Complaints

This profile includes complaints for Holzer Health System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Holzer Health System has 25 locations, listed below.

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• 

  Holzer Health System

  100 Jackson Pike Gallipolis, OH 45631-1560

  
• 

  Holzer Health at Fruth Pharmacy Gallipolis

  204 2nd Avenue Gallipolis, OH 45631

  
• 

  Holzer Senior Care Center

  380 Colonial Dr Bidwell, OH 45614

  
• 

  Holzer Home Clinic Mason County

  2413 Jackson Ave Point Pleasant, WV 25550-2045

• 

  Holzer Health at Fruth Pharmacy Wellston

  120 W 2nd St Wellston, OH 45692-1435

  

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:11/01/2024

  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.

  I received medical services in June, 2024 and was billed by Holzer. I paid all of the bills received.
  
  I have now received another Holzer bill for similar services, however they are saying it's different because it's from Holzer Hospital and not Holzer Clinic. Bills do not differentiate between the hospital and clinic. Everything only says "Holzer."
  
  I called their billing department to sort things out and was told that the new bill was from the hospital and not the clinic. When I asked why the names were the same and why the services seemed so similar, there was no explanation. I asked what communications are given to patients to tell them two entities would expect payment. There is no standard communication. They said there's nothing on the website.
  
  I expect little action from this complaint because I know Holzer has a lot of money. The problem is I don't. When someone's online balance says 0 and the site identifies itself as Holzer, one should have a balance of 0 with Holzer. At the very least, patients should be notified appropriately. I selected "modification/discontinuance..." from the resolution drop-down because I sincerely hope that this is something your office sees as an extremely harmful practice. Please make Ohio businesses work for Ohio citizens. Please make Holzer stop double billing. If two entities are involved, they should inform the patient.
  
  If anyone feels the need to follow up with me, please email; don't call. I only supplied my phone number because it was required.

  Business Response

  Date: 11/12/2024

  November 12, 2024 
  

  Better Business Bureau 
  One East 4th, Suite 600 
  Cincinnati, Ohio 45202 
  

  Re: ********* ********* ********/Reference # ******** 
  

  To Whom It May Concern, 
  

  Thank you for contacting us regarding the concern filed with your agency by **** ********* ********* ******** under the date of November 1, 2024, but actually received by Holzer Health System ("Holzer") on November 4, 2024. 
  

  Holzer takes all concerns seriously and welcomes the opportunity to address them. The received concern notes that the services provided were similar in nature and no explanation was given regarding separate billing by the financial representative or the on the website. 
  

  The complainant's June 20, 2024, procedure was billed through a commonly utilized billing process approved by the federal government known as "provider-based billing." Under this form of billing, charges for different services rendered during a single visit or procedure are divided into separate categories, namely a bill from the facility where the service was provided and a separate bill for professional services rendered by the physician/provider. Holzer has been utilizing this billing method for almost ten (10) years. We apologize if this billing process was not clearly communicated to *** ********, and please be assured we will take additional actions to improve our communication of this billing method to our new patients. Holzer's current methods of notification of provider-based billing include, but not limited to, the following: 
  
  **Defined pathways for patients looking for assistance on Holzer's website based on the type of account number on the bill. 
  **Differentiation of the bills by indicating the sender as Holzer (the Hospital in ********** that bills for the facility fees) and Holzer Clinic, LLC (the entity that bills for the provider/physician professional fees). A statement included on the Holzer printed invoice that indicates provider services will be billed separately. 
  

  Please be assured that contrary to the statement made by *** ********, Holzer does NOT engage in any double billing for any services provided to our patients. Again, thank you for the opportunity to address this 
  concern. 
  

  Best regards, 
  

  Ryan F**** 
  Executive Director, Organizational Experience 
  ###-###-#### 
  ***************** 
  

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and am ready to give up. While I am surprised at a response, I am unsurprised to see reaction to "double billing." What I described is like double billing, and I asked that they be made not to double bill. Interesting that distinction wasn't noted. In conclusion, I am extremely disappointed that something so easily fixed is ignored. I understand it makes no difference to the individuals reading this response, but I am cancelling an upcoming appointment and starting the process of untangling myself from a business that so obviously cares more about money than people. 

