Complaints

This profile includes complaints for Summa Health System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Summa Health System

  1077 Gorge Blvd Akron, OH 44310-2408

• 

  Summa Health System

  141 N Forge St Akron, OH 44304-1407

• 

  Summa Health System

  PO Box 2090 Akron, OH 44309-2090

• 

  Summa Health - Barberton Campus

  155 5th St NE Barberton, OH 44203-3332

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I quit working for Summa Health 2 and half months ago. I have since been trying to roll my 403B retirement plan over to my new employer. Still today 8/12/2024 Summa Health has not notified Fidelty that I am no longer employed by Summa Health and have not been for over two months. I have called several times during this period, and I constantly get told it is being taking care of. This is very unprofessional, and I should not have to beg and plead with an ex-employer to send the documentation to Fidelty so I can access my retirement accounts.

  Business Response

  Date: 08/19/2024

  Your termination date was 6/22/2024 and HR did not receive the termination request until 8/5/2024. We apologize for the delay and any misunderstandings in processing this request.

  Once the termination request was received by HR, it was approved on 8/6/2024. 

  Usually, Summa sends records to Fidelity every two weeks, but since you had experienced this delay, Summa manually uploaded this information to Fidelity so you could execute the distribution as soon as possible.

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came here to get a vasectomy on March 20, 2024 and was told upon talking with my instance I owed $710.00
  
  On April 5, 2024 I received my claim from my insurance company and I was told I was only supposed to pay $478.60. I over paid by $231.40. I called the Summa Health using the number on my bill ************ and was told I do have a credit for $231.40 and I would receive my refund soon.
  
  
  On July 1, 2024 I still had not gotten my refund. I went to the office and spoke with the desk. They told me to call this other billing number ************* The rep confirmed my credit of $231.40 is still there and they are escalating it and I will receive a credit on the credit card I used to pay the initial $710.
  
  On July 15, 2024 I still had not received my refund. I called ************ again and was told they have escalated this and the process is just slow.
  
  Now here we are on July 29, 2024 and still no refund.
  
  I would like the BBB to escalate this further to get me my refund. If I do not have my refund by August 26th, I will be suing summa health in claims court.

  Business Response

  Date: 07/30/2024

  Hello,

   

  I have asked ******* *** Manager in refunds department to have this refunded ASAP.  It will go back on the credit card patient paid with.

   

  Thank you,

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

  Customer Answer

  Date: 07/30/2024

  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 as long as I receive my refund in a timely manner.  If I do not receive my refund in a timely manner I will consider the resolution unsatisfactory.  

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a patient at Summa for a long time. This billing issue started in October of 2022, when my dad's insurance company had switched over to a third party insurance which was networked through Cigna. I have shown my insurance card to the office and uploaded it through MyChart. I kept getting messages and notices from Summa that Cigna denied my claim because I needed to update my "coordination of benefits." I called my insurance (which at the time was Maestro Health), and they said that COB was not an issue, that they billed Cigna when they weren't supposed to. It is instructed on my insurance card to bill the third party, listed on the back of the card. I thought, you know, mistake, it happens. I had a 3 way conference call with Summa, my insurance, and myself. My insurance explained how to bill them and Summa claimed to have fixed it. That did not happen. Fast forward, I get the same bill. I called and explained it again. Same bill and same error all over again. I was sent to collections after trying to fix the issue multiple times. I am currently six months pregnant and seeing providers at Summa for my care. To my surprise, this issue was never resolved and is still going on. I have sent two letters. Called 5 times. Messaged through MyChart. Only to get the same response over and over about the COB issue, even from a supervisor. I have been to many other healthcare facilities and labs that correctly bill my insurance with no issue. Why Summa can't get this correct is beyond me, I shouldn't have to explain to them how to bill insurance on an insurance card. Since 2022, I haven't gotten any bills that are correct. The billing department ignores me, and the same issue is happening continuously with no resolve. On 5/8/24, I received another guarantor letter about the COB issue. I called and gave the rep the correct PO box, and she claimed to have resubmitted. That was a lie, nothing is fixed and my bills will probably end up in collections again.

