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:03/20/2025

  Type:Customer Service 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 been receiving harassing phone calls from CHI for almost a month now. They call everyday and just leave a message to call this ************ number for their business office.
  
  I have called several times to attempt to get the phone calls to stop.
  
  I have paid every bill sent to me in my name 100% and don't owe CHI anymore money.

  Business Response

  Date: 03/31/2025

  To
  Whom It May Concern:
  
  Thank
  you for bringing Ms. *** ******** concerns to our attention. Attached, please
  find our response to the same.
  
  We
  ask that the enclosed response not be posted to your website or any public
  media site as it may
  contain protected health information.
  
  If
  you have any questions regarding the response to Ms. J** ******, please feel
  free to contact our office at ***** *********

• Initial Complaint

  Date:02/26/2025

  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 CHI on 9/17/24 for my annual physical, and for no other reason. Annual physical exams are fully covered by the BCBS insurance I had at the time through my then-current employer.
  Due to a coding error, the labs were not covered by insurance as they should have been, and I have been erroneously billed for $227. CHI has admitted that a coding error was the cause but have not resolved the error and have continued to send past due billing notices.
  This is by far not the first billing problem I have experienced with CHI, but it is the first one that has not been resolved in a reasonable period of time.
  I request that CHI either recode and resubmit the charges or write them off as a clerical error and stop billing me.

  Business Response

  Date: 03/15/2025

  Dear Ro****

  Thank you so much for taking the time to discuss your concerns with me. We take feedback from our patients very seriously, and use it to provide a better experience for our patients. I am so glad that I was able to provide you a satisfactory resolution. Please do not hesitate to contact me directly if you have any further questions or concerns.

  Sincerely,

  ******* **** - Customer Service Manager

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

  Customer Answer

  Date: 03/16/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/19/2025

  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.

  see attached
  EOB and payment responsibility

  Business Response

  Date: 03/21/2025

  To
  Whom It May Concern:
  
  Thank
  you for bringing Ms. Amy Burruss’ concerns to our attention. Attached, please
  find our response to the same.
  
  We
  ask that the enclosed response not be posted to your website or any public
  media site as it may
  contain protected health information.
  
  If
  you have any questions regarding the response to Ms. *** ******** ****** **** **** ** ******* *** ****** ** ***** *********
  

  Customer Answer

  Date: 04/08/2025

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I called this number ************** CHI on April 2 at 9:35 and talked to ***** *. customer service. Went through all accounts and the only amount due is $18.29 on account # 450905411 for a complete full and final payment for dates of service in 2024 year. They are also sending all statements that show accounts are paid in full. I will cooperate with their request for payment with a statement paid in full for services rendered for all dates in 2024 year. Also called number ************ as per their response. Statement same $18.29 . Will pay that as a complete and final payment in full for service in 2024 year. 

  THANK YOU

   

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

  Business Response

  Date: 04/15/2025

  To Whom It May Concern:
  Thank you for bringing Ms. *** ******** continued concerns to our attention. Attached, please find our response to the same.
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  If you have any questions regarding the response to Ms. Amy Burruss, please feel free to contact
  our office at ***** *********

• Initial Complaint

  Date:01/22/2025

  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.

  see attached
  
  billing dispute

  Business Response

  Date: 02/04/2025

  To Whom
  It May Concern:
  
  Thank
  you for bringing Mr. ***** *********s concerns to our attention. Attached
  please find our response to same.
  
  We ask
  that the enclosed response not be posted to your website or any public media
  site as it may contain protected health information.
  
  If you
  have any questions regarding the response to *** ********* ****** **** **** ** ******* *** ****** ** ***** *********
  

  Customer Answer

  Date: 02/19/2025

  February 19, 2025 Better Business Bureau Account Nos: ******** ***** ******** *** ****** ******** ***** ******** To Whom It May Concern: Thank you for bringing Mr. ***** ********** concerns to our attention. Attached please find our response to same. We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information. If you have any questions regarding the response to Mr. Kendrick, please feel free to contact our office at ***** *********

  Business Response

  Date: 05/20/2025

  This letter is being sent in response to your communication to the Better Business Bureau, Complaint ID ********5, regarding the billing of your insurance. CHI Health is dedicated to delivering outstanding customer service and meeting the needs of our patients. We are committed to providing respectful and compassionate care, ensuring that each patient receives the assistance they require. We sincerely apologize if we did not meet your expectations and are committed to addressing any concerns you may have. Upon review of your accounts, our records indicate that on account 2******** ***co paid $408.60 toward this claim and indicated that benefits were exhausted. Our records show that you had Managed Medicare coverage at the time of service, which was not billed within the required filing timeframe. As a result, the remaining balance has been adjusted to zero. This account now reflects as paid in full. On account 237752945, Geico paid $2,106.00 toward this claim and likewise noted that benefits were exhausted. At the time of service, your Blue Cross Blue Shield of Nebraska insurance was presented, and the card was scanned. The claim was submitted to BCBS on March 26, 2025, but was denied due to untimely filing. We have adjusted the remaining balance to zero, and this account also now reflects as paid in full. We apologize for any inconvenience, frustration, or confusion this may have caused. Thank you for choosing us as your healthcare provider and giving us the opportunity to address your concerns. We hope we have resolved the issue to your satisfaction.

