Business Profile

Health and Wellness

Conemaugh Health System

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Complaints

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

Customer Complaints Summary

8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/08/2024
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.
The billing **** is constantly harassing me for payment ,when I pay on every single bill I get from them monthly. It varies from $10 - $70 on various different bills. I can't afford to pay every single one of them off. Over the summer they threatened to send me collections because I wasn't paying my monthly payment on one that I had a payment plan set up on. THEY cancelled my payment plan, never sent me any bills. Then I get a letter they are sending me to collections. This is extremely unreasonable, and I'm thinking illegal on their part. I do have insurance where they received most of their money already. I have at least 4 different accounts with them. ********. ********. ********. ********. I pay something on these every single month. I'm tired of the harassing calls from them. Enough is enough.
Business Response
Date: 11/12/2024
November 12,2024

***************************
Better Business Bureau
****************************
*****************

********************************,

This letter is in response to the customer concern with REF: #********.

Thank you for contacting our organization and for giving us the opportunity to address the situation.
Conemaugh Health Systems ********************************* R1, and patient billing office, ************************* (***), have undertaken a thorough review of this situation and of the customers accounts.

The customer shared concerns related to their account balances and payment plans.Upon review, *** reports the patient has three outstanding account balances. Payment plans were previously established for the customers two of the three accounts. *** has attempted to contact the customer previously regarding the consolidation of all accounts onto one plan; but have been unsuccessful in making this connection with the customer. We encourage the customer to contact *** directly to discuss the specific accounts, CMC can be reached at **************.

In order for an account to remain in good standing for payment plan eligibility,payment guidelines have been established including consistent and minimum amount per month payment made by the customer. If a customer incurs additional balances after a payment plan is established on a current balance, CMC is not permitted to add the newer balances to the existing pay plan without the customers consent or without renegotiation of the payment plan terms based on the new total balance owed. If the customers accounts payment plans default, and if the customer has not agreed to add a payment plan for the second and third account; these accounts remain active for collection calls and letter notifications.

In follow up, the customer has been placed on a Do not call list by ***. This action will prevent the customer from receiving outbound dials by *** and the customer will remain on the Do not call list until the customer updates CMC to be removed. Additionally, *** will be mailing itemized statements for each of the accounts for the customers review.

We sincerely apologize for any frustration this must have caused to the customer.

Best regards,
Market ECO/FPO
Conemaugh Health System
************
Customer Answer
Date: 11/12/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ******
Initial Complaint
Date:10/15/2024
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.
On 4/22/24, I went to Conemaugh East Hills for standard bloodwork. I was billed $50 hospital copay plus a $50 physician copay. I have regularly had bloodwork done at this location and had never been billed a physician copay. When I paid another bill by phone, Conemaugh applied the payment to the 4/22 physician copay without my knowledge or consent. I have had numerous phone calls with Conemaugh **************** Conemaugh ***************** and my ********************** insurance since early July 2024 to determine why I was billed this physician copay. I have not been provided an answer, however, my appeals to have the copay refunded have been denied without explanation.
Business Response
Date: 10/24/2024
October 24, 2024

***************************
Better Business Bureau
****************************
******************

********************************,

This letter is in response to the customer concern with REF: # ********.

Thank you for contacting our organization with this concern. Conemaugh Health Systems Revenue Cycle Management Company, R1, and Conemaugh Physician Group (CPG) Billing representatives have performed a review of the customers concerns and accounts.

Upon review, it has been determined for the date of service for April 22, 2024, the customers ********************** account # ********* and CPG account# *********** were both billed and coded correctly.

The customer presented for blood work ordered by their physician on the date of service. One particular testing included an order that required additional reading by a pathologist if the test result is positive. The customers initial screen was positive, therefore reflex testing was performed as ordered. When an antibody is initially identified, a review by a pathologist is performed as part of the evaluation. As a result, both a facility charge for the technical processing of the labs portion and a physician charge for the pathologist examination portion are billed, creating two accounts as directed by the insurance provider copay/deductible/or coinsurance structure.

Both accounts have a zero balance. The customer made a payment to account# *********** through ******* online on June 4, 2024, in the amount of $50.00 for the physician charge, and a credit card payment to the facility for account# ********* in the amount of $50.00 on May 22, 2024, for the facility charge.

