Complaints

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:12/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  High cost for an emergency room visit that they did nothing to help me with Over 3000 dollars for a non threatening emergency is ridiculous They keep billing me over and over When will the surprise bills end I think it’s unprofessional and unfair

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Over a year ago on 01/19/2023 I had an endoscopy with Dr. Catherine B*** at the Jordan Valley Medical Center. Before the surgery and on the day of the procedure I let both the doctors as well as the billing department know that I had two insurances CIGNA, and PEHP. The procedure was done and I was sent home. I got multiple bills between the procedure in January of 2023 to July of 2023 as well as EOBS from both Cigna and PEHP. These bills were all paid within a week of the time that I received the billing notice. In August of 2023 I called the hospital as well as the physician line to confirm that my payments had gone through and ask if I owed anything else. I was told my the billing representatives from both Joran Valley Medical Center and the physician line that I was fully paid and my procedures did not require any other payments. Now more than a year later on 02/07/2024 I have received a bill for 2,864.78 for a procedure that happened on 01/19/2023. I called on 02/08/2023 and they have no knowledge of my payments or the EOBS that I have received from my insurances. Not only do they not have records of my previous payments but I now have an almost $3000 bill more than a year after my procedure which under state law R612-300-7 - Billing and Payment states that the hospital must get the billing statement to you in under a year from when the services were rendered. I have confirmed the record with my lawyer who is stating that it is very illegal and they should know this being in the billing department. I am completely disputing this charge and the statement all together and ask that the BBB help me do this due to the fact that the billing office does not care about the fact that I have made payments or the fact that its over a year later. Also they have not and will not provide me with an explanation of the charges which is illegal not to. I appreciate any and all help. Thank you so much!

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was treated on June 18, 2022. I later received a statement dated 9/12/2022 that totaled $2,981.61. I called the billing department to enter into a 12-month payment plan. The representative incorrectly set me up on two distinct schedules, one that would extract payment on the 7th of every month and one that would simultaneously extract payment on the 27th of every month. I did not agree to payments on the 27th of every month so when I called to correct this, the payments made on the 27th were refunded to me. It took until December of 2022 for Jordan Valley to remedy this issue. In September of 2023, after what should have been my final payment, I checked my account balance at PersonaPay.com/Steward and saw that the balance was not zero as expected. I called the representatives on September 11, 2023 at 9:57 AM and reported the issue. After a 20-minute-long phone call the representative informed me that they didn’t have record of the October 7th payment in “their new system” and she had to look somewhere else to see that. She told me that the account would be placed on hold so I would not go to collections while the issue was resolved. Several days later I received a voicemail from Jordan Valley Billing stating I had a balance due. I called your representatives on September 26, 2023 at 9:37 AM and after a 30-minute-long phone call, learned that the representative seemingly had no knowledge of my situation and did not seem to have any notes regarding the prior conversation. I again explained the situation to her and ultimately ended up at the same place. The representative told me that the October 7, 2022 payment was in “a different system” and she would place notes in the system and refer this matter to another department so they could correct their payment records. She told me it would take approximately 30 days to correct. December 4, 2023 and I’m receiving a statement requesting the same amount that was paid on October 7th.

• Initial Complaint

  Date:10/23/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On 5/31/2023 we paid the hospital $770.69 for an endoscopy that was done on 6/8/2023. At the end of June they took another $100 payment on a payment plan for the 6/8 procedure. My husband also had a surgery that was done on 7/5/2023 and prior to that surgery they asked him to pay upfront as well. I let them know on 7/4/2023 that our Out of Pocket Max had already been reached with insurance and that they had not even billed insurance for the 6/8/2023 procedure which they asked me to pay partially upfront for. I then called billing and asked that I be refunded the $870.69 as insurance would be paying everything else in full as the OOP was met. They refused and said not until they get payment. They did not bill insurance until August and insurance processed both of those claims and sent them payment for both the endoscopy and the surgery via check on 8/19/2023. I have called over 4 times since they were paid in August only to be told that they had not received money or the EOB. On 9/29/23 I emailed them a copy of the EOB showing payment and never heard back from anyone. I called 10/23/23 and was told they didn't get the payment or EOB. Cigna has confirmed they were mailed a check and it was cashed on 9/18/2023. This is a very fraudulent company who refuses to give me my money back.

• Initial Complaint

  Date:10/14/2023

  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.

