Complaints

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

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• 

  Allegheny Health Network

  120 Fifth Avenue, Suite 2900 Pittsburgh, PA 15222

• 

  Allegheny Health Network

  320 East North Dr Pittsburgh, PA 15212

• 

  Allegheny Health Network

  1301 Carlisle Street Natrona Heights, PA 15065

• 

  Allegheny Health Network

  P.O. Box 645266 Pittsburgh, PA 15264

• 

  Allegheny Health Network

  404 Ford St Ford City, PA 16226

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:11/23/2022

  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.

  Went to allegheny Health net work on August 18 for a ********** ******** ********* , I received my bill from Allegheny health network that stated immunization and the charges The first week of September, I have been trying to get an itemized bill from them for more than two months now and the only thing they will send me is a one line statement that states ** ************ *********, All I want from them is an itemized bill for the charges and they refuse to send it to me. It was my understanding that the injection itself was paid for by the government until October 22, 2022 so I asked for an Itemized bill to see exactly what I was being charged for, attached is what they are telling me is an itemized bill.

  Business Response

  Date: 11/23/2022

  11/23/2022
  Better Business Bureau
  Complaint ID# ********
  **** **********
  Thank you
  for the opportunity to respond to the concerns expressed by ****** ***** that
  you shared in an email November 23, 2022 and received by the Customer Care
  Center on November 23, 2022. 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 he requested an itemized statement for his services on 8/18/2022 several times over the past two months and never received the requested documents. He stated that when he did finally receive his itemized statement it only contained one charge. The patient does not feel that this is sufficient documentation for an itemized statement. The patient also stated that he was under the impression that the services he received were covered by the government through 10/22/2022.
  
  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:
  *** ******* Insurance was billed for the services rendered on 8/18/2022, and the balance of $928.53 was applied to his plan deductible.
  The itemized statement had been sent to the patient, but the email address he had on file did not match what was provided by the patient. This has been corrected in our system, and the patient did receive the itemized statement after his call on 11/15/2022.
  The itemized statement that was provided to the patient is the only detailed breakdown of the charge that we can provide. If the patient would like additional documentation, such as a copy of the claim form that was submitted to the insurance, we would be happy to provide that to him.
  *********,
  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.

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

  Sincerely,
  Samantha C***
  Revenue
  Cycle Supervisor, Customer Care Center
  Customer
  Service
  ***** *************
  *** ***** ********

  Customer Answer

  Date: 11/29/2022

  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.]
  Once again Alleghany Health Network is dodging the request I have been making for more than two months now, I have submitted to you the one line statement that this company claims is an Itemized bill, an Itemized bill should have a breakdown of charges that add up to the total amount, if they are claiming that I'm only being charged for the ********** ********* as stated on their so called Itemized bill then I should not have received a bill at all because it was covered by the Government at the time of service.
  
  Regards,
  
  
  ****** *****

• Initial Complaint

  Date:11/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from AHN for a service that was provided to my wife on 7/27/2022. She uses her own insurance as primary and mine is her secondary. I keep receiving this bill every two weeks stating it’s over due. I have contacted my insurance to ensure that the bill was paid, they have forwarded me the EOB and the information when the bill was paid. I have gave all this information to AHN. When I called AHN about this bill they stated “this bill was a duplicate *** ******, no fault of yours, but it is taken care of now” and for some reason they keep sending me this same bill. I’ve contacted them numerous times to try to resolve the issue but it has been met with no results. I have never been late on a bill and have always paid my bills, but now they are stating if I do not pay this bill it will be sent to collections, which will impact my credit score negatively. In which I have worked very hard through my life to get my credit score over a 800. Ple*** help me resolve this issue on a bill that has already been paid by my insurance. If needed I can forward previous emails corresponding between myself and AHN, showing where they stated it has been taken care of. As well as the Explanation of benefits from my insurance company showing where this bill has been paid.
  
