Business Profile

Hospital

NCH Healthcare System

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Complaints

This profile includes complaints for NCH Healthcare System's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

13 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:01/13/2025
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.
************************************************ Date: 1/10/2025 To Whom It May Concern,NCHSBLockbox-************************************-6503 Re: Guarantor Number: ****** Dear *********** am writing regarding a billing issue associated with guarantor number ******. I received a bill for $783, which I believe is incorrect as I already made this payment directly to NCH Healthcare System on the day of service, November 8, 2024.Before leaving the hospital on that date, I inquired about any payment required. I was informed by the hospital staff that I owed $783, which I promptly paid using my **************** card. This was a prepayment for an emergency visit at Northeast where I was seen by ***** ******, PA.Enclosed with this letter, you will find the following supporting documents:1.Proof of payment from my **************** card for $783.2.A copy of the receipt issued by the hospital on the day of ********** this payment was already made to NCH Healthcare System in *******, I request that you stop billing me for the same amount. Please coordinate with the hospital to confirm receipt of the payment and rectify this matter immediately.Should this issue remain unresolved, I will escalate the matter to the Better Business Bureau for further assistance.I appreciate your prompt attention to this matter and look forward to a resolution. Should you require any additional information, please do not hesitate to contact me at [your phone number] or via mail at the address above.Sincerely,****** ***** Guarantor Number: ****** Enclosures: Proof of Payment and Receipt
Business Response
Date: 01/21/2025
Good afternoon ******,
I have reviewed the account in question regarding bill you recently received. Due to patient confidentiality and HIPAA rules, I have left you a voice mail at the phone number you provided in this dispute earlier this afternoon. I can confirm we have received and posted the time-of-service payment you made on November 8, 2024, for $783. However, based on your insurance coverage and the deductible amount provided to us from your insurance carrier, there is still a balance due of $783. I will be more than happy to review your account in detail to reconcile the outstanding balance based on what has already been paid and the deductible amount owed.
I look forward to hearing from you when you are available. My direct phone number is ************.
Sincerely,
*****
Initial Complaint
Date:10/29/2024
Type:Billing Issues
Status:
UnansweredMore 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.
Dear *** or Madam, My name is ******* *******, I was a patient of the *** North Naples on October 15, 2023. A couple of months after the visit I received some invoices and all of them were paid. On May 8, 2024, at 10:10 AM I called the *** (Phone call duration: 7 minutes) and spoke with a customer service representative, ***** and she informed me that no payment was due at that time. In July 2024 I received a bill of $5,867.34 and I applied for financial assistance, and I was approved for it. Please see the attached letter dated 8/6/2024 with 100% approval from 10/15/2023 to 10/15/2024. After the approval, I called the *** and I was told that I a representative have to update my records. Considering nothing happened and I continued receiving the invoices I went to the *** on 10/2/2024 and provided a copy of the ************** 10/28/2024 I received a letter from a debt collector named *****-******. Considering that I received the bill almost a year after the date of service without a proper explanation of the delay, that I have a financial assistance approval covering 100% on the date of services, and that I contacted via phone call and in-person several times to solve this situation I would like to respectfully request a solution to this matter.Respectfully, ******* ******* Grantor Number: ****** Financial Approval PDB#****** Account Number: ********
Initial Complaint
Date:08/12/2024
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.
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
Date: 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 Answer
Date: 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
Date:08/09/2024
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 scheduled for a cardiac stress test by my cardiologist, Michael F**** on 10/10/2023 after my initial visit. This was scheduled at NCH Briggs Cardiology as an outpatient visit on 10/20/2023 as explained in the attached documents. I was alerted that my co-insurance would be 30% = $408.60, which I paid (see attached document) After the test I recieved a explanation of benefits from Blue Cross/Blue Shield stating the test was not eligible for coverage as it was an ER visit. It was not. I disputed with BC/BS and it was denied twice. I called NCH and pleaded with them to recode the test properly as per BC/BS request. It was outpatient. They refused. I had to pay $1,797.00 for a routine test, not an emergency room visit. This is unfair.
Business Response
Date: 08/26/2024
Good afternoon,
I have reviewed the case in question. The patient did receive a Cardiology Stress Test on 10-20-23 performed by Naples Community Hospital. The services were provided in an OP hospital-based service location at NCH Briggs Cardiology Imaging. I agree with the member, these were NOT Emergency services, nor does the hospital bill to the insurance company indicate such and I cannot comment on the payer's description they provided. I cannot upload a copy of the hospital bill, because it contains sensitive patient information we must protect. The patient's insurance company processed the claim correctly as a Cardiac Stress Test. BCBS applied the correct contractual adjustment to the allowed amount under contract. The payer (BCBS) applied the full allowed amount under contract to the members annual deductible. I do not believe a refund is pertinent in this case.
Customer Answer
Date: 08/27/2024

Complaint: ********

I am rejecting this response because: This EOB does state EMERGENCY visit, which is why is was not covered as a routine test. The facilty is in network for routine testing. The fact that it is stating that is an emergency room test is why is was declined. I spoke to multiple representatives at Blue Cross Blue Shield. They said it needed to be coded as a non-emergency visit. NCH refused to recode it, so it was applied to my emergency room deductible. I also have the estimate showing that my insurance would pay for the visit and myh out of pocket was $409. for coinsurance. It clearly shows the insurance would pay it. This is providing false details to the patient prior to the procedure, which is misleading and in my case, cost me a lot of money that I was not aware of prior to the test. I would have gone elsewhere. This response from NCH clearly states it was not an emergency visit.

Sincerely,

******* *******
Business Response
Date: 08/28/2024
In trying to resolve the matter with full transparency of hospital reimbursement, while also protecting the confidentiality of the patient's information and hospital contracts, I have left a message for the patient to call me at NCH so I can explain the detail of their case and resolve while preserving confidentiality, since information published here is public.
Customer Answer
Date: 09/05/2024

Complaint: ********

I am rejecting this response because:after talking to a NCH representative about all of the details I was told that he would do some investigating into the matter. He also said he could not find a record of where the co-insurance payment was applied. He never called back. I called again and he said he was waiting on hard copies???? Another week goes by and no call - no contact.

Sincerely,

******* *******
Initial Complaint
Date:04/15/2024
Type:Order Issues
Status:
UnansweredMore 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 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
Date: 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 Answer
Date: 05/07/2024
Name Naples Community Hospital Inc
Address **********************************************************************************
Phone ************
Initial Complaint
Date:03/13/2024
Type:Billing Issues
Status:
UnansweredMore 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'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
Date:01/26/2024
Type:Order Issues
Status:
UnansweredMore 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 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
Date:01/26/2024
Type:Order Issues
Status:
UnansweredMore 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 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
Date:03/28/2023
Type:Sales and Advertising 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 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
Date: 03/29/2023
NCH has contacted this patient to get more details and will follow our comprehensive patient grievance processes.
Customer Answer
Date: 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 Answer
Date: 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
Date:01/18/2023
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 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
Date: 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

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NCH Healthcare System is NOT a BBB Accredited Business.