ComplaintsforGwinnett Medical Center

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First x-ray was the middle of September. I told them no text messages and to send me a real bill which they ignored. I called them and they were supposed to send me a bill which I received after more than a month, but the bill never gave any desc. of svcs. I paid over $1100 at the first visit. I called and requested an itemized bill several times and didn't get one until December at which time I immediately paid $300.00 and have since paid another $300. I have 3 different radiology services on 1 bill. Hospital contacted me in January at which time I told them that I just retired and was not getting a Social Security check until the end of February and would they please stop the phone calls. I keep getting phone calls from ************ and the person will not talk to me until I identify myself. You called me - why do I have to identify myself. Now I get calls from that number, they hang up after 1 ring. I got a call at the beginning of March and was told that if I paid the complete bill I could get a 20% discount. When I called back to get more info it took me 4 phone calls with at least 2 hang *** before I reached someone. I even talked to someone it the monitoring department that could not find my file. I was told my account was in collections which they then told me they fixed. I finally reached someone and was told that I could not get the 20% discount because I had already been paying on the bill. While on the phone I made payment arrangements. I offered $50, he told me no, that he had to make it for $75 month. I've been sending $100 check every month to the 1 bill that I receive using the account number from the first page. I assumed that since I receive 1 bill that the amount is being applied to the whole account. The most recent bill has the largest amount removed from it. Just received a bill from a collection agency for $800 for that 1 line item that I've already been paying on. Why is it in collections? Calling the office is useless because I get transferred to 5 different people and no one can keep their story straight.

  Business response

  04/30/2024

  Good afternoon,

  I do apologize for the frustration you've experienced attempting to receive calcification of your account balances and the collection team handling your account ******************** name *********************).  Upon review of your account, I see that there has been a payment plan set up on account *********** (remaining balance $711.30) however the account balance of $251.60 from account *********** wasn't added to the payment-plan when established. I am able to contact the self-pay and ********************* service centers and request that the payment plan includes account *********** and have the account pulled back from *********************. Additionally, if you'd like to inquire of the 20% discount prompt pay rate you *** contact our self-pay department Monday-Friday between 8-8pm at ************, if you request to speak with a leader your call will be escalated to the available leader (I will also request to have a leader contact you regarding the discount options that *** be available to you as well. If you have additional billing concern, please contact me directly using the contact information below.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  ***************************************************************************
  Office:  ************ Fax: ************
  ********************************

  Customer response

  05/01/2024

  The payment plan I requested was $50/month.  I was told I had to pay $75 a month. The letter from the collection agency says there's an agreement to pay $100 month which is untrue.   The $251 balance is not the one that was sent to collections. So if I set up a payment plan and was paying on the $711 account, why has it gone to collections?  

  The last time I called I told them to lump the bills together and they didn't, and I've already talked to your self pay department and got nowhere.  

  Please have 1 person call me to get this fixed!

  Business response

  05/08/2024

  Good morning,

  Please confirm resolution of this billing concern. Account documentation reflects that you've spoken with our self-pay leader (****************), and we're offered the 20% discount and made a payment to secure that rate in the amount of $770.32 to settle your account balances. If you need any additional assistance with payments, please contact our self-pay department Monday-Friday between the hours of 8am-8pm at: ***********.

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  ******************************************************************** |30318
  Office:  ************ Fax: ************

  Customer response

  05/08/2024

   
  Complaint: 21619271
  
  I am rejecting this response because:

  I received a text yesterday from ********************* Associates to **** (not my name) to pay my bill for Northside Hospital Gwinnett and that they are a debt collector.  I have also requested several times when I go in for these procedures that I never be txted.  How can I get this to stop!!!

