Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding an incorrect charge for routine bloodwork conducted during my annual preventative physical exam. Despite multiple attempts to resolve this issue it is now being sent to collections and could affect my credit.
  
  Details of the incident:
  
  Service Date: 07/23/2024
  Location: Middlesex Health Primary Care *******, Dr. Susan S******* ******
  , **** ****** **** *** *** **** ******** ** Issue: The bloodwork, which was part of my routine annual physical and taken during my office visit with the PCP, should be covered under preventative care. However, I have received a bill for these services.
  Resolution attempts:
  
  I contacted both the medical office and the lab multiple times to correct the billing codes.
  My insurance company has attempted to rectify the issue four times, but neither the office nor the lab has updated the codes for proper coverage, stating that the other party is responsible for the codes.
  I believe this situation is unjust, and the charge should be corrected to reflect preventative care coverage. My insurance company , ******, agrees. I am seeking assistance to have this matter reviewed and resolved.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 12/04/2024

  Hi *******,

  Thank you for bringing this matter to our attention. We sincerely regret the inconvenience and frustration you have experienced regarding the billing for the bloodwork performed during your annual preventative physical on July 23, 2024.
  At Middlesex Health, we strive to provide quality care and clear communication. We understand that the bloodwork was intended to be part of your routine preventative care and should be covered under your insurance plan with ******.
  What We Are Doing to Resolve the Issue:
  Review of Billing Codes: We have escalated this issue to our billing and coding team to review the services provided during your visit and ensure they align with preventative care coverage guidelines.
  Coordination with the Lab and Insurance: Our office is working directly with the lab and ****** to address and correct any discrepancies in the billing codes. We understand that coordination between parties has been challenging, and we are committed to resolving this issue as quickly as possible.
  Collections Hold: We will ensure that your account is flagged to prevent further action from collections while we work on resolving the billing issue.
  We aim to complete this review and reprocess the claim within 5-7 business days. Once resolved, I will contact you to confirm that issue has been corrected.

  
  Please do not hesitate to contact me directly at ###-###-#### if you have any additional questions or need further updates. 

  Thank you

  Melissa O*****

  Regional Operations Manager 

  Business Response

  Date: 12/04/2024

  Hi *******,

  Thank you for bringing this matter to our attention. We sincerely regret the inconvenience and frustration you have experienced regarding the billing for the bloodwork performed during your annual preventative physical on July 23, 2024.
  At Middlesex Health, we strive to provide quality care and clear communication. We understand that the bloodwork was intended to be part of your routine preventative care and should be covered under your insurance plan with ******.
  What We Are Doing to Resolve the Issue:
  Review of Billing Codes: We have escalated this issue to our billing and coding team to review the services provided during your visit and ensure they align with preventative care coverage guidelines.
  Coordination with the Lab and Insurance: Our office is working directly with the lab and ****** to address and correct any discrepancies in the billing codes. We understand that coordination between parties has been challenging, and we are committed to resolving this issue as quickly as possible.
  Collections Hold: We will ensure that your account is flagged to prevent further action from collections while we work on resolving the billing issue.
  We aim to complete this review and reprocess the claim within 5-7 business days. Once resolved, I will contact you to confirm that issue has been corrected.

  
  Please do not hesitate to contact me directly at ###-###-#### if you have any additional questions or need further updates. 

  Thank you

  Melissa O*****

  Regional Operations Manager 

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for your response and the detailed steps Middlesex Health is taking to address the incorrect billing for my preventative bloodwork from July 23, 2024.
  While I appreciate your commitment to resolving this matter, I want to emphasize that I will not close the BBB complaint until I receive written confirmation that the billing issue has been fully corrected and that my account is no longer at risk of being sent to collections. As previously mentioned, I have made multiple attempts to rectify this issue on my own, including four separate efforts with my insurer, without resolution.
  Once I receive confirmation that the billing has been properly adjusted and that there is no longer any threat of collection action, I will be more than willing to close the case. I hope this situation encourages improved communication and processes to prevent similar issues in the future.
  Thank you again for your attention to this matter. I look forward to your confirmation of resolution.
  Sincerely,
  ******* ******
   

