Hospital
Freeman Health SystemThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Freeman Health System's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/30/2024
Type:Billing IssuesStatus: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.
On 02/06/2023 our daughter, ******* ****** received services in the Freeman ER (******, ** location). We received no billing information from Freeman within a reasonable amount of time (per our insurance that is 1yr and 90 days max). Freeman sat on our claim/bill until 08/22/2024 per our EOB. Freeman then immediately billed us for $1,286.83 an amount we believe is high due to their failure to file on time. Despite their errors, I began making payments and contacted them online asking for an explanation of their billing practices. They accepted additional payments (as you can see in the decreased amounts due invoiced), against their own policy, we never received any notice that they were going to turn this into collections. I have received no reply online to my concerns and not so much as a single phone call from them to discuss options. Had we been billed in a timely manner (following it appropriately being filed to ****), we would have been able to pay the full balance owed utilizing our tribal benefit card. Due to their failure to file in a timely manner, that option was taken away as the invoice must be received and paid for in the year the service was provided - 2023 in this case. In addition, we have proof that they only submitted one claim (attached, per our EOB and never attempted to bill BCBS for the large amount they are trying to bill us for now). All attempted calls to Freeman were met with a recording and no return calls. We would like to know how they are going to resolve their errors and make this right please (we suggest the first step is to recall this from their collections third party).Business Response
Date: 12/03/2024
See attached response to provide resolution to this matter.Customer Answer
Date: 12/07/2024
The Freeman representative that we are working with, **** *********, has been provided additional information as requested, including the willingness for our secondary payment source to allow us to utilize that benefit to make payment so long as Freeman reduces the billed amount to the dollar amount that was remaining on that benefit card at the close of 2023 (provided to **** *. on Dec. 5th). Additionally, I contacted ******* at the request of **** *. to ensure the claim was processed correctly for our plan, I was assured that it was processed correctly in March of 2023 and also provided additional details that did not reflect the same reasoning for delayed billing that I was provided by Freeman (this new information was shared with **** *. on Dec. 6th). We are now awaiting her reply and hope to receive Freeman's proposed resolution within the next 3 business days.Customer Answer
Date: 12/12/2024
Complaint: 22621430
I have reviewed the business' response and am rejecting it because:
We have provided all requested information, and a resolution has not yet been provided. This rejection is not necessarily a reflection of something purposeful or negative taking part from Freeman, but we are leery to accept the response when communication to resolve the matter has not continued at this time. We will be happy to provide an update if and when we receive a resolution from Freeman.
Sincerely,
***** ******Customer Answer
Date: 12/18/2024
This matter has been fully resolved, a new adjusted invoice was received via **** on 12/18/2024 and we have paid the new balance in full and sent an email to **** *. with a copy of the receipt. We appreciate Freeman and ****** assistance in this matter as well as our secondary payor in their flexibility in this unique situation.Initial Complaint
Date:10/22/2024
Type:Service or Repair IssuesStatus: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.
this ****** ****** i was currently a patient at the hospital i have filed for financial assistance and sent all the paperwork they needed never got form if i was denied or not i know i would get approved since i got approved thru other hospitals but i havent got a answer all i get was a **** ***** saying how much i oweBusiness Response
Date: 11/06/2024
On 10/23/2024, Freeman Patient Relations and *************************** contacted patient directly in regard to her BBB complaint of involving her application for Freeman Financial Assistance. Freeman Finacial Coordinator was able to answer/explain every question asked by the patient. Coordinator also explained that a denial letter was mailed to the patient in July 24. In attempt to resolve complaint, Freeman provided the patient different options about what she can do for her going forward and came to an agreement to push the patient's account back a month from going to collections, as it was scheduled to go to collections on 11/03/24. Patient was accepting of this and agreed to cooperate with Freeman Patient Accounts on getting the needed paperwork filled out for further consideration.Initial Complaint
Date:09/13/2024
Type:Service or Repair IssuesStatus: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.
