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:10/12/2023

  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.

  On 5/9/23 my son (*********************) had a scheduled ear surgery. When we arrived to the hospital, they asked us to pay the full estimate amount of the procedure (taking into consideration our insurance). We paid a little over $2000 out of pocket. They advised that if we need to pay any additional or if there is a reimbursement it will be done via mail. A month after surgery I got an explanation of benefits from my insurance confirming the amount they paid and providing the amount I should have paid, which should have been around $900 (including anesthesiologist). I called the hospital beginning of July and they confirmed they owed me money and would get this completed within couple of weeks. I have called every month since my last call to them being on 10/10/23 and they have not provided me with a finalize bill nor have I received a reimbursement. During my last call they confirmed again that they did owe me money and will provide me with an update in 3 weeks. It is unfair that I was demanded to pay the hour prior to my sons procedure, yet it has been over 5 months and I have not received not even a breakdown of what I was charged for and even more the reimbursement.

  Business Response

  Date: 10/13/2023

  Good afternoon - The claim is still in process as DKH has not received payment from the insurance. Most of the time, the patient/subscriber will receive an EOB (Explanation of Benefits) prior to payments being made to the provider. Unfortunately, it is DKH procedure to start the refund process once payment from the insurance has been posted to the account. Therefore, once the insurance finishes processing the payment and the account shows a credit, the account will be sent to the Credit Team to start the refund process. I am unable to assist the insurance with processing the payment, however, I can assist with escalating the refund once the payment is posted. Please contact me at *************************** to review for an update in 2 weeks. You may reach out to me if you have any questions. 

  Kind Regards

  ***********

  Customer Service Specialist II

   

  Customer Answer

  Date: 10/21/2023

   
  Complaint:*********
  
  I am rejecting this response because:
  the anesthesiologist and doctor already sent me their bill after insurance, it cant be that from all parties the hospital is the only one that hasn't received payment from the insurance. In the case that what they are saying is true, why haven't they contacted the insurance to get an ETA since surgery occurred in May

  Sincerely,
  
  ***************************

  Business Response

  Date: 10/24/2023

  Good morning - Unfortunately, DKH has still not received payment on corrected claim. Follow up has been completed and will continue until corrected claim is processed. Upon receipt of processed claim, the account will be sent to Credit Team to have patient refund processed. At times, it is helpful for the subscriber to reach out to their insurance to request review of claim, as this may speed up the process. However, until the claim is reprocessed, DKH does not know what patient responsibility is at this time. Please feel free to reach out to me at *********************** to review or for any follow up questions. 

  Thank you,

  ****************************;

  Customer Answer

  Date: 10/26/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  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 received a bill from Day Kimball healthcare for a service for my son. The bill did not have accurate dates of service and said no insurance billing was completed. I contacted insurance ( ****** ****) and they never received the bill from Day Kimball. I discussed this matter with Day Kimball and they deny any wrong doing and are saying they did send the bill. This has since been sent to collections, and Day Kimball is refusing to look into the matter further. Bill number for account ********

  Business Response

  Date: 05/31/2023

  Good afternoon,

  I have reviewed account **************, O. On 06/22/22, claim #*********** denied for Coordination of Benefits (COB) issues, meaning ******* has another insurance/payor listed for the subscriber and the subscriber needs to call and advise ******* of any health insurance policies subscriber has. There were multiple phone calls and 2 letters sent to the guarantor to advise. The charges were submitted three separate times to *******, all denying for COB issues. The account was sent to 3rd party collections on 02/28/23. However, I did notice upon my review that claims prior to this accounts date of service, ******* paid in full. ******* also paid in full on accounts for dates of service after. Therefore, I wanted to advise that the account has been adjusted to a zero balance and there is no patient responsibility. I have requested the account be returned from 3rd party collections. Let me know if there are any questions.

  Thank you,

  ****************************;