Hospital
WVU Medicine Hospital ServicesThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/22/2023
Type:Billing IssuesStatus: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.
The appointment was held on 12/27/2022. This was a consultation for speech therapy for my 1 year old. At this appointment I was asked questions about my child's development milestones. Absolutely no medical service was provided. My child was not even addressed during the consultation, he played with toys. I have since had him reevaluated through the state of ****** ***. I have received a bill, account number *********, for "speech therapy." I am left to pay $292.37 out of pocket. I have called multiple numbers with no access to anyone that can help me dispute this charge. The only other option for contact on the bill is a mailing address but the bill is due to be paid 3-11-23 with this business having a history of turning customers into collections quickly. I am worried about waiting on the mail for this reason. I have not paid on this bill yet. I would like to dispute the charges. I am also wondering how it is allowed for WVU Medicine to monopolize most medical providers in my area.Business Response
Date: 02/24/2023
I have reviewed the complaint as well as the visit for her son. There is a clear documented record for this visit. The evaluation was based upon the information the mother provided and during the playtime by the child. Scoring under the ******** *nfant-Toddler Language was applied as well as recommendations/treatment plan. Goals were discussed with the mother for activities that can be performed at home with the child for speech/language improvements. The insurance was billed for the visit and they applied $292.37 to deductible and co-insurance. If the mother opposes the care for this visit, she can contact Wheeling Hospital and request to speak with the patient advocate. The mother did contact our customer service department on 02/20/23 to discuss the matter and was advised the account would be reviewed. This will be considered to be the review and we will also contact the mother to advise as well. We do offer payment arrangements such as discounts to pay in full, payment plans and financial assistance. This will be explained to her on the return call. WVU Medicine follows regulations before sending an account to collections which includes sending 4 consecutive monthly statements as well as phone calls. The 4th statement advises the account is in jeopardy of collections and urges the Guarantor on the account to contact our customer service dept to make a payment arrangement. If no response by the due date on the final statement, the account goes to collections. That's a total of 120 days for a patient or Guarantor to contact us.
Sincerely,
****** ***** *******
WVU Medicine
Enterprise Customer Service
Initial Complaint
Date:02/17/2023
Type:Billing IssuesStatus: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.
Problem with billing, no itemized bills,doesn’t wait for ******** and Supplement payments applied. They list more than one DOS but don’t list each date so we can match up with EOB. Called 2/10/23 Bobby hung up on me, so I sent copies of the statements, ******** EOB and Supplement EOB on 2/13/23. On 2/16/23 we received a bill from a collection agency for 2 of the charges. My husband was in ******** Hospital (*** Medicine) for almost a month so I’m trying to match over 60 pages of EOB from ******** and 10 pages of EOB from the Supplement. My husband had triple bypass and his heart stopped 3 times from the time the EMT’s picked him up 2x and once in the ER. He has trouble hearing and I always handled everything but they don’t want to speak to me. We are in our 70’s and don’t stiff people for money. Our supplements are paid to handle what ******** doesn’t so why are we being harassed. The doctors and WVU are mediocre at best but it’s the only game in town. Thank you for your help and understanding in this matter. Sorry for this long ranting complaining. My husband is ****** ******** ********* **********. Thanks again!! Respectfully Audrey ********Business Response
Date: 02/24/2023
This complaint is in review and I will give full details when review is completed.
Thank you.
****** ***** Manager
WVU Medicine
Enterprise Customer Service
Business Response
Date: 02/27/2023
Account that were listed in bad debt have been returned from the agency and we have extensive notes on the accounts. There is a missing payment issue that is now in the process of being corrected. At this time the patient doesn't owe a balance. One of our senior CSRs will contact the wife today to advise of the resolution.
Thank you
****** ***** Manager
WVU Medicine
Enterprise Customer Service
Customer Answer
Date: 02/27/2023
Better Business Bureau:
I appreciate your prompt handling of this matter. Kimberly from WVU Medicine said they were going over the statements and payments missing from supplement and to contact her with any other issues. She said I have no balance. Hopefully this matter is straightened out! Again I appreciate your help in handling this matter.
