Complaints

This profile includes complaints for Thedacare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Thedacare, Inc.

  3 Neenah Center – 4th Floor Neenah, WI 54956-3070

• 

  Thedacare, Inc.

  2500 E Capitol Dr Appleton, WI 54911

• 

  Thedacare, Inc.

  1000 W Northland Ave Appleton, WI 54914

• 

  Thedacare, Inc.

  710 Riverside Dr Waupaca, WI 54981

• 

  Thedacare, Inc.

  130 2nd St Neenah, WI 54956

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:02/16/2025

  Type:Customer Service 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 paying on 2 payment plans, one for myself and my wife. I was paying for about 1 year and they were sent to collections without any contact from Thedacare. When I asked why, I got 3 different responses. 1) Once it's sent to collections, nothing can be done. 2) Wasn't paying enough. I was paying the amount set up by Thedacare. 3)Missed payments. Asked which ones as I kept all receipts. No answer. I called Customer relations (******* ******) for help 6 months ago and I have left emails, voicemails with no response from Mz. ******. The accounts were sent to *****-****** collections. They were real nice and helpful. Alot nicer than Thedacare. They said Thedacare does that because they ****t like to deal with payment plans. I was making payments to *****-****** and everthing was going well and Thedacare pulled them back, Mine in December and my wife's in February. I **** know where they are now and need help from BBB, please. I can't get an answer from Thedacre. We want to be done with them and move on. Thank you, ******* ****

  Business Response

  Date: 03/05/2025

  At ThedaCare we are committed to providing clear and supportive patient financial assistance to our patients. Upon learning of this concern our **************** team reached out to consumer to discuss the matter, shared details of correspondence, communications, and payment plan and self-pay procedures and timelines that occurred. While unable to satisfy the customer, ********************** provided transparency and support to the customer.  The actions taken in the billing process were in adherence with self-pay and collection policies and procedures, consistent with our commitment to provide clear and supportive patient financial assistance.

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 an outstanding bill that currently being reprocessed by my insurance after an initial denial. I had a final notice bill arrive with a due date of 11/18/24, however ThedaCare sent my bill to collections immediately after the statement date. I immediately had a claims representing from my insurance call the billing **** of ThedaCare because I was told by a ThedaCare representative that if my insurance explained the payments were being reprocessed then they would take it out of collection status. However, when I called the following day a different ThedaCare representative said they in fact cannot and will not take it out of collections while my claim is being reprocessed. They were completely unwilling to work with me despite the fact that they sent my bill to collections prematurely. My bill was wrongly sent to collections. They are have bad billing practices and are aggressively billing their patients, leaving no opportunity for resolution. They even refused when I asked to speak to a supervisor, telling me it would take 10 business days for a supervisor request to go through.

• Initial Complaint

  Date:09/18/2023

  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.

  We attempted to pay our bill before the due date, to which they refused. They said it was sent to collections. After an hour of being put on hold and refusing to accept payment and refusing to speak to a manager, they final agreed to accept payment. When asked if the payment was going to them or the debt collector she refused to answer the question. When we were about to make a payment, even without getting an answer to whom the payment was going to, she hung up on us.

  Business Response

  Date: 09/28/2023

  Good Morning, ********************:

  Enclosed please find ThedaCare's Response to Consumer Complaint #********.

  Thank you,

  *********************************, Associate General Counsel, ThedaCare, Inc.

• Initial Complaint

  Date:09/15/2023

  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.

  Sunday June 19, I went to the ThedaCare ** in *******. There I was told I would be admitted, but ThedaCare - ******* did not have a bed for me. I could wait for ambulance transport, but they currently have a patient who has been waiting 6+ hours for medical transport. I was medically stable and told my daughter could drive me to **** with my IV in my arm, where a bed would be available. I was sent to *** with all the medical paperwork which would have been sent if I had gone on a non-emergent transport from ThedaCare. This is what we did-- with a IV port in my arm. I was admitted to *** for 3 days and discharged.When the bill arrived, I was billed a $300 copay from my insurance because the coding of ThedaCare ******* was that I was discharged. I But I believe this is egregious because the only reason I was "discharged" was because ******* did not have a bed AND there was no medical transport for me. I stayed within the ThedaCare system - If ******* would have had a bed for me, I would have stayed there. This should not be seen as I went to the ** and not admitted. I was admitted-- just not at the location of the ThedaCare ** I originally went to. It is not my fault no bed was available at hospital in my town of residence.I have contacted billing twice and twice the coding department denied to recode and resubmit to my insurance. I want this charge re-coded. This needs to be coded as an admit to the ***** Care system--regardless of what location. And at no time of my correspondence, had the billing department called me to discuss why this charge would not be re-coded.Please advise

  Business Response

  Date: 09/28/2023

  Good Morning, ********************:

  Enclosed please find ThedaCare's Response to Consumer Complaint #********.