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

  Business response

  05/08/2024

  Good morning,

  
  Unfortunately, the text message is only able to capture a limited number of characters of a first name. As the text message instructs to opt of receiving these text messages you just need to reply STOP to the sender (that should stop all text communications from that source). Additionally, being that you've secured payment for both accounts these accounts will be removed from the ********************************************************

  Thank you,

  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  ******************************************************************** |30318
  Office:  ************ Fax: ************

   

  Customer response

  05/09/2024

   
  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

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding billing discrepancies related to services provided at Northside Hospital. On November 2023, I underwent an ultrasound procedure at Northside Hospital, for which I received bills from **************************** and *********, totaling $84.84 and $166.62 respectively. Subsequently, I also received a bill directly from Northside Hospital amounting to $1025.64.Upon contacting Northside Hospital in January, I communicated that I had already settled the ultrasound charges. In response, a representative informed me that they would need to reprocess the billing with my insurance provider. However, upon consulting my insurance company, it was clarified that duplicate billing for the same services rendered by the radiologist would not be covered.It is evident that the billing from Northside Hospital duplicates charges for the same medical procedure already billed by the radiologist, utilizing identical medical codes. This discrepancy requires immediate rectification to avoid undue financial burden on my part.Furthermore, I was contacted by a representative from your institution in February, who conveyed threats of initiating collection proceedings if the outstanding balance remains unpaid. I assert that such coercive tactics are unwarranted and unprofessional, especially in light of unresolved billing discrepancies.I urge Northside Hospital to promptly address and rectify the erroneous billing, ensuring alignment with accepted billing practices and adherence to contractual obligations with insurance providers. Additionally, I request confirmation of the resolution of this matter and cessation of any collection actions until the billing discrepancy is satisfactorily resolved.Please consider this letter as a formal complaint and a request for swift resolution. I anticipate your prompt attention to this matter and an amicable resolution thereof.

  Business response

  02/19/2024

  Good morning ************************,

  When having outpatient service at a hospital setting you may be subject to your co-pay, deductible or co-insurance as applicable or as assigned by your insurance. On visit date 11/06/2023 in which you had an ultrasound service, your insurance has assigned the amount $1025.64 as a deductible payment (the insurance made no payment towards this balance).  I have attached our About Your Billing brochure for your review as it clarifies that in addition to the bill that you receive from Northside Hospital, you may also receive a bill directly from your physician, physician assistant or nurse anesthetist for professional services rendered. The physicians, physician assistants and nurse anesthetists at Northside Hospital may not be employees of Northside Hospital. They may be independent contractors engaged in the private practice of medicine who have been granted the privilege of using Northside Hospital facilities. The Hospital does not control the diagnosis and treatment of patients, or the exercise of medical judgment, by these independent contractors. If you need assistance with making a payment or would like to set-up a payment plan, please contact our office at ************ for assistance.

  Thank you,

  
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  *********************************  Floor | ******* | ** | 30318
  Office:  ************ Fax:************
  ********************************
  
  

  Customer response

  02/20/2024

   
  Complaint: 21268104
  
  I am rejecting this response because it is not what I am complaining about. I have already spoken to my insurance about this and they advised me that they received two of the same ***************** for the one visit. I was told that it needs to be reprocessed but no one is doing that. I dont have this to pay. I already get the premium deducted out of my paycheck and having a big bill like this is going to set us so far back. 
  
  Sincerely,
  
  ***************************************

  Business response

  02/26/2024

  Good morning,

  The billing statements that you've provided are for pathology (lab services) and radiology (professional services), is addition to these bills you are also billed by the facility as the place in which the services were provided. When having outpatient service at a hospital setting you may be subject to your co-pay, deductible or co-insurance as applicable or as assigned by your insurance. Please review the About Your Billing brochure as it clarifies that in addition to the bill that you your physician, physician assistant or nurse anesthetist for professional services rendered receive that you will also receive a bill directly from Northside Hospital.  If you need assistance with making a payment or would like to set-up a payment plan, please contact our office at ************ for assistance.

