Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid January 2024 (exact date is not listed on the generic bill) I had Lab work performed at the Marshfield Clinic ******* clinic lab. The lab work was part of my yearly routine physical. This lab was to be coded as screening, which my insurance will cover at 100% by my insurance. Last Spring when I received the bill, it identified that the labs were coded as diagnostic. I contacted my insurance company who stated I need speak with the Marshfield Clinic billing ***** I contacted billing they told me to contact my doctor as the bill was coded incorrectly. I contacted my doctor, as well as the clinic manager and they both confirmed the labs were coded incorrectly when the lab orders were placed in their computer system. I was reassured by the ******* *. manager of my MD, Dr. ********** that this issue would be corrected. I received another bill in the mail on 12/20/24 for my lab visit Jan 2024 ($135.42) I called the billing department and reexplained the situation. Employee, ****** was not interested in hearing my concerns, I did request that she look up the documentation in the computer system as it should show all of the contacts, I made to resolve the billing issue. She said I would need to contact my insurance company. ****** did not look up the history of this bill; therefore, I asked to speak to her supervisor, she replied that there was none and hung up on **** sent an email on 12/20/24 to billing and Dr. *********** I have not received any reply. I also called on 1/3/2025 and spoke with ******** in billing who told me everything is correct on their end, and they will run a coding audit. This bill should reflect labs done via screening. I only requested screening labs when the appt was made, I also told Dr. ********** which labs are covered and what I want to proceed with. These labs were ordered incorrectly by a staff member entering them into the computer system. This is not best practice, and I need an advocate to help resolve.

  Business response

  01/23/2025

  We appreciate the opportunity to review this concern.  We have resolved this issue and responded to the patient via letter today.  Thank you.

• Initial Complaint

  01/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have received a bill from Marshfield medical clinic in Beaver Dam Wi. I called my insurance company to see why they didn't pay the claim and was informed that they had paid Marshfield Medical Clinic. So I call the clinic back and asked to talk to someone in the billing office. They direct me to a women who works off site from home her name is *******. She keeps giving me a run around how I owe this money. And I ask to talk to the manager she said I can't. So I now call the hospital back and can only get the switch board and I ask to talk to head of billing office they say they will direct my call. It directs me to Echelle again. She says now she will tell her boss.I recive a call but it is Echelle again and she says she talked to her boss and will adjust my bill. I ask her about the payment I made for ***** and she said they will have to refund it. And it will take a few days . We'll I wait and wait and recived another bill for the ***** like nothing happened ??? And iam at wits end trying to talk to the billing office manager !!! They refuse to let me talk to. And now to make matters worse I am second guessing all the bills they have sent me over the past few years if I even should of paid them ?? I never checked before to see if insurance paid them . I just thought it was something that they didn't pay . I never expected them to be incorrect. So I could of been over paying all along ??Thank you Please advise

  Business response

  01/14/2025

  Thank you for the opportunity to review the concerns expressed by our patient.  We have responded to the patient via letter today with a followup call as the patient has requested.  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been and continue to be billed for charges by Marshfield Clinic Ladysmith that should have been paid in full through ******** (Wisconsin Forward Health ******** and *********** Plus). I have spoken repeatedly to multiple billing staff at Marshfield Clinic and ********. Marshfield clinic told me that they're billing office only call in and not call out. Marshfield Clinic refuses to contact ******** directly. ******** told me that they - under contract with the clinic that if a bill is denied by ********, they have to absorb the balance. Marshfield says that I am responsible if there is a balance or claim denial. ******** also told me that they have paid every bill they received by the marshfield clinic. I have spoken to multiple people about this matter, and am getting the run around. I do not want my credit to be adversely affected by this. I am requesting the BBB's assistance in resolution of this matter.

  Business response

  12/16/2024

  Thank you for allowing us the opportunity to review this concern.  We have completed the review and responded to the patient last week (12/11/24) via letter.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/25/2024 I went to the emergency department via ambulance for vomiting and convulsions. During my visit in the *** the staff treated me with an utter disregard for my wellbeing and safety, jumping to the conclusion that what I had was THC induced vomiting. I had not consumed THC in any form in the three days prior to vomiting, which I relayed to the doctor and nurses. They promptly ignored that and pushed me out of the ** room after taking four vials of blood from my IV. I continued to vomit and have convulsions in their waiting room while I waited for my ride.On 9/26/2024 I returned to the ** at the behest of my general practitioner, as I continued to vomit and convulse throughout the night. During my visit on the 26th, one of the nurses decided that, and I quote, "Dry heaving relaxes the stomach." I asked her if she had ever dry heaved before, to which she responded "Are you really trying to argue with me right now?" From that point on, the hostility of the staff increased. I received a CT scan, fluids, IV ***********, and was sent home.On 10/14/2024 I finally received the bill for all of these services. After reviewing the billing statement online, I called customer service to attempt to get an explaination of the charges. The customer service ***resentative refused to explain the charges, ***eating that they were correct 5 times before I asked for an itemized bill. I asked how I could file a complaint, to which I never recieved a response. I asked to talk to a supervisor. I asked again for the final itemized bill, to which the customer service *** became increasingly hostile and said it is in the mail before hanging up on **** am being billed for services which I did not recieve:09/25/2024 300 ***** Bld Gases Any Combination-Tech 1 $228.60 I am being double billed for services that I did recieve (attatched as two separate bills):09/26/2024 972 ***** CT ABDOMEN/PELVIS W CNTRST-26 $1 ******** 09/26/2024 981 ***** ** VISIT LEVEL 4-PROF 1 $844.00

  Business response

  10/31/2024

  Thank you for the opportunity to review this concern.  We have reviewed the services and provided a written response to the patient that was mailed today.

