Business Profile

Hospital

St. Luke's University Health Network

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Complaints

This profile includes complaints for St. Luke's University Health Network's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:06/22/2025
Type:Billing 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 am filing this complaint to report a wrongful billing and collection action taken by St. Lukes Health System related to a medical visit clearly and properly designated as a Workers Compensation case.On the date of service, the on-site provider at St. Lukes was informed at the time of treatment that the visit was connected to a work-related injury. The claim was to be submitted through my employers Workers Compensation third-party administrator, ********* *******, under Claim #******-005713-WC-01.Despite this, I later discovered that St. Lukes billed me personally for the visit and subsequently sent the account to collections. This has caused unnecessary harm to my credit and added significant stress to an already difficult situation. I was not contacted in a timely or appropriate manner to resolve the billing error before it ************ a healthcare provider, St. Lukes has a responsibility to properly process Workers Compensation claims and communicate with patients when issues arise. This was a clear failure in billing protocol and communication.Resolution Requested:- Immediate removal of the collection account and correction of all related credit reporting - Written confirmation that the account has been closed and will not be pursued - Internal review of how Workers Compensation claims are handled to prevent future harm to patients I am more than willing to provide supporting documentation if necessary. I hope this matter will be resolved professionally and promptly.I respectfully ask that this matter be resolved in a timely and professional manner. If it is not appropriately addressed, I will be forced to pursue further action, including escalating the issue through regulatory agencies, submitting formal disputes to all credit bureaus, and seeking legal guidance if ************ a patient, I should not bear the burden of a billing error for a clearly designated Workers Compensation claim.
Business Response
Date: 07/03/2025
Good Morning,

I have had this account reviewed. It appears that initially the patient presented at the Emergency Room without her insurance information. Therefore, the accounts were placed in Self Pay. Statements were being sent to the patient, however she did not contact us to provide the insurance information timely. The accounts rolled to our collection agency.

I have removed the accounts from collections and her credit report will be updated and billed the charges out to her Workers Comp carrier.
Thank You
***** *******
Sr Manager, Patient Revenue Services
St ****** University Health Network
Customer Answer
Date: 07/13/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23502354

I am rejecting this response because:

They have not removed in from my report and instead I see a number x6 the amount. All bills for St Lukes have been paid outside of this one where they did not correctly document the Workers Compensation number, which was stated on the phone to me by the billing department when I questioned this unjust collections notice.
There will be legal action taken as I am now not sure how a bill for Workers Compensation that I do not owe suddenly increased to x6 the amount and is being reported on my account.

Regards,

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

Business Response
Date: 07/15/2025
Good Afternoon,
I received confirmation from our collection agency that the accounts were closed and returned on 7/11/2025. You would need to give it a little time for the accounts to drop off your credit report.
At this time the balances due are out to ************** they are still pending as of today
If you want to check status at any time you can reach out to the **************** Team at ************ - Monday through Friday from 8AM-4:30PM or Saturdays from 8AM-12PM.
Thank You
***** L *******
SR Manager, St Lukes University Health Network
Initial Complaint
Date:04/28/2025
Type:Billing 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.
Date of bills 2/3/25- $330.65 & 4/27/25 - $35 Date of transaction paid 2/5/25 $330.65 was paid on my credit card statement and St.Lukes claims there is no payments in last 12 months. I paid them $330.65 on 2/5 The nature of the dispute is that they billed me not running my insurance card for the $330.65. They adjusted the claim to a $35 co-pay after running insurance but are claiming I never paid them the $330.65. This is fraudulent and scam like. They owe me $295.65 back if they deduct the $35.I have called there billing department multiple times and have no received a call back or my money returned.
Business Response
Date: 05/22/2025
Good Morning,

