ComplaintsforMemorial Health University Medical Center

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was visiting ******** ** on October 15, 2022 when I had a *** ********* with my heart so I went to Memorial Health for treatment. They proceeded to check me in and did perform an EKG, drew blood for lab work and did a chest X-ray. Because the emergency room was over flowing with patients I was never given a emergency room but was required to Sith in the lobby or hallway after each exam. It was in the hallway where I was approached by someone from the hospital asking me for insurance information and then requesting that I pay $400 as my share of the expense for the services being provided. After sitting by the nurses station in the ER area I was finally approached by a Dr who spoke to me for approximately 5 minutes and told me to schedule a visit with my cardiologist when Returned home. After returning home I received a bill from Memorial saying I owed them $1228.29 without any explanation as to where these charges came from. I then contacted them for a detailed bill and received it showing them I was charged $2962.44 for the emergency room. I then called and talked to a customer service person and asked what the emergency room billed included as I was never given an emergency room. She took my concern and informed me she would send it back to the hospital for answers. I never heard another word until March 2023 when I received the same bill again and this time a threat to send me to collection. Once again I called and started the process over again and once again was told the same thing. Not surprisingly I again haven't heard anything until I receive yet another bill for $1228.29. I have offered the customer Service people a settlement of $700 for the services they provided but I objected to paying for a emergency room that I never received. I'd like for someone to explain why I was charged a full emergency room charge when all I got was a five minute conversation with a doctor before I pay the entire amount being billed.

  Business response

  10/04/2023

  We are in receipt of the complaint filed by **** ******* and have thoroughly reviewed this matter. Memorial University 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 Memorial University Medical Center reached out to the patient on 10-03-2023 to the phone number listed on this complaint and discussed the patient's concerns. If the patient needs further assistance please have them contact Memorial University Medical Center directly. Thank you. 

  Customer response

  10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  **** *******

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My daughter was seen at the ER due to constipation caused abdomen pain at the Memorial Health University Medical Center on 10/27/2022. She was placed on a cart at the ER hallway for four hours then got discharged. We received a huge bill for the ER visit. We believe that the hospital over charged us. For example, the bill showed CT ABD&PELVIS W/CONT for $4,687.00. I found that the average price for the same CT in Georgia is $733. The bill also showed five lab (CMP, HCG QL Urine OTH THN Doo, Lipse, CBC, UA) tests for total $655.09. We asked the hospital why we got charged so much for the five lab tests while the Integrated Reg Lab Path also billed us for the same five lab tests done at the Memorial University Medical Center for $164. We have talked to the hospital’s five staffs—three of them told that they would mail the auditing report but we never received it. The 4th staff told that the auditing report didn’t find anything wrong but the fifth staff told that the hospital doesn’t do costs auditing since they just bill the allowable amount on 7/28/2023. If the hospital doesn’t do cost auditing, why three staffs promised me they would mail me the auditing report and the fourth staff told that the auditing report didn’t find anything wrong? It’s obvious that some staffs lied about the auditing report. When I request to talk to a manager or just give me the manager’s phone number, one staff told that she doesn’t know the manager’s phone number; another staff told me to leave a phone message to her manager. I left a phone message to her manager but her manager never called us back. The fifth staff refused to transfer me to her manager. She harassed me that if I don’t make a payment immediately then she would send the bill to collection. We have requested the hospital to correct the bill for the last eight months with no progress. Therefore, I am reaching out to you and hope you can help me resolve this. Thanks so much.

  Business response

  07/31/2023

  We are in receipt of the complaint filed by ***** ******** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Unfortunately, we are unable to locate an account with the information provided. Please provide additional identifying information for the patient’s account. Some items that may be of assistance are account numbers, address statements are being sent to, and the name of the individual listed on the account or statements. If the consumer needs assistance identifying this information please have them contact Memorial Health University Medical Center directly. Thank you

  Business response

  08/17/2023

  We are in receipt of the response filed by Huang Xiaojing and have thoroughly reviewed this matter. We again apologize for any confusion or inconvenience experienced by the patient. Based on our review of this account, on December 14, 2022, March 22, 2023 and June 26, 2023, the outcome of audit reviews was sent to the patients address provided at the time of service. According to the audit review performed, the charges were found to be appropriate. In further reviewing the account and in order to assist the patient in resolving the balance, a financial assistance application was sent to the patients address on file. If the patient needs further assistance please have them contact Memorial Health University Medical Center directly. Thank you

  Customer response

  08/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  1. I have requested the Memorial University Medical Center to send us the auditing report but we never received it.  One of their staffs named **** told that the Memorial University Medical Center doesn't do cost auditing. If they don’t do cost auditing, how can they send it? This is just a lie. In addition, nobody told about the financial assistance application while we were talking to the medical center staffs. We never receive a financial assistance application either.
  
