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:04/02/2025

  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 my PCP send a referral to **** for a second opinion. I called before asking for the referall to see if they could take my case as i dont want to be billed erroneously and waste my time driving 2.5 hours each way for nothing. After receiving the referal there wasnt any response to my PCP or me in regards to the request and surgical procedure that may be needed to remedy my issue. After a month and half i finally got a response but its like they were just playing games with me as a joke and werent scheduling me correctly. I did drive to the hospital and the doctor wasnt scheduled by what she told me for our appointment and i had to wait an hour as she was scheduled for the OR at that exact time. She had the time to review and even knew the doctor i saw in mass and made the exact same determination the other doctor did. Then Dr ***** was supposed to refer me to weight and wellness which whom never got back to me either. I was refered to a plastic surgeon who wanted to schedule me in office when i pumped the brakes as i felt these doctors and hospital was just trying to make money and not care for the patient. I had them get a straight answer which i did and avoided another trip now the urologist wants me to pay them and the facility because of their inability to do their job. Got me to drive there to see the doctor wasting my time where they could have just talked to my PCP and i could have sought someone else. or wait. This is absolutely absurd behavior. I refuse to pay and want to file a complaint i already contacted patient relations who refuse to remove the erroneous charges which i why im contacting you. They also didnt bill me correctly at first overbilling the appointment and got my insurance to pay some this is fraud!

  Business Response

  Date: 04/09/2025

  
  
  Better Business Bureau
  ***************************************************************************
  
  April 9, 2025
  
  Complaint ID # ********
  
  Consumer information:
  ***** ******
  77 school St
  ****************************
  Daytime Phone: **************
  E-mail:*******************************
  
  The consumers complaint included the following concerns:
  -Allegation that the consumer was billed erroneously
  -No response to the requested referral for second opinion and surgical procedure that may be needed.
  

  Investigative summary:
  The complaint was received by the ******************************************. The allegations in the consumers complaint were reviewed the Urology Practice Manager and Urology Section Chief, along with review by ***************** and Safety.
  

  Relevant details of the investigation include the following:
  On 9/30/24, the patient received a professional consultation and new patient visit                          
  -CPT Code *****- professional visit
  -CPT Code 9999*****-Hospital Based Ambulatory facility charges
  

  General information about billing, estimates, hospital based ambulatory settings can be found on ***************************************************** website.  It does indicate that clinic sites are designated as HBAS locations: Glossary of Terms | Patients & Visitors | DHMC and Clinics
  

  The Urology visit was the requested second opinion requested referral.  According to the provider notes and follow up interview, the relevant imaging and history was reviewed in preparation for the visit, and follow-up clinical recommendations made based on those paired with the physical exam.
  

  Conclusion:
  The ****************************************** has completed the care review and resulting charges.  All appear to be appropriate.  In the future, the consumer may use the Estimate tool found in the MyD-H application portal to best anticipate charges related to non-emergency care specific to their own procedure and insurance information.
  

  For further questions, the consumer can reach ************************ *************************** at ***************.
  

  Sincerely,
  ****** *****, *** MT(ASCP), CPPS, CPHQ, CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******, *******;03756-0001

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23149374
  
  I do not accept the business's response as a resolution to my complaint because: 

  I did drive to the hospital for a second opinion, but the doctor and or nurses had more then enough ample time to review my case and make a determination for my case before having me do so.  They then played scheduling games with me and the doctor was an hour late.  This is a specialized procedure only a few doctors can do.  the information hadnt changed.  They failed to provide adequate service and then billed me incorrectly and then after i complained they rebilled but not satisfactory due to doing nothing I needed to do in office and they could have been honest with me before having me drive there or talked to my PCP.  you cant bill a patient service that is not billable if you cant provide service just to say we cant provide any service.  That is why i refuse to pay this bill and claim it to be fraud 

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

  Business Response

  Date: 04/21/2025

  Better Business Bureau
  ***************************************************************************
  
  April 21, 2025
  
  Complaint ID # ********
  
  Consumer information:
  ***** ******
  77 school St
  ****************************
  Daytime Phone: **************
  E-mail:*******************************
  
  The consumers complaint included the following concerns:
  -The consumer claims a surgical determination should have been made with record review
  -The consumer claims the billing to be fraud
  

  Investigative summary:
  The complaint was received by the ******************************************. The allegations in the consumers complaint were reviewed the Practice Manager and Section Chief of the specialty, along with review by ***************** and Safety.
  

  Relevant details of the investigation include the following:
  -On 9/30/24, the patient received a professional consultation and new patient visit                           
  -CPT Code *****- professional visit
  -CPT Code 9999*****-Hospital Based Ambulatory facility charges
  

  -General information about billing, estimates, hospital based ambulatory settings can be found on ***************************************************** website.  It does indicate that clinic sites are designated as HBAS locations: Glossary of Terms | Patients & Visitors | DHMC and Clinics
  

  -The specialist visit was the requested second opinion requested referral.  According to the provider notes and follow up interview, the relevant imaging and history was reviewed in preparation for the visit, and follow-up clinical recommendations made based on those paired with the physical exam.
  

  -A care plan and second opinion for surgical intervention, which was the request, requires both records review and physical exam to be complete, and that was the request of the referral.  The consumer did travel to the appointment, consent to be seen and treated, and be responsible for the charges.
  

