Business Profile

Hospital

Allegheny Health Network

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Complaints

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

Customer Complaints Summary

54 total complaints in the last 3 years.
17 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:02/22/2025
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.
Hospital was unable to complete cardio angiogram. Hospital refusing g to return co pay they required upfront. *** won't return my money until my insurance pays for a procedure I didn't have completed. My insurance says they're not paying them since it wasn't ************ main concern is I'm getting charged interest because this payments on a credit card. While they stole my money and they're collecting interest on my money.
Business Response
Date: 02/24/2025
February 24, 2025
Better Business Bureau
Complaint ID # ********
Dear BBB,
Thank you for the opportunity to respond to the concerns expressed by **** ******** ID # ******** that you shared in an email dated February 22, 2025, and received by the ************* ********************** on February 24, 2025. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that **** ******** has the following concerns related to his Services with Allegheny Health Network:
Mr. ******** made an upfront collections payment for his cardio angiogram services. The service was not able to be completed, therefore he is requesting a refund. Mr. ******** believes Allegheny Health Network is not returning his funds, his insurance carrier declines to make payment for the cancelled service and is afraid of the increasing interest on his credit card.
We would like to thank you for bringing **** ********* concerns to our attention, and for providing us with the opportunity to address them. **** ********* concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to Mr. ********* concerns, we have determined:
**** ******** placed a call to the ************* ********************** on February 5, *************************** the amount of $502.89 he made on January 13, 2025. Mr. ********* refund was initiated and accepted to the ********** ending in 4496 on January 22, 2025. Should Mr. ******** have any additional questions regarding the refunded amount, we encourage him to speak with his *******************
BBB, thank you again for sharing **** ********* concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Thank you,
******** Case
Revenue Cycle Supervisor
4 Allegheny Center, 10th Floor
********************
Phone **************
Fax **************
Customer Answer
Date: 02/24/2025
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.
(See attached.)

Regards,

**** *******

Business Response
Date: 02/25/2025
February 25, 2025
Better Business Bureau
Complaint ID # ********
Dear BBB,
Thank you for the opportunity to respond to the concerns expressed by **** ******* ID # ******** that you shared in an email dated February 22, 2025, and received by the ************* ********************** on February 24, 2025. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patients and/or their family members.
I understand that **** ******* has the following concerns related to his Services with Allegheny Health Network:
Mr. ******* made an upfront collections payment for his cardio angiogram services. The service was not able to be completed, therefore he is requesting a refund. Mr. ******* believes Allegheny Health Network is not returning his funds, his insurance carrier declines to make payment for the cancelled service and is afraid of the increasing interest on his credit card.
We would like to thank you for bringing **** ******** concerns to our attention, and for providing us with the opportunity to address them. **** ******** concerns were immediately shared with the appropriate leadership for investigation and follow-up. In response to Mr. ******** concerns, we have determined:
During a phone discussion between the ************** Office Supervisor and Mr. ******* on February 25, 2025, it was advised that the payment of $502.89 was disputed with the card company. Upon further investigation, it was identified that the card company provided the funds back to Allegheny Health Network. The Supervisor re-issued the refund to the source of payment on the same day. Mr. ******* was provided with the Supervisors direct line and advised if the funds are not returned in 7 days to place a return call.
BBB, thank you again for sharing **** ******** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Thank you,
******** Case
Revenue Cycle Supervisor
4 Allegheny Center, 10th Floor
********************
Phone **************
Fax **************
Initial Complaint
Date:02/15/2025
Type:Billing Issues
Status:
UnresolvedMore 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 being put into collections for charges i have not been billed yet. We call and they say we are not in collections. We pay way more that is minimum and they not know where the extra money went? i have been put in collections for $27.10, $10, & $10 and i paid my last bill off in full.
Business Response
Date: 02/28/2025
Date 2/26/2025
Better Business Bureau
Complaint ID #********

Dear BBB,

Thank you for the opportunity to respond to the concerns expressed by ***** ******* ID #********
that you shared in an email dated 2/17/25 and received by the ************* ********************** on 2/**/************************* places great importance on the resolution of concerns that are expressed by our patient and/or their family members.

I understand that Mr. ******* has the following concerns related to his payments with Allegheny Health
Network:

Patient states he was sent to collections when he had paid his balance in full, and the customer care ********************** advised he did not have any accounts in collections at this time.

