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:01/10/2023

  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 received a bill in September 2022 regarding date of service on 3/4/22, stating I had a balance due of $1931.94. I had already received an Explanation of Benefits from insurance stating Amount charged - $2726.00; Discount - $1858.42; Plan paid - $694.06; Amount owed - $173.52. I had already paid amount due as the hospital had previously billed me for it. I called the number listed on the bill, ************, on September 14, 2022 inquiring why I received another bill for such a large amount when I had already paid the balance. Representative stated she would put in for review. I called back on Sept 28th and October 24th, was told they were still researching. Never heard back. Then on 1/9/23, received another bill for same amount of $1931.94 stating this was my last chance to pay or I may be sent to a debt collector. I called again and rep stated she would put in for review again and that she has the same EOB that I have and doesn't understand. I am trying to get an explanation as to why I am getting billed for something outside the insurance has approved but to no avail. And now with threats to send to debt collector. This seems unlawful that I am getting billed for something not approved by insurance and without any explanation after numerous calls. Please advise ASAP.

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Thomas Memorial Hospital regarding complaint ID ********.
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 02/27/2023

  A review of the account associated with this complaint has been completed. In summary, the customer in this matter received health care services on March 4, 2022. The customer made a $50.00 payment and set up payment plan through a third party vendor for the balance. The vendor paid Thomas Memorial the estimated balance and the account was reduced by that amount. The customer's insurance then paid its contractual amount and the customer had a remaining balance. The customer then canceled the third party payment agreement resulting in a demand for refund to the third party vendor. However, the payment was misdirected to the customer who cashed it.

  The customer account still has a balance due from the customer. The misdirected refund from the account in the amount of $1,818.06 created the increased balance on the account. Thomas is seeking return of monies misdirected to patient who cashed and retained the monies leaving the account in its current status.

  The legal department at Thomas will reach out directly to the customer in an effort to resolve both the account and the misdirected funds.

• Initial Complaint

  Date:08/30/2022

  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.

  ******** ********** ******** (VES) sent me to ****** ******** ******** ***** on Friday, August 26, 2022 at about 10:00 AM to have an x-ray done on my right wrist to help them make decisions regarding a disability claim. I arrived early. At the registration desk, I was asked to sign a statement: "Patient agrees that except where prohibited by law, the financial responsibility and obligation to pay for Health Care Services belongs to the Patient...." I had with me a copy of the agreement between *** and TMH showing that the "Facility agrees that it will only bill ***...and will not bill the Veteran under any circumstances...." I pointed this out to them and gave them the copies I had from *** and explained that I could not sign a statement obligating myself to pay for this service. They refused to provide the ordered services unless I would sign the agreement to be personally responsible for the bill. I left without obtaining the x-ray. The supervisor of the individual at the registration desk (desk #4) stated that she would contact the doctor who was to receive the x-ray images and report that I had refused services. I do not expect any specific remedy for myself but I would like to learn that steps are being taken to ensure that other disabled veterans are not denied services and that they are not coerced into signing a document obligating them to pay for services that they have no obligation to pay for.

  Business Response

  Date: 09/12/2022

  Thomas Memorial Hospital 

  Response to Complaint

  Thomas Health System is committed to providing health care services to individuals in need, including veterans.  The complaint and supporting documentation identify a fundamental approach to healthcare.  Individuals receiving care, even those with comprehensive insurance, are required to authorize treatment with the understanding that if a third-party payer fails to make payment for services, the recipient of the services is ultimately responsible.   

  The ********* Evaluation Services letter to the complainant is a commitment from *** to him.  It evidences no agreement between Thomas Memorial Hospital and ***.  There may very well be an agreement for payment of provision of services between Thomas and ***, but if *** fails to make payment for any reason, the provider of services must be able to collect from the individual who has received care.  The *** letter appears to provide a process for the complainant to address any payment failures by *** for care provided to complainant.

  With regard to the proposed authorization, Thomas appreciates the effort of complainant to work with the facility to meet our documentation obligations and meet his own concerns.  However, Thomas cannot institute a process whereby each person seeking treatment has the option to draft and submit for review and acceptance authorizations for services.  Thomas has created a standard document that meets regulatory guidelines and outlines to patients certain rights and responsibilities.  If a potential patient chooses to object to the form or wording, they are within their rights to refuse to sign; Thomas then has the right to refuse to treat based on its internal processes and requirements.

  We are sorry that this circumstance could not be resolved at the time the complainant appeared for services.  Our mission is to meet the healthcare needs of our community, but that mission has to be balanced with the operational needs of the hospital. 

  I am available for additional discussions regarding the event or this response.

  Customer Answer

  Date: 10/11/2022

  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 am simply resubmitting the previously which has absolutely not been resolved. If any thoughtful person were to read the complaint and the response thoughtfully this would be evident.

  The individuals who turned me away argued forcefully and angrily that my signing the paper DID NOT obligate me to pay under any circumstance.

  They demanded that there was no contradiction between their agreement to NOT charge the veteran "under any circumstances" and the demand that I sign a document committing to pay.

  the response does not deny that the hospital had entered into an agreement with *** prior to my arrival. ...on Friday, August 26, 2022 at about 10:00 AM to have an x-ray done on my right wrist to help them make decisions regarding a disability claim.

  I arrived early. At the registration desk, I was asked to sign a statement: "Patient agrees that except where prohibited by law, the financial responsibility and obligation to pay for Health Care Services belongs to the Patient...." I had with me a copy of the agreement between *** and TMH showing that the "Facility agrees that it will only bill ***...and will not bill the Veteran under any circumstances...."

  I pointed this out to them and gave them the copies I had from *** and explained that I could not sign a statement obligating myself to pay for this service.

  They refused to provide the ordered services unless I would sign the agreement to be personally responsible for the bill.

  I left without obtaining the x-ray. The supervisor of the individual at the registration desk (desk #4) stated that she would contact the doctor who was to receive the x-ray images and report that I had refused services.

  I do not expect any specific remedy for myself but I would like to learn that steps are being taken to ensure that other disabled veterans are not denied services and that they are not coerced into signing a document obligating them to pay for services that they have no obligation to pay for. 

  Desired outcome: A commitment from Thomas Hospital to fix the problem for future disabled veterans and an explanation of how they've done so.
  
  
  
  Regards,
  
  
  
  ******* *******