ComplaintsforFranciscan Alliance
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Complaint Details
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Initial Complaint
04/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I saw ************************* at Franciscan about a health concern. **************** ordered a *** study. Shortly after my visit with ****************, I received notification from Franciscan My Chart that there was a new estimate available. I logged into my chart and Franciscan had produced an estimate saying that my out of pocket cost for the *** at Franciscan was $0 (zero). Please note, I did not request this estimate from Franciscan- they provided it without me requesting it. I was thrilled at the price they quoted me and decided to get the study done at their facility.After the study was completed, Franciscan had billed my insurance over 2k and billed me $250- a far far cry from $0.I relied on the unsolicited information Franciscan offered to make this decision. If Franciscan had not induced me with this unsolicited estimate, I would of found another facility to get the *** study done.I have contacted customer service but my concerns fall on deaf ears. I have provided a copy of the estimate showing my cost is $0 zero, for which I saved a copy. Coincidentally, the $0 estimate has somehow disappeared from My Chart.Business response
05/03/2024
I have attached our response letter regarding our investigation surrounding this consumer complaint.
Please let me know if you should have any further questions, thank you!Customer response
05/03/2024
I am rejecting this response because:
I understand that this is an estimate, and the final price can fluctuate, however there is a massive difference between $0 and $250. If the estimate said my share was $250 and it ended up be 10 or 20% more, that is one thing. $0 to $250 is completely another. Since Franciscan won't budge on this issue, I am forwarding my complaint to the Indiana Attorney General and ************ of *************************************** unsolicited estimates and then charging dramatically different prices is an inducement and is highly unethical, and illegal for at least Federal programs like ******** and Medicaid.Business response
05/10/2024
Thank you for letting me know that the consumer has rejected our response.
I have attached our updated response letter.
Please let me know if you should have any further questions, thank you!Customer response
05/10/2024
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.Thank you.Initial Complaint
04/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On January 17, 2023 I went to my family doctor and ******** incorrectly told the billing department that this visit was not covered by ******** that it was the responsibility of Injury Compensation which was incorrect. The billing department kept sending the bill to me so I reluctantly paid $50 in May of ******************** April of 2024. In February of this year I appealed the denial of the claim as I received additional claims from ******** where they incorrectly denied them. On February 19, 2024 ******** paid the January 17th visit. I called the billing department last week after I did not get a response from the letter I sent them. They told me they used the money I had paid on a bill that I had 10 years ago, There is a 6 year statue of limitations on medical debts so I should have been refunded the full $250.Business response
04/29/2024
Please see attached document.Initial Complaint
06/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My son needed 'emergency' appendectomy that Franciscan St. Anthony was unwilling to perform (FWIW, once he got to a real hospital it became less of an emergency. Took >12 hrs to get into the OR and they even posited that surgery was not completely necessary; call it what you will, that is NOT an emergency). Rather than simply letting my wife leave with him to go straight to a hospital that would perform the surgery; ER staff insisted that he absolutely needed an ambulance ride to ******* (for the record my wife did protest about the necessity of this ride). He gets strapped in and hooked to machines that beep for some reason ($2,500) and gets a rough, $39/mi ride to *******. The gross price of this ride was not surprising at $4,400. What was surprising is that the Hospital (which is an in-network provider) forced a $4,400 ride with a provider that is out-of-network. As a word of warning, 'no surprise billing' apparently doesn't apply to ambulance rides. I could possibly understand that if there was an actual emergency (heart attack, gunshot wound, car accident); this was none of those things. This is a hospital creating an emergency and forcing care on patients to a third party that is making big $ off the situation. I doubt that the fraud is so explicit that it's 'hey I will make people buy your service and you give me a cut'; nobody is that stupid. More like; 'hey, we will push good business to you so you can fleece people occasionally if you cut us breaks in other areas'. At best, this is another example of care providers taking advantage of people at the risk of ruining them financially. At worst, this is malpractice (non-defensible requirement of an emergency ambulance ride) plus fraud that altogether risks ruining patients financially. I am not adding billing info here as it contains highly sensitive information. There is enough info here for Franciscan to know exactly what is going on.Business response
07/03/2023
Good Afternoon, Thank you for sending us the concern from the patient's father. We will contact him directly and handle his concerns through our grievance process.
