Complaints

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

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• 

  Excela Health

  532 W Pittsburgh St Greensburg, PA 15601-2239

• 

  Excela Health

  600 Jefferson Ave Jeannette, PA 15644-2539

• 

  Excela Health

  508 S Church St Mount Pleasant, PA 15666-1702

• 

  Excela Health

  348 Donohoe Rd Greensburg, PA 15601

• 

  Excela Health

  134 Industrial Park Road Suite 2000 Greensburg, PA 15601

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:08/12/2023

  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 5/24/2023 I called for a Sleep Study per Dr M****. I told the scheduler that I'd only be in PA until 7/25/2023 and asked if it could be completed in 2 months. Was told they didn't see a problem therefore they scheduled the Apt for 5/26 two days later. When I arrived I again let them know I leave in 2 months could it be completed and was told it wouldn't be a problem. I proceeded with the Apt believing it would be completed as they told me. Also I was charged $25 for 3 to 10 mins of smoking sensation. They asked if I wanted to stop smoking, I said No I like cigars. That was it, about 30 seconds and I wasn't there for that. I was called between a week or two later to do the study on 7/16/2023, just 9 days before I was scheduled to leave. This was for over 6 weeks later from the initial Apt. I asked Again would we be completed with in 9 days as I was leaving. I was told no as after the test it would go to the doctor and no telling how long it would take to review. After review I'd be fitted for the proper equipment and would have to return within 31 days for adjustments. At this time I told them I would have never gone to the first Apt if I had been advised it couldn't be completed within 2 months. I was completely deceived being told it would be completed. I went to the first Apt on deception being told it would be completed. I spoke to many people in billing and last to Brandy L*****. I've explained what's in this complaint and it was denied stating I was responsible for payment, see attached letter.
  I contacted my insurance, Tri Care and also told them not to pay the $295 bill for the reason above. I also notified them of the $25 charge for 3 to 10 minutes of smoking cessation that Never occurred. This is not money out of my pocket as my insurance would have paid.
  I received no benefit from starting the process which couldn't be completed. They would be the only ones to benefit collecting payment for a process they didn't complete but told me it would be.

  Business Response

  Date: 09/18/2023

  These concerns has been reviewed and it has been determined that the charges are correct and consistent with the care that was provided. 

  Customer Answer

  Date: 09/18/2023

  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 received no benefit from the visit as they could not finish the testing in the 2 months time frame I was told they could before this visit occurred.

  On top of that I NEVER received 3 to 10 minutes of smoking cessation in which they charged my insurance company $25 for.  They asked if I wanted to stop smoking and I told them no, I like cigars.  That was the extent of the conversation we had about smoking. My insurance company paid the bill $236 and I sent $34 for a total of $270.  The only reason I paid was I don't want them messing with my excellent credit.
  

  I went to this appointment on deception being told it would be completed. I would have never gone had I been been told truthfully they couldn't do it.  
  

  I've been going to Excela for over 20 years, like my PCP and have never not paid nor told my insurance company not to pay other than this time. Perhaps its time to look at other options as there are many.  I was deceived into going to this visit from the start!

  
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:07/11/2023

  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.

  they are billing me for an appointment I already paid. In NOVEMBER of last year. I cannot get in touch with anyone that knows where this is coming from. Others that I spoke to at FRICK and Excela say no one can help me because Excela is "merging" to change their name. When I call the automoated service TO PAY because I would rather pay twice than have some debt service come after me, their line says I have no balance due. This was a visit in November? Yet not OVERDUE?
  
  Just want them to stop sending me these paper bills for something I already paid. #********* it loooks like and my corp. ID is ********.

  Business Response

  Date: 07/28/2023

  This communication is in response to your
  correspondence dated July 11, 2023 in connection with complaint ********. Upon review of the patient’s account it has been
  determined that the referenced bill is valid. The payment the patient made was
  the copay. The bill the patient received is for the remaining balance. The
  patient signed documentation regarding the same. 

  Customer Answer

  Date: 08/01/2023

  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 already paid it ONCE....even though I did not receive any inpatient treatment from Dr. M*****.  Now that Excela is Independence they will probably continue the double billing that instead of making sure they have accurate records.

  You can't even get in touch with them or their billing office now that they are trying to change names to hide their bad practices.
  
  
  
  Regards,
  
  
  
  ***** ************

• Initial Complaint

  Date:06/26/2023

  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 received a BILL today in the amount of $601.00 from Excela. I haven't had any treatment from an Excela hospital since 1984. This bill doesn't say what "procedure" I had on 10/31/22. No explanation whatsoever. Since a new hospital took over I think they are trying to rip senior citizens off.
  
