Complaints

This profile includes complaints for OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices has 80 locations, listed below.

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  OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices

  3430 Ohio Health Pkwy Columbus, OH 43202-1575

• 

  OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices

  5100 W Broad St Columbus, OH 43228-1607

• 

  OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices

  340 E Town St Fl 9 Columbus, OH 43215-4600

• 

  OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices

  2030 Stringtown Rd Grove City, OH 43123-3993

• 

  OhioHealth Corporation Family of Hospitals, Clinics, Centers & Practices

  7500 Hospital Dr Dublin, OH 43016-8518

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:02/28/2025

  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 underwent a colonoscopy and consulted my insurance beforehand about the potential out of pocket expenses. I was given the CPR code ***** with is preventative and fully covered.

  After the colonoscopy, which did remove polyps, my insurance was billed for CPT codes 45380 and 45385, which are both preventative and the verbiage matches what I received.

  However, anaesthesia billed for CPT code *****, which is diagnostic. This code states "colonoscopy that includes specimen collection by brushing or washing." CPT code ***** states "flexible colonoscopy that involves removing polyps, tumors, or other lesions using a snare technique."

  Based on my doctor's notes my polyps were removed with a snare. The ACA also states that all services related to a preventative colonoscopy, which my actual colonoscopy is coded as and my health insurance has not fought paying, are to be covered. Ohio health refuses to correct the procedure code and my insurance has stated they cannot do anything.

  This leaves me stuck with a bill I should not owe and hours of my time on the phone trying to get them to fix this.

  They are trying to say it is automatically diagnostic because polyps were removed, which is not what my insurance nor the law states.

  CPT code ***** includes polyp removal and is accurate in its verbiage on how the polyps were removed.

  I just want them to code this properly so my insurance can properly process it.

  Business Response

  Date: 03/03/2025

  The OhioHealth bill has been placed on hold while a review of the medical record and coding has been initiated.  The patient has been provided with the number for the anesthesia provider billing for their review as well.   Once our review is complete, will update the record and notify patient.   

  Customer Answer

  Date: 03/03/2025

  I have already contacted the anesthesia billing company. They are the ones who informed me that it was coded as CPT 45378 and not the proper CPT 45385. After talking to them, I contacted Ohio Health. After some time, I received a call back from Ohio Health stating that they had done an audit and that they felt they coded it correctly and they would do nothing else. Based on the descriptions of the CPT codes, I am currently being billed for care I did not receive, which is fraud. I did receive the care described under CPT 45385. I am also including screenshots of a discussion with my insurance company stating I am not liable for these charges.
  Regards,
  
  ******* **********

  Business Response

  Date: 03/14/2025

  A corrected claim has been submitted with the added CPT modifier.  The insurance payment and adjustment did not change.  The balance remaining is based on the patient's deductible and co-insurance.  All out-of-pocket expenses are related to diagnostic components of the procedure, not the scope itself.  The scope was covered entirely by the insurance.  Please let us know if there are any further questions or concerns.  

  Customer Answer

  Date: 03/14/2025

  I will reach out to my insurance company again, as according to them, the incorrect coding was what was causing the issue with their processing. Again, services performed during a preventative colonoscopy are required to be covered by insurance, even if they would be otherwise diagnostic according to the law, but my insurance can only go off of how things are coded and cannot correct these themselves. If there are further issues, I will reach out to the normal customer service line to begin with. 

• Initial Complaint

  Date:07/29/2024

  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.

  On July 2, 2024, I went to Ohio Health Urgent Care, **** ********************** *** ************* ** ***** for a medical condition. It was determined they could not bill my out-of-state insurance and advised me verbally that I would be a private-pay, and that the visit is about $85. I agreed. Once I saw Dr. ******** in the exam room, it was determined that labs are indicated. I asked her how much those would be and she left the room to find out. She came back and advised me verbally that the cost of the lab work would be an additional $100. I agreed and we proceeded with the testing. I was later billed $604 for those $100 labs. They provided a $211.40 discount with a remaining balance of $392.60 for my $100 labs. I have spoken only by digital message to the billing department of Ohio Health. Reaching them by phone is apparently impossible. I am asking them to honor what their doctor/representative quoted me at the facility. I did make the initiative to find out beforehand what I would be charged since they were treating me as a private-pay patient. I did what I needed to do to be informed to make a financial decision and they are reneging on their part of the arrangement. They told me that they DO provide options to obtain the cost of services through their facilities. That is EXACTLY what I did prior to services rendered, and that cost given me by the facility and their representatives was $100 additional. They are only offering me payment plan options and financial assistance and advising that they cannot discount my bill any further, and not offering to uphold the quote their representative provided to me at their facility. I am not asking for a discount. I am asking to be billed what they stated before I accepted and services were rendered. I am ready and willing to pay the $185 I was advised of, and agreed to, prior to accepting their service. In the absence of fair billing practices, I have not yet made a payment.

