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:01/05/2025

  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 had 2 medical insurance, Cigna (through work) and **************. The work insurance paid their portion of $12,127.28 to Presbyterian/ St. ******, but ******** did not pay their portion $3,700.00 on time, stating they did not get paid from the insurance company yet. I started to make $50 monthly payments totaling $850 so I didn't go to collections. I received a statement from ************** that the remaining balance was finally paid off last year Feb. 9th. I faxed and emailed the information to the hospital billing office. To this day, they have not responded. I have been asking for my $850 back since ******** received their payment, I called them on 12/16.24 and was informed they closed the account and wrote it off as bad debt. I am seeking to get my $850 back as I have overpaid them and they aren't trying to give me my money back. Please let me know what all you'll need from me to show proof of payment or any other documents.Thank you for your time. ******* *******

  Business Response

  Date: 01/13/2025

  We are in receipt of the complaint filed by ******* ******* and have thoroughly reviewed this matter. Presbyterian/********** Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. We are currently working diligently to research their concern.We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in for bleeding during pregnancy and was denied any intervention to stop the bleeding but was given multiple doses of narcotics then repeatedly told my only option was to terminate the pregnancy and after adamantly refusing this was given multiple unknown meds and then was told that I was in active labor and this resulted in my twins being born at 20 weeks causing their death, then all reports from the hospital are absolutely the opposite of what actually happened

  Business Response

  Date: 12/27/2024

  We are in receipt of the complaint filed by ******* ****** and have thoroughly reviewed this matter. We appreciate the concern being brought to our attention so that we can investigate and review. A request has been submitted to address the patient's concerns through a Quality of Care review. We request that the patient allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted either by mail or by phone.
  If the patient needs further assistance please have them contact HCA HealthONE Presbyterian St. ****** directly. Thank you

• Initial Complaint

  Date:09/15/2023

  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.

  On 01/17/2022, I was involved in a motorcycle accident. I was transported from the scene of the accident, via ambulance. During transport in the ambulance, I informed the paramedic that I would like to be transported to a Veterans Affairs medical center to receive treatment as I am a combat veteran and only have medical care through the VA. The paramedic advised me that the VA does not take medical transports, but that I was free to leave on my own accord to go to the VA once we arrived at the hospital. Upon arrival at St Lukes, I was met by a police officer to provide a statement regarding the accident. I provided a statement and the police officer let me know I was free to leave to go seek treatment at the VA. The medical staff at St Lukes encouraged me to stay there and get checked in to seek treatment. I refused and explained to them I only have medical coverage through the VA so I would be transporting myself there to seek treatment. They then said I would have to sign a form stating that I was leaving against medical advice, which I signed and immediately left without ever being seen by any medical staff whatsoever at St Lukes and without receiving one bit of medical treatment there. I went to the VA and received all medical treatment at that hospital and have paid those bills and the ambulance bill for my initial transport. A few months ago, I was advised that I was sent to a collections company by St. Lukes for the amount of $810.17. I never received any treatment and specifically signed a document that St Lukes presented refusing any and all medical treatment from them. Any fees billed to me by St. Lukes are completely fraudulent, let alone over $800 to have me sign a form to say I was refusing to be seen and leaving against medical advice. Now I am having creditors call me to collect on this fraudulent charge. I would like this fraudulent charge dismissed and my credit report corrected as I never received any treatment at all from this facility.

  Business Response

  Date: 09/22/2023

  We are in receipt of the complaint filed by ********************* and have thoroughly reviewed this matter. Presbyterian / St. Luke's Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ********************** / St. **************************************************************** reached out to the patient on September 21, 2023 to the phone number listed on this complaint. A message was left requesting a call back from the patient. If the consumer needs further assistance please have them contact Presbyterian / St. Lukes Medical Center directly. Thank you

• Initial Complaint

  Date:02/03/2023

  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.

  My proceedure was 5/12/21. My insurance and ******** paid, and I was not to be charged. I received a bill from ******************************** on 10/18/21 in the amount of $2,524.76. I contacted my insurance and they said that the charge was denied and that I can not be billed for a denied charge. P/SL billing department was notified and they said they would take care of the matter. Since then I have been receiving bills from Medicredit and NPAS Solutions (collection agencies), my insurance has filed 2 grievances with ********. I have contacted P/SL Board members and Health One. My credit score has gone down 42 points. I have not received any correspondence from P/SL or Health One.

  Business Response

  Date: 02/07/2023

  We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter.  Presbyterian/St.Lukes strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On 02/06/2023, the patient was contacted by a customer service representative regarding their concerns. The patient was provided with a direct phone number for any further questions. If the patient needs further assistance, please have them reach out to Presbyterian/St. Lukes directly.

  Customer Answer

  Date: 02/15/2023

  Made on 2/4/24 re: Presbyterian/St ****** Medical Center
  
  Unsatisfactory response from P/SL They do not take responsibility for the initial charge - which has destroyed my credit score.
  
  ***************************
  

  
  

  Business Response

  Date: 02/23/2023

  We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. Presbyterian/St. ****** strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the patient. Our records indicate that the account was not eligible for credit reporting. Per review of the account notes, this was further explained on the call that took place on 02/06/2023. If the patient needs further assistance, please have them reach out to Presbyterian/St. ****** directly.

• Initial Complaint

  Date:07/19/2022

  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.

