Business Profile

Hospital

ProMedica

Complaints

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

Customer Complaints Summary

53 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/03/2025
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.
[BBB Transcription via Ohio AG] I had a pulmonary function test that was ordered by the VA as part of a compensation & pension exam. It was processed through a contractor, ********. I told them at the time of the visit not to bill my health insurance, this is a VA ordwered test. They did. When I saw the billing statement i contacted promedica online and by phone not to bill my insurance as VES should be the payor. They did anyway. My insurance (Toledo Firefighters Health Plan) paid $698 on the bill even though I informed them not to and is now investigating. But Promedica will not look into this any further.
Business Response
Date: 04/03/2025
Thank you for contacting Promedica customer service. We apologize for the inconvenience this has caused. We are showing this has already been resolved and paid by ***. There is a pending refund to your health insurance.If there is anything further needed or any other questions, please feel free to call customer service at ************.
Customer Answer
Date: 04/04/2025

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
Date:02/12/2025
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.
[BBB Transcription via Ohio AG] Promedica Health System has sent more than $300,000.00 in surprise medical bills that are violating the No Surprises Act. This has been for medical care that I have received spanning back to the year 2021. Further, Promedica Health System has stated in recorded phone calls that my household qualifies for financial assistance with the facility, but is refusing to apply the financial assistance because my health insurance has denied the claim. The financial assistance is part of the hospitals 501r tax status and applies whether insurance has approved or denied the claim, per IRS guidelines. I applied for financial assistance three separate times and was denied each time even though the representatives stated that my household income and size meets the qualifications. This is false advertising and a misrepresentation of the financial assistance policy that is posted on the hospitals website, which is attached to this complaint. These are deceptive business practices, violations of the No Surprises Act, violations of their 501r tax status. All of these bills have been sent to collection agencies which has now severely damaged my credit and defamed my character/reputation.
Business Response
Date: 02/12/2025
The “no surprise billing act” states we can’t bill the patient for unexpected medical bills for emergency services. All of the balances in collections totaling $300,000+ were scheduled visits or procedures back to 2021. All claims were billed to health insurance and all claims from 2023 were denied as needing information from the patient. We sent several letters to the patient indicating this. We sent four statements for every balance, the last being a final notice. After 30 days, if the balance remains unresolved, it is forwarded to outside collections to work on our behalf.

Financial assistance can not be processed until the claims have been resolved by insurance. The patient needs to work with his insurance company to get all of his claims processed. Once they are, if there is any balance remaining, we can then review for possible financial assistance. The account from 2021 is too old to apply for financial assistance. The visit from 2022 is in legal. The patient will need to contact the attorney and/or collection agency to file for financial assistance, and do so very soon, due being close to the three-year filing limit for financial assistance.

We have followed our standard billing practice with all balances. This is not a “no surprise billing” issue.