  Conclusion:
  The Department of ***************** and Safety has completed the care review and resulting charges.  All appear to be appropriate.  In the future, the consumer may use the Estimate tool found in the MyD-H application portal to best anticipate charges related to non-emergency care specific to their own procedure and insurance information.
  

  For further questions,the consumer can reach ************************ *************************** at ***************.
  Sincerely,
  
  ****** *****, *** MT(ASCP), CPPS, CPHQ, CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******, *******;03756-0001

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23149374
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  Ive attached the original referal from my PCP.  Due to the nature of my PRIVACY!   Hippa guidelines ive grayed out my diagnosis.

  This referral first went to ******* with my fathers phone number.  It was then forwarded to ******* correcting my phone number to be sure i was called before agreeing to be scheduled in *******. I called Lebanon because it was a month and i hadnt heard anything after asking my doctor if he sent the referal.  **** confirmed you had and read the referral clearly outlining morbid obese (severe).  I was clear to note and state your weight and wellness **** may need to be talked to first, but nope you said we can see you.  I specifically said please dont schedule me unless i can have the surgery and the doctor was going to say yes.  Thats not what happened.  Your doctor was also an hour late to the appointment!  Would I have been billed them if i just left? I should have! 

   Ive since lost weight and still losing (pictures attached) after I was very specific to ask and stated plainly that I did not want my time wasted as i could go to another facility with a bigger better hospital *** offered the services i needed.  Nope you assured me you could address my issue at DHMC. 
  

  There are other facilities that offer virtual visits i could have done like this one *********************************************

   

  I already saw a doctor *** wasted my time at *****.

   

  I dont need you to shame me and then bill me for doing absolutely nothing! This ***le process has been outrageous and i am refusing to pay this bill .

   

  Its fraud.

   

  Ive disputed it with my insurance company.  Heres the deal I can either withdrawal that claim dispute as fraud with my insurance company and you accept that money and clear my bill or We can continue this path and I still dispute and wont pay this bill. 

   

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

• Initial Complaint

  Date:03/19/2025

  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.

  In August 2024 I took my 10 year old son in to see a *** due to a sore throat. This was a regular visit, not urgent care or ER. I requested a strep test. The provider asked if I wanted to also have a covid & flu/rsv test done to rule out possibilities. They mentioned it was easy and all tests were rapid. All 3 results were given within minutes & all 3 were negative. Later I was billed for over $1,000.00 AFTER insurance. They showed 4 tests (he only had 3 swabs), & the tests as going to a lab, despite them being rapid tests. It is also on file that if labs are done they are to go to **********. The billing stats they did not.I spoke with the billing department and was told I would have to dispute the charges with my insurance. I was also informed that if I had them bill without insurance, my cost would be less than half my current bill. I asked to be billed this way & was told it was too late as they had already billed insurance. My complaint is that I should not have been billed for lab work for rapid tests. Additionally, the asking for extra testing that cost the general public less than $50 elsewhere (pharmacies & independent labs), without the information of the extreme costs, is predatory behavior. Having a child with a cold, going to see there regular *** without emergency, should not amount to a bill of over 1k.

  Business Response

  Date: 04/01/2025

  Hello,

  I am unable to review this complaint in detail without the patient information of the child mentioned in the complaint.  There is no open complaint on our side with Patient Relations and Conifer (who is a third party vendor who does the billing for Dartmouth Health) has separate systems for tracking calls and complaints.  I attempted to locate the visit and testing in question with the details given and was unsuccessful.

  Thank you.

  Otelah

   

  Customer Answer

  Date: 04/07/2025

  The information being requested is account number *********

  Business Response

  Date: 04/09/2025

  Better Business Bureau
  ******************
  *****************
  
  April 9, 2025
  
  Complaint ID # ********
  
  Consumer information:
  ********* ******
  , ********
  Daytime Phone: **************
  E-mail:*****************************
  
  The consumers complaint included the following concerns:
  -Allegation that the consumer was billed for both rapid in office tests and laboratory tests
  -On file that if labs are done, they are to go to **********
  

  Investigative summary:
  The complaint was received by the ******************************************. The allegations in the consumers complaint were reviewed by ***************** and Safety and billing for compliance related to appropriateness of coding.
  

  Relevant details of the investigation include the following:
  

  The patient received 4 tests; 3 rapid and 1 culture.  The culture is performed from the specimen collected for the rapid strep test.  A negative rapid strep test reflexes to a culture, following the ****************************** best practice guideline.
  -COVID-19 PCR
  -Rapid Influenza A/B and RSV PCR
  -POCT rapid strep A: NEGATIVE
  -Upper Respiratory Culture (reflex)
  

  The consumer agreed to have the labs done, knowing they would not be performed at Quest

  Laboratory testing services are licensed and provided separately.  Though co-located, are not the providers office, and are billed separately from the provider visit as all laboratory tests are.
  

  The rapid tests were performed onsite at the ************* location, not within the provider office, therefore the billing codes that were charged are appropriate.

  General information about billing, estimates, hospital based ambulatory settings can be found on *********************************************************************************************** website.

  Conclusion:
  The ********************* Assurance and Safety has completed the care review and resulting charges.  All appear to be appropriate.  In the future, the consumer may use the Estimate tool found in the MyD-H application portal to best anticipate charges related to non-emergency care specific to their own procedure and insurance information.
  For further questions, the consumer can reach ************************ *************************** at ***************.  If there are needs or challenges associated with payment, please explore the tools available online: ****************************************************************************************************
  

  Sincerely,
  ****** *****, *** MT(ASCP), CPPS, CPHQ, CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******,*******; 03756-0001

• Initial Complaint

  Date:03/19/2025

  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.

