ComplaintsforBon Secours St Francis Medical Center, Inc.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the ** on 2/22/23. I was asked to pay the bill and given an amount. I paid the bill with my flexible spending card, $1177.22.Weeks later I reviewed the *** from my insurance company and they said that I only shouldve been charged $634.44 I was overcharged by $542.78. I called the billing department and they acknowledged I was due a refund. The operator said it could take up to 30 days. Its now May still no refund. When I called back to check on the status, they said theyre withholding my refund until they receive all the funds from the insurance company. This time the operator said that wasnt right and would escalate the case to her manager still no refund. I need my $500+ dollars to pay remaining doctor ******

  Business response

  05/25/2023

  We have completed a review of your account ending in **** for date of service 02/22/2023.Your insurance plan paid more than the original estimated amount provided. Please note, your insurance confirmed that the claim is still pending further review.Your refund of $542.78 has been processed and sent to you via the US *************** Please allow **** days for receipt.

  Customer response

  05/30/2023

  [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

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  St. Francis Medical Ctr has price gouged me on a medical bill from October 21, 2022. I have a third party (Self-Pay Advocates) trying to negotiate the bill for me. Self-Pay Advocates have been trying to reach out to St. Francis since early April of this year. St. Francis puts them on hold and never comes back on the line, according to my representatives at Self-Pay Advocates. I require St. Francis to contact my representatives at Self-Pay Advocates ASAP to resolve this issue. Their number is ************ and their email is ********************************** paid the amount to St. Francis that my health share deemed a reasonable charge on March 1, 2023. If they do not wish to contact Self-Pay Advocates, they are free to dismiss the remaining charges on my attached bill.

  Business response

  05/30/2023

  We have completed a review of your account ending in **** for date of service 10/21/2022.  Please note, Bon Secours Health System is not contracted with ********************. Self- Pay Advocates expects that we will accept the $635.26 payment that Liberty Health Share made towards your account as payment in full. Because we are not contracted with ********************, the balance is your responsibility. As a courtesy, we did apply a self-pay patient adjustment of $2076.86 on 12/29/2022.  After the payment of $635.26, this brings the balance and your responsibility to $2,480.03. Please contact our office at ************ at your earliest convenience to make arrangements to resolve your balance. Please also consider completing a financial assistance application to determine if you qualify for any additional discounts.

  Customer response

  05/30/2023

  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.
  
  St. Francis is grossly over charging me.  This is an ongoing matter I am working with ******************** and St. Francis to resolve.  ******************** had to end their partnership with Self-Pay Advocates and is beginning a new program to help people pay their balance bills.  Hopefully the new advocate (with LHS) will be able to get St. Francis to adjust their bill to a reasonable amount, the amount I have already paid. 

  I received a final bill from St. Francis and will make arrangements, if necessary. 

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

• Initial Complaint

  04/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a scheduled surgery for Jan.24, 2023. Prior to that I received a call requesting for payment because I did not meet my deductible at the time of the call. I paid $1,262.84. By surgery date I had met the deductible and had an overpayment of $201.16. Prior to surgery date I had other testing that cost $185.07 and therefore received a separate bill. I had originally asked them to take the overpayment and apply it to the bill of $185.07. I was told this was not possible and that the credit balance would be sent to me. In the meantime I still had the bill of $185.07 to be paid by a specific date. I made this payment from being late. I received a check in the amount of only $16.09. They took the overpayment from the $1,262.84 and applied it to the $185.07 to the bill hence the check for $16.09. But since there was a payment applied separately to the same bill of $185.07 I am in need of this refund please. I have placed numerous calls with extremely long wait to only get another representative who cant see pass what is going on. Certainly a waists of time. I placed a call to the hospital and was advised this would be sent to someone hire up but that also lead me no where. We are now getting ready to go on the 4th month with no resolution and here I am having to go this route in hopes of advancement.

  Business response

  05/02/2023

  We have completed a review of your accounts ending in **** and **** for dates of service 1/24/2023 and 1/13/203, respectfully.  Our investigation revealed that a portion of your credit was transferred from the account ending in **** to the account ending in ****, coinciding with receipt of your payment of $185.07, resulting in a credit balance. Your refund has been processed, and a check for the amount $185.07 will be sent to you on or around 5/10/2023.  Please allow **** days for receipt via the United States Postal Service.   

  Customer response

  05/02/2023

  [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

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am 80 years old and alone. I am on ********* In 2011 I had received repeated bills of $319.00 from Bon Secours Medical Group for cardiology services provided by ********************************** on March 1, 2011. I had called the doctor's ****** several times and advised them that I am disputing the charges because I was on ******** and hence no fees are applicable. Each time the doctor's ****** agreed and said "it will be taken care of". **** Nbr is ********. I believed them. Now in February of 2023 after 2 years, to my shock I got a letter from collection agency *********************** asking me to pay the $319.00. Reference Nbr is ********. Then I called Bon Secours at ************ to dispute the charges but they said this was an old legacy case and gave me a different number to call ************. The calls are being made since February 27th where a female voice asks the caller to leave a message but nobody is returning calls. I am complaining against Bon Secours as they are harassing me. I dispute these charges of $319.00 and I request BBB to help cancel these charges and advise collection agency *********************** to clear this billing amount from my account and clear MY RECORD. Since I am on ********, the balance should be zero as I do not owe anything to the medical group. This is terrible - harassing an elderly person like me who is on ********* Bon Secours is not doing their due diligence and is harassing their patients. I dispute the bill of $319.00 service charges and request that Bon Secours be written up for creating fraud charges against patients. I am attaching the debt collection notice letter from ***********************. I am also attaching a consent letter which gives permission and consent to my daughters to speak on my behalf.

  Business response

  03/21/2023

  Good Afternoon,

  We have completed a review of your account ending in **** for date of service 02/03/2021.  Our investigation revealed that your account should not have been sent to an outside collection agency. We have adjusted the balance for this date of service to zero. We have informed the collection agency of the error and requested they cancel the account.  *********** does not report to the credit bureau and your credit was not affected in a negative way.    

  ************** 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally dispute the egregious collections charge sent to ***** Collection Agency from Bon Secours St. Francis Medical Center that I received on December 4, 2021. (Of note, the letter is dated 11/19/21 but I am just now receiving it – nearly two weeks later.) On September 21 at 10:56am, I spoke with a Bon Secours representative (*******) about setting up a payment plan of $*** per month on my outstanding balance for account #************ We (******* and I) agreed to the $*** per month that I had been paying (if not more) since my first bill for this service. She informed me that I would receive an updated statement reflecting this new payment information. This statement never arrived, neither online OR via postal mail. In any case, I continued to pay the $*** in November. After my last payment, I logged back in to make another payment at the end of November only to find a $0 balance, with NO other communication. I reached out (by phone, which was unanswered as always) and via message through MyChart, which was also unanswered. Attached are screenshots of the multiple times and ways that I attempted to contact Bon Secours billing regarding my balance, many of which completely unanswered. Additionally, calls to their “customer service line”, if answered, resulted in holds of up to one hour at times, and mostly went unanswered. As a working professional, I did not have the time – nor should I have had to – call back daily to get a response on HOW to pay my bill. Since April I have paid more than $***** towards this bill, and had reached out to Bon Secours since May to try and arrange a payment plan. Today, upon receiving his collections notice, I attempted to login to the ***** system (including entering my SSN) only for my login information to “not be valid” after my password setup was complete. As par for the course, I was hung up on three times in my attempt to call and speak with someone at ******

  Business response

  02/17/2022

  Please see attached letter that was sent to the patient December 22, 2021.

*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. ↩