Complaints

• Initial Complaint

  08/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Between February 11 th and July 11 th I had multiple health care visits and minor procedures in various clinics at Penn State Health Hershey Medical Center. I received several monthly bills for the costs not covered by my insurance, which I paid by check. However, each successive bill listed charges from the previous bill that I had already paid, so I did not pay these old charges. My bank records show that I paid everything I owed, and I told the Penn State Health billing office this on the phone (August 18th). After that conversation, however, a debt collection agency sent me further charges from February that I do not recognize. I want Penn State Health to stop billing me for services I already paid for in full, and for the debt collection agency to stop harassing me with fake extra charges that I already paid.

  Business response

  09/17/2023

  September 16, 2023

  Dear *** *******,
  

  We have investigated the concern that ** ******** ****** has presented in his complaint for services he received at a Penn State Health facility between February 11th and July 11th of 2023 and we offer the following response:
  

  The patient had multiple balances/bad debt balances for his services and there is a remaining balance of $10.11 after his payments have been posted. We have provided a service recovery adjustment for this remaining balance bringing the balance to zero.
  

  If there are any other questions or concerns, please feel free to reach out.
  

  Respectfully,

  Team Manager, Customer Service

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Penn State Health offered a twisted account of the facts in their response. The truth is that they repeatedly billed me for services that I had already paid for, amounting to over $1,500 in excessive billing. After my complaint to BBB, Penn State Health finally sent me a correct bill for the outstanding balance of $10.11, which I paid immediately. They should not have engaged a debt collection agency for bills that had already been paid. At the very least they should have admitted to their mistake. 
  
  Regards,
  
  *****************************

  Business response

  10/05/2023

  October 5, 2023

  Dear *** *******,
  

    We have reviewed the additional concern that ** ****** presented regarding his payments.  We have noticed that *** ****** is using his bank’s online bill payer function.  Unfortunately using that process the same statement number is in the account number field on each of the checks.   This creates a situation where each payment has been applied to the same account over and over requiring manual investigation and intervention.   In order for future payments to be applied correctly, the current statement number that is being paid must appear on the check in order for it to be applied correctly.   This is different than the requirements for other retail and utilities paid using the bill payer function where there is a single unchanging account number.
  
  We have received the patients most recent payment of $10.11 so the account has been paid in full and there are no open balances.  
  

  If there are any other questions or concerns, the patient is welcome to reach me directly at the contact information below.
  
  Respectfully,

  Team Manager, Customer Service

  Customer response

  10/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The statement number was clearly displayed on the checks sent to pay my bills. PennState Health continues to invent new reasons to avoid admitting responsibility for repeatedly billing me for services that I had already paid for. I would accept a simple apology or just an admission that their billing system is outdated, or overwhelmed, but I will not accept their continued efforts to blame me for their repeated errors. This is not how a modern health care provider should behave towards its patients, and they should be ashamed. 

  Regardless of how Penn State Health choses to respond, this is the last time I will return a comment. They had plenty of opportunity to make it right by simply telling the truth and admitting their mistake. 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/21/23 I went the ER with horrible stomach pain. Was determined I had a intestinal blockage discovered by a CT scan. 6/22/23 went into Surgery for a ************** tumor removal. And tissue removed was sent to Pathology for determination. Dr. ****** was the Surgeon. 6/28/23 I was discharged. I was given a business card by * ***** from the 5th floor surgical ward to forward my Short term disability paperwork. So it could be filled out and submitted. 6/29/23 received a call from * ***** explaining that she was forwarding the Disability paperwork to Surgical Oncology for it to be signed off on by Dr ******. 7/12/23 nearly three weeks after my surgery. I had my follow up with Dr ******. Only be told that in almost three weeks the Pathology hasn't completed the testing yet. In which Dr ****** himself stated that was entirely to long for a pathology report to completed. And told me when he heard anything he'd call me. Now I'm pissed. I spent the last three days in panic mode bracing myself for the worst. Not eating. Not sleeping. And withdrew from everyone I care about because I scared to death I might have cancer. Just to be basically told that I'll find out when your Pathetic Pathology dept gets around to completing it's testing. Do you people have any clue what this is doing to my mental state? Not that anyone seems to care but the patient who may or may not have cancer! And when I thought it couldn't get any worse! Come to find out in the same appointment that * ***** never forwarded my Disability paperwork to Dr ******'s office from almost three weeks ago. The last time I received any income what so ever was my last paycheck while I was still a patient on the 5th floor. So now I'm looking at possibly two more weeks before I see any disability payments in order to pay my bills or do any essential grocery shopping. The only thing I know for sure got done today was Dr ******'s nurse making sure that paperwork was submitted. Signed  *******************************

