Business Profile

Health and Wellness

Conemaugh Health System

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

8 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/12/2025
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 was bitten by a dog at the beginning of August, 2024 and received a series of 4 rabies injections that were identical according to the ** staff there. My UPMC medical insurance paid for the first, second and fourth shots but not the third. I contacted my insurer to find out why that one was not paid and they contacted the hospital billing customer support staff on two separate occasions to explain that they had coded the third billing incorrectly and told them how to correct the coding. I listened in on these phone calls advising the hospital that **** wanted to pay this bill and the hospital only needed to correct the coding. Hospital keeps billing me despite my and ****'s efforts to correct a simple error.
Business Response
Date: 05/01/2025
This letter is in response to customer concern reference # ********.
To resolve this concern Conemaugh Health Systems *************************** R1, investigated this concern. An R1 representative contacted this customer directly to discuss the concern and to assist in resolving this issue. The R1 representative was able to make the appropriate corrections to the account and the balance is resolved. He contacted the vendor team to pull back anything in collections.
We sincerely apologize for any frustration this delay has caused this customer. We appreciate being given the opportunity to investigate and correct this matter on our end. Our R1 Operations Manager is working on improvements to their process to avoid a reoccurrence of this type of delay.
Initial Complaint
Date:11/08/2024
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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ******
Business Response
Date: 11/12/2024
November 12,2024

***************************
Better Business Bureau
****************************
*****************

********************************,

This letter is in response to the customer concern with REF: #********.

Thank you for contacting our organization and for giving us the opportunity to address the situation.
Conemaugh Health Systems ********************************* R1, and patient billing office, ************************* (***), have undertaken a thorough review of this situation and of the customers accounts.

The customer shared concerns related to their account balances and payment plans.Upon review, *** reports the patient has three outstanding account balances. Payment plans were previously established for the customers two of the three accounts. *** has attempted to contact the customer previously regarding the consolidation of all accounts onto one plan; but have been unsuccessful in making this connection with the customer. We encourage the customer to contact *** directly to discuss the specific accounts, CMC can be reached at **************.

In order for an account to remain in good standing for payment plan eligibility,payment guidelines have been established including consistent and minimum amount per month payment made by the customer. If a customer incurs additional balances after a payment plan is established on a current balance, CMC is not permitted to add the newer balances to the existing pay plan without the customers consent or without renegotiation of the payment plan terms based on the new total balance owed. If the customers accounts payment plans default, and if the customer has not agreed to add a payment plan for the second and third account; these accounts remain active for collection calls and letter notifications.

In follow up, the customer has been placed on a Do not call list by ***. This action will prevent the customer from receiving outbound dials by *** and the customer will remain on the Do not call list until the customer updates CMC to be removed. Additionally, *** will be mailing itemized statements for each of the accounts for the customers review.

We sincerely apologize for any frustration this must have caused to the customer.

Best regards,
Market ECO/FPO
Conemaugh Health System
************
Initial Complaint
Date:10/24/2024
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.
D 22470474
External
Inbox

******* ***** <**************************>
11:02 AM (0 minutes ago)
to me

I would like to add additional information to my claim. I received a phone call and message from an **** with customer service, wanting to confirm that I have received my UB-04 form. I have not received this form so I attempted to call her back. The number she provided ************** does not work so Im unable to return her call to confirm I still need the form. I attempted to find alternative ways to contact her so I called the number back that called me about my outstanding balance (the one in question) and requested the number for customer service so I could reach ****. That number *************) also does not work. I did a ****** search for customer service and found a third number to try *************) also was not working. Im at a loss for what to do. I have made every attempt to get this form that I can think of, and so has AG Administrators.s told theyve done all they could and cannot help me anymore. I keep receiving bills and Im not paying something that is the responsibility of an insurance company that could easily be paid if they just provided me the form I need that takes no longer than a few minutes to produce.
Business Response
Date: 11/01/2024
November 1, 2024

***************************
Better Business Bureau
****************************
******************

********************************,

This letter is in response to the customer concern with REF: #********.
In order to assist in resolution of the customers concerns ********************* ********************************,R1, conducted reviews of the customers accounts. We want to express our sincere apologies for the frustration and inconvenience this must have caused. Thank you for providing the opportunity to address and rectify the situation, as it allows us to enhance our services for our customers.
After review of the customers concerns, we recognize miscommunication and misunderstanding as to the specific documents requests occurred between our customer and Customer Relations during the customers calls. This prevented the swift resolution of the request. As a result of this investigation, opportunities to help improve customersexperiences in the future have been identified.
On October *******, a Customer Relations representative contacted the customer directly to follow up with their shared concerns. During this conversation, the customers address and email were confirmed for delivery of the requested documents. The documents were resent to the customer via both secure email and *****************. The representative provided an approximate timeframe in which the documents should be received, advised regarding the method delivery via encrypted email, and informed the customer should they not receive to please contact the Customer Relations number provided to ensure receipt.
Thank you for bringing this to our organizations attention. Please contact me at if there are any questions.

