BPI Solutions Reviews (%countItem)
BPI Solutions Rating
Address: PO Box 171009, Milwaukee, Wisconsin, United States, 53217
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I had services performed at *** in December 2018. I filled out all of my paperwork correctly, submitted medical insurance information and followed all of their protocol. On 1/31/20, I received a letter from a collection agency stating that I was being sent to collections for a past due payment. Upon further investigation, I found that Dr. *** office uses BPI Solutions for their billing. BPI claimed to have sent me a bill, had it returned due to an incorrect address, then followed up with four phone calls to me to no response. When speaking with BPI, I found that they had incorrect phone numbers. So they had been trying to contact me and felt that calling the incorrect number four times, and mailing to an incorrect address, justified sending me to claims. I never received a bill nor received a call. I verified with Dr. *** office, BPI had the correct information all along.
My questions are:
- How did my information become incorrect if Dr. *** office sent it over correctly?
- How did the collection agency find me, and Dr *** office had my correct information, but BPI wasn't able to get a hold of me? What QC measures are in place?
- Did anyone contact Dr. *** about not being able to get ahold of me?
What are the ramifications for when BPI makes an error, not the patient, and there are long term effects that the patient has to deal with? How does BPI resolve those issues?
This error on their part is unacceptable. They have since taken me out of collections and resolved the issue, but the service has been inexplicably rude. There is a lack of empathy and understanding. Zero acceptance of blame. The answer I receive is, "I don't know how this happened. Too bad." I would hope that we demand better from companies who negligence can have a lasting impact on the lives of their customers.
Thanks so much for your message via the Revdex.com web site. I did have one additional request. I just noticed that I paid more $100.57 to the collection agency, and I really should have only paid $100 had I not been sent to collections. So I would like BPI to pay me the refund of $0.57. Can you help facilitate this?Additionally, I'm curious about your perspective on this. Technically, BPI Solutions sent me to collections at the request of ***. I find them both to be at fault here. Would you recommend I submit a claim against *** as well?Thanks-
I spoke with Mr. in February 2020. He had called to ask
why his account had been turned over to a collection agency. I explained that
the account was turned over because we had received mail return and had left 4
messages at the two phone numbers listed on the account but had received no
response. He and I verified the home address and we indeed did have a number
transposed in the numeric portion of his address. I explained this to him and made
the correction to his account. Of the two phone numbers we left messages on,
one was incorrect and one was correct. For
the phone number that was correct, he asked why we had that number and asked
for it to be removed from his account stating it was his wife's phone and we
shouldn't be calling that number. I explained that he listed this phone number
as a second phone number on his paperwork and that was why we had the number in
his account. He asked me why we didn't contact the other medical practice that
the provider works out of and I explained that we would have had no knowledge
that he was seen at that location and that we do not have access to that
clinics patient information. Mr. asked why the provider was not contacted and I explained that the
provider was contacted and is the one to give approval for an account to be
turned over to collections. Three times during the call I apologized and informed
him that I would contact the collection agency and have the account removed.
Mr. indicated that he was also upset that he had to go through several
nurses at the doctor's office to obtain our phone number and that we should
have "normal business hours." I followed up with the doctor's office
and the nurse indicated that she took his call, put him on hold, returned to
the call and gave him our phone number. He reached one of my staff on his first
phone call to us and I returned his call within 30 minutes. I also followed up
with the collection agency and nothing has been reported to his credit report. I
have been in business for 15 years with no complaints filed. Throughout the
call Mr. was aggressive, disrespectful and condescending. While I
understand Mr. frustration, My staff and I strive to provide exceptional
customer service. We have acknowledged the error apologized for the error and
taken appropriate steps to correct this.