ComplaintsforIntermountain Healthcare

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  North Valley pediatrics in American Fork repeatedly incorrectly billed my daughter, *************************, services. My daughter is double covered with her father's insurance being the primary insurance and mine is secondary. The claims were continually denied and now they stating that I owe over $2000. I spoke to the receptionist twice upon check in asking them to please correct the billing errors (switching her dad's back to primary) and now both insurance companies are not covering.

  Business response

  04/22/2024

  Hi **************;

  Thank you for reaching out. I have tried to call you a couple times but your mail box is full. I would love to talk with you to see if I can work with you on this concern and see how I can get your billing issue fixed. 

  I am going to send you a letter in the mail with my direct line, so please reach out to me as soon as you get it 

  Thank you

  Angie 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A bill was due for ******* services. I could not pay the total amount asked that was due. Because I am paying other medical bills, and other bills.I called up and asked IHC if I could set up a $20 payment plan instead of there required $70 and they said no but we could do $50 instead.I shared and asked this with 3 different individuals.I called their complaint/resolution hotline and they said they would get back with me in 5 to 7 business days. 7 days was last Friday.I called again a got shuffled around to 3 different people today.This is very unethical of a business. I am currently working 2 jobs a full time and part time. I am completely willing to pay my medical bills. But without this flexibility I ended having to put off a doctors appointment scheduled for *** and reschedule it in July.I have diabetes and been treated for blood clots and other medical issues and my doctors visits are important to keep.I would like to see IHC work with a payment plan that I can afford and do this for all there customers. I am willing to pay 100% of the bill I owe I just cannot afford their minimum asking price.I have applied in the past for financial assistance for my insurance and I make too much money to qualify.Thank you for your help and time.

  Business response

  04/04/2024

  Hello ****

  Thank you for taking the time to talk with me today. I am glad we could come to an agreement on your concern, Like I said if you do have questions in the future that is not being resolved please feel free to reach out to me

   

  Thank you

   

  Customer response

  04/05/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly contacted AE and tried to get my address removed from their mailing list. They are sending their info to a company. I have personally spoken to them 3 times and they keep saying they will stop the mailings but they keep coming. I moved to this address in Sept 23 and have been trying since then. The business and address is as follows: ******************** ************************** ***************, ** 33305-3000 This is not a business but a personal residence.

  Business response

  03/27/2024

  Hello and thank you for taking the time to speak with me today. Like we discussed this was not supposed to go to Intermountain Health it was meant for American Express.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was seen by Intermountain health satellite, Nevada Kidney and Hypertension. Doctor Raju made a diagnosis and formed a treatment plan based on test results that belonged to another patient.. I was incorrectly, diagnosed with a kidney stone, and was told that I was prediabetic. I informed this clinic that the error was made. They have yet to contact me to offer an apology, to provide a diagnosis and prognosis that is correct, and I have yet to receive any acknowledgment from the patient advocacy group from Intermountain health. I am extremely frustrated and I find this unprofessional and I’d like to know what recourse I have. Thank you.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had surgery at LDS Hospital on November 1. I paid $2558 the day of surgery. Ive had other peocesues at this facility. The doctors portion has always been included. I continue to get daily/ weekly emails stating I owe ****************** $354. Ive emailed billing multiple times without any success. Ive met my deductible and total out of pocket. I also reached out to Dr. ******** office regarding the issue. Lds Hospital owes me more than a $1,000 dollars. LDS Hospital is part of Intermountain. There should be a way to resolve this.

  Business response

  01/09/2024

  Hello *****

   

  Thank you for taking the time to talk with me today. Like we discussed there was an over payment in the amount of $1070.42, we have already sent out a refund of $715.86 which you said you received. There is also a credit of $50 on your 12/05 date of service.

  I have escalated a refund to be sent out for the remaining amount on both dates of service. You will receive an additional refund in the amount of $404.56

  Customer response

  01/13/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 24, 2023 I went to see Dr. Bonnie B****** at **** * **** *****, Denver, CO 80238. The visit was for a physical and bloodwork. At the conclusion of my visit she suggested I schedule a well woman exam (pap smear). I did. The result of my bloodwork had her prescribe a high dose Vitamin D for me. When I went for my pap November 27, she made small talk while “inside” me. She asked if work was still stressful, I asked if I should call for a refill of the Vitamin D Rx when I run out (she said no - it was a booster), I asked about an RSV vaccine, she said not needed and she also talked about and ordered a Cologuard test for me. I was surprised to receive a co-pay invoice for this visit. My insurance company, Cigna, said that was because the visit was billed as diagnostic instead of preventative. When I contacted her she said, well we talked about other things too but she agreed to change the billing and agreed there was nothing “chronic”. Last week I received the attached from her billing department. I called Cigna and they said that was in violation of the office’s contract with Cigna - that i am not limited in preventative visits and that the office probably billed it that way because they get more $$$ from both me and Cigna. I have tried reaching out to the doctor’s office several times for the names and contact information of someone to talk to about this (including, if necessary, legal counsel). Their only response is “I don’t have that information”. Their practice is unethical and I cannot get anyone to respond to my complaint.

