Business Profile

Hospital

Froedtert & the Medical College of Wisconsin

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Complaints

This profile includes complaints for Froedtert & the Medical College of Wisconsin's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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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:03/15/2025
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.
Froedert has tried to collect 375 from a sign on bonus that was not fulfilled because I was being harassed by my supervisor. While working there I was under paid and there was a law settlement where I was rewarded a whole $4.45 which was not compensation at all. This needs to be removed immediately or further actions will be pursued.
Business Response
Date: 03/19/2025
RE: Complaint ID ********
We have reviewed the complaint and determined this is not a customer complaint, but an HR employment complaint. As such, it will be followed up on appropriately by our internal HR function. The employee can certainly reach out to the employee resolution line ph. ************ or the Compliance hotline ph. ************.
Thank you,
**** *******
Froedtert Health
Initial Complaint
Date:02/07/2025
Type:Sales and Advertising 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 had a telemedicine appointment with Dr. ******** ***** on September 19th, 2023. This appointment was no longer than 20 minutes. I then had an office visit on November 14th, 2023. This appointment was again, no longer than 20 minutes. The office visit was for a pelvic ultrasound to see if I had endometriosis and required surgery. Fast forward to 2024 & 2025, I have been getting harassed by a collections agency for over $3,000. I was confused about where this number came from since I had already paid them $820 via payment plan, $58.01/month. The first time I called the hospital to get an explanation for the $3,000 they told me I didn't owe anything and to follow up with my insurance company. I spoke to the insurance company, and after that call, I called the hospital again. I was charged over $500 for the telemedicine appointment, over $800 for the doctor visit/ultrasound and then over $2000 for something they called "facility fee/new patient appointment." After learning what I was charged for, something seemed fishy and I learned I wasn't the only person this has happened to.
Business Response
Date: 02/14/2025
Please see the attached response letter from Froedtert and Medical College of Wisconsin for Complaint ID ********, *. *****.
Thank you,
****
**** *******
Financial Resolution Coordinator
Patient Financial Services
Froedtert and Medical College of Wisconsin
E-mail: ****************************************************************************
Initial Complaint
Date:12/20/2024
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.
Dear BBB,On October 22, 2024, I had my annual ACA preventative visit with my primary care physician, Dr. **************** this visit, we discussed the same issues that were discussed during my two previous annual preventative visits on August 31, 2023 and August 25, 2022. The previous visits were coded as only CPT ***** (comprehensive preventive medicine evaluation and management service for established patients between the ages of 40 and 64).My latest visit on October 22, 2024 was coded as both CPT ***** and CPT ***** (Moderate complexity outpatient visit for an established patient).During my October 22, 2024 visit, I was not told this visit would be coded as two separate events. Also, during this visit, we discussed the same issues that were discussed during my two previous annual preventative visits on August 31, 2023 and August 25, 2022. I want Froedtert to cancel / remove this second code (CPT *****) from my October 22, 2024 visit and remove the $149.14 charge from my account.Sincerely,******* ****
Business Response
Date: 12/24/2024
Please accept this as confirmation that we are in receipt of complaint #******** and are happy to review the concerns further. However, our review requires input from multiple areas and given the reduced holiday staffing hours for both Christmas and New Years holidays, we kindly ask that you allow greater than 10 calendar days to receive our response. We will certainly provide our review and determination as soon as we are able.
Kind regards and thank you for your patience during this time of the year,
***** ********
Financial Resolution Coordinator
Patient Financial Services
Phone:************
E-mail: *****************************************

Customer Answer
Date: 12/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am waiting for Froedters response to my original complaint.

Regards,

******* ****
Business Response
Date: 01/07/2025
RE: Complaint ID ********
Please see the attached determination letter following our review of the stated concerns. I have also attached a patient handout referenced within the letter.
Thank you,
***** *.
Customer Answer
Date: 01/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The determination letter was not attached. Only the preventative handout was attached.
Please provide the determination letter.
Also, I was not given this preventative handout prior to my office visit on October 22, 2024 so I did not know of Froedtert's new policy regarding my preventative visit on October 22, 2024.
During my October 22, 2024 visit, I was not told this visit would be coded as two separate events.

