Business Profile

Hospital

Premier Health

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Complaints

This profile includes complaints for Premier Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:01/06/2025
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 had a procedure done on 04/01/24 we set up a payment plan, and I paid on time every month then after 5 months of paying the statements stopped arriving in the mail but I kept paying online every month for 3 months. I called since the mychart area showed I paid but did NOT deduct it from the amount owed. They apologize and said, " yes it shows you are up-to-date and that I only now owed $405.92." I asked if I could just pay it off since I no longer trusted their system and they said, "absolutely." Fastforward, they sent a statement randomly in the mail saying I still owed the $405.92. I called AGAIN and they told me yes it is all paid off on their end to disregard it and email me an itemized statement showing paid off. Now, I just received a past due notice in the mail for the $405.92. How can you run such a short business when it is people's medical payments? This could hurt MY credit due their system issues are you kidding they should be reimbursing me for all of this stress and issues THEY are causing!
Business Response
Date: 01/17/2025
This information has been forwarded to the Patient Financial Department to address these concerns.
Business Response
Date: 01/17/2025
Attached is the letter sent from PFS.
Initial Complaint
Date:10/16/2024
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.
Account 602596930 Amount $396.30 Paid account balance in full 9/15/24 - as shown on checking account electronic transaction Paid again 10/3 when balance still showing on account billing Note: zero balance on MyChart did not agree account billing - paid anyway Multiple phone calls requesting refund Have been told refund in process - but no date given Problem has occurred due to account billing not accurately showing payment on account. I paid by mistake but UVMC has not resolved problem in a timely fashion.
Business Response
Date: 10/22/2024
October 22, 2024

Provider: Premier Health
Complaint: ********

Thank you for the explanation of the issue regarding BBB Complaint ********. The consumer states the following:

Consumer states they received a statement that they owed $396.30, so they paid it.
Consumer states that the same balance due was still showing on 10/03/24, so they paid it again.

Premier Health/Miami Valley Hospital response is as follows:

A correct and valid bill, or claim, was sent to the consumer on 9/09/24 showing a balance due of $396.30. No statements were sent to the consumer after that date.
We show the consumer’s payment received and posted on 9/16/24, second consumer payment for the same amount was received and posted on 10/3/24, which was refunded to the consumer on 10/16/24. The account now has a $0.00 balance.

Thank you for taking the time to share this experience, we apologize for any inconvenience this may have caused. We value your feedback as it allows us to identify opportunities to improve service for our patients. If the patient has any further questions or concerns, please feel free to contact us.
Initial Complaint
Date:10/07/2024
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 bill is $76 with physicians network I have paid o this bill since may I have paid $55+up to today 10/4/24 the bill is STILL 76 dollars they are using a Indiana based debt collection which I do not feel is right since I have paid consistently since May please help me resolve this
Business Response
Date: 10/17/2024
This was received in the Patient Relations Department; we have forwarded this info and concern to Patient Financial Services to address. Thanks
Customer Answer
Date: 10/17/2024
I have paid $25 with a debt card ending with **** with a confirmation # of ******** for account # ****** another payment of $20 with confirmation # on 10/2/24 of#****** yet another $20 payment 7/25/24 confirmation #****** $67 pd dec 6 confirmation #****** 11/6/23 $10 confirmation #******. I believe I’ve pad off really over paid primer for this bill on account # ******
Business Response
Date: 10/18/2024
October 18, 2024

Re: Complaint ID: ********

Thank you for the letter dated 10/17/2024 regarding Complaint ID ********.

The constituent states the following:

Constituent has a bill with Physicians Network that has been paid on and there should not be an open balance.

Premier Health/Miami Valley Hospital response as follows.

The outstanding balance that the constituent has referenced is not for Premier Health/Miami Valey Hospital. The constituent had their services with Premier Physicians Network. We have reached out to Premier Physicians Network to facilitate the awareness of this complaint.

Thank you for taking the time to share this experience. We value your feedback as it allows us to identify opportunities to improve service for our patients.

