ComplaintsforWellstar
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Complaint Details
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Initial Complaint
12/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 8/26/2021 my son, ***********************, was admitted to Wellstar ER for respiratory distress. We were never informed of any high cost lab work being done, and Among the bills for his care there is a ***** lab fee. For some type of swab we believe. We have been disputing this charge and seeking & requesting an itemized bill from Wellstar for 6+ months with no clarity on what this ridiculous charge is. We have had similar procedures in the past at fractions of this cost, and believe this was a coding error or intentional upcharge thats being obfuscated and why an itemized bill is being withheld. This bill is now with collections and impacting my credit score, because Wellstar wont supply an itemized bill. Acct ***********Business response
12/07/2023
I have spoken with ***************************** and explain that the charges have nothing to do with patient guarantor responsibility. Patient guarantor responsibility is solely based on her co- insurance. Patients visits are paid by the insurance on a case-by-case rate.
Inquiry regarding account was made after account went to bad debt collections.
Parent questioned difference in charge amounts for prior visits. I explained the child came through the emergency room and visits are treated as such, an emergency. Physicians determine the appropriate level of care, assessments, labs, imaging etc. Physicians do not discuss the cost for emergency room services and a prior visits cost would not determine a future visit cost. Patient guarantor also signed the consent to routine procedures and treatment, section IV of the consent explains assignment of benefits and financial responsibility.******** requested Itemized bills for visit in question and prior visits The patient guarantor is aware that her Itemized bills have been requested and she will receive them within **** business days. ******** has direct contact information for Wellstar Billing Complaint & Resolution, leadership.
Patient guarantors insurance has also changed since the last visit, prior insurance covered visits at 100%, current insurance did not cover services at 100%. Patient responsibly will remain the same.Initial Complaint
10/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 9/23/2022, I made contact with WellStar Medical in-house collection department, ************************ This was not my first experience with this agency since I dealt with medical billing issue with WellStar begin for me in ****. My first interaction with MRS was met with a very nice CSR who understood the situation and took proper action to prevent any negative financial actions to the customer, myself. On this day,09/**/2022, my experience with this agency was met with some hostile, rude individuals (***, CSR and ************* who claimed to be the supervisors) that caused undue stress and worry that did not have to happen. Their treatment was rude, dismissive, very unaccommodating to me as a customer and client to this health care establishment. At one point, i ended the call because to prevent escalation but called back to speak with the supervisor who lacked decorum and knowledge of recent laws concerning medical billing practice and refused to help but remained combative even to the point of hang up on me during the interaction. fyi.. I have the ************* of this "conversation" that was recorded for additional complaints about this incident. As I mentioned to these two individuals, payment is not the issue as I do have insurance and a health spending account that should cover any overages outside of my medical coverage plan. They only had to resubmit or recycle the claim to my insurance company the same why it was done before when first made contact with this agency. But what they did was allow yet another medical bill to impact my credit that following on 09/27/2022 in retaliation to our interaction. This has caused mental stress and financial hardships that could have been avoided. I am not someone to walk away from what i owe.. work hard to make sure everything is taken care of .. I have paid WellStar from my insurance and spending account. Accourding to mychart, they total amount owed is $965.46.Business response
10/04/2022
Please remove my name from these complaints. This is the wrong department and person to respond.
Please review your records for the correct contact for Wellstar ****** Systems or place a call to Wellstar Corporate for Assistance.
Thanks
Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 5/20/2022 7:30 AM CT Lung Cancer Screening Baseline (PC/Ins). The results are in my chart. I was the scheduled for a ct-guided biopsy on 6/22. This was aborted due to my heart rate dropping to 44. They were aware of the heart issue and should have had me see the cardiologist before this procedure. Went to ***************** and had a stress test. They decided to go back and do the biopsy. It was scheduled for July 18. I arrived at 8:30AM and was placed in a room to prep for the procedure. I waited some time and finally was taken back to get it started. Everything seemed to be going very well. I was aware of everything going on and could feel the needle. Not sure how long this took but, according to the report, all went well and. according to the doctor's report, "A single solid piece of tissue was obtained. The specimen was sent to the lab for pathology review. The next day I got a notice of a new message in my chart. a ****************. "No tissue was present within the specimen container. The formalin was filtered and there was no diagnostic tissue." How is this possible? My major problem with this is there has been no contact form any of the people involved. If I had not seen this in My Chart WellStar, I would never have known it. Needless to say, I am not happy with this process and expect a full explanation. The first time I prepaid $545.39 on June 15. I then paid another $150 on July 17. To date I have not got anything for my money, and I am sure my insurance company has been billed also. I filed this with WellStar **** and they have failed to reply. On Monday July 25th I did get a call from *************. He said he just found out about the lost specimen, and he takes his office serious and would do a thorough investigation. That was a week ago and I have heard nothing else from him or anyone else. I feel I have been cheated, I really trust WellStar, but this really puts a lot of doubt in my mind. I need closer. I do not feel I am being unreasonable. Go read everything.Business response
08/11/2022
Please allow more time for the Wellstar customer service team, to investigate these concerns.Customer response
08/12/2022
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. Meaning I agree to give them a little more time to investigate this. This is only a small part of the issues I have with them. My problwm is I have been unable to contact WellStar admin.
Sincerely,
***********************Initial Complaint
05/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Wellstar is putting this disabled veteran in collections for bills, which I have a 100% disability as a veteran and coverage by the military, as well as, ***************** and Blue Shield. The customer service representative wanted to draft my bank for an amount I do not owe.June 10 2021 Preop Visit - billing me $215.20 but will not **** my insurance May 22 2020 $97.76 - I will pay, but Wellstar wants me to pay $600 - more than I owe May 21 2020 $35.53 - I will pay, but Wellstar wants me to pay ALL bills and some I do not owe May 14 2020 $45.00 - I paid a copay, but they want me to pay another copay Oct 11 2021 - ER Visit $221.99 - I will pay, but they wanted to draft my account $600 They've never sent a statement to my house. The bills are related to an accident which I was not at fault and they were instructed by legal counsel to ****: USAA MedicalBusiness response
05/25/2022
Wellstar is still investigating this concern. Please allow more time for a conclusion.Initial Complaint
02/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BEEN TRYING OV** 120 DAYS GET THIS COMPANY WELLSTAR WORK WITH ME ON MEDICAL BILLING AND FOR MEDICAL BILLING WH**E I ONLY CHECKED INTO THE ** WITH 5-8 HOUR WAIT I LEFT I WAS TOLD THEY WOULD REVIEW MY SETTLEMENT OFF** AND THE NEEDED ***** DAYS AND NOW NO HELP AT ALL Z**O AND SENDING TO COLLETION COMPANYBusiness response
09/30/2022
Wellstar is working promptly to investigate your concerns. Your BBB inquiry is still under review with our department and we will contact you once our review has been completed.
We thank you for choosing Wellstar to be part of your healthcare team. We strive for excellence and the best patient care.
If you have any questions or concerns, please contact our customer service department at **************.
Thank you,
Wellstar Customer Service
Initial Complaint
12/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account #*********** I been trying to get Wellstar to write off an invoice for my previous Covid 19 admission back in Aug. I been asking to get an indigent program to cover a balance since my insurance paid most of the hospital **** but just wanted to get this balance to write off. I been calling and sending messages to get this Indigent Program approved but without any success I haven't received any feedback.I called today and a financial representative ask me to contact cust. service and ask for a supervisor to get this account write off and cannot get a supervisor online even though I waited too long in the phone for assistance.Business response
02/10/2022
Please see attached pdf.
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.