Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have lost $1000s if dollars in insurance reimbursements, sent to collections, discriminated against and my personal medical records sent to my ex husband.I have sent multiple requests for help with my billing via email and phone messages. I have spoken to billlig "specialists" who have promised to have my billing reviewed. I have NEVER received a phone call back. After several emails I received a response through a secure site that I could not open. I replied several times that I could not open the email. I am part of a Health ****************** and Logan Health requires we submit our own billing. I have 60 days to submit documentation and pay the bill for a 35% discount. I have missed this 60 day submission deadline several times missed out on an insurance reimbursement, and made to pay the 35% that I could have received by receiving my billing and medical records on time. While I tried to address the problem, the outstanding bills were sent to collection. I was hassled by Rocky Mountain Collections. NOW. As I check online to see what we own Logan Health, I type in my guarantee number and up pops my ex husbands name. I have no idea if I am paying his bills or my own. I have not received any billing for appointments that I attended in October and it is December. BREACH OF CONFIDENTIALITY. I received a message from my ex husband that the my personal medical records were addressed to him. He has opened and read my personal information. This was communicated to Logan Health via phone message and email. No response.I am weary of being taken advantage of through this organization. We have no choice but to use this medical sysstem as they have a monopoly in our area and the majority of care is through them. I am tired of constantly calling and emailing with no response. I am tired of checking to see if I am going to receive the discount promised and placing a financial burden on me when I have dilligently covered myself through Health Share.

  Business response

  12/10/2024

  Dear Better Business Bureau,
  
  Thank you for reaching out regarding Ms. **** complaint. We appreciate your attention to this matter.
  
  Logan Health takes privacy concerns very seriously. Ms. **** complaint is being investigated following our internal process and in alignment with all regulatory requirements. We will follow up with any required regulatory reporting to the proper regulatory agencies and will provide warranted patient notifications after our investigation is complete.
  
  Regarding the secure email response we sent to Ms. *** previously, Logan Health uses a secure encryption method to deliver protected health information via email. Since Ms. *** was unable to open the encrypted email, we have printed and mailed a copy of our response to her questions.
  
  Furthermore, we have confirmed that the billing for Ms. **** October date of service was processed, and our records indicate that the HealthShare billing packet was mailed to Ms. *** on November 12, 2024.
  
  We believe this comprehensive response should address Ms. ***** concerns. Should he have any additional questions or require further assistance, she is welcome to contact our customer service team directly at ************.
  
  Thank you

  Customer response

  12/10/2024

   
  Complaint: 22638085
  
  I am rejecting this response because:

  it contains false information. The billing and medical records for the appointment in October was not mailed to me. It was mailed to my ex husband. I have a screenshot from him showing me the mail he opened. Because it was addressed to him. I have never received a copy of the bill or medical records to upload to my Health Share. 
  

  this investigation has been going on since September. I was told yesterday I would not be eligible for the normal 35% discount because I missed the cut off date. This is unacceptable as I have been waiting almost 3 months to get my billing sorted out. 
  

  the billing on the online portal with my guarantee number is still in my husbands name causing confusion as to what bills I owe, what bill might be my husbands and what bills I have paid. 
  

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

  Business response

  12/19/2024

  Better Business Bureau: 
  
  The guarantor clerical error that presented incorrect information to appear on the patient bill pay portal was corrected on 11/25/2024.  
  
  At the conclusion of our privacy investigation, breach notification requirements will be met, this may include individual notification to affected patient(s) and notification to the Secretary of Health and ************** ***********************
  
  Regarding the 35% discount, our team called ******** on 12/13/2024 and informed her that we would extend the timeline for the discount. On 12/17/2024 ******** paid her bills and received the discount. 
  
  We believe this to be a conclusive response to this complaint and the actions taken by our team to resolve the issues the patient has presented. 
  
