Complaints

This profile includes complaints for Allina Health Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allina Health Systems

  2925 Chicago Ave Internal Route 10207 Minneapolis, MN 55407-1321

• 

  Allina Health Systems

  1540 Lake St S Forest Lake, MN 55025-2628

• 

  Allina Health Systems

  11269 Jefferson Hwy N STE 200 Champlin, MN 55316-3165

• 

  Allina Health Systems

  8611 W Point Douglas Rd S Cottage Grove, MN 55016-4005

• 

  Allina Health Systems

  2805 Dodd Rd STE 100 Eagan, MN 55121-2160

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:10/12/2023

  Type:Service or Repair 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 feel as if I'm being double billed by Allina. I sign up for payment plans for kids, husband and myself and I keep getting regular bills also. These bills are not included in my payment plan? Then I call and 70% of the time, they don't see a payment plan set up so I keep getting bills sent to collections because I didn't pay them, as they should be in my payment plan. Allina needs to simplify their billing. You go in to see your doctor have to get an x ray and blood taken, and you get four different bills from ***** facilities. Alina ********* ************** ***** ********* and whoever reads the x ray, it's ridiculous. When I call I can never get the same answer, I'm about ready to file bankruptcy. Please help, I can't be the only family.

  Business Response

  Date: 10/17/2023

  Good morning,

  An Allina Health ******** Service Supervisor has contacted the patient and offered assistance with her billing questions.  He has also provided his direct contact information so that the patient may reach out for ongoing assistance with billing questions and payment plan assistance.  We are not able to share the detail of the account with the ******************** due the strict laws that protect patient privacy.

  We appreciate the opportunity to assist the patient and invite her to contact the ******** Service Supervisor or call our ******** Service Department at ************ with any questions.

  Sincerely,

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

  Manager, ******** Service

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

   

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair 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 went in for a standard preventative physical. It is 100% covered by insurance. Allina sent me a bill for $151. I have this problem whenever I have a physical at Allina and have to argue with their billing department to correct my bill (which eventually works). Please correct my bill to $0 co pay.

  Business Response

  Date: 08/14/2023

  Good afternoon,

  This is to provide the BBB with acknowledgement of the patient's complaint, and to advise that a letter dated today is being mailed to the patient with a detailed response to the complaint.  However we cannot share this detail with the BBB without the patient's signed authorization to allow release of protected health information.

  Sincerely,

  *********************, **************** Manager

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

   

   

• Initial Complaint

  Date:07/04/2023

  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 billed duplicately on 2 separate recent doctor visits. I have been unable to resolve this issue through 3 other ordinary channels. First, I attempted to reach out to my doctors, but the website blocked that because the appointment needs to have occurred within the prior 7 days; needless to say that by the time a visit has been processed by insurance, printed, mailed, and actioned on by me it's longer than 7 days. Second I attempted to contact the billing office at the number in my correspondence. I was told that the billing office couldn't assist with a dispute, only with processing payments or setting up payment plans. They instructed me to call the Health ******************* which I did and left a voicemail which was never returned. An email to the billing email address also went unanswered. I would like a corrected invoice issued prior to payment because I presume the invoices will need to be re-processed through insurance. Please have the person from the proper office with the authority and ability to help resolve this problem contact me.

  Business Response

  Date: 07/07/2023

  Good morning,

  This is to advise the BBB that a ******** Service Supervisor has spoken with the patient and provided a detailed response to his concerns.  We are not able to share that detail with the BBB due to the strict laws that protect patient privacy.  If you have any questions, I can be reached at ************.

  Sincerely,

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

  Manager, ******** Service - *******************************************

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Prior to my full knee replacement I was asked if I wanted the robotic assisted procedure. I clearly stated I would if it was covered by my issurance and I was reassured that it had to be pre-approved before it could be done. Before my procedure began I inquired with the front desk and nurses if this procedure was pre-approved again I was reassured it was pre-approved or I wouldn't be there and I clearly asked if the robotics procedure was covered and was given the answer YES. months later I received a bill for $3806.09 because my insurance would not cover the robotics procedure because it was in the investigational/experimental phase. I was told by the insurance to see papers from Allina that I signed stated I would cover this and when I asked the customer service guy he told me there were none. I believe I am not responsible for this bill. If I was told it was experimental I would of never had the robotics procedure, but I was told nothing. I believe Allina's entire team who told me this was covered should be responsible as I asked at least 5 people and was told yes this is covered. Allina has all documents for this procedure as well as the documentation for the numerous. This was done on July 18, 2022. Account # *********. Although I have tried working with Allina they are still turning it over to a collection agency. Thank you, *************************** ********************************************************************

