Complaints

This profile includes complaints for HCA Physician Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HCA Physician Services

  2000 Health Park Dr Brentwood, TN 37027-4525

• 

  HCA Physician Services

  Three Maryland Farms Suite 250 Brentwood, TN 37027

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:05/28/2024

  Type:Product 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.

  In February 13, 2024 I made payment of $46.61 to Aurora ***************************** I mistakenly paid this bill twice as it was also listed on my Cigna website account. I received a refund of $46.61 for the overpayment in March of 2024, deposited it digitally to my credit union, and on April 3, 2024 the credit union rejected the check from ********* Physician ************** because they were not able to locate their account and withdraw the funds.I have called Nashville Physician ************** at approximately 4 times regarding this and today I asked them to issue a new refund check. I was on the phone with them for 30 minutes today, 15 to 20 minutes of that was my being on hold. I hung up and decided to file this complaint. I have also contacted my credit union 3 to 4 times and they cannot do anything without a new check being issued.

  Business Response

  Date: 05/30/2024

  We have reviewed your account and were unable to locate an issue with the check. We will be requesting a stop payment and requesting a new check be cut. Please allow time for the stop payment and reissuing of check to process.

• Initial Complaint

  Date:12/05/2023

  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.

  This company is handling billing for our healthcare provider but refuses to do the work to collect. If there are any discrepancies between them and insurance, which there have been several since my daughter was born a year ago, they expect you to play middle man. The billing department advised me they ************ the money and send bills, they do not place any outbound calls or attempt rebilling. I am tired of doing their job for them to ensure that money that I dont *** does not get falsely reported. This company needs to be reported to the ***** as well

  Business Response

  Date: 12/06/2023

  Hi Kaleen,

   

       We have reviewed the account and the reason we advised for you to contact your insurance is because of the guidelines the plan you signed up for includes. I understand your frustration, but we are not able to override the contract you signed up for with your insurance company. All information obtained is based on the information your insurance company provided. This is a discussion to have with your insurance company on what they cover and will not cover. If we receive confirmation from your insurance company asking for us to rebill, we will be happy to. At this point of the claim process without that confirmation if we rebill the claim will automatically deny as a duplicate and the concern will not be resolved. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20961069
  
  I am rejecting this response because: a letter has been forwarded in regards to your unfair and illegal collection acts. This has nothing to do with my insurance rejecting anything. You billed an amount based on the in network amount per my insurance, and were paid that amount. Your company noticed the benefit amount was higher after receiving the *** and are trying to bill for that amount. After doing your job for you and contacting my insurance in regards to your questions about the ***, they finally were able to contact you this morning, after trying several times yesterday, and advised you I am not responsible for that amount. They spoke with ******** and advised it would be reviewed. I have a written response forwarded via mail and email and will be expecting response no later than 12/30/23. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/13/2023

  Hi ******************,
      We bill all insurance filed claims based on the *** we receive from the insurance. I can confirm the billing was based on the *** information your insurance company sent to us. We will be happy to get this rectified for you. Please allow time for us to review and process the updated *** that you provided.

• Initial Complaint

  Date:11/20/2023

  Type:Product 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 been calling Dr. **** ****** since June 27, 2023 regarding a missing refund. I spoke to *** in billing at dr. ****** she said refund was issued but could not tell me when check was mailed. *** said to call central billing ******* I have been calling the central billing ****** since June 2023 they tell me the same thing : check issued but cannot tell me when the check was mailed. I confirmed the address on file they have which is correct. The central billing ****** say the turnaround for checks is ***** days. It has been 5 months now and no check has been received in the mail. The last time I called in August they told me same thing. I asked to speak to manager in refund ***** ******* refused to transfer me to manager. This is ridiculous! I have left messages for supervisor and manager and no return calls back. I want me refund now! I called Dr. ****** ****** back on 10/26/23 spoke to **** the manager he said check is somewhere?????He refused to research what happened to my refund. I not not returning to this unprofessional dr. ******* The ****** called me to reschedule for Dr. **** don Dec. 1st?????The dr ****** refuses to update my name to my legal name per my Driver's License.The date of service is 06/02/23 and my insurance paid Dr. ***** Per my EOB BCBS processed claim with NO COPAY. I paid my copay on date of service.

