Complaints

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:06/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 went in on 1/2/24 for a work physical and ppd. I was told prior to services being rendered that the cost would be $65. I paid $65 on 1/2/24 prior to getting any services. A little while later I received a bill in the mail for $12.14 that I believed was an error so I called the billing department and they put the bill into “review” which came back stating that they were correct. I then called the office that rendered the services and they stated that I should not be getting charged anymore than $65. The office then told me that the pricing for a physical and ppd done together is $65. If I was to get a ppd done separately it would be an additional $35 charge. I am being charged this additional fee months later while receiving multiple billing statements and quite frankly I am tired of being harassed about something that they stated was incorrect in office. The billing office is not contacting the office that they are doing billing for and stated multiple times that they will not call the office and will continue to put it into “review” which I am not sure what that even consists of. Today I spoke with Angie from the billing office on a recorded line and I called the clinic office that provides the services on 3 way and confirmed that I should only have been charged $65 for the service that I have received. Angie from the billing office heard this and put the bill back into “review”. I’m not sure why their employees explanation is not enough. It is now June and quite frankly I’m tired of being harassed by Rochester Regional Health billing department because they refuse to do their job and contact the office that they are billing for. I contacted the office for them and it is still not enough. Luckily I pay attention to my bills and know when I am being incorrectly charged. I want them to correct their process and fix their mistake. Mistakes happen. It is not okay to ignore when them when being pointed out. The billing office has made a mistake.

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  A medical provider at Rochester Regional order labs that were different from the ones that I needed and requested. As no copy of the order was provided to me, there was no way for me to confirm the physician's accuracy until after the labs were drawn and the results became available. Upon seeing the wrong tests having been run, I contacted the physician's office and the correct orders were placed. I repeatedly confirmed with the office that I would not be charged any additionally as this was a physician's mistake. I was later charged. I disputed the charge repeatedly. Rochester Regional claims to have investigated this, but never contacted me during this process. The physician's office was also not able to confirm that anyone "investigating" this charge had contacted them. This an illegitimate charge and should be removed.

• Initial Complaint

  Date:01/12/2024

  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.

  I paid a $40 co pay that the hospital (Canton-Potsdam Hospital) says they will reimburse me because it should have been covered under my free cancer screening. This happened in September, and I have been in contact with them ever since many times and they keep telling me that a payment will be reimbursed to my card or that it is pending. I have called them at least 4 times about this and have gotten nowhere. It is getting very frustrating.

  Business Response

  Date: 02/23/2024

  BBB received the following response from the customer on behalf of the business:

  They have paid me back the money that was owed to me. 

  
  

• Initial Complaint

  Date:11/16/2023

  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.

  Hello, I am writing to you guys to ask for help please! Late last July, I started to receive a bill from Rochester Regional Health Lab about a lab service I already got on June 30, 2023. Even though I provided them with my health insurance information to have them send their claim to my health insurance co., they kept asking me to pay the bill amount by sending more than 3 consecutive bills. Every time I was receiving a bill I was asking the billing office of RRH about it,and their response was always" Just discard it. We already sent a claim to your insurance."!! I had to call my insurance MANY TIMES to ask them if they have received any claim from RRH about my lab service that I got in June 2023, and they said that they did not receive any claim from RRH!! I have been in this loop since last July, back and forth between RRH and the insurance company. Eventually, I received a letter (bill) from ***** ********* Collector to ask me to pay that bill !! I am so tired of RRH billing office, and I need your help please to see what is going on with that practice. I am such a committed guy, but I wonder why I have to pay a bill that is already covered by my health insurance. Note:I received that service on the last day with my previous insurance but they never declined to cover it. Attached are : 1- The 4th bill from RRH. 2- An info. of my previous insurance. 3- ***** ********* Collector Letter (Bill) I hope to hear from you guys soon. Thank you in advance. Regards, **** *****

  Business Response

  Date: 12/13/2023

  Federal (HIPAA) and state law privacy guidelines preclude us from responding to your inquiry without a patient's duly executed HIPAA-compliant "speaking" authorization allowing us to respond orally or in writing to your inquiry.   In accordance therewith and without discussing the particular details of this patient's case, please be advised that patients can submit billing related inquiries to our billing office, who work in a timely manner to resolve all concerns.  We also recommend patients follow up with their health insurance carrier when there are questions around coverage of services.

• Initial Complaint

  Date:10/03/2023

  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.

