Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Initial date of visit was around 12/06/2024. The provider was supposed to put in a request for me to receive treatment at an infusion center. They were supposed to send a request to the infusion center. After 4 weeks no one from the center had reached out to have me schedule. I contacted the office. They told me the referral was still pending and to contact the referral office. I contacted them and the provider never submitted the referral. Once I got back to my provider they finally sent the referral over. A week later they notified me the infusion center needed consent for me to schedule. The providers office told me I had to come in to sign documents, which I didnt have time to do. I asked if I could sign an electronic version and was told to contact the infusion center. I contacted the infusion center and they notified me that at the bottom of the paperwork they sent to my provider, it said they could do a confirmation over the phone. I reached back out to my provider via their patient portal to let them know I could do a consent over the phone. Their patient portal says they respond within 48 hours. Since I sent this message, Ive never heard back from the office. January 21st is the last time the office responded to any of my messages via the patient portal, I called 8-9 times, left three messages within a week, was told the next week on a Monday the office would reach out to me when ******* was back in the office from being sick. No one reached out to me, so 4 days later I had to call the office again. The office never went over the consent form with me, they just approved it and sent it to the infusion center. Then I found out the parameters on the therapeutic phlebotomy were incorrect based on my lab-work, tried to reach out to the office again and have not received a response. Its now 2/5/2025. Its almost feels like theyre refusing to contact because they screwed up and had to deal with someone holding them accountable.

  

  Business response

  02/07/2025

  I am writing in response to the complaint submitted. Our CommonSpirit ************* Patient Representative spoke with the patient on the morning of February 5, 2025, to discuss her concerns in detail. We are currently addressing her issues through our established grievance process.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Common Spirit sent me a bill for $1000.00 for services provided in Dec. 26th 2023.I explained to them my insurance covered those services and I made payments during March 2024 and must probably be an error to what they said it was because some accounts were lost during the change of ownership of the hospital. I requested a detailed invoice and they just sent me another general bill with the amount. when I called the phone number provided, an automatic voice warned me that phone number is associated with recent scams and I should hang up immediately. I just want them to accept their mistake and stop charging me those $1000.00 that who knows where they came from. 

  

  Business response

  01/23/2025

  Hello *** *******, 

  It was a pleasure speaking with you today. I apologize for the phone issues you experienced yesterday when our call center lines were down. I understand your concern regarding the voice messages combined with the delay in receiving your bill. Our transition in ownership did cause delays. 

  My specialist successfully cancelled your payment plan and we adjusted your remaining balance of $1000 to $0. I have attached an itemized statement that reflects the $0 balance remaining on your account.

  Please feel free to contact me directly with any concerns,

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

  Customer Service Manager

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

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had services in July of 2023. I paid for the services and now they are sending me bills 2 years later. I am not getting helped from their billing department to correct their error.

  

  Business response

  01/14/2025

  My name is ******* ******. I am a Manager in the **************************************** I spoke on the phone with Ms. ****** today. I was able to resolve her concerns. She no longer has an outstanding balance for DOS 7/20/2023. Ms. ****** was grateful and please with the outcome. I left my direct lien with her if she needs any additional follow-up.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/11/23 I called the ******************************************** in ********* and asked if they had a wait for *********** that I needed confirmation of an umbilical hernia. My GP was out on medical leave and the *********************** in ******** told me to go to URgent care as they could not get me in for at least a month as a "new patient" due to my physician being unavailable. I dropped my kids off at school and drove myself to urgent care (also an ****************** location) When I arrived and checked in I again confirmed I was there for *********** to be seen for a possible umbilical hernia, it was uncomfortable but not painful and my ********* referred me. I was the only person in the waiting room so I signed the black signature box and went right in. The PA and Doctor both asked me if I could be pregnant and I said no but they wanted to confirm with tests, They also wanted to get a better image of hernia with a body scan which I agreed to. I never agreed to Emergency room services nor would I agree to the nearly $5000 charge I received after my visit. I appealed with my insurance company who told me the doctor would need to change the "code" for my visit. When I tried to find the phone number for Centura ***********, google notified me it was "permanently closed" I called insurance for a 2nd appeal process and urged them to help but instead my bill was sent directly to collections. I tried settling with collections for a lower rate but they will only offer a 50% off settlement. The facility in question now goes by ******************* I have also called and appealed for a "Code" change and to change the charge from ***************** to *********** and to notify Aargon collections to update bill amount to the *********** Charge not the Emergency Room Charge and they told me they will submit the request which could take up to 30 days. I feel scammed by the former Centura Golden and now fear for myself and family going to any ***********