  
  Regards,
  
  
  
  ********* ********* ********
  
  

• Initial Complaint

  Date:06/26/2024

  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.

  We recently had a baby at Holzer. The billing process was confusing because the charges were not itemized well and there were many different charges on many different account numbers. The charges did not line up with the insurance EOB's making it difficult to see what was paid by insurance and what was legitimate. There was also some confusion because the insurance wasn't set up on our baby initially so insurance took longer to recognize him as covered and pay his bills.
  
  Our goal was to ensure everything was legit and pay within 30 days to get the 20% discount. Because of how confusing everything was, we didn't get the discount on some of the bills (that we hadn't verified were legit and didn't pay within 30 days) and one of them got sent to collections. We have paid that bill, but didn't get the 20% discount and it's now going to affect our credit report. There is at least one more bill that we have been denied the discount on as well. I would like to have the credit report corrected and get the 20% discount on the rest of the bills.

  Business Response

  Date: 07/03/2024

  July 3, 2024 
  

  Better Business Bureau 
  One East 4th, Suite 600 
  Cincinnati, OH 45202 
  

  Re: *** *******/Reference #******** 
  

  To Whom It May Concern, 
  

  Thank you for contacting us regarding the concern filed with your agency by *** *** ******* under the date of June 26, 2024. 
  Holzer takes all concerns seriously and welcomes the opportunity to appropriately address them. The received concern notes that the billing statements associated with labor and delivery charges for *** ********* wife were complicated and inconsistent. He also stated they received multiple bills with varying balances. 
  

  Our documentation reflects that **** ******* spoke to a business office representative in May 2024, and a discount was offered to her for prompt payment for the charges related to the newborn's nursery care. The balance that was communicated during the initial conversation would have been a “self-pay" rate, which included a discounted rate for uninsured patients and an additional prompt pay discount. 
  

  On May 29, 2024, **** ******* called and relayed the infant's insurance information, and the account was updated. Please note that the patient balance would change after the insurance was added and any "self-pay" discount would be removed, and the insurance billed. Holzer bills through a process called provider-based billing. As a result, patients may receive two separate bills for one episode of care: 1. A bill from the facility and 2. A bill from the physician/provider. We apologize if this billing process was not clearly communicated. The accounts have been updated appropriately and submitted to insurance. New statements will be generated after insurance processing is completed. 
  

  Thank you for the opportunity to address this concern. 
  

  Best regards, 
  

  Ryan F**** 
  Executive Director, Organizational Experience 
  ###-###-#### 
  ***************** 
  

  
  

• Initial Complaint

  Date:03/26/2023

  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.

  December 18, 2021, I was in ******* and fell and went to an E R. I came home the next day and as I was on my way home, I received a phone call that I had a broken ANKLE and was told to go to a hospital to get it taken care of. I went straight to Holzer Urgent Care in ********** ****. I gave them the information. I was triaged and taken to get xrays. I came back and was told I would hear something soon and I left. I did not see a doctor. I waited and waited for days and finally on December 22, I traveled to *********** ** and my ankle was cast and set and was taken care of. Later that evening, I received a phone from Holzer and they said I need to call Ortho. That next day I filed a complaint because No one had contacted me or even seen me in the Urgent Care. I did not feel that I should be billed for a service that no one did anything to help me. During the year of 2022, I was sent to collections twice and I called the office where I had filed the complaint each time and was told it was taken care of. On January 26, 2023, I finally received a letter stating that my bills were to be paid that my complaint was unfounded. I called and emailed and I was told that the decision was final. I decided to speak with an attorney. One of the last emails, stated I could get my medical records for court, so I did. I am so glad I did. During their investigation, they said I came in with a boot on my foot, I DID NOT. The ER in *******, just wrapped my ankle. The most startling part was that when I received my medical records, I discovered they had did an xray, not of my ankle, but of my heel. Everything stated that I had come in with a broken ankle, but they took pictures of my heel. My heel was not broken!
  I feel I do not owe a bill when they took xrays of the wrong part of my body! If they would have, I would not have been hurting those 4 days waiting on a call from Holzer to fix my ANKLE!

