Business Profile

Hospital

Intermountain Healthcare

Headquarters

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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.

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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:12/18/2023
Type:Billing 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.
This complaint is against Intermountain Central Laboratory ("central lab") and the Intermountain mess management inside.

On 12/12/2022 and 03/14/2023, my son's provider sent us to do some lab tests in the central lab. Those tests he did before in another Intermountain Hospital already, so it's not a surprise to us.
We had a pretty good insurance plan in Aetna and were working perfectly on deductibles or getting exempt for my son's tests in Intermountain related hospitals till the same tests did here.

After around 6 ~ 9 months, the test bill statement from Central Lab comes, it's getting charged without any co-pay from insurance. This is a big shock and "surprise" to us, we had no idea why the tests sent to the central lab are getting no coverage compared to some other places such as Intermountain hospitals like American Fork or Primary Children's Hospital.

We were trying to call the Central Lab's billing department, what they did was just "kick" us back and forth to talk to insurance and providers, etc.

1. The billing comes so late that it's so hard for us to remember what and get a solution on it.
2. The billing department is not trying to help but making excuses.
3. The bill of the same type of tests covered by Intermountain hospitals but not Intermountain Central Lab is making no sense to us.

Please help us out.
Initial Complaint
Date:11/12/2023
Type:Sales and Advertising 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 billed and my insurance company had sent the *** that clearly stated my portion was $0. This happened multiple times and my bills have been getting re-processed multiple times since 2022. I keep getting new ***'s from 2022. All of a sudden I owe money for a doctor visit, or a surgery from 2022 after I should have met my out of pocket **** Or I will get a bill again, when my *** states that the member responsibility is $0. My insurance company has called MULTIPLE times to find out why they are charging me for things that I don't owe money for.
Business Response
Date: 11/14/2023
Thank you for speaking with me today.
I have reviewed all 2022 dates of service, I found one encounter 664-******5598 that has been reprocessed and paid in full by your insurance and is reflecting $0 balance.
You stated multiple dates of service but didn't know the dates of service, once you find those please reach out so I can see what happened and forward on if needed.
You requested no follow up from me regarding the outcome so if you have any questions, please feel free to reach out to me directly.
Initial Complaint
Date:11/10/2023
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'm beyond word to express how I cannot comprehend how can a 30min visit turn into $1000 bill ($868.95 after insurance discount).We were in early evening to confirm if our child had an ear infection and if so, just prescribe the corresponding antibiotic.The hospital had us wait for approximately an hour in the waiting area before sending us to a room.This was just a regular room and once a physician came to check on our son, he was quickly diagnosed and we were sent home.It was absurd that THREE doctors came in to check about a simple light ear infection and now I have to pay $868.96 + $186.59 to one them doctors that billed us separately (*************************** MD)This feels like a pyramid scheme that sends random doctors into rooms just to collect easy money.Please adjust this rate to a reasonable amount that justifies the overall 30min we stayed in a room.Looking forward to hearing back from your team.Billing data:Encounter# ********** Account# *************
Business Response
Date: 11/17/2023
Hi *****, Thank you for taking the time to talk with me. I had an audit performed on 138-*******765 all charges are correct.
Emergency Department ***** which is the highest-level medical care and therefore has the highest costs associated with it. When a patient presents to the ** with what could be a serious problem or concern. The claim was submitted to your insurance, the balance was left towards your deductible. I did a courtesy adjustment of $250, that will reflect on your bill pay account within 1 week.
If you have any further questions feel free to reach out
Customer Answer
Date: 11/20/2023

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:10/26/2023
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 ** back in February, I have medical insurance. The service was horrible, from having 2 different doctors in **, one of them asking me what I was done previously (IDK, how am I supposed to know, I am in **, you should look at the notes the first doctor made), to being assigned to another doctor that was going on vacation and didn't have anyone aware of my ** situation, to getting prescribed a different dosage, etc...Now, Im dealing with their bill, it has doubled from the first statement and I have been calling since when I made my first payment plan and I always get a different person, a different answer, no one gives me the same answer to my questions as to why my balance keeps going up despite my payments. A couple of months ago, I got a new payment plan that doubled the balance, I just got an email saying that new charges were added from a previous visist and I called again and they lady said once again "I don't see that in my system"... THIS IS BEYOND frustrating. Everytime I have asked for a supervisor to get my questions answered it's "a supersviosr is not available, I will havehim call you as soon as possible" and I get a random call in the middle of my work, whenI try calling back, the person is unavailable, this has been going on since June or July and thye just keep adding charges. PLEASE HELP ME I AM DESP**ATE
Business Response
Date: 11/07/2023
I have tried to call a few times leaving a message with my direct line to call back, I have also sent an email with my number and the hours I am here. I have yet to hear back. Please reach out to me when you have a moment, I would love to discuss your concern with you