  

  Business response

  09/12/2024

  Good afternoon, 
  I have reviewed this account and these are my findings:

  
  1. Patient was seen on 12/11/23 at the emergent/urgent care in ******, CO
  2. Physician determied that a ** scan and labs were required to diagnose the patient and a disclosure was signed by the patient reflecting that decision - see Young ********** (attached)
  3. Patient's insurance processed the claim and we applied the explanation of benefits on 12/26/23, leaving ******** as patient responsibility to fullfil the patient deductible
  4. Statements were sent to the patient on 1/25/24, 2/22/24, 4/18/24, 5/16/24, and 6/13/24 - each contains the phone number for the ***********
  5. Patient formally disputed the charge for the ** scan on 3/19/24
  6. A clinical audit of the charges was performed on 3/20/24, confirming that the ** ****** ** Scan, and labs were billed accurately
  7. The results of the review were sent to the patient in a letter on 4/17/24, *************** (attached), which included the clinical audit results and a financial assistance application
  8. Patient called on 5/8/24 to dispute the visit being changed to an ** level and the call center explained that the physician determines that after determining the care needed to care for the patient
  9. The *********** called the patient an additional 12 times and left voicemails before her account was sent to the **************** there were no calls back
  10. On 8/19/24 the account was sent to our *************** who left 3 voicemails before the patient contacted the *********** on 9/9/24
  11. The *********** explained that her dispute was reviewed, all charges were correct, and the ** ********** was signed by the patient, *********** offered financial assistance again but it was refused
  12. The *************** received a call from the patient on 9/9/24 and the patient offered to pay $500 because "the doctor messed with the code"
  13. The *************** sent a note to our disputes team to review the coding and change to ** care and the account is currently on hold as of today
  

  The patient's insurance processed this claim as in-network and is contracted with our facility. The remaining balance due is patient responsbility according to the Explanation of Benefits from the insurance provider. The services received during this visit were outside of the level of *********** and has been appropriately charged as an Emergency Room visit. Charges are accurate and the *************** has offered a 50% adjustment to settlement the balance.Financial Assistance is also an option for the patient. Our financial assistance policy is very generous and especially helpful for families with high deductibles. 
  

  *************************** - ************************* Experience

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17th my boys went in for echo's and the guy at the front desk told me we had a balance. I knew this because we had just received money from our HSA from my daughters ER visit back in April. I told him I would like to pay it and now would be a good time. So I wrote the man a check for $981.71. Starting in August CHI began calling me non stop wanting payment for my daughter. I stated that we paid the money in July several times. On the august 23 after at least three phone calls a day I finally sat down and talked to two ladies, the first which barely spoke English and could not understand me nor I her. Next, I spoke to a woman named *******. While she was nice she kept telling me that the payment was applied to the wrong account and that it was somehow my fault. The account number applied in the check are not in my hand writing. She stated there was nothing she could do until insurance cleared everything. She told me, that my phone number is linked to several accounts. None which are linked and that my payment, which was added to the wrong account could not be moved. I stated that they misappropriated my funds and that I would have no way of knowing that I had several accounts with them. I asked to be put through to her director but was told it would be 24 hours until I could receive a phone call and because this is Friday it would probably be Monday. ******* also stated that the accounts could not be linked and basically it would be my responsibility to be aware of that moving forward. She also stated that I would receive a refund when insurance came through from the echo's that were done on the 17th. I feel deceived and lied to all the way around. Good ***'s treatment was wonderful and we love going there but the billing is a nightmare.