  Business Response

  Date: 05/18/2023

  Good morning,

  This is to advise that we have spoken with the patient and provided a resolution to the concern that we believe does meet with the patient's expectations.  We are not able to share the detail of the account with the ******************** due to the strict laws that protect patient privacy.  If you have any questions, please feel free to contact me.

  Sincerely,

  *********************, **************** Manager

  Allina Health

   

  Customer Answer

  Date: 05/22/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/30/2023

  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.

  Fraudulent billing practices. We were charged very excessively for two recent visits. Allina is willing to do nothing to help us even though they have been our primary provider for our family of 7 for over 15 years.

  Business Response

  Date: 05/04/2023

  Good afternoon,

  Allina Health ******** Service Supervisor called and spoke to **************** today to address his concerns.  Because we do not have authorization for release of information signed by the patient, we are not able to share any detail of the account with the ********************.  Should **************** have any further questions, he may contact Supervisor ***************************** directly at ************.

  Sincerely,

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

  Manager, ******** Service | *******************************************

   

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My mother, *************************, was brought by ambulance to ******** Hospital from ****************** ************* on August 9, 2022. She was discharged to Augustana Rehabilitation Facility that Friday afternoon scared out of her mind about someone named "Teacher" hurting her -- which persisted off and on for ten weeks until she died. As upsetting as that is, this complaint is primarily about Allina Billing. My mother was on ******** and had a Medica Prime Solution Enhanced (Cost) plan which covered most expenses during her three ER and three hospital stays until her death on October 17th. As her son, POA, and PR I received and paid a few medical bills during this time that arrived in her senior housing locked mailbox until I filed a forwarding address to mine for her mail in late October. I subscribe to the **** ******************* ******* which emails photos of mail arriving each day. On February 27th, 2023 I received two bills from ******************* for $858.49 and $50. We pay our bills and are not deadbeats, but never received either of these bills from Allina. I can prove it - I still have the **** emails. I called Allina billing on Feb. 27th and talked to ******* who asked me to send my PR authority, which I did electronically immediately, and to call back in a week. On March 6th ****** said it still wasn't processed and to call back in a week. On March 14th ***** said she wouldn't talk to me about anything that has been sent to collections and cut me off from trying to explain. In addition to never receiving these bills from Allina, my mother's name is spelled incorrectly on the collection agency statement. Maybe that is why the Allina bills didn't get forwarded? Strange that other Allina bills arrived and these charges never showed up on her online Allina account that I've monitored all along. We have not done anything wrong and I resent my mother's good name being dragged into collections without reason and being rebuffed at good faith attempts to clarify.

  Business Response

  Date: 03/20/2023

  Good morning,

  In response to this concern, Allina Health ******** Service Supervisor *********************** contacted ****************, discussed his concerns by phone and provided explanation of the handling of the account.  We are unable to share the detail of the account with the BBB without a signed authorization for release of information.

  Sincerely,

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

  Manager, ******** Service

  Customer Answer

  Date: 03/20/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This possibly could have been avoided if Allina customer service explained their use of the ***************** after someone's death.  That would not require discussing any specifics of the deceased person's account.

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair 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.

  1)since 5 weeks i was supposed to get a call re a new therapist contact/appoinment. no call. i called several times. no call backs. tried executive office. they brushed me off.my health suffers from not having a therapist 2)their system mychart is down for about 7 weeks which does not allow me to access my bills my records, do virtuel visits or send messages to my provider. the tech person ****** promised to call back since las tuesday allina s employees prove to be unreliable, rude,and hence cause health damage to their patients. a parallel complaint with the attorney general has gone out

  Business Response

  Date: 12/28/2022

  Good afternoon,

  The Allina Health Customer Experience ********************** Manager has called the patient and left a message requesting a call back, so that assistance and resolution to the patient's concern may be offered.  We encourage Mr. ***** to return the call so that we have the opportunity to provide assistance.

