ComplaintsforInova Health System Foundation

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  For starters, I decided to transition my care to ************************* because I feel as though the physicians at Inova Health System are not competent, and are not held accountable for using common sense to align with the needs of the patient in lieu of social economic factors that influence the patients healthcare decisions. In an attempt to clear up my balance, I have now paid a total of $945.51 and this still isn't enough, according to Inova. On 02/13/2023, I paid $416.80, on 02/28/2023, I paid $496.80, on 03/01/2023, I paid $31.91. On 03/01/2023 when I spoke with 1 of the 5 agents that I spoke to on that day, I was advised that even after paying the $31.91, I still had a remaining balance of $294.00?! When I asked for documentation to support services being rendered before I pay the additional amount referenced, the agent stated "we sent notifications to you via Visit Pay". When I explained that the only amount showing in "Visit Pay" was $528.59 along with the payment arrangement that I decided not to move forward with, she stated "you agreed to the receive electronic notifications via Visit Pay". Now as of 03/14/2023, I received a collection agency letter stating that the remaining balance is $109.09?! The letter from the collection agency doesn't show a list of services rendered and as a patient I never received statements via "Visit Pay". Inova Health System has violated the **** (Fair Credit Reporting Act) which is a federal law by willingly and deliberately refusing to provide written documentation to support ANY balance that remains. Based on my experience, I do not trust that Inova Health System has the ability to provide accurate billing information based on their heinous, erroneous, predatory billing/business practices. I filed a complaints with the CFPB (Consumer Financial Protection Bureau)  Complaint#: ******-********, and with the (BBB) Better Business Bureau - Complaint ID#: ******** and will be filing a complaint with the VA Attorney State General.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Billing practice at Inova is preposterous During Physical therapy initial visit at their Centreville location, I was told my out of pocket estimate for consultation will be $149 and all subsequent visits will be $136, which I agreed to and knowing it was an estimate I figured the variation might be in 10% or less given we are enrolled in high deductible plan and pretty much everything will be out of our pocket. To our surprise, this facility start billing us in tune of $100 to $95 for consultation and PT visits above the estimates they provided. When called their office, their reasoning, "it's an estimate" - This can't be true that they'll provide such an absurd estimate only to scam the patients later. Now I'm getting billed for $221 for each PT visit that's totally unethical and wrong compared to $136. Keep in mind that our credit card was on file, so they billed me automatically for every visit I've had them based on the estimate.How can the estimate be so wrong? I can't imagine estimates to have a delta of more than 10%, PT doesn't do surgery nor requires another specialist so they ought to know the estimated cost upfront.

  Business response

  08/25/2022

  I was correct that 5 of the 6 visits had paid incorrectly by *****. (They had processed them at higher than contract rates)

   

  It will take ***** 45-60 days to reprocess those 5 claims.

   

  This is what the rep told billing:

   

  ‘There was an issue with the contract not reading this provider as a PT.  A request to correct has been made.  Once contract is corrected, the claims can be reworked.  Please allow 45-60 days for payment to be received.’

   

  Thank you

   

  Brian ** M*****

  System Director

  Patient & Family Relations

  Inova Health System

  Customer response

  08/25/2022

  [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,
  
  ***** *****
  

*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. ↩