Complaints

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

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  Allegheny Health Network

  120 Fifth Avenue, Suite 2900 Pittsburgh, PA 15222

• 

  Allegheny Health Network

  232 W 25th St Erie, PA 16544-0002

• 

  Allegheny Health Network

  4800 Friendship Ave Pittsburgh, PA 15224

• 

  Allegheny Health Network

  PO Box 400546 Pittsburgh, PA 15268

• 

  Allegheny Health Network

  Customer Service PO Box 6770 Pittsburgh, PA 15212

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:01/30/2023

  Type:Product 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 had surgery on 6/13/2022 and again on 9/6/2022 by Dr. Andrea M******* I received a bill from AHN in the mount of $1505.65. I wrongly assumed that this was the balance I owed after Medicare and Medical Mutual (Part B) were applied. When I realized my out-of-pock amount was to be no greater than $328, I called Dr. M******** office. I was informed that they had made a mistake and forgot to apply the balance after Medicare to Medical Mutual. She was going to resubmit the claim and connected me to the financial office. The financial office I was connected to the incorrect office, and they gave me an email to write. I wrote ****************** on 12/9/22 and explained the overpayment. I was asked to write to ************************* and I did on December 19 ,2022 and was informed that they are not the correct office and asked me to write to [email protected]. I wrote to them on 1/9/23 and have not heard back. So I called ************* financial office, and after twenty minutes, I was put into a voicemail of here "supervisor" - which was a generic voicemail box. Again, it is now January 30, and I have heard nothing from any of the above five points of communication to AHN to resolve this and receive my refund of $1505.65. (which should have been paid by Medical Mutual). I normally see doctors at Cleveland Clinic Taussig, their cancer center. These surgeries were for reconstruction revisions after a bi-lateral mastectomy where Dr. M****** originally performed my surgery while she was at The Cleveland Clinic in 2019 and 2021. When she transferred to Allegheny Health Network and I followed her there, though I live in Ohio. Any financial issues with The Cleveland Clinic are resolved quickly and with satisfaction. I am in disbelief that Allegheny Health Network is so negligent on many levels to communicate with the patient (myself) and resolve this dispute to which I am clearly owned a refund.

  Business Response

  Date: 02/07/2023

  1/31/2023
  Better Business Bureau
  ********* ** * ********
  **** ********* ****,

  
  Thank you for the opportunity to respond to the concerns expressed by ******* ***** ** * ******** that you shared in an email dated 1/30/2023 and received by the Customer Care Center on 1/30/2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that *** ***** has the following concerns related to her Services with Allegheny Health Network from 6/13/2022:
  *** ***** had paid a balance billed in the amount of $1505.65 That should be paid by her Medical Mutual secondary plan. *** ***** has made many attempts to have her secondary plan billed for this balance and is awaiting refund of the funds she has paid.
  We would like to thank you for bringing ******* ******* concerns to our attention, and for providing us with the opportunity to address them. *** ******s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******s concerns, we have determined:
  After a thorough review, it was determined that Medicare and the secondary Medical Mutual plan had processed the claims. Medical Mutual had denied the services stating that the patient did not have active coverage at the time of service. The denial had been determined to be incorrect, allowing for Medical Mutual to be rebilled for the date of service.
  The patient has been refunded her potential overpayment, based on Allegheny Health Network’s review. *** ***** has been informed of the review process and her refund.
  ********* ***** thank you again for sharing ******* ******* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
  Please let me know if you have any additional concerns or require additional information.
  Sincerely,
  Emily M*********
  Customer Care Center Supervisor, Rev Cycle
  *************** ***************
  ************************

  
  

  Customer Answer

  Date: 02/09/2023

  [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. 

   

  we received the funds. Thank you. 
  

   

  Regards,
  

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

• Initial Complaint

  Date:01/29/2023

  Type:Customer Service 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.

