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Complaint Details
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Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband and I are somewhat confused. We have gotten 3 or 4 bills due, each with different amounts. $1722.46, $1586.94 and $1556.25. We were told by our insurance company that we would only have to pay $250 as that is the maximum amount according to the Centra Health website. Imagine our surprise when we received these bills. The website needs to be changed!! We can't believe we were charged such an outrageous amount for a prostate MRI!! Of course we don't qualify for financial aid since we are right at the limit. My husband hasn't had a raise in 27 years. He couldn't afford to quit his job and start over. Centra Health prices are astronomical and someone needs to find out why. It's a really sad thing when you work all if your life to lose everything because of medical bills. He should just quit his job and live on the government like everyone else in this country. Thanks for taking time to read this.
Business response
09/27/2024
Patient Accounting has reached out and issue is resolved.Initial Complaint
07/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received this bill from the provider. The provider called me to ask for a payment or partial payment (6/11/2024 @ 12:12 pm) *** stated that a payment in full would be $686 if paid today. I paid the full amount at that time. Since then the provider has sent additional bills and stated that the employee made a mistake in the amount and that i am liable for an additional $294 dollars. They are not honoring the pay in full amount that was agreed upon at that time. I reached out to the manager who agreed that they didn't do the math and even though they stated that the account was paid in full that was not correct and i still owe the balance.Business response
08/15/2024
Billing has contacted patient father and resolved issue.Initial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to get a detail bill from Centra health for 4 weeks. I keep getting the run around .I want to know how they come up with $189.00. They say it's a office visit and the code they used I googled and it said the Dr. Should spend 30 to 39 minutes with you what a joke. He spend 5 minutes and didn't even do an examine. This was at cancer center. I also called about bill from March that ***** sent back that it was coded wrong and I had to call them 3 months later before they did anything about it. I talked to ****** and she said they had talked to BBB and was told they didn't have to send me any other information on this bill.Business response
06/30/2024
Patient Accounting has reached out to patient appropriately.Customer response
07/10/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I attached a bill for $189.00. That not an itemized bill. I have been asking for a itemized bill for almost 2 months. A person named ****** called and said she would send me 1. When I didn't receive it I called back and was told that the only bill I will get. I want to know how they came up with $189.00.Thank you ******** *****Business response
07/16/2024
Patient Accounting has reached out to the patient appropriately.Customer response
07/18/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ******** ***** I still want a itemized bill that totals 189.00. Why is it so hard to get an itemized bill. What are they hiding. A bill with office visit is not an itemized bill Thank youInitial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
At the beginning of May, I received a letter from ***, a collection agency, dated 4/23/2024. It referenced a debt of $265 incurred by me on 10/22/2022. Centra account number **********. 0n 4/29/2024, I spoke to "***" at Centra billing. She told me it appeared that I HAD made the payment and she would forward the information to the appropriate people and I would receive a phone call. Forward to 6/18/2024 when I realized I had not received the promised phone call. This time I spoke to "****". She informed me that the $265 had been "moved to a different ENCOUNTER"(?). I was also told that in November 2022 the debt was flagged as needing to be filed with correct insurance company. I asked for a supervisor, "none are available", "someone will call you back" Today, 28 hours later, I called again and was told that I should get a call in the next 48 hours. I'm afraid I have little faith in receiving this call based on past experience! A little background: On 2/13/2023, I spoke to "*****" in an attempt to resolve all of the constantly changing statements I was receiving. I would receive a statement, pay the amount, then see that same charge appear again. Statement number **********, dated 1/14/2023, shows a balance forward of $265 and a balance forward of $83.41. "***** told me to "ignore this statement, we'll send you a correct one within 30 days". Statement number **********, shows "Patient payment" 2/7/2023, -$265. a "other credit adjustment", $6.12, "other credit adjustment", -$54.78, "Balance Forward" of $172.98, a "Balance Forward" of $24.09, a "Balance Forward" of $41.00 and a "Patient Balance" of $1436. On 3/15/2023 I called again and spoke to ******. I told her I'd like to resolve all debts once and for all and I made two payments: $172.98 and $1436.00. I have seen no reference to the $265 since I made the two payments, until the collection agency contacted me. I have received multiple REFUND CHECKS from Centra with no explanation. If I owed them money...Business response
06/27/2024
Patient Accounting has reached out to patient to resolve.Initial Complaint
06/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 3/8/2024 I was presented an "estimate" of charges for an Echo Stress Acquisition and offered a 10% discount if my portion was paid within 5 days. The next day I paid the $2,299.12 I was quoted. The procedure was done within 3 days. They estimated the total billed to be $4,819.00 on 3/8/2024 but they billed insurance $5,205.00, and the coding was identical but had somehow gone up in 3 days. No explanation has been offered by anyone with my 21 conversations with Pre-Registration, Billing Office, Customer/Patient experience etc.Business response
