ComplaintsforSt. David's South Austin Medical Center

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 28th I entered St. Davids medical hospital reporting a broken heel, an ear infection, and insomnia. Immediately following my report, I was placed in a psychiatric hold. There was no reason to be placed on such a hold; multiple witnesses including my mother and the nurse practitioner handling my case explicitly stated theyd be willing to testify on my behalf. My mother called the cops on the hospital on my behalf and they had to de-escalate the situation. Id like to file a lawsuit regarding those occurrences.Secondly, the hospital chose not to bill my insurance despite being explicitly given identifying information regarding my coverage. While we did not have my member ID number, however it is widely known that searches for coverage are easy to obtain given social security number and name and date of birth, which were provided.Instead of billing my insurance, a bill was sent to me directly as an individual. I called the hospital to ask them to change the charge to my insurance and the first representative said they wanted to put me on a hold for a brief moment while he pulled up my information. That hold transferred me to another representative who explicitly tried to deceive me and divert the situation into the wrong course of action. It was very clear she had no intention of resolving the billing issue, nor did the operator previous. (Imagine if I was an 80 year old woman they did that to, its very sad actually). Im a 24 year old with a college education. I had to go to the hospital in person and there was no one ******* the information desk. Instead, there was another phone on top of the desk with a sign to call the operators leading to the same operators. It wasnt until then I was given information to a financial advisor and she verbally verified she submitted a request that the bill be re-billed to my insurance. While there has been a lot of talk regarding fixing this issue, there has been no action. Again, imagine if I were an elder.

  Business response

  11/21/2022

  We regret to hear of this experience.  Upon review of the medical record, there are several inconsistencies in this complaint that warrant speaking with ******************** directly in an effort to protect his privacy.  We will reach out to ******************** directly to discuss these concerns further.  We have confirmed that his insurance information was added to his account and his insurance was appropriately billed for service.

  Customer response

  12/07/2022

  Complaint: 18445969
  
  I am rejecting this response because:

  This is the second complaint I've had to file. As part of the previous complaint, St. Davids still has yet to resolve my billing issue. I've called and I get transferred to another line which chooses to hang up. This is the third time I've had this happen and it is very clear St. ******* is avoiding anyone calling about billing. Again, I call and they literally transfer you twice before the third operator hangs up, EVERY TIME. They offer no recourse. I could not imagine being an old man/woman trying to resolve this issue. My medical ******************* has not been processed to my insurance, nor has the bill been reduced in accordance with my previous consultation with a delegate who processed my previous BBB claim.
  
  Regards,
  
  *******************************

  Business response

  12/16/2022

  I have confirmed with billing customer service that the insurance was added and billed.  ******* care in the ******************** was appropriate and met the standard of care, there will not be an offer of a bill adjustment.  Billing customer service can assist with financial assistance and on-time payment discounts.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill from St. Davids South Austin Medical Center. I was NOT treated at this hospital. No one in my family on my insurance was treated at this hospital. I look at the bill closely and realize it's for someone with a name similar to mine but it is not me. In fact, my first name is ****. The patient's first name on this **** is ****. I called the hospital's billing department and explained that they incorrectly billed me for someone I don't know and am not related to. They escalated and told me it would be corrected. It was NOT corrected. I just received a debt collector mail for this exact same bill. The issue is they're billing an incorrect person and now causing debt flags with my name. I need this resolved and I need them to correct this bill to the proper patient, proper patient's actual address not mine, and stop sending me to debt collections and ruining my credit. It's ridiculous.

  Business response

  11/11/2022

  We are in receipt of the complaint filed by ************************ Davids South Austin Medical Center has thoroughly investigated the concerns and we apologize for any confusion or inconvenience experienced by the complainant. ********************* is not the intended recipient of the received mail. We have removed the complainants name and address. We advise that the statement received in error be returned or destroyed. If the complainant needs further assistance please have them contact St Davids South Austin Medical Center directly. Thank you.

  Customer response

  11/11/2022

  Complaint: 18385895
  
  I am rejecting this response because:

  This is not an actual rejection, but I didn't have another option to select my request that the hospital clear my name with Medicredit debt collections since I was told the first time I called in that I didn't need to do anything to follow up on this, and I then received a debt collection letter in my mailbox. If I didn't need to follow up any further, my name should not have been sent to collections. I would like something documenting the clear up with them as well please.
  
  Regards,
  
  *********************

  Business response

  11/16/2022

  We are in receipt of the complaint filed by ************************ Davids South Austin Medical Center has thoroughly investigated the concerns and would again like to apologize for any confusion or inconvenience experienced by the complainant. The letter that was received was sent prior to the complainants name and address being removed. We advise that the letter received and any additional mail received in error be returned or destroyed.Attached is a letter we have obtained from *********** **** confirming the account has been closed.  If the complainant needs further assistance please have them contact St Davids South Austin Medical Center directly. Thank you.

  Customer response

  11/16/2022

  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.
  
  Regards,
  
  *********************

*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. ↩