Complaints

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2016 I had an emergency medical procedure done and I was injured during it. A settlement was reached between me and Marshfield Clinic, and, in part, it was to include all medical costs relating to the injury. There has been an outstanding balance that they never took care of, and subsequently filed with a collection agency. I've been working with ********************* in the Litigation and **************** at Marshfield Clinic since August 1, 2022. She confirmed with their company lawyer that this is not a balance I should be responsible for. I received a call from ***** on August 16, 2022 stating this and she stated that she would have the collection removed at the collection agency so that it would no longer be reported to the credit bureaus. There was no action taken on Marshfield Clinic's part since then. I left several voicemails for ***** advising the collection agency has not heard from Marshfield Clinic to remove the collection. I asked for her to follow up and to also get me something in writing stating that they are not collecting the amount, and that it should be removed from my credit report. On September 2, 2022, ***** left me a voicemail apologizing that I'm still dealing with this and that she did contact the collection agency, but that she would do it again. She also stated she would see if she could get me something in writing. It is now October 1, and I still have not heard anything, except from the collection agency wondering if I would like to make a payment. I have left several voicemails for ***** asking for an update, but not a single response. I am requesting that this be rectified immediately. If it is not, I will be seeking compensation of some kind as this is affecting my credit score. I had advised ***** that I will be applying for a mortgage, and I didn't want this to affect my credit and potential interest rate.

  Business response

  10/10/2022

  ************/MCHS responded in a letter mailed to the patient 10/7/22 that her concerns have been resolved.

   

  Thank you for allowing me the opportunity to review/address this concern.

  Respectfully,

  Tess K

  Customer response

  10/13/2022

  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.
  
  I received a letter from *****, however, as of 10/13/22 the collection agency still has not been contacted. Per **** at Alliance Collection, Marshfield Clinic needs to contact them to remove the collection. They will not accept an unsigned emailed letter. 

   

  I do not consider this issue resolved until this no longer shows on my credit report.
  
  Regards,
  
  ***********************

  Business response

  10/19/2022

  Patient was notified via email that her concern has been addressed.  Thank you for allowing me the opportunity to follow-up on this concern.

  Customer response

  10/20/2022

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Call to set appt Feb 2022. Ask for correct provider appt needed to be made with prior to scheduling appt. Was told ******. Went to apt and was told she could not help and needed to go to different MD. Called and spoke to hospital about dis service. Was told would not have to pay for visit. Received bill. Called and spoke to customer service about ****, was told supervisor would call back. No call back. Received another bill. Called customer service, supervisor to call back. No call back. Received letter bill to be sent to collection. Called customer service, supervisor to call back. **************** stated would NOT be sent to collections. Received collection notice. Multi calls to customer service. Supervisor to call back. No call back. Call Friday was told Supervisor could not join call due to disconnect concerns and she would call me right back. No call. Called again this am and Supervisor not available. Date of service last March.

  Business response

  10/10/2022

  This complaint has been shared with our ****************** who is investigating the issue.  Patient / complainant will receive a letter with the final results of the investigation.

  Customer response

  10/19/2022

  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 
  
  

  Have not received any calls or letters from Marshfield

   

  ,
  
  ***************************

  Business response

  10/31/2022

  Thank you for sharing your concerns regarding your March 21, 2022 primary care appointment at the Marshfield Medical Center Beaver Dam. I am happy to share that a 100%discount has been approved to your personal responsibility of $124.26. Thank you for allowing us the opportunity to review and respond to your concerns.
  
  Marshfield Clinic Health System is committed to delivering high quality, compassionate care to all patients. I am sorry if your expectations were not met. If at any time you have further questions or concerns, please do not hesitate to contact the Patient Experience team at ************. 

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 3 accounts with Marshfield Clinic, one for myself and one for each of my daughters. I have been making payments on all 3 accounts since May 24th 2022, my individual account got turned over to collections even though I have been making payments monthly if not twice a month. The payments that I have made are as follows...May 24th 40.00,June 3rd 150.00,June 24th *****, August 5th *****, September 2nd ****** this is totaling $498.30 in just under 5 months. This account was turned over to collections even after making a payment after the final notice was provided. In the course of 5 months I have paid over $1600.00 on all 3 of the accounts but apparently in the eyes of Marshfield Clinic this is not sufficient. I want this account taken out of collections as I am doing my best to pay the balance of the charges.

  Business response

  10/04/2022

  The complaint has been addressed via letter to the patient, concern is resolved.

   

  Thank you for allowing me the opportunity to address this concern.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service date 02/06/2022 Acct #*******-0001 I have contacted them twice, my insurance company has also contacted them, they have my correct insurance information. For past 3 months they continue to bill me direct instead of sending it to my insurance company. They now have sent me a letter claiming I am past due from the bill that they have neglected to send to my insurance company, and have threatened to send it to collection. I can't help but feel they are deliberately not following customary protocol so as to make me pay a higher amount, or pressure me to pay a higher amount before they finally send it through insurance. This would cause me financial hardship to pay the full amount before it is sent to my insurance company.