  Business Response

  Date: 08/08/2024

  A charge audit did support all charges.  Not sure why the price estimate did not include all ordered labs.  However, happy to bill the Out-of-network plan for full charges and await adjudication.   Will reassess if the patient balance exceeds the expected amount. 

  Thanks!

• Initial Complaint

  Date:05/08/2024

  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.

  My son broke his ankle at a sporting event and I took him to the nearest Ohio Health ER. Date of service was 3/18/24.

  I received a bill Guarantor ID: ********* for services on 4/5/24 for the amount of $1,962.56.

  I called on 4/15/24 to start the financial aid process with a representative. Once that was completed they informed me that I would most likely qualify for a 65% discount and asked if I wanted to pay the new amount over the phone because they could offer me an additional 10% if I did it then. Thinking I wouldn't qualify for more I paid it with my credit card Receipt # ******* for the amount of $618.21, while my financial aid request was being processed.

  On 5/6/24 I received an approval letter stating I was approved for an 80% discount. I called the financial assistance program to start the process of my reimbursement for the overpayment of $225.70 I made when I was led to believe I would only qualify for a 65% discount with a one time only additional 10% off if I paid that day. I was told by the representative that I could not get a reimbursement.

  Being a single mother and putting that kind of money on my credit card because I thought I was doing the right thing for my family and for your service to find out I was tricked into paying more money is disheartening.

  I am looking to receive a reimbursement of $225.70.

  It is money I didn't have in the first place (why I put it on a credit card) or I wouldn't have called for assistance.

  Business Response

  Date: 05/16/2024

  **********************
  
  We are in receipt of your correspondence on May 15, 2024, regarding a consumer complaint filed with your office for the above referenced matter. The complaint relates to a medical billing issue involving services rendered at OhioHealth.
  
  Our staff has investigated this matter internally and the requested refund has been processed. The requested refund was still in the process of being reviewed and approved after the consumer’s call to Customer Service last week. We have expedited the process and the refund of $225.70, along with another refund of $25.57 (which reflects the 10% discount the consumer was offered for paying the same day), has been applied to the Visa card used for the original payment.  Please note, this credit may take several days to appear in the Visa account.  
  
  We want to thank you for bringing this issue to our attention. If you have further questions, you can reach me at ###-###-####.
  
  Sincerely,
  
  
  **** ***** ****
  Assistant General Counsel
  Office of the General Counsel
  OhioHealth Corporation

• Initial Complaint

  Date:06/15/2023

  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 have been receiving fraudulent bills in the mail for a visit to riverside methodist hospital on 1/18/2023, for emergency services performed by Dr. ****** *****, and for chest x-rays.

  The issue is I was never, and have never been seen at riverside methodist hospital for emergency services. I initially called the number on the bill to dispute in early February. To which I was told that they (mydocbill.com) are a third party billing service and they couldn't do anything to help.

  I then received a second bill in the mail from TEAMHealth in early February, I reached out to them as well. They told me they would place my account under review. I continued to follow up almost on a weekly basis for an outcome. I stoped reaching out after being told it was still under review at least a month later.

  Recently on 5/29/2023 I received final notice in the mail for the fraudulent services stating that they are sending me to collections. I tried again to contact mydocbill.com, TEAMHealth, and Riverside. Both third party billing companies said that I would need to contact Riverside directly, Riverside claims they don't have a bill for me in their system.

  On top of the fraudulent bills, they have also billed my insurance provider for said fraudulent bills.

  I have filed a police report for identity theft regarding the fraudulent bills as well. No one seems to be able to help.

  Business Response

  Date: 06/23/2023

  The OhioHealth Riverside Methodist Hospital (facility) charges were removed from the account, and nothing was submitted to insurance.  We have notified Riverside Radiology Interventional Associates, billing for the radiological professional services and TEAMHealth, billing for emergency room professional services, of the situation so they can make similar adjustments to their claims/accounts as well.  We will continue to follow up until we have received confirmation of closure.  

  Customer Answer

  Date: 06/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20190943
  
  I am rejecting this response because: I would like to wait until ALL charges are removed and this is fully resolved before accepting this resolution. I would also appreciate something in writing from each institution stating that the charges have been removed and nothing is owed.  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 06/30/2023

  We have requested the other providers to provide the details of their correspondence and are awaiting a response.  I do know, they will respond directly to the consumer via US mail.  

