Complaints

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:06/20/2025

  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.

  TRYING TO FIND AN EMAIL OR FORM TO MAKE FORMAL COMPLAINT REGARDING BILLING ISSUES AND ONLINE ACCESS WITH MYCHART. DENIED ACCESS TO MY CHART - EMAIL EPIC WITH NO RESPONSE.
  THERE IS NOT MAILING ADDRESS OR EMAIL ADDRESS ON THEIR WEBSITE.

  Business Response

  Date: 07/07/2025

  Good morning, 

  Thank you for bringing this to our attention. We have attempted to contact **** ******* at the number attached to this notice and the other number listed for her on her account. She does not have an email address on file to activate MyChart access. She is welcome to call our Patient Contact Center at ************ for assistance or questions on her billing. 

  Thank you, 

  Monument Health

  Patient Financial Services

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  they did not call me at ************.   they need to reply to the email

  case is still pending review.   Contacting the state for suspicious activity.
  
  
  
  Sincerely,
  
  *****
  ****** *******

• Initial Complaint

  Date:05/12/2025

  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 went to the emergency room on 11/13/2024. At the time I of this service I had reached my max out of pocket, per my insurance, many moths before this. Now I am receiving statements stating I owe a copay. I messaged the billing office and they replied stating I do owe the copay and that I need to look at my explanation of benefits and contact my health insurance company. I retrieved my explanation of benefits that stated I owe nothing. I provided this to Monument Health and have received no response. Billing office hold times are insane and I am unwilling to dedicate any more of my time on their error. I want my billing corrected immediately and have provided proof I do not owe Monument Health any money.

  Business Response

  Date: 06/06/2025

  Good morning, 

  Thank you for bringing this to our attention. In reviewing the date of service in question, it appears there were posting errors that were subsequently corrected after the statement was sent and after your call with our patient contact center. We sincerely apologize for the inconvenience and frustration this issue created. You do not have a balance due for this date of service. 

  As for the long wait in attempting to call in. We have worked extensively with our patient contact center to reduce call answer times as well as an issue we were having with dropped calls. These issues have been resolved. 

  Thank you for contacting us with your concerns.

  Monument Health

• Initial Complaint

  Date:05/09/2025

  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 am dually enrolled in Medicaid and Medicare. After receiving care at Monument Health in December 2023 (I believe this is the visit in question), the facility has refused to properly bill the visit. Despite numerous phone calls attempting to resolve this issue, I have been met with extremely disrespectful and unhelpful behavior from their collections staff. I have been told various conflicting reasons for the issue, including that Monument Health cannot discuss my bill with me due to contractual agreements with South Dakota Medicaid, that Medicaid is refusing to pay the claim, that Medicaid has already paid everything it will cover and I am responsible for the balance, and that Monument Health never resubmits or corrects claims because they are "always right." Both Medicare and Medicaid have assured me that Monument Health is in the wrong and should correct the billing. Representatives from both Medicare and Medicaid have tried to contact Monument Health on my behalf, but for unknown reasons, their calls have been repeatedly disconnected. I receive a limited income so every dollar matters to me.

  Business Response

  Date: 06/09/2025

  Good afternoon, 

  We apologize for the delay in responding, this account was being sent back for additional review. Per a supervisory review, charges denied by *** ******* primary insurance coverage as in this case, are normally patient responsibility. It was determined that due to the nature of the charges, a claim could have been filed to his secondary coverage in an attempt for payment. Because this was not done, Monument Health has written off this balance. *** ***** currently does not have a balance with Monument Health. 

   

  Thank you for allowing us the opportunity to review and improve our process. 

  Monument Health

• Initial Complaint

  Date:03/17/2025

  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.

  Up coders, they are! My wife had a screening colonoscopy done at Monument Health. It was to be 0 copay through blue cross blue shield. My wife asked several times if it was 0 copay and they replied yes, it's 100% covered. She even asked the day of the procedure and received the same answer (yes 100% covered) then we get a bill in the mail that it was upgraded to diagnostic which Blue Cross Blue Shield does not cover. The doctor after the exam told me that there were no issues and everything looked good no concerns at all. But yet this facility has billed her 665.00 and sent her to collections for a code upgrade to diagnostic without our permission. There is no reason at all to be billing for diagnostic as a simple screening is what was ordered and all procedures performed are included in a screening. I was there and my wife was put under and could not be asked if we wanted a diagnostic. This needs investigated and the customer service at the hospital has got to be the worst in the nation. Our area has the highest per capita medical debt in the nation. It is very obvious to see who is responsible for that!! It is very obvious that Monument gives the insurance company a break then comes after the patient with an up-code to make up the brake given to the insurance company. You can find several instances on line of this being practiced throughout the country. Clearly anesthesia is included in the procedure done and we have been charged separately for it as well. This is theft by deception and should not be allowed. Also the reason for the 665.00 keeps changing it went from
  as shown on the billing explanation supplied. Blue cross blue shield said the code submitted is ****** the code required for 0 copay quoted should have been ***** Monument refuses to change it. ***** is apparently a diagnostic code. So there is the up coding\theft. This is clearly a bait and switch. No cancer, nothing concerning as quoted by the doctor doing the exam!

