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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I went to the emergency room on 6/25/2023 to have a flexible foreign body removed from my esophagus. It was a very routine procedure, with no complications. I received a bill for the appointment that was obviously way too high for what had been done. I reached out to the billing department to ask them to just provide me with a more fair/accurate amount to pay they refused. In a way, it was good for me, because it meant that I had to review the bill myself and it turned out that they overcharged me way more than I thought. The largest billing item appears to be that they charged a facility fee under the *** code *****, when in fact, it should only be *****. I have brought the matter of this specific line item to the attention of the billing department several times now, and they are simple saying that the ***** code is supported, but they are refusing to provide any documentation or rationalization as to how. As the patient who was there are the time of visit, it seems obvious that the reason they are refusing to provide the support for ***** over ***** is because it doesnt exist; the billing was clearly coded incorrectly. Despite this, I have tried to remain open-minded and let them explain their side of the issue; they refuse. Currently, I am going around in circles with this and not getting anywhere. In addition to not meeting the *** requirements for *****, from a purely ethical standpoint, nothing happened in conjunction with the E/M part of my emergency room visit that could possibly result in any substantial cost to the hospital, nor any substantial benefit to the patient; this is a matter of unethical billing practices through and through and it has gotten to the point where the only option is to have these shady business practices properly documented with a third party.
Business response
09/18/2023
I am no longer working in the ************************** at the University of Vermont Medical Center. Please reach out to their department at ************ or by emailing ***************************************************.
Thank you
Customer response
09/18/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The message did not reach the intended recipient, and no resolution was provided.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Customer response
10/08/2023
Not sure what category to choose here. There was no option for "the business took some action, but has not yet resolved my complaint".
The business has made some progress, including a partial bill adjustment, but the matter is not fully resolved. My plan is to reach out to them again this week and try to make them put a response in the BBB portal, as that would make me more comfortable to have the documentation with a third party.Initial Complaint
05/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My complaint is with the *** Billing Deptartment and an ER visit that happened on 5/5/20 due to a COVID scare. The charges on that date were very high, and what my insurance didn't cover, I started making payments on. I was paying a budgeted amount of $87.50 per month. After some time, I learned that it was a law now that any medical billing related to COVID were to be written off. *** disagreed and said this was incorrect. I kept paying until I heard this information again on the news. I contacted ********** and Blue Shield, our insurance company who ran it through their legal ***** and sure enough, all that was billed was paid by BCBS to ***. Since then however, I never received an accounting of all that I paid in. Individual statements were sent, but they made zero sense and showed only what WAS applied at the time. I could never see where all my payments totaling $1575 actually went to. I felt that I was due a refund. After numerous calls and dealing with rude condescending people in the billing office, I only ever received these statements which cannot be reconciled! I worked in billing for many years and know how to reconcile statements, even medical charges. All payments were rerouted to other charges, apparently, according to them, but I cannot see to what date of service, they were applied. They CANNOT provide this information or will not. In March, I received an email and went into 'myhealthonine' to see I finally DID receive a refund to the debit card I was making payments from! It was a mere $193.57. However...this refund was never received. I've called 3 times now only to be told, they need help looking into this and will call me back. NO ONE has ever called back. Money is owed, at this point I do not know how much as new charges have occurred this year, but I cannot get the refund that was shown to me nor can I get a clear accounting from them. I am at a loss and feel my rights are being violated. Please help me look into this. I may need a lawyer.Customer response
05/31/2022
The refund mentioned in my complaint was finally received however I do not feel it is at all correct. There is still no accounting
provided by *** Billing as to where my payments of $1575 were credited to, after ********** Blue Shield paid them in full
for my 5/5/20 emergency room visit. THIS is crucial. They have sent statements but they are not showing me anything. Nor, does
anyone call me back. It has been impossible to get someone on the phone that can explain this to me. I just paid my balance due
for charges incurred this year for $180.81. HOWEVER, I only paid this because they were threatening to send me to collections.
I do not feel I owe anything and as I stated earlier, I don't know where my $$ went.
Thank you,
*****************************Customer response
06/03/2022
I have not heard from the business in response to my complaint.
**Why are the ONLY 2 options - that I've resolved the issue OR I have not heard from the business? I HAVE heard from *** Billing but the issue is NOT resolved yet. The SAME manager I had talked to previously to resolve my issue called and couldn't have been more helpful AFTER she heard from BBB. I will not **** this as resolved since she told me it would be a week or so until I hear from her.
Thank you,
*****************************
Business response
06/07/2022
I am unable to open the screenshot documents. Please have have the complainant send the documents directly to the finance department person with whom she has been dealing.Customer response
06/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.**To Whom it May ******** I am not understanding your messages in this thread. My last message stated that I HAD heard from UVM Billing but the issue was not yet resolved. The screenshots I sent previously were explained but since then, I also explained that my payments to *** had been reconciled and that is what the screenshots were showing. I still have unanswered questions with UVM Billing and I am waiting to hear from them still.
Regards,*****
Business response
06/09/2022
I am not the correct person at UMMC to address this issue. Please continue to deal with ***************** Services. I do not have access to any financial or billing information. Is there a quality of care issue?Initial Complaint
02/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
February 22, 2022 I have never been to the University of Vermont Medical Center and have never received a **** for the supposed services I received there. The first notification I received about this matter is a letter from *************** Bureau LLC stating I received services from the University of Vermont Medical Center with account number ************ with a balance due of $235.50. I want specific information about this debt and want collection stopped on this matter. I do not believe this is my debt.Business response
02/28/2022
This is not my complaint. I do not know why my email address was used for this.
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