Complaints

This profile includes complaints for KeyBridge Medical Revenue Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  KeyBridge Medical Revenue Care

  2348 Baton Rouge Lima, OH 45805-1167

  
• 

  KeyBridge Medical Revenue Care

  PO Box 1568 Lima, OH 45802-1568

  

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:12/23/2024

  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.

  This is medical debt that has been paid in full several months ago. They contract with ***************** who's billing/accounting systems is awful, which is continually adding then deleting charges and records of payment. Key Bridge says it is against there policy to obtain updated billing and account information. They claim it is my responsibility to act as a liaison between the 2 companies that are contracted together to collect debt. This is false. Each company must periodically updated accounting records.

  

  Business Response

  Date: 01/03/2025

  We've reviewed the complaint and completed an investigation.  Upon communication with the creditor client, they confirmed the accounts were placed in error and insurance had adjusted all charges to $0.00.  KeyBridge has closed out these files from our system of record and mailed confirmation to the consumer reflecting our action.  We have also provided additional training and coaching to the account representative who initially handled the phone call on December 20, 2024.

  Sincerely,

  KeyBridge 

• Initial Complaint

  Date:11/27/2024

  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 have asked KeyBridge Medical Revenue Care to stop billing me for this amount as it was paid on time to *** ****** **********. I have mailed verification of this payment six times. KeyBridge calls multiple times per day, even after I asked them to stop calling my personal cell phone. They threaten to ruin my credit and force me into foreclosure on my home. They now have found my work number as I am state employee and call me on that number as well

  

  Business Response

  Date: 12/03/2024

  The complaint has been reviewed by the agencys Compliance Officer and a detailed investigation was conducted.  Based upon our internal records, KeyBridge Medical Revenue Care received the consumers original dispute on April 11, 2024,along with supporting documentation on the proof of payment.  It was the same supporting documentation provided in this complaint. The dispute and all provided documentation was sent to the consumers creditor to investigate.  On April 26, 2024, the creditor responded that they did not have the payment, and the balance was still due.  KeyBridge understood that payment processing along with mail time could be delayed so the account was placed on hold until June 7, 2024. KeyBridge rechecked with the consumers creditor on the status of the payment.  The creditor reconfirmed that no payment was received, and balance was still due. A verification letter outlining the results of our investigation was mailed to the consumer on June 24, 2024.  Our records show the consumer reached out to us again on August 5, 2024, requesting that we reinvestigate based upon the proof shed provided.  The reinvestigation resulted in no change in the account status.  We made only 2 call attempts to notify the consumer of the account status before we exhausted our efforts.  Our last attempt was made on September 26,2024.   We have never received any verbal or written communication prior to this complaint to cease call activity.  Furthermore, our agency does not even possess the consumers work phone number, so no calls could have been made to her place of business.   In our investigation we confirmed due to the balance, no reporting of the account was ever furnished on any credit report.     We have removed the consumers phone number and placed the file in a do not call status.  If the consumer wishes to discuss this further, she may contact a supervisor at KeyBridge or the Compliance Officer.
  Sincerely,
  KeyBridge Medical Revenue Care 

• Initial Complaint

  Date:11/25/2024

  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 not liable for this debt with ****************************. I do not have a contract with **********, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 12/05/2024

  The complaint has been reviewed and investigated.   ********* has a contract and business associates' agreement with the consumers creditor, *****************************  KeyBridge mailed a notice to the consumer on December 20, 2022, with no response.  We did confirm the notice was mailed to the same address listed on the complaint.  In direct response to this complaint, we notified the original creditor and requested complete documentation to substantiate the account.  We received a response from ***** on November 27, 2024. KeyBridge will mail verification along with supporting documentation to the consumers address listed on the complaint. We have notified the credit reporting agencies of the dispute.  KeyBridge will not delete the tradeline.  Our reporting falls within FCRA guidelines.  Once the account is paid,the adverse reporting does get removed.   After the consumer receives the documentation,she may address any further questions directly to KeyBridge.  We are happy to discuss and arrange a resolution directly with the consumer.
  Sincerely,
  KeyBridge
  

• Initial Complaint

  Date:09/06/2024

  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.