Thank you
*****
Customer Answer
Date: 11/08/2023

Complaint: 20785975

I am rejecting this response because:
I mentioned to ***** over email that I have stated SEVERAL times that because of the nature of my work I cant take random calls whenever they pop up.
She also called when I was in the middle of calls. In my email we have agreed to call her at a set time. She sent her her hours and I am just finishing my workload from last month end at my company but it seems she took my inability to respond at her will as a green light to close the case.
i will be calling her to today so no, ny case is not closed. This is the same response they have and I have told them MULTIPLE TIMES I CANOT TAKE CALLS AT WILL.

Sincerely,

*************************
Business Response
Date: 11/15/2023
Hi ******, I am glad we were able to talk today. Like we discussed, the difference between the two bills are due to you had not met your deductible, the second visit you had met it so insurance left you a copay. I did the courtesy adjustment due to the ********** work being done leaving you the remaining balance $2093.92. If you have any further questions feel free to reach out to me.

Thank you
Initial Complaint
Date:10/21/2023
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.
My daughter, ******************************* was seen in the emergency room August of 2020 in **********, **** at the *** Hospital. My insurance at that time was *******************. They paid their portion, and we were balanced bill the remaining amount of over $3000.00. I set up a payment arrangement of $96.00 per month at 4% interest. On July 24, 2023, I paid the balance of our account of $688.65 to *** on the online portal of ***. I thought I paid the balance off early enough so that another payment of $96.00 would not be automatically drafted from my account. On the 26th of July 2023, a $96.00 payment from *** was drafted from my account. I looked online and saw that I had a zero balance. I called *** and the representative said that my credit of $96.00 would be refunded. I waited for about a week for my refund, but nothing showed up in the mail or back onto my credit card. I called *** and the representative said that he showed that a refund of $96.00 will be going out and it could take about 2 weeks for the check to arrive. At of today, I still have not received any refund from ***.On August 21, 2023, I received an email from *** stating, There is a payment due on your account. I looked online on my *** account, and it showed a balance of $1309.73. I had and have no idea what this amount is for. Right after I paid the remaining balance of $688.65, the account showed a zero balance. I called *** and the rep said that ******************* took money back. I called ******************* and the rep said that they didnt take any money back. I called *** again and another rep said again that ******************* took money back. I called ******************* again and the rep spent about an hour with me going through every payment that they made and that there wasnt anything that showed that they took any money back. I called *** again and I explained how I had paid the account in full and that I had a $96.00 credit because a payment of $96.00 had been drafted from my bank account after I had paid my account in full and that I was told that I would be receiving my $96.00 credit back. The rep said that the $96.00 credit had been applied to the balance owing and now the balance is $1309.73. So, the amount that *** tacked onto my account is $1405.73 and they applied my $96.00 credit, and they are stating that I still owe $1309.73. I asked for an explanation of what this was for because I had paid my account in full. The rep could not give me an explanation of what this charge was for. She said that she would look into it and get back with me. I still had not heard anything from *** but continued to get emails from *** stating that I owed this amount. I called *** on Sept 5, 2023, again and spoke with a representative by the name of ******. I explained to him the whole situation and told him that the last rep that I spoke with said that she would get back with me with an explanation of what the charges of $1405.73 were for but I still had not heard from her. He looked and could not see what the charges were for. He said that the account was under review, and it could take up to 30 days. I asked him to please send me an itemized statement of what the $1405.73 was for. He said that he would, and it could take up to 2 weeks to receive it. As of Friday, Oct 13, 2023, I still had not received an explanation from ***. I called *** on Oct 13, 2023, in the morning and I was on hold and then it sounded like someone had answered the phone, but no one was on the other end. I then tried again in the afternoon, but I had the same experience where no one was on the other end. I have since changed my credit card information so no more payments can be withdrawn from my account. *** tried to take another payment on 10/20/2023 from my account but was not successful. I still have not received any verbal or written explanation from *** for what the charge of $1405.73 is for and I cant get a hold of anyone to talk to them about this. The resolution that I would like is my $96.00 credit refunded to me and for *** to remove this bogus amount of $1405.73 from my account and to not contact me anymore regarding me owing them anymore money.Thank you,*****************************
Business Response
Date: 10/23/2023
Hi ****, Thank you for taking the time to talk with me. As we discussed I reapplied the adjustment that was reversed, it gave you a credit of $96 which I refunded back to your card. If you do not see that refund with in a week please call me directly at the number I provided you.
Thank you
Angie

