ***** **** * **** * ***** **** * **** * ***** **** * **** * ***** **** * **** * ***** with same amount "$140.64" and same due date Jan 19, 2025.Could you please ask "North American Partners in Anesthesia" to completely fix this billing issue? It is very annoying this issue periodically occurs that I have to contact NAPA each time but only get temporary fixes.

  Business Response

  Date: 01/29/2025

  1-29-2025
  BBB CASE#: ******** ****
  North American Partners In Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 2/12/24 at ****************************  ********** conducted a full review of the billing for the services for this patient and below is a summary of our findings.
  We filed a claim on behalf of the patient to the insurance that was provided to us ********
  BCBS NJ processed the claim with a patient responsibility $140.64 which we billed to the patient.This patient responsibility was subsequently paid.
  Due to an internal error, the  insurance adjustment was posted for the incorrect amount. This has now been corrected and the patients account now reflects a $0.00 balance.
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please contact us if there are any additional questions.

  Customer Answer

  Date: 02/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ** ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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.

  **** was supposed to ************************* ********** charity for my ENT surgery on 12/26/2023 but they sent the $1,828.30 bill to me instead. Even though I was well within the coverage date of the insurance card the charity issued me they still charged me as if I had no card at all. The charity insurance covered from 12/05/2023 to 9/05/2024. Now **** is threatening to send the bill to collections for their mistake. I have turned in the paper bill to ****** ************************ located on ************************************ which is a part of (********* ********** **********) on 12/17/2024. Now I'm told by the clinic it could take up to 90 days to process the bill which the first step is simply sending an email to ****. I was told by an agent from the billing department at *********************** that **** does this all the time which is confusing as to why they don't prevent this from becoming an issue in the first place. The agent also said my credit could get dinged soley because of NAPA's incompetence.

  Business Response

  Date: 01/08/2025

  BBB CASE #********
  ACCOUNT # ******** *********
  ********************** received an inquiry regarding a patient that we
  provided anesthesia services to on 12/26/23 at ************************************
  Our office conducted a full review of the account billing for this patient and below is a
  summary of our finding.
  On 3/6/24 we called the facility to see if they had any insurance for patient, they stated
  no insurance. Patient called 11/13/24 to inform us he had Healthcare Ministries charity
  was asked to send in the proof of charity to our email box
  *******************************************************************************. Patient called 11/22/24 asking for an
  itemized bill to be emailed to him. 12/6/24 this statement was emailed per request.
  Patient called 1/6/25 stating he had ******************************* charity was asked
  to get a copy of the approval from the facility and have them sent it to us. Today in the
  BBB complaint a copy of the charity approval was included, we have adjusted patients
  balance to zero since we now had proof of charity.
  Our goal is to provide exceptional patient care and excellent customer service to all our
  patients and their families and apologize for any inconvenience this may have caused.
  Please feel free to contact us if you have any additional questions.
  Kind regard,
  Patient Financial Services
  North American Partners in Anesthesia
  Office **************
  Fax **************

  Customer Answer

  Date: 01/09/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *********
  
  
  
   
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  I had surgery on Jan 26, 2024. My EOB states an 'insurance adjusted amount' of *******. **** bill shows 'insurance adjusted amount' of ******. Based on this NAPA is billing me for an additional $50 that I do not owe. I have contacted NAPA more times than I can count but they have still not corrected this issue. A simple search on ****** reviews shows just how unethical the billing practices are for ****.

  Business Response

  Date: 12/09/2024

  BBB case number ******** 
  
  Account ********* * ******* 
  
  North American Partners in Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 1/26/24 at ORTHO VA BREMO Facility.  Our office conducted a full review of the account billing and below is a summary of our findings. 
  
  We billed the claim to the **** insurance provided to us on the patient's behalf. **** processed the claim with a payment of ****** with an insurance adjustment of ******* leaving a patient responsibility of *****. There was an error in the posting of the insurance adjustment which was posted as $973.36.  
  
  The insurance adjustment has been corrected to reflect the accurate amount of $*******.  Additionally, we have received payments of $14.94 and $50.00 from the patient.  
  The account now reflects a zero balance. 
  
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact us if you have any additional questions. 
  
  Kind regards, 
  Patient Financial Services  
  North American Partners in Anesthesia 
  Office: ************* 
  Fax: ************* 

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My online account balance still shows that I owe $50 (see attached image).  I want an updated statement and visibility online to show I owe nothing.  I do not trust NAPA.  I have been trying to get them to correct this for over 4 months and have nothing but issues prior to that with getting them to file the claim with my insurance (instead of billing me at 100%).