  
  Thank you, 
  Logan Health Patient Accounting

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went Logans Whitefish Emergency room Dec 18, 2023 with lightheadedness and disorientation. Initial EKG was normal, blood test indicated a protein linked to heart attack and a second EKG showed normal. They wanted me to ho to Kalispell for further testing, but would not let my wife take me. Taken by ambulance to Logan Kalispell and kept for a full day of repeatedEKG, blood tests and angioplasty. No heart attack, they called it myocarditis and sent me home *****. Received 2 bills from Logan Health totaling about $16k with adjustments of $5.5k leaving around $10.5k to pay. Received a separate bill from Logan Health Emergency Medical Services (*****) for $1.5k for Advanced Life Support. I have made 2 x $500 cash payments to **************** and $1k payment to Logans personapay portal. I have tried 3 times to pay ***** through the website they provide on bills, but always get an error that provider is not properly formatted. I received an email to call a number, but I am NOT confident that this is a safe or secure system. I stopped into the Logan ***************** today and was told I cant go by the bills I had received because Logan doesnt use that system anymore, because it was inaccurate. They presented me with 3 bills showing that I still owe $19k and that even Logan Health doesnt understand how the ***** bills work. Not sure who decides what is accurate or how I can tell what bill or charges are real !? They gave me an itemized list but there are many more charges than the original bills indicated. Some of the payments I made are shown on the itemized list, but nearly $1,000 does not show. Am I the ONLY person this has happened to ?? Not sure how they never noticed this after the previous in-person and on-line payments .. suddenly the amount remaining to pay has nearly TRIPLED !?!?

  Business response

  06/13/2024

  Dear Better Business Bureau,
  

  Thank you for reaching out regarding Mr. ******* complaint. We appreciate your attention to this matter.

  We have thoroughly investigated Mr. ******* concerns and identified a clerical discrepancy within our systems. This discrepancy led to an out-of-date balance being displayed on our patient payment portal, PersonaPay. To address this, we have initiated a reconciliation file for PersonaPay, and we expect the updated balance to reflect accurately within the next few days following our daily system processing.
  

  Regarding the correspondence **************** received from Logan EMS billing service provider, ******* ******* Services, we can confirm its legitimacy. **************** may work directly with them to address any outstanding balances related to his ambulance transport.

  Furthermore, we have verified that the two $500.00 payments made by **************** to Logan Health are currently reflected on his accounts.
  

  We believe this comprehensive response should address Mr. ******* concerns. Should he have any additional questions or require further assistance, he is welcome to contact our customer service team directly at ************.

  Thank you

  Customer response

  07/11/2024

  *************** made 2 of the $500 payments AND a $1,000 payment .. pretty convenient THAT their system lost that info too .. !? 
  
     Logan is NOT a better business.
  

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I broke my wrist on 12/27/2023. Went to the Logan health emergency in whitefish on 12/27/2024x Had surgery at Logan health kalispell on 1/2/2024. Received bill after insurance for $7.593.33 on 3/6/2024. Called billing department listed on bill *************) requesting an itemized receipt of all charges with CPT/HCPCS codes as its within my legal right through HIPPA to receive. On 3/15/2024, received a summarized list of procedures but not a breakdown of each charge with the codes like requested. Called same day to ask again for what I needed. On 4/5/2024, received an itemized receipt but not with the correct codes. Called that same day to ask again for the itemized receipt with CPT/HCPCS codes to ensure there were no errors or duplicate charges. Received a screenshot in the mail of some account excel sheet with only five different lines of diagnosis code. At that point, I did my due diligence and searched each line of the itemized receipt (I received after my third request) to find the corresponding CPT or HCPCS codes. I noticed and notated some errors and discrepancies. i called the billing department (the number on the bill) to inquire about my findings. Was told that they couldnt help me as they dont have access to my bill and I have to physically go to a place called ***************** Center in Kalispell to get this resolved as they dont have a phone number supposedly. I asked why is that the phone number listed for billing questions if they cant actually help and was told they can set up payments. I have searched online/maps for this accounting center but cannot find it to call or make an appointment which is super concerning and not to mention sketchy as a young female. As this bill was due 4/25/2024, Im concerned they will send it to collections and am considering legal action if this doesnt get resolved.