  The billing department keeps sending me a bill that I have an eob for indicating I owe 0$ for a procedure on 5/3/22. The # to call to speak with billing has no less than a 45 minute wait to get someone on the phone. I spoke with Emily from Allegheny on 9/22/22 who apologized for this error and she assured me this was taken care of and I owed nothing. I now received another bill indicating that I owe 1,000 plus dollars. This is stressful and harassing. I need this resolved

  Business Response

  Date: 02/07/2023

  *******
  Better Business Bureau
  Complaint ID # ********
  **** ********* *****
  Thank you for the opportunity to respond to the concerns expressed by ******** ******* ** ********* that you shared in an email dated 1/30/2023 and received by the Customer Care Center on 1/30/2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that *** ******* has the following concerns related to her Services with Allegheny Health Network.
  *** ******* advised that a billing dispute that was previously resolved, is continuing to have statements billed to her.
  We would like to thank you for bringing ******** ********* concerns to our attention, and for providing us with the opportunity to address them. *** *******’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******* concerns, we have determined:
  After a thorough review, it was determined that the date of service in question was resolved in September, and *** ******* was advised promptly. *** ******* received a statement for a different date of service rendered, that has been resolved by billing the updated insurance information from 2022.
  ********* ****, thank you again for sharing ******** ********* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
  Please let me know if you have any additional concerns or require additional information.
  Sincerely,
  

  Emily M*********
  Customer Care Center Supervisor, Rev Cycle
  ***************

  Customer Answer

  Date: 02/07/2023

  [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

  Date:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had services at their Hempfield hospital on November 21st 2022. The services were in the emergency room and my $100 copay was paid at that time. Since then, I have contacted Allegheny Health Network four different times to get an itemized bill. All four times they stated they would send it out to me that day via email but I never received it. I have verified they had the correct email. I asked to speak to a supervisor or put me in contact with someone that could speak with me about not getting the itemized bill. As of today, I still have not received it. All of our conversions were recorded.

  Business Response

  Date: 01/26/2023

  1/24/2023
  Better Business Bureau
  ********* ** * ********
  **** ********* *****
  Thank you for the opportunity to respond to the concerns expressed by ******* ****** that you shared in a letter dated January 18, 2023 and received by the Customer Care Center on January 18, 2023. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that ******* ****** has the following concerns with Allegheny Health Network:
  *** ****** has made numerous calls to Allegheny Health Network requesting Itemized Billing for her most recent visit at the AHN Hempfield Neighborhood Hospital for her date of service of 11/21/2022.
  
  We would like to thank you for bringing *** ******’s concerns to our attention, and for providing us with the opportunity to address them. *** ******’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******’s concerns, we have determined:
  *** ****** was provided an incorrect phone number upon a discussion with her insurance company.
  Allegheny Health Network reached out to *** ****** with the correct contact information for the AHN Neighborhood Hospitals and that the Customer Care Center had reached out to the Billing Team to provide her documents.
  Patient confirmed receipt of itemized billing on 1/24/2023.
  ********* ***** thank you again for sharing ******* ******’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
  Please let me know if you have any additional concerns or require additional information.
  
  Sincerely,
  Samantha C***

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising 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.

  Drove my wife to Allegheny general hospital emergency department because it was after doctors office hours. My wife was having post menepausal bleeding. We were admitted to the department and waited several hours to be informed that they couldn’t treat my wife because they did not have a gynecological department at this particular hospital. They then informed us that they would take her to a sister hospital that had the department needed to treat my wife. They never informed us that the transport would be billed to us. They charged us 264.84 which our insurance covered 39.84. If we had known that they were charging us for this I would have driven her to the second hospital myself being I drove her to Allegheny general myself. I am seeking reimbursement of 225 dollars that I must pay the outside ambulance service they used.

