Complaints

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:04/24/2024

  Type:Product 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.

  In January 2024 We had a medical procedure performed that our insurance provider covered. At the time of the Procedure they told us that our deductible portion of the bill would be $4400. We paid the $4400 only to find out that they over charged us for the patient amount of $1781. We are now being told that Cigna our medical provider is still pending charges and they cant release the difference back to us until the case is closed. We called Cigna to confirm that the case was closed and that no more pending charges are showing. ***** then called Northbank to let them now that the refund needs to be sent to us on the week of April 15th 2024. We still have not received the refund, so I called today 4/24/2024 and spoke to the billing department on when we could expect the over payment to be refunded. I was told again that they had pending charges and that they cant release the refund. Once again I call Cigna and they send me proof the case is indeed closed and that we should get the refund. Called Northbank two more times on 4/24/2024, and no answer or return of my call.

  Business Response

  Date: 05/09/2024

  Wednesday, May 8, 2024
  
  RE: BBB Complaint ID # ********
  
  In response to the statement of problem, this patients procedure was a bilateral procedure. Insurance pre-authorized a bilateral procedure, however we were only reimbursed for 1 side of the bilateral procedure.  We are still waiting to be reimbursed by the insurance company for the second side of the bilateral procedure. 
  
  ********************, the patients husband, had been in contact with member services for his insurance, who indicated that the claim was closed.  However, per our contract with their insurance, we are allowed to appeal the insurances decision when a denial of this nature occurs.  We have submitted the appeal and requested this review be expediated as allowed.  We will not know what the amount of the refund will be until the review has been completed and the processing of the claim is finalized. 
  
  We did speak with ******************** late in the day on 4/24/2024 and explained the delay in issuing a refund.  We stated that we would refund as appropriate once we knew the outcome of the review. If insurance does pay on the remaining portion of the claim, the member will be subject to their policys assigned co-insurance amount for that side of the procedure.  We will know at that time if a refund is due, and the exact amount. We will then issue a refund accordingly.
  
  
  *****************************; BSN, RN
  CEO
  Northbank Surgical Center
  ********************************************
  ******************

• Initial Complaint

  Date:02/07/2024

  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.

  Northbank Surgical Center unlawfully billed me by mail in the amount of $1,209.85 for medical services rendered at their surgical center on November 29,2023. The bill is unlawful due to the following: Prior to my surgical date I was contacted by the surgical center by phone while I was driving. During the call I was informed that I had to pay the surgical center fees IN FULL for all procedures being performed prior to having my surgery. I very clearly recall being given a total amount due of $2,200 (and change) I said that the total sounded a little more than I recalled, but it sounded close and I would look into it later. The morning of my surgery I was informed by ***** at Northbank Surgical Center, that I had to prepay everything upfront prior to my surgery. I recall her quoting me a total due of about $2,200. I disputed the amount as I had paperwork that noted $1,997 was the accurate amount due. ***** looked everything over and confirmed that I was correct and that my doctor was actually picking up the difference as my doctor had provided a quote to me based on an old billing schedule. Upon asking, ***** confirmed that I was indeed paying IN FULL and that I would not owe anything else. I asked her about getting insurance money back. She said whatever my insurance pays into the surgery I would get back because they cannot double bill. During the last week of December, I contacted the surgical center to inquire about getting some money back. I was in shock when they told me that I would not be getting any money back but would instead owe them money. They informed me that this was due to an oversight on their part that they did not recognize until I had already been admitted to the back for surgery. So instead of getting back approximately $1000 from my insurance, I am now being told that I owe $1,209.85. They have no signed documents from me that states that I owe them anything more than what I was charged and paid. I have yet to pay the billed amount.

  Business Response

  Date: 03/07/2024

  Please see attached. 

  Customer Answer

  Date: 04/18/2024

  Hi ******.

   

  I was waiting on a conclusion to a court hearing against NORTHBANK SURGICAL CENTER regarding my complaint with the BBB. Complaint #********.

   

  The court found in my favor in the ruling and also made the **** pay a fine.  I paid them IN FULL prior to surgery, and then they attempted to bill me more fees after surgery as though I had not already paid in full.  I gave them the opportunity to make the correction, but they refused to do so.

   

  Please update my case accordingly.  The attachment contains a court document that provides an overview of the Courts decision.  The document is labeled judgement.

   

  Thank You