Complaints

This profile includes complaints for HealthMark Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HealthMark Group, LLC

  325 N St. Paul St., Suite 1650 Dallas, TX 75201

• 

  HealthMark Group, LLC

  PO Box 224688 Dallas, TX 75222-4688

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:05/09/2025

  Type:Service or Repair 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 May 2, 2025, I requested my medical records from ********************** (where my surgeon's office has patient records stored). Per Healthmark's website and their own customer service representative I spoke to, this company is supposed to provide medical records within 8 business hours. To date, I have only received emails from this company telling me to "Request Manager"; then when I click on the link provided in the email from them, it takes me back to a login and request files - they are just having me go around in circles and not providing any explanation of what is going on and why they are delaying providing my med records. I also called customer service, and they have disconnected my call 3 times now. I need these medical records for a time-sensitive issue. Also, it is MY information, and I have a right to it.

  Business Response

  Date: 05/13/2025

  Thank you for contacting Healthmark about your medical record request.  We reached out to you directly on May 9th to help with this situation.  In this case we found that one of our email verification processes was taking longer than normal.  We take the protection of medical record information very seriously, and we must follow certain HIPAA directives to verify authorized requests before releasing medical record information.  When we contacted you, we were able to work through that email verification, and we are very sorry that was taking longer than normal.  As soon as our representative spoke with you, we were able to secure email your records.  We also prioritized your radiology images and getting those loaded on a CD and shipped.  The shipping can take up to 7 days.  If you have any other issues or questions, please contact ******, the representative who contacted you and left her direct contact information.  Thank you for your patience as we worked through that verification issue. 

  Customer Answer

  Date: 05/13/2025

  I have reviewed the business response and accept this resolution.  My complaint has been resolved.

• Initial Complaint

  Date:11/22/2024

  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.

  Invoice No.: ******** I have requested records from a facility that does business with the HealthMark Group. Per N.J. Stat. § ********** (which is the rule governing the allowable fees for health care professionals in New Jersey; see attached):
  • “The costs for delivering records in any medium, plus sales tax, if applicable.”
  
  Pursuant to the current NJ Statute listed above, HealthMark must only charge the actual cost of shipping. $10.00 does not seem accurate for actual cost, as that is a set fee and is not the actual cost of shipping the actual amount of records. I have weighed and calculated the cost for shipping same by USPS Regular Mail (the requested manner of delivery, as of 10/31/24): $2.59 for 29 Pages of 8 ½“ x 11”, 75 GSM Paper + $0.28 for a “Flat” Envelope = $2.87 total shipping charge, NOT $10.00
  
  *This business charges a flat rate of $10.00 for "records delivered in any medium" regardless of whether the amount of pages is 2 or 29, which is an inaccurate interpretation of the relevant N.J. Statute. The actual cost of delivering these records is less than $10.00, but the requestor does NOT refund the difference. No additional fees are allowed. Shipping costs are regulated by the Federal Trade Commission (FTC). The FTC Act prohibits unfair or deceptive trade practices, which include overcharging customers for shipping.
  
  **HealthMark Group needs to only charge the actual costs for delivering records in the requested medium/manner (as directed by said statute) and should NOT "pocket" the difference in costs as that is bad business practice.
  
  I have attempted to resolve this issue multiple times with HealthMark, but my concerns are not addressed.

  Business Response

  Date: 11/26/2024

  HealthMark Group constantly reviews and updates our policies based on state and federal statutes and regulations.  As part of that process, every complaint based on state statute is reviewed by our legal department to ensure accuracy. 

  This attorney from the state of New Jersey complained about our shipping charge, and HealthMark responded multiple times.  Our legal department reviewed the statutes and Per NJ Admin Code Section ***********, HealthMark charges "In
  addition to per page costs..." "...actual costs
  for mailing."  HealthMark charges $10 for shipping which is less than the actual labor, facilities, equipment, materials, and postage costs incurred.  HealthMark does not make any profit on shipping, and we charge less than actual costs to be in line with the medical release of information industry.  

  HealthMark is following NJ statutes by charging less than actual costs for shipping. 