  

  Business response

  09/03/2024

  To Whom It May Concern:
  
  Thank you for bringing ***********************************  concerns to our attention. Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to *********************************, please feel free to contact our office at **************.
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I had immunizations on 11/30/2023 for the Flu, Shingles and ******19 booster. We have insurance, are over 50 and the services should have been completely covered. Centura is refusing to accept United Health Care's coverage of the ******19 booster even though our insurance United Health Care has confirmed our balance should be $0 as they covered the services. We have received a bill for $424 and now a follow-up for being overdue while we are trying to resolve this.We have spent hours on the phone over the past several months with both Centura and United Health Care. One of the representatives of United Health Care (Keesa) called Centura on 1/25/24 to explain the services were covered and we no longer have any financial obligation for the services.*******'s hospital website even advertises that the ******19 immunizations are free, yet we are being charged even with insurance. We are attaching the Centura statement, a screenshot of the hospital's advertising of no cost ******19 immunizations. and United Health Care's statement of benefits.We would like the charge removed.

  

  Business response

  02/26/2024

  Thank you for allowing Centura Health to care for you. Serving our patients and communities is our passion. This email is to acknowledge that your patient account/billing dispute has been received, and is in the process of being reviewed. Once the review has been completed the findings and our final determination will be communicated back to you by letter. We are sorry to learn that you have been dissatisfied with the insurance and patient billing process,as experienced, to date.
  
  Please be advised that this process may take ***** days. If you have not received a resolution within 60 days, you may call our *********************** to check the status of the dispute. Our **************** number is ************ or ************.
  
  Note: Patient Account/Billing issues exclude the Patient Grievance Process,Quality of Care and Clinical Concerns. These issues should be referred to the ************ Representative/Advocate.
  
  Details surrounding the Patient Grievance Process and a current list of the appropriate ************ Representative, by facility, can be found at the following link:
  
  *************************************************************************
  
  We appreciate the opportunity to serve you.
  
  Sincerely,
  The Centura Health Patient Account Billing Disputes and Resolution Department 

  Customer response

  02/27/2024

   
  Complaint: 21293723
  
  I am rejecting this response because:
  
  We received assurance from the CommonSpirit ************** billing department the bill would not be considered past due during the time we are disputing this claim.  Immediately afterwards we received a past due email for this disputed charge.  I am not confident that during this process the hospital will not attempt to send this to collections during their stated ***** day review process.  We've been trying to resolve this for 3 months.  We are requesting that Centura Health escalate and expedite this claim.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Centura set me up on a payment plan, which I been paying since 2021. , all payments were made each month and I paid all new charges separately. so the balance did not increase. My statement on 11/8/23, clearly showed I was on a payment plan, a payment was made on 11/8/23 for $316.82 and a payment was made on 12/8/23 for $130.02. I was never informed via writing, email or phone that I was being sent to collections, nor was I past due for any payments at the time that I was sent to collections. I called on 1/15/24 because I had received a call about $90.02, which I thought was strange because I knew I owed more than that. That prompted me to call Centura to find out what going on. I talked to ******, who tried to help me and was very pleasant, no issues with ****** but I asked for a supervisor and was given ***** who bordered on condescending and refused to do anything but say he was "investigating", he could see the payment plan information and payments, he did not even try to help. I asked for his manager and he put some girl on named *** who was simply rude, claiming they would call back in ***** hours. They did nothing. ******* has clearly made a mistake in sending me to collections and their representatives refused any help or service.

  

  Business response

  01/29/2024

  The patient was contacted by phone and resolution was relayed directly to the patient. The patient is satisfied with resolution. 

   

  CommonSpirit Health

   

  Customer response

  02/03/2024

   
  Complaint: 21149839
  
  I am rejecting this response because: I recently received 3 collections notices from *** Services due to the Centura bill....shoeing I owe these amounts. I need correspondence that this is no longer a collection item.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/04/2024

  Hello,

  The patient was contacted on 02/15/24 and was provided resolution.

  Sincerely,
  The Patient Account Billing Disputes and Resolution Department 

  

  Business response

  04/24/2024

  We reached out directly to the patient today and resolved this issue for her.  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No working heat in this office building since 1/2/24. Temperature currently 52 degrees inside the office. Despite multiple complaints - issues is still not resolved. Management said portable heating units would be provided in the interim but we still have no portable heating units for **************************************************************************** as of 2/7/24.

