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:02/10/2025

  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.

  I am not liable for the debt claimed by BAYVIEW MEDICAL CENTER. There is no contractual relationship between me and BAYVIEW MEDICAL CENTER, and they have not supplied the original agreement as requested.

  Business Response

  Date: 02/11/2025

  Good morning,

  I have searched billing records using the name, phone number and address provided, and I am unable to locate an account. Please provide a bill or account number in order to locate the account you are disputing.

• Initial Complaint

  Date:01/21/2025

  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 9/3/24 I had lab work completed at Bayview medical center which was in my network for labs. When I had the lab work completed they did not say they would be sending my lab work to another lab, or that my insurance would not cover the services as in network. As I went to a lab in network I did not expect the lab work to be sent to a lab out of network and charged out of network for my insurance. Obviously, if this information was shared with me I would have gone to another lab. I have spoken to my insurance company and they said the billing address was from an out of network lab, so they would only cover the costs as out of network. I have called ****** Hopkins billing on multiple occasions, and was told the blood work was sent to another lab and it was my choice where I had the lab work processed. I was never given a choice about sending the lab work out and went to an in network lab. I have called ****** Hopkins billing and patient relations with no assistance. I have now paid the bill as I received no help from ****** Hopkins. This is not a fair process when you have patients go to an in network lab and charged for out of network. The cost to me was almost $600.00, which I feel should be refunded. I feel this is a bait and switch. I went to an in network lab and charged for an out of network lab.

  Business Response

  Date: 01/30/2025

  Thank you for contacting the ********************* for Johns Hopkins, we appreciate the opportunity to review your billing concerns. As of today, the account balance has been removed from the patient responsibility. Our office received a call from your insurance, BlueCross Blue Shield, stating the claim will be sent back for reconsideration and to allow time. I will send a request to the **** billing team to see where the insurance is at in reprocessing or if the original explanation of benefits will be upheld. At this time, we are waiting to hear back from your insurance plan, you can also check the status of the claim with your carrier. If you are billed in the future for this visit, you should refer to the most current explanation of benefits from your insurance company. If you need additional assistance from billing, please call **************.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22837805
  
  I am rejecting this response because:

  1) I have been calling my insurance and Johns Hopkins billing for months and have not had a resolution.  I have already paid the amount due as I was being threatened with being sent to collections  from Johns Hopkins for the bill in question. 

  2) It appears to be a problem at Johns Hopkins. I went  to an in network lab and they sent the lab work to an out of network lab without discussing it with the patient, (me). The lab work was done at Johns Hopkins Bayview lab which was in network. 

  3) Without Johns Hopkins changing the address for billing for where the lab work was done; the insurance company will process the claim as out of network, as they have done. 

  4) The complaint has not been addressed, just sending it back to the insurance company for them to say it is out of network again, is only delaying the issue at hand. 

  5) It is unfair to go to an in network provider and be billed for an out of network provider. 

  
  Sincerely,
  
  ****** '*********

  Business Response

  Date: 01/31/2025

  The follow up with the insurance in reference to the labs are complete. The labs were applied to the patient deductible, if your health insurance advised you the lab was in network and did not adjudicate the claim based on your benefits, you will have to appeal the claim with BlueCross BlueShield.  Coding review of your labs and the script were completed 12/02/2024 and determined that the labs were processed based on the order. If your plan requires you to have a lab of choice, it is the patient responsibility to advise the referring physician, so they know how to write the script for the lab work. The balance stands as the patient responsibility for lab services on 09/03/2024. We appreciate the opportunity to review your concerns and hope that you will continue to allow Johns Hopkins Medicine to serve your medical needs.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22837805
  
  I am rejecting this response because:

  !). This is the same response they have been giving me.  The lab work was applied to my OUT OF NETWORK DEDUCTIBLE. They keep saying it was applied to my deductible, but out of network deductible not in network which I had already met for the year. 

  2) The Doctor wrote a script for blood work not specifying a lab. I went to the lab at Bayview medical because it was in network. When they billed they billed with a different address for Pathology lab which was not in network. Again, I had the blood work done in the Bayview lab in network.

  3) This is not an issue with the insurance company. Johns Hopkins needs to bill with the lab address where the blood work was done. 

  4) I'm sure I am not the only person this is happening to. With the price of insurance and health care, it is very hard to spend an extra $600 due to an in network lab sending the lab work wherever they want and billing out of network costs. 
  
