Complaints

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:04/25/2024

  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 received labor and delivery services at ********************************************* in ******** on 8/9/21. I was billed, set up a payment plan, and paid the account in full. One year later, they revoked my payment agreement because they had mis-billed my insurance company twice for pharmacy related items and an additional $768 dollars was determined to be patient responsibility that immediately went to collections because of the age of the account. I made payments to the ********* until I was informed by them that the account was paid in full. I then began receiving calls from ******** at the Bon Secours Customer Escalations Team whom had supposedly audited my account, told me that it wasnt paid in full, and claimed that I owed an additional $221 dollars. I asked her to provide an itemized statement of charges, showing what the $221 is for (which she has not been able to) and after several harassing phone calls accusing me of refusing to pay my debt, and threatening my credit, sent the amount to ANOTHER collection agency (**************). I am disputing the $221 and would like to make sure that my credit is not impacted by this ordeal. I also wish to let Bon Secours know that Michelles phone etiquette is harassing and unprofessional. I did ask her not to contact me again.

• Initial Complaint

  Date:03/27/2024

  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.

  Bon******* billing department is using funds allocated to make payments on a payment plan for specific visits and using those funds to pay for bills for a separate patient whose insurance claims our responsibility is zero dollars to the provider. Misuse of funds, and adding unauthorized dates of service to an already existing payment plan is ***** and theft. On multiple occasions. furthermore, the funds that were supposed to be allocated to certain dates of service, those providers have now sent us to collections because Bon******* used the funds incorrectly to pay bills that we owed nothing on, based on information provided by the insurance company.

  Business Response

  Date: 06/05/2024

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns.

  Customer Answer

  Date: 06/05/2024

  
  Complaint: 21487283
  
  I am rejecting this response because:
  No one has contacted me, furthermore this has not been resolved.  Bon ******* is still miss using my funds made on current payments made to the payment plan.  A payment of $200 was made and only $65 was applied to the payment plan.  Where is the rest of my money going?  Furthermore the money already taken and missed used has not been credited back to my account.  I have contacted the Attorney General’s Office because this has been going on for 15 months, and no matter how many times I reach out nothing gets resolved.  I asked for an itemized statement showing where all my money has gone and I still expect to receive one.  I am not going to make anymore payments until the money that has already been stolen is credited back to my account.  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/28/2024

  Good Morning ******* and Happy Friday.

   

  I know that we are past the date you granted for additional time for us to respond to this complaint.

   

  But I wanted to reach out to you and let you know that we are continuing to work with the consumer on his concerns and working to actually assist him in the best possible way that we can.

  I am in constant communication with our compliance team and the escalation team who have been in communication with the consumer on the updates and actions we have performed to this point.

  But we are working to resolve this as quick as possible. 

   

  Thank You, ***** *****, CRCR

  Customer Answer

  Date: 07/01/2024

  Bon ******* is still stealing money from me!!!

  when I make payments for my payment plan the funds sent for payment plan are being applied to other dates of service that are not part of the payment plan and I have EOB’s stating I don’t owe for those dates of service.  

  Business Response

  Date: 07/25/2024

  “We have attempted to reach out to the patient numerous times without success. We ask the BBB to inform the patient to contact our office @ 888-538-3832.”

• Initial Complaint

  Date:05/17/2023

  Type:Product 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 due $123.12 for overpayment of an invoice which I paid on February 1, 2023. I have called at least 8 times, of which I have been on hold for 45-60 minutes. Twice I was disconnected before receiving assistance. I keep getting told it takes 30 days to get a reimbursement, and this is well over 30 days time. I am filing a complaint that they are holding my funds and insurance reimbursements are required to be paid within 30 days. Their customer service is inept and they don't offer much, if any, help.

• Initial Complaint

  Date:02/12/2023

  Type:Customer Service 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.

  So tried to give my insurance information to Billing with phone numbers to call to ask to speak to someone and my ********** after someone hit my car and ran off. Was a hassle was on hold for 40 minutes the lady said she was the only one working last week. Gave her my insurance phone number for 40 minutes of talking she had over 40 people in her Que. it’s crazy the people in Billing are overworked. She wasn’t that nice either, but I think it was because she was short staffed, so I blame the company for not hiring enough people. When I talked to the lady in billing she was really gruff like she didn’t want to be there, and told her I understood her gruffness. And can’t say I blame her I would quit if I was the only one working in a billing center like that and had 40 calls in my que for 40 minutes. Told her to put down they need more staff. The lady said no one would call the insurance to get paid when given who to contact even my nationwides number seeing as they offered to pay the whole bill. It’s like this billing doesn’t want to try to get paid by doing the work required to get paid. You have to jot down information and who to call to work with insurances. If I give you information how are you not going to take that information to get paid. I want them to use that information or contact me and going to record conversation next time, because will only answer when my husband is around. Or leave a message as to why they can’t contact my insurance. But not bother me when I have been working 40 hours and trying to deal with everything on top of that of this accident which has taken over 40 hours of my life. The person hitting and running off has taken so much time. Because I have to go back in fourth between 5 and 6 people. Just got my car back this week and that was an ordeal. It hasn’t even been a month and they are breathing down my neck for payment even when I tried giving that information and they can’t do a little bit of work.

