Complaints

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

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• 

  Premier Health

  110 N. Main St., Ste. 450 Dayton, OH 45402

• 

  Premier Health

  1 Wyoming St. Dayton, OH 45409

• 

  Premier Health

  9000 N. Main St. Englewood, OH 45415

• 

  Premier Health

  2350 Miami Valley Dr. Centerville, OH 45459

• 

  Premier Health

  One Medical Center Dr. Franklin, OH 45005

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: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. 

• Initial Complaint

  Date:06/05/2023

  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 was in the hospital and I received a bill in which I set up a monthly payment plan of 65.00/ month. My only income is social security which they have accepted and have been taking out of my checking account monthly until May. I called and made a payment over the phone for May. They told me they are sending me to collections. I'm still waiting for a statement for remaining balance for June. I don't understand why the payment plan has stopped without any warning.

  Business Response

  Date: 06/09/2023

  Thank you for reaching out. I have forwarded this information to Patient Financial Services, this is the appropriate department to handle billing matters 937-208-8777. You could also reach out to the billing advocate, Jeff Becker 937-499-8879. Thank you. 

  Business Response

  Date: 06/15/2023

  Thank you for your recent inquiry to the Better Business Bureau.  We appreciate you bringing to our attention your concerns with your recent billing experience. 

   

  Upon reviewing this case, we see that the patient did set up a payment plan in February 2023 for this account and has made consistent payments of $65 each month since then.  We sincerely apologize for the stress and inconvenience that the letter she states she received in May 2023 may have caused, but we want to assure the patient that all is well with her account.  Due to that payment plan being set up, and the hospital receiving her regular payments, there are no problems with it.   

   

  Once again, we apologize for any inconvenience this may have caused.  We value your feedback as it allows us to identify opportunities to improve our services.  If the patient has any further questions or concerns, please feel free to contact us directly.

   

  Patient Advocate for Patient Financial Services

  Premier Health-Atrium Medical Center

• Initial Complaint

  Date:05/19/2023

  Type:Customer Service 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 2 failed surgeries on my hand, and was supposed to have another surgery, but before the 3rd surgery workers comp wanted me to get a 2nd opinion, the surgeon agreed to let a surgeon at the same hospital give the 2nd opinion, and I have called 3 times, and get told one thing, workers comp called 3 times, and they tell them something else. Also after my 2nd surgery I went back to work for 2 weeks on restrictions, before the surgeons office sent a letter for me to be off, which caused an overpayment that i now have to pay back. Ive been off of work since march 2nd waiting for my surgery.

  Business Response

  Date: 05/23/2023

  Hello Mr. *****

  It appears that your last appt with Dr. ***** was completed on 4/18/23. I do not see any additional appts set as this appt was the 6 -wk follow up appt. 

  From Patient Relations aspect, this info has been forwarded for awareness to the physician office. They hold their own calendar for scheduling and follow up. 

  I apologize for your frustration. Please continue to reach out to the surgeon's office for specific details and instructions. 

• Initial Complaint

  Date:02/27/2023

  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.

  This issue revolves around the billing department. On three separate occasions since my stay in the hospital during the deliver of my youngest baby, I have set up a payment plan with Atrium Medical Center. On two occasions, they have failed to set up the payment plan. I am currently actively paying my remaining balance on a payment plan that Atrium Medical Center approved. They have sent the bill to collections, even though the bill is actively being paid at the current time. All attempts to resolve this issue with the billing department have been unsuccessful.

  Business Response

  Date: 03/07/2023

  I apologize for your overall frustration, I have documented your concern and forwarded to the executive leadership for Patient Financial Services. I will await a response from them as the expectation from someone on that team does reach out to you directly to resolve. Thank you. 

• Initial Complaint

  Date:01/13/2023

  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. My husband and I both have accounts with Miami Valley Hospital (Premier Health) for services performed. We have set up payment plans for both accounts with MVH. I make payments once a month. Even though I make payments I receive pink bills saying payment past due. I call almost weekly and I am told my accounts are up to date and the reason I am receiving these past due statements is because of a new computer system. Last year I received notice from a collection agency! I have impeccable credit and this is very upsetting. After numerous phone calls MVH contacted the collection agency and things we fine until I *ust received another past due statement this month! I asked to meet someone face to face to show all my paperwork and billing is all virtual. Please advise. Thank you ***** ********

  Business Response

  Date: 01/17/2023

  Thank you for reaching out, I have forwarded this information to the attention of Patient Financial Services in order to address your concerns. I apologize for the frustration. You could also reach out to the Patient Billing Advocate at ************* 

• Initial Complaint

  Date:11/10/2022

  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.

  My husband went to Premier Physicians on 8/5 and 9/28 of this year. They billed the incorrect insurance, Medicare. The correct insurance is UHC Medicare. I have called the billing office three times already trying to get this resolved. The billing office states they run the insurance information and they can't verify he is covered on the date of service. Recommended I do a three way call with his insurance. We did the three way call UHC, myself and the customer service rep and UHC rep advised he is covered on the DOS in question and advised the to contact the provider number, so we can get the claims billed to insurance. They take the information and the DOS don't get billed. The UHC rep called again to customer service and Premier said again they will update and don't. I requested this to be escalated to a supervisor and I have not received a call. My husband has health insurance and is covered and Premier needs to bill the claims to insurance and not hold us responsible for the incorrect information that is being pulled in their system. Two calls from the insurance rep to confirm coverage should be sufficient. This is not good customer service at all.

  Business Response

  Date: 11/10/2022

  This complaint is regarding billing concerns; info will be forwarded to Patient Financial Svs. Contact# ************ for billing matters. 

  Patient Experience will document as FYI only; cannot resolve matters from financial aspect. 

  Customer Answer

  Date: 11/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: I want someone from Patient Financial services to contact me to get this billing issue resolved. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/10/2022

  Patient Exp does not handle billing matters. We would only document and send to financial services. This is the appropriate steps of action for resolution. 

  Customer Answer

  Date: 11/10/2022

  
  Complaint: ********h
  
  I am rejecting this response because: I need reassurance this was forwarded to Management with Patient Financial Services and they will be contacting me soon to resolve.  No one within the billing/customer service department has helped and I have made numerous calls and also have waited for a Supervisor to call me back.   Forwarding this on with no date provided on when someone will review my billing concern and get back with me is very disappointing and not good customer service for your patients.  

  Sincerely,
  

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

• Initial Complaint

  Date:06/01/2022

  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.

  Director of Billing Premier Health Upper Valley Medical Center ** *** ****** ********* ** *****   have been incorrectly billed for $31.23 since 02-27-22. This billing is in connection with treatment for an automobile accident in which I was not at fault. It is also incorrect since Premier has all the information on the at-fault insurance, ***** ****, my ******* automobile insurance, my ******** account, and my ******** ******** supplemental insurance. I have discussed the reason for this billing at length in February, April twice, and May of 2022. I have been told that Premier would call me back and that ******** “wrote off” $31.22. I have now been told that “wrote off” is not true and I have received no call back. I have discussed the issue with ******** at length, including the ******** ************ * ******** ****** which sent me a form on 02-04-22 to complete. I got information about the form from them and completed it on 04-29-22. They have 45 days to respond and have not done so yet. The hours I have spent on the phone have ended. You have all 4 of the sources for your payment. Discontinue billing me. C: Mr. ******* ******* Dayton, OH Better Business Bureau ******* ******** **********  ****** ** ******* ****** **** **** **** **** ***** ** *****

  Business Response

  Date: 06/02/2022

  The information will be forwarded to Patient Financial Services to review and follow up. ************