Complaints

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

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• 

  Geisinger

  100 N Academy Ave Danville, PA 17822-9800

• 

  Geisinger

  PO Box 827502 Philadelphia, PA 19182-7502

• 

  Geisinger

  1000 E Mountain Dr Wilkes Barre, PA 18711-0027

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:01/07/2025

  Type:Billing 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.

  On September 7th, 2024 I visited Geisinger ConvenientCare ************ for symptoms that indicated strep throat. I was seen by ***** ***** (PA-C) and received a rapid strep test inside the facility. the test came back negative the physician swabbed my throat and my nose to be sent out for further ********** the time of service, I paid a $30 copay. I received a two bills shortly after my visit. The first bill ******** #************ has billed a ************** visit for $220.00 and a Test for strep infection for $200.00. The second bill ******** #************ has billed a Coronavirus (COVID-19) test for $129.00 and a Test for strep throat for $641.00. According to my *** from my insurance, ********** Blue Shield - **************, these services were classified as Office Visit, Office Lab/Pathology, and Outpatient Lab/ Pathology, respectively. I believe that these bills should be rendered as an *********** visit as the nature of the visit was to receive antibiotics for a possible bacterial infection, especially as my *********** was closed for the weekend. Billing as such would allow for the services to be covered by my insurance with a $65 copay, according to my 2024 ***. I have contacted Geisingers ****************** about this error and they have informed me that the billing is correct and that is how they bill for these visits. I believe this to be false advertisement based upon the information Geisinger has listed for this facility. The website for this location has stated Head to your closest Geisinger *************** urgent care location when you arent in immediate danger but need help more quickly than you can get an appointment with your primary care physician, Colds/flu/fever/sore throats, *********** for Mt. ****** and nearby communities. Given this information, attending this facility described as urgent care looking for care as listed on their website, one would expect to be billed as if visiting an urgent care, not an office visit.

  Business Response

  Date: 01/22/2025

  I provided complaint to appropriate department, and they have reviewed issue and adjusted to the correct billed amount.  Patient was contacted and he was satisfied with outcome. 

  Customer Answer

  Date: 01/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *****
  
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair 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.

  On 11/09/2024 my husband was transported (I Thought by the medical facility) to a rehab facility. Geisinger called an **** to take him and the driver drove off without taking his luggage out of the back of the vehicle. I cant get any information about the driver from **** because I didnt call them and literally nobody at Geisinger will help me try to get the personal items or cover any cost associated with the loss

  Business Response

  Date: 11/20/2024

  This complaint was reviewed by Patient Advocates and advised that belongings have been returned.  

   

   

  Thank you

• Initial Complaint

  Date:09/18/2024

  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.

  ********* twice in the last 12 months has refused to use our employee paid health insurance for ****** at doctor visits and are stating that we need to pay deductibles that are not a part of the policy listed on the employee health plan.We have ********* Medical as an employee paid insurance through employment. Recently twice that have been adding additional charges to outpatient doctor visits that should only be covered by a copay. One visit they added $800 for a splint to be removed from a finger that they said was a REQUIRED follow up which we didnt think was needed but we went, and then they charge us to rack up revenue for themselves. Another time was a routine weight management visit (outpatient) and should also be a copay maximum. ********* is saying that we need to pay $144.40 towards our deductible b/c i received "education" at the visit. The interesting thing is that these charges are new compared to previous visits that we had in the same calendar year and it looks like they are changing their billing policies mid year in order to collect additional revenue on Policy holding insurance patients. It is also worth noting that ********* was just acquired by another hospital network and this practice seems suspicious on many angles. we have spent a length of time going around in circles trying to contact the right people to resolve these bills and no one will help and we keep being told that we have to pay towards a deductible which is 100% not the case and not stated in the employee benefits coverage, and again theses charges were not applied earlier in the year for same or similar services. please contact me if you need more information. We are being strong armed by a local healthcare monopoly and have no one to help us.Medical record: ******* & *******

  Business Response

  Date: 09/25/2024

  I reviewed this complaint, along with the explanation of benefits, and call information between parents and Geisinger.  Claim was processed by Geisinger Health Insurance, and per explanation of benefits; patient has a deductible, as well as copay for date in question.   I have attached the benefit summary of the patient's medical plan from Geisinger Health Plan, outlining the out-of-pocket information and annual family deductible of $4500.  

  Breakdown of claim processing from Geisinger Health Plan below:

  DOS 5/30/2024
  
  Claim 405597007500   $282.71 deductible   plus    $40 copay  
  
  Claim 405604128600   $517.57 deductible

   

  Benefit information and how Geisinger Health Plan processed claim was also explained to *** and Mrs. ******** by Geisinger Health Insurance **** and Geisinger Health System billing department.  They have enrolled in a payment plan for balance.

• Initial Complaint

  Date:09/15/2024

  Type:Sales and Advertising 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.

