Business Profile
Health Care
Centra Health, Inc.Complaints
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 5 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:04/28/2025
Type: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.
Centra is requiring not only the insurance card but also driver’s license to be scanned into their system. I do not want unnecessary personal info to be added to non secure data systems and stated so. The explanation I was given was that the insurance company had to match the driver’s license which is bogus since my insurance company does not have my drivers license info (nor have they ever requested it).. I have no problem showing my license but this ever increasing want for personal info that has no bearing on my medical treatment is a threat to my personal security.
Business Response
Date: 05/16/2025
Staff have reached out to patient to resolve issues.Customer Answer
Date: 05/19/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *******Initial Complaint
Date:01/23/2025
Type: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 1/23/2024 at around 12 am we checked in after being seen at an urgent care facility due to my daughter having a fever that wouldn’t come down. I explained all the test the urgent care ran and their suggestion that if her fever persists we could go to the ER for more extensive bloodwork. I explained all this to the ER doctor we had seen. My issues is the Dr never ran blood work and re-did all the same test the urgent care had done. We left with the same answers we had originally and now have been charged for tests that had already been completed on 1/22/2024 at 3pm. Now I’m stuck paying both bills with no answers as to what is happing with my daughtersBusiness Response
Date: 02/25/2025
She was sent a letter on Feb. 18th that we have 30 business days to investigate since this is a grievance and not a typically billing complaint. We have to respond directly to her.Customer Answer
Date: 02/25/2025
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have not received a letter from the business
Regards,
******* *******Initial Complaint
Date:09/11/2024
Type: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 husband and I are somewhat confused. We have gotten 3 or 4 bills due, each with different amounts. $1722.46, $1586.94 and $1556.25. We were told by our insurance company that we would only have to pay $250 as that is the maximum amount according to the Centra Health website. Imagine our surprise when we received these bills. The website needs to be changed!! We can't believe we were charged such an outrageous amount for a prostate MRI!! Of course we don't qualify for financial aid since we are right at the limit. My husband hasn't had a raise in 27 years. He couldn't afford to quit his job and start over. Centra Health prices are astronomical and someone needs to find out why. It's a really sad thing when you work all if your life to lose everything because of medical bills. He should just quit his job and live on the government like everyone else in this country. Thanks for taking time to read this.Business Response
Date: 09/27/2024
Patient Accounting has reached out and issue is resolved.Initial Complaint
Date:07/23/2024
Type: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 received this bill from the provider. The provider called me to ask for a payment or partial payment (6/11/2024 @ 12:12 pm)
*** stated that a payment in full would be $686 if paid today. I paid the full amount at that time. Since then the provider has sent additional bills and stated that the employee made a mistake in the amount and that i am liable for an additional $294 dollars. They are not honoring the pay in full amount that was agreed upon at that time. I reached out to the manager who agreed that they didn't do the math and even though they stated that the account was paid in full that was not correct and i still owe the balance.Business Response
Date: 08/15/2024
Billing has contacted patient father and resolved issue.Initial Complaint
Date:06/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get a detail bill from Centra health for 4 weeks. I keep getting the run around .I want to know how they come up with $189.00. They say it's a office visit and the code they used I googled and it said the Dr. Should spend 30 to 39 minutes with you what a joke. He spend 5 minutes and didn't even do an examine. This was at cancer center. I also called about bill from March that ***** sent back that it was coded wrong and I had to call them 3 months later before they did anything about it. I talked to ****** and she said they had talked to BBB and was told they didn't have to send me any other information on this bill.Business Response
Date: 06/30/2024
Patient Accounting has reached out to
patient appropriately.Customer Answer
Date: 07/10/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I attached a bill for $189.00. That not an itemized bill. I have been asking for a itemized bill for almost 2 months. A person named ****** called and said she would send me 1. When I didn't receive it I called back and was told that the only bill I will get. I want to know how they came up with $189.00.Thank you ******** *****Business Response
Date: 07/16/2024
Patient Accounting has reached out to the patient appropriately.Customer Answer
Date: 07/18/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
******** *****
I still want a itemized bill that totals 189.00. Why is it so hard to get an itemized bill. What are they hiding. A bill with office visit is not an itemized bill Thank youInitial Complaint
Date:06/19/2024
Type: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.
At the beginning of May, I received a letter from ***, a collection agency, dated 4/23/2024.
It referenced a debt of $265 incurred by me on 10/22/2022. Centra account number **********.
0n 4/29/2024, I spoke to "***" at Centra billing. She told me it appeared that I HAD made the payment and she would forward the information to the appropriate people and I would receive a phone call.
