ComplaintsforCertified Recovery, Inc.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Certified Recovery continues to try and recover balance billing on 5 services dates provided by Prevea health. The 5 services dates Certified recovery is attempting financial recovery on they are not aligned with United Health Cares Explanation of Benefits.It is the responsibility of Certified Services to validate an reported debt to include cross referencing any Explanation of benefits in alignment with the Fair Debt Reporting Act.Certified recovery reference number - 691243-1857536 $ ******** Prevea account # *******

  Business response

  01/29/2024

  I reviewed the file relating to the consumers alleged complaint conducted an investigation into the alleged complaint.
  
  On December 14, 2023, my client, Prevea Health electronically placed the consumers account in our office for collection. On December 14, 2023, our office sent the Safe Harbor Notice to the consumer to inform her of the account in collection.
  
  On January 22, ****, a notification was received by the BBB that there currently is a new message with BBB in regard to a complaint. I started the investigation by placing the consumers account on a dispute hold until the investigation was completed.
  
  On January 23, ****, I sent a secure message to Prevea Health and attached the EOBs provided to our office as part of the complaint.  I requested documentation and an explanation about the account placed in our office for collection. On January 24, ****, a secure message was sent by Prevea Healths business office.  Prevea Health requested our office to close and return the account in collection.  They stated there were registration errors made.
  
  Our office has cancelled the account from collection.  When an account is placed in our office for collection detailed information is not released from our client due to privacy issues. Dates of service, original balance, payments, adjustments,and the amount due are given to our office.  
  
  Our office has not reported this account to the credit bureau (s) so therefore no corrections need to be made.  I reviewed the file relating to the consumers alleged complaint conducted an investigation into the alleged complaint.
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was told by ************************* that he would call back on 1-17-2024 after speaking with his hire up that had left the office for the day on 1-16-24 and that she would be in on 1/17/24. Never received a return call back on 1-17-2024 like he stated on a recorded line that he would call back

  Business response

  01/19/2024

  I reviewed the file relating to the consumers alleged complaint,and I listened to the recorded calls that are referenced in the complaint.
  
  On August 25, 2023, my client placed the consumers account in our office for collection. On
  December 18, 2023, our client sent us a signed authorization requesting legal action against the consumer.
  
  On December 27, 2023, our office notified the consumer via **** informing them of the action requested by our client. The letter gives the consumer 15 business days prior to taking the appropriate steps requested by our client. This is a factual letter that is sent to the consumer and our office follows the timeline given in the letter.
  
  Both the consumer and her husband spoke with ********************* on several occasions.  Both consumers applied for loans to try and pay off the account in collections but decided that was not the direction they wanted to go in. 
  
  **** stated he was going to talk to a supervisor which he did consult with myself, ***** on several occasions.  One occasion was on January 16, ****.  I am one of ***** supervisors.  I explained to **** that once the authorization is received from our client and the final notice letter goes out,we follow the direction of that notice.  My suggestion to the consumer would be to go to their credit union where their car loans are to try and obtain a loan.  If not, the account will go to an Attorney, and they will have to deal with the Attorney on record.  **** had that conversation with the consumer and stated that he could not change the process.
  
  Once the final notice letter expires which was January 17, ****, the account was removed from ***** collection unit and placed in the legal departments unit.  This is our procedure which is factually stated on the notice the consumer received.
  
  The alleged complaint states a correction needs to be done to the credit report.
  Our office has not reported this account to the credit bureau, and it is coded not to be reported.  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was paying on a judgement for Medical ***** to Certified Recovery. In January 2023, I called and talked to manager **** to check the amount I owed, the amount had tripled, I said that amount is not correct. **** stated they added a bill from Prevea onto the judgement as they do work for them as well. I stated I had no knowledge of any Prevea bill. I said I will not make another payment until they remove the Prevea bill from the judgement for Medical ***** and to send me information on this Prevea bill. They never did. No phone calls or letters. In May 2023 they sent me a garnishment for Medical ***** with interest and a estimated garnishment fee. I called Certified Recovery and talked to ***************************** and explained this. She was very rude, I said I would pay in full what I owe to Medical *****, without the interest or garnishment fee, as it was their dishonesty. She said they were just going to go ahead with the garnishment. I paid the full amount with interest and the garnishment fee to stop the garnishment of my paycheck. In June of **************************************************************************************************** any phone calls about this Prevea bill. I have never received a bill from Prevea. I have attached in detail the letter I sent to Certified Recovery regarding all of this. I will also attach their garnishment letter and the Prevea bill with interest. They are very dishonest. They owe me $283.02 for interest and garnishment fees. I do not have any knowledge of the Prevea bill. They just sent me a bill with interest.

