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:01/20/2023
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 have been making payments to medical bills and missed an October payment. When I was contacted, I was told I needed to make additional payments in December to account for my missed payment or I would be sent to collections. My monthly payment is $200. In December, I made $650 worth of payments to ensure it would be brought up to date. I spoke with someone that worked in Promedica’s billing department and was told I am considered an excellent payer due to the size of my payments. I have amazing credit and now will have this show on my credit report. against me. The last payment was made on December 22, and the account was sent to collections on the 2nd of January. I would like my account to be pulled back in to Promedica so I can finish paying!
Business Response
Date: 01/20/2023
The payment plan was assigned to collections at 7:30 am on
12/28/22. This is the same day the additional $250.00 payment was received,
around 9:43 am. As a one-time courtesy, we will remove the accounts from
collections and re-establish the payment plan. Please make sure to submit the $200
January payment no later than 1/31/23. If any payments are missed in the
future, and the account defaults, we will not remove from collections. There are additional balances that are not
included in the payment plan. Please call customer service to update the plan.Initial Complaint
Date:01/20/2023
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: ********Firstly, I appreciate your prompt response. I filed the complaint due to the fact when I reached out to Promedica records directly asking for this information, the information that was sent to me did not include the copy of the physician's order, the speech evaluation, the plan of care, or all of the treatment notes for services billed. So I am wondering if this is how the information is being sent to Tricare as well. I am hoping this can be resolved with a single point of contact as I have called and spoken to several individuals in the last few YEARS and had no continuity in resolving the issue - so thanks again.
I am rejecting this response because: additional accounts are in collections for the same reason (lack of information sent to insurer). (BBB closed my other complaint so they could all be filed under one complaint number.) There are other accounts also in collections for Speech Therapy visits from June 2021 - September 2021. Aetna is awaiting information from Promedica with the proper diagnosis code. My son's original diagnosis from December 28, 2015 should suffice to meet this request, however Aetna states that Promedica has not responded to their information requests needed to process these claims. At least 2 accounts are currently in collections with Key Bridge. If this could also be looked into it would be appreciated.
Sincerely,
***** **********Business Response
Date: 01/20/2023
We
are showing our billing representative called Tricare on 3/25/21, spoke with
***** and she stated all information needed was submitted and was in processing
as of 3/11/21. Stated it could take 30-45 days. Nothing was ever received back
from the insurance.
We
will send this to the biller again for further review. Please allow additional
time for the review to be completed. We have placed a hold on the account with
the agency at this time, while we resolve the account. Once resolved, we will
request the credit bureau correction.Business Response
Date: 01/20/2023
We have sent the additional visits to the biller to review
with Aetna. We have also placed those on hold with Keybridge. All three
accounts have been requested to be removed from the credit bureaus, if
reported.Customer Answer
Date: 01/20/2023
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.
Sincerely,
***** **********Initial Complaint
Date:01/18/2023
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:
I have recieved TWO statement letters, not one as they suggested. I was warned yesterday I only have two left since two were already sent before I am sent to collections. The rep was extremely rude and I have had ongoing issues with ProMedicas bikking department.
t should be investigated.
Sincerely,
******** *********Business Response
Date: 01/18/2023
The patient has only received one statement for the $125
balance. We would send four statements before an account would be eligible for
collections. The last statement would be a final notice and the patient would have
30 days to have the account resolved. We suggest that the insurance company
contact us if they are reprocessing the claim due to their error, at which
point we can remove the balance from patient liability until resolved.Business Response
Date: 01/18/2023
The most recent statement from 1/5/23 was a new first
statement. There would be three more statements. We can place a temporary 30
day hold on the account. However, again, we suggest that the insurance company
contact us if they are reprocessing the claim, due to their error, at which
point we can remove the balance from patient liability until resolved.Initial Complaint
Date:01/17/2023
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: Two payments were made in Sept, as well as a payment in Nov. The collection agency used by ProMedica said it's common practice for Health Care Providers to push accounts that are six months old to collections regardless of payment history. Which is concerning since there are more bills to come. The Jan bill arrived before an EOB, which caused me to believe I was paying on the original bill. The fact that ProMedica will not own up to its accounting mistakes, purposefully misleads or misguides its customers and can't or won't follow its own mission statement of "to improve your health and well-being", I will not accept this matter as resolved.
Sincerely,
***** ****Business Response
Date: 01/17/2023
Payment plans are required to receive a payment each calendar
month. We did not receive a payment in October. The missing payment was then 60
days delinquent and the payment plan defaulted to collections on January 7th.
The payment received on 1/16/13 did apply to a new balance, as there was no
longer an active payment plan.Business Response
Date: 01/17/2023
As a one-time courtesy, we can return the account from collections. However, before doing so, the missing December payment will need to be made. Upon agreement from consumer, a representative will reach out to obtain the payment and remove the account from collections. At which time, we can re-establish the payment plan and add the new balances. We strongly recommend an automatic payment to prevent missing payments. If the payment plan were to default again, it will remain in collections and not be removed.Customer Answer
Date: 01/18/2023
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.
Sincerely,
***** ****Initial Complaint
Date:11/28/2022
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.
