Complaints

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

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• 

  Allegheny Health Network

  120 Fifth Avenue, Suite 2900 Pittsburgh, PA 15222

• 

  Allegheny Health Network

  320 E North Ave Pittsburgh, PA 15212-4756

• 

  Allegheny Health Network

  490 E North Ave Ste 102 Pittsburgh, PA 15212-4740

• 

  Allegheny Health Network

  PO Box 400531 Pittsburgh, PA 15268-0531

• 

  Allegheny Health Network

  2580 Haymaker Rd Ste 201 Monroeville, PA 15146-3500

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:12/06/2023

  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’ve been a ****** ****** patient with AHN since 2006 and have had the same health insurance the entire time, there has never been any changes to my coverage. Over the past 12 months I keep getting billed for a copay and I HAVE NEVER HAD A COPAY FOR MY ****** ****** COVERAGE. My ****** ****** copay is “$0” period. I have called AHN billing department approximately 10 to 20 times this year about this problem and told them exactly what they are doing wrong according to my Higmark Insurance provider. They continue to bill the insurance company with the wrong modifier which generates a $30 copay bill to be sent to me. How incompetent can they be? I’m tired of calling them every single month

  Business Response

  Date: 12/18/2023

  12/18/2023
  Better Business
  Bureau
  ********* ** ********
  

  **** ********* *****
  Thank you for the opportunity to respond to the concerns
  expressed by ******** **** ** ******** that you shared in an email
  dated 12/6/2023 and received by
  the Customer Care Center on 12/18/2023 Allegheny Health Network places great
  importance on the resolution of concerns that are expressed by our patient and/or
  their family members.
  I understand that *** **** has the following
  concerns related to her Services with Allegheny Health Network from 6/6/2022
  through 11/16/2023:

  *** **** received statements advising of a co-pay due for services her health coverage benefits processed with no cost share applied towards a co-pay. ******** **** has made attempts to resolve the balance due with little resolution from the customer service department.

  We would like to thank you for bringing ******** ****** concerns to our
  attention, and for providing us with the opportunity to address them. *** ****’s concerns were immediately
  shared with the appropriate leadership for investigation and follow up. In
  response to *** ****’s concerns,
  we have determined:

  After a thorough review, it was determined *** ****’s Highmark Insurance is reprocessing the claims for her service dates of 6/6/2022 through 11/16/2023 as they did not process correctly towards her benefit.   
  

  Thank you
  again for sharing ******** ******
  concerns. We will utilize the feedback you have shared in our efforts to
  continually improve our services. I wish all the best for her good health and
  well-being.
  Please let me know if you have any additional concerns or
  require additional information.
  

  Sincerely,

  
  Samantha ****
  Revenue Cycle Supervisor
  Customer Care Center
  Customer Service
  4 Allegheny Center, 10th Floor
  Pittsburgh, PA 15212
  ***** **************
  *** ***** ********
  *********************

• Initial Complaint

  Date:09/06/2023

  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.

  To whom it may concern,
  
  This letter is in regards to my daughter, ****** *********** ***, visit to Grove City Hospital ER visit on November 26, 2022 AHN accoun* ********** November 20, 2022 ****** was a patient at Family First Swift Care (New Castle, PA) with symptoms of fever, runny nose and lethargy. The flu/covid rapid test. The results were negative, however I was told as it is a rapid test, it was still most likely the flu and to treat the patient as such. Almost a week later ****** was feeling worse with a very deep and consistent cough that could not be suppressed with over the counter cough medications.
  The purpose of the ER visit was to reconfirm any diagnoses and suppress the cough. The ER Dr. M******* introduced himself. After explaining the situation and the aforementioned urgent care visit I was simply met with “it’s the flu take some Robitussin and go home”. I had to ask for the doctor to check for fluid in her lungs. At no point in this visit was I offered a flu test, a covoid test, fluids, or antibiotics. I was dismissed as an overly dramatic mother.
  I filed this exact complaint in an email survey days later and assumed that is why I never received a bill. The bill (bill ID *************** for this visit is 10 months late.
  My intentions are to dispute this bill, in the amount of $150.00, due to the complete lack of patient care.
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 09/26/2023

  September 14th, 2023
  Better
  Business Bureau
  **** *  ********
  
  To whom it may concern,
  Thank you
  for the opportunity to respond to the concerns brought forth by *** ********
  Allegheny Health Network places great importance on the resolution of concerns
  that are expressed by our patient and/or their family members.
  We would
  like to thank you for bringing *** ********* concerns to our attention, and for
  providing us with the opportunity to address them. *** ********* concerns were
  immediately shared with the appropriate leadership for investigation and follow
  up. In response to *** ********* concerns, we have determined:
  Reviewed patient concerns, and
  have responded directly to *** ********* concerns in writing, for any
  further concerns we encourag* *** ******* to call Grove City Hospital at (724)
  450-7000 and request to be transferred to the Patient Experience department.
  
