ComplaintsforBon Secours St Francis Medical Center, Inc.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bon Secours didn't bill to my VA. I have called them 3-5 times since. Latest after i talked with Bon Sec billing customer service. They told me they can reverse Medical bill ******* back to them from debt collector and put VA information on Feb 5th , 2024. After that no more letters been sent to me. until 1 week ago. debt collectors letter.I talked with Bon Secours billing customer support again on July *******. She checked the notes. told me Bon secours sent me the notes 3 times 2023. But never sent any note after 2024. Without telling me their bill didn't go through with VA(Veterans' Affairs) in any form( email ,letter or text message) after 2024 Feb, directly send my bill to debt collector. Bon Secours without notice me i have balance, directly it to debt collector is improperate .

  Business response

  07/30/2024

  Good Afternoon, 

  We are currently working to connect with the patient to our findings and resolution. We ask the BBB for an extension while we continue to attempt to connect with the patient and we will respond as soon as possible.  

  Thank you for your patience and understanding.

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

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]

  Bon secur ask to extend time to find the answer for me. I did not receive any call from them so far. Please extend the case till they find the solution or results 

  Thank you
  Regards,
  
  ***********
  
  
  
  

  
  

  Business response

  08/06/2024

  Good morning, 

  Thank you for bringing this to our attention.  

  We would like to officially respond "We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns."

  Thank you for our help and patience. 

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being billed for a co-pay that my supplemental carrier has already paid. I called the carrier and they provided me the date of service, the amount they paid, the check number, the amount of the check and the date it was cashed. I called the billing office and they refused the information and said my carrier would need to resubmit it again. I contacted the carrier and so far they have sent the information two additional times. I cant believe the arrogance and negligence that they get away with. I am happy to personally provide the info to someone in a position of authority in the billing office. How can this incompetence be acceptable to Bon Secours?

  Business response

  07/02/2024

  Good Afternoon,

  We would like to ask the BBB for an extension while we finalize our findings and attempt to communicate these findings to the patient.

  Our team has attempted to reach out to the patient twice but had to leave a voicemail each time and left a direct number to return their call.  We will attempt to contact the patient once more and either provide a confirmation letter that we communicated with them or a letter with our contact information so that they can reach out to our team directly.  

  We appreciate your understanding and your patience. 

  Gratefully, 

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

  Business response

  07/05/2024

  We have attempted to reach out to the patient numerous times without success. We ask the BBB to inform the patient to contact our office @ ************

  Customer response

  07/06/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and they have resolved the issue to my satisfaction.  I really appreciate the BBBs assistance in getting this resolved. Id tried for weeks on my own unsuccessfully,  
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a CTA Scan of the *********************** on 01/18/24 at St. Francis (Guarantor #*********). I requested a good-faith estimate when a representative fromBonSecourscalled to schedule the test, and they said, "$485." I also got an email confirmation, followed by another for $549. Having not seen them side-by-side, I thought it was a revision after the prior authorization since it got approved shortly before the 2nd email. It turns out that one was for the head and the other for the neck, however, I also verified the $485 price during check-in and paid $387.81 directly following the procedure (with a 20% discount for paying upfront) and thought the account was settled.On 02/08/24, I started receiving additional bills and have $722.40 currently due (for a total for $2030.43 for the test and interpretation). Ive called them multiple times, waited on hold for up to 3 hours, was even hung up on by one representative and they keep telling me, It was just an estimate. Theyve also tried to blame the 2 estimates, but only one charge is showing patient responsibility according to my EOB. My Insurance Broker has assured me that the estimate shouldve been accurate regardless since they are an in-network provider and there were no changes to the codes between the estimate and completion of the test. I would still understand a reasonable increase (5-20%), but this is a 318% increase! Theyve refused to put my account on another hold while we work to resolve this, and *** also inquired about a payment plan and have been given 3 different amounts. I would be happy to meet them somewhere in the middle and pay it off all at once just to put this past us, but they appear unwilling to negotiate.

