Complaints

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

• Initial Complaint

  Date:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Carbon Health - Billing and Customer Service Dear Better Business Bureau, I am writing to file a formal complaint against Carbon Health due to billing discrepancies and a complete lack of customer service. I received a bill for a COVID-19 test from Carbon Health, which I believed should have been discharged in August 2022. Initially, I was informed by Carbon Health's staff that my insurance was accepted, only to later find out it was not. The $295 charge for the test, especially when the U.S. government was reimbursing for such tests, is concerning. Despite my attempts to contact Carbon Health, my calls and messages went unanswered. Carbon Health is threatening to send this bill to collections, despite not cooperating. As someone overseeing home care operations for Pennsylvania, I am appalled by Carbon Health's unprofessionalism. Holding collections over a patient's head due to their mistakes is unacceptable. It is perplexing that Carbon Health, a Pennsylvania healthcare provider, does not accept **** ***** *** **** ****** insurance. I request the bill's discharge and my record's deletion. Carbon Health's disorganization and lack of professionalism are unacceptable. I kindly request your assistance in addressing this matter and ensuring a fair resolution. If unresolved, I will explore legal options, with my attorney as the next point of contact. I urge the Better Business Bureau to investigate this complaint and work towards a resolution. Sincerely,******************************

  Business Response

  Date: 10/04/2023

  October 4, 2023

  BBB Serving Metro Washington DC and Eastern Pennsylvania
  1054 Oak Street
  Scranton, PA 18508
  (p) ************
  (f) ************

  Re: Complaint ID ********

  To Whom It May Concern,
  This communication is in response to the letter received from the BBB Serving Metro Washington DC and Eastern Pennsylvania dated 09/13/2023 regarding Complaint ID ********. Carbon Health strives to give our patients the best possible experience. Carbon Health received government reimbursement for COVID-19 testing and vaccines for self-pay patients until 03/22/2022 at which time government reimbursement was discontinued. The patient was seen on 08/08/2022 by an out of network Carbon Health provider and was charged an out of network rate for the services he received. The patient’s bill has since been reduced to the self-pay rate and a request has been made to the billing team to contact the patient directly.
  
  If you have any questions or need additional information, please do not hesitate to reach out to me directly.
  
  Sincerely,
  

  ***************************
  VP, Compliance
  ************
  ********************************************************

  Customer Answer

  Date: 10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this is inaccurate information according to my research. I would direct your attention to the Families First Coronavirus Response Act, No Surprises Act, Coronavirus Aid, Relief and Economic Security Act, and the CARES Act. These laws explain that their should be no co-payments, deductibles, or out-of-network costs associated with Covid-19 testing, or surprise charges to patients. To my knowledge, all of these laws are still in effect currently. Perhaps this is an issue with how you are attempting to bill the insurance company, or perhaps the insurance company is in violation of not paying the full amount? Either way, this is not the responsibility of the patients.

  Here is a link to some of the literature on this issue

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

  No Surprises Act: This legislation, included in a bill signed in 2021, prohibits health insurance companies from charging patients with surprise medical bills for seeking treatment with emergency services and certain out-of-network providers.
  

  The Families First and Coronavirus Relief Act: This act mandates that COVID-19 testing must be provided to patients free of charge, including any associated doctor's visit, emergency room, or urgent care costs. This law applies to all types of health insurance, including ******************* and private insurance. Insurers are required to cover all out-of-network testing expenses, regardless of the test type (PCR, antigen, serological, at-home) or cost.

  I have had a preliminary discussion with an attorney for a potential class action lawsuit. I am highly concerned that Carbon Health is inaccurately billing patients, charging credit cards, and not operating with in the scope of the law accurately, whether it by malice or ignorance is irrelevant.

  I continue to attempt to reason with your organization and provide evidence based information regarding this issue. I am hoping that someone with your accolades and position will be willing to take a deeper dive into this issue, and, either provide me with the research that proves me wrong, or correct the problem if you are mistaken

  Still looking forward to a phone call from you. Perhaps we can set up a quick meeting to discuss? ********* Teams works for me.

  Regards,
  
  ***************************
  ************

  Business Response

  Date: 10/17/2023

   

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NEW ******* ** LOCATION:Their practices are not ethical. I went in for a covid test and sinus infection. They did a panel that I didn't authorize and I now have a massive bill for almost $800. I only authorized a covid test. The woman at the front desk has you sign forms. She told me that that if anything I may get a bill for $60-80 dollars more. They never said I WOULD BE BILLED OUT OF NETWORK. They said that they are getting ************ certified but then your billed out of network. I will never go here again. $800 for an office visit for a covid test and sinus infection unacceptable and they were extremely deceptive from the fact that they are running unauthorized or explained test and the fact that they said that they are getting ** certified and we may get a small bill in addition to the visit. NOT HUNDREDS OF DOLLARS!

  Business Response

  Date: 12/01/2022

  This communication is in response to the letter received from the BBB serving Metro ************* and Eastern ************ dated 11/9/2022 regarding Complaint ID ********.

  If you have any questions or need additional information, please do not hesitate to reach out to me directly.

  Regards,

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