Complaints

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

close

Find a Location

Geisinger has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/02/2024

  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 received a Plasma Rich Platelet injection (PRP) from Dr. ************ at the ****** ***** location in State College PA on 12/26/23. I was told that they were using an Educational kit for the procedure. If the insurance did not cover the service, the fee would be $75.00 for the injection. The normal fee with a regular kit is $450.00. They stated they were going to submit it to my insurance, which led me to believe they were participating with Aetna and that Aetna would pay the $75.00 injection fee. The billing office ended up billing my insurance $597.00 and subsequently billed me $597.00 stating that it was my responsibility due to the denial for them being out of network. I questioned the charge and they adjusted it to $450.00 citing a signed release to bill my insurance. I requested a copy of the release, and they would not provide it. The provider's office contacted the billing office multiple times to tell them that the billing amount was incorrect, but the billing office is maintaining that the amount is correct. It appears that they fraudulently billed my insurance for a different service. I am happy with the service and my shoulder feels better, but I'm unhappy with the way Geisinger is doing business. I'm requesting that the billing amount be adjusted. The provider, Dr.*************, is not in agreement with the amount they are billing, although the billing office seems to state that he is agreeing. I've included my conversation with the billing office and the two bills. My bill is due on 2/5/24.

  Business Response

  Date: 02/05/2024

  Hello,

  Upon review with Dr.************ office, their standard policy is to advise patients that this type of injection is typically not covered by insurance.  Patients are made aware prior to service that their insurance will be billed, and if covered by insurance, patient would owe their customary out-of-pocket expense (deductible/co-insurance). Should insurance deny, patient would be responsible for the self-pay cost of $450.00.  Patient is required to sign an acknowledgement that they are aware of the cost, should insurance not cover, prior to receiving the service.  I have attached the acknowledgment of cost form, signed by the patient prior to injection being completed.  Unfortunately, we are not able to write off charge since it was rendered and patient was aware of cost prior.

  Thank you,

  ******

  Customer Answer

  Date: 02/06/2024

  [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: ********
  
  I am rejecting this response because:  I was verbally told that the amount, if not covered, would be $75.00.  Then was told the normal amount for the service was $450 if the Educational Kit was not used.   I'm not certain when the amount of $450 was handwritten on the document or the statement about it being an uncovered service.   If it was an uncovered service, why would Geisinger bill the insurance $597.00 then bill be the same amount?      
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/08/2023

  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.

  I am owed a refund Geisinger does not dispute this, but the refuse to issue the refund in the form of a check. The original for of payment was through my debt card, I had fraud committed on that account and subsequently closed said account. Geisinger tried to refund that account and according to the bank that refund was denied due to no account exsisting. Please help I was promised resolution after being told to wait a set amount of time. I was patient until I found out there continues to be no resolution.

  Business Response

  Date: 12/12/2023

  Complaint was sent to the Credit/Refund department for review and will be in contact with the patient on next steps. 

• Initial Complaint

  Date:12/06/2023

  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 multiple occurrences Ive called Geisinger Ped ********* times let a line in one day. The receptionists and nurse named *** were extremely rude and unprofessional. I asked to speak with there office manager they hung up on me each time it left me on hold never to come back each time over 20 min. I asked for there name and they hung up. Ive never seen such unethical and unprofessionalism. Let a message for patient liaison and gave permission to pull all calls. There is no way to speak to someone directly in the liaison hence why they behave the way they do knowing there is on repercussions from there actions. Health care and patient care is not there number one priority.

  Business Response

  Date: 12/12/2023

  This complaint has been forward to the appropriate scheduling department for further review.  I also confirmed that a complaint was received by the Patient ************ and they will be following up with the scheduling department as well for outcome.