Sincerely,

Market ECO/FPO
Conemaugh Health System
************
Customer Answer
Date: 11/05/2024
[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.

I feel it is important to add that I received the documentation almost immediately after making this complaint. Although that is great, it just further proves how simple this process shouldve been during my various requests throughout this past year. It shouldnt take filing a complaint to get a requested document. However, I do have the requested documents now so my issue is resolved.
Regards,

******* *****
Customer Answer
Date: 04/23/2025
It should be noted that this is my SECOND complaint for the exact same issue that was marked as RESOLVED yet was not resolved. My son was injured during a school sports event. All OOP bills were to be covered by the school's secondary insurance. This hospital has been refusing to send the required itemized bills to the insurance or me for 18 months now. They won't let you talk to the person who actually can send them out, they just state they will "put in a request" and then the itemized bill never comes. The insurance has made numerous attempts, as have I since October 2023 with no resolution on this final outstanding bill. A few months ago (I believe Jan) I filed a complaint due to this issue and almost IMMEDIATELY I got a call to correct this. I received an itemized bill with the date of 10/26/2023 and I submitted to insurance, thinking that everything was finally resolved. If you see the attachments, you'll see the provided itemized bill does NOT match the *** amount and therefore, the bill was not paid by the secondary insurance. For clarification, the amount due is the first charge on the *** of ********* charged and ******* due which the itemized bill clearly does not add up anywhere near the *********. When I first received the itemized bill and submitted to the insurance I asked Conemaugh to give me some time to have them pay. They agreed to give me a few months and "froze' the account. I received a call and spoke with them on 4/8 and they notified me they were unfreezing the account because it was not paid. I reached out to the insurance to see if I could pay out-of-pocket and then get reimbursed on my own after dealing with Conemaugh Billing AGAIN and I waited for the bill to come to pay it off. No bill came. Today I received a collection bill for the amount (dated for 8 days after that phone call). No one stated I had 8 days to pay. No one said I wouldn't get a bill. I don't even still have a bill from months ago. And I STILL need an 18 month old UB04!
Business Response
Date: 04/29/2025
Please see the April 29, 2025

******** ******
Better Business Bureau
****************************
******************

Dear ******** ******,
This letter is in response to customer concern reference #********.
To resolve this concern Conemaugh Health Systems *************************** R1, investigated this concern. On April 24, 2025, an R1 representative contacted this customer directly to discuss the concern and to assist in getting her the documents needed. The R1 representative was able to meet her needs and have the appropriate corrections made to the account and documents delivered. We confirmed the customers email and delivered the documents as requested. On April 28, 2025, the customer confirmed receipt.
We sincerely apologize for any frustration this delay has caused this customer. We appreciate being given the opportunity to investigate and correct this matter on our end.
Sincerely,

******** *. Cicon
Market ECO/FPO
Conemaugh Health System
************ letter. We apologize for the delay this customer experienced. We appreciate the opportunity to address this concern.
Customer Answer
Date: 04/30/2025
[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.

Again, I need to stress that the individual who assisted me was phenomenal (****), however, the billing ***** in general, is appalling in quality, To take 18 months to receive documentation is absurd. Then it was confirmed that I didnt even owe the amount anyway (that was sent to collections). There needs to be a MAJOR overhaul there because I shouldnt have to submit a complaint to BBB just to speak to someone who is competent in their job and compassionate towards customers.
Initial Complaint
Date:10/15/2024
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.
On 4/22/24, I went to Conemaugh East Hills for standard bloodwork. I was billed $50 hospital copay plus a $50 physician copay. I have regularly had bloodwork done at this location and had never been billed a physician copay. When I paid another bill by phone, Conemaugh applied the payment to the 4/22 physician copay without my knowledge or consent. I have had numerous phone calls with Conemaugh **************** Conemaugh ***************** and my ********************** insurance since early July 2024 to determine why I was billed this physician copay. I have not been provided an answer, however, my appeals to have the copay refunded have been denied without explanation.
Business Response
Date: 10/24/2024
October 24, 2024

***************************
Better Business Bureau
****************************
******************

********************************,

This letter is in response to the customer concern with REF: # ********.

Thank you for contacting our organization with this concern. Conemaugh Health Systems Revenue Cycle Management Company, R1, and Conemaugh Physician Group (CPG) Billing representatives have performed a review of the customers concerns and accounts.

Upon review, it has been determined for the date of service for April 22, 2024, the customers ********************** account # ********* and CPG account# *********** were both billed and coded correctly.