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for your response and the detailed steps Middlesex Health is taking to address the incorrect billing for my preventative bloodwork from July 23, 2024.
  While I appreciate your commitment to resolving this matter, I want to emphasize that I will not close the BBB complaint until I receive written confirmation that the billing issue has been fully corrected and that my account is no longer at risk of being sent to collections. As previously mentioned, I have made multiple attempts to rectify this issue on my own, including four separate efforts with my insurer, without resolution.
  Once I receive confirmation that the billing has been properly adjusted and that there is no longer any threat of collection action, I will be more than willing to close the case. I hope this situation encourages improved communication and processes to prevent similar issues in the future.
  Thank you again for your attention to this matter. I look forward to your confirmation of resolution.
  Sincerely,
  ******* ******
   

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Middlesex Hospital Information
  Date of service: 1/24/2023
  Provider: ******* ** *******
  Insurance Billed: 1/30/2023
  Official Bill Arrival Date: October 2023
  
  ******** FSA Account Information
  FSA Check Processed (from ********): 10/10/2023
  Account ******
  Check Number: ********
  Check Amount: 400.86
  Check Cashed on 11/24/2023
  
  Hospital bill from Middlesex Health is still not showing a 0 balance after months of calling to verify that the money was received from my employer, ********. Each time I called, the billing office people would tell me that the check wasn't received and that I should call back next week. After several weeks, I contacted ********, and they were able to verify that the check was cashed on 11/24. Then I called the hospital to verify and was told that their system still shows that no check was received.
  
  In addition, I had gone to another appointment with my endocrinologist, on NOV 14th, and paid the copayment on my ******** card. I later checked my bill statement from Middlesex Health and saw that they charged my credit card for the copayment, but applied the payment to the $400.86 bill from the hospital, which should have already been taken care of. It shows my credit card information, but still shows the balance I paid toward it.

  Business Response

  Date: 01/03/2024

  Middlesex Hospital Information Date of service: 1/24/2023 Provider: ******* ** ******* Insurance Billed: 1/30/2023 Official Bill Arrival Date: October 2023 ******** FSA Account Information FSA Check Processed (from ********): 10/10/2023 Account ****** Check Number: ******** Check Amount: 400.86 Check Cashed on 11/24/2023 Hospital bill from Middlesex Health is still not showing a 0 balance after months of calling to verify that the money was received from my employer, ********. Each time I called, the billing office people would tell me that the check wasn't received and that I should call back next week. After several weeks, I contacted ********, and they were able to verify that the check was cashed on 11/24. Then I called the hospital to verify and was told that their system still shows that no check was received. In addition, I had gone to another appointment with my endocrinologist, on NOV 14th, and paid the copayment on my ******** card. I later checked my bill statement from Middlesex Health and saw that they charged my credit card for the copayment, but applied the payment to the $400.86 bill from the hospital, which should have already been taken care of. It shows my credit card information, but still shows the balance I paid toward it.

  Business Response

  Date: 01/03/2024

  Our cash office manager contacted the patient to request copies of the payments in question.  We cannot locate any payments for those amounts and check numbers in our system.  Patient was informed of this and was then going to reach out to his bank to get us additional informaiton.  Patient has not provided us with the requeted information at this time.  

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  I am rejecting this response because: It is incorrect that I am contacting my bank as the payment was sent from my ******** FSA account as stated in the initial investigation respond. I followed up with ******** today who informed me that this wasn't taken care of the first time I asked them and that they are going to send me the copy of the check that was cashed within the next 10 days. I am doing my best to get this resolved ASAP.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/11/2024

  This money never to came to Middlesex Hospital.  It went to a radiology office in ********** for the interpretation of the imiaging for the radiology visit. 

   

  We reached out to ********** ********** ** ********** ***** to see if they received the payment. The provider listed on the payment details he sent was for the radiologist's fee.
  

  
  We spoke with Dawn at *** who confirmed they did receive the payment in the amount of $400.86. The patient's FSA company mailed the check to them instead of the hospital.  It was posted in their system on 11/24/23. Since this showed as an "overpayment" on the patient's account in their system, they initiated a refund. The person I spoke to confirmed that the patient will be receiving a refund check from them.
  
  
  Refund details from ***
  Refund check date: 1/5/24
  Refund amount: $400.86
  Check is made out to the patient- ***** ****

  Customer Answer

  Date: 01/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, today is 1/18 and I have not received the refunded check yet. I did pay the outstanding balance via MyChart on 1/12.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my yearly physical and the primary care person asked me if I had any pains. I mentioned my foot as part of the visit we spent no more than 5 minutes. It was then billed as not relating to my physical's screening process. And insurance is not covering that part of my visit. Please correct this as this was pertaining to screening questions asked by the primary care personnel as part of my screening process.

  Customer Answer

  Date: 11/17/2023

  This has been resolved internally. This Compliant ID can be canceled.