Tufts Medicine - Burlington, Massachusetts

Faith N.

BEWARE OF THEIR BILLING DEPARTMENT! I'm beyond frustrated with Tufts Medicine's incompetence and lack of accountability. After paying out of pocket for unnecessary medical procedures I was led to believe would help diagnose my ongoing issue—only for them to come back negative—I was then billed for a routine service that should have been fully covered by my primary insurance (BCBSMA).
From the very start, I explicitly asked them to bill BCBSMA, yet they incorrectly charged my secondary insurance instead. When I caught the mistake, I immediately reached out and requested the correction, which I was told was made around November 19, 2024.

Fast forward to mid-December: The bill is still outstanding. I message them through their patient portal and am told they are "waiting to hear back from insurance" and to give it 30 days.

Mid-January: Instead of an update, I receive a letter threatening to send me to collections in three weeks. Panicked, I start calling:
Tufts Medicine: They claim BCBSMA hasn’t responded.
BCBSMA: They confirm they have no outstanding claims from Tufts Medicine.

At this point, I feel like I’m being gaslit and forced to jump through hoops. Frustrated, I call Tufts Medicine again, explain that BCBSMA has no record of an outstanding claim, and after 30+ minutes on hold, I’m finally told the payment was made to the wrong account.
Now, I’m being told I need to call my insurance to request an Explanation of Benefits (EOB), even though this is something Tufts Medicine should be handling directly. When I call BCBSMA, they tell me that Tufts Medicine needs to call provider services themselves to correct the issue.
I relay this to Tufts Medicine immediately.

Now, it’s January 29, 2025, and I receive yet another letter giving me 14 days before this bill—which has already been paid—is sent to collections.
I have provided proof from BCBSMA that the claim was paid, yet Tufts Medicine remains silent. I refuse to have my credit impacted due to their incompetence.

Has anyone else dealt with this? If so, how did you get it resolved?

Paul

Be careful of their billing practices. The messed up the billing and when they re-billed me they didn't credit or refund the money already paid. After 6 months of back and fourth they finally admitted to my insurance company they owe me the money but won't refund until I request it even though I've calling about the money for months! The game seems to be when call their billing number they can't do anything, but refer you. Previously I was given a number that no one answers and never calls back after leaving dozens of messages. Now I've been told I will get a call back ASAP. It's been 4 days!

Kyle B.

This review is for Wellforce Care Plan and the Wellforce/LGH affiliated primary care locations. This plan looked good on paper but getting a PCP has been a hassle. The index is badly outdated and most of the providers listed as accepting new patients actually are not when I called them. Some just don't even answer the phone or return voicemails. The office I found that did have some capacity for new patients is making me jump through hoops, requiring extensive medical records before even letting me make an appointment (I have no complex medical needs and just want a simple annual physical).

To the extent the plan pays non-Wellforce providers it has actually been fine (perhaps more attributable to Fallon administration of the plan than Wellforce), but as an HMO type plan you need a PCP and a referral from them for most routine services. Based on my experience in the Lowell area this is not easy.

Jake

I had gastroendoscopy at Melrose Wakefield Hospital on April 6th. 2023. After gastroendoscopy, the implanted teeth were split, but after gastroendoscopy, neither notice nor apology was received. So I complained, but they said I couldn't be held responsible because I signed before the procedure. is this normal ?

Joshua B.

I'm sure the nurses and Dr are fine people. But ownership and management need to be removed. American health care is broken and needs complete profit removal

Laurie L.

Evil! Medical ppl who do not call back .Reminds me of Lahey ppl. Do not go.

Maria B.

I’m very happy with this plan great customer services:

Paul D.

Soulless corporate healthcare at it's finest!