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Indiana University HealthThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Patient is ***** ***** DOB ******* DOS ******* claim billed amount $527. Ive been dealing w/ this since Sept 30th and your billing **** are absolutely awful. I have billing experience as well and I know more about billing than your ****. **** claim was processed as out of network with my insurance causing them to pass a coinsurance balance on of $131.75. The *** of ********** is in network with my health insurance and previous claims with this office were processed at 100% paid in full. no balance passed on to patient. See DOS 8/13/24 and 3/21/2024 for reference. The $131.75 was a result of the claim being processed out of network and is an out of network coinsurance. Per my health insurance has confirmed that this claim should have been processed as in network since the *** used was ********** and paid at 100%. however they are unable to correct the claim because IU Health Billing didnt bill this out correctly. There is an error on this claim causing it to be processed as out of network an error. I have talked to ******** (Quality Tier 3 rep) who refused to send this claim back to be reviewed further due to 1. The *** doesnt say it is out of network and 2. Someone has written off the $131.75 due to my son having CSHCS as a 2ndry plan. I tried explaining to ******** twice that the claim was indeed processed out of network because we have met our max out of pocket for the year and all claims are paid at 100% and we dont have a coinsurance or copay for in network providers after we pay our $300 deductible. I also explained to her that the $131.75 should not have been written off because CSHCS only covers certain diagnosis any kind of hearing issues its a covered diagnosis. And we no longer have Anthem HIP(Medicaid) as of 8/1/2024. But yet ******** will not send this to the correct department for them to review the claim for the error and resubmit it to get paid an additional $131.75. **** is the 3rd billing error I have had with IU since 2022 while I was pregnantBusiness response
12/16/2024
Please see attached.Customer response
12/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
***** ****** confirmed that there was an error with the claim on IU side and there were several other claims processed wrong for the ********** She is to get this claim fixed and keep an eye on our Sept visit to make sure it does get reprocessed and will send me a corrected invoice/statement.Regards,
******* *****
Initial Complaint
11/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've attempted to file a complaint with the Indiana **** of Insurance and the Indiana **** of Health, but both state they don't handle complaints like this, so who does?I went to a General Practitioner for a VERY SMALL bump on my forehead that I was looking to get removed. The ** sent me to a dermatologist at IU Health to have it REMOVED. Never was I under the impression, nor was I ever told, that the dermatologist wouldnt actually remove anything, even though thats why I was there. They had 3 different doctors look at my forehead, and simply say yeah, thats a bump, it should be removed. After that, they just forwarded me to a plastic surgeon at IU HEALTH. So nothing at all was done at the dermatologist, other than wasting my time and money. Before I even went to my appointment with the plastic surgeon I made it clear that my expectation would be to have the bump removed, not to just waste my time and money again. They said they understood perfectly. During the appointment, again, I had three doctors look at my forehead only to say, yeah, thats a bump, it should be removed. Again, a waste of my time and money. In the meantime, I keep getting bills from IU Health that make no sense at all. First of all, I already paid the co-pay, so why am I getting billed at all? Insurance should be covering the rest. But, despite that, Im getting bills that are gibberish. I have now gotten 4 bills from them, and every month I get a bill, its different than the bill from the month before.8/16/24 billed $133.00 9/13/24 billed $133.00 10/11/24 billed $296.80 11/15/24 billed $90.00 Then after I get all of these bills, I send IU Health a letter asking for explanation but I never get a response. After I send in the letter, they forward my account to collection. But the letter from that collections company says I only owe $66.80. So how much do I owe? And what exactly do I owe for, since so far, NOTHING HAS EVEN BEEN DONE?Business response
11/21/2024
Please see attached.Business response
12/02/2024
Good morning,
I tried to submit a response via email, but Ms. ***** was not able to open it. Please find attached the response to the complaint.
Customer response
12/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I've attempted to contact IU Health many times myself by phone and even letter, and not gotten a single response. IU Health has still never attempted to contact me in any matter about this issue.
Regards,
******* *******Customer response
12/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]No one from IU Health has ever made any attempt whatsoever to contact me about this issue. I have attempted to contacted them several times over the last 3 months and not a single one of my messages has been returned. Now they're saying they're contact me due to my complaint with the the BBB, but still nothing has been done.
Regards,
******* *******Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Indiana University Hospital Methodist refused to take my payment multiple times demanding that only my husband could pay his own bill when he was on a vent in ICU. I have the records to prove they refused payment that exceed your upload limit. After multiple attempts to pay the bills including having IU Methodist return my payement they sent a $350 bill to collections after being paid over $500,000 from our health insurance plan. Methodist is a god awful terrible hospital. They called and called wanting payment but sent the payment back. They called to schedule appointments while my husband was inpatient. Their collection agency has called over 50 times and sent countless letters. Its straight out harrassment.Business response
08/12/2024
Good afternoon,
Please find attached Indiana University Healths response to Ms. ******** BBB Complaint - Case ID ********.
