ComplaintsforLogixhealth, Inc.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A very vague and seemingly fake Final Notice was received on 9/11/2024 from:Emergency Medicine Associates of ********************************************* The vague Final Notice has an account number that is not tied to anything I've been seen before. The notice claims this is for services provided by the ** in *********, ***1. There is no ER in *********, ** 2. I have no outstanding or past due bills whatsoever.3. After verifying with the local hospital in *******, ** -- they have no idea where this notice came from and assured me that there are no bills tied to my account.This statement is fraudulent and predatory. It's also the first time I've ever seen it, so for it to arrive with "Final Notice" at the top was already a red flag.I believe my data has been compromised and I am requesting a full evaluation into the legitimacy of this deceptive company.

  

  Business response

  09/12/2024

  The billing statement you received is the physicians bill for your visit to the emergency department at **************** in **********. The charges and billing are separate from the hospitals charges and billing. Your health insurance paid a portion of the charges and applied the remaining balance for co-insurance.The first billing statement was mailed to you on 07/24/2024 and then the final notice billing statement was mailed to you on 09/04/2024.  If you have any further questions, please contact our customer service department at **************.

  Customer response

  09/12/2024

  I reject this response, as the Final Notice is vague and seems fake as it does not list any detail or itemization. Nor has any other documentation or statement been received prior to this one.

  The company response is not satisfactory as I have no other itemized statements or invoices that list any detail regarding the amount due. According to ***************** all bills have been paid in full between the deductible and coinsurance that I paid, as well as what insurance paid. After reaching out directly to my insurance company, ****. They took have shown that all statements have zero balance due.

  Therefore, I am requesting documentation that lists the full name of the alleged provider that is requesting these funds. Documentation must also show the visit date, location and itemization of services rendered.

  Once this company can provide the requested documentation, I am happy to forward that to my insurance company for further review. As it stands. This very vague and seemingly fraudulent Final Notice is not acceptable to send to my insurance company for review as it lists no details pertinent to any ER visit I've had in the past.

   

  Kind Regards,

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

  

  Business response

  09/17/2024

  An itemized statement is being mailed to you. The itemized statement includes account balance, date of service, place of service, provider, coding and charges, and payment/ adjustment from your insurance company.  If you would like to speak with Emergency Medicine Associates of ******* directly, please call **************** at **************.

  Customer response

  09/23/2024

  Better Business Bureau:I have reviewed the response and I do not accept. It has been more than five days since their reply and they claim they have mailed a statement with all of the information I asked for.... Dates of service, itemizations of services rendered, provider name and amount due. Unfortunately, I have not yet seen said documentation.

  I am formally requesting that this documentation be uploaded here for viewing since I have yet to see anything come via mail. I wish to keep BBB in the loop on any and all documentation provided anyway.

  Kindly,

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

  

  Business response

  09/30/2024

  We have received your payment. Your account is paid in full and now has a zero balance. Please find attached copy of itemized statement. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an emergency room visit in Q3 of 2023. I received a bill from the outsourced emergency room doctor through HealthLogix or *************************************** Room Physicians. I paid $1500 for the visit. After calling my insurance company I found that the bill should have been ~$200. I requested a refund from the company in June, I was told 6 weeks to process the refund. It has not been 12 weeks and there is no resolution in sight. If this is not resolved I will be contacting the ************************************** as this appears to be a consistent practice with this company based on reviews.

  

  Business response

  09/03/2024

  Good morning ,

   

  Pertaining to the overpayment of $ ******* for the referenced patient *************************** from the patients 11/01/2023 ER visit; Logix cash management team already issued the overpayment of $ ******* via check # **** to the patient on 08/22/24. Check was already cashed on 08/29/2023. This all set and below are the check payment transaction details for reference. Please reach out with any questions .

