ComplaintsforThedacare, Inc.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  09/28/2023

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

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

  Thank you,

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  09/28/2023

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

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

  Thank you,

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

  Business response

  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

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  07/10/2023

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

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

  Thank you,

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/10/2023

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

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

  Thank you,

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

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  06/19/2023

  Good Morning,

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

  Thank you,

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.
  ************************************************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 3, 2022, I visited ThedaCare *********** in ********, ** with what symptomatically was a sever case of tinitus, brought on by Covid.Upon checking in, I asked what the base cost of my visit would be and I was told that information was unavailable. I went through all the paperwork that was given to me and signed on the dotted line, believing that this was a simple visit and that I'd be charged like other walk-in clinics.After a brief exam with the Dr., he informed me that he felt that my symptoms were brought on by "environmental factors" which he thought this was allergies. I informed him that I have never had allergies in my 59 years and I was concerned about the implications of this coming on at the end of a bout of Covid. He insisted it was allergies and suggested that I purchase antihistimines such as ******** and ********While frustrated, I left with the intention of following his instructions, and I did. I still have the symptoms 2 months later.As I left, I stopped to pay my bill and I was again told that there's no way to know what the charges were and that I would be billed. All in all, a very frustrating experience, considering I do not have insurance and didn't want a big surprise in the ***************** to receiving my bill. I was SHOCKED. A 15 minute walk-in visit was $333.85. With a self-pay discount, the ******************* amounted to $190.29.I called the billing department to see what could be done and spoke with a woman named ****, who was pleasant at first but became more hostile when I confronted her about there being no such thing as a "minimum" charge or what might be considered the "lowest possible" amount a person could be charged. Why could NO ONE tell me this info?Had I known that the base charge was $190, I would clearly have walked away, looking for another option. I feel misled and cheated and would like my bill adjusted to walk-in clinic rates (ie $59), with no late payment penalties or credit reporting.

  Business response

  10/18/2022

  Thank you for allowing ThedaCare the opportunity to respond to this patient billing concern.  The patient had a concern about the amount of his bill from a 8/3/2022 visit. 

   

  The care and coding was reviewed and the following was determined:

   

  The charges and documentation are accurate. The encounter was billed as a new patient due to the fact the patient hadn't been seen in the last three years.  His last visit was 12/24/15.  The level billed was consistent with the onset of one new acute problem with over the counter medications suggested.

   

  Unfortunately, the registration desk staff and medical staff do not have information related to charges, as they are based on orders entered by providers during the visit.  The patients balance was adjusted to reflect his private pay status.  We are sorry to hear the patient feels he did not have a good experience.    I will have a billing representative reach out to him to discuss ThedaCares Caring Hearts program as an option to pay for this bill.

   

  Once again, thank you for allowing ThedaCare to review and respond to this concern.

   

  **************************, CPHRM

  Customer response

  10/22/2022

  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.
  
  
  
  I received a vocemail from a ThedaCare representative, regarding the Caring Hearts program and while I appreciate the additional information, this does nothing to address my complaint. 
  
  How is it possible that no one has yet offered up what the absolute minimum cost to walk in the doors is?  They regularly receive people who are generally in distress and feel that they have no other options, even though they've asked for this VERY PERTINENT information.  What is the least amount that a patient will be billed?  It's simple and there IS an answer.  Why won't they provide it?
  
  it's understandable that there's no way to know what the MOST a patient will be charged but give me information I actually need to decide if I should follow through, rather than leave me to make the decision based on the cost of other other walk-in services, only to discover that these costs are nearly 600% higher at ThedaCare and still more than 300% AFTER self pay discount.
  
  No.  I'm deeply upset with the lack of transparency offered by ThedaCare, even to this day, and I reject the current total, as billed.
  
  
  Regards,
  
  ***********************

  Business response

  10/28/2022

  Thank you once again for allowing ThedaCare to respond.  The reason I did not give a specific figure is because there is no base appointment.  It depends what has been completed or will be completed during the visit.

   

  The Billing team did confirm that, in the future, if the patient would like to call to ask about visit costs, they would be happy to assist him with a private ********** amount.  Please note, this dollar amount would only be an estimate as Billing will not be able to confirm what care will end up being delivered and billed by the provider.

   

  Thank you.

   

  Customer response

  10/28/2022

  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.
  
  
  This does not resolve my complaint.  I wasn't and still haven't been given a "lowest" possible charge. There certainly IS one.  It's the least amount of money that they have ever billed.
  
  I was under duress when I walked into the urgent care (who wouldn't be, when something is physically wrong and you need help?)  I was
  between a rock and a hard place and considering that they would not provide me with information on cost, I was left to assume it would be commensurate with other walk-in clinics.  How was I supposed to make any other decision but to proceed.
  
  It is shameful that ThedaCare lacks any transparency, what-so-ever, when it comes to patient care expenses.
  
  I still request that ThedaCare adjust my bill to be in line with other walk-in clinics, including the old ThedaCare location at the Shopko on Northland Avenue, where I paid $59 for a visit, right at the desk.  Additionally, I still request that ThedaCare remove any negative credit reporting from this incident.
  