  Thank you.

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

  Manager, Customer Service

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

  Customer Answer

  Date: 12/28/2022

   I am rejec*ing *his response because: no* qui*e *rue. jus* abou* an hour ago someone called. i gave her *he info ans she wan*ed *o ge* back *o me as i *old her if we don * find a solu*ion i will consul* a legal advisor
  
  
  

  Business Response

  Date: 12/29/2022

  Good morning,

  Excellence in patient care is always our goal at Allina Health.  We apologize for **************** experience and we recognize that his expectations have not been met. 

  Clinic Manager ***************************** did speak with the patient yesterday regarding his concerns about access to a provider.  **************** wish to discuss this matter further, we invite him to call ******************** directly at ************.  ************ continues to have problems with access to MyChart, we invite him to call our Customer Experience ********************** for technical assistance at **************.

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

  Manager, Customer Service

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

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:
  1) ******************** was supposed to call me back. she did not 2) please provide address to your legal department 3) with an F rating i would try to answer more based on the customers facts 4)your clinic services are subpar
  
  

• Initial Complaint

  Date:11/22/2022

  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 have a balanced owed on my Allina Hospitals and Clinics healthcare accounts for services given to me from August of 2022 from the Allina location in **********, **. I am paying $5 per month until my $40 balance is paid in full. Allina is calling me and asking me to call their offices to make payment and they are threatening to send my account to collections. I advised them that since I am paying them monthly until my debit is paid in full that they are illegally threatening collections on me. I am paying so they can not send my account to collections. This is a threat and I am going to press charges against them for unlawful collections procedures.

  Business Response

  Date: 11/30/2022

  Good afternoon,

  A letter dated today November 30, 2022 is being mailed to ****************** in response to her concerns.  Because we do not have an authorization for release of information signed by the patient to allow Allina Health to share the account information with the BBB, the detailed response is only being provided to the patient.  If the BBB or the patient has any questions, I may be reached at ************.

  Sincerely,

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

  Manager ***************** *******************************************

  Customer Answer

  Date: 11/30/2022

   I am rejecting this response because:

  I will need to read their letter and see what it says.  I also give the BBB permission to communicate with *****.  This has nothing to do with my health records.  They can certainly respond. They are just using this as an excuse and that is unacceptable. 
  

  
  

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair 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.

  My grandfather was admitted to this hospital with a blood clot in his leg in October 2021. My complaint is regarding insufficient care to the point of nurses apparently not knowing how hospice works. My grandfather was placed on hospice care and his two daughters were present with him. The staff were unaware my mother was the house director of an assisted living, so she has a very good idea of how hospice care works. I myself am a former CNA, and my sibling has been a CNA for over 10 years. After the initial discussion regarding moving him to hospice care, he was not visited by staff once. It had been SO long that my mother went to ask when he will be getting checked on and medication. The nurse replied "don't you know what comfort care is? Dont you know he wont be getting any meds anymore?" That is NOT how hospice care works and my grandfather should have been checked on and cared for regardless of his prognosis. My mother was afraid to leave for a mere 2 hours after seeing that they had given my grandfather a glass of water that he couldn't even hold up and spilled all over him because the nurse had just left him with it. I was absolutely disgusted to hear the insufficient level of care being provided at this hospital and the snide, vicious remark that was made to my mother while her father was dying. You are professionals. You are tasked with providing the highest level of care to those who come to you in need. You accept that task when you accept the job- from housekeeper to surgeon. Absolutely obnoxious. Do. Better.

  Business Response

  Date: 09/20/2022

  Good afternoon,

  Unfortunately there is no information included in the complaint to allow us to identify the patient, so that we can review the concern.  We attempted to contact the complainant by phone, however when calling the phone number provided, the return recording states "the call cannot be completed as dialed".  We also sent an email to the complainant last week using the email address ********************** asking for the patient information to be provided.  As of now, we have had no response to our email.

  We will be happy to offer assistance in this matter if we can be provided with the patient identifying information, such as name, date of birth, home phone number and address.  ****************** may provide response to the email that we had sent, or call our *************************** at ************ so that we may offer assistance.

  Sincerely,

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

  Manager, Customer Service

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