  Thank you,
  **** ****** ***** ********

  Business Response

  Date: 11/23/2022

  11/21/2022
  Better Business Bureau
  ********* *** ********
  **** **********
  Thank you
  for the opportunity to respond to the concerns expressed by **** ****** that
  you shared in an email November 19, 2022 and received by the Customer Care
  Center on November 19, 2022. 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:
  *** ****** is concerned that his wife is being improperly billed a balance the insurance stated they have paid and fears this billing will impact his wife’s credit score.
  
  We would
  like to thank you for bringing *** ******’s concerns to our attention, and for
  providing us with the opportunity to address them. *** ******’s concerns were
  immediately shared with the appropriate leadership for investigation and follow
  up. In response to *** ******’s concerns, we have determined:
  **** ******** primary Insurance was billed for services rendered and they have denied as they feel she has another insurance that should be primary.
  **** ****** has reached out to her insurance and they have confirmed they had *** ******’s insurance listed as primary. This has been corrected by the insurance and **** ******** plan is now going to reprocess the claim properly.
  **********
  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 her good health and well-being.
  Ple*** let
  me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue
  Cycle Supervisor, Customer Care Center
  Customer
  Service
  ***** *************
  Fax
  (412) 330-5411
  *********************

• Initial Complaint

  Date:11/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an injury back in February 2022 and had surgery, follow up appointments and PT with AHN and paid for all of my copays through my HSA and FSA. I had a supplemental injury insurance that reimburses out of pocket medical expenses for injuries so I filed for reimbursement. That supplemental insurance company, AG Administrators, accidentally sent the reimbursement check to AHN instead of me and now I can't get the money back from AHN. I already had a balance of $0 with AHN when AG Administrators sent them a check for $977.82. I've called AHN numerous times to get that money refunded to me or to AG Administrators and have sent AHN proof of cashed checks sent to them along with itemized statement of what the payments were for. I've also sent the proof that I made payments in full, because one of the reps was denying I had made the payments.
  
  They are impossible to reach and you aren't allowed to talk to the billing department directly and can only go through entry level customer service reps who take messages for them and say someone will get back to you but no one ever does. Then you have to call back and start from scratch again. So much time has passed that I have a new job and my old HSA and FSA have been closed. The entry level reps that speak to me either can't find that they owe me money or say they see that there are pending refunds that can only be issued to my closed HSA and FSA which means I will never get the money if they send them there. I want this resolved. I either want a refund check sent to me (not HSA/FSA) or a credit to my account or for them to send the over payment back to AG Administrators who will then send it to me.
  
  Here are the attached proofs of payment (HSA-FSA statements) lettered A-E with corresponding AHN statements showing where each statement was paid with my HSA or FSA and then the AG Administrators payments to you with each line item numbered 1-15 which I also wrote on the corresponding AHN billing line.

  Business Response

  Date: 12/01/2022

  12/1/2022
  Better Business Bureau
  **** * ********
  
  
  **** *** ****
  Thank you
  for the opportunity to respond to the concerns expressed by **** ***** that you
  submitted dated November 16, 2022 and received by the Customer Care Center on November
  17, 2022. 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:
  *** ***** indicated she made payments to Allegheny Health Network for dates of service her AG Administrators’ policy has also paid and is requesting a refund due to the overpayment.
  
  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:

  
  Allegheny Health Network processes refunds back to the source of payment.
  A comprehensive review of all patient and insurance payments has been completed.
  In a discussion with *** ***** on 12/1/2022, *** ***** requested any patient credit be left on her account for future services.
  *** ***** requested any insurance credits be refunded.
  

  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 her good health and well-being.
  

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

  Sincerely,
  Samantha C***
  Revenue Cycle
  Supervisor, Customer Care Center
  4 Allegheny
  Center, 4th Floor
  Pittsburgh, PA
  15212
  ***** **************

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 6, 2022 I was scheduled for an outpatient surgery, however, the surgery was cancelled. Prior the the surgery I paid $1,389.95. This transaction cleared my account on September 7, 2022 as indicated on my attached bank statement. I have called the hospital on several occasions in an attempt to have this amount refunded, however, the billing department has been inconsistent and have yet to resolve the issue.
  
