ComplaintsforNCH Healthcare System

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 8, ************************************************** Asia my surgeon, There was no co-pay for this visit During this visit in conversation, I mentioned that I had knee pain so *** de Asia suggested I see ************** the next day which I did and I paid my $30 co-pay for that visit Six months later, I received a $30 bill for my post op visit with *** de Asia which made absolutely no sense After continuously going back-and-forth on my chart with the customer service department for NCH, I was told that because in conversation, I mentioned that I had knee pain, even though I was not treated for knee pain, That visit now became an office visit and I am supposed to pay them $30 This is wrong and its a scam I have not paid this $30 and they put it in collections

  Business response

  08/12/2024

  ****************,

  Thank you for expressing your concerns with us.  The Revenue Cycle leader(s) have reviewed your encounter in question, and we have made and adjustment to your account to settle the balance.

  
  Thank you,

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

  Customer response

  08/13/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I am not liable for this Debt with Naples Community Hospital. I do not have a contact with the collection Agency! They did not provide with the original contract as requested.

  Business response

  05/06/2024

  This response was taken verbally by the BBB:

  We are not the correct business. We do not do billing and the consumer probably needs to reach out to the Hospital NCH.  

  Customer response

  05/07/2024

  Name    Naples Community Hospital Inc

  Address  **********************************************************************************

  Phone  ************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I'm writing urgently to address the errors on my credit report resulting from the disclosure of my personal information to credit bureaus, causing significant financial and emotional distress. As per 15 USC 1681 Section 602, I assert my right to financial privacy and expect confidential treatment of my information. Moreover, 15 USC 1681 Section 604(a)(2) prohibits a consumer reporting agency from sharing account details without my explicit consent, which I have not provided. The discrepancies associated with NAPLES COMMUNITY HOSPITAL IN have adversely impacted my financial status, requiring immediate correction. Additionally, I stress adherence to 15 USC 1666(b), which prevents creditors from treating credit card payments as late under certain circumstances. Below, you'll find my account details for your reference: Account Number: ******** I urgently request a thorough review of my account, prompt rectification of credit report inaccuracies, and strict compliance with federal laws governing my information. Failure to promptly address these concerns may result in legal action. Your immediate attention to this matter is appreciated. Sincerely, ********* ********

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  i am not liable for this debt with charter communications, i do not have a contract with *******, they did not provide me with the original contract as requested

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I am not liable for this debt with charter communications, I do not have a contract with NCH healthcare system they did not provide me with the original contract as i requested

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 3, 2022, I visited the emergency room for bleeding. I was a few months pregnant and had a scare. There was no doctor available on site nor did a doctor come see me. I had blood taken and provided a urine sample which sat in my room for my entire stay and was never taken back to be tested. at one point a PA came in and a nurse apologizing that there was no doctor on duty. The PA discussed my blood work with me while I was on the phone with my doctor in **. The PA was not sure what he was doing and asked me to call my doctor back in ** to discuss my situation. The PA also mentioned leaving a message for the prenatal on-call doctor but never received a response the entire hours I was there. The PA again asked to me to call my ** doctor to go over my blood work as he was not sure what to do or what was going on. So needless to say, I am in a hospital in a foreign town but receiving medical service from my doctor in ** and so is the hospital as they had no doctor on duty at the time of my hospitalization. Hours after just waiting and waiting we decided to leave. We buzzed the nurses button multiples times so my IV could be removed with no one ever responding to the nurses call buzzer. We proceeded to walk out and that was when we were finally approached by a nurse in the hallway... The PA had no clue what he was doing nor knowledgeable and asked me to contact my doctor in ** to speak with him and get guidance. I stated do not charge me for the urine test as the urine sample was still sitting in my room for over 5 hours and how dare they be a hospital when their staff is asking me to call my doctor who isn't local to provide medical care and expertise to your staff. I was hospitalized in Naples but yet receiving medical care from my Doctor telephonically from my doctor in **. Outrageous and this facility should be paying my doctor, I should not have to pay this facility as no treatment was received by this facility.

  Business response

  03/29/2023

  NCH has contacted this patient to get more details and will follow our comprehensive patient grievance processes. 

  Customer response

  05/08/2023

   
  Complaint: 19857158
  
  I am rejecting this response because:

  I have not received any update from the business since their last communication to BBB. I did follow up with a medical question which was answered, but to date, I have not received any update regarding my complaint. Please keep this open until some sort of resolvement occurs. 

   

  Thank you. 

