Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a surgical procedure done on 11/16/2023. I paid the estimated out-of-pocket amount of $1540.02 on the morning of that date before the surgery. After all my final coverage was determined, my insurance company paid the amount in full, and sent me an Explanation Of Benefits (EOB) stating that I owed the hospital $0 for the stay. I waited for the refund from the hospital which never happened. I called the billing department (the hospital is contracted with Trubridge for that) on 3/22/2024 and spoke with ****** *******, who requested the *** I have from my insurance company. I sent it on the same day to the email address she provided. I never got a reply or a refund. I emailed her again on 5/1/2024 and still got no reply or refund. I'm requesting the full refund plus interest for almost 10 months.I see from previous complaints that this is a recurring issue with the billing at this hospital, and I wish that they figure out a fair way of refunding their patients their delayed credits, and not throwing them in loopholes just to get their own money back.

  Customer response

  09/12/2024

  This is the Explanation of Benefits showing "What you pay" as $0.00 after insurance had paid for the procedure directly to the hospital.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Legent hospital owes me a refund int he amount of $2,146.90. The administrators of their billing say this refund is not in dispute. On 2/19/2024, I was told a check was mailed on 2/5/2024 and that I should be patient and wait for the check to arrive in the mail. On 3/22, was told by a supervisor with the billing administrator there was an error in my mailing address that has since been corrected. On 3/28/24 another supervisor told me a replacement check was mailed on 3/28/24. On 4/12/24 I was told by a supervisor to be patient and wait for a check in the mail. That day, I went to a post office in ***** Texas and mailed myself a letter, which I received 4 days later. Still, I have not receive a check in the mail. On 4/23/2024 a supervisor told me yet another check has been mailed. I have not received that check either.I have made many other phone calls to the administrators and talked to supervisors there many times beyond those detailed in the previous paragraph. I continue to be told to be patient and that someone will call me back. I very rarely receive a call back. I have had exactly two call backs from the administrators, on 3/28/2024 and 4/12/2024.I have been extremely patient in waiting for this "check in the mail". I have never been rude or impatient with the administrators as they are doing what they can. I have offered to drive to the Legent business office and pick up a check in person, but have been told this is never done or allowed.

  Customer response

  06/04/2024

  This has been resolved. Thank you for your assistance. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had a procedure at the ********* location 10/17/23. After bill was processed through my insurance on 11/2/23, I had a credit. Attempted to contact facility and never got a refund.. Finally got to speak with someone today after trying since 11/2023 to get a refund and gave me new billing number and April states refund could take ***** days. I was like I need interest on the amount owed since November . This is dishonest and poor practice. Very shady,,

  Customer response

  04/29/2024

  From: ******************** <**************************>
  Sent: Monday, April 29, 2024 4:34 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Contact

   

  Wanted to let you know that I have since received (4/27) my refund since inquiring with you  ID ********

   

  ******************* APRN, BSN, MSN, FNP-C

  Hospital ******************* Southwest

  ************  fax ************

*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. ↩