  Business response

  07/31/2023

  This patient also contacted Patient Relations in real time after his clinic appointment on 7/12 with Dr. ******. At that time pathology results were not finalized. They were finalized later that day and I had contacted Dr. ****** asking that he call patient to review. It was explained that some testing is sent away and can take longer . Dr. ****** did call him later that day.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Urology received his referral, but they refuse to let me make an appointment with an MD. So I just spoke to patient relations and I put in a complaint. Someone is supposed to call me back in the next 24 hours.

  Business response

  05/04/2023

  There is minimal information in this complaint to be able to assist. The patient's name is not provided.

  It appears to be a quality of care concern, not billing related, but the specific facility where services are being sought is not mentioned so I am unsure how to direct the complaint

  Customer response

  05/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  8/16/10
  *******************************
  Penn State health
  500 University Dr., Hershey, PA 17033
  Pediatric urology, ***********
  

  Regards,

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

  Business response

  05/05/2023

  This case is being worked by the Patient Experience Team.

  A Patient Relations Representative has left messages on Wednesday and Thursday for the mom to return her call. To date she has not received a response.

  I agree the case should be closed because the ask was for a contact from the organization and that has been done

  Thank you 

  Customer response

  05/05/2023

  [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

  03/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a psych appointment on 10/19/2022 with a doctor I had been seeing since around 2020 at the same location since around 2020. These appointments have always been covered by insurance and my insurance has never changed, so this typical appointment would be 100% covered by insurance. For whatever reason, my insurance was not properly being billed since April 2022. While many erroneous appointments billed to me were cleared up, I am still being billed for the 10/19/2022 appointment. I have contacted the billing department no less than 5 times and have been repeatedly told that I do no owe the money and that they'd take care of it. I called at the beginning of my bankruptcy proceedings and was told I owed the company nothing which is why the bill wasn't included in my bankruptcy filing. If this bill were legitimate, it would have been included in my bankruptcy filing and would have been voided then. Since it is not legitimate and I have been told multiple times that I do not owe it, it was not put through with the bankruptcy proceedings. Now that my bankruptcy proceedings are over, I'm getting illegally billed again for the same exact appointment that is fully covered by insurance. I want to stop being harassed by this company and I want formal notice that this bill was voided and that I owe nothing to Penn State.

  Business response

  04/16/2023

  April 12, 2023 
  

  Dear *** *******, 
  

  Thank you for the opportunity to review ***** *****’s concerns about outstanding medial bills with  Penn State Health, for psychiatry services. 
  Unfortunately, as *** ***** indicates there are actually two bills that have not finalized processing with her insurance company. They are for dates of service; June 2, 2022 and October 19, 2022. The  unresolved issue is between us and the insurance company and at the moment we are not requesting  any payment from *** *****. 
  Due to her mention that she has filled bankruptcy during this same period, we will attempt to locate her  official bankruptcy documents. If applicable for these dates of service the account will be updated with  this information, so that any balance after insurance adjudication will be adjusted as result of the  bankruptcy order. 
  We apologize for any inconvenience while we have been working with the insurance carrier to resolve  these accounts, but hope the additional information may be of assistance. 
  