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because: 

  I have weighed and calculated the cost for shipping same by USPS Regular Mail (the requested manner of delivery, as of 10/31/24): $2.59 for 29 Pages of 8 ½“ x 11”, 75 GSM Paper + $0.28 for a “Flat” Envelope = $2.87 total shipping charge, NOT $10.00
  *This business charges a flat rate of $10.00 for "records delivered in any medium" regardless of whether the amount of pages is 2 or 29, which is an inaccurate interpretation of the relevant N.J. Statute.  Shipping 29 pages of records does NOT cost $10.00.  No additional fees for "labor, facilities, equipment, materials" are allowed.  "A licensee shall not assess any fees or charges for a copy of a patient's treatment or billing
  records as provided herein other than those provided for in this section".

  ALLOWABLE FEES:

  *$1 per page or $50 for the entire record, whichever is less;

  *$20.00 search fee per request

  *The costs for delivering medical and billing records in the manner specified by the requestor

  *Additionally, how the costs for shipping always be $10.00 on every invoice?  Different invoices contain different amount of pages to be shipped, yet the amount is always $10.00.  Shipping costs are based on weight, and there is no way that every invoice that is fulfilled and shipped costs the same every time.  Where does the costs go when the actual costs of shipping is much less than $10.00?  It is not refunded to the consumer.

  *Shipping costs are regulated by the Federal Trade Commission (FTC). The FTC Act prohibits unfair or deceptive trade practices, which include overcharging customers for shipping. 

  Customer Answer

  Date: 01/06/2025

  Complaint ID: 22592663

  No response from business since 11/26/24 response from me.

   

  Please provide status and/or facilitate.

• Initial Complaint

  Date:09/17/2024

  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 facility that I go to uses a third party, Healthmark Group to process their FMLA forms. When I was told this I was handed a Medical Record Request Process card for the amount of processing time. (See attachment). I called after the 2-3 day processing period on 8/20/24 to receive my FMLA forms. I was told from one of their agents that my paperwork had been received but I had to wait another 3 to 5 days for it to be processed. I waited another 5 days and called them again on 8/26/24, to receive my FMLA forms. The agent that I spoke then, stated that my **** forms were signed and ready to be sent to me, but I would have to pay an additional $30 to get them expedited to me that day. My first contact with one a their agents at Healthmark Group, said that there would be a total charge of $40. No expedited charges to receive my forms on the day that they were completed. I told the agent that I would wait until the next day and pay the initial $40. We ended the call around 12:51pm with the agreement that my forms would be released to me on the next 8/27/24. Around 1:00pm the agent called me back and said that I couldnt have my forms for another 3 more days now, on 8/29/24. There is no where on the card that states any of this. I also filled out another release of information, however Healthmark Group continues to send out my health records that they shouldnt be. My ************** stated that every time they release information to Healthmark Group, my release of information is also updated and included. I called Healthmark Group more than once and explained that they are releasing my health records that they shouldnt be. Healthmark Group has ignored my release of information on more than one instance. I called another time explaining this and the representative said that I would get an update in 24 hours. This is a third party company who is unreliable and untrustworthy, and has my health records. They are providing false advertising

  Business Response

  Date: 09/19/2024

  Hello ****,

  Thank you for bringing your situation to our attention.  I am very sorry about your experience with HealthMark.  We have reached out to your provider to make sure they understand the proper patient cards to hand out in cases like yours.  We also reviewed the calls you made to our support line, and I acknowledge that those calls were not up to our standards.  The agents involved are being re-trained for circumstances like yours.  Unfortunately, we cannot change the records that we pull from your provider's medical record system.  Any notes that your provider makes for appointments on the Dates of Service requested must be included and cannot be changed or deleted.  

  My understanding is that your FMLA forms have been provided, but I am going to have someone reach out to you to provide a full refund of all charges.  If there is anything else they can help with, please let them know.

  Thank you.

• Initial Complaint

  Date:08/27/2024

  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.

  i have been trying for the last hour and half trying to obtain my cardiology records from the website I was instructed to use, I need these records to get further treatment for my heart condition.The site DOES NOT WORK, I cannot get any phone assistance whatsoever.Medical records should not be so hard to obtain.

  Business Response

  Date: 09/04/2024

  We are very sorry about the frustration Mr. Parker experienced.  We will continue to work on our proactive communication systems to prevent frustrations in the process of releasing medical records in a secure and timely manner.  

