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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
My son had a surgery back in March of 2021. In February of 2023 we received a bill from the surgery center billing us for the remaining cost of his surgery. The insurance through my employer, Anthem, had overpaid on his surgery and took up until this point to be reconciled with them. I have been dealing with Anthem and the Community Health billing office now for over a year trying to get this resolved. I have finally negotiated the bill down with them but they are still refusing to write off the remaining portion. Any assistance in this matter would be appreciated.
Business response
04/04/2024
Dear ******************,
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an billing experience. Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to Patient Relations & Advocacy directly.
This is in response to report number: 21525573. Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns; your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
Patient Relations & Advocacy
Community Health Network
Customer response
04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I have communicated with Community Health Network Billing and their Patient Advocacy Team. Neither group was able to come to a reasonable resolution for our family. The hospital expects our family to be held responsible for the cost of a surgery that was over 3 years ago now. Unfortunately, times have changed and our family is no longer in a position in which we can afford these costs.
Regards,
*************************Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a colonoscopy done . Afterwards I was told not showed that I had a 3 mm polyp. Couple weeks later I received a bill 369$. I asked where are the pictures because colonoscopy procedure consist of a video camera and screenshot problem areas. Called again and I was told I was suppose to sit down with Dr. and go over everything which I did not. Few days later I received a call and was told it was not a polyp it was mucous he thought it was a polyp and no screen shots were taken of the supposedly problem area. Basically I am being billed for the dr ******* of something I did not have. It was never discussed with me following the procedure, it was falsified documentation. Dr. **********************Business response
03/11/2024
I appreciate you sharing this feedback with us because this is certainly not the experience we want our patients to have. Community Health Network has a process for reviewing patient experiences and your concerns will go through that process. Please be aware that going forward we must communicate directly with the patient due to the federal privacy laws. We want you to know that we have taken these concerns seriously and a thorough review will be completed. Thank you for sharing this experience with us.Customer response
03/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*********************Initial Complaint
10/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am filing this complaint in regards to insurance declining to cover medical bills after a community health employee assured me my child was added to my benefits. 4/18/23 I had an emergency c section. Giving birth at 32 weeks, my premature infant went directly to the ***** My daughter was taken immediately to the **** to be intubated and I went to my room to recover. During this recovery time, prior to even meeting my child, a comm. health employee came to my room to discuss my childs personal information, including insurance information. During this conversation we discussed that our child would be on my insurance and my husband and I were assured that we were all set for insurance coverage for our child as I was a community health employee with their insurance so they had all of the information on file.It was not until after discharging from our 45 day **** stay (with a transfer to ***** childrens ****) that we were made aware of a lapse of coverage for my dependent. It was at this time we notified community health who stated our daughter was never placed on our insurance & since its past the 30 days, we can apply during open enrollment in October. Leaving all of our **** bills uninsured. I have applied & been denied for ******** multiple times. The medical bills are over $300,000. Due to Comm. Health Networks poor informative nature and negligence we were never made aware of the lapse in coverage. Again, reiterating that community health employee assured us everything was covered since I was an employee with their insurance we were told they have all of the information they need. This entire situation could have been avoided had I not been told by a community health employee multiple times that we were set for our insurance needs. This encounter took place in my recovery room while I was under tremendous stress, under the effects of medications and frightened for my childs life.Business response
11/03/2023
Good Afternoon,
We received complaint ID# ******** for ***, ******. We also wanted you to know that *********************** is no longer working at our network.
Initial Complaint
01/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 1/18/23 I had an office visit with a therapist at Community Health Pavilion on **************************************************************. I chose this because they are in network with my insurance, and office visits were to be $35.On 1/20/2023 the bill is sent to my insurance, and on 1/24/2023, my insurance completes the claim and leaves me with a $144 copay.When I called my insurance and asked about it, it came to light that the reason for the discrepancy is because Community Health Network billed my insurance for a "hospital out-patient" visit, instead of the "office visit" that it -physically- (as in, reality) is.I called Community and tried to have this corrected, but was instead told that this was standard practice.I insinuate this to mean that it is standard practice to bill mental health office visits as hospital visits, which I can only assume is to get more money out of insurance/patients.It was not disclosed anywhere that my office visit was going to be billed as a hospital visit, and would thus render my insurance guarantee that it would be a $35 copay moot. This flies in the face of billing transparency.I have since cancelled all future appointments for mental health.I don't have a Guarantor # yet, as Community has yet to send me the bill, but when calling about it they were able to use the personal info I provided for the complaint with my date of birth (6/29/1990) to look up the claim.Business response
01/26/2023
January 26, 2023
*********************
c/o *************************
151 ***************** #****
Indianapolis, ** 46204-2599
Dear ******************,
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an experience at Community Behavioral Health Crestview on January 18, 2023. Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to our ****** of ******* Experience directly.
This is in response to report number: 18901889. Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns; your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
Adina
****** of ******* Experience
Community Health Network
317-621-7000Tell us why here...Customer response
01/26/2023
Better Business Bureau:
After reaching out per their response, a representative from Community informed me that a review was in progress and that I should expect an additional response from them. I presume this will be outside of this BBB complaint.
I suppose for all intents and purposes, this complaint is closed.
Regards,
*********************
Initial Complaint
12/26/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
12/26/2022 I was at the emergency room I sit in the er for over 2 hours I came in with chest pain am I just had a stint put in my stomach because I had a blood clot in my left leg my left leg has been goin numb they called everyone back that was behind me first Im currently still sitting in the ** this is ridiculous the lady was back there leaning and on her phone what about the sick patients bad buisnessBusiness response
12/28/2022
Tell us why here...12/28/2022
***********************
c/o *************************
151 ***************** #****
Indianapolis,** 46204-2599
Dear ****************,
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an experience at Community East Emergency Room. Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to our ****** of ******* Experience directly.
