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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 ComplaintThe 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:06/07/2023
Type:Billing IssuesStatus: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 had twins at this hospital November of 2022 no complaints about the actual hospital or the medical stuff they were all great. My complaint is in relation to there billing practices so we received a bill after the insurance had paid there portion. They billed one of my twins 2x for the remaining amount of $388 and my other twin never got a bill at all so I called them to tell them they messed up the bill and billed my one twin twice and the other twin not at all they told me the would get it fixed. Nothing happened and I called to follow up several times and every time they have no idea about the problem and claim they will get it fixed finnaly after a bunch of these calls I got another set of bills they sent to bills for one of my twins again and none for the other only this time the amount went up from $388 to $417 so at this point we still have two sets of bills for one twins and none for the other only they arbitrarily raised the amount for no reason. So after another dozen or so calls with unhelpful and condensating customer service personnel trying to get them to fix there error. I get a 3rd set up bills once again my one twin is double billed and the other one is not billed at all. only this set of bills is now $488 so here we are 6 months later I still have never received a bill for one of my twins they have fraudulently raised the amount 3 times and also keep sending notices that it is past due I cant pay them because they havnt even billed everyone involves yet ( still have no bill for one of my twins) This has made me un able to submit a claim with my hospital indemnity plan because it was all one event they need a itemized bill for my wife and both twins in order to pay the claim so I can pay the hospital.this organization is involved in clear cut medical billing fraud and is also a illegal monopoly where the insurance company and hospital all the same company allowing for no market competition.Business Response
Date: 06/09/2023
*******, thank you for reaching out and I am sorry about all the confusion. Both accounts have been updated and show the correct patient, as you discussed with our patient advocate team, the difference in the amounts is due to insurance reprocessing the claims. You should be receiving updated billing statements showing the updated information. a new itemization and UBO4 has been mailed out to you, I also asked for one to be emailed to you. If you have any other questions please give us a call.
Thank you,
Angie
Customer Answer
Date: 06/20/2023
Ok here is my responseThis is 100% a lie we have never received a bill for one of our twins nothing is updated on the app it still only shows my wife and one of the twins the other twin when you click her name is says you do not have access to this account this is why Im so frustrated they have over and over again lied to me and claimed they are going to fix this so I can turn in the claim to my hospital indemnity plan and then I can pay them but here we are 6 months after and we have never received anything for one of my twins and they are more than happy to lie and continue sending late notices for my wife and one twin when I told them dozens of times I can pay them once I receive the invoice for my wife and both of the twins. I think they should reimburse me for the dozens of hours attempting to get this resolved and having to deal with there un ethical immoral and incompetent business practices. Also the insurance company owning the hospitals and clinics seems to be a blatant anti trust violation.Sent from my iPhoneBusiness Response
Date: 06/27/2023
The documents you are requesting was emailed to ******************** and mailed to the address we have on file on 06/13/2023. Please reach out to us at ************ if you have not received them.
Thank you
Angie
Initial Complaint
Date:05/09/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint concerning a recent bill posted 02/17/2023, on Intermountain Healthcare Bill *** for the amount of $273.05, for a knee arthroplasty I had on 01/19/2022. I called their customer service number on 02/28/2023 and talked to ******. I asked what this charge was for and why it took over a year from the procedure date to be billed this amount. She said it was because my insurance company took so long to pay the claim. I asked why I was not made aware that there was an outstanding amount before now, and she explained that it is Intermountain HealthCares practice not to send a bill until the claim has been settled, because it would be too confusing for patrons. I asked her specifically what the charges were for, as I had already paid for this procedure and she told me she could send me the itemized statement, but that it wouldnt do me any good because I wouldnt understand it anyway. Im not sure if she was saying I am too stupid to understand the statement, or if the statement is not transparent enough for patrons to understand; either way, that is a problem. I asked her to send me all the documentation between them and my insurance concerning the delayed charge. She said she couldnt provide that to me. I told her I never received an EOB from my insurance for that recent payment/adjustment. She said I would have to contact them to get it. I then called my insurance company and they said they paid the claim for the service date of 01/19/2022 back in 2022, the claim was closed and there was not a pending or disputed amount that was paid in 2023, like ****** told me there was. I have sent two letters to Intermountain HealthCare and I have not received any response from their billing office concerning this. They claim I still owe this amount.I paid them a total of $2238.57 back on May 3, 2022, which is the amount they billed me back then and this is the amount that my insurance EOB stated I owed.Business Response
Date: 05/12/2023
Hi *****, Thank you for taking the time to speak with me today.