   

  

   

   

  Best,

  ******

• Initial Complaint

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an ER visit on 2/7/22 and it was covered 100% by insurance, but the provider did not file a claim and sent it to logix health for resolution. They asked for an explanation of benefits which was sent on 5/29. They replied back asking for a complete EOB (it was Complete). My insurance company also shared this info with them. They are refusing this proof and will not close my account or resolve this issue. This has been affecting my credit for over 2 years for a claim that was covered and paid.

  Customer response

  07/13/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  07/15/2024

  The claim for DOS 02/07/2022 was submitted to the patients insurance, Surest, on 02/17/2022. The insurance denied the claim on 06/14/2022 stating that they were unable to process the claim as additional info was required from the member. Claim # HP22161310087. We sent two statements to the patient at ************************************************************** on 06/29/2022 and 07/27/2022. A final notice was sent on 08/24/2022 to the same address. The patient reached out on 08/08/2022 and we responded via email that the insurance company had denied the claim, and advised them to reach out to their insurance company. We did not hear back from the patient until 04/11/2024, asking us to resubmit to insurance. The claim was resubmitted to insurance on 04/17/2024. The insurance company has processed the claim and stated that they mailed a check to the provider PO Box. However, the check was not received. We are actively working with the insurance to have the payment re-issued. Once the payment is received, it will be posted and the account will be closed.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Like all the other online customer complaints:The charges were not valid.The company billed right away as final bill with collection threat.Phone calls and letters were not returned and ignored by management.I constantly had to reach out in order to speak to someone.Promise to investigate and follow up never happened.Even though the charges are unjustified, I paid because I was afraid they would send it to collection.I requested a refund, but have not heard back.

  

  Business response

  05/24/2024

  Dear BBB,

  Logix Health has reviewed this complaint and would like to refute what this patient is mentioning. Our coding team verified that the codes and charges are accurate as per the patients medical records on that date of service. This patient was notified of these charges before the final bill. There were two statements sent to the patient on 03/18/24 and 04/29/24, as per our usual guidelines. The final bill will always mention that if it is not paid, then the account is eligible for collections.
  The patient called our call center to dispute this bill and wanted a 1-day turnaround before she goes to court on this. Dispute letters require a comprehensive review, with multiple teams involved, and this takes at least one week to review. The patient wanted to speak to a supervisor, and this was escalated to our call center management. Our call center supervisors did leave numerous voicemails for the patient and were actively investigating the account. While the patient did request a refund, the charges were accurate, and the account was paid off. A refund cannot be granted until the account is fully reviewed. The charges for this patient were valid, the proper statements were sent, and our call center reached out to the patient multiple times to ensure that this is taken care of. If you have any questions, or require additional information, please do not hesitate to contact me.
  Thank you,
  *********************

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

  Customer response

  05/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  his response is in regards to complaint #********. My name is ** ***** and I am actually the person who filed the complaint against the company. I wanted to respond to what the company posted on the BBB website, but hit the submit button too soon and the detail I wanted to provide was not submitted. Please keep the complaint open/active and add the following detail:
  What he company posted is inaccurate and couldn't be further from the truth. I received a final invoice after only 30 days. Management never returned any of my phone calls and never responded to my correspondence. It was always me reaching out to them repeatedly and the call center promised management would contact me which NEVER happened. I never requested a 1 day turnaround, not even sure what they mean by that. The charges are invalid and need to be refunded asap. 

  

  Business response

  06/05/2024

  Hello,

   

  The patient was able to speak to a provider at Orion Emergency Services. I have sent this to our Cash team for the patient to be refunded. The amount of $398.49 will be refunded, and is in process. Please let me know if you have any questions.

