ComplaintsforWVU Medicine Hospital Services

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/9/2023 I visited WVU urgent care in Inwood WV. I explained my issue, and told Alley at the front counter I did not have insurance. She told me what the cost was to be seen, and told me that I had to pay up front. Alley waited until my payment went through to tell me it would be a 1.5 hour wait. This upset me, as I am in pain, and would have went to a different location. This happened 2 hours ago, and Alley is now telling me it will be at least another hour because I don't have an appointment... if I wanted to make an appointment, I would have called my doctor, not come to urgent care. I asked about a discount for my inconvenience and was laughed at. The fact I was charged before being told a wait time is rediculous. Now it's 3 plus hours before I can see a doctor. Having to make an appointment to see Urgent care takes the URGENT part of it out. Now I'm hoping to at least get the CARE part of it. I will also be contacting WVU Patient Advocacy to file a complaint. If I wanted to wait 3 hours in pain before being seen, I could have gone to the ER.

  Business response

  11/10/2023

  I have reviewed the account, and the patient did wait at the clinic for 3.5 hours before being discharged.   He paid $125.00 up front but since he was a self-pay patient he did overpay and will be refunded $29.00 and also was entitled to a 50% discount on the total charges which was applied.   I will notify the refund staff to process the refund and to allow 7-14 business days to receive.

  Thank you. 

  ****** ****

  ESC Manager

   

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4.18.2022 I had an office visit/outpatient visit, Est, Level III with WVU Medicine - ********* ******* **** for my blood pressure and during that visit I was given a brief emotional/behavioral assessment. We also spoke of my weight at the appointment. The Provider coded the appointment with a CPT code NOT covered under WVU Medicine insurance or WVU Medicine clinics, I called the office and the billing office several times between Oct 2022 and June 2023 with the billing office and clinic stating that they knew the visit was coded incorrectly and that the provider would correct the code. As of date, June 6, 2023, the code is still incorrect, WVU has sent me to collections, even after I've called and disputed the CPT code and charges. At this point to I have paid the incorrect amount billed of $172 in order to avoid it hitting my credit. I request that WVU rebill with the CORRECT CPT code, refund my charged payment and reassess billing policies within the company. At the time I was an employee of WVU and it is very disheartening that this is happening, especially when it is a visit to improve our health.

  Business response

  06/08/2023

  This patient has contacted our customer service department.  She advised that she was charged incorrectly for CPT ***** which is a Brief Emotional/Behavioral Assessment.  This is clearly noted in her chart in which the nurse asked certain questions and the patient responded.  For this charge, her insurance paid 100%.  The office visit charge was denied by her insurance as non-covered based upon the diagnoses assessed during the visit.  I applied a 50% discount due to non-covered by her insurance.  Please know that our department or coding can't change any of the physician's coding unless the physician submits a correction to our coding department.  Our coding department did review her visit and determined based upon her visit record by the physician, the charges and diagnoses were correct.  Therefore, she did owe the $172.00 which did go to collections.  She will be refunded $76.00 once her payment is posted to her account.  That patient will need to discuss coding concerns with her provider.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have received multiple bills with different account numbers but the exact same amounts down to the cent, I have had some of the bills turned over to collections even though the bills are still being sent from WVUMedicine AND the collections agency. MY biggest concern is that this is being double billed to me so doubling the amount and also it is going on my credit report. This is setting up for failure because no matter how much I pay on one of the bills, the other bills (which are the exact same ones) aren't getting credited. They are also billing me under multiple account numbers - please see the documents attached. 2- things at minimum are happening here. They are Unbundling & trying to increase profits by billing separately for procedures that are part of a single procedure. Billing by ********** ****** ********** and WVU Hospitals (WVUMedicine) and also they are Double billing. They are billing multiple times for the same medical services. To avoid detection, they are changing the account numbers and sending multiple bills which are ironically the same exact amount. Then threaten to send to collections and do but still send me a bill for what they sent to collections. This is deplorable and horrible business. Not to mention illegal. How many time have they done this to elderly or less educated patients? Or even to ******** *** ******** who just pay it and move on. This is very confusing and almost impossible to pay off because I am receiving multiple bills for the EXACT same amount AND under different account numbers. Why don't I have one account with one number and an amount due. This is ridiculous and fraudulent. Please help.

