ComplaintsforMount Carmel Health

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was transported to mt.carmel St. Ann hospital via EMS on 04/7/23 for having some early pregnancy complications. I was admitted to the ER and i spent about 3 hours in there until i was released. Later on i received a bill from the hospital for almost $6200 knowing that i don't have health insurance since i've been only in the country for only 2 month at the time of the incident. After reviewing the itemized bill online i was charged $4,079 only for the ER Room general. That is an extreme overprice for 3 hours in the ER for a non-insured patient. I did apply for financial assistance and i was only given a partial discount which left me with a balance close to $1000 that i cannot afford to pay and when i contacted them to discuss the balance, they offered me a 3 payments plan for almost $320 for each payment within 3 month which is impossible for me to afford and they weren't willing to dispute any of the itemized charges on the bill. Trinity health is obviously taking advantage of self pay patients because they will never charge insured patients the same rates because their health insurance will never accept those rates. As a self-pay patient i feel that i was taken advantage of. Per the No Surprise Act, i'm requesting to dispute the amount billed for the service provided.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Mount Carmel intentionally overbilled me and will offer no reasonable explanation for the amount billed. When I call them to inquire, they simply say that's the amount due and will not explain why the amount is four to five times higher than it should be and what other doctors charge for same procedure. When asked to speak to supervisor, they say he/she will call me back but no one ever does.Now, they have turned account over to collection agency and continue to avoid my calls and questions. They are an awful organization and are committing fraud.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was taken by ambulance to *** ****s for a medical issue. We received separate invoices from the physician, radiology, and now the hospital. We haven't received an invoice from the ambulance yet. We paid the physician invoice in full. Radiology allowed us to go onto a payment plan.

  In the last year, my wife had to have knee surgery and a variety of post-surgery rehab appointments, my daughter has had two ER visits and a specialist visit, and I've had a couple of specialist visits. In short, we have a lot of medical bills that we're trying to get through.

  My wife called *** ****s to ask for payment options. They told her that we could contact a company for a loan or pay the bill in full in six months. The bill is $3,755.48. Paying over 6 months isn't possible.

  Given all the other expenses, we offered everything remaining in our savings account ($1,000) in trade for paying the invoice in full. They rejected that offer. We then offered $100 a month payments, which was also rejected.

  The total bill from the hospital was $10,010.35 before insurance paid.

  We have never received an itemized bill from the hospital, so we cannot even verify if the charges are legitimate or proper.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had our second child at Mount Carmel East (6001 East Broad Street, Columbus, OH 43213). My wife (******** ******) was discharged from the hospital the night before my daughter (****** ******) which I (******* ******) knew from our first child was something that shouldn't be done since newborns are covered under mother's insurance.

  Unfortunately, I was not in the room to question the decision when it was made. By doing this, our daughter's final day was charged to her insurance which initiated her deductible and max our of pocket costing us an unnecessary $2,526. Their billing department could not make any changes on their end and directed us to insurance.

  Our insurance, Anthem BCBS, confirmed that our daughter would have stayed on my wife's plan and thus saved the charges to my daughter's plan. However, insurance also could not make any changes as this is how it was billed to them.

  After talking with the billing department again, I was directed to the hospital. I talked with ***** who is the nurse manager of the labor & delivery department. She acknowledged an issue but had to report the issue to someone else.

  I received a call a few days later from, I believe, the director of labor & delivery. Unfortunately, I did not get his name. He indicated this was certainly a mistake and would have to get in touch with billing to get it corrected.

  After a couple weeks without hearing anything, I contacted billing who said they had no changes on their end. I tried calling ***** from labor & delivery a couple times since then but she has not returned my calls. I have also talked to our delivering doctor's company (Columbus Obstetricians-Gynecologists Inc. (billing)) who confirmed that this was common practice and my wife should not have been discharged before my daughter.

  In summary, I have spent 15+ calls and many hours on the phone regarding this issue and cannot get resolution.

  The bill has not been paid and is outstanding. Invoice ID ********* 

  Business response

  10/14/2022

  Trinity Health strives to provide the most accurate billing information for our services.  We do not publicly comment on any individual complaints to ensure patient privacy. Any concerns related to Trinity Health billing are sent to handled internally for confidential support. This information has been shared with the Patient Accounting department. Thank you

  Customer response

  10/17/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I have called into Trinity Health billing and they are indicating that they cannot change the charges even though a mistake was made.  They have instructed me to talk to my insurance who is indicating to me that the hospital needs to correct the error.  So, I still feel like I am going in circles wasting time.  I have still not heard back from the actual labor and delivery department who verified the mistake and told me they were going to take care of it and that I should not pay the statement.  In summary, the billing department is not putting the charges on hold, however, the labor and delivery department is indicating they should not be paid (our insurance has acknowledged an error and so has our OBGYN's office as well).  Still just looking for resolution.  Thanks!  
  
