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Business Profile

Health Care

Elliot Health System

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Late last November I had a procedure done at the Elliot Hospital. I received a bill in late December and set up a payment plan in January. I was given the option to pay over three payments and I set this up online with a credit card. The first payment was automatically withdrawn from my bank account in February and the second one in March. Before the third was scheduled to be paid I received a letter from a collections agency asking for the final installment. When I called on this the Elliot hospital told me that I was at a zero balance and would need to pay the collections agency for the remaining amount. The hospital said my third installment went beyond the allowed billing time based on the date of service. I provided my feedback telling them this should have been noted when I set up the payment plan. The customer service person told me to have a nice day and hung up the phone. I have never had anything go to collections in my life. I do not recommend setting up a payment plan with the Elliot as it may end up in collections.

    Business Response

    Date: 04/08/2024

    We have contacted the patient and reviewed her concern. We feel this issue has been resolved. 

  • Initial Complaint

    Date:03/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a bill for care provided to my daughter with a charge from the Elliot for $194. They then claim I actually owe them $667.51 because thats what my insurance says. I have tried now on numerous occasions to speak with billing agents to understand how they can just add more money onto the bill even though it clearly shows total charges = $194. I have paid the $194 charges in full to them and they continue to request I pay an additional $473.51 because insurance tells them they can.

    Business Response

    Date: 03/04/2024

    We have contacted and reviewed this concern with the patient. We feel this issue has been resolved. 

    Sincerely,

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

     

     

  • Initial Complaint

    Date:08/15/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Second consecutive year Elliot Health System cased a billing error due to incorrect use of ICD-10 Code submitted to health insurance provider **** of MA.

    Business Response

    Date: 08/17/2023

    We have sent a letter to the *** ****** regarding his concern. We feel this issue has been resolved. 

    Customer Answer

    Date: 08/22/2023


     Complaint: ********
    I do not accept the business's response as a resolution to my complaint because as per the attachment provided Aug. 17th, 2023 (received Aug. 17th, 2023 via My Chart)  Elliot Health Systems is looking for payment from me. If the said claim ******** has been resubmitted Aug. 17th, 2023 for dates of service July 11, 2023 by Elliot Health System per correspondence from Ms. B*******, all collection efforts including demand for payment should be halted.

    This is my third request, I will restate my request again "All collection efforts by Elliot Health System, their employees or agents including but not limited to dispatch of invoices and or demands for payment be halted until the medial insurer Blue Cross Blue Shield of Massachusetts has had an opportunity to receive the revised claim dated Aug, 17th, 2023 and processed claim ******** in accordance with their business processes". If halting the collection process is not possible I am requesting Elliot Health System, their employees or agents to confirm this to me. 

    Sincerely,

    ***** ******

    Business Response

    Date: 08/24/2023

    Date Sent: 8/24/2023 11:39:52 AM
    Mr. Murid Akhtar account has been placed on hold while the insurance is going to be reprocessing the claim.

  • Initial Complaint

    Date:07/28/2023

    Type:Billing Issues
    Status:
    Answered
    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 1/9/23 there was a credit on my account for $512.45, my husband requested that the credit be refunded to me. After many calls and emails, I finally was able to get Elliot to agree to refund use the monies owed to us. I received checks in the amount of $181.82 and $121.83. My account now has a zero balance, which leaves $208.80 unaccounted for. I have called, left messages, spoke to representatives and no one can give me an answer other than the account now has a zero balance. This billing was through a legacy system to which they do not seem to access to anymore? The $208.80 is still unaccounted for and whenever I reach out to discuss this I am greeted with an indifference and an extreme reluctance to provide any assistance. I simply want the money owed to me or the accounting to prove where the money supposedly went, both which I have been promised, but the requests remain unfulfilled. My family is conducts all of our medical business with the Elliot and this is threatening that relationship. It's been months of back and forth about this and it's very alarming that they cannot provide AT LEAST statements/ accounting of their patients billing records. I understand they changed billing platforms, but being unable to access older records is unacceptable.

    Business Response

    Date: 08/03/2023

    We have sent a letter to the Ms. *** regarding her concern. We feel this issue has been resolved. 

  • Initial Complaint

    Date:02/17/2023

    Type:Billing Issues
    Status:
    Answered
    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 went to the Elliot in December 2022. I was billed in January 2023 and made the payent on 1/20/2023. This is reflected in my bank statement and I used the service outlined in their bill to pay. I received a notification a few weeks ago that the same bill (that I have already paid) was unpaid and due. I called to confirm and their Billing department said they saw the bill was still due and asked me to email over a screenshot of the payment. I did so and have attempted to reach out 5+ times over the past few days with no response. The bill is still appearing as unpaid.

    Business Response

    Date: 02/22/2023

    We have contacted the patient and reviewed her concern.

    We feel this issue has been resolved. 

  • Initial Complaint

    Date:10/17/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    Elliot Hospital charging bill which is their responsibility and sending it to collection. Dates of services 5/11/22, 5/25/22, 6/8/22, 6/22/22. Amount of money $2,000 for bills. I have a chronic lung disease and I was seeing a pulmonologist Dr. ** ***** at Elliot Hospital. Dr. suggested that I try an allergy medicine which should help me. I had concerns that the medicine is very expensive. Doctor’s office contacted the drug manufacturer and found that they would cover what is not covered. The nurse did all the paperwork and informed me that funding was accepted by Genentech. I could start taking the allergy medicine. I took 4 doses, from 5/11 to 6/22/2022. Everything seemed fine. We then relocated from New Hampshire to DE in July 2022. Elliot had our new information, except that it was not updated in the medical records. In September, I received a letter from a collection agency to collect a debt of around $1,500 dollars for Elliot hospital. Elliot did not contact us directly. We had informed the Post Office ahead of time to forward our mail to our new address. We received many forwarded mails, but none from Elliot Hospital. It seemed that through some mistake “by Elliot”, they did not get reimbursed from Genentech. After a few calls to Genentech, I was informed that Elliot had contacted them, I was eligible for financial assistance, but Elliot Hospital did not send back some forms. I do remember signing a form at Dr. ** ******* office about financial disclosure to Genentech. Medicare and my Medicare Advantage insurance covered part of the bill for the allergy shots and the balance would have been covered Genentech. Genentech did not cover the remaining balance because of some procedural issues that Elliot Hospital did not follow. Now, Elliot Hospital is telling me that I have to pay the balance, when they made a mistake. Even now, they have not made any attempt to get the money from Genentech.

    Business Response

    Date: 10/17/2022

    This manager has contacted patient in regard to the complaint attached.   The balances on the dates of service in question have been placed in "contested" status while we work with his insurance company for reimbursement.  Patient has my direct contact information and name to follow up with further questions.

    Customer Answer

    Date: 10/17/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 18231532, and find that this resolution is satisfactory to me.

    Sincerely,

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

Elliot Health System is NOT a BBB Accredited Business.

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