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:11/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13, 2022 I contracted COVID. On September 15th, I called St. Joseph's to see if they had any *********** ******** treatments available. I was instructed to go to the ** to check in, but that it would not be an ** visit. I was told to simply tell the attending that I was there that I had COVID and I wanted to receive the antibody treatment.I went to the ** and did as instructed. They took my vitals and told me I would be taken to a separate room for the treatment. After a few minutes I was directed to a room off the side from the ** triage area.A representative did come in to take my insurance information which I assumed was for the monoclonal treatment.Not long after, the director of Emergency Medicine entered the room and asked why I was there. I explained and he informed me that given that my case of COVID was "not severe" and due to recent changes with insurance it was highly unlikely that the treatment would be covered. As a result I could be facing a bill for thousands of dollars if I accepted the treatment. He said he could try to make a case for it with the insurance but in all likelihood it would be rejected and I would be responsible. Upon his further recommendation, I called my insurance company from the room and they confirmed that they would most likely not cover the treatment. I informed the Director I would not be taking the treatment. He said he could call in a prescription of ******** to my pharmacy which could help alleviate the symptoms. I agreed and left with no treatment administered.On September 28th, I received a bill from *************** (which St. Joseph is part of) for a co-payment of $200 -- after my insurance was charged for an emergency room visit. I lodged a complaint with *************** Services, providing full details of the situation (what I was told on the call, what the director told me, how I left with no actual treatment). After their "internal review" they determined I was still liable.

  Business Response

  Date: 11/07/2022

  Will review and respond within the 14 day timeframe.

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After informing the BBB that they would "review and respond within the 14 day timeframe" the hospital's billing response was to simply rebill me for the $200.
  

  
  At this point I would like the BBB to intervene once more.  And I want Catholic Health/St. Joseph's hospital to waive the $200 copay which should never have been issued in the first place.
  
  a summary
  **************************
  To be clear, when I contracted COVID back in SeptemberI attempted to find a location near me that would offer the ********** **********.  I called St. Joseph and they informed me they had doses available.  I asked them where in the hospital to go and they said simply go to the Emergency Room but that it was NOT an ER visit.  It was just where I would check in.
  
  I arrived, got a vital check and was escorted to a room.  A few minutes later a doctor came in, told me that due to the recent changes in state support of COVID protocol, my insurance would most likely not cover the treatment.  I called and confirmed.  We agreed to end things there, but the doctor did offer to call in a prescription for Paxlovid, which I accepted.  Other than temperature and blood pressure, I received no other examination by anyone.
  
  I then received the statement indicating that the hospital did in fact bill my insurance for an emergency room visit and Ihad a $200 copay.
  I called my insurance company, they contacted the hospital and the billing **** said they would look into it.   A week or so later they called me to say I was still responsible for the bill.
  
  That's when I contacted BBB.  It now appears the Hospital and Catholic Health's tactic is simple: wait it out and rebill the individual.
   
  As stated above I want the hospital to waive the copay. 
  
  Please advise next steps.
  
  *******************
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  (c) ************
  

  
  

  
  
  
  
  
   
  

  Business Response

  Date: 12/07/2022

  The Hospital will waive the $200 co-payment balance. A representative from the Hospital will reach out to the patient.

  Customer Answer

  Date: 12/08/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************