ComplaintsforIntermountain Healthcare

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This health care provider sent out questionnaires, and did not bother to read the answers! in stead they decided to reverse bill all my health care providers, which caused them to send me really large bills. when I corrected the issue the co. select health did not voluntary fix the billing / payments they requested be payed back. in ***** I have spent a couple hours of time trying to get this issue fixed. As of this complaint I will have to repeat the corrections yet again! Not stinking right. within last Mouth

  Business response

  08/19/2024

  HI ****, I appreciate you giving me the time to review your concern. I called your insurance and spoke with Bell ref# ************ she let me know there was a corrected claim submitted on 08/07/2024. The claim can take ***** business days to process. You can follow up with your insurance for updates. If you have further questions reach out to our customer service department Monday- Friday 8:00 am- 6:00 pm ************

   

  Thank you 

  Customer response

  08/25/2024

   
  Complaint: 22125021
  
  I am rejecting this response because: I understand your position , however this has been going on off and on for 4 to 6

  mouths and I need resolve. If this was a bill I owed a outstanding balance abilities to get service would be paused, oh I for got they have been paused for up to 2 weeks while I got resolve and had to get select health to call one of my providers to let them know I was working 

  on this health care clerical owned matter, I was not my fault . This needs fixed to my satisfaction, just like if I owed money you would want paid !
  
  Sincerely,
  
  *******************************

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  1. Fraud - Billed for care not received, IHC is not able to provide a reason or CPT code for the charges made. 2. Violation of Patient Privacy. On 7/27/24 I made a visit to St. George Regional Hospital River Road, Emergency Department. I was triaged by a nurse and when taken to an evaluation room, I discovered a security camera aimed at the bed, maintaining an unobstructed view of the entire room. When meeting with a Doctor and Nurse I explained that this camera violates my right to privacy. I asked to be seen somewhere private, without recording devices, and the Doctor denied my request for patient privacy. I was told that the cameras are not on. There is no proof otherwise that these cameras are not recording and I again asked to be evaluated privately and the Doctor denied my request. - Due to the fact that the Hospital and Doctor does not respect my right to privacy I refused care. - The Doctor never evaluated me medically, nor was any care rendered by St. George Regional Hospital. In addition, I asked if I was going to receive a bill and was told verbally that no bill is due because the Doctor rendered no medical care. Recently I was contacted by the financial department requesting my insurance information. I was also told then that no bill was due but that I should also contact the billing department. Upon contacting the billing department I was told that there is a charge of $705, however, they could not provide a reason, description, or CPT code associated with the charge. I explained the situation above, and was told that I would need to dispute this bill and given a number for patient advocacy. The advocacy personnel did hear of this, however, they will not return my calls nor have they contacted me with a resolution. - For the past week I have been deflected between departments, given misleading information and unable resolve this issue. The Hospital still can not provide a reason for this charge and continues to ignore my attempts to resolve this issue.

  Business response

  08/13/2024

  Hello and thank you for reaching out, I show you are now working with our clinical excellence team. If you have further questions please reach out to their department at 801.442.3005

  Customer response

  08/20/2024

  
  Complaint: 22093333
  
  I am rejecting this response because: Intermountain Health is making no reasonable effort to resolve this matter. This is merely another example of deflecting serious concerns of fraud and patient privacy for profit.
  
  Sincerely,
  
  Paul C**********

  Business response

  08/29/2024

  This is out of scope for R1, if you have further questions please reach out to Intermountains clinical excellence team at ************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We went to the doctors office. The Doctors office billed insurance. Insurance paid the bill and insurance company sent me and doctors office an explanation of benefits showing that the bill was paid. Despite having proof of payment the doctors office is threatening to send me to collections for full bill even though my insurance company has already paid them and sent them proof of payment. Attached is my explanation of benefits with claim number in the document. My guarantor number from my doctors office is written in the account tracking number below. My doctors office is billing me 399.50 and my desired resolution is for them to stop billing me and not send me to collections. I might be forced to prematurely pay the bill so I don’t get sent to collections. If I am forced to pay then my desired resolution would be to have a refund.

  Business response

  07/30/2024

  Hi Kevin, Thank you for reaching out. I am glad we have been able to help you with your concern. Please reach out if you have further questions

  Customer response

  08/05/2024

   
  Complaint: 22048515
  
  I am rejecting this response because: the complaint is not completely resolved yet. I am currently satisfied with the initial actions of the company but the complaint is still pending. Once the company is no longer seeking payment from me or my insurance company I will be satisfied. 
  
  Sincerely,
  
  Kevin Del Toro

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Intermountain healthcare is a scam. Altaview hospital billed insurance incorrectly for my emergency visit, meaning that insurance denied the claim.On top of this, I submitted for financial assistance, provided ALL of the requested information multiple times and it has sat in incomplete status for over a month. I sent the information again.. emailed and asked for an update, sent the information requested again, and still have no results or responses.

  Business response

  06/21/2024

  Hi ********

  Thank you for taking the time to discuss this with me. Like I said I will be working on this to see what I can do to help you out. You have my phone number so if you have questions in the mean time please reach out

   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My provider sent me to the *******************************, being another Intermountain location for an MRI. Despite this test being scheduled 10 months in advance, they never submitted a prior authorization. This kickstarted a 8 month back and forth between my insurance, you guys, and myself trying to get this processed correctly. Several times IHC customer care agents shared that everything had been resolved, that this had been successfully processed in network, and there would be no further patient liability. The charges kept popping back up after this and eventually an customer care manager shared that nothing verbally shared by IHC customer care agents was binding. I eventually paid the balance outright because you guys had shared this with collections, which I found out a few days later another customer service manager that it hadn't been and that this dishonest tactic shouldn't have ever occurred. I've lost a lot of respect for IHC and your inability to process things in a timely manner or have the integrity to honor what you say you're going to do. I received heart surgery with you guys as a child and have been seen exclusively here ever since, this experience has changed the way I view IHC

  Business response

  06/06/2024

  Hi ****, thank you for talking with me today. I apologize for the run around you have received.