A **************** representative from both R1 and CPG Billing contacted the customer on October 21, 2024, to discuss their concerns and share the above information. The customer did share they are in the process of following up with their insurance provider to file an appeal.

In order to assist the customer with gaining a more detailed understanding of their care and to answer any continued questions they may have related to their treatment plan or orders; we encourage the customer to discuss these directly with the ordering healthcare provider. Additionally, the customer may contact their insurance provider for explanation of their plan copay/deductible or coinsurance structure.

We sincerely apologize for any frustration this must have caused to the customer. Thank you for giving us the opportunity to address the situation. Our goal is to not only rectify errors but to learn from them, thereby improving our systems and the quality of care we provide.

Sincerely,

Market ECO/FPO
Conemaugh Health System
************
Initial Complaint
Date:08/27/2024
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.
On 3/14/2024, I went to Conemaugh East Hills for a series of bloodwork. I provided the documentation for all the bloodwork ordered. Conemaugh did not send out some of the drawn blood for testing. As a result, I had to return to Conemaugh 5/6/2024 to have the bloodwork done again because Conemaugh failed to complete all the tests on 3/14. Conemaugh charged me a second copay for the 5/6 bloodwork, even though it should have all been completed on 3/14. I have been disputing the second copay with Conemaugh, but they continue to reject the claim. Conemaugh should not be charging a second copay when it should have been all completed on a single visit, it not for their failure to complete the work as required on 3/14.
Business Response
Date: 09/05/2024
September 5, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15160

This letter is in response to the customer concern with **** * *********
Conemaugh Health System (CHS) takes all complaints very seriously. Conemaugh Health Systems Revenue Cycle Management Company, R1, and Conemaugh Leadership have undertaken a thorough review of this situation and of the customer’s accounts. In addition to our response to the complaint, we want to express our sincere apologies for the frustration and inconvenience this must have caused. At Conemaugh Health System, satisfaction and trust in our services are paramount. We are genuinely thankful for the opportunity to address and rectify the situation, as it allows us to enhance our services for all our customers.

Upon review, it was found that an entry processing oversight occurred when the customer presented for laboratory services. The original blood work order was not captured in the electronic medical record system causing the customer’s need to return to the facility for the necessary services to be performed.
Additionally, the customer contacted R1 on multiple occasions to discuss the concerns related to the customer’s account balances. We recognize there was a lapse in communication during the process of addressing the patient’s concerns related to the billing accounts, particularly with the transfer of information between departments at R1. This prevented the swift resolution of the concern.
After consideration of the request, a one-time account adjustment for the copayment ***************** *or date of service May 6, 2024, has been granted in the amount of $50.00. This customer will not be responsible for the copayment amount. On September 4, 2024, R1 Customer Relations representative contacted the customer in order to communicate this information. Reportedly, the customer expressed satisfaction with this follow up and had no further concerns.
This investigation has assisted R1 in identifying opportunities to help improve customers’ experiences in the future, re-education along with root cause identification of the process breakdowns and communication concerns that occurred are planned. Our goal is to not only rectify errors but to learn from them, thereby improving our systems and the quality of care we provide.
Thank you for bringing this to our organization’s attention.

Sincerely,
Market ECO/FPO
Conemaugh Health System
814-410-8421
Customer Answer
Date: 09/05/2024
[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
Date:03/07/2024
Type:Service or Repair 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 lab work done on 5/23/23 and when I received a bill for this the following month, I immediately paid it and put the account number in the check memo as I always do. I kept receiving invoices for it saying that I never paid it, so then I sent them a copy of the CASHED check that they cashed on 7/24/23. So where did it go? I called them monthly, sent copies of the check they cashed from my bank showing they endorsed it on the back- through email and with some of the invoices. They are still saying it's not paid. How is that even possible? Now, even though I've paid it right away, proved it over and over, they turned it over to collections. So I sent them the same cashed check. Why am I paying for THEIR mistake? And how many times do they do this to people and have them pay over and over? We already pay multiple times by paying a building fee AND a physician fee AND a copay. I'm not also paying twice for the same bill.
Business Response
Date: 03/18/2024
March 18, 2024
********* ****
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15160
************************ **** ********* *****