  Hello, I have attached the requested documents and also attached a letter that I just received yesterday from WVUMedicine  Health System stating that they sent me to collections and will take further action. Interestingly enough, this letter has yet another account number in addition to all of the different bills and account numbers that I already have sent you. I have no idea why I am receiving all of these bills as they are double bills with different account numbers and the newest letter received yesterday has yet another account number with a different amount. I have been fully insured for all of these appointments and there is no way that I owe this much even with my deductibles so they are either billing incorrectly or billing twice or overbilling. They also have  have me under multiple account numbers but I do not believe this is correct. Please help. PLease see attached and I have included my HIPAA signed document 

  Business response

  06/05/2023

  Our patients have a different account number for each service date but has a main Guarantor account number in which these different accounts are created.  The letter she received dated 05/05/23 is account specific but the balance is reflecting her overall Guarantor balance.  This letter is urging her to contact our billing office to discuss possible financial assistance.  All patients receive 4 consecutive billing statements before an account is turned over to a collection agency.  This particular account was turned over to collections on 05/08/23 thus the attorney's letter is reflecting the same account but giving the actual account balance which is $1106.67.  If she would have only followed the directions to contact us, her accounts may not have aged to collections as we could have screened for financial assistance or discussed a payment plan with her.  Once accounts are turned over to collections, WVU Medicine billing no longer pursues those accounts internally.  Also, our collection agencies do not report to the credit bureaus unless there is a legal suit to collect which is reported by the county courthouse.  If she has something reported against her credit, she would need to provide us the amount and the agency name for us to investigate.

  I can assure you we do not double bill our patients.  However, it may be confusing to this patient that she may have a charge by the physician and a charge by the hospital for the same date as most of our clinics are owned and operated by local hospital facilities under WVU Medicine.  This will generate a separate charge by the hospital.  This is a mandated billing process required by CMS.

  To resolve this matter, I will ask one of our senior reps to reach out to this patient in hopes to address her bad debt accounts as well as current balances.  

  Thank you.

  Debbie ***** Manager

  Enterprise Customer Service

  WVU Medicine

   

   

   

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I did reach out and once again, I was told that the two accounts had a balance (of the same exact amount) of over 7 grand. There is no way that I owe the physician and the hospital the same exact amount of over 7 grand each. I still have those bills on my account mychart but they have also been turned over to collections so who do I pay? Because I’m not paying both. And there is not way that I owe 7 grand in medical bills. I should not have 2 accounts either. I am single and never had anyone on my insurance until December 2022. 
  
  Cynthia ******

  Business response

  06/08/2023

  The patient owes a total of $5964.27 (includes current and collection accounts) for hospital charges which are billed separately from the physician charges.  She owes $2384.27 (includes current and collection accounts) for physician charges.  This gives her total balance due of $8348.54.  I have attached a record of her account in which she owes.  Most of our professional clinics are owned and operated by WVU Hospitals which in most cases there will be a charge billed by the physician for their services and Provider Based Billing charge billed by the hospital for the same date of service.  This is a Medicare billing regulation.

  The patient still has the opportunity to contact our customer service department at ************** to discuss possible financial assistance.

  Thank you,

  Debbie ****, Manager

  WVU Medicine

  Enterprise Customer Service

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The appointment was held on 12/27/2022. This was a consultation for speech therapy for my 1 year old. At this appointment I was asked questions about my child's development milestones. Absolutely no medical service was provided. My child was not even addressed during the consultation, he played with toys. I have since had him reevaluated through the state of ****** ***. I have received a bill, account number *********, for "speech therapy." I am left to pay $292.37 out of pocket. I have called multiple numbers with no access to anyone that can help me dispute this charge. The only other option for contact on the bill is a mailing address but the bill is due to be paid 3-11-23 with this business having a history of turning customers into collections quickly. I am worried about waiting on the mail for this reason. I have not paid on this bill yet. I would like to dispute the charges. I am also wondering how it is allowed for WVU Medicine to monopolize most medical providers in my area.

