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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
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had surgery back in May of this year ( 2024) I have been making payments on my surgery every single month on time. One day I go into my portal and my balance is gone. I call and they tell me that regardless if I was making payments, they moved the balance to there in house office that handled balances being paid off. The only reason? I didnt set up a payment plan and was going in every month to make a payment instead. I asked if there was a way to reverse this decision and they said no. So now I have to pay off my entire balance in 5 months and if I dont they said they will report it to my credit. Which should seem illegal.Business response
11/15/2024
Good morning, we need some additional time to respond to Ms. ******* complaint. A 7 day turn around time is a short time period to allow for review of the account(s) and drafting and final approval of the response within multiple departments. Please advise if we can have an additional 7 days. Thank you.Business response
11/21/2024
A detailed response to this complaint has been attached.Initial Complaint
08/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
With Insurance this hospital provided me with a cost estimate of $697 for annual preventative bloodwork.(labs.) Across town at the health department, it cost $35.Barton county Hospital should not be allowed to rob peopleBusiness response
09/17/2024
Good morning, our ************************************* has been reviewing Mr. ****** accounts. We have been unable to locate the charge that he referenced in his complaint. Is it possible that Mr. ****** complaint entailed what CoxHealth "would" have charged if the service was performed here or did he actually have the annual bloodwork and if so, what is his date of service for these labs?
Thank you for any additional information and details that you can provide. We will get a more thorough review and response on file once we receive this information.
Initial Complaint
08/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Billing errors and double charges and or charges that were added for services i did not recieve.Business response
09/17/2024
Good morning, would it be possible to obtain additional and sufficient information to allow our patient financial services department to review Mr. ********* accounts.
His complaint references billing errors and double charges and billing for services he did not receive. We will need the dates of service for these alleged errors as well as information about what services he was billed for but did not receive. If you can provide this information, we can proceed with an account review. Thanks so much.
Initial Complaint
07/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I visited the *** urgent care at *** South in February. I visited with a physician maybe for 5 minutes. I was billed for an emergency room visit and I was billed $298. My insurance wont pay because it was billed as an emergency room visit. I have been paying this monthly, but they say they will refer the issue to a collection agency no matter how much I have payed unless I pay it in full. I dont see how an urgent care visit turns into an emergency room visit. The emergency room entrance is on the other side of the hospital. I was billed $300 for a 5 minute visit!Business response
08/09/2024
August 8, 2024
Better Business Bureau
Dispute Resolution Department
**********************************************************************************************RE: Complaint ID: ********
Customer Info: *********************
To Whom It May Concern:
CoxHealth is in receipt of the above-referenced complaint wherein you have
attached Mr. ***************** complaint and requested that CoxHealth provide a written
response. Please accept this letter as our response.
I have had an opportunity to thoroughly review the allegations outlined in Mr. ********** complaint, which include allegations that following his visit to the *** South
*********** that the bill submitted to his insurance detailed Emergency Room
Services. ************** further stated that his deductible for an Emergency Room visit is
much higher than the deductible for an *********** visit.The *********** at the ****** Center where ************** went for his visit is
located on the same campus as our Hospital ********************* It is important to
note that the CoxHealth *********** Center is operated pursuant to the provider-based
billing model defined by the Centers for ******** and Medical Services (CMS),
whereby the clinic functions as an outpatient department of the hospital as opposed to a
traditional, independent or freestanding clinic. In the provider-based billing model, also,
commonly referred to as hospital outpatient billing, patients may be subject to a higher
deductible and will receive two charges for services provided. One charge represents the
facility charge and one charge represents the physician fee. This causes a patient to
receive two separate charges, potentially two co-payments and typically two bills.
