ComplaintsforCarbon Health Medical Group
Medical Doctor
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Complaint Details
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Initial Complaint
08/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My son was seen in September of 2023 and I gave them the insurance information and its now August 2024 and now receiving a bill for $200 dollars that show they never billed my insurance. I logged into the account to found out they entered the wrong email so I was never notified by or received a call from them and they didnt my insurance was never verified and that they put the wrong member id number in as they use the numbers on the back of my spouse military id instead of using the sponsors SS as the number as thats how the insurance works. I will be calling on Monday to see if they will be able to bill the insurance as they are at fault for not using the correct information and failure to notify us until a year later.Initial Complaint
08/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
August of 2023 I went into Carbon Health for 1 visit and September 2024 I went for a 2nd visit. I was unaware Carbon Health was keeping any of my atm/credit card information on file at the time. 2 months later I received an email from carbon health saying they were going to automatically take $200 out of my acct for my visit. At that time I was unaware I owed anything. I replied stating they werent authorized well the automatically did it anyways and went through a headache with my bank. Carbon health never sent a statement either. Now today I receive another email saying now they were automatically trying to take another $200 out of my acct for a visit from Sept 2023. Almost a year later Im now randomly getting another email and no statements were sent out either. Carbon health is using shady business practices by 1 taking payments from people without their authorization, 2 keeping their credit card information on file without their acknowledgment, and 3 trying to collect payment without sending statements out of what and why a patient is being charged. Almost a year later for me to randomly get an email that I owe them money is crazy! If I owed something they should have sent a statement out almost a year ago explaining that! They have no right to go into peoples accts without authorization or knowledge. Today I just happened to see the email but what if I didnt I dont check emails daily. Carbon health should be sending statements in the mail like regular companies and not taking it upon themselves to automatically charge people credit cards without their acknowledgment. Very shady business practices! Carbon health should be out of business! I feel bad for any patient that goes to them!Initial Complaint
07/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This happened at the *************** on 6/27/24 at 9am for my daughter ******* appointment.The receptionist was extremely rude to us by purposely pretending not to understand what i said. They charged the wrong card and refused to switch the payment method. They also sent the prescriptions to the wrong pharmacy. I had been dealing with a sick child already, I really didnt appreciate the attitude and incompetence of the receptionist. I will make sure to post about this incident on appropriate social media channels.Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 03-18-2024 I used the urgent care Carbon Health on ****************************. In the past, for many years, I had used a different urgent care clinic ("******* Hills *********************** but this past March I decided to try Carbon Health because it was 10 minutes closer to my home. I called the Carbon Health location I was planning to use (zip code *****), to ask whether they were in network with my insurance, ***************** (PPO plan). They said they were. In addition, after I drove to their location for the office visit, I gave them my insurance card information and asked, once again, if they were contracted with my insurance. Once again, I was assured they did. On the day of the office visit, I paid my usual $35 up front, which is what I currently pay for urgent care services in network with my insurance.In May 2024, I have received a bill from Carbon health, even though the doctor's visit should be covered by my insurance. I appealed to Carbon Health writing multiple messages to them, which were ignored, and I also contacted my insurance. Today, Carbon Health finally sent me a message (being pressured by a claim I filed with my credit card company). In their reply, Carbon Health states they went out of network with my insurance in March and April 2024, but they are now back in network with the insurance. The insurance denies that Carbon Health is currently contracted with them, or that it has ever been contracted with them.There is something fraudulent going on with this urgent care facility, which should be investigated, so that other customer/ patients are not lied to, regarding Carbon Health being contracted with a specific insurance or, supposedly, going "in-and-out" of network with an insurance. Carbon Health attracts patients by lying about being in network with some insurance companies with which they are not.I am asking for the refund of $180.Initial Complaint