  Business response

  01/04/2024

  This account has been resolved. We reached out directly to the patient letting her know the account is now at a $0 balance

   

  Sue

  Customer response

  01/04/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This complaint is against Intermountain Central Laboratory ("central lab") and the Intermountain mess management inside. On 12/12/2022 and 03/14/2023, my son's provider sent us to do some lab tests in the central lab. Those tests he did before in another Intermountain Hospital already, so it's not a surprise to us. We had a pretty good insurance plan in Aetna and were working perfectly on deductibles or getting exempt for my son's tests in Intermountain related hospitals till the same tests did here. After around 6 ~ 9 months, the test bill statement from Central Lab comes, it's getting charged without any co-pay from insurance. This is a big shock and "surprise" to us, we had no idea why the tests sent to the central lab are getting no coverage compared to some other places such as Intermountain hospitals like American Fork or Primary Children's Hospital. We were trying to call the Central Lab's billing department, what they did was just "kick" us back and forth to talk to insurance and providers, etc. 1. The billing comes so late that it's so hard for us to remember what and get a solution on it. 2. The billing department is not trying to help but making excuses. 3. The bill of the same type of tests covered by Intermountain hospitals but not Intermountain Central Lab is making no sense to us. Please help us out.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was billed and my insurance company had sent the *** that clearly stated my portion was $0. This happened multiple times and my bills have been getting re-processed multiple times since 2022. I keep getting new ***'s from 2022. All of a sudden I owe money for a doctor visit, or a surgery from 2022 after I should have met my out of pocket **** Or I will get a bill again, when my *** states that the member responsibility is $0. My insurance company has called MULTIPLE times to find out why they are charging me for things that I don't owe money for.

  Business response

  11/14/2023

  Thank you for speaking with me today. 

  I have reviewed all 2022 dates of service, I found one encounter 664-******5598 that has been reprocessed and paid in full by your insurance and is reflecting $0 balance.

  You stated multiple dates of service but didn't know the dates of service, once you find those please reach out so I can see what happened and forward on if needed.

  You requested no follow up from me regarding the outcome so if you have any questions, please feel free to reach out to me directly.

   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm beyond word to express how I cannot comprehend how can a 30min visit turn into $1000 bill ($868.95 after insurance discount).We were in early evening to confirm if our child had an ear infection and if so, just prescribe the corresponding antibiotic.The hospital had us wait for approximately an hour in the waiting area before sending us to a room.This was just a regular room and once a physician came to check on our son, he was quickly diagnosed and we were sent home.It was absurd that THREE doctors came in to check about a simple light ear infection and now I have to pay $868.96 + $186.59 to one them doctors that billed us separately (*************************** MD)This feels like a pyramid scheme that sends random doctors into rooms just to collect easy money.Please adjust this rate to a reasonable amount that justifies the overall 30min we stayed in a room.Looking forward to hearing back from your team.Billing data:Encounter# ********** Account# *************

  Business response

  11/17/2023

  Hi *****, Thank you for taking the time to talk with me. I had an audit performed on 138-*******765 all charges are correct. 

  Emergency Department ***** which is the highest-level medical care and therefore has the highest costs associated with it. When a patient presents to the ** with what could be a serious problem or concern. The claim was submitted to your insurance, the balance was left towards your deductible. I did a courtesy adjustment of $250, that will reflect on your bill pay account within 1 week.

  If you have any further questions feel free to reach out

  Customer response

  11/20/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the ** back in February, I have medical insurance. The service was horrible, from having 2 different doctors in **, one of them asking me what I was done previously (IDK, how am I supposed to know, I am in **, you should look at the notes the first doctor made), to being assigned to another doctor that was going on vacation and didn't have anyone aware of my ** situation, to getting prescribed a different dosage, etc...Now, Im dealing with their bill, it has doubled from the first statement and I have been calling since when I made my first payment plan and I always get a different person, a different answer, no one gives me the same answer to my questions as to why my balance keeps going up despite my payments. A couple of months ago, I got a new payment plan that doubled the balance, I just got an email saying that new charges were added from a previous visist and I called again and they lady said once again "I don't see that in my system"... THIS IS BEYOND frustrating. Everytime I have asked for a supervisor to get my questions answered it's "a supersviosr is not available, I will havehim call you as soon as possible" and I get a random call in the middle of my work, whenI try calling back, the person is unavailable, this has been going on since June or July and thye just keep adding charges. PLEASE HELP ME I AM DESP**ATE

  Business response

  11/07/2023

  I have tried to call a few times leaving a message with my direct line to call back, I have also sent an email with my number and the hours I am here. I have yet to hear back. Please reach out to me when you have a moment, I would love to discuss your concern with you 

   

  Thank you

  *****

  Customer response

  11/08/2023

   
  Complaint: 20785975
  
  I am rejecting this response because:

  I mentioned to ***** over email that I have stated SEVERAL times that because of the nature of my work I cant take random calls whenever  they pop up. 
  

  She also called when I was in the middle of calls. In my email we have agreed to call her at a set time. She sent her her hours and I am just finishing my workload from last month end at my company but it seems she took my inability to respond at her will as a green light to close the case. 
  

  i will be calling her to today so no, ny case is not closed. This is the same response they have and I have told them MULTIPLE TIMES I CANOT TAKE CALLS AT WILL.

  
  Sincerely,
  
  *************************

  Business response

  11/15/2023

  Hi ******, I am glad we were able to talk today. Like we discussed, the difference between the two bills are due to you had not met your deductible, the second visit you had met it so insurance left you a copay. I did the courtesy adjustment due to the ********** work being done leaving you the remaining balance $2093.92. If you have any further questions feel free to reach out to me.

   

  Thank you 

*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. ↩