  On this same day, September 6, 2022 I received care from the emergency room department. I have received several bills related to this visit. I have called the billing department on several occasions requesting a line by line itemized bill. I was told it would take 2-3 weeks to receive an itemized bill. I was then informed I needed to email a different department in order to request the itemized bill. On these statements, it shows the same procedure codes with different quantity amounts; the bill does not indicate what the procedures and items were that are being charged. I again called the billing department to get clarification only to be told it would take several weeks to receive an itemized statement. I requested to speak with the manager only to be told the manager is in a meeting, not in the office, away from his/her desk. I requested a call back from the billing manager. As of today, I have not received any form of correspondence from the billing department nor have I received an itemized bill from the billing department.

  Business Response

  Date: 11/25/2022

  11/25/2022
  Better Business Bureau
  Complaint ID# ********
  Dear
  *********,
  Thank you
  for the opportunity to respond to the concerns expressed by ******** ***** that
  you shared in an email November 3, 2022 and received by the Customer Care
  Center on November 3, 2022. 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:
  *** ***** made a pre-payment for a procedure that was to be performed on September 6, 2022. The procedure was canceled; therefore *** ***** is inquiring about a refund.
  *** ***** expressed concern with the itemized billing and is requesting validation on the charge difference.
  
  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:
  *** ******* pre-payment was applied towards the rendered service on September 6, 2022 for the Emergency Services.
  Due to an overpayment, Allegheny Health Network refunded to her credit card in the amount of $882.25 to *** ***** on November 2, 2022.
  Calls were made to *** ***** to review the Itemized Billing and charge difference, but voicemails were left due to no response.
  *********,
  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.
  Ple*** let
  me know if you have any additional concerns or require additional information.
  Sincerely,
  Samantha C***
  Revenue
  Cycle Supervisor, Customer Care Center
  Customer
  Service
  ***** *************
  *** ***** ********
  *********************

• Initial Complaint

  Date:09/28/2022

  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 continues for bill me for services that my insurance company, United Healthcare, insists I don’t owe. In, other words, my insurance paid what was owed to AHN for this service. I’ve been arguing with them for months and they won’t return my calls anymore. I also sent them a copy of a letter from United Healthcare saying I don’t own them any money for this particular service. In addition, a payment I recently made online to another doctor, was automatically put toward the amount they say I still owe, which I do not. In other words, this $15.00 payment will not go directly to the doctor from whom the bill came. And I will still owe this other doctor $15.00, as it will look as though I didn’t pay him.

  Customer Answer

  Date: 10/11/2022

  From: **** ****** **********************
  Date: Mon, Oct 10, 2022 at 9:26 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  Thank you so much for addressing my billing problem with Allegheny Health Network. I am happy to report that the issue has been cleared up and I no longer have a balance with them. I received for a very apologetic phone call and after months of myself and my insurance provider attempting to resolve this, it has been taken care of. 
  
  I have no doubt, whatsoever, that had you not looked into this, I would still be faced with a balance I simply did not owe. Again, thank you for your prompt response to my inquiry for assistance. It is greatly appreciated. 
  