  Customer response

  05/06/2024

  This has been resolved

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a two stage revision surgery on my right knee in 2023. While there were roughly ****** patient encounters, labs, facility fees that were processed through insurance ( which was also on the Logan employee Allegiance coverage then COBRA) when billing was sent 2 series of lab work on 5/5/2023 and 5/5/2023 were coded to "UNINSURED". I have been working to get this corrected since first speaking to ***** in billing on 9/5/23 after the bill was generated on 8/28/23 containing the errors. I have subsequently spoken to ******** on 9/18/23, **** on 1/8/24 and ***** again on 4/3/23. I have also emailed **************************** multiple times including a 3 way call on 1/8/23 with an Allegiance representative and **** trying to get the billing corrected. Each time I was to receive a call back, but never has occurred.In the intervening time while Logan was not submitting to insurance, I contacted Allegiance and they had me get the *** codes and they established EOBs that define what the contract pricing for the insurance was and provided this to me as well as to Logan. In error, Allegiance also issued a check to me in the amount that was due to Logan of $159.34. Logan did remove the billing due from my patient portal until Jan 2024 at which point they did not yet rebill, but updated on the patient portal the two events and INCREASED the amount due by removing a "self pay" discount, but failing to adjust to the contract pricing. On 1/8/24 while talking to **** -Logan billing he didn't want to take payment of $159.34 and said it would be better to wait until they updated the billing which he escalated to the "Commercial Team Lead" and had me email. Each time with documentation. When 2/29/24 rolled around with no response and no correction and no actual bill I paid the $159.34 online ( $79.67 for each lab) because I wanted to get the bill paid. I emailed no response. 4/3/24 the updated bill shows the payments, but all coding has been removed and no correction to bill.

  Business response

  04/15/2024

  Better Business Bureau,
  
  In a deviation from our normal and customary process, ***************** personally sent claims to his insurance carrier which reimbursed him directly and ****************** then paid Logan Health. Normally Logan Health would send claims to insurance on the patients behalf, receive payment, and bill the patient for any patient responsibility amounts as determined by the insurance carrier.
  
  We encourage patients whose accounts need to be billed to insurance to contact us directly to add insurance if they find it to be missing or requiring an update.
  
  In accordance with the Explanation of Benefits provided by Allegiance, we will apply the payments made and contractual adjustments. The result will be no remaining balance owing for either insurance or ******************.
  
  We believe this response should satisfy Mr. ******** concerns. If there are any additional questions, ****************** is welcome to call our customer service team directly at ************
  

   

  Sincerely, 

  Logan Health Patient Accounting

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. It is a shame that it took your involvement to resolve their billing errors. While they are solely responsible for failing to bill these ******** to my/their own insurance and took no action after many, many attempts, it is a shame that they still try to shift the blame to the patient as if we could possibly submit claims on our own without CPT codes that were only available because they did not submit to insurance and billed me directly at much higher rates than through the insurance. Even Allegiance tried to explain their error to them in a three way call, but eventually it took a third party BBB to finally get reolved.
  Sincerely,
  
  ***************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my annual women's care visit on 7/13/2023 and my annual primary care visit on 7/18/2023. Under my insurance, as these are annual preventative visits, I should not have had a charge if they were coded appropriately. I have had these two doctor's ************ (in a different state at a different health care provider) for close to 18 years now with absolutely no trouble with the billing. However, I was charged for both of these as neither one were coded as an annual visit. I have called multiple times and spoken to both the billing office as well as the nurse with both offices. The billing office has told me that the nurses need to update the visit code. The nurses have told me that they've tried submitting the correct information. For the annual women's care visit, I have been told that the office manager will not bill it as an annual visit because of the annual primary care visit on 7/13. I informed them that my insurance covers both and to please bill it that way but so far they are refusing. That reason also does not make sense though because the primary care visit on 7/13 was not coded as an annual visit either. Every time I call, I am told they will look into it, to give them time, and they will get back to me. So I wait and I hear nothing back and then receive another bill in the mail with nothing adjusted. That starts the process over with me being told by the billing office that they will submit a request for the codes to be updated as annual visits since neither one are coded that way. My insurance provider has also tried to call to talk to them to explain that these are covered visits under my plan and how they need to be coded but have been unsuccessful. My insurance provider has told me that they've had to leave messages and have received no return calls and when they do get through, they are told the same thing as me, that a note will be sent to the office for the file to be reviewed and an update requested.

  Business response

  02/22/2024

  Dear Better Business Bureau,
  
  We understand Ms. ********* concerns in regards to her services and have completed a coding and billing review. Our review indicates as noted below that charges and coding match the services provided to the patient in line with coding guidelines for the service rendered and the discussions ******************** had with her providers.
  
