ComplaintsforStoneCrest Medical Center

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had knee replacement surgery at Stonecrest on 2/7/2023. On 1/24/2023 I went to the hospital for pre-op testing. Before testing I was told if I would prepay for my surgery, I would save 20% and would get credit for the full amount with my insurance. I opted to prepay and was told I had met my deductible and out of pocket maximum for the year. About a month after my surgery, I started getting bills from the hospital. I called my insurance company to speak with them about it and I was told the hospital had overcharged me for my surgery and that they owed me some money back. I was also told NOT to pay those bills until I received the refund. I waited on hold while the insurance representative tried to call customer service to get it resolved. After several tries, insurance was unable to get customer service to answer. Insurance said they were going to turn the matter over to a different **** who would continue to try and contact the hospital to get a resolution. Over the next few weeks, I got several messages from my insurance saying they were continuing to contact customer service and were unable to get anyone to answer the customer service line. In the meantime, I keep getting messages from the hospital because they want me to pay the bills. After a while I followed up with insurance and the representative again tried to call customer service while I waited on hold and again there was no answer. I was told I could file an insurance complaint which would go to a different **** at the hospital and hopefully get it resolved. Today, I followed up with insurance to see if any progress had been made and was told insurance had tried to call the hospital and was unable to get anyone to answer and had resorted to faxing something instead. This is ridiculous! I have been trying to deal with this since March. My surgeon and nurses who worked with me were amazing. Its hospital billing and customer service that are horrible.

  Business response

  08/10/2023

  I spoke with patient access account Director. He reviewed the bill and was able to identify a billing error that led to the issue the patient noted. He has already made the change to the account to fix the error and has left his contact number with the patient to contact him for specific explanation of the error and answer any questions. This should address the issue.

  We were not able to identify anybody in Quality or the billing/accounting department at Stonecrest that received any calls or messages requesting clarification?

  We were made aware of this today and handled the issue promptly and reached out to the patient and left our contact information for any further questions or explanation.

  We certainly apologize for any lack of communication or errors noted in billing and are glad the patient's actual visit went well.

  Please feel free to reach out to me if you have any other questions.

  SQ ****** Quality Coordinator Stonecrest

  Customer response

  08/11/2023

  This complaint is not resolved and needs to be reopened. Before this complaint, the hospital was saying I owed a bill for $422.00 and one for $263.93. Now when I go to my account, they have taken off the bill for $263.93 but it still says I owe $422.00. I called insurance again and they say I do not owe the $422.00 and that the hospital still owes me money back. The hospital removing one of the bills from my account does not resolve anything. *************** says it is not resolved.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  DOS 12/13/2021, Charges being billed-$1,197.01. Account number-********* My insurance and I have called numerous times over the past 10 months to get this billing resolved. My insurance and I have provided several copies of my EOB showing that the amount they are billing is the contractual adjustment and that I only owe $149.19 and they confirmed they received them but yet when I call back 30 days later, they tell me they never received the EOB after all. I have spoken with several supervisors to try to get further assistance and every month I am told my account will be corrected and every month I call back they tell me that the review was never submitted. I am tired of calling, tired of waiting for them to do their job. Just fix my bill already. It doesn't take this long.

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2022/10/19) */ We were able to get information from the payment posting team. The remit we received initially was incorrect. The account balance has now been correctly adjusted and shows the patient no longer has any payment liability. We apologize for any communication issues and hope this resolves the matter to the patient's satisfaction. Please do not hesitate to reach out if you should have any further questions or concerns in this matter. Consumer Response /* (2000, 7, 2022/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) It shouldn't have taken getting the BBB involved to get this handled but I am happy they finally did their job. I would like a zero balance letter sent to my email or home address to prove they actually brought my account to a zero balance.

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