Also, during this visit, we discussed the same issues that were discussed during my two previous annual preventative visits on August ******* and August 25, 2022.

I want Froedtert to cancel / remove this second code (CPT *****) from my October 22, 2024 visit and remove the $149.14 charge from my account.

Regards,

******* ****
Initial Complaint
Date:12/10/2024
Type:Product Issues
Status:
ResolvedMore 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.
Hi I want to know how you guys work and can help to solve a problem.I'm a MATC studant and both companies, MATC and ***************************************************** let the studants know that we have free consultations at *****************************************************.We can even see it on their advertisement:************************************************************************************ If anyone call on this number and ask, for double check, ************, if the studants have a free consulting with some nurse or doctor, they will confirm it is free.Nonetheless, 7 days after visiting that place, ********** located at ********************************************************************, I had received a bill in my house of $79.00.I believe its configure as deceptive advertising or junk mail.I alredy call to them to solve this an it is impossible to speak with a financial department representative, wich never attend my calls.Regards ********
Business Response
Date: 12/19/2024
Please see the attached response from Froedtert and the Medical College of Wisconsin regarding the patient's billing complaint #******** filed with the BBB.
Thank you,
****
**** B
Financial Resolution Coordinator
Patient Financial Services
Froedtert and Medical College of Wisconsin
Customer Answer
Date: 12/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** ********
Initial Complaint
Date:11/07/2024
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 July 26th, 2024 I had a vasectomy procedure done. Prior to scheduling the procedure, I was given a consult form noting that that I had two options for payment.1. Prepay covering all facility and procedure flat fee: $1,000 (if you have a deductible over $2,000).2. Go through insurance.I called to schedule and let the scheduling nurse know that I had I high deductible ($5,000), but if the cost was still only going to be $1,000 through insurance, that I'd prefer to schedule it that way so that at least the $1,000 bill goes towards my deductible for the year. She confirmed and scheduled accordingly. One month later, I received a bill for $5,074.89 (total procedure was billed at $9,187), the amount I owed for the deductible. I've called to dispute and change the balance more times than I can count, but the hospital is refusing to change citing that I shouldn't have gone through insurance even though their scheduler misrepresented the cost of the procedure. I've pleaded with them to consult the recording of my conversation with the nurse, but to no avail. They are refusing to amend the bill and have said that if I don't agree to pay the full $5,074.89 amount or go on a payment plan they will be sending the bill to collections affecting my credit and whatever else comes with it. I'm out of ideas to resolve the dispute and could really use your help please.
Business Response
Date: 11/11/2024

November 11, 2024

******* ******
N28W24390 Single Tree Ct
******** WI 53072

RE: Complaint ID ********

Dear Mr. ******************* letter serves as Froedtert & Medical College of Wisconsins response to the complaint you filed with the Better Business Bureau (BBB) dated 11/07/24. After reading your complaint, I understand that you are concerned with the billing for your vasectomy, performed at Froedtert Hospital on 07/26/2024, specifically the balance left to your responsibility after the procedure charges had been billed to your insurance. You indicated that, although you were given the option to pre-pay for the procedure at a set pre-pay price of $1,000, you chose to bill to your insurance under the pretense that the amount you would pay would apply to your deductible. After processing with *****************, your patient responsibility is $5,074.89. You indicated that you felt mislead by the scheduling nurse, that your patient responsibility if billed to ***************** would still be only $1,000. Thank you for allowing me the opportunity to review this concern.

According to the Administrative Supervisor at the ************** who scheduled your services, their protocol is to ask vasectomy patients (when they call to schedule their procedure) if they would like to have their procedure billed to insurance or if they prefer to pay the $1,000 pre-pay cost prior to the rendered service. The Administrative Supervisor confirmed that you were given a letter with details of the two billing options and which explained that a patient should call their insurance company to confirm their outstanding deductible, coinsurance, and out-of-pocket maximum. This letter does not indicate that a patients responsibility after billing to insurance would be $1,000. In fact, the letter advises patients to anticipate a potentially higher responsibility that should be pre-confirmed with the insurance company directly.

