ComplaintsforiSolve RCM

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a Social Worker and I paid for a service to become credentialed with one insurance panel with iSolve RCM. They are a company that helps providers get credentialing through insurance agencies so they can provide care to patients who are insured. I paid for a service in Feb 2023 and was informed it would take 120 days. It's currently over 7 months and I have not received any completed services. I have emailed them several times and have been given the same response of "in progress" while asking for more information from me. I requested a refund and was sent a spreadsheet with updates instead of a response to the refund. I call and each time I am told the person I am contacting is in a meeting or voicemail. I would like the BBB to contact this company to get further information on the validity of their business or to let them know a complaint is being filed to get my request complete. Thank you for your time.

  

  Business response

  10/27/2023

  We deeply value our clients, and their satisfaction is of paramount importance to us. We understand the significance of addressing their concerns promptly and professionally, in line with the BBB accreditation standards. Rest assured, we take this matter very seriously. In response to the complaint, we have been diligently attempting to get in touch with the service provider, who is crucial in resolving the issue. We made multiple attempts to contact the provider at the phone numbers ************ and ************.Regrettably, both numbers rolled over to voicemail, and we left detailed messages explaining the urgency of the matter. Additionally, we have also reached out to the provider via email at *****************,stressing the importance of addressing this issue and the impact it has on our valued client. Unfortunately, we have not received a response via email either.
  We want to assure the BBB that we are committed to resolving this issue as swiftly as possible. We highly value our clients and are dedicated to addressing any concerns they may have with our services. We recognize that timely and effective resolution is essential, and we are doing everything within our capacity to facilitate a resolution. We understand that the provider's cooperation is vital in resolving this matter, and we will continue our efforts to establish contact and work together toward a satisfactory resolution. We aim to meet and exceed the BBB accreditation standards and demonstrate our commitment to addressing marketplace disputes promptly, professionally, and in good faith.
  We genuinely regret any inconvenience this situation has caused and want to assure you that we are actively working on achieving a resolution. We will keep you updated on our progress, and we are ready to cooperate fully with the BBB throughout this process.
  Thank you for your understanding and support in this matter. We look forward to reaching a satisfactory resolution and maintaining our accreditation with the BBB. If you have any further questions or require additional information, please do not hesitate to contact us.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an agreement with iSolve RCM for credentialing with a number of insurances. iSolve RCM submitted the applications, but was completely unresponsive for any follow up, which the insurers required and was expected. iSolve now cannot be reached for any further inquiry or resolution. Complete waste of time and money.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Family Nurse Practitioner and I paid for a service with iSolve RCM. They are a company that helps providers get credentialing through insurance agencies so they can provide care to patients that are insured. I paid for a service in July 2021 and was informed it would take ***** days. It's currently over 6 months and I have not received any completed services. I have emailed them several times and have been given the same responses of "in progress" while asking for more information from me. I requested a refund and was sent a spreadsheet with updates instead of a response to the refund. I call and each time I am told the person I am contacting is in a meeting or voicemail. I would like the BBB to contact this company to get further information of validity of their business or to let them know a complaint is being filed to get my request complete. Thank you for your time. I prefer the job be finished due to having to start from scratch being difficult (***** day turnaround) but a refund would be on the table if no resolution can be complete.

  

  Business response

  03/10/2022

   

  In response to the complaint submitted by ***********************, we have been in contact with the client and we explained the delays in processing her applications.  There were several factors that were beyond our control:

   

  1) The client had not provided us with updated credentials to log in to the ***** system in order to process the applications.

  2) There was a cyberattack on the *** system, which caused processing delays.

  3) ***************** carriers have closed their panels and are currently not accepting new providers.

   

  In our contracts with clients, we clearly state that we cannot guarantee that an application will be approved. We can only complete the application and submit it according to each plans requirements.  I

   

  Thank you

   

  Regards,

  Naeem T
  Chief Executive Officer  

  Customer response

  03/10/2022

  
  Complaint: 16792009
  
  I am rejecting this response because:1. I have provided the company with the log in requested. They sent me an email I couldn't respond to saying it didn't work but it did. I then sent them the log in information again with no response. 2. I was never informed of a cyberattack on the *** system at any point by phone or email. 3. Insurance companies may have closed their panels, BUT they have not been closed since I paid for the service in July 2021. They also didn't inform me of this information.

  Lastly, while the company does not guarantee approval, the applications have not been denied at any point. I believe the company has delayed submitting the applications, however I do not know if this is true because I have not been informed of why it's taken this long to complete other than a call stating the person handling my applications dropped the ball. At this point, I would just prefer a refund.
  
  
  
  Regards,
  
  ***********************

  

  Business response

  04/18/2022

   

  Re: #********;

  We are refunding the funds to the client. We have been communicating with the client and we will continue working on her applications but agreed to refund her deposit until we can provide her with satisfactory results.

   

  Regards,

  Naeem
  Chief Executive Officer  

   

  

  Customer response

  04/29/2022

  
  Complaint: 16792009
  
  I am rejecting this response because:

  I did not agree to paying them after service was completed. The reason I didn't agree is because this was not mentioned during the call. Naeem stated they would refund my money (which I still haven't received) and still work on my applications. There was no discussion of paying after services rendered.
  
  
  
  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. ↩