Business Profile

Hospital

Ascension Health Inc

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Complaints

This profile includes complaints for Ascension Health Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

401 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:06/24/2025
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 paid my $60.00 copay at my office visit on 3/31/2025 at 9:07am with **** card transaction ID **********. receipt attached I keep receiving bills for $75.50 which includes the $60 I already paid! I only owe the remaining $15.50. Their online bill pay system will not allow a "partial payment " of $15.50 so I'm unable to pay that until they fix this.I've called three times and each time they said to give it 24 hours and it will be adjusted. As of today June 24 it's still not fixed. It's now showing that I'm over 30 days past due. I will gladly pay the $15.50 if they ever fix this.
Business Response
Date: 07/02/2025
Mrs. *****,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you on 06/24/25 and left a voicemail message indicating that the account would be reviewed and an update would be provided once a decision has been made. On 6/25/25 our customer service member spoke to you and advised your concern was being reviewed and updates would be provided once a determination was made.
Our customer service team member reached out to you on 07/01/25 and communicated the outcome of the review. The payment for $60.00 was posted a few days after charges were entered. There was a coding review done that indicated a
coding error had been made. Coding updates were made.
Per review, the balance now reflects $15.50.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the billing escalation sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Initial Complaint
Date:06/23/2025
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 had an *** scheduled for May 5, 2025. I pre-registered a couple days prior. at the end of the pre-registration form it said my portion of the *** would be $979.00. I also confirmed this with the Heart Center when I confirmed the appt. I had the procedure done and on May 19, 2025, I got a bill for $3444.00. It was discounted $1608.16 by my insurance company, leaving a balance of $1835.84. My insurance company applied the entire amount to my deductible. I would not have had the procedure done had I known it was going to be $3400. I believe they pulled a **************** I want to pay the amount I was quoted. of $979.00
Customer Answer
Date: 07/03/2025
I got a phone call Elle and from ***, **** from the business, said that she would be calling me within 3-5 business days from last Wednesday, June 25. I never received the phone call. They left phone numbers, I called both and their voicemail boxes were full.
Business Response
Date: 07/15/2025
Mr. ********************* you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you on July 10th 2025 to advise of the following below.

It has been determined that the initial estimate was correct. During the procedure additional services were needed to complete the scan successfully. Per the documented estimate provided the verbiage outlines that your final cost may change if your insurance, the services provided, or their complexity changes before or during your visit.

Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the estimate escalation sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience, and we fell short here.

Thank you for allowing us to serve you.
Business Response
Date: 07/15/2025
Mr. ********************* you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team reached out to you on July 10th 2025 to advise of the following below.

It has been determined that the initial estimate was correct. During the procedure additional services were needed to complete the scan successfully. Per the documented estimate provided the verbiage outlines that your final cost may change if your insurance, the services provided, or their complexity changes before or during your visit.

Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the estimate escalation sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience, and we fell short here.

Thank you for allowing us to serve you.
Customer Answer
Date: 07/16/2025
Complaint: 23507609

I have reviewed the business' response and am rejecting it because:
I was not informed of any additional services that were necessary when I checked in or during the procedure. They say that during the procedure, additional services were necessary
As I have said all along, I would not have had the procedure done had I known it was going to be more than $979. I should have been informed that there were going to be additional charges. I feel like they pulled a bait and switch.

Sincerely,

**** *******
Customer Answer
Date: 07/16/2025
I would like to add that it would be like me taking my car to the mechanic, getting an $800 estimate then getting a bill for $1800 with the thousand dollars done without my consent or knowledge.
Initial Complaint
Date:06/19/2025
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.
I visited this establishment a little over three months ago. At time of visit I was required to pay a $40 copay. I noticed a charge on my bank account that I didnt recognize. $185 and money I needed. I reported the charge fraudulent and even had to get a new debit card. The next day I discovered it was this place of business. Regardless the charge was unauthorized. I never received any bill from them. No phone calls or emails. I dont even know the service amounts because I never seen an itemized billed.
Business Response
Date: 06/23/2025
Good afternoon,

Thank you for bringing your experience to our attention. Our customer relations team reached out to you via email; to advise we received your concern, and confirmation that it was under review.

You informed customer relations, via email, about your concerns regarding a charge identified on your banking statement that you did not recognize. You indicated that after researching, you discovered it originated from a medical facility you had recently visited, and the charge was unauthorized. The ask is that you are refunded the amount of this charge.

Our customer relations liaison asked, via email, for more information regarding where the charge was stemming from, as there are no recent hospital visits and no recent physician’s office visits. In replying to the email, you stated this is an Urgent Care visit, and you would like your refund for the unauthorized charge from the Urgent Care.
The customer relations liaison informed you that the Urgent Care billing system is separate from any hospital billing system, and you would need to contact them directly with any concerns.