  Improper billing issue with my resent procedure with Dr. ****** *** on January 27, 2025. My insurance with ******** and Humana was billed as a hospital visit, (**** Hitchcock Hospital), which it was not, it was at my doctors office at Dartmouth Hitchcock Clinic.I had a small growth removed from my left shoulder and it was removed and sent out to a lab to assure there were no cancer cells remaining. The procedure was done by my dermatologist Dr. ****** *** in his office. The procedure involved ******** injections, removing the growth and about 8 stitches. The whole procedure took less than 1 hour.I, and my insurance (******** and Humana) were billed per the attachment:Clinic Visit with Dr. **** $1,289.00 Lab fees Pathology: $295.00 Operating Room Services: $2,641.00 I have had this procedure done before at this same doctor and was never billed as a hospital visit and billed for operating room services. I disputed the Operating Room charge and I received the attached letter saying it was a valid charge required for supplies, which includes scalpel, tweezers, drugs to destroy lesions, gauze and nurse assistant. I believe the $2,641.00 charge is taking advantage of insurance company, me and other patients (See Attachment) The letter is from ******, (no last name), and it was from a 3rd party with no return address or contact information)I was never given any indication that these charges were added and where I would normally pay $60. Copay, but because of these extra not justified fees my portion of the bill is now $567.55.I think this is an example of hospitals over charging insurance companies and patients for bogus services. I believe these extra fees are not valid and I Dartmouth Health should correct this practice for extra profits at the expense of insurance companies and the patient!

  Customer Answer

  Date: 03/19/2025

        

  Business Response

  Date: 03/19/2025

  Dear BBB of *************,

  The consumers complaint included the following concerns:
  -Allegation that the consumer was billed for $567.55 in extra charges

  
  Investigative summary:
  The complaint was received by the ******************************************. The allegations in the consumers complaint were reviewed the Dermatology Practice Manager and Dermatology Section Chief, along with review by ***************** and Safety.
  

  Relevant details of the investigation include the following:
  -A co-pay generally covers an office visit only.  Additional procedures and codes are billed according to the type and service provided. 
  -On 1/27/25, the patient received removal of tissue, repair of the area with sutures, and tissue sent for pathology examination.                                                                  
  CPT Code ***** for removal of the skin cancer
  CPT Code ***** for the repair (stitching, bandaging, etc.)
  -Dermatology services are provided in a Hospital Based Ambulatory setting, and therefore the billing codes that were charged are appropriate.  The clinic has postings at the entrances that notify patients that it is a Hospital Based Ambulatory setting and charges will reflect that.  Additionally, Dermatology has notices that some removals will not be fully covered by insurance.
  -Pathology services are provided by the Mary Hitchcock Memorial Hospital Laboratory and are physically not located in the providers office and are billed separately from the provider visit as all laboratory tests are.

  
  Conclusion:
  The Department of ***************** and Safety has completed the care review and resulting charges.  All appear to be appropriate.  In the future, the consumer could use the Estimatetool found in the MyD-H application portal to best anticipate charges related to non-emergency care.

  
  For further questions, the consumer can reach ************************ *************************** at ***************.
  
  Sincerely,
  ****** *****, *** MT(ASCP), CPPS, CPHQ,CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******, NH  03756-0001

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23086629
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 03/21/2025

  The response from Dartmouth Hitchcock is not true as follows:

  The clinic is not a hospital based Ambulatory setting, it is doctor offices.

  I am not aware of the posted signs they say hospital based Ambulatory setting I have not seen or made aware of, and just because there is a sign somewhere how does the make it a Hospital. I have been going to the office there for almost 209 years and had similar procedures and never had operating room services at $2,641 dollars. I have no problem with the Pathology billing. But they make the whole procedure seem like it was at a hospital to charge outrageous fees. $4,225 for a doctor visit of less than one hour. They should be investigated for billing practices. 

  Business Response

  Date: 03/24/2025

  Better Business Bureau
  ******************
  *****************
  
  March 24, 2025
  
  Complaint ID # ********
  
  Consumer information:
  ********, *******
  20 Sterling Drive
  ******************
  **********
  **********************************
  
  The consumers complaint included the following concerns:
  -Allegation that the consumer was billed for $567.55 in extra charges
  -The clinic is not a hospital based Ambulatory setting.
  

  Investigative summary:
  The complaint was received by the ******************************************. The allegations in the consumers complaint were reviewed the Dermatology Practice Manager and Dermatology Section Chief, along with review by ***************** and Safety.
  Relevant details of the investigation include the following:
  -A co-pay generally covers an office visit only.  Additional procedures and codes are billed according to the type and service provided. 
  -On 1/27/25, the patient received removal of tissue, repair of the area with sutures, and tissue sent for pathology examination.                                                                  
  -CPT Code ***** for removal of the skin cancer
  -CPT Code ***** for the repair (stitching, bandaging, etc.)
  -Dermatology services are provided in a Hospital Based Ambulatory setting, and therefore the billing codes that were charged are appropriate.
  -General information about billing, estimates, hospital based ambulatory settings can be found on ***************************************************** website.  It does indicate that Concord and other sites are designated as HBAS locations: Glossary of Terms | Patients & Visitors | DHMC and Clinics
  -Pathology services are provided by the Mary Hitchcock Memorial Hospital Laboratory and are physically not located in the providers office and are billed separately from the provider visit as all laboratory tests are.
  