The customer presented for blood work ordered by their physician on the date of service. One particular testing included an order that required additional reading by a pathologist if the test result is positive. The customers initial screen was positive, therefore reflex testing was performed as ordered. When an antibody is initially identified, a review by a pathologist is performed as part of the evaluation. As a result, both a facility charge for the technical processing of the labs portion and a physician charge for the pathologist examination portion are billed, creating two accounts as directed by the insurance provider copay/deductible/or coinsurance structure.

Both accounts have a zero balance. The customer made a payment to account# *********** through ******* online on June 4, 2024, in the amount of $50.00 for the physician charge, and a credit card payment to the facility for account# ********* in the amount of $50.00 on May 22, 2024, for the facility charge.

A **************** representative from both R1 and CPG Billing contacted the customer on October 21, 2024, to discuss their concerns and share the above information. The customer did share they are in the process of following up with their insurance provider to file an appeal.

In order to assist the customer with gaining a more detailed understanding of their care and to answer any continued questions they may have related to their treatment plan or orders; we encourage the customer to discuss these directly with the ordering healthcare provider. Additionally, the customer may contact their insurance provider for explanation of their plan copay/deductible or coinsurance structure.

We sincerely apologize for any frustration this must have caused to the customer. Thank you for giving us the opportunity to address the situation. Our goal is to not only rectify errors but to learn from them, thereby improving our systems and the quality of care we provide.

Sincerely,

Market ECO/FPO
Conemaugh Health System
************
Initial Complaint
Date:08/27/2024
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.
[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,

********** ***********
Business Response
Date: 09/05/2024
September
5, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15160

This
letter is in response to the customer concern with **** * *********
Conemaugh
Health System (CHS) takes all complaints very seriously. Conemaugh Health
Systems Revenue Cycle Management Company, R1, and Conemaugh Leadership have
undertaken a thorough review of this situation and of the customer’s accounts. In addition to our response to the
complaint, we want to
express our sincere apologies for the frustration and inconvenience this must
have caused. At Conemaugh Health System, satisfaction and trust in our services
are paramount. We are genuinely thankful for the opportunity to address and
rectify the situation, as it allows us to enhance our services for all our customers.

Upon
review, it was found that an entry processing oversight occurred when the customer
presented for laboratory services. The original blood work order was not captured
in the electronic medical record system causing the customer’s need to return
to the facility for the necessary services to be performed.
Additionally,
the customer contacted R1 on multiple occasions to discuss the concerns related
to the customer’s account balances. We recognize there was a lapse in
communication during the process of addressing the patient’s concerns related
to the billing accounts, particularly with the transfer of information between
departments at R1. This prevented the swift resolution of the concern.
After consideration of the request, a one-time account
adjustment for the copayment ***************** *or date of service May 6, 2024,
has been granted in the amount of $50.00. This customer will not be responsible
for the copayment amount. On September 4, 2024, R1 Customer
Relations representative contacted the customer in order to communicate this
information. Reportedly, the customer expressed satisfaction with this follow
up and had no further concerns.
This
investigation has assisted R1 in identifying opportunities to help improve
customers’ experiences in the future, re-education along with root cause
identification of the process breakdowns and communication concerns that
occurred are planned. Our
goal is to not only rectify errors but to learn from them, thereby improving
our systems and the quality of care we provide.
Thank you for
bringing this to our organization’s attention.

Sincerely,
Market ECO/FPO
Conemaugh Health System
814-410-8421
Initial Complaint
Date:03/07/2024
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 had lab work done on 5/23/23 and when I received a bill for this the following month, I immediately paid it and put the account number in the check memo as I always do. I kept receiving invoices for it saying that I never paid it, so then I sent them a copy of the CASHED check that they cashed on 7/24/23. So where did it go? I called them monthly, sent copies of the check they cashed from my bank showing they endorsed it on the back- through email and with some of the invoices. They are still saying it's not paid. How is that even possible? Now, even though I've paid it right away, proved it over and over, they turned it over to collections. So I sent them the same cashed check. Why am I paying for THEIR mistake? And how many times do they do this to people and have them pay over and over? We already pay multiple times by paying a building fee AND a physician fee AND a copay. I'm not also paying twice for the same bill.
Business Response
Date: 03/18/2024
March 18, 2024
********* ****
Better
Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15160
************************

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

This letter is in response to
the customer complaint with **** * *********
In order to assist in
resolution of the customer’s concerns Conemaugh Health Systems Revenue Cycle
Management Company, R1, conducted reviews of the customer’s account. In
addition to our response to the initial complaint, we want to express our sincere apologies for the frustration
and inconvenience this must have caused. At Conemaugh Health System, satisfaction
and trust in our services are paramount. We are genuinely thankful for the
opportunity to address and rectify the situation, as it allows us to enhance
our services for you and all our patients.
Upon review, it was found due
to a payment processing issue the original payment the customer made to this
account was inadvertently not applied in July 2023. Despite the
patient's efforts to provide proof of payment, there were challenges with the
clarity of the documentation submitted, leading to a need for further
clarification.
We recognize that there
was a lapse in communication during the process, particularly with the transfer
of information between departments at R1. This misstep prevented the swift
resolution of the concern. Upon identifying this oversight, we took immediate
action to ensure payment was properly applied to the patient’s account through
a manual adjustment.

