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Business Profile

Clinic

Stormont-Vail Healthcare, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Stormont-Vail Healthcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Stormont-Vail Healthcare, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:02/06/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Since 2018-2023 I had insurance through United Health care KanCare, and insurance through my dad(since before 2018-2025) and husband(2022-2025). Stormont Vail failed to file claims through proper insurances, and bill me properly. I have been sent to collections where I now have found all this information out. Stormont Vail billing is refusing to take claims off between 2018-2023 that have overdue balances, when they failed to bill the secondary insurance (KanCare) which would cover all costs.
      I am now trying to figure out legal help to resolve this issue.
      Both my dad and husbands insurances then were stating neither of them is primary, it wasnt until Jan 29th 2025 My dads insurance ( BCBS) took responsibility as primary.
      I am trying to tell them that claims between February 2018-April 30th 2023 were to be filed through KanCare and I should have no outstanding bill, they failed to fully do their job. They are saying i am responsible for the costs and for them not billing insurance properly.

      Business Response

      Date: 02/24/2025

      February 13, 2025

       

       

       

      Better Business Bureau

      ***** * ******

      Omaha, NE 68137

       

       

      Re: Complaint ID ********

       

      We are in receipt of your letter dated February 10, 2025 providing us with a copy of the complaint submitted under the above referenced ID. Stormont Vails Health’s mission is, “Working together to improve the health of our community”.

       

      In review of the account, the patient had two BCBS policies and Kancare. We received multiple denials from BCBS stating, may be covered by other payor. Since we could not get claims paid by BCBS, we never filed claims to Kancare. Statements were sent to the patient every month from May 2023 - December 2024. The patient contacted our Customer Service department on 1/23/24 and we noted that we checked the OneSource website and both BCBS insurances were showing as secondary coverage. We explained she needed to call her insurances to get the Coordination of Benefits cleared up so they could determine which policy was to pay as the primary policy. She did not contact us again until 1/24/25 to get detailed bills; then again on 1/29/25 to say her dad’s policy was primary and husbands was secondary. At that time, we timely filed all that we could based on the deadline set by the insurance company. Other then what we may be paid by insurance, the balance will remain her responsibility.

       

      Thank you for the opportunity to address this patient’s concern and hopefully resolve this issue. At Stormont Vail Health, we strive to be a leader in providing compassionate, high quality and efficient care in the community. If you need additional information, please feel free to contact me directly Monday through Friday at ************ or Customer Service at ************. We are always happy to help.

       

      Respectfully,

       

      ***** ******

      Patient Financial Services Manager

      Stormont Vail Health

      Customer Answer

      Date: 02/24/2025

      After reviewing the response from stormont, they have failed to inform as well that back in the beginning of 2024 they had ****** working on refiling claims from previous 2022-2023. But retired shortly after and we came to the understanding that she possibly was confused on what was being asked and then retiring the “ball was dropped” on picking up where she left off. My understanding and they confirmed that even if primary insurance denies claims that they are to still bill ALL insurances on file. They failed to do that. 
      We recently came to the understanding that my husband’s insurance had my fathers insurance effective date wrong causing claims to be denied. 
      I’ve requested information of what insurances were billed for claims and reason for denial. 

      So 2018 I had two UNITED HEALTHCARE INSURANCES. 
      One policy under myself and one under my fathers. 
      my fathers would be primary due to longer shorter rule. 
      then February 2018-April 30th 2023 I had United health care KanCare. 
      My father’s insurance policy changed 1-1-23 to BCBS Illinois. 
      and my husbands is Anthem BcBs 06/28/2021. 

      My biggest issue they never gave me reason of denial from insurance when the claims first were denied. 
      they did not bill all insurances on file. 
      in 2018 they were billing my mother apparently. 
      they had my son whom is 6 as the policy holder for my husbands insurance. 
      I never received bills for my claims, and again REASON FOR DENIAL BY INSURANCES. 
      I understand the insurance company has to inform me as well, but again stormont vail failed to file with all insurances I had at the time of services. 

      This is not the first time they have been caught doing so, as I was highly encouraged to report them for this. 


      Business Response

      Date: 02/28/2025

      Insurance companies set deadlines to resolve claims.  If you receive a statement that you do not agree with you must contact us to resolve the issue prior to the deadline or balances will be your responsibility.  We are resubmitting claims that are within this timely filing.  Please reach out to your insurance and ask them to reinstate all previous claims that were filed and process them for payment.  

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