  Best,

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

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been disputing a medical bill from LogixHealth for almost 3 years now. In March of 2021, I scheduled an appointment for me at a COVID drive-thru test site that was located outside of Hallmark ******************* A while later (after they billed the wrong insurance), I received a bill from Logixhealth for $75.41 for an urgent care exam from Hallmark Health. I did not have an urgent care exam and my insurance company (Cigna) believes that the bill was medically coded incorrectly, because they would cover the full cost of a COVID test if the claim was submitted properly. I have been asking for 2+ years to speak to someone from Logixhealth who can help rectify this issue and they are refusing to allow me to dispute this bill. The company is refusing to provide me with any medical documentation to explain this bill. They are insisting that they are speaking with my physician which is false Hallmark ****************** closed and was bought by *****, and ***** does not have access to my medical records from this time period, so I do not know what physician they are speaking to. Whoever it is, it is someone I am unable to contact. As a patient, I have the right to dispute a medical bill coding error directly with my provider and Logixhealth is refusing to connect me with the provider they are allegedly in contact with. They just sent me the attached letter threatening to send my bill to collections and I am very scared that they will send the bill to collections whether or not I pay it (I see from their BBB report history that this has happened to other consumers). I am going to pay the bill in an attempt to prevent them from sending it to collections (and because I am tired of spending hours on the phone with their customer service), but I would like a refund from the company once this is resolved, especially if they continue to insist on not allowing me to speak with the medical provider they are sending me this bill on behalf of.

  

  Business response

  02/29/2024

  Urgent Care agrees to refund, patient.  Claims was properly coded and billed to Cigna.  However, due to the place of service, the Covid visit is not covered @ 100% by the patient's health insurance.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter has been receiving a bill from a business that calls itself Emergency Medical Associates PSC ****** After completing a little research on-line it appears that *** is a part of this Logixhealth **** The bill was supposedly for something relating to an emergency room visit that my daughter had in February of 2023. The bill did not say what they were charging us for. When we received the first bill, I reached out to the company at the number provided and was given the web site to enter her insurance information. I have entered the insurance information once after receiving the first bill, and again after receiving the second bill. I have also written them two letters and have received no reply. To date they have not put in a claim to the insurance company. We use our insurance company claims process to verify and legitimize all medical bills that come to us. Even though they do not put in a claim to the insurance company, they continue to send my daughter bills and threaten collection action. I believe this business to be a scam, preying on people who need to visit emergency rooms for care by sending them bills and hoping they will simply write a check with no explanation of why they are being billed. We would like this business to send a detailed reason for this billing and follow the normal claims process through the insurance information we provided. Once they do that, I will get a notification from the insurance company explaining how much we actually owe, if anything. At that point, if we owe them money, it will be paid.

  

  Business response

  07/18/2023

  Good **************************** information was missed to be added into our system. This was reviewed with our rep as the insurance should have been added and billed. I spoke with the patient on 07/13 and received permission to speak with her Father, *******. ******* called me on 07/18. I reviewed the account with him and sent an itemized statement showing that the claim was billed to Tricare with a bill date of 07/14. I also had this reversed from collections on 07/13.

  Thank you,

  Customer response

  07/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  07/25/2023

  Good Afternoon,

  Please see below responses to each request.

  1. CCHA sent the patient a letter dated 07/24/2023 stating the account has been closed and that it was not reported to the patient's credit. I will attach a copy in a follow up email to ***************************. Email: '********************'

  2. We sent an itemized statement to ******* on 07/18 at 11:40 am (Eastern time). Can ******* please confirm that he received our email with a copy of the itemized statement? The itemized statement shows a bill date of 07/14 to Tricare. We searched for the claim on Tricare's portal today. According to the Tricare portal, the claim was processed on 07/17 and paid $107.17 with $0 patient responsibility. There is no settlement date, so the payment has not been sent to us by Tricare yet to be posted. Once the Tricare payment is posted in our system, We will send an itemized statement showing payment in full to the email address previously provided by *******. We will send ******* screenshots from the Tricare website in my follow up email today. Email: '********************'

  Any questions, please let me know.