This letter is in response to the customer complaint with **** * *********
In order to assist in resolution of the customer’s concerns Conemaugh Health Systems Revenue Cycle Management Company, R1, conducted reviews of the customer’s account. In addition to our response to the initial complaint, we want to express our sincere apologies for the frustration and inconvenience this must have caused. At Conemaugh Health System, satisfaction and trust in our services are paramount. We are genuinely thankful for the opportunity to address and rectify the situation, as it allows us to enhance our services for you and all our patients.
Upon review, it was found due to a payment processing issue the original payment the customer made to this account was inadvertently not applied in July 2023. Despite the patient's efforts to provide proof of payment, there were challenges with the clarity of the documentation submitted, leading to a need for further clarification.
We recognize that there was a lapse in communication during the process, particularly with the transfer of information between departments at R1. This misstep prevented the swift resolution of the concern. Upon identifying this oversight, we took immediate action to ensure payment was properly applied to the patient’s account through a manual adjustment.

On March 15 & 18, 2024, R1 Customer Relations representative attempted to reach the customer in order to communicate this information but have been unable to connect with the customer. The Representative provided our direct contact number for the patient to reach us at their convenience, as we are eager to discuss this matter further and provide any additional support they may need. Additional to this investigation, to assist R1 in identifying opportunities to help improve customers’ experiences in the future, re-education along with root cause identification of the process breakdowns and communication concerns that occurred are planned. Our goal is to not only rectify errors but to learn from them, thereby improving our systems and the quality of care we provide.
Thank you for bringing this to our organization’s attention. It is through feedback that allows us to continue to improve and fulfill our commitment to providing quality care and service to our patients and community. Please contact me at ************ ** ********************** if there are any questions.

Sincerely,
Market ECO/FPO
Conemaugh Health System
Initial Complaint
Date:04/01/2023
Type:Service or Repair 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.
hospital sucks having really sick people thrown out here in chairs and them taking blood in lobby its unsafe for everyone in waiting room. they putting people in rooms that arent even cleaned like this place is redicolious period
Business Response
Date: 05/23/2023
May 12, 2023
********* ****
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106

This letter is in response to the customer complaint with R*** * *********
Thank you for bringing these concerns to our organization’s attention. As an organization, we at
Conemaugh Health System are working diligently through opportunities identified to make
improvements for our patients’ and visitors’ experiences related to care provided, environmental
conditions, and time spent within the organization. Patient, visitor, and employee safety is
continuously at our organization’s forefront.
We sincerely apologize for the customer’s experience. Please contact me at ************ ** ********************** if there are any questions.
Sincerely,
Market ECO/FPO
Conemaugh Health System
Initial Complaint
Date:03/28/2023
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.
May 9th 2022 I called conemaugh to pay 3 bills totaling $250 . Spoke to Karen and gave her my flex spend account to process payment in full. No word on this until june 15th 2022 and told me that Karen didn't process payment. I told them the account is closed and i cannot get my$250 back. I have four pages of notes of people i explained to and every time a supervisor is to call me back and that doesn't happen. They sent me to one dept collection ***** ********.i explained to them and they sent back to conemaugh. No response again from conemaugh. Now i received another dept collector. Called Conemaugh again and asked for supervisor. Same message, no payment made. Explained everything again and they are sorry but need to pay. I told them i paid the three bills and they said they are sorry Karen didn't process. I would have no issues if Karen or someone would have called me back before May 31 2022 but no one called me back and no statement received. I lost$250 because they didn't process the payment and i cannot get my money back from this flex spend account.
Business Response
Date: 05/23/2023
This letter is in response to the customer complaint with REF: ************
In order to assist in resolution of the customer’s concerns, both Conemaugh Health Systems (CHS)
Revenue Cycle Management Company, R1, and Conemaugh Physician Group (CPG) Billing conducted
reviews of the customer’s outstanding balance accounts.

Upon review, the customer contacted the Conemaugh Physician Group billing office on May 9, 2022.
During this conversation the customer provided their payment information in order to pay the remaining
balance for their accounts totaling $250.00. After this call was concluded, the CPG representative
recognized the outstanding balance accounts were not CPG accounts, but for Conemaugh Health System
facility. The payment information given by the customer was not processed and was properly disposed of
by the CPG Billing representative. An attempt was made by CPG billing to contact the customer in follow
up to explain. Unfortunately CPG Billing was unable to connect with the customer to relay this
information. Balances remained for the Conemaugh Health System facility billing accounts in the total
amount of $250.00.

