Complaints

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:12/26/2023

  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.

  August 2, 2023
  Billed for specialist visit instead of PCP visit
  I spoke to my insurance (******), a Medicare rep, and my PCP's assistant who all understand that the PROVIDER code was filed incorrectly. I have spoken to billing multiple times but the correction has not been made. It is the provider code that is incorrect, the procedure code in correct. I am still waiting for a corrected bill. I last called Centra billing on 10/06 and was told there was a note in the fil to refile the insurance, as of today, ****** has not received any corrected claim. I have also been told that someone would call me back. I don't know what else to do other than file complaints against Centra billing.

  

  Business Response

  Date: 01/08/2024

  Patient Accounting has reached out to patient to resolve.

  Customer Answer

  Date: 01/08/2024

  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:12/12/2023

  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 was seen at Centra Bedford Memorial Hospital on 09/29/2023 for a potential concussion. I was charged for both the physician and the ER visit via two separate bills. The physician bill stated it was ED level 3 and the ED visit bill stated it was ED level 2. I have been in contact with Centra Billing since October 12th and have been trying to have my ED bill adjusted to match the physician bill level since October 23rd. As bills continued to come in telling me my amount due, I kept pressing for them to reconcile the level code and refile with my insurance. I received two additional notices and was going to be sent to collections while I was waiting. I requested they place a hold on the account until the issue was reconciled, but Centra did not reply to that request. I began making monthly payments in the amount of $109/mo last month and another this month as I am still waiting. This was not an agreement to the charges, but an attempt to avoid collections while I continued to wait for them to revise the ER bill. I have followed up three times now on 11/12, 12/5, and 12/11 with no response. I need this to be addressed immediately and the ER service level to match the physician's service level, refiled with my insurance, and a new bill issued with the revised charges.

  

  Business Response

  Date: 01/10/2024

  Patient Accounting has reached out to patient. 

  Customer Answer

  Date: 01/12/2024

  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:04/07/2023

  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 Thursday, April 6, 2023, I drove my wife **** ****** ****** to the Centra Baptist Hospital in Lynchburg to keep an appointment for an Infusion. The hospital had the appointment scheduled, but claimed they had not received authorization from the doctor for the Infusion. We contacted the doctor and were informed that they had not received a notice that the previous authorization had expired.
  From our home to Lynchburg it is a 1 1/2 hour drive. We are 86 years old and it is very difficult to make the trip, then to be delayed and told the procedure couldn't be done is doubly difficult. Our whole day was taken up by this and we both suffer from painful conditions. This was way more than a mere difficulty. Centra needs to do better.
  We need a new appointment and would like to know if this procedure can be done at a closer location.

  

  Business Response

  Date: 04/18/2023

  Husband and patient were contact with satisfactory resolution.

• Initial Complaint

  Date:01/17/2023

  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.

  Statement Number ********** - Date of Service: 03/24/2022
  
  Since receiving my first patient statement (dated 10/5/22) I have been trying to resolve this matter with Centra Health but it has been unsuccessful. I have requested twice that send me an itemized bill regarding this matter, which they said they would do but I have not received anything except a patient statement. I requested a manager call me to discuss (most recently 1/13/23) and have not ever gotten called back.
  
  The bill in question states that for my physical appointment they charged my insurance $1,478.00, the commercial insurance payment is -$128.38, and the Contractual Allowance Adjustment is -$1,224.62. The patient balance in the right column is $0.00. However, at the bottom it says "Amount Due: $125.00." Due date is "upon receipt."
  
  I have called Centra Health's billing department over 3 times about the matter and they say "look at the patient balance in the right column, it says $0.00. The matter is still pending with insurance, you don't owe anything at this time, you can ignore this bill." I contacted my insurance provider (**** - Centra's insurance company) and received an explanation of benefits. According to my EOB, I don't owe anything and the bill has been paid. They said the bill $1,353, contractual was -$1224.62, and amount paid -$128.38; my amount is $0, and the issue has been settled. The amount Centra billed **** was $1,353.00 (per ****), but on Centra statement its $1,478- there is a discrepancy there. When I asked Centra about this they say they don't know why there is a difference.
  
  On 1/17/23 I received a Patient Statement from Centra saying "Please remit balance in full to avoid ADDITIONAL collection actions." (2nd collection one) Statement is the same as earlier - $0 in patient balance column, $125 due. I called them again today (1:17 pm est) and got the message their billing department is closed and to "try again later." Centra has made no effort to rectify my billing issue.

  

  Business Response

  Date: 01/25/2023

  Patient Accounting has spoken to the patient and issue is resolved.

  Customer Answer

  Date: 01/27/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action did not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have also added the itemized statement with sticky-note from the Centra Manager and an email correspondence from Centra for your review. While I did receive a call back from Centra from a manager, the issue has not yet been resolved. On the phone, the manager, ****** ., admitted Centra made a mistake and left one of the charges off the bill to the insurance company. However, now they have to go to my (now former) insurance company again to try to get payment. This issue should be between Centra and Centra's own insurance company (******** ********* ****** **** * ****), and even if my old insurance company doesn't pay (because the claim is nearly a year old and I am not a policy holder effective this month), they should write off my balance because this is their mistake. According to my old insurance policy, I should not owe anything for an annual physical examination. I will not be paying for Centra's mistake to not bill my insurance company.  I do not consider this issue resolved until this bill is closed. Furthermore, per **** I should never owe anything for a physical examination. Any attempt to collect payment from me by Centra for this charge would be unethical at best. I will happily change my response to agree to the resolution of this matter once the bill is closed and attempts to collect any payment from me have ceased. 
  Regards, ******* ****P.S.  I have requested 3+ times to talk to a manager over 3 months and it took going to the BBB for them to even have a manager call me (the next day after my complaint). That is completely unacceptable. 