  Business response

  06/28/2024

  Good morning,

  Thank you for reaching out to our office and bringing these concerns to our attention.  We apologize for any inconvenience this may have caused. We are continuing to research the details of the complaint so that we can find the best resolution possible that will satisfy these concerns.

  We are asking the BBB to ***** us an extension to allow us additional time to complete our investigation and to assure an accurate and detailed resposne.

  Thank you for consideration. 

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

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am amenable to an extension so long as they place my account back on hold while they continue to research the matter. Since I submitted my complaint, I have also learned that Anthem's explanation of benefits was misleading and the additional charges for the neck are likely causing the price increase. I've looked into this further and the American Medical Association Guidelines state that patients should only be charged for 1 scan if multiple anatomical sites are scanned during a single encounter (they use the example of the abdomen & pelvis, see below link). Therefore, I suggest the removal of the charges for the neck and resubmission to my insurance as a possible resolution.
  

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

  Thank You, 
  *********************************
  
  
  
  

  
  

  Business response

  07/25/2024

  We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns

  (business requests response not be published)

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the 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.
  
  Bon Secours reached out to me and admitted to making a mistake in providing me the estimate - something about pulling the wrong insurance. I even have a recording of their admission of liability. However, rather than accepting accountability they offered me an additional 20% discount. Again, they quoted me $485, I've already paid $387.81 (with the initial 20% prompt pay discount), plus $303.89 for the reading of the test (which they failed to explain was not included), and they still want me to pay them an additional $444.92. I offered to pay up to $194.19 because 20% above the estimate is the generally acceptable maximum margin of error (I did not include the $303.89 in this calculation). They were not willing to meet this compromise, so we have yet to come to a mutual resolution.
  
  Regards,
  
  *********************************
  
  
  
  
  

  Business response

  08/06/2024

  Good morning,

  thank you for bringing this to our attention. 

  We would like to advise you that "We have reached out to the patient, and we were able to have a discussion about the findings and the resolution of their concerns."

  Thank You,

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

  Operations Support Analyst 

  Customer response

  08/06/2024

  Better Business Bureau:
  

  I am frustrated that it took over six months and the involvement of multiple third parties in order for Bon Secours to behave ethically, but I am relieved that they finally did the right thing. They've removed my remaining balance in reference to complaint ID ********, and I find that resolution to be satisfactory. 

  Regards,
  *********************************
  
  
  

  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a health care summary/EOB from my insurance company, Anthem HealthKeepers, on 12/20/2023 stating that I owe Bon Secours $******** for a surgery that I had on June 9th, 2022. In addition to that, I learned there is another outstanding charge for ~$699. I have already paid for this surgery on October 5th, 2022 in a total of $680.46 to Richmond Aesthetic Surgery, the facility that employs the surgeon who did the procedure on me. I was told that this was "the big bill" and that there were no more outstanding charges, especially given that this bill includes "mastectomy" in the itemized section, which is the surgery I was getting. According to Anthem, Bon Secours incorrectly submitted a claim to them four times, and that's why it's taken so long for this ******** bill to arrive to me. Now, Bon Secours doesn't yet have this bill showing up in their system, but it will-- it was only just approved by Anthem so they said it takes a few days. This is not right. I paid for this surgery already. I am being double charged and I have the billing codes to prove it. One says "mastectomy" and one says "breast reduction". Interestingly, the breast reduction code was dated AFTER the mastectomy...which defeats the purpose of a mastectomy. In total, they are saying that I received $81,500.18 in surgery for a simple FTM top surgery (I am a trans male). This is not right. There were no complications or follow up procedures. I have additional information and recorded phone calls with Anthem and Bon Secours-- please contact me to put an end to this madness. I am at my **** end. Bon Secours is wrongfully billing me well beyond what is reasonable and expecting me to pay for something I was led to believe was paid in full. I haven't even gotten into them attempting to wrongfully bill me $17K 3 times prior to this. I have included a word document containing my notes and account numbers from today. I have audio recordings of some of my phone calls that i can provide upon request.

