Complaints

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

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  Intermountain Healthcare

  175 N Main St Ste 104 Heber City, UT 84032

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  Intermountain Healthcare

  1501 Highland Avenue Burley, ID 83318

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  Intermountain Healthcare

  1165 S 800 E Orem, UT 84097-7230

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  Intermountain Healthcare

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

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  Intermountain Healthcare

  762 W 400 S Springville, UT 84663-3096

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2023

  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.

  I went to Intermountain Healthcare’s Utah Valley Hospital after a longboarding accident in Provo canyon. I was concerned about a fracture on my leg. I have Aetna insurance, and upon arrival at the Instacare Clinic, I checked again to make sure they were still in-network. The receptionist said yes they were. I was then seen by a provider in the in Instacare and an x-ray was taken. I then received a bill a few weeks later for around $200 for the visit, though I am insured. My insurance has been billed for an Instacare visit before with no problem.
  I contacted my insurance company and the IHC billing department. My insurance company reviewed the claim and found out that the “Intermountain Healthcare Group” is in network, but the individual provider whose name was on the claim, was NOT in network. The IHC billing team told me it was my responsibility to verify individual providers. However, it was an emergency visit. They don’t offer providers or tell you who you’ll be seeing beforehand.
  I explained my position to the billing team, then again to a receptionist at the clinic, and then again, back and forth with Intermountain healthcare’s Patient Advocacy team. I received the following letter from the woman who was supposed to be my case manager, I assumed. If they were just going to repeat the same, unapologetic answer and continue to charge me in full, they could have just told me up front instead of wasting my time for another couple of weeks. In my view, this was largely the fault of the clinic and the receptionist who gave me incorrect information. If they had told me up front at the desk, “yes we are in network, but we’ll bill it under an individual TIN for the Provider you see, so you might have to pay in full”— I would have just gone across the street to Revere Health’s urgent care!

  Business Response

  Date: 09/12/2023

  Hi *****, Thank you for giving me the time to review your concern, while it is patient responsibility to know if they are being seen by an in-network provider/facility, I understand you were going due to an emergency. I have done a courtesy adjustment of the $159 on encounter ********** leaving it at a $0 balance. I called and left you a message with my phone number so if you have any questions regarding this please feel free to call me

  Thank you,

  Angie

   

• Initial Complaint

  Date:08/22/2023

  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.

  *************************** is neglecting our children by not returning our phone calls or addressing our childrens health issues. It has been months since our kids were last seen by him because he refuses to contact us due to his personal beliefs.

  Business Response

  Date: 08/23/2023

  Hi ****,

   

  Thank you for taking the time to talk with me today. I am very sorry about the experience your family has had. Intermountain does strive to provide the best service. As we discussed, I have sent an email to our Clinical Relation managers regarding all your concerns. You can contact their team at ************ or email ************************** they are open Monday Through Friday 8:00 am- 5:00 pm.

  Like I said as soon as you or Dakota call me with a name of a doctor I will see if I can reach out to them and help get ***** set up an appointment closer by. I provided you with my direct line so if you have any other questions please feel free to reach out

  Thank you

  *****

• Initial Complaint

  Date:08/19/2023

  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.

  My daughter visited this urgent care March 21, 2023. I verified before going that they accepted my insurance, even though my insurance covers 100 percent of all urgent care visits. Since the visit, I have received 5 bills for the entire amount for the visit, because they refuse to properly submit the claim. Upon receiving each bill, I immediately called to speak with a representative, to which I was reassured everything was being submitted correctly, and notes were made that this bill was being disputed so as not to go to collections, so I was told. It was unclear the first few times what the issue was, the reps I spoke with supposedly made notes that this was being disputed and said they would re-submit after taking all my info ******. After the fifth bill, I had my insurance rep come on the phone with me to discuss together with the Intermountain rep; it was discovered they refused to submit claim because I had no authorization code. My insurance rep ********* repeatedly in the conversation that is not needed with my insurance. After that conversation I felt like I got somewhere and thought the issue was finally resolved. Only to receive a notice this week from a bill collection agency that they have my bill now. I am beyond furious and frustrated, I feel this company is either severely incompetent or unethical, I suspect the latter. I feel like I was lied to, about them having my bill in dispute status so this would not happen, especially since I have been VERY proactive in trying to handle this and have spent over 4 hours of my time on the phone trying to figure this out. It has also been frustrating trying to resolve this issue so many times and not getting anywhere with the customer service reps. *** my credit score is being affected and I have a bill I should not be responsible for in collections. My insurance covers 100 percent of ALL urgent care and ER visits, why should have to pay this??