Respectfully
Audrey *** ********Initial Complaint
Date:12/15/2022
Type:Billing IssuesStatus: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 the hospital for 13 days my bill was over $40000 after insurance payments and deductions my remaining balance is approximately $1900 they sent me a threatening letter telling me that they were taking me to court to have my wages garnished if I did not call them immediately to agree to pay $50 per month starting in December. I told them I could do $10 a month and they refused that I even offered $20 $35 per month and they refused that as well they said if I do not agree to the $50 payment and if I miss or skip any payments or any payments are returned it will immediately void out the payment arrangement and I will be taken to court I have an investigation pending with patient advocate because of the horrible care and experience I had while in their facility. The legal dept states that has nothing to do with the bill.Business Response
Date: 01/03/2023
The patient's original balance after insurance was $1870.86. She had made 3 payments of $10 in May, June and August of 2022. She received 6 statements sent to her home address on file which is the same as listed on this complaint. Of course, a $10 payment on this balance is not acceptable. The patient uses ******* and sent a message to our customer service dept in August 2022 and our rep advised the patient of our expectations of setting up an acceptable payment plan to prevent the account from aging to collections. The patient advised that legally she is only required to pay $1.00 per month and is certainly a misconception on her part. Our reps advised this patient on several messages that she could call our department to discuss other options such as financial assistance. The patient never responded and the account aged to collections on 10/30/22. She would need to contact ** ******** office at ************ to discuss any payment arrangement on this account.
WVU Medicine will work with all patients to satisfy their balances. We offer a 3 month unacceptable payment plan in which the patient can pay any amount affordable to them but after that 3rd payment they are advised they must contact us back to set up an acceptable payment plan to prevent the account from aging to collections after that 3rd month. We have a payment plan policy and all patients are advised of the expected payment plan amount. We also have the discussion of financial assistance. The patient can apply for WVU Cares and a financial counselor will review their information and determine if they meet guidelines. We have a separate phone number for our financial counselors which is listed on the application in which the patient can contact with any questions.
This patient's account was handled appropriately according to our bad debt placement and our billing/collections policy.
Sincerely,
****** ****, Manager
WVU Medicine
Enterprise Customer Service
Initial Complaint
Date:08/29/2022
Type:Billing IssuesStatus: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 name is ***** ****** and my guarantor number is ********* with WVU Medicine. I was seen at ****** Hospital Center on April 14th, 2022 at the Cancer Center. During the visit, it was determined that I did not have a preauthorization for the blood work that Dr ***** had requested. It was an outdated preauthorization. At that time, the staff and I agreed to draw the "in house" blood work because that is covered with the visit. Someone went across the hall to and said someone is going to contact the insurance to get a new preauthorization. The nurse, Melissa, decided to draw more blood so that I would not have to get poked again once the receive the preauthorization. Melissa stated that the blood is only good for so long and that they would dispose of the blood if they did not receive the preauthorization before I left that day. I was taken to a room and that is where I told Dr ***** what was going on. We both agreed for me just to have the blood work done in WY since I am now a resident. Dr ***** faxed the referral to my doctor in Jackson, WY. Dr ***** also documented that I did not want the blood work done and requested to have it done in WY. I had the blood work done in Jackson, WY at ** ****** Hospital. I have spoken with ****** Hospital Center President, ***** ****, multiple times and the situation has not been resolved. I have been receiving bills from WVU Medicine and ** ****** Hospital for the same service. I am attaching Dr *****'s referral to my doctor in Jackson, WY, Dr *****'s patient notes, WVU Medicine ****** Hospital Center response to my grievance from ***** **** and my letter that I sent to my insurance company asking for help.Business Response
Date: 09/06/2022
Please be advised that this patient complaint has already been reviewed by our ****** Hospital Center’s administrative personnel and it was determined that the patient is responsible for the services rendered on 04/14/22. A letter was mailed to the patient with the findings and final determination. The services were billed to her insurance in which $1951.59 was considered as non-covered by her insurance plan. Therefore, a 50% discount was applied to her account today. I will also send the patient a letter to advise of reviewing her BBB complaint along with the discount applied to her account. WVU Medicine/****** Hospital Center considers this matter to be resolved.
Thank you.
****** ****
********** ******** ******* * *******
WVU Medicine – WVU Health System
************ *** *****
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