  Customer Answer

  Date: 07/17/2023

  I have received correspondence from OhioHealth regarding the charges being removed. Still pending TeamHealth and Riverside Radiology and Intervention Associates.  Also, TeamHealth will need to coordinate with the collection company they sent my bill to to have that removed as well. I would like to keep this complaint open pending correspondence from the other two, and to insure the collection is taken care of.

• Initial Complaint

  Date:10/03/2022

  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.

  Here is a summary of what has happened.My primary doctors group wanted me to complete a sleep study because I had an abnormal EKG. My Doctors they setup an appointment with Ohio Sleep Solutions in Grove City OH. My appointment was on 2/19/22 and I took the study. In March I received a letter that the claim for $6507.00 was denied and I sent that to my primary care doctor’s office. I thought everything was taken care off until I received another letter on September 7th that the appeal had been denied. I contacted my primary care doctor’s office who contacted the Sleep study facility and after several days of communication, I was told that that the Ohio Sleep Solutions received an approval for the sleep study with this authorization number: ********. I immediately called my Insurance provider- ****** ****** ****. After explaining everything to them. I was told that the authorization number was nothing they provided. All of their authorizations start with an A. They told me that the pre authorization was denied on 2/16/22 and here is the code: **********. I asked why they (****** ****** ****) didn’t notify me and they said that the Sleep Study facility should have contacted me before the test. I sent this on to my Primary Doctor’s group and was told to contact Ohio Sleep Solutions at ###-###-#### to work it. I called them on 9/21/22 and talked to ***** who asked me to email her the denial letter that ****** ****** **** sent. I sent an email that day to [email protected]. She also gave me a number for Ohio Billing: ###-###-####. I called on 9/21/22 and left a voicemail. I have yet to hear back from Billing. On Monday the 26th I called ***** asking if I could talk to a manager to get this resolved. She asked me to send the letter again. On 10/2/22 I sent another email to ***** asking for the contact information of someone who could help. If I had known that my insurance company denied the pre-authorization I wouldn't have taken the test.

  Customer Answer

  Date: 10/10/2022

  I wanted to send this your way. The first couple of pages are the most
  important. They discuss the reason why the claim is being denied. In May
  I received a letter and sent it on to my primary care group, thinking they
  just needed to code it correctly. I guess it was for the internal review.
  
  From what I have found during my numerous phone calls and emails to my
  Primary care provider, ****** ********** and the Sleep study facility I
  don't feel that an external review will be successful.
  
  What I know NOW that I didn't know before I took the sleep test, was that
  the pre authorization was denied. The Denial Code is **********.
  When I asked **************** why they did not notify me they said it is
  the service provider's (the Sleep Study Facility) responsibility.
  
  Mistakes were made, but they were not made by me and I want to make sure
  that I'm not held responsible for paying this bill.
  
  Please let me know if you need more information from me.

• Initial Complaint

  Date:09/30/2022

  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.

  Services were rendered by Ohio Health on 07/12/2022. My account number is *********. Amount billed and sent to ******** and my supplemental insurance was $8,198.85. ********, supplemental insurance, and adjustments paid $7,965.85. I was billed with account balance of $233.00 on 1st statement dated 08/17/2022. I followed Ohio Health instructions and applied for financial assistance with our income falling below the 400% below poverty level. Application was dated 08/26/2022. On or about 09/14/2022, Ohio Health sent me a letter requesting lots more information regarding income, assets, savings and checking accounts, ira's, and any other possible income sources. I mailed information 09/14/2022 but have not heard anything from Ohio Health. Although I have this ongoing application being considered I hope, Ohio Health has sent yet another "PAST DUE AMOUNT" statement which I fell started the clock ticking towards collections. This is the protocol practiced by Ohio Health historically experienced by my husband. Ohio Health has previously sent ** authorized bills to ******** and turned his name over to collections while ignoring ** instructions for billing. It seems that Ohio Health's billing department would any/all future billing until financial application is processed but they continue to harass by sending additional bills.

  Business Response

  Date: 10/04/2022

  Thank you for sending the additional requested information.  The financial assistance application has been processed on 9/28/2022 and approved for 80% charity discount. The award letter was mailed the same day.  The discount has been applied to the balance on the account.  The balance remaining to be paid by the patient is $46.60.  A new statement will be generated shortly.  As a reminder, by activating a MyChart account, would provide current account balances, statements and letters.  I apologize for any inconvenience this may have caused.  Please let us know if there are any further questions or concerns.  