We would like to thank you for bringing Mr. ******** concerns to our attention, and for providing us
with the opportunity to address them. Mr. ******** concerns were immediately shared with the
appropriate leadership for investigation and follow up. In response to Mr. ******* concerns, we have
determined:

After a review, it was determined Mr. ******** account was subject to collection action on 1/11/2025 due to lack of payment. Mr. ******* was sent 4 communications for each service date prior to his visits being sent to the collection agency. Mr. ******** partial payment was received on 1/22/25 and applied to a portion of his outstanding total balance.

BBB, thank you again for sharing Mr. ******** concerns. We will utilize the feedback you have
shared in our efforts to continually improve our services. I wish all the best for his good health and wellbeing.

Please let me know if you have any additional concerns or require additional information.

Sincerely,

***** M
Manager **************************
Customer Answer
Date: 02/28/2025
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.

Thank you for the opportunity to reply. I dont understand why and what charges were sent to collections. I am enclosing my statements from December 2024, January, and February 2025.The December and January show I made payment the months prior. It appears to me that AHN bills and separates their charges. Even though I made a payment they apparently did not apply it to the charges they put me into collections for. Can they do that? On 1/6/25, I mailed a payment with check number 2123 for $612.20. The February statement does not show I made a payment. Their bills are truly itemized and very vague. Where was that payment applied?Given, I did not want my credit to suffer, I paid the collection already. On February 26, *** called saying they can apply my payment to the collection payments? The return number that was given does not work.I am not sure what I can do now other keep making large payments and hopefully I will not wind up in collections.Thank you for your review of this matter

Regards,

***** *******
Initial Complaint
Date:02/02/2025
Type:Billing 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.
My complaint is AHN billing. You receive a bill with a Bill ID and make payments based on the line items on this Bill ID.I receive another bill with a different Bill ID that contains some of the same line items that I previously paid under the first Bill ID for services of January and February 2024. I called customer service to find out that they applied my payments to the oldest unpaid items. Although this cannot be true since the first bill was for the period of January and February 2024. Some of my payments were applied to dates in March and April 2024. I also learned that the Bill ID is ever changing and even though I paid the items under a certain Bill ID does not necessarily mean that is what I am paying for.I am almost certain that I have paid for speech therapy that we did not receive and physical therapy that I have requested since May 2024 that they submit to insurance.This kind of billing is incompetent and unheard of. It totally eliminates any accountability on ****** this time, I am caring for my terminally ill husband and do not have the time to argue with this group any longer. I will pay out of pocket until I reach my maximum and they can continue to threaten me with collections.Just an FYI, to date I have paid AHN in 2024 $6,450 under one insurance plan, January through February 2024 and $$5,566.10 under an insurance plan March through December 2024. I am send another payment of $1.508.29 this week.
Initial Complaint
Date:10/22/2024
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.
On their financial aid/hardship application, there is an entire section for monthly expenses in addition to income. I was told they do not consider expenses when making a decision. Having that on an application then disregarding it is a completely unreasonable and bad faith tactic. No other business or bank would operate like that. Theres no way you do an accurate financial assessment of anyone without all the necessary information, including income and expenses.
Business Response
Date: 11/01/2024
November 1, 2024
Better Business Bureau
Complaint ID #********
Dear BBB,
Thank you for the opportunity to respond to the concerns expressed by **** ****** ID # ******** that you shared in an email dated October 22, 2024 and received by the ************* ********************** on October *******. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that **** ****** has the following concerns related to his Services with Allegheny Health Network from Service in question:
Patient has concerns regarding monthly expenses being listed on the Financial Assistance Application related to approval for the program.
We would like to thank you for bringing **** ****** concerns to our attention, and for providing us with the opportunity to address them. **** ****** concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to **** ****** concerns, we have determined:
Approval for the Financial Assistance program is based on liquid assets, income level of 200% or below of the Federal Poverty Level guidelines, and Medical hardship per our policy.
Under expenses, patients are able to list out Medical expenses for hardship.
BBB, thank you again for sharing **** ****** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
The ************* Advocacy Department
Customer Answer
Date: 11/04/2024
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.

Thats not a response at all. It looks like something that is auto generated. But the questions were:

1. How is it acting in good faith when you intentionally put expenses on a form knowing that you dont consider them?

2. How do you conduct an accurate financial assessment of someones situation without expenses.

Regards,

**** ******
Business Response
Date: 11/19/2024
November 19, 2024
Better Business Bureau
Complaint ID #********
Dear BBB,
Thank you for the opportunity to respond to the concerns expressed by **** ****** ID # ******** that you shared in an email dated November 2, 2024 and received by the ************* ********************** on November ******. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.
I understand that **** ****** has the following concerns related to his Services with Allegheny Health Network from Service in question:
Patient has concerns regarding conducting an accurate financial assessment without expenses listed.
We would like to thank you for bringing **** ****** concerns to our attention, and for providing us with the opportunity to address them. **** ****** concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to **** ****** concerns, we have determined:
Approval for the Financial Assistance program is based on liquid assets, income level of 200% or below of the Federal Poverty Level guidelines, and Medical hardship per our policy. The policy is in compliance with applicable law and requirements of the Internal Revenue Code Section 501(r).
Under expenses, patients are able to list out medical bills for any consideration for hardship.
To make a complete determination of a patients approval for the program, patients are required to send in all requested documentation.
BBB, thank you again for sharing **** ****** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
The *********************************
Customer Answer
Date: 11/19/2024
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.

