Complaints

This profile includes complaints for Baptist Health Louisville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Baptist Health Louisville

  2701 Eastpoint Pkwy Louisville, KY 40223-4166

• 

  Baptist Health Louisville

  4000 Kresge Way Attn Patient Relations Louisville, KY 40207-4605

• 

  Baptist Health Louisville

  2400 Eastpoint Pkwy Louisville, KY 40223-4154

• 

  Baptist Health Louisville

  220 Lone Oak Rd Paducah, KY 42001-4444

• 

  Baptist Health Louisville

  2312 Hikes Ln Louisville, KY 40218-1402

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:03/11/2025

  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.

  My insurance agent and I were told I was in network, so I went ahead with the surgery.  Got a bill for $4,095.78.  I called & was told it's wrong, I owe $360 & I am in network.  got another bill for $4095.78-I paid it.  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair 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.

  After WAITING FOR ALOMST 4 MONTHS. Then borrowing a vehicle, the gas mo ey to get up there & back and driving almost 2 hours. I get less than 15 miles from the location of the appointment. Only to be told that someone should have told me to ignore the appointment reminders I recieved in text messages from them. That they were wrong and my appointment was going to have to be rescheduled. I followed what they sent to me in a text message. It's not my fault the staff wasn't trained well enough to tell me the information. They were supposed too. I spent 56 dollars for this trip FOR NO REASON and I want to be reimbursed for this.

• Initial Complaint

  Date:05/14/2024

  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.

  I recieved a collection notice that i owe baptist $35. I have never been notified of an outstanding balance. Baptist violated its own collection policy's. They have current address information and phone information. I have never recieved any sort of notification. I also have an active mychart account with no information. This needs fixed asap.

  Business Response

  Date: 06/12/2024

  Contact was made with the patient and the issue has been resolved through our billing office. 

  Customer Answer

  Date: 06/12/2024

  
  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,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/16/2024

  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.

  Dec 18, 2023 I took my daughter to a Baptist Health Outpatient Center for an ultrasound to check for ******* ******  We were given an est. cost of 562 for the procedure and since it was an elected non-emergency procedure we had the right to decide not to do the procedure. We decided to have the procedure completed to make an informed decision about her menstrual cramps. During the procedure no cysts were found, but unknown to us because no cysts were found they decided to do another procedure. No one talked to us and let us know. If they had health concerns, we were not conferred with on why they were thinking a ******** ***** needed to be done. If they had taken the time to have a conversation with us they would have realized what are our concerns were and that we already had the answer we needed. Our daughter was cyst free. This 2nd procedure was uncalled for. It wasn't an emergency appointment. All it did was run up our medical bill for the same answer. She was fine. I don't understand how they can get away with just adding medical procedures that cost 978.78 after insurance adjusts. The deductible did finally kick in but it left us with a 668.57 dollar bill that was unexpected and goes against the surprise billing act. Baptist Health gave me the run around for 2 months on returning calls. Based on different information I received from different people in the Baptist Health network, not all were honest in the information that they gave me. One told me her primary care physician ordered the vascular study. But the last person I spoke to, did tell me in fact it was the radiologist who ordered the study when no cysts were found. She offered a 10% discount. But we are still out 601.72. What is worse is the extreme distrust of the healthcare system and being able to make informed decisions about our care. The takeaway seems to be tell your kid to tough it out before risking unnecessary medical bills, which is not a good lesson they are teaching.

  Business Response

  Date: 05/14/2024

  Business response

  Baptist Health works diligently to resolve all financial complaints with each patient and have taken the appropriate measures to do so. We have worked with the complainant to resolve the billing issues, but they are not satisfied with the results. 

   

   

  Thanks,

   

   

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

  Patient Care Advocate

  Patient Experience

  Pastoral Care

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

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

   

• Initial Complaint

  Date:04/01/2024

  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.