  If this company can acknowledge to itself that I no longer live in their coverage area with the simple fact that for months now, they have been sending me mailers such as today, another Explanation of Benefits, to my home address in *******, why are they still bombarding me? How does this affect my life now with my actual insurance(s), or will I be arrested for having ******** and medical insurance in TWO STATES? I need confirmation from this company that won't happen. Also, this company knows intimately why I had to leave ************, so why are they triggering my mental health with reminders that my ex pointed a gun at my head in ************?

  Business Response

  Date: 09/19/2024

  I have forwarded this complaint to Geisinger Gold insurance.  Geisinger Gold did confirm that Ms. ******* was removed from all of their marketing distribution in July when she initially requested.  We are not showing that Geisinger (insurance or medical side) has sent Ms. ******* any statements, mailings, or letters. 

   

  Thank you,

  Alycia 

  Customer Answer

  Date: 09/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22289362
  
  I am rejecting this response because:  They sent me an EOB (Explanation of Benefits??!) in the mail the other day.  Their EOB is the reason why I began this complaint.  I do not like being reminded of anything that happened in ************, including getting their EOBs.  In my complaint, I included the numbers at the bottom of their EOB.  They should review those numbers to indicate why I was sent an EOB.   
  
  Again, I need proof that them sending me an **** or any thing else, including their newsletter, will not result in me being investigated, or even arrested, for insurance fraud.  They state they removed me from their mail in July.  But I moved away from ************ in December.  I got new insurance for my new life shortly thereafter. Why did, why DOES, it take them forever, including now with the **** to stop sending me mail?  When will I "stop" having forced coverage, and EOB notices, so I can move on with my life?  
  
  Their **** along with anything else they send me, gives me flashbacks of when I had a gun pointed at my head by the person I divorced.  I do not appreciate their EOBs doing this.  I'm wondering if they do. 
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/13/2024

  Type:Delivery 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.

  ******** - 08/28/2024 delivered on 9/4/24

  Business Response

  Date: 09/19/2024

  Hello, 

  Requested information was sent to BCBS on 2/13/24 and 3/6/24.  Insurance did not process claim fully and Geisinger sent an investigational message to BCBS on 7/16/24 to request additional review of claim processing, under insurance tracking # *********. Insurance finalized investigation on 8/27/24 and Geisinger adjusted charges based of BCBS findings.  Patient responsibility for hospitalization is broken down by the following outlined in the *** (explanation of benefits): $916.51 was applied toward his annual $2,000 deductible, and $1,792.71 was applied toward his 20% co-insurance. This leaves a combined total of $2,709.22 owed by the patient to Geisinger for services rendered during January hospitalization.  Review of patient's account shows that the balance and how claim was processed was explained to the patient prior.  Geisinger staff also advised patient that all requested information from insurance was provided to them timely. 

   

  Thank you.

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Date of service is Feb 2024. Billing received in April and we made payments of $0 and $46/.66 in April, $54.22 in May, $50 June and $62 in July. We had multiple conversations with **** **** and were presented only with a ***ayment schedule that would require Automatic Debit of bank account. We did not want this option so *** indicated that if we pay $62 per month there would be not issue going forward. I made this payment in July and now in August find that the account ******* has been sent to *********************** without us receiving an email or phone call prior to this onerous collections tactic. When I called Geisinger Billing to return account from Collections was informed this is not possible. We have been making payments and do not dispute the balance but want the account returned from collections, our credit ***ort corrected and cleared and statement from Geisinger that account was sent to collections in error. We spoke to another *** on my account with a similar balance and was offered a payment plan over the phone for as little as $25 per month and NO auto debit. The evidence is that not all billing specialists are equally informed at offering ***ayment solutions to their customers. Second, before sending any account to collections, Geisinger must call and speak to the customer and/or provide a letter (not billing statement) that clearly notes a collections agency is the next step. Third, medical billing statement must also clearly state that after four months of having a balance due, even if you are making payments, that in month five the account will go to collections without further notice.

• Initial Complaint

  Date:07/16/2024

  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 took my three children to geisinger immediate care in ******* pa 5/14/2024. I was told the visit was $95 each child. The children received strep test. The test were all negative I paid the bill and left. Later I received 3 bills for $207.00 each for testing it said so I paid it even though I had no idea I was going to receive more bills. I then received an email our account was paid in full Approximately a month later geisinger is sending me more bills for lab testing which I never agreed to and I never received any results about the test.

  Business Response

  Date: 08/05/2024

  This was sent to the appropriate department to handle resolution for father of patients.  

  Customer Answer

  Date: 08/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21995988
  
  I am rejecting this response because:
  
  
  Regards,
  
  *******************************
  
  I was billed for services that werent provided. I was told at the office the visit was $95 per child. I was never told at anytime it would be anything more than that. I was forced to pay the bill or Geisinger said they would send it to collections and ruin my credit. I reported it to the attorney general. 
  
