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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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.

Initial Complaint
Date:02/19/2024
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 checked in to *********** in a facility that has *********** and ER services. I was told I was checking into ***********, I understand that the provider can charge and ER rate if deemed necessary. I was never under the impression that was the case. I was in to be checked for an issue I could have seen a primary provider for, but it was after hours and the *********** was open so I thought I would get checked out. I received an ER charge of $800, after numerous phone calls and a dispute and more phone calls I was told it was a correct charge with no explanation as to why. I did file a dispute through ********** of *********** and finally got a letter stating it was because the ** the Dr recommended was not a service provided by ***********. I would have not agreed to a ** if I would have known that. I felt it was a bait and switch offering *********** hours and not informing the patient of extra charges. It was a charge for $800 on top of the ** fee, the fee for the provider reading the **, and another charge for the Dr. I saw adding up to almost $5,000. I do not feel this is a fair practice and should not be allowed. Also that I had to file a complaint with the state to get an explanation of why I was even charged that ER charge.
Business Response
Date: 02/22/2024
Thank you for the opportunity to review this concern. We responded to the patient via letter today and resolved the issue.
Customer Answer
Date: 02/25/2024
[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.

Regards,

*****************************
Initial Complaint
Date:01/18/2024
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 went to urgent care for a broken hand November 15th 2022. I have spoke to them 4 times about this billing issue and they still haven't figured it out. They are trying to bill me for a splint and an office visit urgent care visit and xray. I did not receive a splint. It should only be an urgent care visit and an xray. They did nothing but give me an xray and tell me it's broken. That's it.
Business Response
Date: 01/23/2024
Thank you for the opportunity to respond to this concern. We conducted a thorough review of the complaint and have responded to the patient via letter today.
Initial Complaint
Date:01/01/2024
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.
See documentation.
Business Response
Date: 01/08/2024
Thank you for the opportunity to review this concern. An extensive review of the events around this complaint has been conducted. The patient was contacted by phone on multiple occasions, the last contact was made 12/27/23 in which her appeal concern was reviewed/discussed and it was determined that the appeal was resolved and closed with our Patient Experience Department.
We therefore consider this matter concluded.
Thank you!
Customer Answer
Date: 01/08/2024
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.

There was no tangible resolution or even apology with this incident. All I got was a letter from marshfield telling me to switch providers. Which is not acceptable after they violated so many of my patient rights. I had been working on getting this procedure since March 2023, and everything came to a dead halt in September/october 2023 due to the staff that refused to help, a doctor that would not do the bare minimum which is apart of their job, to provide a reason, and a peer to peer with my insurance to give further explanation on why I needed the surgery. The staff refused to do this, we dont do that, its a waste of time. Then when I tried to help, I got yelled and shamed by the staff manager *****, and once again didnt try to help, or even answer a simple question. You can get the call log from myself or anthem since there was another person on the line with me. Then I was called on a conference call with *** the bariatric coordinator and *****, and told I had to undergo another exam before the procedure, which was not fully explained to me,did not speak to my insurance company and eventually abandoned me completely. I never got a message, call, email, letter nothing. They were god awful to me, refused to help and then up and left. I have endless letters, and screen shots to back all this up.
ln fact, I even made an appointment, to sit down and meet with a provider, medical staff person to help me with my questions so it wasnt disruptive, my appointment was forcefully cancelled without my consent and they denied me care. Marshfield knows their in the wrong because they cant answer the question why did the patients care stop? Why exactly, I didnt walk away, I needed this procedure for my health and mental health, and they turned their back and abandoned their patient, and think they can get away it and it will continue because business and people allow them to get away with it. They say care isnt complicated, but they took away my consent and care.
Regards,

