Complaints

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to BaylorScott&White regarding my heartburns. The doctor recommended an endoscopy, ultrasound, and some sort of testing kit. All of the procedures took place over 2 visits, for a total of about 6 hours, and a total charge of about $11,000! As a patient, I did not understand the details about the procedures along with their associated cost, but I had trusted the hospital that theyll do right by their patients. I was wrong. 1)First, I had no idea the testing kit was over $1700. Had I known the cost, I would not have agreed. Also, ** describe the test kit as an obtuse gadget where the functionalities didnt seem to work that I had do it manually anyways. Did the hospital know the reliability and accuracy of the kit before charging over $1700? 2)They charged $6451.77 for GI under General Classification on 5/11/23; and then they subsequently charged $2764.13 under the same category on 5/16/23. The bill doesnt describe why they charged such a high amount $6451.77 for 5/11/23 is this to pay for the doctors during the endoscopy? Assuming thats fair, I strongly contest the second charge of $2764.13. On 5/16/23 I was told to simply drop off the testing kit and they didnt even let me see the doctor when I asked about the reliability of the testing kit. Why would they charge $2764.13 when I didnt even see anyone and there was absolutely no service provided except to pick up the machine? 3)On 5/11/23, I see multiple charges of the same service: Upper GI Endoscopy, Biopsy ($660 was charged twice); Level IV Sug Path Gorss& Microscopic Exam ($254 was charged twice).4)Lastly, they charged $935.11 for an ultrasound which is grossly higher than whats known to be average cost, e.g. $100-260 in *****. My insurance would only pay for $276.58 and theyre passing off the rest to the patient after adjusting the charge? All in all, they surprised me with a grossly high hospital bill and now theyre asking me to pay a portion of it. Furthermore, they hadnt even provided the outcome or any explanation of the result at the time! They shouldve done a better job explaining the process/costs before getting my consent, and they shouldnt be charging an arm and a leg for inferior care. I had contacted the hospital to file a complaint and they redirected my complaint as a quality of care complaint, and had one of their doctors send me a note saying that the testing kit showed normalcy. And Im still experiencing same heartburn symptoms. Really? The hospital charged $11,000 to find out that Im fine while theres no plan or feedback at all as to how I could improve my symptoms. Also, if this type of misconduct is happening to me, I wouldnt be surprised if it is happening at scale to other patients.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This started with the clinic not telling me about my Lab results. So I walked into the clinic to ask for my records. I was told that is not possible and that a nurse is the only one who can discuss my results. I figured I was being lied to so I went to the Administrative part of the Hospital and confirm by them that IS A LIE! Patient Services told me to go downstairs and Records will give me a copy. As I was waiting I received a message on my phone from the doctors nurse that said "Hi this is the nurse I was told you wanted your records, any question feel free to call me, bye" I find out on my records the Doctor gave a direct Order to call me immediately about my results if there was red flags. I was full of red flags and here it is some ********************************************************************** about my Diabetes and Cholesterol! Then I get a bill from my Insurance stating they have denied a test so I called my Insurance and Was told they do not cover the ***** *********#4 Selion Sercomer test( Not sure If I spelled this correctly)?I said what is that and she said not sure it is a special test. So then I call Baylor Scott and White. I get a pissy person and the line that tell me she does not see and break down on test. So I tell her about the ********* #4 and she says" EVERYONE GETS THOSE" all pissy like. I said wait you said you do not see the breakdown but know you see it!? Once again everyone gets those tests. I tell her about her attitude and hang up. I then call back ********** Blue Shield and a new woman tell me this is a Genetics test and that my insurance BCBS requested 4 times documentation because this is a RARE TEST! And all four times Baylor Scott and White ignored all 4 requests. So, this is where I am at now and request BBB to intervene as contact with BSW is not professional and maybe scamming patients. BCBS has already protected me but I need help from BSW taking advantage of me since they did not get away with this by BCBS isis

