ComplaintsforTenet Healthcare Corporation

Hospital

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Initial Complaint
06/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1/9/2023 I had a CTA and Echo done at ************************* in **********, **. On the day of the appointment, the lady that handled my check in told me that my BCBS would be filed for the tests. I told her that I also had ******** as secondary insurance, and that the tests would need to be billed to ******** as well. She told me that she was new and didn't know what she was doing, but she could see in the system that I did have ******** and it would be billed after BCBS. In March 2023, I received a bill for $1,005. Knowing ******** takes 6 months on average to pay, I knew I needed to wait so ******** could pay their part. In May 2023, I received yet another bill for $1,005. I called hospital billing, and they said that my ******** was never filed, and ******** requires a pre-authorization form from the doctor for them to approve the procedure. They said they would request the form from the doctor and would refile it and for me to wait for ********'s response. I asked them if my account would be sent to collections while I was waiting, and they assured me it would not. In August, I received a collections notice for this account, so I called back and was told by billing that the pre-auth form was never requested in May. They told me to call the doctor's ****** directly to get the pre-auth form (which wasn't even my responsibility). I called CVA and spoke with ******. She said she would request the pre-auth form and would resubmit to ********, but that ******** required pre-auth forms to be submitted within 6 months of the procedure. This was a failure on the hospital, as they never did this from the beginning. She said someone would get back to me after ******** responded. In December 2023, I received notices in the mail from ******** that my pre-auth forms were denied, and now my account is still in collections. I still have not heard back from ****** or anyone from the hospital, and now this debt is showing up on my credit report. Patient ref #*********.
Business response
06/19/2024
Thank you for bringing Ms. ******************** concerns to our attention. Attached please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to ****************,please feel free to contact our office at *************.
Customer response
06/24/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
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.
Date of Transaction: 4/9/2024 I paid $1,983.24 through my HSA Timely correction of my statement requested Fax was sent to the billing department on 4.9.2024 providing proof of payment. **************** said they see the documents i provided. After 5 hours on the phone and multiple attendants hearing this story over and over. No recalculations have been performed for an updated balance. I would like to settle this account but your customer service is inefficient and I feel you don't want my payment.
Business response
06/19/2024
To Whom It May ********

Thank you for bringing ************** ******* concerns to our attention. Attached, please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it
may contain protected health information.

If you have any questions regarding the response to ****************, please feel free to contact our office at **************.
Initial Complaint
05/20/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had my baby back on 7/3/2023. Submitted all to the birth registrar. I had second thoughts on my babys middle name & asked if I would be able to get it changed. The registrar never came back & I called after being discharged because I was told they would help me. I left voicemails & never got a response. I decided to do it on my end but I would have to go through court & pay many court fees to make the change/correction. I feel disappointed because I was there & had the chance to make corrections but was never reached out to or contacted again. Its about to be a year & still nothing. I gave up leaving voicemails. ****** said I could go through court & pay fees to change the middle name or hospital could provide letter providing the correction needed or submit correction themselves.
Business response
05/22/2024
To Whom It May ********

Thank you for bringing Ms. ******************* concerns to our attention. Attached,please find our response to the same.

We ask that the enclosed response not be posted to your website or any public media site as it
may contain protected health information.

If you have any questions regarding the response to ******************, please feel free to contact our office at **************.
Customer response
05/22/2024
I have reviewed the business response and accept this resolution. Thank you for your assistance in the matter.
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
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.
I was a patient at ************************************************************************** on 4/25/2022. I received a bill in the mail after my visit and attempted to set up payment arrangements in which I was told the hospital no longer had my account and it was sent to collections. I was never contacted by a collection agency and it was never put on my credit. I have attempted several times to pay this debt for the past 2 years but no one could help. My account disappeared and now has resurfaced. I contacted the hospital again this morning and spoke to ************** He stated that the hospital "recalled" my debt (which I find odd) on March 1, 2024 from collections and now the hospital is collecting again. It is on a recorded line that he refused to accept a payment arrangement in the amount that I could afford of $50 monthly. It plainly states on the hospital's website payment arrangement Up to 24 Months to Pay. $50/Month Minimum Payment. At $50/month, it will only take 19 months to pay the balance owed $960.87. Now they are threatening to send my debt to collections again. Either they can accept the requested payment arrangement of $50/monthly or get nothing. I'm tired of chasing these people to pay my bill. Patient reference #*********, date of service 4/25/2022
Business response
05/23/2024
To Whom It May ********

Thank you for bringing ******************************* concern to our attention. Attached please find our response to the same.

