ComplaintsforHenrico Doctors' Hospital

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Henrico Doctors' Hospital, a hospital I have NEVER set foot in, don't even know where it is, is sending me bills in the thousands of dollars for something that's not even described in the bill. I have called repeatedly asking about this, no one knows anything, they're all outsourced CS reps that probably don't even live in this state. They claim I should speak to their "patient advocate", which is ridiculous since I was never a patient of Henrico Doctors' Hospital. No one returns calls, no one knows anything, but the bills keep coming, and they have been hitting up my credit reports for some bizarre reason, which has to be some kind of financial crime.

  Business response

  03/18/2024

  We are in receipt of the complaint filed by ********************* and have thoroughly reviewed this matter. Henrico Doctors' Hospital-Forest strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ***************************** has reached out to the patient to explain in detail the outcome of the review conducted on the patients account and left a voicemail. If the patient needs further assistance, please have them contact us directly. Thank you

  Customer response

  03/18/2024

  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.
  

  No one has "reached out" to me at all. I did all the calling, left messages, and got nothing back. Now I have their collection branch (NPAS) calling me. Not one person has explained a single thing, or returned a call. I have REPEATEDLY asked for an itemized bill to be sent to me, and I have received NOTHING. I repeat, I want an ITEMIZED **** sent to my address on record. This is not hard to do. It should have been here by now. I can LITERALLY WALK THE FEW BLOCKS FROM MY HOME TO THEIR FACILITY TO PICK IT UP MYSELF. Itemized bill. That's the next step. I have a right to an itemized bill, I've requested it several times over, I've been told I'd get one, but they have not sent me one at all. 
  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business response

  03/22/2024

  We received the response filed by ********************* and have thoroughly reviewed this matter. Again, we want to apologize for any confusion or inconvenience experienced by the patient. On March 15, 2024, Henrico Doctors Hospital mailed an itemized statement to the address on file for the patient. A customer service representative from ***************************** has also tried reaching out to the patient to explain in detail the outcome of the review conducted on the patients account and left an additional voicemail with a direct number for a return call. If the patient needs further assistance, please have them contact our office directly. Thank you.  

  Customer response

  03/22/2024

  Better Business Bureau:
  

  I'm neither satisfied or not satisfied as I've yet to receive this itemized bill they claim they sent on March 15 (today is March 22), and a review of my Informed Delivery portal at the **** doesn't indicate anything is being delivered soon. So...whatever...I'm shocked, shocked to see that, yet again, no one is being remotely honest about this.  I recieved some call with a number from some entity called "NPAS", which is the collection strong-arm branch of this private-equity owned entity. After leaving repeated messages for their "patient advocate" and never being able to connect with anyone, I'm not ****** likely to ever call their dehumanzing, corrupt, unethical, dishonest, dishonorable offices (wherever they are, because they clearly have NOTHING to do with the hospital ER I ACTUALLY WENT TO).  But thanks to these thugs, I've had to cancel what little health insurance I could afford without getting the one thing I've wanted for the past ten years (a mammogram, as my mother and maternal grandmother both died of breast cancer in their 50s). Nope. These thugs need to make sure they have the latest Porsche, after all! So ****** whatever. I will NEVER EVER EVER go to a doctor or hospital again. It's all just disgusting greed and grift and lies and dancing around laws that are meant to protect people. There's a special place in h*** waiting for people like these animals. 

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

  
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have two bills with this hospital for services provided in July 2023. I called in september and asked for hardship information to be provided to me. I keep receiving past due notices and no hardship paperwork to complete. I've been told it was sent on November 14th and again on December 5th. I have now received two notices which are threatening to refer me to collections for not resolving the balance. The hospital offers assistance programs for those that need help with balances, but they do not provide the information as needed.

  Business response

  01/22/2024

  We are in receipt of the complaint filed by *************************** and have thoroughly reviewed this matter. Henrico Doctors' Hospital strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from ********************** has reached out to the patient to explain in detail the outcome of the review conducted on the patients account. If the patient needs further assistance, please have them contact Henrico Doctors' Hospital directly. Thank you.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 01/08/2022, I was treated at Henrico Doctors/****** Road Hospital ** room. I provided my correct name address, telephone number, and insurance information. My PII information was lost and they were sending my information to a previous address. The ** visit should have been covered by my insurance company if the documents had been properly submitted. I contacted the billing office on two occasions and provided the updated information. However, they have yet to submit the information to my insurance company. During the interim, the company sent the information to collections. This information has been sent to the credit bureaus and my excellent credit has been damaged. I sincerely desire to resolve this issue, satisfy the full debt, and *****************. There appear to be some faulty negligent record-keeping practices. Firstly, my correct information was not submitted to the insurance company for payment. Secondly, the billing information may have been sent to an incorrect address jeopardizing my identity safety. Thirdly, I made 2 telephone calls (07/31, and 08/11/2023) providing the correct information and requesting that the bill be sent to my insurance company in an attempt to resolve the issue.