  
  Date of Service:               7/13/2023
  Location:                          *********** Claremont                           
  Account Number:            VC0004133285
  
  Visit coded correctly as an office visit for a routine gynecologic exam with other additional problem oriented issues addressed. 

  A complete preventative exam was not completed at this visit as the patient was scheduled for one at Primary Care on 7/18/2023.
  
  Patient deductible amount for $159.66, as indicated by the patients insurance Aetna.
  
  
  Date of Service:               7/18/2023
  Location:                          Primary Care
  Account Number:            VC0004133439
  
  Coded and billed with both preventative and a new patient office visit.  The preventative exam was provided, the patient brought up two other issues that the provider evaluated and treated supporting the additional charge for the problem oriented office visit. 
  
  CPT guidelines addressing billing for additional services (attached)
  
  
  The preventative charge was paid in full by insurance and the problem oriented office was applied to the patients deductible.
  
  Patient deductible amount for $159.66, as indicated by the patients insurance Aetna.
  
  
  We would be happy to assist ******************* further if she has any additional questions. Direct office customer service line ************.
  
  
  Thank you,
  -****

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged twice for the same bill. I want a refund for the 2nd charge of $5068.05 paid 11/10/23 on credit card ending in *****.

  Business response

  11/13/2023

  Dear Better Bussiness Bureau,
  
  We are correcting a programing error between our systems and unfortunately Ms.***** original payment was not reflected on her current balance and a second payment was made. We have refunded ************ and apologize for the inconvenience.
  
  
  Sincerely, 
  Logan Health Patient Accounting

  Customer response

  11/13/2023

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had cataract surgery on 9/29/22. My ******** and supplemental ******************* Loc 104 paid the contracted price. Based on my *** and insurance and Logan Health invoices, total charge was $5862.25 with a ******** discount $3627.15. Logan were paid $2325.10 from ******** and my supplemental insurance plans. Logan has refused to apply the $3627.15 discount contract by $1000.00. I have contacted them by e-mail, left messages and have provided the *** from my insurance company myself and the insurance company has as well. They continue to bill me the $1000.00 that is part of the discount. They have even stated on invoices the discount was to be the $3627.15, but bill on the front of the invoice as a discount of only $2627.15. I am getting nowhere getting this resolved. They do not answer their phone nor return phone calls. This discount is based on ******** contracted prices that they have to honor being a ******** contracted provider. Account Name: *************************** ******, Guarantor# ******, most recent statement 10/05/2023 Billing # **-2319355670. Attached is my *** from my insurance. See the section, claim #*****************. My daughter, *********************** has submitted this complaint on my behalf and her e-mail and phone number are the contact information provided. Every statement they send with a billable invoice changes numbers billed and discounted by contract making no sense. They are using goofy math to continue to come up with a balance of $1000.00 dollars every time. None of it makes any sense. My insurance company has assured me my balance is$0.00. To contact my insurance: ******************* Loc 104 telephone#************. My father's DOB is 1/21/1942.

  Business response

  10/30/2023

  Better Business Bureau,
  
  ****** received a specialty toric lens for his procedure, following coverage guidelines ******** does not cover astigmatism-correcting intraocular lenses.The secondary ******** supplemental insurance followed ******** coverage determinations and the lens cost was processed as a patient responsibility amount.
  
  After review of his accounts we identified that the patient paid $500.00 towards the lenses at the time of service of both procedures, as these were the estimates given to the patient we have adjusted the balance on his accounts to match.
  
  Subsequently we also transferred the $500.00 payment from one procedure to the other following a clerical error. Both accounts for dates of service (9/29/22, and 10/13/22) now show a zero balance.
  
  If there are any additional questions the patient is welcome to call our customer service team directly at ************.
  
  
  Thank you,
  
  Logan Health Patient Accounting Team

  Customer response

  10/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After many months of attempting to resolve this, only when the complaint filed with the BBB was a resolution completed. It was deemed a "clerical" error on the business part. The account balance is now $0.00. Thank you so much BBB for intervening on our behalf. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a Covid test at Logan Health in July 2022. I have health insurance that pays for Covid tests (BlueCross BlueShield).To my surprise several months later, I got a bill from Logan Health for $100. I immediately contacted my insurance to see if they'd pay for it. They said they would, if Logan Health had billed it appropriately. Instead, however, Logan Health had billed me for "Covid treatment" (I had received zero treatment from them - just a test!)I have made at least fifteen phone calls asking them for a code review, and yet they keep sending me the bill for $100 and haven't changed the bill. My insurance will literally pay for the Covid test if they classify it appropriately!In short, Logan Health is fraudulently billing patients for services they didn't receive. I can't believe they're allowed to operate as a "non-profit".