Sincerely,
***************************, MPH, BSN, RN
Director, ************************************************************ Health ***********
1201 South Main Street
***********, ** 46307
Phone: ************
Email: ******************************************************Customer response
07/05/2023
I am rejecting this response because: No action taken but will await direct communication from Franciscan.Business response
07/06/2023
Good Morning, Per our conversation yesterday, we have contacted the complainant directly and will be handling his concerns through our hospital grievance process and not through the BBB. Thank you. **************************;
Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Franciscan Physician Network ********************************* at ********************************************************************************* to schedule an annual physical with *****************************. This was my first visit to this Dr (my previous Dr was part of Francisan as well but he retired) so I was a new patient.I was seen by **************** on 11/03/2022 for a preventive care exam/annual physical.I received a bill and was charged $240.00 for a preventive visit and $250.00 for an office visit.I first called my insurance company (United Healthcare) to ask why I was billed directly as my insurance covers preventive care 100%. I was told my insurance provider did cover the preventive care cost fully but my Doctor also billed for an office visit and that is subject to a deductible.I called ********************************* ************** and spoke to the office manager named *************I explained that they are double billing me for the same office visit. I called and asked for and scheduled an annual physical/preventive care exam. I was never told I would be billed twice for the same visit. I was never told I would be billed for a preventive care visit and an office visit. This is wrong. They are double billing for the visit. They want to be paid by my insurance company for preventive care and then bill me more for the same visit and get paid twice. I asked for an annual physical and my insurance company covered it 100%. They are billing for other services I did not ask for, was never told about, and did not receive. I asked them to refile the claims for preventive care only. **************** also ordered lab/blood work as part of my annual physical. The lab company is now also billing me because they said **************** did not order these as part of preventive care/annual physical. This is incorrect and double billing for the same service.Business response
02/02/2023
Please see attached.Initial Complaint
12/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of transaction was 7-22-21. At this time I had insurance that would had and has many times before covered the same service. I also previous to this visit had an insurance change some one and a half years ago. Having that said, by fault of their own charged this to my previous insurance provider so consequently I started getting bills. I addressed this immediately explaining and giving the very same information off my present insurance providers card which at the service visit is taken from you when your go back for a blood draw area and given back when you leave. I only have the present insurance provider card to give them so somehow they charged it to my past provider. I had three 3 way conference calls with my now provider, franciscan and myself. Even though it had been past the thirty days my provider agree to pay anyway. Through all of this calling me seemingly constantly, sending ******** and they also sent me to an collection agency and that is when I went in personally and talked to ***** and she got it stopped. My provider still paid ****** of the ****** bill I am now finding out and they still want me to pay ***** still from back then. I have call transcripts from the calls from my previous insurance provider. I cannot believe after all they have put me thru on a fixed income that they would even consider pursuing this. ***** also gave me a number to call which and did and they never returned my call. Guarantor number *******. I feel I have went over and above to resole this issue and I feel this is paid in full now. thank you I will try to upload documents but as of now I just don't know how.Business response
12/01/2022
We are in receipt of your complaint from *****************************.
Please be advised that after we have placed a courtesy hold on his account that was identified in this complaint; which pauses all billing while we thoroughly review his concerns.
We will respond with our findings as soon as our investigation is completed, which will be completed on or before 12/10/22.
If I can be of any further assistance in this matter, please do not hesitate to reach out to me.
Sincerely,
*****************************
Initial Complaint
07/21/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Franciscan filed a judgement against me for not paying an MRI that would have been covered by my insurance. had they sent in the order on time. I called my insurance company and they said that the reason they didn't pay it out is because Franciscan missed the deadline to make them aware. Now the hospital is trying to come after me for something they didn't do.Business response
07/23/2021
Please see attached response.Initial Complaint
07/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband and I were tested for covid-19 on June 22, 2020, at a drive-through test location in **************, *******, where we were visiting my parents. We provided our insurance information. Eventually we started receiving bills for the tests. When I called my ******** ******** MCO, *****************, they said that the claim was rejected because of an incorrect MPI number. PP told me that even though the tests were done out of MD, they would be covered. I spoke with ** and PP several times, asking ** to resubmit the claim correctly. Finally, in a three way call between ** and PP representatives and myself, the ** rep gave the PP rep an email address to request a W-9 to use for identification. I was assured by the PP rep that I should disregard any future bills or collections notices. Recently we started receiving both again. I called ** again and asked them to resubmit the claim. I just spoke with PP and was told that still no claim had been submitted.Customer response
07/13/2021
I have not saved all of my bills, so I am certainly missing some documents, but I have a **** here dated 3/15/2021. The guarantor number is 1689033.
I also have a delinquency notice from ****** and ****** ***** dated 6/21/21. The reference # on this notice is 47190893.
My husband is in the same situation, although his notices are all going to my parents' house in Indiana, since that was the original address we gave when we got the covid test. I have asked representatives from Franciscan Alliance to correct this on our records but they have not.
Business response
07/26/2021
Please see attached business response.
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Customer Complaints Summary
10 total complaints in the last 3 years.
3 complaints closed in the last 12 months.