Best Regards,

******** *******
Supervisor,
Corporate Financial Counselors
Premier Health
**** ********* **** ******** ** *****
Initial Complaint
Date:05/20/2024
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 was admitted to Miami Valley Hospital (Premier Health) from the emergency room with diagnostic code K57.20 (acute diverticulitis with bowel perforation) on 11/26/23. Miami Valley filed the claim 4 times to United Healthcare from 12/15/23 to 5/15/24 with no supporting medical records. Both the insurance carrier and I have requested the medical records be provided on multiple occasions. I have also given the provider line information for my insurance company so Premier Health can call them and find out exactly what is needed to support the claim. No calls have been made to United Healthcare. I asked central billing multiple times if there was a patient advocate and was told there was not. I discovered on the Better Business Bureau site that there is an advocate, Jeff Becker. I contacted *** ****** beginning on 4/24/24 and finally received a call back on 5/1/24. He apologized that three duplicate claims had been filed with no medical information. He assured me that my medical information had been submitted and there would be no further issues. United Healthcare processed the claim again on 5/15/24 and it was denied for a fourth time because no supporting medical information was provided. I contacted *** ****** again on 5/16/24 and did not receive a call back. The amount of this claim is $25,968.43. Premier Health is not acting in good faith to file a proper insurance claim with my insurance company and will ultimately attempt to collect the amount from me due to their sheer incompetence. I want them to contact the provider line at the insurance company and work with the insurance until the claim is filed correctly and has all the relevant information that has been requested repeatedly.
Business Response
Date: 05/20/2024
This complaint was received by the Patient Relations dept and will be forwarded to Patient Financial Svs for further review and follow up.
Business Response
Date: 05/28/2024
Better Business Bureau
Attn: ******** *** Marketplace Services Coordinator
Dayton, OH 45402

May 23, 2024

Provider: Premier Health
Complaint: ********

Thank you for the explanation of the issue regarding BBB Complaint ********. The constituent states the following:

Premier Health/Miami Valley Hospital didn’t file a proper insurance claim with medical records to the constituent’s insurance provider.

Premier Health/Miami Valley Hospital's response is as follows:

The constituent and Premier Health/Miami Valley Hospital’s Patient Advocate have been working together to get the claim and all supporting documents to the constituent’s health insurance. Supporting documents that were supplied to the constituent’s health insurance provider were not reviewed appropriately once they were received by the constituent’s insurance provider, thus causing a delay with the claim. Premier Health has requested that the supporting documentation that was provided be reviewed appropriately. The constituent's claim/account is diligently and actively being processed.

Thank you for taking the time to share this experience, we apologize for any inconvenience this may have caused. We value your feedback as it allows us to identify opportunities to improve service for our patients. If the patient has any further questions or concerns, please feel free to contact us.
Customer Answer
Date: 05/31/2024

Complaint: ********

I am rejecting this response because:
United Healthcare is still claiming they have no medical records. Miami Valley is stating that the records have been sent and receipt confirmed. I am filing a complaint with the Ohio Dept of Insurance against United Healthcare to force the issue of whether they do or do not have the records. Based on the outcome of that complaint I may need to revisit this case. I apologize to Miami Valley in advance if I discover that United Healthcare has the records and has not been truthful
Sincerely,

********* *******
Business Response
Date: 06/05/2024
Thank you for sharing this response. The constituent’s records were submitted to the constituent’s insurance provider as requested. Premier Health verified with the constituent’s insurance provider that the records were received, and the claim is being reprocessed. A reference number of ******** was provided to us. This reference number may be helpful when reaching out to the insurance provider.
Customer Answer
Date: 06/10/2024

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. I appreciate their effort in rectifying the situation

