Complaints
This profile includes complaints for ProMedica's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 55 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23539287
I am rejecting this response because:I have talked to your organization over 40 times and last week we did a three way call with Medical Mutual and your billing office and your billing office said there is nothing they can do to solve the problem. They blame the billing office which is not just one at least five and the billing office said they change it every time but keeps billing the wrong entity. This is an IT problem and your company chooses to ignore it.
Sincerely,
**** ******
Business Response
Date: 07/02/2025
Thank you for contacting customer service. We apologize for
the inconvenience. It appears that a Medicare questionnaire that the office
completed is showing Medicare as secondary. Please call customer service at
844-373-0871 so we may go through the questionnaire again, to ensure it shows
Medicare as primary. This would be the reason there have been issues with your
billing. At this time, it appears all claims have been billed to Medicare
primary and MMO as secondary.Initial Complaint
Date:06/05/2025
Type: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.
My son had his tonsils removed in March of 2024. after receiving the medical bill I had tried to set up a payment plan. I was told I could apply for financial assistance which I did 2 times. Sending in the documents that were asked about. I was denied both times. I received a letter from collections I tried to make a payment using my HSA and they will not accept payment from an ***. I have been tried to make a payment to ProMedica I have tried to make a payment to collections. I just want to pay this with my HSA and no one wants to work with me. I have contacted promedica and they say there is nothing they can do. I spoke with the collections agency and they wont take my payment.Business Response
Date: 06/05/2025
I reached out the guarantor via phone to discuss issues and resolution of balance. She will contact the collection agency to setup a payment plan using her HSA card. The attorney's office is unable to process HSA payments. She agreed that we have resolved her issues. She is aware that complaint will be closed.Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23357085
I am rejecting this response because: I had spoke with *** at the ******************* and she stated that I could not be billed and I would have to pay upfront. I offered to pay something upfront, and the rest be billed. Again *** told me no and she would have to cancel my appointment and once my insurance got straightened I could be seen. I dont understand why I was turnt away, especially with being a minority woman. To reschedule an appointment I would have to wait months just to be seen.
Sincerely,
****** ******Business Response
Date: 05/23/2025
Thank you for contacting Promedica ***************** We apologize for the inconvenience and miscommunication. We have reached out to the operations director for the practice. She indicated that you may be seen by the office as a self-pay patient. They do quote you what your estimated balance will be. She did indicate that if it is not paid at the appointment, we would send a statement for your portion. After your appointment, we can also screen for financial assistance to help with your bill. It is based on household size and gross monthly income. Please reach back out to the office to re-schedule your appointment. Again, we apologize for the inconvenience.Business Response
Date: 05/29/2025
RECD F/U TO BBB COMPLAINT: I am rejecting this response because: I had spoke with *** at the ******************* and she stated that I could not be billed and I would have to pay upfront. I offered to pay something upfront, and the rest be billed. Again *** told me no and she would have to cancel my appointment and once my insurance got straightened I could be seen. I dont understand why I was turnt away, especially with being a minority ******** reschedule an appointment I would have to wait months just to be seen.
RESPONSE TO PATIENT: Again, we apologize for the inconvenience and miscommunication. The appointment notes indicated that you had requested to cancel the appointment. As previously stated, per the operations director, please reach back out to the office to reschedule your appointment. You will be able to make a down payment at the time of service and be billed for the remaining balance. If you have further questions, please contact the office directly.Initial Complaint
Date:12/03/2024
Type: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.
12/3/2024. Promedica scheduling department, agent "******". ****** spoke so low that I couldn't not hear her and kept asking for her to speak louder in which she would not. She sounded like she was sitting in a recliner watching tv and I was bothering her with trying to schedule my appointment. At the end of my conversation I told her that it's a shame that she hates her job so much that she was not willing to speak more clearly and louder so that we can get our business taken care of. Very unprofessional and is in need of further training on customer service.Business Response
Date: 12/18/2024
This complaint was responded to previously on 12/3/24 around 4:20pm:
Thank you for contacting customer service. We have forwarded your concern to the appropriate department for further review.I just reviewed the complaint filed with the appropriate department. They have tried contacting the patient 12/13/24, left message; 12/18/24, left message. They also mailed an unable to reach letter on 12/17/24. Once received, the patient will have the follow up contact information to discuss this further.
