ComplaintsforPark Nicollet Health Services

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/21/2024

  This concern has been escalated to the Patient ******************** and Coding/Billing Specialists. 

  Customer response

  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

  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 response

  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

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dispute is for corrective eyewear. The first time I received the eyewear the frames were incomplete and missing parts. The eyewear was sent back to manufacturer/lab. The second time I received the eyewear I did not receive the lenses I ordered/specifically asked for initially (1.74). The eyewear was sent back to manufacturer/lab. The progressive prescriptions were set incorrectly within the lenses; the eyewear once again was sent back to the manufacturer/lab. That was over a month ago; I have not heard anything since. I do not have the eyewear and this all started on May 17, 2021. Due to the lack of expertise and attention to detail I've experienced from this Optical I'd greatly prefer at this point to have my two methods of payment refunded and I will take my eyecare needs elsewhere.

  Business response

  08/02/2021

  Hello, the details of the concern have been reviewed and a response has been sent to Mrs. *********.  Attached you will find is our Release of Information form.  Please have Mrs. ********* complete this form and return it. This will allow us to release a written response to the Better Business Bureau regarding the patient's concerns.  

  Customer response

  08/03/2021

  I met with the Optical Assistant Manager on 8/30; an explanation of error(s), refund and apology was obtained. Claim settled.

*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. ↩