  Business response

  02/24/2023

  I have reviewed the complaint as well as the visit for her son.  There is a clear documented record for this visit.  The evaluation was based upon the information the mother provided and during the playtime by the child.  Scoring under the ******** *nfant-Toddler Language was applied as well as recommendations/treatment plan.  Goals were discussed with the mother for activities that can be performed at home with the child for speech/language improvements.  The insurance was billed for the visit and they applied $292.37 to deductible and co-insurance.  If the mother opposes the care for this visit, she can contact Wheeling Hospital and request to speak with the patient advocate.  The mother did contact our customer service department on 02/20/23 to discuss the matter and was advised the account would be reviewed.  This will be considered to be the review and we will also contact the mother to advise as well.  We do offer payment arrangements such as discounts to pay in full, payment plans and financial assistance.  This will be explained to her on the return call.  WVU Medicine follows regulations before sending an account to collections which includes sending 4 consecutive monthly statements as well as phone calls.  The 4th statement advises the account is in jeopardy of collections and urges the Guarantor on the account to contact our customer service dept to make a payment arrangement.  If no response by the due date on the final statement, the account goes to collections.  That's a total of 120 days for a patient or Guarantor to contact us.

   

  Sincerely,

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

  WVU Medicine

  Enterprise Customer Service

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Problem with billing, no itemized bills,doesn’t wait for ******** and Supplement payments applied. They list more than one DOS but don’t list each date so we can match up with EOB. Called 2/10/23 Bobby hung up on me, so I sent copies of the statements, ******** EOB and Supplement EOB on 2/13/23. On 2/16/23 we received a bill from a collection agency for 2 of the charges. My husband was in ******** Hospital (*** Medicine) for almost a month so I’m trying to match over 60 pages of EOB from ******** and 10 pages of EOB from the Supplement. My husband had triple bypass and his heart stopped 3 times from the time the EMT’s picked him up 2x and once in the ER. He has trouble hearing and I always handled everything but they don’t want to speak to me. We are in our 70’s and don’t stiff people for money. Our supplements are paid to handle what ******** doesn’t so why are we being harassed. The doctors and WVU are mediocre at best but it’s the only game in town. Thank you for your help and understanding in this matter. Sorry for this long ranting complaining. My husband is ****** ******** ********* **********. Thanks again!! Respectfully Audrey ********

  Business response

  02/24/2023

  This complaint is in review and I will give full details when review is completed.

   

  Thank you.

  ****** ***** Manager

  WVU Medicine

  Enterprise Customer Service

  Business response

  02/27/2023

  Account that were listed in bad debt have been returned from the agency and we have extensive notes on the accounts.  There is a missing payment issue that is now in the process of being corrected.  At this time the patient doesn't owe a balance.  One of our senior CSRs will contact the wife today to advise of the resolution.

   

  Thank you

  ****** ***** Manager

  WVU Medicine

  Enterprise Customer Service

  Customer response

  02/27/2023

  Better Business Bureau:

  I appreciate your prompt handling of this matter. Kimberly from WVU Medicine said they were going over the statements and payments missing from supplement and to contact her with any other issues. She said I have no balance. Hopefully this matter is straightened out! Again I appreciate your help in handling this matter.

  Respectfully
  Audrey *** ******** 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in the hospital for 13 days my bill was over $40000 after insurance payments and deductions my remaining balance is approximately $1900 they sent me a threatening letter telling me that they were taking me to court to have my wages garnished if I did not call them immediately to agree to pay $50 per month starting in December. I told them I could do $10 a month and they refused that I even offered $20 $35 per month and they refused that as well they said if I do not agree to the $50 payment and if I miss or skip any payments or any payments are returned it will immediately void out the payment arrangement and I will be taken to court I have an investigation pending with patient advocate because of the horrible care and experience I had while in their facility. The legal dept states that has nothing to do with the bill.

