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:10/07/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to formally lodge a complaint against Hackensack for their misleading information and the subsequent billing issue I encountered following my recent appointment.
  
  On July 26, 2024, I attended a routine physical and check-up with Dr. S********. Prior to my appointment, I specifically inquired with three different employees at Hackensack about Dr. S********'s network status with GHI. Each employee reassured me that he was indeed in-network.
  
  However, I was subsequently billed $518.00, indicating that Dr. S******** was out-of-network. In an effort to resolve this, I spoke with a manager at the office who stated that Dr. S******** had been removed from the network without his knowledge and that he needed to reapply for GHI coverage. I was assured that my account would be placed on hold and that they would resubmit the claim once Dr. S******** was credentialed again.
  
  Today, I received another bill in the mail and called the office to check on the status of Dr. S********’s recredentialing. To my dismay, the manager informed me that the previous manager had “lied” to me regarding the situation.
  
  I feel that I have been misled and treated unfairly, and I am seeking your assistance in resolving this matter. I would appreciate any guidance you can provide.
  
  Thank you for your attention to this issue.

  Business Response

  Date: 11/01/2024

  This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patient’s authorized representative and respond accordingly.

• Initial Complaint

  Date:12/19/2023

  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 am ******* ******* went to visit Dr. Tanuja R****l on March 13th, 2023. Surprisingly two weeks later I received a bill claiming the doctor is out of network. When I scheduled the appointment, I checked with the front desk and my insurance company to see if the doctor is in the network and they said yes. When I went on the appointment day March 13th, I confirmed with the front desk agent again if the doctor is in the network. They accepted my insurance and $30 copay. If they have notified me when I took the appointment or during my visit that the doctor is out of network, I would not have visited this doctor.
  After I received the letter from the billing department, I called and spoke to Ms. Grace and she mentioned that the doctor is not in-network. Then I called my insurance company to find out when the doctor became out of network since I visited the same doctor on November 14th, 2022 and processed the claim as in-network. After the insurance company investigated they found that this doctor on November 14th, 2022 and March 13th, 2023 used two different NPID numbers (Tax id#) for processing the claims. The insurance company suggested to contact the billing department to resend the claim with the NPID number that was used on November 14th, 2022. So again my husband called the billing department and spoke to Ms. Norma on 04/18/2023 and explained what insurance suggested to do. She took the notes and said that she will send it to back office to research and someone will be in touch with me. I waited for two weeks with no response. On 05/03/2023 my husband called again to the billing department and spoke to MS. Grace and explained the entire situation again about in-network and out-of-network using 2 different NPIDs. She took the notes and said she is sending an email to the back office and said someone will reach out to me regarding this account. So far it has been more than 9 months trying to resolve this issue. Recently I received a message that will send it to collection agency.
  I am not sure why the billing office used 2 different NPID's to process the claims (whether to defraud the insurance company or the patients).
  So I am requesting BBB to resolve my billing issue. Please contact me if you need any further information at *************************

  Business Response

  Date: 01/08/2024

  This complaint has been received. To ensure confidentiality, an Experience Advisor will communicate directly with the patient or the patient’s authorized representative and respond accordingly.

  Customer Answer

  Date: 01/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* *******