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a physical examination with my family doctor last October. She wrote an oder for routine bloodwork. I went to the lab downstairs and they draw two vials of blood. First of all, I don't have any health problems. It's just an ordinary annual physical examination. I confirmed the front desk clerk, and they replied that Baylor ********************************************* took my insurance. So I went there. In February, I received a bill of ******* dollars. A year ago, my family visit the same doctor and the same Lab, but I didn't get such a high bill. So I sent the bill to my insurance company and questioned it, and they looked at my bill and found that they charged me much more than ordinary people. Normally people only pay $80 to $200 for physical examination and blood test. My insurance company and my lawyer tried several times to discuss the bill with the Baylor *********************************************. No one answered them. My husband and I made a call to customer service. It was "reviewed" and our request was denied. I feel that I was taken advantage being that English is not my first language. If this is a reason why Baylor ********************************************* charges me a high bill because they think I don't understand and ignore my complaint, that's definitely not right. If the staff told me that this routine blood work would have cost me over $1,800, I would never have gone to this lab. All I know is that there was no such bill a year ago, and I asked the front desk that they would accept my insurance. I hope Baylor ********************************************* can check my bill and deal with the problem. Thanks!

  Customer response

  05/31/2023

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

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/09/2022 ************ harasses patients for less than $100 on their bill. I started receiving prerecorded messages again today from them. Recently they sent my balance for <$75.00 to an outside collection agency which could have ruined my credit. ************ has a Payment Assistance program, but the catch is that they "Auto Debit " your checking account which can always lead to fraud. They don't give you any other options to pay. This hospital system is a multibillion-dollar establishment and yet it finds a way to harass patients (Seniors) on a fixed income for less than $200. The company fails to look at the fact that I pay on my account online every month with what I can afford to pay. I will contact other enforcement agencies to look into this corporation.

  Business response

  12/20/2022

  We had someone reach out and assist the patient for payment plan options for their open balances. The accounts are not showing to be in collections at this time.

  Customer response

  12/20/2022

  Complaint: 18383646
  
  I am rejecting this response because:
  

  The company is still calling with prerecorded messages harassing me. The company fails to say that I am paying monthly on my account in amounts greater than they require in their payment plans. This company is not looking at the big picture. I am paying them $40 or more, and their payment plans are $25 a month. How stupid is that? I am reporting them to a ************** that will look into their practices since they continue to harass me while I am still making payments.
  Regards,
  
  ***************************

  Business response

  12/21/2022

  I regret the perception is that concerns have not been addressed, therefore, I recommend the complainant call ************ to resolve those issues by seeing if Financial Assitance is possible or make arrangements for a payment plan. Thank you.

  Customer response

  12/21/2022

  Complaint: 18383646
  
  I am rejecting this response because: Issues not addressed
  
  Regards,
  
  ***************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot access MyBSWHealth either on the computer, or on the BSWHealth app, because I use a VPN. Their website and their app are the only places where I've been told having a VPN restricts my access to a website or an app. At this time, I have no access to any of our health records and this is creating a major problem as we approach the beginning of the school year. Thanks in advance, ******************************** *********************** ************

  Business response

  07/21/2022

  Thank you, we have already received your request for assistance. A representative will be reaching out to you shortly to get more information. In the meantime, however, if you are needing copies of anything from the medical record, feel free to reach out to the ********** of ******* Relations for assistance. ************. Thank you.

  Customer response

  07/21/2022

  Complaint: 17599369
  
  I am rejecting this response because:

  I already spoke with your ***Health tech support this morning (07-21-22), prior to my submission to the BBB, and they said it was my problem that I couldn't access my health records. My phone call to the ***Health tech support line was made after speaking with the local ********* medical office which told me they couldn't help me and there was no way to email my pediatrician, or their nurses, except through the *** portal (which I can't access). At this time, I am unable to access any health records for myself or my family. 
  