On August 11, 2024, I visited the Emergency Room Neosho for a laceration to my right pinky finger. I waited for roughly one hour, I then approached the nurse asking for a status update. She was nice and apologized for the delay, and stated that a doctor would be with me shortly. I waited roughly another hour before approaching the nurse once again. Bear in mind, Neosho is not a big place, pretty sure I was the only person in the ** for some time. The nurse was professional, and apologized again, but this time she stated that she did not know where the doctor was or when he would be with me. It was at this time that I informed the nurse that I would be leaving, she acknowledged and had me sign that I was leaving without treatment. All of this is fine, I understand that being short-staffed happens. The part that I am upset with is that I just received a bill for $175.20. I did not receive a moment of care when I was at the location. I did not even receive a bandage (I came in with a towel of mine). I did not see a nurse, I did not see a doctor, no bloodwork, no shots, nothing. I feel it is wrong to bill someone any amount of money when no service of any kind was provided. I called Freeman and the gentlemen I spoke with stated that the bill was more or less for walking through the door. He acknowledged that that there were no service provided. That is not right, a bill for no services.Business Response
Date: 09/16/2024
Freeman Patient Relations will be responding to the patient directly today in effort to address and resolve complaint directly with the patient.Customer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:04/25/2024
Type:Billing IssuesStatus: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 7/7/2023 we took my son, *************************, to Freeman ************* ********* to be treated for ear pain. After a quick consultation, he was was diagnosed with an ear infection and prescribed ear drops. While we were there, the staff checked our health insurance with ********** Blue Shield and told us that the appointment would cost $92, which is the same as we've paid in previous visits to this urgent care facility. We paid that amount in person on the day of service. A little over a month later, we received a bill from Freeman stating that we owed an additional $222.04, bringing our total to $314.04. I immediately called and spoke with someone in the billing department to find out why we were being charged an amount that was so much different than what was quoted when we were there. The person I spoke with agreed that it was strange and said she would submit it for additional review. Since then, I've never received any explanation for the discrepancy, and continue to receive bills for the visit every month. My Explanation of Benefits from my insurance provider lists the line item for the visit as "Medical Emergency Room" instead of urgent care, which leads me to believe that the visit was mistakenly coded incorrectly. I have called, left voicemails, and sent email messages to Freeman asking for an update or explanation, but have not received one. I request that they either: (1) correct the billing mistake and charge the original amount we were quoted; or (2) provide a detailed written explanation of the reason for the change to the billing amount. The billing account number is ************.Business Response
Date: 05/01/2024
May 1, 2024
Dispute *********************
Better Business Bureau
Complaint No.: 21624665
Complaint Filed: 4/25/24
Dear Sir/Madam,
Freeman Health System is in response to the above-mentioned complaint 21624665. Please know that Freeman strives to meet our patientsneeds by providing the best care possible to our community.
Payment and benefits are determined by a patients health insurance. This patients benefits do not include a copay for urgent care services. Insurance has applied the stated out of pocket amount of $314.04 to patients annual deductible. The amount paid at the time of the visit was a deposit amount collected towards the patients out-of-pocket expense. Due to insurance benefits, we were unable to determine what insurance would deem as patient out of pocket at time of visit.
We regret that communication has not been satisfactory regarding the patients *********** visit on 7/7/23 and we are sympathetic that the patient did not understand their benefits prior to care. Freeman *********** locations do fall under EMTALA communication of patient responsibility prior to medical screen and stabilization is not permitted.
Freeman is unable to reduce benefits applied by health insurance. Freeman does apologize for any confusion regarding the amount collected at time of service. Due to Freemans contractual obligation with patients insurance, we feel that this inquiry is resolved.
Sincerely,
***********************, RN- Patient Safety Representative
Patient Relations
Freeman Health System
************Customer Answer
Date: 05/01/2024
Complaint: 21624665
I am rejecting this response because:Hi, thank you for your prompt response. I'm not satisfied with your response because you did not address my questions about why this visit was billed at a higher rate than previous visits (we have visited this urgent care location multiple times in the past and have always been billed less than $100) and why the line item for the service is listed as "medical emergency room" rather than urgent care. I'm also requesting that you provide me with the *** code that was used and the reason for using it.
Sincerely,
*********************Business Response
Date: 05/03/2024
Regarding Complaint 21624665
In response to the question regarding the code used for billing, 0456 *********** was used, and I have attached a copy. In addition, please also note that patient used different insurance on previous visits. I have also attached the Explanation of Benefits that patient should have received from his insurance company which shows how the claim was processed, leaving $314.04 to his deductible. Freeman Health System continues to encourage ************** to contact his insurance provider with questions regarding coverage.
Customer Answer
Date: 05/06/2024
Complaint: 21624665
I am rejecting this response because:
Hi, thank you again for your response and for providing additional information. My insurance was different on this visit than on previous visits, but in all cases coverage was a similar plan through ********** Blue Shield. Can you please offer an explanation as to why the amount that was billed increased by so much? Is $338 now the standard price for all visits to your urgent care?Also, I don't understand why we were told at the time of the visit that $92 was our copay amount if that was not actually correct. In the past, we've always been told an accurate copay at the time of service. Could you please explain why we were quoted one price then billed something that was more than 3 times higher?
Sincerely,
*********************
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