  I tried to reach out to a chat operator on their website and he gave me a number to call. But why should I waste MY time calling a doofus? I informed the Chat operator Richard that I would not be paying this bill. Next stop is the Attorney General of Pennsylvania.
  
  If they report me to a credit bureau I will go after financial damages. I would tell people to avoid Excela at all costs, but it doesn't matter since they send you a bill anyway.

  Business Response

  Date: 07/28/2023

  This communication is in
  response to your correspondence dated June 26, 2023 in connection with
  complaint ********. The patient received services at a clinic that is
  contracted with Excela. Patients are registered to that contract and billed.
  However, this patient was not correctly registered during intake at the clinic. A
  contract registration account will be created. Excela is to remove all of the
  charges from the incorrect account. Said account will then be adjusted to
  zero. 

  Customer Answer

  Date: 08/31/2023

  Today is August 30. See my original complaint of 6/26 below and the "so called" RESOLUTION. What a joke! I received another bill today EVEN THO THEY SAID THEY WOULDN'T SEND ME ANOTHER ONE and now they are THREATENING to send me to collections. I had blood work done at a free clinic. I called and clinic and they said i was billed in error. They told Excela to stop billing me and even tho the clinic did that and Excela saw my complaint on this website the dumbasses billed me again. Even tho when you read their response below it says my balance is ZERO. AVOID THIS HOSPITAL AT ALL COSTS. They can't do anything right. Initial Complaint 06/26/2023 Complaint Type: Billing/Collection Issues Status: AnsweredMore info I received a BILL today in the amount of $601.00 from Excela. I haven't had any treatment from an Excela hospital since 1984. This bill doesn't say what "procedure" I had on 10/31/22. No explanation whatsoever. Since a new hospital took over I think they are trying to rip senior citizens off. I tried to reach out to a chat operator on their website and he gave me a number to call. But why should I waste MY time calling a doofus? I informed the Chat operator Richard that I would not be paying this bill. Next stop is the Attorney General of Pennsylvania. If they report me to a credit bureau I will go after financial damages. I would tell people to avoid Excela at all costs, but it doesn't matter since they send you a bill anyway. Business response 07/28/2023 This communication is in response to your correspondence dated June 26, 2023 in connection with complaint ********. The patient received services at a clinic that is contracted with Excela. Patients are registered to that contract and billed. However, this patient was not correctly registered during intake at the clinic. A contract registration account will be created. Excela is to remove all of the charges from the incorrect account. Said account will then be adjusted to zero.

  Business Response

  Date: 09/20/2023

  You can disregard the bill you received on or about August 30, 2023. There was an initial delay in the transfer of information to our Revenue Cycle Manager. It's likely that their system generates a statement in advance to be mailed to the consumer in a timely manner. This would have created a lapse from when the account was balanced out to zero to when the mail was sent out. The Revenue Cycle Manager was contacted directly to assure that this account was removed from future billing notifications. 

• Initial Complaint

  Date:05/05/2023

  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.

  I scheduled and attended an annual wellness visit on 1/31/23 with Dr. Karen L*** of Chestnut Ridge Family Medicine. During my visit without my knowledge or consent, the appointment was re-categorized as a level 4 office visit. My insurance was billed for a level 4 visit, not a wellness visit. Wellness visits are covered at 100%. Level 4 is not, until my deductible is met. I received a bill for $126.85. I've called the doctor office and they refuse to change the coding. They said it was too late to change the coding. I called the billing department who instructed me to write a letter, which I did to appeal the charge. (it is attached) The insurance company said the doctor needs to change the coding and that it's not too late. I've called the billing department at Excela Health numerous times. I receive different advice each time. Once I was instructed to send the letter to my insurance company, which I did. Then I was told to wait 30-45 days for a response. I've never received a response, but I continue to receive a bill from them, which is currently showing 61-90 days past due. My issue is that this feels like fraud and a trap by the doctor in order to be able to bill the insurance company and receive a co-pay. I believe it is the doctor's responsibility to inform the patient if and when a visit is changing to something else. I didn't consent to that, nor did I ask for it. But now I'm being charged for it. It's wrong.

  Business Response

  Date: 06/21/2023

  Thank you for taking the time in bringing your concerns to our attention. Upon review of the case by the Coding Manager it was addressed that there are two codes that could potentially be used in this situation. It was determined that the initial coding would be changed and the replacement code to be utilized. As such, a corrected claim was submitted to the insurance provider. Payment was received and there is a remaining patient responsibility balance. The patient will receive a statement with the new statement cycle. If you have any questions please do not hesitate to contact me. Thank you. 