  Business response

  06/29/2023

  I reviewed the file relating to the consumers alleged complaint,and I listened to the recorded calls that are referenced in the complaint.There are several statements and assertions that the consumer cites in the complaint that are factually inaccurate.
  First, she states that **** stated they added a bill from Prevea Health onto the judgement. **** never told her this. He noted that *** also has a collection account for her that is owed to Prevea Health,but he never stated or implied that this account had any relation to the *************************, *** judgment that was outstanding at the time.
  Second, she uses terms such as rude, disrespectand dishonest. The call recordings do not support those assertions.  The call recordings had the consumer using profanity while speaking with the collector.
  Next, with regards to the issue of interest and court costs being assessed against a judgment, both actions are allowed by law. Court costs are added onto a judgment balance at the time that those costs incur. No refund will be given to the consumer for payment of those costs and interest because they were rightfully owed at the time of payment.
  Prevea Health and ************************* *** are two different medical providers. The consumer had two separate bills, one of which was a court judgment and the other was not a court judgment but is in collections.  The initial letter was mailed to the consumer for Prevea Health when the account was placed for collection which was on May 23, 2019. Several recorded phone calls the consumer stated that insurance should have paid her Prevea Health bill. The interest that has accumulated on the Prevea Health account is allowed by state law.
  A detailed itemized statement is being mailed to the consumer on the Prevea Health account, and a transaction list is also being mailed showing all payments made to Certified Recovery, Inc. by the consumer. 

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I never received a bill or a phone call regarding any Prevea ***** ***** not from Prevea, not from Certified. Even after I asked for one from **** after they added to the medical X-***************. They never sent it. They never ever called me to inform me of the bill from Prevea, ever. They just secretly added it to the medical X-***************. **** did say they added the bill because they do work for Prevea. They never sent me a ***** any information or phone calls from Prevea. I had seen a Prevea doctor twice, both were covered under insurance. I have never received any bills or phone calls from Prevea or certified recovery. Yes they were very rude to me. They just go forward with a garnishment and refuse to remove it. It their actions that caused it. Yes I was very upset at their abuse of control. I do not owe any money to Prevea. They falsely added it to my judgment payments without my knowledge, refused to send me or call me with any explanations. Then proceeded right to a garnishment. Then on the Prevea ***** again, no information was given me on that, then they proceeded right to charging me fees and interest. They are not honest and it does make a good person upset when they are dishonest. They are abusing their power. **** said to me that I should know about thr Prevea bill as I went to court on it. I did not go to court on it or the medical X-***************. I have never received any paperwork for a Prevea bill ever or any phone calls. Because of this Prevea ***** I was charged interest and estimated garnishment fees. Then they sent me a Prevea bill will interest, that was the first I have seen anything from any alleged Prevea bill. It is upsetting and dishonest. Please look into this closely to what they have done. I appreciate your understanding.
  Regards,
  
  *********************

  Business response

  07/06/2023

  My client, Prevea Health placed the consumers account in collection on May 23, 2019.  Our office sent out the validation notice to her on May 23, 2019. We have a service with the post office to return mail that is not delivered or to send the original letter back to us with an updated address if applicable.  We received nothing back from the post office.
  When an account is placed in our office for collections it combines with the existing consumer if certain demographic information matches.  All accounts underneath the consumer have a unique account number and creditor name.  The account numbers for the ************************* are *******, *******, *******, *******, *******, 1647561,1647563.  The account number for Prevea Health is *******.
  There are recorded phone calls which indicate the consumer was spoken to about all debts in this office for ************************* and Prevea Health. 
  An itemized statement was mailed to the consumer on June 29, 2023, after the investigation into the alleged dispute was completed.  All charges,payments and adjustments are on the itemized statement.  A printout of all payments received by the consumer was also part of the mailing and investigation.  All payments were applied to the ************************* accounts and are paid in full.  A satisfaction of judgment was mailed to the consumer on June 2, 2023.
  The Prevea Health account has the original balance ********** interest which started accruing on the date the account was placed in our office for collections.  The interest is allowed by ********* Statute ******. No other fees were assessed to the Prevea Health account since it was not part of the small claims action.
  The ********* Circuit Court website has all the information listed for the small claims action taken against the consumer by *************************. Trempealeau County Case Number 2021SC000177 ************************* vs. Consumer.

  Customer response

  07/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I have never received a bill from Prevea. I never received the letter Certified Recovery states they sent out four years ago on May, 23 2019. I never received any phone calls from Prevea or Certified Recovery regarding any bill I owed for Prevea. What Certified Recovery did do was secretly add the Prevea bill to a Medical X-ray judgment I was paying on. In January of 2023, I called Certified Recovery to get my balance amount for Medical X-ray and instead of it being in the amount of $732..00, it was over $2,000.00. I asked why, manager **** said they added a Prevea bill to it,  **** said we do work for them too. I clearly stated to ********** would not pay another payment until that was removed. And I wanted this alleged bill from Prevea because I do not owe any bill to Prevea. Certified Recovery never sent me any information or phone calls as I asked. In May 2023 they send me a garnishment on my paycheck for Medical X-ray with interest and estimated garnishment fees totaling $1,015.00. My original balance was $732.75. I paid it in full to stop the garnishment, they refused to remove the interest and estimated garnishment fee. They should have sent me the information I asked for in January of 2023, they should have never secretly added the Prevea bill onto medical X-ray. They never, ever notified me, they went right to the garnishment with added fees. Then in June *************************************************************** a letter saying I owe $1,981.46 to them for a $1,647.69 bill from Prevea. More dishonesty, as I have never received any bills or phone calls from Prevea or Certified Recovery before this. They have not communicated or sent any documentation for the Prevea bill, the secretly added it, then charged me extra. They have abused the power they have as a collection agency, costing me more money and stress. They did not follow the practice of notifying me of a bill I do not owe.  
  Regards,
  
  *********************

*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. ↩