*****************
Customer Answer
Date: 01/16/2024
They did not resolve the issue at all.
I did the appeal process waited 14 days this is after I went to the patient experience/advocate center 2x. Th ey sent me this bull letter telling me to switch providers, not admitting what they did was wrong, or how they broke the law violating my patient rights. I got this letter and 1 call from the medical director who did nothing, he sat on the phone and listened to me and gave me no option, no fix, no offer to fix anything, a 13 min phone call of me going into great detail and him just sitting there idle. This issue is not solved in any way, I can provide further info such as lack of messages from that providers office, no phone calls, no attempt to fix. They also couldnt answer, why my appointment was cancelled without my consent and without a proper medical reason for the cancellation. More proof obviously of abandonment of patient care.
Business Response
Date: 01/22/2024
Marshfield Clinic Health System understands that this patient remains unsatisfied with the response to her concern. Marshfield Clinic Health System has thoroughly reviewed the concern and communicated directly with the patient in an attempt to address her concerns. We are committed to providing quality care to our patients. Thank you.
Initial Complaint
Date:08/31/2023
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.
This is my second level appeal for Internal Control Number ************ which the first appeal was denied. Date of Service was 8/29/2022 for ************************************************. I was referred to ******************** by my primary care ********************************* at my exam on 7/24/2022 with which I have medical documents enclosed. Please see that she lists it as a chronic and unchanged from the last time I saw ******************** which was in October of 2021. At this point I was walking because I could not walk by myself. I followed all proper channels from my primary care doctor. At my appointment with ************************************************ on August 29, 2022 I was never notified that if ******** did not pay, I would be responsible. I did not sign an advance beneficiary notice. I never received an estimate of the procedure prior to it being done. It was coded as CPT ***** with a modifier of GY making it preventive care which this was not. I understand if this procedure was elective that I would need to pay for it, but this effected my activities of daily living as I could not walk or put pressure on my foot. Again, please see enclosed medical documents.Please feel free to reach out to ask more questions.
Business Response
Date: 09/08/2023
Thank you for the opportunity to review this concern. MCHS has reviewed and responded to the patient via letter 9/7/23.
Initial Complaint
Date:08/03/2023
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.
Signed a contract with the clinic for my cpap machine when I picked it up for ***** per month for 13 months for a total of *******. They are billing me ****** per month. I have tried to work with them to get this adjusted but they are not cooperating. They claim they can charge me whatever they want and the amount in the contract doesn't mean anything. The first statement they sent me wasn't until 10 months into the contract so at that point I didn't have the opportunity to return the machine. I have the contract and statements but your system won't let me upload because they are too big. I have paid them the ***** per month and the balance remaining is the excess billing.
Business Response
Date: 08/11/2023
Thank you for forwarding the request. We appreciate the opportunity to respond and have resolved via letter to patient today.
Customer Answer
Date: 08/15/2023
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.

In the letter they just say the same things they have said when I talked to them and they have not resolved anything.
They claim that they are charging an additional ***** for the humidfier. The humidfier is part of the unit not a separate piece of equipment. It will not run without it snapped in. This additional charge is not noted in the contract anywhere. All of the pieces were included in the bag when the equipment was picked up and contract was signed for 78.86.
They claim again that they can charge me whatever they want and the amount in the contract doesn't matter. However, they did not notify me with a statement with the amount they were charging until 10 months into the contract. If they were going to change the amount of the rental they would need to notify me and that was not done until the contract was almost over. They don't have the right to change the biling to whatever they want and wait to let me know until it is too late to return the equipment. That is unethical.

I am still having problems attaching anything to your emails as all files say they are too big.

Regards,

***************************
Business Response
Date: 08/25/2023
Marshfield Clinic Health System has conducted a thorough review of the CPAP/DME charges and notifications to the patient via statement. The patients concern has been addressed and feedback has been provided. We consider this matter to be concluded and no further review will be done.
Customer Answer
Date: 08/28/2023
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. They are saying that they will do nothing and will continue to overbill me. They now sent me a notice they are sending me to collections. I will not be paying as their actions are unethical. Don't buy medical equipment from Marshfield Clinic. They admitted that they do this to everyone, contracts don't mean anything they can bill whatever they want.

Regards,

***************************
Business Response
Date: 08/30/2023
Thank you again for forwarding this response. We have responded to the patient, pricing increases reflected on statements are noted on the signed CPAP/DME ************************ have billed according to contract.
Customer Answer
Date: 08/31/2023
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.

Marshfield clinic has not followed the contract. We will have to address this in court.

Regards,

***************************
Initial Complaint
Date:06/16/2023
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 understand back pain is the hardest to tell if it's true or not but I'm not in the er asking for pain pills I'm asking for them to fix the issue and as I'm unable to move or walk cuz I'm in so much pain they just try and grab my bad hip leg back area and my shoulder to roll me back as I'm crying and swearing cuz of how much pain I'm in and then to just throw papers on the bed and tell me I'm fine ND to leave and no help no nothing as I have to crawl.on the floor to get up off the ground. No care no consideration nothing just ur fine leave bye
Business Response
Date: 06/21/2023
Thank you for the opportunity to review. The complaint was resolved via letter to the patient today.
Initial Complaint
Date:05/08/2023
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.
We adopted our daughter in November 2022. We submitted the documentation upon her first visit after the adoption. Paperwork was again submitted via email after her paperwork was lost. Paperwork was again submitted today in person. They have refused to change her name in to her new name and continue to bill my insurance with her old name. My insurance is obviously denying the claim since the name they are submitting it under is not her current legal name to which she is a subscriber under my insurance. We have spoken to so many people in the last several months who claim this will be handled. It is not. She is now on the verge of being sent to collections because of gross incompetence. All she needs is her name changed and then it submitted to the insurance correctly. We have been dealing with this for months now and only one person has been willing to help, but there is only so much she could do. Id like for ********************** to change my daughters name to her new legal name and quit fraudulently submitting claims to my insurance. We want a letter from Marshfield Clinic verifying that they will not send her account to collections and that for them to admit their errors. We want them to change her name as it needs to be and submit the claims legally to the insurance company along with sending ** verification that they have done so. I want documentation on their end. I am on the verge of reporting them for fraudulent insurance billing.
Business Response
Date: 05/12/2023
The concerns were resolved and have been addressed with the patient via letter today. Thank you for the opportunity to review and respond to this concern.
Customer Answer
Date: 05/12/2023
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.