We ask that the enclosed not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to **************** please feel free to contact our office at **************.
Initial Complaint
05/16/2024
Complaint Type:
Billing Issues
Status:
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.
I am filing a complaint against Tenant Healthcare Corporation in regards to an enforced hospitalization at ***************************** Center that occurred around December 2023. At the time of this hospitalization, I was forcefully taken from my residence and taken to ***************************** Center to receive medical care and psychiatric care. I was forced to stay at the hospital for at least **************************************************************** regards to an outstanding hospitalization bill for my forced stay. Delray Medical Center was informed that I am unemployed and homeless, but they still forced me to stay there.
Business response
06/04/2024
To Whom It May ********************* you for bringing ***************************** concerns to our attention. Attached please find our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to **************, please feel free to contact our office at **************.[SR1]

[SR1]Please update to Tenet *************** number. I think it ends in 0775 here and in the footer.
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had a surgical procedure at this facility (SurgCenter of **************) in January of 2024, and I was overcharged $965.62; a figure confirmed by their billing department. I have attempted to collect my refund multiple times, for several months. They continue to give me excuses about how the billing department processes refunds only once a month and only after they have been approved. I have also reached out to my health insurance, and they have confirmed that this amount was charged erroneously.
Business response
05/14/2024
To Whom It May ************** style="font-size: medium; font-family: "Times New Roman";">The Complainant was a patient in our Ambulatory Surgery Center (ASC) on January 10, 2024. At the time of registration, we collected $1,761.23 as this was the expected amount due from the patient after verifying the patients benefits with their health plan. Our process is that once the patients health plan sends our ASC payment for our services along with an explanation of benefits, any overpaid amount by the patient is recognized and a refund is processed automatically. However, this process was not done accurately and delayed the refund from occurring.
We appreciate the Complainant reaching out to us and once investigated we did determine the error. We have been in contact with the Complainant directly and escalated a refund being processed for him. This is underway and he should have his refund within ten business days.
Our apologies for any inconvenience this has caused. Should the Complainant have any additional questions or concerns, he can reach me directly at **************.
Most Sincerely,
****************************
****************************, MBA, CPHCRM
Administrator, SurgCenter of St. ***** *************************
Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told at the ** my copay was $900. I paid the fee. To later find out it was $500. I paid all of my bills I owed and BCBS of TX paid them their amount on 3/18/24. Hospital billing is claiming they never received funds from BCBS. I faxed proof of EOB 4/11/24. I called today they are claiming its still under review when it shows they were paid. I owe nothing. I am owed over $400 refund for copay and they refuse to give it back. BCBS ref#********* my acct at ********************** is *********.
Business response
05/07/2024
To Whom It May ********************* you for bringing *********************************** concerns to our attention. Attached please find
our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it
may contain protected health information.