  We appreciate our patient’s and family
  members feedback and for the opportunity to review their concerns. Thank you
  again for sharing *** ********* concerns. We will utilize the feedback you have
  shared in our efforts to continually improve our services. I wish all the best
  for her and her daughter with good health and well-being.
  Please
  let me know if you have any additional concerns or require additional
  information.
  Sincerely,
  
  Casey B.
  Service Excellence Specialist
  Office of Patient Experience
  Allegheny Health Network

• Initial Complaint

  Date:06/23/2023

  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.

  This is so odd that I'm wondering if there is some kind of data breech. I was billed for services on Dec 2 2022. The bill would have been paid by my insurance had billing not submitted the claim under an incorrect name. I received a bill in March. Called billing and was told they would escalate to get the bill submitted correctly. I called again in April after receiving the bill again. Again, with my insurance provider on the three way call, I was told they would escalate to resolve. In May, I had to make another call. Same results. Today, I get a notice they are sending it to collections! Called my insurance, got on the three way call, and they told me the same thing again, but this time told me that I would still be sent to collections, even though the error was theirs. They refused to get me a supervisor, they refused to send me an email contact, they were rude and then, they hung up on us. The insurance rep was stunned. They had never heard anything like it. She said something seemed off and agreed there were some red flags. At this point, I'm concerned there was a data breech and this is a scam, because how this has played out just can't be real. I have had this insurance for 18 years and have always trusted AHN. The insurance rep was even at a loss for what to do next. Needless to say, I will never go to that provider again.
  At this point, I welcome being sent to collections. Not only will the bill not get paid, but they'll be paying me.

  Business Response

  Date: 07/07/2023

  7/5/2023
  Better Business
  Bureau
  ********* ** * ********
  **** ********* *****
  Thank you for the opportunity to respond to the concerns
  expressed by ********** ******** * ******** that you shared in an email dated 6/23/2023 and received by the Customer Care Center on 6/23/2023. Allegheny Health Network
  places great importance on the resolution of concerns that are expressed by our
  patient and/or their family members.
  I understand that *** *****r has the following
  concerns related to her Services with Allegheny Health Network from 12/02/2022:
  *** ****** expressed frustration regarding an outstanding balance for services rendered at Allegheny Health Network on 12/02/2022. Her insurance company advised her that Allegheny Heath Network submitted the claim with the incorrect last name. She stated she received a bill stating she will be sent to collections.
  *** ****** placed countless calls to both Allegheny Health Network and Highmark about billing which did not produce any kind of results. As she has attempted to resolve the outstanding balance, the service continued to age but never entered a collection status.
  We would like to thank you for bringing ********** ******** concerns to
  our attention, and for providing us with the opportunity to address them. *** ******’s concerns were immediately
  shared with the appropriate leadership for investigation and follow up. In
  response to *** ******’s
  concerns, we have determined:
  After a thorough review of *** ******’s account, the claim was submitted with the appropriate last name, *******
  At the request of the patient and insurance company, Allegheny Health Network has resubmitted the claims to Highmark.
  The Customer Care Center contacted *** ****** to advise of the resubmission of her claims and provide her the 1500 claim image form.
  ********* *****
  thank you again for sharing ********** ******** concerns. We will utilize the
  feedback you have shared in our efforts to continually improve our services. I
  wish all the best for her good health and well-being.
  Please let me know if you have any additional concerns or
  require additional information.
  Sincerely,
  Samantha C***
  Customer Care Center Supervisor, Rev Cycle

• Initial Complaint

  Date:06/21/2023

  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.

  Sleep study conducted in October 2022, results inconclusive. Insurance changed in October, notified Sleep Lab of insurance change BEFORE the study was done. They said the new insurance (UPMC) was fine. Insurance denied claim. Contacted Sleep Lab, who is part of AHN. Also contacted AHN. Also contacted UPMC. All parties suggested contacting other parties. No results of any kind. Bill ultimately sent to collections, who I am unable to reach at the phone number provided.
  
