Business Profile

Hospital

Park Nicollet Health Services

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Complaints

This profile includes complaints for Park Nicollet Health Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:01/23/2025
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.
No treatment offered. No exam, no mri no xrays. ** hasnt responded. Had appt without even exam. Previously seen at this office for 10 years same issue
Business Response
Date: 01/23/2025
Can you please clarify what is the date of service for this dispute?
Customer Answer
Date: 01/23/2025
I am rejecting this response because:

The dates were jan 1-23
Business Response
Date: 01/29/2025
Your complaint seems to be related to a $500 charge, stating that no treatment was offered, no exam, MRI, or X-rays were performed, and that the provider has not responded. Your reference visits from January 123, but I need more specific details to properly address this concern.

Can you please provide the following information?
1. Exact Date(s) of Service Confirm the specific date(s) within the given range when the patient was seen.
2. Visit Details What was the visit related to (reason for visit, diagnosis, or chief complaint)?
3. Services Provided Were any exams, imaging, or treatments completed? If not, was there documentation explaining why?
4. Provider Documentation Did the provider note any reasoning for not ordering further tests or imaging?
5 Billing Breakdown Can you confirm which date of service the $500 charge is related to?
Once I have this information, I can dig into the details of your concern. Please provide these details at your earliest convenience.
Customer Answer
Date: 01/30/2025
I was seen 1/12/2025
there were no xrays or imaging ordered I was never even given an exam. Just sent to emg which was secondary to pain and elbow issue. my bills are $500
Business Response
Date: 02/04/2025
A detailed coding review has been requested. letter will be sent to patient once completed
Initial Complaint
Date:01/09/2025
Type:Order 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.
Park Nicollet refused ada **************
Business Response
Date: 01/14/2025
The information listed in this complaint is very limited. We need to know what the date of service in question and the reason for the dispute. The patient is also able to contact us directly at ************
Initial Complaint
Date:09/05/2024
Type:Product 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.
On February 14, 2024 I went to Park Nicollet *********** in *************, ** because I had terrible pain in my ears for days, a store throat, and very stuffed up. The provider looked in my ears, nose, and throat, and provided an antibiotic for an ear infection. There were barely 10 sentences uttered between the two of us and I was with the provider for less than 10 minutes. I also made it clear I had been unemployed at that time for 5 months. Then I got a bill for $622, which is outrageous for the time spent with the provider. I filed for financial assistance with them because of my unemployment, and I followed up multiple times requesting a response via email or a call. They denied documentation I sent in from the *********************** via a letter. I attempted to contact them multiple times after that and never received any responses other than paper bills int he mail. I am still unemployed one year after I was laid off and am unable to pay this bill. I just received a letter in the mail today from a collection agency (*********************************************) demanding payment. This should have never gone this far and I refuse to pay one cent of this until Park Nicollet works with me on financial assistance. It's not for a lack of trying on my part.I want them to contact me and adjust the bill according to my financial assistance application. Until then, I refuse to pay anything to them or the collection agency.
Business Response
Date: 09/19/2024
This case was reviewed and letter with resolution was sent to the patient on 9/18/2024
Customer Answer
Date: 09/27/2024
I am rejecting this response because: It is seven days into the 10 days I have to respond to this, and I still have not received any letter or notification from the business. They supposedly mailed it on 9/18, which was nine days ago. I do not want to run out of time on the 10 days I have to respond.
Business Response
Date: 10/01/2024
Hello, the letter was sent directly to your online HealthPartners account (MyChart). we will send you a paper copy today.
Customer Answer
Date: 10/08/2024
I am rejecting this response because:
I got their response and it is 100% not acceptable. I filled out their financial assistance application and sent it in 4 or 5 times when this happened. Recoding it to be $420 vs almost $700 is not acceptable and I should not have to start this process over. Why do they say they messed up on coding and now I have to start my process over? NO! 100% NO. Take my financial application that you received before and do what you need. Until then, I am not paying one cent of this bill. At this point, you should have to write it off because you attempted to rip me off, didn't process my financial application, then sent it to collections, and now I have to go through all this. You'll be lucky if I don't get a lawyer because this is affecting my credit. TAKE CARE OF THIS NOW! Get a manager involved if you have to. Get the CEO involved if you have to. When you mess up this badly, you don't get to come back by "re-coding" and expecting me to redo everything because of your string of mistakes.
Going forward, ANY RESPONSE sent needs to come with a full response through the BBB or written communication. I do not have access to your online MyChart.
Initial Complaint
Date:06/20/2024
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 got a cpap machine from PN Methodist.in May 2023 The machine didn't work for me at all I have called, letf complaints, and gotten almost noplace with this department I eventually got a hold of someone and their response was "well you already paid for the machine, you might as well keep it"Yet they charge me every couple of months for a machine i have been trying to get rid of for about a year and haven't used in almost a year.They know by ignoring me they can keep charging me.Take the ****** off my bill and take this ridiculous machine back.This is the worst department
Business Response
Date: 07/23/2024
Patients are given the rental agreement (rent-to-own). They bill patients insurance plans on a monthly basis in case the patients wish to return the machine. The machines can be returned to any of the Health Care Stores. Their policy is that the patients will be billed for the time the ***** machines are in their possession. So, if the patients return the machines after two months, they will still owe for the two months they had the machine in their possession. The patients will not be charged for the months they no longer have the machine.

