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:06/04/2025

  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.

  Feel like I was double charged!

  Business Response

  Date: 06/04/2025

  This patient has contacted our customer service department, and we have made a one-time courtesy adjustment on her account.  We will be contacting the patient to advise of her of the new balance.

  Thank you,

  Debbie R***, Manager

  WVU Medicine

   

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:

  
  

  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 until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:04/22/2025

  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.

  I did a sleep study with them and my insurance wouldn't cover it so it took for me enough time to pay it that they were threatening to take me to court over the amount owed. This is understandable, so I saved up money over the next couple of years to go back and revisit my appointment and hopefully find a fix to my sleeping problems.
  Money be damned, they could care less as their receptionist laughed at me when I told her my situation and continues forth to tell me that I would have to go through a referral and start all over again. As if not being able to afford it once has changed anything. Not to mention being mocked was humiliating!
  If they don't accept me back and make this right then I plan to contact a lawyer. I don't have the money for one of those either but I will surely file a lawsuit for the court costs as well!

  Business Response

  Date: 04/22/2025

  We will reach out to this patient.  He will be required to have an order from his physician to obtain a Sleep Study Test and we will provide him with that information.  WVU Medicine cares about our patients and we offer different payment options to help our patients to afford their medical bills.

  Thank you

  Debbie R**** Manager

  WVU Medicine

  Enterprise Customer Service

   

   

• Initial Complaint

  Date:04/14/2025

  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 provided confirmation of payment to their billing office and I just received another statement in the mail today seeking payment for the exact service that was already paid. They "duplicate billed" my insurance for this visit, and my insurance already paid it, and I sent all documentation to them more than a month ago and requested that this charge be removed
  from my file, and as of today, it still is not removed and they expect to be paid AGAIN.

  Business Response

  Date: 04/14/2025

  Our customer service attempted to contact this patient on 03/27/25 to discuss his billing concerns.  He didn't respond to our response to his email.  A rep will reach out to the patient once again to give an explanation on the charges he is referencing in this complaint.

  Thank you.

  Debbie R***, Manager

  WVU Medicine/Enterprise Customer Service.

• Initial Complaint

  Date:12/30/2024

  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.

  I was seen on 12/19 for a procedure. Upon talking to my son over ******** later after my procedure, he and his mother stated that they knew because her friend ****** (who works there and was working at the time) told her I was there for a procedure. I also know that ****** has told my child’s mother, ******* **** more information regarding my health records. ******* **** also has other colleagues look up information on myself and family members. I do not appreciate this type of behavior and would like someone to be done about this before making it a legal issue. I did not want my son’s mother to know because there are legal/custody issues ongoing also. The person who leaks my confidential health information is ****** ***** and ******* ***** 

  Business Response

  Date: 01/08/2025

  Hello.  I have sent this complaint to our HIPAA Compliance Team for a full investigation.  We would like to request a 10-business day extension for the investigation at which time we will be in contact with the person who filed Complaint ID ******** as well as provide a full response to the BBB.

  Sincerely,

  Debbie R***, Manager

  Enterprise Customer Service

  WVU Medicine

   

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:
  
  Thank
  you for forwarding complaint #********. This patient
  also filed a complaint with WVU Medicine in December 2024.    We
  take all matters seriously and will investigate pursuant to federal and state
  laws, regulations, and our internal policies.   Due to the private
  and protected nature of this complaint we will not respond to the specifics on
  this forum and will be communicating directly with the patient.   All
  privacy related complaints will be handled by WVU Medicine Privacy Office. 

  Thank you.

  Debbie R**** Manager

  WVU Medicine

  Enterprise Customer Service

• Initial Complaint

  Date:11/12/2024

  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.