  Thank you 
  Sincerely 
  ***** ** ******** 
  Team Manager Customer Service  
  

  
  

  Customer response

  04/23/2023

  [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

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a different primary insurance for several months in 2021. I provided that to penn state hershey on 1/13/21 (I only know that date because I provided it at my first appointment during that time frame with them, when I was very excited to finally be pregnant. It was for my confirmation of pregnancy blood work). Apparently they billed my wrong insurance, and likely continued to do so. My other insurance initially paid and as i am not an insurance specialist, I assumed there were not issues. However, that company has since done an audit and taken the money back. I just received a bill for the full amount, where as these services were, and should have been, covered in full. I had 2 excellent insurance plans at this time, I will not be paying out of pocked due to your insurance mix up.

• Initial Complaint

  09/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Re: Dispute Billing Statement of $299.33 due for Date of Service 01/27/2022 Hershey Medical Center Encounter#**********. Originally the claim processed on 03/18/2022 (see EOB) with the provider discount of $67.01. On 03/30/2022 ****** **** *****/**** ****** EOB (see EOB) adjusted the provider discount amount by increasing it to $299.33, reducing the provider allowance by $299.33, the result was net balance of zero. Neither EOB shows a patient responsibility. Both EOB's indicate patient responsibility of $0.00. Hershey Medical Billing Department has mis-applied the 03/30/2022 adjustment as a patient responsibility. Amount due is the provider discount that Hershey Medical Center misapplied from ****** **** *****/**** ****** to account as a patient balance owed. The attached Explanation of Benefits (EOB) shows no payment due from patient. Hershey will not accept the Explanation of Benefits as payment in full. I have made several attempts to contact and rectify the problem calling on 08/16/2022 told by phone representative Jeannette to Fax the EOB to ###-###-####; ****** ***** tried calling Hershey Billing without success or response to phone messages; finally a letter sent to the Vice-President of Operations without a response. As you can see from the Hershey Medical Bill there is no mailing address to address concerns/questions only payments. The Hershey Medical Center has a 2-hour wait line, the rude and rushed telephone representative makes incorrect assumptions of unpaid of medical plan benefits. The phone rep tried to incorrectly justify the amount due as a deductible or co-payment. There is no co-payment for diagnostic radiology services nor deductible for using an in-network provider. The result I am seeking is removal of any amount owed to Hershey Medical Center, correct my account. I would appreciate a written notice the account has been cleared of all amounts due. Please feel free to contact me with questions. KInd Regards, *******************

  Business response

  09/26/2022

  September 26, 2022 
  Dear Ms. Cameron, 
  Thank you for the information submitted concerning Ms. Keen's dissatisfaction with the handling of her account, at Penn State Health, Hershey Medical Center. 
  An investigation reveals that the Explanation of Benefits we received directly from Ms. Keen's insurance plan, Anthem Blue Cross, differs from the information that has sent to her. 
  The attached copy of the Explanation of Benefits shows that we are correctly billing Ms. Keen for the deductible amount of $299.33, based on instructions from her insurance carrier. Interestingly our Explanation of Benefits is dated the same day as Ms. Keen's; March 30th, 2022. 
  As a result of the obvious discrepancy between what the insurance company is telling us, versus what Ms. Keen is being told, we have opened a ticket with Anthem Blue Cross for an explanation. A response could take up to 4 weeks. In the meantime the account has been placed on hold. 
  We will notify Ms. Keen as soon as we have a response from Anthem Blue Cross. 
  Thank you 
  Respectfully, Linda M. Schlader 
  Team Manager, Customer Service 
  
  

  Customer response

  09/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18043512
  
  I am rejecting this response because:  The ********************** Shield plan at the time of service has no deductible, no coinsurance and no co-payment for the services rendered. No such payments are required from the patient as mentioned in attached carrier EOB from the patient. The category used for $299.32 is "Cash Deductible"--not a patient category but a provider category because Anthem is making an adjustment to the contract adjustment of $67.01.   Explanation of Benefits supplied by ***************************** clearly shows "NO PATIENT RESPONSIBILITY".  Agreeably, Hershey should contact ********************** Shield to correct their error but, not the patient referenced. Hershey is not properly applying the amounts from **********************Shield EOB. 