  I had a billing issue and when I called I told the woman I am being charged for my co-pay of an appointment I already paid for the day of. She said she has to put it to review and I asked can I speak to the billing depertment and she said she could not do that. I mean what??? I said to her that this is the billing depertment and she said no. I told her the number I called said it was the billing depertment!

  Customer Answer

  Date: 10/20/2023

  The business rochester regional did contact me via phone call and adjusted my bill. I did contacted bbb 12 weeks ago about this but they did not close the case.

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 accidentally sent my RG&E payment to Rochester Regional Health using my online bank. They were one line off on the list. Once I realized the mistake I have been fighting with them since 10/2022. I sent them proof of the deposited check and they keep giving me excuses, ignoring my emails, and they do not return my phone calls. $278 is this going to make or break a billion dollar company? I bet if I owed them the money they would have had me in collections months ago.

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 had my two oldest children at General, their birth floor is not horrible but it is very much outdated. I am now having my third baby and have not had the best experience. I called the women center three times and was told that I would get a call back to schedule these appointments, my prenatal visits. I did end up getting a call back after the third call! Which I find to be pretty negligent and uncaring. When they did call me back there was no apology or mention of the wait to have to hear back from someone, what happened to customer service? I wouldn't treat my customers like that. I have also called their billing department 5 times! All 5 times I have been on hold for 32 mins each and then they force you to leave message? Why so I don't receive a call back? Within the said 48 business hours? I also emailed them a compliment and I was supposed to receive a message back within 72 hours which never happened. Needless to say I am switching to Strong within hopes that I will feel more cared for.

• Initial Complaint

  Date:06/14/2023

  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 had a few procedures completed on 05/24/2023. When reviewing my bill, I noticed the services description said “Other diagnostic services” or “Other imaging services”. That’s not specific and no CPT or HCPCS codes were included or anything that explained what those services were, so June 9th I began calling the Hospital for days and after 5 minutes it went to voicemail every time. I left a voicemail asking to be called back. Then on that same day I left a message via MyCare their app. Their response was posting the same bill under an itemized bill tab on my care but still there were no CPT or HCPCS codes and descriptions of services showing as “Other”. It was the same original bill. No call back or response to my message was provided. Just want to provide a reminder that under NYS Patient’s Bill of Rights, by law I am required to receive an itemized bill when asked. It is now June 14th, as soon as I asked for the itemized bill the bill posted had a due date of upon receipt while all of my other bills always have at least 30 days before payment. I can’t pay a bill that does not specify what procedures and items were used and why the largest amount of payment shows under a description of “Other”. BBB please assist me in receiving an itemized bill from Rochester Regional Health.

  Customer Answer

  Date: 07/11/2023

  Confirming the business finally responded to the inquiry. They said they will send an itemized bill (for a different bill than the one requested - May 24th), I said it wasn’t needed because they had finally updated their online website to include the itemized information for the May 24th procedures. Went back to check Today and the itemized bill for May 24th was removed. Not even worth it to go back through the process of asking again. I paid the bill for the May 24th procedure and after my next surgery I have set up appointments for a different hospital (U of R) and will ensure I never again use Rochester Regional. Thank goodness we have the option of using a different network, I know not everyone has that option but I have good insurance.
  
  If I have any say/or my opinion influences a decision, I believe they should receive a low rating.

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 insurance company ****** ********** have repeatedly told them I am not responsible for this bill, and they continue to bill me. They are essentially harassing me at this point.

• Initial Complaint

  Date:09/14/2022

  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 have been having ongoing billing problems with Rochester Regional Health. Inaccurate submissions being rejected by insurance, getting 2 different totals on paper bills and email statements. On 07/17/22 I received a statement showing an unpaid balance of $866.32 in the mail. On July 19,2022 I received a billing statement showing a balance of $1169.10 When I inquired about this discrepancy, I was told the difference was the amount in collections. On 08/14/2022 I received another statement by mail showing a balance of $825.10 I paid this amount in full ($825.10). On 09/11/22 I get an email from my former insurance provider that they paid a claim from 11/26/21. With this latest event being almost a year ago, I am starting to think I have over paid, or have been charged for services that were covered by my insurance but were submitted wrong and rejected.

  Business Response

  Date: 10/03/2022

  Called business and spoke with Erica who stated that she does not see the billing statement for the $1169.10, however, she does see the total amount paid of $825.10 by the cons.  She also stated that the cons. has balance in collections.  I requested that the business reach out to the cons. for explanation of charges.  She stated that she will.