ComplaintsforAllina Health Systems

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I accidentally typed two sevens on paying a medical bill of $79.94 from my checking plus account, resulting in a payment of $779.94 on December 12, 2023. I have called a total of 6 times since then, trying to get the balance of my money returned to me. I was told I had a hospital co-pay of $150, and I agreed to have that taken out of the return, resulting in a repayment of $550. I have been told repeatedly that the money is being returned, but it never was. I was told the money would be returned to my bank checking account in 3-5 business days. The last two times I called, I was told a check would be sent to my address in St ****, even though I am in ******* until May 1st. I was also told I would be sent a check for only $264.98, due to additional medical charges. I have not yet received evidence of any of these charges and did not authorize any of them. I consider them stolen, as they were kept without my knowledge or permission. I have never seen any bills. They told me that since I they had my money to cover these bills, they didn't have to send a statement and just took the money (without permission.)I want the balance of $286.02 returned to me, along with any additional bills and statements. I also want an apology for the delay of almost three months for only a partial recovery. I am furious with their lies and incompetence.

  Business response

  03/04/2024

  Good morning,

  In response to this concern, Allina Health ******** Service Supervisor has contacted the patient and provided a resolution which we hope meets with her expectations.  We are not able to share the detail of the account handling with the BBB due to the strict laws that protect patient privacy.  Should the patient have any further questions, she may contact the ******** Service Supervisor at the phone number that was provided.

  Sincerely,

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

  ******** Service Manager, *******************************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 1/9/24, I attended a yearly ********* with my primary doctor. This is historically covered 100% by my insurance. I was surprised to receive a bill of $134.96. I spoke to Allina billing. They stated because I spoke to my doctor about an insomnia concern, it became split billing. I was billed for a ********* and an office visit. As I disputed this in discussion, Allina stated this was not a new policy, but their change in enforcing their long term policy. The Allina staff said they are 'cracking down on these types of appointments". I'm quite concerned about a medical provider not wanting discussions on overall well-being in a yearly *********. It is a drastic policy 'enforcement ' change that should be disclosed upfront. I would like the double billing ****************** visit removed.

  Business response

  02/23/2024

  Good afternoon,

  This is to advise you that a detailed letter of response has been sent to ************************** today.  Because we do not have an authorization for release of information to the BBB that is signed by the patient, we are not able to share this detail with the BBB.

  Should the BBB or ************************** have any questions after reviewing the response, you may contact me directly at ************.

  Sincerely,

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

  Customer Service Manager

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

  Customer response

  02/26/2024

   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. Allina removed the split billing charge and my billing issue has been resolved. Thank you. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i was in net work with ************* but classified our of network .************* visit was may 24 2023. billed me in jan 24and was mistake in wrong net work. Was told it was for xray #NTL ************ by supervisor ************ have zero pay, but charged $70 and put on collections warnings on 1/31/**** *************************** is not a specialist i was in network at the time of my visit with ************** on May 24, 2023. ************** retired in January **** My goal is for Allina Health remove the misclassified billing for $70

  Business response

  02/05/2024

  Good morning,

  This is to advise the BBB that we have spoken with the patient and provided a resolution to his concern.  We are not able to share the detail of the account with the ******************** due to the strict laws that protect patient privacy.

  Thank you.

  *********************
  Customer Service Manager

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

   

  Customer response

  02/05/2024

   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.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ID: ********* October 11, 2023 Routine physical exam.Charged $174.60 for code *********************************** other outpatient visit Wife had pap test and *********** said something seen.After visit summary instruction to follow up with obgyn.After questioning and having the coding reviewed received letter coding correct for split billing.The doctor sees something during a routine physical exam, we get charged for split billing for typing see obgyn, no phone number to call, no doctor name, nothing. Wife was assured everything was covered by insurance with routine physical exam. Trying to contact someone after the visit to discuss the issue is extremely difficult. Call billing and they say send a message in mychart. ******* tells me to contact insurance. Insurance tells me to contact provider. The institution that is intended to provide better health is causing anxiety by charging for not providing any service. Kindly remove the charge.

  Business response

  12/20/2023

  Good afternoon,

  This is to advise you that a letter of response to this concern has been sent by mail to the patient today.  Due to the strict laws that protect patient privacy, we are not able to share the detail of the account with the ********************.  Should the patient or the BBB have any questions, please feel free to contact Allina Health at ************.

  Sincerely,

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

  Manager, Customer Service

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

   

  Customer response

  12/20/2023

   I am rejecting this response because: unless the letter sent removes the charge for $105.77, I would reject this reply. BBB requires 10 days to reply and I have no certainty that the letter sent will arrive in that time or that the letter addresses the concerns of this complaint. ***** was given consent to discuss this complaint by the BBB website, so the reply is not acceptable.
  
  
  

  Business response

  12/27/2023

  Good morning,

  The detailed response to this concern was sent to the patient by letter dated December 20, 2023.  If this is not received within standard time allowed for **** mail, we will be happy to send another copy by mail.  The patient is certainly free to share the detail of this response with the Better Business Bureau.

  While we recognize that the resolution stated in our letter of response may not meet with the patient's expectations, we have nothing further to offer in response to this complaint.

  Sincerely,

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

  Manager, Customer Service

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was out of town with our newborn son and he had what looked like a really bad infection so they went in to urgent care with Alina *********************** They said that it would be covered through our insurance but we got a bill the other day for $225.10. They didnt even have our insurance on file when we called but we found out it wasnt covered out of state a couple days later. We live in ********. The WORST part is that our baby was misdiagnosed with paronychia after the doctor confidently looked at it for less than 5 seconds and we found ourselves in the hospital a couple days later. He told us to soak it in neosporin that didnt work and my wife went to urgent care while I was at work. They told us we needed to go to a hospital because of how bad it looked and I met them there. Thank God he is okay but waiving the $225.10 is nothing compared to what should happen.