  Conclusion:
  The Department of ***************** and Safety has completed the care review and resulting charges.  All appear to be appropriate.  In the future, the consumer may use the Estimate tool found in the MyD-H application portal to best anticipate charges related to non-emergency care specific to their own procedure and insurance information.
  For further questions, the consumer can reach ************************ *************************** at ***************.
  Sincerely,
  
  ****** *****, *** MT(ASCP), CPPS, CPHQ,CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******, *******; 03756-0001

• Initial Complaint

  Date:02/08/2025

  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 had a diabetic eye exam on 12/12/2024 at the office of Dr. ****** ******** at Dartmouth Health hospital in *******, **. I've had this annual diabetic eye exam with the same provider ever since my diagnosis in 2021.The bill sent this time to the insurer included a charge for refraction services (code *****) that is not understood as part of the diabetic eye exam. I contacted *****************, the billing contractor that Dartmouth Health, to remove the unrelated charge. Per Conifer, Dr. ******** needs to contact them directly to request to correct the coding.I reached out to ******************** at least weekly since January 12. Dr. ******** referred the matter to her practice manager, ****. I received a stock response of "your provider's office is working to get it resolved" without any time estimate for the resolution. In the meantime, I'm under the deadline to pay the incorrectly billed charge that I'm disputing by February 22, 2025 deadline or risk having to deal with debt collectors. Dr. ******** and her practice manager have been aware of the deadline since my original request for review on January 12. At this point I suspect ******************* is acting in bad faith to delay the review.Attached please find:1. Statement_67228.PDF: the charge I'm disputing.2. EOB_20241212_yegorov.pdf: highlighted "ROUTINE EYE EXAM" I didn't receive or request. I explicitly discussed with every person in attendance that my visit is for the sole purpose of diabetic eye exam.3. "myDH - Conversation.pdf": correspondence with ********************. No action since January 12, ******. "Itemized Bill_20250205.PDF": I dispute two charges under code 0990. I paid $10 towards this sum previously as part of my visit fee. Current balance due is $124. I'm disputing the charges under code 0990 in the amount of $134.5. dispute_charge_20250204.pdf: Escalated request to the hospital's ************** again without action taken.

  Business Response

  Date: 03/02/2025

  The consumers complaint included the following concerns:
  - Allegation that the consumer was billed for a refraction service that is not part of a diabetic eye exam.

  - Allegation no action in his escalation to Patient Relations (referred to by the consumer as Customer Care)

  Investigative summary:
  The complaint was received by the ******************************************. The allegations in the consumers complaint were reviewed the Ophthalmology Practice Manager and Ophthalmology Section Chief.
  

  Relevant details of the investigation include the following:
  - On 12/12/2024, the patient did receive a refraction service that was needed to update his glasses prescription.
  - On 2/5/2025, the consumer contacted the ***************************** who then contacted the Ophthalmology Practice manager.
  - On 2/20/2025, the practice manager confirmed that the patient had received the refraction service that was needed to update his glasses prescription. He had received the same exam and charge in 2021.
  - As of 2/28/2025, resolution of the complaint had not been completed with the consumer.
  

  Conclusion:
  The **************************** continues to actively resolve this issue for the consumer.   
  

  Plan for Resolution: 
  The Department of ***************** and Safety will assist Patient Relations to address the consumers complaint.  The consumer can contact the department of Patient Relations at ************** for further updates and resolution.

  Sincerely,

  ****** *****, *** MT(ASCP), CPPS, CPHQ,CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******, NH  03756-0001

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22915240
  
  I do not accept the business's response as a resolution to my complaint because: 

  I dispute that I requested or received a glasses prescription. The sole purpose of my visit on 12/12/2024 was a diabetic eye exam on referral from by endocrinologist and primary care provider. I have never requested nor received an eyeglass prescription during any one of my past 4 annual visits for a diabetic eye exam.Furthermore, on every one of the 4 annual exams I explained to EVERYONE IN ATTENDANCE before the consultation started that I'm here exclusively for the sole purpose of the diabetic eye exam. When I asked if I require an eyeglass prescription, I declared that I do NOT require an eyeglass prescription. This was discussed on every one of my past visits.  The irony is that I discussed it with Dr. ********** and her student DURING THE VISIT that on each one of my diabetic eye exam visit I receive unexplained charges that my insurance disputes are part of diabetic eye exam. I have no control over what procedures the personnel conduct on me, but to the extent that I humanly can I made every effort to prevent any confusion. Note that in doing so I went beyond what I as a patient need to do. There's no doubt what the purpose of my visit was. This confirmed not just by myself, but also by the insurance that disputes that an eyeglass prescription is part of diabetic eye exam. To repeat: I explained in advance of the visit that my sole purpose is the diabetic eye exam. I never requested no received an eyeglass prescription. As a diabetes patient, my eyesight changes in minor ways daily because of high blood sugar level and loss of fluid. Any ophthalmologist treating diabetes patients can attest that these minor changes are no reason to get a new prescription and in fact I have NOT gotten a new prescription in the last 20 years. Aside from slight daily variations, my vision has been effectively unchanged. I take it that the practice manager is seeking to justify after the fact extra charges for services that neither I, nor my referring physician, requested.If these services were provided, I don't know because I cannot know what should and what should not be included with the diabetic eye exam. As I cannot know for ANY medical visit, not limited to diabetic eye exam. I dispute that I ever requested the procedure in the first place. I certainly did not sign up for it and in fact took every effort to prevent any misunderstanding during my visit.