Based upon the contents of this letter and the fact that you did not prepay prior to the vasectomy, your balance is being considered correct and billable. If you would like to make payment arrangements, please contact our billing office at ************.

Thank you for taking the time to express your concerns in writing. We want to provide excellent service and are happy to discuss any further questions you have about your bill.

Sincerely,

******* *.
Financial ***************************************** Services
Froedtert & Medical College of Wisconsin
*****************************
N74 W12501 ****************************
*************************
Customer Answer
Date: 11/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for taking the time to review, but that is unacceptable. The scheduling nurse confirmed to me over the phone that my insurance would be billed $1,000. I even noted to her over the phone that my deductible was $5,000, and that I was only having it billed to my insurance as the $1,000 bill would then go towards my deductible. The scheduling nurse confirmed this accordingly. Had she informed me the bill to my insurance would be greater than the $1,000, I would have happily proceeded with the pre-pay option. Given your scheduling nurse, a representative of your company, misled me... I will not be held accountable for a substantially higher bill than what I was informed I'd be given. An adequate resolution, would be for the bill to be retracted from my insurance, and allow me to retroactively pay the $1,000 pre-pay option given the misinformation provided by your representative, albeit unintentional.

Regards,

**** ******
Business Response
Date: 11/13/2024
While we understand what you believe happened that is not the feedback received from the provider's office. We reached out to the Administrative Supervisor who confirmed she is the person who scheduled the visit. She confirmed that you chose to go through insurance, and you were scheduled that way. She firmly states, and your submission confirms, that she gave you the scheduling packet that specifically states that the $1000.00 that was to be paid on the date of service if you are self-pay and cannot be applied to the deductible. If you had paid the $1000.00 on the date of service, there would have been no billing to your insurance and no balance left for you. This packet was created so that there is no confusion as to how your services will be processed. You did not pay on the date of service as instructed on the packet you attached to this complaint, so the services were billed to your insurance. Unfortunately, you can't use a prepay option after services are rendered. Your dispute has been reviewed by the providers office as well as *** leadership team and it was determined that the charges will stand as they are accurate. The self-pay balance will not be reduced. We are sorry that the outcome is not acceptable to you, but this is the final determination. If you would like to make payment arrangements, you may contact our billing office at ************.

