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

  232 W 25th St Erie, PA 16544-0002

• 

  Allegheny Health Network

  4800 Friendship Ave Pittsburgh, PA 15224

• 

  Allegheny Health Network

  PO Box 400546 Pittsburgh, PA 15268

• 

  Allegheny Health Network

  Customer Service PO Box 6770 Pittsburgh, PA 15212

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:10/24/2022

  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.

  On September 6, 2022 I was scheduled for an outpatient surgery, however, the surgery was cancelled. Prior the the surgery I paid $1,389.95. This transaction cleared my account on September 7, 2022 as indicated on my attached bank statement. I have called the hospital on several occasions in an attempt to have this amount refunded, however, the billing department has been inconsistent and have yet to resolve the issue.
  
  On this same day, September 6, 2022 I received care from the emergency room department. I have received several bills related to this visit. I have called the billing department on several occasions requesting a line by line itemized bill. I was told it would take 2-3 weeks to receive an itemized bill. I was then informed I needed to email a different department in order to request the itemized bill. On these statements, it shows the same procedure codes with different quantity amounts; the bill does not indicate what the procedures and items were that are being charged. I again called the billing department to get clarification only to be told it would take several weeks to receive an itemized statement. I requested to speak with the manager only to be told the manager is in a meeting, not in the office, away from his/her desk. I requested a call back from the billing manager. As of today, I have not received any form of correspondence from the billing department nor have I received an itemized bill from the billing department.

  Business Response

  Date: 11/25/2022

  11/25/2022
  Better Business Bureau
  Complaint ID# ********
  Dear
  *********,
  Thank you
  for the opportunity to respond to the concerns expressed by ******** ***** that
  you shared in an email November 3, 2022 and received by the Customer Care
  Center on November 3, 2022. 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:
  *** ***** made a pre-payment for a procedure that was to be performed on September 6, 2022. The procedure was canceled; therefore *** ***** is inquiring about a refund.
  *** ***** expressed concern with the itemized billing and is requesting validation on the charge difference.
  
  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:
  *** ******* pre-payment was applied towards the rendered service on September 6, 2022 for the Emergency Services.
  Due to an overpayment, Allegheny Health Network refunded to her credit card in the amount of $882.25 to *** ***** on November 2, 2022.
  Calls were made to *** ***** to review the Itemized Billing and charge difference, but voicemails were left due to no response.
  *********,
  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 his good health and well-being.
  Ple*** let
  me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue
  Cycle Supervisor, Customer Care Center
  Customer
  Service
  ***** *************
  *** ***** ********
  *********************

• Initial Complaint

  Date:09/28/2022

  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.

  Allegheny Health Network continues for bill me for services that my insurance company, United Healthcare, insists I don’t owe. In, other words, my insurance paid what was owed to AHN for this service. I’ve been arguing with them for months and they won’t return my calls anymore. I also sent them a copy of a letter from United Healthcare saying I don’t own them any money for this particular service. In addition, a payment I recently made online to another doctor, was automatically put toward the amount they say I still owe, which I do not. In other words, this $15.00 payment will not go directly to the doctor from whom the bill came. And I will still owe this other doctor $15.00, as it will look as though I didn’t pay him.

  Customer Answer

  Date: 10/11/2022

  From: **** ****** **********************
  Date: Mon, Oct 10, 2022 at 9:26 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  Thank you so much for addressing my billing problem with Allegheny Health Network. I am happy to report that the issue has been cleared up and I no longer have a balance with them. I received for a very apologetic phone call and after months of myself and my insurance provider attempting to resolve this, it has been taken care of. 
  
  I have no doubt, whatsoever, that had you not looked into this, I would still be faced with a balance I simply did not owe. Again, thank you for your prompt response to my inquiry for assistance. It is greatly appreciated. 
  
  **** ******

• Initial Complaint

  Date:09/22/2022

  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.

  Ongoing attempts since June to get reimbursement of out-of-pocket costs (prior to receiving an exception from insurance company to cover payment in full) been futile. Engaged at least 15 service reps passing the buck, not responded, or provided account reconciliation documentation to NOT reimburse my out of pocket expenses in full. Cannot speak to anyone personally.
  June 1, 2022: charged $8,140 to my personal credit card as service was denied.
  June 2, 2022: Confirmed that Cigna contacted surgeon (left message for Ashley to send documentation the procedure would be covered by Insurance). Insurance asked provider to send claim directly to Service Executive so claim is processed correctly. This never happened.
  June 6: Surgical Procedure at AHN Plastics/AHN Hand Surgery, 4815 Liberty Avenue, Suite 425, Pittsburgh, PA 15224-2156
  August 30: Notified “Ashley/Stacey M” that we prepaid $8,140 on credit to Allegheny Health Clinic that would need to be reversed.
  August 30: “Stephanie” notified credit refund of $1448.54 on August 23.
  August 31: “Stephanie” notified an “update from the “Management Team” of an additional refund of $1449.10 issued for a total of $2,897.64 and stated “the facilities and service costs are now satisfied.”
  September 1: Another credit to charge account in the amount of $937.96 was made from ALLEGHENY CLINIC on August 31.
  September 7: Again, notified AHN that I paid $8,140 out of pocket prior to confirmation of insurance coverage and asked for full accounting which I have never received on three separate occasions.
  September 8: Received check in the amount of $511.14 from ALLEGHENY CLINIC. Still no accounting, explanatory or reconciliation documentation.
  8140 PAID
  ($1448.54)CREDIT
  ($937.96)CREDIT
  ($511.14) CREDIT
  $5,242.36 REIMBURSEMENT DUE
  (LESS $2000 DEDUCTIBLE PAID)
  New total due: $3,242.36
  September 18: “Thomas” responded to request for accounting. He ‘forwarded to presentative(sic).’
  September 19: no response to date.