  I've discussed the matter with ******* at Patient Relations at Dartmouth Health. ******* contacted the practice manager and related the same message from the practice manager to me -- that I received a service I did not request. The issue remains unresolved. I did not request no received a new eyeglass prescription.

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

  Business Response

  Date: 03/12/2025

  Better Business Bureau
  ***************************************************************************
  
  March 12, 2025
  
  Complaint ID # ********
  
  Consumer information:
  
  ****** *******
  **********************
  ****************
  Daytime Phone: **************
  E-mail:*****************************
  
  The consumers complaint included the following concerns:
  Allegation that the consumer was billed for a refraction service that is not part of a diabetic eye exam
  Allegation no action in his escalation to Patient Relations (referred to by the consumer as Customer Care)
  Investigative summary:
  The complaint was received by the ******************************* and Safety. The allegations in the consumers complaint were reviewed the Ophthalmology Practice Manager and Ophthalmology Section Chief.
  Relevant details of the investigation include the following:
  On 12/12/2024, the patient did receive a refraction service that was needed to update his glasses prescription.
  On 2/5/2025, the consumer contacted the ***************************** who then contacted the Ophthalmology Practice manager.
  On 2/20/2025, the practice manager confirmed that the patient had received the refraction service that was needed to update his glasses prescription. He had received the same exam and charge in 2021  
  As of 2/28/2025, resolution of the complaint has not been completed with the consumer.
  3/4/2025, the consumer rejected the response of ***************** and Safety to their complaint.
  Conclusion:
  The Department of ***************** and Safety has completed the care review.  The consumer can contact the department of Patient Relations at ************** for further updates and resolution.  Patient Relations has contacted Conifer to have the charge for the refraction reversed. The consumer can reach ************************ *************************** at *************** for any issues or questions related to charges or further bills received.
  
  
  Sincerely,
  ****** *****, *** MT(ASCP), CPPS, CPHQ,CMQOE (ASQ), LSSBB
  Senior Director of ***************** and Patient Safety
  Dartmouth-Hitchcock
  1 Medical Center Dr.
  *******, NH  03756-0001

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. That response omits the detail that Patient Relations have reached out to me since and resolved the matter by:

  1. Acknowledging that refraction services were not originally contracted for as part of the diabetic eye exam.

  2. Reimbursing me for the unexpected portion of the bill (refraction services).

  3. Promising that the department would review how this can be avoided during future diabetic eye exams.

  I find that this resolution is satisfactory to me. Thank you ******* and Patient Relations for helping me resolve this matter.

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

• Initial Complaint

  Date:06/04/2024

  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 am unable to make an appointment with DH. I am told I must remain on hold forever, essentially. I need to make an appointment and they refuse to help me.

  Business Response

  Date: 06/10/2024

  Dear ******************,

  Thank you for your use of the myDH portal for communications, as those communications are available to your providers.  You can also send appointment requests, including preferred days and times for those appointments.  During high volume call times, hold times may also be extended, however you will be given an option to enter your phone number, holding your place in the queue, to ring you back.

  We strive to build therapeutic relationships with all of our patients and meet their needs.  This does mean that we have to balance all requests and responses.  Thank you for your understanding.

  Otelah

• Initial Complaint

  Date:05/01/2024

  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 tried to switch my PCP, for two weeks, but DH is not responding.

  Business Response

  Date: 05/23/2024

  Hello,

  I understand there has been some clarification provided to the BBB from our Patient ******************** regarding the employment status of **********************************. I wanted to reach out to you in order to offer myself as a point of contact moving forward as well as provide a brief explanation of the steps that were taken to address this patients concern. 

   

  I myself connected with ****************** less than 48 hours after his initial concern was lodged. My counterpart at the *******, ** location for ** was on vacation requiring myself to assist. I connected with ****************** via email, as he expressed his desire to keep all communications in writing so he could look back if necessary. We established his reasoning for wanting to change ************ Providers. I clarified with him that the main source of his concerns, response time, was something felt across the ** system and was not specific to one provider. I informed ****************** that I would be speaking with leadership of his PCP's office in order to find out who could accept him as a new patient. This took a couple of days, in which I communicated to ****************** what I was waiting for and that I would be following up with him. Once I received approval to establish ****************** with his new provider, I exchanged emails again with him on 5/8 in which he agreed to take this new provider. I made the change within his medical chart that same day and he was able to schedule his first appointment. 

   

  Please let me know if you need anything further. I can be reached at ************** or by email at ********************************************************. 

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21652584
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *************************

  My complaint has nothing, mostly, to do with ****.  He was helpful and resolved my problem.  My complaint concerned the lack of response from other DH persons prior to ****'s involvement.  So I accept and reject at the same time  Plus for ****, minus for DH.
  

  Business Response

  Date: 05/28/2024

  Dear Mr. *******,
  I am writing to follow up on the concerns you brought to our attention regarding your recent interaction while changing your ************ Provider.  On behalf of Dartmouth Health, we apologize for not meeting your expectations.
  
  The leadership team of Dartmouth Health takes all concerns seriously and makes every effort to resolve all customer complaints.  In this case, you were provided the resolution you sought.  I would like to thank you for taking time to inform us of your concerns. Our patients opinions and concerns are valued and provide us meaningful input to make improvement to our care. 
  