Thanks,
******* A. *****
Financial ******************************************* Services.
.
Initial Complaint
Date:10/31/2024
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 getting bullied at work, I have addressed concerns with my supervisor *** ****** and HR of my clinic has done nothing about me being bullied and talked about with *** and other staff members, she is a lead her name is ***** now I'm being retaliated on saying I'm not rooming for *******************************************************************************
Business Response
Date: 11/01/2024
RE: Complaint ID ********
Good afternoon,
We have reviewed the complaint and determined this is not a customer complaint but an HR employment complaint. As such, it will be followed up on appropriately by our internal HR function. The employee can certainly reach out to the employee resolution line ph. ************ or the Compliance hotline ph. ************.
Thank you,
***** Sobieski
Froedtert Health
Initial Complaint
Date:10/24/2024
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 work for a company who needs to request billing from Froedtert in order to assist clients in a legal matter. I have requested billing from Froedtert multiple times. The health insurance lien shows a bill amount of $8137 however Froedtert sent me bills for the same date of service for $56 and $1137. I called last week and was told it would be resent with all billing. I received a copy of the $1137 bill. I called ROI today and they told me only billing could help. I talked to billing and they said a bill for $1137 doesn't exist and that ROI sent me the bill for $8137, which they did not. After over an hour on the phone - all I was told is that ROI requires I send ANOTHER billing request and hope I get the right information.
Business Response
Date: 10/31/2024
Froedtert ********************************* has been trying to reach you regarding your BBB complaint #********. Before we can address this complaint, please provide us with the patient's name and date of birth. Once this information is provided, a representative will attempt to contact you and/or the patient to assist with the request for billing records.
Sincerely,
**** *.
Financial Resolution Coordinator
Patient Financial Services
Froedtert and Medical College of Wisconsin
Initial Complaint
Date:07/27/2024
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.
7/2724 I was the only person in the emergency room at ******** in *********. I counted 7 families get served or seen b4 i did. I was here 2 hours. Again I was the only person her when I came in. They say they go by priority,not 1st come1st serve. So everyone that was saw conditionwasworst than mine?
Business Response
Date: 07/31/2024
Please see the attached response to BBB Complaint ID ********.
Thank you,
***********************
Financial Resolution Coordinator
Patient Financial Services
Froedtert and Medical College of Wisconsin
Initial Complaint
Date:07/12/2024
Type:Order Issues
Status:
ResolvedMore 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 8/8/23 I visited Froedtert & The Medical College of Wisconsin and received comprehensive STI testing as a screening measure recommended by my primary physician for PreP medication. This regular screening testing is required to be covered by the *************** Act. I received a bill for $514.80 for the testing. I reached out to my insurance company who claimed the service was diagnostic and not preventative. I filed an appeal with the insurance agency. It came back rejected because the coding was incorrect, although the appeal team agreed that the test was a screening and not diagnostic. I spoke with the insurance agency multiple times and got the information needed to get the coding fixed. I called Froedtert to request the change with the insurance agency. ******** agreed to review the change, but denied changing it and will not provide me with any written documentation as to why it was denied or any avenue for appeal. This is a violation of the *************** Act. This process has been going on for nearly a year and no one is willing to do the right and legal thing. I am attaching notes from my physician (Froedtert employee) and my visit summary showing that this was a SCREENING and not a DIAGNOSTIC test, as well as the rejection of my appeal with my insurance company indicating that they essentially agreed with me but that their hands were tied.
Business Response
Date: 07/26/2024
Please see the attached response from Froedtert Health regarding BBB Complaint ID ********.
Thank you,
***********************
Financial Resolution Coordinator
Patient Financial Services
Froedtert and Medical College of Wisconsin
Customer Answer
Date: 07/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***************************
Initial Complaint
Date:07/07/2024
Type:Delivery Issues
Status:
ResolvedMore 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 May 20th I was seen by ************** at the **********************. An *** was ordered and due to the *** center the order was sent to admitting to losing my health information I decided to have it done elsewhere. On 5/24 *************************** LAT faxed over a referral to ******. A week went by and I heard nothing from Aroura so I called to find out what the issue was. I was told nothing was ever faxed over. At this point I filed a complaint with their customer relations department. An extremely rude lady called me and told me it was ******'s fault and laughed! This obviously really upset me as this was for heel pain and it hurts to even walk. When I told her that her response was unacceptable she went on to say that order that **** had faxed over was never signed. So in fact this was not ******'s fault at all. I then asked that this lady have her supervisor call me and that never happened. Next I went to my PCP who sent in a signed order to Aurora and within 1 day they called me to schedule. Finally at the end of June I was able to have my *** which showed multiple reasons for my foot pain that I now had to live on for an extra month while waiting for my *** then another 2 weeks waiting to see the doctor. I am a 5K runner and have now lost money signing up for 5K's that I can no longer participate in. My job requires a lot of walking, all of which is done in pain. This did not have to come to this.
Business Response
Date: 07/09/2024
Thank you for reaching out to Froedtert Hospital and making us aware of your experience. Please know, we would like to learn more about this concern and investigate how this occurred. A representative from Patient Relations will be reaching out in the near future, and we are hopeful to connect with you in order to file this complaint with the organization. Thank you.
Customer Answer
Date: 07/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have heard nothing....

Regards,

*********************************
Business Response
Date: 07/10/2024
Thank you for reaching out. Our Patient Relations Advisor ***** reports she was able to reach you this afternoon, and that you had a supportive and appropriate conversation regarding your concerns. Thank you for sharing them. Learning of the community's experience with our organization helps us improve our services for all patients we treat. Thank you for taking time to speak with our team today!
Customer Answer
Date: 07/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*********************************

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Froedtert & the Medical College of Wisconsin is NOT a BBB Accredited Business.