  

  Business Response

  Date: 02/09/2023

  Patient Accounting Reached out Again and Patient Shared that the actions taken previously resolved her concerns.

  Customer Answer

  Date: 03/07/2023

  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:09/06/2022

  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 saw **** ********* ** on February 3, 2022 for an office visit via Zoom. My copay for an office visit is $25. However, on March 21, 2022, I received a bill for the February 3, 2022 office visit for the amount of $119.26. I called Centra billing and was told to contact my health insurance company. I did so, and the representative informed me that the *** had coded my February 3, 2022 appointment as an outpatient visit rather than an office visit; therefore, it would go toward my deductible, and the copay wouldn't apply. I called Centra billing again and spoke with ******. I also followed up with her on March 24. She called me on April 5 and advised me to contact the *** directly, since they had incorrectly coded the office visit and would need to resubmit it to billing. I called the *** on April 5 and was told that ******, the practice administrator, was out sick. ****** in billing again followed up with me on April 7 and told me that the claim had been resubmitted to my insurance company with the correct code. I informed ****** that when I had previously spoken to my insurance company, the representative said that if Centra billing resubmitted the claim, it would be rejected, since my health insurance company had already paid the claim initially submitted, and it was now considered closed. ****** told me the claim would still need to be resubmitted with the correct code, a process that would take 30-45 days. In the meantime, my account would reflect a $0 balance.
  On September 1, I received another bill for the same appointment, and for the same amount of $119.26. I called Centra billing and spoke to a lady whose name I didn't write down. I explained that Centra made an error by incorrectly coding the visit, and that I shouldn't be expected to pay more than my $25 copay due to their mistake. She said she would email ****** to follow up with me. I have not heard back from anyone in billing. I also tried to contact the VP of the Revenue Cycle and received no response

  

  Business Response

  Date: 09/13/2022

  Patient Accounting reached the patient and resolved concern.

  Customer Answer

  Date: 09/20/2022

  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:08/27/2022

  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.

  Centra Health statement ********** (Attached copy)
  
  I have Medicare and Plan F supplemental insurance. Historically this covers my medical expenses referenced 100%. I have received this statement three times.
  The first time, I called Centra billing and inquired about why I had received the invoice. I was told that since "Patient Balance" showed $0.00 to not worry about it - in spite of the statement showing "Amount DUE" to be $388.00.
  Since then I have received two more similar statements. I have called billing twice and emailed them once, to no avail (no response from email).
  The third statement mentions the "bill" going to collections. This bill is in error (should be 100% covered) but Centra is ignoring my request to fix the issue and continues to send statements.
  Please try to get Centra to fix their billing error before it goes to collections!
  Sincerely, ******* *****
  Statement Attached

  

  Business Response

  Date: 09/13/2022

  Patient Accounting has reached and the concern is resolved.

  Customer Answer

  Date: 09/14/2022

  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.----OK so long as the statements and threats to go to a collection agency cease.  Centra called and said the billing was in error because they failed to properly submit claims to my insurance.  They said they would file and fix the issues.  It seems that Centra has serious and ongoing billing department problems.----
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:08/07/2022

  Type:Product 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.

  Dr. ****** kicked me out of the office at Centra. Ive never had any doctor in my life as rude and nasty as this Doctor. Hes unqualified to work with sick people and he has no manners at all.
  Dr. ******** nurse made an appointment with Dr. ****** for me because my Gastronolgist was seeking an opinon from my regular physician about the x-ray of my pelvic area. Dr. ******** nurse said that she was too busy and would i mind seeing another doctor about it. I asked the nurse if they access to these records and she said yes.
  Well, Dr. ******** nurse didnt see them when I went to my appointment. Then Dr. ****** came into to see me and asked me why I came to him? I told him that I was Dr. ******** patient and her nurse asked me to see you about the imagery of my pelvis. First, he asked me why I was at Centra when I had a imagery done elsewhere, they're not related to Centra. Then, he wanted to know what kind of imagery it was. I wasnt sure if it were xray or what and he told me he couldn't help me. So rude!!!! I have been in pain with an IBS condition and he never asked me about my pain or anything. He started reading my charts, from his lap top and I recognized some of the medications but didnt recognize one of them and he got indignant. He voice got louder and louder and he would ask me something, then continue talking when I'd try to answer him, Then he told me to shut up and let him finish. He did this 3 times. The next time, I raised my voice over his and said, can I give you my answer? He stood up and opened the office door and told me to get out. As I walked passed him out the door, he said Dr. ****** will see you about this.
  Awlful...unprofessional and rude! I left crying!

  

  Business Response

  Date: 08/16/2022

  Practice staff have reached out and resolved concern with patient.