Complaints

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

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• 

  CHRISTUS Health

  919 Hidden Ridge Irving, TX 75038-3813

• 

  Christus Foundation for HealthCare

  P.O Box 92218 Houston, TX 77292

• 

  Christus Foundation for HealthCare

  1404 St. Joseph Parkway Houston, TX 77002

• 

  CHRISTUS Health

  733 S Fleishel Ave Tyler, TX 75701

• 

  CHRISTUS Health

  1327 Troup Hwy Tyler, TX 75701

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:11/08/2023

  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.

  Beware of Christus hospital in **********. I was recently there and had emergency surgery. I have a supplemental insurance plan so I went to the hospital to get the itemized bill wit the diagnosis codes they request and was told by ******************************* who is the manager at that ******** that I could not get a copy there. She refuses to help in any way and acted as if I was bothering her when I asked her to do her job. I then called the Tyler ******** who handles the billing and spoke with ********************* who is the supervisor there. I was sent a statement with no details. I was told they cannot give the itemized statement with diagnosis codes to me. They only send it to my insurance company. WHAT ARE THEY HIDING? It is my freaking bill. How can they do this? Who can I contact to get some help here? Oh, by the way, my supplemental insurance company will not allow the hospital to submit a claim on my behalf so how can the hospital keep my bill from me?

  Business Response

  Date: 11/08/2023

  Hello,we have received several complaints meant for Christus facilities (Hospitals,doctors, labs, ect). We are the health plan for covered members that elected to have insurance through Christus Health. When you receive complaints for a facility,please send them to:
  CHRISTUS.CivilRights <*********************************************************>
  Thank you

  Business Response

  Date: 11/08/2023

  Hello,
  We received your correspondence at the Christus Health Plan. I am sorry to hear about your experience during a recent visit to the facility.  Based on the information provided you are looking for a Christus facility and not the health plan. I have provided the website (below) to assist with a resolution.
   *********************************************************

• Initial Complaint

  Date:10/26/2023

  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.

  Billing dispute -Guarantor ******* I received services at the CHRISTUS TRINITY facility located at ********************* 08/04/23. The physician treating me encouraged me to receive a covid screening. I assured the physician that I could easily obtain an at home ***** test. The physician was insistent that I have the CHRISTUS facility conduct the screening. The physician assured me that everything was covered by my insurance and that since I was already there I should let the facility proceed with testing. I reluctantly agreed. Two month later I received billing stating I owe a balance of ******. I receive a statement from ********** Blue Shield stating that these were uncovered charges. When I spoke to the billing office they assured me that it was for the ***** testing I was being charged. The billing office as well as the director of the local facility both stated that they could do nothing to reverse these charges. I feel I was pressured into having the test done at the facility that I could have done at home for *****. I felt like I was lied to by the medical provider who told me that my insurance would cover everything. I am in dispute of the entire balance of ****** for the visit and I request this balance be brought to zero.

  Business Response

  Date: 11/28/2023

  Thank you for bringing your complaint to our attention. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
  
  PFS reviewed the complaint and pulled **** TXs policy regarding the ***** testing in question (website FAQ attached).  Currently, and even during the **** the testing was not covered at 100%. **** policy states *****-19 diagnostic tests are covered at your regular benefit level, the same as other diagnostic tests, such as flu or strep. Tests and Testing Sites - *****-19 | ********** and Blue Shield of Texas (bcbstx.com)
  
  After coder review, the charge was corrected from CPT 0241U to *****, reducing the lab charge from $215 to $193.
  
  According to the **** ** fee schedule listing for the patients policy found via Availity, the reimbursable fee for CPT ***** is $142.63, which is what was billed to you after the contractual adjustments were taken. A screenshot copy of the fee schedule, along with a copy of the claim summary,are attached. CMS also has the same fee for this lab test.
  
  We truly appreciate you choosing our company as your service provider, and we hope to offer you better services in the future. Please accept our sincerest apology for any trouble or inconvenience this has caused.

• Initial Complaint

  Date:10/03/2023

  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.

  I visited Christus Santa Rosa in ************* ** to do a check up because I got Covid, I got some medicine and paid my invoice in full at the location on August 23,2023. The amount was $400 dollars which I paid with 2 credit cards. Now, I'm keep being contacted by Christus SR ********************** Creekside by Victoria ********* ******** LLC through mydocbill.com with an invoice of $1280. It does not provides a description or itemization and I know for a fact I don't owe that money because I paid in full right ********* didn't use any insurance so it can't be a co-pay or deductible. Called the ********************** and they told me I had to contact the Victoria ********* *********** which I did and they don't know where the charge comes from. No one at the hospital said about any follow-up invoices I strongly believe this hospital is running a scam because If I knew a 15 minute visit to the ** will cost close to 2 thousand dollars I wouldn't have gone at all.