Initial Complaint
Date:12/02/2024
Type: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 very disappointed that my financial assistance application has not been approved and I have been following all the right protocols since the date of charge, which was in April. My balance is ******, I have emailed, mailed, phone called, nothing significant has happened, and I have reason to believe they sent my balance to collections. If not that, at the very least they are in contact with them, as I have gotten letters from a *********************** It hasn't been a full year since my transaction, and my balance on the site MyChart says zero dollars, yet I got an email 11/27 requesting more documents from ProMedica, upon which I sent these documents and no reply. So I haven't been approved for financial assistance, yet my balance says zero, yet ProMedica is still requesting information. It is very confusing as to if they sent it away.. either way it should be resolved with ProMedica because it is their fault for the lack and delay of communication. My income is less than 10k a year, less than 1000 a month, and on the website it *****% says Im in the approved bracket for financial assistance and I should not be responsible for any balance owed. I have sent them the info of my pay stubs of months prior and months after the initial charge. I need this resolved -- I was wayyyy overcharged in the first place, and it's very infuriating that when I went in I was told by front desk it was 100% covered by insurance. My reaction to a bill that high after being told that it would be free is NOT good. And this going on for this long, getting letters from debt collections when I've followed all the right protocols... someone needs to get in contact with me and make this right before I consult the department of health. I can be contacted via email ***************** or phone ************.Business Response
Date: 12/02/2024
Once a balance goes to collections, it will no longer show on a patient's account. Balances receive four statements prior to collections. The last statement was 9/2/24 and the account went to collections on 10/9/24.
A letter for financial assistance was sent on 11/27/24 requesting additional information. Due to the holiday and limited staffing, emails are being handled in the order they were received. I did review with financial assistance, and they indicated that the email was received. However, it only contained screenshots. They are indicating that they are needing the actual paystubs for the timeframe requested. Please email the requested documentation for further review.
Due to the nature of the charges, this is not typically covered in full by insurance. We apologize if there was miscommunication. Also, we have set charges for all services, regardless of insurance status.Initial Complaint
Date:11/07/2024
Type: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 a visit with ****** *******, NP on 10/30/24 and he was very unprofessional and left the visit uncompleted while proceeding to bill the insurance company for a full visit. I could hear the conversation between him and the nurse who brought me back to the room, and he was responding to her in a demeaning manner and implied that he did not believe what I had told her. Once he was in the room with me, no part of a physical assessment was done. He only focused on my weight, asking if I count calories, and I responded that I had been dealing with a weight issue my whole life. This seemed to upset him and he responded by shoving paperwork in front of me without explanation and exited the room. The nurse he had with him looked just as confused as me. A note was then written stating that he was canceling prescriptions. However, I just received a call from my pharmacy and he had ordered a medication that I have never taken before, nor was discussed during my visit. My wife and I have both contacted this office multiple times, leaving voicemails, without response. I have been a patient in this office for about 12 years; my primary doctor retired so I decided to see ***** *******, NP. I have never had a more horrible experience and will not return. I request that his services, or lack thereof, be reimbursed to my insurance company.Business Response
Date: 11/07/2024
Thank you for contacting customer service. Your care concerns will need to be reviewed by the appropriate department. We have forwarded your concern for further review. They will be in contact directly with after the review is complete. Please allow approximately 30 days for the review to be completed.Initial Complaint
Date:10/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because:
My son's balance was paid in full. Not sure what account you're referring to. Please see attached screenshots for the only open account i am seeing for MYSELF. I was told by your representatives that the accounts were adjusted at 100% and am questioning/demanding this account be adjusted as well. I have sent every paystub for 2022 and 2023 I'm not sure what more you could possibly need at this point but this is ridiculous. I have gotten the absolute run around and at this point I don't think a single representative knows what they are talking about or are even looking at my account or the constant communication i have been having with you all.
ng it was a mistake and I should have never been told that. I am not working and cannot pay any more than what I've already given to promedica. I expect ky balance to be resolved/adjusted immediately.
