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Business Profile

Health Insurance

Group Health Cooperative of South Central WI

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2023

    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.
    I went to my free annual physical on 9/20/2023 the Group Health Hatchery Hills clinic. While I was there, the nurse recommended that I get a blood panel. There was no mention that there would be a charge for this, and it was implied that it would be included with my free visit. I went and did the blood panel. At no point did anyone in the lab indicate that there would be a charge, I don't recall being asked to authorize any charges. Now, almost a month later, there is an $83.20 charge for the lab work. I called for more information, and was told that, even if I'd asked if there would be a charge, the providers wouldn't have known, and that there was no way anyone could know whether I'd be charged without making a separate phone call to member services to get a quote. This is a clear case of bait and switch, charging me fees that are hidden even from the people who are recommending the services. I want this charge taken off my bill.

    Business Response

    Date: 10/23/2023

    Please contact GHC-SCW's ************************** at ************ to discuss options available to address your concerns.

    Customer Answer

    Date: 10/23/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I have called the provided customer service number many times, as well as reaching out through mychart.  each time i recieve the same unacceptable answer:  that it's my responsibility to be familiar enough with federal medical coding guidelines to be able to determine on my own whether or not a recommended service is considered "preventative".  I have also filed, multiple times, for a refund under their advertised "money back experience" guarantee, and have received no response, despite their claim that they would contact me within 3 days.  it has now been almost a week.

    Regards,

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

    Customer Answer

    Date: 11/06/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    This issue has been resolved. to my satisfaction.  Thank you for your assistance.  Please let me know if you have any questions.


    Regards,

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


  • Initial Complaint

    Date:07/28/2023

    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.
    ******************* decided to end our Telehealth call about five minutes in I was explaining my metal health situation. She appeared to be bored and out nowhere while I was explaining my life the Telehealth call was disconnected I found it strange since this has never happened, and my strength signal was strong. With that being said, I took a screenshot after she disconnected the secure a call with me and I proceeded to wait for her to reconnect the call until 3:31. For some reason, she decided to call me from an unsecure phone in the clinic somewhere. As I was explaining things to her tone began to change. She said things like I listen to you now can you just listen to me. How would you like me to help you? I dont feel comfortable writing a note for work because Im just meeting you today. She was very rude and basically got paid to waste my time. The most important thing is that this woman whos responsible for black persons health is a liar. She disconnected the Telehealth video with me and lied in her notes, saying that I disappeared from the video. I explain to this woman at the beginning of my appointment, and at the end that I was meeting with her because my memory and ADHD is ruining my life. The most frightening and disgusting part about this visit was prior to the visit. I was told to fill out anxiety, asthma, and depression questionnaires. She did not go over them once, or ask me what medication I was taking. As I was reading her notes she put that I was taking a lot of medications when I havent taken any medication but albuterol in almost 2 months.She complained about me cutting her off while she was speaking and bouncing around as if I did not have ADHD. I was frustrated that she was not listening to me and not helping me because Ive been going back-and-forth with doctors for the last two years about my memory and she put me on hold and I was listening to elevator music before I decided to hang up on her and you dont see any of that in her notes.

    Business Response

    Date: 08/04/2023

    GHC-SCW has routed this complaint and all supplemental information provided by the complainant through GHC-SCWs complaint process.  Please feel free to contact GHC-SCW *************** at ************* if you do not receive a response within 10 business days of this response.

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