  To follow up with this complaint, we called Mr. Parker on 8/28 to inform him that the medical records had been delivered to his doctor.  He told our representative that he was trying to get an additional copy of the records for himself, and we tried to help him with that request.  While getting proper authorization as required by law to release medical records, Mr Parker decided that he no longer wanted the copy of his records.

  We followed up with a call to Mr. Parker the following day to see if he needed any additional help and provide an opportunity for him to provide additional feedback.  He asked us not to call him again.  We have delivered Mr. Parker's medical records to his doctor as requested. 

  Customer Answer

  Date: 09/04/2024

  I am rejecting this response because:   My Doctor asked me to try and get these records because they were hitting a brick wall with this company trying to get the records and they did not feel like they could waste anymore of their recorces on it, I spent 2 hours trying to get them before I gave up. 

  The next day, I called my doctor to let them know I had no luck either, thats when they informed me they finally got them, It should not have taken 2 days to recieve these records, I'm not sure who my doctor finaly got hold of, but as for me There was no reponse from anyone untill I contacted the BBB, thats when they contacted me.I tild them I personally did not need them, and yes , I did tell them to stop calling me after the second phone call from them, as they had already wasted enough of my time.

  They are trying to make it sound as though they did nothing wrong,They had nobody that would assist me personally when I needed assistance, their website was unsecure and I had to disable my firewall to even try to use it, and then it wouldnt work even then.

  This day and age of not having live assistance is hurting the customer, but as long as its good for the BOTTOM LINE is all that matters.

   

• Initial Complaint

  Date:08/13/2024

  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.

  I filed a request to get my Childrens medical records but until now I havent received anything. One request they said they couldnt find the medical records. How on earth they cant find it? I called my provider and they absolutely have it and called the medical records from the provider, she told me they have it and she doesnt know why the Healthmark couldnt give it to me!!! My kids needed to be checked by a pediatrician, so I badly need the medical records! How on earth you cant release it to us in timely manner? Not even answering the phone. Always on hold and just hearing music. This is just ridiculous and time consuming. Please release it to us now!

  Business Response

  Date: 08/19/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced while trying to obtain your children's medical records. We understand the importance of timely access to medical information, especially when it concerns your children's health.
  Here is a detailed timeline of the actions taken regarding your request:
  August 2, 2024: Upon your initial request, we conducted a search for the records but, unfortunately, were unable to locate them.
  August 6, 2024: We informed you that the records were not found during our search.
  August 7-8, 2024: We performed additional searches, but still could not locate the records.
  August 8, 2024: We notified you again that we were unable to find the records, and you responded expressing that it was impossible for the records to be missing.
  August 12, 2024: The search was escalated for further review, and the records were sent to a manager for a more thorough investigation.
  August 13, 2024: We received notice of your BBB complaint, which prompted us to conduct another in-depth review.
  August 14, 2024: A Senior Manager reviewed the Electronic Medical Records (EMR) system alongside our processing team and discovered that the search had not included inactive patients. Once this oversight was corrected, the records were promptly found and attached to your request.
  August 14, 2024: You successfully downloaded the requested records.
  We sincerely regret the delay and any distress this may have caused. We have since reviewed our processes to prevent such an oversight from occurring in the future.
  Please do not hesitate to reach out if you have any further concerns or need additional assistance.

• Initial Complaint

  Date:07/09/2024

  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.

  I originally submitted these documents to the doctor's ****** in person on June 24 , 2024, these documents were faxed same day to Healthmark. This is where Healthmark the company I am disputing comes into play , they were faxed these documents same day on June 24th, the turn around time for the documents as per their company is 5-7 Business days , it is now roughly 10 business days later , I have made no less than 10 calls to this company checking on the status , all I have been told the entire time is it will be available the next day , the next day , the next day , oh we escalated it ... etc etc . I have once again called today and have been told the same story you should have the invoice to pay for the documents within 24 hours. I have asked multiple times for an explanation for the delay or to talk to someone else that could help further up the chain, neither of those questions were ever honored or answered. ***************** has now closed my Leave of Absence due to the fact they still haven't been sent the required paperwork, I am now facing corrective action at my place of work due to this company's negligence if I can't get the help I need from them and there is no recourse to escalate the complaint to resolution. As a company who supplies these certifications for a major part of their business, they should know better than anyone how critical it is to perform this service within a timely manner. I desperately need help with escalating this complaint and getting them to complete the review of my mother's medical records and certifying their decision. I have already returned to work, however, if they continue to drag their feet forever promising tomorrow, I won't get my time away protected, which could lead to corrective action up to and including termination. There has to be a consequence for threatening my job due to their ineptitude.

