Complaints

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had surgery at North Valley Surgery Center in affiliation with HonorHealth in January. Prior to surgery, I had put extensive effort into understanding how much my surgery was going to cost. I contacted North Valley Surgery Center, my surgeon, and my anesthesia providers. I contacted my insurance company. I got a letter of preauthorization. I got the amount of time the surgery was scheduled for. I got my ICD and CPT codes from my doctor. I provided all this information to North Valley Surgery Center, and requested pricing for how much my surgery was going to cost. I got a price option using my health insurance and if I had just paid cash for the procedure.After the surgery, the surgery center billed my insurance for NINE TIMES more than what they told me the surgery was going to cost, and then sent me a bill for double what they said my surgery was going to cost. Which was MORE than the cash pay rate.I have reached out to North Valley Surgery Center for explanation in many different ways without reply or explanation. I've called on the phone, I went in person to speak with someone, I submitted a fax for a record request, I have emailed, I requested to have someone go over my records with me, I submitted a request to be contacted at least 6 times on the North Valley Surgery Center website, and I even hand wrote a letter in November. ***** called me from ****************, but didn't have a full explanation of what was going on.Now I am receiving letters from *************** agency for an unexplained bill from North Valley Surgery Center. I feel as though I have gone far above and beyond what is reasonable to be my responsibility in dealing with this matter.North Valley Surgery Center's website is very deceiving in the claim of being affiliated with HonorHealth. I thought I was receiving care from an HonorHealth facility, however HonorHealth is not involved with the operations of this facility.

  Business response

  01/24/2024

  The concerns reflected in BBB complaint ******** were forwarded to me on 12/27/2023 to research and respond.  After account review, a voicemail message was left for the patient on 12/27/2023. 
  
   
  
  On 1/2/2024, I spoke with the patient about the concerns he had regarding his patient account and the lack of response he received.  In addition, I also explained the **** joint venture affiliation with HonorHealth.  The patient indicated he was satisfied with our conversation.  In addition, the patient advised that he wanted to be transparent and let me know that he had filed a complaint with the BBB.  I thanked him for letting me know and said I would be on the lookout for the letter.
  
   
  
  Should you have any questions or need any additional information, please feel free to contact me to discuss.
  
   
  
  Regards,
  
  **********************************
  
  Director, Revenue Cycle Operations
  
  ************

• Initial Complaint

  02/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This new complaint is related to complaint #********. I had an outstanding medical bill ($503) from North Valley Surgery Center/NVSC. Ive been dealing with financial hardship managing other medical bills too. So, I have been behind on making the payment, and the bill went to the Thunderbird Collection Specialists. On Feb 9, 2023, I submitted a complaint through BBB about Thunderbird Collection Specialists/TCS as they had added the 40% of the total bill amount as a fee on their bill without concrete explanation on how this 40% fee is justified and accrued. As of today (Feb 25), I found out through BBB emails TCS responded, indicating that the fee is being charged by their client, North Valley Surgery Center, not them. They also added that the 40% fee policy was stated in the patient financial document, which I do not know what they are referring to. The bills I have received so far never explained this fee. I inquired about this fee to NVSC and the **** *********************************** emailed me saying "I have determined that the collection agency charges a flat rate of 40% penalty of the balance owed which contradicts what TCS said about their client is who is charging the fee. Ive included the photo of Precillas email.Both TCS and NVSC indicate that the other party is responsible for this fee, avoiding taking responsibility. I want to ask if you, as BBB has the capacity to look into this 40% fee policy to see if its an illegal or egregious business practice that needs to stop. I am filling these complaints as I have never experienced this high fee level from any other collection agency Ive dealt with. I see this as an egregious practice of charging unexplained fees to patients who already have the hardships and challenges of paying medical bills, to begin with. Thank you.

  Business response

  03/20/2023

  As per our policy, when cases are sent to TCS, we have TCS charge 40%.  The 40% additional charge is due to us having to send the outstanding balance to a third party to do our collections.
  
  At time of service, documentation that patient signs, states if balance is not paid, case will be sent to collections for up to an additional 50% service fee.  Please see below.
  
  I UNDERSTAND I AM FINANCIALLY RESPONSIBLE FOR ALL CHARGES NOT COVERED BY MY INSURANCE. IN THE EVENT OF DEFAULT, I AGREE TO PAY UP TO A 50% FEE ADDED TO UNPAID BALANCES THAT REQUIRE A COLLECTION AGENCY. I ALSO AGREE TO PAY COURT COSTS, INTEREST ALLOWED BY LAW AND ATTORNEY FEES INCURRED BECAUSE OF THE DEFAULT.
  
  As per our collection policy, we send the patients four statements and make three calls prior to us sending to TCS.  The patient, in question, was given four calls prior to sending to TCS.
  
  Due to the patient stating that they are having financial difficulties, we will have TCS waive their fee as a one-time courtesy.  ********************* will contact patient and let them know that we have waived TCS fee.
  
   
  
  Thanks.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received medical care at facility in 2021 and made full payment for services rendered. (zero balance) Facility sent billing to 7 year old address and did not properly contact me for remaining balance. Once I was made aware of the outstanding balance it was immediately paid in person at the facility. Facility neglected to notify collection agency that it was paid. The request is that the facility notify *********************** that full payment was rendered.

  Business response

  08/11/2022

   

  The letter regarding BBB Complaint ID ******** has been forwarded to me to research and respond.  I have confirmed that payment of $514.50 was received on 5/5/2022.  ********************** Services was notified of this payment on 8/9/2022.  I apologize for the delay in notification to the collection agency.

   

  Regards,

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

  Director of Revenue Cycle Operations

• Initial Complaint

  05/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had surgery and started making payment $25 monthly to the surgery center. They asked if I could up my payment to payoff faster or could just continue with the same. I said I can only pay what Ive been paying in the past. I was told that that was ok. Now Im in collections and owe an additional $500.

  Business response

  05/31/2022

  Hi The letter regarding BBB Complaint ID ******** has been forwarded to me to research and respond.  Upon review of ************** patient account, the account was handled appropriately according to Sovereign Healthcares policies and procedures.  ************ began making monthly payments of $25 in February 2021, however, this was not an approved payment plan.  Payments were not received in February 2022 or April 2022 and as a result  the account was sent to outside collections in May 2022.  
  
  Upon further review of ************** account and previous history of consistent payments, this account has been removed from outside collections and any collections fees previously added to the account balance have been removed.
  
  Should you have any questions or need any additional information, please feel free to contact me to
  
  
  **********************************
  Director of Revenue Cycle Operations
  
  *************************
  Executive Assistant
  
  ********************
  3033 **************************************************** 85018
  O:  ************
  M: ************
  **********************************************************************************************

  Customer response

  06/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  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. ↩