Complaints

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

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Crozer Keystone Health System has 5 locations, listed below.

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• 

  Crozer Keystone Health System

  100 W Sproul Rd Springfield, PA 19064-2033

• 

  Crozer Keystone Health System

  1350 Edgmont Ave Ste 1100 Suite 1100 Chester, PA 19013-3963

• 

  Crozer Keystone Health System

  501 N Lansdowne Ave Drexel Hill, PA 19026-1114

• 

  Crozer Keystone Health System

  1 Medical Center Blvd Upland, PA 19013-3902

• 

  Crozer Keystone Health System

  PO Box 7780-1760 Philadelphia, PA 19182-1760

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:09/08/2022

  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 3/12/2021 my wife went into ******** ****** ******** Hospital as a self pay claim. She paid in full at the time of the procedure and signed a self pay waiver stating that insurance would not be billed. The billing department then billed our insurance (I am the benefit holder through my work therefore I have been handling getting the insurance issues) which auto-debited $1000.63 total from my HSA and MRA funds (withdrawal occurred on 8/31/2021) and I have been attempting to get this straightened our for over a year. I am given all of these reasons why they can't refund the money even though they made the mistake but the billing department doesn't seem to really care about seeing this through. I have spent countless hours attempting to coordinate a reversal via the insurance company and the billing department but to no avail and I am still out the funds. Account number is ***********. One person I have been working with (Sharon S*******, Manager of Patient billing) left the company and then I was passed onto Kelly G***** Sr Manager of Revenue Operations for Crozer Health (phone # ###-###-####) who is no longer returning my calls to resolve this issue. The managers on their billing hotline have stopped returning my calls as well (###-###-####).

  Business Response

  Date: 12/08/2022

  November 29, 2022 
  Dear *** *******, 
  Thank you for the opportunity to respond to your message to address concerns that occurred on 3/12/2022 at the Crozer Chester Medical Center. Based on this information, we understand your concerns to be: 
  -Incorrectly billing a patient who was self-pay. 
  We spoke with the Sr. Manager of Revenue Cycle, Kelly G******, the Vendor, and Patient Billing Manager, Angela W*******. Please note the following feedback from their review: 
  After review, it has been determined by Kelly G****** that a refund request was approved and the patient's husband, *** ****, has confirmed that he has received the check. 
  Crozer Health is committed to an ongoing performance improvement process. We recognize that we were entrusted with your care and appreciate the opportunity to respond to your concerns. It is feedback such as yours that allows us to continually improve the care we deliver every day to our patients and families. 
  We consider this matter to be addressed. If you would like to discuss your experience with us further, please do not hesitate to contact our Patient Experience Specialist at your earliest convenience at ###-###-####. 
  Sincerely, 
  Anthony E******* 
  Chief Executive Officer 
  Crozer Chester Medical Center 
  

• Initial Complaint

  Date:09/08/2022

  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 3/12/2021 my wife went into ******** ****** ******** Hospital as a self pay claim. She paid in full at the time of the procedure and signed a self pay waiver stating that insurance would not be billed. The billing department then billed our insurance (I am the benefit holder through my work therefore I have been handling getting the insurance issues) which auto-debited $1000.63 total from my HSA and MRA funds (withdrawal occurred on 8/31/2021) and I have been attempting to get this straightened our for over a year. I am given all of these reasons why they can't refund the money even though they made the mistake but the billing department doesn't seem to really care about seeing this through. I have spent countless hours attempting to coordinate a reversal via the insurance company and the billing department but to no avail and I am still out the funds. Account number is ***********. One person I have been working with (Sharon S************, Manager of Patient billing) left the company and then I was passed onto Kelly G******** Sr Manager of Revenue Operations (phone # ************) who is no longer returning my calls to resolve this issue. The managers on their billing hotline have stopped returning my calls as well (*************).

  Business Response

  Date: 12/07/2022

  We received your letter requesting a response to the complaint ID ********.

  Within the body of the complaint, it appears the husband is complaining on behalf of his wife.

  In order for us to begin the investigation process, would you be able to provide the patient’s full name and date of birth?

   

  Thanks,

   

  Kevin *. J*****

  Patient Experience Specialist

  Crozer Health

  One Medical Center Blvd.

  Upland, PA 19013

  Phone: ###-###-####

• Initial Complaint

  Date:09/05/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called an ambulance on Feb 1, 2022 because I had acute onset of hip pain. I was shaking and could not walk to the car. I have Rheumatoid Arthritis. The ambulance took me to a full hospital, ****** Hospital .4 miles from my house (A Crozer Keystone Hospital). I was told to stay in the waiting room. I left soon after because I did not want to get Covid. I was never seen or evaluated or triaged. I was never told I was being taken to a full to capacity hospital. I received a bill for from Crozer for 416.10. It says my insurance paid 462.90. This is absolute fraud. The health system is folding, so I suppose they are making fraudulent bills to insurance. I received a separate bill for the ambulance. I do not want this going on my credit report.