Complaints

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

close

Find a Location

Intermountain Healthcare has 273 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Intermountain Healthcare

  175 N Main St Ste 104 Heber City, UT 84032

• 

  Intermountain Healthcare

  1165 S 800 E Orem, UT 84097-7230

• 

  Intermountain Healthcare

  36 S State St Fl 22 Salt Lake City, UT 84111-1624

• 

  Intermountain Healthcare

  762 W 400 S Springville, UT 84663-3096

• 

  Intermountain Healthcare

  577 S River Rd St George, UT 84790-2097

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:06/18/2024

  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 is a scam. Altaview hospital billed insurance incorrectly for my emergency visit, meaning that insurance denied the claim.On top of this, I submitted for financial assistance, provided ALL of the requested information multiple times and it has sat in incomplete status for over a month. I sent the information again.. emailed and asked for an update, sent the information requested again, and still have no results or responses.

  Business Response

  Date: 06/21/2024

  Hi ********

  Thank you for taking the time to discuss this with me. Like I said I will be working on this to see what I can do to help you out. You have my phone number so if you have questions in the mean time please reach out

   

• Initial Complaint

  Date:06/04/2024

  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.

  My provider sent me to the *******************************, being another Intermountain location for an MRI. Despite this test being scheduled 10 months in advance, they never submitted a prior authorization. This kickstarted a 8 month back and forth between my insurance, you guys, and myself trying to get this processed correctly. Several times IHC customer care agents shared that everything had been resolved, that this had been successfully processed in network, and there would be no further patient liability. The charges kept popping back up after this and eventually an customer care manager shared that nothing verbally shared by IHC customer care agents was binding. I eventually paid the balance outright because you guys had shared this with collections, which I found out a few days later another customer service manager that it hadn't been and that this dishonest tactic shouldn't have ever occurred. I've lost a lot of respect for IHC and your inability to process things in a timely manner or have the integrity to honor what you say you're going to do. I received heart surgery with you guys as a child and have been seen exclusively here ever since, this experience has changed the way I view IHC

  Business Response

  Date: 06/06/2024

  Hi ****, thank you for talking with me today. I apologize for the run around you have received.

  Like we discussed I will be working with our billing team and your insurance to make sure your account is worked properly. If you have any questions in the mean time please reach out to me 

   

  Thank you

  Angie 

• Initial Complaint

  Date:05/21/2024

  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.

  I received a notice with these words in bold: This is your third and final notice.
  
  It would be in the best interest of your company that no one from **** ******** **** Suite **** in Ogden, UT attempts to reach out to me again FOR ANY REASON MOVING FORWARD.
  
  I had a horrific experience in the emergency room there and instead of your patient advocate office handling that matter as they should have I was gas lighted via mail and over the phone. Returning to this facility is not even an option. Stop killing trees and do not reach out to me again in any way, shape or form.

  Business Response

  Date: 06/04/2024

  Hello ******,  

  Thank you for reaching out and provide us with the opportunity to review your case.

  We have reviewed you account and we do now show any open balances for you. All Dates of Service we show for 2023 were covered in full by your Insurance Triwest and the last statement we sent to you was on October 2023.

  I called you to get more information on the statement you received and see if we could figure out who was sending that statement. If you would like to give me a call, my direct line is ###-###-####.

  Thank you 

  Veronica K 

  Patient Advocacy Team 

   

  Customer Answer

  Date: 06/05/2024

  If you focused on the detail of the initial complaint... I did not reach out about a balance due or statement at all... I said I keep getting notices for me to make an appointment. I had a horrible experience at that facility with an emergency room doctor who made a sexual remark during an examination, the patient advocate dropped the ball when I contacted them, gas lighted me when I told them I had the interaction recorded, and I also stated that I would not be going back to that hospital for anything. I do not want anymore notices sent to any address on file. That was the nature of the complaint... not me owing any money. I know I don't owe anything. Do not contact me again by phone or mail. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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.

  On November 23, 2023, I was admitted to Intermountain Medical Center in Murray. I was having a lot of cold and flu symptoms. My biggest issues was my extremely painful fever aches and my weakness. I had taken a COVID test a couple days before, so I was worried it was something worse. I was in a lot of pain. Urgent Care was closed and OTC painkillers won't working, so my only choice was to go to the ER. Things were very slow, I suspect for Thanksgiving. However, I remember calling the nurse multiple times and having to wait at least 20 minutes every time. The hospital room was cold, the tv was confusing, I wasn't given painkillers for quite a while, and for at least an hour I wished I hadn't come at all. In the end it was COVID. I was sent home with instructions essentially to ride it out and take higher doses of OTC painkillers.
  I was charged $5307.45 for this visit. I applied for financial aid through the hospital, but my husband apparently makes too much. We sent our bill to Goodbill, a medical bill negotiating service. They determined we should have been charged $1169.12. They sent a negotiation letter to the hospital citing coding issues, medically unnecessary care, and other issues in our bill. After months of trying to negotiate with the hospital, nothing was resolved. The hospital refused to change the bill. We were told we would need to file a complaint against the hospital.
  MRN: ************* Encounter: **************

• Initial Complaint

  Date:04/10/2024

  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.

  North Valley pediatrics in American Fork repeatedly incorrectly billed my daughter, *************************, services. My daughter is double covered with her father's insurance being the primary insurance and mine is secondary. The claims were continually denied and now they stating that I owe over $2000. I spoke to the receptionist twice upon check in asking them to please correct the billing errors (switching her dad's back to primary) and now both insurance companies are not covering.

