Business Profile

Hospital

Intermountain Healthcare

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Intermountain Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

98 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/19/2025
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.
Intermountain Health has opted to wait over a year to bill for services rendered. Since that time, the insurance has changed with my employer, and the insurer has paid ZERO towards the covered service. Since it has been over a year, I cannot verify why the insurance provider has not paid part of the claim. I am being billed for the full amount of the services provided. Frankly, it should be illegal to wait an entire year to bill for services rendered...if your billing department is that far behind, then the provider should either staff up appropriately or write off those balances they have failed to bill for. Now they are threatening
Business Response
Date: 06/20/2025
Brent

Thank you for taking the time to speak with me today. I am happy we were able to resolve your concern. If you have any further questions please reach out
Customer Answer
Date: 06/20/2025

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.

Sincerely,

*******************
Initial Complaint
Date:05/29/2025
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 have been sent in circles and my anxiety is through the roof trying to deal with this company who continuously brushes me off. I was scheduled with PT, Destiny who I was referred to by my insurance company and confirmed she is covered. But the day that I was to see her first, she was sick, so they had me meet with a substitute therapist. My insurance has confirmed that the substitutes, ****, is covered by my insurance.. or at least was at the time of service... But when they submitted the claim to insurance, they didn't bill it under ****. They build it under their facility which is not covered. I have gone in circles three times between my insurance and them... And I have been told by them, and my insurance has been told by them that they will update the building so that it is billed correctly under the provider that I saw.. but then 45 days later I get harassed by them again to pay this outstanding bill and told that my claim was denied and that it's on me for not having made sure that it was covered... Only to find out for my insurance that they never changed anything and didn't update the claim.. and so it's still showing out of network.. but intermountains billing team keeps immediately closing my ticket saying they didn't do anything wrong. If they would just update the billing correctly, this would have been resolved several months ago and they would have their money.. but they won't talk to me or work with me.. and they keep giving false promises to my insurance when they say they're going to update it and submit it again.
Business Response
Date: 05/30/2025
Hi Angela
Thank you for taking the time to speak with me today. I am happy we were able to get your concern resolved. If you have any further questions feel free to reach out
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 made an appointment on 5/1/25 with the Intermountain Healthcare Green Mountain clinic in Lakewood CO and waited over two months for my appointment with an NP. I also asked to be put on a waiting list in case anything opened up in the morning because I was out of allergy medication. Nothing ever opened up so I prepared and took the day off to be there for my morning appointment on 5/1/25. Before leaving my house, I saw two missed calls (no messages) from this clinic. I immediately called back but could not get through. I panicked because I suspected my appointment was going to be canceled but I was not 100% sure. I drove all the way there to find they had a power outage. I understand that is beyond their control but the way it was handled was grossly unprofessional: no message left, rude staff being defensive and nasty...then they called me a few hours later and asked me to come back in. I explained that I was told to fast and that I ate something. Then they tried to get me to come in for an afternoon appointment the following week...these folks don't listen and don't care. My time was completely wasted. I need allergy meds and a scrip for a bone density test and now I will have to call around and ask if anyone is taking new patients and wait 2-6 months...this is a joke. I am owed a huge apology for the fact that they did not leave a message and for not being accommodating under the circumstances. They need to talk to one person behind the desk who was extremely rude when I got there. How dare that person have an attitude? Where is the compassion for those who take time from work and arrange to be at the clinic on time?
Business Response
Date: 05/07/2025
To better assist in reviewing the issues and/or concerns outlined in your letter, I have forwarded your correspondence to the Intermountain Clinical Relations Team. A representative from their team will be in contact with you if additional information is required or once a resolution has been determined.

If needed, the Intermountain Clinical Relations Team can be reached Monday through Friday, 8:00am-5:00pm via email at ************************* or phone at **************.

Sincerely,
R1 Patient Advocacy Team
Customer Answer
Date: 05/07/2025

Complaint: ********

I am rejecting this response because: it's not addressing the issue and I have no idea if anyone will call me. Overall, Intermountain Health did a terrible job by canceling my appointment at the last minute--an appointment I waited 2+ months for despite stating I desperately needed it due to running out of allergy medication and needing scrips for much-needed tests (colonoscopy, bone density). I understand my appointment was canceled due to a power outage, however 1) I should have received a message and not just two phone calls (which I missed due to driving and when I called back I reached the main # and folks who could not help me and who told me to proceed to the clinic and then later stated that the facility should have let them know what had happened), 2) a medical facility should have a generator, 3) I should not have been treated terribly upon arriving and expressing disappointment, 4) no effort was made to get me rescheduled ASAP despite my communication stating I desperately needed this appointment, and 5) the practice manager made lame excuses that that staff were "new and not trained". Also, I asked several times for this entity to remove my personal information from their system and they have refused. They are truly unkind and incompetent and I don't trust them with anything--medical care or my info!