06/12/2024
Patient Access reached out to patient and issue was resolved.Initial Complaint
05/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 10/7/2023 I was seen in the Emergency Department of Centra Southside Hospital. I had severe pain in my left lower leg and thought that I might have a fractured proximal fibula. Following X-rays the doctor on duty in the ED recommended a knee immobilizer. Following treatment I received a bill from Centra which included a charge of $443.00 for the knee immobilizer. I also (!) received a bill from ***** ***** *** for $43.00 for a knee immobilizer, listing the date as 10/7/2023. I called ***** **** ************* to ask about this bill. They informed me that they billed separately from Centra Hospital for the knee immobilizer. On 5/16/23 I went to the Cashier's Office at Central Hospital in Farmville to ask them to remove the charge for the knee immobilizer. I stated that it was not proper for them to charge me for the medical device, when I was already being billed directly by the supplier. The Cashier told me that I had to pay twice (to the Hospital and the device supplier) because "that is the way that it is". I asked to speak to a supervisor about my complaint. She took my phone number and indicated that someone would call me. No one has called. More importantly, under what law can the hospital bill me $443.00 for a medical device that the supplier is already charging me for?Business response
06/12/2024
Patient Accounting has reached out to the patient to explain charges appropriately.Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I saw a provider in June 2023 and there were some initial issues with the claim being approved. An approved Explanation of Benefits was received in September 2023 and I have yet to receive a resolution regarding the refund of an overpayment for the service provided. I have consistently received incorrect information regarding the status of this claim from the Centra Billing department. I was notified the correct EOB was received (multiple times) when it had not been. I was advised that it was pending with insurance, when it was not. I have had to contact my insurance company at least three times to have a three-way conversation with Centra. I have been promised follow up phone calls, yet I am the one having to consistently follow up for more information. I have been told that there is follow up occurring with another department, but I have no way to verify this information except to trust the person on the other side of the phone. Every time I call we are always "waiting on another department." However, I have been trying to get this resolved for nearly 6 months. It is my understanding that this is in the final stages of review, but I really just need a resolution to be provided so that I can stop calling the billing department and move on.Business response
03/19/2024
Patient has been contacted by Accounting and the refund has been issued.Customer response
03/19/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****Initial Complaint
01/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Centra Health is advertising false information. Their website clearly states their laboratory services are available 24 hours a day 7 days a week even om holidays. After driving to the lab , it turns out this is not true. I used to go to this lab when I needed monthly bloodwork between 10 pm and 3 am due to my work schedule. They advertise like they still operate this way but do not.Business response
01/10/2024
Information is being corrected on website. Patient was called and message left when no answer.Initial Complaint
12/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
August 2, 2023 Billed for specialist visit instead of PCP visit I spoke to my insurance (******), a Medicare rep, and my PCP's assistant who all understand that the PROVIDER code was filed incorrectly. I have spoken to billing multiple times but the correction has not been made. It is the provider code that is incorrect, the procedure code in correct. I am still waiting for a corrected bill. I last called Centra billing on 10/06 and was told there was a note in the fil to refile the insurance, as of today, ****** has not received any corrected claim. I have also been told that someone would call me back. I don't know what else to do other than file complaints against Centra billing.Business response
01/08/2024
Patient Accounting has reached out to patient to resolve.Customer response
01/08/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******Initial Complaint
12/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was seen at Centra Bedford Memorial Hospital on 09/29/2023 for a potential concussion. I was charged for both the physician and the ER visit via two separate bills. The physician bill stated it was ED level 3 and the ED visit bill stated it was ED level 2. I have been in contact with Centra Billing since October 12th and have been trying to have my ED bill adjusted to match the physician bill level since October 23rd. As bills continued to come in telling me my amount due, I kept pressing for them to reconcile the level code and refile with my insurance. I received two additional notices and was going to be sent to collections while I was waiting. I requested they place a hold on the account until the issue was reconciled, but Centra did not reply to that request. I began making monthly payments in the amount of $109/mo last month and another this month as I am still waiting. This was not an agreement to the charges, but an attempt to avoid collections while I continued to wait for them to revise the ER bill. I have followed up three times now on 11/12, 12/5, and 12/11 with no response. I need this to be addressed immediately and the ER service level to match the physician's service level, refiled with my insurance, and a new bill issued with the revised charges.Business response
01/10/2024
Patient Accounting has reached out to patient.Customer response
01/12/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *****
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