Complaints

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our son went to the hospital on 11/01/22. We're billed promptly for his visit. Our insurance was taking to long to pay so we paid the bill in full on 01/03/23. Our insurance finally got around to paying their part but now we are struggling to get $392.32 as a refund. I've talked to 5 different people with marshfield with no answers. Must be nice to create a communication loop hole for people to loose ambition to continue to pursue their own hard earned money back.

  Business response

  05/01/2023

  Thank you for the opportunity to review and address this concern.  A letter was mailed to the patient Thursday April 27 advising the refund was made to account.  This concern has been resolved.

  Customer response

  05/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I find that this resolution is satisfactory to me they were at least 30 days behind their policy as well as had to be hounded to return overpayment with numerous phone calls. One would think that an overpayment would automatically be returned without being prompted.
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2023 Marshfield Clinic Billed Customer for services rendered on 9/23/2022. Invoice paid through ****, the payment portal for Marshfield Clinic on 2/14/2023. Email confirmation of payment received (attached). Marshfield Clinic sent (2) follow-up invoices. On 3/14/2022 a call was made to Marshfield Clinic by spouse to inquire about current charges. The "billing specialist" was illusive regarding the validity of the charges but succeeded in convincing my spouse to pay the same invoice again via credit card over the phone. After further research I contracted Marshfield Clinic on 3/14 after 3 phone calls I perceived little motivation in Marshfield Clinic in resolving the matter as I refused to participate in the endless: "I'll have to transfer you to..." to once again establish my identify and plight. At a minimum the **** **************** is flawed, obviously it is not properly integrated with the Clinics billing system. Consequently, customers are being excessively billed and "bilked." The billing specialist that I spoke with assured me that Marshfield Clinic does not charge any type of convenience fee for online credit card payments, yet a $3.99 fee is clearly visible on the attached payment receipt.

  Business response

  03/30/2023

  Thank you for allowing me the opportunity to review this concern.  This matter was resolved via letter to patient today.  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of Service 3.25.2021 our son *********************** went to Marshfield Medical Center Beaver Dam for some podiatry services. They have yet to get this billing correct even though we have been calling them every single month with the statement that comes in the mail. The ***************** is through ******** step father ***************************** and is United Healthcare. The ******************* is through ******** father, *********************** and is UHC ******************** The THIRD insurance is Badgercare through the State of *********. They have the billing all turned around and still do not have Badgercare listed at all. Every month when we call we are told not to pay the bill and this is their error due to some system conversion. As you can see now this month, I (*****) received another bill in which I called and only get an answering machine, and *** received a collections letter.We have done more than our due diligence in trying to get them to fix their errors with this billing (for over a year now), and every single month turns out to be the same thing. They don't fix it and now threaten collections which will hit our credit score and should not be happening.Any assistance you can provide is appreciated.

  Business response

  03/13/2023

  I extend my apologies to the patient /family for the billing concerns. After reviewing the account, there were some errors on our end that caused this claim to be denied by the insurer. We are going to write off the balance so that the patient/guarantor is no longer responsible for the outstanding balance. 

  Customer response

  03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 your assistance in this matter. Thank you so much!
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I don't know all of this information but I was given service through the ************************ System for disabled veterans. They call this community care. When you are authorized treatment they give them a certain amount of time to complete the service and collect thier money. Marshfield Clinic of ********** , ********* didn't send it out for collection on time. They then billed me of which I have no payment due. I called them and they told me that I owed the money. I then notified the VA and they gave me a new authorization date for them. I called and gave them the information which they missed again. I can, 't see how that constitutes me owing it. Another thing is that the appointment was the last one and prior to the appointment I asked if this appointment was covered and they said yes. after which they billed me. Now they have a collection agency on me.

  Business response

  03/20/2023

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

  Customer response

  03/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *************************

  Thank You for your help in this matter.

