Customer ReviewsforPollux Systems, Inc.

Terrible billing company with managers that do not have any sense of urgency or ability to be thorough in their job. I have had a horrible experience attempting to navigate a situation with my daughter's account with Tri-state Orthopedics because of an error on their end resulting in never receiving a statement in the mail, being sent to collections despite trips and phone calls to the Pollux office and Tri-state Ortho to rectify the situations. We've been asked multiple times to pay more and more without ever receiving a statement, we paid $825 and now being told to pay the collection agency another $550 without any reassurance of it not negatively affecting my credit report. Tri-State Ortho has tried to be as helpful as possible but with billing being handled by an outside system there is a breakdown in communication that has resulted in statements being sent to the wrong address, no one with the billing company ever reaching out to me about the outstanding balance, the first contact for me being a collection agency, and wasted time/energy attempting to get to the bottom of what I actually owe. Sarah, manager with Pollux, was unsympathetic and nonchalant about the mess they've created. Her only instructions were to pay the collection agency and trust they had the corrected amount this time. No explanation of what went wrong or offer to provide statements of services provided and what we actually owed. I had to request those over and over, hopefully I will actually receive them this time. I feel this was handled in the most unprofessional way and their resolution of "pay more money" is inadequate. They have managed to make an already confusing matter of healthcare payments chaotic and I have lost trust in continuing services with any company that utilizes them for billing. It should not take 7 months to get answers but still be left with uncertainty if this nightmare billing situation will ever end.

3/22/2023, Patient's mother called concerned about the account with the collection agency. 3/23/2023, Patient Services Manager called and left a voicemail concerning the call the mother made the day prior. There was no return call from mother until 4/20/2023. The mother called because she received a call from the collection agency. 04/20/2023 @ 11:41 a, the manager returned the call to the mother, explaining the balance with the collection agency. She also mailed an itemized statement to the mother. I do show six different statements being mailed to the guarantor. There was an original address that was provided for billing, which was changed by the mother call in on 09/19/2022. I do show statements did originally go to the first address and the updated address, after the change.

I started receiving treatment for my injury on 1/29 with my surgery on 3/17 and since then there has been physical therapy. I got my first bill on 4/22/2022 and it was for services from 1/29 through 3/28. After doing some digging, I was able to reconcile and agree with everything through my surgery, but the PT appointments were incorrect. I was unable to tie them to my insurance EOB because they were only giving me partial services and upon further digging, I saw I was not getting credit for my copays that I paid upon check-in for all of my apointments. I called them and told them that I was fine with my bill through surgery, but after that it read like a fictional book. They searched and found all but two of my copays and I had to email them those receipts - I save everything because obviously you can't trust anyone - and told them I wanted an updated before I would begin paying on the account. Nearly two months later, I have received no bill. I contact them and get a bill in week's time. This bill is only for services through my surgery - the portion of the bill I agreed with previously - and now it is incorrect. Because my PT appointments were not apart of the updated bill, I cannot confirm they are actually giving me credit for my copays either. I recommend anyone using them keep their own records, and stay on top of their bill because it's obvious this company has no clue what they are doing. WHAT AN ABSOLUTE JOKE!

The Director of Client Relations contacted the patients, and she worked with the patient on balancing payments. She indicated the patient and her were able to account for all patient payments in the billing system, and the patient was satisfied with the result of the call. She has also provided her personal information to the patient, so the patient could contact her directly with any questions or concerns.

Not only did they take over 2 weeks to get back to me from the last time I contacted them, but they still haven't actually sent me anything showing how they arrived at what I owe. Yesterday afternoon they sent me a spreadsheet that confirmed all the payments I had made, but I had no services total, so how am going to confirm what I still owe off of that spreadsheet?

I tried to call them and left a voicemail saying this proves nothing but that you're at least correctly accounted for what I have paid in copays, but still leaves me unable to actually total what is due from my portion of the services provided. This morning, I received a spreadsheet that had information on total services, copays, coinsurance, and patient amounts, but from that spreadsheet, I was still missing a portion that would arrive at their total for what is due.

I don't understand what these people are doing. I myself am an accountant and use excel regularly, so this should not be hard to tie out. I feel like they are just feeding my micro-portions hoping I'll buy the amount they say I owe and go away.

Also, it should not take me nearly two months to get a correct bill. You can take their word and trust them all you want, but I have receipts in the form of emails confirming that these people are dragging their feet and clearly are jerking me around.