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Business Profile

Hospital

Children's Health System of Texas

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/14/2024

    Type:Billing Issues
    Status:
    Answered
    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 was placed in collections even though I was making regular small payments. I'd even filed for financial assistance but since I filled for financial assistance the "wrong way" according to them. When I brought it to their attention the noted the mistake and filed a report to make the correction. I mailed my financial assistance application to the address listed on the website. When I called to check the status they'd never received it because they don't do stuff by mail. They told me I did it incorrectly. I don't mind making payment arrangements. I feel like I was sent to collections unjustly now that they know the rest of the story. I feel like it's unfair since the information for filing for financial assistance is inaccurate on their website. I don't mind paying the bill. I want it out of collections though.

    Business Response

    Date: 02/29/2024

    Thank you for sharing your experience with us and allowing us to review your case.  We mailed several statements to the Guarantors home address.  The statements contained a suggested Payment Plan Option, and advised the Guarantor Pay Online at:mychart.childrens.com The easiest way to view your statement, make payments,set up a payment plan  or If you have questions about your bill or payment plan option call ************** Monday-Friday,8:00am 5:00pm.  The Guarantor did not setup a payment plan, but did make five payments, ranging between $100-$300 on 2/6/23,4/30/23, 6/30/23, 7/24/23 & 10/2/23. Since there was not an established payment plan with regular monthly payments,the accounts were outsourced.

    The Guarantor first contacted us on 2/12/24.  We received the Financial Assistance Application, by email, on 2/13/24 & forwarded to our Financial Counseling Team on 2/14/24.  That same day, the application was reviewed & it was determined the Guarantor does not qualify for financial assistance. The Financial Counselor informed the Guarantor of this by phone. 

    Since the accounts have been outsourced, the Guarantor may contact the respective agencies to discuss payment options:

    Account ending in 6559 call ************************* **************
    Account ending in 3121 call ************************** **************

    Sincerely,

    **************************, **************************** Services
    Childrens Health

    Customer Answer

    Date: 03/01/2024

    I am rejecting this response because:   I originally filed for financial assistance per your websites instructions in August 2023. I filled out the forms that I downloaded from the website and mailed in the request PER THE INSTRUCTIONS LISTED on the same site. I quit receiving statements after that. I thought it was taken care of. I called once I got the collections letter to clarify the information in February. Thats what I was told it was filed incorrectly. I immediately refiled per the employees instructions after she argued with me about the website instructions. She looked it up as we spoke on the phone. She then stated that the financial assistance department doesnt even receive mail and it was an error that needed to be corrected. 

    I obviously dont go from making large fairly consistent payments to making absolutely none at the risk of ruining my credit. 

  • Initial Complaint

    Date:07/22/2022

    Type:Product Issues
    Status:
    Answered
    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.
    The transaction occurred on 5/24/2022 for my child's doctor appointment in the amount of $78.23. The other appointment was on 6/10/2022 and the amount charged was $7.83. The doctors office charged me on both occasions which I paid. They failed to mention how both appointments had not yet been charged to my insurance on file. Once it was charged to the insurance it was all covered by the insurance. The company admits that I have a total amount of $86.06 to be refunded but refuses to refund it until the most recent appointment is charged to my insurance. They stated that if the insurance does not cover the most recent appointment my refund will go towards that. Even though they got paid twice once by me and once by my insurance.

    Business Response

    Date: 10/10/2022

    Business Response /* (1000, 7, 2022/08/19) */ Thank you for sharing your experience with us and allowing us to review your case. We make every effort to process refunds in a timely manner, however, since there was an outstanding claim pending with Cigna for Date of Service 5/12/22, the credit balance was not immediately refunded. In reviewing your account, I was able to confirm that Cigna did pay some of your previous claims in full. In light of this, we manually processed two refunds, totaling $86.06 ($78.23 + $7.83) on 7/26/22. Last week, we received Cigna's Explanation of Benefits for Date of Service 5/12/22. They applied 100% of the allowed amount of $143.95 to your Deductible. A statement was mailed to you on 8/14/22 showing the current self-pay balance due of $143.95. Please contact Cigna if you have questions about how this claim was processed. Sincerely, ***** K. ******, Manager Patient Financial Services Children's Health

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