  I want this bill settled ($193.22) and I want to make sure this does not impact my credit. Since none of these companies seem at all interested in helping me, I am turning to the BBB.
  
  After wasting about six months with 'Sleep Lab', I had another study done with another company. No issues at all with the other company at all, billing or otherwise.
  
  Please help!

  Business Response

  Date: 07/05/2023

  6/29/2023
  Better Business
  Bureau
  ********* ** * ********
  **** ********* *****
  Thank you for the opportunity to respond to the concerns
  expressed by ****** ********* ** * ******** that you shared in an email dated 6/22/2023 and received by the Customer Care Center on 6/22/2023. Allegheny Health Network
  places great importance on the resolution of concerns that are expressed by our
  patient and/or their family members.
  I understand that *** ********* has the following
  concerns related to his Services with Allegheny Health Network from 10/29/2022:
  *** ********* expressed frustration regarding an outstanding balance for services rendered at Allegheny Health Network on 10/29/2022. He provided his updated insurance information and was advised it was accepted.
  *** ********* placed countless calls to both Allegheny Health Network and UPMC about billing which did not produce any kind of results. As he has attempted to resolve the outstanding balance, the service continued to age allowing it to enter a collection status.
  We would like to thank you for bringing ****** *********’s concerns to our
  attention, and for providing us with the opportunity to address them. *** *********’s concerns were
  immediately shared with the appropriate leadership for investigation and follow
  up. In response to *** *********’s
  concerns, we have determined:
  After a thorough review of *** *********’s account, the service was billed and coded appropriately.
  Regrettably, *** *********’s selected benefits with his UPMC insurance does not accept the diagnosis codes billed for his service rendered.
  The Customer Care Center representative attempted to contact through various communications to *** ********* however, the representative was unsuccessful.  
  ********* ****,
  thank you again for sharing Justin
  Spagnuolo’s concerns. We will utilize the feedback you have shared in
  our efforts to continually improve our services. I wish all the best for her
  good health and well-being.
  Please let me know if you have any additional concerns or
  require additional information.
  Sincerely,
  Samantha C***
  Customer Care Center
  Supervisor, Rev Cycle
  ***************
  ***************
  *********************
  

  Customer Answer

  Date: 07/06/2023

  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.
  

  Per their own response, AGH messed up.  Simply read their response for verification.  They did NOT try to contact me in any way beyond sending me the same bill once a month.  That is an outright lie.  I would love to see these supposed emails, letters, or phone call transcripts indicating some sort of effort on their part.  When I contacted them (multiple times), I was repeatedly told "sorry, not our problem, pay your bill."  They messed up.  They need to pay the debt.  Big companies take for granted that people will just pay the money instead of going through the trouble of filing a formal complaint.  If they actually cared about their customers, we wouldn't be in this situation with bland apologetic responses and no actual corrective action.

  The only resolution I will accept is a full refund of this bill.

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

• Initial Complaint

  Date:06/11/2023

  Type:Customer Service 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 June 9th 2023 I received a diagnosis from a doctor I never saw. The diagnosis was from Dr. Stephanie B****, who I have never had an appointment with and who has never examined me. My OB is Dr. D****. The diagnosis states complications with my pregnancy. There are no complications with my pregnancy. I have had ongoing issues with Jefferson hospital misdiagnosing me and ongoing issues with correcting my medical records. I would like the diagnosis documented by Dr. S B**** to be removed from my medical record as they have never examined me and they are not my doctor.

  Business Response

  Date: 06/27/2023

  6/27/2023
  Better Business Bureau
  **** * ********
  
  **** **********

  
  Thank you for the opportunity to respond to the additional concerns
  brought forth by ******* *****. Allegheny Health Network places great
  importance on the resolution of concerns that are expressed by our patients
  and/or their family members.
  We would like to thank you for bringing **** ******* concerns
  to our attention, and for providing us with the opportunity to address them. **** ******* concerns were shared with the appropriate leadership for investigation
  and follow up.
  In response to **** ******* concerns, we have reviewed the patient’s concerns and addressed them appropriately
  with the patient. If further concerns are raised, they are best addressed by
  the patient reaching out to the physician practice. 
  ********** thank you again for sharing **** *******
  concerns. We will utilize the feedback you have shared in our efforts to continually
  improve our services. I wish all the best for her good health and well-being.
  Please let me know if you have any additional concerns or
  require additional information.
  Sincerely,
  Samantha C*****
  Director,
  Service Excellence- Patient Experience
  Allegheny
  Health Network
  ***** ************

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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.

