Complaints

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• Initial Complaint

  Date:09/11/2023

  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.

  see attached
  My husband ******* ******** was an (in Patient) Patient at Good Shepherd Home and Hospice at **** ******* *** ********** ** *****. He was there from December 2,2021- February 16, 2022 on full Hospice Care.
  
  In June I, ****** spouse, received a bill for $17,325.00 of which I paid only to learn medicare had paid it in full.
  
  My daughter and I have met with the billing office several times and they refuse to refund the duplicate payment of $17,325.00. Good Shepherd has been paid twice. Please he

  Business Response

  Date: 09/18/2023

  I have personally spoke with **** ******** on the phone several times and met with her in person several times. I have additionally mailed to her in writing multiple documents explaining what Medicare does and does not cover and what she agreed to pay upon her husband's admission to our Good Shepherd Hospice House. The first time **** ******** questioned these charges via phone call was in May 2022, we notified her of what the charges were for and they were indeed owed by her. We then received a check for those charges on 06-07-2022. In July 2022, she began to call again stating that she felt the charges were not owed after all, and that she should get her money back. After multiple phone conversations, I mailed to her a response letter (attached) along with an Informed Consent for Care (attached) that she signed which clearly states Room and Board are the responsibility of the client/family and a copy of the Medicare & Medicaid Hospice Hospice Benefit Manual which states (page 9) that the Medicare Hospice Benefit does not include Room and Board. **** ******** has continued to call and stop by our office repeatedly regarding this issue. Our response has remained the same each and every time, what Medicare paid our Agency for was the care, medications and equipment provided to Mr. Phillips. They did not pay any amount for Room & Board as they do not pay for that cost. The only item **** ******** was charged for was Room & Board, nothing related to care, medications or equipment.  No duplicate payment was made by Medicare or by **** ********. I have called the Medicare office personally to have them confirm this, which they did, and which I shared with **** ********.