  2-2022 I had a robotic hysterectomy which was done do to a falling cervix. I received this surgery and within 6 months I had a dropped bladder issue which was supposed to be addressed at the same time in Feb. I even got the notes from the surgery and a detailed copy of the charges in operating room, which indicated a sling charge. I returned to the same doctor about the dropped bladder now and was told I would need to have another robotic surgery and more holes put in my belly. I did not think this was right, I understood from research that this surgery for bladder prolapse could be done vaginally, which is how my hysterectomy should have been done, that I now know. I had to research other urogynocologist in order to find someone I was secure in. This took me the two years lapse and a fallen bladder. I finally had my bladder prolapse done by a doctor in Morgantown, wv at *** ******* six weeks ago, as an outpatient. No spending the night and additional charges that were unnecessary because it was done robotically. Had my post op appt yesterday 11-7-2024. I clarified with the doctor that did my bladder prolapse as to what was meant when a comment was made by this doctor that this was a lot longer than it should of been and could have been avoided with my previous robotic surgery. It was stated it’s not that it was a wrong surgery referring to my hysterectomy but if it was done vaginally and not robotically things could have been addressed the first time. My complaint is I am still paying 1000.00 balance on the hysterectomy surgery and had to have another surgery done to fix things left undone the first time, besides the recovery time and pain that I suffered twice. I don’t feel like I should continue to pay for this hysterectomy done in 2-2002, when I had to have another surgery in 2024, which because I had to wait to get into this special doctor. I am better now and released as of yesterday from surgical restrictions. All I want to know is WHY?

  Business Response

  Date: 11/12/2024

  Thank you for providing this patient complaint.  I will have it investigated with our medical administration team at ******** Hospital.  We will respond back to this complaint after a full investigation.

  Thank you

  Debbie R***, Manager

  Enterprise Customer Service

  WVU Medicine

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:

  
  

  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 until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

  Business Response

  Date: 11/19/2024

  To whom it may concern,

  At the time of the initial surgery for ID ********, Dr. **** ******** was not employed by WVU Medicine ******** Hospital and has since left the area to practice elsewhere. The staff of the Operating Room at WVU Medicine followed physician's orders during this procedure. Upon review of the patient record, the consents for the surgery were agreed upon and signed by the patient. WVU Medicine ******** Hospital believes the bills received by the patient are valid and related to healthcare received by the patient. If you have any further questions regarding this procedure, I ask that you submit them to the physician. His new address is Dr. **** ******** ******** ********* ***** ******** *** ** * * ** ****** ********* ***

  Sincerely,
  WVU Medicine ******** Hospital
  

  
  

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

     This is ridiculous,  I had to have two surgery suffer through all the pain, for the hospital to pass the buck.  Of course I agreed to the surgery I didn’t know I couldn’t trust the doctor to do it right.  Yes he was at ******** hospital which is now WVU medicine but when I went back to him because my bladder dropped after his robotic surgery and he said I would have to be admitted again for overnight and another surgery he was employed by WVU medicine.  I hold the hospital responsible to follow through with the doctor not me.  I guess instead of asking for a reasonable resolution I should begin a negligence suit.  
  
  Regards,
  
  
  
  ********* *****

  Business Response

  Date: 11/21/2024

  Dr. ******** rented an office at ******** Hospital and had privileges at ******** Hospital, but he was never employed with ******** Hospital.

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I was never told at any time he was independent.  Does that not need to be disclosed to me.  
  

  
  

  
  
  
  Regards,
  
  
  
  ********* *****

  Business Response

  Date: 11/25/2024

  As already stated, at the time of the initial surgery for ID ********, Dr. **** ******** was not employed by WVU Medicine ******** Hospital and has since left the area to practice elsewhere. The staff of the Operating Room at WVU Medicine followed physician's orders during this procedure. Upon review of the patient record, the consents for the surgery were agreed upon and signed by the patient. WVU Medicine ******** Hospital believes the bills received by the patient are valid and related to healthcare received by the patient. If you have any further questions regarding this procedure, I ask that you submit them to the physician. His new address is Dr. **** ******** ******** ********* ***** ******** *** ** * * ** ****** ********* ***

  Since Dr. ******** performed the patient's surgery and wasn't employed by ******** Hospital at any time and only had privileges at the hospital, the patient needs to file a complaint with the surgeon as ******** Hospital can't make any medical determinations on behalf of this physician.

  Thank you.

  Debbie R**** Manager

  WVU Medicine

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Please provide proof I  was made aware at anytime he was an independent doctor.  
  