  Business Response

  Date: 07/25/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced. We would like to provide you with a detailed response to address your concerns and clarify the timeline of events.
  Upon reviewing your case, we have compiled the following timeline and actions taken:
  June 25, 2024: Your request was created, and our processor sent you an initial text and email requesting specific dates, as there were no dates provided in the chart.
  July 2, 2024: Due to no response from you, our processor reached out to the facility for date verification. Additionally, you left a voicemail, and our support team returned your call, leaving a voicemail in response.
  July 2, 2024: Despite multiple attempts, we did not receive any response from the facility to verify the dates.
  July 9, 2024: The processor completed the form using the dates provided by you. The invoice was sent to you, and the form was faxed to the requestor.
  July 10, 2024: The invoice was canceled, and a download letter was sent to the requestor. Attempts to contact you via phone were made; however, the voicemail was cut off.
  July 11, 2024: We called your son, *****, leaving a voicemail with details about the form sent on July 10 and the download letter sent to your mother. We provided our direct contact number for further communication.
  To date, we have not received a return call from you or your mother. We have delivered and completed all forms as requested.
  We understand the importance of timely service and the impact this situation has had on your employment. We apologize for any distress this delay has caused and assure you that we are committed to resolving this matter promptly.
  If you have any further questions or need additional assistance, please do not hesitate to contact us directly

• Initial Complaint

  Date:06/02/2024

  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 was told by my doctor to contact healthmark to get my medical records in a timely manner. ********************** has refused to release my xray images to me. I need the xray images to get medical treatment from another doctor. In this way, healthmark is delaying my medical treatment.

  Business Response

  Date: 06/07/2024

  Response to BBB Complaint
  
  Customer Experience Information:
  
  Customer Information:
  *******************
  *****************************************************
  Daytime Phone: **************
  E-mail: *******************
  
  Complaint ********************* Services Issues
  
  Customers Statement of the Problem:
  
  I was told by my doctor to contact HealthMark to get my medical records in a timely manner. ********************** has refused to release my x-ray images to me. I need the x-ray images to get medical treatment from another doctor. In this way, HealthMark is delaying my medical treatment.
  
  Disputed Amount: $0.00
  
  Desired Settlement: Finish the Job
  
  HealthMark Group Response:
  
  Dear **************,
  
  We appreciate you bringing your concerns to our attention and apologize for any inconvenience you have experienced. We take such matters very seriously and aim to resolve them promptly and satisfactorily.
  
  Upon reviewing your case, we found the following timeline and actions taken:
  
  - 04/29/2024: You requested records from Midwest Orthopedic Consultants.
  - 05/03/2024: Records and images were sent via secure email by ******************************* within three business days. You also received an email to download these records. Our logs indicate that the email with the images had not been viewed at that time.
  - 05/06/2024, 05/13/2024, and 06/02/2024: Records were downloaded by you.
  - 05/01/2024: A duplicate request of the initial request (********) was received.
  - 06/02/2024: A new request was received (12291602).
  - 06/03/2024: You called to check the status of your request and mentioned receiving the records initially but without the x-rays. You stated you needed the x-rays for an appointment on 6/16 and that you had submitted a complaint to the BBB.
  - 06/04/2024: The Digital Export (DE) was completed and the images were placed in CD pending processor. The images were sent again via secure email and an overnight CD was also arranged. ****** spoke with you, clarifying that the images were available via secure email sent on 5/3. The email was resent, and ****** assisted you in obtaining the images and ensured a CD was sent overnight.
  
  It appears there was a misunderstanding regarding the availability of your x-ray images. The images were sent initially on 05/03/2024 but were not accessed. Our representative, ******, has since helped you download these images and ensured you received a CD copy overnight.
  