  Customer Answer

  Date: 12/13/2023

  [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: 20968546
  
  I am rejecting this response because: someone someone had called me and told me that they had to put it to the correct department and I havent heard back since
  
  
  Regards,
  
  *************************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  Your bill paying methods feel as if they intentionally dont work. I have tried online pay for the last four(4) attempts at paying my bills and each time failed either due to technical difficulties, password not being the same, or the requirement of information YOU ALREADY HAVE, such as asking for membership ID number. Now during THIS attempt at paying my bills, I attempted to use my GEISENGER insurance to pay my GEISENGER bill, and the site claimed I mis-entered my membership ID despite looking right at it. After 4 attempts with me clearing and typing it in again my account is locked. So now off I go to use your help line, except using your listed bill paying phone line immediately responds with "WE CANNOT ACCEPT YOUR CALL DUE TO TECHNICAL DIFFICULTIES, PLEASE CALL AGAIN LATER". At this point I dread paying my bills not because it'll drain my account of money, but because it means I have to deal with Geisengers archaic bill pay methods. But if I put it off for too long, Geisenger will pass it onto a debt collection agency. It feels like this is intentional.

  Business Response

  Date: 11/22/2023

  Complaint was forward to appropriate department, and they contacted patient and provided guidance on the bill payment portal. Patient was initially contacting his insurance company and not medical side, that is why information was not matching up to submit payment.  Patient is aware of process to follow and has correct follow up contact information should he have issues in the future. 

• Initial Complaint

  Date:09/07/2023

  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.

  I had oral surgery and the oral surgeon charged me out of pocket over $300. The insurance company told me they would reimburse it and send a check and I would recieve it in 7-10 business days. This was in the end of July beginning of august . I Called the person taking care of my case over 5 times and no response and still no check .

• Initial Complaint

  Date:08/07/2023

  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.

  I am not liable for this debt to Geisinger Community Med CTR. I do not have a contract with Geisinger Community Med CTR, they did not provide me with the contract as requested.

  Business Response

  Date: 08/10/2023

  Patient was seen at Geisinger Community Medical Center on 11/7/2022 due to a motor vehicle accident.  He provided Progressive NF coverage information and signed the attached form regarding responsibility should insurance not pay.  The patient also had no personal medical coverage, in which he was assessed to see if he would qualify for ************ ********.  The patient's income put him over the income limits and therefore was uninsured.  Progressive denied his claims due to not having medical coverage under his NF policy.   Geisinger employee contacted the patient on 1/31/23 to discuss Geisinger's Financial Assistance, and again on 2/15/23 in which the employee explained his responsibility of balance and Geisinger's Financial Assistance program.  Once patient completed application and provided necessary documents, he was advised that if approved, it would help in reducing his balance owed. Employee further explained that we could assist patient in enrolling in ****** Marketplace coverage so patient would have medical coverage for any future care.  Patient was not willing to complete application for financial assistance or ****** marketplace and advised he was not concerned about his bill and would not be paying it. Since 2/15/23, the patient has received a total of four (4) billing statements in which he could have contacted Geisinger to cooperate with applying for Financial Assistance to assist with balance. No record of patient calling back after 2/15/23 to comply with process in getting assistance with balance.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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.

  I have a new PCP and I CANNOT get through to him on the MY CHART web page of Geisinger There is no icon to MSG him I called months ago and asked them y and they said that they are working on it I asked the dr he said that they told him to DO IT I called again today and go a man named ***** he HUNG up on me I called back I got ******* wanted to talk to a super put in through some stupid msg THAT HUNG UP ON ME I am now on the phone for 20 min trying to get this resolved I am trying to msg Dr ******************* THis is unacceptable So here is my complaint I AM GETTING NOWHERE with this place and cannot get through to my pcp when I need to My health is being affected by this

• Initial Complaint

  Date:06/25/2023

  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.