  Thank you,

  *********************************, Associate General Counsel, ThedaCare, Inc.

  Business Response

  Date: 09/29/2023

  This letter is in response to a letter dated September 15, 2023, from the Better Business Bureau of ********* (the BBB)
  notifying ThedaCare, Inc. (ThedaCare) of a complaint filed by ********************* (Complainant) alleging billing or
  collection issues (the Complaint). ThedaCare has reviewed its medical and billing documentation for the charges in
  question and has verified the correct coding has been completed. Prior to ThedaCares receipt of this Complaint, the
  Complainant contacted ThedaCare on two separate occurrences regarding her account, at which time a review was
  completed.
  On July 25, 2023, Complainant contacted ThedaCare Customer Support requesting ********************** review her account for a
  visit on June 19, 2023. At that time, ThedaCare completed a thorough review and notified the Complainant that the
  coding was completed correctly and no further adjustments would be made.
  On August 23, 2023, Complainant again contacted ThedaCare Customer Support where it was explained to Complainant
  that the coding was correct. Due to no coding or billing changes to the account, the statement would not be resubmitted
  to *********************** Unfortunately, this matter is insurance related and ThedaCare advises that the Complainant
  take her concern to the appropriate insurer. ThedaCares review determined that the Complainants visit was coded
  correctly for a transfer, which is further supported by medical record documentation.
  ThedaCare makes all efforts to be transparent with its Complainants to the extent it can in the complicated area of billing.
  We always appreciate receiving feedback that allows us to scrutinize our process and find ways to improve. Should
  further information be required, please let us know.

• Initial Complaint

  Date:06/23/2023

  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.

  ThedaCare employees dont care about their patients and are always so rude. Im tired of going to an appointment for my well-being but being treated rudely because Im wasting their time. The only decent people Ive dealt with in the last couple of years are the receptionists. I get being short staffed, but they chose to do that job and to help people. I wouldnt make someone feel worthless when theyre already feeling uneasy, scared or possibly having the worst day of their life.

  Business Response

  Date: 07/10/2023

  Good Afternoon, ********************,

  Enclosed please find ThedaCare's Response to Complaint ID ******** filed by **************************

  Thank you,

  *********************, Paralegal, ThedaCare, Inc.

• Initial Complaint

  Date:06/22/2023

  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.

  Poor communication from from nurses to patients. Not returning calls, passing on wrong information.

  Business Response

  Date: 07/10/2023

  Good Afternoon, ********************,

  Enclosed please find ThedaCare's Response to Complaint ID ******** filed by ************************

  Thank you,

  *********************, *********, ThedaCare, Inc.

• Initial Complaint

  Date:06/07/2023

  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.

  I was seen in March 2023 and they over charged for walk-in when their sign said urgent care but they also charged me $76 for X-rays my insurance didnt pay. Well I went to physical therapy and no charge for X-rays. I had discussions with their billing **** about lost billing. And have been making payment. Yesterday I receive a letter stating they were sending me to collections for $39 however 6/5 they cashed my $25 check. I cant even get online to pay it. So for $14 they are sending me to collections. They are repeatedly very difficult to work with on their billing.

  Business Response

  Date: 06/19/2023

  Good Morning,

  Enclosed please find ThedaCare's Response to BBB Complaint # ******** filed by **************************

  Thank you,

  *********************, Paralegal, ThedaCare, Inc.

• Initial Complaint

  Date:03/07/2023

  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.

  Came in on December 9, 2022 for an adult wellness visit. These are covered 100% by insurance. I walked into my visit and they had out containers for blood work, I stated that if any of this was not covered by the wellness visit I did not want to do any labs. I was assured it was covered and moved on. 2 months later I have been sent a bill for ****** for this visit. I first called ThedaCare billing, they said I needed to call my insurance. I called my insurance company and they said all of the services should be covered, but it was the way ThedaCare coded the charges that made it not be covered at 100%. Called ThedaCare again, this lady (******) in billing was beyond rude and not at all willing to even listen to what my insurance company said. I asked to speak to a manager and she refused to connect me. She says I have a diagnosis of high cholesterol and medications were discussed at this visit making it unable to be covered at 100%. First, I have no diagnosis of high cholesterol, and second we never discussed medications because I dont take ANY medications to be discussed. I feel taken advantage of as visits that are preventative are to be covered at 100%, however, this is not the first time that a bill was sent after one of these visits.

  Business Response

  Date: 03/24/2023

  
  
  March 24, 2023
  
  *************************
  *******************************************************
  Phone:**************
  Better Business Bureau
  
  Re:      ID ********
  
  Dear ********************,
  
  This letter is in response to a letter dated March 7, 2023, from the Better Business Bureau of ********* (BBB) notifying ThedaCare, Inc. (ThedaCare) of a complaint filed by ************************* alleging services issues related to a billing adjustment (the Complaint).   
  
  On December 9, 2022, ******************** attended her wellness visit at the ThedaCare Physicians ***************.  During this visit, lab work was completed which resulted in additional charges, above and beyond what is normally accounted for during a Wellness Visit.  The additional charges applied are consistent with customary billing practices.
  
  ThedaCare makes all efforts to be transparent with its patients to the extent it can in the complicated area of billing. ThedaCare apologizes for the confusion this situation has caused and we are working to improve clarity in our process. We always appreciate receiving feedback that allows us to scrutinize our process and find ways to improve.  Should further information be required, please let us know. 
  