  Business Response

  Date: 11/21/2023

  Upon review of the account, the history shows that a refund was sent. Patient then called stating she never received the refund. We voided and reissued the check. Patient called back stating that she still has not received refund. We sent email to our Credit Balance team. Who advised that the second refund check has not been cashed. We attempted to call the patient to verify the guarantor address, however she has a ****** screening service on her phone. We left message advising her to call ****************** to verify Demographics. So, we can insure we are mailing to the correct address. We placed a note in the patients account requesting ******* verify the guarantor address.

  Customer Answer

  Date: 11/21/2023

  I called back in August and verified my address then. I have never had issues with missing mail. 

  I informed ******* back in August check issued to my legal name ******************************

  I have lived at my address for 20 years. 

  I asked to get tracking information on check being sent. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20891559
  
  I am rejecting this response because:

  Date Sent: 11/21/2023 9:18:46 PM
  

  I called back in August and verified my address then. I have never had issues with missing mail. 

  I informed ******* back in August check issued to my legal name ******************************

  I have lived at my address for 20 years. 

  I asked to get tracking information on check being sent. 

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

  Business Response

  Date: 11/28/2023

  Hi ******,

   

     We have tried to call you again in regard to verifying your address. Your ****** assistance voicemail will not allow us to leave a message. We have confirmed both checks were sent to the address we have on file the last check being sent August 26th 2023. We will reissue you another check to the address we have on file. Please allow 48hrs for the check to be cut and sent. If you have any additional questions, please follow up with the billing department.

  Customer Answer

  Date: 11/29/2023

  I returned phone call and confirmed my mailing address. 

   

  The check needs to be payable to my legal name *****************************

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20891559
  
  I am rejecting this response because:

  I returned phone call and confirmed my mailing address. 

   

  The check needs to be payable to my legal name *****************************

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

• Initial Complaint

  Date:10/19/2022

  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.

  I have 2 daughters, each with bills with this company. I have been attempting to get their counts resolved since May 3, 2022. I have emailed information as requested in a timely matter. Every 2 weeks I have called for updates only to be told to allow more time. No one could verify that my documents were ever received. The one letter I did receive asked for additional documentation which was sent out 9/7/2022. Oct 10th I called again and again was asked to allow for more time next they could not verify anything. Finally I called back again on Oct 19. I spoke with ***. She verified that no additional documentation was received for one daughter and so my case was closed and sent back to normal billing. She had me forward my original email with the additional requested information to another email and she set up a ticket number. For my other daughter she said no additional information was ever received even though I never received a letter requesting additional information from her. I verified all the information was sent in the original email I sent for her account. She again had me forward that email and set up another ticket number. She said to allow another ***** days. It is ridiculous that I cannot contact a supervisor and that departments do not communicate with each other letting them know where my accounts are in this process. I have little faith that these "tickets" will result in anything being done and that I will continue to have to contact anyone that happens to answer the phone and get will no answers once again.

  Business Response

  Date: 10/28/2022

  We were unable to locate the patient account information as none of the daughters names or DOBs where in the complaint; however, we reached out via email on 10/28 to get that information in order to resolve any outstanding issues with the account. Upon the patients reply, we will continue to partner with her to resolve the issue.

• Initial Complaint

  Date:09/19/2022

  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.