Thank you for your feedback on the experience attempting to resolve this issue with our Customer Resolution Center. We are continuously working with our team so we can resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience. Thank you for providing feedback for us to address your concerns and to improve our experience for all those we serve.
If you have any additional questions, please feel free to reach out.

Thank you for allowing us to serve you.

Customer Answer
Date: 06/24/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 23491378 and am satisfied with this resolution.

Sincerely,

Harry Shadowens
Initial Complaint
Date:06/11/2025
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 was admitted to the hospital 2/10/25-2/11/25. My secondary insurance sent a check to Ascension on 4/2/25 (check ***** dated 3/29/25) and it was cashed on 5/2/25 in the amount of $5103.60. I have called Ascension and the representative I spoke with had no record of the check being applied to my account. This check has been confirmed cashed and I just wanted it applied to my account before I am sent to ****************: ***** ******-*** DOB: ****** located in **********, IN claim #********-2201 Thanks.
Business Response
Date: 06/20/2025
Ms. Kylie Poe Weaver

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our Customer Service team attempted to reach out to you twice on 06/12/25, and twice on 06/19/25 to confirm your balance has been reviewed and your patient balance has been transferred back under insurance.
We’ve reviewed your account and our Billing Manager called the Difference Card @ 888-343- 2110 on 06/19/25 your information could not be located so they called United Health Care on 06/19/25 and spoke with a representative. United Health Care stated they did not send the claim anywhere else and was unfamiliar with the Difference Card. The Billing Manager called Anthem on 06/19/25 and was able to verify your information. Anthem did not have the hospital claim so it has been billed to them today on 06/19/25 and will take 30-45 days for your insurance to process the claim. If there is any remaining patient balance we will send you an updated statement.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution Center. It is our goal to always provide our patients with excellent experience and we fell short here.

Thank you for allowing us to serve you.
Initial Complaint
Date:06/11/2025
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 was diagnosed with cancer. I dont have insurance. I was very relieved to find Ascension has a Charity fund to assist with medical expenses. Good luck with that. I have been trying to get answers from the Charity Foundation. 5 weeks now. I called again yesterday. The first ***** I spoke with ************ at 10:29 June 11 ****** minutes couldnt answer my question. She said she was sending an email, I didnt receive one. She gave me a phone number to call, ************. This number leads back the the Charity org. A man answered the phone, I gave him my account number. He asked for all of my accounts? I told him I had given the account number. He gave me a phone number to call. To speak with someone at that number I need to enter my account number, there is no way to enter the A in my account number, so I cant speak to anyone. I call Charity back to speak with a supervisor. I was denied one at 11:08. Very simple ,I was given the wrong phone number to call. No big deal, right? Again , Same issue with my account number. No way to enter the A, so I cant speak to anyone.I have been trying to get help for 5 weeks. I have messaged my medical provider. I get no assistance. Im lucky if my question is addressed at ****** date there is no way to file my paperwork and Ascension needs to be paid. Even my doctor is not responsible to help me. I have asked for a Social Worker. No one knows ***************** are in Ascension Hospitals. Please respond with assistance in the manor of a real live person who can assist me.Thank you for your time. I hope to get these matters resolved.******
Business Response
Date: 06/17/2025
Ms. Dianna Womer,

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Your account has been reviewed, and it has been determined that you were provided with financial assistance
information. On 06/10/2025 you spoke with Customer Service regarding financial assistance requirements.
You were advised to email [email protected] and were provided with the phone number 866.415.6556. Your current balance is $167.94. There have been multiple attempts to reach you on 06/11/2025, 06/13/2025, and 06/16/2025 that resulted in voicemails. We also attempted to contact you by email with no response.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our Customer Service team. Your concerns have been relayed to leadership, and we are working with our team so we can resolve concerns more quickly.
It is our goal to always provide our patients with an excellent experience, and we fell short here. Thank you for allowing us to serve you.
Initial Complaint
Date:06/09/2025
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 wife had to go to *** in *********, ** in December, 2024. I didn't get a bill until March 10, 2025 and I paid it on that same day through their pay portal. My wife had another flare up on March *******. I paid the copay for that visit right there in the emergency room on their tablet so I don't owe them anything. Nevertheless, they keep billing me for the December 13, ************************************* spite of numerous efforts to try to get them to correct it. The latest bill is attached to provide you with account info. I have also attached screen shots of my credit card account showing payment for both visits. I want them to correct their mistake, notify credit agents of their mistake if they have already submitted to them, and leave me alone. Thank you
Business Response
Date: 06/24/2025
Ms. Doylynn Lawler

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our Customer Service team attempted to reach out to you on 06/13/25, 06/20/25, 06/24/25 to confirm your balance has been reviewed, your patient payment has been posted and your account is now closed.
Your account was reviewed by the Cash Posting department, they were able to locate your payment that you had paid through our Persona Pay portal on 03/10/25 post to your account on 06/19/25. We do apologize for the delay in posting your payment. Your account balance is now $0.00.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution Center. It is our goal to always provide our patients with excellent experience and we fell short here.