  We hope for your continued improvement, and we wish you well.
  
  ***********************

  Business Response

  Date: 05/28/2024

  Dear BBB,

  Thank you for sharing ********************** concern.  He had reached out directly to us as well and had a response and new PCP within 10 days of his original request, once he was willing to take a phone call rather than only written communication, which slowed the process.

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

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21652584
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *************************

  I never took a phone call from DH.  The *** move was done entirely by email. So ****************** statement is a lie.

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 or about June 15th, 2022, I underwent shoulder surgery performed by **************************. My Federal B/C B//S covered the cost of the surgery which was approximately $6000.About one month after the surgery I received a bill from DHMC billing department stating that I needed to remit $4200 for the titanium implant that had been put into my right shoulder during the surgery.I explained to the billing representative that I could not afford that and she advised that my only option was to make monthly payments.I borrowed that amount from my father and paid the $4,200.The crux of my complaint hinges on the fact that I was never counseled on the added cost of this surgery. In fact never did the surgeon, ********************** speak to me about the cost or that my ******************* Blue Shield would not cover the titanium implant.When I called to question why my medical insurance did not cover the cost of the titanium implant, I was advised that I would need to make timely payments on the $4,200 or that amount would be sent to collections.I have been to DHMC several times starting in 2010 for aneurysm coiling performed by *****************************. In addition there have been appointments in regards to osteoarthritis and options for my painful knees with ********************** I have always been interactive with the doctors about my medical care and proposed procedures.This past June 2022 was very different. I was not counseled by ************ as to what to expect, when I could drive, go back to work and what to expect in healing and mobility of the shoulder.It was a ***** contrast to other visits and I have praised DHMC and the doctors to many, many associates.That will not be happening going forward. I will be seeking a more professional and informational environment for my issues with pain and arthritic aging.I am very disappointed with the lack of transparency and informational support that I expected from a renowned facility such as Dartmouth and I will not be back.

• Initial Complaint

  Date:08/08/2023

  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.

  On 10/26/22 I was seen at Dartmouth Hitchcock ******* at Manchester for a consultation and exam to see if I could have a *********.
  Dr. Jason * A******
  
  No issues were seen and the doctor informed me I was a good candidate.
  Went over procedure and recovery and I scheduled an appointment during check out.
  During this time I was given an out of pocket cost for the procedure in which there was a printed quote handed to me as well as a follow up message utilizing the My-DH portal clarifying the cost for the procedure would be $2,836.00. Message from Britany * P*****. Quote and Message came directly from ******* ** **********.
  
  Called My insurance to see if the procedure was covered. I was advised the only cost to me would be my $30 specialist Co-Pay. However I was also advised that my follow up labs need to be done at ***** and not Dartmouth Hitchcock. If done at DH I would it would count differently and I would pay more.
  
  Procedure successful on site at Dartmouth Hitchcock ******* office in Manchester NH on May 5, 2023.
  During procedure while talking with the Doctor and Nurse I had discussed that I looked into my insurance and told them both that any labs need to be done through ***** *********** per my insurance. They both acknowledged.
  
  On May 30, 2023 reached out to *******  department as I got a unexpected bill from them for $353.80 for labs done through Dartmouth Hitchcock - ******* ** ********. Asked why I was being billed labs since I was not scheduled for my follow up labs until 8/2023 for confirmation of success.
  
  I was bounced back and fourth between the billing department and the ******* office multiple times and had multiple requests for information.
  
  The billing department says everything is correct and I need to talk to the ******* dept.
  The ******* Dept says that the lab work is part of the procedure to ensure they took out the correct parts.
  I specifically asked if it is part of the procedure why is it being billed differently.
  
  My Bill is as follows:
  ***** ********** on 5/5/2023
  ******* ** ***** ******* $2836.00 (same as quote)
  ****** **** ** *********** $408.00
  ******* **** ******* $30.00
  ********* ******* $914.63 on 5/23/23
  ********** **** ********* $2,250.55 on 5/23/23
  Balance $48.82
  
  ***** ******** ** 5/5/2023
  ********** ************ $374.00
  ********* ******* $0.00 on 5/23/23
  ********** **** ********* $69.02 on 5/23/23
  
  I have reached out to Darthmouth Hitchcock multiple times to get this resolved and they do not want to work with me or resolve the issue.
  
  I keep asking why I have these labs.
  They tell me it is part of the procedure.
  I ask then why was it not billed under the procedure and instead billed under Hospital services.
  I never stepped foot into a hospital.
  
  I ask why my labs were not sent to ***** if they were actually needed as specified by myself the patient. I was told they do not send labs there after the fact. Quote had no mention of labs.
  
  When asked about quote and why it did not have labs I get back they the person quoting did not know they needed labs. I find this unacceptable as I was quoted directly from the ******* Dept where the procedure was being done. They should know what the procedure would require.
  
  After multiple attempts the final answer is the billing is correct and there is nothing they can do about it.
  I have message threads on the following dates:
  5/30/23
  6/29/23
  7/21/23
  Plus multiple phone conversations.
  
  To me I see this being either a hidden charge I was not aware of since I did my due diligence or a mistake and it should have been billed as part of the procedure. Not a separate service.
  