  Business Response

  Date: 04/10/2025

  Good afternoon, 

  Thank you for bringing this to our attention. 

  Initial review of the charges shows there were additional diagnostic codes that initially could have resulted in the diagnostic code being used.  Monument Health had a coding review completed at the supervisory level. The supervisor agreed with the patient's claim and the coding has been changed to reflect *****, the claim was resubmitted, and insurance did cover the procedure 100 percent and now shows $0 balance due. As for anesthesia charges, Monument Health bylaws require a dual anesthesiologist model. This would include an anesthesiologist billed by **** ***** ************** and a CRNA billed by Monument Health. This charge is not double billed, but the charge is split between the two providers, each billing half of the total bill.  

  Monument Health partners
  with one of the top 10 Healthcare Revenue Cycle firms in the U.S. on several
  initiatives, including strategic pricing.  We utilize three data points to
  set our usual and customary charges for both Hospital and Professional charges. Those
  three data points are cost, market and reimbursement.  Each data point has
  thresholds to ensure our pricing covers cost, is competitive and ensures
  maximum reimbursement from payers.  The market comparison includes
  healthcare systems of similar size and/or specialties in SD, WY, MT as well as
  an All US average.  Reimbursement analysis includes rates from contracted
  payers and Medicare.

  Thank you

  Business Response

  Date: 04/22/2025

  Good morning, 

  Monument Health appreciates the medical billing can be confusing. Please remember front office staff and providers can often see if a routine procedure is "covered" or not. However, there can be a number of factors that can affect how the claim is processed that could leave a patient responsibility. This is not "bait and switch" but a reality of the intricacies if medical billing.  Again, your coding and medical record was reviewed, a corrected claim was filed with your insurance and there is a $0 patient responsibility for this charge. 

  As for your comments to the cost of services; Monument
  Health partners with one of the top 10 Healthcare Revenue Cycle firms in the
  U.S. on several initiatives, including strategic pricing.  We utilize
  three data points to set our usual and customary charges for both Hospital and
  Professional charges.  Those three data points are cost, market and
  reimbursement.  Each data point has thresholds to ensure our pricing
  covers cost, is competitive and ensures maximum reimbursement from
  payers.  The market comparison includes healthcare systems of similar size
  and/or specialties in SD, WY, MT as well as an All US average. 
  Reimbursement analysis includes rates from contracted payers and Medicare.

  Thank you

  Customer Answer

  Date: 04/22/2025

  
  
  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.The countless hours wasted trying to come to a realization of facts because customer service is never ending. We ended up in collections three times on three billing statements through no fault of our own. We'll accept this response as the final result is finally what it should of been before putting my husband and I through this with an extremely ignorant know it all from collections.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/20/2025

  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.

  1/20/25
  
  I am writing to file a formal complaint against Monument Health in ***** ****, South Dakota, for their gross mishandling of a serious situation involving a mother and her infant. The incident took place early this morning, and I believe the actions (or lack thereof) by Monument Health constitute a severe failure in patient care, ethics, and basic compassion.
  
  A mother and her infant—who is under the age of one—had to call an ambulance to transport the child to Monument Health after the baby had been vomiting excessively throughout the night following a vaccination. After the child was medically cleared by hospital staff, the mother was informed that the hospital would not provide a ride back to her destination, **** ******, despite it being 3:00 AM and the temperature reaching -10 degrees Fahrenheit. The mother was then forced to walk back with her child in freezing conditions.
  
  This lack of consideration for the safety and well-being of a vulnerable mother and infant is appalling. It is an obvious failure on the part of Monument Health to fulfill their duty to provide basic care, not only medically but also in terms of compassion and safety for their patients. The hospital's failure to provide assistance or even offer a reasonable solution in such extreme weather conditions is inexcusable.
  
  I am requesting that the BBB investigate this situation and take appropriate action to ensure that Monument Health is held accountable for their negligence. It is my belief that no patient should ever be put in such a dangerous and traumatic situation, especially when seeking medical care.
  
  Thank you for your attention to this matter. I look forward to hearing from you regarding any steps you plan to take in addressing this complaint.

