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:03/06/2025

  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.

  Complaint Category: Billing/Collection Issues
  Date of Incident: August 14, 2024 (Date of Service)
  Total Disputed Amount: $285.00
  
  Description of Complaint:
  I was billed incorrectly by Ortho Nebraska Hospital for physical therapy services on August 14, 2024, despite the fact that my insurance provider, Anthem Blue Cross Blue Shield (BCBS), explicitly stated that these charges were not medically necessary. Anthem BCBS has clearly indicated that I am not responsible for such charges unless I was notified in advance and provided my written consent accepting financial responsibility, which I did not.
  
  Despite my repeated attempts to resolve this matter directly with Ortho Nebraska—including multiple written and verbal communications—Ortho Nebraska has failed to respond and has now improperly forwarded this disputed debt (amount $285) to a collections agency. This action is not only unjustified but violates the billing guidelines clearly defined by Anthem BCBS.
  
  Desired Resolution:
  I request that Ortho Nebraska Hospital:
  Immediately withdraw the disputed $285 charge from collections.
  Provide written confirmation that my account is clear and no further collection action will occur.
  Acknowledge compliance with Anthem BCBS’s policy that prohibits billing patients without prior written consent for medically unnecessary charges.

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  Better
  Business Bureau
  ***** * ******
  Omaha,
  NE 68137
  
  Re: Complaint
  Acknowledgement Case # ********* **** ********
  
  To whom it may
  concern:
  
  Thank you for
  taking time to write and tell us about *** ********** experience at OrthoNebraska.
  We are sorry that she was dissatisfied with the billing services. All patient
  complaints are taken seriously, and we want to assure you that her problems that
  were brought to our attention were reviewed and addressed.
  
  The HIPAA
  Privacy Law provides federal protections for individually identifiable health
  information held by covered entities (hospitals) and their business associates (physicians)
  and gives patients an array of rights with respect to that protected
  information. Due to the HIPPA Privacy Law, we are unable at this time to
  respond or mediate through the BBB but will continue our efforts to contact and
  work with *** ******** to resolve her issues/concerns.
  
  We
  at OrthoNebraska are committed to constantly improving all aspects of our
  service to the community and appreciate your letter.  We hope she will continue to depend on us,
  and we will work very hard to meet her expectations in all the services we
  provide. If I may be of further service, please feel free to call me at
  ************.
  
  Sincerely
  yours,
  
  
  ********* ******* *** ***
  Quality and
  Accreditation Manager
  

  Customer Answer

  Date: 04/02/2025

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

  Dear BBB Dispute Resolution Team,

  
  Thank you for forwarding the response from OrthoNebraska Hospital. Unfortunately, their latest response remains entirely unsatisfactory. They have merely referred again to their previous letter dated 03/18/2025, and mention a supposed "personal letter" allegedly sent to me on 03/25/2025, which I have never received. Given my experience with their lack of responsiveness and accountability, I strongly suspect OrthoNebraska Hospital is providing misleading information to the BBB to avoid responsibility for their improper billing practices.

  My position and request remain unchanged:
  I was incorrectly billed by OrthoNebraska Hospital for physical therapy services on August 14, 2024, despite the explicit statement by my insurance provider, Anthem Blue Cross Blue Shield (BCBS), that these charges were not medically necessary. Anthem BCBS clearly confirms I am not responsible for such charges unless I was informed in advance and explicitly provided written consent to accept financial responsibility, which I did not.
  Despite my numerous documented attempts to resolve this issue directly with OrthoNebraska—including multiple written and verbal communications—they have not addressed my concerns and instead have improperly forwarded the disputed amount ($285) to a collections agency. This action is unjustified and clearly violates Anthem BCBS's billing guidelines.
  

  Desired Resolution:
  I firmly reiterate my request that OrthoNebraska Hospital immediately:
  Withdraw the disputed $285 charge from collections.
  Provide clear written confirmation as well as communicate this to BBB that my account is settled and no further collection actions or negative credit reporting will occur.
  Acknowledge compliance with Anthem BCBS’s policy prohibiting billing patients for medically unnecessary services without prior written consent.
  Thank you for your continued assistance in ensuring OrthoNebraska Hospital is held accountable for resolving this matter properly.
  

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

• Initial Complaint

  Date:05/16/2023

  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.

  On approx. February 09, 2023, I went to ******** ******, they got my an MRI appt. For 9:00am on February 13th at ********** ******* ****** ** ***** ******* **, as I was unable to walk, and my left knee *** ******** ******* *** ***** ******. My husband had to take the day off work to take me to the MRI appointment as I was wheelchair bound. Upon receiving the results, the Doctor from ********* ****** called me, and explained to me **** * *** ****** ************ ** ** ***** ** **** ** ****** *** **** * **** *** * **** ******. I ask if anything could be done/explained to her that I had been to ***** ****** orthopedics and they had said nothing could be done. They explained that ****** ****** might be a possibility, and said they had heard good things about the clinic at ******* hospital/Dr ***********, and ask me if I would like to get an appt. for the next clinic so that he could get the ball rolling on ****** ******. I agreed, hoping that it would improve my quality of life as they thought it might.
  Prior to my clinic appt. my husband and I called Ortho Nebraska at least 4x per week to ensure that the Doctor would have and view my MRI prior to my appt, as I was still unable to walk. We repeatedly ask several people at Ortho Nebraska to let us know when MRI had been received...but received no communication despite assurance that the doctors nurse would contact us prior to the appointment to discuss issues, and ensure that we still intended to attend, and despite assurance that if there were any questions we would be contacted. We specifically ask that if Doctor was unable to view the MRI, that we be contacted, and appointment be canceled, as it would be impossible for him to treat me without it.
  Upon arrival at clinic appointment on Wednesday the 15th of March, at 1:00, I found that the Dr had not viewed my MRI, that it was unavailable to him...and as a result, no needed services or care were given. I do not feel that I should be billed anything. They wasted time.

  

  Business Response

  Date: 06/13/2023

  Please see attached letter. Thank you.

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have given BBB access to medical records regarding specific date, will happily do so again, and believe this statement to be a deflection designed to avoid actual resolution. I have received one call from the companies attorney, and every attempt to return call has been unsuccessful due to disconnect/hang up/ blocking? 
  
  
  
  Sincerely,
  
  
  
  Karen ******