  Business Response

  Date: 04/13/2023

  April 12, 2023 
  

  Better Business Bureau 
  One East 4th, Suite 600 
  Cincinnati, OH 45202 
  

  Re: ******** ****/Reference ID #******** 
  

  To Whom It May Concern, 
  

  Thank you for contacting us regarding the concern filed with your agency by *** ******** **** under the date of March 26, 2023, but actually received, by Holzer Health System ("Holzer") on March 27,  2023. 
  

  Holzer takes all patient concerns seriously and welcomes the opportunity to appropriately address them. *** **** initially contacted Holzer's Organizational Experience Department on December 14, 2021 requesting that all charges related to an Urgent Care visit be waived due to a perceived delay in communicating test results to her. This concern was investigated and *** **** was provided with a written response of our decision. We were disappointed that *** **** did not find this response to be acceptable. 
  

  Thereafter, *** **** requested to "appeal" this decision, and despite our repeated efforts to resolve her concerns, she continues to contest our responses with a new contention related to the perceived  care she received in the December 2021 Urgent Care visit-most of which were not raised in her initial concern. Indeed, the filing with your organization raises concerns not previously raised in her multiple prior submissions. There are numerous inconsistencies throughout her submissions and it is Holzer's position that we will be unable to ever satisfy her concerns, short of discounting all charges associated with this Urgent Care visit from 16 months ago, which Holzer does not intend to do. 
  

  *** **** has indicated that she has turned this matter over to her attorney for further action. Holzer will respond to any claims asserted in the appropriate forum. Holzer regrets that we have been unable to exceed *** ****** expectations for excellent health care and good faith attempts to achieve a 
  resolution. 
  

  Thank you for the opportunity to address this concern. 
  

  Best regards, 
   
  Ryan F**** 
  Executive Director, Organizational Experience 
  Holzer Health System 
  ###-###-#### 
  ***************** 
  

  
  

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** ****
  

  Customer Answer

  Date: 04/24/2023

  I went to Holzer urgent care with a broken ankle. 
  I went to Holzer on Friday April 20,2023   I got a disc of the X-rays and a copy of the report.  No X-rays were taken of my broken left ankle. The X-rays are of my heel and the X-ray report states my heel is fine, just a heel spur. 
  Not one person looked at my ankle at any point of the visit. 
  i was not aware of the X-rays being taken of the wrong part of my body until I received my  general medical report which was already attached, now I have the proof. 
  I should not pay for a visit or X-rays, when Holzer clearly did nothing to help me with a broken ankle. 
  
  
  

   

  ** i will call this morning to find out how to get this disc to you that you have this additional proof of the X-ray of the wrong part of my body  

   

  Business Response

  Date: 04/28/2023

  April 28, 2023 
  Better Business Bureau

  One East 4th, Suite 600 
  Cincinnati, OH 45202 
  

  Re: ******** ****/Reference ID#******** 
  

  To Whom It May Concern, 
  

  We received the notification of the additional comment submitted to your agency by *** ******** **** under the date of April 13, 2023, but actually received, by Holzer Health System ("Holzer") on April 26, 2023, concerning our April 12, 2023, filed response and attempt to resolve. 
  

  We are disappointed that our repeated efforts to achieve a resolution has not been successful. We stand by our response provided on April 12, 2023. 
  

  Please consider this as our final response to your agency concerning this claim. 
  

  Best regards, 
  

  Ryan F**** 
  Executive Director, Organizational Experience 
  Holzer Health System 
  ###-###-#### 
  ***************** 
  

  
  

  Customer Answer

  Date: 05/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I read the “final” response from Holzer. I am confused as to how they tried to resolve the issue. Did I miss something?  Every response has been I owe the bill!  No one has addressed the main issue that Holzer failed me as a patient!  They did not X-ray the correct part of my body!  But yet I owe a bill?  I am asking the Better Business bureau to please work on my behalf to help me understand.  I would love to come and meet someone in person so that I can personally bring all the evidence. I had to seek Medical treatment from another hospital that did X-ray the correct broken part of my body and set the fracture after holzer did nothing except bill me. 
  Regards,
  
  
  
  ******** ****