  Thank you,
  Tyshaya ***** El-****
  Operations Coordinator
  Customer Service
  *************************************************************** |30318
  Office:  ************ Fax: ************

  Customer response

  02/27/2024

   
  Complaint: 21268104
  
  I am rejecting this response because:
  Youre charging me for walking into the establishment and then laying on a table ? 
  

  the code that was used for the billing is the same as the radiologist billing code. 
  Sincerely,
  
  ***************************************

  Customer response

  02/27/2024

   
  Complaint: 21268104
  
  I am rejecting this response because:
  Youre charging me for walking into the establishment and then laying on a table ? 
  

  the code that was used for the billing is the same as the radiologist billing code. 
  Sincerely,
  
  ***************************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Unfair billing practices! In Sep 2023 I was told I needed a heart catheterization.I have ********** and was told that I could pay $6500 cash or 25% of the procedure which was $ **** and they would file with *********.I opted to pay the $**** since I knew there would be more bills and I would need it to go towards my deductible.I was told I was responsible if ********* didn't pay.I spoke with ********* and was told that First Health (*********) was contracted with Northside Gwinnett and it would be covered so I went ahead.A few days after my procedure I started to feel nervous about it, I'd talked to several friends who have had terrible experiences at Northside with billing.I called and asked if I could switch to cash since NOTHING HAD BEEN PROCESSED YET but was told I could not.I've gotten a bill every month since Sep that said **** balance due pending insurance. Finally on Jan 11 I received my first bill which states PAST DUE Delinquent account that I need to pay $18,148.17 in addition to the $12.900 that ********* paid and the $**** that I had paid. In total Northside Gwinnett has received over $21,000 in payment when the cash payment would've been only $6500.They are charging me $39,434 total and they refuse to adjust it. In addition, the amount I was told the procedure would be was $33,500 prior to any insurance filing.They raised the total another $5900.The average cost of a heart catheterization in the US is between $2000-$9000. They are charging 4 times the high end of the spectrum.In November I was ordered a methylene challenge breathing test and wasn't offered a cash discount.They have charged me $8209 for that test which usually averages $500-$2000.These are all just the hospital bills and don't include billing from physicians which I have paid several thousand dollars to.I don't qualify for assistance.I plan to file a complaint with my state representative. I guess they need the money to pay their CEO and for all of the new buildings they are erecting.

  Business response

  01/19/2024

  Good morning,

  We are able to send a cancel claim to your insurance and apply the 75% discount. The remaining amount due to satisfy the balance is: $1,483.71. If you accept this adjustment, I will have a leader from the self-pay department reach out to you to secure the remaining amount due to close out this account. 

  Thank you,

  Thanks,
  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service
  *************************************************************** |30318
  Office:  ************ Fax: ************

  Customer response

  01/19/2024

   
  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

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had emergency surgery in March of this year. I don't have health insurance so when I went in for a follow up visit the receptionist gave me papers to fill out for financial assistance. While filling out the paperwork I had some questions so I called around and eventually was lead to financial assistance. The woman who answered claimed that she wasn't financial assistance and for me to email. I did email financial assistance twice and never heard back. I waited 60 days to see if I was eligible for financial assistance and never heard back. I have tried calling and I get connected to someone who connects me to someone who connects me to someone and I eventually end up having to leave a voicemail. I never get a call back from any voicemail I leave. The bills keep coming in and now I have debt collectors calling me because I can't afford to pay off these bills. It is ridiculous that financial assistance is offered but they never get back to you about your paperwork or that you can ever get someone on the phone.

  Business response

  11/28/2023

  Good afternoon ************,

  I have attached your financial assistance approval letter for your review, your account balance is now 0. Please let me know if there is any additional assistance needed.