  June 1, 2024 and August 25, 2024. I pay $149 a month on autopay to my medical debt to keybridge. Keybridge reported 2 counts of non payment derogatory account to my credit. However, I've never missed a payment. I've called 3 times, they confirmed both reports were errors on their end. They stated each time both reports would be removed within a month. 3 months later for the first report and 1 month later on the second and neither report has been removed from my credit. I did not do anything to deserve this and my credit is suffering. I need these taken off my credit asap!

  

  Business Response

  Date: 09/12/2024

  We have thoroughly investigated this complaint and concluded that information to delete the tradeline was furnished to the credit reporting agencies.  We apologize for the inconvenience if the reporting agencies have not complied.  On September 9, 2024, the compliance officer had one of his on-site agents expedite our request to delete the tradeline through the e-Oscar reporting system. If the tradeline is not removed within the next 3-5 business days, please notify the compliance officer at KeyBridge. 

  Sincerely,

  KeyBridge 

• Initial Complaint

  Date:06/14/2024

  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.

   
  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: 06/18/2024

  We have read the complaint and conducted an internal investigation which did include a review of the call recording.  KeyBridge does apologize for any use of language during the call that did not aid in the overall patient experience.  It is always our objective to work with consumers to reach an amicable resolution in a respectful manner.  Our agents do work within a payment structure based on balance and do require supervisor approval to go outside of that matrix. We have forwarded the file over to the floor supervisor for further review to determine if a lower plan can be arranged. The agent who handled the call was always coached.  As requested,we have flagged the records as disputed. Once a determination of minimum payment has been made to keep the account in good standing, someone from our office follow up with the consumer. Financial assistance may also be a solution we could recommend to the consumer.
  Sincerely,
  KeyBridge 

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service 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.

  harassing / repeated phone calls from KeyBridge Medical Revenue Care and I have no defaulted medical bills ************

  

  Business Response

  Date: 04/11/2024

  KeyBridge has reviewed the complaint and completed their investigation.  The telephone number was inadvertently assigned to a record in our database by our client.  When the owner of the telephone number contacted us directly on April 4, 2024, and notified us that we had a wrong number, our system of record was updated immediately.  The telephone number was removed, and no further calls will be placed.  We appreciate this error being brought to our attention.  

  Sincerely,

  KeyBridge 

• Initial Complaint

  Date:03/05/2024

  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 received a collections letter in the mail yesterday which stated it was a legal action request. Over 6-7 months ago I called Keybridge and requested an itemized bill showing what every charge is and i was told they would mail this information to me. I never received the information the promised to give me.

  

  Business Response

  Date: 03/15/2024

  KeyBridge has reviewed the complaint and conducted an
  investigation.  Our system of record does
  reflect that we received your communication in October 2023 requesting more
  details. The agent assigned to your account did reply, but apparently you did
  not receive the itemized statements. We’re in the process of regathering the detailed
  records. Once we have completed our review, we will mail these documents directly
  to your home address. We anticipate this should be completed in the next two
  weeks. If the consumer has any follow-up questions regarding our investigation
  or our response to this complaint, our telephone number is ************.  Our hours of operation are Monday through
  Thursday 8am to 6pm and Friday 8am to 5pm.
  Sincerely,
  KeyBridge 

• Initial Complaint

  Date:03/04/2024

  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.

  All I have is the bottom half of the bill

  

  Business Response

  Date: 03/20/2024

  KeyBridge has reviewed the complaint and conducted an investigation.  We contacted the original creditor who has substantiated the debt. KeyBridge has a contract and business associate agreement with the original creditor which explains our involvement. A copy of the verification along with documentation to support the account will be mailed to the consumer.  KeyBridge also verified the data for the account we submitted to the credit reporting agencies was accurate and within the scope of compliance pertaining to the FCRA.  Once the account is paid in full, the tradeline will be deleted.
  Sincerely,
  KeyBridge