Sincerely,

********* *********
Business Response
Date: 05/19/2025
To better assist in reviewing the issues and/or concerns outlined in your letter, I have forwarded your correspondence to the Intermountain Clinical Relations Team. A representative from their team will be in contact with you if additional information is required or once a resolution has been determined.

If needed, the Intermountain Clinical Relations Team can be reached Monday through Friday, 8:00am-5:00pm via email at ************************* or phone at **************.

Sincerely,
R1 Patient Advocacy Team
Customer Answer
Date: 05/20/2025

Complaint: ********

I am rejecting this response because: Nobody has and nobody will contact me. Intermountain Health is a corporate entity that does not care about people. I had to wait 2+ months for an appointment with an NP (or PA) and the morning of the appointment was complete chaos. The facility had no power (which is being reported) and nobody could give me a straight answer and I was told to go to the appointment. I was treated so poorly when I got there by nasty staff. Thankfully, I found a competent and professional medical provider. I have zero respect for Intermountain Health and the way you folks conduct business.

Sincerely,

********* *********
Business Response
Date: 05/21/2025
Good Afternoon *********,
We understand your frustration but unfortunately we don't handle concerns for Intermountain Health in Colorado in this office. We have sent your information to the appropriate team and they will contact you.
Thank you
Customer Answer
Date: 05/30/2025

Complaint: ********

I am rejecting this response because: I keep receiving calls from Utah stating that someone from a Colorado office will call. To date, nobody has called me. This is very disappointing but I am thankful to have found a professional healthcare provider. Intermountain Health has very low standards and terrible business practices.

Sincerely,

********* *********
Initial Complaint
Date:03/18/2025
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 was seeing for a virus and I was checked for about 10-15 minutes and my insurance was charged for a 45 minute visit. I was told I was told intermountain use a code that shows as the MOST expensive visit they could possibly charge. Therefore my undiagnosed visit to this urgent care was