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/31/2024

  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.

  I had outpatient surgery, on 02/20/2023. The Explanation of Benefits (EOB), dated 07/10/2024, indicates the ****** the provider (****) may request is $0.00. Billing statements which I received by North American Partners in Anesthesia (NAPA): 07/13/2024: $32.02; 08/09/2024: $32.02; 08/31/2024: $257.04; 10/15/2024: $32.02 -08/19/2024: Wife called insurance. Insurance stated the bill for $32.02 was not accurate. Insurance stated they sent **** a check for the amount of $387.95, on 07/03/2024, which finalized the insurance payment for the 02/20/2023 surgery. -09/09/2024: Wife called insurance and spoke with ** with the insurance company. ** will call **** and work as a member advocate and call **** in a few days to ask for correct bill and to indicate NAPA should not be sending bills to me. -09/11/2024: ** left VM with wife. ** stated she called **** and explained insurance payments and everything should be finalized with ****. Member should no longer be receiving bills. -08/09/2024: Wife called and spoke with representative ***** *. at ****. ***** stated they had not received/posted the previous insurance payment of $387.95. ***** *. provided email address to appeal the bill, dated 07/13/2024. ***** stated it will take approximately 30-days for the patients EOB to be received. -08/09/2024: Wife sent ******* EOB to email address of "appeals process" provided by *****: ********************************* -09/09/2024: Wife called and spoke with representative *****. *****/NAPA stated NAPA received patients EOB on 08/26/2024. **** needs to investigate EOB/patients NAPA bill as to why it went up to $257.04. ***** does not understand why the bill is so high. ***** states the investigation will come up with the right resolution. ***** STATED THE PATIENT'S BILL IS NOW ADJUSTED TO $0.00 and he has escalated this concern with the supervisors office and this will be resolved in 30 to 45 days. ***** stated the bill dated 08/31/2024 should be ignored.

  Business Response

  Date: 11/06/2024

  BBB CASE#: ******** ********* ********
  North American Partners In Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 2/20/23 at ***************************  ********** conducted a full review of the billing for the services for this patient and below is a summary of our findings.
  We filed a claim on behalf of the patient to the insurance that was provided to ***************************.
  Group Health Cooperative processed the claim originally on 3/15/22 with a patient responsibility of $195.75 as the patient deductible (for invoice #*******) and $64.85 (for invoice # *******) which we billed to the patient.
  Group Health Cooperative reprocessed this claim on 7/3/24 check #******, leaving patient responsibility of $3.56 (for invoice #*******) and $257.04 (for #invoice *******). 
  Patient made payments of $195.75 on 5/20/23 check #**** and $225.02 on 12/11/23, check #****.  ********** Health Cooperative reprocessing the claim the patient responsibility was less,and the patient has made an overpayment of $160.17.  We are currently processing a refund to the patient.
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 11/08/2024

  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 and the matter has been resolved as long as the refund is issued.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  I am making a formal complaint against NAPA(North American Partners In Anesthesia) due to the mishandling of billing for services provided on October 26th of 2023 NAPA incorrectly billed my insurance. First call to address this was 3/20/24 I provided insurance information and specifically labeled which was secondary and which was primary, they billed them backwards anyway. Next call was 5/15/24 to correct this issue after calling my health insurance and being told it was denied due to the reverse billing, they corrected this and resubmitted. 7/15/24 I called because my health insurance once again denied the bill due to the diagnosis code being wrong. 7/16/24 I called to check on the status of the corrective actions and found out it would be 30+ days before I would know. 8/2/24 I call to check on it once again and im told it was an issue with my coordination of benefits, call my insurance, both say no it was the incorrect diagnosis code. Fed up at this point I take a break from calling and call NAPA back at 8/29/24 and explain to them the issue is on their end, im asked to call my insurance and ask them for the correct diagnosis code(extremely unprofessional) but i try it anyway, insurance says they cant tell them how to bill as they should know the diagnosis code from the injuries that were treated. **** says they will escalate to a higher management and resubmit. 10/21/24 I called to check as insurance had not received a corrected bill, they say they still cant figure out the correct diagnosis code and then tell my when they run my eligibility for my insurance it says im ineligible, NAPA asks to make a 3 way call with my insurance so i do, in the three way call a NAPA employee basically begs my insurance provider for the correct diagnosis code in which the insurance tells her they cant assist her in billing as the diagnosis code is based of injuries treated. This must be submitted correctly by 10/26/24 if it is not I'm seeking to have the full balance waived.

