Complaints

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have recently had a baby and delivered at St Davids North Austin Medical Center. I have an account *********** with a balance of $830.43 and my daughter has an account *********** with a balance of $4015.39. I reached out to the billing department before making a $40 on December ********************************************************************************** no longer working and not having any income at this time. I explained that I was on maternity leave and received my last check December 1,2023 due to no longer working for that company. I was told that I would be sent a financial assistance letter to fill out and then return to be reviewed and the accounts at this time would be frozen so that I would not have to worry about being sent to collections. I called again January 8th because I found another bill which was the $830.43 account number *********** and called the billing department again to ask did I have to request financial assistance for this account as well and I was told yes and this account would also be placed on hold. Ive since then have been waiting and have not received any letters. I then received a letter informing me that I havent sent in my assistance letters and I need to pay these balances in full. I immediately called and informed ***** that I had never received the assistance letters and for either of the accounts. ***** stated that the letters were sent and asked did I want to make payment arrangements for the accounts. I immediately informed ***** that per the recorded conversation the accounts are supposed to be frozen and I made the request to receive assistance because I am not working at this time and dont want to be sent to collections. I recited my address to ***** and asked her is that what they have on file and she sarcastically asked was that the address that she verified before. I again am doing my part and have been waiting to receive documentation to fill out so that I may be able to be considered for the assistance.

  Business response

  02/09/2024

  We are in receipt of the response filed by ******** ******** and we are thoroughly reviewing this matter. First and foremost, we would like to apologize the patient's experience was not elevated to meet our ************ and values. We strive to provide excellent customer service to ALL our patients. At this time, we are conducting a full review of the patient's complaint and will reach out to the patient directly to discuss. If the patient needs further assistance please have them contact North Austin Medical Center directly. Thank you.
  
  

  Customer response

  02/14/2024

  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.
  
  Regards,
  
  ******** ********

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did an cardio myopathy, the same echo test done to the pregnant women,I was refer by my doctor that work for the same chain of hospital.The test itself took less than 15 minutes, of course before that I waited for more than an hour to be attended.This test is done by a technician, not a doctor, takes ************************************************************************************************* the medicine.And when I called to ask why this is so expensive, they have not answer but in their good Christian ***** they will received a lower payment, only if I pay in cash in one payment the amount of $3080.36 I want a fair price for this kind of test. It can not be that I was Charged #****.45 for this test.Thanks.*********.

  Business response

  08/24/2023

  We are in receipt of the complaint filed by *********************************** and have thoroughly reviewed this matter. We apologize for any confusion or inconvenience experienced by the patient. We have requested the patients concern be reviewed thoroughly through a Quality of Care review. We request that the patient allow time for a comprehensive review to take place.Once the review is complete, the patient would be contacted either by mail or by phone. If the patient needs further assistance please have them contact North Austin Medical Center directly. Thank you

  Customer response

  08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for their answer as reuqested.
  
  Regards,
  
  ***********************************

  Customer response

  10/13/2023

  Complaint: 20496801
  
  I am rejecting this response because:

  Since the answer from the business, I got no communication from them.  "We request that the patient allow time for a comprehensive review to take place. Once the review is complete, the patient would be contacted either by mail or by phone. If the patient needs further assistance please have them contact North Austin Medical Center directly. Thank you"

  
  Regards,
  
  ***********************************

  Business response

  10/19/2023

  We are in receipt of the response filed by *********************************** and have thoroughly reviewed this matter. North Austin Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative reached out to the patient on October 19, 2023 to discuss the patients concerns. If the patient needs further assistance, please have them contact North Austin Medical Center directly. Thank you

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 4/22/22 i went to north austin medical center (sick - covid). I was billed by north austin medical center **** for an amount that was not the same as my health insurance (UCH) Explination of Benefits (EOB). My EOB actually said I owed more than the **** bill. I paid my **** bill through the *** website on 5/22. I used my HSA account. I called **** in the fall stating not only did I no longer have a bill to pay - because I paid the bill on *** website - but I was actually due a refund according to what the **** bill total was. Spcificllay my balance and EOB statement said I owed $1380. I paid $1380. My **** bill said I owed $1170. They took my message about me needing a refund and said they would look into it. Instead of looking into it they called collections on me. On Nov 9 2022 I received a new bill from medicredit a debt collector. saying I owed $1170. I provided medicredit screen shots of my EOB and my HSA statement showing I paid (overpaid). They just sent another notice on 1/17/23 ignoring the info I provided saying **** is willing to "settle" with me and only charge me $585. This is ridiculous business practices. I am owed a refund and I'm now having to deal with a debt collector. I have engaged *** to see if they can deal with the debt collector on my behalf but in the meantime I am submitting this report b/c of the 9 months of corrupt business practiced **** is performing.

  Business response

  02/06/2023

  We are in receipt of the complaint filed by *************************** and have conducted a thorough investigation. North Austin Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. At this time the account has been reviewed and is reflecting a $0.00 balance. If the patient needs further assistance please have them contact North Austin Medical Center directly. Thank you.

  Customer response

  02/06/2023

  Complaint: 18943611
  
  I am rejecting this response because: they need to reach out to the debt collector and call them off of harassing me with phone calls and letters in the mail saying north austin medical center says I still owe money. 
  
  Regards,
  
  ***************************

  Business response

  02/07/2023

  We are in receipt of the complaint filed by *************************** and have conducted a thorough investigation. North Austin Medical Center strives to provide excellent customer service and would like to apologize again for any confusion or inconvenience experienced by the patient. At this time the account is reflecting a $0.00 balance and is not placed with any other offices. If the patient needs further assistance please have them contact North Austin Medical Center directly. Thank you.

  Customer response

  02/07/2023

  Complaint: 18943611
  
  I am rejecting this response because: north austin involved collections saying I did not pay (I did pay - in fact over paid) I spoke with them months ago asking for over payment refund. They said to check back in a month.  Instead of getting back to me they came after me with a credit collector. But now north austin you say I have no balance then it is your responsibility to tell the debt collector you sent after me to back and and close it out with them. They will not speak to me Ive already filed dispute with them. Fix this north austin. 
  
  Regards,
  
  ***************************

*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. ↩