Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My complaint covers more than 1 incident. CHI Health's record of payments made to cover expenses incurred on more than 1 date do not match up with those of **** or ****** ****** (HSA admin). I would like to speak to someone about the multiple transactions that do not align with payments, 'write offs', and billing practices. On the attached example you can see an invoice from CHI showing various write offs and payments. Also included is the **** statement. As I see the discrepancies with this date of service and others, I am wondering about the competency of their accounting. I will begin printing and sorting invoices from CHI, Claims from ****** ******, and explanation of benefits from **** upon request from your office, unless you prefer to investigate yourself. Concerning the statement provided and my desire to understand this statement, I have contacted CHI many times. I received a call from ***** * of the Disputes Dept at CHI @ 9:50 this AM with her explanation that the $40.45 in question is my deductible. I didn't know that CHI withheld a deductible from this billing. I thought deductibles were applied to my insurance, not to billing from a provider. Thank You

  Business response

  09/20/2024

  To Whom It May Concern:
  Thank you for bringing *** **** ******** concerns to our attention. Attached please find our response to same.
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  If you have any questions regarding the response to *** ******, please feel free to contact our office at ***** ********.

  Customer response

  09/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I realize I wasn't specific enough with my desired resolution. Therefore I will be submitting another complaint with more concise questions and specific instances of what I consider failures. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 13, 2024 I had a doctors appointment for my yearly (so they said) wellness check as requested by Medicare. On july 05, 2024 I was sent a bill for 700+ dollars for this visit. I called and complained that according to my supplemental insurance (*****) there was no copay and the paid the entire bill. in the invoice I recieved it stated that ***** paid $330.. and I was on the hook for the rest.I foolishly made a payment while doing my bills,then tried to recind the transaction to no avail. I then called ***** to find out what is going on. CHI HEALTH and ***** got into a ******* match over fees and I got stuck in the middle. As of this date CHI Health is no longer in *****s preferred provider list. They both keep me running in circles. I have since taken my health care elswhere and might do the same with my Medicare supplemental insurance. Now today I got an email thanking me for another payment,of $62.45, unbeknown to me when I seent them the first payment it automatically enrolled me into a revolving payment plan. Now I need to go to my bank and change my entire banking account and debit card to stop these unjustified payments.

  Business response

  09/06/2024

  I am asking for a one week extension to respond to this complaint. I need to have the patient's charges reviewed and contact his insurance company. Will you please grant an extension to 9/16/2024 for the response?

  Business response

  09/16/2024

  September 16, 2024

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

  
  Account No(s):********
  Patient Name:*** ********
  Facility:CHI Health Clinic - Florence
  Dates of Service:06/13/2024
  
  Dear ** *********

  
  This letter is being sent to you in response to the concerns you raised with the Better Business Bureau, regarding the bill you received for the services you had performed on 06/13/2024.
  We have reviewed the charges on your account, and determined that the charges were not billed appropriately to your insurance. We have corrected the charges and resubmitted a claim to your insurance. Medicare has fully covered your charges for this visit. You will also receive a refund check in the amount of $124.90 for payments applied to these charges.

  
  I sincerely apologize for any inconvenience this has caused. I recognize that this experience has caused you stress and frustration. I genuinely hope that you will continue to seek your medical care with CHI Health in the future. If you have any questions or additional concerns, please call me directly at *************
  Sincerely,
  
  ******* ****
  Customer Service Manager
  

  Customer response

  09/17/2024

  
  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.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged by CHI for a matter concerning Workmans Comp that was unrelated to them. They've manipulated numbers to include charges to a Therapy by them that was paid for in full.

  Business response

  04/26/2024

  To Whom It May Concern:
  
  Thank you for bringing Mr. ******* ********* concerns to our attention. Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to *** *******, please feel free to contact our office at ###-###-####. 

  Business response

  05/30/2024

  To Whom It May Concern:
  
  Thank you for bringing Mr. ******* ********* concerns to our attention. Attached please find our response to same.
  
  We ask that the enclosed response not be posted to your website or any public media site as it may contain protected health information.
  
  If you have any questions regarding the response to *** *******, please feel free to contact our office at ###-###-####.