  Regards,
  
  
  
  ********* *****

  Business Response

  Date: 11/27/2024

  I am contacting the hospital to request proof in which the patient should have known the provider wasn't working under ******** Hospital.  I will respond once I receive their response.

  Thank you

  Debbie R****

  Business Response

  Date: 12/05/2024

  Please see the final review below from ***** ********, our ******** Hospital Patient Experience Coordinator.  The patient's signed consent is also attached.

  
  Re: Complaint ID: ********
  To whom it may concern,
  I am in
  receipt of your correspondence and request for additional information.  I have investigated Ms. *****’s Complaint and
  find it to be unsubstantiated.  The bill
  she received is valid and directly relates to healthcare received by Ms. *****.[1]  She met with Dr. **** ******** in
  advance of the procedure, discussed her options, and signed an Informed Consent
  for the treatment which she ultimately received.
  Furthermore, Ms.
  ***** executed an “Authorization and Consent for Treatment and Assignment of
  Benefits and Release of Information” on January 24, 2022, wherein she agreed
  that she was financially responsible to ******** Hospital and/or the physician
  for charges not reimbursed by any applicable insurance. Regardless of Dr.
  ********’s employment status with ******** Hospital, Ms. ***** guaranteed her
  financial responsibility for healthcare services rendered at ******** Hospital.
  ********
  Hospital focuses on caring for its patients and providing quality healthcare
  for the residents of West Virginia and surrounding states.  Having addressed Ms. *****’s complaint,
  ******** Hospital does not believe this is a valid complaint and declines to
  offer a “refund.”  The bill received by Ms. ***** is valid and directly
  related to healthcare received by Ms. *****.
  I
  appreciate your attention to this matter.  Should you need any additional
  information, please feel free to contact me.
  
  Sincerely,
  
  ***** * ******** *** ** ****
  Patient Experience Coordinator
  Quality Management
  WVU Medicine ******** Hospital

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This has nothing to do with the charges.  The surgery was not done properly, and caused unnecessary overnight stay in the hospital.  Which caused me to have another surgery to correct issues that should have been corrected the first time.  
  
  Yes, I did consent to the surgery and yes I did say I would pay for the surgery, however I was not told he was an independent doctor.  Did the hospital make me aware that they would not be involved if the doctor did not perform his care appropriately and or cause unnecessary charges. 
  
   I have stated the truth about the entire incidents and procedures, but had to have another surgery to correct what should have been done the first time. 
  
   I thought I was being reasonable for the hospital to clear my bill at the very least. 
  
   They can not provide me proof where I was told he was not employed by the hospital which is their responsibility to let me know prior to any procedure no matter the doctor.
  Therefore the hospital should seek payment from the doctor if that indeed is the case.
  
  I appreciate your time in this matter, however I do not appreciate the insinuation that I am lying.  I hope that you forward this on to the contacts at ********(WVU) hospital.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/02/2024

  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.

  My daughter attended a dermatology clinic visit for four molluscum lesions on her face on 04/17/2024. The provider looked at the lesions and applied topical cantharidin to four lesions on her face, the length of the visit lasting approximately 10 minutes. The topical solution does not remove the lesions, however it allows the body to fight the virus itself, ridding the body of the lesions. My family has no medical insurance and we self-pay all medical expenses. I paid $15.00 at the clinic as a co-pay. I received a bill for over $6000 for this visit and noted an incorrect CPT code for "destruction of 11+ lesions." I spoke to billing initially, and the billing supervisor stated that this was correct despite thorough notes by the provider explaining the treatment provided. I then reached out to the provider who stated the CPT code was incorrect and changed it to "destruction of up to 14 lesions," though no lesions were destroyed or removed. I called billing several more times and also spoke to WVU Patient Advocacy who promised they would lower the bill. Some discounts were applied to bring the bill down to $1359, however, this is price gouging in relation to the services that were provided. WVU cannot understand that self-pay patients do not operate on outrageously inflated CPT codes that insurance pays them a fraction of. I will be willing to settle the bill for far less, in proportion to the care provided, however I am not hopeful that this will be an option given prior conversations with the billing department.