  Customer response

  11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A response of "We have reviewed the services and provided a written response to the patient that was mailed today" is a non-response, and seems to be generated by an automation rather than a physical person. It does not address the complaints against the staff in the emergency department, nor does it address the complaint of charges for procedures and tests that have not been received. The response from the business is tantamount to "Wait for a long time so this gets buried while we don't answer your complaints." This is not acceptable by any means. The case should remain open until the response from the business is actually received instead of having to wait an unknown amount of time to file another complaint. Businesses, especially businesses that provide vital services, should be held to a higher standard than a fifth grader being asked what happened to last night's homework - which is the exact feeling that I have based on the simple, automated response from Marshfield Clinic.

   
  Regards,
  
  ******* ********

  Business response

  11/11/2024

  Thank you for the opportunity to clarify with this patient.  The response was sent to the patient 11/7/24, apologies for the delay.  I have been in off-site meetings.  

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received the letter today, and I do not accept the resolution from Marshfield Clinic. "The clinical care was reviewed and found to be appropriate given the concerns and symptoms presented." So, to clarify, is it appropriate for a nurse to get information wrong, and attempt to argue over it? Of course, an internal review would find that the company's actions are appropriate - they're always going to protect themselves instead of caring for patients, after all. What, exactly, was reviewed? Did you speak with the team members responsible for my care personally? Review security camera footage? How is the review conducted? In addition to the biased internal review, I do not accept the charges for tests that were not performed. When did the doctors receive a urine sample for ketones to be tested? Where is the rest of the packet of test strips that you're charging me for? Why did the department dispose of a full IV bag given to me by the ambulance, only to replace it with the exact same one? I have an answer for that one, so that Marshfield Clinic could charge for it. The quality of care received on these two visits has been completely unacceptable and stands out against all the care I have previously received from Marshfield Clinic in the past. If the difference between real care and being treated like some undesirable ruffian is insurance coverage, there is a systemic issue that needs to be addressed.
  
  Regards,
  
  ******* ********

  Business response

  11/21/2024

  Thank you for the opportunity to further review this concern.  A final response was mailed to patient today.

  Customer response

  11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will not accept any mailed response from Marshfield Clinic, as they have already proven that they have taken zero action to rectify the situation and use the mailed responses to assume zero responsibility for their actions. After speaking with several registered nurses about what happened, they all agree that the nurse who told me "Dry heaving is the stomach relaxing" is improper and harmful medical advice. So, to clarify again, you are saying that after the internal review, you are ready and willing to protect a nurse who is actively harmful to patients? That you stand by improper and harmful medical advice given by a member of your staff? And Marshfield Clinic, as a corporate entity, is willing to allow members of staff to give improper medical advice that impacts care? The term "final" shows that Marshfield Clinic does not recognize any problems with treating people in medical emergencies as criminals. This is unacceptable on several levels, and I will not accept any resolution that includes the term "final" or "internal review" without explaining how the internal review process works or what actions were taken to prevent situations like this from happening again. If it truly is the "final" message from Marshfield Clinic, it goes even further to show that they do not care about their patients and only see people in medical emergencies as a way to make tens of thousands of dollars.
  
  Regards,
  
  ******* ********

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2023 I received a series of tests to determine thyroid function. I received these tests at Marshfield clinic because I was told by my insurance and by Marshfield clinic that they were a covered facility. This April I received a bill for the full amount. I informed Marshfield and my insurance company and was told that this was simply an error and it would be covered. In June nothing had happened and the bill was still listed. I again reached out and Marshfield clinic assured me that they were going to fight the insurance company and get my tests paid for as promised. In August I was contacted by Marshfield's billing department and threatened in an attempt to extort payment from me. Their representative refused to look at any of the information I had retained from prior phone calls or email and demanded I pay them immediately. I ended up paying all $309 dollars and thought that was it. This last week I discovered that, despite my account being frozen due to the back and forth with insurance and despite being assured that nothing was being reported to credit reporting agencies, my credit score had dropped over 100 points. I was never delinquent nor was I ever contacted by a collection agency yet Marshfield Clinic felt it necessary to not only rob me but also destroy credit score. They are a predatory organization plain and simple and the only thing they care about when it comes to their patients is seeing how much money they can squeeze out of them.

  Business response

  09/10/2024

  Thank you for the allowing us to review this concern.  We have responded to the patient via letter today.  We appreciate the opportunity to address this with our patient.