   

  
  
  Sincerely,
  
  *****************************

  Customer response

  06/20/2023

  Not in agreement with the merchant. While at this hospital I was receiving medical care through my doctor in Nc. I was never seen by a doctor at NCH but only a PA that would ask for me to call my doctors because he didnt know what to do either. My doctor in ** was treating me and educating the PA in NCH.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 8, 2022 services were rendered by my cardiologist, and my Medicare and secondary insurer were billed accordingly. Every month since then, Sept., Oct., Nov., Dec., and January 2023 we have received e-mails and letters demanding payment of $22.04 from NCH Accounts Receivable. Attached is a letter I sent to NCH, Mutual of Omaha and NCH SBO Lockbox explaining the issue and was assured that the problem would be handled. Of particular note, attached is the letter from Mutual of Omaha confirming that the payment had been made and that NCH cashed the check on September 9, 2022. We request that NCH and their accounting firm(s) cease and desist with the e-mails and letters that are now becoming harassing.

  Business response

  01/25/2023

  Thank you for sharing the patient's concerns. The team is researching the payment to determine where it was sent and ensure it is posted to Mr. Sottong's account. In the interim, the balance on this account has been adjusted to zero. Please extend our apology to Mr. Sottong for the unnecessary concern caused by this situation. Thank you, Sandy W

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/14/2022 I had an appointment with NCH health care. On 10/13/2022 NCH billed me for $25.42 for the date of the service 7/14/2022. On 10/28/2022 I called their ****************** and was told ******** and my ************ insurance provider did not pay the full amount and I owed $25.42. This call took 22 minutes. Next I called ******** and found the agreed payment was $133.40 of which they paid $105.82 and sent the rest to USAA my supplemental insurance provider. They said $2.16 was written off by ******** and they paid $25.42 to NCH 8/4/2022, on a paper check, #*********, which was cashed by NCH on 10/12/2022. My time on the phone calls to ******** and USAA was 1 hour 23 minutes, for a total time of 1 hour and 45 minutes. I then called back to NCH Billing and reviewed with a supervisor, *******, the above information. She "will send tghis information to A/R and they will send you a revised bill if the information is accurate". I asked for compensation of my time for doing their forensic bookkeeping to find their errors. She said "we don't do that". I am asking BBB to contact NCH, review the complaint with them and ask for $50.00 be refunded to me for my efforts correcting their errors. Thank you for your consideration. *********************

  Business response

  11/09/2022

   NCH has reviewed the patient concerns and taken the following action to address: 
  11/8/2022 Reviewed account and it was still only showing ****************** Reviewed documents on file and found scan of secondary USAA insurance card. Added secondary insurance and balance to the secondary **************. Account was already sent to insurance follow up WQ on 10/28/2022. Account balance is now pending with insurance. Patient spoke to Patient Advocate, ***************************, on 10/28/2022.

  
  11/9/2022 *************************** called and spoke with the patient. He let him know that we looked into his account and got the secondary insurance added to correct the issue. ******* advised we moved the balance out of the patient responsibility so he can dis-regard any statements hes received and that it will be corrected in our system. I asked if there was anything else we could do to assist and he stated there was no. No further follow up is required.

   

  Thank you for bringing the patient's concerns to our attention. 

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

  
  

  Customer response

  11/10/2022

   
  Complaint: 18334911
  
  I am rejecting this response because: While the *** representative did call me, mid evening 11/9, well after I would normally accept any business call, he explained as you stated, they corrected their error. The second part of my complaint, requesting *** compensate me for the 1 hour 45 minutes I spent solving their accounting mistakes, was not addressed by the *** rep. I still believe they owe me $50 for my work fixing their problem and I want that restitution. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had blood work done for my annual preventative physical which is covered 100 percent by BCBS on 5/20/22. I have received the bill from Quest for $353.01 I contacted the insurance company and they said it was not coded as preventative and I would have to contact Nch Healthcare at 7717 Collier Blvd in Naples. I sent a screenshot of the bill to Cathy **** and she said she would give to her nurse. That was on 7/25/22. I received another bill from Quest on 8/15/22, I contacted Cathy again and she said she would send it again to the nurse and contact me. I still haven't heard anything but I'm concerned it will go to collections.

  Business response

  08/29/2022

  Business Response /* (1000, 8, 2022/08/23) */ The office staff contacted the lab to supply additional codes. A telephone call was made to the patient today to confirm. We are happy to work with the patient to supply additional information that may be required by the lab. Consumer Response /* (2000, 10, 2022/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