  
  Regards,
  
  ***********************

  Business response

  10/31/2022

  Thank you once again for allowing ThedaCare to respond to this patient complaint.  The billing has been reviewed and the documentation meets the amount that was billed.  As such, ThedaCare will not be making any adjustments.

   

  If the patient would like to discuss what was billed for this date of service, or if he would like to get cost information ahead of future visits, I would ask that he contact our Billing team at ************ and then select option 1, for assistance.

  
  

  Customer response

  11/04/2022

  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.
  
  Nothing that ThedaCare has presented does anything to address my complaint about the the lack of transparency and their unwillingness to provide me or ANY customers with a base charge, let alone a menu of services to help people make informed decisions. 
  
  Attempts to obtain this information PRIOR to service as well as after the service was provided, left me frustrated but hopeful that a 10 minute visit with no real solution, would be fairly billed.  What other choice did I have, under the duress of having an ailment and needing to find answers. 
  
  Of course, no answers were provided and months later, while still following the original instructions from the provider, the problem persists.  None of this is acceptable.  The "solution" didn't provide relief and the bill was exhorbitant, even after the self-pay discount.  Whicih brings up an additional problem....why are insurance companies being charged more?  In the end, that only leads to higher rates for those whoh are insured.  All of this is a racket.
  
  
  
  Regards,
  
  ***********************

  Business response

  11/09/2022

   

  A Patient Accounts team member reached out to the complainant today to share where ThedaCares price transparency list can be found on our website (www.thedacare.org) as well as how to get price quotes through MyChart and by calling Customer Support.

   

  I would again ask him to follow-up with this team with additional questions as they will be able to assist.

   

  Thank you. 

  Customer response

  11/12/2022

  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.
  
  This NEW information is all ************* but why wasnt it provided to me on any of the (many) previous attempts, to obtain it, including when I needed it most.the day I checked in at ****** care and REPEATEDLY asked for it???

  It is utterly ludicrous that after more than a month, going back and forth in a BBB complaint,  they finally provide something they previously claimed was impossible and that simply did not exist.

  
  This resolves nothing and actually makes the entire situation worse.

  
  Ivstrongly reject EVERYTHING that ThedaCare has attempted, especially in light of this new development.

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got lab tests done on two occasions this year (2/24 and 7/21), and on both of those dates the tests done were not the tests ordered by the physician. I have been trying for months to have these charges removed from my account and nobody at Thedacare can help me. They are now threatening to send my account to a collection agency and the person I spoke to named ****** told me she cannot stop that. She also refused to let me speak to a supervisor when I made that request. I have attached a screen shot of some of the earliest correspondence I had with them to get this resolved. I've been trying for almost 4 months.

  Business response

  10/03/2022

  ThedaCares Billing and Laboratory team reviewed this complaint and determined that the correct test was ordered, but was entered incorrectly.  As such, that bill is being pulled back and the correct test will be billed.  However, the billing amount will still be the same as both tests cost $102.80.  After the contracted write off with the patients insurance company, a bill for the outstanding balance will drop to the patient.

   

  Please let me know if I can provide additional information regarding this matter.  As always, thank you for allowing ThedaCare to review and respond to this matter.   

   

  **************************, CPHRM
  Risk Management Specialist

  ThedaCare

  1818 *************************.

  ********, **  54911
  Office **************
  Cell **************

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

  Customer response

  10/03/2022

  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.
  
  My doctor thought it was the wrong test results based on the information he was given, so I have since gotten the tests done again at Froedtert.  I should not have to pay to have the test done twice and its not my fault that Thedacare labeled it incorrectly.
  
  Regards,
  
  *******************************

  Business response

  10/03/2022

  For the patients clarification, the test wasnt incorrect, just how it was billed.  The performed test was the correct test.

   

  Customer response

  10/04/2022

  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.
  
  It is an untrue statement that only billing was affected.  The tests results were obviously labeled incorrectly, because it was my doctor who told me the wrong tests were done.  I had the tests done again under advisement of my doctor, so I refuse to pay for the tests that were labeled incorrectly.

  I can't believe we are still debating this.  It is clearly Thedacare's mistake and they have already admitted so. I want to remind Thedacare that this applies to incorrect tests done on both 2/24/22 and 7/21/22.  I have lost all faith in Thedacare's ability to provide proper medical treatment.  Mistakes like this could lead to an incorrect diagnosis of a patient with severe consequences.
  
  Regards,
  
  *******************************

  Business response

  10/28/2022

   I thought this complaint was fully addressed.  I received confirmation that the actual test that was performed was correct, the descriptor was incorrect and was adjusted and rebilled.  This is consistent with my previous response in this matter.

  Customer response

  10/28/2022

  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.
  
  It doen't matter if the correct test was performed if everyone thinks its the wrong test.  My doctor told me I had to get the tests done again because the wrong test was performed.  I should not have to pay to have the tests done twice because Thedacare made a mistake.  This applies to tests done 2/24/22 and 7/21/22.
  
  Regards,
  
  *******************************

*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. ↩