Complaints

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

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  Baylor Scott & White Health

  3500 Gaston Ave Dallas, TX 75246-2017

• 

  Baylor Scott & White Health

  P.O. Box 850307 Richardson, TX 75085

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:08/17/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 am a nephrologist in ******, ** area. In 2019 BSWQA reached out to me to join the **** A representative came to my office to promote the *** and returned to collect the $1500 check (one-time fee to join) a week later. I became a member in Jan 2020 (pandemic year). A couple of weeks ago, I received a certified letter dated Nov 2, 2022, which was sent to the wrong mailing address (no one signed the receipt which is still attached to the envelope). The letter stated that I have been voluntarily terminated from the **** No cause mentioned. Numerous emails, voice messages to reach out to them to inquire about why the termination. Finally, I was informed (by a email signed from a director) that per participation agreement *either party can terminate without cause*. I was allowed to reapply for membership, which I did, although *approval is not guaranteed*. I was also informed that the membership fee is a *non-refundable fee as outlined in the participation agreement.*Today I received their decision our network is currently adequate within this specialty and geographic area. Your request to join BSWQAs network has not been approved. I feel I have been subject to a scam by this organization! I did not see it coming from a reputable organization affiliated with Baylor.

  Customer Answer

  Date: 08/17/2023

  I am asking for a refund!! Please see email I originally sent. 

  BSQWA is refusing to refund my membership fee which they took for a life time membership. A membership they solicited, then terminated the membership without cause, just because they have added other physicians to the network and now they do not need my membership.

  I am not interested in having the complaint public or making them look bad, in any way. DO not place the complaint publicly if this is your concern. 

  I am interested in a third party arbitration so I can get the refund of the membership fee (with inflation factor of 1.2). I am seeking a fair resolution of this matter. 

  Thank you. 

   

  Customer Answer

  Date: 08/18/2023

  Was the complaint opened after my last reply?

  Please let me know. Thank you

  Customer Answer

  Date: 08/21/2023

  Although there is no "health information" involved here as BSWQA did not offer healthcare to our business, I have attached the ***** form. 

  Please note: This is a business to business interaction. It is not a patient to business/insurance interaction. BSWQA took a life time membership fee of $1500 (with promises of return from patient referrals to the practice). They then terminated the membership in less than 2 years claiming they have the right to terminate without cause, even though they were the ones who solicited this membership. 

  We are asking for a refund of this membership fee since they came to our office and promoted this membership, we did not go to them to ask for the membership. Please feel free call to discuss if you still have concerns about this complaint.

  We are asking BBB to mediate to assist in a refund of the membership fee. 

  Customer Answer

  Date: 09/07/2023

  You mentioned "BBB can also refer you to other agencies that *** be able to assist you, depending on the specific nature of your complaint"

  Please send this information. I am looking for regulating agencies for ACO's ***************** Organizations). I have contacted a few and they say they do not regulate ACOs. 

  I am requesting a refund of the fees that were solicited for a life time membership then terminated from the membership. I feel that I have been subject to fraud. 

  Please reply at your earliest convenience. 
  Thank you

   

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In ER, ***** stepped/broke my glasses. Couldn't see anything. I gripped because I couldn't see the forms that I was being forced to sign and no lights on, without any explanation of what was happening. They called hospital police on me and said that I must stop complaining and not be mean to Nurse. Very disrespectful and they couldn't care less about me or how I felt. Had spinal tap and it hurt. Moved to room and Nurse lost my phone charger. I had no clue what meningitis was and never fully explained to me nor given anything to read. Never explained what homecare was needed or provide info to who could help me while I was leaving the hospital. Didn't give directions how to leave the floor or offer to be wheelchaired down. I called the advocate ph number and left messages while and after my stay and no one called me back. I hate this hospital and felt less than during my entire 14 day visit. I want my balance reversed approx $5400 and not sent to collections. I wrote 3 white board notes full of more details about my horrific stay. This hospital should be shut down.

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Well Child Appointment Visit at Baylor ********************************************* Clinic - Gatesville Physician Services Provider: *************************** LAZOL, MD Patient: ************************* Primary Payer: BCBS Account #*********** Billed $2,003.13 Insurance Covered -$1,541.94 You Paid -$461.19 ***************** $0.00 Your Balance $0.00 Payments and Adjustments BCBS -$1,541.94 Personal Payment - Jul 31, 2023 -$25.00 Personal Payment - Jul 31, 2023 -$436.19 On 7/31/23 I made a $25 payment through the mobile app I received a message:We encountered a problem while loading your account for payment.Please go back to the previous page and try again.This error charged my card a second time for the full amount $461.19 on the account. I immediately called to request a refund of the $461.19 and the employee stated I made a $25 and $436.19 payment. However I was charged $25 and $461.19 on my bank statement. I requested to be refunded the $461.19 and the response I received was:They are unable to refund the payment, refund will create a balanceTechnically speaking, I was overcharged by $25. Their record does not show that, but my bank record does. So where did my money go? But the point here is what Baylor ********************************************* says on Financial assistance:At Baylor Scott & White Health, we want to be a resource for you and your family. Our team of customer service representatives and financial counselors are here to help you. Yet when Im struggling to pay my bills and I make an effort to pay medical expenses and a glitch in their system takes all of my remaining money they refuse to help because they cant put a balance back on my account that is simply unacceptable and untrue. I have had my account go to collections in the past with them and when I called because I was making payments, they setup a payment plan and reinstated my balance. Keep the $25 payment, refund me $461.19 from your error. Thank you.