  Business Response

  Date: 10/18/2023

  Hello,
  We received your correspondence at the Christus Health Plan. I am sorry to hear about your experience during a recent visit to the facility.  Based on the information provided you are looking for a Christus facility and not the health plan. I have provided the website (below) to assist with a resolution.
   *********************************************************

• Initial Complaint

  Date:09/08/2023

  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.

  I went in for labs only on July 5, 2023 as I had done 5 or 6 times in the last year. My Christus Trinity ENDOCRINOLOGIST had ordered the labs and I do them at the ************* because it is closer than her office. There was no notice and no one at the reception desk notified me of any changes to their policy for having labs only done at the Canton location. They normally bill my insurance $150 for the labs and my portion is $39.91.This trip I received the same labs as always (1 vial of blood drawn by 1 person for TSH, T4, and T3). I did not see a doctor or enter a hospital. I once waited in the waiting area until I was called to the lab and then left. For the visit 7/5/23 I was billed $1176.00 for outpatient services and another $89 for labs. After the discount from ********** my outpatient bill was $167.62 and the labs bill was $16.50.I have a problem with the clinic charging me 800% more than normal for my routine labs. I did NOT enter an operating room or even an exam room. I only went to the lab and the only person that saw me was a lab tech. This seems like fraud to me to overcharge me for routine labs I have done all the time. Since I already paid the $16.50 lab charge I want the other bogus charges removed.

  Business Response

  Date: 10/18/2023

  Hello,
  We received your correspondence at the Christus Health Plan. I am sorry to hear about your experience during a recent visit to the facility.  Based on the information provided you are looking for a Christus facility and not the health plan. I have provided the website (below) to assist with a resolution.
   *********************************************************

  Customer Answer

  Date: 10/18/2023

  I am rejecting this response because:   All they sent was a website to submit a further complaint.  I just need them to acknowledge that I was overcharged for a simple procedure and to adjust my bill.  They are most likely charging everyone going for labs as if they are visiting as an outpatient in the hospital which is much more expensive than a simple lab visit like this was.  My labs were normally $150 before insurance.  Now they charge $1176 just for a lab draw before insurance adjustments.  That is highway robbery.  I want to be charged a normal fee for a simple lab visit.  I would expect a hospital or ER visit to cost more, but not just a routine lab visit.

  Business Response

  Date: 10/18/2023

  I am sorry I am unable to assist as we handle health plan "member" complaint only. This is the insurance side of Christus Healthplan for members that hold health insurance policies with Christus Health. We do not govern the facilities nor handle their complaints. I have forwarded your complaint to the same email as previously sent *********************************************************** but suggest you follow up with them for a resolution and we have no access to their system to handle their complaints. 

  Customer Answer

  Date: 10/18/2023

  I am rejecting this response because:   I am not a Christus healthplan member.  I have ********** Blue Shield of Texas insurance.  The problem is that Christus changed their BILLING policy to bill the labs through the hospital so they can charge more.  My complaint is that I went to a lab (NOT A HOSPITAL) and was charged as if I went to the ** to get routine labs.  I think my issue is how it is being billed.  If it were just being billed as a lab visit I would have no issue.  

  Business Response

  Date: 10/25/2023

  Thank you for bringing your complaint to our attention. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
  
  After a careful review of your account regarding your lab balance on 07/05/2023, CHRISTUS made a one-time patient courtesy adjustment in good faith since our changes went into effect as of 7/1/23 and you may not have received the updates prior to your appointment. Please note moving forward labs will be processed and billed as an out-patient of the hospital. We apologize for any inconvenience this has caused you and we hope you will continue to use our services. Thank you, 

• Initial Complaint

  Date:08/09/2023

  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.

