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Business Profile

Payment Processing Services

ECHO Health, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/16/2023

    Type:Billing Issues
    Status:
    Unresolved
    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.
    On December 1st of 2022 I used simplicity payment platform to make a payment of $334.83 to Carolina medical center and another one of $113.60 for Adeline Dozois, MD the provider of the services rendered to my daughter ****** *******. Both amounts equal to $448.43. About a month later I received a bill from Carolina medical center requesting payment for such amount. I then called simplicity and they said they have sent payment and to give it sometime to process. A month later I get another bill again for the same amount stating that the bill is past due and payment needs to be made to prevent from sending to collection. I again called simplicity and they said they would cancel previous check and resend payment. Fast forward 4 months later the provider and hospital still have not yet received payment from simplicity. I then decided to make payment to Hospital and provider directly to avoid for it to be sent to collection. I called simplicity to request payment reimbursement. They then said they would send me a check and it would take a week or two to receive. Its now been about a month since and I still have not yet received reimbursement. Please help! I feel as they are not taking my request serious and nothing has been done to resolve the issue. It has been 5 months and 2 weeks now from the day I made the payment through them.

    Business Response

    Date: 05/17/2023

    We have been in contact with the member (5/16/2023).  They have agreed to give additional time for payment to be received.  There was an issue with payment going to the wrong address.

    The Simplicity Team

    Customer Answer

    Date: 05/22/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    On May 15th I spoke with Dave from Simplicity and said a check was mailed out to me on May 6th and that I should wait at least another day to receive it. I have waited patiently from day one of reaching out to them. They keep telling me I should received a check soon. Keep in mind we go back to December and no solution. BBB please help me resolve this by requesting this business to resend me a check for the amount of $448.40 Fedex with a tracking number. 



    Regards,



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









     

    Business Response

    Date: 06/06/2023

    ON 5/6/2023 check ******* was issued to the member.  We are researching the check details.

    Thank you,

    The Simplicity Team

    Customer Answer

    Date: 06/29/2023

    I have not received reimbursement check. 

  • Initial Complaint

    Date:05/15/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    As a small psychotherapy private practice we process payments for our patients. One insurer (Mertain) uses Echo Health Inc to process payments, which are sent via a virtual credit card. As providers we should not be required to pay additional fees for the services that we render. Echo provided an option for EFT but neglected to mention that a service charge is associated with this form of payment. The final option is to receive paper checks which take a long time to get issued and often "get lost in the mail." I have spent countless hours on the phone with this company trying to resolve long standing billing issues. Their billing practices are abhorrent and in violation of the HIPPA law. In addition to this, I have submitted a complaint to the Department of Health and Human Services.

    Business Response

    Date: 06/02/2023

    Thank you for
    bringing this matter to our attention. We apologize for the miscommunication
    that has taken place in the
    past, and any
    frustration that has caused. At this time, our customer service department has
    opted this Tax ID out of the
    virtual card
    program, and has provided our EFT enrollment form, for an alternate payment
    option. We believe this matter
    is now resolved –
    thank you for giving us the opportunity to address this for you

  • Initial Complaint

    Date:03/20/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    As a private Dental practice, we have been submitting claims for our patients for the last 25+ years. We have always received our payments by check from the dental insurance companies. Within the last 12 months or so we have been getting virtual credit card payments from Echo Health (QuicRemit) even though we never opted in, nor did we authorize this method of payment. We have called numerous times indicating that we do not wish to receive payment in this manner. We should not have to incur the added fees involved in accepting credit card payments from insurance companies. We have asked to be removed from any and all future payments via Echo Health (QuicRemit) both verbally and in writing. They indicate that we need to request this every single time we get a new payment from them. They told us they cannot remove us by our Tax ID #. This is a major inconvenience, and this delays payment to our office since we have to call and cancel the credit card payment and wait an additional 7-10 days for a check to be issued. This company should not be allowed to issue any virtual credit card payments or EFT unless the office authorized it, which we never did.

