ComplaintsforSaint Mary's Regional Medical Center
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Complaint Details
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Initial Complaint
05/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited this establishment in March of 2024 to set up primary care and to keep up with my maintenance medications for my heart as well as other issues...The location on ****************.. has consistently caused me issues vindictively not feeling my heart medications after repeated requests that I need them because I travel for work and the last thing I should be doing is stressing over blood pressure, cholesterol, heart medications so I can function. This location refused to handle any of my other issues related to my heart and basically have blown me off where I have paid for medical services in full and are blocking me or ignoring me from sending the meds I need to be refilled. They're not even answering my messages on my chart and I've never seen a callus and vindictive health care provider in my entire life and I need my heart medications. I paid them to get these refilled and they're not doing it...Business response
05/30/2024
Medication was sent into the pharmacy multiple times and we communicated directly with the patient.Initial Complaint
02/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 5th, 2023 I began physical therapy services at St. ****'s Medical Center. Claim # **********V409708H. During the appointment process I was told that 15 appointments were covered by my insurance provider. I was not informed of any deductible or out of pocket expenses and as of 2/5/24 I still have not received a bill from Saint ****'s for the services rendered. I did received a explanation of of benefits from my insurance provider ********** Blue Shield on 2/5/24 which showed an amount due of $459.93.I would not have continued service after the initial treatment on Dec. 5th if I had known about the out of pocket expenses as the services rendered were not reducing my pain or improving my quality of life. 1. Saint ****'s should not have told me 15 appointments were "covered" by my insurance 2. Saint ****'s should inform patients of the out of pocket expenses to be expected up front 3. Saint ****'s should bill patients in a timely manner As a consumer, patients need to know the cost of services rendered to make educated decisions on whether or not to continue care based on the results we are getting. Had I known the cost for these services up front, or within a reasonable timeframe, I would not have continue to seek care from this provider. Claim # **********V409708H Account # *******Business response
02/16/2024
Saint Marys strives to meet or exceed our customers expectations,and we appreciate knowing when those expectations have not been met. An investigation into these concerns will be completed and we will respond directly to the customer.Initial Complaint
04/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
In mid June 2022 I paid St ****** Fitness $700 + WITH A PERSONAL CHECK for a renewal of my annual membership from 1 July 2022 to 30 June 2023. St. ****** closed the facility on 28 February ********************************************************************* my case $200+. I have made several attempts by phone calls to St ****** followed by e-mails to a corporate address and to the *** in ****, **. Two date I have had nor response. I know they have been crediting those that paid with a credit or debit card.I simply want the refund they owe me.Business response
04/14/2023
Hi **************,
Thank you for the message. We apologize for any inconvenience this has caused and are actively working toward a solution with you. The initial message mentions that to date you have received "no response". Our records indicate this is not the case, as **************** has been in direct communication with you explaining the reason for the delay. Now that an updated address has been provided, our Financial team is re-confirming the amount to be refunded after the initial refund check was distributed in February 2023, but to an address that had not been updated. We thank you for your patience in this matter and assure you that we are diligently working toward a ****************.
We always want to provide you with the very best care and service, and appreciate the trust you place in Saint Mary's Health Network.
Thank you.
Initial Complaint
08/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
*** tried calling many times to this establishment to find out if my payment plan has been payed in full and resolved. I get an answering service 99% of the time I leave my information like they ask so they can return my phone call they do not. I did get somebody only to be put on hold for a long time only just to be hung up on. Ive called other Departments to see if they can assist me but ** always referred back to this accounting. The other departments Ive talked to have all said accounting has become terrible to get in contact with.Business response
09/06/2022
Called and spoke with patient on 8/24/22 and resolved issue, patient's balance is $0.00. Opportunities identified for streamlining vendor communication.Customer response
09/06/2022
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.
Sincerely,
*********************Initial Complaint
04/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been trying to get my receipt of payment. This is needed for reimbursement. I called again today and the agent was rude, even giving me back my own name and phone number when I asked for her name and ID. Her mocking and childish behavior is very rude and frankly shows her stupidity. This is the third time I've called to get my receipt for my daughter ****** *******'s visit, I need her account shown to be paid in full and a statement showing payment sent to me as soon as possible as reimbursement is time sensitive.Initial Complaint
01/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went in January 3rd 2022. Everything was going okay until I went to the ultra sound department and it was then that the lady came and got me, as Im walking to the back with her she starts to try and joke I didnt think anything about it but noticed it might be a little off. We then got to the back and she walks to the back and starts talking to her co worker and they start whispering and start to giggle. She then comes to me and starts saying that they were giggling because I was in there for multiple things involving and X-ray, the ultra sound and blood work. I said um okay with a questioning voice like why are they talking about that. We then proceed to the ultra sound and she didnt even move it around my stomach she was lightly holding it in one spot. She then said okay thats done and asked me to get undressed and throw a small white blanket over myself so I did she said that she was going to do another test and that it wasnt going to do anything to me if I was pregnant. So we start the process and as Im going through this she starts acting a little weird and starts talking about a lot of people dont believe her that she is 29 but she had already said earlier that she had been doing the job for about 35 years. She the finishes the test and I go home and later that night I had a miscarriage. Also my fianc went to the same hospital and they were messing with his mental health, they werent taking his allergy to medication serious and also were talking about poisoning him with COVID 19. This place is a very unsafe place and no one deserves to deal with something like this.Business response
01/24/2022
Due to patient privacy laws, the complainant will be contacted directly.Customer response
01/24/2022
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.
Sincerely,
*************************Initial Complaint
10/27/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had heart surgery on June 4, 2021, requiring an overnight hospital stay at St Mary's Medical Center in Reno. On June 3, 2021, I was contacted by the hospital billing department and requested to make a payment toward my stay based on information they had gleaned from my insurance information that I had provided for them. They stated that my total bill, including co-pay and out of pocket maximum would be $6,480.00. I paid this amount using my credit card at the time of the call and received a receipt, (dated 6/03/2021, 12:12 p.m.). On August 9th, I received all of my insurance statements and these indicated that I actually only owed the hospital a little less than $2,000.00, so I contacted the billing department. A very nice lady, "Sandy" took my call and stated, Oh yes, we actually owe you over $5,000.00 because we owe you for overpayment of another claim for services on June 1, 2021, and you have a refund for $240.00 from December 2020. She was able to refund all but $4,516.-- to me within the week, but stated that they needed the final insurance statement and would then get the rest of my money refunded to my credit card. The final statement came out roughly a week later, and I talked to her again in early September, where she confirmed that their records showed they owed me the refund for $4,516.--, (can't remember the exact change); and she stated she would get the information to a supervisor as it had to be signed at a higher level before it could be refunded because it was "such a large amount." I have been calling almost weekly since, sometimes having to leave a message, and sometimes talking to someone, (not Sandy since that call), but have not received my refund yet. I have left messages and no one has returned them. I do not have an account number as St Mary's has NEVER SENT ME A STATEMENT!!!!! All other medical entities involved in my surgery have sent statements, and have been paid. This is a large sum that I need to pay bills. Thank you.*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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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.