Forward to 6/18/2024 when I realized I had not received the promised phone call. This time I spoke to "****". She informed me that the $265 had been "moved to a different ENCOUNTER"(?). I was also told that in November 2022 the debt was flagged as needing to be filed with correct insurance company. I asked for a supervisor, "none are available", "someone will call you back"
Today, 28 hours later, I called again and was told that I should get a call in the next 48 hours. I'm afraid I have little faith in receiving this call based on past experience!
A little background:
On 2/13/2023, I spoke to "*****" in an attempt to resolve all of the constantly changing statements I was receiving. I would receive a statement, pay the amount, then see that same charge appear again. Statement number **********, dated 1/14/2023, shows a balance forward of $265 and a balance forward of $83.41. "***** told me to "ignore this statement, we'll send you a correct one within 30 days".
Statement number **********, shows "Patient payment" 2/7/2023, -$265.
a "other credit adjustment", $6.12, "other credit adjustment", -$54.78, "Balance Forward" of $172.98, a "Balance Forward" of $24.09, a "Balance Forward" of $41.00 and a "Patient Balance" of $1436.
On 3/15/2023 I called again and spoke to ******. I told her I'd like to resolve all debts once and for all and I made two payments: $172.98 and $1436.00.
I have seen no reference to the $265 since I made the two payments, until the collection agency contacted me.
I have received multiple REFUND CHECKS from Centra with no explanation. If I owed them money...Business Response
Date: 06/27/2024
Patient Accounting has reached out to patient to resolve.Initial Complaint
Date:06/05/2024
Type: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 3/8/2024 I was presented an "estimate" of charges for
an Echo Stress Acquisition and offered a 10% discount if my
portion was paid within 5 days. The next day I paid the
$2,299.12 I was quoted. The procedure was done within 3
days. They estimated the total billed to be $4,819.00 on
3/8/2024 but they billed insurance $5,205.00, and the
coding was identical but had somehow gone up in 3 days.
No explanation has been offered by anyone with my 21
conversations with Pre-Registration, Billing Office,
Customer/Patient experience etc.Business Response
Date: 06/12/2024
Patient Access reached out to patient and issue was resolved.Initial Complaint
Date:05/23/2024
Type: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 10/7/2023 I was seen in the Emergency Department of Centra Southside Hospital. I had severe pain in my left lower leg and thought that I might have a fractured proximal fibula. Following X-rays the doctor on duty in the ED recommended a knee immobilizer. Following treatment I received a bill from Centra which included a charge of $443.00 for the knee immobilizer.
I also (!) received a bill from ***** ***** *** for $43.00 for a knee immobilizer, listing the date as 10/7/2023. I called ***** **** ************* to ask about this bill. They informed me that they billed separately from Centra Hospital for the knee immobilizer. On 5/16/23 I went to the Cashier's Office at Central Hospital in Farmville to ask them to remove the charge for the knee immobilizer. I stated that it was not proper for them to charge me for the medical device, when I was already being billed directly by the supplier. The Cashier told me that I had to pay twice (to the Hospital and the device supplier) because "that is the way that it is". I asked to speak to a supervisor about my complaint. She took my phone number and indicated that someone would call me. No one has called.
More importantly, under what law can the hospital bill me $443.00 for a medical device that the supplier is already charging me for?Business Response
Date: 06/12/2024
Patient Accounting has reached out to the patient to explain charges appropriately.Initial Complaint
Date:03/07/2024
Type: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 saw a provider in June 2023 and there were some initial issues with the claim being approved. An approved Explanation of Benefits was received in September 2023 and I have yet to receive a resolution regarding the refund of an overpayment for the service provided. I have consistently received incorrect information regarding the status of this claim from the Centra Billing department. I was notified the correct EOB was received (multiple times) when it had not been. I was advised that it was pending with insurance, when it was not. I have had to contact my insurance company at least three times to have a three-way conversation with Centra. I have been promised follow up phone calls, yet I am the one having to consistently follow up for more information. I have been told that there is follow up occurring with another department, but I have no way to verify this information except to trust the person on the other side of the phone. Every time I call we are always "waiting on another department." However, I have been trying to get this resolved for nearly 6 months. It is my understanding that this is in the final stages of review, but I really just need a resolution to be provided so that I can stop calling the billing department and move on.Business Response
Date: 03/19/2024
Patient has been contacted by Accounting and the refund has been issued.Customer Answer
Date: 03/19/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* *****Initial Complaint
Date:01/02/2024
Type: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.
Centra Health is advertising false information. Their website clearly states their laboratory services are available 24 hours a day 7 days a week even om holidays. After driving to the lab , it turns out this is not true. I used to go to this lab when I needed monthly bloodwork between 10 pm and 3 am due to my work schedule. They advertise like they still operate this way but do not.Business Response
Date: 01/10/2024
Information is being corrected on website. Patient was called and message left when no answer.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.