  Security procedures are nonsensical. So i try to go with my wife for her sonogram as we are expecting. They ask if she knows where she is going and she passes without ID or screening. But, me being with her and part of that appointment is not enough. They force me to scan my ID and get a sticker printed. All the while others are allowed to pass claiming they know where they are going. How does this make things safer? Its discriminatory and needs to apply to all or its useless. They have no idea if those others are actually patients. Why am i violated for being with someone who actually has an appointment.

  Business Response

  Date: 05/04/2023

  5/3/2023
  Better Business Bureau
  ********* *** ********
  **** **********

  
  Thank you
  for the opportunity to respond to the concerns expressed by ******* ****** that
  you shared in an email April 23, 2023 and received by the Customer Care Center
  on April 23, 2023. Allegheny Health Network places great importance on the
  resolution of concerns that are expressed by our patient and/or their family
  members.
  I understand
  that *** ****** has the following concerns with Allegheny Health Network:
  *** ****** and his spouse went to an Allegheny Health Network location, where he was forced to provide his Identification to obtain a Visitors Pass.  He expressed frustration that other individuals were not screened, as they knew the direction to their intended department. He strongly believes that this is discriminatory and does not make things safer.
  
  We would
  like to thank you for bringing *** ****** concerns to our attention, and for
  providing us with the opportunity to address them. *** ******** concerns were
  immediately shared with the appropriate leadership for investigation and follow
  up. In response to *** ******** concerns, we have determined:
  Multiple attempts to reach out to *** ****** were made, however he declined our attempts requesting no further communication.
  Per the Allegheny Health Network Visitor Policy visible on the Allegheny Health Network website, all visitors are expected to provide valid ID when entering the facility, be over the age of 18, be healthy and accept a COVID-19 screening and stay within designated areas.  Safety precautions may vary from on location to another and could change daily based on patient volume.
  As of May 3, 2023, *** ****** has not provided the place of service or any other additional pertinent information.
  

  *********,
  thank you again for sharing ******* ******** concerns. We will utilize the
  feedback you have shared in our efforts to continually improve our services. I
  wish all the best for his good health and well-being.
  Please let
  me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue
  Cycle Supervisor, Customer Care Center
  Customer
  Service
  ***** *************
  *** ***** ********
  *********************

  Customer Answer

  Date: 05/04/2023

  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.
  
  
  Typical smoke up the **** No one contacted me. 
  
  
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:04/11/2023

  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.

  I received a response to a complaint I made with the PA AG. In this response, AHN addressed me as “Ms.” I am a Mrs. There was an issue with my medical records causing a misdiagnosis. I visited the ER at Jefferson Hospital where I was diagnosed with something that the hospital never even tested for. The doctor just decided I had this disease and even wrote down I had a history of it when I have never had a history of the disease. The response stated to reach out to Mary Ann L. (Service Excellence Specialist with AHN) at ************* I have left three voicemails and called countless times. No one picks up the phone or returns my calls. AHN seems to think allowing their doctors to diagnose patients without proper testing is acceptable and is seemingly avoiding correcting my medical record despite me seeing an AHN doctor shortly after who confirmed the misdiagnosis and treated me for a burst ovarian cyst, the actual issue. I was upset initially but I figured this was a bad egg, a one off. These things happen. I did not expect AHN to state they consider diagnosing someone without testing them as proper health care. I thought people that came up with a hypothesis had to prove that hypothesis. Apparently at AHN doctors don’t have to do tests to diagnose you. They can just look at you and know.