During several phone calls to Promedica, the patient and/or patient representative were advised that financial assistance could be processed until the claims resolved with the insurance.
Customer Answer
Date: 02/17/2025
I do qualify for the help under the unspecific medical bills act I have documentation also to she that if you would like the itemized statements please let me know
Initial Complaint
Date:12/03/2024
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.
12/3/2024. Promedica scheduling department, agent "******". ****** spoke so low that I couldn't not hear her and kept asking for her to speak louder in which she would not. She sounded like she was sitting in a recliner watching tv and I was bothering her with trying to schedule my appointment. At the end of my conversation I told her that it's a shame that she hates her job so much that she was not willing to speak more clearly and louder so that we can get our business taken care of. Very unprofessional and is in need of further training on customer service.
Business Response
Date: 12/18/2024
This complaint was responded to previously on 12/3/24 around 4:20pm:
Thank you for contacting customer service. We have forwarded your concern to the appropriate department for further review.
I just reviewed the complaint filed with the appropriate department. They have tried contacting the patient 12/13/24, left message; 12/18/24, left message. They also mailed an unable to reach letter on 12/17/24. Once received, the patient will have the follow up contact information to discuss this further.
Initial Complaint
Date:12/02/2024
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.
I am very disappointed that my financial assistance application has not been approved and I have been following all the right protocols since the date of charge, which was in April. My balance is ******, I have emailed, mailed, phone called, nothing significant has happened, and I have reason to believe they sent my balance to collections. If not that, at the very least they are in contact with them, as I have gotten letters from a *********************** It hasn't been a full year since my transaction, and my balance on the site MyChart says zero dollars, yet I got an email 11/27 requesting more documents from ProMedica, upon which I sent these documents and no reply. So I haven't been approved for financial assistance, yet my balance says zero, yet ProMedica is still requesting information. It is very confusing as to if they sent it away.. either way it should be resolved with ProMedica because it is their fault for the lack and delay of communication. My income is less than 10k a year, less than 1000 a month, and on the website it *****% says Im in the approved bracket for financial assistance and I should not be responsible for any balance owed. I have sent them the info of my pay stubs of months prior and months after the initial charge. I need this resolved -- I was wayyyy overcharged in the first place, and it's very infuriating that when I went in I was told by front desk it was 100% covered by insurance. My reaction to a bill that high after being told that it would be free is NOT good. And this going on for this long, getting letters from debt collections when I've followed all the right protocols... someone needs to get in contact with me and make this right before I consult the department of health. I can be contacted via email ***************** or phone ************.
Business Response
Date: 12/02/2024
Once a balance goes to collections, it will no longer show on a patient's account. Balances receive four statements prior to collections. The last statement was 9/2/24 and the account went to collections on 10/9/24.

A letter for financial assistance was sent on 11/27/24 requesting additional information. Due to the holiday and limited staffing, emails are being handled in the order they were received. I did review with financial assistance, and they indicated that the email was received. However, it only contained screenshots. They are indicating that they are needing the actual paystubs for the timeframe requested. Please email the requested documentation for further review.

Due to the nature of the charges, this is not typically covered in full by insurance. We apologize if there was miscommunication. Also, we have set charges for all services, regardless of insurance status.
Initial Complaint
Date:11/07/2024
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.
I had a visit with ****** *******, NP on 10/30/24 and he was very unprofessional and left the visit uncompleted while proceeding to bill the insurance company for a full visit. I could hear the conversation between him and the nurse who brought me back to the room, and he was responding to her in a demeaning manner and implied that he did not believe what I had told her. Once he was in the room with me, no part of a physical assessment was done. He only focused on my weight, asking if I count calories, and I responded that I had been dealing with a weight issue my whole life. This seemed to upset him and he responded by shoving paperwork in front of me without explanation and exited the room. The nurse he had with him looked just as confused as me. A note was then written stating that he was canceling prescriptions. However, I just received a call from my pharmacy and he had ordered a medication that I have never taken before, nor was discussed during my visit. My wife and I have both contacted this office multiple times, leaving voicemails, without response. I have been a patient in this office for about 12 years; my primary doctor retired so I decided to see ***** *******, NP. I have never had a more horrible experience and will not return. I request that his services, or lack thereof, be reimbursed to my insurance company.
Business Response
Date: 11/07/2024
Thank you for contacting customer service. Your care concerns will need to be reviewed by the appropriate department. We have forwarded your concern for further review. They will be in contact directly with after the review is complete. Please allow approximately 30 days for the review to be completed.
Initial Complaint
Date:10/08/2024
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.
I have been going back and forth with *********** financial assistance program for most of this year regarding medical bills for the birth of my son. After giving birth this is the last thing I have wanted to deal with. Initially I was on a payment plan while I was still working to pay on medical bills accumulated from my pregnancy. In November 2023 I was laid off, in January 2024 I was no longer employed. This was communicated to the financial assistance representatives several times and they were advised I no longer would be able to make payments and I applied for financial assistance. I have gotten nothing but the runaround on the remaining balance. First I was never told that more than one application would be needed for inpatient and outpatient services. Both applications were completed. Then I was told that my balances were adjusted at 100% - when I inquired about why only some of the balances were adjusted fully and others weren't the representative wasn't sure. Now they're saying it was a mistake and I should have never been told that. I am not working and cannot pay any more than what I've already given to promedica. I expect ky balance to be resolved/adjusted immediately.
Business Response
Date: 10/08/2024
Thank you for contacting customer service. In reviewing the notes for your applications, it appears the original submission was not completed correctly. We show that two new applications for yours and your child’s inpatient visits were sent. The application for your son was incomplete. We would need a new completed application and copies of all gross income documents for yourself and his father for April, May and June 2023.
The applications for your accounts were reviewed and the accounts have received a 40% adjustment. To review for a higher adjustment, additional information would be required. We do have guidelines and policies we must adhere to, in order to review for financial assistance.
We have forwarded your information to our financial assistance team for further review. They will be in touch directly to discuss.
Customer Answer
Date: 10/09/2024