• Initial Complaint

  Date:12/12/2024

  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 paid a payment plan for 9 months, including 1 direct payment for my invoices from before August 2024. Once I completed the payment plan, I waited over a month and still nothing taken off the bills. Then when I called them they said there was a problem with the coding and then there was a problem with ****** (apparently they 3rd party out EVERYTHING). After getting my ultrasound finally figured out from the 3rd party for that, I noticed that there was still nothing taken off from what I had paid them over the year. I emailed and called. Said they would pass it to one person and then another person and then another person until finally they said they would reach out once it was resolved in 14-28 days. Well, that was a while ago and now I have until 12/31/24 to get these invoices corrected with my 40% self pay discount or corrected showing CORRECT coding/estimate amount, or anything else wrong - including taking off of ALL the money from my 2 payment plans for 9 months paid to ****** MONTHS ago!! My work will only reimburse me if I give them the paid receipt for these invoices and I refuse to give CHI or anyone they bill to until the money I've already paid gets taken off. I'd also like to know why when I go to a dr's office for a consult that CHI bills me 2x and there was no testing done, no meds issued, no nothing.

  Customer Answer

  Date: 12/13/2024

  This was from my bank records and emails.

  Business Response

  Date: 12/23/2024

  12/23/2024

  Dear Ms. W******

  Thank you for taking the time to discuss your concerns with me. We value the feedback we receive from our patients, and use it to strive for a better overall experience for all of our patients. I am so happy that I was able to resolve your concerns. I want to sincerely apologize for any frustration and confusion that you experienced. Please do not hesitate to reach out to me directly if I can be of further assistance.

  Sincerely,

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

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising 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 complaint covers more than 1 incident. CHI Health's record of payments made to cover expenses incurred on more than 1 date do not match up with those of **** or ****** ****** (HSA admin). I would like to speak to someone about the multiple transactions that do not align with payments, 'write offs', and billing practices. On the attached example you can see an invoice from CHI showing various write offs and payments. Also included is the **** statement. As I see the discrepancies with this date of service and others, I am wondering about the competency of their accounting. I will begin printing and sorting invoices from CHI, Claims from ****** ******, and explanation of benefits from **** upon request from your office, unless you prefer to investigate yourself. Concerning the statement provided and my desire to understand this statement, I have contacted CHI many times. I received a call from ***** * of the Disputes Dept at CHI @ 9:50 this AM with her explanation that the $40.45 in question is my deductible. I didn't know that CHI withheld a deductible from this billing. I thought deductibles were applied to my insurance, not to billing from a provider. Thank You

  Business Response

  Date: 09/20/2024

  To Whom It May Concern:
  Thank you for bringing *** **** ******** concerns to our attention. Attached please find our response to same.
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  If you have any questions regarding the response to *** ******, please feel free to contact our office at ***** ********.

  Customer Answer

  Date: 09/24/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I realize I wasn't specific enough with my desired resolution. Therefore I will be submitting another complaint with more concise questions and specific instances of what I consider failures. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:08/27/2024

  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 June 13, 2024 I had a doctors appointment for my yearly (so they said) wellness check as requested by Medicare. On july 05, 2024 I was sent a bill for 700+ dollars for this visit. I called and complained that according to my supplemental insurance (*****) there was no copay and the paid the entire bill. in the invoice I recieved it stated that ***** paid $330.. and I was on the hook for the rest.I foolishly made a payment while doing my bills,then tried to recind the transaction to no avail. I then called ***** to find out what is going on. CHI HEALTH and ***** got into a ******* match over fees and I got stuck in the middle. As of this date CHI Health is no longer in *****s preferred provider list. They both keep me running in circles. I have since taken my health care elswhere and might do the same with my Medicare supplemental insurance. Now today I got an email thanking me for another payment,of $62.45, unbeknown to me when I seent them the first payment it automatically enrolled me into a revolving payment plan. Now I need to go to my bank and change my entire banking account and debit card to stop these unjustified payments.

  Business Response

  Date: 09/06/2024

  I am asking for a one week extension to respond to this complaint. I need to have the patient's charges reviewed and contact his insurance company. Will you please grant an extension to 9/16/2024 for the response?

