Complaints

This profile includes complaints for Oklahoma Heart Hospital, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oklahoma Heart Hospital, LLC

  4050 W. Memorial Rd. Oklahoma City, OK 73120

• 

  Oklahoma Heart Hospital, LLC

  8121 National Ave. Suite 200 Oklahoma City, OK 73110

• 

  Oklahoma Heart Hospital, LLC

  4050 West Memorial Road, Third Floor Oklahoma City, OK 73120

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  Oklahoma Heart Hospital, LLC

  7800 NW 85th Ter Oklahoma City, OK 73132-3385

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  Oklahoma Heart Hospital, LLC

  530 SW 80th St. Oklahoma City, OK 73139

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:05/01/2025

  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.

  My wife went to the OK Heart Hospital ER in May of 2024. We received the bills, paid them in July 2024. Since then, OK Heart has continued to bill us and several months ago placed our account with a debt collector despite having received payment in full. (I believe they also owe me a credit).
  I have may dozens of calls to their business office since and have received "Supervisor Reviews" which have led to zero follow up phone calls as to my account status and no action with regard to pulling my account from the debt collector. This operation has poor systems and processes, but worse, complete disregard for their patients. There is zero concern on the part of their staff when they hear of my issue. Simply a "Supervisor Review" escalation which leads nowhere.
  
  I would not visit this hospital if I was having a heart attack and they were the last hospital on earth. It is not worth the headache this has turned out to be. I have since given up calling them because they do not care to resolve the issue.

  Business Response

  Date: 05/14/2025

  Good afternoon,
  
  I reviewed patient Jennifer Gregg's account, spouse of Robert Gregg and source of Mr. Gregg's complaint regarding OHH.
  
  Mrs. Gregg had a visit on 6/13/2024 as detailed by Mr. Gregg in his complaint, which generated a $725.56 deductible, as well as a visit on 5/19/24 which generated a $2210.93 deductible responsibility for Mrs. Gregg according to her insurance's policy. As the BBB is aware, we have no control over the deductible or patient portion amounts dictated by each insurer, however we are legally required to adhere to them since they are contracted agreements between us and the insurer, and between the patient and the insurer. Her visit on 5/19/2024 was billed for the hospital's portion on 6/25/2024 after her insurance processed and left the residual balance to her. Her visit on 6/13/24 was billed to her on 7/25/24 after her insurance processed. Please note, the patient potentially received accompanying physician bills from another organization outside of OHH. This email and outline of events are regarding hospital bills from OHH only.
  
  We attempted to contact Mrs. Gregg starting in July since she was the guarantor of the accounts. We attempted calls for date of service 5/19/24 on 7/17/24, 7/25/24, 8/3/24, 8/10/24, 8/22/24, and 9/4/24 to no avail. We attempted calls for DOS 6/13/24 on 7/25/24, 8/3/24, 8/10/24, 8/22/24, 9/4/24, 9/19/24, 9/27/24, 10/10/24, 10/18/24, and 10/26/24. Each call left a voicemail, with the exception of 8/22 when her voicemail was full. To note, we provide online patient portals to review balances directly on our website, a call-back number to our customer service team, links to the patient portal via text, and payment coupons attached to statements to send with checks/cash so we can match the payment to the correct account. The Greggs did not respond to any of these opportunities to pay their contracted patient obligation.
  
  On 9/10/24, Mr. Gregg called on behalf of his wife and gained access to speak to our team member about her account. For privacy purposes, adults do not have access to one another's accounts, even from the same household, without permission. This is important to note because this is the exact cause for being unable to find Mr. Gregg's payment under our routine process. 
  
  Mr. Gregg told our rep during that call that he made two payments, but we did not have it posted to Mrs. Gregg's account. Mr. Gregg created this issue through two actions on his part:
  
  He failed to pay the balance in full without setting up a payment plan. We require payment due in full unless payment arrangements have been made, which Mr. Gregg did not do, nor did Mrs. Gregg in the 20+ contact attempts between calls and texts we made in an attempt to collect this balance. Had they responded, we would have gladly set them up in a formal payment plan in accordance with our patient collection policy, or even offered them a prompt pay discount of 15% for paying their balance in full over the phone. Offering these options, as well as financial assistance screening, are all standard in our customer service calls.
  Mr. Gregg paid using his HSA, with his name, without a payment coupon, without human interaction, via our lockbox. Without identifying information for his wife's account, we cannot accurately or compliantly post the payment. To reiterate, we do not link adult accounts to one another unless there is a custodial situation, so there was no way to know Mrs. Gregg is Mr. Gregg's spouse when the HSA payment came in, or that her accounts were the intended destination of the payment. 
  
  Mr. Gregg was told on this call that we'd research his payment because we had no connection between his wife's account and the HSA in his name, so the rep could not find it on the phone; they escalated it to our cash posting team for additional review. We did let Mr. Gregg know if he provided proof of payment, it would help the research process. Mr. Gregg never facilitated anything to help find the transaction, such as a check number, payment history from his HSA account, receipt, etc. He called back on 9/26 stating he'd been making payments, again—not with a proper payment arrangement, nor with any account identifier to link his payment to his wife's account, nor with any receipt of payment for us to locate the transaction--exacerbating the missing payment issue. 
  