CoxHealths use of this billing model follows the guidelines set out by CMS which is
widely used and recognized throughout the country. However, as required by CMS, there
is signage in our *********** Center that advises patients they are in an outpatient
department of the hospital and they will receive two bills for the services rendered within
that department. Our billing practices comport with the law and are appropriate.I have noted that ************** has requested that the *********** charges be
submitted to his insurance. However, we have confirmed that his February 26, 2024 visit
was submitted to his insurance provider (Anthem BCBS). The insurance company
processed the claim but did not submit payment towards said claim. Accordingly, the
Anthem BC/BS contract adjustment of $40.65. was applied to his balance. As of this
date, ************** has a remaining balance of $200.00 for this visit. If ************** would like
to set up a payment arrangement, we will gladly work with him.At CoxHealth we are committed to providing great healthcare and we are always
trying to improve how we serve our patients. We apologize for any distress and
frustration ************** has experienced.
Best ********************************************************************** ServiceCustomer response
08/10/2024
Complaint: 22074276
I have reviewed the business' response and am rejecting it because:
There was not 2 separate charges, there was was 1 line, Emergency Room visit. Since it says Emergency Room visit my deductible is $250. If the statement had said urgent care visit, no matter the amount, my deductible would have been $40 and my insurance would have paid the remainder of the balance. Urgent care visit, my responsibility is $40, Emergency Room visit, my responsibility is $250. Im in no way saying they shouldnt be paid. Im saying the way they code the visit changes what the insurance pays and doesnt pay. The exact reason my insurance didnt pay was it was submitted as an emergency room visit. I dont understand how an visit to urgent care, what Id above the door is coded and billed as n emergency room visit.
Sincerely,
*********************************Business response
08/29/2024
A subsequent and final response is attached to ****************** 2nd letter. Thank you.Initial Complaint
03/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Issue is medical debt being applied to account and when bills were being payed the money was not going to the oldest accounts. Also we are being billed for ****** kids that have not been in the home in over 3 years. When calling they say it will be resolved in 2 weeks but still fighting *** on the medical side of the buisness.Initial Complaint
01/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received emergency services 2/18/2022. Billing was received, a payment plan was set up to pay in monthly installments automatically withdrawn from my bank account. **************** was filed and in August of 2022 my automatic payment did not withdraw from my account. I called *** billing and was told my balance was now zero and no further payments were needed. I received a new bill for the full amount of services for the exact same date on January 6, ****. No bills or statements were sent to me between 8/2022 and 1/****. The matter was resolved on my end when *** billing told me my balance was zero in August 2022 and they discontinued taking monthly payments from my bank account. Now the business appears to be charging me twice for services that took place almost two years ago after they told me my account was at zero.Business response
01/18/2024
We received and thoroughly reviewed complaint #21108014.
In response, we reached out to patient via telephone and its our understanding this matter has been resolved to patients satisfaction.
At CoxHealth we are committed to providing great healthcare and we are always trying to improve how we serve our patients. We apologize for any distress and/or frustration that patient may have experienced.
Best Regards,
Patient Financial Services
Denea Fuson
Assistant General Counsel, Legal Department
Fax: ************ | Mobile: ************
**********************************************
coxhealth.com
Customer response
01/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
12/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to Urgent Care for a suspected infection. Doctor performed a pelvic exam and stated he wasn’t sure what type of infection I had but provided me antibiotics and was going to send for a culture. He stated that after 24-48 hours someone would contact me with results. After 72 hours of not hearing anything from the provider, I called to get results. I was told that the two tests that I needed were never submitted. I ended up having to go be retested elsewhere. I talked to clinic manager and was told I couldn’t get a refund since I received services, despite the fact that they were not the services that I even went to the doctor for to begin with and were unnecessary. After that I was told to call patient services and it’s been two weeks since I filed a complaint directly with the business with no response. I ended up taking antibiotics I did not want to take unless absolutely necessary (I’m pregnant) and had to spend more money to go to a competent provider. I want my copay back (realistically my insurance should be reimbursed as well).Business response
01/25/2024
January 23, 2024
Dear Better Business Bureau Investigator,
We received complaint #********. Our Office of Patient Experience reviewed and mailed a responsive letter to patient dated January 9, 2024.
