ComplaintsforExcela Health

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I accidently double paid twice online for a bill that I received. I called on 9/12 and was told that they were aware and it could take 30 - 45 days to get my credit back. I said that's unacceptable. The lady said to call tomorrow which and talk to the Central ************* Which I did but was refused access to talk to this ***** I then asked to talk to a supervisor and was put on hold. When the person I was talking to came back on the phone she told me that the supervisor was busy and I would hear back from her soon. I asked how soon and she hesitated and within 24 - 48 hours however it's Friday and this office is closed Saturday and Sunday. #1 why can't I speak to someone in the ********************** because they won't give me their phone # or let me talk to them. #2 Then why can't I talk to a supervisor to get this expedited. #3 since when can't you talk to the billing office that Sent me the bill, they won't even transfer or give me the phone number. If I didn't pay my bill then they would be calling me or sending me to the collections department. Why all the run around just please take care of your customers/patients. It appears that they just don't care

  Business response

  09/25/2024

  A review and investigation of this complaint has been completed. The refund was finalized as of September 16, 2024. The Consumer's additional concerns were escalated to the **************** team to be reviewed and answered.

  Customer response

  09/30/2024

  
  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. 
  
  Regards,
  
  ****** **********

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been waiting for an itemize paper bill. The first request was March 9, 2024. The next contract from the billing office was to tell me that my bill was passed due on May 16, 2024. I told them I never received a bill and was told it in the mail. The next phone call was May 23, 2024 and again I said that I have not received a bill. Again I was told its in the mail. Today I received another phone call telling me I am still passed due. Still have not received a bill in the mail. At this time they informed me that this bill is from February 2024, I ask how can it be from February when the test was not done till March 2024 and my insurance was not billed till April 2024. No answer. Furthermore the name of this company is Optimum One not Excela Health Latrobe and I believe there offices are out of state. Excela outsource there billing.

  Business response

  07/02/2024

  This is in response to Complaint ID********** Excela's Billing Department has pulled the requested itemized statements. They have been mailed, along with a letter outlining the same, to this customer. Please expect to receive them in the near future. Thank you. 

  Customer response

  07/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ***** *****

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had two instances with this provider. I am also trying to setup a payment plan to pay these medical bills and they want to charge me interest. This is by far incorrect. I offered to pay 100$ a month until this was payed off. The woman on the line stated she needed to charge me interest for that. I stated I do not agree because I did not agree to any interest payments ahead of time. This is for a medical bill, and paying interest because you cannot afford to pay a higher monthly payment is not correct. All I would like is to pay this bill the amount I can until its paid off.

  Business response

  06/07/2024

  An investigation has been completed in response to Complaint ID: ********. Upon the investigation, it was learned that a third party service provider gave the consumer incorrect information. Excela has tried contacting the consumer to explain the situation and provide the consumer with the correct information. However, Excela has not been able to reach the consumer. Therefore, a letter containing all the facts will be sent to the consumer. Please note, the source of this misinformation has been identified and corrected so that it does not happen again in the future. 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have tried to contact this business multiple times and there is no supervisor that can take my call when I dial in. They also contact me while I’m working and I can’t answer during those times. If I return a call they state they will return a call in 24 hours because no supervisor can talk to me. 
  

  I have tried to get this resolved, a few times actually and I feel like this business does t care to communicate with customers when they are available. I have received no letter with that information as well. 
  
  Regards,
  
  ******* ******

  Business response

  06/11/2024

  What days of the week and what times best fit your schedule for a call? Please keep in mind our business hours. The letter should arrive shortly in the mail. 

  Customer response

  06/21/2024

  I have still not received any documentation via mail. My best times are before 8am and after 8pm weekdays anytime during the weekend. 
  

  My issue also resides in every time I try to call I don’t get a supervisor or anyone that can assist me. Just a “we can have someone contact you in 24 hours” never a guaranteed time. I have saved up 4 100$ payments just trying to speak to someone to get this schedule started without being charged interest. Furthermore I received another notification from my insurance company showing I don’t need to pay as much as before. So I’m now questioning what is going on even more within this business. I don’t understand how it’s so hard for someone not to take my money when I offered to pay on a schedule. I have waited over a week for mail correspondence and received none. 