  On September 21st I picked up an oximeter to monitor my oxygen levels during sleep. I returned the oximeter to the rehab on level 1 of the building that they asked me to do the very next morning before noon. I have not heard from the sleep center about a follow up, or an appointment. I have made several phone calls only to leave a recording on their phone. No one has followed up on my phone calls. This is very discouraging! I paid $90.00 to have the oximeter overnight and now I am being ignored! This study is important to my health and I need to have this study.

  Business Response

  Date: 10/26/2023

  Dear Mr. *******,

  Thank you for taking the time to report the recent concerns you have experienced with the Sleep Lab. Your concerns have been discussed with the management of the Sleep Lab. An investigation into your concerns was conducted. It was reported that the issue has been resolved. We ask that you contact that you contact the physician's office that you are working with to have a sleep study. They will be able to assist in submitting an order to our sleep lab so that you may have a study scheduled with our sleep lab. If you have any further questions about this, please contact our patient advocate by calling ###-###-####. 

• Initial Complaint

  Date:07/31/2023

  Type:Product 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 paid Jordan Valley Hospital for a MRI in the amount of $356.44 for this procedure in 3/17/23. My insurance paid every thing but $250.00. I called several months ago and spoke with them and they told me that ***** Medical was doing the billing. I contacted them about a refund. They said they would put it in for review. I just got of the phone on Monday July 31 and they said it was in for review still. I am seeking my refund in the amount of $106.44. I keep getting the runaround my the medical department. I told them why I had to bring it up and how many out there that are waiting for a refund of overpayment. Most of us would have giving up by now. Jordan Valley Hospital hired ***** Medical to do the billing but I just want my refund owed to me. Thanks for your help..

  Business Response

  Date: 08/10/2023

  Dear ****************,

  Thank you for communicating your concerns about issues with billing that you have recently experienced. We apologize for any frustration you have experienced. Your concerns have been escalated to members of our billing team and they have responded to  your concerns. If you have any questions regarding the resolution, please contact our Patient Representative by calling **************. Again, thank you for communicating your concerns. We appreciated the opportunity to investigate and address your issues.

• Initial Complaint

  Date:07/21/2023

  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.

  May 10 of 2023 I paid **** from an FSA account for a surgery done that day. As of July 21 2023, the claim still has not been submitted to insurance. They have been given me the run around about why it has not been submitted, they even said they would escalate it to get it done in **** business days. Well July 22 it is ten business days and the claim still hasnt been submitted. My wife had a stroke in April and instead of us being out of pocket maximum met, I am still paying medical bills and prescriptions with money I dont have and with money I shouldnt have to be paying

  Business Response

  Date: 08/10/2023

  Dear ****************, 

  Thank you for communicating your concerns about issues with billing that you have recently experienced. We apologize for any frustration you have experienced. Your concerns have been escalated to members of our billing team and they have responded to  your concerns. If you have any questions regarding the resolution, please contact our Patient Representative by calling **************. Again, thank you for communicating your concerns. We appreciated the opportunity to investigate and address your issues. 

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service 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 came in to pick my husband up from surgery (came through emergency door) ended up in registration and soon as I got one of the girls attention (I waited until she looked up at me) I told her I was here to pick up a patient and she rudely said for what?!l I said from surgery and she just looked at me like I just told her to carry me there! She proceeded to (with a nasty tone) where to go like I had been there a million times before! As I was walking away, I said in a volume I hope she could hear, WOW, YOURE AWESOME! in hopes she heard my disgust in the way she just treated me. I would hope she, and ALL the registration team, have a meeting to be advised that some people are nervous and Lord forbid losing a loved one they are going to see for the last time, should be treated with the utmost respect and kindness. I have worked in **************** for 25 years and if I ever spoke to a patient, client or visitor like she spoke to me, would be disciplined if not fired. Please forgive me if this particular woman had a terrible morning and this is why she was the way she was but she should have left her problem(s) at the door before began her job!

  Business Response

  Date: 11/28/2022

  Dear ******************,
  
  Thank you for providing feedback regarding your experience at Jordan Valley Medical Center. I sincerely apologize for the negative interaction you experienced with a member of our staff.
  
  The Director of ********* Services has been made aware of your detailed concerns and experience. They have followed up with the involved staff regarding your concerns. Counselling and specific guidance have been provided about utilizing professional and empathetic communication in all patient and visitor interactions.
  
  I apologize for any miscommunication you experienced and thank you again for bringing this to our attention.