• Initial Complaint

  Date:06/18/2022

  Type:Sales and Advertising 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.

  On 8/30/21, I visited my cardiologist in NJ for a routine checkup. I have been seeing the same doctor for several years & have never had to pay more than my $10 copay for a visit. A couple of months after this visit, I received a bill from Bon Secours for $276.28 to cover the amount not paid by insurance. I called billing with my EOB in-hand that clearly stated that they were erroneously billing me and that I was not liable for the billed amount as the doctor is in-network and the EOB states that they are contracted to accept the insurance payment amount & that I was only responsible for the co-pay. The woman I spoke to at the billing office told me there was an issue and reduced bill by $100, but said they had a *different* EOB. I asked for a copy & she hung up on me. I have not been able to get anyone on the phone since, I have sent out several emails & certified letters to Bon Secours (which have been ignored), & have even had an advocate from ******* contact them to try to rectify the erroneous billing & to get them to stop sending me bills every month that I am not responsible for. 2 parts of the EOB I am attaching certify my claim that I am not responsible for anything other than the co-pay. They are: Z084a: "Your total cost share for this claim is $10.00. This includes any applicable deductibles, coinsurance, copayments and any other amounts not covered by your health plan, including any amount paid by another carrier. Please do not send this amount to HORIZON BCBSNJ. You may receive a bill from your health care professional or facility if you have not paid this amount" (which is $10 & was paid at visit). P840: Payment for this service may have been reduced. The service was done by a network provider. This means the provider has agreed to accept the contacted amount, less any pricing changes due to modifier(s) that may have been submitted on the claim, as payment in full. They have since credited my copay & are now billing me $166.28.

• Initial Complaint

  Date:05/20/2022

  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 have a bill for $215 seeing Janine **** for an appointment that was on February 17th, 2022. The bill is listed as: ESTABLISHED PATIENT at BON SECOURS SURGICAL SPECIALISTS AT ST MARY'S HOSPITAL. My issue is that I met my out of pocket for the year with my insurance and they didn't pay it. The reason they say is because Dr. Moss is out of network. I have been seeing Dr. **** for 18 years. I have had this insurance plan and company for over 6 years. While I have had this insurance I have never had this issue of non payment. After doing A LOT of digging and research I figured out why this is. Jeanine **** is a nurse practitioner, and there are doctors in her office. Apparently going back to when I first got this insurance plan, her office always billed visits to see nurse practitioners under a Dr. That words there, usually Dr. ******* but sometimes others. The visits were always covered because the Dr.s are in network. Note on most of these appointments it was the same as the February 17th visit. As in I would just see Jeanine **** or another nurse practitioner in one case when I couldn't see her. But if you looo at the insurance bills, each of these visits were billed under a doctor. The insurance says that if the office refills the claim under the Dr. As they ALWAYS have, they will cover it at %100. Until then I am responsible. I will just note that I am not paying $215 because the Drs office wanted to bill the visit under a different name then usual. And I have records of all of this, just in case. As if Bon secours doesn't fix this, I still am not going to pay. It's insane. I have a newborn, and his mother is only getting 60% of her pay being on maternity leave. I shouldn't even be having to deal with this frankly. I am having to file this bbb complaint because when I call the Drs office they give me the hospital billing number. When I call the hospital billing number, they give me another number. I can't even speak with anyone regarding.

  Business Response

  Date: 08/16/2022

  Consumer Response /* (3000, 12, 2022/06/27) */ Fwd: BBB Complaint Case# 36190220 (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) External Inbox ****** ******** <*********@gmail.com> Jun 23, 2022, 9:46 AM (4 days ago) to me I received a letter from the company stating they needed me to get a check voided from my insurance company before they could reissue another claim with the corrected provider information. I have since gotten the check voided. However I lost the letter with the persons information. If you could reach out and let them know the check is voided and they now can resubmit the new claim with the new information it would help resolve the issue. Thanks for your help in this matter!