  
  

  Had the BBB not intervened on the behalf of *******************, Hershey would do no research, no follow-up phone calls and no resolution.  The amount due is clearly Hershey Medical Center's Application mistake, of an amount that Hershey Medical is contractually obligated to ********************** Shield to accept without any amounts due the patient.

   

  Therefore, no payment will be forthcoming from this patient, ********************

  
  

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

  Business response

  09/28/2022

  September 28, 2022 

  Dear *** *******, 
  

  Thank you for the information submitted concerning *** ****'s continued dissatisfaction with the handling of her account, at Penn State Health, Hershey Medical Center. 
  

  In response to *** ****'s rebuttal I regret that she was not accepting of the initial response. Our billing team representatives are working directly with ****** **** ***** to update the account so that our balance does reflect the same balance that has been reported to *** ****. 
  

  ****** **** ***** has acknowledged we were not provided with the same information that was submitted to *** **** and are in the process of sending an updated Explanation of Benefits showing that *** **** had no responsibility for the services on 1/27/22. 
  

  The presentation of the Explanation of Benefits attached to the original complaint filed by *** **** was helpful in our challenge of ****** **** ***** processing. As result of the confirmation received yesterday that ****** **** ***** is in the process of sending an updated Explanation of Benefits, the anticipated adjustment has been applied to the account. The forthcoming corrected Explanation of Benefit will support the action taken yesterday, but could take up to 14 days to receive. 
  

  We hope *** **** is satisfied with the most recent actions taken and regret the length of time and resources that were required to obtain this resolution on her behalf. 
  

  Thank you 
  

  Respectfully, 
  Linda *. S*******. 
  Team Manager, Customer Service 

  Customer response

  09/29/2022

  [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

  06/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Hershey Medical center billing is completely out of control. I recently called them because the billing is incorrect. The first time I called I was#72 in line. I waited for about 15 minutes and had to hang up because of my job. When I finally got in touch with a gentleman he agreed that my $134.52 payment would resolve the discrepancy. He specifically said to “Ignore the next bill that was coming in the mail because it will be inaccurate”. I expressed concern about it going to collections because there is a delay between check payments, insurance payments etc. He assured me that it takes a long time to get to collections and not to worry about that. It did go to collections. They don’t ever show the check amount from payments so you can never determine whether they received your payment. This is not the first time I’ve had billing issues with them. The last time I had to go to the bank to get a copy of a canceled check to prove they had my money. I have excellent credit so I’m specifically requesting that they review my payments and revoke the collections issue. I asked before that they review their invoicing processes because it is deceptive and confusing when you can’t see the credited checks as a lump sum. I said that I was going to leave HMC but unfortunately I love my doctors and don’t wish to leave.

  Business response

  06/29/2022

  June 29, 2022 
  

  Dear *** ******** 

  A review of the history and current status is as follows; 
  

  Statement #******* dated March 20th is attached showing 4 separate balances totaling $552.84 On March 21st a payment totaling $418.32 was applied to the account resolving the first three (3) items on the bill, all for the January 26th, 2022 dates of service. 
  Remaining balance $134.52 
  Statement #******* dated April 19th, 2022 is attached showing the total outstanding amount due of $689.98. The remaining balance from the March statement of $134.52 and a new balance of $555.46 for the March 23rd date of service, is included. 
  Statement #******* dated May 29th, 2022 shows a single remaining balance of $555.46 for the March date of service, but the balance of $134.52 is not showing because that amount was paid on May 26th, 2022. 
  Please note; Paid balances do not show on subsequent statements 
  The current active balance on the account id $555.46. 
  There is a single account in bad debt, but it is for allergy skin testing done on May 13, 2021. This balance does not appear on any of the statements that the patient recently received, so a courtesy this balance will be adjusted. 
  Following the payment of $556.84 the account will be paid in full. 
  Please let me know if you have any additional questions or concerns. 
  