The patient can call the durable medical equipment department directly at ************ if he wishes to speak directly with their billing department.
Customer Answer
Date: 07/24/2024
I am rejecting this response because:

NothingMethodist hospital and park neglect would not accept my machine back. I was trying after the 1st month.I got it to return it and They denied me **************
Business Response
Date: 07/24/2024
Your feedback has been referred to the Durable Medical ********************* they should be in contact with you shortly.
Customer Answer
Date: 07/25/2024
I am rejecting this response because:

I have been working and complaining to that department for a year with NO MOVEMENT.
Initial Complaint
Date:03/03/2024
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.
My wife ****** visited urgent care on 10/22/23 for what we thought may have been pneumonia. The doctor consulted with us for maybe 10min and did not feel the need for an x-ray and was concerned with the minimal coughing in the morning that my wife complained of. He proceeded to prescribe an inhaler and cough medication. This was a complete wrong diagnosis as it ended up being a mild case of Covid that simply required rest at home and home care.When we got the bill for the wrong diagnosis and the brief 10 minute consultation, it was an abnormally excessive $341.94 after our insurance adjustment. This seems to be a blatant and wrong case of taking financial advantage of a patient in need. A quick ****** search shows the average urgent care consultation visit to be around $150. This bill is more than double. Had we known that going in and had the doctor been up front with how much this was going to cost we would have gone elsewhere.We have already tried talking to the billing department and they are unwilling to budge or even seem to care that we were taken advantage of. Had I received service like this at any other business I would have immediately refused payment since the service offered was wrong to begin with and offered us no value or help for the real problem. That is theft in my book and we will not be paying more than the expected average of $150. This needs to be corrected and future patients need to not be taken advantage of.
Business Response
Date: 03/21/2024
This concern has been escalated to the Patient ******************** and Coding/Billing Specialists.
Customer Answer
Date: 03/31/2024
I am rejecting this response because:

I have yet to receive any communication beyond that they are looking into it as the last response says. A successful resolution will involve an adjusted bill. I have already previously had the coding/billing department look at this and have refused to budge on this excessive bill. I am expecting and prepared to pay the average urgent care office visit price of $150. Not the excessive $341 that was charged for the all of maybe 10 minutes we had with the doctor.
Business Response
Date: 04/10/2024
Our records indicate that the Patient ******************** reviewed your case and sent a response letter dated 3/29/2024. I will reach out to them and informed them that you have not received that response.
Customer Answer
Date: 04/12/2024
I am rejecting this response because:

