Aurora Health Care, Inc.

Review: This complaint involves health issues only in the way that this is our healthcare provider. I paid my husband's([redacted])bill over the phone in the amount of $5433 last week. Aurora took this amount out of my checking account TWICE, causing overdrafts and inconvenience, including bank fees. I was told that the money would be put back in by the next day at the latest and that was on Thursday, October 23rd. As of today (10/27/14) the money still has not been reimbursed. I also left a voice mail on the phone number of a "supervisor", who has never returned my call. I was told again today that the reimbursement was labeled "urgent" but no one knows when the transaction will happen.

Product_Or_Service: healthcare

Account_Number: 1573401Desired Settlement: DesiredSettlementID: Refund

Money needs to be redeposited into the checking account it was withdrawn from. I would also like an explanation of how it happened, why I was not allowed to speak directly with a person authorized to refund the money immediately, and what compensation I will be given due to the fact that you kept nearly $5500 of my money for 5 days now.

Business

Response:

Revdex.com of Wisconsin

December 24 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

There was a significant delay in receiving this complaint due to it being filed initially with the Revdex.com of Illinois. We are happy to inform you however that this matter had already been resolved.

A refund totaling $3131.03 was processed for [redacted]'s account back on October 28. The complaint wasn't received until December but we did attempt to reach [redacted] by phone to ensure the refund was received. Unfortunately we have been unable to make contact with her but since the refund was given and there's been no additional contact from her, we respectfully ask that this complaint be closed.

Consumer

Response:

Review: My daughter, [redacted], has been getting IV infusions for several years, in the outpatient clinic at St. Luke's hospital. The bills are coded inconsistently which sometimes includes a charge that my insurance considers "bundling". The last bill she received was from 11/24/13. I looked at my EOBs and they show that there is no patient responsibility. There was a contract in place between Aurora & Health EOS so she should not be billed for the balance. I sent in a letter of appeal and a copy of the bill and all of the EOBs. I was told that Aurora appealed this with Auxiant and because Auxiant refused to pay it, I was responsible. I brought up the issue of the coding being inconsistent for the same procedure done every six weeks . Again I was told it was reviewed and was correct. [redacted]'s bills for April 13, 2013 & May 25, 2013 were coded (for the same procedure) in such a way that they were paid in full by the insurance co. I know that I have paid several of these bills that had no patient responsibility on them before I was aware of the coding issue.

Now [redacted]'s balance has gone to collections without any resolution.Desired Settlement: I would like [redacted]'s bill pulled from collections and a complete review done of all of the coding on all of her IV Remicade infusions. There is no way that there should be such a difference in the coding of the same procedure. I would like to be refunded for all of the charges that I paid that my insurance company stated that were not by responsibiliiy. I also would like the balances written off according to the contract and the inconsistency in your billing practices.

You may contact [redacted] at the number on her account for permission to speak to me about this matter.

Thank you

Business

Response:

Revdex.com of Wisconsin

Review: I am being billed for services that were not received.

The accounts have been referred to a collection agency, which is also not handling the issue correctly.Desired Settlement: The account should be assigned to the correct patient.

Business practices should be adjusted so this is not an issue in the future.

Business

Response:

Revdex.com of Wisconsin

Review: When I signed up for service I was lead to believe that going to a physician assistant would be less expensive that the specialist. Instead I was billed at the specialist rates.

I recognize that service was performed. And I was willing to negotiate the final payment with Aurora at a lower amount than the specialist rate. Aurora would not work with me to resolve this issue.

The outstanding bill is $1,728.96. I was willing to pay 1/2 of this amount. Aurora will not work with me to resolve this complaint.Desired Settlement: Adjustment to the bill as noted above at 1/2 the billed rate.

Business

Response:

Revdex.com of WisconsinSeptember 4 2015RE: Aurora Health Care complaint [redacted]Revdex.com personnel,We have received [redacted]’s complaint and are aware he still disputes the $1728.96 amount charged for service but this matter has already been addressed.As stated in his complaint, [redacted] says he was under the impression that services provided by a physician’s assistant would not becharged the same rate as service provided by an MD. This concern was initially raised in January this year and since that time we have conducted several reviews of the charges in question, found no errors in our billing and communicated our results to [redacted] in writing on more than one occasion.There is no difference in the amount charged for service provided by a PA or MD and we were unable to verify how [redacted] would have been told otherwise. Eventually, [redacted]’s concern was brought to the attention of our clinical Risk Management; Risk completed another review of all information available and replied to [redacted] via letter that an adjustment for the disputedbalance was not warranted and would not be given. Aurora does not settle on balances owed and the review by Risk is also the highest level review available so this decision will stand.Lastly, [redacted] is likely unaware but the $1728.96 amount in question was also unfortunately placed with third party collection agency Americollect as of August 31. This was not an intentional act to punish [redacted] but rather a result of the billing system since the balance was unpaid and no financial arrangements were made either. The agency will be sending a letter informing him of placement with their agency so all payment and or arrangements would be handled by them at this time. It is very important to note however that [redacted]’s credit has not been affected; during the first thirty days of placement with an agency there is no negative credit impact if arrangements are made so we would encourage [redacted] to contact Americollect at his earliestconvenience.Having given our position on this matter, we respectfully consider it to be closed and ask for the Revdex.com to do the same.

