ComplaintsforBioTelemetry, Inc.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Biotel Heart Montoring service provided me with heart monitoring equipment ordered by my Cardiologist on 8/30/2022 and again on 3/11/2023. BOTH times I was told by my Cardiologist, Dr **** ********, that there would be no charge to me. I agreed, under those circumstances to use the devices those 2 times for a few weeks each. When I got a bill from Biotel in 2023, I called them for an explanation. Here is what they told me: "Yes, the Heart Monitoring Equipment is free when it is shipped to me, and i receive it; BUT if and WHEN I start to use it, I incur a charge: $240.77 for 2022 and again in 2023, a total of $483.54. WHAT A DECEPTIVE PRACTICE!!! My Insurance paid Biotel $8,758.23 twice! for a total of $17,516.46. To review I was told by my Doctor, the Heart Montoring Device which I needed was covered by insurance. When I explained this to the Biotel Heart Montoring Billing Service they responded, "YES, that was true, but only if they sent me the device and I didn't use it and send it back to them". Otherwise I owed them $483.54 for both usages. Talk about DECEPTIVE. Why would I send back a heart monitoring device unused, that my Cardiologist ordered & told me I needed. This is bargaining with my life. THERE WAS NEVER ANY INFORMATION, AT ANY TIME, THAT I WOULD BE BILLED ANYTHING, NOT EVEN A CENT! ONLY AFTER I HAD USED BOTH DEVICES AND SENT THEM BACK TO THE COMPANY IN A timely fashion, then their SURPRISE & UNEXPECTED BILLS ARRIVED IN THE MAIL. Can they really do that? Isn't that defrauding their customers?

  Business response

  05/12/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CardioNet, Malvern PA: billing account *******, June 2022. We began making monthly automatic bank draft payments on a balance bill directly to CardioNet. This company turned ** into collections with *** ********, *** before our first scheduled payment, although they new this. We have been in contact with both companies trying to explain. *** is aware that we've made all payments in full to Cardionet. Now, *** has threatened a court order against us for non-payment. Cardionet has not released those funds to *** and they can't seem to locate the payment balance we made. NO ONE at either company is reachable by phone. I have certified mailed copies of bank receipts, letters, emails, and documented calls. Would like to get this resolved immediatley without

  Business response

  04/06/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a collections notice from *** ********, LLC regarding a balance I supposedly owed CardioNet, LLC for "****** > 7 days" and I have been running from pillar to post trying to get clarity around what "****** > 7 days" is and why my Insurance did not cover it or did not send me a letter with the balance I owed as my portion of the Insurance. When I call CardioNet, LLC I keep getting transferred to *** ********, LLC and all *** tells me that they have been asked to collect a pending balance but they do not respond to WHAT the balance is for. I would like CardioNet, LLC to tell me what I owe this money for and not just keep sending me to collections.

  Business response

  04/03/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Improper billing practices: On 2/21/23 I received a bill from BioTel which had a statement date of 2/9/23. (US mail sure took a long time) The bill showed total charges of $9,000. for service on 12/22/22. The bill reflected an insurance payment of $947.76 With a bill adjustment of -$7,810.47 -leaving me with a patient balance of $241.77 - (Acct# ****** - Bill ******* Reference #************* ISSUE: Billed for 30 days, only used for 7 days. Reading the bill, Under header "Important Message" it clearly states "The amount you owe is for the REMOTE 30 DAY ECG TECH SUPP. prescribed by your provider. - - I only used this monitor for 7 days as prescribed by my doctor. - I called BioTel to correct this error and was told that the -BILLING IS THE SAME- whether you wear the monitor for 1 week, 2 weeks, or a full month! I asked billing rep. ******* for a complaint confirmation number and was told that BioTel does not issue a number to their complaints. He said to reference his name ******* and desk number of "350". - I then asked ***** if there was a supervisor I could speak with. ******* gave me the name "**** ***" and that I could expect a call within 24 to 48 hours.2ND ISSUE: No return call was made by supervisor, "**** ***." It is now, 2/28/23 - 4 business days.3RD ISSUE: I have since received my "Insurance Summary" which reflects all claims processed from Nov. 18th, 2022 through Feb.13th, 2023. - My insurance company apparently has NOT been billed by BioTec. There has been NO claim filed for $9,000, nor has there been an Insurance payment of $947.76.My feelings: $9,000 is a ridiculous amount to bill for a cell phone and a wireless sensor. Even the replacement cost wouldn't be this exorbitant. The insurance billing (or lack thereof) appears to be nonexistent. Billing the same amount regardless of the amount of time the equipment is used is a VERY POOR business practice. NO WONDER THIS COMPANY HAS NOT APPLIED FOR BBB ACCREDIATION!PRORATE MY BILL

  Business response

  03/09/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

  Customer response

  03/10/2023

  [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: ********

  SEE Attached Bill
  
  I am rejecting this response because: A BioTel person, "**************" did call yesterday on 3/9/23(no "desk: number this time because she is a "supervisor") .  I told ***** that when I get a correct bill reflecting my 7day usage (not 30days) AND when I get my insurance statement reflecting the $947 payment to BioTel, that I would have NO issue in paying their bill.  I also informed ***** that I had filed a BBB complaint. She said she was unaware. I gave her the BBB tracking number.  ***** then called back about an hour later.  She stated that the BBB complaint must have come in while she was previously talking to me.   Then ***** offered me a 20% discount to go ahead and pay this bill.  I refused in that this 20% discount still did NOT address the complaint of the inaccurate statement on the bill.  I have received verification from my insurance of ALL other claims from 11/2022 through 2/13/23.  There was NO claim from BioTel nor any payout of $947.76.  During the phone discussions I asked about the ridiculous bill of $9,000. ***** stated on two occasions, that this amount was previously approved to be submitted by the insurance co.  Interesting; #1. BioTel's bill alleges my insurance only paid $947 of the previously "approved" $9000.??  And #2.  All of my other doctor  & hospital visits for Flu &  Covid shots, EKG, ECG and stress tests did not total $9,000.   AND all of these other claims WERE reflected on my insurance statements, AND I have already paid my portion of these costs & fees.