Sincerely,
Marissa MattinBusiness Response
Date: 10/08/2024
Thank you for contacting customer service. In reviewing the notes for your applications, it appears the original submission was not completed correctly. We show that two new applications for yours and your child’s inpatient visits were sent. The application for your son was incomplete. We would need a new completed application and copies of all gross income documents for yourself and his father for April, May and June 2023.
The applications for your accounts were reviewed and the accounts have received a 40% adjustment. To review for a higher adjustment, additional information would be required. We do have guidelines and policies we must adhere to, in order to review for financial assistance.
We have forwarded your information to our financial assistance team for further review. They will be in touch directly to discuss.
Business Response
Date: 10/10/2024
Our
financial assistance representative has reached out by phone and secure email.
The current balance is from your inpatient visit from 2023. You qualified for a
40% adjustment per our policy and guidelines. The previous email received was regarding
your outpatient services from 2022. The current balance remains due, per our
policy and guidelines. Please feel free to call customer service to setup an
interest free payment plan for your remaining balance.Customer Answer
Date: 10/11/2024
Complaint: ********
I am rejecting this response because:I worked at the same company with the same pay rate. I actually made less in 2023 because of maternity leave, dropping down to part time, and being laid off. If one account was adjusted to 100% they all should be. I have told you all numerous times that I am no longer working and am not able to make payments hence the application for financial assistance. I was making payments during the duration of my employment and notified your financial assistance department when I lost my job. I expect the balance to be adjusted to 100% like the previous accounts have been. I'm not sure why this is so difficult.
Sincerely,
******* ******Initial Complaint
Date:10/01/2024
Type: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.
Complaint: ********
I am rejecting this response because this matter has already been submitted multiple times to the billng department and they can not get it done. This absolutely must be escalated to someone at a corporate level or the head of the billing department, so they can oversee this matter. I have spent months with no results by doing the same thing you are suggesting as a solution. This needs to end! Please escalate this to someone who knows what they are doing when billing for urgent care visits!
Sincerely,
******** ******Business Response
Date: 10/03/2024
Thank you for contacting Promedica customer service. I have forwarded this information to the billers for further review. While under review, they have removed the balance from patient liability and have reached out to the insurance. This review/process can take 7-10 days. Please feel free to call customer service at that time for an update, ************.Business Response
Date: 10/08/2024
This was reviewed by the billing supervisor The amount of $257.45 that was due was for labs, not the urgent care visit. Your insurance applied the labs to your annual deductible. We did bill the claim correctly.However, as a one-time courtesy, we have adjusted the balance due. Future visits to the same facility may result in a patient liability, which you would need to appeal with your insurance, if you disagree. Again, this is a one-time courtesy.Customer Answer
Date: 10/08/2024
Complaint: ********
I am rejecting this response because there is no listed amount as to what the adjustment will be. Please list what the new bill amount will be and I will accept the resolution.For reference, my wife and I both went to an urgent care to get tested for strep. She went to a community urgent care and I went to the promedica facility. We both got strep and covid tests. We have the same insurance. She was charged a $20 copay from the urgent care she went to. I was charged $257 by promedica.
Additionally, my insurance company told me that ProMedica filed the wrong forms and billed through the wrong location (Toledo Hospital).
I am satisfied with a billing adjustment as a resolution and appreciate that this matter can be put to rest. However, I wanted to explain why I felt the bill was incorrect because the difference in billing between the two urgent care locations are *****, along with my insurance carriers comments.
Sincerely,
******** ******
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