  My reference for billing is when we get our annual physical through Dartmouth Hitchcock and they send you downstairs for lab work it gets billed as part of that procedure. If I were to have to go back for additional lab work then it is no longer part of the procedure. We then face additional charges if we use the DH lab instead
  
  I have plenty of documentation.

  Business Response

  Date: 08/17/2023

  August 17, 2023
  
  ********* *** ********
  
  Consumer information:
  
  **** *********
  *** ***** **** ***
  ************* ** *****
  
  The consumer’s complaint included
  the following concerns:
  Allegation that the consumer has been charged for hospital services he did not receive.
  Allegation that Dartmouth Health did not utilize the consumer’s preferred lab for ******** testing.
  
  Investigative summary:
  The
  complaint was received by the Department of Quality Assurance and Patient
  Safety. The allegations in the consumer’s complaint were reviewed by ******* ****** *********, the entity responsible for managing Dartmouth Health’s
  billing operations. Upon review, it was determined that the testing required
  for the type of ******** obtained at the time of their appointment cannot be
  performed by the consumer’s identified preferred lab and was required to be
  sent to Dartmouth Hitchcock Medical Center. The ******** testing is itemized as
  a laboratory pathology charge on the consumer’s bill. The
  investigation determined that the services were billed appropriately. In order
  to have the bill adjusted, the consumer would need to file an appeal with their
  insurance company due to the fact that the collection and laboratory testing of
  ********* were performed consistent with expected standards of care for the
  procedure the consumer received.
  Conclusion:
  No
  billing errors were identified during the investigation of the consumer’s complaint
  allegations. The quote the consumer submitted with their complaint states that
  the total out of pocket cost is approximate and subject to change. The consumer
  can reach Conifer Health Solutions Customer Service Department at 1(844) 808-0730
  for any issues or questions related to charges or bills received.  
  Plan for Resolution: 
  
  If the consumer
  choses to initiate an appeal of the charge for the testing of the ******** sent
  to Dartmouth Hitchcock Medical Center with their insurance company, they may
  request their medical record to support their appeal.  Medical records can be obtained from Health
  Information Services by calling 603-650-7110. 
  Health Information Services’ hours of operation are 8 a.m. - 4 p.m.,
  Monday through Friday.
  
  

  Business Response

  Date: 08/30/2023

  The investigation of the consumer’s complaint did not identify a
  billing error and determined that services were billed consistent with expected
  standards of care for the procedure.
  The quote the consumer submitted with their complaint states
  that the total out of pocket cost is approximate and subject to change. In
  order to have their bill adjusted, the consumer
  would need to file an
  appeal with their insurance company.

  Customer Answer

  Date: 08/31/2023

   
  
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: your lack of even seeing how misguided your answer is here shows that Dartmouth Hitchcock is not about healthcare but about screwing over their patients. That fact that you as a company is testing your hat on it being billed correctly, when I specifically left the doctors office with a detailed quote months prior to the procedure. I did my due diligence and worked with your office and insurance to get pre approvals. Dartmouth *** ***** showed me one thing then billed for another. That is not transparency and very predatory on your part.

  when this gets published and then others come forward that have the same legitimate issue they should reach out to me. Maybe Dartmouth Hitchcock would respond better when I am more than one complaint. Any lawyers who read these, I believe you have something way bigger with billing fraud here. Find others and reach out to me. Maybe it is time to treat Dartmouth Hitchcock not as healthcare but a predatory  business if this is their honest and transparent approach.

  you might think you are just in the small battle here; I promise you BAD word of mouth will hurt you more because after all my review is less than even amused at this point.
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:04/26/2023

  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 had left hip replacement surgery on June 23rd, 2022 at Dartmouth Medical Center in Lebanon, NH. I made payments throughout the year on my balance owed and paid the remaining balance off at the end of December 2022 (See attached). After having a $0 balance with Dartmouth I suddenly received a letter stating I owed 473.84 in February of 2023. Once I did research by calling the hospital, they advised me that a claim for DOS 6/23/22 was "reprocessed" by my insurance company stating I owed $473.84. After calling my insurance company, who advised there were no reprocessed claims showing I owed this (Allied Benefits, Ref # *********), I contacted the hospital several times via voice and chat through my on-line portal and advised them of this issues. They stated they'd send the info back to billing and have it checked out, the amount still stayed on my account. I sent all the info to Dartmouth, including th ref# and advised them to contact my insurance company, they didn't. All of the claims showing, show nothing was reprocessed. The original claim processed in July of 2022, showing I owe this amount and it was already paid via my balance with the hospital last year. I've asked for statements showing everything included in the payments I made to them in 2022, nothing has been received. My insurance company did show that Dartmouth sent in the same claims for DOS 6/23/22, which were denied as duplicated. I'm not sure if they are trying to commit fraud by trying to double bill or what, but I can't get anywhere with the hospital. Chat logs are also attached showing my attempt to reconcile this. I'm not calling them again and I don't want this going to collections. This is there error. I've done the legwork, they don't want to hear it or investigate it. I want this resolved.

  Business Response

  Date: 05/08/2023

  Better Business
  Bureau
  ** ******** ******
  ******** ** *****
  
  May 4, 2023
  
  Complaint ID # ********
  
  Consumer information:
  
  **** ********
  *** ****** ******
  ******* ** *****
  
  The consumer’s complaint included
  the following concerns:

  Allegation that the consumer has requested statements which have not been received.
  Allegation that Dartmouth Health sent in the same claims for DOS 6/23/2022, which were denied as duplicate charges by the consumer’s insurance company. Consumer states this claim is a duplicate bill, and an error by Dartmouth Health.

