Cardionet, Incorporated

Orlando, Florida
Stay away from CardioNet, LLC. They never sent me a bill, instead they send the bill to the collection agency BYL Services, LLC. If you need a heart monitor and see the name CardioNet, be aware of their collection agency practices. Don't be a victim of a long and complicated back and forth struggle with the Collection agency and/or CardioNet, LLC.
I do not recommend CardioNet, LLC.

Cardionet, RemoteINR, Biotel.. these are all run by the same umbrella company, Philips. The complaints below align with not only my own experience with them, but the countless complaints filed with the BBB, where they have an F rating. They have been sued by Medicare for claim fraud and their own investors, employees, customers and have been investigated by US Health and Human Services for HIPAA violations, SEC for IPO violations, and most recently for a data breach that was not made known to customers for ~ a year. They have paid millions in fines and settlements to the federal government alone. One could assume that all the legal fees, fines and settlements are the reason they need to charge extremely high rates for their services.

We started using their service in early 2020. The first invoice we got was mid 2021 for service provided early 2020. Less than 60 days after the date of the initial billing it was sent to collections. We have yet to receive any billings for 2021 (as of October 16th, 2021). If you want to spend hours fighting with them about their poor billing practices, then sign up for their monitoring services.

If not, ask your cardiologist to use one of their competitors. Share their BBB rating and complaints and all the lawsuits and federal investigations with your cardiologist. It is all public information and readily available on the internet. Ask the physician why they would force you to utilize the services of a company under so much federal and legal scrutiny. Most cardiologists still like to use them for some reason. In that case, ask them to contract with Cardionet directly, and then in turn bill you. Make your cardiologist or hospital the middle man, so they, instead of you, must deal with Cardionet/Biotel/Remote INR's horrendous customer service and billing practices. The elderly and sick, especially those with significant heart conditions should not be forced to deal with this company. The stress alone could give you a heart attack.

I encountered two major issues with this company:

1) They radically overcharge on the use of their cardiac monitoring equipment, while promoting themselves, dishonestly in my view, as a cost savings enterprise.

One month usage of a wearable cardiac monitoring device can net you a bill of around $8,000, an absolutely extraordinary amount of money for such a simple device with such minimal service. Extended over a year's period of time this would amount to $96,000.

If you're looking for reasons why health care costs in the U.S. are out of control, look no further than to companies like Cardionet/Biotel.

Your insurance company may or may not cover this bill, and if they do, you could still be on the hook for hundreds or thousands of dollars. The reasons for this are not hard to fathom, at least in some cases. The CEO of cardionet, Joseph Capper, bagged $4.1 million in compensation in the year 2019: https://www1.salary.com/Joseph-H-Capper-Salary-Bonus-Stock-Options-for-BIOTELEME...⇄ />
Having worn a heart monitoring device in the past I'm familiar with a bill for such a service amounting to no more than $150 or so.

My advice to anyone who receives a device from this company is to return it immediately. Don't open the box. Contact your cardiologist and demand an alternative. Also, contact the administration of the clinic or hospital you received help at and warn them about this company.

2) If this exorbitant cost of this device/service wasn't bad enough, the device itself is faulty. The model I used employed a loud audible alarm anytime you pressed the device's button to indicate a heart incident. Thus, the device was unusable at night or in a variety of settings (workplaces, professional settings, events). No matter, cardionet will still charge you for the full time you have the device despite it not being usable for part of it.

I told my cardiologist about this issue and he blurted out, "I[censored]!" Well, yes.

Again - regulators, where are you? How can this be allowed in the health care system?

CONCLUSION: Avoid, avoid, avoid cardionet. If you want yet more evidence about what they're about as a company, do an internet search. You'll see this in a quick search: CardioNet overbills, BioTelemetry pays $6m
https://www.massdevice.com/biotelemetry-pays-6m-settle-cardionet-fraud-charges/<...⇄ />
And there's more.

I am a disabled veteran and I had a heart issue. I was given a monitor to wear for 3 weeks. I was not told that I may receive a bill for this device. I signed nothing that stated I would be held responsible for anything associated with this device. After I used it and sent it in, I received a bill from BIOTEL, Cardionet. The bill shows a charge of $2600.00 and an adjustment? of $2350.00 and I am to pay $250.00. I contacted Cardionet and was told that they can not contact the VA hospital for payment, yet they are providing a product to the VA. That I was going to pay this. I told them that I receive benefits form the VA and that I never signed anything for this device or informed of any kind of payment due. If I had, I would not have used it or them. I will be contacting the VA and my congress about this unusual behavior with this company. They said I have to provide them with the VA information for billing. What a scam.