This patient contacted our billing office and the refund was processed

We reached out to let him know the outcome and he was satisfied
Thanks
***** L Samuels
Initial Complaint
Date:01/04/2025
Type:Billing 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.
On 11/17/24, I visited the ********************** facility in ******** / *******************, ** and had such a horrible experience. Today on 1/4/25, I received a bill for $823.00 because they said they wrongfully state that "my coverage was not in effect on the date of the service." I am currently on PA ******** and had no lapses of coverage for the past 3 years, so this claim they are making against me is false and may result in a lawsuit with a medical attorney I am working with, unless resolved internally. I have seen St. ****** using the same insurance previously and had no coverage issues. Furthermore, the receptionist / check in was extremely rude, had 0 personality and did not treat myself, or my father kindly or with respect when we checked in that Sunday afternoon. It was evident she did not want to be there. However, she found my current and active insurance information with ease unlike the incompetent billing clerks at the main office. Second, the systems had my internal medication and an allergen in my patient records that were absolutely NOT true, medicines I never took, or was ever prescribed and an allergen I never had. Third, the nurse I saw for "treatment," COULD NOT diagnose me. She had no clue what was going on with me and said that "you may have an ulcer developing." She prescribed me steroids that I had an adverse effect to and was up for nearly 24 hours straight (which was a horrible experience). Fourth, the letter I received from them fails to state any type of coverage at all, when they HAVE that information on file and I had no other issues when there before. This experience proves to me that St ****** is extremely incompetent with ALL staff members, and I will NEVER go to them again. From check-in, to RN's, to billing. They have no clue what is going on and poorly trained. I want this complaint to be public and this balance to be cleared with my correct insurance information on file.
Business Response
Date: 01/07/2025
The patient complaint he filed within ***** was forwarded to my team on Monday, January 6th - his account has been updated and the correct insurance billed
Thank ***********************************
Initial Complaint
Date:10/30/2024
Type:Customer Service Issues
Status:
UnansweredMore 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.
On July 2, 2024, I went to *************** Family ********************** for my annual physical. After my appointment, I was given a sheet to take to the lab for my yearly bloodwork. On July 3, 2024 I took the paper to the lab and had my blood drawn. The next day, as I was checking my test results in 'My Chart' I discovered that the lab had run two extra tests (*** and Hepatitis C) ordered by another doctor **** ********) without my knowledge and without my permission. I called the lab who told me they were following my doctors orders and that I should contact the office for an explanation. I contacted the office and was told that the tests were optional (even though I was not given any options) however, they should not have been run without my permission. At my request, they did remove the test result online from 'My Chart' and resubmitted the correction to the insurance company as I was not paying for tests run without my consent. I then submitted paperwork to have these results also removed from my Permanent Medical Records. Instead of removing *** and Hepatitis C results from my Permanent Medical Records, the Medical ****************** issued an amendment to my Medical Records. However, the results of the initial test can still be found in multiple places within the medical records. After further inquiries about having this removed from my Medical Records, I recieved a call from Dr. ****** *******, Head of Family Medicine at *****. Dr. ******* told me he would look into getting this removed from my Medical Records . After not hearing from him for two weeks, I called and left a message which has gone unanswered and unreturned. I also emailed the Medical ****************** and have yet to receive a response from them a well. I have enclosed documents showing the initial Blood Work Request (Without the *** and Hep C) as well as a copy of the medical records showing the results of these illegally obtained test results.
Business Response
Date: 11/11/2024
Good Morning,

I will need to forward this to our ********************* for handling
Once I receive a response from them I will update the information here
Thanks
***** *******
Initial Complaint
Date:05/28/2024
Type:Billing 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.
On 4/24/24 I went to st.Lukes and was directed which room to go to. I was charged a $40 copay which I payed. When I got to that room they told me I was sent to the wrong ***** an told me they were giving me a credit against the copay of $40. I was given a hard copy of the credit for $40.Now it's been a month since an still haven't rec'd my credit on my charge card. They tell me that ***** had a new machine and that's what the hold up is. I've message them a couple times but no luck. Can you please help resolve this ? Thank you.
Business Response
Date: 06/14/2024
Good Morning,
I do not see a visit on 4/24/2024. I do however see a visit with our Cardiology practice on 4/25/2024. For this particular visit i do not see a co-pay being collected.
I also do not see any credits on his account for $40.
If the patient could please forward a copy of the receipt he received so we can research the payment I would be happy to have his account reviewed
He can email a copy to ***************** or contact our customer service department at ************ Monday - Friday 8AM-4:30PM or Saturday 8AM-12PM
Thank You
***********************;

Customer Answer
Date: 06/17/2024
[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
Date:04/02/2024
Type:Billing 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.
St Lukes University Health Network incorrectly posted my $200.00 payment as a $100.00 payment on their billing system, and has not made any moves to correct their error.In addition, St Lukes University Health Network's bank ***** Fargo, who conducts their Lockbox processing, has not corrected their obvious error in posting the payment and transferring the information to St Lukes University Health Network's billing department.I want the March 2024 payment and posting corrected by both St Lukes University Health Network and their bank ***** Fargo.Separately the I will be filing a separate Federal complaint against the agency that monitors banks like ***** Fargo. I get so many complaints from my clients in the ************* regarding this medical provider, and now their bank, that I will be recommending that any clients that have a complaint to file them through these channels. I will help facilitate them if needed.My son's information:Patient: *************************** Guarantor # ******* Dates of service: dates of 08/15/2023 through 11/06/2023
Business Response
Date: 04/22/2024
Good Morning,