  Business Response

  Date: 12/20/2022

  12/19/22
  Better Business Bureau
  ********* *** ********
  **** **********
  Thank you for the opportunity to respond to the concerns expressed by ****** ***** that you shared in an email December 19, 2022 and received by the Customer Care Center on December 19, 2022. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that ****** ***** has the following concerns with Allegheny Health Network:
  *** ***** assisted with transporting his wife, ******** to Allegheny General Hospital where he waited several hours to be informed they did not have the appropriate physician to assist with her needs. It was recommended to transfer **** ***** to another Allegheny Health Network facility to service her, however *** ***** feels that Allegheny Health Network did not advise that her wife would be billed for the transportation. He indicated that he would have driven her himself to the other hospital if he would have known she could incur charges. He advised that he would like reimbursed $225 that he has to pay the ambulance service for.
  We would like to thank you for bringing *** *****’s concerns to our attention, and for providing us with the opportunity to address them. *** *****’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** *****’s concerns, we have determined:
  *** *****’s concerns were reviewed by members of our AHN senior leadership team, as well as executive nursing, and it was determined that the coordination of **** ******* transfer was appropriate. Specifically, the need for ambulance transportation was medically necessitated based upon the physician recommendation for a medic to be present during the transfer. Based upon this feedback, it is advised that this ambulance bill be sent to the patient’s insurance carrier for proper processing.
  *** ***** can speak with his insurance carrier if he has questions on the benefit plan selected for ambulance coverage.
  ********** thank you again for sharing ****** ******* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
  Please let me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue Cycle Supervisor, Customer Care Center
  Customer Service
  ***** ************* Fax (412) 330-5411
  *********************

  Customer Answer

  Date: 12/20/2022

  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.

  
  

  When AHN stated that my wife’s transport was medically necessary they did not have the expertise to do so. They do not even have a gynecology department. At this point in time we should have been notified of this problem. We immediately would have left against medical advice and I would have driven my wife to their other hospital as it was only 6 miles and 10 minutes away. AHN made the call to transport her via ambulance to West Penn hospital leading us believe that this was a service they offered due to not having the proper medical personnel at this location. Had they informed us the ambulance trip would be billed to our insurance carrier which has a 225.00 deductible we would have respectfully declined the medical treatment and the ambulance ride and I would have driven my wife myself. My wife was in the medical field fir 28 years and knows she would have been fine being driven by me to the other hospital we were never given a chance to decline treatment due to their communication errors. If my wife needed medical supervision in the ambulance can someone tell me why we spent 7 hours in their emergency room with hardly any explanation  therefore I would like AHN to resolve this matter by paying the insurance deductible. Again had we had known this ambulance trip would cost us money I would have signed the medical release form and refused their treatment and drove her myself.  

  Thank you

  ****** *****

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

  
  

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is toward Allegheny Health network and the billing department. I have been requesting assistance to resolve a claim for physical therapy received in October 2021 and billed in December 2021 since the first bill arrived December 21, 2021. The services should have been covered by my insurance company of record at the time, but as they explained and justified with documentation, AHN never responded with the requested billing address, provider, medical records or follow-up report from the physician despite repeated requests from them and me. I have placed 17 calls to request the information and been assured at least half the time that a new claim was sent, only to learn that Aetna never received anything and the "claim" was still being reviewed by AHN. My final call today was met by a representative from AHN who refused to review the file any further and said it was under review and I just had to wait for a new bill, that there was no one else I could talk to and even if there were they would say the same thing. On a recorded line, he told me to just pay what I owe. I would happily do so, if the bill properly reflected what I truly owe, but as AHN has refused to complete the claim form and provide the insurance company the documentation they requested, I am asking for the total amount of $2598.00 to be cleared. between me and Aetna we have spent much more than that in time and resources fighting to get this resolved.

  Business Response

  Date: 12/29/2022

  12/29/2022
  Better Business Bureau
  Complaint ID * ********
  **** ********* *****
  Thank you for the opportunity to respond to the concerns expressed by ****** *** that you shared in a letter dated December 8, 2022 and received by the Customer Care Center on December 08, 2022. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that ****** *** has the following concerns with Allegheny Health Network:
  *** *** has been requesting assistance for her physical therapy services in October and December of 2021. *** *** indicated she made multiple calls to Allegheny Health Network requesting the documents be sent to her insurance, Aetna, for processing.
  *** *** expressed frustration advising Allegheny Health Network has not provided the requested documents to her insurance company. Due to the frustration, she is requesting her $2,598 to be cleared from her account.
  