As we discussed the account was flipped to patient responsibility in error. I went a head and did an adjustment of the $273.05 as it was past timely billing. 1245736394_2 is now at a $0 balance, Please allow a couple days for it to reflect on your billpay.
If you need anything else, let ** know
Thank you,
Angie
Initial Complaint
Date:05/04/2023
Type:Service or Repair IssuesStatus: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 told by my Heart Rhythm Specialist that for medical reason I needed to have a Heart DE fibular implanted in my chest to regulate my heart. The original procedure was in August 20, 2021. immediately after the procedure there was an unusual palpitation on the lower left side of my abdomen. They made what they said was the necessary adjustments , so I thought and then sent me home. Over a years time I made multiple visits and each time I informed them of the problem and discomfort and again adjusted it. On December 30 of 2022 I went in again. A different doctor assisted me and he said that they would need to preform a revision. I asked the person that registering me for the procedure if I would be bill and she said would send me any information necessary to determine that. Needless to say they didn't send me the information requested. i went into have the procedure that was suggested by they doctor and all went well. My complaint is that I was bill twice for a procedure that should have been done the right way in the first place. I feel that doctor is being incentivized to not worry about doing it right way because he will get paid again if he has to fix the problem. I did ask Intermountain Healthcare to work with me on the bill and they refused. I want get some resolution please.Business Response
Date: 05/12/2023
Hello ****, Thank you for reaching out. I am sorry to hear about your experience with Intermountain Health Care.
I am referring your concern to our Intermoutain Patient Advocate Team to review. An Intermountain Patient Advocate will be in contact with you if additional information is required or once a resolution has been determined.
If needed, the Intermountain Healthcare Patient Advocacy Team can be reached Monday through Friday, 8:00am-5:00pm via email at ************************* or phone at **************.Thank you,
*****
Initial Complaint
Date:04/20/2023
Type:Billing IssuesStatus: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.
The only access to records of payments required or made is through IHC's online payment system, and it simply does not work.Business Response
Date: 04/24/2023
I called and spoke with ********. I explained there is multiple ways to get a copy of payment receipts and transaction history. I submitted an IT ticket so she should be able to download her payment receipts and transaction history. There was no issue downloading's the itemizations. I provided my direct line to ******** and will follow up with her in one week to make sure her IT issues have been resolved.
Thank you,
Angie
Customer Answer
Date: 04/24/2023
Better Business Bureau:
There were indeed issues with the IHC payment web site. The ticket that was issued to IT support (which is provided by a third party) was to determine why I was not able to access either my payment receipts or my payment transaction history.
I have reviewed the response made by the business in reference to complaint ID ********, and expect the matter to be resolved within one week from today, April 24, 2023. Angie, the person who contacted me from IHC, is planning to email me the statement I needed, and has given me her direct phone number if my access to my payment receipts or my payment transaction history are not activated. If these things occur, that will be a satisfactory resolution to my complaint.
Sincerely,
******** *******Initial Complaint
Date:04/13/2023
Type:Billing IssuesStatus: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.
IHC Billing is Criminal. I guess thats why they removed the ability to review/rate them on google or anywhere else, look for yourself. They have attempted to bill me for 8 months on a charge that was removed by them and the Dr twice now. The billing dept will mark the bill "Closed" yet continue to pop up and attempt to bill me again month after month again and again for the same thing having me go back and show them their own closed billing code and attach the letter from the Dr again showing them again they have already closed this out as a billing error. They are the worst at their own system and processes if they in fact have any.
As a warning for others, I would get everything in writing so that when they do make a mistake in their billing dept you can help them do their job by showing them because apparently unbeknownst to you you are now working for their billing dept and helping them do their job since their records are not there or too difficult to find.Business Response
Date: 04/18/2023
I called and left a message for ***** to give me a call back. I do not show a balance and do not show he has had one with our billing department since 2020. Please give me a call back so I can help figure out why a bill is being sent
Thank you,
Angie
Business Response
Date: 04/18/2023
I was able to speak with *****, and get him taken care of. The patients balance for encounter ********** is now at a $0 balance as I took a courtesy adjustment of $440.09. I am sending a letter of resolution to the email address he provided me.