  Customer Answer

  Date: 06/26/2023

  
  
  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:01/01/2023

  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 procedure done in early 2021 and was sent a bill by excela health in August of 2021 for payment of the procedure minus what my insurance paid. I paid that bill through my HSA within a week of receiving it. Received confirmation of payment and no further bills. After moving and switching HSA as the HSA company sold, I was sent an identical bill from that 2021 bill with the demand for payment listed as current. No changes were made by the insurance- it was literally a duplicate bill from years earlier that I had paid. I called EH after receiving the duplicate bill and said I had paid off this bill years before. Obviously if I had not, it would not be listed as current - it would be in medical collections!! I asked what happened and finally they admitted they had switched medical billing companies and lost my payment record! Instead of assuming I had paid the bill, they re- billed me and were demanding I show proof of payment from years before otherwise I had to pay the bill or be sent to medical collections. I thankfully kept a paper copy of the original bill and payment but I told the customer service people it should not be on the patient to provide proof of payment from years before. Who keeps all those copies? What if the bill was much higher and I didn’t keep the record? The customer service people did not care about being unethical and told me I either provide the proof of payment or else threaten me with medical collections. I asked if they had a legal department and they said they did not know and their supervisor was busy. They said they would give me a call back. They never did and I received another late bill from them demanding payment. I called them again and went through the same thing. They told me they don’t accept email and I had to snail mail them copies of my original bill and proof of payment. And my HSA bill had sensitive information on it which I felt uncomfortable sending but they said they did not care -HIPPA?

  Business Response

  Date: 02/07/2023

  This letter is in response to the complaint your
  organization received regarding billing concerns with Excela Health. Thank you
  for taking the time to reach out and discuss these concerns with us. An
  investigation of the matter has been completed.
  Please be advised that Excela Health has made an adjustment
  to your account in the amount of fifty dollars ($50.00). There is nothing owed
  on this account. Please disregard the statement you received.
  Thank you for your time and attention regarding this matter.
  Please do not hesitate to contact me should there be any further questions.

• Initial Complaint

  Date:12/11/2022

  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 September 2022 i visited my PCP & was referred for a Lung scan and was told by office staff that there would be no cost to me, I reiterated and asked stating i was in no position to incur an expense at this time. I was told again there would be no cost & was set up for a first phone call that would schedule the scan. The same day I was contacted to schedule & again was told there would be no cost to me. I have received two bills they state is what my insurance will not cover. I called on October 18th to dispute the first bill I received for $72 & was told it would be reviewed, that i should receive a call back within 2 weeks. Upon receipt of the second bill, their automated billing system stated on 11/8 the balance on the $193.59 bill was zero, so i thought that is good they are working on this issue. The balance was zero when I called 11/15 & 11/22 also. I never received a call back so I called again November 17 & was told it was still under review. I had to call again when I received a second notice for the $193 and was told I did have the balance & that their automated phone system had not been working for a while & I couldn't go by that!!! they have included a $25 charge for 'counseling' that was a few sentences spewed by caller #2 regarding cessation products which are well known to all thanks to the flood of media we are exposed to & this info could have been mailed out or emailed at a lower/no cost & is a good example of gouging (they took 5 meals from my table). After many phone calls, I have had no success in receiving a no cost service. The no cost service relayed by staff is fraudulent & is used to get business & money. I was greatly misled.

  Business Response

  Date: 12/16/2022

    I am writing in response to the letter I received on December, 11, 2022 regarding ******* ********'s complaint. Please be aware that I have reached out to the appropriate departments in relation to her concerns. It appears as though her insurance has denied the claim. A further investigation of the same is in process with the representative of this insurance. The process can take anywhere from 30-60 days. I have made arrangements for an Excela Health employee to contact ******* and explain the situation in detail and to answer any questions she may have. At this time I am limited in what I can do until a response is received from the insurance provider. However, I want to keep you and ******* updated on the current happenings of the case. When more information becomes available I will provide another update. If you have questions in the meantime please do not hesitate to reach out. Thank you and my sincere apologies for any inconvenience this may have caused Ms. ********. 

• Initial Complaint

  Date:09/27/2022

  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.