  Business response

  08/15/2023

  We are in receipt of the complaint filed by ********************* and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Based on our review of this account, we are unable to bill the patients insurance. At this time, the account is currently reflecting a $0.00 balance. We would also like to advise that the patients account was not submitted to the credit reporting agencies. If the patient needs further assistance please have them contact Henrico DoctorsHospital directly. Thank you

  Customer response

  08/16/2023

  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.
  

  I apparently have a balance and have called the billing office 3x to resolve the issue. My request is to have the balance  sent to my insurance company **/BS for payment. There is a balance on my credit report and I am unable to get more details expect that it is related to my 01/08/2022 ER visit. My second request is that Henrico contact the collection agency and have the incorrect information removed from my credit report.  Henrico exhibited negligence by mishandling my account information, sending my PII to an incorrect address, failing to send  my account balance to the insurance company. and then sending information to a collection agency. I attempted to contact the billing office today unsuccessfully apparently due to telephone issues.
  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business response

  08/21/2023

  We are in receipt of the response filed by ********************* and have thoroughly reviewed this matter. We again apologize for any confusion or inconvenience experienced by the patient. Based on our review of the attached correspondence, Wakefield and Associates, LLC is an entirely different entity from Henrico Doctors Hospital. The account referenced in the correspondence appears to be related to emergency services provided. A patient almost always receives a bill from the physician or ancillary clinical staff separate from the bill of the facility. Henrico Doctors Hospital cannot speak to the bills from other healthcare providers. The patient would need to address their concerns directly with them. As mentioned previously, the patients account with ******************************************************************** is currently reflecting a $0.00 balance and the patients account was not submitted to the credit reporting agencies. If the patient needs further assistance please have them contact Henrico DoctorsHospital directly. Thank you

  Customer response

  08/24/2023

  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.
  Henrico Doctors/****** Road Hospital ** appears to have failed to submit the ** visit bill to my insurance company and sent it to collections.They also failed to correctly document my PII and sent the bill to an incorrect address. The usual process for the medical facility is to send the bill to the insurance company and then the patient pays the remaining balance. Did Henrico Doctors/****** Road Hospital follow the standard of practice? My insurance covers for ** visits. I believe that this is a scam because of my senior status and an attempt to force me to pay exuberant fees for the negligence of Henrico Doctors/****** Road Hospital **.
  I am requesting that the bill be sent to my insurance company first and then they will send me the appropriate balance information. I will then satisfy the obligation. I am also requesting that Henrico Doctors/****** Road Hospital send me the original bill. Westfield and Assoc. has no pertinent information for  me.

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

  
  

  Business response

  08/25/2023

  We are in receipt of the response filed by ********************* and have thoroughly reviewed this matter. Again, we would like to apologize that the patients experience was not elevated to meet our ************ and values.Based on further review of the account, insurance information was not provided at the time of service. As a result, an uninsured discount and charity was applied to the account to assist the patient in resolving the balance. In 2022,multiple attempts were made to reach the patient, but these were unsuccessful. On July 31, 2023 insurance information was provided by the patient; however, we are unable to bill the patients insurance due to timely filing guidelines. As mentioned previously, the account with ******************************************************************** is currently reflecting a $0.00 balance. Wakefield and Associates, LLC is an entirely different entity from Henrico Doctors Hospital and Henrico Doctors Hospital cannot speak to the bills from other healthcare providers. If the patient needs further assistance please have them contact Henrico DoctorsHospital directly. Thank you

  Business response

  08/29/2023

  We are in receipt of the response filed by ********************* and have thoroughly reviewed this matter. Again, we would like to apologize that the patients experience was not elevated to meet our ************ and values. As mentioned previously, we are unable to bill the patients insurance since the insurance information was not provided within timely filing guidelines. Henrico Doctors Hospital cannot speak to the bills from other healthcare providers. We encourage the patient to reach out to the creditor this entity, Wakefield and Associates, LLC, is collecting on behalf. If the patient needs further assistance please have them contact Henrico DoctorsHospital directly. Thank you

  Customer response

  08/29/2023

  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.
  

  I have requested to be sent the original bill/ invoice. This is a service  covered under the Patient Bill of Rights. I have attempted to reach out to Henrico /****** Doctors Hospital unsuccessfully. Please provide me with the name of the contact person that I need to speak to.

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

  
  

  Customer response

  08/29/2023

  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.
  

  I have requested to be sent the original bill/ invoice. This is a service  covered under the Patient Bill of Rights. I have attempted to reach out to Henrico /****** Doctors Hospital unsuccessfully. Please provide me with the name of the contact person that I need to speak to.