  Business Response

  Date: 08/13/2024

  This is a response to Complaint ID *********  WVU Medicine bills the same CPT code and charge amounts to insurance or direct to our patients without insurance.  There is no difference.  However, for self-pay patients without insurance, WVU Medicine will apply a 50% discount to the total charge.  The patient received the 50% discount for both the physician's bill and the hospital related bill.  The charges are correct based upon the medical record for services rendered.  The patient has a total balance of $1466.00 after the 50% discount was applied.  The guarantor on the account has options at this point to prevent any collection activity.  They can choose to pay the balance in full with an additional 20% discount, set up a payment plan for $100/month, or apply for financial assistance.

  I will ask for one of our senior CSRs to reach out to the mother of the patient to explain the account details and to provide the offers above.

  Thank you.

  Debbie R**** Manager

  WVU Medicine

  Enterprise Customer Service

   

   

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The business did not address the fact that they overinflated the price drastically prior to applying "discounts" for the actual services provided during the visit.

  
  I would like to add to my complaint that I again spoke to WVU Medicine billing department who were unwilling to work with me to lower my inflated bill. I offered $700 to settle the bill (which is more than enough in regards to services actually received), and they stated they would not take any less than $1100 for a 10 minute office visit where topical medication was applied to my daughter's face and then we were sent home. They also stated the bill will be sent to collections after one additional billing cycle.

  Regards,
  
  
  
  ****** ****

  Business Response

  Date: 08/22/2024

  We regret that my original response was not considered as a resolution.  This patient's account has been charged and discounted as we do for all of our other patients without insurance, so we want to be fair to all patients.  We have a billing and collections policy which states a patient will receive full charge (treated the same as a patient with insurance) and if the patient doesn't carry insurance, they are eligible for a 50% discount on the full charge amount.  They also have the choice to pay in full with an additional 20% discount if paid within the 1st 30 days of their first statement.  We have followed our policy with this account.  

  A senior CSR has reached out to the responsible party and left message.  She will be reaching out once again to have a call to discuss the findings and attempt to set up a payment arrangement with her for the current balance due.

   Thank you.

  Debbie R***, Manager

   

  Customer Answer

  Date: 08/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The business refuses to lower the originally inflated medical bill and also refuses to accept a reasonable payment to settle the bill.
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/15/2024

  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 was diagnosed with Ulcerative colitis in march of 24 by Dr T*****. He prescribed Entyvio and got everything scheduled to start the infusion.I questioned my cost of the infusion and after about a week a lady called and told me that my cost was $45 but to call my insurance and double check and I was told by my insurance that my copay was in fact $45. I was contacted by the infusion office of WVU medicine in Parkersburg to schedule my first 3 infusions.My first infusion was on April 17 and my next infusion was on May 1. I received a bill in the mail a few days later saying I owed $1,402 for the infusion so I called the business office of wvu medicine and questioned the bill. I was told by the lady I talked to that the insurance didn’t pay for all of the infusion and for me to call my insurance, I call my insurance and asked about the bill after they assured me that it was covered. The lady I talked to said the Entyvio was paid for but Wvu medicine charged me $2,804 for using the infusion room in which $1,402 was my responsibility. I called the business office again and the lady I talked to when questioned said that they do charge for using the infusion room and was told by her that information is on the website. I told her I was contacted by someone from Wvu medicine that my cost was $45 and that was what I am responsible for. She said she would let her boss know and I wad told it was in review. I repeatedly called for and update and was told by every person I talked to that it was still in review, I called again in mid to late June for an update and was told that someone tried to call me in early May to say that I owed the bill but never left a message or tried to call me back. I feel I am obligated to pay the $45 copay but the remaining cost of using the infusion room is not my responsibility because I called to get the cost of everything and was told my part was $45. I am disabled and I can’t afford to pay this and don’t feel responsible for it. Thank you

  Business Response

  Date: 07/18/2024

  This patient was originally given an estimate of the cost for the services to be provided.  The charge amount was very close to the total charge estimate.  We have the ability to run these charges against the insurance plan and we will receive a response with the suggested out of pocket expense for the patient.  Unfortunately, the response was inaccurate, but all patients are advised that these are only an estimate and ask that they follow up with their insurance plan.  WVU Medicine doesn't control the out-of-pocket determinations for services rendered, this is solely determined by the insurance plan.

