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:02/13/2025

  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.

  On 7/17/2024 for my four-year-old daughter* ****** *** * visited the ER. During this visit, a nurse examined her thumb due to a blister that we were concerned might be infected. The nurse acknowledged that while the blister could potentially be infected, it was not an urgent medical issue, which in hindsight I should have known better, but I needed a doctor to tell me she was okay. I was informed that we would begin antibiotics, and was provided the option to return home and let the blister pop on its own or they could prick it there. After joking about it costing an arm and a leg the nurse stated it was “no big deal”
  
  Based on this explanation, I agreed to the procedure, believing it to be a simple and minor action. However, I was shocked to receive a bill of $4,545.16 for what was coded as an “incision and drainage” procedure. This charge seems highly excessive given the nature of the procedure, especially considering that the so-called “incision” involved a nurse merely pricking the blister, squeezing out the liquid, and bandaging it.
  
  Furthermore, since the situation was not classified as an emergency, I believe the more appropriate course of action would have been to advise us to either monitor the blister at home or follow up with our primary care physician—both of which would have been far more reasonable and cost-effective option.
  
  I have been in communication with the billing department, and they have stated that they have reviewed my case “as many times as they can.” However, I feel that I was taken advantage of. Had I been given more information, I would not have allowed them to take advantage of the situation.
  The only thing they have offered is a 10% discount on my bill- I have declined, as I still believe they should be held responsible for their unethical decision both in treating a nonemergency situation as an emergency and inaccurately answering my questions about cost, as they aren’t even allowed to.

  Business Response

  Date: 03/07/2025

  Response letter attached. Mailed to complainant via USPS on 3/7/25.

  Business Response

  Date: 03/10/2025

  
  

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

  Please accept this letter as a response to the complaint filed with the Better Business Bureau regarding care your daughter, ******, received in the emergency department at Baptist Health Paducah on July 17, 2024.

   

  On March 5, 2025, we received notice of the complaint filed with the Better Business Bureau related to the cost of emergency care for your child. For reference, I've enclosed a copy of the notice we received.

   

  In reviewing your daughter's account, I noted that you've made several calls to our billing team

  . with questions and concerns about the charges. Each time, our team has confirmed the billing statement is accurate. To reiterate that evaluation and respond to the complaint filed against Baptist Health Paducah, I wanted to review our findings.

   

  The total charges for care, based on reasonable and customary charges, were $5,986.94. The nature of healthcare charges, especially those related to emergency room use represent not only the costs associated with the care directly received by any individual patient, but the costs associated with having the ability to provide life-saving care in that setting. While we understand they were not needed in this particular instance, the fixed costs of the equipment, overall departmental staffing and more do not change.

   

  As you noted, care in a much less intensive setting such as a physician's office, or walk in clinic would have been lower cost. The total charges associated with the care provided were discounted because of the contract Baptist Health has with your insurance company by

  $4,061.94 and we accepted a payment from ****** **** ***** of $516.28. This leaves a balance of $1,408.72 that is owed by you. Your portion includes an unmet deductible of

  $1,279.65 and a coinsurance of $129.07.

   

  Our coding team has reviewed the clinical care provided and the associated charges and they are accurate.

   

  Further, after your appeal to your insurance company regarding the cost of care, we performed another audit on February 20, 2025 and have confirmed the charges are accurate.

   

  I am sorry that you disagree with the contractual costs associated with your daughter's emergency department care. However, the hospital bill is accurate and reflective of the care provided in that setting. We reiterate that we will not make any adjustment to your out of pocket costs.

   

   

   

   

  BaptistHealth. com/Paducah

  
  

  While I recognize this is not the answer you are seeking, the hospital will take no further action on this account. As of March 7, the hospital considers this grievance closed. However, if you have other comments or concerns, please don't hesitate to contact me. Iam more than happy to assist you.

   

  
  

  Sincerely,

  
  

  ***

  
  

  Director of Patient Relations

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

   

   

   

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

• Initial Complaint

  Date:09/26/2023

  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.

  Topic: Billing or Account Issue.
  
  I have made numerous attempts to get this situation resolved. This is for date of service 04/23/2018 in amount of $4964.00. This was
  incorrectly billed under my husband on 2 separate claims. The first one was processed by **** on 5/15/2019, after reviewing your original copy of claim your facility incorrectly put my husband "****** *******" as patient with my date of birth ***********" and gender being listed as "Female" this claim went against my husband's deductible which was not met for year and mine was! Upon receiving EOB and noticing billing error I contacted **** which prompted them to reverse original claim #***********. You then billed for second time with incorrect information once again and was denied on 05/23/2019 for XZ - INCONSISTENT WITH PATIENTS GENDER.. which is correct based on my husband not having a c-section. I went back and forth with billing dept, you turned me into CBS that then forwarded my account to Katz Law. I not only have had to pay up to 4 times a month since then, but interest on top of the amount. All your facility did was change name on your bill with my husband's claim number.I reach out to your billing dept once again explaining situation but was told you couldn't talk to me. I have reached out to Katz Law who has verified everything I have advised and submitted to CBS for this error. However everyone seems to be dragging feet instead of just admitting fault and refunding amount and interest no one wants to reach out from your facility.
  
  No matter who I call just get told still being reviewed....

  Business Response

  Date: 10/13/2023

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

   

  Morning Ms. *******

   

  I am responding to this complaint that Baptist Health has corrected the account in question and a refund was issued on September 28, 2023. Attempt to notify the patient but unable to leave a voicemail.  Desired settlement request was refund and will consider this complaint closed.

   

  Please let me know if I need to do anything further.

   

  *******

   

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have reached out to Baptist Health daily with no outcome, no return phone call or anything. I was told they issued 18 refund checks on 9/27/2023 but have yet to receive. I was advised that they would not refund total I paid for their mistake and that I was only receiving $1400 of the over $2000 I have paid. They told me to allow 2 weeks for checks, but even after then I still get told to wait. Also after reviewing statements Baptist used collection payments on accounts that were not collection accounts (See attached) as you are well aware, the agreed judgement was entered for 2 specific accounts and those funds were to be placed on those only. Baptist has done nothing but drag things along. Admit fault and make things right, Baptist is just making things worse. Wonder how many accounts are incorrect like mine was? 

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

  Business Response

  Date: 10/20/2023

  We regret the delays and misinformation related to the status of this account. Our billing team has spoken to *** ******* and explained the situation and executed a plan to get refunds to her. 

  The following information was shared with *** *******:

  We have a group of checks from BHMG going out October 18. A
  second group of checks from BHMG will go out October 19. 1 check going out October 18 from CBS for court fees paid by **** ******** The final check is for $205 and
  it has been requested from the hospital and it will go out October 26.
  
  Additionally, we will be adjusting the remaining balance of
  $1,120 off as a courtesy due to the confusion related to this issue. This will
  completely resolve the legal account and it will be removed from her credit
  bureau.