    Business Response

    Date: 03/31/2023

    ECHO's Customer
    Service manager reached out to provider's office and discussed our payment
    options. As a
    result of that
    conversation, we updated the provider's payment preferences and sent an email
    to confirm this selection.
    We believe this
    matter is now resolved. Thank you for giving us the opportunity to resolve this
    issue

    Customer Answer

    Date: 04/03/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



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



    Regards,



    ***** ******




  • Initial Complaint

    Date:12/02/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have opted out of QuicRemit and contacted customer service - was told I'd receive a paper check within 7-10 business days. Had not received it, so I called again to be told that the QuicRemit was NEVER CANCELLED and a paper check was not on the way for me. There is no easy way to make a complaint to the company -- there were not even notes on my account stating that I called the first time. This is unprofessional and is holding payments from me that I was counting on. This is not okay.

    Business Response

    Date: 12/06/2022

    ECHO's Customer
    Service manager reached out to provider's office and discussed our payment
    options. As a
    result of that
    conversation, we updated the provider's payment preferences and sent an email
    to confirm this selection.
    We believe this
    matter is now resolved. Thank you for giving us the opportunity to resolve this
    issue

  • Initial Complaint

    Date:11/28/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I Started Working With My Client On Oct.29,2022 I Didn’t Receive A Virtual Card Until Nov. 23,2022 & I Didn’t Even Ask To Receive This Card They Said I Had To I Was Told I Was Getting A Check Sent Out & Instead I Received A Virtual Card That I Was Forced To Use Because I Had Bills That Was Due So I Couldn’t Cancel & Get A Check I Turned In My EFT Documents Nov.17,2022 Someone Messaged Back On Nov.19,2022 I Talked To Someone Else Nov.15,2022 & She Told Me To Call Back Today An I Then Talked To 10 Different People Just To Get Put On Hold For Hours & No One Answer I NEED MY DIRECT DEPOSIT SET UP IMMEDIATELY THIS IS UNACCEPTABLE THAT PEOPLE MONEY IS BEING PLAYED WITH AN THEY STILL HAVE TO WORK JUST TO NOT RECEIVE THE CORRECT PAYMENT OPTION WHICH IS I WANT DIRECT DEPOSIT ???? If MY DIRECT DEPOSIT CANT BE SET UP SOMETIME THIS WEEK LET ME KNOW SO I CAN FIND A NEW BILLING COMPANY??

    Business Response

    Date: 11/30/2022

    Thank you for
    bringing this matter to our attention. We apologize for the miscommunication
    that has taken place in the
    past, and any
    frustration that has caused. At this time, our customer service department has
    opted this Tax ID out of the
    virtual card
    program, and has provided our EFT enrollment form, for an alternate payment
    option. We believe this matter
    is now resolved –
    thank you for giving us the opportunity to address this for you

  • Initial Complaint

    Date:10/31/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********** Payments contacted me with the opportunity to pay my medical bill simpler and quickly. They had the date of medical service I received and the name of my doctor. I assumed it was reputable. I paid them $100 on July 8, 2022 thinking they were associated with my doctors office. My doctors office contacted me on July 28, 2022 saying my balance will go into collections. I advised them that ********** Payments has their fee. My doctor informed me of never receiving my payment from ********** so I had to pay twice.
    I contacted ********** for a refund and have been told they will send me a check in the mail. I asked them to refund my card and was told, the refund has to be in a form of check. As of today and after many requests for a status of my refund and being told "the check is in the mail", I STILL have not received my refund. I've filed a dispute with my credit card and have informed ********** Payments of Weslake, OH that I am filing a complaint with BBB.

    Business Response

    Date: 11/04/2022

    A virtual credit card payment was issued to the provider for $100.00 on 7/8/2022.  The provider did not honor payment.  Subsequently, the card was "blocked" by **********, and a hard copy check was sent to the same provider on 9/27/2022 (check # ******).  The check was never cashed.  We put a stop pay on the check on 11/1/2022, and have requested a refund to the member.  If you have further questions, please contact me directly at *************  ****** ****, ********** Account Manager

    Business Response

    Date: 11/07/2022

    I have left a voicemail for *** ********* in response to her voicemail to me.  I am awaiting response, and will update the communications thread once I speak to the member.

    Customer Answer

    Date: 11/15/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:


    I have spoken to Mr ****** **** a couple of times to resolve this issue. He has agreed that ********** will refund my $100 to the original form or payment and will call me when the refund has been completed. I have reviewed the response made by the business in reference to complaint ID 18328197, and find that this resolution will be satisfactory to me when I receive my refund. 