  Business response

  07/03/2024

  Has this consumer received correspondence yet via mail? Also, can this consumer set aside 15 minutes during regular business hours for a scheduled call? 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to have blood work done and have co-pays. I setup a payment plan and I made 5 of the 6 payments but in February I setup a payment on the 23rd of February and they took another payment out on the 26th of February I called about it the place that they have the billing department at says that I have 2 more payments I told them to take the last payment out and if they take more than I owe out I would do a complaint. They said I owe $82.90 and the debt collector has that I owe 1 payment of $41.45 but the number that the debt collector has on the paper has to a different name that is said when you call it (***********) . The number that I got off of excela health billing is (***********. I am looking for the last payment to be made by excela health I put the 5 withdraws from my banking account

  Business response

  05/10/2024

  This case has been reviewed. This individual does not owe anything further. The account is paid in full. No further invoices will be sent. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  dos 7/23 I had an IUD removed and inserted at Planned Parenthood in Pittsburgh. Unfortunately, I had a bad reaction and needed it removed within 24 hours. I ended up being in severe pain and had suicidal ideations. My fiancée immediately took me to the hospital to have the IUD removed. I went to triage and informed them of the suicidal thoughts and the pain. The ER put me into a room and I had a very lovely nurse. I explained what was going on and she mentioned getting something for my anxiety at the minimum to help ease the stress plus the pain. The doctor came in and just said I have to call my provider on Monday. This was SATURDAY and I am in the emergency room telling them I have suicidal thoughts and I am in extreme pain. I called the ER's hotline and told the agent what was happening. He said they cannot send me home, I cannot be discharged. I was on the phone pleading and then the nurse came in with my discharge papers. I was willingly sent home by a DOCTOR for being in pain and having suicidal ideations. My fiancée had to call my mother, who called hospitals to help. We found one hospital that could immediately take me and we drove to Oakland at one in the morning, which is not safe. The doctor there immediately took it out and we found out the medication was too strong. I have advised the Excela of the situation as well as my insurance who has also called Excela. I am still being billed and I explained I feel I should not have to pay the hospital for lack of services. I paid for the Triage and when work was actually done as is right. This event put me in an unsafe situation and this hospital did not even care. To be told to call my doctor on Monday when I am there on Saturday to get help is completely ludicrous and shows a lack of patient sympathy and quality of care. I am not paying a little over 30 dollars to a doctor who would not even do their basic job and oath. It is the business’ fault for providing the atmosphere of pushing away patients.

  Business response

  02/29/2024

  We are sorry to hear that this individual was not satisfied with the services received. To best assist please contact our Customer Care Department. Thank you.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a procedure done at Excela Health on 5/17/2023 & after insurance my balance was $20.00. I paid this on 6/21/2023. I sent Excela copies of my bank statement. On 9/1/2023 I went to the emergency at Excela Health. After my insurance I had to pay $95.00. I paid the $95.00 on 11/9/2013. I have send proof of payment several times. Excela Health told me they took my $95.00 and applied $20.00 to another payment and applied $75.00 to my account. Therefore they claim I owe them $20.00. I have paid both bills and sent them copies. They still continue to bill me. I pay my bills on line so that is why I sent them my bank statements. Please help. They do not post the payments properly. but that is not my fault. I

  Business response

  03/18/2024

  Please be advised that a representative from our billing department contacted the individual to discuss all open accounts and address any questions/concerns. This matter has been resolved. Should anyone require anything further please contact me. Thank you.  

  Customer response

  03/21/2024

  
  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. 
  
  Regards,
  ****** *****

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was seen by Stacy M**** on 1/25/2023. Excela initially billed United Healthcare because they failed to update my insurance information accurately. After multiple phone calls they finally understood that they needed to bill Aetna, however, they sent wildly inaccurate information to Aetna, so Aetna can't process the claim. The claim that was sent to Aetna is for my husband. My husband didn't have an appointment that day. I had an appointment with Stacy M****, and the claim for Aetna says that my husband saw Matthew P*********. I received yet another bill today still stating that United Healthcare was billed and the balance is now 61-90 days past due. But it's not past due. Excela just absolutely refuses to correct this issue.

  Customer response

  12/19/2023

  I apologize for replying again, but I had my husband check our HSA account and saw that a $350.00 payment was made to Excela on 1/26/2023. This payment was most likely the copay we paid at the ER on 1/22/2023. Since we couldn't find any claims for this bill in our Aetna claims, we logged onto our old United Healthcare account. Excela sent the 1/22/2023 claim to UHC instead of Aetna, and the claim doesn't even match the bill they're sending me. I've attached the claim from UHC as well as proof of payment from our HSA account. 
  
  ---------------------------------------------------------------------------------------------------------------------------------------

  
  The first two pictures are of the bill I thought was new. However, upon digging I found one other bill from March 2023. It states that I paid $350, but I owe them $200.31? And, unlike the initial bill in question, it doesn't show any kind of insurance information. I checked our insurance claims on Aetna's website and there is no claim that even remotely resembles this bill. The third picture is the weird automated letter I received with no contact information for "Carl D".  I want to reiterate that I don't have an issue with paying medical bills, but I can't pay an insurance claim that was denied because it was billed incorrectly and I also can't pay mysterious bills like the one I received for $200.31. 

  Business response

  02/02/2024

  The patient’s insurance carrier needs to speak to her about her coordination of benefits – they must need to update their information for her.  If/when she calls them, ask her to have them reprocess the claim for payment. This has been the hold-up.