Angie
Customer Answer
Date: 04/19/2023
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:03/20/2023
Type:Service or Repair IssuesStatus: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 issue has occurred 6 times in the past year. The first 3 (3 members of my family) it took one phone call to resolve. Three more of us (myself and two adult daughters on my insurance) are continuing to deal with the lack of response and correction to billing errors. I have made 6-7 phone calls to Intermountain. I have asked for a supervisor to return a call the past two calls and have heard absolutely nothing, I have provided specific information and instructions from my insurance and nothing has been done. I have spent over 10 hours on this situation. I have been assured repeatedly by customer service that it will be resolved. . . But nothing. The issue. As everyone is aware, insurance covers in full one physical and preventative care visit a year. This includes preventative/standard lab work drawn in the physicans office. Intermountain has coded the labs as outpatient These are labs that were taken in the office - not as a trip to the hospital lab or outpatient. Insurance has paid for the office visit and has requested medical records from the lab (the request the MD sent with the sent labs). Its obvious to the insurance company that its one and the same day, but the coding and the submission of records must come from Intermountain. The three family members that are dealing with this situation had visits in July, August, and September. It is a covered 100 percent preventative lab situation but the outpatient coding and the continued not sending the records to the insurance has not been taken care of. Again, 6-7 phone calls to Intermountain (about 1 a month), requests for a supervisor or HIGHER to CALL and to resolve this have not been responded to. 3 people $1000 of bills that ought to be $0. I had a stroke last year and DO owe for that, but this is about to result in another one.I have been extremely patient. When this happened with 3 other members last year it took one call. Extremely poor response and service!Business Response
Date: 03/21/2023
I was able to speak with ******* today, I did inform her a supervisor tried calling a couple times but the voicemail was full. I was able to explain why there was a difference in amounts due.
I did a few courtesy adjustments on her account due to all the time she spent on the phones with us. ******* was given my direct line to call if she has any more questions regarding this concern.
Initial Complaint
Date:02/17/2023
Type:Customer Service IssuesStatus: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 son has been in the icu for 3 weeks and the social worker ********** has been talking to my sons roommate about becoming his conservator. I want to know why she has allowed and included his roommate In doctor meetings and giving out his personal health information to anyone who calls! I am his mother and because i cant be at the hospital all day everyday because I have other kids and live 2 hours away doesnt mean i should be taken out of the equation. I will be contacting an attorney about hippa privacy and how she is on the roommates side . We had a meeting today with the doctor and for some reason his roommate was called and invited into this meeting without anyone in the family knowing. When I asked for her to be removed the social worker ********** refused to remove the roommate. I am done with the way this hospital has treated me when I am watching my child go through this!Business Response
Date: 02/22/2023
I have called and left a message with my number ************. I need more information. If you could please provide me with the patient's name, date of birth and account number (if available)
Thank you,
Angie
Initial Complaint
Date:01/21/2023
Type:Service or Repair IssuesStatus: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 contacted Intermountain Healthcare patient relations regarding my experience with an in home sleep study. I received a letter stating a repeat study would be performed free of charge. I received a phone call from *** on October 24. I left a voicemail and never heard back. I had another test done on December 7, 2022. I received bills for $66.38 and $22.34. I contacted patient relations and informed on how to file a grievance. The company didnt provide the repeated service without charge.Business Response
Date: 02/01/2023
This is being managed as a grievance appeal and has a 30 day response window for review. Response should be by 2/17/23. ******* can reach out directly to the ****** of ******* experience at ************** or ************************* in the meantime. Thank you!Customer Answer
Date: 02/01/2023
Complaint: 18876418
I am rejecting this response because: I received a letter stating a new sleep study would be done free of charge. I called back ***. He never called me back. I dont want to file a grievance. I just want Intermountain Sleep to do what was promised.