The issues have not been resolved.

Regards,

*************************
Business Response
Date: 05/23/2023
******* was contacted and confirmed her concerns were resolved via phone call. Thank you for the opportunity to re-address her concern.
Initial Complaint
Date:04/18/2023
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.
Our son went to the hospital on 11/01/22. We're billed promptly for his visit. Our insurance was taking to long to pay so we paid the bill in full on 01/03/23. Our insurance finally got around to paying their part but now we are struggling to get $392.32 as a refund. I've talked to 5 different people with marshfield with no answers. Must be nice to create a communication loop hole for people to loose ambition to continue to pursue their own hard earned money back.
Business Response
Date: 05/01/2023
Thank you for the opportunity to review and address this concern. A letter was mailed to the patient Thursday April 27 advising the refund was made to account. This concern has been resolved.
Customer Answer
Date: 05/01/2023
[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 although I find that this resolution is satisfactory to me they were at least 30 days behind their policy as well as had to be hounded to return overpayment with numerous phone calls. One would think that an overpayment would automatically be returned without being prompted.

Regards,

*********************
Initial Complaint
Date:03/14/2023
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.
In March 2023 Marshfield Clinic Billed Customer for services rendered on 9/23/2022. Invoice paid through ****, the payment portal for Marshfield Clinic on 2/14/2023. Email confirmation of payment received (attached). Marshfield Clinic sent (2) follow-up invoices. On 3/14/2022 a call was made to Marshfield Clinic by spouse to inquire about current charges. The "billing specialist" was illusive regarding the validity of the charges but succeeded in convincing my spouse to pay the same invoice again via credit card over the phone. After further research I contracted Marshfield Clinic on 3/14 after 3 phone calls I perceived little motivation in Marshfield Clinic in resolving the matter as I refused to participate in the endless: "I'll have to transfer you to..." to once again establish my identify and plight. At a minimum the **** **************** is flawed, obviously it is not properly integrated with the Clinics billing system. Consequently, customers are being excessively billed and "bilked." The billing specialist that I spoke with assured me that Marshfield Clinic does not charge any type of convenience fee for online credit card payments, yet a $3.99 fee is clearly visible on the attached payment receipt.
Business Response
Date: 03/30/2023
Thank you for allowing me the opportunity to review this concern. This matter was resolved via letter to patient today.
Initial Complaint
Date:03/13/2023
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.
Date of Service 3.25.2021 our son *********************** went to Marshfield Medical Center Beaver Dam for some podiatry services. They have yet to get this billing correct even though we have been calling them every single month with the statement that comes in the mail. The ***************** is through ******** step father ***************************** and is United Healthcare. The ******************* is through ******** father, *********************** and is UHC ******************** The THIRD insurance is Badgercare through the State of *********. They have the billing all turned around and still do not have Badgercare listed at all. Every month when we call we are told not to pay the bill and this is their error due to some system conversion. As you can see now this month, I (*****) received another bill in which I called and only get an answering machine, and *** received a collections letter.We have done more than our due diligence in trying to get them to fix their errors with this billing (for over a year now), and every single month turns out to be the same thing. They don't fix it and now threaten collections which will hit our credit score and should not be happening.Any assistance you can provide is appreciated.
Business Response
Date: 03/13/2023
I extend my apologies to the patient /family for the billing concerns. After reviewing the account, there were some errors on our end that caused this claim to be denied by the insurer. We are going to write off the balance so that the patient/guarantor is no longer responsible for the outstanding balance.
Customer Answer
Date: 03/14/2023
[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.
I appreciate your assistance in this matter. Thank you so much!

Regards,

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

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Marshfield Clinic is NOT a BBB Accredited Business.