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 has 273 locations, listed below.

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  Intermountain Healthcare

  175 N Main St Ste 104 Heber City, UT 84032

• 

  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

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  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:09/21/2022

  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 had a major surgery in June 2021 where a portion was applied to my deductible. I had some concerns with my surgery concerning my heart and was advised to see a specialist to make sure there is not a major concern. I had to wait some time before seeing a cardiologist as well as have an MRI done on my heart. In the mean time I made arrangements with Intermountain *********** to pay off my bal in monthly installments. If I choose under 12mos I would not be charged any interest and my payment was about $185 a month. I choose that one. Then I had my specialist appointment and an MRI scheduled. I had changed jobs and health coverage so my deductible I had to restart. Most of my claims applied to my new deductible which I included the balance to my existing payment plan which I believe was like $1886.I've been on a payment plan since I believe Nov or Dec of last year paying $175.00 a month set to draft automatically. I decided to review my account recently to see if I'm making a dent in my balance. My balance with the combined visits was $4488.28. I've been making my payments every month I also am being charged 4% each month which I was aware of. But as I was reviewing my payments and balance I discovered that my month payments are not being applied to the oldest date of service which is my surgery. Payments are being sprinkled across all my visits, creating my surgery taken much longer to be paid off when I could have that paid off and work on the recent visits. I reached out the the billing **** they confirmed that's how the post payments and that it's set automatically to do that. I was furious. It's deceitful and nowhere in my payment agreement that it states that. They are purposely posting my payments to keep me owing longer and incur more interest. I also spoke with a supervisor who basically said there is nothing they can do about it, it's how the system is set up. Why I am reaching out to you.

  Business Response

  Date: 09/28/2022

  Patient was educated on how payments process to pay plans on 9/14/22, this is a system configuration and cannot be changed.

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18058720
  
  I am rejecting this response because:The hospital is already making money off of the payment plan each month. And they are misleading the customers and still being deceitful. I also was told that this how my account stays current so they cant send me to collections. Which I would think by me agreeing to a payment plan and have paid every month that legally they couldnt send me to collections.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/12/2022

  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.

  We had a family member receive an "authorized" treatment, which included an email confirming the approval, a voice recording approving the treatment, and a phone call with a staff member in the department confirming that the treatment was "authorized". They then charged us for out-of-network billing. We went through their juggernaut of a process to appeal the decision, including the above mentioned emails and voice messages; only to have them deny the appeal. They then promptly sent us to collections. How is it that the normal consumer, does their due diligence to make sure that they follow both the provider and insurance guidelines for a needed treatment, but have Intermountain Healthcare play the ***** pound Gorilla role, push their weight around, stonewall the appeal process, and then close the door on us?? I'm sure this was just a minor cog in the their machine of "rinse and repeat" with customers in the **** Valley area. Makes me sick to see them money grab like this. I will be sending this review on as many platforms as I can. Intermountain, you should look at your check & balance systems and own up to mistakes rather than sticking it to the working class members of your community!

  Business Response

  Date: 09/20/2022

  We have reviewed the concern and have adjusted the balance to $1303.09, we called and left a message with the resolution for the patient.

• Initial Complaint

  Date:08/18/2022

  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 had an outstanding bill from this company following an emergency room visit. It was paid in full on 06/12/22, in the amount of $1127.00 using a debit card. A couple of days later I received another bill, and having had several ER visits I mistakingly paid it again on 06/28/22. I did not immediately realize my mistake, but did a couple of days later. On 7/7/22 I called and asked if they could reverse the most recent payment and I was told to expect a check in the mail within ***** days. Today (8/17/22) I called for an update because I have not received my refund. I was told that my account #********** is on hold and that it will take 60 days to resolve it. Having to wait this long is unreasonable.

  Business Response

  Date: 08/19/2022

  I was able to connect with ********************* and she confirmed that this is not a complaint with Intermountain Healthcare but that it should be directed to **** ER Physicians.  Will you please route this to the correct business?  *********** was at an *** facility but the physicians do their own billing. Thank you ******