Business Profile

Medical Service Organization

Marshfield Clinic

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Service Organization.

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.

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.

Initial Complaint
Date:03/09/2023
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 don't know all of this information but I was given service through the ************************ System for disabled veterans. They call this community care. When you are authorized treatment they give them a certain amount of time to complete the service and collect thier money. Marshfield Clinic of ********** , ********* didn't send it out for collection on time. They then billed me of which I have no payment due. I called them and they told me that I owed the money. I then notified the VA and they gave me a new authorization date for them. I called and gave them the information which they missed again. I can, 't see how that constitutes me owing it. Another thing is that the appointment was the last one and prior to the appointment I asked if this appointment was covered and they said yes. after which they billed me. Now they have a collection agency on me.
Business Response
Date: 03/20/2023
We have responded to the patient via letter today. Thank you for the opportunity to review this concern.
Customer Answer
Date: 03/27/2023
[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.

Regards,

*************************
Thank You for your help in this matter.
Initial Complaint
Date:01/27/2023
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.
I am contacting the BBB to let them no that I am having an ongoing issue with the Marshfield Clinic. It is related to services that are paid or covered by insurance, but are continuing to be billed to me(the responsible party). One is for my daughter ***************************(not a minor but I am her medical power of attorney and cleared with HIPPA to act on her behalf)(MHN 1969595)who was seen by "Care My Way" (a telehealth service). This is a no cost service or a 100% covered service. I have called about it three times over the last month. Usually following another notice or bill. Every time they say there is not a bill and that it is covered at 100% of the cost($40). Yet I still get notice of a bill. The other issue also related to a ophthalmology charge for one of my minor children. There has been a $206 bill that was paid on November 10, 2022 using our HSA account. I called starting around December 20, 2022. They stated that they are having ongoing issues with computer systems integrating information. Despite calling and clarifying that these accounts(both the telehealth visit and the ophthalmology charge) are paid in full, they continue to send me notices of a bill. After each bill arrives I follow up with a call and they assure me that it is all paid and that they just need to make the notation in the proper system. I feel like I am getting incomplete information and they are losing my trust. They have indicated that there are notations about the issue and previous calls that I have placed. I also have never received a follow up as promised on two of these occasions. This follow up was offered by them, but on two occasions never occurred within 5 business days.
Business Response
Date: 02/24/2023
A letter was mailed today to the patient confirming his noted concerns have been resolved. Marshfield Clinic Health System has made efforts to eliminate these concerns going forward. Thank you for the opportunity to review and respond to this inquiry.
Initial Complaint
Date:01/26/2023
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 been billed for services in 2021 and 2022. I have made over $500 worth of payments in 2022 however they are not applying my payments to oldest balance but applied it to current charges and then turned it over to collections.
Business Response
Date: 02/06/2023
Patient contacted and concern has been resolved. Thank you for allowing me the opportunity to review and address this concern.
Customer Answer
Date: 02/07/2023
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.

[Please type your response here.]
This issue has not been resolved.

Regards,

*****************************
Business Response
Date: 02/27/2023
I have contacted the patient today, letter being mailed confirming, her concern was addressed and resolved.
Initial Complaint
Date:01/09/2023
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.
When attempting to pay a bill through companies online portal, they require you to get a pin from them. This pin can only be requested by using a "Medical History Number," which is propitiatory to the Marshfield Clinic, which they do not include on the billing statement they send you. So because I could not get this pin, I could not pay the bill in time which they sent to collections. All I'd like to do is pay this bill and have their collections removed from my credit report.
Business Response
Date: 01/20/2023
Due to unsuccessful attempts to reach patient by phone, responded via email to patient today with details regarding resolution of his concern. Thank you for the opportunity to review/address this concern.
Customer Answer
Date: 01/23/2023
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.

Logged into portal now, bill isnt acceptable to make payment on.

Regards,

***********************************
Business Response
Date: 01/23/2023
Emailed pt response regarding specific info that is available on our payment portal. Supplied detailed statements. Thank you again for allowing me to review this concern for our patient.
Customer Answer
Date: 01/28/2023
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. For your reference, details of the offer I reviewed appear below.

This response is not helpful, after filing my complaint I was able to get into the portal and set up payment on another bill. This doesnt resolve the issue of a bill sent to collections that I was unable to make payment on because I couldnt log into your portal, I need the bill added back to my account so I can also make payment on that bill.

Regards,

***********************************
Business Response
Date: 01/31/2023
My apologies, the patient was emailed a response to his additional concerns on January 23, 2022. That email provided detail on what can be visible to patient on our payment portal. It also offered resolution for collection agency concern.