At the recommendation of my doctor, I utilized an event heart monitor from Cardio NetUsed the monitor as directed, but the procedure for recording events and calling in the information did not allow for specific symptoms to be tied to a specific recorded event on the monitorAs a result, the data was not very helpful to my doctor in figuring out any potential underlying problemsFast forward a few months, and I received a collections notice on my account with Cardio NetI had not received an invoice or past-due notice from themI requested a copy of my bill and have received it now for the first timeI was not impressed with the performance of the monitor itself, the method of data collection, and certainly not with their billing proceduresTo have the first notice be one from a collections agency is unacceptable

The unit was received after days and the Patient Education Guide was not well written It took several phone calls to CardioNet to figure out how to switch off audio beeper and because of poor cell service in my area I had to use a land line to transmit data to their off twice a day The neck mount pouch is very uncomfortable and had to slide on a neoprene tube to keep the strap from digging into my neck The menu drive for "events" seems odd as all my "events" were prior to being put on meds for AF and CHF Can't wait to return this unit as it seems like a waste I am a former anesthetist and have done anesthesia for over cardioversions Just shock me for Pete's sake

VERY BAD !!!!! THEY HAVE NO SUPPORT ON THE WEB SITETHEY GAVE ME A MONITOR FROM THE TRASH CAN!!! IT KEPT FALLING APART, DID NOT HAVE A PICYURE ON THIER WEB SITE !! SAID IT WAS NEW MODEL? BUT THE ONE THEY SHOW IN THE DEMOSTRATION WAS A NICE ONE! MINE LOOKED LIKE A TOY!! FELL APART EVERY NIGHT!!

Received the bill. Set up online account to pay bill, but BioTel web site would not accept payment. We called to pay, but they will not answer their phone. After several tries, we gave up. I went into surgery. About a few weeks later we receive a collections notice from BYL Collections. We go on their site and pay bill. We think that we are done with this, but we receive another collections notice. This time, we call to tell them that we paid. They say that our card was declined. After much discussion, we find out that the collections site will not accept Visa HSA cards, which is what we use to pay our medical bills. The repre was very rude, and we ended up hanging up on her. We tried to call BioTel again, but no answer. We feel that they are using the collections company as a billing department.

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

From Mary E. O'Brien - Initially no problem. Instructions on replacing items through each week were not the clearest. Biggest problem...began using device on March 20, 2019 and mailed the cardio monitoring device back on 20 April, 2019 after the completed period of time using the UPS pre-printed label provided us by provider. Simply dropped it into one of the UPS mailboxes locations here in Colorado Springs, CO while visiting my son. Unfortunate decision on my part, should have taken it into a UPS Store when I got back home to Roxborough, CO, so we would have had a receipt. Now, 2 months later we are getting a delinquent notice from BYL Collection Services saying we owe $1,995.00 because the device wasn't returned, which of course it was. CardioNet never bothered to contact me, simply sent it to collection agency. Now, after absolutely returning it in a timely manner, utilizing a pre-printed label they provided us, we are stuck with trying to figure out how to prove the device was returned and will probably have to deal with an aggressive collection agency for a debt I don't owe. Being a lady of 76 year old and on a fixed income you can imagine the stress this is causing me.