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

  
  

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11*25*22, my wife *************************** was taken to the emergency room and admitted with concerns of sepsis related to end-stage Alzheimer's disease. She was in the hospital 2 days (11*25 - 11*26) after which she was released to our home on hospice care. She passed away exactly one month later on 12*25*22. I received a **** on 5*20*23 account #*********** for $902.61 from ***. I called and spoke with ***** regarding these charges as I was told all hospice charges would be covered 100%, and I should not owe anything. I called Aetna on 5*30*23 and called Henrico Doctor's *** to have a hold put on the account until it was sorted out. ***** stated I owed nothing and not to pay the ****. ******** should have been ****ed. The hospital stated they ****ed ******** already; however, I never received anything from ******** showing any indicate this **** had been sent to ******** (*all other charges related to the visit were covered at 100% and paid by ********) as I was told they would be. ***** said do not pay - ******** owes and the hospital has been instructed by Aetna to **** ********. However, I received another **** on 6*15*23 from *** for the same amount. This time, Aetna did three-way phone call with Henrico Doctors**** to resolve the issue. *** and ***** argued back and forth regarding who owed the charge and finally the Aetna representative informed *** my wife died in December and the estate was closed prior to being ****ed for this amount to settle the argument. The woman at Henrico Doctor's * *** acknowledged her death and said to resolve the charge and close the account to $0 that I needed to send a death certificate to PO Box ******, *********, ** *****. I sent the death certificate via certified mail as requested expecting the issue to be resolved upon receipt. However, on 7*27*23 I received a **** from a collection agency * debt collector (Medicredi - Reference #*********) instead of closing the balance out as I was told on the phone it would be.

  Business response

  08/03/2023

  We are in receipt of the complaint filed by *************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the complainant. We are currently working diligently in researching the complainants concern. We are requesting additional time to fully research this matter to reach an acceptable resolution. Thank you

  Business response

  08/07/2023

  We are in receipt of the complaint filed by *************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the complainant. Based on our review of the account in question, the balance has been adjusted and it is currently reflecting a $0.00 balance. The complainant will not receive further communication regarding this account. If the complainant needs further assistance please have them contact Henrico Doctors Hospital. Thank you.

  Customer response

  08/08/2023

  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.
  

  Yes, the balance should be zero. I did as they asked and sent the death certificate; however, instead of settling it to zero, HCA instead sent the bill to a debt collector Medicredi (reference # *********) for $902.61, which states "*************************** received services from Henrico Doctor's ********************** with account #***********. As of June 15th 2023 you owe $902.61."  The document is attached and shows it was not adjusted to zero, but instead sent to debt collection.  We would like evidence from Henrico Doctor's that they have contacted the debt collector and and paid / adjusted the $902.61, so $0 is owed to Medicredi (debt collection initiated by Henrico Doctor's ********************** for an amount I was told via three-way phone with Aetna and HCA that would be settled to $0 once the death certificate was received -- this clearly did not happen.  The issue is the bill was erroneously sent to debt collection - we need that error corrected by the hospital. Please see attached documents showing exactly what was received from a debt collector related to this bill.  We would like the $902.61 settled by HCA with the debt collector.  Please provide evidence the debt collection issue has been settled by Henrico Doctor's.  
  
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  08/09/2023

  We are in receipt of the complaint filed by *************************** and have thoroughly reviewed this matter. Again, we would like to apologize for any confusion or inconvenience experienced by the complainant. ***** to receiving this complaint on July 30, 2023, the account was recalled from our vendor Medicredit on July 26, 2023. At this time, our records indicate the account is currently reflecting a $0.00 balance. A letter confirming this has been sent to the address on file. If the complainant needs further assistance please have them contact Henrico Doctors Hospital. Thank you

  Customer response

  08/09/2023

  [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

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction 12/5/2023 On 12/4/2023, I broke and sliced my finger open. The next morning the finger was still bleeding so I went to the Emergency Room at Henrico Doctor's ******* Hospital ** location. I gave the desk my information and sat down in the waiting room. After being in the waitng room for 3 minutes a ** came out took one look at my hand as said, at this point there is nothing I can do, you should have come in when it happened. That is fine.I left the ** within 7 minutes of walking into the **.The ** sent me a bill for $3000.00, simply listing ***************** Services". I have asked for an itemized bill on 5 different occasions and I have never received anything more than one charge for "***************** Services". The problem is: They have sent the bill to a debt collector and it is now affecting my credit, despite the fact they cannot and will not provide me with an itemized bill.

  Business response

  07/11/2023

  We are in receipt of the complaint filed by ***************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. Based on our review of this account, on February 8, 2023 and May 24, 2023, itemized statements were sent to the patients address provided at the time of service. We also reached out to our vendor, Medicredit, regarding requests made to them by the patient and on July 10, 2023, the patient also requested an itemized statement be sent to the address on file. Please allow time for this request to be processed and fulfilled. We would also like to mention that the patients account was not submitted to the credit reporting agencies while placed with our vendor,Medicredit. If the consumer needs further assistance please have them contact our office directly. Thank you

*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. ↩