  Business Response

  Date: 10/29/2024

  *** **** ****** ******** 
  ******* ******** **** 
  
  North American Partners in Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 10/26/23 at *******************************. Our office reviewed the account billing for this patient and below is a summary of our findings. 
  
  We billed the charges to the patients insurance that was provided to us Luminare Health as primary and BCBS as secondary on behalf of the patient. 
  
   Luminare Health denied the claim stating the patient is ineligible/non-covered for this service. **** also denied the claim stating secondary cannot be considered without the primary payment.  
  
  We contacted the facility where the patient received services to confirm the insurance information they provided us. Per *******************************, they billed Aetna Trustmark not Luminare. 
  
  We have now updated the insurance information on our claim and will be submitting the charges to Aetna Trustmark.  The coding was also reviewed for the claim which is coded correctly.  
  
  Our goal is to provide exceptional patient care and excellent customer service to all our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact us if you have any additional questions. 
   North American Partners in Anesthesia 
  Office: ************* 

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I will not consider this issue resolved until I get confirmation from insurance company of payment. I believe since the bill was finally corrected on the 10/29/24 it is past the service date of 10/26/23 after i had to get the BBB involved because multiple calls failed to resolve the issue. Due to the late submission insurance will likely deny it because it is past the submission deadline. We will see what happens and go from there. If insurance declines it I will be looking for the bill to be voided due to the extreme unprofessionalism of NAPA. The last call i had with NAPA was a 3way call with luminare health and whomever i was speaking with from **** said they billed the correct insurance company. Thanks!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/07/2024

  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.

  Better Business Bureau,I am filing a formal complaint against North American Partners in Anesthesia (NAPA) due to their mishandling of a disputed invoice since October 2023.I underwent a preventative surgery in October 2023, covered under the *************** Act with no out-of-pocket costs. NAPA incorrectly billed my insurance, Cigna, using the wrong CPT code. The correct CPT code, *****, would ensure full coverage by *****.Since December 2023, I have repeatedly requested NAPA to re-bill my insurance with the correct CPT code. Despite their assurances, no action has been taken. I have called on February 14, April 11, and July 9, 2024, receiving the same response each time. On July 9, I was told my claim was resubmitted, but as of August 6, 2024, Cigna has not received it.Additionally, on March 13, 2024, NAPA requested documentation from my surgeon, which I promptly submitted via fax and email. However, I have received no acknowledgment from NAPA.The lack of action and communication from NAPA is unprofessional and unacceptable. I continue to receive overdue invoice notifications, causing undue stress. This represents the worst customer service I have experienced and suggests broader issues with NAPA's billing practices.I seek BBB's assistance in having NAPA reprocess my claim with the correct CPT code or eliminate the $832.40 charge. Improved communication and responsiveness from NAPA are also necessary to prevent similar issues for others.Thank you for your attention.Sincerely,*************************** **Patient Account #:** ******** **Bill ID:** **************

  Business Response

  Date: 08/08/2024

  BBB case number ********  
  Account ******** *****
  North American Partners in Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 10/11/2023 at **********************.
  We billed the patients insurance Cigna Great West on behalf of the patient.  ************* processed the claim with a patient responsibility which we billed to the patient.
  Based on updated coding information we received, a corrected claim was sent to the insurance company. On 3/14/24 the coding was updated to ***** and billed to Cigna.  ***** has denied the claim as duplicates on two separate occasions.  On 8/7/24 reconsiderations were sent online under ticket ********** and **********.  We are awaiting reprocessing of the claim by *****.
  We are not billing the patient for any responsibility currently.
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact us if you have any additional questions.
  Kind regards,
  Patient Financial Services 
  North American Partners in Anesthesia
  Office:*************
  Fax: *************
  
  

• Initial Complaint

  Date:07/31/2024

  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 making a formal complaint about NAPA Anesthesia. A payment plan was set up in March to pay off an existing bill. It was set on auto payment and $264 has been deducted so far. We received a statement in the mail the other day saying we owed money. I reached out to **** and they claimed that the payment plan was canceled. I let them know we did not do this or authorize this. They claimed it came from their websites portal which we have never logged onto. I said that is definitely fraud and I would like to report that. They claimed they dont have a fraud department so I asked to speak with a supervisor. They put me on hold for a while then said they were in a meeting and would call me back in 24-48hrs, this was Thursday 7/18/24. It is now Wednesday 7/24, almost a week later and no response. They had also said they could put me on another payment plan which would be $50 more a month which is unacceptable since we didnt cancel it to begin with. So after not hearing back today I called. I immediately asked to speak with the supervisor and was once again given the run around until they finally put me on hold to get a supervisor. Now the supervisor was at lunch and the agent told me they would call me back in an hour. It has now past that hour **** and no call was received. This is very fraudulent business practices and we need to get this situated before the bill goes to collections please. They have been unwilling to help in any way besides charging me more money Im very frustrated that a business can be so dishonest with their practices. Update it is now the following Tuesday 7/30 and no call back was ever given.