  Business response

  01/03/2023

  The patient's original balance after insurance was $1870.86.  She had made 3 payments of $10 in May, June and August of 2022.  She received 6 statements sent to her home address on file which is the same as listed on this complaint.  Of course, a $10 payment on this balance is not acceptable.  The patient uses ******* and sent a message to our customer service dept in August 2022 and our rep advised the patient of our expectations of setting up an acceptable payment plan to prevent the account from aging to collections.  The patient advised that legally she is only required to pay $1.00 per month and is certainly a misconception on her part.  Our reps advised this patient on several messages that she could call our department to discuss other options such as financial assistance.  The patient never responded and the account aged to collections on 10/30/22.  She would need to contact ** ******** office at ************ to discuss any payment arrangement on this account.

  WVU Medicine will work with all patients to satisfy their balances.  We offer a 3 month unacceptable payment plan in which the patient can pay any amount affordable to them but after that 3rd payment they are advised they must contact us back to set up an acceptable payment plan to prevent the account from aging to collections after that 3rd month.  We have a payment plan policy and all patients are advised of the expected payment plan amount.  We also have the discussion of financial assistance.  The patient can apply for WVU Cares and a financial counselor will review their information and determine if they meet guidelines.  We have a separate phone number for our financial counselors which is listed on the application in which the patient can contact with any questions.

  This patient's account was handled appropriately according to our bad debt placement and our billing/collections policy.  

  Sincerely,

  ****** ****, Manager

  WVU Medicine

  Enterprise Customer Service

   

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ***** ****** and my guarantor number is ********* with WVU Medicine. I was seen at ****** Hospital Center on April 14th, 2022 at the Cancer Center. During the visit, it was determined that I did not have a preauthorization for the blood work that Dr ***** had requested. It was an outdated preauthorization. At that time, the staff and I agreed to draw the "in house" blood work because that is covered with the visit. Someone went across the hall to and said someone is going to contact the insurance to get a new preauthorization. The nurse, Melissa, decided to draw more blood so that I would not have to get poked again once the receive the preauthorization. Melissa stated that the blood is only good for so long and that they would dispose of the blood if they did not receive the preauthorization before I left that day. I was taken to a room and that is where I told Dr ***** what was going on. We both agreed for me just to have the blood work done in WY since I am now a resident. Dr ***** faxed the referral to my doctor in Jackson, WY. Dr ***** also documented that I did not want the blood work done and requested to have it done in WY. I had the blood work done in Jackson, WY at ** ****** Hospital. I have spoken with ****** Hospital Center President, ***** ****, multiple times and the situation has not been resolved. I have been receiving bills from WVU Medicine and ** ****** Hospital for the same service. I am attaching Dr *****'s referral to my doctor in Jackson, WY, Dr *****'s patient notes, WVU Medicine ****** Hospital Center response to my grievance from ***** **** and my letter that I sent to my insurance company asking for help.

  Business response

  09/06/2022

  Please be advised that this patient complaint has already been reviewed by our ****** Hospital Center’s administrative personnel and it was determined that the patient is responsible for the services rendered on 04/14/22.  A letter was mailed to the patient with the findings and final determination.  The services were billed to her insurance in which $1951.59 was considered as non-covered by her insurance plan.  Therefore, a 50% discount was applied to her account today.  I will also send the patient a letter to advise of reviewing her BBB complaint along with the discount applied to her account.  WVU Medicine/****** Hospital Center considers this matter to be resolved.

   

  Thank you.