  Regards,
  
  ******* ******

  Business response

  11/16/2022

  ***** ******** **************************************
  Thu, Nov 10, 3:51 PM (6 days ago)
  to *************************************
  
  Thank you for contacting Trinity Health.  As with all report, we took your concern regarding a report of a billing matter seriously.  Given the sensitivity of the patient information and to protect the privacy of our patients, Trinity Heath responds directly to the patient in the event of a complaint or concern is raised. Thank you for bringing this matter to our attention. 
  
  ***** ********
  Supervisor, Customer Service
  
  Enterprise Patient Financial Services
  
   
  
  ************************************
  
  P ************
  
  ***** ** ** **** **
  Farmington Hills, MI 48331
  
  ****************** | Facebook | Twitter | LinkedIn
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My problem is with billing by Mt. Carmel. They can't seem to get my account straightened out. I have spoken with many employees there and two were very understanding and said my account was all messed up. They would go from screen to screen and from new programs to old programs and no one could get it straightened out. One person I talked to was very rude and not helpful at all. She was one of these people who talked loud and over you so you could not talk and she told me my bill was correct and I had to pay it without checking anything. To start off with, I had a lot of health problems in 2021 and went for many tests at various places. I was sent to various locations owned by Mt. Carmel because of covid mainly. On 8/26/21 I went to a location to have a test done, I can't remember where now but I paid my copay at the hospital. I have ***** ******** and they said I owed $60. I actually paid $78.04. The hospital says I paid $48.04. Someone in there they charged me $30.00 for an insufficient funds charge. I have $1000. over draft and would never not had the funds in my account. I pay all of my bills either with my debit card, credit card or pay bills on line with bill pay. One time when I talked with Mt. Carmel they said it was a stop check fee. I never stopped payment on their check. I called my bank and they said they paid it and Mt carmel never cashed it so after 2 months they put the money back in my account. I paid it again and still have the same problem. I should not be charged for this $30 fee and should not have to pay this bill twice because they don't cash my checks for a very long time. This same issue happened before for $45. I sent payment, they were ready to turn me over to credit services and I sent it again, after many months, they sent me a check for $45. They can't seem to get my account straightened out. This is so bad I changed Drs. to go to a facility that is not Mt. Carmel.

  Business response

  08/04/2022

  We have contacted the patient and have explained the charges on her account.  Our Patient Accounting department is working with her to get the balance resolved.   

  Customer response

  08/04/2022

   many of the responses from this company are inaccurate or incomplete.  I am being accused of writing bad checks or stopping payment on checks I wrote them and I did neither.  I do not like these accusations.  My bank did neither of these either.  They won't accept what I say as the truth but rather keep putting the blame on me and my bank and won't accept responsibility for anyone at the company.  They are confused on many items such as telling me I did not go to *** ***** nor pay for any tests there.  WE DROVE THERE MORE THAN ONCE.  I was told it was Mt. Carmel ** ******  I did not want to go there because it takes longer and used more gas but I definitely was there and to have Mt. Carmel tell me I am confused and/or mistaken is just wrong.  I will find my paperwork to prove I was there if I have to go up there and print the paperwork myself.  I also sent them all the information they asked for but they can't find it so I am in the process of doing it again and it will take time as this is very old and there are a lot of claims but I will get through it but it will take time sorting and going through my files but I will get there.  I am tired of betting blammed for mistakes that were not made by me but they won't accept blame for anything.  I will send you the copies I come up with.  
  
  Regards,
  
  ******* ********

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 11, 2021 my husband visited a Cardiologist in your network for routine testing. After ****** processed the claim, it was deemed that we were responsible for 148.39 after discounts and the remaining going toward our deductible. I paid this via my HSA and it cleared my account on 2/26/2021. Upon further investigation I contacted ****** and it was agreed that they (******) had misapplied the amount to the deductible. ****** reprocessed the claim and paid Mount Carmel 133.55 leaving my responsibility of 14.84. This resulted in an overpayment to Mount Carmel in the amount of 133.55. Since April of 2021 I have been trying to receive the refund, I am due from Mount Carmel. I have spent countless hours on the phone with Mt Carmel and ****** and to date have not received my refund nor am I any closer to receiving it. Mt Carmel insists that the money went back to ******. ****** has sent documentation and spoken to them informing them that they have not received a refund. ****** was given an email address to the refund department but Mt Carmel never responded to them or to me. Documents with account number is attached.

  Business response

  05/19/2022

  Hello

  After reviewing the complaint - Please see the below next steps for this patients account. 