  Customer response

  06/03/2024

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

• Initial Complaint

  12/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I requested all bills for our client, **** ******, on 9/12/23, from CHI customer service. This customer service department has no personnel in the United States. I am unable to speak with anyone about my bill at any of the facilities directly. I received some of the bills in response to my request, but not all. I have called to get a copy of a $73k bill at least 4 times, and every time they say they've already sent the bills, even though they have not sent this bill. I spent 1 hour or more on the phone speaking with a "supervisor" who did nothing to help me. I am currently on the phone - its been 25 minutes so far trying to get them to send me this bill. Not only can I not access this $73k bill, but they have the insurance information incorrect on two of her other accounts, which I have called about to change, but they still have not properly billed the insurance. I am beyond frustrated, and am missing more than just the $73k bill, but several others as well. Unfortunately this customer service team in .... Burma? ... does not have a comprehensive access to a patients accounts, they have to look up each one apparently? I have no idea, but this is broken. Move the business back to the US and hire people who are competent enough to figure out how things work and speak to us and get us the information we need. It will cost you more money for payroll, but if you continue outsourcing your work nothing will get better. 35 minutes on the phone call. With no real resolution.

  Business response

  01/03/2024

  Dear *** **********

  Please see attached letter. Response will also be sent via email. 

  Customer response

  01/04/2024

  
  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.  I appreciate the multiple contacts, and the ability to now reach someone when I have issues getting the information I need from CHI. 
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  04/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I have been trying for months to pay a bill. Every time we call in, they refuse to take payment because we can’t confirm who the bill is for (me or one of my children). They have now called me twice in one day to collect payment, but still won’t collect payment. They have made it impossible to pay my bill. I can’t pay online through their own healthcare app and I can’t pay through their secondary portal because I don’t know my account number. I can’t pay by phone because they won’t accept payment without confirming who the service was for. They will only accept payment for the service specific to me, but this still leaves an outstanding balance that I would like to pay off. They acknowledge that I am the guarantor for the entire account, but still won’t take payment. I am thoroughly frustrated and just want to pay my bill but can’t seem to find a way. Any help to give this company the money I owe them would be phenomenal.

  Business response

  04/27/2023

  Dear Ms. *********:
  
  This letter is being sent in response to your communication to the Better Business Bureau, case# ********, regarding making payments towards the balance of your account.
  
  CHI ****** **** ******* ****** makes every effort to provide excellent customer service and to meet the needs of our patients. Our records indicate we have received 3 separate patient payments, in the amount of $*****, for each of your 3 accounts in question. Account#s *********, ********* & ********* are now accurately reflecting $0.00 balances and Paid-in-Full status.
  
  Our records further indicate the failed attempts to make payments over the phone were due to our billing agents not being able to confirm your account demographics. Please be advised, to guard your Protected Health Information and because of the medical nature of the accounts we hold, account demographic must be confirmed in order for our billing agents to accept payments.
  
  We hope to have addressed your concerns to your satisfaction. If you have any questions or additional concerns regarding the hospital bill, please feel free to contact our billing office at ***** ********.

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: the response is exactly what I complained about in the first place. I finally found a mailed statement and made payment online, but they repeatedly called me for payment but refused payment because I didn’t know who the bill was for and wouldn’t give random people specific scammable information about myself. Even when I was the one that initiated the contact and DID verify ALL of my information and said I wanted to make a payment on an account that I’m a guarantor on but wasn’t sure which child the actual bill was for, I was still not allowed to make a payment on my own guarantor account. **** ******** **** ******* *** ********* ***** ** *********** **** ***** **** *** ********* **** **** **** *** ******* ****** *** ***** **** ********** ** ****. 
  

  i understand that this will not get resolved because this giant corporation isn’t going to do anything to make life easier for their customers/patients. 
  
  Sincerely,
  
  Jennifer *********

  Business response

  05/03/2023

  Dear Ms. *********:
  
  This letter is being sent in response to your continued communication to the Better Business Bureau, case# ********, regarding making payments towards the balance of your account.
  