  Business Response

  Date: 08/21/2023

  Thank you for taking the time to speak with me today. Like we discussed I have taken the adjustment of $369.00, your account has also been recalled from collections and will not affect your credit. There is an itemized statement being sent to your email that will also show you have a $0 balance on encounter 1257918739.

  Let me know if there is anything else I can help you on

  *****

• Initial Complaint

  Date:08/05/2023

  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.

  UNKNOWN TO ME, IHC INSURANCE HAS BEEN DEDUCTED $30.67 FROM MY PERSONAL CHECKING ACCOUNT FOR THE LAST TWO YEARS. I NEVER SIGNED UP WITH THIS INSURANCE OR GAVE THEM PERMISSION TO WITHDRAW FUNDS FROM MY ACCOUNT. I CANNOT GET ANYONE ON THE ******

  Business Response

  Date: 08/23/2023

  Hello ******, like we discussed on the phone, Intermountain Health is not an insurance company, we are a hospital organization based out of Utah. I still have not received your statements showing It was Intermountain Health that was taken payments out of your account. I have called and left messages with my direct line but have not heard back. If you find this to still be an error made by Intermountain Health please reach back out 

   

  Thank you,

  Angie 

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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.

  Intermountain bill pay is incapable of providing fair services to me based upon glitch(s) in their billing system that their staff has reported to me, that they are aware of it, but did not clarify whether they will actually fix it. Anyone who has a security code that starts with a 0 will not be given fair opportunities to pay their bill.
  
  I tried paying online as well and their system wouldn’t give me a fair opportunity to pay my bill because of a glitch in their system not pulling up the billing record. I tried several times.
  
  I called around five times and was ignored purposely by their support just because I wanted to pay my bill. It wasn’t until the individual who was supposed to forward me took my billing information and I was finally able to pay.
  
  Due to their errors and glitches I lost over 30 minutes of my life. I considered not paying my bill due to this emotional damage.
  
  In the after call survey, I spoke fast and had a list of these issues and their survey machine cut me off so intermountain doesn’t want complaints to be fully heard or else their system wouldn’t have cut me off so I am left only with BBB to report the issues.

  Business Response

  Date: 07/21/2023

  Hi *******, I have tried calling you a couple time. I would love to discuss the issue you are having and see if there is something I can do to help you. Please feel free to reach out to our customer service department at ###-###-#### and ask for me. 

  I look forward to your call

  Angie

  R1 Patient Advocate Supervisor 

   

  Customer Answer

  Date: 07/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have done my due diligence three times to call you per your instruction as you personally instructed to me to do, on my voicemail, but now I am given the round about/different instructions by having to call customer service. In addition, you spelled my first name wrong which makes me think your careful reading of my complaint and consideration of my concern is not enough for a proper greeting to me. Anyone who calls your number is given the hand to the face of an automatic voicemail  

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

  Business Response

  Date: 08/02/2023

  HI ******, I apologize for spelling your name incorrect.

  I have tried reaching out a few times but have been unsuccessful at reaching you. I have submitted a ticket to our team that runs the Intermountain bill pay site to check on your account see why you are unable to make payments. You not being able to make payments should not be affected by your social security number starting with a 0, other patients have been successful with it. Do know the intermountain bill pay system is for facility encounters only so if you have a medical group, central lab or homecare billing you will not be able to pull them up on Intermountain bill pay. I have also reaching out to IT to see about making the survey longer. 

