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:12/20/2023

  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 was scheduled for an *** on 11/2/23. The woman that signed me in asked me if I wanted to pay the bill for the visit and I agreed and paid $249.24 as a "point of service payment". I later received a notice online that I had a balance due for my visit so I checked it out. I found out I was charged $1,952.35 for the **** I called to check in on this charge and spoke with a man who told me I would need to do a billing dispute. That department was unavailable so I left a message to have them call me back. A gentlemen called me this morning and I explained my dilemma to him. He transferred me to a woman who was nasty from the git go. She said the payment I made was for a collections amount WHICH IS SIMPLY NOT TRUE. I was paid completely current. I would not have gotten the *** had I known it was going to cost 2000$! They told me one amount and billed me for another and this is a complete scam!

  

  Business Response

  Date: 01/02/2024

  
  Date:January 2, 2024
  Patient Name: **************************
  Address:***********************
                  **********, ** 51103
  Complaint ID: ********
  
  
  To whom it may concern:
  
  We reviewed ****************** dispute and found the following information.  The patient received two charges for the services that were performed on November 2, 2023 at St. Lukes in ********** ****. The patient was billed for professional charges and facility charges. The professional charges were billed in the amount of $277.00.  The patients insurance ****************************** Health Plan- allowed $$152.94 for these services and applied this to the patients deductible. This account *********** was paid in full by the patient. The facility charges (account ********** for the *** and pharmacy charges were $2380.91. These charges were submitted to Mr. ******* insurance carrier, and they allowed $1952.35 for the services. This amount was applied to the patients deductible by his insurance carrier.  We did provide a cost estimate to the patient, but his benefit information was not available for determination, however an estimate of the costs were provided.
  
  The charges are correct. We may set up payment arrangements for the amount due or the patient may apply for Financial Assistance for the outstanding balance of $1952.35.
  
  Sincerely,
  
  ********** - Supervisor
  UnityPoint Health Central Billing Officehy here...

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21034847
  
  I am rejecting this response because:

  The estimated cost of services is what the representative gave me that day and it's the amount I paid. How can an estimate be 2100$ off when I informed the representative I had to pay for the **** I would have never done the *** had I known I was going to be later billed 2100$. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/09/2024

  We did not receive the ***** release to respond to this complaint.  Please provide the consent.  

  

  Business Response

  Date: 02/09/2024

  UnityPoint Health

  Date:February 9, 2024
  Patient Name: ***********************
  Address:*************************;        
                 **********, ** 51103
  Complaint ID: ********
  
  
  To whom it may concern,
  
  We are responding to the patients response that our answer was not accepted. After working with our ********************* it was discovered the estimate was not completed and therefore was never given to the patient. We did not quote charges for the services and the individual who took the payment from the patient for $249.24 on the balance due would not know the cost of the procedure to quote charges. The patient always has the opportunity to contact their insurance carrier for costs on services so they understand how much of the costs will be their responsibility. The charges are valid.

  We encourage the patient to either set up a payment arrangement or apply for financial assistance.  
  
  
  Sincerely,
  
  Deb T - Supervisor
  UnityPoint Health Central Billing Office