  Our newborn baby at the time was being seen by ********************. I was forced to fire ******************** from his position as my baby's doctor because he literally told us to spray our Son with clorox in his diaper area. We have the paper instructions he gave us in our possession. I wanted to make the public aware but ******************** and his staff, including *****, the manager, of Christus Pediatric *****************, took down my ****** review about his services. Then, to retaliate or to make money, through terrible means, this pediatric office took my husband to collections relating to visits my son had there, but all of my Son's visits there had bee paid for by us. When we asked to speak to ***** about these fraudulent charges, she refused to answer my calls. My husband even emailed *******'s CEO (**************) but he never replied to our emails about our experience. We were forced to pay the collection bill, but we made it very clear to the collection company via a letter that was sent from us to them that we were not accepting the charge, because it was fraud, on the part of ******************** and *****, and that Christus' billing department had yet to provide us with an explanation of charges in my file, as required by law. I am reaching out to the BBB now because I would like that explanation of charges, and that billing adjustements be made, and an apology for all of the inconveniences they put me and my family through, or I am seriously considering legal action.

  Business Response

  Date: 10/30/2023

  Thank you for bringing your complaint to our attention. We strive to provide excellent service and we appreciate you making us aware of your experience as it will help us improve our services in the future.
  
  The patient was seen twice in May of 2022 for sick visits on 5/25 and 5/27. Neither copay of $25 was collected/paid at the time of services, therefore leaving a balance of $50. You were mailed the three statements (attached for reference)on 7/5/22, 8/9/22 and 9/13/22. I also included copies of the claims for those service dates that were submitted to your insurance by our revenue cycle team. It is customary that all accounts with a balance are mailed three statements before the account is sent to the collection agency by our revenue cycle team. Neither the clinic nor the providers submit accounts directly to collection agencies. I was able to retrieve this information from our old EMR,Athena. Our current EMR, Epic, does not show any balance owed nor any calls received regarding a balance. I also did not see any documentation of any calls/messages to return your phone calls. I was unaware that you called the clinic to speak with me to discuss the balance.
  
  The patients last visit to the clinic was on 8/16/22. After this visit, there are telephone communications documented from clinical staff and providers addressing your concerns about blood in the stool and a diaper rash. Telephone documentation dated 8/19/22 between you, **************, and a clinical nurse, indicates your dissatisfaction with the treatment plan recommended by the provider. The patient had been referred to ** and multiple tests and treatments were recommended at that time, but you did not agree or follow up on testing and the ** referral. 8/22/22 was the last attempt to communicate with you regarding the no follow-up with urgent ** referral from 8/19/22.  ************** questioned the nurse as to why she was calling and when she replied she was calling to inform you a prescription was sent to the pharmacy and to inquire about the patients status, ************** verbally informed the nurse you would no longer have ******************** as the patients PCP. ************** then came to the clinic that afternoon to obtain all of the patients medical records, which were hand-delivered along with a letter documenting your request to transfer care to a new PCP. During this last contact, ******************** spoke directly with ************** and provided a copy of the records in hand, with a letter of confirmation of your request to transfer care. I mailed a copy of the request for transfer of care letter by certified mail the following day. A few days later I received the certified letter back with a postal stamp refused.
  
  Lastly,documentation shows what was discussed about diaper rash care, and attached is the typical handout that we provide for educational information. Clorox by itself is not what is sprayed. Diluted bleach water mixture as described is what is common and this is commonly used in Daikin's solution in adult perineal care and eczema care in pediatrics for eczema rashes.
  
  Please accept our sincerest apology for any trouble or inconvenience this has caused.We truly hope you will continue to use our company as your service provider. If you would like to speak more on this issue, please reach out to the clinic and ask for ********************. *************) Thank you.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair 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.

  Recently moved to the ******************. Picked up Christus as medical insurance and I regret that decision. Their website is not up to date. Every primary care physician that states they are accepting new patients tells me they are not when I call their office. Sometimes its just a busy tone. The people that answer the phones at these offices are rude and unhelpful. As it stands, the closest doctor I have found within their network is in *****. Im not driving to ***** anytime I need to see my doctor. I have been without medication since my arrival to this state because of these things. My wife as well. I cant afford to drive out of state or seek medical attention outside of my network. This is extremely frustrating. Im leaving this insurance provider the first chance I get if this isnt resolved. What good is medical insurance if you cant even use it.

  Business Response

  Date: 07/27/2023

  Good afternoon, 

  Christus Health has attempted to reach out to the member with no response. They phone number on file and on the complaint sent to us are non-working numbers, we also tried reaching out to the member by email with no response as well. 

  Customer Answer

  Date: 07/27/2023

  I am rejecting this response because:   I was unable to communicate with anyone on the matter because my phone service has been disconnected due to non payment because I am struggling financially at the moment. 

  Customer Answer

  Date: 07/27/2023

  Please contact me at the email provided at the time of the original complaint. Thank you.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair 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.