  Sincerely,
  
  ****** '*********

  Customer Answer

  Date: 02/03/2025

  Hi,

   

  I was just wondering why the complaint was closed? Although the business replied they did not answer  the question as to why the bloodwork was done in an in network lab yet was billed with an address of an out of network lab causing a high cost to go to out of network deductible. This is very frustrating as the consumer going to an in network lab and being billed out of network. This is an unfair business practice. 

   

  Thank You,

    ****

  Business Response

  Date: 02/06/2025

  If you have a lab of choice you are supposed to use that lab. If so, the patient should advise the referring physician, so they know how to write the script for the lab work. Adjudication of the lab claim by BlueCross BlueShield determined the balance is the patient deductible. Please refer to the script for the lab work, if your insurance advised you the claim should have processed towards in network benefits, you will need to appeal their decision. In network and out of network is determined by your health insurance carrier, we billed based on the services and the lab script. The claim has been reviewed by the billing department several times and it is determined that the claim was billed correctly. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22837805
  
  I am rejecting this response because: 

  The claim has not been reviewed correctly. The. reason the **************** is placing the claim out of network instead of in network is due to the address that you are billing under. I had the lab work done at the address at Bayview medical and the billing address is another address. This has nothing to do with how the script was written or a problem with how it was processed with the health care agency. This is an unfair business practice to have services one place and bill the insurance company with another address, which in this case is out of network. The insurance will pay the claim as in network if the address, (Bayview. medical), was used where I had the lab work done. It is very sad that Johns Hopkins feels that this is a fair practice for their patients; most of who are already paying a high cost for medical care. If the lab where you are having the lab work done is going to send the labs elsewhere, that should be shared with the patient.  This is an unfair business practice!

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

• Initial Complaint

  Date:11/06/2024

  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 September 10, 2024 I had a virtual appointment with ***** *******, MD Rehabilitation Medicine at GSS for POTS syndrome which I had recently been diagnosed with. I scheduled this appointment in May of 2024 and had to wait 4 months to be seen. I could not find another practitioner who would take a POTS patient. When I made the appointment I was told by the Johns Hopkins scheduler that they took my insurance ( CIGNA) After the appointment I received a bill for $730.000 for the entire amount of the visit. My insurance company would not cover any of the cost of the appointment because I was told that the provider was not in their network. My insurance company ***** will not make an adjustment to the payment since the provider is not in network. I never would have gone through with the appointment had I known that that the provider does not accept *****. I was told by Johns Hopkins when I scheduled the appointment that they did take my insurance. I relied on that information to be true in my situation and would have never imagined that they would have told me that and then scheduled me with a provider that does not in fact take my insurance. I feel very strongly that Johns Hopkins has a duty to tell their patients if the provider is in network with the insurance presented. Address of provider : Johns Hopkins ********************* Center - ************************************************************************************************************************************************************** phone: ************ fax: ************ Or Johns Hopkins Bayview Medical Center ************************************ ******* ***** ***************************************************** ************ *********************

  Business Response

  Date: 11/27/2024

   

  Dear BBB,
  
  The **************************** at Johns Hopkins Hospital received your inquiry. Upon review, the initial request was routed to the wrong hospital (Bayview Hospital). We request a 30-day extension to review and respond to your inquiry. If you require additional information or have any questions, please contact me at ************(option 1, option 1) or email *********************************.
  
  
  Sincerely,
  ****** ********
  Patient Relations Specialist
  ****************************
  The Johns Hopkins Hospital
  *************************
  ****** 170
  ******************
  Phone:************
  Fax:************
  Email: *************************
  
  This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you
  
  

  Business Response

  Date: 01/09/2025

  We have responded directly to the patient (complainant) to address the concerns.

  Customer Answer

  Date: 01/09/2025

  HI I received this message today asking me to take action.  At the bottom it states that the business has contacted me directly to address the concerns. 

  I have not heard back from the business with an answer or resolution so I do not wish to close this case. I still do not have a resolution. I'm not sure why the business is saying that they have contacted me and addressed the concerns. 

  Please advise.

  ******* Klotz 

   

   

  Dear ******* *****:
  
  This message is in regard to your complaint submitted on 11/5/2024 against Johns Hopkins Bayview Med Center.  Your complaint was assigned ID ********. 
  
  BBB has received a formal response from Johns Hopkins Bayview Med Center. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.
  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
  
  Sincerely,
  ******* ******
  Dispute Resolution Specialist
  ********************************************************************************
  Phone: **************

  
  MESSAGE FROM BUSINESS:
  
  We have responded directly to the patient (complainant) to address the concerns.