  We trust this resolves your issue. Should you require any further assistance or have additional concerns, please do not hesitate to contact us directly. Your satisfaction is important to us, and we are committed to ensuring you receive the necessary medical records promptly.

• Initial Complaint

  Date:05/22/2024

  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.

  I have been requesting my records from these people for approximately 3 weeks. I am days away from my second opinion and they still have not sent my record to the requested office nor have they made them available for me either. About a week after my request they sent me a link to someone elses records which I believe is a HUGE HIIPA violation. This also make we wonder where or to whom they have given my records. I am at wits and my ********** Urology clinics of *********** have not been remotely helpful at all. Please help me. I have cancer and the dr i need to get the second opinion from wont see me without these records.

  Business Response

  Date: 06/03/2024

  Response to BBB Complaint
  Customer Experience Information
  Customer Information:
  *******************
  *****************************************************
  Daytime Phone: **************
  E-mail: *********************
  Complaint ***************** Issues
  Customers Statement of the Problem: ******************* has expressed concerns regarding the release of his medical records, indicating a delay and a potential HIPAA violation due to receiving someone else's records. He urgently needs his records for a second opinion appointment related to his cancer treatment.
  Company's Response:
  Dear Better Business Bureau and **************,
  We sincerely apologize for the inconvenience and distress caused regarding the release of your medical records. We understand the urgency of your request and the importance of these records for your ongoing medical care.
  Here is a detailed account of our actions regarding your records:
  Med Release ID ********
  05/14/2024: Records were requested by ************** to be released to *************************** at UT Southwestern.
  05/17/2024: An email was sent to ****************** informing ************** that the records were available. Additionally, a download letter was mailed to UT Southwestern due to the absence of a fax number for sending the records.
  05/22/2024: The records were downloaded by the receiving party on 05/22/2024.
  Med Release ID ********
  05/22/2024: A second request was received from ************** for records to be released to ******************************** at UT Southwestern.
  05/23/2024: After conducting research to obtain a fax number, the records were faxed.
  05/24/2024: An email was sent to ********************* informing ************** that the records were available.
  05/31/2024: ************** called to inquire about the status. He was informed that the records were faxed on 05/23/2024, and the records were faxed again on this date.
  Additional Contact Attempts:
  05/24/2024: First attempt to contact **************.
  05/29/2024 and 05/30/2024: ****** made additional calls to follow up.
  We have verified that the records were indeed sent to the requested office and were available for download as communicated. Found no record of incorrect records sent.
  We assure ************** that his records were sent to UT Southwestern and were made available for download. We apologize for any miscommunication or inconvenience caused.
  If there are any further issues or if you need additional assistance,please contact us directly, and we will expedite any outstanding requests to ensure you receive the necessary records for your second opinion.

• Initial Complaint

  Date:04/11/2024

  Type:Delivery 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 had a doctor *********** March 5th and requested medical copies of my **rays and medical chart from that visit. The doctor ********** that service to Healthmark, so I requested the records from them on March 8th. They took a while to reply and had to make several attempts to follow up with them. Healthmark claims they sent a CD of the **rays, despite my request for at least 2 copies and a copy of the medical records. As a result of their failure for over a month to provide my medical records, I have had to cancel 2 doctor ***********s on which those **rays and medical records depended on. I informed Healthmark of this problem and that I have still not received the **ray CDs for over a month and they have not replied. The doctor billed $611 for the 10-minute visit for a common problem and the doctor's use of Healthmark to deny **ray copies and medical records is very wrong. No one wants to spend this much time online for a simple medical record request.

