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:02/22/2024

  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.

  I have received an EOB from a former health insurer denying a claim to pay Catapult for services I NEVER USED. I wasnt employed with the company billed at the time of service in November (I had last worked there nearly 6 mos prior) and I would NEVER avail myself of some bio feedback test kit. I have spoken with ***** twice in as many days and he has said he would have the woman responsible for resolving the fraudulent charge call meno such luck. Shes obviously incompetent.

  Customer Answer

  Date: 02/23/2024

  Finally got a call back from Catapult and the matter has been resolved in so far as their complicity. Please close this complaint. Thank you

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair 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.

  The check up kit comes with blood sample collection device that simply DOES NOT work. I keep on ordering replacement kits and despite following all the proper instructions the device does not work

  Business Response

  Date: 07/27/2023

  Hello - Manikchand has received and tried to use the blood collection device 4 times (the most recent was sent on 7/11/2023).  We believe the situation has been resolved already.

   

  Thank you,

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

  Catapult Health Customer Care

  Business Response

  Date: 07/27/2023

  Hi **********,

  We are so sorry to hear you are having trouble with the blood collection device. While it does not happen often, we do find that some folks have a challenge.  It looks like you were sent an additional replacement kit on 7/11/23.  Please note that the device is a single use device. So, you will only be able to press the red button one time. You will want to make sure it is securely attached to your arm, about 1-2 inches below your shoulder bone (where the arm is a little "squishy").

  If you have any trouble collecting a sample, please reach out to our ************* Team at ********************************** or ************ (text or call). We are happy to assist!
  

  Best Regards,

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

  Catapult Health *************

• Initial Complaint

  Date:10/21/2022

  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.

  On 2022-10-08 I placed my medical testing kit in my home's mailbox. It arrived at Catapult on 2022-10-17. I have yet to receive my testing results. When I attempt to contact Catapult I cannot reach anyone. They are not reachable by phone, chat or email as indicated on their website. Catapult needs to improve their mail times by upgrading the service used and have people respond to customer requests.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/03) */
  Catapult Health's mission and goal is to provide a positive Virtual Checkup experience. We put forth our best effort to provide a quick follow up and address every member's concern in a timely manner. In looking into this matter, we were able to confirm that although the patient may not have received an immediate response, a response was provided within 24-48 hours in response to the patient's concern. We value our patients, and we apologize that our response time was disappointing to our patient.
  Below I have provided a detailed timeline for the Patient Virtual Checkup experience.
  Patient registered for the Catapult Virtual Checkup on 10/4/22
  o Catapult sent an email confirmation to patient confirming registration at 10:35am CST
  A lab ordered was created on 10/5/22 and a HomeKit was sent to patient on 10/6/22
  o On 10/6/22 at 11:00am CST, Catapult sent an email and text message to patient confirming that the HomeKit has been shipped and provided shipment USPS tracking information.
  o USPS tracking confirmation to patient: XXXXXXXXXXXXXXXXXXXXXX
  On 10/7/22 @ 6:03pm CST, Catapult sent an email and text message to patient advising that we received confirmation from USPS that the HomeKit has been delivered
  o Email sent provided additional information such as
  Step by step "how to" complete the Virtual Checkup Video" https://go.virtualcheckup.com/video/
  As well as an encouraged due date
  o Text sent shared confirmation of HomeKit arrival and encouraged due date
  On 10/14/22, Patient sent a chat and unfortunately due to the high volume of patient requests, they were not able to connect with a Catapult Customer Care team member. The patient was asked to provide their email address and Catapult would provide follow up
  On 10/15/22, Catapult received confirmation that the patient sent HomeKit sample to the lab, this information was verified by the HomeKit USPS tracking number:XXXXXXXXXXXXXXXXXXXXXX
  o Catapult sent an email and text confirmation to the provided email address, confirming that the HomeKit sample has been mailed.
  Email was sent to the patient on 10/15/22 at 5:49pm CST and included the USPS tracking confirmation number
  Text was sent to the patient on 10/15/22 at 5:49pm CST that thanked the member for returning their sample and provided the tracking number
  On 10/17/22 at 10:10am, the patients HomeKit sample arrived at the lab for processing
  o Information was verified by the HomeKit USPS tracking number:XXXXXXXXXXXXXXXXXXXXXX
  On 10/21/22 at 2:16pm, the patient sent an email to the Catapult Customer Care team
  o Catapult Customer Care team responded within 24hrs at 10/22/22 at 9:05am
  Patient asked "When will I get my results"
  Catapult answered "Hi Patient, Great news! Your blood work was received by the lab recently. After your sample has been processed, you will receive an email with an invitation to schedule your consult. Please let us know if you have any additional questions. Thanks, Catapult Health Customer Care Team"
  On 10/22/22 at 2:59, the patient acknowledged receipt of communication and stated "Thank You"
  On 11/1/22 at 2:29 the patient was invited via email and text to schedule their nurse practitioner consultation
  On 11/1/22 at 2:29 the patient scheduled their appointment on a day and time of their choosing (11/3/22 at 9:30am)
  o Email and text confirmation was sent to the member directly
  The Patients joined their appointment on 11/3/22 as scheduled and Catapult sent Post Consult information via email and text on 11/3/22 at 9:51am
  Virtual Checkup Complete on 11/3/22
  
  
  Consumer Response /* (2000, 7, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Matter has been resolved.