Sincerely,
*************************, JD
Business Analyst
RCS Legal Support & Audit
Indiana University Health
***********************
Indianapolis, IN *****
P: ************
Customer response
08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
********************Initial Complaint
12/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Today I received a collection notice for $2,024.44 and had not received an itemized bill to date from IU Health for this amount. They claim to have sent an itemized bill in August and September. I have not received either bill. I do not have $2K to pay. I tried to pay $600 today and work on getting a loan for the remainder. I was on the phone for 40 minutes talking to a script and not a person. They claimed that they could only take payment in full. I would like to pay this debt and pay $600 today until I can get a loan for the remainder. I have requested an itemized bill to be mailed to me.Business response
12/20/2023
Please see attached.Initial Complaint
11/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been turned away on two different occasions by IU Health Paoli walk in clinic. Both occasions were ***** issues that the web site says a person can be seen for. First I was seen in the ** for spike in blood pressure. I was told to see primary doctor on Monday which they were closed. I looked on the web site for the walk in clinic and it clearly states can be treated for blood pressure issues with follow up appointment with primary care physician. I was turned away by the provider and told to go to the **. The second occasion was with my son. He had a painful bump arise in his r***** We were told to go to the ** not even seen. Their website says a person can been seen for cysts and small ones can be drained. I understand that maybe it was not a cyst but he was not even seen before turned away.Customer response
11/13/2023
My son was forced to go to the *** He will now have a bill I wish to dispute. Both the doctor and nurses could not believe the walk in clinic would not see him for that. My son heard much chatter about it. The doctor did not ***** anything or perform any procedure. He only looked at the area and described antibiotics something the nurse practitioner at the walk ** clinic could have done. We are always told not to go to the ** for minor non life saving emergencies and we were told specifically to waste time and staff in the ** on an abscess.Business response
12/05/2023
Please see the attached. Thank you.Initial Complaint
10/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i went to whinston vision. i had no idea my doctor quit. this place should be closed until they get more staff. its says do to COVID we do not have any help. when you check-in. i found out by *****'s patient helper that the West professional building is not reasonable for what doctors do and treat patients. She would not listen to me. by eyes could have been damaged. because Whinston Vision has trainees do everything even check for classes and write the prescriptions. she did not care she said i u any hospital just rents and never gets involved in any doctor ********** there letting doctors volatile the **** act. and do not care i was told by my insurance to get a second opinion and i did my eye could been damaged and the medicationBusiness response
10/16/2023
Please see the attached response regarding this complaint.Initial Complaint
06/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Since March of 2023, I have asked IU Health ****************** to submit a $567.21 balance to my supplement **************** for processing to no avail. In April 2023, I had to personally pay this balance for threat of non-payment. I have given the *************** my Supplemental **************** information also on three separate occasions and they still don't have this information in their system nor have they processed this supplemental claim as I have requested. Can you please assist me in getting IU Health to process this $567.21 claim then refund my personal payment.Business response
06/07/2023
*******,
Please see attached.
Thanks,
****
Customer response
06/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response still has not resolved my issue. It has only been passed onto another entity. In addition, IU Health has completely changed their billing system and I no longer have access to any of my bills prior to them changing their system. I have also asked to see my itemized bills since I began treatment in 2021. I have made this request in writing, verbally and to account representatives to no avail. In this complaint, may we also ask for all my itemized billing statements from March 2021 to the present. Since IU Health has difficulty properly submitting claims and I have paid them thousands of dollars, I need to review every bill now. Thank you, *************************
Regards,
*************************
Initial Complaint
02/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This complaint is for the ******** clinic located at ********************I am a patient at the ******** Clinic IU Health. I am currently homeless. My Social worker has been lying to me then entire time saying he was reaching out to agencies. I called all the places. Cone to find out he hasn't done his job it all. I am loosing weight rapidly, my health is declining.When I informed his boss she just pacified the situation. It's been going on for over a year.Business response
03/10/2023
Please see the attached response.Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Started using CPAP device in July 2022 but mask I was fitted for did not work. Could not get back into IU Health ********* until September 2022 in which I got a full face mask that worked. Now I could see if mask worked but Anthem quit paying for CPAP machine due to not using it during time I was getting mask corrected. My work schedule became extensive cause I was going somewhere every three weeks and could not take machine with me. I have been asking to get insurance back on board since October 2022 with IU doing nothing. Had Dr. *********** in Dec 2022 to get things back on track. Turned CPAP machine back in January 2023 when I got no response. I was being charged $52/month with insurance picking up the rest. ** is now charging me $191.59 and $69.00 each month since 26 October 2022 and I did not even get mask fitted until that time. Thank You.Business response
03/10/2023
Please see the attached response.Initial Complaint
10/05/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have multiple bills from my child being hospitalized in the *** 3 times in the past year. I sent in a financial assistance application that was denied. I arranged a payment plan for the $175.00, but I received a notice from a collection agency for that amount. I want this taken off my credit report since I did arrange a payment plan, and there were multiple account numbers that a representative had to combine into one for my son. Account #********. Patient name: *********************.
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Customer Complaints Summary
10 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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