$328.00 which is ridiculous, I actually took my daughter and they were able to identify the virus we both had.
Business Response
Date: 03/31/2025
*******,
Thank you for taking the time to speak with me today. I am glad we were able to get your concern taken care of. Please feel free to reach out to our customer service department with any questions you may have.
Initial Complaint
Date:03/13/2025
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.
3/13/2025. I went to the Intermountain wheelchair shop last Nov and was told the process would take a couple of months. 5 months later I had not received a call regarding my wheelchair, I called them. I got some snotty ( I Hate my job) lady who said it did not come with batteries, I told her I had batteries in my shop. I was told I could not have the wheelchair unless I bought their batteries. This is a lie, I do not need to buy batteries from them ($500.00) I spoke with the manager ***** who treated me with distain, he spoke down to me which I confronted him about, in my estimation, he is a moron. I called the ***** number to speak with a manager only to be passed around 7 times by the same operator 11:55am on 3/13/2025, she refused to give her name.
Business Response
Date: 03/14/2025
HI Andrew
I am sorry to hear about your initial concern but I am glad ***** was able to get you taken care of yesterday. Please feel free to reach back out to the wheelchair shop if you have any further concerns
Initial Complaint
Date:11/20/2024
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.
Intermountain Healthcare February 2, 2024, surgery My second letter to Intermountain ************ 2/28/2024 You have ignored my 5 phone calls and my letter of dispute for $1,632. 00 and now for the new amount of $1,692.00, I am disputing the entire bill; this letter is being sent by registered mail this time. Please review your billing / invoicing records more closely. I have called you on numerous occasions and told you to ************* ******. I have given your staff this information phone reference- #a892611a and phone reference -# aa3fd17d, some of your staff refused to give me a reference number. 10/28/2024 New phone reference # fe5208. I have receved no correspondence from you except a pre-collection notice. I called ******** Nevada, and I've been told that you have not billed them correctly ******** told me that only one bill has been summited, no revised bill.. I have had two other bills from my February surgery, and they were both taken care of by proper billing. I have had a total of 5 knee replacements, and this is the first time that I have ever gotten a bill. ******** is looking further into this bill and will get back to me in 2 or 3 days. I also gave them your phone number and they said that they would call you. I am 75 disabled, well below the poverty line and have no assets I want to see that you get paid for your services but that won't happen until you ************* properly.
Business Response
Date: 11/25/2024
Hi Earl
Thank you for taking the time to talk with me today, I am glad we were able to get you taken care of. I will also be sending a letter to the email address you provided me with.
Initial Complaint
Date:11/18/2024
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.
Hi, I'd like to recap an issue that I just discussed on the phone Intermountain Health.I had a baby on June 7, 2024 at Intermountain ********************************. My insurance (Cigna) denied part of the claim saying "This is not covered because your plan only covers the treatment or diagnosis of an illness or injury." Given that this was for routine baby exams, Cigna confirmed that they should be covered but that Intermountain had billed them to the wrong code. They did not include a diagnosis code. We (Cigna and I ) have reached out to Intermountain several times in attempt to get them to re-code the claims so that they will be covered, but Intermountain has failed to correct the coding. I called 2 weeks ago and had this same conversation and the Intermountain person told me that they would re-code the claims, but when I just spoke to Intermountain, they said there were no notes about that phone call at all. Intermountain keeps sending me bills saying that they are past due and will be sent to collections. I have not paid the bill because I need Intermountain to correct the claim so that Cigna will cover it and pay for it. The bill is for my daughter, for $2762.92. Intermountain said that they have put my bill on hold so that it will not be sent to collections. They also said that they will be re-coding the claims and that it will take 7-10 days to re-code and re-bill ****** Then I should receive a callback. I will expect that callback between 11/27 and 12/4.I have informed Intermountain that I am filing a claim with BBB and intend to leave it open until this issue is resolved. Thanks,*********
Business Response
Date: 11/19/2024
HI *********
as discussed in your phone call yesterday with your insurance, Intermountain is looking into getting the needed codes added to your claim. While under review your account is placed on hold. If there is more that is needed feel free to reach back out so we can continue to help you with your concern. If you feel your concern is not addressed please feel free to send an email to our patient advocate team at **************************************
Thank you
Customer Answer
Date: 01/21/2025
I filed a complaint #******** on 11/18/24. It was quickly resolved, as Intermountain Health claimed that they were resolving it and then BBB closed the complaint. Intermountain never fixed the issue though. So I am re-filing a complaint. Please help me! I had a baby on June 7, 2024 at Intermountain ********************************. My insurance (*****) denied part of the claim saying "This is not covered because your plan only covers the treatment or diagnosis of an illness or injury." Given that this was for routine baby exams, ***** confirmed that they should be covered but that Intermountain had billed them to the wrong code. They did not include a diagnosis code. We (***** and I ) have reached out to Intermountain several times in attempt to get them to re-code the claims so that they will be covered, but Intermountain has failed to correct the coding. I have now gone through this 4 times. Each time, the Intermountain person tells me that they will re-code the claims, but they never do. In November, I spoke to ****** K, who said there were no notes about that phone call at all. Intermountain keeps sending me bills saying that they are past due and will be sent to collections. I have not paid the bill because I need Intermountain to correct the claim so that ***** will cover it and pay for it. On 11/18/24, ****** said that she will be re-coding the claims and that it will take 7-10 days to re-code and re-bill ****** Then I should receive a callback. I expected that callback between 11/27 and 12/4, but it never came. I once again have a bill from Intermountain. It has changed from $2762.92 to $2467.99. I confirmed with ***** on 1/20/25 that Intermountain never re-submitted the claim with the diagnosis code. I need Intermountain to RE-CODE the claim and RE-BILL ***** so that it is covered. PLEASE HELP!! Thanks, *********

Desired Resolution:
Billing Adjustment
Business Response
Date: 01/29/2025
Hello I apologize that this wasn't fixed the first time. This has been reviewed and a corrected claim has been sent to your insurance. Please allow time for processing, if you have further questions please reach out to the advocate that is working with you
Thank you
R1 Patient Advocate Team
Customer Answer
Date: 01/31/2025

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.

Sincerely,

********* *******
Initial Complaint
Date:10/02/2024
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.
My family was involved in a major car accident on 12/13/2023. We were all treated at ****************************. Everything has been billed through our auto insurance and our health insurance. I have recieved several bills that show I owe thousands of dollars, when our explination of benefits show the patient responsilibty as $0. I have contacted the billing department and have been told it will be taken care of. I have had my insurance company contact the billing department 3 different times and they have been told it will be taken care of. It has not been taken care of and I continue to recieve bills saying I owe money. The bills are now past due and no one seems to be able to help get these bills corrected.
Business Response
Date: 10/17/2024
Hello *****, I tried to call you but havent been able to reach you. I was able to get your account fixed and have notated it. I will be sending you a letter with the resolution and my contact information, so please feel free to reach out if you have further questions regarding this concern.
Customer Answer
Date: 10/23/2024

Complaint: 22369939

I am rejecting this response because: I have received zero calls from anyone in your organization. And I continue to receive new incorrect bills. Balance billing is against state and federal law. Every claim you have sent to my insurance company from the night of our car accident, has been balance billed to me. There is either an issue with your billing system that needs to be fixed, or you have people who are doing illegal things to make money off vulnerable people.