  
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting the BBB to let them no that I am having an ongoing issue with the Marshfield Clinic. It is related to services that are paid or covered by insurance, but are continuing to be billed to me(the responsible party). One is for my daughter ***************************(not a minor but I am her medical power of attorney and cleared with HIPPA to act on her behalf)(MHN 1969595)who was seen by "Care My Way" (a telehealth service). This is a no cost service or a 100% covered service. I have called about it three times over the last month. Usually following another notice or bill. Every time they say there is not a bill and that it is covered at 100% of the cost($40). Yet I still get notice of a bill. The other issue also related to a ophthalmology charge for one of my minor children. There has been a $206 bill that was paid on November 10, 2022 using our HSA account. I called starting around December 20, 2022. They stated that they are having ongoing issues with computer systems integrating information. Despite calling and clarifying that these accounts(both the telehealth visit and the ophthalmology charge) are paid in full, they continue to send me notices of a bill. After each bill arrives I follow up with a call and they assure me that it is all paid and that they just need to make the notation in the proper system. I feel like I am getting incomplete information and they are losing my trust. They have indicated that there are notations about the issue and previous calls that I have placed. I also have never received a follow up as promised on two of these occasions. This follow up was offered by them, but on two occasions never occurred within 5 business days.

  Business response

  02/24/2023

  A letter was mailed today to the patient confirming his noted concerns have been resolved.  Marshfield Clinic Health System has made efforts to eliminate these concerns going forward.  Thank you for the opportunity to review and respond to this inquiry.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been billed for services in 2021 and 2022. I have made over $500 worth of payments in 2022 however they are not applying my payments to oldest balance but applied it to current charges and then turned it over to collections.

  Business response

  02/06/2023

  Patient contacted and concern has been resolved.  Thank you for allowing me the opportunity to review and address this concern.

  Customer response

  02/07/2023

  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.
  
  [Please type your response here.]
  This issue has not been resolved. 
  

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

  Business response

  02/27/2023

  I have contacted the patient today, letter being mailed confirming, her concern was addressed and resolved.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When attempting to pay a bill through companies online portal, they require you to get a pin from them. This pin can only be requested by using a "Medical History Number," which is propitiatory to the Marshfield Clinic, which they do not include on the billing statement they send you. So because I could not get this pin, I could not pay the bill in time which they sent to collections. All I'd like to do is pay this bill and have their collections removed from my credit report.

  Business response

  01/20/2023

  Due to unsuccessful attempts to reach patient by phone, responded via email to patient today with details regarding resolution of his concern.  Thank you for the opportunity to review/address this concern.

  Customer response

  01/23/2023

  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.
  
  Logged into portal now, bill isnt acceptable to make payment on.
  
  Regards,
  
  ***********************************

  Business response

  01/23/2023

  Emailed pt response regarding specific info that is available on our payment portal.  Supplied detailed statements.  Thank you again for allowing me to review this concern for our patient.

  Customer response

  01/28/2023

  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.
  
  This response is not helpful, after filing my complaint I was able to get into the portal and set up payment on another bill.  This doesnt resolve the issue of a bill sent to collections that I was unable to make payment on because I couldnt log into your portal, I need the bill added back to my account so I can also make payment on that bill.
  
  Regards,
  
  ***********************************

  Business response

  01/31/2023

  My apologies, the patient was emailed a response to his additional concerns on January 23, 2022.  That email provided detail on what can be visible to patient on our payment portal.  It also offered resolution for collection agency concern.

   

  Thank you again for the opportunity to review and address this concern.

  Tess K

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Neilsville dental is unprofessional. They keep canceling my appointments. I finally got seen but then had to wait 2 months to be seen again only for them to cancel my appointment an hour before it. Now they are doing nothing to fix it and told me to call back next week to reschedule. I took a week off of work for this appointment and I can't take it back. I need to be seen either today, Monday or Tuesday in order for my time off to count for something. I'm in pain constantly so I should be a priority as I've explained to them many times. If I can't get in on those days I'll have to wait till February to be able to take time off again. It was there mistake not mine so I feel like they should fix it and not make me wait another 2 months

  Business response

  12/19/2022

  Thank you for the opportunity for me to review this concern.  This was resolved with the patient today.  

  Tess K

• Initial Complaint

  12/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was in an accident in the beginning of April. Marshfield clinic billed the wrong insurance company. They then admitted this on multiple occasions and adjusted the claim. It took them over a month to fix this claim which caused other insurance claims to processed before the initial charges. After all of these charges occurred my insurance deductible were met meaning none of the accident was submitted to my automobile insurance. The other charges were billed against my deductible forcing me to pay them out of pocket. Had the claims been filled properly the first time I wouldnt have had any out of pocket expenses and my other insurance would have picked up the slack like it was supposed to. Marshfield clinic representatives have admitted this was their mistake in multiple occasions and is not providing me the proper refund for their error. The clinic owes me over ******************************************************************************* there is no update.

