ComplaintsforBaylor Scott & White Health

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6-28-2024 I sent a request to my BS&W pharmacy for a refill for my epilepsy medication. I requested the refill early because I have had so many problems with the neurology department in the past. Today is 7/9/20/4 and I have had no response to my messages. I have spoken with the neurology department and have not received an approval for medication still. This is day 2 of no medication. I would not recommend this department to anyone. They do NOT advocate for their patients.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On April 21st, 2024, I visited Baylor ********************************************* (***) Emergency Room (*******************). After visiting an urgent care without long tweezers to remove a small (2cm) piece of plastic from my tongue, we went to the *** A nurse removed the plastic piece and then the hospital financial services rep came to review the charges. She informed us that all we owed is $****** and we chose to pay it in full. We requested to keep the piece of plastic so that we could notify Chipotle of the hazard in my food and the nurse stated she lost it. On May 20 we received a *** bill for $546.53 in the mail. On May 29 we called **************************** *** (CIP) listed on the bill as we had questions considering that we already paid and the listed charges for services and personnel included were false. The bill stated I received care from a MD and PA of which neither served me and that I received surgery, and I did not. CIP was rude and stated that they only collect payments and if we had any concerns with the billing that we needed to reach out to ***. We then called *** billing and *** said they would call CIP because CIP should be able to answer any customer questions regarding services rendered. After not receiving any correspondence, we called *** on June 24 and were hung up on. We received a call from *** on June 26 stating that CIP was non cooperative with them, but referred us back to CIP to resolve our billing issue. Both parties arent willing to assist with the false billing and we are being given the runaround. *** notified me of another bill coming in the mail for $****** for the hospital room. She said that I would still owe $714.97 (****** minus the ****** paid). On the June 24 call, the *** representative stated that the bill was high as I was charged for Abbreviated Injury Scale Level 6 care which is Maximal, possibly fatal, which is completely false. The rep even stated that she would need to look into this as it was wrong and then hung up on us.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The patient relations department is completely ignoring me. I admit I've cussed them out before, but only when they deserved it.I've sent them polite emails, calls, and filled out their form, but nothing, costing me multiple appointments, and even contributing to sending me to the ***

