Complaints

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

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  High Lake Health Care

  929 SW Simpson Ave Ste 300 Bend, OR 97702

• 

  High Lake Health Care

  2175 NW Shevlin Park Rd Bend, OR 97703-7101

• 

  High Lake Health Care

  PO Box 1517 Pendleton, OR 97801

• 

  High Lake Health Care

  354 W Adams Ave Sisters, OR 97759-2619

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  High Lake Health Care

  2088 NE Kim Ln Bend, OR 97701-6588

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:09/19/2024

  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.

  I just got a bill August 30, ************************************************ August 2023. Praxis never even sends me a bill themselves and is the first bill received ever for this.Say this because this is the second time this has happened. Always gave Praxis my insurance card and ID number when service was done.Praxis cannot bill a patient directly and just apparently goes through collections ALWAYS to sends bills that are way after a service is done about a year. As spoke to ********* at Praxis stated, "well service was done 1 year ago, so doubt if can adjust this eventhough you have ********** And said," you will have to pay the full balance."Sounds like a medical provider scam to me. Cannot trust Praxis. All should stay away! Cannot afford the bill received from *********** stating I owe $1036.56. Also spoke to **** and said owe the full amount, although letter is dated 7-25-2024.Spoke to ***** and said would look into the account but said looks like I owe $137.56 and was already reported to a credit agency. Cannot afford ANY disputed amount and is why am on Medicaid!Cannot trust Praxis.

  Customer Answer

  Date: 10/27/2024

  Saw Pacific Medical Group (Praxis Health) and was told the amount charged to me was sent to be removed by collections and owe nothing. Keep getting bills and just called the collection agency, speaking to several people whom have recorded names and insist I do owe plus interest over $150. 
  

  The thing with Pacific Health - Canby is I have NEVER ever received a bill from them just collections! Not a good way to do business and left this office cause of this. Too bad.

  **** *****

   

   

  Business Response

  Date: 10/30/2024

  Hello *******,
  My name is ****** *******. I work in the ************** area with the ************* I went and did an investigation and found there was a billing error for **** *****. I went and corrected it. We sent a notice to the collections agency on October 23rd and canceled it. The patient shouldnt receive anymore bills. Thanks for working with ****** and bringing this to our attention. 
  

  
  

  Customer Answer

  Date: 01/07/2025

  The complaint is still there. The company has NOT resolved this case as contacted the collection agency again after receiving a notice of a bill due! This company needs to contact the collection agency as does not care if have ******** as did when went to this practice.
  

  Business Response

  Date: 01/07/2025

  Call Credits the ****************** They have already canceled collecting the debt. There has been no contact with the patients since September. Our own accounts receivable hasn't reached out to her either. This also does not affect her credit. Please have patient call ************* directly to get information from them if she believes they are contacting her. 

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Following my wife's passing in July of this year I have been struggling with profound grief. In my attempt to seek help I found a behavioral health link to High Lakes (Praxis) Healthcare in ****, **. My first call to the behavioral heath ****** [**************] was on 12/8/22 at which time I reached their voicemail. I gave my name and phone ****** and a brief description of my need for grief counseling. Their recorded message stated a return call would be made that same or next business day. As I did not receive a return call I placed another the next day (12/9/22) hearing the same message but without a return call. On Monday morning (12/12/22) I attempted another phone call and with no answer again I decided drive to their location with the hope of speaking with someone from the behavioral health group. *****, the receptionist, was pleasant and messaged to someone to come out to speak with me. A woman, whose name I cannot recall, from the behavioral group came out to speak with me. I began by expressing my angst that despite my numerous phone calls no one ever answered or returned my calls. Her reply was "It's not my job to answer the phone". She also offered the observation "You seem angry". More than angry I was emotionally distraught. At no time during our brief conversation did she ask the nature of my emotional needs but went on to say if I wasn't seeing one of their PCP's I could not access their behavioral health services. After that I made my emotional departure. To summarize: 1) Was my phone call not returned because my name and phone ****** was not in their patient EHR or is it their practice to routinely not return calls? 2). Had I simply received a return call explaining eligibility requirements for access to their behavioral health services I would have continued my search elsewhere. 3). In the midst of the complicated grief I'm enduring this experience showed a lack of compassion on the part of Praxis and simply added to my grief and anxiety.

