Business Profile

Medical Service Organization

Marshfield Clinic

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Marshfield Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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:06/16/2025
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.
Arranged autopayment. However new medical bills not automatically added. Never informed the bill would be sent to collections. Requested bills sent to collections to be provided to myself however not provided them. Very unclear billing practices
Business Response
Date: 06/26/2025
Thank you for the opportunity to review this concern for our patient. We have responded to the patient via letter June 24, 2025 with itemization as requested.
Initial Complaint
Date:05/28/2025
Type:Order 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 went to Marshfield Medical Center *********** on 3/5/25. My insurance co-pay for an urgent care visit is $50. Marshfield Medical Center submitted a bill for that visit and I paid the $50 copay. The PA I saw submitted a separate bill to my insurance for the exact same visit (which was paid by insurance) that has a 2nd $50 co-pay for the exact same visit. So now my single visit to urgent care has 2 $50 co-pays attached to it. It seems incredibly unethical that there can be 2 separate bills for the single visit to urgent care.
Business Response
Date: 06/09/2025
My sincere apologies, I missed notification back to the BBB. We resolved the issue via letter to the patient June 3, 2025. Again, apologies. Thank you for your reminder and allowing us the opportunity to review.
Initial Complaint
Date:05/03/2025
Type:Service or Repair 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 am a disabled veteran that the ** provides service in the local community. I was using Marshfield clinic for dermatology. January of 2024i I contacted them to get my referral renewed for my next appointment in May and average if I needed care before the next appointment in May 2024. In November 24 I received a bill from marshfield clinic for the services in May. It seems they did not follow my request to get my referral renewed. I cannot request the referral renewal, it must come from the provider. Not only did they not follow my request they changed the va to my secondary provider and my mrdicare and supplement to first. I had not given them my ******** information so it was obtained without my consent. I have sent 2 letters to marshfield clinic and a phone call they have not responded to any. I am being charged due to their not following a customer request. The bill was sent to Alliance for collection. I told them I was contesting the bill. I am now getting harassing calls from them. I again contacted marshfield to renew my referral which expires in May. To date they have done nothing. All other health care providers I deal with are very cooperative and helpful getting referrals extended.
Business Response
Date: 05/15/2025
Thank you for the opportunity to review our patients concern. We have resolved the issue and notified the patient via letter today. Apologies for the delay. Thank you.
Initial Complaint
Date:04/23/2025
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 got a call from a collection agency in March 2025 regarding a bill from a Date of Service of 10/7/2019, the day my son was born. Back in **** and **** I went back and forth with the clinic regarding my bill because they never ran my insurance correctly and the last time I spoke to them, in March of 2020, the person I spoke to stated that the issue was they listed my son's insurance starting on 10/8/2019 instead of 10/7. She got it fixed, stated she would re run it through insurance and I would get a bill for any remaining balance. I never got a call or a bill and there was no balance remaining on my account but yet now this bill, I never knew exisited, was in collections and listed on my credit report. Marshfield clinic recently merged with another company that maybe is looking into their Financials and finding these mistakes. I do not think it is fair for me to now owe $1800 for a bill from 5+ years ago I had no clue I even had. I do not think this should be on my credit report either.
Business Response
Date: 05/01/2025
We have reviewed the concern addressed in this complaint and responded to the patient via letter Tuesday 4/29/25. Thank you for the opportunity to review and address this concern with our patient.
Initial Complaint
Date:03/05/2025
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.
When they say they'll forward your concerns to the *************************** it just sounds good but don't expect anything to actually be done as it's been 9 days and I still haven't heard from anyone.
Business Response
Date: 03/10/2025
Thank you for the opportunity to review this concern for our patient. A member of the management team spoke with the patient on 3/7/25 to discuss the service issue. Marshfield Clinic Health System will be taking steps to address the patients concerns directly with the patient.
Customer Answer
Date: 03/10/2025
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.
Internal ******************* called me on 3/7/25 asking if everything was taken care of in regards to the Gastroenterology referral. I stated that according to their response in the portal that they would send the referral to their referral department and they would then send it to ************* who would be contacting me. So as for me seeing a GI doctor for the precancerous cells diagnosis from January 26, 2025 the answer is no. The lady from Internal Medicine stated that she felt someone dropped the ball and was going to investigate it further and get back to me. After the letter with the pathology results no one reached out to me at all. Actually Dr. ******* stated everything was fine. Which I feel if I didn't reach out to ****** February 19, 2025 I still would be waiting for them.