  We were told the refund had to go back to Insurance because HSA payments are listed as insurance payments within our billing system
  Unfortunately this was sent, returned, not processed multiple times
  Within our billing system the money now needs reversed to create a refund for the patient
  This is now complete and patient will be refunded within 21 business days via check to patient
  
  Thanks

  Customer response

  05/20/2022

  I accept the business's response to resolve this complaint.  However I have not received the check and until I receive the check I do not consider this completely resolved.

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

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec. 31, 2020 I was admitted to Mt. Carmel East Hospital and had a lumbar fusion surgery on my back. I recently received a bill from the hospital saying that I owe them $1,300. I noticed on the bill that the date of service was 1/1/21, which was incorrect. Although I had changed insurance on Jan. 1st to Medigold (an Advantage Plan), I was assured by the registration person at the hospital that the insurance I had on the day I was admitted, which was Medicare (primary) and The Health Plan (suppliment), would cover my entire stay and services performed. Upon receipt of this bill I called the hospital's "customer service" number, but got no help. The first agent I spoke to informed me that the hospital had filed a claim with Medicare which was denied. Medicare then told me if the hospital would refile, with the correct date of service (12/31/20) they would pay it. When I called the hospital to relay this information the agent (with a screaming child in the background) hung up.

  Business response

  10/13/2021

  Dear Ms. **********,
  
  I have reviewed the complaint from ******** ***** for Date of service 12.31.20 at Mount Carmel East Hospital.  Her complaint is that the billed service date is listed as 1.1.21.  Per Medicare rules on an inpatient claim the charges 3 days prior are all included in their payment as they only pay on a DRG rate.  So, in this case we did bill Medicare and her claim was denied.  We billed Her Medigold insurance for which they paid and left the patient responsible for $1300.  Since Medigold was not active until 1.1.21 we couldn’t bill for any charges of 12.31.20 so these charges were adjusted off.  I have billed the Medicare supplement coverage to see if they will pay any of the patients remaining balance.  Ms. ***** will receive a new statement once her secondary responds.
  
  Thanks
  
  Tammy
  
   
  
  Tamara Zehnder
  
  Supervisor Customer Service, PBS-C
  
  Trinity Health
  
  [email protected]
  W  614-546-1906
  
  F  614-546-4638
  
  Patient Business Services – Columbus
  
  3100 Easton Square Place
  
  Columbus, OH 43219-6232
  
  trinity-health.org | Facebook | Twitter | LinkedIn
  
   
  

• Initial Complaint

  08/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went ot the Dilley Rd location as a self pay. I was told when I called to make the appt they said it would cost $115. When I arrived, the clerk tried to charge me $125. I said I was verbally told $115. She said if that's what you were told, she would take $115. 

  Then I received a bill in the mail for $52.16: new patient visit is $199, less the self-pay and what I paid.

  I called billing, and was told my payment was a down payment on teh total cost. I explained that I had called ahead so thta I would know how much to bring with me ot pay for the visit and I was told $115, and that is what I paid. nobody said anything about a new patient visit, or that I might owe more after the visit. 

  I have a letter and a voice mail from ********, the patient experience contact, admitting I was given wrong information but that I still owed the money. 

  Business response

  09/01/2021

  The Customer Service department contacted the patient and explained the next steps for his balance.  His BWC attorney asked that we submit the charges to the Workers Comp insurance plan.  Patient has been informed and was satisfied with the result. 

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had my first procedure in February. The day before, I was called by mount Carmel and told I needed to pay $1700 before my procedure. I paid, then my insurance covered the majority of the cost. I had multiple other procedures completed in the next few months, and each time they seemed to open a completely new account and charge me Defoe the procedure, ignoring the $1700 initially paid. I’ve called multiple times, billing tells me to email the email address, which I’ve done about 15 times. Each time I call or email I’m told “a supervisor is working on it” and then I get another bill threatening to send me to collections. I’ve asked for a supervisors contact info and no one ever responds. This is the worst billing department I’ve ever dealt with and they should be fined or sued for harassment.

  Business response

  07/29/2021

  7.27.2021 Business responded to complaint in writing stating:"Spoke to patient and let her know what happened to the transfer of monies. Will send her an email of the breakdown of payment and balances outstanding. Patient was satisfied with this plan of action."

  Customer response

  08/02/2021

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  07/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Before my appointment for a CT scan, I received a call from a representative explaining to e that I could receive a 15% discount if I pre-paid. I pre-paid $408.00 but haven't seen that amount reported to my insurance company, Nor have I seen that amount in the many bills that I've received. I would like my $408.00 returned to me.

  Business response

  07/26/2021

  Our Customer Service Supervisor attempted to contact the patient but, they had to leave a message.  The claim has been processed and the 15% discount was applied.  The patient owes $86.58.  They paid $408.  We have requested a refund of $321.42.  Please let me know if we can do anything else to help.  Thank you. 

  Customer response

  07/26/2021

  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  **** ****** ********

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