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Business Profile

Health and Wellness

CentraCare Health System

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 4 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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/04/2024

    Type:Customer Service 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.
    Harassing people about their health is seriously LOW. Ive been making regular payments every 3 weeks. And get constant texts emails and calls threatening to be sent to collections. Why am I being harassed when I am paying. This is ridiculous. People should not be treated like a dollar sign. Especially involving health and wellbeing. We just want to have a guarantee we will get paid - this is an awful way to treat Human Beings. Whats with the harassment. What is with the Greed. How about care about humanity.

    Business Response

    Date: 09/11/2024

    I am not able to respond directly to this complaint as I do not have any patient identifying information.

    CentraCare's process is to connect with patients per their desired preference, which includes phone, paper, text, and/or email. CentraCare's policy is to assist patients find resources to assist in paying their healthcare bills. This may include assisting iin the application process for ********* CentraCare's financial assistance, CentraCare payment plans, loan program (which CentraCare pays the interest), etc. When a patient elects a loan program or a CentraCare payment plan, the patient will receive reminder messages that they are due to make a payment. 

    The complaint states they are being harassed about going to collections. I do not have patient information to check on the account and verify if our processes have failed. If a patient is in a current payment plan or loan program and they are current with their payments we will not connect with the patient, other than sending reminder messages that their payment is due. If the patient is struggling to make the payments, a CentraCare financial counselor or an agent from the loan program will connect with the patient to see if there is a better program that may fit the patient's financial needs. These include reassessing for financial assistance, ********, or a different payment plan that better fits their needs. 

    If the patient would like to connect with me directly to discuss their concerns, I am happy to talk. My direct phone is ************ and my email is **************************************** I am the executive director of revenue cycle. 

    General re-education will take place with the CentraCare staff to ensure policies are followed. If I hear from the consumer, I will investigate the situation, and additional education will be provided. 

  • Initial Complaint

    Date:06/11/2024

    Type:Sales and Advertising 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.
     I am rejecting this response because:

    I already talked to business office and explained situation. I heard nothing back and was treated like it was my job to prove I didnt use an xtra visit. I also asked them to bill solidarity as a generic insurance. they again refused. 

    Business Response

    Date: 06/12/2024

    Please have the patient call our patient relations department if they choose to file a formal complaint in relation to their billing. We will then be able to get them in touch directly with our billing department. Thank you.

    Business Response

    Date: 06/17/2024

    Please have patient call Patient Relations at ************ to file a formal complaint. Patient Relations will manage this complaint and work with leadership to review. Thanks, *******************, Manager of Patient Experience and Patient Relations

  • Initial Complaint

    Date:06/04/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
     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.

    Business Response

    Date: 06/04/2024

    We do not have a patient by this name at CentraCare, ***********. I am wondering if he looked online and selected the wrong CentraCare. There is a Centra Health in *******, which appears to be his address. Thanks, *******************

  • Initial Complaint

    Date:08/04/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 rejecting this response because: As stated in the complaint, I contacted patient relations NUMEROUS times!!!! That's okay i expected nothing less from ************* I am learning that there are no laws governing coders. They can do as they please. Time for this to CHANGE. I have the messages  in my chart confirming my Dr tried to change the codes and was told NO!!! Pay close attention to this *********** you changed your coding. Did you inform your Doctors???


    Business Response

    Date: 08/06/2023

    With coding and billing already reviewing this and stating it was correct, and if the patient is not satisfied and would like to talk more about her concerns, the next step would be for her to reach back out to our Patient ******************** at ************ and they can elevate it to the business office and our quality resources for further review. Thanks, *******************

    Business Response

    Date: 08/14/2023

    The Executive Director of Revenue Cycle is scheduled to meet with the patient and a representative from our ***************************** to discuss the issue with the patient. We will also provide education to staff. This item will be resolved with the patient by 8/18/23.

    Customer Answer

    Date: 08/14/2023

     I am rejecting this response because:
    No one has reached out to me about a meeting concerning this issue!!!! The 18th is Friday 4 days from now. I have a job. Its not just about the charge. Its about correcting the physical/biometric screening so NO ONE has to be afraid to speak to their Doctor at this yearly exam. Coders are not present at the appointment!! This needs to be fixed once and for all. I will post an update if I hear anything about a meeting.  

    Customer Answer

    Date: 08/21/2023

    Hello, 

     

                     I was never contacted by *********** about my complaint. They clearly do not care to address

     

                      this issue. Thanks for proving the Attorney General Info. Much appreciated.

     

                                                                                                         Thanks, 

                                                                                                        ******

  • Initial Complaint

    Date:05/11/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     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.*****, my divorce finalized a few months later. I am not in any way wanting to not pay my bill I just want them held accountable for violating my rights and the state statute. I have also been trying to get the help of a attorney but no one wants anything to do with medical.

    Business Response

    Date: 05/12/2023

    Please have the patient reach out to our Patient ******************** at ************ so we can try to help her resolve this issue. Thanks, *******************

  • Initial Complaint

    Date:05/11/2023

    Type:Service or Repair 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.
    On January 13th of 2023 I scheduled a routine physical examination with the ************ CentraCare clinic. Prior to the appointment I was told that I should have a blood draw. Under my current BCBS policy routine physical exams are covered at 100%. On the day of the appointment the PA came in to conduct the exam and asked how I was doing. I indicated to her that my father-in-law had passed away that morning so I wasn't in the best of spirits. The exam was conducted and at the end I was asked if there was anything additional that could be done. I asked the PA to please put in a referral for an orthopedic clinic in Little Falls for a shoulder issue I was having. No physical exam of my shoulder occurred and the PA said she would put in for the referral. Because I asked for a referral and I brought up the fact that my father-in-law passed away, the clinic choose to change the coding on the exam from routine physical to office visit. Because of this change I have been charged for services, which in my opinion there were no services beyond routine that were provided. I have tried to resolve this issue by working with the clinic to have the visit recoded. Several calls have been made and much time has passed and yet I still have no resolution. An additional issue I have is that I was directed to have the blood draw as part of the routine physical and I'm being charged for items that the PA asked to be added to the blood draw. I specifically asked if the blood draw was covered as part of the routine physical and I was told it was. As a patient I felt that I asked the questions that needed to be asked and I assumed that there would be no charges. The clinic has indicated they have reviewed the coding and feel it is correct, I don't. My resolution would be for the blood draw cost to be dropped and the physical exam should be covered at 100%. Things like this make me want to stop ever going to the doctor's ******* which is too bad.

    Business Response

    Date: 05/11/2023

    Please have the patient reach out to our Patient ******************** so a complaint process can be started and get the patient to the correct department to further review this claim. Patient ******************** is ************ or Patient Relations | Central ********* Healthcare (centracare.com) Thanks!   

CentraCare Health System is NOT a BBB Accredited Business.

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