ComplaintsforLeidos QTC Health Services

Medical Doctor

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Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I missed my appointment due to me being given the wrong address. My appointment documents were not legible bc ***** dropped them off in the rain. The online portal has always been an issue for me so I thought it was easier to contact QTC via telephone to receive updates and confirm appointment information. I called this morning to confirm date and time of my appointment as well as location and was given the wrong address!!!!! After driving 1 hour and 27 minutes and being 5 minutes late, I received a call from ******** QTC Medical Group ***********) saying if I wasnt there in 5 minutes then they would have to cancel. Im assuming the grace ****** is 15 minutes. No one was willing to empathize with me on the amount of time it took for me to get there! I knocked on the door and the door was CLOSED! While Im on the phone with a ***resentative to see if my appointment can still be taken, THE QTC MEDICAL GROUP IN COLUMBUS LIED AND TOLD THE CUSTOMER *** OVER THE PHONE THAT THEY ALREADY LEFT. Well TELL ME WHY THEY THOUGHT I LEFT THE BUILDING AND THEY OPENED THE DOOR!!!!!!!!! When I mentioned this on the phone with the customer service *** they closed the door. !! Representative over the phone was huffing and puffing showing signs of aggravation and was not displaying signs of active listening. Constantly asking me questions that I already gave the answers to! Showing that she really didnt care! Also had an unsettling background noise I could tell she was ready to log off for today! Thanks a lot QTC!!!
Business response
09/26/2024
Thank you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.
Again, we thank you for your feedback and look forward to a speedy resolution.

Customer response
10/01/2024

Complaint: 22325930

I am rejecting this response because:

This is the 2nd complaint Ive done within a 30- day time period . The first time it took no time for someone to contact me. This time Ive barely seen any response . It seems as they do not care and the type of customer service Ive experienced in general especially with the QTC Medical Center (**************************) is just too unacceptable and I honestly think nothing will be done to rectify the issue.

Sincerely,

Asia *******
Business response
10/09/2024
Thank you for bringing this to our attention. Your feedback is noted and will be reviewed by upper management to avoid conflicts moving forward.
Please accept our apologies and know that we're working to make every experience a positive one for all our veterans. Your feedback is important to us, and any additional information you wish to provide about your recent visit will help us learn and grow from this experience. You may email us at ****************************************************************.
Initial Complaint
09/21/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying to help my dad to get the benefits he deserves by the VA for his PACT act presumptive conditions. The ** is contracted with QTC. QTC did exams in May but found the wrong exams had been done. They did not send the information to The VA until end of June 2024 and made my dad have to go through exams again on August 13 to correct their error. To date, they have still not provided the information to the VA and they have still not sent the exams to the VA or done anything with them. They continue to delay and prolong with more exams and more information, even though over 700 pages of medical records have been submitted to them. In the meantime, my dad continues to have to suffer and rapidly decline due to the inability to get his benefits since the service rating is needed to get him the resources he needs.
Business response
09/26/2024
*****,
Thank you for providing us with your feedback. We understand the importance of your father's case and would like to provide and expedited resolution. I've escalated your claims to our customer service team for follow up. In the meantime, you can email us and provide your fathers case information, and we'll pass this along to our customer service team. Thank you for your review.
Initial Complaint
09/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This business runs the Reserve Health Reasiness Program. Absolutely terrible service and worse customer service. Nothing even remotely personal about it. No phone call is ever a real person. Nobody that answers the phone once you get through computers has any clue from notes or otherwise what the situation is. I've been trying to get a dental issue solved for the Army for 6 months. Multiple appointments. Countless emails and calls and no further than I was. No care for what is going on whatsoever. No higher level of authority within the organization stepping in. Just truly atrocious service in every aspect.
Business response
09/06/2024
*****,
Thank you for taking the time to voice your concerns regarding your interactions with our customer service. I've escalated your concerns to our leadership to review and provide a resolution promptly. In the meantime, if you have additional concerns, you can email us at ************************************** and we'll pass this on to our leadership team.

Thank you for your service to our country.
Customer response
09/06/2024

Complaint: 22247504

I am rejecting this response because: I have frequently emailed the customer service line with no responses. It is embarrassing to even suggest that. This service never actually completes requests that they say they will, since when I call back, the response I get from the *** is just "oh, they didn't put that in because I don't see it here." I'd love for you to listen to all phone records from the start of this issue. It's insanely incompetent and embarrassing to even put customer service in your modo.

Sincerely,

***** *******
Business response
09/19/2024
Thank you for your for providing us your feedback. Your concerns have been noted and will be shared with our leadership to provide a timely resolution to your claims.
Customer response
09/19/2024

Complaint: 22247504

I am rejecting this response because: nothing has come of this complaint. It's the last resort to get even 1 step closer to what the organization claims to do and I haven't so much as received an email or personal phone call. Again, embarrassing. This company needs to lose their contract with the military immediately.