  Business response

  11/06/2023

  Good afternoon,

  This is to advise that a detailed letter of reply was mailed to **************** today in response to his concerns.  Due to the strict laws that protect patient privacy, Allina Health is prohibited from sharing this detail with the BBB without the required written authorization for release of information.

  If the BBB or **************** have any questions upon receipt of the written response, please feel free to contact me directly.

  Sincerely,

  *********************, **************** Manager

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

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel as if I'm being double billed by Allina. I sign up for payment plans for kids, husband and myself and I keep getting regular bills also. These bills are not included in my payment plan? Then I call and 70% of the time, they don't see a payment plan set up so I keep getting bills sent to collections because I didn't pay them, as they should be in my payment plan. Allina needs to simplify their billing. You go in to see your doctor have to get an x ray and blood taken, and you get four different bills from ***** facilities. Alina ********* ************** ***** ********* and whoever reads the x ray, it's ridiculous. When I call I can never get the same answer, I'm about ready to file bankruptcy. Please help, I can't be the only family.

  Business response

  10/17/2023

  Good morning,

  An Allina Health ******** Service Supervisor has contacted the patient and offered assistance with her billing questions.  He has also provided his direct contact information so that the patient may reach out for ongoing assistance with billing questions and payment plan assistance.  We are not able to share the detail of the account with the ******************** due the strict laws that protect patient privacy.

  We appreciate the opportunity to assist the patient and invite her to contact the ******** Service Supervisor or call our ******** Service Department at ************ with any questions.

  Sincerely,

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

  Manager, ******** Service

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

   

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a standard preventative physical. It is 100% covered by insurance. Allina sent me a bill for $151. I have this problem whenever I have a physical at Allina and have to argue with their billing department to correct my bill (which eventually works). Please correct my bill to $0 co pay.

  Business response

  08/14/2023

  Good afternoon,

  This is to provide the BBB with acknowledgement of the patient's complaint, and to advise that a letter dated today is being mailed to the patient with a detailed response to the complaint.  However we cannot share this detail with the BBB without the patient's signed authorization to allow release of protected health information.

  Sincerely,

  *********************, **************** Manager

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

   

   

• Initial Complaint

  07/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed duplicately on 2 separate recent doctor visits. I have been unable to resolve this issue through 3 other ordinary channels. First, I attempted to reach out to my doctors, but the website blocked that because the appointment needs to have occurred within the prior 7 days; needless to say that by the time a visit has been processed by insurance, printed, mailed, and actioned on by me it's longer than 7 days. Second I attempted to contact the billing office at the number in my correspondence. I was told that the billing office couldn't assist with a dispute, only with processing payments or setting up payment plans. They instructed me to call the Health ******************* which I did and left a voicemail which was never returned. An email to the billing email address also went unanswered. I would like a corrected invoice issued prior to payment because I presume the invoices will need to be re-processed through insurance. Please have the person from the proper office with the authority and ability to help resolve this problem contact me.

  Business response

  07/07/2023

  Good morning,

  This is to advise the BBB that a ******** Service Supervisor has spoken with the patient and provided a detailed response to his concerns.  We are not able to share that detail with the BBB due to the strict laws that protect patient privacy.  If you have any questions, I can be reached at ************.

  Sincerely,

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

  Manager, ******** Service - *******************************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Prior to my full knee replacement I was asked if I wanted the robotic assisted procedure. I clearly stated I would if it was covered by my issurance and I was reassured that it had to be pre-approved before it could be done. Before my procedure began I inquired with the front desk and nurses if this procedure was pre-approved again I was reassured it was pre-approved or I wouldn't be there and I clearly asked if the robotics procedure was covered and was given the answer YES. months later I received a bill for $3806.09 because my insurance would not cover the robotics procedure because it was in the investigational/experimental phase. I was told by the insurance to see papers from Allina that I signed stated I would cover this and when I asked the customer service guy he told me there were none. I believe I am not responsible for this bill. If I was told it was experimental I would of never had the robotics procedure, but I was told nothing. I believe Allina's entire team who told me this was covered should be responsible as I asked at least 5 people and was told yes this is covered. Allina has all documents for this procedure as well as the documentation for the numerous. This was done on July 18, 2022. Account # *********. Although I have tried working with Allina they are still turning it over to a collection agency. Thank you, *************************** ********************************************************************

  Business response

  05/18/2023

  Good morning,

  This is to advise that we have spoken with the patient and provided a resolution to the concern that we believe does meet with the patient's expectations.  We are not able to share the detail of the account with the ******************** due to the strict laws that protect patient privacy.  If you have any questions, please feel free to contact me.

  Sincerely,

  *********************, **************** Manager

  Allina Health

   

  Customer response

  05/22/2023

   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.

• Initial Complaint

  04/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulent billing practices. We were charged very excessively for two recent visits. Allina is willing to do nothing to help us even though they have been our primary provider for our family of 7 for over 15 years.

  Business response

  05/04/2023

  Good afternoon,

  Allina Health ******** Service Supervisor called and spoke to **************** today to address his concerns.  Because we do not have authorization for release of information signed by the patient, we are not able to share any detail of the account with the ********************.  Should **************** have any further questions, he may contact Supervisor ***************************** directly at ************.

  Sincerely,

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

  Manager, ******** Service | *******************************************

   

*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. ↩