  
  
  
  
  
  

  Business Response

  Date: 09/10/2024

  Hello, 

  This was resolved between Geisinger and ********************** as of 8/13/24. He was educated on additional testing that was provided to his children during the office visit.  At time of service, he was provided with cost of $95.00 per child, and was advised of cost being for the office visit only, and that did not include any additional testing or cultures sent to lab for testing. Geisinger clinic management agreed to an adjustment of additional cost to the father and staff have relayed that information to him on 8/13/24 and resolved this concern with him.  There is no outstanding balance for any of the patients. 

   

   

  Thank you,

  Alycia 

• Initial Complaint

  Date:07/04/2024

  Type:Customer Service 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 have explained to this company numerous times that I do not want to hear from them again, whether they send me letters or faulty EOBs (I relocated out of that area many months ago, why do they have me getting EOBs!! I have medical insurance with another company!!), magazines, or what have you under my legal name or my former name? Yet here we are all over again, a gross amount of spam in my mail. Today there was not one, but three junk mail from them. How hard is it for them to remove my contact from their database? I want NOTHING to do with my former life, a life that held me entrapped in a violent marriage for nearly a decade. Getting mail from this company, specifically under the last name of *******, triggers my mental health. I have explained that to them. I will provide you, BBB, with copies of paperwork indicating the violence I escaped from when I relocated away from ************ to further validate why I want nothing to do with that area. Truth be known, if Geisinger has my change of address, shouldn't they know that I am in no way part of them? Afterall, they are NOT located in ******* but I am.

  Business Response

  Date: 07/23/2024

  This complaint has been sent to Geisinger Gold, ******* former insurer.  We do not handle EOBs or magazine flyers.  I have asked that they review complaint and remove consumer from any type of distribution list.

  Thank you,

  ******

  Customer Answer

  Date: 07/24/2024

  I will wait for their co-company to respond directly to my BBB compalint.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  On April 4th, I was seen in the ** in ********. I did not have my card ready at check in, but did provide it to a registration rep who talked to me at bedside. I watched her scan the card and she told me I was all set.Nonetheless, I received a bill for over $15,000 and my insurance was not billed. I sent information to the billing team through MyGeisinger and also updated my information there. Still, my insurance was not billed. My insurance update still sat at "pending review" weeks later.I mailed back my paper bill with a copy of my insurance information attached. Still no change.Someone from cardiology called me in late April to set up a remote heart monitor. She asked for my insurance information. Again, I gave it. But the ** visit still wasn't billed to my insurance.On May 20th, I messaged the billing team again as well as emailing the patient liaison. The patient liaison responded that it could take up to 30 days to address my concern. I would like Geisinger to bill my insurance and sending me bills.

  Business Response

  Date: 05/28/2024

  Reviewed information and billing history.  I was able to confirm that insurance information is in medical chart and 4/4/24 ** visit was billed to insurance on 5/21/24. Claim is currently processing with insurance and has not finalized yet.  

   

   

  Thank you,

  Alycia 

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair 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.

  APRIL 26TH, 2024 I AM A DISABLED SENIOR AND FOR YEARS THIS COMPANY HAS HARASSED ME IN THE MAIL. NUMBEROUS TIMES I HAVE CALLED THEM USING UP MY PRECIOUS TIMES TO TELL THEM TO REMOVE MY NAME AND ADDRESS FROM THERE SYSTEM, WHICH I KNOW CAN BE DONE. YET THEY REFUSE TO STOP THE HARASSMENT. I WANT THE BBB TO TELL THEM TO REMOVE MY NAME AND ADDRESS FROM THEIR SYSTEM AND TELL THEM TO LEAVE ME ALONE! I DONT WANT MY PHONE NUMBER OR EMAIL ADDRESS GIVEN OUT TO THEM OR THEY WILL SURELY HARASS ME ON THERE TOO. THANK YOU !

  Business Response

  Date: 05/28/2024

  We do not have a record of this patient in our system. I attempted to do a name and phone number search and she is not listed.    If she has additional information to provide, such as name of person calling, reason for calling, or phone number that is calling her, we can look into this further. 

   

   

  Thank you,

  Alycia 

  Customer Answer

  Date: 05/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21630583
  
  I am rejecting this response because: Hi, it appears the company has not responded to me or the BBB. I dont recall getting any reply from the company. I had just asked that they remove my name and address from their mailing list as they have been sending me their nuisance post cards for a long time now. I already have a medical company and have never contacted this company. Thank you.
  
  
  Regards,
  
  **********************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/29/2024

  Dear BBB, I just read the response from this company which I didn't see before. Today is May 29th 2024. They state Im not a patient. That is true, I'm complaining about their harrassment of me through their nuisance postcards through the mail. They are injuring me with their mail because I have a small PO Box and their very large post cards are taking up all the room in my box so the clerks can't fit my important mail like my bills in my box so my mail is being delayed. I don't want to *** them but I may have to if they refuse to stop. They apparently did not read my complaint. They know very well why I complained about them, since I called them numerous times to tell them to remove my name and address from their mailing list. I don't know how they got my address since I've never contacted this company. But after I called them several times they told me they would remove my name and address from their mailing list but its apparent they never did. I don't want them to contact me again through the mail or in any other way. Thank you