  Thank you,

  
  Tyshaya ***** El-****
  Operations Coordinator
  Commercial Reimbursement & Customer Service
  *********************************  Floor | ******* | ** |30318
  Office:  ************ Fax: ************
  ********************************
  The greatest gift that you can give another is the purity of your attention.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/13/22 my 85 year old father was imitate to hospital for heart problems. He is still here and today is supposed to be the day he is released. He is a type 1 diabetic. I arrived here at about 1:20pm 11/15/22. He had not been fed ..no breakfast, no lunch and no explanation, nothing. Again he is a diabetic. He called someone but no one came. I need to understand this kind of care because, it is inconceivable to me how this happened. Not to a 85 yrs old diabetic with heart problems. I would like a call and an answer.

  Business response

  11/16/2022

  Good morning,

  I've sent over a copy of your concern to our patient relations department as this concern would be better handled by one of their representatives. Would you be willing to provide your father's name and date of birth as this information is needed properly investigate your concerns regarding the care provided. 

  Sincerely,

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

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Patient Relations, I am reaching out for your assistance for an ongoing billing error with Northside Gwinnett since June of this year. I went to emergency room on June 21st 2022 at Northside Gwinnett .I was taken by ambulance due to severe chest pain. The two choices including yours were both out of network which shouldnt have mattered due to the emergency nature of my situation and they chose the cloest hospital which was Northside Gwinnett. Subsequently I received a bill from you contacted both your billing department and Aetna at least 4 times or more being told by both it was being "re coded" and would be corrected. Not only is NOT corrected they just added more onto the bill and keeping putting OUT OF NETWORK. Emergencies per Aetna guidelines are considered in network for billing purposes. Why is it no one can fix this ? This should be an paid emergency room visit. I believe they have made an error thinking I was admitted or had surgery or observation but I was not . I believe it was coded in such a way that appears to be causing this billing issue with *****. I am at my wits end trying to get this resolved now since **** being told each time that it would be fixed. Please talk to ***** and get on the same page and resolve this. It's now showing as "Final Bill" and that it might be sent to collections. Please resolve this immediately . I do not understand why this is such a difficult thing to resolve. I would appreciate your immediate reply.***************************** DOB 03/31/******************* Cell ********************** P.S. Please make a note to allow *********************** (my Ex Husband) to speak with my permission to you also .

  Business response

  10/28/2022

  Good morning,

  After careful review of your account and associated billing statement we have identified an error in the way our claim was billed to the insurance. Our billing department corrected the error and has rebilled this claim to this insurance as a "corrected claim" on 10/27/2022. Once the claim has processed with the insurance, you will receive a statement that shows what the insurance has paid and if there is any patient financial responsibility assigned to you by the insurance. If you have any additional concerns, please reach out to our office at ************ for assistance.

  Thank you,

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

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20, 2022 my wife (***** Her) and I (Bee *****) went to Northside Hospital Address: **** Medical Center Blvd, ************************************** due to some upper abdominal pain.We recently moved from ********** in March to ******* and haven't got any health insurance.When everything was done, a lady came into our room and have told us about options regarding payment plan since we didn't have any insurance.She have inform us that we can either do a payment plan or if we pay today, then we would get a discount of 75 percentage and the total would come out to $625.00. We have never heard of that from any hospital before in ********** but figure maybe it was because of different state so we took option 2. We paid off the $625.00 and went on our way home. About 2 week in, we received a **** from Northside Hospital that state we owe $4,618.00. We were shock, surprised and confused. Why did we owe that? We thought we paid it off that day so my wife called the customer service phone number on the **** and explain to them what we were told that day regarding the ****. They check and told us that the person who billed us never apply any discount to the **** but instead put in that we pay part of the **** which is $625.00 so we still owe the rest. We were stunned, shock, and mad to heard that after we were mislead and thought we pay off the hospital **** that day already.My question is that is there any way to dispute the remaining ****?What should we do now, we don't have that kind of money?Please need some help, any help and any advice regarding this matter at hand.I am planning to speak with the management and billing team at that hospital this following week and see what to do next.I am just so mad and it get me so frustrating to have to think about the situation and how I personally felt that they either lie to us or mislead us.