  After reviewing the telephone interactions, our records indicate Dallas ********* called on 2/22/23 to make a payment on his own accounts. Mr. ********* then inquired about making a payment on his spouse’s, Jennifer ***********, accounts. The phone agent notes they were able to take a payment on the spouse’s account but not release information to Mr. ********* as he is not the guarantor on Jennifer *********** accounts. Without verbal or written consent from Jennifer *********, information could not be relayed. Upon learning this, Dallas ********* declined to make a payment and asked the agent to note he attempted to make a payment. For clarity. Mr. ********* was able to make a payment but declined once he was denied access to Jennifer *********** Protected Health Information. Additionally, Jennifer ********* called to make a payment on 4/14/23 but did not confirm her demographics so our billing agent was unable to proceed with assisting in taking a payment by phone.
  
  Please be advised, to guard your Protected Health Information and because of the medical nature of the accounts we hold, account demographics must be confirmed in order for our billing agents to accept payments and confirm they have accessed the correct account for the correct patient. CHI ****** **** ******* ****** must abide by HIPAA laws in all circumstances concerning patient data.
  
  We hope to have addressed your concerns to your satisfaction. If you have any questions or additional concerns regarding the hospital bill, please feel free to contact our billing office at ***** ********.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/1/2023, I received a list of services provided from my healthcare provider and notice that a bill would soon be sent my way. I contacted CHI Health directly to pay off these charges. I was informed that I could set up a payment plan. When I asked if this payment plan would cost additional interest or fees, I was told by the customer representative that no, it would not. I authorized the payment plan on 3/1/2023 at 10:12 AM CST. On 3/10/2023, I received a monthly statement letter from CHI Health stating that my monthly payment plan was due. Below my payment amount was a smaller font stating, "Includes $**** Service Fee." This service fee was never disclosed to me in any of the phone conversations that were held with the CHI Health customer representative. When authorizing the payment plan, a service fee was never mentioned in the terms and conditions discussed over the phone. I was sent an email receipt of the payment plan activation record, and no where on the email did it state that a service fee was included. I would not have authorized the payment plan if this service fee had been disclosed. On 3/13/2023, I called CHI Health to ask for more information about the service fee. I asked the customer representative if the service fee was a monthly charge or overall for the entire payment plan. The representative answered that it was a monthly charge. I asked for the service fee to be removed, since it had not been disclosed when the payment plan was set up. I was told by the representative that they could not reverse the charge, but that I could pay the remaining balance in full to avoid any other fees. Since this service fee was not disclosed during my authorization of the payment plan over the phone, I would like it to be refunded. I will pay the remaining balance in full to avoid further charges. In the future, I am requesting that CHI Health fully disclose any and every service charge in every method of communication with customers.

  Business response

  03/21/2023

  Dear Ms. *******:
  
  This letter is being sent in response to your communication to the Better Business Bureau, Case #********, regarding your payment plan.
  
  CHI ******* **** **** Medical makes every effort to provide excellent customer service and to meet the needs of our patients. We take customer service seriously and strive to treat everyone with respect and kindness, which includes figuring out how to best assist our patients.
  
  We have reviewed your account and the phone conversation you referenced in your complaint. During the conversation with our representative there is no record of you asking if the payment plan would incur any additional fees. However, our billing agent inadvertently missed the disclosure, therefore as a courtesy, the $**** service fee will be credited to your remaining balance. Unfortunately, in order to continue your monthly payment plan, the $**** service fee would be incurred on a monthly basis. Should you want to cancel your payment plan with us and pay your accounts in full, there would be no service fee. Please contact our billing office to make your preferred arrangements. Please keep in mind, should your accounts remain unresolved, further collection activity can occur.
  
  We hope to have addressed your concerns to your satisfaction. If you have any questions or additional concerns regarding the hospital bill, please feel free to contact our billing office at ***** ********.
  