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently changed insurance providers, until now my family has been going to *** for health care needs. My daughter started treatment there and had been receiving treatment for several months. My work decided to change insurance providers, this was a circumstance beyond my control. I took my daughter to treatment and was told there was a problem with the insurance. My next step was to contact the insurance provider and inquire. I was told my by insurance provider there was absolutely no issue with them and that the treatment was approved. Called *** back and relayed this information. The treatment requires a special order medication that has to be ordered by the *** pharmacy for each treatment session. Due to the perceived issue with insurance her appointment was canceled for that first week. I have spoke with *** on a weekly basis now for 6 weeks trying to resolve whatever issue they seem to have. I'm always told "...someone will call you back" No one ever calls back. I have contacted the patient relations department 7 times, I have never received a return phone call or response from the web form. It's like the patient relations contact form and phone number are a placebo. So here I sit at work, my daughter's condition deteriorating, at 6 weeks without treatment and *** can't even follow up with me. I want someone from *** at an executive level to contact me, and explain how they are going to make this right.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date is June 28, 2022 to July 05, 2022 Patient: ****** ********************* Hospital Services Our policy is $700.00 per hospital stay and they charged us $1400.00 (double billing) This was there response This message originally read on 2/10/2023 Thank you for your patience during this review process. We did find the error and are correcting immediately. Please allow a little time for processing. Thank you.THIS WAS YOUR ANSWER TO THE BBB COMPLAINT BACK IN 2023!As of July 19, **** this has NOT BEEN CORRECTED IMMEDIATELY. This is a balance billing which is illegal. This $700.00 should be removed, as the second bed they refer to is an ambulance service taking me to the hospital, which in my benefits says it is $75.00. Your answer to the BBB complaint says that you did find the error and correct IMMEDIATELY, so here we are 1 1/2 year later in **** AND STILL NOT CORRECTED. It should not take more than 2 weeks to correct, if not we will go back to BBB. As of today they say we owe $1290.00, if our copay is only $700.00 how is this balance. Scott and White has been lying to us and to others that they have corrected THERE ERRO THAT THEY FOUND BUT HAVE NOT. It only take a few days to correct NOT almost 2 years. We would like for Scott and White to tell the truth and correct this.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to BaylorScott&White regarding my heartburns. The doctor recommended an endoscopy, ultrasound, and some sort of testing kit. All of the procedures took place over 2 visits, for a total of about 6 hours, and a total charge of about $11,000! As a patient, I did not understand the details about the procedures along with their associated cost, but I had trusted the hospital that theyll do right by their patients. I was wrong. 1)First, I had no idea the testing kit was over $1700. Had I known the cost, I would not have agreed. Also, ** describe the test kit as an obtuse gadget where the functionalities didnt seem to work that I had do it manually anyways. Did the hospital know the reliability and accuracy of the kit before charging over $1700? 2)They charged $6451.77 for GI under General Classification on 5/11/23; and then they subsequently charged $2764.13 under the same category on 5/16/23. The bill doesnt describe why they charged such a high amount $6451.77 for 5/11/23 is this to pay for the doctors during the endoscopy? Assuming thats fair, I strongly contest the second charge of $2764.13. On 5/16/23 I was told to simply drop off the testing kit and they didnt even let me see the doctor when I asked about the reliability of the testing kit. Why would they charge $2764.13 when I didnt even see anyone and there was absolutely no service provided except to pick up the machine? 3)On 5/11/23, I see multiple charges of the same service: Upper GI Endoscopy, Biopsy ($660 was charged twice); Level IV Sug Path Gorss& Microscopic Exam ($254 was charged twice).4)Lastly, they charged $935.11 for an ultrasound which is grossly higher than whats known to be average cost, e.g. $100-260 in *****. My insurance would only pay for $276.58 and theyre passing off the rest to the patient after adjusting the charge? All in all, they surprised me with a grossly high hospital bill and now theyre asking me to pay a portion of it. Furthermore, they hadnt even provided the outcome or any explanation of the result at the time! They shouldve done a better job explaining the process/costs before getting my consent, and they shouldnt be charging an arm and a leg for inferior care. I had contacted the hospital to file a complaint and they redirected my complaint as a quality of care complaint, and had one of their doctors send me a note saying that the testing kit showed normalcy. And Im still experiencing same heartburn symptoms. Really? The hospital charged $11,000 to find out that Im fine while theres no plan or feedback at all as to how I could improve my symptoms. Also, if this type of misconduct is happening to me, I wouldnt be surprised if it is happening at scale to other patients.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This started with the clinic not telling me about my Lab results. So I walked into the clinic to ask for my records. I was told that is not possible and that a nurse is the only one who can discuss my results. I figured I was being lied to so I went to the Administrative part of the Hospital and confirm by them that IS A LIE! Patient Services told me to go downstairs and Records will give me a copy. As I was waiting I received a message on my phone from the doctors nurse that said "Hi this is the nurse I was told you wanted your records, any question feel free to call me, bye" I find out on my records the Doctor gave a direct Order to call me immediately about my results if there was red flags. I was full of red flags and here it is some ********************************************************************** about my Diabetes and Cholesterol! Then I get a bill from my Insurance stating they have denied a test so I called my Insurance and Was told they do not cover the ***** *********#4 Selion Sercomer test( Not sure If I spelled this correctly)?I said what is that and she said not sure it is a special test. So then I call Baylor Scott and White. I get a pissy person and the line that tell me she does not see and break down on test. So I tell her about the ********* #4 and she says" EVERYONE GETS THOSE" all pissy like. I said wait you said you do not see the breakdown but know you see it!? Once again everyone gets those tests. I tell her about her attitude and hang up. I then call back ********** Blue Shield and a new woman tell me this is a Genetics test and that my insurance BCBS requested 4 times documentation because this is a RARE TEST! And all four times Baylor Scott and White ignored all 4 requests. So, this is where I am at now and request BBB to intervene as contact with BSW is not professional and maybe scamming patients. BCBS has already protected me but I need help from BSW taking advantage of me since they did not get away with this by BCBS isis

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a physical examination with my family doctor last October. She wrote an oder for routine bloodwork. I went to the lab downstairs and they draw two vials of blood. First of all, I don't have any health problems. It's just an ordinary annual physical examination. I confirmed the front desk clerk, and they replied that Baylor ********************************************* took my insurance. So I went there. In February, I received a bill of ******* dollars. A year ago, my family visit the same doctor and the same Lab, but I didn't get such a high bill. So I sent the bill to my insurance company and questioned it, and they looked at my bill and found that they charged me much more than ordinary people. Normally people only pay $80 to $200 for physical examination and blood test. My insurance company and my lawyer tried several times to discuss the bill with the Baylor *********************************************. No one answered them. My husband and I made a call to customer service. It was "reviewed" and our request was denied. I feel that I was taken advantage being that English is not my first language. If this is a reason why Baylor ********************************************* charges me a high bill because they think I don't understand and ignore my complaint, that's definitely not right. If the staff told me that this routine blood work would have cost me over $1,800, I would never have gone to this lab. All I know is that there was no such bill a year ago, and I asked the front desk that they would accept my insurance. I hope Baylor ********************************************* can check my bill and deal with the problem. Thanks!

