ComplaintsforMountainstar Health Network
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Complaint Details
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Initial Complaint
12/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Between May 31, 2023 - Present, Mountainstar Healthcare billed me for services. Each time I received claims, I paid the bills immediately through my HSA portal, with the exception of two payments of $790.99 and $14.65, which I made directly through the MyChart MountainStar patient portal (“patient portal”) using my HSA visa debit card. I noticed in June 2023 that Mountainstar was not crediting all my payments correctly. Mountainstar credited some HSA payments they received, but not all. A balance began to accrue on the patient portal. I sent my first message through the patient portal on June 25, 2023 to correct Mountainstar’s billing error, and sent subsequent emails and patient portal messages thereafter. I have since received several billing statements in the mail from Mountainstar, spoke to the billing customer service on 8 occasions, requested an itemized billing statement, and sent an excel spreadsheet to Mountainstar’s billing department reconciling their accounting and providing proof of each payment on their itemized statement. I have spoken to at least two mangers in Mountainstar’s billing department with the promise of a phone call back each time that has gone unreturned. Attached are the following supporting documents: -.pdf document of December 7 bill, itemized billing statement, MyChart and email conversations alerting Mountainstar of the billing error -Excel spread sheet reconciling Mountainstar’s billing error (limited by .pdf included two versions of the same document to read better). -.pdf document of each proof of payment from Mountainstar’s itemized billing statement -Phone calls made to Mountainstar Billing: ###-###-#### July 12, 2023 @ 4:46PM July 26, 2023 @ 12:47PM August 5, 2023 @ 12:53PM August 11, 2023 @ 1:19PM September 13, 2023 @ 12:27PM September 26, 2023 @ 5:54PM October 20, 2023 @ 5:31PM November 22, 2023 @ 2:50PMInitial Complaint
11/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In July 2023 I visited the ER at Cache Valley Hospital. Visit was simple. No labs. No imaging. IV for fluids with a diagnosis of Noro Virus. I barely saw the physician, no medical exam. Received a bill for the ER physician of nearly $900.00. The ER physicians billing group claims I was not covered by insurance at the time of the visit. In fact, I was and am covered by United Healthcare Advantage Plan which covered the hospital portion of the visit with the exception of my copay. The ER physicians billing group is in Chicago Illinois, a long way from Logan UT. Difficult to get hold of to discuss the issue but only want to statecI was not covered which is a lie. This has been done to avoid having to accept the contracted price with United Medicare Advantage plan in an attempt to force the patient to pay the full Level 4 price of the ER charge.Initial Complaint
12/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Saturday, December 10th 2022 after 1PM I went to the ER at Timpanogos Hospital. I was immediately admitted and the nurse came to get some information from me, the doctor came after a few minutes and ordered a COVID test, a flu test and some chest X-rays. The xrays technicians never closed the door of my room (D2) and they pulled my bra from underneath my clothes (people from other rooms can see me), this was the beginning of the embarrassment. After that, I didn't see anyone for the next 2 hours, I went to look for the nurse (Nikki) twice, she was on the phone looking at social media and treated me like some sort of annoyance. Never came to the room, nobody explained to me what was going on, I took off my blood pressure cuff because it was giving me bruises on my arm, took off the instrument that check my heart rate and oxygen levels and NOBODY came to check on me. My back pain was so strong that I wanted to cry. To make things worse, the doctor said (around 4:50PM) that I should told him about the pain? Uh? that was the main reason for my visit. Absolutely degrading! They only want to charge insurance companies but I will pursuit this to the very end, they need to reimburse me for my pain, my time and the embarrassment. Oh, the nurse didn't let me file the date and time on the release form. Picture of the actual release time is attached.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.