    Regards,



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




  • Initial Complaint

    Date:10/26/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have been continually opted into virtual credit card payments from this company. I have sent a letter with all necessary details to opt us out, but they refuse. They are asking for us to fill out a spreadsheet with draft numbers from each office to opt out. We have 40 offices and receive hundreds of these credit card payments every month. There is no reason they need the draft numbers to opt us out. They need to resolve this issue! We did this last December with the same letter and information, and they will not do this for us now. We did not opt in so we shouldn't be receiving them in the first place.

    Business Response

    Date: 11/09/2022

    Thank you for
    bringing this matter to our attention. We apologize for the miscommunication
    that has taken place in the
    past, and any
    frustration that has caused. At this time, our customer service department has
    opted this Tax ID out of the
    virtual card
    program, and has provided our EFT enrollment form, for an alternate payment
    option. We believe this matter
    is now resolved –
    thank you for giving us the opportunity to address this for you

  • Initial Complaint

    Date:10/19/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ECHO Health Inc keeps faxing our office ********* virtual credit card payments which we have not opted in for. As we cancel for each carrier, we experience another time delay in reimbursement. This is a small office and the amounts are incremental, $5-$10, and today again after opting out for yet another company, another medicare advantage insurance carrier, I was told I cannot opt out across the board for all carriers. Each call, if Im not put on hold, is a minimum of 10-15 minutes, having to recite all our office demographics and patient draft number, etc. The reps are respectful (all eight that I have spoke with since 10/6/22) but insist that I cannot perform a general opt out. The rep today told me where I can get a carrier list and then said I would have to call in for each carrier to opt out?! As I saw on a prior complaint, August 18, 2022, ECHO WAS able to opt out for a Tax ID. That should be an option for all providers. ECHO should continue to provide options to receive checks or opt in for an EFT program. That opt out option should be easily, simply and readily available for all providers.

    Business Response

    Date: 10/20/2022

    Thank you for
    bringing this matter to our attention. We apologize for the miscommunication
    that has taken place in the
    past, and any
    frustration that has caused. At this time, our customer service department has
    opted this Tax ID out of the
    virtual card
    program, and has provided our EFT enrollment form, for an alternate payment
    option. We believe this matter
    is now
    resolved – thank you for giving us the opportunity to address this for you

  • Initial Complaint

    Date:10/10/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have opted out from virtual credit card payments from Echo Health numerous times! and now I am receiving VCC once again! When I have called in the past the customer service reps at Echo pressure me as to why I do not want VCC payments. I get charged a fee for processing credit card transactions therefore not getting the full insurance reimbursement for the services rendered. It is a headache to be going online everytime to cancel the VCC payment and request a live check! When I OPT OUT it means OPT OUT! I never authorized any virtual credit card payments for my business!

    Business Response

    Date: 10/13/2022

    Thank you for
    bringing this matter to our attention. We apologize for the miscommunication
    that has taken place in the
    past, and any
    frustration that has caused. At this time, our customer service department has
    opted this Tax ID out of the
    virtual card
    program, and has provided our EFT enrollment form, for an alternate payment
    option. We believe this matter
    is now
    resolved – thank you for giving us the opportunity to address this for you

    Customer Answer

    Date: 10/13/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    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. 



    Regards,



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




  • Initial Complaint

    Date:09/21/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been a counselor in private practice and complete my own billing. Now, against my will and without my request I am receiving virtual credit cards for payment in place of paper checks. Echo Health is not giving providers the option to opt out, and instead we have to go to their website and cancel every virtual credit card and then request a paper check which adds several more weeks to payment time. The inability to opt out entirely and just receive paper checks is unacceptable. I have spent multiple hours with different customer service agents and as a practitioner I do not have the time to sit on the phone for hours on end dealing with errors not caused by me. To add salt to the wound, they provided the wrong address and now I have to independently contact each insurance agency with a new W9 with an updated address. This is beyond frustrating. I have been in my field for many years and this is singlehandedly the worst, mindless thing I have encountered from a business.

    Business Response

    Date: 09/23/2022

    ECHO's
    Customer Service manager reached out to provider's office and discussed our
    payment options. As a
    result of that
    conversation, we updated the provider's payment preferences and sent an email
    to confirm this selection.
    We believe
    this matter is now resolved. Thank you for giving us the opportunity to resolve
    this issue

ECHO Health, Inc. is NOT a BBB Accredited Business.

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