  Business Response

  Date: 01/31/2025

  Thank you for bringing this to our attention, 

  This complaint has been forwarded to our Patient Relations team for further investigation. Because this is from a third party, we cannot discuss any information and it is difficult to locate the exact patient to review the specific circumstances. Monument Health takes these comments seriously and will do our best to review overall policies and procedures with the appropriate staff. 

   

  Thank you

• Initial Complaint

  Date:12/10/2024

  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.

  Monument Health Hospital provided a heart monitor for me to use for 7 days on April 3, 2024. The hospital billed my primary insurance company for $105.00 which paid all but $38.48. The hospital then billed my secondary insurance Tricare for Life for the $38.48 which they paid. Attached is the proof Tricare paid the amount billed on October 21, 2024 as outlined in the document I uploaded . However Monument Health continues to bill me for $38,48 saying that Tricare did not pay. Monument Hospital would not accept the EOB I provided to them and stated that I must call Tricare and have them contact the hospital's billers. Tricare states that the bill was paid as stated in the EOB and that they could not contact the hospital. I will not pay this bill since I have proof that it was paid. I don't want this matter to effect my credit rating.

  Business Response

  Date: 12/12/2024

  Good morning, 

  Thank you for bringing this to our attention. This information has already been forwarded to our billing team and the balance has been removed from patient responsibility pending the completion of their review. We have taken this opportunity for additional training for our staff to address proper handling of this type of situation going forward. One of our team leads has reached out and spoken with the patient on this and advised them directly of our actions taken. 

  Thank you, 

  Patient Financial Services

  Monument Health

   

  Customer Answer

  Date: 12/12/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/17/2024

  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 am a Medicare patient, my plan is Humana Medicare Advantage, My plan does have 0 copay for primary care physician office. On March 12, 2024 I was visiting primary care Physician Assistant at Hill City clinic, Hill City SD 57745.
  The front desk erroneously charged me $20.00 copay regardless that my plan does have 0 copay and the clinic refuse to return this amount to me without any justification

  Business Response

  Date: 05/20/2024

  Good morning, 
  
  Thank you for bringing this to our attention.
  
  We have been in direct contact with *** ********r and are working to provide her with the information she has requested. We have advised her of certain circumstances beyond our control that are causing a delay in completion of the claims process and have asked for her patience as we are also waiting for these issues to be resolved. We will continue to update her as we have information available. 
  
  Please contact me directly at ###-###-#### if further assistance is needed.
  

  Thank you, 

  **** *******

  Healthcare Reimbursement Coordinator. 

   

  Business Response

  Date: 05/23/2024

  Good afternoon, 

  We have reviewed your concerns with you several times via phone and email. In our last communication we did ask that you allow up to 48 hours to see the correction in *******. The remaining reviews and reprocessing are dependent on how long insurance takes to reprocess the claims. We are actively monitoring your accounts and will keep you updated as information becomes available. If you have any additional questions, please visit with a Patient Financial Advocate at any of our clinic or hospital locations. 

  Thank you, 

  **** *******

  Healthcare Reimbursement Coordinator

  Monument Health

  Customer Answer

  Date: 05/30/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still did not get a refund check for co-payment, the clinic charged me without any verification that no-copayment per my Medicare plan for the services I saw the provider-in network. The PFS has no justification to hold my money and not providing me with the requested information I have requested from PFS numerous times, the response from the provider is just an empty talking and empty promises without any results to satisfy my requests.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:05/07/2024

  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 was getting assistance from state to help pay, but the hospital paid with my financial assistance, so the state didn’t pay the amount for the hearing aids I have financial assistance which they applied to pay the bill, but now it is back on that I owe, this is going on twice now, then they try to collect money for the bill when it was taken off they seem to try n make me pay for the amount, they are trying to take money out of my checking account. I have financial assistance for a reason it is to help pay costs of medical bill I have a 60 sliding fee I pay

  Business Response

  Date: 05/09/2024

  Good afternoon, 

  Thank you for bringing this to our attention. We have reviewed the patient's complaint and resolved the issue. We have reached out to the patient to advise them of our findings. We apologize for the confusion. Please
  contact me directly at ************ if further assistance is needed.

  Thank you,
  
  **** *******
  
  Healthcare Reimbursement
  Coordinator
  Patient Financial Services
  
  

• Initial Complaint

  Date:04/18/2024

  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 31 January 2024 I saw the psychiatrist; ****** ***** ******* ** *** *** ******** **** **** ******* ** ******** ****** *********** in Rapid City SD. The receptionist never told me the cost of the visit at reception; for if I knew what it would be; I would have never given my assent; and would have walked right out. The bill was usually around $30 in the past; I have been going there for just short of two years and assumed a similar bill. I would have no cause even to go if not for the need to have the prescription refilled; no "therapy" is tendered by the vendor / psychiatrist. For a binding contract; one needs an offer and acceptance; and then consideration; no offer was given to me.
  