  Business response

  08/22/2022

  Good Morning,

   

  We appreciate this billing issue being brought to our attention.  The account is being billed to the insurance company today, 8/22/22.

  We do not have any record of the patient calling previously regarding this account.

   

  Thank you,

  *************************************

  Customer response

  08/22/2022

  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.
  
  [Please type your response here.]
  I have been in contact with your 3rd party billing company since early June for a total of 4 times now. Your response that I have not contacted is completely inaccurate. Please look into things before you respond and give false information.
  Regards,
  
  *************************

  Business response

  08/24/2022

  The main subject of the patient's complaint was a billing error, which was acknowledged and corrected.  Patient's initial complaint also stated that he contacted them twice, which was interpreted as contacting the hospital billing staff.  Upon review of the notes in the file, there was no contact documented.  Patient responded that he had been in contact with our 3rd party billing company a total of four times.  Now that we know who he contacted, I was able to verify that statement as correct. We apologize for any confusion.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Marshfield Clinic billing appears to be rather incompetent as I have been dealing with a recurrent issue for over a year, with the latest issue having yet to be resolved. These are billing issues on my son's account # ending in **** (DOB 5/6/2021, initials MT). He has primary and secondary insurance coverage: 1) Cigna; 2) ForwardHealth. I have told MC this several times after my son's birth and with every single appointment check-in. First **** was received in the mail on 6/8/21 for $549. I called MC with insurance info and was told to disregard the ****. Received the same **** on 6/28/21. MC stated both insurances were listed but it was not forwarded to the secondary, and to disregard the statement. On 8/18/21, a **** for $305.33 was received. MC again stated both insurances were listed but it had not been forwarded to the secondary and to disregard the statement. Fast forward to 5/26/22, I received an alert on my credit report of a collection charge from ******************** from 2 MC bills-- $252.70 and $1282.40. MC stated statements and notices were mailed 7 times, although I received none. When provided insurance info, MC stated both were listed but the secondary somehow must've gotten missed as the bills were not forwarded there as well. I have been going back and forth since then but without resolution. ForwardHealth will not cover the bills as it is past the filing date of 365 days. Alliance won't take any action without instruction from MC. Marshfield Clinic has questionable ethics as this is their error and they do not remedy it. Now I have a lower credit score and am wrongfully $1535.10 in debt due to MARSHFIELD CLINIC'S ERROR! Please resolve by removing the collection balance owed and all derogatory collection records from accounts in my name, including patient account, collection agencies, and my credit report. Marshfield Clinic, time and time again, failed to see the secondary insurance listed, which is what lead up to all this. FIX YOUR MISTAKES!

  Business response

  07/21/2022

  Thank you for the opportunity to review this concern.  I will be happy to respond when my review is complete.

  Business response

  07/29/2022

  The complaint has been addressed via letter to the patient, concern is resolved.

   

  Thank you for allowing me the opportunity to address this concern.

  Sincerely,

  Customer response

  08/02/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had several issues with Marshfield clinic and there billing. They are saying I owe them from 2018. That is incorrect. I have paid them off. I have a letter confirming all my debts are taken care of. They used patient assistance monies to help clear my debt. I sent them all bank statements from all payments I made. Today is June 1, 2022 and this is the 1st day i have received a phone call from their collection agency for money I owe. Why after 4yrs not receiving any bills am i know hearing about this.? I tried talking to them and it is no use. They never let me talk to manager or call me back.

  Business response

  06/08/2022

  I have had the opportunity to review the consumers complaint.  A letter was sent to the consumer today with resolution of the balance.  Thank you.

  Customer response

  06/09/2022

  [A default letter is provided here which indicatejs 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,
  
  *****************************************
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the hospital to the ** and had to wait over 6 hours to finally get helped. After they attempted to have me do an ***, I was in so much pain that I was unable to complete the **** I was in the *** machine for roughly a minute. I then went back to the waiting room and waited another two hours with no updates or help from anyone. So I walked out in as much pain as when I came in. I got no results or help from this visit. I then get a **** for over $6,000. I am not paying this! They did absolutely nothing for me and didn't even complete the test. I never even talked to an actual doctor. I would like the $2996 back that was paid already and the other $3000 taken off my ****.

  Business response

  06/01/2022

  Im reaching out today regards to the above complaint.  I have attempted to reach out to ****************** without success.  I have reviewed his account, and I question why he is asking for a refund of $2966, as he has not made any payments related to this visit.  Also please note that this patient has not contacted our organization with his concerns, and the letter from you dated May 24, 2022, was our first notice of any concerns on the patients part.  Please let me know if you need a more formal response to this complaint and I will do so, and know that we are continuing to try to contact the patient for additional information and possible resolution.

   

  Thanks,

  *******

*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. ↩