This is in response to report number: ******** . Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns; your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
Ty
****** of ******* Experience
Community Health Network
************Initial Complaint
10/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Our complaint with Community Health Network is over charging, misleading, and never returning calls when they said they will (5 times - always promise to respond in 5 business days). Never have responded, always insure our account was ok with $0 balance. Then 17 months later we get a $21,171 bill, after we switched insurances.Our experience started me needing surgery. We had ********* insurance at the time and they negotiated and paid an upfront price for the surgery prior to the surgery ($37,224 - reference #******* **** ******************* confirmed (4/30/21) 5 days prior to surgery). The surgery went well, and I was released the same day (5/4/21). Later that year we changed insurance to ACA due to Covid subsidies, after calling Community Health Network 3 times (last one was 10/19/21) to ensure my bill was paid and the account closed always with a $0 balance Recently (17 months later) we receive a bill from Community Health Network for $21,171. Our records show ********* paid ($48,173 = $81,581 charged - $29,649 PHCS discount - $3759 AHP). Community Health Network Bill shows the same amount but did not have the proper discounts ($81,581 billed but only $12,237 discount). Also, Community Health Network did not honor there agreement in the payment amount prior to surgery, and were paid $11,000 more than the upfront payment.The account should be closed with a $0 balance, as the receive more payment than the upfront agreement. As retired person I do not have the ability to pay this amount. And, I never can get a response from Community Health Network. This is a disappointing outcome from a accounts perspective, when the quality of care was good.Please make my account $0 as it should be.Business response
10/19/2022
Tell us why here...October 19, 2022
**********************
c/o BBB REPRESENTATIVE
151 ***************** #****
Indianapolis,** 46204-2599
Dear ************
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an experience with our ******************* Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to our ****** of ******* Experience directly.
This is in response to report number: 18235690. Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns; your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
Tyshee
****** of ******* Experience
Community Health Network
************Initial Complaint
03/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. ***************************** $1,166.00 Acct # *********Business response
04/04/2022
4/4/2022
*****************************
151 ***************** #****
Indianapolis,** 46204-2599
Dear *********************************
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an experience with Community Health Network. Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to our ****** of ******* Experience directly.
This is in response to report number:16968086. Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns; your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
*****
****** of ******* Experience
Community Health Network
************Initial Complaint
01/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In December of 2021, I was notified I overpaid on a **** to the organization. I called and requested that the overpayment be issued to me via check and the representative advised that the overpayment could be issued to me via check. I called again in December to check the status of the check being issued and was told that a check would be issued probably at the end of the week due to checks only being issued on Fridays. The following week, the organization advised they issued a refund. No check has been sent out or received to date and they refuse to acknowledge why a check was not sent per request and when they agreed upon delivery of this method. The organization has recordings with their agreement to send the refund via check in mail.Business response
02/21/2022
2/21/2022
*************************************
c/o BBB REPRESENTATIVE
151 ***************** #****
Indianapolis, ** 46204-2599
Dear **************************,
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an experience at ****** Services/Revenue Cycle on 12/10/2021. Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to our ****** of ******* Experience directly. Concerns related to billing or refund status must be directly escalated through the ****** Services representatives who can be reached at ************ or ***************************************
This is in response to report number:16667839. Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns;your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
***********************
****** of ******* Experience
Community Health Network
************Initial Complaint
10/25/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
letter sent to them on 9/22/2021 by our daughter I injured my left hip while playing volleyball for the University of Indianapolis. I needed to seek medical care. Our contract with the university is that our insurance will pay primary and then they cover the balance. Since these charges came so early in the year our healthcare flex spending account kicked in and paid the balance. So as of right now our insurance has paid, our flex spending has paid and so has the university, creating an overpayment. The overpayment can be sent back to Cigna to be applied to our flex spending or back to us. The dates of service and over payments are:3/10/21, overpayment $78.49 4/2, 4/6, 4/12 and 4/16, overpayment $243.67 4/13, overpayment $296.40 If you have any questions, please refer them to my mom (****) at ********************** or ************. My home address to send the overpayment to is the one that you should have on file **********************************************Business response
10/28/2021
10/28/2021
*************************
c/o BBB REPRESENTATIVE
***************************
Indianapolis, ** 46204-2599
Dear ********************
This letter is being sent to you in response to a complaint notice from the Better Business Bureau. We understand you shared concerns regarding an experience at Community Health Network. Due to the federal privacy law, we must communicate how we address the topics listed in your concern in general terms should a patient share these directly with our office. If you wish to speak specifically about an experience with care received at Community Health Network, our contact information is below, and we would encourage you to reach out to our ****** of ******* Experience directly.
This is in response to report number: ******** . Specific to your situation, we are here to help find out more about your experience if you contact us directly, as we do not share personal health information through a third party.
Thanks to you and the Better Business Bureau for sharing these concerns so that we can work to improve our services to all our patients. We are committed to the continual improvement of our services and thank you for taking the time to express your concerns;your feedback helps to ensure that we continue to provide high quality care to our patients.
Respectfully,
*****,
****** of ******* Experience
Community Health Network
************Customer response
11/05/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have tried to contact you. Our daughter sent a letter and asked for communication to go through me (her mom) as she is a busy student athlete in season right now. She also stated she signed a hippa form and release information listing me on that. ******************** sent me a copy showing they paid the claims along with dates checks were mailed and check numbers. We are only asking for what is rightly due to us. I don't want to think you are fraudulently keeping this money and not paying it back but the road blocks we keep running into is what prompted the better business complaint being filed. Please let me know if there is anything further you need to send us our refund.
Regards,
*************************
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