  I thought my isssue was resolved. This was the response I got: BUSINESS RESPONSE : HCA has multiple addresses, for Physician Services the Brentwood ,TN is the main office and the Cincinnati, OH address is for patient payment/correspondence. A review of Ms. ******'s account is complete. A refund in the amount of $214.69 is being processed and will be mailed to the address on file. Also, a current patient ledger is being mailed which shows a zero balance on all claims prior to the new date of service 8/18/2022. At this time, the new claim is pending insurance processing and once processed if any patient liability is due a new billing statement will be mailed to Ms. ******.I received a check for $31.73 and another one for $9.95. I called the patient accounts business office number on the check 1-888-422-7720 and they know nothing about any checks or overpayments. I didn't receive any information on who to call for information of how/ when I'll receive the rest of my refund. It seems like no one knows anything. I've also been waiting since May for a patient ledger and they've sent checks but not my ledger. It is NOT RESOLVED.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Patient ledger has been sent out via ***** ******* to the address on file, tracking number ************. Tracking number is showing as delivered as of 9/20/2022. The third check due has been reissued in the amount of $173.01 and, as of 9/20/2022, it has been sent out via ****.

• Initial Complaint

  Date:09/16/2022

  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 thought my complaint was resolved but it wasn't. This was the response I got: BUSINESS RESPONSE : HCA has multiple addresses, for Physician Services the Brentwood ,TN is the main office and the Cincinnati, OH address is for patient payment/correspondence. A review of Ms. ******'s account is complete. A refund in the amount of $214.69 is being processed and will be mailed to the address on file. Also, a current patient ledger is being mailed which shows a zero balance on all claims prior to the new date of service 8/18/2022. At this time, the new claim is pending insurance processing and once processed if any patient liability is due a new billing statement will be mailed to Ms. ******.
  It's been two weeks and last week I received a check for $31.73 and another one for $9.95. I haven't received the rest unless it was a lie. I called the patients business office number on the check 1-************ and they said they know nothing about any checks or overpayments. Which I thought was strange that they know nothing. I've also been waiting for my patient ledger since May and they can send small checks but not my ledger. It is NOT RESOLVED. I'm tired of the lies I want my ledger.
  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 8, 2022/09/27) */
  Patient ledger has been sent out via ***** express to the address on file, tracking number ************. Tracking number is showing as delivered as of 9/20/2022. The third check due has been reissued in the amount of $173.01 and, as of 9/20/2022, it has been sent out via USPS. There are two separate BBB complaints open for ******* ******, for the same issue, and the first one has been resolved with the exact same response from above.
  
  
  Consumer Response /* (2000, 10, 2022/09/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Finally received I've been waiting since May. It's September and I finally received a ledger that I've been waiting for since May. I didn't even know there was an overpayment but I finally received all the checks.

• Initial Complaint

  Date:08/21/2022

  Type:Customer Service 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 needed something saying I don't owe any money. I called on 5/23 for a patient ledger. They said it would up to 60 days to receive so 7/23 was 60 days. When I didn't get it I called on 8/1 They said it would be emailed the same day, I didn't get it so i called on 8/2 the girl said if I don't get it by noon call again i didn't so I called again spoke to ***** who said she's going to put it through for email and give it a couple of days. It is now 8/21 with no email. She said it will also be mailed. I called again and someone else said it doesn't get emailed.
  Someone else said I wouldn't get a bill from them if it's not from a physicians office so why would I call the number on the bill??? They need to get their stories straight. The bill has two different P.O. Boxes one in ************ and *************. I'm beginning to believe their fake and should report them and also dispute with my bank.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/09/01) */
  HCA has multiple addresses, for Physician Services the Brentwood ,TN is the main office and the Cincinnati, OH address is for patient payment/correspondence. A review of Ms. ******** account is complete. A refund in the amount of $214.69 is being processed and will be mailed to the address on file. Also, a current patient ledger is being mailed which shows a zero balance on all claims prior to the new date of service 8/18/2022. At this time, the new claim is pending insurance processing and once processed if any patient liability is due a new billing statement will be mailed to Ms. ******.
  
  
  Consumer Response /* (2000, 7, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Im going to see if I really receive the ledger. I've been waiting since May.