  Business Response

  Date: 05/05/2023

  5/04/2023
  Better Business Bureau
  **** * ********
  
  **** **********
  Thank you for the opportunity to respond to the concerns
  brought forth by J****** ****** We appreciate the constructive feedback
  submitted 4/28/2023. Allegheny Health Network places great importance on the
  resolution of concerns that are expressed by our patient and/or their family
  members.
  I understand that ******* ***** has the following concerns
  with Allegheny Health Network:
  **** ***** was concerned with being addressed as “Ms.” instead of “Mrs.” in correspondence from Allegheny Health Network.
  Disagrees with the internal review regarding her Medical Treatment at Jefferson Hospital
  Frustration as multiple phone call and voicemail attempts were left for the Patient Experience Service Excellence Representative; however no return call was made.
  We would like to thank you for bringing **** *****’s concerns
  to our attention, and for providing us with the opportunity to address them. **** ******* concerns were immediately shared with the appropriate leadership for
  investigation and follow up. In response to **** *****’s concerns, we have
  determined:
  **** *****’s concerns were addressed appropriately, and the care received was appropriate.
  In a discussion with **** ***** on 5/4/2023 a verbal apology was provided for prefix used in correspondence to **** *****.  
  We apologize for the experience you had reaching our Patient Experience team. Our patient experience team is likely to respond within 24 hours. Your feedback has helped us identify areas of improvement.
  ********** thank you again for sharing **** *****’s
  concerns. We will utilize the feedback you have shared in our efforts to
  continually improve our services. I wish all the best for her good health and
  well-being.
  Please let me know if you have any additional concerns or
  require additional information.
  Sincerely,
  Samantha C*****
  Director, Service Excellence- Patient
  Experience
  Allegheny Health Network
  ***** ************
  
  

  Customer Answer

  Date: 05/05/2023

  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.
  
  
  How were you able to provide a verbal apology if I did not answer or return your calls as you stated in your response? This inconsistency in your response is of great concern. My medical records have still not been updated and my issues are still ongoing. I was told I would receive paperwork to have my medical records corrected but have not. It is highly inappropriate to attempt to close this complaint without fully following through with the resolution discussed. I was not diagnosed appropriately and my medical records still reflect the incorrect diagnosis. While a verbal apology for referring to me as Ms. as opposed to the appropriate Mrs. is appreciated, it does not do much to correct the very serious issue of AHN having incorrect medical records on file for me. I would appreciate it if this complaint would remain open until the proper resolution of corrected medical records is reached. 
  

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

  Business Response

  Date: 05/15/2023

  5/15/2023
  Better Business Bureau
  **** * ********
  
  Dear **********
  Thank you for the opportunity to respond to the concerns
  brought forth by J****** ****** We appreciate the constructive feedback
  submitted 4/28/2023. Allegheny Health Network places great importance on the
  resolution of concerns that are expressed by our patient and/or their family
  members.
  I understand that ******* ***** has the following concerns
  with Allegheny Health Network:
  **** ***** provided additional concerns regarding the verbal apology.
  Medical record documentation was not provided and not being updated timely.
  We would like to thank you for bringing **** *****’s concerns
  to our attention, and for providing us with the opportunity to address them.
  *** ******* concerns were immediately shared with the appropriate leadership
  for investigation and follow up. In response to *** ******* concerns, we have
  determined:
  We have spoken with **** ***** and we’re able to resolve her concerns at the point of contact. The necessary changes have been made to **** *****’s medical records.
  If there are any further concerns, **** ***** is welcome to reach out to our office. 
  
  
  ********** thank you again for sharing **** *****’s
  concerns. We will utilize the feedback you have shared in our efforts to
  continually improve our services. I wish all the best for her good health and
  well-being.
  Please let me know if you have any additional concerns or
  require additional information.
  Sincerely,
  Samantha C*****
  Director,
  Service Excellence- Patient Experience
  Allegheny
  Health Network
  ***** ************
  

  Customer Answer

  Date: 05/15/2023

  [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:02/16/2023

  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.

  I scheduled an appointment MONTHS ago to see Dr J**** at rheumatology at AHN (video visit) on March 2. Today 2/16/23, My appointment was canceled and when I called to see why, I was told that I could not see a new provider in their network until I saw the one I had previously seen and been released to someone else. I saw the previous provider 2 YEARS ago, because she was closest with the earliest availability. I did not want to see her again - just a personal preference. She is also not in the same location as they do not have offices there anymore so it isn't even more convenient.
  
  When I made the appt, I did tell them i had seen someone previously. I also told them who I wanted to schedule with and was scheduled for months out.
  
  With the exception of the person who amswered at forbes hospital to transfer me to the office, every person I spoke to was rude, condescending, and acting like I had done something wrong because "that's our protocol."
  