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

  Business response

  04/03/2023

  This complaint was reviewed and addressed in accordance with our internal processes, this has been formally closed.  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for services on 10/5/22. got another invoice and thought there was an issue with HSA payer so I paid again via credit card on 12/7/22. HSA provider gave proof of payment so I called Biotel customer service on 1/12/23 and sent documentation and they advised on the phone that I should receive reimbursement in 10 days. Followed up on email 2/2/23 and again today I tried to call but wait was over 30 minutes so I emailed again. No response. I have sent them all documentation.

  Business response

  02/23/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

  Customer response

  03/03/2023

  [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: I have tried to contact them 2x and the wait time is over 20 minutes and there is no other means to contact them.  Do not know how they expect to resolve issues when they do not staff calls or offer a reasonable means to communicate.
  
  Regards,
  
  *******************************
  

  Business response

  03/06/2023

  Due to privacy laws we are unable to comment, if the complainant is an existing customer we will reach out directly for resolution.  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 8, 2022, I was fitted with a ****** monitor, and wore it for 7 days. We had to send the monitor to Phoenix, AZ for reading. The monitor didn't record anything, so an August 23, another was requested by my doctor, Dr.************************* On August 24, 2022 I was admitted to ********** Hospital in Duluth Minnesota, for erratic heart beats. The second monitor was removed and we sent that also to Phoenix AZ. I am on ********* and have ****** as my primary insurer. I received billing for my hospital stay, and for the original ****** monitor, which I paid in October of 2022. Today, February 10 2022, I received a bill from Biotel Heart, stating they are trying to collect a debt. I have never heart of Biotel or *********,LLC before. My insurance company has never received billing from them. I have tried calling them ( *********,LLC) and am being told of extremely long wait times. I have paid my share of all billings that have been sent to ******* Insurance. This billing from *********, doesn't show that I have a primary insurance. They billed me $3,500.00 with an adjustment of $3,300.00 leaving a balance of $200.00.This feels pretty shady to me, since I have not received any prior notifications, and my insuraqnce company has not either.

  Business response

  02/23/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early October, 2022, billed $241.77 for heart monitor provided for 30 days. Unable to make the payment in full. Payments made as follows: # **** 10/1/22: $25.; #**** 10/19: $30. ;11/1 #**** $30.;#**** - 11/16 $30.; #**** 12/1: $28.;#**** 12/23 $156.77. All these checks cleared. I knew the last payment was over the amount owed, but expected and would ask for a refund of $58. Instead, dated 12/22/2022, I received a new bill in January for $98.77. This company has been lax in crediting my payments and I am very angry that they have continued to bill me. I wrote them a letter 1/9/23 asking for a refund. No response. Cannot send the documentation except by snail mail, but I have all of it.

  Business response

  02/07/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

• Initial Complaint

  01/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a bill that is from 11/21/21 from Cardionet, LLC located in Malvern, Pa. 19355. I have an explanation of benefits from ****** stating that I owe 102.31 which is the amount that is agreed upon by the insurance company and Cardionet. I continue to receive bills that state I owe 221.21. The most recent bill that I received in the mail today states that the balance is $221.21 (which is what you continue to say that is owed) and now they are saying that I'm on a payment plan. I"M NOT ON A PAYMENT PLAN!!! I HAVE NEVER ONCE ASKED TO BE ON A PAYMENT PLAN!!! I just want a bill that states what I owe which is $102.31 and I will pay the bill immediately...as I've stated numerous times. Cardionet continues to bill me the wrong amount despite all the effort and time that ****** and myself have invested in trying to resolve this. Once again, this bill is from 11/21/21...I think they've had enough time to get it right. I've involved Anthem multiple times since my Explanation of Benefits does not match what you're billing me.

  Business response

  01/17/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

  Customer response

  01/20/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************************************
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a suspicious bill in November 2022 from January 2022. The bill has my insurance incorrect, my name is spelled incorrect, and the service is incorrect. It states that I was monitored for 30 days but I confirmed with ***************** it was in fact only 7 days that I had the monitor. I would like to know if this bill is legitimate and for my information to be corrected. I do not have **** ******** I have ******** ******** insurance.

  Business response

  01/03/2023

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

  Customer response

  01/12/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wore their heart monitor for 1 month. After my 30 days I called customer service because there were no clear instructions on how to return it in  the pre paid ***** plastic envelope. The envelope had no tracking numbers on it which I thought was strange so I made sure to take a photo of the package label. I dropped it off at the local business that does ***** pick up appx 3pm on Nov. 10th. On Nov 23rd I get an automated call stating that they had not received the unit back yet. I have emailed CS only to be told they have not received it. Also left a message on the 23rd for the dept. that is in charge of the returns but no call back yet. This is causing stress for someone that has a heart problems already. I've attached a photo of the return envelope that I sent the unit back in.

  Business response

  12/08/2022

  This correspondence is in regards to Complaint ID ******** filed with your office. 
  
  Federal privacy laws prevent CardioNet, LLC from disclosing member information without the individual's consent. We are in process of reviewing the information submitted under this complaint.  If we are able to confirm the complainants information, we will reach out directly to help resolve this issue.    

*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. ↩