  We would like to thank you for bringing *** ***’s concerns to our attention, and for providing us with the opportunity to address them. *** ***’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ***’s concerns, we have determined:
  The Explanation of Benefits received from *** ***m’s insurance company, Aetna, *** *** needed to update her Coordination of Benefits. 
  A 3 way call was performed between Allegheny Health Network, *** *** and an Aetna representative on 9/20/2022. It was determined and advised by Aetna that the claim needed to be reprocessed as the patient updated her Coordination of Benefits.
  Aetna reprocessed the October and December physical therapy service dates, however an updated Explanation of Benefits was not provided to Allegheny Health Network or made available on the Aetna Web Portal.
  A call was placed to *** *** 12/15/22 advising the status of the account. An Allegheny Health Network Customer Care Representative advised *** *** we would return a phone call to her upon receipt of the updated remittance from Aetna. 
  A follow up call was made with Aetna on 12/28/22 requesting an update on the corrected remittance as it has yet to be received. The updated remittance was received from Aetna on 12/29/22 and is currently being reviewed. If corrections are needed, the claim will be updated and re-billed to Aetna for further processing from Allegheny Health Network.
  ********* ****, thank you again for sharing ****** ***’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
  Please let me know if you have any additional concerns or require additional information.
  
  Sincerely,
  Samantha C**** MBA
  Revenue Cycle Supervisor, Customer Care Center

• Initial Complaint

  Date:11/23/2022

  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.

  Went to allegheny Health net work on August 18 for a ********** ******** ********* , I received my bill from Allegheny health network that stated immunization and the charges The first week of September, I have been trying to get an itemized bill from them for more than two months now and the only thing they will send me is a one line statement that states ** ************ *********, All I want from them is an itemized bill for the charges and they refuse to send it to me. It was my understanding that the injection itself was paid for by the government until October 22, 2022 so I asked for an Itemized bill to see exactly what I was being charged for, attached is what they are telling me is an itemized bill.

  Business Response

  Date: 11/23/2022

  11/23/2022
  Better Business Bureau
  Complaint ID# ********
  **** **********
  Thank you for the opportunity to respond to the concerns expressed by ****** ***** that you shared in an email November 23, 2022 and received by the Customer Care Center on November 23, 2022. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that ****** ***** has the following concerns with Allegheny Health Network:
  *** ***** states that he requested an itemized statement for his services on 8/18/2022 several times over the past two months and never received the requested documents. He stated that when he did finally receive his itemized statement it only contained one charge. The patient does not feel that this is sufficient documentation for an itemized statement. The patient also stated that he was under the impression that the services he received were covered by the government through 10/22/2022.
  
  We would like to thank you for bringing *** ******* concerns to our attention, and for providing us with the opportunity to address them. *** ******* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******* concerns, we have determined:
  *** ******* Insurance was billed for the services rendered on 8/18/2022, and the balance of $928.53 was applied to his plan deductible.
  The itemized statement had been sent to the patient, but the email address he had on file did not match what was provided by the patient. This has been corrected in our system, and the patient did receive the itemized statement after his call on 11/15/2022.
  The itemized statement that was provided to the patient is the only detailed breakdown of the charge that we can provide. If the patient would like additional documentation, such as a copy of the claim form that was submitted to the insurance, we would be happy to provide that to him.
  *********, thank you again for sharing ****** ******* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.

  
  Ple*** let me know if you have any additional concerns or require additional information.
  

  Sincerely,
  Samantha C***
  Revenue Cycle Supervisor, Customer Care Center
  Customer Service
  ***** *************
  *** ***** ********

  Customer Answer

  Date: 11/29/2022

  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.]
  Once again Alleghany Health Network is dodging the request I have been making for more than two months now, I have submitted to you the one line statement that this company claims is an Itemized bill, an Itemized bill should have a breakdown of charges that add up to the total amount, if they are claiming that I'm only being charged for the ********** ********* as stated on their so called Itemized bill then I should not have received a bill at all because it was covered by the Government at the time of service.
  Regards,
  ****** *****