  Thank you,

   

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January of 2022 I was treated in the Emergency Room of ***********************, ******, **, at the insistence of my primary care physician. This was due to lab results of the same date which were ultimately determined to be erroneous. I was billed by the attending physician. The amount billed, in the amount of $413, was rejected for coverage by both ******** and Excellus. I paid this bill to Logixhealth/Doctor Payments. However, I challenged the rejection by my insurance. Ultimately, both ******** and Excellus concurred with my claim that the initial, rejected submission was incorrectly coded. They agreed that I was due a refund from Logixhealth/Doctor Payments. I subsequently contacted Logixhealth/Doctor Payments. Their customer service representatives examined my claim and concurred that I was due a refund. Over the past four months I have repeatedly contacted them regarding said refund of $413. Their representatives have assured me, again and again, that the claim was being processed and/or that the refund was imminent. However, lately, calls to the individuals handling this matter go directly to voice mail and are not returned. Text messages go unreplied. I have complete documentation of all the above to include letters, emails and text message involving all parties. I can provide same, if requested.

  

  Business response

  07/11/2023

  March 2022-April 2022 - ***************** called to check the status of his account as he received a bill from LogixHealth after the claim was denied by his insurance. He was advised that the claim was denied by the insurance as a non-covered service (routine exam or screening). ****************** asked to have the claim reviewed as the service was not routine. The claim was sent back to the coding team for review. The coding team deemed the coding to be accurate. An appeal was created and mailed to the insurance carrier. Mr. ******* paid the balance in full.
  Sept 2022 The patient called in stating he received a letter form the insurance stating the patient responsibility was $0. The patient forwarded a copy of the letter to LogixHealth with a denial code stating more information was needed to adjudicate the claim. The patient requested a refund and was advised that the appeal was still in process with the insurance as Logixhealth had not received a final determination from the insurance.
  Oct 2022 - Nov 2022 ****************** patient emailed LogixHealth for claim/appeal status. The claim was again reviewed by the billing and coding teams for accuracy. 
  Jan 2023-Feb 2023 ****************** forwarded a dispute letter to LogixHealth and included a written request for a refund. The dispute was forwarded to the facility to be reviewed. The review was completed, and a courtesy adjustment was made to the patient account due to a reporting error on lab work which caused a return trip to the *** The refund request was initiated, and ****************** was advised to allow 3-4 weeks.
  Mar 2023-April 2023 ****************** called to advise that the refund check had not been received. His address was verified, and he was advised that the cash team would research the missing check. 
  May 2023-June 2023 ****************** called in for a status of the refund check. He was advised that the status of the check had not been received from the ** department. Another update was requested form the cash team. A stop payment was placed on the uncashed check. The patient was advised check # ****** dated 5/19/2023 was issued and mailed to his address.
  July 2023 - I spoke with ****************** who stated that he had still not received the refund check. The patient again confirmed his address to be the same the check was mailed to. The check was researched and found to be uncashed. A stop payment as placed on 7/11/2023 and a new check will be issued on this week's check run. I have called ****************** to advise.

  Customer response

  07/11/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response should, finally, satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. However, I have received such assurances from the company in the past. To date those assurances have not proven to be productive. I remain skeptical.
  

  Today I was contacted by a company representative. This was the second time she has spoken with me in the past two weeks in reference to this issue. On both occasions she has been very professional and supportive. This is the first time that I have felt that anyone was actually being helpful in this matter. She assured me that the check was being reissued, and that she would be in touch to make sure that such was the case. She offered her opinion that the reissue process would probably take a week or two. 
  

  I am hopeful. However, if the check is not forthcoming, I will feel free to re-initiate the complaint process.
  
  Regards,
  
  ***********************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to ER on 5/11/2022. I was billed by Wake Emergency Physicians, **/Logixhealth $636 for the visit. I thought they had filed with my insurance so I thought this was the amount remaining and paid this amount. I found out in November 2022 that they did not file with my insurance. They said they had my wrong name. I have twice emailed them copies of my insurance cards. Since November, they claim each month that they will file with my insurance and reimburse me the $636. My insurance company has never received the claim. Of course, Logixhealth has no incentive to file it since I paid them and they have their money. My account number is ***********. I just wish they would do their job and refund me the monies I have paid.