Regards,

**** ******
Business Response
Date: 03/17/2025
We appreciate the opportunity to review this patients unsatisfactory response letter. However, patient was advised our Administration staff is still working to assist with her concerns. We will not be responding via letter to the patient again while this is ongoing.
Customer Answer
Date: 03/19/2025
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

I did receive a message from Marshfield clinic stating "they dropped the ball." However, as Marshfield clinic has stated they are still working on this issue so I will wait for their resolution.

Regards,

**** ******
Business Response
Date: 03/26/2025
Thank you for reaching out regarding the concerns raised by ****. We appreciate the opportunity to address and continuously improve our patient experience.
Our Patient Experience team has been actively working with **** and has resolved the original complaint. We recognize that they have continued to provide additional feedback, and we are committed to reviewing these concerns at multiple levels to ensure a comprehensive evaluation.
We value patient input as an essential part of our commitment to quality care. We remain committed to listening to our patients input and continuously improving our processes. As this is an ongoing review, we will consider this complaint closed.

Customer Answer
Date: 03/26/2025
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.
Carly with Marshfield Clinic *************************** has not spoken to me since the first part of March. At which time I was told that I am no longer allowed to send any messages in the Patient Portal or speak to anyone in Internal Medicine about this issue. If they are saying this is an ongoing review/process I would like to know what that is. During the phone call with *****, I felt like I was being blamed for what happened but, to keep advocating for myself. With as much as I went through with this, I don't think I will be advocating for myself anymore as I will just get blamed for things again.

Regards,

**** ******
Business Response
Date: 04/04/2025
The most recent communication with the patient, we believe are in good faith and clear efforts have been made to clarify the confusion the patient is experiencing. We also believe that she has been given the opportunity to have continued care if she desires. We have been in regular contact with the patient regarding medical results and have supported her in coordinating and receiving needed medical care. From our perspective all efforts have been exhausted to provide an opportunity for this patient to have needed care provided and to have her concern resolved. At this time, we do consider this matter resolved.
Customer Answer
Date: 04/04/2025
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.

As Marshfield Clinic stated in their previous letter 3/26/25 that this is an ongoing process, I would like to know what some of the details to prevent things like this from happening again and in the future. Also my PCP stated on 3/28/25 that she wanted them to contact me and schedule an appointment. I have brought this to their attention on a couple occasions and I was told they don't know what she wants the appointment for. So as of 4/4/25 (7 days) I am still waiting for them to call and schedule the appointment. It is now the weekend so it will be at least a few more days. I did receive a phone call after spending almost a hour at the **************************** desk trying to resolve the issue. I hope things will continue to improve.

