ComplaintsforBaptist Memorial Health Care Corporation

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My child was admitted to this hospital November 2023. We received several bills which I asked to be put on a payment plan because there was no way we could afford paying everything at once. Baptist gave us a very high payment plan that was difficult to pay but we scraped by in order to pay it each month. It came to a point where we were struggling to provide groceries for our family so I asked the billing department if my monthly payments could be lowered so it would be affordable. They told me they could not that we had to figure it out. I had to leave the country abruptly for 2 months to take care of my dying family member. I didn't think to check if the payments were still going through because one, they were on automatic payment, and two, I was busy securing everything for my grandmother's final days and arranging funeral services. When I came back to the **, I noticed that I was not charged for the two months I was out of the country. I reached out to Baptist to get back on it and to revisit the payment plan because now more than every we were really struggling with money. They told me they had already sent it to collections and there wasn't anything that could be done. Fast forward to that same month and I have money being drafted towards the bills they said were sent to collections. I kept paying them because I figured it was solved. It wasn't. I am now getting threatening letters and phone calls from a debt collector on bills that I am ACTIVELY paying on. So who should I be paying?? Baptist or the bill collector? If the bill was sent to collections, why is money still coming out of my account towards **********************!? Am I expected to pay Baptist and the bill collector? Please fix this. There's been so much trauma between November and now. The last thing I need is one more stressor when I am doing the right thing and it seems like Baptist is double dipping.

  Business response

  08/02/2024

  The *********************** of BMHCC has contacted ***************************** and review the billing and outstanding balances on the claim in question.  Our office and put together a payment plan that will work for the patient.  

   

  thank you

  Customer response

  08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *****************************

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

  Bartlett, TN 38002

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in last Thursday for a motorcycle accident had road rash and a messed up leg I was in very bad pain and let them know that being that I was just in a accident but they brushed me off cause I am not an outward expressive person with my pain (another Baptist employee enlighted me that *** be why) but they just told me to throw some water and soap on my road rash and gave me a tetanus shot and Ive been in bad pain ever since and come to find out today after going to the minor med that my arm is infected and hearing from them which are also Baptist affiliated that I should have revived pain meds and creme or ointment hence the crack and the messed up leg but I revived nothing hit a boot to go home with and i was just now re seen for the first time after sitting in the hospital 6 hours for a reason that they caused

  Business response

  05/28/2024

  Thank you for the opportunity to respond.

  We have contacted our Patient Advocacy Team who will reach out to the patient to address his concern.  Thanks
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with BAPTIST MEMORIAL HOSPITAL, I do not have a contract with ******************* JONE, they did not provide me with the original contract as I requested

  Business response

  07/28/2023

   

  Thank you for the opportunity to respond.
  
  We have reviewed the accounts for this patient and the accounts are with ******************************, **** (PCM) who is contracted with Baptist to provide collection services. 
  
  In further review, we have had no response from the patient regarding the medical services provided to him nor has the patient responded to PCMs multiple requests to settle his accounts with Baptist.
  
  We have verified that his accounts are owed and will be happy to expunge the credit bureau listings once the patient has satisfactorily settled his accounts.  We will even be willing to offer some type of discount to help settle the accounts.
  
  We will be happy to assist the patient in every way we can once he reaches out to us.
  
  Thank You

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in February I had an emergency appendectomy. That part went fine, so that Baptist could start the real nightmare. I have been getting texts from a bot about a bill that I supposedly owe from the emergency room visit, that my insurance denied. When I go to MyChart, there is nothing there; my bill with Baptist is paid up. I emailed their customer service department on May 18th, seeking information. They have completely ignored my email. Their customer service line automatically hangs up.So as of today, they refuse to actually give me any information about this fake bill, that they say is due today. It doesn't exist where I can pay it or appeal the bad faith denial of my insurance if it actually existed. They refuse to even answer the phone or any emails. Which pretty much demonstrates that they are running a scam. Included is a screenshot of the current MyChart. As shown, I am paid up and owe Baptist nothing. If they continue their unlawful harassment, and report this fraudulent bill to my credit report, I will take legal action.

  Business response

  06/16/2023

  Thank you for the opportunity to respond.

  The patient was seen in the ** on 2/20/23. He paid $250.00, but his insurance paid in full, so we owe him the $250.00 and it is on his account as a credit.  The texts he is likely receiving is from *********************************, the company BMH is contracted with for the ** doctors. Its a completely separate bill.

  The patient will receive a refund for his $250.00 payment

  Please let me know if there's anything else needed.  Thanks
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On todays date, I had an appointment with my surgeon on a follow up. I was made to lay a $50 copay even though my deductible and max out of pocket have been met, and that info relayed to the person collecting the money. She said that she was goi g to call our insurance while I was back with the doctor. When we came out, she said that we still had to pay the $50 per our insurance company. We paid. We then called our insurance and was advised by Ambetter of TN that everything has been met (deductible and max out of pocket) and that we should not have been charged anything. We called the billing department who advised us that they have to collect the money up front. I explained that my max out of pocket had been met and that there was no charge to collect, so we shouldnt have been charged. She also advised that she dont make the rules and there was nothing else she could help me with. She could not advise anyone else that we could talk to about this matter because it was Baptist policy and that after we got our EOB, that we could request a refund. We should have never been charged in the first place regardless of Baptist policy since our MAX OUT OF POCKET has been metsince January!