Thank you for allowing us to serve you.
Customer Answer
Date: 06/25/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 23443454 and am satisfied with this resolution.

Sincerely,

David Lawler
Initial Complaint
Date:06/05/2025
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.
I was seen at Ascension St. Vincent Kokomo Women's Center on 12/16/24 to have a **** scan ordered by my PCP *** ****** *******. The order was only for a **** scan. The facility performed the **** scan AND a Trabecular Bone Score. I did not consent to having a Trabecular Bone Score performed and I was unaware that they had performed one. Ascension St. Vincent billed my insurance for the Trabecular Bone Score--which was denied by insurance because the test is considered investigational. I have requested that Ascension St. Vincent write off the cost of the Trabecular Bone Score as it was not an ordered procedure, however they state that because I signed the financial consent that I am liable for all charges not covered by insurance. Had my *** ordered this test, I would understand and pay the charge. However, I believe that this is essentially fraud as the hospital has taken it upon themselves to perform this test without explicitly informing me of it (and it is not related to any type of emergency services or anything life threatening that I would require to have this test performed). If hospitals can add on services at their discretion to increase their profit margins without physician orders or express need of the patient these should be considered fraudulent charges. **** has taken the stance that this is an issue between myself and the hospital, so I have exhausted all help from my insurance company. I would like for Ascension to acknowledge that they did not have the order to perform this test and write off their cost for this test.
Customer Answer
Date: 06/09/2025
I have completed the Release of Health Information form and attached.
Customer Answer
Date: 06/10/2025
I noticed my phone number is incorrect (looks like the computer auto entered it and the 1 in front has messed it up). My phone number is ************. Can you please update this?
Thanks,
Christina
Business Response
Date: 06/25/2025
Ms. ******
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team attempted to reach out to you on 06/11/25, 06/23/25, 06/23/25 to confirm your balance has been reviewed and approved to be adjusted to $0.00.
Your account was reviewed by the Breast Center and ********************* the physician order was for a **** scan which was performed along with a *** (Trabecular Bone Score). The *** does not need a separate order because it is only performed after a particular criteria is met. This is performed when indicated immediately after the **** ********* is complete. The ******************** determines the need based on the ********* result to give a more accurate Frax score. The *** is built into the scheduling platform with the bone density so the patients are given the correct estimate, unfortunately the system did not provide the correct information for you therefore, the Breast Center has agreed to adjust the remaining patient balance to $0.00.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. It is our goal to always provide our patients with excellent experience and we fell short here.
Thank you for allowing us to serve you.
Customer Answer
Date: 06/27/2025
I did receive a voicemail message from Ascension stating that they would adjust the balance to zero. I received that call on 6/23. However, upon checking my Ascension billing portal there remains an outstanding charge of $128.00 and I received a text message today stating that my next payment would be charged to my credit card on 6/30--I did have to set up a payment plan to avoid collections. I have placed a couple of calls back to the woman who called me indicating the zero balance adjustment (I can't quite make out her name: *****/******/****). These calls have gone to voicemail and I have left messages. Perhaps she is out on vacation at this time--but I do not want to close out this complaint until the issue is fully resolved. I do understand that with very large companies things often move at a snail's pace, and I will give them the benefit of the doubt and trust that they are working to rectify my billing issue. Please keep an open line of communication with Ascension until all is resolved.
Customer Answer
Date: 07/08/2025
I did respond to the BBB on 6/27. See the attachment for a copy of the screenshot taken from the BBB website. I thought I would get a confirmation response or something from the BBB--but apparently not.
Customer Answer
Date: 07/08/2025
This past week, Ascension removed the charges from my account, so I am now willing to accept the response as completely resolved in good faith by Ascension. Can this be opened back up to allow me to do so?
Business Response
Date: 07/08/2025
Ms. ******************* you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Our **************** team attempted to reach out to you on 07/01/25, 07/07/25, 07/08/25 to confirm your balance has been adjusted to $0.00. The bills are automatically generated and may have been sent when the adjustment was being transacted. Your account is at a zero-dollar balance to date.

Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. It is our goal to always provide our patients with excellent experience and we fell short here.