  3/11/24 I went to my primary care physician and an X-ray was ordered. I walked across the hall for the X-ray. This was in a freestanding building in a Walmart parking lot. When I received the bill in the mail, I was billed from Baptist health La grange, which is a hospital miles away. I called their billing office and was advised that all of their facilities bill as if they are the hospital for diagnostic imaging, even if they are nowhere near a hospital. As a result, I received a medical bill for the X-rays that is easily 10x what I was expecting for an X-ray done in an ambulatory setting.

• Initial Complaint

  Date:03/18/2024

  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 am a medicaid patient and they billed me for my visit. It is illegal to bill medicaid patients and I'm sure they know this.

• 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 never received a bill from Baptist Health, all I got was a collection notice. I'm more than happy to pay the amount due, however, I do not think it's okay for them to send something directly to a collection company. Additionally, when was the actual due date for this bill. I would like to see the original charges.

  Business Response

  Date: 03/14/2024

  I have reached out to the billing office for the following update about this account.

  According to records, statements were mailed out on 8/18/23, 9/17/23, and 10/18/23. On 11/18/23, a 501-R 30 letter was mailed offering financial assistance or a payment plan and 30 days' notice of being sent to collections.  On 12/19/23, the account was turned over to collections which consists of a $300 ER copay per insurance coverage.

  For any further questions, please contact our billing office at ************* 

   

  Customer Answer

  Date: 03/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I never received their bill (regardless of them saying it was sent), additionally, I asked when the due date of the original bill. I want to see the original bill.

  Also, I was this charge to be rescinded from the collection agency. From there I'll pay the bill.

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

• Initial Complaint

  Date:02/23/2024

  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 went to a Baptist Health physician in elizabethtown KY on June 7, 2023 with a suspected ******** **** on my arm. The physician affirmed that it was ********, but did not remove it. I later had it removed at additional expense at another facility. While at Baptist Health, I remembered that I had a tick in my arm that I might as well have removed while I was there. The doctor was able to remove it, though I was not advised there would be additional charges. Five months later, on Nov 13, 2023, I received at bill for $575 for the office visit. ($243 for diagnosing the ******** and $314 to remove the tick.) Medicare paid part. Dec 1, 2023 I sent them a letter expressing surprise at the bill and a request why medicare did not pay the full amount. Baptist Health has billed me for the $ 221.80 three times, and I have responded three times with copies of the same letter requesting explanation and stating that i would not pay until they responded to my questions. They continue to demand payment without recognizing or responding to my letter and are threatening a collection agency. I believe their charges are outrageous. I was never informed there would be such charges for such simple procedures, and I feel that do not have the right to dictate such charges without explanation or recourse. I will inform them that i have filed this request with you. Thank you.

  Business Response

  Date: 04/26/2024

  This matter is currently in review and a response is being awaited. We are working to achieve resolution as quickly as possible.

  Business Response

  Date: 04/29/2024

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

  Subject: Complaint # ******** * *ssue with entering Response

   

  Good afternoon,

   

  I commented on complaint ******** earlier today to say that we were awaiting resolution. I have heard back from billing and can now report that this matter is resolved. However, there isn’t a place where I can enter this on the BBB form. There is not an enabled response button at this time. Can someone assist me with this?

   

  Thank you,

  *****

   

   

   

  Customer Answer

  Date: 05/01/2024

  
  Complaint* ********
  
  I am rejecting this response because:   

  Dear Better Business Bureau Complaint # ******** *

  Thank you so much for your help with this matter.  I appreciate your role in resolving conflicts such as this.  But I am sorry that I did not find the appropriate place to respond to Baptist Health's reply to my complaint, so I will enter it here

   

  I have read through your message to me regarding the status of my complaint with Baptist health and read their reply as follows:

   

   

  Subject: Complaint # ******** - Issue with entering Response

  Good afternoon,

  I commented on complaint ******** earlier today to say that we were awaiting resolution. I have heard back from billing and can now report that this matter is resolved.

   

  I am uncertain what "...this matter is resolved" means.  They have not notified me of this, and I do not know what the "response from billing" was.  But if it means they are willing to drop their demand for $315 to remove a tick from my arm, I will drop my case against them. Please advise if there is additional information.