  Customer Answer

  Date: 08/04/2023

  Hippa Medical release signed

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  05/26/2023 I had a colonoscopy done at Baylor ********************************************* Medical Center ********************************************, the provider did not provide the correct information to prep for the procedure and as a result the procedure was incomplete.I was contacted the same day by ********************* (see message below) Dear ****************: Thank you for taking my call this afternoon. Again, I greatly apologize for the lack of appropriate prep for your colonoscopy that was scheduled at our ****** hospital this morning.After I confirm with ************ on whether or not he would like your colonoscopy re-scheduled or other testing, I will message you again and review his recommendations with you. From there we can help with scheduling based on which treatment you would like to move forward with. Respectfully,********************* Manager ****** **************** 2nd Floor ************ It has been over a month and I messaged several times and have not received any reply.I expect Baylor ********************************************* to repeat the procedure after giving full and correct instruction at not additional costly to myself or my insurance company.

  Customer Answer

  Date: 07/05/2023

  See attached signed letter

• Initial Complaint

  Date:06/21/2023

  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.

  Had surgery done at their surgicare location first quarter of 2023. Started receiving an additional bill for $2700 two months after the surgery. Called in to see why they were sending **** and apparently they were still trying to charge for stuff after initial insurance payment processed. Had explained to them I had paid my deductible and any further requests would have to be sent to insurance. Not sure why they are trying to process more payments after the fact. Now theyve tried to send me to collections. Horrendous business practices.

  Business Response

  Date: 06/23/2023

  Thank you for bringing to our attention. For a quicker response and to assist you with your concerns, please contact the ********** of ******* Relations at ************. Thank you.

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 in December of 2022. I made a payment arrangement to pay half of my remaining deductible, which was the only cost associated with my surgery. I spoke to a billing representative to do this, it was a detailed conversation that required her to look at aby balances I may have had to include that in the plan. There were no outstanding charges relayed to me, no discussion of ANYTHING that was outstanding. This was in December. I agreed to the plan, paid half of the deductible pre-surgery and agreed for my card to be charged monthly for the other half. This agreement worked fine, for a month. After that, I was suddenly receiving calls from a collection agency about bills from BSW from earlier in the year. Obviously, I don't want this on my credit report - I called BSWB and asked what this was for - she tells me it's from bills earlier in the year (facility fees) and I can pay to BSWB and they will remove from collections. I ask why I wasn't told about these when I did my payment plan - she has no answer. Afraid of damaging my credit, I pay them. She says everything is good - I have no outstanding balance with BSW aside from the remaining deductible that is being charged monthly. Great, right? WRONG.February, I get an automated call from BSWB, saying I have an outstanding balance. I call, speak to another REP who says she does not see the payment plan. No problem, she says, we'll start another one. This seems odd to me, but numbers still seem right, so ok. Set it up. Another rep telling me all is good, no worries, I'm all set.I do this another two times with them between Feb and now.Fast-forward to today. I get a call again BSWB. I now owe another THOUSAND and some dollars. Why? facility fees. I also find out in this discussion SIX MONTHS after my surgery, that the money I paid to the deductible in DEC, went to outstanding charges from earlier in the year (the ones they sent to collections) So I paid those twice.It goes on, but I'm out of characters.

• Initial Complaint

  Date:06/02/2023

  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.

  When my wife made appointment for Pap smear she went to ************. Dr tells her she does not need Pap smear but wants to take a blood panel wife agrees insurance ****** paying because code for preventative physical is applied to bill even though there was no physical or need.billing department would not change code even though insurance would pay bill if code was changed. Now going back to 2021 she scheduled mammogram and the same thing eventually after going back and for from billing to coding never to get anybody to merely change code number to represent the actual office visit we decide to start paying minimum payments to keep from getting bad credit hit even though we had and still have medical insurance from United health care a primary plan and a supplemental plan also with united health care. In December ******************************************************************************** room approved the prescription and said i should have blood panel taken.when I received bill it showed the claim for that appointment was denied due to billing code just like what happened to my wife but fortunately I was able to speak to a billing employee who was passionate about my situation and changed the code and the insurance payed bill right away.now I am getting no cooperation from either ******* department or office manager to change billing code even when it was documented on my file that these coding areas have been reported to **** believe this needless miss representation that they will deal fairly with patients medical insurance coverage and harassment to patients when all they medical insurance instead of paying out of pocket

  Business Response

  Date: 06/23/2023

  In order to review this matter you will need to provide us with your wife's name. For a quicker response, contact the ********** of ******* Relations by calling ************ or emailing directly to **********************************************. 