  Ref # FL01281636 I have been trying to get Christus to finalize actions on this complaint for over 6 months. I call over and over with only broken promises. I need then to release the lien so I can complete my legal battle.

  Business Response

  Date: 06/13/2023

  Tell us why here...We been working with ******************************* with the Navy MCRU and they have the lien.We also called the members attorneys office, spoke with *******, and notified them that the lien was sent to the Navy MCRU and ******************************* confirmed on 05/08/2023 that she received it.  The Navy MCRU works directly with the attorney representing the member and provides them the lien.  Let me know if you need any additional information.  Thank you

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 care today was very neglected. Once I was brought up from the ** last night, right away no one checked on me for a while. Then the nurse came in to give meds then left. Not reconnecting my to my IV fluids or Oxygen. I had to beg her to start them. When the doctor came in he talked super fast then walked out. Not really telling me anything. I also had an UTI and no medication was given. I came in for an ******-Danlos issue and I wasn't referred to rheumatology even though i requested it so many times. I ended up leaving AMA anf the nurse even lied on that paper!! Stating my condition was worse.

  Business Response

  Date: 05/15/2023

  Hello,
  We received your correspondence at the Christus Health Plan.I am sorry to hear about your experience during a recent visit to the facility. Based on the information provided you are looking for a Christus Facility, not the health plan. I have located that and provided their contact information below.
  
  Thank you
  Christus Health Plans & ** Family Health Plan
  

  ***************************************************************************************************************************************************************************************************

  CHRISTUS Health:
  For any unresolved complaint(s) or grievance, you may contact the:
  Hospital campus specific ************ Representative
  CHRISTUS Health Integrity Line at ************** or Integrity Link at *******************************************************;(available 24 hours per day/365 days per year).
  ***** ********** of ***** Health Services, Health ******************* Group/MC ****, ******************************************************** or call ************ or **************.
  ********* ********** of Health and Hospitals, P.O. Box 629, ***********, ** ********** or call ************
  ********** ********** of Health, ******************** P.O. Box *****, Santa Fe, ** ********** or call **************
  Joint Commission at ************** or e-mail to *****************************.

  Customer Answer

  Date: 05/15/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 wife whom has healthcare coverage through the ** Family Health Plan in *********** *****, which utilizes Christus health facilities as her primary care facilitator, has received erroneous billing from Christus Health care facilities for an urgent care and emergency visits at Christus facilities. We have contacted no less than seven people via the phone for the last 30 days with no resolution. The insurance coverage states that we should not be receiving a bill for in network services, and she has not gone to any out of network facilities for care. This has been quite disturbing and unsettling for my wife as we have never had this issue in over 20 years of dealing with Tricare. The assistance from Christus personnel has been inept and not helpful at all. No one seems able or willing to assist us with this issue. Currently we are being charged over a ******* dollars in fees for services rendered at Christus emergency rooms and urgent cares. My wifes name is ***************************, her insurance number is ***********. I would ask that someone please look into this as I have said this has been a daunting and arduous process to say the least. The level of expectations that we had for this program are diminishing as we heard so many great things about your organization and how you take care of your patients. This was the primary reason why we decided to use the insurance, solely on the fact that they were using Christus Health as the primary care facilitator. However, to this point our experience has been marred by these events and we are contemplating switching back. Although other facilities are not as advanced as Christius they at least try to help resolve issues when they arise. So far that has not been the case in this situation. Im just praying that this issue is an anomaly and not the norm. My family really loves their PCM but this experience has given us great concern on if we want to continue with this organization.

  Business Response

  Date: 04/18/2023

  Good afternoon,

  Thank you, your complaint has been received. 

  A specialist will review the complaint and will have a resolution letter mailed out within 30 days.

  Thank you,
  Complaints, Appeals, and Grievances Dept.

   

  Customer Answer

  Date: 04/18/2023

  I have reviewed the business response and await additional response or resolution from the business.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We have asked Christus Health Plan to remove my late mother's name and our address from their mail list more than once and we still continue to get unwanted soliciting mail from them. Even Medicare knows she has passed away over 4 years ago. This is soliciting mail going to a deceased. If we continue to receive unwanted soliciting mail from them we will take legal actions.

  Business Response

  Date: 02/21/2023

  Business Response /* (1000, 11, 2022/11/29) */ CHRISTUS HEALTH PLAN received this request on 11/2 and the information provided was put on the do not mail list and was removed from any active mailing list. We apologize for any inconvenience this has caused. Consumer Response /* (2000, 13, 2022/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have also contacted me with an apology. If this continues after this request we will take legal actions against them.