  Customer Answer

  Date: 06/27/2024

  [[BBB transcription via phone]]

   

  Consumer requested complaint be closed as resolved. 

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been trying to get form UBO4 sent to me so ********** can process a health claim.Summa said they mailed both dates of being in hospital im March and May.said they maile on 6/13 but postmarked 6/21 and they only mailed March.called Summa again today 6/24 and now claims will mail May in 48 hrs and they wont send in email or text.

  Business Response

  Date: 06/25/2024

  Hello,

   

  Looking at patients account, it does show March and May statements were printed.  Once we take envelopes to mail room we have no control on when they are actually mailed out or stamped.  We always tell patients it can be 7-10 business days.

  I will send these statements 3/1/24-5/31/24 to patient today.  I have them printed in a sealed addressed envelope ready for the mailroom.  Patient should receive them in 7-10 business days.

   

  Thank you,

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

  Customer Service Manager

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

• Initial Complaint

  Date:03/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint has to do with three medical charges for the same exact procedure since July 6th of last year. Once I got my own insurance in June of 2023 I went to my appointment and asked if they new my insurance had changed. I gave them my insurance card and they never had me sign a good faith estimate nor did they tell me the pricing would be any different than it has been. Even if they were to say they had me sign one, I was prescribed medicine that would leave me legally unable to sign with consent. I received the first bill of $786 which I signed up for a payment plan for, was surprised by the amount but knew my insurance wasn't as great as my previous plan through my Father. The second bill I got on Oct 5th 2023, was the same and was pending insurance for a couple of months. I brought this up to the staff and my insurance to no resolve. I mentioned the situation to two unaffiliated medical providers I see and they mentioned that I should have gotten a good faith estimate as soon as my insurance changed. I brought this up and it was ignored. I then received a bill for my most recent procedure and it was rated at $1,946. I immediately contacted my providers office at Summa Urology on ** **** ****** ***** ** and they said they would look into it. The bills from July and February were taken off. I figured that was the resolution since again I've never signed a good faith estimate at this office. I then noticed they were both back on my bill and it was all the same as before. I've been attempting to reach an Ombudsman in order to help me resolve this but I have had no luck. I've canceled all future appointments with this office because I don't feel as though I'm being treated fairly or with any amount of concern in regards to billing. My provider Dr. Casey has been amazing and so has his assistant that helped with the procedures. My summa account is under Forest ******** my legal name is **** ******** birthdate ******** for verification purposes

  Business Response

  Date: 03/15/2024

  I have filed a formal complaint with the Practice Manager and Director of the Urology office. In addition, I have alerted our billing administrators to the issue. 

  Thank you,

  Sheri Eichorn

  Customer Answer

  Date: 03/24/2024

   I am rejecting this response because: I have yet to hear anything from summa, whom I and the complaints director for Summa (the woman who has responded to BBB complaint) have filed against. The bill from Summa has now increased even more with the incorrect charge of 1900 dollars still pending insurance. 
  
  
  
  

  Business Response

  Date: 03/25/2024

  We have reviewed the complaint and we appreciate the
  opportunity to investigate what happened. We are sorry that he is unhappy with
  his experience. Often times insurance can be confusing for patients. It is the
  responsibility of the patient to know their insurance coverage for various
  procedures. A prior authorization is only for general coverage by the insurance
  company and does not determine the patient’s responsibility – that is
  determined by the patient’s specific health insurance plan and their deductible,
  co-payment and co-insurance amounts.  Good faith estimates required under
  the No Surprises Act are not required for patients who are using insurance
  towards a procedure but can be requested.  *************************************** The patient had not requested an estimate. Again, we are sorry he is unhappy
  with his experience but upon review, all charges and patient’s responsibility
  are accurate. 

  Business Response

  Date: 04/01/2024

  Originally submitted to BBB on 3/25/2024:

  We have reviewed the complaint and we appreciate the
  opportunity to investigate what happened. We are sorry that he is unhappy with
  his experience. Often times insurance can be confusing for patients. It is the
  responsibility of the patient to know their insurance coverage for various
  procedures. A prior authorization is only for general coverage by the insurance
  company and does not determine the patient’s responsibility – that is
  determined by the patient’s specific health insurance plan and their deductible,
  co-payment and co-insurance amounts.  Good faith estimates required under
  the No Surprises Act are not required for patients who are using insurance
  towards a procedure but can be requested.  *************************************** The patient had not requested an estimate. Again, we are sorry he is unhappy
  with his experience but upon review, all charges and patient’s responsibility
  are accurate. 