  Business Response

  Date: 09/16/2024

  September 16, 2024

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

  
  Account No(s):********
  Patient Name:*** ********
  Facility:CHI Health Clinic - Florence
  Dates of Service:06/13/2024
  
  Dear ** *********

  
  This letter is being sent to you in response to the concerns you raised with the Better Business Bureau, regarding the bill you received for the services you had performed on 06/13/2024.
  We have reviewed the charges on your account, and determined that the charges were not billed appropriately to your insurance. We have corrected the charges and resubmitted a claim to your insurance. Medicare has fully covered your charges for this visit. You will also receive a refund check in the amount of $124.90 for payments applied to these charges.

  
  I sincerely apologize for any inconvenience this has caused. I recognize that this experience has caused you stress and frustration. I genuinely hope that you will continue to seek your medical care with CHI Health in the future. If you have any questions or additional concerns, please call me directly at *************
  Sincerely,
  
  ******* ****
  Customer Service Manager
  

  Customer Answer

  Date: 09/17/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:05/06/2024

  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.

  MY son, ***** ********* is a student at Creighton University. On 11/06 he visited the ER for treatment and we incurred a $250 charge per our United Healthcare insurance.
  
  We paid the $250 from our Chase bank account on Dec 11, 2023 via electronic bill pay for which we have an online statement from Chase.
  
  Despite receiving electronic payment, CHI Health continues to harass us with bills, calls and collection notices. We have provided proof of payment multiple times, however CHI Health continues to ignore our documentation and harass.

  Business Response

  Date: 05/14/2024

  Thank you for bringing *** ******* ********** concerns to our attention. Attached please find our
  response to same.
  
  We ask that the enclosed response not be
  posted to your website or any public media site as it may contain protected
  health information.
  
  If you have any questions regarding the
  response to Mr. O’Malley, please feel free to contact our office at (**** *********

  Business Response

  Date: 05/12/2025

  To Whom It May Concern:
  
  Thank you for bringing *** ******* ********** continued concerns to our attention. Attached please find our
  response to same.
  
  We ask that the enclosed response not be
  posted to your website or any public media site as it may contain protected
  health information.
  
  If you have any questions regarding the
  response to *** ********* please feel free to contact our office at (**** *********
  
  

• Initial Complaint

  Date:04/17/2024

  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 am being charged by CHI for a matter concerning Workmans Comp that was unrelated to them. They've manipulated numbers to include charges to a Therapy by them that was paid for in full.

  Business Response

  Date: 04/26/2024

  To Whom
  It May Concern:
  
  Thank you for bringing Mr. ******* ********* concerns to
  our attention. Attached please find our response to same.
  
  We ask
  that the enclosed response not be posted to your website or any public media
  site as it may contain protected health information.
  
  If you have any questions regarding the response to *** *******, please feel free to contact our office at ###-###-####. 

  Business Response

  Date: 05/30/2024

  To Whom
  It May Concern:
  
  Thank you for bringing Mr. ******* ********* concerns to
  our attention. Attached please find our response to same.
  
  We ask
  that the enclosed response not be posted to your website or any public media
  site as it may contain protected health information.
  
  If you have any questions regarding the response to *** *******, please feel free to contact our office at ###-###-####.

  Customer Answer

  Date: 06/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:12/29/2023

  Type:Customer Service 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 requested all bills for our client, **** ******, on 9/12/23, from CHI customer service. This customer service department has no personnel in the United States. I am unable to speak with anyone about my bill at any of the facilities directly.
  
  I received some of the bills in response to my request, but not all. I have called to get a copy of a $73k bill at least 4 times, and every time they say they've already sent the bills, even though they have not sent this bill. I spent 1 hour or more on the phone speaking with a "supervisor" who did nothing to help me. I am currently on the phone - its been 25 minutes so far trying to get them to send me this bill.
  
  Not only can I not access this $73k bill, but they have the insurance information incorrect on two of her other accounts, which I have called about to change, but they still have not properly billed the insurance. I am beyond frustrated, and am missing more than just the $73k bill, but several others as well.
  
  Unfortunately this customer service team in .... Burma? ... does not have a comprehensive access to a patients accounts, they have to look up each one apparently? I have no idea, but this is broken. Move the business back to the US and hire people who are competent enough to figure out how things work and speak to us and get us the information we need. It will cost you more money for payroll, but if you continue outsourcing your work nothing will get better.
  
  35 minutes on the phone call. With no real resolution.

  Business Response

  Date: 01/03/2024

  Dear *** **********

  Please see attached letter. Response will also be sent via email. 

  Customer Answer

  Date: 01/04/2024

  
  
  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.  I appreciate the multiple contacts, and the ability to now reach someone when I have issues getting the information I need from CHI. 
  
  
  
  Sincerely,
  
  
  
  ********* *********