ProMedica is unwilling to work with me about a payment plan for what I can afford. I was willing to make payments but according to ProMedica they were not significant enough. I wasn’t working and a new mom. They just send you straight to collections because I can’t pay what they wanted you to pay!Business Response
Date: 11/28/2022
Tell us whHi Ms. *****,
Thank you for contacting us with your concern. ProMedica has
set guidelines for payment plans and the amounts that are acceptable for a patient’s
balance, if you fall delinquent, accounts are subject for being placed with
collections. Upon review of your
account(s), you had a payment plan set on 6/28/22 and your payments fell
delinquent, which was shared with you during a call on 9/9/22. You missed June
and July payments, you paid extra in August but it was not enough to cover the
missed months. Also, your payment in September was a partial payment. For these
reasons, your accounts were assigned to a collection agency. Collection
agencies have acceptable payment plan guidelines. Please reach out to the collection
agency to set up payments. If you are within good standing, it may not affect
your credit. For additional concerns, please reach out to the collection agency
or to Promedica Customer Service at ************, Thank you. y here...Initial Complaint
Date:11/14/2022
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 a 71 year old male patient from Adrian, Michigan. I went to Hickman Hospital in Adrian (a Promedica hospital) on three occasions this year (2022). On June 23, I went to the emergency room with heat exhaustion. On September 6, I went in for a colonoscopy (where I was treated like a piece of meat). On September 11-13, I was admitted for a second colonoscopy, because I was bleeding (a lot!) after the first one. But my complaint here is not about the perfunctory and often cavalier treatment one receives at this hospital, but about their incompetence with billing.
During the intake interview on June 23, a young woman took down my insurance information. My insurance is Medicare, with Tricare for Life as a secondary (I am retired Army). She apparently wrote down Veterans Administration--which I have never used except to obtain hearing aids.
In August (iirc), I received my first co-pay bill from the VA, because they had paid the bill sent (wrongly) from Promedica. I called Promedica to correct the error, and they first tried to fob off the problem on me, by saying I should call Tricare and the VA. I finally prevailed on someone to understand that the problem originated (and continues to originate) from Promedica, who billed VA instead of Medicare/Tricare. They assured me the problem would be corrected.
Nonetheless, the bill for the two colonoscopy anesthesias was sent to . . . you guessed it . . . VA. More co-pay bills arrived at my house. I made five more calls as these bills continued to arrive in the mail, each time with assurances from the same CS staff, each time with the same result. This Friday, I received my first bill with overdue charges from the VA, meaning Promedica has fobbed me off yet again with sweet words of reassurance and a total lack of remedial action. As I write this, I am waiting for a call-back for the seventh time in three months. Promedica still hasn't paid back the VA and redirected my bills to Medicare/Tricare.Business Response
Date: 11/15/2022
Hi Mr. ****,
Thank you for contacting us with your concern. I apologize for the inconvenience. Upon review of your accounts, I am seeing that your services for June and September are being processed with Medicare and Tricare as you advised. The charges are still pending insurance and no billing statements have been sent out from ProMedica to you. Please allow time for the accounts to process. As far as the refund to the VA, there are notes on your accounts from the times you have called CS and the billing team is working to correct. If you have any follow up questions, you may contact customer service at 844-373-0871 M-F beginning at 8am. Thank you.
Initial Complaint
Date:11/11/2022
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:I have made several calls to ProMedica and have been unable to get anyone to assist. They even acknowledge it doesn't look correct, but said I'm now in collections. My sons name is
***** ****** 11/02/2007
ProMedica customer care email as well as executive emails with zero replies or assistance. I would expect ProMedica to remove any credit collections and offer an apology for this, but at the least, give me credit for paying this as required.
Sincerely,
**** ******Business Response
Date: 11/15/2022
Hi Mr. ******,
Thank you for contacting us with your concern. I apologize for any inconvenience and would like to assist. However, your sons account information is needed to review further (at the least, his name or account number). Due to HIPAA, you may not wish to share his information on his platform. You can call ProMedica Customer Service and ask for a supervisor at ************ so someone can review the account(s) and collection agency information and best answer your inquiry and concerns. The department is open M-F beginning at 8am. Thank you.
Business Response
Date: 11/22/2022
Hi Mr. ******,
Thank you for your patience while we had your concern reviewed. The account has been returned from collections, the billing team corrected the issue with the way your HSA payments posted and the correct contractual has been applied which now reduces your balance. You will receive a new statement reflecting the new balance and you may call in to set up payments on your balance or pay directly to ProMedica. For any additional information regarding your account, please contact Customer Service beginning at 8am M-F at ************. Thank you.
Customer Answer
Date: 11/22/2022
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.
Sincerely,
**** ******Customer Answer
Date: 11/02/2023
[BBB Transcription via Duplicate Complaint]
This is the 2nd time I have had to file this against Promedica and prove I am making the monthly payments. My previous complaint is #********. I have been making payments every month except this past April when , for some reason, I stopped getting Bill statements. I havent received a single Bill since March '23. Once I realized they weren't coming, I resumed paying on my own using the old statements. I noticed in Sep that I could not make a payment on the website and again in Oct. so now I called they told me it was sent to collections in Sept. due to missing April's payment. This is absurd and Promedica should be ashamed. I think I owe around $400 after paying on this for over 3 years and the fact that they sent me to collection AGAIN without even contacting me is ridiculous. I am ready to pay this off, but I refuse to have collections on my perfect credit due to Promedica's inability to have any customer service or follow up. I need to know when this is corrected and when I can pay Promedica what is left and finally be done with this company. I am in no way deserving to be collected on or treated like this from such a company.
Business Response
Date: 11/02/2023
We are showing the account was not set on a formal payment, rather an informal plan as you were making monthly payments. However, we shows that a payment was not received in April. Once a payment is missed, you technically have 60 days to make up the missed payment. We show the last payment received was in August.Since no payment was received in September and October, the informal plan was terminated. Due to the balance, the account was automatically sent to collections without further review. As a one-time courtesy, we can remove the account from collections and establish a formal payment plan. This will need to be an automatic monthly payment in order to do so, or to make a payment in full for your account. If you pay in full, the agency will be notified that the account is a zero balance. Since this account just went to collections, this is not in jeopardy of negatively effecting your credit. The account will be noted of this information. Please call customer service at ************ and reference your account number. Any representative you speak with will be able to assist you.
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