  Sincerely,
  
  ****************** ***************************
  System Staff Attorney
  ThedaCare, Inc.
  ************************************************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/07/2023

  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.

  I had my yearly physical on March 30, 2022. When my bill arrived I saw they charged me for education that I did not request nor was I informed I was going to be provided with and charged for. I was handed pamphlets on my way out, had no idea there was a charge. My blood work was done and they did a vitamin d check. My insurance told me it wasn't necessary as it had recently been checked so I was charged for it as insurance didn't cover it. I contacted ***** care with my questions and was told to talk to provider directly to review the charges. I did and was told they have a dispute area that handles these things. Was contacted by someone asking about my situation, explained to them my compl6as noted above. They thanked me and said I would be contacted. Then was contacted again by ***** Care, the person asking me to repeat everything told to the first person. At this point my ***** Care account no longer showed I owed the charge and no further contact was made until recently when it now shows I owe for this. I did send a message on my mythedacare account and received no response. Now they are saying it is going to collections.

  Business Response

  Date: 02/17/2023

  
  February 17, 2023
  
  *************************
  *******************************************************
  Phone:**************
  Better Business Bureau
  
  Re:       ID ********
  
  Dear ********************,
  
  This letter is in response to a letter dated February 7, 2023, from the Better Business Bureau of ********* (BBB) notifying ThedaCare, Inc. (ThedaCare) of a complaint filed by ************************* alleging billing or collection issues.   ThedaCare has reviewed its medical and billing documentation for the bill in question and removed the education charge.  The claim was then resent to insurance and processed as a deductible with co-insurance.    This was communicated to ********************
  
  ******************** indicates she contacted ThedaCare via her MyThedaCare account and has not received a response.  In review of ThedaCares records, a response was provided on December 12, 2022, and is attached as Exhibit A for reference.
  
  ThedaCare makes all efforts to be transparent with its patients to the extent it can in the complicated area of billing. ThedaCare apologizes for the confusion this situation has caused and we are working to improve clarity in our process. We always appreciate receiving feedback that allows us to scrutinize our process and find ways to improve.  Should further information be required, please let us know.  If ******************** would like to speak with a billing representative,please contact our billing office at **************.
  
  Sincerely,
  
  ****************** ***************************
  Risk Prevention and Management
  ThedaCare, Inc.
  ************************************************************

  Customer Answer

  Date: 02/28/2023

  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  do reject this. While I apologize that I  didn't see the response provided in December,  it still doesn't address why I  was given another vitamin D test.

  
  

  Thank you,  *************************

  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/19/2023

  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.

  I paid a bill with my Credit Card on October 23 and they are telling me I didn't pay it. I am authorized signer on this card. I sent them my Mom (*******************************) card and mine to show we both have the same card number. I sent them the credit card bill as proof. I have been harrassed with texts and emails on this bill. They want me to dispute it with my credit card company and pay it again. It is not my fault they can't find whose account they put this payment on.

  Business Response

  Date: 01/30/2023

  January 30, 2023
  
  *************************
  *******************************************************
  Phone:**************
  Better Business Bureau
  
  Re:       ID ********
  
  Dear ********************,
  
  This letter is in response to a letter dated January 20, 2023, from the Better Business Bureau of ********* (BBB) notifying ThedaCare, Inc. (ThedaCare) of a complaint filed by ******************************* alleging billing or collection issues. ThedaCare has reviewed its medical and billing documentation for the bill in question and has reviewed its communication with ****************** back to 2020.  Upon review, ThedaCare is unable to locate record of any text message or email communication with ***************** in that timeframe.   ThedaCare does work with a number of independent providers and questions whether the payment in question is for another entity outside of ThedaCare.  However, ThedaCare did conduct a thorough review of Ms. ******** allegation and is unable to substantiate the same.
  
  In reviewing payments made by ****************** to ThedaCare, ThedaCare does not show a payment received for the account in question on October 23, 2022.  ThedaCare records show this patient is on a payment plan for $185.56 a month, with automatic credit card payments made on the 13th of every month since September, 2022.  Before that, ****************** was making payments on another ThedaCare payment plan on time and on a regular basis.  The documentation provided by ****************** shows a payment made to ThedaCare at Home in the amount of $89.10 with a transaction date of October 3, 2022. If ****************** maintains a payment was made on October 23, it would be helpful for ThedaCare to understand what amount was paid and for which services with a receipt or credit card statement showing payment, so that we may review our records. 
  
  ThedaCare makes all efforts to be transparent with its patients to the extent it can in the complicated area of billing. ThedaCare apologizes for the confusion this situation has caused and we are working to improve clarity in our process. We always appreciate receiving feedback that allows us to scrutinize our process and find ways to improve.  Should further information be required, please let us know.  If ****************** would like to speak with a billing representative, please contact our billing office at **************.
  
  Sincerely,
  
  ****************** ***************************
  Risk Prevention and Management
  ThedaCare, Inc.
  ************************************************************