  2. The charges are incorrect. For example, the average price for the CT ABD&PELVIS W/CONT in Georgia is $733 but the bill showed CT ABD&PELVIS W/CONT for $4,687.00, which is more than six times of the average price. This is price gouging. One of their staff told me that the Integrated Reg Lab Path used the medical center space to do the lab tests. The Integrated Reg Lab Path billed us for the five lab tests (CMP, HCG QL Urine OTH THN Doo, Lipse, CBC, UA) for $164 but the Memorial University Medical Center charged us again for the same five lab tests for total $655.09 which is about four times of the lab company bill. In addition, my daughter didn’t get a bed or a room in ER. She was placed on a cart for four hours on the hallway but the medical center charged us for the ER room for $3001.32. Obviously, the Memorial University Medical Center over charged us.
  3. I have asked four staffs to give me their manager’s phone number or transfer me to a manager but they refused to tell their manager’s number.  One staff even told me that she doesn’t know her manager’s phone number.  One staff transferred me to a manager’s phone and I left a phone message but nobody call us back.  This is awful customer service.
  Please send us an auditing report and correct the bill. Thanks.

  Regards,

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ***** ***** was seen in the ER on 09/20/2022. On that day, the ***** *****'s insurance information was provided. It also important to mention, the ***** *****'s insurance was the exact same as it had been when *** was born in the hospital in ****. My information was also provided and unchanged from when I have birth in that hospital in ****. The insurance policy holder's (*** ******) information was also on file and had remain unchanged. We started receiving bills for the full balance of $341.03 from Memorial University Medical Center (**** *** ****** ********** ** *****) in December 2022. I contacted the company as ************, gave them the issued account number of *********, and relayed that insurance should be billed. We received the second bill for the full amount in January 2023. I once again called and relayed that insurance should be billed. We received our third bill for the full amount on April 13, 2023. I called again and this time was told that the insurance denied the claim due to an incorrect DOB. This was very puzzling as our insurance (which was called before calling Memorial) stated they never received a bill for a date of service 09/20/2022. When this was relayed to the representative on the phone, I was told that this is not a "they" issue. At this point, the billing company has failed to submit a claim to the insurance company and is harassing my family to pay out-of-pocket. This is a violation of their contract with our insurance company, who they matter of factly accept.

  Business response

  04/26/2023

  We are in receipt of the complaint filed by ****** ******* and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Upon receipt of the complaint, Memorial Health University Medical Center is proceeding to process a claim with ******* ****. This can take from 30-45 days for insurance to process. We appreciate the patient’s patience while insurance is processing. Per the patients request, to prevent correspondence from being mailed out we have applied a cease and desist to the account. The patient would only be contacted via phone communication. If the patient needs further assistance, please have them contact Memorial Health University Medical Center directly. Thank you

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had surgery at Memorial Health University in Savannah on 4/11/2022. The day before, I had a new primary insurance become effective, but of course had not received the information yet. I began contacting the billing dept in June after giving them the new insurance information in May. I have made 8 phone calls since, periodically, each time receiving a different answer. They have so far refused to refile the insurance claim with the new primary insurance company, which would then make available information to file with the secondary insurance company. 2 wks ago was the 2nd time I've been sent to a supervisor's VM, with no call received either time. I'm told the "account is closed and there is no balance due". While that is the case on their end, due to the double coverage in insurance, they not only owe the insurance company they have billed money back, but they owe me an unknown amount back, as I was forced to pay my "estimated amount" upfront the day of surgery. I have also asked twice for an itemized bill so that I could submit it on my own, but can't get them to send me that, either. The insurance company that was billed states there is nothing they can do until a claim is submitted to the primary insurer, which is what Memorial is refusing to do.

  Business response

  02/15/2023

  We are in receipt of the complaint filed by ***** **** and have thoroughly reviewed this matter. Memorial Savannah strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. We have requested the patient’s insurance be billed as requested. Please allow the appropriate time for this to process. If the patient requires further assistance, please have them contact Memorial Savannah directly. Thank you.  

  Business response

  03/02/2023

  We are in receipt of the response filed by ***** **** and have thoroughly reviewed this matter. Again, we would like to apologize for the patient’s experience. Memorial Savannah strives to provide excellent customer to ALL patients. If the patient wishes to speak with a contact at the facility directly, they can do so by contacting ******* ******* at the following phone number, ************* Thank you.

  Customer response

  03/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.  This is a satisfactory step towards resolution of the matter.  I will consider the matter resolved once Memorial has completed the necessary steps and returned the money due to me.  

  Regards,

  ***** ****

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 22, 2022 I received a collection notice from *********** Inc. dated November 16, 2022 regarding a past due bill for Memorial University Medical Center, **** ****** ******* ********* ******** ******* ****** *********. I double checked my MyChart account and it reflects a zero balance and there is no bill for this account number. Upon calling ********** I was informed that it was for a visit date of June 7, 2022 for a balance of $31.35. I have attempted to contact Memorial Health University Medical Center's billing office and I am unable to speak with anyone regarding this outstanding bill and received a recording that I must submit a request for itemized statements in writing through **** and the recording hung-up. I would like to know why this bill was turned over to collections when my MyChart account reflects a zero balance and I have never received a notice or billing statement from Memorial Health University Medical Center. I believe this violates the Federal Trade Commission Act.