Complaint: ********

I am rejecting this response because:
My son's balance was paid in full. Not sure what account you're referring to. Please see attached screenshots for the only open account i am seeing for MYSELF. I was told by your representatives that the accounts were adjusted at 100% and am questioning/demanding this account be adjusted as well. I have sent every paystub for 2022 and 2023 I'm not sure what more you could possibly need at this point but this is ridiculous. I have gotten the absolute run around and at this point I don't think a single representative knows what they are talking about or are even looking at my account or the constant communication i have been having with you all.

Sincerely,

Marissa Mattin
Business Response
Date: 10/10/2024
Our financial assistance representative has reached out by phone and secure email. The current balance is from your inpatient visit from 2023. You qualified for a 40% adjustment per our policy and guidelines. The previous email received was regarding your outpatient services from 2022. The current balance remains due, per our policy and guidelines. Please feel free to call customer service to setup an interest free payment plan for your remaining balance.
Customer Answer
Date: 10/11/2024

Complaint: ********

I am rejecting this response because:
I worked at the same company with the same pay rate. I actually made less in 2023 because of maternity leave, dropping down to part time, and being laid off. If one account was adjusted to 100% they all should be. I have told you all numerous times that I am no longer working and am not able to make payments hence the application for financial assistance. I was making payments during the duration of my employment and notified your financial assistance department when I lost my job. I expect the balance to be adjusted to 100% like the previous accounts have been. I'm not sure why this is so difficult.

Sincerely,

******* ******
Initial Complaint
Date:10/01/2024
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.
In February, I visited the new Promedica *********** facility on ** ** **** ***. I was incorrectly charged during this visit and was given a $250 bill for an urgent care visit that should be a $20 copay with my insurance. According to my insurance company, this is being billed through ****** ******** despite the service location being the urgent care. Furthermore, ********* is not submittign the correct forms for an urgent care visit. Despite several hours on the phone with Promedica's billing department and my insurance, this matter has still not been resolved and I keep getting the same bill sent to me again and again. Requests for a supervisor to address this matter have been ignored by Promedica. I want to be billed correctly.
Business Response
Date: 10/03/2024
Thank you for contacting Promedica customer service. I have forwarded this information to the billers for further review. While under review, they have removed the balance from patient liability and have reached out to the insurance. This review/process can take 7-10 days. Please feel free to call customer service at that time for an update, ************.
Customer Answer
Date: 10/03/2024

Complaint: ********

I am rejecting this response because this matter has already been submitted multiple times to the billng department and they can not get it done. This absolutely must be escalated to someone at a corporate level or the head of the billing department, so they can oversee this matter. I have spent months with no results by doing the same thing you are suggesting as a solution. This needs to end! Please escalate this to someone who knows what they are doing when billing for urgent care visits!