Sincerely,

********* *******
Initial Complaint
Date:02/29/2024
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.
This is my issue with the bill: I was billed for services I didn't receive and didn't need. I was billed as a "Severity Level 5" which is the most severe level that enters the Emergency Room. As you can read in the description attached this level requires a medical team of physicians making complex medical decisions. Injuries or illnesses cause a significant threat to life. When reviewing the bill, I would like to point out some discrepancies between Severity Level 5 and my care. 1. Page 4- I drove myself to the ER at 7:30 and was released to drive myself back to work at 10:38. Records show at no time was in distress of any type. Vitals upon arrival normal range. 2. Page 4- My care required (1) Medical Doctor and (2) RN's. Not coordination or other physicians. My PCP never received notice of this visit. 3. Page 7- All vitals are normal and no acute distress. I drove myself there and back. 4. Page 8- I GAVE MYSELF a Tylenol, Troponin Test given twice to ensure that the first one was correct showing negative results. 5. Page 9- EKG normal. I had made several attempts to get the medical billing but was never given the information until December 13th, then it took me two weeks to gain access to the bill because the encoded message had the wrong date of birth. The entire bill has the wrong date of birth, which I feel has slowed the process. I requested these on 4/11/2023, 7/13/2023,9/14/2023, 10/10/2023, 11/07/2023,11/21/2023, 11/22/2023. I spoke with Jeff Billard from MVH Billing on 9/22/2023 and 9/25/2023. He said he understood that the level was a concern, but it wasn't going to change. Now knowing the mix-up with the birthday probably led to being charged at such a high severity level, thinking they would be billing a government-funded healthcare. Most patients after having life-saving measures are admitted to the hospital and not released to drive themselves back to work.
Business Response
Date: 03/06/2024

Better Business Bureau
Attn: ******** *., Marketplace Services Coordinator
Better Business Bureau
Dayton, OH

March 6, 2024

Provider: Premier Health
Case#: ********

Thank you for the letter dated 2/29/2024 regarding BBB Case# ********. The constituent states the following:

Constituent states all his vitals were normal with no acute distress. Constituent states constituent drove to the hospital and back again.
Constituent states the entire bill has the wrong date of birth.
Constituent states that after receiving life-saving measures, most are admitted to the hospital and are not released to drive back to work.

Premier Health/Miami Valley Hospital response is as follows:

       1.This constituent’s medical records state that when the constituent arrived at the ER, complaints or symptoms included chest pains and shortness of breath. Those symptoms caused the charge to be an ER level 5. It is a valid charge.
       2.The constituent’s birthdate has been corrected. It had no effect on what tests were ordered or what charges were on the constituent’s account. The constituent’s insurance company paid per the constituent’s benefits.
       3.The ER Level charge does not determine whether a constituent is admitted to the hospital or not. The symptoms had improved to not warrant an inpatient admission to the hospital.

Thank you for taking the time to share this experience. We value your feedback as it allows us to identify opportunities to improve service for our patients.

Best Regards,

******** ******* Supervisor Customer Service &
Corporate Financial Counselors
Premier Health
**** ********* ***** ******** ** *****

