ComplaintsforEvergreen Hospital

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am contacting better Business bureau because I have been in contact with evergreen health since February 2024 wanting to set up a payment plan with them. I have called several times and each time I'm told "okay this request will be reviewed and I will get a message back from them in 30 to 45 days to see if it's possible to set up a payment plan". I have not heard back from them since April and now I got two collection notices in the mail. I am upset because all I want to do is make payments on my bills And I do not understand why my bills, there are two of them got sent to collections. When all I've done this whole time is call them to set up a payment plan. What I would like is for evergreen health to pull my two bills out of collections and allow me to make payments on them like I've been requesting. My husband went through prostate cancer situation and I am making payments on all the medical bills that have come from that it's very overwhelming.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an annual physical exam with *********************** on 2/5/2024 at Evergreen Health Primary Care - Canyon Park. I am charged an extra amount for an office visit that was never disclosed. During the visit, I told the doctor I was there to do a physical exam and I didn't have any issues to discuss with her. And in her summary she stated I didn't have any concerns. However, they charged me a separate office visit fee because they say the provider reviewed patient's prediabetes diagnosis (which was a metric from last year's physical exam). I didn't ask the doctor to discuss or review anything with me. I asked them how I am suppose to do a regular annual check up without being charged additional office visit. They didn't response.I checked ****** review of this place, and I am not the only one being charged for this unreasonable office visit fee. Can you please help?Thanks!

  Business response

  05/08/2024

  Patient ****** reached out to our office on March 13, 2024 questioning her statement and billing.  We promptly sent this for a coding review and determined that her annual physical exam charge and additional level 3 E/M charge were supported based upon the providers medical documentation. Office visit appointments that combine both preventive and problem-focused care are billed separately based on CMS guidelines. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There are a few bills for some visits, which I paid via my HSA account. The ********************** seemed to have not received it. I called multiple times to correct it, but the person on the phone said they cannot help me and asked me to send the documents in the mychart system. I did that. Then the people in mychart system said because I called them the problem is probably resolved. I replied that it's not, and got no more reply. I also filed a ticket in their contact me webpage and got no reply. At some point the balance is removed from my account, I thought they have finally found the payment. No. They sent it to collection. I'm filing a complaint because I have gone through enough bureaucracy h*** and still could not speak to the person who actually manages my bills. This system is terrible.

  Business response

  11/22/2023

  November 22, 2023
  
  
  Better Business Bureau
  Complaint # ********
  
  
  
  To whom it may concern:  
  
  EvergreenHealth has carefully reviewed the dispute presented by *************** and greatly appreciate the feedback shared.  
  
  Unfortunately, due to the limited information provided and lack of a good contact number for this individual, we are unable to confirm, or provide a satisfactory resolution.  
  
  Our office would like to work with *********** to ensure her concerns are fully heard and resolved.  I encourage her to reach out and schedule an appointment with our billing office to review further at ************ or to discuss over the phone at ************. 
  
  Thank you, 
  
  ************************************
  Patient ********* Services Manager

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am unable to schedule any office visit using the portal. I tried contacting customer service but they don't respond to my messages.See screenshot. Please fix your portal so that I can schedule my visits.

  Business response

  09/21/2023

  Evergreen continues to build our online scheduling resources with a goal of making as many visits available for online scheduling as possible. We have investigated the error mentioned in this statement and fixed it across our system. Our organization is committed to providing multimodal care and access to our community and in the event of an online scheduling issue all visits remain available to schedule via the clinic or over the phone.  We apologize for the inconvenience this may have caused and truly appreciate this being brought forward for resolution. 
  

  Customer response

  09/21/2023

   
  Complaint: 20588950
  
  I am rejecting this response because:

  This issue is still not fixed and I am getting the same error that I posted in my initial complaint.
  
  Sincerely,
  
  Rohit Sud

  Business response

  10/17/2023

  We appreciate the additional feedback and were able to remove the error the area that the patient was using to schedule. We also confirmed that the length of time since when the patient had last been seen was preventing them from having full self-scheduling access to their provider. Once they have an additional visit with their provider which was scheduled in October that limitation is removed providing them the full self-scheduling access that they were seeking. If the patient has additional scheduling needs,they are welcome to call their clinics scheduling team. If they are encountering additional scheduling decision tree issues, they are welcome to contact our MyChart support team at: ************. 

  Thank you kindly, 

  EvergreenHealth

   Director of Digital & Virtual Health

• Initial Complaint

  08/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  charge bill for preventive care for standard blood test, found out that they miss the code and they are going to take ***** business day to review, and ruined my credit for bill that should not be done. Please investigate and record this vendor that is unacceptable

  Business response

  08/31/2023

  EvergreenHealth has reviewed the lab coding, and it has been deemed correct, based on the patients medical issues and cannot be billed as preventative.  We have not sent any balances to a collection agency and or the credit bureau.   For assistance in resolving the open balance and or additional questions please feel free to contact our office at ************.
  