  Thank you again for your assistance in this matter.  You perform an important function in our society.

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

  Business Response

  Date: 05/06/2024

  If a patient thinks the amount owed is not correct, he or she should first contact their insurance provider for an explanation of benefits to ensure the claim was processed correctly. The insurance provider should be able to explain how the claim was processed and how patient responsibility was determined. The claim may need reprocessing. If not resolved, the next step is to talk to a Baptist Health financial counselor who may direct you to apply for the hospital's financial assistance program or government options. Baptist Health Hardin financial counselors are available during regular business hours at ************* 

  Customer Answer

  Date: 05/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My complaint is not about insurance and I do not seek financial assistance.  Your attempt to dodge responsibility by redirecting me elsewhere is transparent.  My complaint is about your charge of $313 for a simple five-minute operation that i was not informed would cost me more than the already expensive office visit. $575 was the total.  Like most people, when i spend an additional $313, I want to know what I am spending it for and if I should spend it at all on what you may be offering.  If the charge were small, I would let it pass, but I will not have a price like this dictated to me when I did not choose to spend it.  Whether you hope to collect this outrageous sum from me or from the American taxpayer, who may have to work for as much as a week to earn that much money, is not socially acceptable.  Think about what you are doing to American families when you attempt to extort this much money for a simple office visit.

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

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair 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 went to Baptist Health Urgent Care for ******* ******. I was told they have a new procedure. First, you pay for Immediate Care. Then if needed, that gets removed and they charge you emergency room visit, then if you actually go to the hospital and are admitted, that fee is also returned. I ended up going to their hospital and was admitted with a room waiting for me. The surgeon visited daily (yes, I was there days) trying to decide whether or not surgery was needed. All of the procedures that WOULD have been done in the hospital had already been performed at the urgent care center with results sent to the hospital. When I arrived, they already had a room ready and I personally watched the staff remove my $125 ER fee since I was being admitted. Yet they kept billing me for the $125. Attached you will find numerous notes where I contacted them and they said it was their error and entered into the system wrong and they would correct it. They never did! After 4 attempts and almost going to a collection agency, I paid the $125 that I should have NEVER paid and am owed back IN FULL! I am demanding my full $125 be returned immediately! This is clearly their mistake on a new procedure.

  Business Response

  Date: 02/13/2024

   

  Our billing representative called to discuss the details of his bill today. Explanation of inpatient versus observation status were reviewed. The amount owed is correct due to insurance copayment. 

   

  Customer Answer

  Date: 02/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  My co payments were already met. When I called ****** on 10-9-23 and spoke to *** then *********, she said that the ER fee should have been waived. On 10-24-23 I was told a wrong code had been entered and it would be resolved. Initially, when I was at the Immediate care having hospital CT/MRI done, I was told to go directly to the hospital and the $125 fee would automatically be removed once I was admitted. I personally saw the staff member delete the fee from the computer. While speaking to ***** ******* today, she said that even though I was admitted, had an ** ** ** *** and they were administering drugs that I was only being "observed", which is the code I was told was incorrect previously. She kept saying that even though I was in their care receiving ************ ***** **** ***** ********* *** ****** ******* ***** *** ********* * ********* ***** *that I was still not in patient. I want to know exactly what criteria constitutes "in patient". I reject this and demand full payment of $125 as I was told at their "new latest and greatest program" when I entered their facility at Blankenbaker Health ER and Urgent Care Center that once I left their facility and entered the hospital that the $125 would be refunded.
  
  Sincerely,
  
  *** **** *******

• Initial Complaint

  Date:11/14/2023

  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 made an appointment for my yearly physical and contraceptive. Was told the provider does not work with IUDs any more. Continued with annual preventive exam covered by insurance. I was surprised to be billed an office visit on top of the annual exam. I told the provider my insurance was changing to no longer have Baptist Health in the network. I believe the charge was added because they lost a customer. I talked to billing who insisted that something I discussed with the practitioner warranted an office visit. I believe this was an intentional money grab. Especially since my husband went to the same provider a few months later and didn't receive the office visit charge.