• Initial Complaint

  Date:11/19/2022

  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 received a bill from AHN for a service that was provided to my wife on 7/27/2022. She uses her own insurance as primary and mine is her secondary. I keep receiving this bill every two weeks stating it’s over due. I have contacted my insurance to ensure that the bill was paid, they have forwarded me the EOB and the information when the bill was paid. I have gave all this information to AHN. When I called AHN about this bill they stated “this bill was a duplicate *** ******, no fault of yours, but it is taken care of now” and for some reason they keep sending me this same bill. I’ve contacted them numerous times to try to resolve the issue but it has been met with no results. I have never been late on a bill and have always paid my bills, but now they are stating if I do not pay this bill it will be sent to collections, which will impact my credit score negatively. In which I have worked very hard through my life to get my credit score over a 800. Ple*** help me resolve this issue on a bill that has already been paid by my insurance. If needed I can forward previous emails corresponding between myself and AHN, showing where they stated it has been taken care of. As well as the Explanation of benefits from my insurance company showing where this bill has been paid. Thank you, **** ****** ***** ********

  Business Response

  Date: 11/23/2022

  11/21/2022
  Better Business Bureau
  ********* *** ********
  **** **********
  Thank you for the opportunity to respond to the concerns expressed by **** ****** that you shared in an email November 19, 2022 and received by the Customer Care Center on November 19, 2022. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that **** ****** has the following concerns with Allegheny Health Network:
  *** ****** is concerned that his wife is being improperly billed a balance the insurance stated they have paid and fears this billing will impact his wife’s credit score.
  
  We would like to thank you for bringing *** ******’s concerns to our attention, and for providing us with the opportunity to address them. *** ******’s concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******’s concerns, we have determined:
  **** ******** primary Insurance was billed for services rendered and they have denied as they feel she has another insurance that should be primary.
  **** ****** has reached out to her insurance and they have confirmed they had *** ******’s insurance listed as primary. This has been corrected by the insurance and **** ******** plan is now going to reprocess the claim properly.
  ********** thank you again for sharing **** ******’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
  Ple*** let me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue Cycle Supervisor, Customer Care Center
  Customer Service
  ***** *************
  Fax (412) 330-5411
  *********************

• Initial Complaint

  Date:11/16/2022

  Type:Order 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 an injury back in February 2022 and had surgery, follow up appointments and PT with AHN and paid for all of my copays through my HSA and FSA. I had a supplemental injury insurance that reimburses out of pocket medical expenses for injuries so I filed for reimbursement. That supplemental insurance company, AG Administrators, accidentally sent the reimbursement check to AHN instead of me and now I can't get the money back from AHN. I already had a balance of $0 with AHN when AG Administrators sent them a check for $977.82. I've called AHN numerous times to get that money refunded to me or to AG Administrators and have sent AHN proof of cashed checks sent to them along with itemized statement of what the payments were for. I've also sent the proof that I made payments in full, because one of the reps was denying I had made the payments. They are impossible to reach and you aren't allowed to talk to the billing department directly and can only go through entry level customer service reps who take messages for them and say someone will get back to you but no one ever does. Then you have to call back and start from scratch again. So much time has passed that I have a new job and my old HSA and FSA have been closed. The entry level reps that speak to me either can't find that they owe me money or say they see that there are pending refunds that can only be issued to my closed HSA and FSA which means I will never get the money if they send them there. I want this resolved. I either want a refund check sent to me (not HSA/FSA) or a credit to my account or for them to send the over payment back to AG Administrators who will then send it to me. Here are the attached proofs of payment (HSA-FSA statements) lettered A-E with corresponding AHN statements showing where each statement was paid with my HSA or FSA and then the AG Administrators payments to you with each line item numbered 1-15 which I also wrote on the corresponding AHN billing line.

  Business Response

  Date: 12/01/2022

  12/1/2022
  Better Business Bureau
  **** * ********
  
  
  **** *** ****
  Thank you for the opportunity to respond to the concerns expressed by **** ***** that you submitted dated November 16, 2022 and received by the Customer Care Center on November 17, 2022. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that **** ***** has the following concerns with Allegheny Health Network:
  *** ***** indicated she made payments to Allegheny Health Network for dates of service her AG Administrators’ policy has also paid and is requesting a refund due to the overpayment.
  
  We would like to thank you for bringing *** ******* concerns to our attention, and for providing us with the opportunity to address them. *** ******* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******* concerns, we have determined:

  
  Allegheny Health Network processes refunds back to the source of payment.
  A comprehensive review of all patient and insurance payments has been completed.
  In a discussion with *** ***** on 12/1/2022, *** ***** requested any patient credit be left on her account for future services.
  *** ***** requested any insurance credits be refunded.
  