I have reviewed the account. According to the notes on file the patient sent in proof of payment.
The information from ***** Fargo indicated that only $100 was withdrawn from his account.
We would need an updated bank statement showing that ***** Fargo corrected the payment to $200 vs the $100 which his statement now shows
Upon receipt of the corrected statement, he can email us a copy at ***************** and we would be able to correct the payment applied
If any further questions, contact our *************************** at ************.
Thank You
***************************
St ****** University Health Network
Customer Answer
Date: 05/06/2024
I have not received any information to date from *******'s that this has been resolved. Thanks, ********************;
Customer Answer
Date: 05/10/2024
I have sent that proof twice to ********* University Health Network. I believe they are conducting this to multiple patients due to their incompetence..
I will provide that proof again. In addition, I will keep the banking complaint open, and will now file an insurance complaint against them as well.
Business Response
Date: 05/14/2024
Good Afternoon,
As I stated in my original response, the check copy supplied does show that it was made out for $200, however if you look at the top of the copy the bank only applied $100.00
If his bank did in fact deduct $200 from his checking account, we need a copy of the bank statement showing this
We have requested this proof of payment a few times, however to date have not received anything
Thanks
***************************
Customer Answer
Date: 05/20/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21519655

I am rejecting this response because:
************************* is not being truthful.
In fact, I have provided proof that my bank has deducted $200 to ************************* and ******************************* at *******'s University Health 3 separate times. First time was April 4th 2024. Second time was May 13th, 2024. Third time was May 20th, 2024.
My clients in the ************* complain that St ****** does this to them on balances - makes them jump through hoops to have their errors corrected.
I am next contacting the AG's office. I think they should be aware of how St ****** University Health conducts themselves.
I'm in the health insurance claims industry. Could you imagine what they would do to someone who does not know what they are doing?

Regards,

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

Customer Answer
Date: 05/20/2024
See attached proof.
Initial Complaint
Date:02/20/2024
Type:Billing 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 was taken to the ** on Dec 1 and stayed overnight till my mother picked me up early in the morning. During this time, I was kept on a rolling bed in the hallway and except for an EKG, nothing else was done. When I received the bill I noticed that my insurance was billed close to $4000 for EKG and overnight room. After the allowable amount through insurance, my bill came to about $165. Thats a lot for a college student, so I called to ask them if they can waive it and they didnt, even though I wasnt even kept in a room in ** but in the hallway. I told them I will take the matter to my insurance and while I was trying to find out if my insurance can do anything about an unreasonable price being charged, the hospital changed my bill to add a $24 of what I can only imagine be a late fee! This is not fair! The fact that I have to pay them $164 for almost nothing, is outrageous.
Business Response
Date: 02/28/2024
Good Afternoon
This patient was seen in our Emergency Room. She was brought in via EMS due to intoxication.
She was treated by an ER Physician and services were rendered.
Due to high volumes a room was not available, however treatment was provided.
Our records indicate the patient has paid her responsibility.
Thank You
*************************
Senior Manager, Patient Revenue Services
St ****** University Health Network
Initial Complaint
Date:02/14/2024
Type:Order 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 am writing to file a complaint with the Better Business Bureau regarding the St. ****'s Health Network. The issue at hand is the incorrect insurance information they have on file for me, despite previous attempts to rectify the situation. I have provided them with the correct insurance information, but they have failed to update their records accordingly. Additionally, I suspect that they may be violating HIPAA laws by sharing my personal information without my consent, and I have concerns about the accuracy and validity of a 1099C document that was filed on my behalf. I have requested resolution from St. ****'s Health Network, but their response has been unsatisfactory. I am seeking the BBB's assistance in resolving this matter and ensuring that my rights as a consumer are protected.
Business Response
Date: 02/23/2024
Good Afternoon,
I have reviewed the account for ******************************* and have confirmed that we do have the correct insurance listed on his account.
I am showing AmeriHealth Caritas as his current insurance coverage.
I also reviewed the notes on his account and cannot find an instance where he contacted our *************************** regarding this.
If there are any further questions, please feel free to reach out.
Thank You
***************************
Senior Manager, Patient Revenue Services
St ****** University Health Network
Customer Answer
Date: 03/07/2024
[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
Date:11/06/2023
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.
I changed family practices In 2022 and went from Allentown to center valley. Due to a doctor laughing and making fun of me at the st Lukes ***** building. I have been dealing with a this issue for 14 MONTHS with no resolution. I have united healthcare and the practice in center valley is in network. St Lukes instead of billing under the group so united healthcare will pay is billing under the doctors code instead. So they keep rejecting it and making it out of network. This is the only clinic I have this issue with. All other st Lukes are sending everything in the right way. I have called numerous times told them this. To the point where I was pretty much laughed at on the phone bc the lady wouldnt give me a word edgewise to talk. She was right I was wrong scenario. This has been going on so long that it has now gone to collections. And ** getting rather frustrated. I have always valued st Lukes and have gone to them forever. But this is on the verge of billing malpractice. I suffer from a disease and cant be stressed out. I really hope this solves the issue. Instead of someone fixing it its place blame on everyone else. The only one saying what is going on is united healthcare. They said what the issue is.
Business Response
Date: 12/11/2023
Good Morning,

I have had the account reviewed and all billing has been confirmed as accurate.