Sincerely,
*********************Business Response
Date: 02/27/2023
The ****** of ******* experience advised for patient to do a grievance appeal and gave 30 days to file the appeal. No appeal was filed by the patient so this matter is now closed. Thank youInitial Complaint
Date:01/21/2023
Type:Billing IssuesStatus: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 have two bills for my fully insured son. One is from Nov 8, 2021 the other is Dec 27,2021. I have been working on getting these bills resolved since Feb 2022. I have been told many contradicting things from billing and most of the people I have talked to in this year long joke have been less then helpful. There is an issues between billing and my insurance that isn't being affectively handle or looked into by billing. The child has been covered continuously by insurance since birth in Oct 2021( insurance has verified this directly to billing several times). Yet we are told the same thing from billing, that he wasn't covered at the times of service. I have called billing every month, WITH insurance on the phone, since Sept, yet billing doesn't have record that I have called with someone more than once. On Jan 12, 2023 I called in with insurance to see why the ******************* were not sent and were told the same thing. The insurance rep asked the billing person to fax the claim info to her so she could look at it deeper. Billing agreed to do so. Today, jan20, 2023 I received a call from collections asking to settle this claim. After that call, I called billing AGAIN to see what was going on. I told the person that a week ago insurance and I called and were told insurance would receive the faxed info, only to be told today that that is not allowed, they can't fax billing info. So there is definitely some shady stuff going on with what they are telling us they can and can't do. Also when I asked to speak to a supervisor I was told that I could just ask that, I would have to be called by them, when they could call. I was also told that is wouldn't be sent to collections, yet here I am. Also on at least 2 occasions I was told, by billing, that they couldn't help me do something because it would keep the on the phone too long. Maybe it's insurance that is at fault, but at least they can keep their story straight employee to employee. I'm about to just get a lawyer! IHC=JOKEBusiness Response
Date: 01/27/2023
I called ************ and left a message for this patient to give me a call, I have not received a call back. I also sent an email to ********************* but have not received a response.Customer Answer
Date: 01/27/2023
Complaint: 18873450
I am rejecting this response because: anytime I call the given number to try to discuss the issue I just get a voicemail. I can't work on resolving this issues with this person if we can't connect.
Sincerely,
*************************Business Response
Date: 02/01/2023
***** was able to connect with ****** yesterday and address all concerns. ****** has a direct contact for ***** should any future questions or concerns arise. Thank youCustomer Answer
Date: 02/01/2023
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:11/25/2022
Type:Billing IssuesStatus: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.
Ive never experienced such frustration, disappointment, and just overall sadness as I have with Intermountain Healthcare billing. In 2020 my daughter had a 3 month stay at the ***** I first knew that there was an issue with billing in Feb 2021, when I received a call that my insurance was denying claims due to coordination of benefits. I spoke to *****, who was pretty frantic since a year was coming up and the claims needed to be submitted or she told me they would be denied. I contacted my husbands insurance and they said they were aware of the claims and were just waiting for them to be filed. Then, I contacted my insurance, and they said they denied because my husbands insurance (the primary insurance) hadnt ever been filed with. I have read in a previous complaint that this has happened before, where the hospital doesnt file the claims with insurances in the order they should. This process of calling and making sure my insurance info was correct continued for over a year. I was unable to talk to supervisors and always had to reverify my information multiple times. There were countless 3 way calls with my insurances. I tried everything possible! I finally reached out to R1 to file a complaint and ******, a supervisor called me who assured me everything was sorted. Now, almost 3 years later, ** receiving calls from Intermountain saying my claims are denied because they werent filed in time and that I need to call my insurance to push forward the appeal. I call my insurance, and they cant find any of the appeals the hospitals is taking about in their systems. This whole situation has left me feeling hopeless and it feels impossible to speak to anyone directly. Every time you call the customer service department you speak to a random person who says things like, Im not really sure whats going on, your case file is over 30 pages. Thats a lot to go through. Its disheartening and makes you not want to seek out care if these will be the repercussions.Business Response
Date: 12/08/2022
Supervisor ***** spoke to *******, Since sending in the complaint she has been working with ********. ********* has been great to work with, she has gotten the patients claims sent to the correct place. i did verify we have all 3 insurances in order. She has mine and ********'s direct line for any other questions regarding her complaint
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