  Business response

  12/13/2022

  Thank you for allowing me to review the concern.  A letter confirming billed services were resolved was sent to the patient today.  Thank you.

  Customer response

  12/15/2022

  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.
  
  The provided response even indicates they billed the wrong insurance company first. Their error in billing caused other charges to fall to my insurance instead of my auto accident provider in the first place this then caused all of the charges that were supposed to be covered by my auto insurance to be covered by Security Health Plan. Had MCHS not made this original mistake in billing I would not have had to pay ******* out of pocket to other providers. Their mistake and failure to properly bill the proper insistence company in a timely matter was the direct cause of charges not being billed in the proper order. They have again acknowledged their mistake and are doing nothing to fix it. This is not a small amount and has basically ruined the year as we had to pay all of this out of pocket because of their admitted error. If a refund is not issued for the amount MCHS has acknowledged I will be seeking legal action. I gave them a chance to fix this in June and have been ignored until I made this complaint. They then took this opportunity to reconfirm their mistake and dont care that their mistake cost me thousands of dollars simply because they were paid improperly and didnt bill me because they should not have in the first place had they bill the insurance in the proper order in the first place. The money they were paid by SHP should have been paid to them by my auto insurance had they billed them as secondary the way they were instructed to in the first place. They admit they billed in the opposite order then after resubmission got paid so according to them they are absolved which is not okay.
  
  

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

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I am writing about a duplicate bill that I have from Marshfield Hospital, Beaver Dam. Patient ***************************** DOB: 10/16/1982 This is for a upper endoscopy performed on 3/11/2022 in the amount of ********. It was billed to my ********** Blue shield ******************** The first transaction was Patient control Number 5334920-0002 Claim Number ***********. Date 3/23/2022. This was paid by my ********** Blue Shield of ******************* with a patient responsibility of ****** of which was paid by me to Marshfield Hospital Beaver Dam. This procedure was billed a second time on 6/27/2022 of which the account number and the control number are the same. EOB STATES: This is a duplicate service which was reported and processed on a previous claim. I keep receiving bills for this service even though I called multiple times to straighten out. I even had Marshfield Hospital Billing and ********** Blue Shield Representative on the phone in a conference call. ********** Blue Shield Sent EOB Statments to Marshfield Hospital and myself showing the duplicate transaction. Phone Call Log: *Note I have been calling the number for Marshfield as posted on my bill: 855-251-4004 10/21/22 8:04AM Spoke to **** (Marshfield Billing) They were going to send bill for review 10/27/2022 8:30AM Spoke to **** (Marshfield Billing) Told me to call Blue Shield 10/27/2022 8:50AM Called Blueshield (*****)then conferenced ****. Myself, *****- Blue Shield is sending EOBs for ***************** to ************************************* at Beaver ************* Hospital 10/27/2022 10:00AM **** (Beaver Dam Hospital) 11/16/2022 ****, no update on account, no notes from **************************** 11/16/2022 Spoke with Patient advocate (didnt get her name) regarding billing. She is going to have a billing manager call me. Called the beaver dam hospital switchboard and was transferred to her.I never did get a call from Marshfield Billing Manager that the Patient Advocate said would happen.

  Business response

  11/21/2022

  MMC-BD has reviewed the patient's accounts related to the visit on 3/11/22.  Based on the review, the patient's insurance, ********** Blue Shield (BCBS) was billed correctly for the visit.  BCBS incorrectly identified the laboratory services billed on account 5334920***** as a duplicate claim, although they also remitted payment. Patient also had Cycle 1 and Cycle 2 on this visit (5334920-0001 and *****) billed to insurance.  Cycle 1 relates to the ************* charges and Cycle 2 are related to the professional (physician) fees. Total charges for these three cycles were $5849.85.  We understand that the overall experience has been frustrating to the patient and thus have determined that we will reduce the ***** balance to $0 as a patient convenience, leaving a remaining outstanding patient balance of $251.73 for the total of all three cycles.

  Customer response

  11/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do find this satisfactory. I went ahead and made the payment of $251.73. The agent *****  ************** did say that the discussed changes were noted in the account but have not yet reflected in the payment portal. I am expecting that these changes will be made and my bill will then be at $0. If that's the case I want to thank Marshfield Hospital Beaver Dam for their prompt response and speedy resolution.
  
  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. ↩