Regards,

**** ******
Initial Complaint
Date:02/19/2025
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.
Marshfield clinic health systems switched their billing out of WI to a company in *******. They send bills 2 days before they are due. I have talked to numerous people about this issue and basically am told too bad. I have asked them to switch the payment date to the 15th of the month and they refuse to do that. I have been told by their representatives to pay it by credit card so it isn't late. I told them that wasn't happening. So they have started turning the bills over to a collection agency which they will find out my payment to them will be reduced because I should not have to be paying another company because of their laziness and their unwillingness to work with me on issues that are mainly on their end not mine. I only have all of these medical bills because of a lazy Doctor *** should have diagnosed my cancer 8 years ago. I am lucky to be alive because they are lazy.
Business Response
Date: 02/21/2025
Thank you for the opportunity to review this concern. We have responded to this patient via letter yesterday.
Customer Answer
Date: 02/24/2025
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 attached a copy of the letter I received on 02/24/2025. This is the first time I have received a letter from them detailing that the bill needs to be paid in 12 months. That will not be happening. I have $150 available to pay on my bill each month. I am not paying with a credit card. They have forced me into a situation that whatever is left over after paying the collection agency is what they will be getting paid with the remainder of the $150. They tell me that my payment amount doesn't qualify even after I was told by several people that it did. It is simple math if someone doesn't have more than $150 to pay it is never going to "fit their parameters". I did request a different due date because they do not send the bills in a timely manner. It is February ******* and I still have not received the bill which is due on March 2, 2025. Where is it? This is exactly why the bill is never on time and I requested a different date but the response was no. I have talked to employees that work for Marshfield Health system and they all said to just let them turn it over to collections because they are so difficult to work with for paying your bill. I spoke to a person at the collection agency and they could not believe that I was turned over to collections. It is no surprise to me that Marshfield ended up in the financial situation that they did because they want people to pay more than what they have and it just doesn't work that way in the real world. That is why another facility had to purchase them. I am really tired of the bullying and harassment from them when I am paying my bill albeit not as fast as they think I should. That's life I have no money left for myself after paying all of my bills. It really makes a person wonder how they treat people that aren't paying them. So here we sit. They just will work with anybody to remedy this issue and neither will they admit that this is an issue because they refuse to send bills in a timely manner. I wonder if the bill is coming by camel.

Regards,

******* Rae *******
Business Response
Date: 02/27/2025
Thank you for the opportunity to review this comment. We have responded to this patient today via letter.
Customer Answer
Date: 03/04/2025
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.

Trying to deal with this situation reminds of when after I was hospitalized with covid I filed a complaint about a respiratory therapist who came up behind me in the dark and was slapping me for no reason. Their response was they learned alot from covid. Nothing further was done because that was their excuse for that behavior. I told that story to a nurse I know who doesn't work there and she said you aren't allowed to slap patients and I told her according to Marshfield they can. The point being that Marshfield only wants to hear what they want to hear. I have told them repeatedly I only have $150/month to pay towards my bill. The reason I have not set up a payment plan with them is because they want more money than I can pay for starters. It is against the law to write checks for more than what you have in your account. I also know someone who set up a payment plan and within a couple of months they arbitrarily upped their payment and refused to put it back to the amount they could pay. I still have yet to receive a statement for last month but Marshfield is tone deaf as to they are part of the problem. I still have not received a statement for last ******** like I said previously this is where we stand because I am willing to pay my bill but it WILL NOT BE IN 12 MONTHS. I am not giving them all of my information for a hardship either as it is none of their business. It seems that since they were bought out by ******* they have become worse instead of better.