Sincerely,
Patient Financial Services
***** ***** Assistant General Counsel, Legal DepartmentInitial Complaint
12/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 28,2023 Cox health treated me for a minor cut by applying gauze and tape. Upon my exit paperwork being presented I asked where to pay and they claimed to have no way of knowing what the cost would be. I said I wouldn't pay them unless they would accept payment immediately at the time of service. I have called their billing office and echoed that sentiment that failure to charge me at the time of service forfeits their right to be paid. Despite that they have repeatedly sent me bills that I wish to not receive any further or any credit collections. I had cash in hand at the time of service that they refusedBusiness response
12/08/2023
December 7, 2023
Dear Better Business Bureau Investigator,
Wereceivedand reviewedcomplaint#********(dated12/2/2023).
In response,the subject billing was thoroughlyreviewed. Due to documentation from providers and verification of charges, CoxHealth’sbilling cyclecan take up to seven (7) to fourteen (14) business days to provide the total billed amount for emergency room visit services to the patient. Here, the subjectcharges were correctly billed. Additionally, at the time of service, thepatient signed an authorization stating that he was financially responsible for any billing for servicesreceived.AtCoxHealthwe are committed to providing great healthcare and we are always trying to improve howwe serve our patients. We apologize for any distress and/or frustration thatpatientmay have experienced.
Sincerely,
Patient Financial Services
***** ***** Assistant General Counsel, Legal DepartmentFax: ************ | Mobile: *****************.******************* *************
COXHEALTH CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.
Initial Complaint
11/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
CoxHealth ***************************** *************************************************** I went to ***************** on Sunday, August 20th, Before seeing the nurse practitioner for treatment, a financial representative from the clinic came to me and told me some information, mainly that I needed to pay a $75 copayment for my insurance company, which I paid immediately. There wasnt any further explanation of possible additional charges or reasons for concern on my part. The facility conducted blood work, a urine test, an X-ray, and an IV with famotidine 20mg and ondansetron 4mg. (My diagnosis- Gastritis; Ileus). Several weeks later, I received a bill indicating that I owe $988.94 for the visit (The entire charge was $3,367.67). Due to the Outpatient Medical Facility coding that *** sent to my insurance company, they refuse to pay my urgent care expenses due to the charges not technically coming from an urgent care facility. The billing representative for CoxHealth said they are not an urgent care" but more of an outpatient medical facility like an ER. This is completely ridiculous and unfair. As the customer/consumer, how am I supposed to know about this type of distinction? There was nothing to indicate that this facility is anything other than an urgent care. Their sign, their discharge paper and billing statement says urgent care." Without any explanation to me, and without any sign or notice in the facility, they billed me for something other than urgent care. There is no way to prevent this type of deceptive billing and exaggerated charges for services that are being charged behind my back without being made aware of this up front.I checked ****** reviews: They have been charging this way for approximately 8 years without being held accountable by anyone. Isn't this illegal? Shouldnt they be required to change the name to ER or Outpatient Medical Facility or some other appropriate and accurate name, or at least inform patients?Business response
11/09/2023
November 7, 2023
Dear Better Business Bureau Investigator,
We received and thoroughly reviewed complaint #20828469 (dated 11/06/23).
In response, the *********** at the ****** Center is located on the same campus as our Hospital ********************* It is important to note that the CoxHealth *********** Center is operated pursuant to the provider-based billing model defined by the Centers for ******** and ******** Services (CMS), whereby the clinic functions as an outpatient department of the hospital as opposed to a traditional, independent or freestanding clinic. In the provider-based billing mode, also commonly referred to as hospital outpatient billing, patients may receive two charges for services provided. One charge represents the facility charge and one charge represents the physician fee. This causes a patient to receive two separate charges, potentially two co-payments and typically two bills. CoxHealths use of this billing model follows the guidelines set out by CMS and it is widely used/recognized throughout the country. Additionally, there is informative signage in our *********** Center (which advises patients they are in a hospital based facility and may receive two bills for the services rendered). Our billing practices comport with the law and are appropriate.
At CoxHealth we are committed to providing great healthcare and we are always trying to improve how we serve our patients. Again, we apologize for any distress and/or frustration that patient may have experienced.