  Customer Answer

  Date: 10/04/2022

  Today (10/03/2022), I received a response from Ohio Health granting an 80% discount.
  
  I feel strongly that my account should be granted a 100% discount. I have provided Ohio Health with supporting documentation reflecting that our income is well below the 400% below poverty level guideline[s] and that in these days of high inflation and its impact on every single expense that I and my husband are subject, surely demonstrates that this bill places undue hardship on our financial situation.
  
  As originally requested on our BBB Complaint, I am requesting that Ohio Health reconsiders the burden placed upon me and approves a 100% discount.
  
  Thank you for your time regarding this matter.
  
  ***** *********
  

  
  

  Business Response

  Date: 10/04/2022

  For income/family size between 300 - 400% federal poverty guidelines, is an 80% charity discount.  For further discounting requests, please submit a hardship letter with supporting documentation as why the remaining balance cannot be afforded.  Additional supporting documentation includes copies of all monthly expenses including utility bills, mortgage/rent payments, all other monthly expenses, food, gas, insurance, etc.  The request will be decided by a multidisciplinary group during the next scheduled monthly meeting.   I hope this information is helpful.  For more information or support in completing the hardship request, please call our customer service line at ###-###-####.

  Customer Answer

  Date: 10/04/2022

  Ohio Health has taken an arbitrary position to categorize 300% - 400% patients.  Hardship show be  noted anytime one falls below the 400% threshold.  They're simply making it a most hard and unreasonable requirement when they ask anyone how they spend

  their meager and fixed income that is again, 400% BELOW the poverty level.  With all necessary expenses being driven even higher because of inflation, surely no one can easily afford the most expensive of all liabilities - that in the medical caegory.

  The hospital was in excess of $10,000 for well-being diagnostic tests like mammogram and colonoscopy.

  I strongly believe that the hospital show not be the only one to make the rules and that each state AG should play a part in protecting its citizens from such exhoribant costs for basic medical needs.

  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/27/2022

  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 was receiving fertility treatments from *** ********* in ********* ** as a travel patient. Part of the process includes local ultrasounds in my home city of Columbus, OH. I chose to do this with OhioHealth's Riverside Hospital. I set up appointments for March 21, March 25, March 28, and March 30. I was quoted a $171 co-pay for each appointment. I sent them the order from my ********* ******, which asks for them to count and measure all follicles. I went to the first appointment for a baseline ultrasound on March 21 and was asked for the co-pay prior to the appointment, which I paid. After that appointment, I received a call from the ultrasound manager saying that due to legal reasons, they would no longer be able to accept orders from out-of-state doctors, but they would complete my previously scheduled appointments. I was grateful. I went to my next two appointments on March 25 and March 28. On these occasions, I was not asked for the $171 co-pay. I figured they would just bill me through *******. After the appointment on March 25, I received a call from my ********* ****** saying that they had been having a hard time getting the measurements of all my follicles from *********. I had over 20 follicles and they would only measure 6. ********* had told them that they had an agreement with "a nurse" from *** that they would only measure 4 follicles. The nurse that I spoke with nor I knew anything about this and the order clearly states measure ALL follicles. Because we didn't have the appropriate information to determine if I should move on to the next stage of the very time-sensitive IVF process, I had to get another ultrasound done at a private facility for $279. Now I receive bills from OhioHealth for the ultrasounds...$480 each totaling $940. So they also pulled the pricing bait and switch. I don't think I should have to pay for this. Also, does OhioHealth always make healthcare decisions for patients without the patient's knowledge?

  Business Response

  Date: 06/29/2022

  Thank you for your patience as an in-debt review was performed on the medical record.  As a result, code ***** (infertility) was added to the two subsequent claims for 3/25 and 3/28.  These claims will be resubmitted to the payer for adjudication.  

  Customer Answer

  Date: 07/07/2022

  I accept the business's response to resolve this complaint.  Thank you for looking into this matter and providing an acceptable solution.  My insurance has now covered these procedures with me paying a $40 copay.  I didn't wish to go the route of filing a grievance with the Better Business Bureau, but this is the only avenue that has produced an acceptable result.  Your other avenues of conflict resolution (Office of Risk Management) were very unhelpful and just restated what the Radiology Department told them without doing any of their own research or investigating.  They were not focused on patient care and satisfaction AT ALL.  Thankfully, this process has been much more transparent and effective.  Your efforts are greatly appreciated!
  
  ** *****