  Business Response

  Date: 10/27/2022

  
  Thank you
  for the opportunity to respond to the concerns expressed by ********* ******
  that you shared in a letter dated October 19, 2022 and received by the Customer
  Care Center on October 23, 2022. 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:
  Ms. ****** is awaiting reimbursement of overpaid funds and accounting information for balances paid.
  We would
  like to thank you for bringing Ms. ******’s concerns to our attention, and for
  providing us with the opportunity to address them. Ms. ******’s concerns were
  immediately shared with the appropriate leadership for investigation and follow
  up. In response to Ms. ******’s concerns, we have determined:
  There was an additional balance due to be refunded back to the patient. Our internal billing department made corrections to the date of service. After the review, an expedited refund was initiated for Ms. ******’s overpayment.
  Additional training will be provided to Customer Care Center staff regarding follow up procedures to ensure a more timely resolution.
  Accounting of the balance remaining with Allegheny Health Network was explained to Ms. ******. She was in agreeance that this amount matched up with the documentation she received from her insurance company.
  Charnetta
  Lane, 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***
  Revenue Cycle Supervisor, Customer Care Center
  Customer Service
  
  

• Initial Complaint

  Date:09/21/2022

  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.

  My PCP retired so I made appointment with Dr H******'s office for Aug 23, 2022. I told them I had UPMC Insurance. I went to appointment. Filled out paperwork. Was ask for drivers license and insurance card. Had appointment and tried to pay copay. Of which I was told I would be billed. I said it's only $10. No we will bill you. I thought that was quite odd. Fast forward I get a $274 bill. I call UPMC and am told Dr H******* is out of network. I was literally stunned. Because had I have been made aware of this I certainly wouldn't have went there. They had many opportunities to tell me and didn't. This is wrong on so many levels. I called the office today and she said oh I'm sorry you should have been told we don't take the UPMC you have. I will make sure future patients are told. Well that does me no good now. She said we don't take UPMC marketplace insurance. I said that's what I have. I told the office what insurance I had when I made appointment and wasn't told it wasn't accepted. Well your group number is different than most marketplace insurance. I said that's a mistake within your office not on my part. I wouldn't have come if I was made aware of that fact. This was a mistake they made that I shouldn't have to pay for. I tried to call last week and discuss this with Dr H*******'s office and was brushed off and hung up on. This is so unprofessional.

  Business Response

  Date: 10/06/2022

   

  Hello, 

  This complaint was also raised internally around the same time.  The office brought it to our attention and after investigating it does appear that the patient was given misinformation at the point of scheduling.  The office didn't catch this until after the appointment.  It was reviewed internally and the patient responsibility of $274 has been adjusted off on 9/29.

  The results of the findings and resolution were shared back with the office at that time.

  We apologize for the inconvenience this caused.

   

  Sincerely, 

  Philip W*******

• Initial Complaint

  Date:08/29/2022

  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.

  Ischeduled an appointmet for a physical before my insurance expires in order to gain emloyment. I went to th eFreeport Road Location and due to asthma and a deviated septum, I do not wear a mask. The giral the front told me I only needed to wear it in the waiting room until I got to the back. I did not have it on over my mouth and nose for the above said reasons. They called me to the desk and asked if I was comfortable wearing a mask and I said no. The girl then proceeded to tell me that the provider refused to see me.
  This is medical discrimination and I should have been made an accommodation as I am when I go to the hospital with my father for his cancer treatments. We are taken to an empty room to wait. This is medical malpractice and this type of behavior must end.

  Business Response

  Date: 09/15/2022

  We apologize for the inconvenience.  We do require face
  coverings at this location and most of our locations.  If a patient is
  unable/unwilling to wear a mask they can wear a face shield.  Virtual
  visits are also offered if/when the office visit type allows this.  We can
  refuse visits if those procedures aren’t accepted.
  

  
  We have reached out to the patient to see if this was
  clearly explained at the time, and we’re currently awaiting a call back to
  confirm.

   

  Thank you, 

  Philip W*******

  AHN CCC Manager

• Initial Complaint

  Date:08/27/2022

  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.

  On Dec,1, 21 , I got a CT scan, Without contrast they charged me $3003.01. And on Dec,8,21 I got a CT scan again with contrast and that cost me $6005.01 ,And an additional charge of $500 from the pharmacy for the medication that they put in my body for the CT scan with contrast I paid over $1500 out of pocket so far, and eight months later I received a bill saying I owe an additional $703.70, and then when I spoke to them I asked Allegheny health Netwerk why was it a $3000 difference from the same machine actually the same lady that operated the CT machine and I even paid for the medication for them to do a CT scan with contrast I asked for an explanation on why such a big difference in a bill , needless to say she couldn’t answer my question I ask her for somebody to call me to explain this to me before the bills being paid, this is totally ridiculous, how could they could charge $3000 more for the same test with nothing any different other than without contrast or with contrast and I found out the contrast means the medication they put in my body which I paid for out of there pharmacy of $500, so I don’t see why they charged me $3000 more , totally upset because nobody has called me back to explain why, My explanation is they think they could do whatever they want and I have to pay it , I paid enough out-of-pocket already this is a total rip off, Can you please help me out or get me the answers, thank you so much for everything, Any questions call me ************ 

  Business Response

  Date: 08/25/2022

  Select Specialty hospital is a long term acute care facility and we do not perform CT scans.  This concern appears to be related to Allegheny Health Network and one of their hospitals.  We are not affiliated with Allegheny Health Network.

  Customer Answer

  Date: 10/06/2022

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** *******