  Business response

  12/02/2022

  We are in receipt of the complaint filed by ***** ******** and have thoroughly reviewed this matter. Memorial University Medical Center strives to provide excellent customer service and we apologize for any confusion or inconvenience experienced by the complainant. At this time the account is reflecting a $0.00 balance due to a payment being made on 12/01/2022. If the complainant needs further assistance please have them contact Memorial Universal Medical Center directly. Thank you.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Memorial hospital ER on May 23rd '22 due to my blood pressure dropping over 20 points and my heart rate jumping over 20 points when I would go from sitting to standing. I felt dizzy I couldn't drive myself there and very weak and strange, it was scary. I suffer from anorexia but I am at a heavy weight even though I've lost over 60 lbs due to restrictive behaviors. So I don't look like your usual eating disorder person. I was instructed by my outpatient team, dietitian, Psych doc, and theripist to go to the ER to get fluids and get checked out. I went to the ER and even though I explained why I was there, due to bp dropping, noone took a sit/stand BP for over 4 hrs until I asked them them to please check sit/stand BP before iv since if they did it after it would not be accurate. I was responded to by anger and accused of refusing my iv and that was shared to other nurses at the desk as they were talking about it while next to me helping other patients. Finally they did the bp check and it was really high and I was told there was only a 10 point drop and that's normal, then the doctor came in, ** ****** ****, who was defensive asking me what was wrong cause all my blood work and tests came back good. I tried to explain what I experienced prior to coming to the ER and he cut me off and was extremely discriminating-the nurses as well, saying my tests came back great and my bp numbers were not "low" so I didn't need to be there and he was sending me home without fluids. He based my "health" off looking at my weight, my labs, and the fact my bp was not extremely low like the version of someone who is classically anorexic, under weight. Not all people are under weight and their BP is 60/40. I was not heard as a patient and sent home without treatment. And when I had q's they called security to escort me out. I felt so hurt and treated like a criminal, they didn't care about me but how fast they could get people in & out and not taking the time to actually treat

  Business response

  05/31/2022

  We are in receipt of the complaint filed by ******* ******* and have thoroughly reviewed this matter. Memorial Health University Medical Center would first like to apologize for any confusion or inconvenience experienced by the patient. On 05/25/2022, we entered a quality of care on behalf of the patient for review. The reviewed was conduced and the patient was mailed a letter to address their concerns. If the patient requires any further assistance, please contact our office directly. Thank you.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Heart & Vascular Institute with Memorial Health charged me ($210.47) for a service that was not done and even sent the bill that I am not responsible for to the debt collector (Medicredit). My primary doctor and his nurse have been calling that billing office and tried to help retract this bill but couldn’t make any progress. Therefore, I am reaching out to you and see if you can help me: 1. ask the Institute's billing office (*******-****) to pull the bill back from the debt collector. 2. ask the billing office to cancel the bill because the service was not done, and the patient shouldn't be responsible for the amount. Here is the longer story: My primary doctor *** ***** ordered me a heart monitor from the Heart & Vascular Institute to wear for a week. I started wearing it on November 11, 2021. One week later, I returned the monitor to the Institute, and they assigned a cardiologist to read my data. Then they lost my data and provided me with no results. *** ***** was about to order me a monitor again, and I said let's wait and resolve this bill first. Since then, his nurse has gone extra miles helping me call the billing office, but couldn't get the bill retracted, and she asked me to also call the billing office. Each time I call the billing office, I got transferred to the debt collector ((Medicredit). The debt collector wouldn't listen to my explanation either, and they just wanted me to pay the $210.47 that I am not responsible for. I know the billing office has the power to pull back the bill from Medicredit, and don't understand why they won't help me. It doesn't make sense for a patient to pay for a service that is not done. It is not fair for them to send this wrong bill to a debt collector, and who later send it to credit bureau to damage a patient's credit. I really hope this get resolved and won’t happen again to any other patient in the future. Therefore, I am reaching out to you and hope you can help me resolve this. Thanks so much! *** **

  Business response

  05/25/2022

  We are in receipt of the complaint filed by *** ** and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the patient. We are in the process of reviewing and auditing the account regarding the patient’s concern. We ask for patience as this review is conducted. If the patient needs further assistance please have them contact Memorial University Medical Center directly. Thank you.

  Customer response

  05/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because my account has not been resolved. Each time I contacted Memorial University Medical Center billing office, no one assisted me. My primary doctor's nurse has been trying for months to call the billing office as well, but she couldn't even get it resolved. And this was why I reached out to BBB for help. I am simply asking them to  (a) take the wrong charge off my account , and(b) retract from Collections the bill  which was not supposed to sent there.

  Regards,

  *** **

  Business response

  06/06/2022

  We are in receipt of the complaint filed by *** ** and have thoroughly reviewed this matter. Memorial University Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Upon receipt of the consumer's concern, we reviewed this information, and at this time, an adjustment is being made on the account. Please allow the appropriate time for the adjustment to be made to the account. If the patient needs further assistance please have them contact Memorial University Medical Center directly. Thank you.

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