To Whom it May Concern,
We have received *** ***'s complaint and wish to respond There were several questions asked during this patients complaint and I would like to answer them
below"At no time prior to or during the use of the monitor was cost conveyed to me" - We do not have a policy in place to call every patient prior to service and give them an estimate of their out of pocket expense Each person has a different insurance company, a different plan under that company and different coverage levels under that plan; this makes it very difficult for us to give a reasonable estimate of cost We do, however, verify coverage and receive and 'estimate' of what the patients costs might be from insurance companies If a patient asks us what their out of pocket cost will be, we ask them to reach out to their insurance company directly I can see that the patient spoke to a Cardionet representative on 11/11/when he called in to activate his monitor The patient did not ask for an estimate of cost at that time, but if he did we would have instructed him to reach out to his insurance company"Billed for day monitoring when I only had the device for two weeks" - The description of service is the CPT Code Description It reads - Remote day ECG tech supp This description is the standard code used for MCOT Heart Monitoring The heart monitor is designed for up to days use The insurance company is contracted with CardioNet and per our contract they processes claims for our service on a case basis This means that whether the patient monitored for week or weeks, the same allowable amount is billed This is industry standard for this CPT code.
"CardioNet forced me to pay the bill with collection threats while I was making inquiries into the validity of their practices" - I can see from the calls and notes on this patients account that there were several communications between the patient and our Patient Billing Team On 12/19/the patient called into our office and asked if there was anything he could do to "lower the balance" We explained that this is the patients deductible and it is our contractual responsibility to bill the patient however, we do have a Hardship program and he was told that he could apply for a Hardship discount The application was mailed to the patient On 1/24/we spoke to the patient again and he stated that he works for CVS and has applied for assistance with a health advocate through them, he had signed HIPAA release to them and they should be contacting usWe called the patient on 3/11/to explain that we have not heard from his health advocate or received any type of payment and he said that he would call them and reach back out to us We had also sent a statement to him that explained that the account was going to collections unless a payment plan was arranged On 3/14/the account, due to a lack of call from a Health Advocate and a lack of payment was sent to collections This does not effect the patients credit in any way, all accounts without payment or payment arrangements are sent to collections at daysIn conclusion, we are always happy to answer any questions that our patients may have, as long as we are able to provide the correct information If we are unable, we will direct the patient to the correct source I do see that this patient has made two payments to date One for $on and one for $on We continue to be happy to work with this patient on a payment plan and hope to address any concerns that he may haveI would suggest that the patient reach out to his insurance company prior to any service, test or procedure is completed as they are the only people that will be able to provide him with an accurate estimate of coverage.
Please let me know if you have any further questions.
Sincerely,
*** ***
Manager-
Reimbursement Performance
CardioNet, Inc
a BioTelemetry, Inc. company
*** *** *** **
*** ** ***
###-###-####
(w) | ***
www.cardionet.com | ***

My Name is Mustafa Varawala. My doctor gave me CardioNet device but the device kept falling and continuous beeping. After 2-3 days I stopped using it and call my doctor to replace device. In the meantime my insurance co was charged $7000 and my co pay was $936. I said to my doctor I can't pay $936 and I don't want this low graded device. My doctor office informed CardioNet about the same and Alicia or Alessa or Alexa called me to inquire. She told me my charges will be write off once I receive the bill and she is putting everything in the notes. Once my bill came my horror started. They made U turn and said only request was been made for write off. In the notes they only mentioned I am returning due to cost and did not put the device is not working. Looks like this is a scammer company. The customer service is very rude and bad. Not sure why insurance companies are not black listing such companies. I am finding ways to make sure this company is more transparent, accountable and responsible. Right now they have found loop holes in the system and they are taking patients for a ride. This is unethical and needs to be stop by us. Any suggestion please post.

I received a notice from UPS on Sunday to receive a passage in Monday. I did not order anything, and was never informed of such. I have not even been seen by the doctor yet regarding monitoring. I find the doctor's office to be obviously remiss to order something without seeing me, which was supposed to be within 3-5 days of a hospital ER admit. Nit meeting with a doctor and discussing such is hugely neglectful, and remiss in his duties. I would like a copy of the prescription for this device, and the opportunities to ask any number of questions, including costs as others meeting, benefits of this device over other types/brands of cardiac monitors. I seriously doubt I will even use this device based on the responses and complaints already read. I also believe ought is possibly illegal to require you to send the device back, for the amount billed to insureds, and insurance companies. I may nit yet know theworkings of the device, but, since it is all electronically sent, I would imagine it is not necessary to do so. Your device is Is for, period. Like other D.M.E , once bought, it is bought and paid for...though Medicare may "rent" a D.M.E. device, in their contractual payments with the DME company...but it is paid for, plain and simple...especially if you have a secondary insurance. I suspect huge amounts of fraud, and likely kickbacks, fir a product that is billed at such a high amount of money, which is being most likely reused - otherwise, why make you send it back - and withsick indignation/carduac data seemingly being not very useful to providers, I e., poor quality of product and usable results. I swoosh doubt I will use this device, and I seriously doubt I will be seeing this doctor. You need an electrophysiologist, not a general cardiologist. This from a friend who has used several different brands of monitirs. As Sonetines ese mentioned, there was no way to record the events..documenting what was happening when the noticeable events occurred.

I can only say, this far, in my due diligence, I am very skeptical for something that should be such a valuable medical evaluation tool, which should be dealt with in the most conscientious manner by physicians andtheir staff, and definitely by CardioNet. Seeing "Net" in their name suggests it is literally internet results, Chua computer to your doctor. And, nobody had mentioned if the patient has access to the recordings, so you can take such to any of your doctors. Otherr eyes may very well see things that one set of eyes do not see. TO ALL PATIENTS, YOU HAVE A RIGHT TO A COPY OF ALL YOUR MEDICALRECORDS! LEARN YOU PATIENT'S RIGHTS! Thank you to those who took the time to share for people like me.