05/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 19, 2023 I fell and broke a bone in my foot. I contacted my insurance carrier to find out a local urgent care that would accept my insurance and they sent me to Carbon Health in *********, **. No address for ********* could be found in the BBB database. When I checked in at the clinic I was informed that they accepted my insurance and they collected a copay of $20.00 which is all I should have been responsible for. They had me sign a consent for treatment. Evidently they also had me sign a form that allowed them to charge by debit card but they did not tell me that is what I was signing as I would have refused to sign such a document. I later noticed a charge for $123.32 debited from my bank. When I contacted Carbon Health billing on two separate occasions they informed me that they billed my insurance incorrectly and would re-bill and refund the $123.32. I see no evidence of any re-billing to my insurance and they have not refunded the $123.32. I have made numerous phone calls and sent numerous emails which have gone unanswered. They acknowledge they billed incorrectly but will not refund the money they took against government regulations. If you accept a patient's insurance, you can only collect the co-pay and not charge additional. The names I was given at their billing office were: "Bragmohen" and Nuamjoycee" In my opinion these are fake names given to evade responsibility.Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
There was a fraudulent/unauthorized charge made to my credit card back in January. I am not a patient at any Carbon location and have never received any type of service. I immediately reached out to the Carbon Health billing department and was told that the charge was showing up "pending" on their end. The rep disregarded my concern and rushed me off the phone, telling me not to worry about it. The billing rep assured me multiple times that the transaction would NOT go through and would NOT pull the funds from my account. I was then told that this transaction was showing up due to a "mistake or system malfunction" on Carbon's side and that it would not show up on my account the next business day. I asked this rep probably 10 times if she was 100% sure that the charge would not go through and I also asked her to email me the notes from our conversation. Well, the next day the money was taken and I never received any email with the notes that I requested. Very frustrating, and that was just the beginning. Since then I have called and emailed several times to follow up. It is completely ridiculous that I am even still dealing with this. After countless phone calls assuring me that the issue will be resolved and a refund will be given, with ZERO response or follow-up? That is unacceptable and it needs to be handled. I need a timely response and I will not settle for "We are looking into it, and will get back to you"....I have heard that 7 times now. The money needs to be refunded and you can charge the correct person who received care. Thanks in advance, and I am available ALL DAY tomorrow to discuss or answer any questions. You can reach me at ************.Initial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I visited Carbon Health for a COVID test and after they checked my insurance they said I was fully covered. Then I got a bill for $200. The staff is either inexperienced on how to code a visit and read insurance plans or intentionally lied to me in order to get me to take the appointment.Customer response
03/26/2024
Dispute started Feb 7, 2024 when I received a bill for my COVID test Jan 5, 2024Initial Complaint
02/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Carbon Health is sending bills for care I either didnt receive or already paid for. Ive contacted their billing support several times. On two occasions, I was told my case would be escalated and I would receive a call back. I never received a call back. On two other occasions, I was put on hold while they checked my file and was disconnected without a returned call. Wait times for support would be 30 min minimum. Some calls took up to an hour. One bill states You owe $254.80 for your visit on June 30, 2023. They claim it was for monthly care management, but I had paid two monthly care management charges on *** 31, 2023, for *** and June ($156.80 and $129.50).Another bill states Your bill is overdue. You owe $154 for your visit on August 31, 2023. Please pay immediately. I had no visits in August, and by August my monthly care management team was no longer with Carbon Health. I am requesting support that these bills get removed from my file immediately. Carbon Healths billing support office has been largely unhelpful and unresponsive.Customer response
02/28/2024
Apologies for the confusion. Yes, please reach out to Carbon Health for resolution. Once disputes are resolved, I request no further contact from Carbon Health. Thank you!Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On February 12, 2024, Carbon Health took $384.43 from our checking account. We only authorized our $20.00 co pay. Our insurance approved and paid for the office visit. When I called Carbon Health about this, they said our insurance wouldn't pay for it. I never signed a receipt or seen a bill for the said amount money due!Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Carbon Health took $292.11 from our checking acount without our permission on 02/20/24. When I called Carbon Health regarding this matter that we didn't authorized, they said it was for a Covid test that our insurance didn't want to pay. Then looking at our insurance information, Carbon Health's portal says its still waiting for our insurance to appove this. I never approved or signed anything stating that it was ok to withdrawal the $292.11 from our checking account.
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Customer Complaints Summary
65 total complaints in the last 3 years.
34 complaints closed in the last 12 months.