If you have any questions regarding the response to ****************, please feel free to contact our
office at **************.
Customer response
05/07/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Friday, April 12 ************************************************* 20month old son's head. No ultrasound conducted, provider cut open his head to explore and couldn't find anything and stated we had to go to another **. Provider proceeds to close the wound with stitches even when there is a suspected foreign object in his head. Completely against all medical training. They then gave no follow up pain meds nor any antibiotics.I am then intimidated by the staff by stating that it is policy to take an ambulance to the other **. If I refused, I would be forced to sign a document stating that I am going against medical advice. This concerned me as a parent in case they attempted to call DSS or CPS as though I was a negligent parent. I asked a few times what this policy was but no one could actually show me. The ambulance arrived after waiting an hour... I was then told it would look better for insurance.I continued to question, especially when the ambulance staff asked if I would like to get my car seat from my car for my son. I was shocked by this question and asked then what is the difference now with me driving him? The ** told me that I would be seen quickly at the next ** and wouldn't have to go through intake. This was a lie. I started the process all over again and the new ** stated that I should have drove and an ambulance is not a required policy. My son's care was subpar, I was intimidated to use resources that were completely unnecessary, and feel like I just went through a huge medical scam. In the end, my son was at **s for 11 hours and didn't even have a splinter in the end. I shouldn't have to pay for an ambulance ride nor for any of the ** bill from this location. I question what deal this location has with the *****************
Business response
05/29/2024
Thank you for allowing us the privilege to care for your child. We submitted your feedback to the ********************** Director of the emergency department ***** We are unable to respond on behalf of private physicians as they are not employees of the hospital. The ED ********************** Director thoroughly reviewed the care provided through a chart review, which demonstrated the appropriate plan of care and options provided. The ED ********************** Director indicated that the standard of care was met. We are sorry that you were not pleased with this experience. We will use your feedback to review our processes. If you have any further questions or concerns, please contact *************************, Patient Safety Officer on ************.
Customer response
05/29/2024
I am rejecting this response because: A week ago be noticed a large blister appear on my son's head at the location of the scar. It burst and a piece of mulch came out. So he indeed have a foreign body in his head and was stitched. The response still doesn't indicate what policy requires an ambulance ride.
Business response
06/04/2024
Good afternoon,
We have completed a thorough review and discussed your feedback with the provider. It is our practice to transport via medical transport once a patient is in a licensed independent practitioner's care for continuity of care. The patient or their surrogate decision maker has the right to decline medical transport and this would require documents to be signed for leaving against medical advice. The provider recalls discussing treatment options with you and kept you informed. He advised that he had no concerns regarding neglect or abuse; therefore, we did not make a referral to child protective services. I have confirmed this with the Nursing Director and Nursing Manager that no report was made by our team. We welcome you to request a copy of your child's medical records that details the provider's documentation.
Sincerely,
*************************, BSN, RN
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 8/18/2023 my husband took our son to Children's Hospital due to his eye being swollen and him crying from pain. After a nearly 9 hour wait they were seen and his eye had opened and no signs of anything were visible. My husband was advised to seek an eye doctor and come back if the swelling returns. Since then I've been contesting the hospital's choice of level 3 billing when no haste was made nor anything provided or done for our son. For months I contested the level of service until one helpful person told me I needed to dispute the billing code used; not the service. Long story short, I spoke with ***** the week of Thanksgiving and was told she'd have billing reach out and nothing ever became of it until I got a letter from a collection agency. I spoke with ***** again a week or two ago and she stated, as others have, that the explanation I got (which wasn't an explanation as to why the bill was level 3) was the only explanation I was going to get and to file a complaint with the BBB. I have gotten a letter of the notes from the service, which reinforce that no service outside of observing, was performed but not anything to justift why a level 3 coding was used. It's very much so appearing to be insurance fraud which may go over with those insured by the state and are indifferent to charges but my son is privately insured. When you bring a child to emergency the adult signs to agree to pay for care and not only was I not there but I didn't sign and do not insure him so how the bill came in my name and was sent to collection's in my name is a mystery and I'm sure illegal.
Business response
04/04/2024
To Whom It May ********

Thank you for bringing ******************************* concerns to our attention. Attached please find our response to the same.

We ask that the enclosed not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to ******************,please feel free to contact our office at **************.
Customer response
04/04/2024
I am rejecting this response because:
Thank you for properly changing the ERRONEOUS debt attached to my name. In response the hospital representative, parents may be responsible for their children's necessities but it is not REGARDLESS of who brings them seeing as how you have to sign to accept financial responsibility.
Secondly, the hospital has never justified the level of billing nor been able to explain it. It should have been a level 2 due to the bare minimum that was done. Vitals were the most extensive service performed and it is noted by the hospital that nothing was observed and if the incident does reoccur to go to an eye doctor.
If the hospital refuses to not fraudulently bill for services not rendered then a dispute will be filed with the ** and insurance company that they're fraudulently upcharging.

Business response
04/12/2024
To Whom It May ********

Thank you for bringing ******************************* concerns to our attention. Attached please find our response to the same.

We ask that the enclosed not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to ******************,please feel free to contact our office at **************.
Initial Complaint
03/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been paying my monthly bill and received another notice for the third time about a collections notice. I have talked with representatives from the billing department of east ****** and they put me back on a plan to pay an agreed amount and I have the transaction in my bank statement. This is a problem that they are taking and processing my payment but then sending it to collections. I need help to not have this continue where my payment is sent to collections by this company. I do not appreciate the negligence from east ****** and anxiety it causes me that I keep receiving letter from collections. They are extremely careless and need to be overseen and further looked into for poor business services. They need to take responsibility for their refusal to practice and provide fair business services to clients.
Business response
03/25/2024
To Whom It May ************************ you for bringing Ms. *************** concerns to our attention. Attached please find our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to **************, please feel free to contact our office at **************.
Customer response
03/26/2024
I am rejecting this response because:
my entire bill is in collections not just the part they explained
Business response
03/28/2024
To Whom It May ********************* you for bringing Ms. *************** concerns to our attention. Attached please find our response to same.

We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.

If you have any questions regarding the response to **************, please feel free to contact our office at **************.
Customer response
03/28/2024
I have reviewed the business response and accept this resolution.

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