Thank you again for the opportunity to review and address this concern.
Tess K
Initial Complaint
Date:12/16/2022
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.
Neilsville dental is unprofessional. They keep canceling my appointments. I finally got seen but then had to wait 2 months to be seen again only for them to cancel my appointment an hour before it. Now they are doing nothing to fix it and told me to call back next week to reschedule. I took a week off of work for this appointment and I can't take it back. I need to be seen either today, Monday or Tuesday in order for my time off to count for something. I'm in pain constantly so I should be a priority as I've explained to them many times. If I can't get in on those days I'll have to wait till February to be able to take time off again. It was there mistake not mine so I feel like they should fix it and not make me wait another 2 months
Business Response
Date: 12/19/2022
Thank you for the opportunity for me to review this concern. This was resolved with the patient today.
Tess K
Initial Complaint
Date:12/02/2022
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 was in an accident in the beginning of April. Marshfield clinic billed the wrong insurance company. They then admitted this on multiple occasions and adjusted the claim. It took them over a month to fix this claim which caused other insurance claims to processed before the initial charges. After all of these charges occurred my insurance deductible were met meaning none of the accident was submitted to my automobile insurance. The other charges were billed against my deductible forcing me to pay them out of pocket. Had the claims been filled properly the first time I wouldnt have had any out of pocket expenses and my other insurance would have picked up the slack like it was supposed to. Marshfield clinic representatives have admitted this was their mistake in multiple occasions and is not providing me the proper refund for their error. The clinic owes me over ******************************************************************************* there is no update.
Business Response
Date: 12/13/2022
Thank you for allowing me to review the concern. A letter confirming billed services were resolved was sent to the patient today. Thank you.
Customer Answer
Date: 12/15/2022
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 provided response even indicates they billed the wrong insurance company first. Their error in billing caused other charges to fall to my insurance instead of my auto accident provider in the first place this then caused all of the charges that were supposed to be covered by my auto insurance to be covered by Security Health Plan. Had MCHS not made this original mistake in billing I would not have had to pay ******* out of pocket to other providers. Their mistake and failure to properly bill the proper insistence company in a timely matter was the direct cause of charges not being billed in the proper order. They have again acknowledged their mistake and are doing nothing to fix it. This is not a small amount and has basically ruined the year as we had to pay all of this out of pocket because of their admitted error. If a refund is not issued for the amount MCHS has acknowledged I will be seeking legal action. I gave them a chance to fix this in June and have been ignored until I made this complaint. They then took this opportunity to reconfirm their mistake and dont care that their mistake cost me thousands of dollars simply because they were paid improperly and didnt bill me because they should not have in the first place had they bill the insurance in the proper order in the first place. The money they were paid by SHP should have been paid to them by my auto insurance had they billed them as secondary the way they were instructed to in the first place. They admit they billed in the opposite order then after resubmission got paid so according to them they are absolved which is not okay.

Regards,

***********************************
Initial Complaint
Date:11/19/2022
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.
Hello, I am writing about a duplicate bill that I have from Marshfield Hospital, Beaver Dam. Patient ***************************** DOB: 10/16/1982 This is for a upper endoscopy performed on 3/11/2022 in the amount of ********. It was billed to my ********** Blue shield ******************** The first transaction was Patient control Number 5334920-0002 Claim Number ***********. Date 3/23/2022. This was paid by my ********** Blue Shield of ******************* with a patient responsibility of ****** of which was paid by me to Marshfield Hospital Beaver Dam. This procedure was billed a second time on 6/27/2022 of which the account number and the control number are the same. EOB STATES: This is a duplicate service which was reported and processed on a previous claim. I keep receiving bills for this service even though I called multiple times to straighten out. I even had Marshfield Hospital Billing and ********** Blue Shield Representative on the phone in a conference call. ********** Blue Shield Sent EOB Statments to Marshfield Hospital and myself showing the duplicate transaction. Phone Call Log: *Note I have been calling the number for Marshfield as posted on my bill: 855-251-4004 10/21/22 8:04AM Spoke to **** (Marshfield Billing) They were going to send bill for review 10/27/2022 8:30AM Spoke to **** (Marshfield Billing) Told me to call Blue Shield 10/27/2022 8:50AM Called Blueshield (*****)then conferenced ****. Myself, *****- Blue Shield is sending EOBs for ***************** to ************************************* at Beaver ************* Hospital 10/27/2022 10:00AM **** (Beaver Dam Hospital) 11/16/2022 ****, no update on account, no notes from **************************** 11/16/2022 Spoke with Patient advocate (didnt get her name) regarding billing. She is going to have a billing manager call me. Called the beaver dam hospital switchboard and was transferred to her.I never did get a call from Marshfield Billing Manager that the Patient Advocate said would happen.
Business Response
Date: 11/21/2022
MMC-BD has reviewed the patient's accounts related to the visit on 3/11/22. Based on the review, the patient's insurance, ********** Blue Shield (BCBS) was billed correctly for the visit. BCBS incorrectly identified the laboratory services billed on account 5334920***** as a duplicate claim, although they also remitted payment. Patient also had Cycle 1 and Cycle 2 on this visit (5334920-0001 and *****) billed to insurance. Cycle 1 relates to the ************* charges and Cycle 2 are related to the professional (physician) fees. Total charges for these three cycles were $5849.85. We understand that the overall experience has been frustrating to the patient and thus have determined that we will reduce the ***** balance to $0 as a patient convenience, leaving a remaining outstanding patient balance of $251.73 for the total of all three cycles.
Customer Answer
Date: 11/22/2022
[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 ********. I do find this satisfactory. I went ahead and made the payment of $251.73. The agent ***** ************** did say that the discussed changes were noted in the account but have not yet reflected in the payment portal. I am expecting that these changes will be made and my bill will then be at $0. If that's the case I want to thank Marshfield Hospital Beaver Dam for their prompt response and speedy resolution.