On March 15 & 18, 2024, R1 Customer Relations representative
attempted to reach the customer in order to communicate this information but
have been unable to connect with the customer. The Representative provided our
direct contact number for the patient to reach us at their convenience, as we
are eager to discuss this matter further and provide any additional support they
may need. Additional to this
investigation, to assist R1 in identifying opportunities to help improve
customers’ experiences in the future, re-education along with root cause identification
of the process breakdowns and communication concerns that occurred are planned. Our goal is to not only
rectify errors but to learn from them, thereby improving our systems and the
quality of care we provide.
Thank you for
bringing this to our organization’s attention. It is through feedback that
allows us to continue to improve and fulfill our commitment to providing
quality care and service to our patients and community. Please contact me at ************ ** ********************** if there are any questions.

Sincerely,
Market ECO/FPO
Conemaugh Health System
Initial Complaint
Date:04/01/2023
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.
hospital sucks having really sick people thrown out here in chairs and them taking blood in lobby its unsafe for everyone in waiting room. they putting people in rooms that arent even cleaned like this place is redicolious period
Business Response
Date: 05/23/2023
May 12, 2023
********* ****
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106

This letter is in response to the customer complaint with R*** * *********
Thank you for bringing these concerns to our organization’s attention. As an organization, we at
Conemaugh Health System are working diligently through opportunities identified to make
improvements for our patients’ and visitors’ experiences related to care provided, environmental
conditions, and time spent within the organization. Patient, visitor, and employee safety is
continuously at our organization’s forefront.
We sincerely apologize for the customer’s experience. Please contact me at ************ **
********************** if there are any questions.
Sincerely,
Market ECO/FPO
Conemaugh Health System
Initial Complaint
Date:03/28/2023
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.
May 9th 2022 I called conemaugh to pay 3 bills totaling $250 . Spoke to Karen and gave her my flex spend account to process payment in full. No word on this until june 15th 2022 and told me that Karen didn't process payment. I told them the account is closed and i cannot get my$250 back. I have four pages of notes of people i explained to and every time a supervisor is to call me back and that doesn't happen. They sent me to one dept collection ***** ********.i explained to them and they sent back to conemaugh. No response again from conemaugh. Now i received another dept collector. Called Conemaugh again and asked for supervisor. Same message, no payment made. Explained everything again and they are sorry but need to pay. I told them i paid the three bills and they said they are sorry Karen didn't process. I would have no issues if Karen or someone would have called me back before May 31 2022 but no one called me back and no statement received. I lost$250 because they didn't process the payment and i cannot get my money back from this flex spend account.
Business Response
Date: 05/23/2023
This letter is in response to the customer complaint with REF: ************
In order to assist in resolution of the customer’s concerns, both Conemaugh Health Systems (CHS)
Revenue Cycle Management Company, R1, and Conemaugh Physician Group (CPG) Billing conducted
reviews of the customer’s outstanding balance accounts.

Upon review, the customer contacted the Conemaugh Physician Group billing office on May 9, 2022.
During this conversation the customer provided their payment information in order to pay the remaining
balance for their accounts totaling $250.00. After this call was concluded, the CPG representative
recognized the outstanding balance accounts were not CPG accounts, but for Conemaugh Health System
facility. The payment information given by the customer was not processed and was properly disposed of
by the CPG Billing representative. An attempt was made by CPG billing to contact the customer in follow
up to explain. Unfortunately CPG Billing was unable to connect with the customer to relay this
information. Balances remained for the Conemaugh Health System facility billing accounts in the total
amount of $250.00.

In order to help bring resolution to the customer’s concerns, the three account balances in question for
Conemaugh Health System billing have been adjusted to a zero balance. The patient is not responsible for
payment to these accounts. The customer was notified of this information on May 3, 2023 and had no
further questions or concerns. Please be assured this issue has been addressed internally with the
employees of CPG Billing following our internal process in order to help prevent this type of situation
from occurring in the future.
Thank you for bringing this to our organization’s attention. We sincerely apologize for the customer’s
experience. Please contact me at ************ ** ********************** if there are any questions.
Sincerely,
Market ECO/FPO
Conemaugh Health System

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