Customer Answer
Date: 10/23/2023

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:10/05/2023
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.
I submitted a grievance to *************************** about a healthcare provider at Bear River clinic in *************. I am unhappy with the outcome of this grievance and I would like this to be escalated to corporate.
Business Response
Date: 10/23/2023
Our Clinical Excellence Team has reviewed your concern and responded to you directly. They have sent you the grievance appeal instructions. If you have any further questions please reach out to the clinical excellence team Monday- Friday 8:00 am - 5:00 pm they can be reached at ************
Thank you

Customer Answer
Date: 10/23/2023

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:09/30/2023
Type:Product 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 returned a hearing aid to *** audiology **** a month and 1 day ago. They billed my credit card for $1697.00. I have requested a refund multiple times from their billing and also with their advocates help. They took two weeks to tell me they could not place refund on credit card and would send a check. I have not received any check. I am on a fixed income and unable to purchase another hearing aid. This has caused me financial strain,anxiety,and stress. Can you help?
Business Response
Date: 10/17/2023
Hi *******, your refund check has been sent out, it was mailed out on 09/21. If you do not receive the check soon please feel free to reach out to me.

Thank you
Customer Answer
Date: 10/25/2023
Yes, reopen.I have never received a check or resolution in 2months.

Business Response
Date: 10/30/2023
Hi ****, Thank you for taking the time to talk with me today. I am happy to hear you received the refund check. Like we discussed once you call your bank give me a call and let me know what they are advising you to do

*****
Customer Answer
Date: 10/31/2023

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:09/27/2023
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.
After both their billing office and clinic staff confirmed that my insurance would cover my visit and testing, I was still billed $239. Then an additional $220 for labs. When I asked why, they said that my insurance was no longer covered. I paid that off, then, 9 months later, was informed that I owed an additional $479. All of this after I was told by 2 different sources that I was covered under insurance. They misled me and still treated me.
Initial Complaint
Date:09/12/2023
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.
Intermountain has billed me for a service that was unjustified. The Park City Specialty Clinic OB/GYN
*** ***** ****** ** *** *** Park City, UT, had ordered an extremely expensive ultrasound that was then also carried out incorrectly. I had filled a complaint with the Patient advocay but my correspondence was ignored and the case closed without resolution and sent to the collection company. I had written the patient advocacy that the OBGYN was looking into the case and needed more time to do so, but this was ignored.
So multiple things were done incorrectly
1. The OBGYN ordered the expensive ultrasound even though other friends that go there never had to undertake this expensive ultra sound
2. The people carrying out the ultrasound had to do an uterus and a fetus ultrasound because they were not knowledgeable. I was 5 weeks pregnant for the 3rd time and told them they would not be able to see anything with a non-vaginal ultrasound. They ignored this and had to do both ultrasounds. And I am the one that is supposed to pay for this?
3. The patient advocacy team keeps closing my claims without resolution ignoring my input. I had told them that I am speaking with the doctors office (They are not willing to do so) and that it will take time for them to respond. This was ignored and the money collection company informed.
Business Response
Date: 09/15/2023
HI ********, Thank you for reaching out.
You concern with patient advocates have been resolved and a letter was mailed out to you.
There was an audit placed on your account showing that all charges are correct. You were also provided a good faith estimate of the services you were receiving on 01/26/2023, the estimate provided was $979.95 that included the facility and radiology fee. You are being charged less then the cost estimate that you were given.
We give 120 days to pay your balance in full or put it on a payment plan before we send accounts to collections. I am going to do a courtesy recall from collection to give you the opportunity to set up a payment plan on your bill pay account. This can take about a week to show in your bill pay.
I did call and leave you a message to give you the resolution information but have not heard back. So please reach out to me if you have further questions