Cardionet's service is horrible. I had to send two monitors back because they didn't work. They were supposed to extend the time and never did. My Dr only received 9 reports in a 30 day period. I'm paying for 30 days when it only worked about half of that. All their customer service person kept saying was "I'm sorry about that" but no resolution. Horrible. Wouldn't recommend them.

See Attached:

The unit was received after 6 days and the Patient Education Guide was not well written. It took several phone calls to CardioNet to figure out how to switch off audio beeper and because of poor cell service in my area I had to use a land line to transmit data to their off twice a day. The neck mount pouch is very uncomfortable and had to slide on a neoprene tube to keep the strap from digging into my neck. The menu drive for "events" seems odd as all my "events" were prior to being put on meds for AF and CHF. Can't wait to return this unit as it seems like a waste. I am a former anesthetist and have done anesthesia for over 500 cardioversions. Just shock me for Pete's sake....

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

VERY BAD !!!!! THEY HAVE NO SUPPORT ON THE WEB SITE. THEY GAVE ME A MONITOR FROM THE TRASH CAN!!! IT KEPT FALLING APART, DID NOT HAVE A PICYURE ON THIER WEB SITE !! SAID IT WAS NEW MODEL? BUT THE ONE THEY SHOW IN THE DEMOSTRATION WAS A NICE ONE! MINE LOOKED LIKE A TOY!! FELL APART EVERY NIGHT!!

Found the one week of monitoring very unpleasant and difficult to endure. Leads supplied would not transmit requiring several phone calls to get alternative leads. The person I spoke to said they knew there were problems with the supplied leads and ended up having to ship alternative leads that took 2 days. My original leads were firmly adhered and I followed the written instructions religiously. Calling into the Customer Service center was always a 15 to 30 minute delay. Staff answering the phone were very rude and unprofessional showing no concern for the customer who was already under a lot of stress with a heart condition now aggravated by monitor problems. The monitor would go off all hours of the day and night wanting to transmit with a message to go where there was cell phone reception - it was in a great reception area with full bars showing when this message was sent. On the final day of monitoring the monitor went off before 5 am with a message that the monitoring period was over (12 hours before the end of the 24 hour period) and that the unit was to be returned immediately. UPS doesn't open until 9 in my area so why the middle of the night wake up call? I have been monitored by another provider a few years ago and they were super helpful. Biotel (CardioNet) are VERY client/customer unfriendly. I hope I never have to use them again.

Good morning, 
I have received the complaint filed with the Revdex.com concerning [redacted] and would like to respond.  My name is [redacted] and I am the Manager of Performance within the Reimbursement Services...

Department here at CardioNet.  I am sorry that [redacted] has had a negative experience with us.  We always strive to provide the best customer experience possible and I will be reviewing all communication that we had with [redacted] for future training opportunities.
I would first like to address the billing question regarding length of time monitoring vs. billing.  As a medical provider, we must bill insurance companies, in this case [redacted], with a CPT code.  This is a billing code that indicates to the insurance company the type of service that was provided. The monitor that [redacted] was prescribed by her physician is good for use up to 30 days.  Due to our contractual agreement with [redacted], we agree to bill with the CPT code [redacted] for the service provided up to a 30 day period of time.  The billing of this service was correct and falls within our billing guidelines.   [redacted] processed this claim and applied deductible and co-insurance to the patient in the amount of $411.87.  [redacted] is welcome to reach out to [redacted] regarding the processing of the claim and for more details if necessary.  
I do not see any notes in our system that the patient contacted us regarding a reaction to the monitoring pads.  I do see that the physician contacted us and asked us to discontinue service early, which we did and the monitor was returned.  In light of the skin irritations that the patient experienced, I can offer a 50% discount to the billed amount.  [redacted] will owe a balance of $205.93 after the adjustment is taken.  [redacted] has also begun the application for Financial Hardship and is encouraged to complete the process.  We are happy to assist our patients with this program and look forward to receiving a completed application. 
Please reach out to me with any further questions.
Sincerely, 
[redacted]
[redacted]
Manager-
Reimbursement Performance
 CardioNet, Inc.
a BioTelemetry, Inc. company 
1000
Cedar Hollow Rd
Malvern,
PA 19355
 ###-###-####
(w) |   [redacted]
www.cardionet.com  |  www.biotelinc.com