  Like we discussed I will be working with our billing team and your insurance to make sure your account is worked properly. If you have any questions in the mean time please reach out to me 

   

  Thank you

  Angie 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a notice with these words in bold: This is your third and final notice. It would be in the best interest of your company that no one from **** ******** **** Suite **** in Ogden, UT attempts to reach out to me again FOR ANY REASON MOVING FORWARD. I had a horrific experience in the emergency room there and instead of your patient advocate office handling that matter as they should have I was gas lighted via mail and over the phone. Returning to this facility is not even an option. Stop killing trees and do not reach out to me again in any way, shape or form.

  Business response

  06/04/2024

  Hello ******,  

  Thank you for reaching out and provide us with the opportunity to review your case.

  We have reviewed you account and we do now show any open balances for you. All Dates of Service we show for 2023 were covered in full by your Insurance Triwest and the last statement we sent to you was on October 2023.

  I called you to get more information on the statement you received and see if we could figure out who was sending that statement. If you would like to give me a call, my direct line is ###-###-####.

  Thank you 

  Veronica K 

  Patient Advocacy Team 

   

  Customer response

  06/05/2024

  If you focused on the detail of the initial complaint... I did not reach out about a balance due or statement at all... I said I keep getting notices for me to make an appointment. I had a horrible experience at that facility with an emergency room doctor who made a sexual remark during an examination, the patient advocate dropped the ball when I contacted them, gas lighted me when I told them I had the interaction recorded, and I also stated that I would not be going back to that hospital for anything. I do not want anymore notices sent to any address on file. That was the nature of the complaint... not me owing any money. I know I don't owe anything. Do not contact me again by phone or mail. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 23, 2023, I was admitted to Intermountain Medical Center in Murray. I was having a lot of cold and flu symptoms. My biggest issues was my extremely painful fever aches and my weakness. I had taken a COVID test a couple days before, so I was worried it was something worse. I was in a lot of pain. Urgent Care was closed and OTC painkillers won't working, so my only choice was to go to the ER. Things were very slow, I suspect for Thanksgiving. However, I remember calling the nurse multiple times and having to wait at least 20 minutes every time. The hospital room was cold, the tv was confusing, I wasn't given painkillers for quite a while, and for at least an hour I wished I hadn't come at all. In the end it was COVID. I was sent home with instructions essentially to ride it out and take higher doses of OTC painkillers. I was charged $5307.45 for this visit. I applied for financial aid through the hospital, but my husband apparently makes too much. We sent our bill to Goodbill, a medical bill negotiating service. They determined we should have been charged $1169.12. They sent a negotiation letter to the hospital citing coding issues, medically unnecessary care, and other issues in our bill. After months of trying to negotiate with the hospital, nothing was resolved. The hospital refused to change the bill. We were told we would need to file a complaint against the hospital. MRN: ************* Encounter: **************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  North Valley pediatrics in American Fork repeatedly incorrectly billed my daughter, *************************, services. My daughter is double covered with her father's insurance being the primary insurance and mine is secondary. The claims were continually denied and now they stating that I owe over $2000. I spoke to the receptionist twice upon check in asking them to please correct the billing errors (switching her dad's back to primary) and now both insurance companies are not covering.

  Business response

  04/22/2024

  Hi **************;

  Thank you for reaching out. I have tried to call you a couple times but your mail box is full. I would love to talk with you to see if I can work with you on this concern and see how I can get your billing issue fixed. 

  I am going to send you a letter in the mail with my direct line, so please reach out to me as soon as you get it 

  Thank you

  Angie 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A bill was due for ******* services. I could not pay the total amount asked that was due. Because I am paying other medical bills, and other bills.I called up and asked IHC if I could set up a $20 payment plan instead of there required $70 and they said no but we could do $50 instead.I shared and asked this with 3 different individuals.I called their complaint/resolution hotline and they said they would get back with me in 5 to 7 business days. 7 days was last Friday.I called again a got shuffled around to 3 different people today.This is very unethical of a business. I am currently working 2 jobs a full time and part time. I am completely willing to pay my medical bills. But without this flexibility I ended having to put off a doctors appointment scheduled for *** and reschedule it in July.I have diabetes and been treated for blood clots and other medical issues and my doctors visits are important to keep.I would like to see IHC work with a payment plan that I can afford and do this for all there customers. I am willing to pay 100% of the bill I owe I just cannot afford their minimum asking price.I have applied in the past for financial assistance for my insurance and I make too much money to qualify.Thank you for your help and time.

  Business response

  04/04/2024

  Hello ****

  Thank you for taking the time to talk with me today. I am glad we could come to an agreement on your concern, Like I said if you do have questions in the future that is not being resolved please feel free to reach out to me

   

  Thank you

   

  Customer response

  04/05/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly contacted AE and tried to get my address removed from their mailing list. They are sending their info to a company. I have personally spoken to them 3 times and they keep saying they will stop the mailings but they keep coming. I moved to this address in Sept 23 and have been trying since then. The business and address is as follows: ******************** ************************** ***************, ** 33305-3000 This is not a business but a personal residence.

  Business response

  03/27/2024

  Hello and thank you for taking the time to speak with me today. Like we discussed this was not supposed to go to Intermountain Health it was meant for American Express.

*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. ↩