  Business Response

  Date: 12/20/2022

  Hello ********************,

   

  I am truly sorry for your experience, and please know that is not the level of care that we aim to provide to our community, regardless of being an active High Lakes patient or not. I have personally followed up with each of the individuals involved. From the employee who failed to return your phone call, to the employees you spoke with when you came into the clinic. I have completed a thorough investigation on my end of the standards and expectations of care with everyone involved. This cannot go back and make up for the experience that you had or the way you were treated, and for that I am truly sorry. If at any time you would like to seek care through one of our clinics, please do not hesitate to reach out. Our main *********** is ************. If there is anything else that you need from me, you may call me directly at ************. Thank you and again my sincerest of apologies, Becca 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18567983
  
  I am rejecting this response because: 1). The individual responding from High Lakes (Praxis) ************* her name as "Becca".  

  -What is *****'s last name and title at High Lakes (Praxis)?

  2). I believe I deserve an explanation for why my phone calls were never returned.

  -Were they not returned because my name/phone number were not in their EMR?

  3). To whom at High Lakes (Praxis) did BBB submit my claim and at what level of their administration/management was this reviewed?

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  On 1/25/22 I was victim of a medical mistake at the hands of a doctor at ********************* which resulted in a significant injury that required immediate surgery. On 4/11 I filed a complaint with High Lakes Health Care asking them to assume responsibility for all related medical expenses I have incurred since my 1/25 appointment (approximately $7,000 after insurance). I spoke with a representative in both billing and patient accounts and finally was contacted via telephone by *******....a *********************** and Gynecology) on 5/19. M....a expressed her apologies and promised she would find a financial resolution quickly. She indicted she could hold/reimburse all bills from High Lakes, but bills from outside entities related to the medical mistake had to be reviewed by the ***************************** ProAssurance. I phoned M....a (she did not share her email) 3 times between 5/23 and 5/31 to inform her I had yet to hear from ProAssurance, as she said I would. On 5/31 she took my call. ProAssurance emailed me on 6/1 asking for forms to release my records from St. ******* Hospital, ****/COMRI and High Lakes. I submitted these forms on 6/1. Following, I phoned M....a 5 times for updates and assistance with the outside billing entities . I also phoned on 7/11 because High Lakes had yet to release my records to ProAssurance. I haven't heard from M....a since 5/31 and my outstanding bills have been sent to creditors. I phoned M....a on 8/9 and the High Lakes CEO **********.....y on 8/10 (email on 8/9). Neither responded. Experiencing a medical mistake is impactful physically and psychologically and seeking financial restitution has further stressed my mental wellness and financial functioning. The complete lack of responsiveness and cooperation is inexcusable. **************** and patient mental ********************** should be a priority in the medical field and High Lakes has failed greatly to provide safe, reliable patient care, advocacy and support.

  Business Response

  Date: 08/15/2022

  Hello, 

  We are actively working with our claims liability team to address this complaint. We opened a claim in response to the patient's request at the end of May. I contacted the claims specialist who was assigned to this complaint to get an update on 8/10/22. She confirmed that she is waiting on the last of the patient's medical records from the care she had outside of our facility. Once she has received those from the outside facility, she will order a review of the records to determine liability. Because a portion of the care was provided outside of our organization, we do not have control over the length of time it is taking for the outside facilities to provide the medical records to us. They are supposed to comply within 30 days of the request, per ****** law. Our claims liability carrier needs those records to proceed to the next step. Thank you, *****

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17704559
  
  I am rejecting this response because: On July 11, *************************************************************************************************************** "We have received the records for **** and St. *******, and are awaiting the records from *********************." She indicated she would be following up with High Lakes to determine the hold up.  I phoned M.....a at High Lakes right away on July 11, 2022 and left a message asking why High Lakes had yet to submit my records when High Lakes is the entity responsible for this claim (i.e. the missing records are NOT from outside facilities as M.....a had indicted in her response to BBB).  M.....a never returned my call or provided an update.  On July 12, 2022 I provided M.....a's phone number to the ProAssurance claims specialist so she could reach out directly to expedite this case.  I did not hear anything from either, so I emailed ProAssurance on 8/5/22 asking if they had received the records and received an email response on 8/17/22 that there are still outstanding records and she hopes to receive them soon. 

  The delay in processing this case has been due to High Lakes' lack of cooperation with the review.  They have failed to provide my records in a timely manner.  M.....a indicted in her response to BBB that an entity has 30 days to provide records upon receipt of request, under ****** law.  I submitted my request for records to be released to ProAssurance via email on June 1, 2022.  Well over 30 days have passed since this the request has been made.  This further demonstrates High Lakes' disregard for customer service and the provision of reliable patient care, advocacy and support.
  
  Sincerely,
  
  ***************************