  If you ever have a dispute or concern that customer service is not able to help on please reach out to out Patient Advocate Team at [email protected]

   

  Thank you,

   

  Angie P

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you are misleading the truth. You set up your phone so that I am never able to directly call you, going straight to a voicemail, so don’t tell people to call you if you never plan to answer. So why even call? When I do call you don’t call back for days meaning you ignore me for days what you agreed to do and that is to discuss the issue. Which is what? You instead are making me call customer service who doesn’t answer in a timely manner. I have in good faith called your number, provided by you many times and every time the same treatment. You also fail to pay attention to detail, again. I didn’t say social security number and why would someone ever use their social security for the online automated bill pay system you have when it only asks what is on the bill itself? Do you not know how the online system works? You simply are misleading me and the public on this forum making up an excuse and now passing it onto a “ticket”. I said security code i.e. CVC. You are mistaken again because if you actually read my responses you would have seen that I reported that your representative telling me that this was a known issue i.e. other people calling in and having the same issue. Please stop making up stories or excuses. I will look into filing a grievance form with my insurance company.

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

• Initial Complaint

  Date:07/08/2023

  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.

  For the last year despite numerous phone calls, emails, and letters, Intermountain Healthcare continues to falsely assert that I owe them $795.26 for healthcare services (Intermountain Healthcare account number: *************; I.C. System, Inc. account number: **************) despite cashing a check for $795.26 issued by my healthcare provider London Health on 4/19/2022. I have provided a copy of this canceled check as supporting documentation of the payment of $795.26.
  
  My wife - the primary healthcare account holder - has spoken on the phone to at least five people at Intermountain Healthcare over the last year and a half to resolve this issue. Each time she is informed that she should contact an email address - different each time - to provide supporting documentation of the payment. Each time she emails the supporting documentation to the provided email address and each time her email goes unanswered and the harassing letters from Intermountain Healthcare continue. This harassment has continued over the last year and a half despite our numerous efforts through phone calls, email and letters to fix the issue. This is the second time that Intermountain Healthcare has now taken a further step of harassment by employing a debt collector to seek $795.26 from me despite the fact I can provide explicit documentation that Intermountain Healthcare has been paid for these services. In addition to this complaint with the Better Business Bureau I will also be filing a complaint with the Utah Attorney General. The people of Utah deserve better than to be harassed by healthcare providers for money they have already received.

  Business Response

  Date: 07/18/2023

  Hi ****, thank you for taking the time to speak with me today. Like we discussed, I was able to locate your payment and had it applied to the correct date of service. Your account balance as of today is $0, the collection agency has also been notified. You will be receiving an itemization to your email showing it is not $0. Please reach out if there is anything else I can do.

  Thank you,

  Angie 

   

• Initial Complaint

  Date:06/28/2023

  Type:Delivery 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 got an order form my dr in april 2022 for a new wheelchair. I am still waiting for it, over a year later. they havent placed my order that is sitting on their desk for 2 over months. everytime i call they say it is waiting to be ordered and that they are short staffed!!! this is my life and my livelihood. i cant fix my old one while i have an order in for a new one. please make them do their job. i dont know who their boss is. it has been over a year!Intermountain Homecare and Hospice Wheelchair Shop ****************************************************** Phone ************

  Business Response

  Date: 07/07/2023

  I forwarded your concern on to our leadership for our homecare department. They will be reaching out soon.

   

  Thank you 

  Angie 

• Initial Complaint

  Date:06/20/2023

  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.

  In September/October 2022 I was in a skilled nursing home for rehab from a stroke and valve replacement surgery. The first of October I had 4 days left of my 30 day stay with ********* I went into a ************************************ to see what other options I had that would be cheaper than the $350 dollars a month I was paying ******************* I was told ********************** advantage of ****** was a great plan. I explained my situation as being in the *** and the agent called Select Health and told them I had 4 days left of my stay they said that would not be a problem. The next day when the *** called my family (which is helping me with this) and said this is a problem I had the agent call Select Health again to which they said it would be no problem, and the agent told me it was a recorded phone call and we should not have any problems. As of today it is still a problem they did not have record of the first phone call and they tried to send it back to ********* For the last 8 months I been getting bounced around by Select Health most the time they do not respond to me for weeks at a time. Finally after 8 months it got denied again and I ended up paying the bill. I feel Select Health misled me in the beginning to get me to sign up when I could have waited another 4 days. I do have to say though that with everything else Select Health as been GREAT and they have full filled all other obligations in a timely manner and have paid all my claims as in there policy. I have no other complaint with them except being told there would be no problem with my *** and that we were on a recorded phone call and all should be good and now 8 months later I end up paying the bill because of a loop hole Select Health found with the *** not getting Pre Authorization and the *** saying they could not get Pre Authorization after the fact.