Again, this is not a response. This is an auto generated copy and pasted response.

Regards,

**** ******
Initial Complaint
Date:08/27/2024
Type:Billing 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.
Dates of service March 7 through the 10th 2024 for my son ******* ******. Ive called multiple times to review this bill with them. They keep billing the wrong insurance that Insurance keeps denying because my son was not covered. There is the correct insurance is on file they have the correct insurance on file for the same dates where they billed for the physician services which the insurance did pay for. Im getting billed $25,916. The insurance paid zero because they keep billing the wrong insurance, the insurance then adjusted the price $23,324.40 leaving me a balance of $2591.60 which again I should not be billed yet because they keep billing the wrong insurance. Ive called multiple times spoke with multiple different people. They keep getting it sent back to the wrong insurance and Which again they have the correct insurance on file for the same dates of service March 7 through the 10th for the physicians the insurance did pay. at this point I no longer want to be sent these bills. I want the hospital provider to take care of this. These bills will not be paid by me as theyre not being billed correctly as they are not billing the correct insurance. please have someone review this and stop billing me and harassing me.
Initial Complaint
Date:08/06/2024
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.
Allegheny Health Network keeps sending me threatening e-mail saying they they are going to turn me into collections.
1. I am not even back to work yet after my surgery.
2. I have contacted them to explain this.
3. I have contacted them to defer the payments.
4. Most important I am gathering information for them as I am applying For financial assistance with their Financial Advocacy Department. ***** **** ***** ************
Business Response
Date: 08/19/2024
Date 08/15/2024
Better Business
Bureau
********* ** * ********

Dear Better Business
Bureau

Thank you for the
opportunity to respond to the concerns expressed by ******* * **** **** ** * ******** that you shared in an email dated 08/05/2024 and received by the Customer Care
Center on 08/06/2024. Allegheny Health Network places great importance on the
resolution of concerns that are expressed by our patient and/or their family
members.

I understand that ******* * **** has the following concerns related to his Services with Allegheny Health
Network from 05/02/2024:

*** ******* * **** had a procedure on 5/2/2024 and is currently not working. He called Allegheny Health Network to have his account placed on hold. *** ******* * **** was made aware we are unable to place his account on hold. The representative suggested a payment plan or financial assistance.

We would like to
thank you for bringing ******* * **** *oncerns to our attention, and for
providing us with the opportunity to address them. ******* * **** concerns were
immediately shared with the appropriate leadership for investigation and follow
up. In response to ******* * **** concerns, we have determined:

After a very thorough review it has been determined that *** **** has applied for financial assistance. The Financial Counselors have requested additional information to complete the application and the documentation is currently pending. The Financial Counselor has placed *** ****’s account on hold pending his documentation.
Better Business
Bureau, thank you again for sharing ******* * **** concerns. We will utilize
the feedback you have shared in our efforts to continually improve our
services. I wish all the best for his good health and well-being.
Please let me know
if you have any additional concerns or require additional information.

Sincerely,

Allegheny Health
Network
Customer Answer
Date: 08/19/2024
[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:08/06/2024
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 Thursday April 25, 2024 I had an office visit done by AHN Neurology on Myrtle Street in Erie, PA. I paid my $40 copay in cash as always and then received a bill shortly after. They claim they never received my payment. I asked the office manager Kyle to review the security cameras as they either applied my copay to the wrong account or the receptionist took the cash. The manager stated they couldn’t see anything from their security cameras. They have left this issue unresolved. I have contacted billing numerous times as well as the office between May- August 2024.
Business Response
Date: 08/20/2024
8/7/2024
Better Business Bureau
********* *** ********
Dear Better
Business Bureau,

Thank you
for the opportunity to respond to the concerns expressed by ****** ******* that
you shared in an email August 4th, 2024 and received by the Customer
Care Center on August 6th, 2024. Allegheny Health Network places
great importance on the resolution of concerns that are expressed by our
patient and/or their family members.
I understand
that ****** ******* has the following concerns with Allegheny Health Network:

*** ******* states that she made a $40.00 copayment up front in cash for services at Allegheny Health Network Neurology on the date of service 4/9/2024. She declined a receipt of payment.
*** ******* is upset because Allegheny Health Network is not showing a record of her $40.00 payment. *** ******* has repeatedly received a bill for this outstanding balance.