  I saw the doctor for about 5 minutes; the rest of the time I was in the waiting room. He asked me "how are you" and a couple of other perfunctory inquiries. He then filled the two prescriptions.
  I was charged $197.05 for those five minutes of "service". It is my understanding that was not even the whole bill; that in fact my Medicare picked up the other $62.95.
  So in other words this doctor is charging $260 for 5 minutes of actual "work". Pro-rated; this represents a billing rate of $3,120 per hour. THIS IS INSANITY. It is also overbilling; price gouging; and racketeering. He gives me no "therapy"; he writes a script; and they even changed the regulations in the last year where you must now come every 3 months; rather than 6; so profit margins are augmented. When you engage in overbilling; and then mail the bill or send an email with the bill; we are moving into the realm of federal offenses for mail fraud and wire fraud.
  I would hope you could help me; I am a poor woman who barely has enough money for food and shelter; and was homeless for three years. Thank you. You can leave a voice mail; but it is better to email me.

  Business Response

  Date: 04/19/2024

  We
  believe the charges are consistent with our industry.  We use third party market data to evaluate
  our charges to align ourselves with other organizations in our region.   The services provided were submitted to the patient's insurance and were processed according to the terms of their health plan.  

  Customer Answer

  Date: 04/19/2024

  I will reiterate the facts of the case.

  An appointment with a doctor whom I had no desire or need to see; other than to get simple prescriptions filled for (two) medications I have been taking for about 25 years.

  Instead of courteously refilling them; I am forced to come to an office for a 5 minute appointment; where I am charged about $198; with an additional $62 covered by Medicare.

  No price for services was given by the receptionist upon my arrival at the desk.

  So a 5 appoinment that was billed at a rate of $260 for 5 minutes work; that is a couple of perfunctory inquiries and then a computer message sent to the pharmacist. So pro-rated; this doctor is charging at a rate of $3,120 per hour for his services. No "therapy" or services were rendered beyond what I have mentioned. And even if they were; the price would still be far; far beyond legitamacy and in the realm of the unscrupulous.

  Now I am sure I am not the only who has been taken advantage of; if the aforesaid practice and charge is being replicated with all his patients / clients.

  So I hardly see it as a one time problem.  

   

   

   

• Initial Complaint

  Date:01/16/2024

  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.

  Monument Health lied to me about how I was going to be billed and how I was going to be treated.
  
  My health insurance plan allows me one free doctor's visit per year. I scheduled an appointment with Monument Health for June 12th. On the phone, I explain to them my insurance information and clarify I’d like this to be my free appointment. The woman on the phone tells me that’s fine, and pencils me in. When I arrive, the woman at the front desk tells me that this is an onboarding visit, and will not be my free appointment. I see the doctor, a few weeks later I get a bill for $30 which I pay.
  
  After the initial visit, I need a follow up. I called into the office. Once again, I explained I’d like this one to be my free appointment. The woman on the phone assures me that this one will be free, and schedules me for July 18th. I arrive at the office, sign in, and the woman at the front desk tells me that the system shows me as uninsured. I correct her, hand her my insurance card, and let her know that I’d like this to be my free appointment. This time she says I’m good to go, thankfully. I visit with the doctor, the appointment goes fine, and I head home.
  
  A few weeks later I got a notification in my email telling me that I owe Monument Health over $600 in two separate bills. One for about $400 and one for about $250. I look at the bills in the online portal and both of them have an uninsured discount applied to them. I have insurance so I figure this must be a mistake. I call up financial services and tell them this, and the woman I spoke with assures me she’ll get the situation sorted out. No big deal.
  
  From this point forward, I have to contact Monument Health 3 separate times to apply my bill to insurance, and each separate time they don't do it. They finally void my bill in November after I leave them a bad review on Google for misleading me and not processing my bill. Today, I get another bill from Monument Health, still trying to charge me for a free service.

  Business Response

  Date: 01/17/2024

  Thank you for bringing this to our attention. We have reviewed all charges, and they are accurate and appropriate. I have left 3 voicemails for the consumer to call me back. I would be happy to answer any questions he has and to review the charges. I can be reached at my direct number *************

   

  Business Response

  Date: 01/18/2024

  I have responded to *** ********* ********* via his personal email as he requested with a detailed explanation of his concerns and the process we used to correct the insurance billing issue. 

  Customer Answer

  Date: 01/19/2024

   
  
  Complaint: ********
  
  
  The representative from Monument Health and I are currently discussing the issue via my personal email. I have set a deadline of February 12th to come to an agreement regarding my complaint. If it is resolved before then, I will close this case. 

  
  Sincerely,
  
  
  ****** *******************