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

  1000 E Mountain Dr Wilkes Barre, PA 18711-0027

• 

  Geisinger

  PO Box 827502 Philadelphia, PA 19182-7502

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:04/24/2023

  Type:Customer Service 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.

  Geisinger has tried on numerous platforms to get my minor (8 year old) child to sign up for a health credit card. My child was emailed at my email address (email was addressed to my child) on 4/20/2023 at 1414 pm, and texted on 4/18/2023 at 1446, 4/21/2023 at 1444 and on 4/24/2023 at 1440 encouraging him to sign up for ****** to pay for medical bills and that it would not impact his credit score. On 4/21/2023 at 1445 I called Geisinger to lodge a complaint as well as followed that up by placing a complaint on their website. I was informed that a manager from the business office would call me back to discuss the solicitation of a minor to open a credit account and this did not occur. Today, on 4/24/2023 at 1440, my child was texted again at my phone number soliciting him to sign up for their credit card. This is unacceptable as the child is 8 years old and legally cannot open a credit account.

• Initial Complaint

  Date:02/03/2023

  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 had a dermatology visit scheduled for 2/24 to have some lesions evaluated. It was determined that the lesions are minor and could be frozen off so they set up another appointment for March. Well the day before the appointment they office called and canceled and told me they didnt have any open appointments until 9/15. I had no choice so I accepted the appointment. After my appointment in Sept I received a bill for the provider and then another bill from Geisinger for a facility charge of $640.00. I contacted Geisinger and asked why I was not told a facility charge would be billed along with the visit. I was seen in an office setting not at the hospital. They advised they can bill this charge for use of the facility, nursing staff and equipment. I was in the office that day for no more than 10 minutes. I was not seen by a nurse only the PA who's bill I already paid. I find this to be predatory billing. I would like to know what constitutes a $640 charge for being in a office for 10 minutes. Their original billing charge was $1307.00 but their contracted rate with my insurance is $605.14. I was told by the billing associate that my insurance denied the charge and thats what owe. My insurance did not deny the charge it is an allowed charge. I feel this office misrepresented what was going to be billed and this is an obscene way to upcharge for minor services. I only owe the PA $166 which I paid. The facility chooses what level of care to bill and I feel that are overbilling.

  Business Response

  Date: 03/09/2023

  Hello, I had the details of this complaint reviewed.  It was determined that patient was made aware that Scranton Olive Street location was considered a Hospital Based facility.  I have attached the signed acknowledgement, advising that location is considered Hospital based and outlining an explanation of such.  As it was explained to ************** on 2/3/23, when she contacted Geisinger Call Center, the cost of services is for the facility fees and procedure itself.  ****************** insurance processed the claim and applied a total of $771.25 toward her deductible.  Geisinger received payment of $166.11 on the professional side, but the remaining balance of $605.14 is on the facility side.  We will have a financial counselor contact ************** and discuss further and come to resolution. 

• Initial Complaint

  Date:01/30/2023

  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.

  Geisinger facility takes anywhere between 3- 6 months to get a specialty appt. They call and cancel these appointments( most of them last minute ) left and right. Then you are left hanging again to get another appointment set up to wait another 3-6 months. Which 90 percent of the time they neglect to call. This has been going on even before the pandemic started. So that is no excuse. And they don't even ask if they can put you in with another doctor ( in this case, a neurologist ) for the same day. How many years can you wait to be seen? This is inexcusable behavior for a medical center to keep doing this to everyone.

• Initial Complaint

  Date:01/22/2023

  Type:Service or Repair 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.