  Business response

  10/09/2023

  Better Business Bureau,
  
  We have reviewed the *** and charges with our coding department and lab and will be making a correction on the account and rebilling insurance with a corrected claim. 

  If there are any additional questions the patient is welcome to call our customer service team directly at ************. 

   

  Thank you, 

  Logan Health Patient Accounting Team

  
  

• Initial Complaint

  08/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son has been having problems with pooping since he was born and he is 6 months old now. We have gone to the Emergency Room 3 times. Each time the end result was saying that there was nothing wrong. My child has been showing all the signs of Intussusception, but NONE of the Health Care Providers will take the time to do all the Necessary tests on him. This condition that my child might have is LIFE THREATENING.

  Business response

  09/07/2023

  Please be advised that a response was sent to ********************************** on 9/5/23 regarding this complaint as the link provided would not open.

  Below is the response that was sent:

  On 3/31/23, ************************* was seen at Logan Health ************** for shortness of breath and cough.  He was observed in the ** for approximately 1 hour and was discharged home.
  
  On 5/19/23, **** again was seen in the ** for abdominal pain and decreased bowel movements. The ** provider observed **** in the ** and was considering an abdominal x-ray or ultrasound if he became symptomatic. The ** provider discussed Axels symptoms with the ******************* to explore possible diagnoses. While the ** provider was speaking with the Hospitalist, ***** mother became very upset because she did not feel the ** provider was doing anything to help. Axels mother left with **** without discussing anything further with the health care providers.
  
  On 8/24/23, **** was seen again in the **. This time the presenting complaint was black mucousy stool. A history of constipation was noted to be  followed closely by his pediatrician.  The on-call pediatric gastroenterologist was consulted and suggested that he have an ultrasound to make sure there were no signs of intussusception.  Abdominal ultrasound was without evidence of intussusception. 
  
  **** has an appointment scheduled with the pediatric gastroenterologist on 9/27/23.
  
  It appears that all Logan Health providers have provided Axel appropriate treatment and he has now been referred to a pediatric gastroenterologist.
  
  Please let me know if you have any questions.
  
  Thank you,
  *****
  Logan Health Patient Relations
  ************

  Customer response

  09/07/2023

   
  Complaint: 20527820
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In January 2023, Logan Health sent me a bill for services rendering in January 2022. After analysis, I recognized that in fact they owed me money. I emailed them and they agreed. However, I have not received a check and they have ceased responding to my requests.I am appalled that they billed me when I didn't owe and now refuse to pay me what is owed. Guarantor Number: ******

  Business response

  04/25/2023

  Better Business Bureau,
  We indicate that a refund check was mailed to ****************** on 2/28/23. **************** is validating with our bank if we show the check was cashed or not. If ***************** did not receive the initial refund check we would encourage her to contact our patient accounting customer service team at *************** or **************, and we can review with her about issuing a new refund.
  
  Patients can also visit our office or email ** directly.
  
  Address:             

  Gateway Community Center, Entrance B ************************************************** 45

  Kalispell, ** 59901
  
  Email: ********************************************

   

  Thank you, - ****

  Customer response

  04/25/2023

   
  Complaint: 19962537
  
  I am rejecting this response because:

  I called both numbers given:  the toll-free number was incorrect and not associated with the hospital.  The representative at the 406 number said she was unable to help me when I told her I was calling about a refund -- she did not ask for my name, contact information, or details.  I have emailed on multiple occasions and am not receiving any response.  
  
  Sincerely,
  
  *************************

  Business response

  05/02/2023

  Better Business Bureau, 

  We have discussed with ****************** and found that our refund was sent to her previous address on file. To resolve the matter we are initiating a void and reissue request to our accounts payable team for a new refund check.

  Thank you.

  Customer response

  05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they actually follow through.
  
  Sincerely,
  
  *************************

*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. ↩