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:12/27/2024

  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.

  I received a bill for approx. $20,000 from Lakeview Hospital on approx. 12/24/25 stating "DUE DATE Upon Receipt" for a surgery that was on 11/20/24. Although it is related to a collision, I had been advised to run it through my health insurance as I typically would. Somehow Lakeview Hospital made an error and did not run it through my ********************* So I received a paper bill for this amount shockingly due immediately. I'm sorry but I do not have $20,000 to send them right this instant.This bill meets the definition of both a "surprise" bill and an "illegitimate" bill (I technically should not have received it).I called them on two separate occasions before they finally submitted it to insurance correctly. Right now it states "pending insurance"; hopefully it will go through ************ be clear, the reason I'm submitting this to the BBB is not about me. My issue will probably be resolved. It's about resolving the issue for everyone else who receives similar large incorrect illegitimate surprise bills. Most notably, elderly and disabled people that do not have the awareness and astuteness to question a bill and call the billing department and figure out what's going on. Receiving a surprise bill for an amount in the five figures stating "DUE DATE Upon Receipt" would come as a horrifying shock to these people and many of them will not be aware that it's an error and/or not have the ability to call and figure out how to resolve it.The appropriate resolution would be for Lakeview Hospital to redesign their billing procedures to check and double-check that insurance information has been submitted correctly, as well as any other relevant pieces of information, and if no insurance information is present, to proactively seek insurance information from the patient, with the goal of ensuring that erroneous illegitimate high-dollar bills do not get sent to patients.

  Business Response

  Date: 12/30/2024

  December 30, 2024
  

  **** *********
  ***************************
  ***************************
  
  Dear ****,
  
  Thank you for contacting us regarding your bill. We appreciate you sharing your experience about receiving the bill following your 11-20-24 surgery at Lakeview Hospital. We are always grateful to have a situation brought to our attention so we can review it.  
  
  Please know your letter has been forwarded to the attention of the appropriate hospital leaders for review; our goal is to respond to your concerns within the next 30 business days. In the meantime, please contact me at ************ if you have additional comments or questions. It is always our hope at Lakeview Hospital to provide you with the best care and best experience possible; We are truly sorry to hear you were disappointed in this step of your experience with us.
  
  Thank you for taking the time to share your concern with us. The information you have provided gives our leadership the opportunity to review our policies and practices, and to see things from a patients perspective.
  
  Sincerely,
  
  Patient Relations
  ************

  
  

  Customer Answer

  Date: 12/30/2024

   I am rejecting this response because:
  
  Dear Lakeview Hospital,

  Thank you very much for your informative and prompt reply.  I will await further corrective action information from you in the timeframe mentioned in your reply.  If your corrective action involves steps taken to prevent recurrence such as, for example, humans proactively reviewing every high-dollar bill that did not go through insurance including calling the patient to confirm that no insurance info should be submitted, before the high-dollar bill is sent to patients with the due date "upon receipt", I would then be able to accept your response as an appropriate resolution and have the BBB close the complaint.  I am only "rejecting this response" because the issue has not yet been resolved for future patients.  I will await word from you and proceed accordingly at that time.

  ****