  The nurses and the doctors in the Geisinger health system network have been top notch and professional in my experience, however, the admin staff and the department to department communication absolutely ****. I scheduled a gastric emptying study after my provider ordered it, and if I didn't know that the test was supposed to last 4-5 hours, the scheduler would've scheduled me for the WRONG test! I asked her how long the test was scheduled to be for, and she said 2 hours. I said, that's not correct, they will have to visualize radiographic material that I've ingested to see how well my stomach empties. Finally, got the right test scheduled (after calling both the Port Matilda and Lewistown gastroenterology and nuclear medicine departments), and then they CANCELED the test on me 2 days later without even notifying me! I only found out because I logged into ******* and the appointment was no longer there! So then I had to call them AGAIN and go through all of the red tape to schedule the appointment because no one knew who I should contact. Another issue was with my billing. I performed an esophageal manometry on 08/30/2022 (patient MRN ********. I told them to use my ** health insurance - actually, they would not even schedule me for this appointment until they got the referral from the ** - yet I received a bill for $147.10 through my secondary insurance ****** ********** 3 months later!! Now I have to clean up the mess they made because someone who got the referral couldn't forward the right paperwork to someone who processed the insurance claim. Please STOP filing claims against my insurance without contacting me first and asking which insurance I would like to use for the claim. It takes 5 minutes to leave a message on my answering machine and then I can get back to you quickly. Or even just send me a message via MyChart. It saves lots of wasted time, and paperwork that you need to redo.

• Initial Complaint

  Date:12/07/2022

  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.

  I had reached out to Geisinger patient liaison months earlier for help but they have done nothing for me. I needed additional paperwork filled out from Doctor ***************************** ***** after he gave me a work place accommodation. Unfortunately, my work could not accommodate me, and I had to take short term disability until my medical issue was resolved. Dr ********* said he did not approve of the disability and filled out paperwork with note that I go back right away. I did return to work however they still needed more paperwork from him. He refused to fill out anymore paperwork after I called him out for lying on my accommodation paper. I was then giving to a new doctor, and lost my job and insurance because he refused to answer anymore of the questions from the disablity company. I did tell him that I needed those or I would be fired from my job, he still refused and told me there was nothing he could do. I have lost my job and insurance all because he lied, and I never needed the accommodation of a 10-pound lifting weight limit he provided. I Believe this doctor should not have a medical license, 1. For lying on paperwork and 2. For refusal to answer simple questions about my medical issue when he knew I needed it to keep my job .

  Business Response

  Date: 12/29/2022

  Good afternoon, I forward the complaint on to Patient Liaisons Dept and below is their response to complaint:
  
  ***************************** was contacted by Patient Liaison on 12/15/22. She is claiming ************** did not complete medical forms in a timely manner nor in its entirety. I reviewed the medical record with the patient and shared appropriate time frames for medical forms to review. It appears, from my record review, Dr. ********* was timely in response and completion. He had recommended she follow up with her PCP to see if there were any other medical needs causing the discomfort she was experiencing. I also inquired about the patient sending her medical records to ********* as well as asking what additional information needed to be provided. ******* was unable to provide further details on what information was lacking and states she has provided everything she can to Sedgewick. Prior to continuing the call, ******* terminated the phone call. To verify there was not a disconnection due to our winter weather, I called back, was sent to voice mail and left a voice message sharing my availability to continue to work alongside her to work on her concerns.
  
  As Dr. ********* clearly communicated previously, he can only make recommendations for a disability claim, it is up to those determining disability status to provide the outcome of their review. Dr. ********** also encouraged the patient to follow up with her PCP for continued care outside of OB/GYN.
  
  Please let me know if anything further needs to be completed.
  
  Thank you,
  
  Cara
  
  ************************ MSN, RN
  Patient Liaison Manager
  Geisinger
  100 N. Academy Ave.
  Danville, PA 17822
  MC: *****
  

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

• Initial Complaint

  Date:12/06/2022

  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.

  I reached out TWICE via message on the Geisinger bill pay website. And said that I received a bill for $27.00. Invoice #**********. Medical Record #********. They told me my balance is showing $0.00, and I said then 'why did I receive a $27.00 bill?' They couldn't answer me. So I contacted the patient service number and I was told during their "transferring of going into a new system", they did not bill anyone during this new transfer. BUT I made my payments online every month!!! And I said, I do NOT owe Geisinger anything, not a penny. My last payment was on 11/1/22 for $70.00 . Geisinger received OVER $1,500 from me in over a year! I made my promise in paying back in what I owe in medical debt! I was transferred to another person who was not very pleasant and said that because of the transfer of the new system it still shows I owe $27.00! When I paid my debt! She said it was from February 2020!! I AM NOT PAYING ON SOMETHING FROM ALMOST 3 YEARS AGO!!! Everything I owed Geisinger was combined into ONE MONTHLY PAYMENT AND I MADE MY PROMISE IN PAYING BACK WHAT I OWE! If Geisinger wants $27.00 go ask some rich person for it. I am NOT GIVING GEISINGER ANYMORE MONEY! I am not getting scammed out of my own hard earned money because Geisinger wants to switch into a new billing system. That's their problem....NOT MINE!