  Regards,
  
  *****************************

  Business response

  07/22/2022

  Our records indicate a tech assisted you for 25 minutes and that your concern was added to a service ticket. We hope to have the issue resolved as quickly as possible. If you need medical records, as stated in previous response, feel free to contact the ********** of ******* Relations for assistance to get your medical records. Thank you.

  Customer response

  07/26/2022

  Complaint: 17599369
  
  I am rejecting this response because:

  I have called the Patient Relations phone number; however, I cannot reach a "live" person. It's a recording. I have also requested copies of my children's medical records; however, I have not received them yet.
  
  Regards,
  
  *****************************

  Customer response

  08/19/2022

  Complaint: 17599369
  
  I am rejecting this response because:

  I have called the Patient Relations phone number; however, I cannot reach a "live" person. It's a recording. I have also requested copies of my children's medical records; however, I have not received them yet.
  
  Regards,
  
  *****************************

  Business response

  08/23/2022

  We do sincerely regret your frustrations. We have added you to the technical ticket, therefore we are unable to respond further to that complaint. If telephoned Patient Relations, did you leave a message? If you ordered the Medical Records already, then I am sure they are processing your request and you will hear something soon. In the meantime, feel free to email any concerns to *********************************************** Thank you.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Sunday evening (6/5) I called BaylorScott&White local office in ************, ** and asked how much will be total to see doctor/nurse on that evening, they told me $232 without any further test. A nurse saw me (because no doctor on site according to them) and without any further test (if they did why then they did not give me a report), she wrote a prescription and after that my total payment for EVERYTHING on that evening was $232 and I paid in full as shown in the attached bank statement and enclosed receipt. Now the company first sent me a **** saying that I did not pay any money & needed to pay $159.79. I called them to correct it and instead of correcting it sending me again to pay $157.79. They must have mixed with other person's **** and forcing me to pay more money. Instead of correcting themselves after calling to them, I am a victim of their UNFAIR business practice. In fact, they should not charge me any further money. I PAID IN FULL according their local office.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Guarantor #********* My mother was guarantor until I turned 18 on 4/9/2020. When I turned 18, balances when I was a minor transferred to my name. I am not liable for any balances prior to 4/9/2020. Balances reflecting charges on my account include: 3/26/2020 for $28.56; 3/30/2018 for $25 (which is an incorrect copay for my insurance at that time that); and 12/12/2019 for $2.45. These balances total $56.01. Some payments I have made on my account as an adult has been credited to balances when I was a minor and I was not responsible for any of those balances. My mother and I have contacted BSW billing on numerous occasions being told this would be resolved for the past several years and the minor child balance would transfer to my mother (our accounts got separated when I turned 18 but they carried the remaining balance over to my account instead of leaving it on my mothers). As of today, I am still showing this balance and am now listed as guarantor on the minor child account number. BSW keeps assuring us they will resolve this but do not and it's become a time-consuming hassle to keep attempting a resolution with the billing **** with no results. Therefore, I am requesting BBB to assist in resolving this billing issue. The resolution requested: remove/disassociate these bills and balances from minor child's account and transfer to mother's account; refund any fees paid to the minor account by adult child payments; recall/remove any collections in the child name.

  Business response

  07/08/2022

  Thank you for your patience while we reviewed the matter. Records indicate Patient accounts were all updated to reflect patient's mom is guarantor for all bills prior to 4/9/2020. Complainant only has one current ****. For financial assistance, please call ************  to see what you may qualify for. Thank you.