Best Regards,
***************** Services
Customer response
11/11/2023
Complaint: 20828469
I am rejecting this response because:
This facility is tricking people into paying higher prices and for more services than at a "real" "urgent care." No-one explained to me that I would be charged in any other way that as an "urgent care." There are myriad complaints on the internet regarding this practice, yet nothing is being done. I am not willing to sit by silently while this deceptiveness continues. Even if they purport to have signage indicating that they charge more than a "real" "urgent care," they are not prominently displayed or discussed by anyone at the facility. I am learning English as a second language and I have a right to be explained these things in a language that I understand, They are obligated by federal law to provide this service at no charge. At no time was I offered interpreter services and none of their signage is in any other language but English. Their own "urgent care" facility near my home recommended that I go there. Why? So they could make more money? It certainly seems that way. This is unacceptable.
Sincerely,
****************Customer response
11/11/2023
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Initial Complaint
10/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been having any issue with Cox health sending bills for my son to an incorrect address for 2 years now. I reached out about a year ago for your help on this issue and I felt like it was resolved but they continue to send bills to the incorrect address and threatened to take me to collections last year when I never received a bill. I have never lived at the address where they have been sending the bills nor have I ever placed this one his contact information. I am also the primary insurance holder and none of his information is under his father. I believe this is a HIPPA issue as continue to send bills and health care information to the wrong address. Please help!!Business response
10/13/2023
Dear Better Business Bureau Investigator,
We received and thoroughly reviewed complaint #20710885 (dated 10/9/2023).
In response, we corrected demographics for the account in question, and have tried to reach complainant via telephone to relay such. We intend to continue our attempts to reach complainant via telephone to resolve to complainants satisfaction.
At CoxHealth we are committed to providing great healthcare. We apologize for any distress and/or frustration that complainant may have experienced.
Best Regards,
Patient Financial Service
Customer response
11/17/2023
I am needing assistance if an issue I am having with the billing department at Cox health. My son ******************* was taken to urgent care over 2 years ago at the ****** center at Cox health. At this appointment a clerical error was made and my sons billing address was somehow changed to my husbands childhood home. I fill out his information yearly and have NEVER placed this address on his paper work. Last year around this time I was assured that this had been fixed. However, a few months ago another bill was sent to this address. The previous time this happened they tried to take my husband to collection before we were even aware that they were trying to bill us as we were not getting these bills. I have been working with ********************* at billing services and was assured 2 weeks ago that I would be getting a new bill at my correct address and then I found out that they sent the bill to the incorrect address again. All I want is to pay my bills and for them to send the bill to my correct address. Thank you for any assistanceBusiness response
11/17/2023
October 13, 2023
Dear Better Business Bureau Investigator,
We received and thoroughly reviewed complaint #20710885 (dated 10/9/2023).
In response, we corrected demographics for the account in question, and have tried to reach complainant via telephone to relay such. We intend to continue our attempts to reach complainant via telephone to resolve to complainants satisfaction.
At CoxHealth we are committed to providing great healthcare. We apologize for any distress and/or frustration that complainant may have experienced.
Best Regards,
Patient Financial Services
Customer response
11/20/2023
Complaint: 20710885
I am rejecting this response because:
I have still not been contacted in regards to this matter no one has contacted my in order to correct this information.
Sincerely,
*************************Business response
11/22/2023
November 22, 2023
Dear Better Business Bureau Investigator,
We received and thoroughly reviewed complaint #20710885.
In response to the patients follow-up, we reached out to patient via telephone to advise of the account status at this time, and its our understanding this matter has been resolved to patients satisfaction.
At CoxHealth we are committed to providing great healthcare and we are always trying to improve how we serve our patients. We apologize for any distress and/or frustration that patient may have experienced.
Best Regards,
Patient Financial Services
Customer response
11/22/2023
Complaint: 20710885
I am rejecting this response because:I want to receive a bill at my sons physical address before I resolve this case. I have been told numerous times this is resolved via phone but have NEVER received the proper bill sent to my address. I refuse to close this case until I am physically mailed a bill to the correct address. After months of trying to resolve this I remain skeptical it will be resolved until I physically have a bill in my hands. Thank you for your assistance.
Sincerely,
*************************
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