  We realize that this is not the total fault of the patient as his insurance didn't provide accurate information to him for his out-of-pocket cost.  Therefore, we are willing to offer him a 50% discount on his balance and allow him to pay in full or he can set up a payment plan for the remaining balance.  We will contact the patient to advise of this offer.

  Sincerely,

  Debbie R***, Manager

  WVU Medicine

  Enterprise Customer Service.

• Initial Complaint

  Date:11/09/2023

  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.

  11/9/2023 I visited WVU urgent care in Inwood WV. I explained my issue, and told Alley at the front counter I did not have insurance. She told me what the cost was to be seen, and told me that I had to pay up front. Alley waited until my payment went through to tell me it would be a 1.5 hour wait. This upset me, as I am in pain, and would have went to a different location. This happened 2 hours ago, and Alley is now telling me it will be at least another hour because I don't have an appointment... if I wanted to make an appointment, I would have called my doctor, not come to urgent care. I asked about a discount for my inconvenience and was laughed at.
  
  The fact I was charged before being told a wait time is rediculous. Now it's 3 plus hours before I can see a doctor. Having to make an appointment to see Urgent care takes the URGENT part of it out. Now I'm hoping to at least get the CARE part of it.
  
  I will also be contacting WVU Patient Advocacy to file a complaint.
  
  If I wanted to wait 3 hours in pain before being seen, I could have gone to the ER.

  Business Response

  Date: 11/10/2023

  I have reviewed the account, and the patient did wait at the clinic for 3.5 hours before being discharged.   He paid $125.00 up front but since he was a self-pay patient he did overpay and will be refunded $29.00 and also was entitled to a 50% discount on the total charges which was applied.   I will notify the refund staff to process the refund and to allow 7-14 business days to receive.

  Thank you. 

  ****** ****
  
  

  ESC Manager

   

• Initial Complaint

  Date:06/06/2023

  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.

  On 4.18.2022 I had an office visit/outpatient visit, Est, Level III with WVU Medicine - ********* ******* **** for my blood pressure and during that visit I was given a brief emotional/behavioral assessment. We also spoke of my weight at the appointment. The Provider coded the appointment with a CPT code NOT covered under WVU Medicine insurance or WVU Medicine clinics, I called the office and the billing office several times between Oct 2022 and June 2023 with the billing office and clinic stating that they knew the visit was coded incorrectly and that the provider would correct the code. As of date, June 6, 2023, the code is still incorrect, WVU has sent me to collections, even after I've called and disputed the CPT code and charges. At this point to I have paid the incorrect amount billed of $172 in order to avoid it hitting my credit. I request that WVU rebill with the CORRECT CPT code, refund my charged payment and reassess billing policies within the company. At the time I was an employee of WVU and it is very disheartening that this is happening, especially when it is a visit to improve our health.

  Business Response

  Date: 06/08/2023

  This patient has contacted our customer service department.  She advised that she was charged incorrectly for CPT ***** which is a Brief Emotional/Behavioral Assessment.  This is clearly noted in her chart in which the nurse asked certain questions and the patient responded.  For this charge, her insurance paid 100%.  The office visit charge was denied by her insurance as non-covered based upon the diagnoses assessed during the visit.  I applied a 50% discount due to non-covered by her insurance.  Please know that our department or coding can't change any of the physician's coding unless the physician submits a correction to our coding department.  Our coding department did review her visit and determined based upon her visit record by the physician, the charges and diagnoses were correct.  Therefore, she did owe the $172.00 which did go to collections.  She will be refunded $76.00 once her payment is posted to her account.  That patient will need to discuss coding concerns with her provider.