  Thank you 
  
  Linda *. S******* 
  Team Manger, Customer Service 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received care at Penn State Hershey Medical Center (PSHMC) in May 2021. Fast forward to around November 2021 and I receive a call from a collection agency informing me that I owe money to PSHMC. This was a shock to me because I have ******* for insurance and assumed that PSHMC would submit claims to them. I told the collections agency that this should have been covered by *******. I subsequently submitted a claim to *******, thinking they must not have received a claim for these services. I did not follow up until recently because I assumed ******* was taking care of it and it was just taking them a while to process the claim. Now the collections account is hurting my credit score, and I received confirmation from ******* that they did, in fact, pay PSHMC for the services rendered in May 2021 and that PSHMC did cash the checks that were sent by *******. Yet my collections account remains, damaging my credit score. Whenever I tried to call PSHMC, there were always 20+ people ahead of me. When I spoke to someone today, she informed me that I needed to submit images of the front and back of the checks that were sent as "proof" that my insurance paid these bills. This makes no sense, as I am not the one who wrote/sent the checks and so do not have access to these checks. This documentation should not be needed to "prove" that my insurance paid these bills. Either PSHMC cashed my insurance's checks without crediting the money to my account; or, perhaps they are engaging in balance billing, which is illegal and not permitted by *******. Either way, I am demanding that PSHMC remove my balance and my collection account, as they have already received payment for the services I was rendered.

  Business response

  06/07/2022

  I have just returned from being out of the office for over two weeks. I am in the process of catching up on work that accumulated while I was out. I will be sending a response to this complaint within the next day or two.

  Thank you for your understanding

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is against Penn State Health Billing Department. I received a $1200 bill in December of 2021 for a medical procedure that occurred 9-23-21. I could not afford to pay the entire balance but planned on paying $200 a month until paid in full. I made a $200 payment in January and February 2022 and I have not received a bill for March 2022. I called Penn State billing and they advised that the remaining balance was sent to a collection agency and I should make payments to them once I receive a statement from them. I asked why they would send to a collections agency after only 60 days of billing and especially since I was making payments on the bill. Their reply was that I should have notified them that I was making payments, This has happened several times over the past 10 years and it has impacted my credit score. I feel Penn State should give patients more than 60 days of billing before turning over to a collections agency. If this has happened to me, I am sure it has happened to MANY other Penn State patients and they are as angry as I am. 

  Business response

  04/25/2022

  April 25, 2022 
  

  Dear *** *******, 
  

  I offer my sincere apology for the delay in responding to this complaint. 
  

  For your reference I have attached copes of the five (5) statements that were mailed to ***** ******, between October 20th, 2021 and February 17th, 2022, all reflecting that charges for the September date of service that *** ****** references in her complaint. 
  

  Please note all statements were mailed to the same address. On each statement there is an Amount Due block at the top, indicating the full amount shown on the statement is due. A partial payment made toward the balance does not prevent the account from aging to bad debt, because the full amount is due unless or until the patient contacts us to negotiate a monthly payment plan. 
  

  At that point the Amount Due block will reflect the monthly payment agreed upon. For example, if the patient agreed to pay $100 per month that amount would show in the Amount Due block, in addition to any new balances that dropped since the last statement. 
  

  As you can see the Amount Due balances were consistent until the January statement when two new. balances were added bringing the total amount due to $1500.00, a difference of $250.99. *** ****** paid on the new balances, but nothing toward the September balances, which are the balances that subsequently aged to bad debt. Please note the balances for the September date of service appeared on five (5) separate statements. 
  

  At this time the balances will remain in bad debt unless *** ****** wishes to contact me directly to establish a payment plan. 
  Thank you 
  

  Respectfully 
  

  Linda S.

  Team Manager, Customer Service

*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. ↩