  We again told him we needed proof of payment to find the amount intended for his wife, and that his account was under review by our posting team in the meantime. This is standard in any banking and patient accounting system. Payments must be matched off multiple demographics for privacy and accuracy, and can be very tedious to locate without this "breadcrumb" trail to correctly match funds to open balances. It's truly a single transaction, without a source, in a bank account with over 30k transactions per month. I don't mean to use hyperbole or be dismissive, but it's literally a needle in a haystack when patients do not use the resources provided to swiftly process payments. He could have paid any time over the phone in any of these conversations, or utilized the payment coupon at the bottom of the statements, to avoid this confusion. We are no different than any other health system in this practice.
  
  We continued to reach out on the unresolved balance because the Greggs still had not provided critical information, all of which was sent with their invoices. At that point, we had no actual proof Mr. or Mrs. Gregg had paid at all other than their word. It is very common for patients to think they paid us, when in actuality they paid the ER doctor, the radiologist, or the anesthesia group. This is why we request proof of payment, at which point we stop the collection attempt. Most patients have no issue supplying a receipt when we run into a missing payment. This typically results in resolution within the hour, if not by the next business day.
  
  To note, even with the amounts Mr. Gregg said he paid, Mrs. Gregg did (and still does) have an unresolved balance. These collection attempts were valid regardless of the missing payments. And even without Mr. Gregg's cooperation, we still worked toward resolution on their missing payments without any record to go off of. It took until November to find these because we never received any transaction information to research them, despite many requests for the Greggs to facilitate this.
  
  Additionally, in his complaint, Mr. Gregg states he requested a call back but did not get one. Please see detailed account notes for contacts with Mr. Gregg and escalations back to our internal team who specializes in more complex accounts. There was ample communication back and forth with Mr. Gregg, all explaining the matter and continuing to request proof of payment to locate the missing funds. 
  
  In the interim, his HSA payment had been refunded in October because it was posted to Mr. Gregg's account with no balance, creating a credit. This is our only recourse when the HSA is in his name and we have no link to the open balance under his wife. We do not hold onto credits and reissued the amount back to his HSA on 10/12/24. We found the other payments on 11/21/24 through our research and transferred them to the correct accounts for Mrs. Gregg. Mr. Gregg then demanded a refund of $1000, which he was not entitled to, on 12/20/24. Our team escalated this to management, where we explained that his payment was returned to his HSA account. We legally cannot issue a check to a patient when the payment came from an HSA.
  
  Mrs. Gregg's account was subsequently turned to collections because the debt was still not paid in full, even after we located and posted the remainder of his missing payments. An itemized statement was sent to the patient in February to show this when he questioned the balance and refused payment again. Despite ample opportunity and outreach, the Greggs never paid the remainder of their balance and the formal collection process started. This is directly in compliance with the ACA to show our exhaustive attempts to recover the balance before starting the collection process, and before reporting bad debt. 
  
  Despite the accounts being owned by a collection agency, we continued to communicate the issue with Mr. Gregg, as shown in the notes. There was never a justification to pull the balance from collections since the payments had been posted and did not satisfy the amount due. Mr. Gregg suggests he has an 850 credit score (which is the highest score remotely possible to achieve), insinuating we will damage that; we even have call recordings of him screaming this at one of our representatives attempting to help. Despite his behavior, our organization does not participate in any aggressive or extraordinary form of patient collections, to include judgments against patients, liens, garnishments, or credit bureau reporting. Our standards exceed all state and national guidelines for this process to always err on the side of the patient. Unpaid balances returned as bad debt from our collection agency are written off as such, with no further action against the patient. 
  
  On 12/20/2024, our Risk department brought a post made by Mr. Gregg on the NextDoor app to my attention. The patient took to social media and engaged in potentially libelous statements, included within the email attached. As you can see from our records, we had attempted to work with him many times, all the way up to the day he made that post, when he called in again. Again, he did not accept our resolution (still insisting we owed him a credit). He also said he refused to pay the collection company and only wanted to pay OHH directly, however he must work with their agency to resolve the outstanding debt. 
  
  The email between my Risk department and our executive team is attached for transparency. Please forgive my candor as this was an internal communication, but it does showcase the extensive research and effort dedicated to this account. As referenced, Mr. Gregg's public statements about our organization are included, and are inaccurate and inflammatory at best, defamatory at worst. Some of the commenters adding to it are speaking of Mercy, which may have part ownership in our organization, but is completely unaffiliated with our finances or billing. It is unfortunate patients do not realize this and associate us with experiences there, only to be fueled by Mr. Gregg's post. 
  
  It is equally unfortunate patients are not better equipped to research their insurance liabilities for they policies they elect. Mr. and Mrs. Gregg have full access to the EOBs from their insurance carrier that show their patient portion. They could easily have deduced they did not pay the amount from their insurance directly, in addition to the multiple communications we sent showing what was still outstanding. We posted the payments long before the account went to collections, through no assistance of the Greggs themselves, leaving them ample time to pay the remainder after the balance reconciled. 
  
