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Business Profile

Healthcare Management

Heritage Valley Health System

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Healthcare Management.

Complaints

This profile includes complaints for Heritage Valley Health System's headquarters and its corporate-owned locations. To view all corporate locations, see

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Heritage Valley Health System has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Was treated at Heritage Valley Sewickley on 2/17/24 and was told I needed to be transferred to Heritage Valley Beaver for further treatment. I was transferred via ambulance. Heritage Valley chose an ambulance provider who was out of network and was not transparent about the charges. I was later billed almost $1000 by an ambulance company. My insurance company stated that the ambulance company is out of network. Heritage Valley has referred me to insurance company and ambulance provider and refuses to address the concern that they used an out of network provider when there was a closer ambulance company in the community. The service was also coded as non-emergent/ non-medical.

    • Initial Complaint

      Date:03/12/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 a bill on 2/26/2024 for a service performed on 11/18/2024. The bill reads: Emergency Room: $700.00 and Adjustment Contractual Allowance Deductible - Other Payers $74.00 leaving the amount due at $626.00.

      To me, this doesn't make any sense. The insurance should have taken care of the 626 not the 74, it should be the other way around. What exactly then did the insurance cover?

      When I tried to make a payment the online system was down. I drove over and the lady at the desk (who did an exceptional job I will add) explained that not only was the website down but also the telephones were down. This was highly inconvenient.

      I also have some other concerns that are related to my visit that are health-related that I do not wish to get into detail in this complaint but I would like to discuss them with someone.

    • Initial Complaint

      Date:12/04/2023

      Type:Billing Issues
      Status:
      Answered
      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 PCP, Collin W**** PA-C, was out on paternity leave, so I was scheduled to see someone else in the practice. The practice is HVMG Park Manor Assoc. I met with Tara D*****, PA-C instead. I then saw Tara two more times after for follow up visits. Each time I went to the office I paid my $25 copayment. For some reason Heritage Valley keeps sending me bills stating that I still owe money because my copayment is $50 for a specialist visit. Tara D*****, PA-C is NOT a specialist. I have contacted Heritage Valley's billing dept about this issue five times and each time they have acknowledged that I did not owe any money and said that they would have it recoded and resubmitted to my insurance to be reprocessed. I also let my doctor's office know of this issue and they said that this is not the first time this has happened and they would let their office manager know. Today I received a notice from Heritage Valley threatening to send me to collections over THEIR clerical error. I have already spoken to a supervisor in billing approx 10 days ago who assured me she would have this fixed, but apparently she did not.

      Business Response

      Date: 12/27/2023

      We received the patient's complaint on 11/10/2023, at that time we followed up with her insurance in regards to the incorrect processing of the claim. Her insurance reprocessed the claim on 12/22/2023 applying the correct copay amount and the encounter has been closed and paid in full. The patient has no received any statements or phone calls in regards to this encounter since her insurance has correctly processed the claim. The encounter has a $0 balance and is paid in full.

      Thank you.

      Customer Answer

      Date: 12/29/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      I would like to know though, since this billing error occurred three separate times, if Heritage Valley has corrected this issue, so that I will be able to continue seeing my doctor going forward without this issue happening over and over again.



      Regards,



      ***** ********

      Business Response

      Date: 01/04/2024

      This is not a Heritage Valley issue, we are correctly submitting the claims to the payer. This issue is on the payer's end and how they have the provider set up in their system. The payer determines the copay that is applied, not Heritage Valley. This is a known issue within their system as this is not the only provider/complaint that has been addressed with the payer. They are aware of the situation and working to try and correct it. We are in constant contact with our provider rep in regards to this issue. We have been informed that the payer has now updated and changed their invest process because these complaints were not being addressed correctly or in a timely manner. The only thing we can do is submit an invest with the payer when the error occurs and ask them to review the settings in their system. The complaint is resolved on our end, as the payer is stating they have updated and corrected this provider's record. Thank You. 

    Heritage Valley Health System is NOT a BBB Accredited Business.

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