  Customer Answer

  Date: 06/23/2023

  I am rejecting this response because:   Patient relations at bsw does have my wife name ***************** and she also refuses to change billing code because there was no physical examination there is no need for physical that was coded and not physically done.back in December 2022 I had an. Appointment to get prescriptions filled and *************** came in the room for no more than 5 minutes and there was

   no physical he said he wanted to take a blood panel so I let them and when th bill came in the insurance hadnt paid because coded as a physical I got lucky because a lady in billing was nice enough to ***** code and she made notes on my record and when this

   happened to my wife **** unfortunately th employee in billing was not willing to change the code so we or already paying 20 $ a month on bill in2021 just to prevent us from getting a credit hit even though the insurance would have paid this also for *****************.I am retired from Union Pacific and **** is with my policy we primary and supplemental insurance with United healthcare ther is absolutely no reason we would go to dr for ordinary visits knowing we would have to pay out of pocket this completely an error accidental or a short cut for her work load and it seems the later from the lack of compassion on the employee who caused all this and the reason I say this is because the problem is noted on my records is only happening in this office BSW ****** ***** every other dr visit the insurance always pays promptly and our in insurance is current and there hasnt been any gaps in coverage for **** for 22 years.Thank you for your help in this matter

• Initial Complaint

  Date:05/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Account: *********** Please see the attached word document for a full account. ******************************************************************** is saying I owe them $906.33 from June 2020, when I have already paid them. My account does NOT reflect overdue charges. There are plenty of deceptive business practices with their billing of my account, reflected in the attached documents. They charged me $197.34 in July 2021 for a completely different procedure, telling me that that was my cost of the treatment on my lower back that was not covered by insurance. All but 2 of my statments have disappeared from my account so I never knew that $197.34 was actually charged to the June 2020 bill. My account balance has been $0.00 and currently is $42.00 due to a recent visit. NOWHERE on my account shows I owe them money. I want a FULL audit of my account and reimbursed for all the money that has been illegally obtained.I work from 9am to 6pm CST and their operating hours are from 8am to 5pm CST. Since it took every bit of my lunch hour to speak with them, I would like to be contact at an hour is convenient to me.Please see all attachments.

  Customer Answer

  Date: 05/18/2023

  Please close this as to lack of response from Baylor Scott and White. I will be filing a complaint with the **************. Thanks!

• Initial Complaint

  Date:03/13/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hi, I love Baylor as my hospital. I've been a patient for over 10 years. However, I came to a point where I had to apply for financial aid. I was approved. Thank goodness because I really need. It covered my bills I thought because the form I filled out was the only one I was told I needed by ****** in billing. I completed it. My Baylor downtown ****** (headquarters) bills were covered. Now someone named "******" is trying to tell me I had to complete a separate form to have it cover the bill from Baylor Scott and White **********. No one shared this with me from billing when calling, not to mention Baylor Scott and White headquarters shared that I was already covered by financial aid with Baylor Scott and White.I need my application to cover the ********** bill as stated originally or to be able complete a new form to which I was not sent. I can't afford the bill and do not need it to be in collections, against my knowledge.

• Initial Complaint

  Date:02/25/2023

  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.

  My annual physical was scheduled for Feb 13 at BSW Family Health in ******, **. I went in Feb 9 to do the blood testing, which was completed. About an hour later they called to say they'd made a mistake with the order and I'd need to return to get more blood drawn.I went back on Feb 10, and they said that they'd made a mistake, and I didn't need to have more blood drawn. I talked to the office mgr about this and she apologized for the confusion.Feb 13, I went in and had my physical. BSW billed my insurance for both the physical and a 2nd office exam, and two sets of blood tests. I talked to the office manager who said she'd look into it. She called me later to see they submitted everything correctly, that the problem was with the billing & coding department.I called BSW Billing at ************, and they said they'd resubmit. I talked to the office manager again and she said she'd look into it. I haven't heard back from either. I talked to the billing department a second time, and we got *************** on the phone together, and it still didn't get resolved. I only had an annual physical. I didn't bring up any new issues or ask for a new Rx, or anything that would justify an extra office visit charge. The personnel in ****** acknowledge this. I only had one blood test done. Insurance will pay 100% of the physical and blood tests with no deductible, but BSW is charging me for 2 blood tests and an additional office visit. Talking to the local office mgr and calling the billing department hasn't gotten this resolved.

  Business Response

  Date: 02/28/2023

  Thank you for bringing to our attention. We have reviewed the incident and find in favor of the complainant. The balance has been adjusted to zero. Thank you.

  Customer Answer

  Date: 03/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My balance due with BSW is indeed $0 now, which is correct. However, after their response, BSW has resubmitted another duplicate claim to my insurer, Cigna, and *****'s status shows they are under review and they haven't determined the patient's (my) responsibility yet. They do show that one claim was rejected as a duplicate. If BSW continues to submit the duplicate claims, ***** is likely to show I owe a co-payment, which is incorrect. Please see the attached list of 5 claims BSW has submitted so far when there should be only two - annual wellness visit and blood tests.
  BSW needs to cancel the duplicate claims at Cigna, and not submit any further duplicate claims.
  See Attachment/File: BSW Claim Submissions March 4 2023.docx