Thank you for allowing us to serve you.
Initial Complaint
Date:06/03/2025
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.
Im filing a complaint regarding a billing dispute with St. Alexian Medical Center in ***************, ** (part of Ascension). I was hospitalized from October 1718, 2024. The total billed charges were $6,271.00, but my insurer ***** (an in-network provider with Ascension) processed the claim and determined that my patient responsibility was $1,285.26, which I paid in full. Since they are not looking at that EOB, I received a bill for the remaining balance of $4985.74.Ascension had also billed a different insurance provider, and because of this, I continue to receive bills showing an incorrect balance. Ive called the billing department seven times to resolve this, but each call is routed to an offshore call center where representatives lack the tools or knowledge to fix the issue. I have provided the Aetna EOB and proof of payment, but the incorrect balance persists.This issue has dragged on for months. I am concerned that their mistake may result in my account being sent to collections for a balance I do not owe. I am requesting that Ascension/St. Alexian correct the billing records to reflect the proper insurance, apply the payment correctly, and confirm my balance is $0.I am seeking BBBs help in resolving this. This issue has caused significant and unnecessary stress due to a clear billing error on their part.
Customer Answer
Date: 06/05/2025
HIPAA form completed
Business Response
Date: 06/13/2025
Mr. *****,
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve.
Our **************** team reached out to you on 06/10/25 and advised that the account would be reviewed, and updates would be provided once a determination was made.
On June 12, 2025, our customer service representative reached out to you to convey the results of the review. It was determined that a contractual adjustment was not initially applied to your account. The necessary adjustment has now been made, resulting in a revised account balance of zero.
Additionally, thank you for your feedback about your experience attempting to resolve this issue with our Customer Resolution **********************. There was an opportunity to escalate and resolve the billing escalation sooner. We are working with our team to re-educate on escalations, so we resolve concerns more quickly. It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Customer Answer
Date: 06/13/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** *****
Initial Complaint
Date:05/30/2025
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 have called customer service numerous times about this bill because I have ********* Humana Supplemental, and I have ******** (pays for what ******** and Supplemental do not pay). Every time I have been told no insurance information is in the system, even though I provided it during the previous call. All I want is for St Vincent to actually bill my insurances. Since I have ********, technically I should never see a bill per Indiana law. I should not have to pay this bill with the insurances I have. I don't want this bill to unnecessarily go to collections and no one at St Vincent seems willing to help me.
Customer Answer
Date: 06/02/2025
I have attached the ***** form.
Business Response
Date: 06/12/2025
Ms. *******

Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. Your account has been reviewed by our coding and billing team. It has been determined that the diagnosis coding was incorrect based on the services that were provided.
Although the claim was billed to ********* Humana, and ******** in the correct order, the previous diagnosis code used was considered routine, therefore not covered by your insurance plans. The account has been reviewed and corrected; your account balance is now zero.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our **************** team. Your concerns have been relayed to leadership, and we are working with our team to re-educate on escalations, so we can resolve concerns more quickly.
It is our goal to always provide our patients with an excellent experience and we fell short here.
Thank you for allowing us to serve you.
Initial Complaint
Date:05/29/2025
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.
On February 27, 2024 I went to the Ascension Seton ****************** emergency room for help with a kidney stone. They admitted me to the hospital where I had surgery to implant a stint in my right ureter the following day, February 28, 2024. I stayed one more night and then was discharged on February 29, 2024.On October 18, 2024 I received a bill from the hospital for a $500 copay. This charge is, however, incorrect. My insurance requires a $500 copay if I go to an emergency room and do not get admitted to the hospital, but there is no copay if I go to an emergency room and do get admitted to the hospital.We have spoken numerous times with the hospital billing office, as shown in the uploaded phone log, and several times they have admitted that my stay was coded incorrectly as an outpatient visit, but they have never fixed the problem.On April 1, 2025 we received a bill for $500 from a collection agency. So they hired a collection agency to collect the money, knowing that it was their own mistake.I have uploaded our phone log, as well as my medical records from the hospital stay, which clearly show when I was admitted and when I was released.Please, we need your help to get this resolved. These people don't seem to care enough to fix there own problem. They seem to be playing a waiting game, betting that we will pay them $500 that we do not owe.
Business Response
Date: 06/09/2025
Mr. ****** ********
Thank you for sharing your recent experience with us and giving our team the opportunity to resolve your concern and improve the experience for all those we serve. You spoke with Customer Relations on 6/5/2025 and were advised of the following.
After two careful reviews it has been determined that you were admitted under observation. There was no authorization obtained for inpatient stay, as there was an observation order placed by attending physician. The physician advisor reviewed your case twice and supported the observation order.
Additionally, we thank you for your feedback about your experience attempting to resolve this issue with our **************** team. Your concerns have been relayed to leadership, and we are working with our team to re-educate on escalations, so we can resolve concerns more quickly.
It is our goal to always provide our patients with an excellent experience and we fell short here. Thank you for allowing us to serve you.
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

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

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Complaints

Customer Complaints Summary

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