  

  Business response

  05/10/2023

  After reviewing the account, it appears that BCBS rejected the original claim because the first name that the patient was registered with was different than what they have on file. The patient supplied the name as listed with the insurance company and the claim was submitted twice on paper to the insurance carrier. BCBS is stating that they did not receive the claim with the corrected name, even though the claim was mailed to the address listed on the back of the patient ID card. We have initiated the refund to the patient, and will continue to work with BCBS on this matter further. The patient will receive the refund via check in the mail in 1-2 weeks. We apologize for any inconvenience.

  Customer response

  05/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Now I hope they follow-up on their response and actually send me the refund check.
  
  Regards,
  
  *************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company billed my husband $1,028.00 in which I made a payment from our HSA in the amount of $700 on 12/27/22. When I called to pay the rest the customer service representative stated that the bill should never have been sent as it was not run through our insurance yet... I made at least 10 phone calls back and forth to get the bill sent to my insurance because they refused to give me a refund til the bill had been processed... I finally spike with supervisor ********* and it was agreed I owed nothing after insurance had paid the entire bill. They issued me a refund via check which we cashed on 4/27/23. They then stopped payment on the check 4 days later which caused an overdraft on my husband's account. Charging him an extra $30 fee.

  

  Business response

  05/04/2023

  The patients insurance ended up paying on claims after the patient had made a payment, resulting in the over payment.
  Patient however had open delinquent accounts (accounts in collections) from 2012 that were never paid.
  
  This was caught after the refund was issued so it was voided at the bank level.
  The patient has since been contacted by our billing department to clarify the events occurred. They were also given a 60% discount on their 2012 balances, and still received a refund of $261.60. This refund process was initiated today 05/0/2023. 
  

  Customer response

  05/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  In the 15 to 20 times i called to look into this bill and refund it was never once brought to my attention that he owed from a previous year... when my husband called to see what he owed from 2012 he was told "i dont know." We didn't even know eachother then which means he didn't have my insurance then... so now we are paying a bill out of an HSA account that we didnt even have in 2012...is that legal? Also why didn't he ever get a bill for the 2012 date? His credit score shows zero collections on his account so where did this charge come from? 

  When the check was canceled it made an overdraft fee on my husband's account and he was charged an extra $30... when he mentioned this to an ******...she stated "its not my problem." I would like to be compinsated for the extra $30 and i want an itemized list of the charges from the date in 2012 that they are referring to. 

   

  FAQ
  
  Regards,

  Britany

   

   

  

  Business response

  06/21/2023

  The remaining balance will be refunded to the patient. The total amount was for $700.00, patient has already been refunded $261.60 and will be refunded the remaining balance of $438.40. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to SSM HEALTH for an urgent care visit on 7/2/22 for a head bump. The insurance was not billed at first and they tried to charge me the full amount. I asked them to bill insurance instead of self-pay. My insurance company fixed the bill and the company that is contracted. LOGIXHEALTH tried to put me into collections because they would not contact SSM HEALTH, and they didn't want to wait a week for the new EOB for the check payment. I told them they are scam artists and should not be messing with people's lives. They should have waited for the check and not tried to scam me. They also violated HIPPA with sending me someone else's bill.

  

  Business response

  01/09/2023

  The patient was billed for the full charge amount after her insurance denied the claim for needing additional information. Billing statements were mailed to the patient according to our billing guidelines. The patient contacted us to inquire about her statement and was advised that her insurance denied the claim and to reach out to them for further information regarding their denial. The final notice statement was mailed to the patient on 11/30/2022. The patient contacted us again on 12/09/2022 advising her insurance made payment; her responsibility should be $68.99. The patient provided a claim number, so we were able to place her account on hold while we waited to receive the payment from her insurance. The insurance payment posted to the account on 12/12/2022.  According to the explanation of benefits we received from the patients insurance, the patient does not have any remaining responsibility for our bill.  A zero-balance itemized statement has been mailed to the patient.

  Customer response

  01/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  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. ↩