Sincerely,

***** *******
Business response
09/24/2024
*****,
I've escalated your concerns to our customer service team for prompt resolution. Thank you for your feedback.
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Friday, September 15, 2023, at 14:00 hrs, I had a ********************** (C&P) exam conducted by ****************************** at QTC Medical office in ********, **, and I must say, it was a thoroughly disappointing experience. From start to finish, the examination was a showcase of incompetence and lack of professionalism. The doctor cut me off after only a cursory 13-minute interview telling me, "I'm done." I had not finished telling him about the horrors of my current job at the hospital and how it was affecting my home life, too. The doctor appeared disinterested the moment he entered the room. He barely greeted me nor bothered to explain the purpose of the exam. ******************** demeanor was brusque and dismissive. It was evident he had already made up his mind about my condition before even listening to what I had to say. I would strongly advise anyone in need of a C&P exam to seek out a different provider and company that values their patients and takes their responsibilities seriously.
Business response
07/31/2024
Thank you for your feedback as it provides us an opportunity to improve and prevent future lapses in customer service. We apologize for the poor experience during your visit and will provide your feedback to our upper management to improve our level of care. Thank you for your service to our country.

Customer response
07/31/2024

Complaint: 22067510

I am rejecting this response because:
These issues have significantly impacted my trust and confidence in your services. I believe that every patient deserves to receive high-quality care and respectful treatment, and my recent experience did not meet these standards.
I kindly request a thorough review of my case and an explanation for the substandard care I received. Additionally, I would appreciate knowing the steps you plan to take to prevent similar issues from occurring in the future.

Sincerely,

*************************
Business response
08/01/2024
***********************,
Thank you for your response and I've escalated your concerns to our customer service specialists so they can follow up with you.

Again, we thank you for your feedback and look forward to a speedy resolution.

Sincerely,
Leidos QTC Health Services
Initial Complaint
07/24/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
QTC in *********** ********** knowingly employs an NP named ******************* (CNP-03379) who, either knowingly and willingly, or due to incompetence or a language barrier has filled out disability forms for Pension and Compensation exams for veterans incorrectly. So incorrectly that the VA has cut off benefits to several vets due to ************** inability to correctly do and record an exam. When the vet goes to a competent healthcare provider the result is ALWAYS different.******************* has put veterans on the street with his incompetence, with one dying by suicide due to ************** taking away the vet's disability because although the vet had years of medical records proving disability, ********* just said the vet was fine. Now the vet is dead and it's on QTC and NP *********************** head.
Business response
07/25/2024
Thank you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.

Again, we thank you for your feedback and look forward to a speedy resolution.
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
QTC was my designate VA ******* to handle all my VA appointments in *******. I finished my last appointment on 24 May 2024, as of 12 July (7 weeks) they still have not sent my medical documents to the VA - holding up a medical board. I have called the last two weeks asking the status, but all I get is "it's going for the final checks". Timeliness is unsatisfactory.
Business response
07/17/2024
**** you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.

Again, we thank you for your feedback and look forward to a speedy resolution.

Customer response
07/18/2024

Complaint: 21989541

I am rejecting this response because: their generic answer does not answer why it has taken 8 weeks so far to get my records to the VA- still waiting on the records to be sent. I have talked to the company at least three in the last few weeks and get excuses to why its not complete. Their answers are unsatisfactory and the timeliness to complete the packet to the VA is unsatisfactory.

Sincerely,

*************************
Business response
07/22/2024
Thank you for your feedback as it provides us an opportunity to improve and prevent future lapses in customer service. We apologize for the poor experience and will provide your concerns to upper management to improve our level of care. Thank you for your service to our country.

Customer response
07/29/2024

Complaint: 21989541

I am rejecting this response because: QTC does not take this complaint serious- if they did QTC would have reached out to me directly with an explanation why they sat on my records. Instead, all I get is a generic not addressing the question/issue.

Sincerely,

**************
Business response
07/30/2024
Thank you for your feedback as it provides us an opportunity to improve and prevent future lapses in customer service. We apologize for the poor experience and will provide your concerns to upper management to improve our level of care. Thank you for your service to our country.
Initial Complaint
07/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am managing my husbands veterans administration disability claim. Litos QTC is the federally contracted company that is supposed to schedule examinations in relation to the claim. They have required us to go to general cardiologist, five different medical offices in two different states, and all more than 45 miles from our home. I have reason to believe, based on my conversation with ****** at that company, that they are choosing providers not based on expertise or proximity to the veteran, but solely on their desire to achieve a below market rate for additional profit.The woman I spoke with acknowledged that they only use the providers. They have contracted with, and do not worry about finding providers who are close to where the veteran lives. They have us driving from **********, ************ to ********, ************ to do bloodwork in the morning one day, then driving from ********, ************ to *********, ******** to have an echocardiogram. They made him go to ************* to get a chest x-ray and an additional heart exam, but they claimed they could not do the echocardiogram at that location. They refuse to give an explanation for why they could not do the echo at the same time as the chest x-ray and the other test. I hypothesize it is for profit reasons. The provider where the chest x-ray and other test were performed was dirty, and incredibly unprofessional looking. They also have lied to us. They scheduled a test in *********, ******** for today, July 5. They called several days ago to ask if we could move it back to July 3. We said that was not possible and that we wanted to keep the July 5 appointment. When my husband drove to *********, ********, in holiday weekend traffic, he arrived to find that they had canceled the appointment anyway. They claimed that they called us on July 3 to cancel. They did not, and they did not leave a message as they claimed. Again, they lied. There is much more but I am out of space.
Business response
07/10/2024
Thank you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.