Customer Answer
Date: 03/07/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
Date:12/07/2023
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.
My physician ordered an MRI of the Lumbar Spine for worsening back pain resulting from 5 previous lower back surgeries. Prior to selecting a facility to perform this procedure I referred to my Aetna Medicare benefits; my copay if performed at a "non-hospital facility" in-network would be $45 and if performed at a "hospital facility" in-network would be $235. I chose to get the prescribed MRI at Springboro Family Medicine, *** ** **** **** *********** ****. The MRI was performed here on August 29, 2023. This facility is most definitely a free standing physician office building also offering some outpatient radiology and laboratory services. At the time of the MRI, the receptionist requested a co-pay of $45. I expected that I had met my financial obligation in full. Approximately 6 weeks later, I received a statement from Miami Valley Hospital for an additional $175.59. This amounts to the remaining co-pay as if the procedure had been performed within the hospital. I've contacted my insurance twice but unable to resolve the matter due to the hospital billing the Place of Service as a "hospital." Calls to the hospital billing office have offered no resolution. The Billing office admits that the MRI was an outpatient service but because the hospital owns the office I obtained the MRI, they, therefore bill it as if it were provided within the hospital. The billing office offered to have their patient advocate, ****, call me but that has not happened. The account number for this bill is #*********. The facility in which this MRI was performed does not meet any definition of a hospital as provided by CMS or even the Ohio Department of Health. If I were responsible for the higher co-pay why did the outpatient facility only request the $45 that I paid that day? If this billing practice isn't fraudulent it is, at the minimum, very deceptive. My desire is that the hospital acknowledge I have met my financial obligation and to waive any remaining co-pay.
Business Response
Date: 12/18/2023
We have received this complaint, and it has been reviewed by the Patient Financial Dept. The patient also spoke with the billing advocate on 12/11/23 and received an explanation.
It is for his copay. He was given an estimate for $45.00 and that is what he paid. When he went to have the procedure done, they only asked for a $45.00 copay and that coincides with the research he did before he came to the Springboro facility. So when they gave him his estimate they gave him an estimate for an “office” and not from a hospital prospective.
The benefit amount was determined to have been $235. The patient paid $45 at time of service and this was appropriate.
The patient should follow up with his insurance provider to understand his benefit coverage and patient responsibility with co-payments.
The patient will receive a letter noting that this complaint has been resolved with no monetary adjustments warranted.
Initial Complaint
Date:11/20/2023
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.
While I was a patient at Mvh undergoing surgery...My $2k came up missing... I have complained about my money missing..Now, they are trying to discharge me with no explanation...Please help me!
Business Response
Date: 12/01/2023
This matter was escalated to Campus Police. Patient kept money on himself going into a procedure in the hospital gown pocket. Once reported, there was an immediate investigation. Through the laundry process $660 was returned and documented to have been returned to the patient. Amount of money could not be validated as patient did not report having money until the money was "missing". This is patient responsibility as patient notes that he did not trust anyone to give or hold his money while going into a procedure.
Initial Complaint
Date:10/02/2023
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 was referred to Premier Health ENT by my GP for a hearing exam and testing. As a self-pay (no insurance - could no longer afford the nearly $2000/mo for me and my spouse to be on a high deductible plan) I called the ENT office to get an estimate for the the hearing test and office visit. The person I spoke with told me the initial visit and hearing test would be about $135 and if the Dr. had to do any other procedures while I'm there I'd have an additional charge. Expecting to need my ear cleaned, I asked how much for that procedure and was told "around $100 per ear". The hearing test was normal and the Dr. cleaned wax from one ear. I've now been billed $523 in total for that visit ($132 for hearing test, $175 office visit fee, and $216 to clean both ears - again, only one ear was cleaned). I've spent nearly 4 hours on the phone between the ENT office and the Premier Health Billing dept. They deny ever giving me a cost estimate and refuse to make any adjustments. I was told "this is the charge, if you had insurance we would adjust to the contracted amount but we don't give any adjustments to self-pays". I've been promised a call back from a 'manager' but have lost hope that will ever happen, so I've paid the full $523 to avoid collections despite only expecting the total to be around half that amount. Appears Premier Health's billing practices should be investigated from the other recent complaints. There is no 'Patient Advocacy' dept. as it states on their website. I strongly suggest you record all conversations with anyone from this organization, The Dr. himself was good, but the organization business practices and zero patient advocacy is not worth the the hassle of getting ripped-off only to find you have no recourse.
Business Response
Date: 10/19/2023
The information has been received by Patient Relations and forwarded to the Patient Financial Svs for review and follow up.
Customer Answer
Date: 10/31/2023
Hello BBB,

Unfortunately, I missed your prior email notifications. I have not heard directly from Premier Health since filing my complaint on October 2, 2023. I did however, just this morning, Oct. 31, 2023, receive notice from my credit card issuer that a $155 refund from Premier Health was posted to my account today.

Thank you for being a channel to help bring attention and action to these types of issues. In my case, I am satisfied with the refund.