  Business Response

  Date: 04/22/2024

  Hi **************;

  Thank you for reaching out. I have tried to call you a couple times but your mail box is full. I would love to talk with you to see if I can work with you on this concern and see how I can get your billing issue fixed. 

  I am going to send you a letter in the mail with my direct line, so please reach out to me as soon as you get it 

  Thank you

  Angie 

• Initial Complaint

  Date:04/01/2024

  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.

  A bill was due for ******* services. I could not pay the total amount asked that was due. Because I am paying other medical bills, and other bills.I called up and asked IHC if I could set up a $20 payment plan instead of there required $70 and they said no but we could do $50 instead.I shared and asked this with 3 different individuals.I called their complaint/resolution hotline and they said they would get back with me in 5 to 7 business days. 7 days was last Friday.I called again a got shuffled around to 3 different people today.This is very unethical of a business. I am currently working 2 jobs a full time and part time. I am completely willing to pay my medical bills. But without this flexibility I ended having to put off a doctors appointment scheduled for *** and reschedule it in July.I have diabetes and been treated for blood clots and other medical issues and my doctors visits are important to keep.I would like to see IHC work with a payment plan that I can afford and do this for all there customers. I am willing to pay 100% of the bill I owe I just cannot afford their minimum asking price.I have applied in the past for financial assistance for my insurance and I make too much money to qualify.Thank you for your help and time.

  Business Response

  Date: 04/04/2024

  Hello ****

  Thank you for taking the time to talk with me today. I am glad we could come to an agreement on your concern, Like I said if you do have questions in the future that is not being resolved please feel free to reach out to me

   

  Thank you

   

  Customer Answer

  Date: 04/05/2024

   
  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:03/26/2024

  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.

  I have repeatedly contacted AE and tried to get my address removed from their mailing list. They are sending their info to a company. I have personally spoken to them 3 times and they keep saying they will stop the mailings but they keep coming. I moved to this address in Sept 23 and have been trying since then. The business and address is as follows: ******************** ************************** ***************, ** 33305-3000 This is not a business but a personal residence.

  Business Response

  Date: 03/27/2024

  Hello and thank you for taking the time to speak with me today. Like we discussed this was not supposed to go to Intermountain Health it was meant for American Express.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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 was seen by Intermountain health satellite, Nevada Kidney and Hypertension. Doctor Raju made a diagnosis and formed a treatment plan based on test results that belonged to another patient.. I was incorrectly, diagnosed with a kidney stone, and was told that I was prediabetic. I informed this clinic that the error was made. They have yet to contact me to offer an apology, to provide a diagnosis and prognosis that is correct, and I have yet to receive any acknowledgment from the patient advocacy group from Intermountain health. I am extremely frustrated and I find this unprofessional and I’d like to know what recourse I have. Thank you.

• Initial Complaint

  Date:01/03/2024

  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.

  I had surgery at LDS Hospital on November 1. I paid $2558 the day of surgery. Ive had other peocesues at this facility. The doctors portion has always been included. I continue to get daily/ weekly emails stating I owe ****************** $354. Ive emailed billing multiple times without any success. Ive met my deductible and total out of pocket. I also reached out to Dr. ******** office regarding the issue. Lds Hospital owes me more than a $1,000 dollars. LDS Hospital is part of Intermountain. There should be a way to resolve this.

  Business Response

  Date: 01/09/2024

  Hello *****

   

  Thank you for taking the time to talk with me today. Like we discussed there was an over payment in the amount of $1070.42, we have already sent out a refund of $715.86 which you said you received. There is also a credit of $50 on your 12/05 date of service.

  I have escalated a refund to be sent out for the remaining amount on both dates of service. You will receive an additional refund in the amount of $404.56

  Customer Answer

  Date: 01/13/2024

   
  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:12/28/2023

  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.

  On July 24, 2023 I went to see Dr. Bonnie B****** at **** * **** *****, Denver, CO 80238. The visit was for a physical and bloodwork. At the conclusion of my visit she suggested I schedule a well woman exam (pap smear). I did. The result of my bloodwork had her prescribe a high dose Vitamin D for me. When I went for my pap November 27, she made small talk while “inside” me. She asked if work was still stressful, I asked if I should call for a refill of the Vitamin D Rx when I run out (she said no - it was a booster), I asked about an RSV vaccine, she said not needed and she also talked about and ordered a Cologuard test for me. I was surprised to receive a co-pay invoice for this visit. My insurance company, Cigna, said that was because the visit was billed as diagnostic instead of preventative. When I contacted her she said, well we talked about other things too but she agreed to change the billing and agreed there was nothing “chronic”. Last week I received the attached from her billing department. I called Cigna and they said that was in violation of the office’s contract with Cigna - that i am not limited in preventative visits and that the office probably billed it that way because they get more $$$ from both me and Cigna. I have tried reaching out to the doctor’s office several times for the names and contact information of someone to talk to about this (including, if necessary, legal counsel). Their only response is “I don’t have that information”. Their practice is unethical and I cannot get anyone to respond to my complaint.

  Business Response

  Date: 01/04/2024

  This account has been resolved. We reached out directly to the patient letting her know the account is now at a $0 balance

   

  Sue

  Customer Answer

  Date: 01/04/2024

  
  
  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,
  
  
  
  ***** ******