  Business response

  07/14/2022

  Good morning **************,

  I do apologize the billing statement that you've received is incorrect. After careful review of the account in question I discovered that the 75% prompt pay discount wasn't applied correctly to the account, the adjustment has been applied and the correct remaining balance is $685.75. If you need assistance with setting up an payment plan or you're interested in applying for financial assistance to assist with the reaming balance, please reach out to our customer service department @************.

  Thank you,

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My hospital **** is still pending at Gwinnett Northside Hospital in ************* and I was approved for financial aid back in December,2021 and right away I have contacted the hospital gave them the information but improperly or inaccurately still they sent my account to collection department when they should have adjusted my account to zero balance, now I have been contacting them from past few months continuously every time the customer service says they will adjust the account but still as yet did not do anything its still pending with same balance at the collection company I dont know whats going my Finacial aid letter from the Gwinnett hospital will be expire on this coming mid of June please help , I need immediate solution I can provide any documents you guys need please help me , I would highly appreciate it I am attaching my Hospital **** which should been zero and Finacial aid letter , please help

  Business response

  04/13/2022

  Good morning,

  Your visit for date of service 8/3-8/5 is still being worked by one of our agencies to try and identify third party liability. I see where you were approved for financial assistance, so if payment is not received from third party your balance will be adjusted off. You will not be responsible for any of the balance. I will send an email to the collection agency and instruct them to stop all collection calls. 

  Thanks,

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

  Manager, *************** Services

  Customer response

  04/13/2022

   
  Complaint: 17018784
  
  I am rejecting this response because whats taking so long I sent them the financial aid letter back in December, 2021 now its April, 2022 and my financial aid letter will expire on June 30 , 2022 who is third party they are talking about its all total Gwinnett hospital **** none third party involved so please zero out the balance and close my account and I immediately need a closing statement with zero balance please since the hospital every time gave me same response that they are working and they will adjusted right away but still its the same status of my account , they are not doing anything whats taking them so long its only one account? Please close my account immediately! If you need any more documents or information please let me know please help resolve this matter immediately I would appreciate it, thank you 
  
  Sincerely,
  
  ***************************

  Business response

  04/13/2022

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

  As I stated, you do not owe anything and your balance will be written off to charity. The letter approval letter you have covers the date of service for this visit. When it expires in **** it simply means any visit you have with a date of service after **** would not be covered under charity, and you would be required to apply again. So to reiterate, you do not and will not owe anything toward this visit. 

  Thanks,

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

  Manager, *************** Services

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was transported to Gwinnett Medical Center on, or about, 1/28/2020 because of a kidney stone. I gave the hospital all my insurance information, address, and identification. For whatever reason, the visit was classified as an automobile accident. The hospital sent me a **** in 2019, of over $16,000, for treatment after the accident. Until I received the charges, I wasnt planning to *** the other driver. I was forced into a lawsuit, and my insurance company placed a note on my hospital account, a practice designed to ensure all hospital bills were reviewed by USAA first. For the last two years, the hospital, now called Northside Hospital, has been hounding me about a **** of more than $5,000. My insurance coverage is more than sufficient to cover this payment. However, as a result of the misclassification, neither my primary nor secondary insurance, paid out. I researched the problem, and was told the way to resolve the problem was for the hospital to refile the claim, with the explanation for the delay. Over the past two years, Northside has been calling me nonstop. Ive told them at least three times already not to call me anymore. Northside has to resubmit the claims to both insurance companies, with an explanation of the delay. Northside Hospital has to take on the task of dealing with the insurance companies. They have not acted in good faith.

  Business response

  12/16/2021

  Good afternoon,

  Thanks for providing the information. I will follow up with the insurance manager to get a status on your visit and whether a claim was filed to ******** indicating your visit was not accident related. I will contact the patient directly once I receive a response.

  Thanks,

  *****

*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. ↩