  **** ******

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing attempts since June to get reimbursement of out-of-pocket costs (prior to receiving an exception from insurance company to cover payment in full) been futile. Engaged at least 15 service reps passing the buck, not responded, or provided account reconciliation documentation to NOT reimburse my out of pocket expenses in full. Cannot speak to anyone personally.
  June 1, 2022: charged $8,140 to my personal credit card as service was denied.
  June 2, 2022: Confirmed that Cigna contacted surgeon (left message for Ashley to send documentation the procedure would be covered by Insurance). Insurance asked provider to send claim directly to Service Executive so claim is processed correctly. This never happened.
  June 6: Surgical Procedure at AHN Plastics/AHN Hand Surgery, 4815 Liberty Avenue, Suite 425, Pittsburgh, PA 15224-2156
  August 30: Notified “Ashley/Stacey M” that we prepaid $8,140 on credit to Allegheny Health Clinic that would need to be reversed.
  August 30: “Stephanie” notified credit refund of $1448.54 on August 23.
  August 31: “Stephanie” notified an “update from the “Management Team” of an additional refund of $1449.10 issued for a total of $2,897.64 and stated “the facilities and service costs are now satisfied.”
  September 1: Another credit to charge account in the amount of $937.96 was made from ALLEGHENY CLINIC on August 31.
  September 7: Again, notified AHN that I paid $8,140 out of pocket prior to confirmation of insurance coverage and asked for full accounting which I have never received on three separate occasions.
  September 8: Received check in the amount of $511.14 from ALLEGHENY CLINIC. Still no accounting, explanatory or reconciliation documentation.
  8140 PAID
  ($1448.54)CREDIT
  ($937.96)CREDIT
  ($511.14) CREDIT
  $5,242.36 REIMBURSEMENT DUE
  (LESS $2000 DEDUCTIBLE PAID)
  New total due: $3,242.36
  September 18: “Thomas” responded to request for accounting. He ‘forwarded to presentative(sic).’
  September 19: no response to date.

  Business Response

  Date: 10/27/2022

  
  Thank you
  for the opportunity to respond to the concerns expressed by ********* ******
  that you shared in a letter dated October 19, 2022 and received by the Customer
  Care Center on October 23, 2022. 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:
  Ms. ****** is awaiting reimbursement of overpaid funds and accounting information for balances paid.
  We would
  like to thank you for bringing Ms. ******’s concerns to our attention, and for
  providing us with the opportunity to address them. Ms. ******’s concerns were
  immediately shared with the appropriate leadership for investigation and follow
  up. In response to Ms. ******’s concerns, we have determined:
  There was an additional balance due to be refunded back to the patient. Our internal billing department made corrections to the date of service. After the review, an expedited refund was initiated for Ms. ******’s overpayment.
  Additional training will be provided to Customer Care Center staff regarding follow up procedures to ensure a more timely resolution.
  Accounting of the balance remaining with Allegheny Health Network was explained to Ms. ******. She was in agreeance that this amount matched up with the documentation she received from her insurance company.
  Charnetta
  Lane, 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 her good health and well-being.
  Please let
  me know if you have any additional concerns or require additional information.
  
  
  
  
  Sincerely,
  Samantha C***
  Revenue Cycle Supervisor, Customer Care Center
  Customer Service
  
  

• Initial Complaint

  Date:09/21/2022

  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 PCP retired so I made appointment with Dr H******'s office for Aug 23, 2022. I told them I had UPMC Insurance. I went to appointment. Filled out paperwork. Was ask for drivers license and insurance card. Had appointment and tried to pay copay. Of which I was told I would be billed. I said it's only $10. No we will bill you. I thought that was quite odd. Fast forward I get a $274 bill. I call UPMC and am told Dr H******* is out of network. I was literally stunned. Because had I have been made aware of this I certainly wouldn't have went there. They had many opportunities to tell me and didn't. This is wrong on so many levels. I called the office today and she said oh I'm sorry you should have been told we don't take the UPMC you have. I will make sure future patients are told. Well that does me no good now. She said we don't take UPMC marketplace insurance. I said that's what I have. I told the office what insurance I had when I made appointment and wasn't told it wasn't accepted. Well your group number is different than most marketplace insurance. I said that's a mistake within your office not on my part. I wouldn't have come if I was made aware of that fact. This was a mistake they made that I shouldn't have to pay for. I tried to call last week and discuss this with Dr H*******'s office and was brushed off and hung up on. This is so unprofessional.

  Business Response

  Date: 10/06/2022

   

  Hello, 

  This complaint was also raised internally around the same time.  The office brought it to our attention and after investigating it does appear that the patient was given misinformation at the point of scheduling.  The office didn't catch this until after the appointment.  It was reviewed internally and the patient responsibility of $274 has been adjusted off on 9/29.

  The results of the findings and resolution were shared back with the office at that time.

  We apologize for the inconvenience this caused.

   

  Sincerely, 

  Philip W*******