  For more information on financial assistance, please call us at ************** or visit www.chihealth.com/financial assistance

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I owed a bill of $***** for September 2022 visit I went online & paid $***** but come to find out they debited my bank account $***** three times mind you when you call the billing department you're on hold for at least 20 minutes when you get through to somebody there of no help at all this is been going on since September they agree. They debited my account three times they told me, the refund was pending since September I still have not gotten my money back that they basically stole when you look at the bill it says I only paid **** but when you look at my bank account they charge me $***** three times and they've confirmed that they took the money but they will not give it back to me I'm at a loss of what to do to get my money.I've never received a refund or a response just a lady tell me it will take time to refund it to me?

  Business response

  02/22/2023

  Dear Ms. ******:
  
  This letter is being sent in response to your communication to the Better Business Bureau, Case #*********, regarding a refund.
  
  ****** ***** Medical Center makes every effort to provide excellent customer service and to meet the needs of our patients. We take customer service seriously and strive to treat everyone with respect and kindness, which includes figuring out how to best assist our patients.
  
  We sincerely apologize for the inadvertent error when taking payment for the above mentioned accounts. Our records indicate your 2 refunds for $***** each, were credited back to the debit card used to make the payment on 2/16/23. Please keep in mind, the refunds did reopen balances on account #s ********* & ********* and they would need to be resolved as further collection efforts could occur.
  
  We hope to have addressed your concerns to your satisfaction. If you have any questions or additional concerns regarding the hospital bill, please feel free to contact our billing office at ***** ********.
  
  *** **************** ****** ***********************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter received medical care at Chi Health. I paid the remaining bill after the insurance coverage. Our insurance company ended up paying an additional amount in June 2022 so the bill was overpaid by $******. My daughter has called 4 times and I have called once. They acknowledge that the amount was overpaid and that it should be refunded, however they won't send the money back. It has been 4 months and each time she calls they tell her it will be expedited. I called to speak to a supervisor and was put on hold for 41 minutes. The customer service person ended up telling me the supervisor was busy and would call me back. I'm still waiting.

  Business response

  11/03/2022

  Dear Ms. ********:
  
  This letter is being sent in response to your communication to the Better Business Bureau, Case #*********, regarding a refund.
  
  ****** ***** ******* ****** makes every effort to provide excellent customer service and to meet the needs of our patients. We take customer service seriously and strive to treat everyone with respect and kindness, which includes figuring out how to best assist our patients. Clearly, you believe we have fallen short in this area and that is not the experience we want you to have.
  
  Our records indicate your refund in the amount of $****** was authorized and is currently being processed. Please allow for processing times.
  
  We hope to have addressed your concerns to your satisfaction. If you have any questions or additional concerns regarding the hospital bill, please feel free to contact our billing office at ***** ********.
  
  *** **************** ******** **********************

  Customer response

  11/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response given is the same response I've been given for over 4 months and 7 phone calls. "The refund is being processed, the refund is being expedited, the refund just needs approval, we'll call you as soon as the refund is issued". Their word means very little at this point. What I'd like to hear is that the refund was issued and sent out on this date. I'm sure there must be laws they're violating with their creative accounting procedures. Keeping double payments from Insurance and customers.

  Business response

  11/14/2022

  Dear Ms. ********,
  
  I appreciate you taking the time to discuss your concerns with me over the phone. We take concerns from our patients very seriously and strive for you to have the best experience. I sincerely apologize for any frustration this has caused you. Please feel free to reach out to me if you have any further questions or concerns.
  
  Sincerely,
  
  Patty
  CHI Health
  
  
  

  Customer response

  11/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their resolution is to talk on the phone, to tell me they will resolve the issue, and to let me know they are seeking approval for the refund. I honestly don't understand why it takes 5 months to approve a refund of a bill they were paid twice for. They've acknowledged that I paid them and the insurance company paid them and that they owe me the money. However after going on 5 months they haven't sent the money. This will be resolved when the money has been refunded and not before. They are speaking in circle to this complaint same as they do when I call. Can we see the pattern here?

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Trying to get them to give you a final bill is impossible. I have been waiting on several final bills from them for months. They just keep saying they are escalating the matter.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/23) */ Mr. *******, Can you please provide a phone number for me to contact you at to discuss your concerns? I am unable to locate your account with the information provided to the Better Business Bureau. Sincerely, Crystal * Customer Service Manager

*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. ↩