  I didn't not folllow their protocol- they did that to themselves. I was told I needed to see the previous provider because "I never called or contacted saying I didn't want to see her again or that I had an issue with her." WHY would I want my personal preferences to negatively impact her? She didnt do anything wrong, I just prefer someone else. I also was not informed of their protocol at scheduling so why would I contact her prior? They scheduled me. I waited MONTHS to have it canceled for their mistakes...after I scheduled around my work schedule, etc.
  
  I SHOULD NOT have to give some random scheduler my personal health info or mental health history to be able to schedule with someone who makes me more comfortable.

  Business Response

  Date: 02/17/2023

  Please see the attached.

  Customer Answer

  Date: 02/17/2023

  [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. 

  
  

  I was contacted later that day and given an appointment sooner than I was originally scheduled. My issue was handled satisfactorily.  Thank you.  
  
  
  
  Regards,
  
  
  ******* *******

• Initial Complaint

  Date:02/09/2023

  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.

  For over 2 months at the end of last year, I made over 15 calls/emails to AHN’s billing department for my neurologist appt. They continually put in the wrong code for my Botox procedure, which was then denied by my insurance because the code they use requires precertification. The precertification was obtained on the prescription end and does need need obtained for the procedure. After being told several times I was wrong and then trying to bill me over $400 when I owed nothing, I finally got a supervisor to call me back. The CSR I spoke to previously told me I misunderstood how insurance works and I was wrong. She was very condescending. I’m a personal injury paralegal who deals with this regularly. I spoke with my doctors office finally because I was getting nowhere with the CSR who just thought she was right and listened to nothing I said. The doctors office did a conference call with billing and my insurance. There is no precertification required. The billing dept put in the wrong code. The billing lady said that she didn’t know what code she was supposed to use. She fixed those two previous appointments and it was rectified, but I go every three months for Botox for migraines. It has now been billed wrong yet again. The billing department has no idea what they are doing. When you try to explain to them that they are billing it wrong, they double down and say I don’t know what I am talking about. I previously had to file a complaint with the attorney general and AHN compliance to get this fixed. This is insane. I’m sick of wasting my time trying to get people to do theirs. I can’t go through this every 3 months because the billing dept does not have a clue. I don’t know how a major billing system runs this way. I’m not paying a bill I don’t owe because of the billing departments incompetence. Even the doctors office said it was the billing departments fault. This needs fixed now.

  Customer Answer

  Date: 02/13/2023

   I got the issue resolved. 
  ********* *** ********
  
  Thanks,
  ***** 

• Initial Complaint

  Date:02/05/2023

  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.

  February 1-3,2023 My hospital stay was super awful. I had to share a room with another person. No privacy. Also, Covid 19 is still out there and the flu too. Sharing a room created a risk for me as I am high risk. I am so appalled the Forbes Regional Hospital had me in a shared hospital room. I was upset that someone else heard my medical information. Plus using the same bathroom was not safe and sanitary.

  Business Response

  Date: 02/15/2023

  **** ******* ******
  
  This letter is in follow-up to
  the concerns you shared with staff on 02-05-2023 regarding your
  experience in our 5S A Unit. We are very sorry for your recent
  experience. Your concerns are very important and were addressed with key
  organizational leaders to assure prompt follow-up. Thank you again for taking
  the time to express your concerns, as it is always our goal that each patient
  receives professional, compassionate, attentive, and efficient care and
  service.  
  
  We understand your concerns to be
  related to privacy and the care you received. Your concerns have been reviewed
  thoroughly and as a result; we determined that your treatment was appropriate. We
  will utilize the feedback shared by you to improve the services we provide to
  all our patients. 
  
  Our AHN
  Forbes Hospital care team is dedicated to working non-stop to see that every
  patient receives the best possible care in the most supportive environment, and
  we are sincerely disappointed when we learn that we did not meet your
  expectations. Your confidence in our hospital and services is important to us,
  and we hope that if you need our services again, you will allow us to care for
  you. Once again, we are sorry that we did not meet your care expectations when
  you came seeking care. 
  
  We appreciate your feedback and the
  opportunity to respond to you. Allegheny Health Network considers your
  grievance resolved as of today, 02-12-2023. If we can assist you in any way in
  the future, please do not hesitate to call us.
  
  Sincerely,
  
  
  Sebastian A.
  Office of Patient Experience
  Forbes Hospital