ComplaintsforSt. David's Healthcare

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been on a payment plan provided by St Davids and have continued to pay without missing payments. since this is related to child birth, Multiple accounts are connected under my main account as the mother of the children. I began having issues this summer when I paid off one of the accounts in full and their employees failed to apply the payment correctly which caused the payment to go to no mans land as one representative told me. She promised this was resolved and my auto payments would continue to go through accurately. A few months later I began receiving calls from their debt collector regarding this account. When I contacted St Davids they told me sorry, this was a computer glitch on our part and should be resolved in the next ***** business days. They refused to put anything in writing to that affect and didnt allow me to speak with their supervisor at the time. I waited the time they told me it would take and continued to receive debt collector calls erroneously since *** continued payments the entire time. I called them again in December after receiving a default notice. They failed again to link my accounts appropriately and my payments were again going to no mans land and she promised it would be resolved. I asked to speak with a supervisor again and she forwarded me to their voicemail which I never received a call back. I pointed out that ** still getting calls from the debt collectors and this is ruining my credit score and they are responsible. She told me again that she pushed my account to be reviewed and would be resolved in ***** business days. These people are completely incompetent and cant seem to apply money to accounts appropriately. Meanwhile folks like myself who are trying to pay down debt are being harassed by debt collectors and they are demanding around $5000 to be paid immediately.

  Business response

  02/02/2024

  We are in receipt of the response filed by ************************* and we are thoroughly reviewing this matter. First and foremost, we would like to apologize the patient's experience was not elevated to meet our ************ and values. We strive to provide excellent customer service to ALL our patients. At this time, we are conducting a full review of the patient's complaint and will reach out to the patient directly to discuss. If the patient needs further assistance please have them contact *************************** directly. Thank you.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a medical service performed on 11/18/2022 (Account # ************. My insurance company and HRA provider (RSI Reimbursements) made a payment on my behalf for the outstanding balance($649.49) and the provider will not credit my account reflecting the payments made ($660.16. This has been going on for almost a year now where I've called over a dozen times with my insurance company to have St Davids resolve this issue. St Davids has acknowledged multiple times from multiple billing representatives that it is an issue(clerical, accounting) on their end and that they will resolve it. This was months ago and my account still reflects a balance when in fact my balance was paid in full (actually more than what my bill was for). I continue to receive overdue statements from them and the most recent bill they sent me in September stated they would be taking my account to collections. I've already filed a grievance complaint with St Davids but no one has followed up with me. St Davids has even acknowledged my payment that I've sent them and I also have proof of payment being sent. So at this point it's an accounting error their billing team can't seem to solve. I'm not sure where to go from here.

  Business response

  10/17/2023

  We are in receipt of the complaint filed by ************************* and have thoroughly reviewed this matter. St. **************** strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Based on a thorough review, the patient's concerns were addressed and resolved. If the patient needs further assistance please have them contact St. **************** directly. Thank you.

  Customer response

  10/23/2023

  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 as my account balance is now showing $0 on my end.
  
  Regards,
  
  *************************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a schedule C- section in ************** on 28-Nov-2022. I was visiting this facility from almost last 9 months before C-section for doctor visit. I checked before scheduling C-section that whether the facility is in-network in my insurance aetna so they said yes but i receive an out-of-network bill.I was frustated and calling from last 4 months continously to ****** and St. ***** , even setup a conference call with aetna and St. ***** but St. ***** said it is in-network and you receive a in-network bill.I shared the snapshot of out-of-network but they are not taking any action to correct this as *********** is out-of-network then it is their mistake and they inform me incorrectly so i should not be liable for this.I attached the pdf of the bill which clearly mention is out-of-network.

  Business response

  07/03/2023

  We are in receipt of the complaint filed by ******************* and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Upon reviewing this account,we reached out to the patients insurance company and they have determined that the claim would need to be reprocessed. This can take from ***** days for insurance to process. We appreciate the patients patience while the insurance reprocesses the claim. If the consumer needs further assistance please have them contact St.Davids *************************** directly. Thank you

• Initial Complaint

  09/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******************************* attempted numerous times to receive billing records for a client. We have mailed and faxed the request with a HIPAA with no success. The Firm does not receive call back when leave messages and sit on hold for hours waiting to speak to someone only to be disconnected.

  Business response

  09/20/2021

  Good Day ****************, 
  
  Thank for your response.  A call was placed to ******* and I spoke with ***************.  ************ gave me the two account numbers which she was requesting billing for.  The billing was faxed to *******.  This concern has also been forward to leadership to explore concern as to why the breakdown in communication happened.  Thank you for your assistance. 
  
  
  ******* Jackson 
  Administrative Support Team Lead
  Parallon I ************************************ (formerly RCPS)
  ************  I  F ************
  www.parallon.com

  Customer response

  09/20/2021

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

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