That said, due to the extensive effort it took for just my small issue to get resolved, the multiple similar complaints from those with the wherewithal to find and register a complaint with the
the BBB, and lack of professionalism and communication on Premier's part, I strongly believe is indicative of a larger systemic issue at their organization and should be investigated by Regulating bodies and CFPB. Ideally, Premier would be self-investigating and becoming a public change agent for these very practices that have a much broader and detrimental impact to the health and well-being of those in need of care. A recent article published by Human Rights Watch outlines this very issue in detail: ******************************************************************************************************************

Again, thank you for your assistance.

Sincerely,

**** ******
Initial Complaint
Date:09/26/2023
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 visited the emergency room at Upper Valley Medical Center in 11/2022 for medical care. I set up a payment plan over the phone with them which started in 05/2023 for the charges as a result of this visit ($3,376). My monthly payments of $95 have been successfully deducting from my HSA on the third of each month since. Despite this arrangement, I continued to receive phone calls from their business office and letters stating that my account was past due. I spoke to representatives at their business office multiple times regarding the calls and letters because I was paying the account and I was concerned that it would go to collections. I was advised during both phone calls that they could see the payments on the account and to disregard future calls and letters because it was due to a ‘system error’. The phone calls and letters did continue to come after this, but I did not take action as I was instructed to do by multiple employees at their billing office. Today I received a letter from ********** ****** *********** (debt collector) for my account at Upper Valley Medical Center. I made 2 phone calls to their business office to discuss the matter. The first representative stated the last payment she could see on my account was from 08/14 and did not see the payments on my account that I was referencing to. She told me that I needed to mail or fax copies of my receipts to Patient Financial Services Department. Upon looking at my billing account further, I noticed the payments being made were not to my account number. I decided to call back and inquire about the different numbers. It was confirmed by the representative that the account I have been making payments on since 05/23 was not my patient account. She stated she would escalate the issue to their technical department for review and took my contact information.
Business Response
Date: 09/26/2023
Thank you for reaching out. The patient relations department will note case and forward to Pt. Financial leadership for further review and follow up. I apologize for the frustration.
Business Response
Date: 09/29/2023
September 29, 2023

Re: Complaint ID: #********

Thank you for your recent inquiry to the Better Business Bureau received on 09/25/2023
regarding Complaint ID: #********.

The constituent states the following:

1. Monthly payments were not applied to the constituent’s account.
2. A payment plan was requested, payments were being made per the agreement, account was turned over to collections in error.

Premier Health/ Upper Valley Medical Center response as follows.

1. Constituent’s monthly payment was not applied to correct account. The payments have been identified and moved to the constituent’s account and is being corrected for the recurring payment plan to ensure this does not happen again.
2. Constituent’s account was turned over to collections in error. The account has been returned from collections with no negative impact on the constituent’s credit.
3. A call was placed to the constituent requesting a return call to re-assure the constituent that the account is in good standing.

Thank you for taking the time to share your experience. We value your feedback as it allows us
to identify opportunities to improve services for our patients.

Sincerely,

******** *******
Supervisor, Customer Service &
Corporate Financial Counselors
Premier Health
110 N. Main St
Dayton, OH 45402
Initial Complaint
Date:08/21/2023
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.
MVH pretends to care about their “customers,” but clearly do not. You will be strong-armed into an unagreed upon/ absurdly high medical bill. Their only offer for “assistance” is 5% off the total cost if you pay all at once, or drawn-out monthly payments. Which in my opinion is death by 1,000 cuts. If you are a middle-class family suffering from financial hardships (who isn’t at this point), you most likely will not qualify for any financial assistance. I pay $500 per month for insurance for a high deductible but that does not justify the financial ruin this hospital will put you in. The billing advocate refuses to negotiate to reach a reasonable/ agreed amount due to predatory hospital policies. At this point I feel my best option is to let the bill go to collections and have a better shot at negotiating. From now on I refuse to seek medical care from this hospital unless I am actively dying and I am unable to make decisions for myself.
Business Response
Date: 09/08/2023
Thank you for reaching out. We have received your comments and apologize for your frustration. We will look for opportunities of improvement regarding services offered to patients, although we know that does not change your experience.

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Premier Health is NOT a BBB Accredited Business.