Sincerely,

******** ******
Business Response
Date: 10/08/2024
This was reviewed by the billing supervisor The amount of $257.45 that was due was for labs, not the urgent care visit. Your insurance applied the labs to your annual deductible. We did bill the claim correctly.However, as a one-time courtesy, we have adjusted the balance due. Future visits to the same facility may result in a patient liability, which you would need to appeal with your insurance, if you disagree. Again, this is a one-time courtesy.
Customer Answer
Date: 10/08/2024

Complaint: ********

I am rejecting this response because there is no listed amount as to what the adjustment will be. Please list what the new bill amount will be and I will accept the resolution.
For reference, my wife and I both went to an urgent care to get tested for strep. She went to a community urgent care and I went to the promedica facility. We both got strep and covid tests. We have the same insurance. She was charged a $20 copay from the urgent care she went to. I was charged $257 by promedica.
Additionally, my insurance company told me that ProMedica filed the wrong forms and billed through the wrong location (Toledo Hospital).
I am satisfied with a billing adjustment as a resolution and appreciate that this matter can be put to rest. However, I wanted to explain why I felt the bill was incorrect because the difference in billing between the two urgent care locations are *****, along with my insurance carriers comments.

Sincerely,

******** ******
Initial Complaint
Date:09/13/2024
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 was seen at Toledo Hospital for an injury to his finger sustained at daycare. The service received was not satisfactory, however that is not the reason for my complaint. We received a bill from ProMedica which itemized Emergency Room or Urgent Care for $1,028, Operating Room Services or Procedure Fee for $1,144 and a few other various charges. After insurance, there was an outstanding balance of $347.71, which we paid as a total of $2,556 seemed reasonable. I recently received a separate bill for $429.68 after insurance ($990 before) from Emergency Physicians of Northwest Ohio. I was confused for a separate physician bill, as I would think $2,556 should have covered the cost for physician care include the 3 sutures and x-ray that was taken in the ER. When I called ProMedica billing, I was told that the $1,028 Emergency Room fee is to provide the necessary equipment needed, and that the $1,144 Operating Room Services or Procedure Fee was for supplies for the sutures. I'm having a hard time understanding how we are being charged $1,144 essentially for the sutures and the light in the emergency room, because we were not taken to a separate room for the sutures to be placed and the $1,144 charge does not cover the resident physicians involved in placing the sutures. When I asked for an itemized breakdown from ProMedica for the $1,144 I was told they were unable to provide a further breakdown of what went into that fee other than it was for the procedure. For context during the "procedure", my wife and I had to hold down our screaming son and two residents attempted to place the sutures. The first one was unsuccessful so the seemingly more experienced resident took over. There was no sedation required, they attempted to numb his finger which seemed unsuccessful and was also never even tested prior to sutures. I don't understand how the total charge for this can be $2,000+.
Business Response
Date: 09/13/2024
Thank you for contacting Promedica customer service. We have had your son’s account reviewed by our audit department. The charges billed are in compliance with chart documentation. The REV code 450 ER Level 2 charge is based on patient's "presenting" complaint (Finger Laceration), x-rays done, meds administered and the number of nursing assessments and being seen by provider. The REV 361 ER Minor procedure is a billable "separate" charge for the laceration repair of the child's finger.

Again, our charges are billed in accordance with insurance standards. We have set pricing for all services rendered and that it only includes facility charges. This does not include the professional services rendered, which is the billing from Emergency Physicians of Northwest Ohio.
Customer Answer
Date: 09/16/2024

Complaint: ********

I am rejecting this response because:
I understand insurance has agreed to these charges. Ultimately insurance is not the consumer and we as the consumer are the ones who are stuck with the rest of the bill that insurance does not cover. I still do not understand how a laceration repair can cost $1100+ and that does not include physician services. Where is the $1100 going to? Surely it can’t be materials because I doubt a suture kit, and a local anesthetic can cost that much. I would like to see an itemization of what goes into the procedure fee. It seems we are being overbilled somewhere. There were not any nurses in the room to assist during the “procedure” and we did not move rooms to have 3 stitches placed. Please provide further detail as to what goes into each billing code provided as well as documentation from the physicians to justify the charges.