Thank you
Angie

Customer Answer
Date: 09/15/2023

Complaint: ********

I am rejecting this response because:
This is not about what was billed. This is about what was ordered by Dr. S********* which is not in line with what my friends had been ordered. My friend was treated at the same facility by Dr C*** and did not have to do this super expensive ultrasound.
Additionally this is my 3rd child and I had told the doctors that they wouldn't be able to see anything without doing a transvaginal ultrasound. Which turned out to be true and they billed me both and the treatment took longer. So they should be knowledgeable enough not to have to do both ultrasounds.
I dont even want to talk about their poor communications.

Sincerely,

********* **********
Initial Complaint
Date:09/11/2023
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.
On August 21st 2023 I scheduled an appointment with *****************, my primary care physician at Intermountain Health as my CPAP machine, which I had been using since July 2017 showed a message saying the motor had exceeded it's lifespan and it would fail. The machine also made wheezing noises and was clearly not delivering sufficient pressure.On August 22nd I saw ***************** who provided the doctor's ****** I required to Intermountain Healthcare. I also sent my medical records from ****** in ********** from 2017 showing my test results and required CPAP settings affirming I needed a machine. The detailed results were not available.I was referred to ****************** and Supply where I left a message on Thursday August 24th informing them of my needs and that they should have the required doctors ****** and results.My call was not returned until the Tuesday of the following week (August 29th) whereby they contradicted the information given by my doctor and told me I needed a prescription and sleep study results. I contacted my doctor the same day who provided the prescription.I tried repeatedly over the 3 weeks thereafter to reach St Vincents - occasionally getting a call back from a ***** on ************. They told me they would contact ****** about my sleep study but weeks passed and they have not updated me. Nor have they scheduled me for a renewed sleep study.It is now a month since I reported a simple issue of getting a replacement machine, which had already been prescribed to me, and yet Intermountain has failed to resolve the matter. Hence I am filing this complaint.
Business Response
Date: 09/27/2023
HI *******
your current insurance company/plan requires a sleep study be performed that meets qualifying standards for them to pay for the equipment and supplies. Your sleep study that was performed, in what we presume was **********, may qualify you, but we need to have a copy of it so we can provide it to the insurance company for review. On a previous call you indicated you do not have time to provide those details to us. As you can see, we have offered to help you procure the study, you just need to tell us where and when you had your study. If you would be willing to provide the information, we need to meet the requirements of your insurance, we would be happy to get you taken care of.
Thank you

Customer Answer
Date: 09/28/2023

Complaint: 20585123

I am rejecting this response because:

It took 4-6 weeks from placing the initial call, and for me to waste time going to your offices personally to obtain an explanation, for Intermountain to clarify that a detailed sleep study results were a pre-requisite from my insurance company. This could have been stated up front saving 4-6 weeks of wasted time. Each time I called it took 3+ days to get a response.

"On a previous call you indicated you do not have time to provide those details to us." - no. This is not what happened, nor is it what I said. I said I had already contacted ****** requesting to obtain the detailed sleep study results. They had told me repeatedly they did not have this and only had what they had sent. I said it was pointless spending more of my time (when so much time had already been wasted) pressing ****** for information they had already told me they could not provide.

My underlying issues here are:
- St ******* Mobile and Supply takes days to respond and responds only via phone when I am typically on solid conference calls during business hours
- to get to an answer required wasting over an hour of my time, needlessly, to drive and visit your office and request an explanation
- your team appears understaffed and unable to respond to matters within 1 business day, they call back 3+ days later
- your team failed to provide up front the reason they could not renew my CPAP machine (note Anthem was also unclear and failed to provide this reason to me for 4-6 weeks)

What should have been a simple matter of replacing a long used CPAP machine in days has become a prolonged 2+ month process requiring me to waste many hours of my time and which has been highly frustrating dealing with non-responsive representatives who fail to give clear answers.

Sincerely,

***********************

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