  Thank you again for sharing **** *****’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for her good health and well-being.
  

  Ple*** let me know if you have any additional concerns or require additional information.
  

  Sincerely,
  Samantha C***
  Revenue Cycle Supervisor, Customer Care Center
  4 Allegheny Center, 4th Floor
  Pittsburgh, PA 15212
  ***** **************

• Initial Complaint

  Date:10/24/2022

  Type:Product 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 September 6, 2022 I was scheduled for an outpatient surgery, however, the surgery was cancelled. Prior the the surgery I paid $1,389.95. This transaction cleared my account on September 7, 2022 as indicated on my attached bank statement. I have called the hospital on several occasions in an attempt to have this amount refunded, however, the billing department has been inconsistent and have yet to resolve the issue. On this same day, September 6, 2022 I received care from the emergency room department. I have received several bills related to this visit. I have called the billing department on several occasions requesting a line by line itemized bill. I was told it would take 2-3 weeks to receive an itemized bill. I was then informed I needed to email a different department in order to request the itemized bill. On these statements, it shows the same procedure codes with different quantity amounts; the bill does not indicate what the procedures and items were that are being charged. I again called the billing department to get clarification only to be told it would take several weeks to receive an itemized statement. I requested to speak with the manager only to be told the manager is in a meeting, not in the office, away from his/her desk. I requested a call back from the billing manager. As of today, I have not received any form of correspondence from the billing department nor have I received an itemized bill from the billing department.

  Business Response

  Date: 11/25/2022

  11/25/2022
  Better Business Bureau
  Complaint ID# ********
  Dear *********,
  Thank you for the opportunity to respond to the concerns expressed by ******** ***** that you shared in an email November 3, 2022 and received by the Customer Care Center on November 3, 2022. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
  I understand that ******** ***** has the following concerns with Allegheny Health Network:
  *** ***** made a pre-payment for a procedure that was to be performed on September 6, 2022. The procedure was canceled; therefore *** ***** is inquiring about a refund.
  *** ***** expressed concern with the itemized billing and is requesting validation on the charge difference.
  
  We would like to thank you for bringing *** ******* concerns to our attention, and for providing us with the opportunity to address them. *** ******* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******* concerns, we have determined:
  *** ******* pre-payment was applied towards the rendered service on September 6, 2022 for the Emergency Services.
  Due to an overpayment, Allegheny Health Network refunded to her credit card in the amount of $882.25 to *** ***** on November 2, 2022.
  Calls were made to *** ***** to review the Itemized Billing and charge difference, but voicemails were left due to no response.
  *********, thank you again for sharing ******** *****’s concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
  Ple*** let me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue Cycle Supervisor, Customer Care Center
  Customer Service
  ***** ************* *** ***** ******** *********************

• Initial Complaint

  Date:09/28/2022

  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.

  Allegheny Health Network continues for bill me for services that my insurance company, United Healthcare, insists I don’t owe. In, other words, my insurance paid what was owed to AHN for this service. I’ve been arguing with them for months and they won’t return my calls anymore. I also sent them a copy of a letter from United Healthcare saying I don’t own them any money for this particular service. In addition, a payment I recently made online to another doctor, was automatically put toward the amount they say I still owe, which I do not. In other words, this $15.00 payment will not go directly to the doctor from whom the bill came. And I will still owe this other doctor $15.00, as it will look as though I didn’t pay him.

  Customer Answer

  Date: 10/11/2022

  From: **** ****** **********************
  Date: Mon, Oct 10, 2022 at 9:26 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  Thank you so much for addressing my billing problem with Allegheny Health Network. I am happy to report that the issue has been cleared up and I no longer have a balance with them. I received for a very apologetic phone call and after months of myself and my insurance provider attempting to resolve this, it has been taken care of. 
  
  I have no doubt, whatsoever, that had you not looked into this, I would still be faced with a balance I simply did not owe. Again, thank you for your prompt response to my inquiry for assistance. It is greatly appreciated. 
  
  **** ******