  Customer response

  03/08/2024

  Yes Common Spirit which is based in ******* is the company that manages **************************************************************************

  

  Business response

  04/09/2024

  In late December 2023, the heat exchange system at *********************************** encountered issues amid a cold front, with complete failure occurring on January 8th, 2024. Subsequently, over the following four weeks, multiple vendors worked on-site to devise a repair solution. By February 5th, 2024, a permanent repair plan was established, entailing the manufacturing of a new heat exchanger with a ***** week lead time. In the interim, from February 9th onwards, 63 portable heating units were installed throughout the building to mitigate discomfort, although some tenants opted to turn them off due to noise. Despite this, the units improved the temperature within the spaces. On February 28th, 2024, the portable units were removed, and an ***************** solution was implemented, achieving a heating capacity of 95%. Delays in this process were attributed to the intricacy of the work and solution. This interim solution is expected to suffice until the arrival of the new heat exchanger. While we anticipate completion by May 31, 2024, we remain cautious due to potential unforeseen circumstances.

  
  

  Customer response

  04/09/2024

   
  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

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/23/2022: Went to ER at Dignity Health YRMC. Diagnosed with broken hip, no surgeon available, sent by ambulance to Dignity Health CRMC for surgery.10/2022: Received bill from ************** YRMC, and CRMC. **** financial assistance application to all 3. 12/29/2022: Financial assistance granted at *****% by YRMC. 1/1023: ******************** to inform of *** approval, told they would process info, give it 10 business days. (On the back of their ***** it states that the ************* will accept whatever financial assistance granted by the hospital.) 2/2023: Received letter from collection agancy for 3 (of 4) medical ***** from DH *************. Called again, spoke with Heaven, told to email copy of *** letter, referencing 4 invoice numbers in the email. Email sent while on phone with rep. 4/21/2023: Received 2nd collection letter. Called medigal group again, told to FAX everything. FAX sent same day. Told to wait another 10 days. 5/11/2023: Called medical group, spoke with *********, told they had not received application, email, or FAX. Provided pbscustomerservice email to file complaint. Emailed complaint that day. Received response from customer service asking for a copy of the *** letter. Emailed letter that same day.5/12/2023: Received response saying I was not eligible for financial assistance because the date of service on the *** letter was 5/23 and doctor ***** were for 5/24-25. Also said not elibigle because insurance had already made an adjustment, balance was patient responsibility. *** policy states: "An underinsured individual is someone who has health coverage, but who has large medical ***** that are not fully covered by insurance." Emailed this to medical group. They have stopped all communication. Local financial office was informed of difficulties I am having with medical group and sent a 2nd letter, which I provided to medical group. I've been trying to pay bill since 10/2022 but medical group refuses to apply discount.

  

  Business response

  09/07/2023

  We did respond to ************ back on June 27, 2023 and had resolved the account at that time. 

  Customer response

  09/15/2023

   
  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

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ive had complications for most of the pregnancy. on feb 7 i had an *************** showed my baby to be 8 lbs, big baby! on feb 24th i had a dr **** and my obgyn felt at that time i had alot of fluid & wanted to run test to make sure baby was ok. obgyn ran test didnt get desired results immediately made me sign forms for c section and tubiligation then i was sent to l&d for more test which shouldve been 30 min to 1hr then sent home if passed if not baby should come out that night or next morning. baby failed test for 6 hours and they refused to take him out. a nurse even said cmon baby breathe and still they refused to take baby out to truly discover problem. instead they filled my already ****** fluid and swollen body with more fluid. baby was born in distress not correctly breathing and full of fluid. baby goes to nicu and mistreatment continues. I have already spoken to the director about this and was asked what I would like which is for this to never happen again after me, but I didnt think the nicu was going to cause more issues for me after our discussion especially after the social workers advised me that they want me to feel at ease and good about the baby having to stay in the nicu. Taking away my spouses rights to see our son and I just had a c-section and my tubes tied I need all the support I can get. I now cant even focus on my recovery being the only one allowed here. Ive never felt so sad in my life. Having a baby put in the nicu there is 0 compassion at ****************** Hospital in **********, **. They are feeding my son 2.5oz every 3 hrs its been 3 weeks and they still wont release him theres nothing wrong with him from what the doctors have told me. Please look into how this Nicu is ran.

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