   

  Business Response

  Date: 02/03/2025

  Thank you for contacting the ********************* of Johns Hopkins Medicine, we appreciate the opportunity to review your billing concerns. A formal complaint was received by our Patient Relations team on November *******, the patient concerns were forwarded to the department for review. The review was finalized on 1/23/2024, the administration team at ********************* approved an in network write off. The charge has been reduced to $228.00. A letter was written and mailed to the patient detailing the review and the adjustment. A corrected bill will be sent out this week showing the new balance. We appreciate the opportunity to review your concerns and hope that you will continue to allow Johns Hopkins Medicine to serve your medical needs.

• Initial Complaint

  Date:06/28/2024

  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 March 29, I underwent a gynecological procedure at Johns Hopkins Bayview and one of their affiliated offices. After the procedure, I asked if there was a co-pay and was told there wasn't. However, I was later billed a total of $250. Upon checking with my insurance, I discovered I was charged a $50 co-pay plus a $200 facility fee. I was outraged. If I had known about the $200 charge upfront, I would have either chosen not to have the procedure or selected a different medical facility. I am frustrated with Johns Hopkins for presenting charges only after the fact.

  Business Response

  Date: 07/09/2024

  Dear ****** ********,

  Thank you for contacting the ********************* of Johns Hopkins Bayview, we appreciate the opportunity to review your billing concerns. Johns Hopkins Bayview is regulated hospital space by the State of ********. Appointments scheduled in ***************** settings at Bayview are subject to Outpatient Facility fees. At the time of scheduling, patients receive a letter, which includes the required facility fee disclosure information.  Patients are advised that they will incur a facility fee, if they opt to be seen at the scheduled location.  A facility fee range, along with an estimate for the particular location, is also included in the letter. Outpatient facility fee information was sent to you with your appointment reminder letter as well. The letter will detail that you may be charged two copays, coinsurance or deductibles depending on how your health insurance adjudicates the claim. Once you register in the clinic you also sign the outpatient facility fee agreement form, I have attached a copy to this response. Staff in the clinic would not have knowledge of how your health insurance would process these charges, the information is provided to you prior to the appointment so you have the opportunity to contact your insurance. The assigned charges are correct and cannot be waived. We appreciate the opportunity to review your concerns and hope that you will continue to allow Johns Hopkins Medicine to serve your medical needs.

  Customer Answer

  Date: 07/30/2024

  Please note that at no point was I made aware that a facility fee was required. I only realized this afterward when I was informed that I had signed a document indicating such. They included this information without verbally informing me, presenting it as part of the regular paperwork. I was not advised of this, and when I inquired if there were any fees, I was told there was no charge for that visit.  I was extremely disappointed with this office. The way they handled the situation was completely unprofessional. Had they informed me about the $200 facility fee, I would have reconsidered the appointment, as anyone else would. There are plenty of other offices that could have provided the same service. I am not obligated to any single office, especially since I have ********************************* I would like this office to be informed of that as well. 

  Customer Answer

  Date: 08/14/2024

  Johns Hopkins claims they attached a form showing my signature on the facilities fee disclosure. However, when I clicked on the link, I didnt see any such form. I would appreciate it if you could address this issue. I would like to see where I signed for the facilities fee, as I did not notice it when signing the paperwork. Thank you

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  Unfortunately my daughter and I were in a car accident 4/9/22 which resulted in her being seen at John Hopkins hospital. Once the bill came it was taken care of by my auto insurance, they paid John Hopkins $2,272.59 on June 2nd as well as my health insurance settled with them. This caused an overpayment to the hospital. Once I found out about the overpayment I have attempted to have it refunded back but not getting answers other than they are backed up with work. The ***** rep informed me the refund should be sent to me but the hospital did not want do so.
  The ***** agent advised that they could call to discuss the overpayment which was done 12/28 and informed the money now needs to go to the medical insurance company. I contacted my insurance company and was informed no case was reopen to provide the refund. I was then advised to contact John Hopkins and provide the customer service number. I have done so and still no response to this request.
  
  I would greatly appreciate your assistance in finding out where is the overpayment is and when will it will be released so this matter can be handled.

  Customer Answer

  Date: 01/12/2023

  I have spoken to management and they have confirmed they will be investigating this matter and determine why this issue has taken so long which may take 30 days to resolve. At this time still waiting for a final resolution.

  Customer Answer

  Date: 01/16/2023

  I spoke with a Supervisor on 1/13 who confirmed they researched my situation and confirmed the refund was never processed and it was taken care of on 1/12 with a check being sent to my provider. The supervisor agreed they would follow when the amount was updated in the system.
  
  
  
  I'm satisfied this is coming to a resolution and happy I was able to have the BBB advocate on my behalf. Finally after almost a year this is coming to an end.