Sincerely,

***** ******
Business Response
Date: 10/24/2024
HI ***** thank you for reaching back out, a letter was mailed to you with all the details. It was mailed out on 10/21 so you may not have received it yet. Please feel free to reach out to our customer service department at ************ we are open Monday - Friday 8:00 am- 6:00pm

Thank you
Customer Answer
Date: 10/26/2024

Complaint: 22369939

I am rejecting this response because:
I received the letter. The information in the letter is incorrect. The balance I am being billed for multiple claims, is the exact amount of the insurance adjustment that needs to be written off. I work as a medical ****** for a living, I understand how all of this works. Please correct all of my claims to show the insurance adjustment.

Sincerely,

***** ******
Business Response
Date: 10/29/2024
Hello and thank you for reaching back out. I do not show anything for the date of service you are saying. I tried to call again but haven't received a response. Please reach out to me directly my number is in the letter

Thank you
Initial Complaint
Date:08/11/2024
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.
This health care provider sent out questionnaires, and did not bother to read the answers! in stead they decided to reverse bill all my health care providers, which caused them to send me really large bills. when I corrected the issue the co. select health did not voluntary fix the billing / payments they requested be payed back. in ***** I have spent a couple hours of time trying to get this issue fixed. As of this complaint I will have to repeat the corrections yet again! Not stinking right. within last Mouth
Business Response
Date: 08/19/2024
HI ****, I appreciate you giving me the time to review your concern. I called your insurance and spoke with Bell ref# ************ she let me know there was a corrected claim submitted on 08/07/2024. The claim can take ***** business days to process. You can follow up with your insurance for updates. If you have further questions reach out to our customer service department Monday- Friday 8:00 am- 6:00 pm ************

Thank you
Customer Answer
Date: 08/25/2024

Complaint: 22125021

I am rejecting this response because: I understand your position , however this has been going on off and on for 4 to 6
mouths and I need resolve. If this was a bill I owed a outstanding balance abilities to get service would be paused, oh I for got they have been paused for up to 2 weeks while I got resolve and had to get select health to call one of my providers to let them know I was working
on this health care clerical owned matter, I was not my fault . This needs fixed to my satisfaction, just like if I owed money you would want paid !

Sincerely,

*******************************
************
Initial Complaint
Date:08/05/2024
Type:Product Issues
Status:
UnresolvedMore 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. Fraud - Billed for care not received, IHC is not able to provide a reason or CPT code for the charges made.
2. Violation of Patient Privacy.
On 7/27/24 I made a visit to St. George Regional Hospital River Road, Emergency Department. I was triaged by a nurse and when taken to an evaluation room, I discovered a security camera aimed at the bed, maintaining an unobstructed view of the entire room. When meeting with a Doctor and Nurse I explained that this camera violates my right to privacy. I asked to be seen somewhere private, without recording devices, and the Doctor denied my request for patient privacy. I was told that the cameras are not on. There is no proof otherwise that these cameras are not recording and I again asked to be evaluated privately and the Doctor denied my request. - Due to the fact that the Hospital and Doctor does not respect my right to privacy I refused care. - The Doctor never evaluated me medically, nor was any care rendered by St. George Regional Hospital. In addition, I asked if I was going to receive a bill and was told verbally that no bill is due because the Doctor rendered no medical care. Recently I was contacted by the financial department requesting my insurance information. I was also told then that no bill was due but that I should also contact the billing department. Upon contacting the billing department I was told that there is a charge of $705, however, they could not provide a reason, description, or CPT code associated with the charge. I explained the situation above, and was told that I would need to dispute this bill and given a number for patient advocacy. The advocacy personnel did hear of this, however, they will not return my calls nor have they contacted me with a resolution. - For the past week I have been deflected between departments, given misleading information and unable resolve this issue. The Hospital still can not provide a reason for this charge and continues to ignore my attempts to resolve this issue.
Business Response
Date: 08/13/2024
Hello and thank you for reaching out, I show you are now working with our clinical excellence team. If you have further questions please reach out to their department at 801.442.3005
Customer Answer
Date: 08/20/2024

Complaint: 22093333

I am rejecting this response because: Intermountain Health is making no reasonable effort to resolve this matter. This is merely another example of deflecting serious concerns of fraud and patient privacy for profit.

Sincerely,

Paul C**********
Business Response
Date: 08/29/2024
This is out of scope for R1, if you have further questions please reach out to Intermountains clinical excellence team at ************

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