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Business Profile

Hospital

St. David's Round Rock Medical Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:02/02/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Unethical and Irresponsible Billing Account number *********** I visited ********************** on 10/8/2022 for a medical emergency because it was in network for my insurance. They have my insurance information on file for sure because they charged my insurance for 2 other visits on 8/28/2022 and 10/13/2022 under the same name and address. I also talked to their patient coordinator every time who would take down the insurance information.It took the hospital over 2 months after the visit to mail me a letter, while I was traveling abroad for the holidays. The excuse was they did not have my insurance information, but they have my phone number and address and my insurance information in their system, and there was no attempt to contact me to get the information for 2 months. A statement was not sent to me until 12/29/2022.Upon my return in Jan 2023, I immediately contacted RR Medical Center to provide my insurance information, which they claim they did not have. They then said the payment was rejected by my insurance provider because it was over 3 months from the visit. I find the practice of sending a statement almost 3 months after the visit highly unethical and irresponsible, I was fully covered by insurance on the date of service and there was no reason I should incur this additional charge because the hospital failed to bill my insurance or send me a bill until 12/29/2022.

    Business Response

    Date: 02/13/2023

    Hello, I did not receive the first email notice. I have contacted the company that does our billing and will let you know what I find out. Thank you

    Customer Answer

    Date: 02/14/2023

    Complaint: 18971333

    I am rejecting this response because it did not address the complaint.

    Regards,

    Twinkle Ling

    Business Response

    Date: 02/20/2023

    I confirmed with our billing company that an error was made on their end. They have corrected the error, and I have instructed them to waive any outstanding balance for customer service purposes. The patient may reach out to be directly if they wish. ************. Thank you.

    Customer Answer

    Date: 02/20/2023

    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,

    Twinkle Ling

  • Initial Complaint

    Date:06/13/2022

    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.
    Found out via credit report that this company has sent my information to collections without my knowledge. I never received a **** or any communication of a pending or outstanding credit.Please contact me to address/explain charges and why it has been sent to collection without ever sending me a ****.

    Business Response

    Date: 07/08/2022

    Hello ****************,

     

    Thank you for the email.

     

    One account was found for **********************, DOS 07/27/2018.  This account has not been to collections, he paid the balance of $379.70; posted to account on 10/06/2018.

     

     

    NPAS is the extended billing office, not collections.

     

    I called ********************** and relayed this information to him.  Because this was an ER visit he would want to check with Longhorn ER Medical Physicians.  I gave him the phone number **********************) and he will call them to confirm if they have a balance for him.

     

    Attached you will find the transaction history for account 26622766. 

     

    If I can be of further assistance, please let me know.

St. David's Round Rock Medical Center is NOT a BBB Accredited Business.

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