  Investigative summary:

  The
  complaint was received by the Department of Quality Assurance and Patient
  Safety. The allegations in the consumer’s complaint were reviewed by Conifer
  Health Solutions, the entity responsible for managing Dartmouth Health’s
  billing operations.

  Relevant
  details of the investigation include the following:

  On 7/15/2022, the consumer requested an itemization, which was sent.
  On 8/17/2022, the consumer called stating the insurance carrier had denied the Assistant Surgeon claim because it was a duplicate charge. The consumer was informed during this call this was not a duplicate charge and reflected a charge for the Assistant Surgeon. The consumer was sent a copy of the claim as requested. Conifer Health Solutions sent a request to the insurance company to confirm the Assistant Surgeon’s charge. While this request to the insurance company was reviewed, the consumer’s account was put on hold. It was confirmed that the charge was not denied and there would be a co-insurance amount remaining.
  On 10/11/2022, the consumer was issued the first statement of $6294.34.  
  On 10/21/2022, a claim was mailed to the insurance carrier.  This claim went over 45 days with no response from the insurance carrier.  A claim was mailed by the carrier on 12/16/2022.
  On 2/15/2023 Conifer Health Solutions received an updated Explanation of Benefits from the insurance carrier. This Explanation of Benefits denied the Assistant Surgeon charge. Conifer Health Solutions adjusted the Assistant Surgeon balance to $5820.50 following receipt of this Explanation of Benefits from the insurance carrier.
  On 3/3/2023 a second statement was sent to the consumer reflecting the accurate amount due of $473.84. This statement reflects the co-insurance amount due.
  
  
  Conclusion:

  There
  was no error identified related to the consumer’s allegations. The consumer
  received statements when requested. A duplicate charge was not made for the
  consumer’s health services received on 6/23/2022. The remaining balance is due
  to co-insurance from the Assistant Surgeon charge. The consumer can reach Conifer
  Health Solutions Customer Service Department at ###-###-#### for any issues
  or questions related to charges or bills received.  
  Plan for Resolution: 
  
  If the consumer
  choses to initiate an appeal of the charge from their insurance company, they
  may request their Dartmouth Health medical record to support their appeal.  Medical records can be obtained from Health
  Information Services by calling ###-###-####. 
  Health Information Services’ hours of operation are 8 a.m. - 4 p.m., Monday
  through Friday.

  
  

  Customer Answer

  Date: 05/08/2023

  
  
  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 also reached out to customer service today and actually got an agent that explained everything to me and provided information that I previously asked for, but didn’t receive.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:12/09/2022

  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.

  On 07/13/2022 my husband ***** ******* was transported from Dartmouth Hospital to ********* Rehab Hospital in Salem NH via the Ambulance service provided from the town of *********** Vermont. I was informed by my husband’s case manager it was medically necessary and it was the safest mode of transportation for him after his major orthopedic surgery that was performed by Dr.Eric H********. The case manager failed to obtain pre-authorization from his medical insurance company ******* ******* HealthCare. The case manager did obtain pre-authorization for his admission to ********* Rehab Hospital. The Town of *********** Vermont Ambulance Service bill is $2305.00 for my husband’s transport to ********* Rehab Hospital. ******* ******* Healthcare would have covered their portion if they had been informed. My husband passed away on 9/7/202. For this reason this is why I’m notitifying you now about this matter. I have been getting the run around from ******* ******* Healthcare about this ambulance charge. Please resolve this excessive charge.
  
  Thanks!
  ****** *******

  Business Response

  Date: 12/20/2022

  December 16, 2022
  Complaint
  Case #:    18546067
  Consumer
  Info:         ****** *******
                                      ** ****** ******
                                      ******** ** *****
  Consumer’s
  Original Complaint: 

  ********* *********
  Medical Center failed to obtain preauthorization from the consumer’s insurance
  company prior to a family member’s transfer to a rehabilitation hospital.  ********* ********* Medical Center’s case
  manager failed to obtain preauthorization for transportation, which resulted in
  a bill from the ambulance company.

  Consumer’s
  Desired Outcome:  

  Please correct this
  insurance omission by ********* ********* Medical Center’s staff and resolve
  the excessive charge for the ambulance service transport.

  Investigative
  Summary:

  This complaint was
  investigated under the direction of the Senior Director for Quality Assurance
  and Patient Safety and the Office of Care Management leadership
  team.  The investigation concluded that ********* ********* Medical Center followed expected protocols and procedures for
  discharge planning for the consumer’s family member. 
  A thorough review
  revealed that the family member’s ambulance transport was medically
  necessary.  It is not the responsibility
  of ********* ********* Medical Center staff to obtain preauthorization for
  ambulance transportation at the time of discharge.  Either the receiving healthcare facility or
  the ambulance service is responsible for obtaining preauthorization for the transportation
  service if required.  
  Plan for Resolution: 
  
  If the complainant
  choses to initiate and appeal of the charge from the insurance company, they
  may request their family member’s ********* ****** medical record to support
  their appeal.  Medical records can be
  obtained from Health Information Services by calling 603-650-7110.  Health Information Services’ hours of
  operation are 8 a.m. - 4 p.m., Monday through Friday.

  
  

  Customer Answer

  Date: 12/24/2022

  
  
  Complaint: 18546067
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ****** *******