In order to help bring resolution to the customer’s concerns, the three account balances in question for
Conemaugh Health System billing have been adjusted to a zero balance. The patient is not responsible for
payment to these accounts. The customer was notified of this information on May 3, 2023 and had no
further questions or concerns. Please be assured this issue has been addressed internally with the
employees of CPG Billing following our internal process in order to help prevent this type of situation
from occurring in the future.
Thank you for bringing this to our organization’s attention. We sincerely apologize for the customer’s
experience. Please contact me at ************ ** ********************** if there are any questions.
Sincerely,
Market ECO/FPO
Conemaugh Health System
Initial Complaint
Date:07/21/2022
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.
On April 8, 2022 I had an MRI at Conemaugh Advanced Imaging 1450 Scalp Ave #001, Johnstown, PA 15904. At that time I was offered a 20% discount if I prepaid my copay in advance. I gladly accepted the offer and prepaid the copay amount. I was never informed that this was only an estimate and would receive additional bills. After the MRI I received a bill for an additional amount. I spoke to the billing department and questioned the amount thinking there must be a mistake. I was informed that I owe an additional $50 because my copay amount was estimated wrong on their part. I explained that the correct amount should be $40 with the 20% discount I was offered originally. I asked that they send me a corrected bill showing the amount I owe so I could have a record of it. I was never sent the correct bill with the correct amount that I owe. I've spoke to countless people in the billing department and customer service. They refuse to adjust the amount to the correct amount owed. When I speak to anyone I'm on hold and transferred countless times only for the next person to tell me they don't have the authority to make corrections.
Business Response
Date: 05/23/2023
This letter is in response to the customer complaint with the **** *** ********.
In order to assist in resolution of the customer’s concerns Conemaugh Health Systems (CHS) Revenue
Cycle Management Company, R1, conducted reviews of the customer’s accounts.
Upon review, at the time of service, the customer made a payment to their account based upon the
customer responsibility estimated amount. The Prompt Pay 20% discount was applied. Once the
customer’s insurance provider processed the claim, the customer responsibility actual amount increased
from the original estimated amount, resulting in a balance to the account.

During the customer’s initial contact with the billing office, the representative reviewed the payment
information with the customer. At that time the customer requested the 20% discount be applied to the
remaining balance. In order for the discount to be applied, the remaining balance would need to be paid in
full. No payment in full was made to the account balance at that time.
A time later, the customer re-contacted the billing office to discuss the 20% discount and requested an
updated billing statement to be sent to them. Unfortunately, due to an internal process change, an updated
statement was inadvertently not sent to the customer as requested. Once the customer was able to
reconnect with the billing office in follow up, the customer made payment to the account in full and the
discount was applied.

R1 Customer Resolution Center attempted to reach the customer recently to ensure resolution to their
concerns has been met, but have been unable to connect with the customer.
Thank you for bringing this to our organization’s attention. We sincerely apologize for the customer’s
experience. Additionally, the R1 Customer Resolution Center has identified opportunities to help improve
customers’ experiences in the future.
Please contact me at ************ ** ********************** *f there are any questions.
Sincerely,
Market ECO/FPO
Conemaugh Health System
Initial Complaint
Date:04/29/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received cataract surgery 1/12/22. At that time I was encouraged to pay my insurance deductible in order to receive a 20 percent discount. The billing department did not post that payment to my account until approximately the end of January so I received 2 other bills in which I was expected to pay equaling a second amount equal to my deductible. At this time even with the assistance of my medical carrier Aetna I have yet to be reimbursed my $320 overpaid to the billing department. I have devoted hours of time, aggravation and lost interest on this money. I am blessed to have been able to have the extra funds to pay the other two bills that were sent to me due to the hospital billing department not posting my deductible to my surgery bill. The bill for my second surgery 2/9/22 has been paid without issue which my optometrist says that means the first surgery bill was the qualifying billing.. The phone # I call is 844-464-7989. My surgery was completed at Miners Hospital a satellite facility for Conemaugh Hospital systems. I do not know where to go to for assistance to be reimbursed and this has been so long I feel owed interest on my money. I understand Aetna released the funds to them the beginning of March. Thank you for your assistance and time
Customer Answer
Date: 05/03/2022
From: ***** ***** <l******************>
Date: Sun, May 1, 2022 at 3:21 PM
Subject: Resolution obtained
To: <[email protected]>

Complaint I filed 4/10/2022 ********* has been resolved by Miners Hospital. Thank you for your assistance.

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