We would
like to thank you for bringing *** ********* concerns to our attention, and for
providing us with the opportunity to address them. *** ********* concerns were
immediately shared with the appropriate leadership for investigation and follow
up. In response to *** ********* concerns, we have determined:
Security footage was reviewed by office management on the date of service 4/9/2024 to see if *** ********* payment was captured. However, *** ********* back was turned to the camera and the transaction was unclear. Allegheny Health Network does not have record nor receipt of her $40.00 payment.

The Customer Care Center sent her a MyChart message with the findings as *** ******* did not respond via phone call, and does not have an active voicemail.
Thank you
again for sharing ****** *******’s concerns. We will utilize the feedback you
have shared in our efforts to continually improve our services. I wish all the
best for his good health and well-being.
Please let
me know if you have any additional concerns or require additional information.

Sincerely,
Ahn
Initial Complaint
Date:07/16/2024
Type:Service or Repair 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 December 8, 2023 I received hearing aids (1 hearing aid for each ear). I was told at the time of the appointment that my insurance would only cover 1 hearing aid and that I had to pay $3202.75 out of my pocket for the 2nd hearing aid so I gave a credit card payment to Allegheny Health Network (***) Otolaryngology at the *** Wellness Center in *******, **. In March 2024, I was advised by my insurance provider, Quantum Health, that *** submitted the insurance claim for 2 hearing aids and Quantum Health paid *** for 2 hearing aids and that I was due a refund by *** for 1 hearing aid. Since March I have talked with ************** department on multiple occasions only to be told the initial claim filed in December 2023 was rejected by Quantum Health due to a coding issue, so *** filed a 2nd claim which was also rejected by Quantum Health because I was told by *** that Quantum Health had no record of me on file. Then in April 2024, ************** department said a 3rd claim was filed with Quantum Health and they were awaiting processing and that I needed to wait until the end of May to see if Quantum ***** would accept the 3rd claim attempt. On May 31, my husbands employer (whom our Quantum Health insurance is thru) got involved and was advised by Quantum Health that *** was in fact paid for 2 hearing aids and therefore *** owes me a reimbursement of $1,557.54 as confirmed on July 10 thru email correspondence (attached) between my husbands employer and Quantum Health.Since July 10, 2024, Quantum Health has made numerous phone calls to *** billing and has not received any response.
Initial Complaint
Date:07/01/2024
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 had a video (telehealth) conference with a provider on 3/30/24. This was a video visit only, I never visited an office or other location. I later received a bill from AHN charging me for an "Office/facility visit" ***** ******. I called AHN and they assured me it was billed correctly. I then called my health insurance, and they told me it was billed/coded incorrectly, as there is a billing code specifically for video/telehealth visit only. My insurance told me that AHN would review it. Months go by and AHN continues to send me bill through mail and email, threatening collections if I don't pay this incorrect bill. I call AHN again to find any progress and to ask to stop sending threatening mail while they review. They refused to stop sending mail and told me I don't need to worry since it's still under review. I called my insurance again, and they contacted AHN billing again. AHN said initial billing code is correct because it's the same that they use for video/telehealth (even though my insurance says otherwise). This does not make any sense. How is it the same price to go into an office to see a provider, as having a video visit with one? How can you confidently bill me incorrectly for service which I did not receive? Nowhere on my bill does it mention anything about video/telehealth visit.

In short, AHN sent me an incorrect bill. AHN acknowledged that my visit was only video/telehealth, with no office/facility visit, yet they are saying the charge for visiting an office/facility is correct, and threatened me with collections if I didn't pay their incorrect and now fraudulent bill.
Business Response
Date: 07/22/2024
July 22nd, 2024

Ref: ******* ****** ******* *** **************** *******
Dear BBB,

Thank you for the opportunity to respond to the concerns expressed by ****** ****** ******** *** *
*************** ******* that you shared in an email dated 07/01/2024 and received by the Customer
Care Center on 07/01/2024. Allegheny Health Network places great importance on the resolution of
concerns that are expressed by our patient and/or their family members.
I understand that ****** ****** has the following concerns related to his services with Allegheny
Health Network from 03/30/2024:

*** ****** is upset that he has received billing for an office visit when he should be billed for a
video visit.
BBB, on behalf of Allegheny Health Network, we would like to thank you for bringing ****** ********
concerns to our attention, and for providing us with the opportunity to address them. ****** ********
concerns were immediately shared with the appropriate leadership for investigation and follow up. In
response to *** ******** concerns, we have determined:

*** ****** did present for a video visit. The telecommunication modifier indicating that the visit
was conducted via two-way video conferencing was missing from the original claim submitted. A
corrected claim has been submitted to *** ******** insurance and Allegheny Health Network is
awaiting their processing.
BBB, thank you again for sharing ****** ******** concerns. We will utilize the feedback you have
shared in our efforts to continually improve our services. I wish all the best for his good health and well-
being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,

Emily M*********
Revenue Cycle Supervisor, Customer Care Center
Customer Answer
Date: 07/22/2024
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.

I already paid the incorrect bill (receipt attached) because they kept threatening to send to collections and would not stop when asked. I would expect them to refund my payment for their incorrect billing.

Regards,

****** ******
Business Response
Date: 08/07/2024
July 22nd, 2024

**** ******* ****** ******* *** **************** *******
Dear BBB,

Thank you for the opportunity to respond to the concerns expressed by ****** ****** ******** *** **************** ******* that you shared in an email dated 07/01/2024 and received by the Customer Care Center on 07/01/2024. Allegheny Health Network places great importance on the resolution of concerns that are expressed by our patient and/or their family members.

I understand that ****** ****** has the following concerns related to his services with Allegheny Health Network from 03/30/2024:
*** ****** is upset that he has paid for services and not received a refund after resubmission to his insurance.

BBB, on behalf of Allegheny Health Network, we would like to thank you for bringing ****** ******** concerns to our attention, and for providing us with the opportunity to address them. ****** ******** concerns were immediately shared with the appropriate leadership for investigation and follow up. In response to *** ******** concerns, we have determined:
After resubmission of the claim with corrections *** ****** wished to be placed, the insurance has denied. A phone call was placed to the payer who advised that the latest denial reason was due to the claim already having been processed properly. They state that the patient is responsible for the balance due to the annual deductible not having been met. Once deductible is met, they will begin paying claims.
*** ****** should discuss these benefit specifics with his insurance provider. We are unable to advise beyond information that is provided to Allegheny Health Network from his insurance plan.

BBB, thank you again for sharing ****** ******** concerns. We will utilize the feedback you have shared in our efforts to continually improve our services. I wish all the best for his good health and well-being.

Please let me know if you have any additional concerns or require additional information.
Sincerely,

Emily M*********
Revenue Cycle Supervisor, Customer Care
Initial Complaint
Date:06/25/2024
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.
My husband was diagnosed with cancer on 4/12/24. We have an AFLAC cancer policy and I have been attempting to obtain a **** form or a complete itemized copy of the final billing statement from 4/12/24 through 6/17/24 which is the date he passed away. AFLAC will not pay the claim without this and the money is needed to help with costs. I have been in contact with the billing department since May and continue to get the run around and have never received the documents. My last call was yesterday (6/24/24) and now I'm being told this cannot be processe without a document that I am the executor of the estate. I insisted to speak with a supervisor. Apparently ******* was too busy to take my call and I was advised she would call me back. This was at 11:30 AM. No call back. I need to speak with someone who has the authority to help me.
Business Response
Date: 07/22/2024
7/8/2024
Better Business Bureau
********* ** *********
Thank you for the opportunity to respond to the concerns expressed by ***** ******* ** ********* that
you shared in an email dated 6/25/2024 and received by the Customer Care Center on 7/5/2024.
Allegheny Health Network places great importance on the resolution of concerns that are expressed by
our patient and/or their family members.
I understand that **** ******* has the following concerns related to her spouses’ services with Allegheny
Health Network from 4/12/2024 to present:
**** ******* has requested **** forms and itemized statements for multiple dates of service
that she has not received to date.
We would like to thank you for bringing ***** ********* concerns to our attention, and for providing us
with the opportunity to address them. **** ********* concerns were immediately shared with the
appropriate leadership for investigation and follow up. In response to **** ********* concerns, we have
determined:
After a thorough review, it was determined that all available documents requested by ****
******* were emailed to the email address on file upon request.
During additional calls from *** ******** it was also determined an incorrect email address was
listed for the patient. The email address was correct, requested documents sent to the correct
email on file and confirmed as received from *** ********

********* ****, thank you again for sharing ***** ********* concerns. We will utilize the feedback you
have shared in our efforts to continually improve our services. I wish all the best for her good health and
well-being.
Please let me know if you have any additional concerns or require additional information.
Sincerely,
Emily M*********

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