  Excela Westmoreland Hospital medicare patient billing ethics.
  I received a bill today (Sept 27, 2022) for a service date of Feb.21, 2020. Excela invoices give NO information on what the services were for. Their description of charges states "Summary". No other information. I called the number on the invoice to talk to someone about it. Of course they farm out the calls to ???. After I gave them the basic information the person with a foreign accent asked me to hold please, then I was cut off. They have my callback number at work but no one calls back.
  Excela's billing ethics stink. I was invoiced twice this year for the same visit in 2021 and without knowing paid it twice. There is no way of validating payments or looking at your information online to see if you already paid an invoice. They never include information about the services provided and they never send the invoices in a timely or orderly chronological fashion. They seem to do everything in a manor to completely confuse the patient and I can only imagine the number of others who have paid more than they should have. I spent hours last week trying to figure out what I may still owe for my husbands medical bills. From what I could figure out I paid an extra $300. already. Am totally frustrated with their system.
  I would like ITEMIZED description copies of all my husbands medical bills from Jan 2020 to present, but have no idea how to acquire that information. They seem to like to keep everything hidden from the consumer.

  Business Response

  Date: 10/13/2022

  This letter is in response to the complaint your organization
  received regarding billing concerns with Excela Health. Thank you for taking
  the time in reaching out to discuss these concerns with us. Also, thank you for
  allowing additional time for responding to the complaint so that a proper and thorough
  investigation of the matter could be conducted.
  
  We sincerely apologize for any confusion and/or frustration
  these concerns may have caused. It is our hope to remedy these concerns and answer
  all questions to the Patient’s satisfaction.
  Regarding the bill received on September 27, 2022 with a
  service date of February 21, 2020 the account has been adjusted to reflect a
  zero balance. This means that the Patient does not owe on this account. There had been a
  systematic issue with the health insurance provider. The Issue has since been
  corrected.
  
  Please be advised that an itemized list of all accounts from
  2020-present have been sent in the mail for the Patient’s review. A Patient
  Accounting Representative, from Excela, has also been scheduled to reach out to
  the Patient directly to discuss the matters above in more detail and answer any
  questions.
  
  Thank you for your time and attention in this matter. Please
  do not hesitate to contact me should there be any further questions.  

  Customer Answer

  Date: 10/14/2022

  
  
  
  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. 

  I did also receive the documents I requested.

  
  
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:09/06/2022

  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've been hung up on several times with LUPA regarding a bill from Excela Health for a service I did not recognize and several other charges that I paid on my AMEX that they do not have in their system. I keep being sent "overdue bills" for things I paid (I think). Double billing/numbers of procedures do not match up.

  Business Response

  Date: 09/12/2022

  This letter is in response to your correspondence in
  connection with the complaint your organization received, by one of our
  patients, related to a billing concern. Thank you for taking the time to
  communicate with us these specific concerns.
  First and foremost, we would like to apologize to the
  patient. She had felt as though her call was deliberately disconnected with Lupa. There had been issues with the phone lines the day they spoke. On
  September 6, 2022 the patient had submitted her concerns to the Better Business
  Bureau. On September 7, 2022 a patient accounting representative was able to
  reach out to the patient and explain all accounts.
  At the time of service, the patient was quoted a prepayment
  amount. Once the insurance processed the claim it was determined that the
  patient needed to be refunded. As such, a refund was delivered to the patient.
  All accounts are up to date and there are no outstanding
  balances. If there are additional questions or concerns please do not hesitate
  to contact us.

  Customer Answer

  Date: 09/14/2022

  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:07/25/2022

  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.

  Excela Health Billing Department (Westmoreland Hospital) double-billed ****** ****** for services on August 27, 2021. The Billing Department did not discontinue an auto-pay payment plan even after the bill was fulfilled and they have not provided a refund in excess of $300 (originally more than $800) for more than four months. Details and timeline is included in the supporting documents. Excela is not only conducting fraudulent billing practices, but continues to refuse to refund money to patients within a timely manner. Excela should be investigated for fraud as I am aware of multiple other individuals who have been falsely billed, who had funds applied to outstanding accounts without permission, and those with accounts sent to collections without ever sending a bill to the patient.

  Business Response

  Date: 08/01/2022

  **** *** *****
  
  This
  letter is in response to your correspondence in connection with the complaint
  your organization received, by one of our patients, related to a billing
  concern. Thank you for taking the time to communicate with us these specific
  concerns.
  
  Upon
  a thorough review of the matter it has been determined that a check in the amount
  of $342.68 was issued to the patient and mailed to their address accordingly. Our
  records reflect that the check was cashed on July 27, 2022.  
  
  Thank you
  for your time and attention in the matter. If you have any questions or
  concerns please do not hesitate to contact me.

  Customer Answer

  Date: 08/01/2022

  [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 ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ******