Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/7/2024 I had a CT HEART, WO CONTRAST,W/QUANT EVAL OF CORONARY CALCIUM at Gundersen Medical clinic 1122 US-61 ******* MN *****. I was told at my appointment at the clinic prior to this procedure that my insurance would cover the procedure but it did not. Soon after the procedure I received a bill in the amount of $225. I contacted the clinic billing ***** to ask why they billed me. They said they did not know and would check into it. I called my insurance company and they said that the never received a request for payment of the bill. I called the clinic billing **** again and told them about my conversation with the insurance company. They said they would check into it and I never heard from them. I called the insurance company again and they still did not have a bill from the clinic. I sat down in person with a representative of the gundersen clinic billing **** and shared that I still had no idea why I was charged this bill. She said she would look into and I never heard back from her. I called my insurance company and they sent a formal request for the bill in question and none was sent. I then called the clinic billing **** again and a girl named ****** said that the reason I was billed was it was a procedure not covered by insurance which I should have signed a waver for. She looked into and her records and found no waver form because I never signed one. The purpose of the waver form as I was told by a clinic billing ***** representative is for me to approve payment if no insurance covers the procedure. Had i known that I would be charged I would not have had the procedure. I never had that choice because I was never told and spent 5 plus weeks trying to find out why I was being billed. This is their error, I never agreed to a procedure that wasnt covered by insurance. I request that clinic pay the bill and give me an apology for the very poor way I have been treated. I have yet to pay this bill because I am contesting it.

  Business Response

  Date: 12/20/2024

  Hi ******* - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/10/2024, I had annual exam with Dr **** ******** that would be covered by my insurance as annual exam no cost. I was a new patient for Dr. ********* Gundersen policy is to schedule new patients for *** as outpatient visits and cannot book as annual exam. The patient is to request doctor to change to annual during the visit which I did two ways. I made it clear in "My Chart" (see attachment) and during the visit only annual exam and let me know if outside annual exam. My bill included annual exam and Outpatient Visit. In Oct. 2024 I started calling Gundersen multiple times a month about Outpatient Exam. On 12/17/2024, Billing (****) told me coding denied my request due to discussing micro fractures of my Achilles tendon. I told the doctor about the Achilles & no action needed. I've already seen a specialist & know how to treat. I showed her my Achilles and emphasized no action informing only. After my 1st call, a correction letter was sent to me. I thought it was about the outpatient visit. 12/17/2024, Billing said the letter was not related to this $105 bill. The lab tests were not coded as part of the annual exam.Gundersen billing then said that anytime I inform the *** of any condition I have/had my *** will charge an "outpatient visit." All annual exams are scheduled as "Outpatient Visits". Patient is responsible (not Doctor or Hospital) to know if discussions go beyond annual visit. Insurance and work told me to inform *** of annual only, let me know if any discussion goes beyond annual. Gundersen expects their patients to be medical coding / billing ********** is understanding, I can inform ************ Doctor during annual exam of current conditions and make it clear no action needed by them was acceptable and expected during annual visit. This keeps the *** informed and able to help manage your health when needed. With Gundersen, the patient cannot talk with the ***. The patient has Gundersen perform their lab tests and leave.

  Business Response

  Date: 12/18/2024

  We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 27, 2024, my wife visited Internal Medicine for an annual wellness exam visit. We have a family plan fully covered by Quartz Health Care Solutions. Within our Quartz plan, we get one annual wellness exam visit per year. My wife has been going to PA ***** ******** for a few years. All was standard in the exam and my wife asked ***** about a mole on her body. She has asked about this mole for multiple years now with the same PA at Gunderson Health. No examination or performance was performed on this mole. She later received a $199.70 bill for this simple question about a mole. Gunderson does not have a list of questions that you can and cannot talk about. We have called billing multiple times and they couldn't provide us with a list of questions we can and cannot ask. Also, ***** ******** knew this was a scheduled wellness exam and no other charges should have been associated. We are extremely frustrated with Gunderson Health Care not being transparent and charging us $199.70 for a simple question that has been asked for years. We feel that Gunderson Health Care pulled the wool over our eyes and can charge us heavily for simple questions. The PA should be upfront about additional charges for simple questions. We know we are not the only ones that this happens to. This is completely outrageous and unethical for a business todo/get away with daily. Provider: PA ***** ******** Quartz Health Solutions Billed to InsuranceW $749.00 Insurance Covered -$549.30 Remaining Responsibility $199.70 Not Covered $199.70 Detailed Account Information PR Preventive Medicine Exam, Established Pt, ***** Yrs - ***** (CPT)$486.00 Office Outpatient Visit - ***** (CPT)$263.00 Payments and Adjustments Quartz Health Solutions -$549.30

  Business Response

  Date: 11/25/2024

  We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially, I had a MRI scheduled to be performed on 10/4. Upon entering the room for the consult prior the **** the ** I was visiting with canceled my appointment and just prescribed medication without actually reviewing my situation. I was told I would have to come back for an MRI at a later date. Then today, 11/12, I had a therapy massage scheduled. However, upon arriving the staff just tested my strength without performing my massage to alleviate my pain, starting that I would have to come back to have this done. I'm filling with the BBB to make it known that Gunderson is scheduling appointments without actually performing the task that was scheduled, just to be able to file with insurance, to collect a check. It feels like a slight of hand and has me feeling no trust in the medical services they provide.

  Business Response

  Date: 11/14/2024

  Hi ****** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spinal Cord Injury due to back fusion surgery on T9-T12. I am paralyzed from my chest down. I cannot walk stand transfer. I have been having these problems for over 2 years and no one or *** has helped me get the equipment and help I need. I have had to pay over $100,000 out of pocket for help and equipment. I now need 24/7 around the clock care and am paying over $10k a month for assisted living facility. All out of pocket. No one has helped me get any of the medical devices I have needed over the past 3 years. I cannot transfer now and I need help. This surgery was done at Gundersen Hospital with Dr. ***** ***** as the surgeon. After surgery I was no longer able to walk and now it is getting worse. I cannot even move to sit up straight. I am now completely incontinent. I can barely even feed myself due to shaking of right arm and right and left hands. I have toldmany drs. about my problems and no one has helped me to get assistance with anything. I only saw Dr. ***** once after surgery and that was when I was in thehospital. I don't even know if he is aware of the failed surgery and my paralysis. I am becoming a total paralyed person and I need help.

  Business Response

  Date: 10/11/2024

  Hi ******- We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been making $300 payments towards my balance there for the last 12 years+ and all of a sudden my $300 payments were not sufficient to be allowed on an auto draw so I have been forced to manually make the payments of $300 every month for like the last 6 months. I missed my first payment in September and was sent to collections without warning. September was a very hard month for me as my husband filed for divorce. I am going through a lot and the payment unfortunately slipped my mind. But i'm very upset they sent me to collections without warning. They did leave me one voicemail to give them a call but there was not a mention of the dire importance of a return call. I have faithfully paid on my account for years. They are very difficult to work with especially in times such as the last 4 years when the economy has been terrible.

  Business Response

  Date: 10/09/2024

  Hi ­­­­Katherine - We're so sorry to hear this. If you would like to speak to someone, one of our Patient Care Representatives would welcome the opportunity to talk with you. You can reach them by calling (608) 775-7673 or emailing them at [email protected]. Thank you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Been a patient of Gundersen lutheran for the majority of my adult life. The last several years, I cannot put into words the disappointment that I have felt with the care that I have been receiving. To make a long story short. And to basically put it in a nutshell, I have pasted my last interaction.Aug 28, 7:47 AM Hello, I finished the 5 days of Prednisone prescribed at UC. The feeling of tightness in my chest is back and my breathing feels restricted again. ?? Thanks, ******** Message from Nurse Ka L, sent August 29 at 12:39 PM Nurse Ka L Aug 29, 12:39 PM Hi ********, Please call our scheduling line at ************ to schedule an appointment with ******************** or one of his colleague next available. If you are experiencing chest pain, shortness of breath and difficulty breathing, please go back to urgent cafe/emergency to be reevaluated. Ka ***************, You 8:32 AM Brushed off again! I was supposed to receive an UC follow up. I heard from nobody. First available will be months out! I waited 18 months to get into dermatology, 9 months for oral surgery and now you brush me off on a UC follow up. My HB was not addressed. My pulmonary function is still mediocre, I am still in the dark regarding some of my blood test results. I feel like crap! Getting dismissed is becoming the norm. My hands have been in extreme pain for years. My mouth will be in extreme pain for another 9 months. My ** will remain high. I can't breath and I have NO energy! I'm about ready to change my HMO and leave GL all together. This will be sent to others in the organization as well.

  Business Response

  Date: 08/30/2024

  Hi ******** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/25/2024 - this is the ******, WI eye clinic. I attempted to get prescription glasses fixed, as they are unusable for my needs. I was informed the clinic did not properly conduct their profession, and never explained to me the difference in lenses that could have been provided for my reading needs. They refuse to correct the situation, blame me for the mistake (even though the woman today confirmed that someone should have asked me my reading needs--a computer monitor greater than the "typical 14 inches"--when no one ever did or else I would have a useable pair of glasses at no additional cost), and insist I would now have to pay more to fix their error.

  Business Response

  Date: 06/26/2024

  Hi ***** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Daughter went for new wellness visit, while reviewing history she reported having a rash in the past that comes and goes. Because of this she was billed for a moderate complexity visit as well as the wellness visit. Spoke with a lead in the financial ***** lead person refused to tell us who we could contact that could show us the justification for the additional charge or an itemized bill. Lead person claimed charge was correct stating appointment lasted longer than ***************************************************** the e/m time which I assume has been done since I was told we cannot have an itemized bill or documentation that would include the time spent on the e/m visit. No one should have a $333 charge billed to them for stating they have a history of a rash! This is called upcoding and is a form of fraud.

  Business Response

  Date: 04/08/2024

  Hi ******- We're so sorry to hear this. If you would like to speak to someone,  one of our ************ Representatives welcome the opportunity to talk with you. You can reach them by calling ************** or emailing them at ************************************************************ Thank you for reaching out and giving us an opportunity to improve.

• Initial Complaint

  Date:01/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patient excellence refused to document a call regarding family member care with hospice. Hospice not having morphine available to family member like suppose to.

  Business Response

  Date: 01/26/2024

  Hi **** - We're so sorry to hear this. If you would like to speak to someone, one of our ************ Representatives would welcome the opportunity to talk with you. You can reach them by calling ************* or emailing them at ***************************************************************** you for reaching out and giving us an opportunity to improve.