  Customer response

  07/19/2022

  Complaint: 17458471
  
  I am rejecting this response because:

  Billing services/amounts originally questioned are not the billing dates showing mother as guarantor.  Instead, 2 new bills (new amounts and different providers) have been added in place of the original bills.  One **** is reflecting an amount of $117, which is not a correct billing amount as only a copay would have been owed, not the same amount in previous complaint (new service date 3/30/2018), not the same provider of original complaint.  Another **** has been added with a balance in the amount of  $144.60 stating self-pay, uninsured.  This is incorrect, I have never been uninsured and my insurance has always been on file with this company.  This **** is a new service provider, new service date from original complaint, new balance new from original date.  These two bills reflect billing dates of 2018 and 2019, not the same dates as previous bills nor the same provider.  Furthermore, the **** was addressed and mailed to an address that is not mine nor my mother's address and not the address on file with my account.  Essentially, the company removed the two bills I was complaining about from my view, added two more bills with incorrect billing information/amounts, incorrect copay/coinsurance reflecting, and incorrect insurance information, and incorrect billing address information.
  
  Regards,
  
  *******************************

  Business response

  07/20/2022

  I'm sorry complainant feels this way, but as stated, records indicate Patient accounts were all updated to reflect patient's mom is guarantor for all bills prior to 4/9/2020. Complainant only has one current ****. For questions concerning this or for financial assistance, please call ************  to see what you may qualify for. Thank you.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started services with scott and white for with a doctor specializing in pulmonology. I was diagnosed with stage 4 severe copd and was advised to start pulmonary rehab. After 7 sessions at $73.00 twice a week with the insurance only picking up 50%, I quickly realized I could not afford this. Each session consisted of 30 min.--(10 minutes on 3 different machines). They checked oxygen level after each machine with finger oximeter. I was not wired for heart monitoring or any computer monitoring what so ever. After claims were filed with insurance company, I got a second claim for each of the 7 visits for ******. They were also coded under insurance as therapeutic services. I called scott and white for an explanation and after talking to 2 people i was told this was a facility charge. What? So every time I walk through the door they charge ******? They obviously were just trying to give me some BS answer to make me go away. After consulting with insurance company they agreed a complaint needed to be filed and reviewed by their medical board. This in my eyes is insurance fraud and until they can justify the charge, I do not plan to pay. This is just one of many issues that I have with this company, but one at a time. Do not have time to elaborate right now on other issues.

  Business response

  05/02/2022

  Thank you for bringing this to our attention. Your explanation begins with what we call Provider Based Billing (PBB). You are not getting billed twice. There are separate charges at a physician level and a facility level. This is method of billing is approved and regulated by the Center for ******** and ******** Services (CMS). We encourage you to visit www.cms.gov to learn more about PBB. We also encourage you to reach out to your insurance provider and review your policy and how it works with PBB. You will be further happy to know that Baylor Scott & White Health offers financial assistance. To see if you qualify or to make a patient friendly payment plan, please call ************. Thank you.

  Customer response

  05/03/2022

  Complaint: 17120478
  
  I am rejecting this response because: I understand your attempt to justify your charges, but I fail to see how this pertains to me and my insurance. I do not have ******** or ******** and cannot even find anything pertaining to your "pbb" as an explanation.        https://www.cms.gov/search/cms?keys=provider+based+billing.

  To me this just comes down to being ethical, and a charge that cannot be justified is basically a license to steel. All I want is a detail to tell me that what I'm paying for is legit. For a thirty minute work out session to be charged $250 + is just mind boggling. And to think that yall were recommending 12 sessions is even more concerning. Its sad to say that healthcare has gotten away from the "care" part of taking care of an individual and is just about justifying a charge to make money. Its like an open ticket or blank check!!! I know that other people in pulmonary ***** are there and monitored on a computer for a doctor to later analyze and review. If that was the case for me, I could understand that, but its not!!! Three 10 min workouts and checking my oximeter levels does NOT add up to $ 250 a pop.

  As far as my insurance goes, I did contact them and they did agree that the other charge of $195 was Not justified because they would NOT cover any of it!! As I wrote earlier, they have also filed a complaint and is going to their medical review board.

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

  Business response

  05/04/2022

  We regret any frustration this may have caused. Your account was reviewed and coded correctly. Provider Based Billing is legal and acceptable by most Insurance Providers. Sincere apologies that we failed to meet your expectations.

*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. ↩