Regards,

******* Rae *******
Initial Complaint
Date:02/18/2025
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.
On May ******* I went to Marshfield Clinic for a pre-op Physical. Without my knowledge and never informed a blood draw was taken and tested for ****... In October I received a bill from Marshfield Clinic dated October 21, 2024 that there was bill outstanding for $414.60. and it was for the **** test. Checking with ******** I learned that this is not covered by ********. But, I also learned that I was suppose to have been informed that this test was being done and that it is not covered by ********. ******** also said that there is list of what is covered and what is not by ********. Also there is a ABN (advanced beneficiary notice) form that should have been presented to me and I would have to sign this form. That never happened. I never was advised of this form. I made several contacts with Marshfield Clinic Billing with no success. We continued to receive notices of non-payment be mail- text and e-mail to the point I felt being harassed. I finally paid the bill under protest to avoid be harassed and the threat of a collection and to keep our credit rating in tact. Bottom line is that we should never had to pay this and Marshfield Clinic made the mistake doing this test. I checked with my *** that did the surgery and he said he never ordered this test. The person that did my pre-op physical NP ******** ***** ordered the test. I did write a letter to Marshfield Clinic Billing stating I did not feel I was responsible for this bill. It was sent along with the check. They said they never received the letter it but the check was cashed. I think the right thing that should have been done was to send the check back. This was all Marshfield Clinic"s mistake and we should get a total refund. There was a Nasal swab done testing for ****, so why the blood test?
Business Response
Date: 02/21/2025
Thank you for the opportunity to review this concern. We have responded to our patient via letter yesterday.
Initial Complaint
Date:01/14/2025
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.
Mid January 2024 (exact date is not listed on the generic bill) I had Lab work performed at the Marshfield Clinic ******* clinic lab. The lab work was part of my yearly routine physical. This lab was to be coded as screening, which my insurance will cover at 100% by my insurance. Last Spring when I received the bill, it identified that the labs were coded as diagnostic. I contacted my insurance company who stated I need speak with the Marshfield Clinic billing ***** I contacted billing they told me to contact my doctor as the bill was coded incorrectly. I contacted my doctor, as well as the clinic manager and they both confirmed the labs were coded incorrectly when the lab orders were placed in their computer system. I was reassured by the ******* *. manager of my MD, Dr. ********** that this issue would be corrected. I received another bill in the mail on 12/20/24 for my lab visit Jan 2024 ($135.42) I called the billing department and reexplained the situation. Employee, ****** was not interested in hearing my concerns, I did request that she look up the documentation in the computer system as it should show all of the contacts, I made to resolve the billing issue. She said I would need to contact my insurance company. ****** did not look up the history of this bill; therefore, I asked to speak to her supervisor, she replied that there was none and hung up on **** sent an email on 12/20/24 to billing and Dr. *********** I have not received any reply. I also called on 1/3/2025 and spoke with ******** in billing who told me everything is correct on their end, and they will run a coding audit. This bill should reflect labs done via screening. I only requested screening labs when the appt was made, I also told Dr. ********** which labs are covered and what I want to proceed with. These labs were ordered incorrectly by a staff member entering them into the computer system. This is not best practice, and I need an advocate to help resolve.
Business Response
Date: 01/23/2025
We appreciate the opportunity to review this concern. We have resolved this issue and responded to the patient via letter today. Thank you.
Initial Complaint
Date:01/11/2025
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.
I have received a bill from Marshfield medical clinic in Beaver Dam Wi. I called my insurance company to see why they didn't pay the claim and was informed that they had paid Marshfield Medical Clinic. So I call the clinic back and asked to talk to someone in the billing office. They direct me to a women who works off site from home her name is *******. She keeps giving me a run around how I owe this money. And I ask to talk to the manager she said I can't. So I now call the hospital back and can only get the switch board and I ask to talk to head of billing office they say they will direct my call. It directs me to Echelle again. She says now she will tell her boss.I recive a call but it is Echelle again and she says she talked to her boss and will adjust my bill. I ask her about the payment I made for ***** and she said they will have to refund it. And it will take a few days . We'll I wait and wait and recived another bill for the ***** like nothing happened ??? And iam at wits end trying to talk to the billing office manager !!! They refuse to let me talk to. And now to make matters worse I am second guessing all the bills they have sent me over the past few years if I even should of paid them ?? I never checked before to see if insurance paid them . I just thought it was something that they didn't pay . I never expected them to be incorrect. So I could of been over paying all along ??Thank you Please advise
Business Response
Date: 01/14/2025
Thank you for the opportunity to review the concerns expressed by our patient. We have responded to the patient via letter today with a followup call as the patient has requested.
Initial Complaint
Date:12/09/2024
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 have been and continue to be billed for charges by Marshfield Clinic Ladysmith that should have been paid in full through ******** (Wisconsin Forward Health ******** and *********** Plus). I have spoken repeatedly to multiple billing staff at Marshfield Clinic and ********. Marshfield clinic told me that they're billing office only call in and not call out. Marshfield Clinic refuses to contact ******** directly. ******** told me that they - under contract with the clinic that if a bill is denied by ********, they have to absorb the balance. Marshfield says that I am responsible if there is a balance or claim denial. ******** also told me that they have paid every bill they received by the marshfield clinic. I have spoken to multiple people about this matter, and am getting the run around. I do not want my credit to be adversely affected by this. I am requesting the BBB's assistance in resolution of this matter.
Business Response
Date: 12/16/2024
Thank you for allowing us the opportunity to review this concern. We have completed the review and responded to the patient last week (12/11/24) via letter.

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Marshfield Clinic is NOT a BBB Accredited Business.