  Business Response

  Date: 12/29/2022

  This complaint was forward to the Patient Service Call Center that handles vendor management for online bill pay.  Response from team below:

  There was an issue identified with our legacy payment plan vendor. I have asked that they remove the option to visit our online bill pay portal from their letters as this caused confusion for the patient. There was also incorrect information on the file and the patient does not have a balance. We have closed this with the vendor and no further communication from them will be sent.

  Thank you,

  ******

  Customer Answer

  Date: 01/03/2023

  [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:10/31/2022

  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.

  On 10/29/2022 I called my OB because I fell down the stairs at 32 weeks pregnant. I was told to go to the hospital and go up to the OB section. I walked in and checked in at the ER desk. Immediately the lady told me that I need to stay down there (which isn’t the first time this happened when I went in pregnant to see the OB). They triaged me and said that since I fell I need to go to trauma. They had my husband sit in the family room while they rushed me back to trauma, even though I WALKED into the hospital myself with no trauma injury. They took my socks and shoes off then told me that they are cutting my BRAND NEW clothes. I asked why and told them that I could take them off myself if they wanted them off. I was completely ignored while they cut my shirt, pants, bra, everything. While they were doing that, they had a Chaplin and doctor talking to my husband in the waiting room as if I was in trauma doing really bad or dying. I just needed to be seen. They called up to OB & OB told them that they were waiting for me and the trauma doctor told them that they needed to wait. There was no reason I should have been in trauma and there was no reason my clothes needed to be cut off, especially after I said I could take them off myself. Geisinger has been making it extremely hard for me to be seen by a OB when I feel something is wrong in my pregnancy. A few weeks before, I went in and was told “OB doesn’t make the rules here so you are staying in the ER to be seen.” I have never seen or heard anything so unprofessional like i have witnessed lately. I know the clothes weren’t a big deal, but when you don’t have money and you’re struggling, it is a big deal. I would really like a refund for my clothes at this point. I did not have anything to wear to leave that hospital. It was traumatizing. When the Chaplin brought my husband to me. I was scared and thought my baby was dead or something serious was wrong. Something has to be done and/or fixed.

• Initial Complaint

  Date:10/07/2022

  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.

  I was scheduled to come in today, June 7th 2:00 pm, to see Dr. A********* for dental impressions on a front tooth being implanted. However, upon arrival I was put into an operating procedure room. I was then greeted by another doctor who admitted to me that there had been a scheduling mistake and proceeded to ask "how far is home for you?" . I replied and said "over an hour and a half". He then responded with "Alright let me see if we can get you in today, Dr. A******* is with another patient right now, you may have to come back in, I'll see what we can do". He then walked out and a female nurse came back about 5 minutes later and said they had to schedule me for October 19th at 2 p.m. and that she was sorry about the mistake in scheduling. I then spoke with a lady at the front desk about the issue stating that I would like some form of reimbursement, and the nurse came back and spoke with me again as she overheard our conversation. She said "I will speak to our supervisor and try to get you something the next time you come, the 19th". I then walked out and called the geisinger medical center phone number, spoke with an operator who kindly agreed with me that the mistake they made and how it was so far handled was unprofessional. She connected me with ******* from ******** **** *******, who didn't answer, however a lady named ********* did. She blamed everything on Dr.********** not being available as he was called to the operating room for an emergency. She was very unprofessional and told me they weren't to blame. I wasn't supposed to even see Dr.*************. Dr.********** is who was supposed to do my dental impressions. ********* told me she would speak to ******* and have her call me back, but again, they "have no control over it" and blamed it on Dr.*************'s O.R. call. I'm upset as I have made many trips here for this operation and am paying out of pocket for the implant. I would not be filing a complaint if this manner was solved professionally and courteously.

  Business Response

  Date: 10/17/2022

  This complaint was forward to the appropriate department management to handle a resolution. Patient will be contacted by the appropriate area.  