• Initial Complaint

  Date:05/25/2023

  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 received multiple bills with different account numbers but the exact same amounts down to the cent, I have had some of the bills turned over to collections even though the bills are still being sent from WVUMedicine AND the collections agency. MY biggest concern is that this is being double billed to me so doubling the amount and also it is going on my credit report. This is setting up for failure because no matter how much I pay on one of the bills, the other bills (which are the exact same ones) aren't getting credited. They are also billing me under multiple account numbers - please see the documents attached. 2- things at minimum are happening here. They are Unbundling & trying to increase profits by billing separately for procedures that are part of a single procedure. Billing by ********** ****** ********** and WVU Hospitals (WVUMedicine) and also they are Double billing. They are billing multiple times for the same medical services. To avoid detection, they are changing the account numbers and sending multiple bills which are ironically the same exact amount. Then threaten to send to collections and do but still send me a bill for what they sent to collections. This is deplorable and horrible business. Not to mention illegal. How many time have they done this to elderly or less educated patients? Or even to ******** *** ******** who just pay it and move on. This is very confusing and almost impossible to pay off because I am receiving multiple bills for the EXACT same amount AND under different account numbers. Why don't I have one account with one number and an amount due. This is ridiculous and fraudulent. Please help.

  Hello, I have attached the requested documents and also attached a letter that I just received yesterday from WVUMedicine  Health System stating that they sent me to collections and will take further action. Interestingly enough, this letter has yet another account number in addition to all of the different bills and account numbers that I already have sent you. I have no idea why I am receiving all of these bills as they are double bills with different account numbers and the newest letter received yesterday has yet another account number with a different amount. I have been fully insured for all of these appointments and there is no way that I owe this much even with my deductibles so they are either billing incorrectly or billing twice or overbilling. They also have  have me under multiple account numbers but I do not believe this is correct. Please help. PLease see attached and I have included my HIPAA signed document 

  Business Response

  Date: 06/05/2023

  Our patients have a different account number for each service date but has a main Guarantor account number in which these different accounts are created.  The letter she received dated 05/05/23 is account specific but the balance is reflecting her overall Guarantor balance.  This letter is urging her to contact our billing office to discuss possible financial assistance.  All patients receive 4 consecutive billing statements before an account is turned over to a collection agency.  This particular account was turned over to collections on 05/08/23 thus the attorney's letter is reflecting the same account but giving the actual account balance which is $1106.67.  If she would have only followed the directions to contact us, her accounts may not have aged to collections as we could have screened for financial assistance or discussed a payment plan with her.  Once accounts are turned over to collections, WVU Medicine billing no longer pursues those accounts internally.  Also, our collection agencies do not report to the credit bureaus unless there is a legal suit to collect which is reported by the county courthouse.  If she has something reported against her credit, she would need to provide us the amount and the agency name for us to investigate.

  I can assure you we do not double bill our patients.  However, it may be confusing to this patient that she may have a charge by the physician and a charge by the hospital for the same date as most of our clinics are owned and operated by local hospital facilities under WVU Medicine.  This will generate a separate charge by the hospital.  This is a mandated billing process required by CMS.

  To resolve this matter, I will ask one of our senior reps to reach out to this patient in hopes to address her bad debt accounts as well as current balances.  

  Thank you.

  Debbie ***** Manager

  Enterprise Customer Service

  WVU Medicine

   

   

   

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  
  
  I did reach out and once again, I was told that the two accounts had a balance (of the same exact amount) of over 7 grand. There is no way that I owe the physician and the hospital the same exact amount of over 7 grand each. I still have those bills on my account mychart but they have also been turned over to collections so who do I pay? Because I’m not paying both. And there is not way that I owe 7 grand in medical bills. I should not have 2 accounts either. I am single and never had anyone on my insurance until December 2022. 
  
  
  
  Cynthia ******

  Business Response

  Date: 06/08/2023

  The patient owes a total of $5964.27 (includes current and collection accounts) for hospital charges which are billed separately from the physician charges.  She owes $2384.27 (includes current and collection accounts) for physician charges.  This gives her total balance due of $8348.54.  I have attached a record of her account in which she owes.  Most of our professional clinics are owned and operated by WVU Hospitals which in most cases there will be a charge billed by the physician for their services and Provider Based Billing charge billed by the hospital for the same date of service.  This is a Medicare billing regulation.

  The patient still has the opportunity to contact our customer service department at ************** to discuss possible financial assistance.

  Thank you,

  Debbie ****, Manager

  WVU Medicine

  Enterprise Customer Service