  Business response

  01/15/2024

  Good Afternoon,

  We have completed a review of your account ending in **** for date of service 06/09/2022.  Our investigation revealed the corrected remit from your insurance company has been posted and your responsibility and remaining balance is $779.06. The services were billed appropriately. We understand you have spoken to one of our **************** Representatives and you have accepted a monthly payment plan on your balance and your account is current. 

  Sincerely,

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bon Secours has been unsuccessful in issuing me a refund from my visit 6/11/23. I have spoken with them on numerous occasions. First, they said a check was mailed but O never received and now I have found out that they have been trying to debit an amount of money back into my account with no success. I have requested to speak to a manger but have not even received a call back. I would like to have the ability to go and pick up a check from the ********** campus.

  Business response

  01/03/2024

  Please See Attached

  Business response

  01/03/2024

  Bon Secours Mercy Health

  PO Box *****

  Richmond, ** *****

   

  1/3/2024

   

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

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

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

   

  Re: Better Business Bureau # ********

   

  Dear *********************:

  Thank you for taking time to reach out to Bon Secours to explain your concerns. We regret any inconvenience you have experienced and appreciate your cooperation with our team. We have conducted a full investigation to resolve this matter fairly. We have completed a review of your account ending in **** for date of service 06/11/2023. Your refund was processed on 12/23/23 and the credit was applied back to the credit card you used to make the payment. It may take 2-3 business days for the credit to appear on your account, depending on your banks process guidelines. We hope that this response will be helpful in addressing your concerns. Bon Secours St. Francis Medical Center remains committed to the provisions of quality care for its patients. We thank you for sharing your concerns with us as this feedback provides us with an opportunity to evaluate areas for continuous quality improvement.

   

  Sincerely,

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

  Operations Support Analyst

  Customer response

  01/11/2024

  This has been resolved with Bon Secours.  Complaint ID #20994779

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an estimate for a recent ER visit for about $1800 but when I received the bill it was about $5700. When I call the office i get told different things each time. I am getting the run around and would just like to figure out a price that is closer to the estimate because it is vastly different. Last week I was told that a manager would review my case and this week I was told that that was not going to happen and that I needed to contact my insurance. This is ridiculous.

  Business response

  09/12/2023

  Morning All,

  We are still working on getting the information needed to help us come to a final determination and prepare a valid response to the patients concerns. 

  We do ask for an extension while we work toward a resolution.

  Thank You!

  ************** 

  Customer response

  09/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  

  You can have an extension, is there a way to put my account on hold so I dont get sent to collections while we resolve this?

  
  Regards,
  
  *******************************
  
  
  
  

  
  

  Business response

  09/18/2023

  This account had already been placed on hold and at no risk of going to collections. 

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  

  Great, thank you!

  
  Regards,
  
  *******************************
  
  
  
  

  
  

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  can I please get the document in a pdf form? Its not loading for some reason. Thank you! 
  
  Regards,
  
  *******************************
  
  
  
  
  

  Business response

  09/21/2023

  Duplicate Response Letter Submitted

  Customer response

  09/21/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  There was no compromise or offer so I decline it. I was given the run around by your dishonest employee. I had to call multiple times and was given different answers each time. 
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  went to emergency room on 5/21/23 for health concern was sent home and hospital call back morning of 5/22/23 and requested that i immediately return to hospital. I returned morning of 5/22/22 and was admitted that same day for being septic. Hospital did not submit a authorization and Insurance denied to pay bill now Hospital is trying to force me to pay bill. My issue is hospital failed to request authorization for emergency and now expects me to pay bill.