  Customer Answer

  Date: 10/19/2022

  [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 ********. I will be awaiting a response from the company and would like to resolve this in a timely manner. Thank you.
  
  Regards,
  

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

• Initial Complaint

  Date:09/22/2022

  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.

  Many family members are having billing issues. We are unable to access online billing with any type of ease. Password resent aren't sent or expired even if sent within a few seconds. Took me months to get into the system to get it working. Same with MyGeisinger. Everyt time I try to log in my passcode or PW needs reset. And I work, I don't have time to sit on the phone to pay my bills, and mailed bills are not itemized or march what the insuranceEOB states.When at appointments they don't have details of the bills you are asked to pay. You are sent a bill but when you finally do get logged into the system, that billed amount is not there, and you soon get a bill from collections. If the bill says you have until a certain date to pay your bill, you try to pay before that date but the amount owed is $0, why is it being sent to collections before final date? This happened several times. Then when I asked where the money I had paid previously was credited, I get the answer, "I can't see that you need to call a different department". None of their systems or people seem to know what they are doing. So you don't know if you are paying the right amount or not. Feels very much like a potential for fraud to happen. Whether intentional or not. If I had a different choice allowed by my insurance, I would not use their services, but I'm currently stuck using them or paying huge deductibles. They may trap employees into using their facilities, but it doesn't mean we are happy with it. I have a pile if papers , bills, payment, etc that do not all match up. I couldn't use my flex count at *********** so I paid my husband's total amount owed to date to the hospital last week and then recieved another $30 late *********** notice this week. I want to make sure nothing is reported to my credit report and the Geisinger does a better job making their billing systems talk so, questions can be answered by anyone that does or is collecting payments.

  Business Response

  Date: 10/12/2022

  MRN ******- ********************************************
  
  There were two interactions with the patient
  01/05/2022- Patient called in questioning balance she was advised balance if $150. PSCC rep, Kim reviewed all of the patient payments and balances with her at that time and distributed a $30 credit and adjusted off a co-pay for DOS 09/08/2021 as a onetime courtesy due to the misapplied payment complaint.
  05/03/2022- Patient called in and spoke to *******-PSCC rep and question the charge for GMC charge for her PT visit. ******* explained the balance and adjusted off $70.00 as a courtesy adjustment with education regarding the technical component charge. (The incorrect code was used, and I corrected this is the system).
  The patient accessed her Visit Pay account multiple times and there were no requests for password reset for her Visit Pay account.
  
  MRN *******  ********************************* ***
  
  There was one interaction with the patients spouse regarding her husbands account.
  09/13/2022- Patients spouse called in and spoke to PSCC **** ****** she was upset that the date on the statement stated that the account would go to agency 09/02/2022, but the accounts went to collections 09/02/2022. She paid ****** for the balance and stated that if this happened again, she would call the BBB.
  ****** sent this to me to question the date on the statement. I reviewed with **** and advised ****** that the date on the statement differs because really this is an extra statement. The patient receives e-statements through Visit pay. They received their final past due notice in July.  This was already enroute to go to agency in August. If this was on an e-statement patient and the final bill sent in August, the date would be correct for the agency placement.  Going forward we will no longer be in sending the courtesy statements when the patient is receives e-statements which will prevent these in the future.
  Follow up that the $30 was paid with ****** on 09/13/2022 and should/could have confirmed that this was pulled from the agency to avoid the patient from receiving a *********** notice crossing in the mail due to a timing issue with us sending the updated file.
  

  This patient did have a password reset request
  10/31/2020 the VP  account was created
  06/05/2021 account accessed
  07/06/2022 but was able to log in according to the logs.
  07/21/2022 but was able to log in and then the account was consolidated allowing the spouse to manage the account.
  There was no activity in the month of August
  09/10/2022- the patient accessed Visit Pay and downloaded itemized statements.
  
  In reference to the My Geisinger issue, a key troubleshooting exercise "please confirm the username on the Visit Pay account" vs username they are attempting to use the Mychart username. They also need to enable the SSO in Visit Pay prior to using the MyG SSO. Visit Pay also extended the password expiration to 199 years to assist in this issue.