  Business Response

  Date: 06/23/2023

  Called and spoke with *************************, she said this complaint has nothing to do with Intermountain at all, she does not mention Intermountain in her complaint. This is for Select Health and a medical center in ****** (not Intermountain). She is going to be calling BBB to see about getting this corrected 
  
  ***** P

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, My complaint was never with Intermountain *********** I am not sure how it got to them IHC has always been exceptional in every way. My complaint was with Select *********** of ****** only.

  I am sorry this went to the wrong establishment and hope this letter will correct that.
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  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.

  02/15/2023 I had Cholecystectomy surgery. I have been waiting since to receive a bill so I can set up a payment plan. I finally received my bill on 06/15/2023 which shows I am in pre-collections in which is not possible since this is the first bill I have received for this service. I called the billing department today and was advised I am 25 days from going into collections however, I can set up a payment plan of $373.00 a month for 12 months. I advised the rep I was speaking with I am unable to afford that amount as I have other bills as well. The rep advised that I can set up a longer term payment plan with a additional 4% interest which if I can afford my total bill of $4373.40 @ $373.00 a month how can I afford additional interest? I will be applying for financial assistance however, my aging on the account continues. How can you charge your patients additional interest on their medical bills? Is this even legal? I would like to read my conditions of registration and any paper work that was signed advising that if I could not pay in full I would be charged additional interest for setting up a payment plan.

  Business Response

  Date: 06/16/2023

  Kieara per our discussion today I explained that patients are informed of interest on balances in our "consent to treat" form.  We discussed that with you applying for financial assistance I would do a courtesy hold on your balances for 30 days and then once your application has been approved we can set up a payment plan at 0% interest even if over the 12 months if necessary.  You have my direct contact information should you have any further questions.  

  
  Thank you, 

  Carie 

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

• Initial Complaint

  Date:06/11/2023

  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 came in on 6/9/2023. The front desk receptionist was BEYOND rude and disrespectful. I was seen for breathing issues. They gave me an EKG, a chest x-ray, breathing treatment, and steroids to open my throat and lungs. The steroids were the only thing affective and they told me they would send in a prescription to my pharmacy for it. They did confirm my pharmacies address with me. I go to pick up my medication and they tell me there’s nothing for me. Confused, I called the instacare and again the receptionist was beyond rude and connected me with a nurse. The nurse informed me the doctor “forgot” to put in the prescription. Not very professional when someone comes in struggling to BREATH and you just forget? The nurse tells me she will relay the information to the doctor to put in the prescription order and confirmed my pharmacies location again. Some hours later I receive a call back confirming my prescription has been put in by the doctors. I wait some time for the pharmacy to be able to prepare my medication. I go to the pharmacy again to pick up my meds and they have informed me again that there is nothing to pick up and the doctor has YET AGAIN failed and forgot to put in my prescription. The only medicine that is helping me to breath right now and they have forgotten twice. Even lied to me saying that it was put in when it wasn’t. This is a terrible way to run and work in an establishment and I seek immediate resolution.

  Business Response

  Date: 06/12/2023

  Thank you for taking the time to contact us. I am sorry to hear about your recent experience and want you to know Intermountain Healthcare strives to provide extraordinary care to each patient.

  I have forwarded your correspondence to the Intermountain Clinical Excellence 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 Excellence Team can be reached Monday through Friday, 8:00am-5:00pm via email at ************************* or phone at ###-###-####.

   

  Thank you,

  Angie 

  R1 Patient Advocate

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  this is not an actual step towards resolving this issue. I will wait to hear for an actual resolution on what you’re going to do to make this right. 
  
  Sincerely,
  
  ****** *********