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In having back issues after being hit at work with a tow-motor approx. 1987, was forced into retirement April 2 2002 and been in pain ever since, not a great retirement. Visited Dr. M**** on 12-2-2022 for evaluation, his office located within the Excela Hospital. His suggestion was to have Thoracic Spine RFA. With his knowledge, I decided for him to do this procedure. I had four procedure's done the first two was just temporary numbness to see if the main more permanent procedures would be a benefit. On 1-16-2023 had the first procedure done, paid $275.00 Co-Pay, on 2-6-2023 had the second procedure done, paid $275.00 Co-Pay, 12-12-2022 Dr. visit $35.00 and $35.00 Co-Pay on 1-10-2023. I have a ******** *********, Workers Compensation set aside Escrow account to pay the co-pay's for my back injury. I've tried several attempts all year to recoup the money that is owed to me, after ******** ********* paid their portion, with no luck. They owe me $620.00 for the co-pays that I've paid. I would appreciate anything you could do to resolve this issue. We have exhausted everything that my wife and I know. If I can provide any more useful information, please call or email me. PH. ************ ***** ************************  Thank you very much for your time in this matter, **** * ********

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/24/2023 I called for a Sleep Study per Dr M****. I told the scheduler that I'd only be in PA until 7/25/2023 and asked if it could be completed in 2 months. Was told they didn't see a problem therefore they scheduled the Apt for 5/26 two days later. When I arrived I again let them know I leave in 2 months could it be completed and was told it wouldn't be a problem. I proceeded with the Apt believing it would be completed as they told me. Also I was charged $25 for 3 to 10 mins of smoking sensation. They asked if I wanted to stop smoking, I said No I like cigars. That was it, about 30 seconds and I wasn't there for that. I was called between a week or two later to do the study on 7/16/2023, just 9 days before I was scheduled to leave. This was for over 6 weeks later from the initial Apt. I asked Again would we be completed with in 9 days as I was leaving. I was told no as after the test it would go to the doctor and no telling how long it would take to review. After review I'd be fitted for the proper equipment and would have to return within 31 days for adjustments. At this time I told them I would have never gone to the first Apt if I had been advised it couldn't be completed within 2 months. I was completely deceived being told it would be completed. I went to the first Apt on deception being told it would be completed. I spoke to many people in billing and last to Brandy L*****. I've explained what's in this complaint and it was denied stating I was responsible for payment, see attached letter. I contacted my insurance, Tri Care and also told them not to pay the $295 bill for the reason above. I also notified them of the $25 charge for 3 to 10 minutes of smoking cessation that Never occurred. This is not money out of my pocket as my insurance would have paid. I received no benefit from starting the process which couldn't be completed. They would be the only ones to benefit collecting payment for a process they didn't complete but told me it would be.

  Business response

  09/18/2023

  These concerns has been reviewed and it has been determined that the charges are correct and consistent with the care that was provided. 

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received no benefit from the visit as they could not finish the testing in the 2 months time frame I was told they could before this visit occurred.

  On top of that I NEVER received 3 to 10 minutes of smoking cessation in which they charged my insurance company $25 for.  They asked if I wanted to stop smoking and I told them no, I like cigars.  That was the extent of the conversation we had about smoking. My insurance company paid the bill $236 and I sent $34 for a total of $270.  The only reason I paid was I don't want them messing with my excellent credit.
  

  I went to this appointment on deception being told it would be completed. I would have never gone had I been been told truthfully they couldn't do it.  
  

  I've been going to Excela for over 20 years, like my PCP and have never not paid nor told my insurance company not to pay other than this time. Perhaps its time to look at other options as there are many.  I was deceived into going to this visit from the start!

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

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  they are billing me for an appointment I already paid. In NOVEMBER of last year. I cannot get in touch with anyone that knows where this is coming from. Others that I spoke to at FRICK and Excela say no one can help me because Excela is "merging" to change their name. When I call the automoated service TO PAY because I would rather pay twice than have some debt service come after me, their line says I have no balance due. This was a visit in November? Yet not OVERDUE? Just want them to stop sending me these paper bills for something I already paid. #********* it loooks like and my corp. ID is ********.

  Business response

  07/28/2023

  This communication is in response to your correspondence dated July 11, 2023 in connection with complaint ********. Upon review of the patient’s account it has been determined that the referenced bill is valid. The payment the patient made was the copay. The bill the patient received is for the remaining balance. The patient signed documentation regarding the same. 

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
    I already paid it ONCE....even though I did not receive any inpatient treatment from Dr. M*****.  Now that Excela is Independence they will probably continue the double billing that instead of making sure they have accurate records.

  You can't even get in touch with them or their billing office now that they are trying to change names to hide their bad practices.
  
  Regards,
  
  ***** ************

*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. ↩