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been calling about this since October 2023. We accidentally paid a prepayment on July 28 of $51.91 for our dad's medical visit. Summa split that payment and applied it to 2 separate bills. We got one of the bills rectified with a credit of **** returned to us. The other amount $28.94 was applied to a 9/5/23 visit. The *** states we only owed $3.54 thus Summa owes us $25.40 back. I keep being told that this has been submitted to higher *** and to give it a few weeks more. Unfortunately also, anyone who tries to call my phone from Summa cant seem to get through to me. Thus why I keep calling them for resolution. I JUST called and left all the info again with the billing department. This has to be my 20th call about this issue. It's obvious to me when you see the *** and the bill from 9/5 where the refund is to go. Why it takes months for this refund but hours for the other refund is beyond me. I am angry and frustrated by the Summa billing system. Note my father lives in **** but the zipcode you asked for is ******* as thats where I live and thats the zip code on his bills

  Business Response

  Date: 01/16/2024

  We have called the patient and left several messages to discuss the issue but have not received a return call. We will update our response if you responds. 

  Business Response

  Date: 01/16/2024

  We have spoken to the patient and have now resolved the issue. 

  Customer Answer

  Date: 01/17/2024

   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.  They responded quickly and the issue was rectified quickly!   Appreciate the help BBB!!

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father ***** ********** (now deceased) was in Summa Barberton 9/20/22 to 9/24/22. We were erronously billed by Summa Health for $1556 - a charge that our insurance compandy and EOB clearly state is in error. I first called and was told we owed mothing. I got a second bill months later in March and called again and was told they would send the concern to a manager. I have also called and left a message for a manager. I have filled out their on line form. Now, almost months later, I have yet to hear back from anyone. In the meantime they sent the bill to collections - and I am having to gather the EOB and other information to provide it to that agency as well.
  I simply cannot understand why no one at Summa Health will return my call and address the issue. They have clearly made a billing error. Our insurance company - United Health - has said they would be happy to take a call for Summa and explain their error. I would be happy to take a call or email and explain their error but I literally cannot get anyone at Summa to respond in any way. As you can imagine on top of my father's death in October in a Summa hospital, and all that involves, having this unsettled issue hanging over the family is causing a great deal of stress.

  Business Response

  Date: 07/24/2023

  We will reach out to our billing department and have this looked into then provide another response. Thank you. 

  Business Response

  Date: 08/01/2023

  I have reviewed account and adjusted the balance to zero.  

  I do apologize for the inconvenience.  

  Sincerely,

  **** *******

  System Director, Patient Billing

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve my medical bill for well over 8 months now and I am going around in circle with the constant threat of collections. Months and month of phones calls and I am not getting anywhere.
  
  We have Medical Mutual as out primary insurance and Standard Life as our secondary insurance. We have an issue that Summa is not sending 80% of our bills to our secondary insurance company. Some have been successfully sent though.
  
  Last month I even got my insurance to have a conference call with the billing department and I was assured it was all resolved. This month a bill again and sent to collections.
  
  I just want to pay ASAP, but the bill needs to be sent through my secondary insurance first and calculated correctly
  
  
  Email is the best way to contact me
  
  Guarantor No. ******

  Business Response

  Date: 07/25/2023

  Hello,   

  I want to thank Ms. ******* for bringing this issue to my attention.   

  The problem we were having with adding the 2ndy insurance is that when we attempted to verify the coverage electronically Standard Life did not provide a response.

  We should have verified coverage manually by calling Standard life. My apologies for this error.  Your 2ndy has been added.

  You were also approved for 85% charity discount per Summa Health's financial assistance policy.  The adjustments have been applied.

  Thank you,

  **** *******

  Summa Health System

  Director, Patient Billing.