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have yet to receive any communication from Marshfield Clinic whatsoever. This is fairly typical of my interactions with them in the past as they seem to prefer ignoring problems until they "go away" rather than address them. I will be opening a complaint with the *** regarding this complaint. 
  
  Regards,
  
  ***** *****

  Business response

  09/20/2024

  MCHS responded to this patient via the address noted on the complaint.  Further review confirmed apartment number (as per our address on file) was required.  A replacement letter was forwarded to the corrected address yesterday.  Again, thank you for the opportunity to address this with our patient.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is for cataract surgery which took place on June *******. I saw **************** at Marshfield Clinic in Marshfield WI. I was given an option to upgrade the interocular lense. The price per lense stated by *************** was $1800 per eye/lense. I was directed to pay this immediately in the office setting. I did this and received a receipt on June 7, 2024. I had the lense replaced. Now Marshfield billing department states the cost per lense is $3,281.25. There is an additional amount of $1063 that has no explanation from the billing department. All they tell me it is part of the cost of the upgraded interocular lense. This brings the total to $4644.25. I decided on the upgraded lense because I was given a cost of $1800. No one can tell me why this is the cost or why I was given a price I could afford. Had I been told the price would be $4,644.25 I would have not upgraded to this lense. I decided to change clinics and had my other eye done at the Eye Clinic of Wisconsin. At the eye clinic I was told the upgraded lense would cost $2,300. That is all I paid and I was not billed any extra amount. I'm only telling this to compare my experience at another facility that gave a price and that there were no changes.

  Business response

  08/14/2024

  Thank you for the opportunity to review this concern for our paitent.  We have responded to the patient via letter today.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are getting phone calls for a bill not paid from 2021. We get the call from Alliant collection. We have no copy of this bill from 2021. We have called and no one at Marshfield sees this. I am aware that Marshfield Clinic is trying to run 3 databases at one time and the databases do not speak to one another. So we are very frustrated and have stopped using Marshfield Clinic for any medical services. We want our account cleared up and these harassment phone calls to stop from Alliant to stop. We thought we had this cleared up. Harassment for $300 is unacceptable.

  Business response

  07/11/2024

  Thank you for the opportunity to review this concern.  We have resolved the balance in question and responded to the patient via letter today.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into Marshfield Clinic back in July 2023 for ********* comp claim, I dislocated two fingers on my right hand, that i suffered during working hours while working for Insight Pest Control, i filled out all of the necessary paperwork for ********* comp and submitted the paper work to my area manager the next day. About a month later i started receiving bills in the mail. I talked to my boss and he talked to the company owner who said he paid the bill. Another month went by and i got 2 more bills from marshfield Clinic, They stated that they did not get any payments but their billing system was not operational. I received a collections letter about a month after that from Marshfield and once again contacted my former employer.. The president of Insight Pest control called marshfield and made payments ( sent me confirmation e-mails.).. after Calling Marshfield they verified the payments and took the bills out of collections.... 6 Months later i got a letter in the Mail ( today 6/18/24) that states Marshfield only received a payment on 6/16/23, they are demanding that I either make a payment or contact my former employer,,,, As this is a Workmans comp claim this should have nothing to do with me

  Business response

  06/28/2024

  Thank you for the opportunity to review this concern.  We have addressed this and resolved via letter to patient today.  

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the bill on the date I just have to locate them sometime near April 20th I went to Marshfield clinic for an urgent Care visit with elevated blood pressure I notified the woman behind the counter that I'd never been there before because my normal urgent care clinic and hospital prevail was closing in the area so to protect myself I was recording the process there you said that's fine and I said this is only an urgent Care visit I can't afford an emergency room visit she said this is urgent care I was seen by a doctor they checked my blood pressure they ran a quick EKG and I was out of there in less than 35 minutes and they charged me close to $3,000 for an emergency room visit I also have the doctor I notified him that I was recording my visit and I said there are no other patients is it okay if I have the recording device on he said he'd rather I turned it off but he can't stop me and then he said you do you so both parties said it was an urgent Care visit but I got charged for an ER visit and procedures I didn't receive or I'm not aware that I received and certainly wasn't made aware of at the time.

  Business response

  05/30/2024

  Thank you for the opportunity to review this concern.  We have responded to the patient via letter today.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son had an ER visit on June 19, 2023. Marshfield Clinic had all my insurance information but never filled a claim for my insurance. I thought I needed to pay the bill that came in the mail thinking that Marshfield would reimburse that money once the insurance kicked in. Claim never filled equals a $3256.22 bill that I paid. I work for a school and they pick up the rest of my familys $10,000 deductible after $3000 out of pocket expense to me. I keep getting bills, i refuse to give anymore money and the clinic is at fault for not filing the claim.I will take this to small claims court if not resolved. I called financial assistance number for help and the person I spoke to stated that the situation would get looked into further. I called the end of November and beginning of January.THEY ARE BOT GETTING ANOTHER DIME FROM ME.

  Business response

  03/21/2024

  We have resolved the issue via letter to patient today.  Thank you for the opportunity to review and address this concern. 

*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. ↩