  To summarize, here is a synopsis of the transactions made on Mrs. Gregg's accounts:
  
  $2210.93 total due per her EOB for 6/13
  $725.26 total due per her EOB for 5/19
  $1000 paid by Health Equity on 1/13/25, posted to 6/13 account, bringing balance to $1210.93
  $200 paid by credit card on 2/28/25, bringing balance to $1010.93
  $1000 HSA from Health Equity paid to Robert Gregg's account due to no payment coupon attached on 8/23/24
  $1000 refunded to Health Equity 10/12/24 on check #1200142831; confirmed check cleared our bank on 12/20/24 after Mr. Gregg's claims we owed money for this
  $274.54 paid on 8/23 by check, transferred to the 6/13 balance on 11/21 after we located it, bringing balance to $736.39
  $725.26 paid on 8/23 by check, transferred to the 5/19 balance on 11/21, bring that account's balance to $0
  
  Mrs. Gregg still owes $736.39 on DOS 5/19/2024. I have included the itemized statements on both of Mrs. Gregg's accounts, and the old account belonging to Mr. Gregg where his payments posted because he paid with his HSA without a payment coupon. These are the exact documents mailed to them to show where all their payments were posted and what was still outstanding. 
  
  Please let me know what I can answer regarding this. We understand the patient billing process is confusing and sometimes upsetting, however we do our very best to make it accessible and convenient through multiple means. We cannot control the balances left to our patients by the insurance carriers they choose, but we do offer assistance applying to public programs like SSDI and Medicaid, COBRA (where we even assist with premiums), and our financial assistance program (which is not required since we are not bound to 501(r) guidelines, but we still offer). We also have a free clinic for patients who are uninsured and extensive outreach programs for the rural parts of our state. As you can see, we take pride in assisting patients clinically and financially, so Mr. Gregg's statements are very damaging to our mission and are not a true reflection of what transpired on Mrs. Gregg's accounts.
  
  Respectfully,
  
  
  
  Ashley Kucinsky, MHA
  System Director, Revenue Cycle
  
  Oklahoma Heart Hospital
  
  7800 NW 85th Terrace
  
  Oklahoma City, OK 73132
  
  Phone (405) 972-7387
  Email  [email protected]
  

  Business Response

  Date: 05/15/2025

  *Correction—Mrs. Gregg still owes $736.39 on date of service 6/13/2024. I accidentally listed 5/19, but that one is paid in full.
  

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  I received services from Oklahoma Heart Hospital in 2021. Since then, I have had nothing but issues. My insurance had denied the claim for a medically necessary procedure. There were apparently TWO separate bills for this procedure (one from Oklahoma Heart Hospital and another from Oklahoma Heart Physicians), and I have only ever received the bill from Oklahoma Heart Hospital. At one point, I started receiving calls from a debt collector stating that I owed money to OHH, for a bill/statement I had never received, which nearly ruined my credit. After again going back and forth with OHH, this was removed from my credit report. This was March/April 2022. It is now October 2022 and I am continuing to be harassed with constant automated calls from OHH but each time I call them back and ask to speak with a supervisor, I cannot get ahold of anyone. *** was supposed to submit an appeal to insurance on my behalf for this denied claim. I requested this appeal multiple times and spoke with multiple representatives. Each time I called, I was told something different every time, leading me to start documenting each phone call. Finally, after months and months of going back and forth with OHH, an appeal was submitted on my behalf. However, the appeal was again denied by insurance. This was a procedure that was specifically requested by my neurologist and I am almost certain that OHH did not send the correct medical documentation supporting this, hence why the appeal was denied. Fast forward, I finally signed up for a payment plan with an OHH customer representative to pay off the balance. I get a call a few days later saying that I still owe them money and they have no record of a payment plan. I am beyond tired of the miscommunication and mismanagement of my records and billing with this facility. My next step will be legal action against Oklahoma Heart Hospital if this is not resolved SOON AND QUICKLY.

  Business Response

  Date: 10/12/2022

  The account has been reviewed. We are adjusting total charges and will be refunding the consumer any payments she may have made.

  Customer Answer

  Date: 10/18/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:08/29/2022

  Type:Order 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.

  Had a stress test done that turned out to e faulty and resulted in my doc requesting g that I go to ER in OKC for heart test. I’m disputing charges on my bill and not getting a response. I am forced to pay the bill now So it doesn’t end up in collections. I’ve made multiple attempts to resolve this. Customer service is a hit or miss, the last one was terrible (Kimberly) I’m dealing with Toni patient relations and now he’s not returning my calls. This has been going on for months. Now I’m forced to spend all this time to get it resolved using the proper channels before taking legal action. Thank you,
  

  Business Response

  Date: 09/28/2022

  see attached

  this complaint is for oklahoma heart hospital and not Mercy Ardmore 

  Business Response

  Date: 09/28/2022

  Acknowledging receipt of compliant. Reviewing.

  Customer Answer

  Date: 09/29/2022

  DOB 09/01/1967.
  thank you,

  Business Response

  Date: 10/12/2022

  Per review of record by Medical Review care was appropriate. I will reach out to the patient-consumer.