  Business response

  06/07/2023

  Thank you for the opportunity to respond.  We have reviewed this case and have concluded that the patient had, in fact, met her out-of-pocket.  The patients insurance paid in full on 6/1/2023 and we have issued a refund of $50 back to her credit card.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited Baptist Hospital in Collierville for a procedure. I gave the desk a card to charge. They told me it was declined. So I provided a second card. However, they charged both cards. I called the very next day and have called no less than a dozen other times. They acknowledged that they double charged me. They have told me several times that I would have a refund in 2 days, 10 days, 7 days, etc. But it has been 4 months of dealing with them and still no refund. They asked me to fax a copy of both statements showing the charges and I did. They agreed to call back the next day and did not. In the meantime, I keep getting a bill for a service that is less than the money they have stolen from me. I tried to work with the business but I am fed up with deceptive business practices and theft. I just want the double charge reversed.

  Business response

  06/06/2023

  The patient had made two payment on the same day for $211.06 using two different cards.  The first payment has been applied to the patients account and while doing, notice that another account existed with an open balance.
  The payment for the other card will be applied to the open account and the patient will receive a refund in the amount of $115.89.
  The patient has been contacted and is in agreement of the steps to be taken to resolve this issue.
  
  Thanks 

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  1920 ************

  Germantown, ** 38138

  
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a bill by phone with a rep from Baptist Healthcare on August 17, 2022. I told her I was going to pay $30 dollars and I asked for the balance and she charged my debt card $ 202,24, I told her if she had listened I stated $30 dollars, she issues me the credit back of 172. 24 to the card and I have the email as well from Baptist stating the refund was giving, but I have never received the refund back to my account, but they took the entire $202. 24 out of my account. I have called the ************** and talked to someone in customer service, I was told that it takes 24 hours to return back, then I was told it takes 3 to 5 days. Today is August 31 and I still have not received my refund, I called and spoke with a gentleman named ************************* and he told me that the system showed both happening on the same day, but he talked with Director and she was going to override the system to fix it, then I got a called yesterday saying that the report is going to take longer than yesterday and he would call me in the morning which is today, August 31, still have not received a call. I forwarded the email to ************ stating the refund. I have alerted my bank's dispute and fraud department as well of the issue, the bank rep tried to call Baptist, but they would not talk the bank rep stating privacy concerns, the bank had to cancel the old debit card and re issue me a new debit card. I want my $172.24 given back to me as I was told it would be.

  Business response

  10/13/2022

  We apologize for the delay in settling the disputed $172.24 and the inconvenience and frustration this has caused our patient. We have corrected an internal issue and a check for $172.24 will be generated and sent to the patient the first part of next week.
  

  Customer response

  10/13/2022

   
  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. If they follow through, I hope they follow through on this and send me the refund, I had been talking to people there and had not gotten a response at all. I hope this is true.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a collections notice from **************************************** *** for $300 from debtor BMG-*******.For #1, I thought this **** was paid in full #2, BMG-******* has MY NAME, HAS MY ADDRESS AND HAS MY TELEPHONE NUMBER BUT INSTEAD OF MAILING ME OR EVEN CALLING ME THEY JUST SEND $300 TO COLLECTIONS #3, I have a VERY GOOD CREDIT SCORE THAT I HAVE BEEN TRYING TO WORK ON FOR YEARS AND THESE PEOPLE SEND ME TO COLLECTIONS IS JUST IGNORANT!

  Business response

  07/19/2022

  Good afternoon **************,

  I have reviewed your account- account number **********. This account is for date of service 12/28/2021 and after your insurance processed your balance was $519.39. We mailed out a statement for $519.39 on 01/13/2022, 02/12/2022 and 03/14/22. We received a payment of $119.39 on 03/29/22 bringing your balance to $400. We mailed a forth statement on 04/13/22 for $400. On 05/02/2022 we received a payment of $100 bringing the balance to $300. 

  The message on each statement ask for payment in full or call to set up payment arrangements. I do not show a payment arrangement set up or phone calls on this balance. This is the reason the account was transferred to our outside agency. Your account is not in bad debt collections, therefore it is not reported on your credit report. You do have options to still set up a payment plan if needed with ARMS or you can pay in full your balance with them. If you would like to pay this directly to the hospital, I can have someone call you to take the payment over the phone. If you would like to mail the payment in directly to the hospital, please mail to the following address and reference the account number **********

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

  PO Box 745343

  *******, ** 30384-5343

   

  Please let me know if you need anything further.

  Thank you,

  Shannon 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have one issue and that is the cost they charged me for my medical service. In particular the ** scan: It appears I was over-charged for several items but in particular the ** scan.** Scan $6,306.00 Emergency Visit at Baptist Memorial Hospital - ******* Hospital Services Provider: ******************* **************** Patient: ******************************* Account #********** Billed $11,644.66 You Paid $0.00 Discounted -$5,822.33 Your BalanceThis visit account is with a collections agency $5,822.33 Detailed Account Information ** Scan $6,306.00

  Business response

  06/28/2022

  Good morning ********************,

  I have reviewed the charges on the account in question (**********). The total charges for your emergency room visit were $11,644.66. We do not show you provided insurance information to be filed, therefore you received a self- pay discount of $5822.33 leaving a balance of $5822.33. We do not show any patient payments posted to this account. Please let us know if you need anything further.

  Thank you,

  *******

*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. ↩