Complaints

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• Initial Complaint

  Date:03/01/2025

  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.

  I was charged $5,500 for a treatment stay at Lumiere Healing Center in **** ******** ** for treatment from 10/9/24 to 10/16/24. I was told the charge would be reversed when my insurance was billed. That never happened. Since November of 2024 and as recently as February of 2025, I have been requesting the appropriate insurance billing claim information so that this treatment could be charged through my insurance carrier **** ** *****. Despite over 10 attempts to resolve this issue, Lumiere has not reversed the charge, charged my insurance, or been able to provide me with the required information to submit to my insurance carrier so that I can be reimbursed. This was a "bait and switch" tactic to the best of my estimation due to their deliberate attempts to not provide me with the required medical billing information that is needed to have a claim processed. I have been deceived by their billing practices and have incurred a cost of $5,500 which should have been processed through my in-network insurance carrier, **** ** *****. I believe this was deliberate because my deposit payment is in excess of what the insurance carrier would have reimbursed the facility. I have escalated and exhausted all attempts to work with the billing department of the facility on this matter.

  Business Response

  Date: 03/24/2025

  *** ***** was admitted to Lumiere Healing Centers facility located at **** ****** ***** ***** **** ******** ** ***** as a self-pay patient in a private room on 10/9/2024.
  
  On November 12, 2024 he reached out to the billing dept requesting documents. I spoke to him on 11/16/24, he stated he needed a receipt from his stay at Lumiere so he can try and get reimbursed from his insurance. I sent him an itemized bill. 
  
  I spoke with him again 12/6/24 and he said the receipt wasn't sufficient he needed something else, so I then sent him our patient statement reflecting his payment, also I created a claim for him on a **** to send to his insurance. 
  
  I received an email from *** ***** 2/15/25, stating insurance is rejecting his claims because of incorrect code.
  
  I explained to him that the code was correct for his level of care and different insurances have different codes. He gave me another address, which doesn't match the address on his driver license on file, and I sent him another claim, with his updated address and just the revenue code. I told him there is nothing further I could do or send to him from billing. He then for the first time stated that "he doesn't know why we never sent claims to the insurance"., even though he admitted as self-pay and paid the self-pay rates upon admission. 
  
  He asked if I could back bill his insurance and I told him it is not our policy, but I will make an exception. At the end of our call, he told me he made a complaint and apologized for it and even stated "he had a good stay at Lumiere". 
  
  His claims were submitted to his insurance on 3/3/25 and they are currently in process. He was told there is no guarantee his insurance will make a payment.