If the patient would like to contact us to discuss payment options we are available Monday - Friday 8AM-4:30PM or Saturday from 8AM-12PM at ************.
Thank You
***************************
Senior Manager, Patient Revenue Services
St ****** University Health Network
Customer Answer
Date: 12/12/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 20832851

I am rejecting this response because: no it isnt. I have always used your practices and have never had an issue with billing. Out of all your facilities this is the only one that is in network but is being billed out of network bc of coding. Over a year this is going on and they are going to collections bc of this. You guys and united health care need to figure this out. This is unacceptable at any rate. That doctor is in network. Yet the way its billed is out of network. None of this is my fault but I am the one suffering.

Regards,

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

Business Response
Date: 12/28/2023
Good Afternoon,
I again had our ***************** take a look at the accounts with open balances and was notified that the billing is accurate.
We contacted United HealthCare and were told that the coverage is actually under Nexus Open Access and the claims are administered by United Healthcare. St ****** University Health Network does not enroll with Nexus. According to our conversation with her insurance carrier the claims were processed correctly. We spoke with ****, the reference number for our call is D7444.
The patient should contact her insurance to be sure they are aware that she has also changed PCP's incase that would change something in their system.
When we ran eligibility for this patient in our system the response came back as Provider out of Network for Member - any further questions regarding these balances should be directed to her health insurance carrier
Thank you
***************************
Sr. Mgr, Patient Revenue Services
St ****** University Health Network
Customer Answer
Date: 12/29/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 20832851

I am rejecting this response because:
I am bc it is in network. This is directly off the united healthcare website. So once again someone is falsifying information and not getting stories correct.

Regards,

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

Business Response
Date: 02/01/2024
Good Afternoon,
As I stated in my previous response, the coverage this patient carries is not a plan we are participating with.
***** does participate with United HealthCare products, however the plan she has with them is called Nexus Open Access, and we are not participating providers under this plan.
She would need to contact her insurance carrier to appeal their decision. We confirmed with them directly that they are not par.
Our call reference number is D7444.
Billing for these services has been done correctly and there is no further action that can be taken on our end.
Thank You
*************************
*****
Initial Complaint
Date:01/26/2023
Type:Billing 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.
Attn: Billing Supervisor Re: Account Number ****** This year I began receiving repeated calls from your billing office. I had two bills that were set to go into collections, even though I had been paying $100.00 per month on my account. This was because I was not set up on a payment plan.With the first call, I explained all of this to the billing representative. I then received calls for the next two weeks just after 8:00 a.m., even on Saturday. I explained everything again. This time, the representative put a do not call notification on my account. The billing representative explained I would not receive any further calls, and that it would be 5 months until my account went into collections.Less than one month later, I received another call. They also said that this was an automated call system, and they had no way to look at any notes in my account beforehand. I again asked for no more calls. I also asked for a billing supervisor to call me, but no such call occurred.While I understand the importance in setting up a payment plan to avoid collections, I find it egregious that I kept receiving calls when making consistent payments of $100.00 per month and notifying billing three times of my situation.In addition, I understand that an automated system is not perfect. However, there needs to be an easier way to separate out those customers who you have spoken with who have similar circumstances as mine, such as waiting for billing to process through insurance.As part of your complaint procedure, I am expecting a call within 7 to 10 business days with a report of your findings and recommendations for process improvement. I will also be sending this letter to the Better Business Bureau as well as your governing bodies.If you have any questions or need additional information, please contact me. Otherwise, I await your response.Sincerely,************************* ************ *******************
Business Response
Date: 02/02/2023
Good Afternoon
I have reviewed the above mentioned account. At the present time there is no patient responsibility.
In the future should a balance exist and payment is unable to be made in full the only way to avoid calls regarding your balance would be to formally set your account up on an established monthly payment plan. You can do this either by logging into your MyChart account or contacting our Customer Service Department.
Our process is to make outbound calls to patients to assist with the resolution of outstanding balances.
If you request not to be contacted, a note is added to your account so further contacts are not made.
Sincerely
*************************
Senior Manager, Patient Revenue Services
St Luke's University Health Network

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St. Luke's University Health Network is NOT a BBB Accredited Business.