  Business response

  07/25/2023

  Good *********************** and Anthem BCBS is currently working together to try and resolve this issue.  We've provided Anthem with the information we were given as far as an approval in which Anthem states is being researched.  We did also ask about the remittance they sent us stating that the patient is responsible for the balance and they disputed that.  Our office provided them with the remit date/number codes, etc. that state this information.  The Anthem BCBS Rep informed our office that they are sending an inquiry to the Home Plan on 7/19/23 for clarification of the claim adjustment and if there in fact is any Patient Responsibility.  We are waiting for their response to that review.  We ask to be patient and the possibility of an extension while we work to help resolve this for our patient...

  Thank You, 

  ************** 

  Customer response

  07/26/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for $396 for an EKG done on 5/9/23 due to billing error by bon secour cardiology under a non covered diagnosis. My insurance covers EKGs however the ekg was denied because it was billed by ********** cardiology under a non covered diagnosis. I have called the phone number on the bill however am put on hold with no answer. I have left message in mychart with the billing department and am told repeatedly they are reviewing the account with no resolution.

  Customer response

  06/13/2023

  See attached invoice for 396$

  Business response

  06/16/2023

  We have completed a review of your account ending in **** for date of service 05/09/2023.  Our investigation revealed that the code used when your claim was billed was incorrect. After reaching out to the Billing and ***************** Leaders, they confirmed that the code was removed, the correct code was added, and a corrected claim has been rebilled to your insurance company.  I understand that one of our **************** Representatives spoke to you on 6/15/23 and provided you with the findings and the resolution.  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am attempting to contact this business to negotiate my bill before it goes to collections. They left me on hold yesterday, without ever answering. Today they answered after an extremely long hold, then immediately hung up in my face. They need to call me at ************ and leave a phone number where I can actually talk to someone instead of being left on hold indefinitely.

  Business response

  06/15/2023

  Hello,

  Our office reached out to ****************** on 6/12/23 and left a message for him to return our call.  He did return our call a short time later that afternoon and he spoke to one of our representatives.  He requested that we put a hold on his account from going to collections as the Pt. Advocacy Team for his ****************** was overwhelmed and cannot get to his case right now.  So he's asking for more time so that they can speak to ** about his claim.  He did not provide an estimated time as to when his Health Share Advocates would be in contact with our office. But as a courtesy, he was provided a temporary hold on his account.  

  Customer response

  06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and it resolves the communication issue I was having with St. Francis.  The money owed is a separate matter and is not resolved. 

  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been on a payment plan for a large hospital bill from July 2021. I have been paying on time each month via autodraft from my checking account. In November of 2022, I received a notice from Bon Secours informing me that as of 12/1/2022 Bon Secours is moving to a new payment partner and that my current auto draft for my payment plan arrangement would be terminated. They further said that I will begin receiving monthly payment arrangement letters reflecting the amount due and the new due date. The last bill I received was on 12/20/22 with a due date of 1/17/23 for my arranged payment amount of $91.48 which I have faithfully paid on time each month subsequent. I paid that bill on 1/13/23. I also paid online for February and March, and when I attempted to pay in April my account reflected a zero balance and no payment due... then I get a notice stating that I am in collections, when my account had always been current and I can show my payments to Bon Secours using the same online portal I had paid through for 3 months after the auto draft terminated. I am not at fault for whatever clerical error has occurred here sending my good standing account to collections. I have tried to contact Bon Secours multiple times to no avail. I have also reached out to the collection agency to explain and they continue to send collection notices. I will go ahead and pay this bill in full, even though I was on a payment plan, as soon as Bon Secours takes this out of collections and removes any derogatory remarks from my credit report!!

  Business response

  06/13/2023

  Hello, We would like to ask for an extension to resolve this case with the consumer.  We were able to speak to ************************ via a Live-Chat on 6/6/23 where our representative informed ************************ we would pull the account from the collection agency and wanted to re-set her account up on a monthly payment plan as stated in the letter she received.  However, ************************ did not want to setup a payment plan at that time.  Our office has made attempts to contact ************************ a few times but have had to leave messages for a return call each time.  As of this response, we have not heard back.  We are willing to help out the best way possible, but we would need her to contact our office to discuss those options and come to a final, satisfactory resolution.    

*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. ↩