  Thank you,
  EvergreenHealth Professional Billing

  Customer response

  09/05/2023

   
  Complaint: 20494784
  
  I am rejecting this response because:I refused to accept the evergreen health response, it's inaccurate.   On July 8, 2023 I complaint to my ******* ***************** that I got a bill for my standard bloodwork and he's agreed that it was a preventive standard bloodwork so he wrote email and sent it to the evergreen health billing department to correct it.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled a routine physical appointment with my primary which is covered 100% by my provider with no copay. When I arrived they informed me they had scheduled me for a prescription renewal visit (15 minutes) and there wasnt enough time for a physical. My prescriptions were renewed to prevent me from running out before my physical could take place. I then received a $209.00 bill for the service that I didnt request and still had to make another trip for my annual and I am being charged their mistake on the initial visit. I have disputed it twice with no relief and past due notifications that werent supposed to happen until the reviews were completed. I am being strong armed by the threat of collections and have paid the bill. I am looking for account credit for their mistake.

  Business response

  08/16/2023

  This appointment was scheduled 4/17/23 as a Medication Check only visit type. This appointment type was not changed or updated, and there are no notes indicating any other services were being requested.  Our coding department reviewed the patient's medical record and determined the billing and coding is correct. This visit applied to the patient's deductible which they would be responsible for, the patient can reach out to their insurance carrier to determine if charges were processed correctly. 

  Customer response

  08/16/2023

   
  Complaint: 20469419
  
  I am rejecting this response because:
  The service they entered into their system is not what I requested. So of course they dont have a paper trail. The problem started @ **********. They charged me for a service that I didnt request.
  Sincerely,
  
  ***********************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I work at ********* and we have ****************** Evergreen hospital is an in network provider. Our plan covers childbirth classes 100%. My wife and I took 2 classes, 1 on 5/6 for $185 and 1 on 5/13 for $100. Evergreen told us that they could not bill insurance directly for these classes, and that we would have to pay out of pocket, then seek reimbursement through Premera after the classes were over. We paid 285 with a credit card and filed a claim with ******* as instructed. I spent 4 hours on the phone with Premera yesterday only to find out that Evergreen was paid directly by them, per **************** law, and our claim for reimbursement was closed. Evergreen has been paid twice for these classes, once by us and once by our insurance company. I am getting the complete runaround from both Premera and Evergreen Billing, who will not return any of my phone calls or just keeps me on hold for an hr then the phone line disconnects. I would like reimbursement for these covered services, per our insurance plan.

  Business response

  07/31/2023

  In reviewing this account, we have found that Premera paid EvergreenHealth in error for the childbirth classes.   We have reached out to our provider representative at Premera and was informed that the patient indicated the billing provider to be 'EvergreenHealth' for the class on the claim form they submitted directly, which then required Premera by contract to reimburse EvergreenHealth rather than the patient.  The payment made was refunded to Premera on 7/20, and Premera indicated once received it will take ***** calendar days for the refund to process and be issued to the patient. 

  Customer response

  07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I receive payment back within ***** days as indicated.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dad was admitted to the hospital and was charged 42K. ***************** *********** travel insurance) paid 22K. Hospital is asking us to pay remaining balance.My complaint is that this hospital has high discount rates with insurance companies like Aetna (70% discount). Why does a patient has to pay full amount for the same treatment because an insurance does not have a discounted rate?Invoice number M1760852

  Business response

  11/17/2022

  Please see the enclosed response. 

  Thank you, 

  ************;

  Customer response

  11/19/2022

   
  Complaint: 18366922
  
  I am rejecting this response because: Healthcare being a basic necessity, everyone should be charged the same amount for the same treatment. I will work with the business on financial assistance program, but everyone should be paying the same amount.
  
  Sincerely,
  
  *****************************

  Customer response

  12/06/2022

  Attaching the consent from my dad to discuss details about his medical bill.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am struggling to receive charity care from Evergreen Hospital stemming from a stay in the ** due to severe migraines from hypertension. I did not have insurance at the time as I was out of work. I submitted documents for charity care through the mail and after several months only received a 25% discount. Then I received a **** and past due notice for the full amount on 4/8/2022. Although I live across the street from the hospital, the bills come from **********, **** and arrive a week or more late than the statement date. I have asked the Hospital ******* Services to reduce the **** to 75% or to forgive it fully as I was out of work at the time of services and do not have sufficient funds to cover the ****. This is in line with President ******* April 5 Executive Order *****. "When families cannot afford to pay the cost of careoften because they are uninsured or underinsuredproviders have a responsibility to offer non-predatory payment plans or financial assistance to all eligible patients. While many do, far too many eligible patients report not receiving help."Thank you for any assistance you can provide in helping me get Evergreen Hospital to expedite my request and do the right thing.

  Business response

  04/20/2022

  Please see the enclosed response to this complaint. 

  Thank you, 

  Rebecca 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last year I went to take care of some health issues that I have. I gave them my information and confirm it with them. I provided my home address, personal email and phone number. For some reason they wrote down my home address wrong, and even though I engage with them several times, this problem never came up. One year I see that they have put my in collections, I try to reach out to the billing department, corrected the address, but they told me that they are unable to take the payment because they already send it to collection. I call the collection agency to fix the issue, and pay the money that was due, but they haven't remove me from the record the account on collections. They never try to reach out through the email that they have, and I have no account of them reaching out by phone either.

  Business response

  11/02/2021

  Please see the enclosed response to this complaint. 

   

  Thank you, 

  Rebecca 

  Customer response

  11/08/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

*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. ↩