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 Find Local Branches.

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Froedtert & the Medical College of Wisconsin has 4 locations, listed below.

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  Froedtert & the Medical College of Wisconsin

  9200 W. Wisconsin Ave Milwaukee, WI 53226

• 

  Froedtert & the Medical College of Wisconsin

  925 North 87th Street Milwaukee, WI 53226

• 

  Froedtert & the Medical College of Wisconsin

  9555 76th St Pleasant Pr, WI 53158-1984

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  Froedtert & the Medical College of Wisconsin

  1271 N 6th St Milwaukee, WI 53212-3360

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:08/15/2022

  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 was charged a higher amount than expected for an office visit at the Froedtert ****************************** so I called their finance department to get more information on what exactly I was being billed for. They explained to me that I was billed for a "long" visit. I explained I was aware of extra charges when certain time milestones are reached from previous visits; therefore, I made sure I was with the nurse and doctor for under 20 minutes to avoid a higher charge. They told me that it was noted I was there for ***** minutes. I told them that was incorrect. Then they explained that the total time billed is from the moment you check in at the front desk to the moment you leave the building. This could vary widely by day, clinic, or doctor, a patient's bill could change based on how behind a doctor is in their day.Not only is this 'visit' classification ridiculous, it is not noted anywhere online. Froedtert is not at all transparent about their pricing and billing policies. They have a 'cost estimator' tool that is widely inaccurate and isn't even owned by the finance department, it's owned by customer care. Their price list online is coded in a way that a patient would not be able to understand without internal knowledge. (For example, office visits are broken up into "Level 3", "Level 4", and "Level 5" - how am I as a patient expected to decode that?)Additionally, the care team didn't even provide a complete and satisfactory service.It's frustrating that in any other industry, an experience like this would be unacceptable. I'm aware that a some of this is simply how healthcare operates, but at the very least Froedtert needs to be transparent about their billing practices and be held accountable for how they treat their customers. The large variation in how things are billed from clinic to clinic and the inability to properly estimate what will be billed prior to a visit is deeply concerning.

  Business Response

  Date: 08/29/2022

  Please see the attached response letter for complaint #********.

  This letter is in response to the complaint we received from the Better Business Bureau regarding charges for your visit with **************** at the ****************************** on 7/5/22. You shared concern that charges for this visit were higher than what you expected, as well as additional concerns surrounding the Froedtert cost estimate tool and the care that you received during the visit.The office visit with **************** billed for a total time of ***** minutes. The total time for an office visit is based on actual time spent with the physician face-to-face, and may also include the physicians time spent outside of the visit reviewing relevant history, results and records. **************** noted in your chart that she spent a total of 30 minutes, face-to-face and outside of the exam room, as you had chosen to transfer care to this clinic and had requested a medication review.The Froedtert cost estimate tool is designed to provide patients a way to assess their approximate out-ofpocket cost before receiving service at one of Froedtert Healths clinics or other sites. The office visit levels can be difficult to determine prior to the visit. Because of this, the Cost Estimator would have provided a range of potential out-of-pocket costs since the complexity of the visit and the length of physician service time cannot be identified until the visit is complete. Cost Estimators are available to help answer any of your questions regarding an estimate from 7:30 am - 4:00 pm, Monday through Friday.Please be assured that codes used for billing purposes are standard from clinic to clinic. The place of service and the physician you see (primary care vs specialist) may affect your total out of pocket cost. Our pricing information and billing practices are located on the Froedtert Health website https://www.froedtert.com/patients-visitors/bill/pricing.Any care concerns you have regarding your visit should be directed to the ***************************** either in writing or by phone:Froedtert and MCW Health Clinics and Centers ***************************** 200 ************** Suite 300 W126 ********************************************************************** ************

  
  
  Thank you,

  
  ***********************
  Patient ******************************************* Services
  

• Initial Complaint

  Date:08/02/2022

  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.

  A few years ago I went to see an optic nerve doctor at Froedtert and I felt like they ripped me off, charging my insurance and me over $1,000.00 so earlier this year I went to eye car specialist in ********** and saw one of there optic nerve specialist. *** care specialist want me to follow up with a retina specialist. So I called Froedtert to get an Estimate on the cost. I specifically said a Retina doctor. They told me it would be $415.00 so I booked the appointment for March 28th. When I got to the counter I paid a $100 co pay I was in and out of the doctors office with in 30minutes. All the doctor did was look my eyes with his machine witch I am sure he has to do with every patient to view the retina, he said it is not a Retina problem. I proceeded to get a bill for $319.50 I paid that because with my copay it was right around what I was quoted. Well I come to find out they billed my insurance and me $1,115.00 and I am getting another bill for $301.59 I have had supervisors lie and say my estimate was for optic nerve and my referral was for optic nerve. I have the referral from eye care specialist it specifically says retina doctor and I even had eye care specialist call there. I have spoke to many supervisors Tierra, ****** and ***** just to name a few, I told ***** straight out she was lying ************ Even the optic nerve doctor a few years ago the charge was over $1,000.00 I think they are ripping people off. I was quoted $415 and I already paid $419.50 I do not believe I should be responsible for another $301.59 I do not understand how you can quote $415 and bill $1,115.00 when NO special testing was done. The doctor even said I do not want to do any unnecessary testing that you would be charge for. Please help me get this taken care of. I do have a copy of the referral from eye care specialist but I have no way to scan it, please help me ******************* ************