  Business Response

  Date: 04/25/2024

  HealthMark Group acknowledges receiving a request from ************** on March 19,2024, specifically for records to be released to ********************. This request did not mention images, only records from her March 6, 2024, visit. These records were promptly made available to ********************** ******, although they were not initially downloaded. Upon realization of this oversight, the records were subsequently faxed to ******************** on April 12 and again on April 14, 2024.
  Furthermore, it was later identified that Ms. ****** request also included a request for images, which was initially overlooked. Once this error was recognized, HealthMark Group expedited the records and images via ***** overnight to **************. We regret the oversight and any inconvenience it may have caused.
  It is important to clarify that the disputed charge of $611 pertains to a billing issue with the doctors ****** and is unrelated to the services provided by HealthMark Group.We do not charge for the release of medical records or images to patients or physicians,and these services were provided to ************** at no cost.
  Resolution Proposal:
  HealthMark Group is committed to ensuring that all patients receive their medical information promptly and accurately. We apologize for any confusion and inconvenience ************** experienced. We suggest that ************** contact her doctor's ****** regarding the billing issue, as the charge in question does not originate from our services.
  If further assistance is needed, or if there are any more concerns regarding this matter, we encourage ************** to contact us directly at *******************************************************. We are here to support her and ensure her satisfaction with the handling of her medical information.
  
  HealthMark Group values the privacy and satisfaction of all our patients. We continually strive to improve our service responsiveness and appreciate the feedback from **************, which will help us enhance our processes.
  We trust this response resolves the issues raised in the complaint to the satisfaction of all involved parties.

  Customer Answer

  Date: 04/26/2024

  Hi BBB Team,

  Thank you for your help - the company responded to me directly and addressed the issue, so please close my case.

  Thank you,

  *********

  Customer Answer

  Date: 04/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/08/2024

  Type:Delivery 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.

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  The business failed to respond to the dispute.

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  My firm ordered billing records on a client by fax on 12/8/23. 1/17 phoned Healthmark regarding my request, 10 mins on hold then disconnected. 1/17/24 sent email to Healthmark. 1/23 received link from Healthmark to retrieve records. Records not found. 1/25 spoke to rep from Healthmark. She stated they never received my request for billing. Asked me to fax to her personal fax number and she would handle. Which I did. 3/1, still no records. Phoned Healthmark, ten minutes on hold then sent to voicemail.

  Business Response

  Date: 03/21/2024

  Upon receiving the inquiry, we called and spoke with *****. In that conversation ***** stated the bills were no longer needed because the patient is still being treated and they will request at a later date. I followed up in writing to let ***** know that we can send bills now and again in the future at no charge. When we originally received the request on 12/8 we only received the medical records request and the medical records authorization. When we did receive the billing request that was submitted in January, it did not list a specific location like the 2 medical records requests did. We immediately called and spoke with the receptionist or said she would pass along the information. We never received the updated requests that listed the specific locations. When communicating with ***** in email, we did confirm locations and secure emailed the records within 2 hours. Our offer still stands to release the future bills complimentary as well. ***** has my email and just needs to let me know when those new records are needed and send a new authorization and I will send those records the same day.

  Customer Answer

  Date: 03/21/2024

  I am rejecting this response because:   Healthmark continues to claim they did not receive my billing records request and when they did, the treating facilities were not indicated. I have attached my initial billing request, faxed on 12/08/23 which clearly shows that three pages were faxed, and received by Healthmark. The authorization clearly states our client was treated at the Temple and College Station locations. The same request was submitted on 1/26/24 to a different fax number provided by Healthmark. Only after filing my complaint did Healthmark call me and offer to send the records. I told the rep I know longer needed them because the records were needed to provide to defendants prior to our client's deposition, which had already taken place. I told the rep I would have to re-order the medical and billing in the future.

  While Healthmark's offer to send future records at no cost is appreciated, it does no make up for the fact that they continue to allege my requests were incorrect, not to mention the aggravation of waiting on hold for ten minutes (twice) only to be sent to voicemail, which was never returned. Another call I waited ten minutes and the line disconnected. 

  We will continue to use Healthmark due to our clients mostly treat at BSW facilities and Healthmark handles these requests. I can only hope I don't have to go through this nightmare again. 

  I consider this matter closed. 

  Business Response

  Date: 03/21/2024

  I have provided the redacted requests that were received on 12/8. Both processed in ***************************************************** 6 business hours. 
  
  Happy to help with any future requests that ***** has. 

  Customer Answer

  Date: 03/21/2024

  I am rejecting this response because:   I stand by my statement that billing records were ordered and received by Healthmark. The cover form clearly states the fax was delivered successfully. 

  The attachments provided by Healthmark were for my medical records requests. 

   While I disagree with Healthmark's response, I will waste no further time on this matter.