Complaints

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2016 I was in a car accident and later received an emergency physician statement from kmc regarding the accident who ever they sent the bill to says I still owe insurance says it's been paid and they've talked to the hospital they will remove it and nothing has been done

  Business response

  06/24/2022

  Hi ******,

  
  

  Our Business Office Billing Manager spoke to the customer on 6/21 to inform her that she is taking care of the issue regarding the complaint.  She will be following up again on Monday 6/27/22 to ensure the customer's issue is resolved.

  
  

  Please let me know if you have any questions.

  
  

  Thank you,

  
  

  **** *****

  ****.*****@kernmedical.com

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 174***04, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I underwent some medical testing in April 2020. I received several bills for these procedures in July. I immediately paid them in July. I have proof in my statements. In January 2022 I started getting letters from collections agency about medical bills I didn't pay. Because I recently moved after a surgery in July 2022, I thought maybe the hospital did not update my address when I had contacted them to do so, so I called the hospital and asked to pay them directly. They said I could pay through a phone system. Wrote down confirmation number. Still kept getting letters from collections. Paid again through the online portal and got a receipt. Still kept getting letters. Dug around and found out that this was the same bill and I'd paid it 3 times. Kept e mailing the billing department (listed on the website), no one replied. Called and a rude person refused to look into the issue and told me to just email proof to same address I'd been contacting. Sent proof of insurance claims at the time, statements showing I paid, confirmation number info from when I paid 2nd time via phone, receipt from the 3rd time online payment. For weeks no one replied to the e mail they asked me to send. Called again and they refused to believe I paid until I begged them to look at the proof I sent via e mail. They finally looked into the issue and said that yes, I had paid in 2020, but they had mistakenly applied the payment to a different bill (that I had also already paid) or something like that and for me to call a different department (that I had also been sending e mails to already through their online portal for MONTHS). The collections agency will not let me pay through them because they agree this is an error in hospital billing. Every time I call someone they treat me like I'm an idiot/lying. I just want the charge marked as paid and the 2 extra payments back. The account information is: Statement number: 5********* Encounter number: *********1 Payor ID: *********7 Amount: $20.08

  Business response

  05/06/2022

  Good afternoon ******,

  My apologies for the delay regarding this complaint.

  One of our patient accounting specialists made contact with Ms. ******** regarding her account and all issues have been resolved.

  Please let me know if you need further assistance or have any questions regarding this complaint.

  Thank you,

   

  **** ***** | Executive Assistant to ***** *********, CEO

   

  Customer response

  07/24/2023

  Hi,

  I know it's been a while but I still never received a refund from them or any other communication about a refund.

  Thanks for your time.

  *******

  
  

  
  
  
  

  Business response

  07/25/2023

  Good afternoon, I have pulled up my emails from our *************** regarding this complaint.  I am pasting the language from the individual that spoke with ************************ back in April/May 2022.  Please let me know if ************************ would like someone to call her regarding her complaint.

  Hello,
  
  I reviewed all of ************************************* accounts and found that she did pay $20.08 twice and both payments were posted  to KM Encounter ********** and one of these payments should have been posted to *** Encounter **********.  I have requested payment transfer from *************** and verified that there is no refund due back to patient.   I have made contact with *********************************** and reviewed all payments on all of her accounts and she was in agreement with our findings. I have placed a copy of all of her encounter zero balance statements in the mail for her records and I have made contact with **** Medical vendors HRMG and CMRE to verify all encounters have been paid in full.
  Patient was satisfied with resolution to her complaint.
  
  
  Thank you
  *****

  Customer response

  08/01/2023

   I am rejecting this response because:
  
  

  Hi,

  I didn't see a way to reply to the message I read in the link but I wanted some clarification on their response - I had paid all the bills when I first got them and then when I got stuff from the debt collectors I had paid again several months later, so I overpaid. This message makes it seem like I didn't overpay and won't get a refund?

  
  

  Business response

  08/01/2023

  Please have ************************ submit current contact information.  Our billing office has tried to reach her regarding her refund of $20.25 and the phone number we have on file is not a working number.  We need to verify her address and need to call her to do that.  

  Thank you,

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

  Administration

*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. ↩