  Business Response

  Date: 08/07/2024

  BBB case number ********
  Account ******** *****
  North American Partners in Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 1/23/2024 at ******************************************************. Our office conducted a full review of the account billing for this patient and below is a summary of our findings.
  We billed the patients insurance BCBC CT on behalf of the patient.  BCBS- CT processed the claim with a patient responsibility of $983.94 which we subsequently billed to the patient.  The patient made four payment of $66.00 each totaling $264.00. At the time of setting up a payment plan the patient was advised that $66.00 did not meet the minimum payment amount which need to be a minimum of $103.00 for seven months.
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact us if you have any additional questions.
  Kind regards,
  Patient Financial Services 
  North American Partners in Anesthesia
  Office:*************
  Fax: *************
  
  
  

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This was never once stated to me. Not at the initial time I setup the payment plan up or anytime after. I was told it would be $66/month. Then my payment plan was cancelled without my consent from a portal I have never been on. With multiple attempts to reach out to the company and speak with management after my plan was cancelled and no response or phone call back. This is fraudulent business practice. I entered into a contract with them to pay a certain amount and now they are switching it up and saying they told me one thing when they absolutely did not. The plan was $66/month debited from my account every 15th of the month with the last payment coming out May 15th 2025. I have the claim number as well but dont know if Im allowed to share it on this platform. I have all the documentation showing they are lying and absolutely unethical.

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

  
  
  
  
   
  

  Business Response

  Date: 08/27/2024

  BBB case number ********
  Account ******** *****
  
  The claim was sent to the patients insurance for review.
  The most current explanation of benefits (EOB) from the patient insurance shows a patient responsibility of $983.94 . A copy is attached.
  The patient has paid us a total of $264.00.  This would be a total patient responsibility of $719.94 still due from the patient, not a refund due. We are unable to process a refund at this time as one is not due.
  At this time we are not billing the patient as the insurance is still reviewing the claim. Once the insurance has finalized the claim, we will reach out to the patient.
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact us if you have any additional questions.
  
  Kind regards,
  
  ***************** Services 
  North American Partners in Anesthesia
  Office: *************
  Fax: *************

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

   Your company has acted fraudulent and terminated a payment plan without customer approval or notification. I would say a refund is owed due to this fraudulent activity. This is not how a reputable business conducts themselves. All I see on here is a bunch of comments on how your company acts without integrity. This needs to be rectified and I would like documented proof that this is not going to collections while you investigate it

   

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

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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.

  April 1, 2024 I need not have maternity insurance coverage and had an epidural for an uncomplicated birth. I received a bill from NAPA with an offer to receive a discount if paid online before 5/13/24. I followed their instructions and set up a payment plan with a $847.47 discount and began paying $201 monthly with an automatic withdrawal. After they deducted the agreed payment plan amount consistently for 2 months, they cancel the plan and say because I had an insurance policy, although no maternity benefits at all, they cannot offer the discount and returning to the original total of $5,649.77 for an epidural.

  Business Response

  Date: 07/24/2024

  BBB case number ********
  Account ******** *******
  North American Partners in Anesthesia received an inquiry regarding a patient that we provided anesthesia services to on 4/1/2024 at ***********************. Our office conducted a full review of the account billing for this patient and below is a summary of our findings.
  The patient was eligible for a discount as she was initially billed as a self pay account.The patients insurance was later added and submitted. At that point the self pay status as well as the discount  was removed.
  
  The patients insurance denied the charges as a non-covered charge and applied the entire balance to the patients responsibility. This amount was subsequently billed to the patient.
  
  In deference to the patient, we will allow the patient to create another payment plan
  
  Our goal is to provide exceptional patient care and excellent customer service to all of our patients and their families and apologize for any inconvenience this may have caused. Please feel free to contact us if you have any additional questions.
  Kind regards,
  Patient Financial Services 
  North American Partners in Anesthesia
  Office:*************
  Fax: *************