  I was referred by my healthcare provider to pursue a sleep study at Presbyterian St. ****** (PSL) sleep center located at **************************************. I checked multiple times with PSL on the cost of the study: they explained it would be a "few hundred dollars". I agreed to pursue the service based on this estimate on 1/20/2022. I received a surprise bill of $1,737.02 - which is against the Surprise Bill *** in the *****************, and requested an audit of this bill since it seemed highly excessive. I never received a response back from PSL on the audit. Multiple calls to the business offices of PSL were made, the latest being on 7/19/2022, with no good faith effor to reduce the bill except for a single offer of 25% off, which still left me with a bill a thousand dollars more than the "expected" bill I was assured of when I agreed to the service. This is manipulative to the customer and I would like this bill reduced in good faith to something more reasonable. Sleep studies are offered frequently and are standardized. The expected cost shouldn't have been highly burdensome to explain to a customer who asked for it. Instead, PSL did not disclose the cost when asked and surprised their customer with an astronomically higher bill than expressed when questioned.I would have denied the service if the price was explained to me, but PSL counts on misleading customers to ensure they book services: even with no means to pay. For a *********** associated hospital no less - this is quite shameful and completely against what one would expect. Patient Name: *************************************** Account Number: *********** Service Dates: 01/20/2022 Statement Date: 07/02/2022 *************** Contact Number: ************** Regional Business Number: ************** *************** ******* ******************************* Regional Business Fax: **************

  Business Response

  Date: 07/22/2022

  We are in receipt of the complaint filed by *************************************** and have thoroughly reviewed this matter.  Presbyterian/St. ****** strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. In order for an audit to be performed on the account, we will need clarification from the patient on specific charges that are being disputed. If the patient needs further assistance please have them contact Presbyterian/St. ****** directly. Thank You. 

  Customer Answer

  Date: 08/04/2022

  Complaint: 17589948
  

  
  I am rejecting this response because: I spoke to someone at their business regarding the audit and it has already been expressed that the total bill of $1,737.02 for account #*********** is being disputed. I asked prior to the service what the cost would be and was told that the expected cost to me would "only be a few hundred dollars, and not to worry", and then received this bill. How has their response resolved my complaint? I would like this bill reduced. 
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 08/12/2022

  We are in receipt of the response filed by *************************************** and have thoroughly reviewed this matter. Presbyterian/St. ****** strives to provide excellent customer service and would again like to apologize for any confusion or inconvenience experienced by the patient. In order for us to review and investigate this matter further, we request the patient complete and submit the audit request application that was mailed on 04/28/2022. If the patient needs further assistance please have them contact Presbyterian/St. ********************** directly. Thank you.
  
  

  Customer Answer

  Date: 08/27/2022

  8/27/2022 - My previous complaint was closed and not resolved. It was closed while I was sick with COVID. I was referred by my healthcare provider to pursue a sleep study at Presbyterian St. ****** (PSL) sleep center located at **************************************. I checked multiple times with PSL on the cost of the study: they explained it would be a "few hundred dollars". I agreed to pursue the service based on this estimate on 1/20/2022. I received a surprise bill of $1,737.02 - which is against the Surprise Bill *** in the *****************, and requested an audit of this bill since it seemed highly excessive. I never received a response back from PSL on the audit. Multiple calls to the business offices of PSL were made, the latest being on 7/19/2022, with no good faith effor to reduce the bill except for a single offer of 25% off, which still left me with a bill a thousand dollars more than the "expected" bill I was assured of when I agreed to the service. This is manipulative to the customer and I would like this bill reduced in good faith to something more reasonable. Sleep studies are offered frequently and are standardized. The expected cost shouldn't have been highly burdensome to explain to a customer who asked for it. Instead, PSL did not disclose the cost when asked and surprised their customer with an astronomically higher bill than expressed when questioned. I would have denied the service if the price was explained to me, but PSL counts on misleading customers to ensure they book services: even with no means to pay. For a *********** associated hospital no less - this is quite shameful and completely against what one would expect. Patient Name: *************************************** Account Number: *********** Service Dates: 01/20/2022 Statement Date: 07/02/2022 *************** Contact Number: ************** Regional Business Number: ************** *************** ******* ******************************* Regional Business Fax: **************
  

  
  

  Business Response

  Date: 09/02/2022

  We are in receipt of the complaint filed by ************************************* and have thoroughly reviewed this matter.  Presbyterian/St. Lukes strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. We are currently working to resolve the patients concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you.

  Customer Answer

  Date: 09/04/2022

  Ok, I await their reply. In a previous message from the business, they made reference to an audit being sent to me. This was never done. Havent received anything like that and dont really see how an internal audit, performed by the business itself, could possibly have any validity. Why would there be any incentive to find their own business at fault?
  
  

  Business Response

  Date: 09/15/2022

  We are in receipt of the complaint filed by *************************************** and have thoroughly reviewed this matter. Presbyterian/St. ****** strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Per the request of the patient, an audit was performed and the charges were found to be appropriate. Attached is a copy of the findings from the audit for the patient's reference. As our ultimate goal is to provide excellent customer service, **********************/St. ****** is offering the patient a courteous discount, leaving a balance of $1,302.76. If the patient needs further assistance please have them contact Presbyterian/St. ********************** directly. Thank you.

  Customer Answer

  Date: 09/21/2022

  While the discount is appreciated, I cannot accept in good faith an "audit" that was completed by the same company that assessed the original cost. Why would the assessor of the cost find themselves in the wrong? 

  The wrong done here is that the person at PSL who advised me that the cost out of pocket would only by a few hundred dollars lied to me and conned me into having a service performed that would be multiples greater in cost than what was expected. This is manipulative business practice. Opaque pricing and a refusal to communicated effectively the cost of services to a patient who asked for them. 

  
  

  This price reduction was offered to me over the phone months ago, and was refused then as I refuse it now. I want a further price reduction. I would be happy to communicate with PSL directly, however I needed to contact BBB because of PSL made it impossible to negotiate this appropriately. 

  
  

  Thanks,

  
  

  ***

  
  

  Complaint: 17589948
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************