   

  ****** ****

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

  WVU Medicine – WVU Health System

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

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The service and care for my daughter was good. There was no cure given or administered. We were sent home to allow the sickness to pass on its own with some medicine. The amount of the ********* *********** was $3075.88 that was started in approximately June, 2021. Since that time, i have faithfully made payments and had paid the invoice down to $1100.00. Approximately 65% of the invoice has been paid and payments were monthly if not more and were usually higher than any minimal amount. I have clearly made good faith efforts to pay the invoice and would have continued to do so, but now it has been turned over to a collection agency which impacts my credit rating. This is absolutely ridiculous and wrong. If I had not made any efforts to pay, it would be different, but I have clearly made good faith payments routinely since this was made. Needless to say, $4000 plus for approximately 10 hours in a hospital seems incredibly high.

  Business response

  02/07/2022

  The complaint for the above case has been resolved and I am responding to the recent complaint letter dated 01/24/22.

  The Guarantor on the patient account has an open balance with *** ******** and had made payments on the account. However, the guarantor didn't contact us to set up an official payment plan in our billing system. Therefore, accounts did age out to collections appropriately. Also, they would have been advised on our monthly billing statements to set up the payment plan either on their *** ******** MyChart or to call our customer service department. This request wasn't followed.

  Regardless, due to their faithful payments and as a 1 time courtesy, we returned the accounts from collections and set up a $100/month payment plan. One of our reps attempted to contact her on 01/20/22 but the call wasn't able to connect. I mailed her a letter today to inform her of the resolution.

  If you need anything else, please let me know.

  
  Sincerely,
  
  *** ********
  

  
  

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I get routine labwork (lipid panel, urine culture, etc.) yearly at my doctor's office. I have never had a problem before. This year, WVU medicine took over his practice in some way. I went for the nearly the same bloodwork in July 2021 that I did in July 2020, and the costs were 230% more. The price gouging is unethical. When I first got the bill, I requested it be corrected through my WVU patient portal, (Sept. 1). I also contacted my doctor's office at that time by phone and patient portal. The doctor's office replied that they could not even see my bills since WVU took over. After receiving another billing statement, I again contacted WVU through my patient portal, and was told on Oct. 6 that it was under review by a supervisor. I have sent specific hard copies of letters detailing the fact that identical codes are 230% higher than the previous year's bills, and contesting the cost increase. I have now received a past due notice, Oct. 15, and am concerned about my credit.

  Business response

  10/22/2021

  I have thoroughly reviewed the complaint of this patient regarding charge pricing for hospital facility lab services per your letter dated 10/15/21.

  The patient did call our customer service department on 09/08/21 and also sent messages via our ******t patient portal and she has received responses from our staff advising of a full explanation to the patient. WVU Medicine abides by price transparency regulations. Prices can vary between our teaching, community and critical care facilities. Hospital lab charges are higher in price compared to an independent lab. Patients are able to view prices on our website as well as speak with a financial counselor to obtain prices/estimates. We do have a standard charge and each insurance has their own allowance amount and we accept those allowances if we have a contractual agreement established with the insurance. This patient's total lab charge was $875.00 however her insurance only allowed $411.25 and the difference between the two amounts is adjusted and not charged to the patient, The insurance applied $411.25 to the deductible.

  The lab services were performed, charged and billed appropriately. We don't have any record of similar past charges for any comparison. I can only assume her physician's office may have used a different independent lab in the past and those services weren't billed by WVU Medicine. A patient can elect to receive a written lab order and go to their preferred laboratory.

  WVU Medicine does provide a 20% discount for patients wishing to pay in full within their first billing statement. If that isn't an option for them, we offer a payment plan or they can be screened for financial assistance should they not have financial means to pay their account.

  If you should have any other questions or concerns, please let me know. I will be sending a copy of this letter to the patient.

  
  Sincerely,

  WVU Medicine Enterprise Customer Service
  

  
  

  Customer response

  10/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I went to the same place for the same tests and was charged more than double.  What the physician did beyond that is nothing I had control over.  I should not be responsible for the upcharge.
  
  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. ↩