Again, we thank you for your feedback and look forward to a speedy resolution.
Initial Complaint
07/02/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Leidos QTC Health Services has delayed scheduling my appointment for months because they can't find a provider in the area to work with them. Leidos QTC Health Services has a BBB rating of 1.32, no wonder no providers in the entire state of ***** want to work with you. I have waited months for an appointment to get schedule only to be told the closest provider who will work with QTC is 233 miles away. I said I will gladly take the appointment only to be told NO, it's too far. I'm not sure what my options even are at this point, it is a deflated feeling know I'm just sitting adrift waiting for something (appointments) that will never come. Will my disability claim gets thrown out because of lack of information because I can't see a provider to confirm my claim? Is there another Health *************** who has the ability to schedule in the state of *****? The Government awarded a $1.7 Billion Dollar contract to Leidos QTC Health Services and the company is only effective (sometimes) in large, populated areas with a HORRIBLE feedback rate. We should be embarrassed for our Veterans that a 1.32 Better Business Bureau Rating is acceptable for their Health Care needs! ***Side Note: I had the appointment already through the ***************, but QTC/Claims does not accept these records because I was told from a Manager at QTC the appointment has to be done by a third-party provider.
Business response
07/05/2024
Thank you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.

Again, we thank you for your feedback and look forward to a speedy resolution.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had an extremely unprofessional and inappropriately conducted medical exam by one of the providers at the QTC office named *******************. Upon arrival ************ seemed disgruntled and very brisk in his approach as something had upset him before my arrival. Then during the duration of the exam he did not follow the *** protocol by asking me all related health questions he then went into great detail about his political viewpoints and stance on immigration. I felt his conversations were inappropriate and concerning but I hadnt brought it up yet because I was waiting for the VA to respond to my concerns but they havent responded about my complaint. ************ might have been under the influence or was just to heated to conduct an exam with quality clinical judgement. I want to file a formal complaint against ************.
Business response
06/18/2024
Thank you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.

Again, we thank you for your feedback and look forward to a speedy resolution.
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mar 2023 Took at home exam for claim with VA Mar 2023 Went to third-party office for results Enterprise Mill *************************************** 2023 Shortly afterwards received notice that claim was denied 10June2024 Was told by Dr. at **, they never received results from OTC 12June2024 Went to OTC clinic in area Leidos QTC Health Services ********************************* *******, ******* ***** Was told the results are in the system (by the front receptionist) must call the ******************* and have them sent to ************************ 12June2024 Contacted QTC Service Desk *************), spoke with Sequoyah (***** employee num) referred to OSA section to help with my situation. 12June2024 No contact from company (QTC)13June2024 - Ppoke with ****** (***** employee num). I explained to her, I had a home exam done but it never made it to the VA system. Explained that the VA advised me to contact the company; restated my case to her. She informed me, that her supervisor said, QTC has no record of a home exam but the VA has it. I explained to her for the second time, the Dr showed a blank screen w/ regards to QTC input. After sending another note to her supervisor while one the call; she told to make claim again (with VA), starting all over. They didn't have any results. Again, the local QTC office told me it's there on file. ****** said, it is closed and they cant send it. I asked for her supervisors name (refused to provide). I told her Id like to speak with someone else about this, ****** told me she was sending notes to a manager (***** no employ num). I requested contact via email for tracking.14June2024 went back office where initial reading of results for QTC. Told by receptionist, all information returned to QTC BUT they should have the files on record for at least 2 years. 14June2024 received no communication My belief, they would like me to take the exam again to cover-up their negligence in handling my initial medical exam and results from March 2023.
Business response
06/18/2024
Thank you for bringing your claims to our attention. We understand the importance of your case and will do our best for a prompt resolution to your claim. Please know that I alerted our customer experience representatives, who will open an investigation and review your case. In the meantime, you can email us at ************************************* and provide your case number and any additional details regarding your claims, and well pass that information to our customer representatives for a speedy resolution.

Again, we thank you for your feedback and look forward to a speedy resolution.

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ComplaintsforLeidos QTC Health Services

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