Regards,

***************************
Initial Complaint
Date:10/01/2022
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.
In 2016 I had an emergency medical procedure done and I was injured during it. A settlement was reached between me and Marshfield Clinic, and, in part, it was to include all medical costs relating to the injury. There has been an outstanding balance that they never took care of, and subsequently filed with a collection agency. I've been working with ********************* in the Litigation and **************** at Marshfield Clinic since August 1, 2022. She confirmed with their company lawyer that this is not a balance I should be responsible for. I received a call from ***** on August 16, 2022 stating this and she stated that she would have the collection removed at the collection agency so that it would no longer be reported to the credit bureaus. There was no action taken on Marshfield Clinic's part since then. I left several voicemails for ***** advising the collection agency has not heard from Marshfield Clinic to remove the collection. I asked for her to follow up and to also get me something in writing stating that they are not collecting the amount, and that it should be removed from my credit report. On September 2, 2022, ***** left me a voicemail apologizing that I'm still dealing with this and that she did contact the collection agency, but that she would do it again. She also stated she would see if she could get me something in writing. It is now October 1, and I still have not heard anything, except from the collection agency wondering if I would like to make a payment. I have left several voicemails for ***** asking for an update, but not a single response. I am requesting that this be rectified immediately. If it is not, I will be seeking compensation of some kind as this is affecting my credit score. I had advised ***** that I will be applying for a mortgage, and I didn't want this to affect my credit and potential interest rate.
Business Response
Date: 10/10/2022
************/MCHS responded in a letter mailed to the patient 10/7/22 that her concerns have been resolved.

Thank you for allowing me the opportunity to review/address this concern.
Respectfully,
Tess K
Customer Answer
Date: 10/13/2022
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 received a letter from *****, however, as of 10/13/22 the collection agency still has not been contacted. Per **** at Alliance Collection, Marshfield Clinic needs to contact them to remove the collection. They will not accept an unsigned emailed letter.

I do not consider this issue resolved until this no longer shows on my credit report.

Regards,

***********************
Business Response
Date: 10/19/2022
Patient was notified via email that her concern has been addressed. Thank you for allowing me the opportunity to follow-up on this concern.
Customer Answer
Date: 10/20/2022
[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:09/26/2022
Type:Customer Service 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.
Call to set appt Feb 2022. Ask for correct provider appt needed to be made with prior to scheduling appt. Was told ******. Went to apt and was told she could not help and needed to go to different MD. Called and spoke to hospital about dis service. Was told would not have to pay for visit. Received bill. Called and spoke to customer service about ****, was told supervisor would call back. No call back. Received another bill. Called customer service, supervisor to call back. No call back. Received letter bill to be sent to collection. Called customer service, supervisor to call back. **************** stated would NOT be sent to collections. Received collection notice. Multi calls to customer service. Supervisor to call back. No call back. Call Friday was told Supervisor could not join call due to disconnect concerns and she would call me right back. No call. Called again this am and Supervisor not available. Date of service last March.
Business Response
Date: 10/10/2022
This complaint has been shared with our ****************** who is investigating the issue. Patient / complainant will receive a letter with the final results of the investigation.
Customer Answer
Date: 10/19/2022
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

Have not received any calls or letters from Marshfield

,

***************************
Business Response
Date: 10/31/2022
Thank you for sharing your concerns regarding your March 21, 2022 primary care appointment at the Marshfield Medical Center Beaver Dam. I am happy to share that a 100%discount has been approved to your personal responsibility of $124.26. Thank you for allowing us the opportunity to review and respond to your concerns.

Marshfield Clinic Health System is committed to delivering high quality, compassionate care to all patients. I am sorry if your expectations were not met. If at any time you have further questions or concerns, please do not hesitate to contact the Patient Experience team at ************.
Initial Complaint
Date:09/20/2022
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 3 accounts with Marshfield Clinic, one for myself and one for each of my daughters. I have been making payments on all 3 accounts since May 24th 2022, my individual account got turned over to collections even though I have been making payments monthly if not twice a month. The payments that I have made are as follows...May 24th 40.00,June 3rd 150.00,June 24th *****, August 5th *****, September 2nd ****** this is totaling $498.30 in just under 5 months. This account was turned over to collections even after making a payment after the final notice was provided. In the course of 5 months I have paid over $1600.00 on all 3 of the accounts but apparently in the eyes of Marshfield Clinic this is not sufficient. I want this account taken out of collections as I am doing my best to pay the balance of the charges.
Business Response
Date: 10/04/2022
The complaint has been addressed via letter to the patient, concern is resolved.

Thank you for allowing me the opportunity to address this concern.

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Marshfield Clinic is NOT a BBB Accredited Business.