  In May 2023, I received a statement from Geisinger dated 5/15/23 (invoice # *********) stating I owed Geisinger $160.60 with no specific information on the date of service or provider. Immediately upon receipt of the statement, I called billing customer service at the number provided on their website asking for an explanation. My Geisinger online portal showed my balance was $0.00 and has been for some time, I was told there were issues with their billing system, and they changed providers. As a result, they were updating the customer's accounts, and if I wanted to talk to someone for detailed information, I would need to call the number on the statement. Note - the number on the statement is transposed from the number on their website. I thought it was a scam. Skeptically, I called the number. They said they could not provide information over the phone other than the date of service was from 2020 and insisted I pay them $160.60. I asked they send a detailed list of payments I made from Jan 2020 through current. I finally received it today (6/25/23). None of the amounts match what I faithfully paid between 2020 - 23 (well over $2700.) This amount does not include what the insurance paid along the way. In addition, I do not recognize the providers' names on the 6/25 paperwork, nor have I been to Geisinger medical center Danville. It also states "admitting provider." I was not admitted to any hospital. I am now not only concerned that I paid excessively more than what was due, it truly seems my Geisinger financial records are mixed with someone else's! I will not pay the additional $160.60 from 2020 as I cannot agree I owe anything further. I was on a financial settlement plan that I worked hard to get down to $0.00 for yrs. All of a sudden, I received a statement saying I owed more? My online account showed the balance going down and finally down to $0.00. My banking statements are proof. Their records are completely wrong. I challenge and say they owe me a refund.

  Business Response

  Date: 07/25/2023

  Call Center Supervisor spoke with patient on 7/17/23 and provided the following outcome:

  I spoke with the patient today and was able to
  review/explain the billing. The balance due was from the legacy billing system
  and I explained our billing transition and that this was a legitimate balance
  due.  The main issue the patient presented was that she was unaware of
  this balance even after speaking with someone here and being advised her
  balance was zero, so I did offer a one-time courtesy adjustment for patient
  satisfaction, and she was happy with this resolution.  I will send for the
  adjustment to be made today. 

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair 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.

  Good afternoon, my name is *****************************, I am ***************************** daughter. I will be speaking on the behalf of my father, *******. Dr. ******** called my father on 5/17/23 discussing whether he would want to be placed on hospice or to continue treatment for his cancer. After some time discussing the two options, Dr.******** and my father came to an agreement to set up a phone call appointment on 5/19/23 to give the final answer. On 5/19/23, my father and my family waited around for a phone call from Dr. ******** that was set for 2:30 P.M. Unfortunately, this phone call never came. My father is battling cancer that is not curable. We would very much appreciate if we were able to be assisted in this circumstance, so my father is comfortable and pain-free. Thank you, *****************************.

• Initial Complaint

  Date:05/09/2023

  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 visited the Geinsenger urgent care clinic in Tunkhannock PA on 11/25/22. I was running a fever and suspected I might have the flu. There was a very long wait time, but as I only need a quick swab for a flu test, they were able to get me in to see a nurse. As I was being checked in, the receptionist took my insurance information and entered it into their system. She told me that according to their system, it appeared my insurance was in-network as it did not prompt her to notify me that I need to pre-approval. After my test, I received a bill for $609.11, as it turns out, I was out-of-network so my insurance did not cover it. When I called Geisenger I was told that it was my repsonsibility to confirm whether I was in-network or not. Whether that is accurate or not, it is extremely frustrating and misleading that they would lead me to believe that I was in fact covered, and then accept no responsibilty. They did give me a 25% discount on my bill, but I still had to pay $456.00 for a nose swab. I think it's disingenous of Geisenger to provide false information and then wash their hands of it. I will never go to a Geisenger Clinin again.

  Business Response

  Date: 05/25/2023

  Hello, 

  While it is unfortunate that ************ may have been provided with inaccurate information at time of check-in, the patient also signed an Assignment of Benefit form acknowledging that he would be financially responsible for all charges not covered by his insurance. His ****** ********** insurance was out of network with Geisinger.  Geisinger offered ************ a discount on his balance to assist with his complaint about charge. 

  Thank you