Sincerely,

****** ******
Business Response
Date: 09/16/2024
Again, hospital prices are standard across the board. They only include facility charges. We can mail an itemized statement of charges or you may contact medical records for further information on care received. The charges billed were in accordance with the documentation in the chart. The emergency physicians are not employed by Promedica and their billing is separate. This is also indicated on our hospital pricing sheets that are available online.
Customer Answer
Date: 09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although the result is unsatisfactory, it is clear that Promedica is unwilling to be transparent with their billing practices. To be charged an additional $1100 for sutures on top of a $1000 ER charge seems like double billing for services rendered if one or both of those does not include physician services rendered. The response from Promedica seems like a case of “because I said so” without offering any real answer as to what goes into the charges beyond these being standard “facility fees”. To avoid going around in circles I will close this case out, but will be pursuing other avenues. At this point it isn’t about the cost of additional charge from the physicians but rather a lack of transparency, which consumers should have a right to. Thankfully we have the means to make the payment, but there are so many others out there who do not and get stuck with medical systems taking advantage of consumers because they have no other choice. Unfortunately Promedica is the major hospital system in the Toledo area so I have no other choice but to continue using them for any emergency needs.

Sincerely,

****** ******
Initial Complaint
Date:09/06/2024
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.
7-11-2023 Yearly Health Check covered 100% by *************** as preventative care. The ProMedica provider (MD) was unethical in the two visits. I filed a complaint. No one ever got back to me with multiple follow up calls. I eventually spoke to someone in the complaint ***** who was able to wipe the bill to $0.00 (me, patient owns ProMedica nothing). Due to the extreme unethical visit with the MD. Six months after the bill was zeroed out, I receive the bill again! I called billing, there was nothing noted on the bill. I was told two different stories by ProMedica billing. Neither true because this was already resolved. I continue to work my insurance Aetna but they just reiterate the billing process. No one can speak to the fact that this bill was resolved by an ProMedica employee. It's over a year now and ProMedica can't seem to do the right thing even after the fact. Under no circumstance would I even return to ProMedica and will share my experience with anyone as people NEED to know the ***** about ProMedica. Healthcare is broken. They do not care about the patient (customer) and will go to the ends of the earth to ensure they collect there $$$ under all circumstances. ProMedica prove me wrong and show me you have some tiny shred of integrity by once again doing the right thing.
Business Response
Date: 09/06/2024
We are in need of further information to review the claims. We will need the patient's full name and DOB. We are not able to locate a patient in our system with this name and address.
Customer Answer
Date: 09/19/2024

Complaint: 22250641

I am rejecting this response because: nothing has been resolved. ******* ******* 04/02/1982

Sincerely,

******* ******
Business Response
Date: 09/19/2024
We show that the wellness visit was paid in full by the insurance. We show there was a balance due for some of the labs for the same day. Some of those labs are not covered at 100% as preventative, which had specific diagnosis assigned to them. The insurance applied this to your deductible. This was applied to the *********, Vitamin B12 and Insulin tests. Per notes on file, when the insurance company called, they indicated that $109.65 was the balance. We are showing that was the balance on the account and was paid in full 8/29/24. If there is anything further needed, please call customer service at ************.
Initial Complaint
Date:08/20/2024
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 took my 2 year old son into the office on 8-14-24 because he was limping. After doing basic test and X-rays on his leg, the doctor couldnt find anything wrong and told me to schedule a visit with his primary care physician if the limp or pain flared back up. Well a few days later we found out the issue which was a toenail infection. I called the office to tell them the issue and was told that they dont write scripts over the phone and that I would have to pay again if I wanted my son to been seen again. Im upset because not only were we at the office less than a week ago, they actually want to charge me again to check out my son for the problem they never solved. And oh yeah, Im sure that Ill be getting charged for the X-rays.
Business Response
Date: 08/20/2024
We have forwarded your care concern to the appropriate department for further review. We have requested they contact you via phone when their review has been completed. Please allow time for their review to be completed.

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