  Business Response

  Date: 08/05/2022

  Regarding ID of ********, please see the attached letter which is our formal response to the patient's complaint. Please also see the attached patient cost estimate dated 3/9/22, which is referenced within the letter. Please know the letter and cost estimate were both mailed directly the the patient's home address on 8/4/22. 

  Sincerely, 

  ***************************
  Patient Experience Coordinator
  Patient Financial Services
  

  Customer Answer

  Date: 08/08/2022

  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.
  
  [Please type your response here.] They are lying to you, I called for an estimate to see a retina specialist not a follow up with a optic nerve specialist. My referral is for a retina specialist I can bring you a copy of that. Why would I have a copy of a referral to see a retina specialist and make an appointment to see a retina specialist. I know I asked for a price to see a retina specialist, they told me $415  I never pulled that ** in my chart, they continue to lie. I am telling you I was in and out of the office in **************************************************************************************************** the room. All he did was look at my retina with his machine witch I am sure that is what he does with every patient he sees. I reject this, they continue to lie and rip off the public.
  
  Regards,
  
  *******************

  Business Response

  Date: 08/16/2022

  Please see the attached letter in response to the determination rejection received recently in reference to ID of ********.

   

  This letter is in response to your determination rejection received from the Better Business Bureau (BBB).

   

  On 7/21/22 we initially spoke over the phone regarding your billing concerns. You additionally requested to escalate your concerns, and on 7/26/22 you then had a phone conversation with a ***************** Services supervisor who explained your standing balance and details of your pre-estimate. A letter was subsequently mailed to your home address as a recap of the conversation. On 8/3/22, our team received outreach from the BBB that again detailed your billing concern. The same response letter that was mailed to your home address was then shared electronically through the BBB on 8/5/22.

   

  As indicated in our initial response letter dated 8/4/22, we consider these charges and your current balance to be correct and billable. We consider this determination to be final.

   

   

  Sincerely,

   

   

  Regards, 

  Jacki 

  Customer Answer

  Date: 08/19/2022

  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.
  
  [Please type your response here.] I would like them to pull the phone call from when I called in for the estimate to see the Retina specialist. I know they ******* there phone calls and they continue to lie and say the estimate was for something else. I called for an estimate to see a retina specialist and I was told $415 and now they think they can bill triple. I NEED THAT PHONE CONVERSATION PULLED.  I do not understand how they constantly get away with ripping people off with medical bills. 
  
  Regards,
  
  *******************

  Business Response

  Date: 08/23/2022

  In response to complaint ID ********: 

   

  Calls to our Cost Estimators have historically not been on a recorded line. Effective only recently, 6/27/22, all calls to our Cost Estimation Line are now recorded. You spoke to our Cost Estimators on 3/8/22, well before this line was recorded.

  As indicated in our initial response letter dated 8/4/22, the cost estimate was provided to you electronically on 3/9/22 through your personal Froedtert MyChart account. The estimate does clearly state that it is an estimate to see Dr. ********* your established care provider. On 3/17/22 you scheduled a visit with ********************* a retina specialist. You had ample time to review the estimate provided to you on 3/9/22 prior to your appointment with ******************** on 3/28/22. We continue to consider these charges and your current balance to be correct and billable. We consider this determination to be final.

  Customer Answer

  Date: 08/24/2022

  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.
  
  [Please type your response here.] I think it is a bunch of c*** that they are saying there phone calls are not recorded. I clearly asked for an estimate to see a retina specialist. I have a copy of the referral from eye care specialist. They continue to lie, they should feel ashamed of themselves for ripping off patients. This was a simple office visit, I had no special tests done. I already paid $419.50 and my insurance has paid $400 I should not be responsible for an additional $301.59 my estimate was for $415  I did not ask for an estimate for ********************, I did not ask for a specific doctor by name I just asked for an estimate to see a retina specialist. They are making stuff up and continue to lie to cover up there billing and how they are ripping the general public off. I am sure a judge would tell them that the phone call should have been recorded. I reject there response and I REFUSE to pay them anymore money. I will get a lawyer if need be and I will win. 
  
  Regards,
  
  *******************