  Customer response

  05/31/2023

  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,
  
  ***************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/09/2022 ************ harasses patients for less than $100 on their bill. I started receiving prerecorded messages again today from them. Recently they sent my balance for <$75.00 to an outside collection agency which could have ruined my credit. ************ has a Payment Assistance program, but the catch is that they "Auto Debit " your checking account which can always lead to fraud. They don't give you any other options to pay. This hospital system is a multibillion-dollar establishment and yet it finds a way to harass patients (Seniors) on a fixed income for less than $200. The company fails to look at the fact that I pay on my account online every month with what I can afford to pay. I will contact other enforcement agencies to look into this corporation.

  Business response

  12/20/2022

  We had someone reach out and assist the patient for payment plan options for their open balances. The accounts are not showing to be in collections at this time.

  Customer response

  12/20/2022

  Complaint: 18383646
  
  I am rejecting this response because:
  

  The company is still calling with prerecorded messages harassing me. The company fails to say that I am paying monthly on my account in amounts greater than they require in their payment plans. This company is not looking at the big picture. I am paying them $40 or more, and their payment plans are $25 a month. How stupid is that? I am reporting them to a ************** that will look into their practices since they continue to harass me while I am still making payments.
  Regards,
  
  ***************************

  Business response

  12/21/2022

  I regret the perception is that concerns have not been addressed, therefore, I recommend the complainant call ************ to resolve those issues by seeing if Financial Assitance is possible or make arrangements for a payment plan. Thank you.

  Customer response

  12/21/2022

  Complaint: 18383646
  
  I am rejecting this response because: Issues not addressed
  
  Regards,
  
  ***************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot access MyBSWHealth either on the computer, or on the BSWHealth app, because I use a VPN. Their website and their app are the only places where I've been told having a VPN restricts my access to a website or an app. At this time, I have no access to any of our health records and this is creating a major problem as we approach the beginning of the school year. Thanks in advance, ******************************** *********************** ************

  Business response

  07/21/2022

  Thank you, we have already received your request for assistance. A representative will be reaching out to you shortly to get more information. In the meantime, however, if you are needing copies of anything from the medical record, feel free to reach out to the ********** of ******* Relations for assistance. ************. Thank you.

  Customer response

  07/21/2022

  Complaint: 17599369
  
  I am rejecting this response because:

  I already spoke with your ***Health tech support this morning (07-21-22), prior to my submission to the BBB, and they said it was my problem that I couldn't access my health records. My phone call to the ***Health tech support line was made after speaking with the local ********* medical office which told me they couldn't help me and there was no way to email my pediatrician, or their nurses, except through the *** portal (which I can't access). At this time, I am unable to access any health records for myself or my family. 
  
  Regards,
  
  *****************************

  Business response

  07/22/2022

  Our records indicate a tech assisted you for 25 minutes and that your concern was added to a service ticket. We hope to have the issue resolved as quickly as possible. If you need medical records, as stated in previous response, feel free to contact the ********** of ******* Relations for assistance to get your medical records. Thank you.

  Customer response

  07/26/2022

  Complaint: 17599369
  
  I am rejecting this response because:

  I have called the Patient Relations phone number; however, I cannot reach a "live" person. It's a recording. I have also requested copies of my children's medical records; however, I have not received them yet.
  
  Regards,
  
  *****************************

  Customer response

  08/19/2022

  Complaint: 17599369
  
  I am rejecting this response because:

  I have called the Patient Relations phone number; however, I cannot reach a "live" person. It's a recording. I have also requested copies of my children's medical records; however, I have not received them yet.
  
  Regards,
  
  *****************************

  Business response

  08/23/2022

  We do sincerely regret your frustrations. We have added you to the technical ticket, therefore we are unable to respond further to that complaint. If telephoned Patient Relations, did you leave a message? If you ordered the Medical Records already, then I am sure they are processing your request and you will hear something soon. In the meantime, feel free to email any concerns to *********************************************** Thank you.

*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. ↩