We did receive a communication from the financial and coding department. They refused to offer any sort of relief for this excessive bill. We will pay $200, final offer take it or leave it. We will not pay any more than that and if Park Nicollet wants any money at all from us then they will have to settle with $200 at the most. Again, a quick ****** search shows the average urgent care cost to be around $150. Why on earth we were charged nearly $400 is beyond me. Ive included some supporting links below. Like was mentioned previously, had we been alerted to how outrageously high the price would have been prior to seeing the doctor we would have taken our business elsewhere. The worst part is that this diagnosis was wrong to begin with. There is no way we will pay $341 for a doctor to not even do the job right to begin with. Please accept this $200 so that we can settle this bill and put this horrible customer service experience behind us.
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Initial Complaint
Date:01/30/2024
Type:Product 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 was in the process of moving out of state in December so I scheduled my annual physical before I left. Because of this, I had to go to a doctor at Park Nicollet that was not my primary care giver. Below is the series of events....1) I scheduled a visit with Doctor *********************** for November 11, 2023. At the beginning of this appointment, I found out that I was not due for a physical. When I found out this bill would not be covered by insurance, I told **************** that I would like to leave so that I was not charged.2) **************** was understanding but recommended while I was there, we touch base about my meds.IMPORTANT DETAIL #1 - I again expressed to him that I was trying to save money for the move and was not interested if this was a paid service. He explicitly told me "THIS WILL NOT BE CHARGED"IMPORTANT DETAIL #2 - The clinic DID bill me for this visit as a "Med Check". This is significant because I was moving less than a month later and would not be able to use the written prescription in the new state I moved to.3) After our brief conversation, I left thinking everything was done but received a bill in the mail for $254.71.4) I thought this was a mistake so I have since been calling the facility time after time and being sent on a wild goose chase for anyone who will help me. I have talked to nurses, **************** dept, nurse managers, clinic managers, yet no one will believe me or do anything to help.5) Finally, the Nurse Manager, *****, recommended that if I was upset that I could file a complaint here so that is what I am doing.I apologize for the long complaint but this is a matter of principle and I was raised to speak up when something is wrong. I believed a Doctor and was lied to with no intent of fixing this issue. Also, after reading the reviews on ******* I am far from the first person who has complained about this."Profit before patients"
Business Response
Date: 02/08/2024
This concern has been reviewed and written response has been sent to the patient. We do not have a release of information form on file therefore we are unable to copy the BBB on our response.
Initial Complaint
Date:01/12/2024
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.
Another RIDICULOUS BILLING ISSUE WITH PARK NICOLLET on the 11/12/23 statement I got charged for something that happend 6 MONTHS AGO!!!!!100% RIDICULOUS Date of service was 5/31/2023 I was promised over and over everything was fine.THEN BOOM.OUT OF NO WHERE a BILL FOR ****** COME ON..I AGAIN was told everything is find and NOW YOU WANT MORE MONEY 6 MONTHS LATER?GOD. NICE TRY.I WILL NEVER PAY THIS BILL I HAVE CONTACTED PN multiple times with no response.
Business Response
Date: 01/19/2024
Please contact our **************** team at ************ for additional information regarding billing. Billing is sent to you as soon as claims are processed by insurances.
Initial Complaint
Date:09/22/2023
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 received my first bill for services in July. I attempted to pay the bill in August and it was already removed from my account. Repeated attempts to find or pay the bill have been fruitless and I have received no response to inquiries about it. Their billing practices are abysmal at best and I'm demanding answers as to where my bill went.
Business Response
Date: 09/28/2023
Patient does not have any services on the month listed on this inquiry for Park Nicollet Health Services or TRIA Orthopedic Services. However, Region's hospital has records in relation to that date. This inquiry has been forwarded to leadership in that area for follow up with the patient.
Initial Complaint
Date:12/13/2022
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 am a senior citizen who sees my doctor quarterly. This Fall I received two text messages purporting to be from my doctor as follows: "Hi it's **************** with Park Nicollet. Here's a reminder to schedule your office visit." I already had a visit scheduled for later that month, and it had been scheduled at least a month before the texts. At my scheduled appointment I confirmed that the texts were not from ****************. I suspect they were from someone at ********************************** to make me think I needed to get in to see the doctor soon for some reason. Many senior citizens would fall for this trick, and it would result in more revenue for *************************.
Business Response
Date: 12/23/2022
We've contacted our patient ****************** *************** He indicated that the text he is getting said that is from *************** and he questioned his Dr., and he told him that no he did not text him. feels this is a marketing ploy to drum up more business and feels as a Sr. ******* this could be taken as my Dr. knows something and I need to go in. He stated that when he clicked on the link it does take him to available appointments for his Dr.

We've advised him we are very interested in his concern and that we take his personal privacy and the protection of his information seriously and we are having this looked into, we've opened a ticket with our IT team and requested that this text message stop. That we would also share the viewpoint that this is a concerning practice.

the patient thanked us for letting him know what was being done.
Customer Answer
Date: 12/23/2022
I am rejecting this response because: The caller from Park Nicollet told me on the call that they would advise me of the outcome of their investigation. Please leave the complaint open until that time. So far all they have done is acknowledge the complaint. Thank you.

Business Response
Date: 01/09/2023
This texts were sent in error, our information and security team has been informed and a fix was put in place. we contacted the patient and informed about our actions.
Customer Answer
Date: 01/11/2023
I am rejecting this response because:
The "Desired Settlement" is not answered in part. Park Nicollet has admitted engaging in phishing, but has not identified who sent the texts and based on what information. Also, the latest message from Park Nicollet says, in part, "...we contacted the patient and informed about our actions." No such contact was received. Also, please make sure we are talking about the same patient; I am ******************************* The ********** Nicollet response says they contacted ******************************* Thank you.
Initial Complaint
Date:06/13/2022
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.
Today we received a **** for a treatment with a patient balance of $76.80 that was dated 12/3/2020. The Guarantor Number is *********. This treatment was over 18 months ago and until today the patient has never received a **** or statement for service. The insurance made a payment on 5/25/2022 which was over 17 months from the service. Under MN Statute 62Q.75, "the health care providers and facilities specified in subdivision 2 must submit their charges to a health plan company or third-party administrator within six months from the date of service." It can be extended up to 12 months if more documentation is needed. "A health care provider or facility that does not make an initial submission of charges within the six-month period shall not be reimbursed for the charge and may not collect the charge from the recipient of the service or any other payer." Based on this I should not be liable for payment and United Health Care should be reimbursed for the payment they already made.
Business Response
Date: 06/14/2022
Dear ************,
We reviewed your concerns and apologize for the delay in billing. We recently received a response from you insurance company, however we do recognized that this date of service is coming from 2020 and apologize for this delay. I've adjusted off this balance. You should not receive any other billing for this date of service. Your balance due is now zero.

Noelia Aguilar
************
Customer Answer
Date: 06/20/2022
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.

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Park Nicollet Health Services is NOT a BBB Accredited Business.