Review: After to going to what is labeled as an Urgent Care facility, I was charged a facility charge of $170.05 dollars (was originally $179.00) without prior knowledge of this being a separate charge. This should have been disclosed at the time of the treatment and I would have gone to another facility. This is an unfair process. This is from 9/7. I am utterly disappointed with this practice and I was unfairly chargedDesired Settlement: I would like this money back and to be put toward another bill. I am not even asking for the money back.

Business

Response:

Revdex.com of Wisconsin

April 10 2015

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

[redacted] has been contacted regarding her complaint and an attempt was made to clarify and explain the billing for this visit but unfortunately [redacted] didn't accept it.

The location [redacted] went to in September 2014 is a walk up clinic that is capable of providing urgent care service but it is not a free standing urgent care clinic. That specific location is a satellite location of, and owned by St. Luke's hospital and as such, a visit there is billed as visit to St. Luke's. There is signage present at the clinic to inform patients of this and patients are also encouraged to review their coverage benefits. The $170.05 in question was assessed by [redacted]'s insurance to her deductible and payment in that amount was received March 10 2015.

Despite these efforts [redacted] continues to believe that Aurora took advantage by not disclosing how the visit would be billed. She insists no one told her she would be charged for a hospital visit and eventually said she had to leave and ended the call.

Consumer

Response:

Review: I currently have a balance with this facility. I have been trying to set up a payment plan for something other than the $100 they want per month. I am unable to pay this amount due to my other financial obligations and my income so far to date. I applied for the Helping Hands assistance program but they would not consider me because I have insurance yet I am looking for help and nobody seems to want to accept any kind of payment because they never get back to me. When my mother sent in the release form I signed so she would have permission to talk about my account, they say they never received it. How many times does one have to get the run around? This is extremely disheartening as I am trying my best to set up a reasonable payment plan yet no one seems to care or get back to me. They not only received numerous letters from me, but I also sent them the same forms I sent to the Helping Hands program, and that is my tax returns and my year to date income which is far below what the program says you have to make. But just because I have insurance, I can't qualify for more help. How does this make any sense? Now, even with my attempts at trying to rectify this, they have sent part of my bill to a collection agency. It is so frustrating.Desired Settlement: I would like two things to happen.

No more collection letters and the one that was sent to the collection agency already, I would like that to be disregarded.

Also, I would like them to accept my monthly payment plan of $40 until the bill is paid off.

I don't feel that it is right when I, the patient, has been trying to figure this out with my letters and conversations to this facility, but no one seems to want to help me out with this.

Business

Response:

Revdex.com of Wisconsin

I recently had surgery to repair a fractured tibia plateau, I received my bill after insurance was taken into account and called to make a payment plan. The customer service representative [redacted] was extremely rude, her tone of voice was not one of helpfulness. She seemed more annoyed with me because I could not pay my bill in full. My bill is approximately $5100.00 and she expected me to pay in full or half and the least she could take was about $500.00. When I told her I could not make that large payment and said I could do $100/month she said that it would take me 51 months to pay in full and that was not something Aurora Health Care can work out with me. What I do not understand is what difference does it make how long it takes to pay the bill just as long as you are getting some sort of money in. I am not trying to ignore my bill I just cannot afford to pay that amount in one lump sum. I do not know anyone that has that kind of money these days as we are still in a recession. No other hospital system in Kenosha requires to know my expenses and salary I make to make a payment plan. They understand the circumstances and are kind enough to allow me to make a payment that is comfortable so I can live on my income. I will never go to an Aurora hospital again or suggest that anyone else go there. It is terrible how they treat their patients since it is us who allow them to get paid their salary.

Review: On November 18, 2014, I visited an Aurura Health Care Urgent Care Clinic in New Berlin, WI. I have since received a bill from Aurora for the full amount of the office visit, stating no insurance coverage was applied. I contacted my insurance company, as Urgent Care visits are under my benefit plan as a $40 co payment, not payment for a full visit. I was informed by my insurance company that Aurora did not properly bill the visit as an urgent care visit, but rather as an "office visit." My insurance company explained in order for them to apply the correct benefit it would need to be billed as such. I have the bill from Aurora and no where on it does it indicate this was an urgent care visit and I imagine my insurance company has the same.

I have been in contact with numerous representatives from Aurora Health Care today, December 30, 2014. I have been given a run around that they bill urgent care and office visits under the same code and that I am responsible to pay as billed. I have been unable to speak with a manager or supervisor to discuss this matter further, instead I am repeated the same information about my responsibility to pay despite my requests to explain that I am being billed $160 more than I expected to pay for this visit. I would imagine a Health Care Institution as big as Aurora is familiar with insurance companies and the need for differentiation in billing for urgent care versus office visit as this is a common service for individuals.

Additionally, during my discussion with a third representative from Aurora, I was informed there was an outstanding credit on my account from 2013 in an amount around $185 that had never been applied to my account and as a courtesy they applied it to my bill. I was never made aware in the past of this credit and I have an issue that they applied this credit to my balance without explaining other options or refunding it.Desired Settlement: I would like Aurora to contact my insurance company to rectify the billing discrepancy so my insurance can process the claim as an urgent care visit. I would like Aurora to then adjust my bill to reflect the $40 copay required and as covered by my insurance versus the $201 they are currently trying to charge. I would also like them to refund the $185 from a credit from 2013 that they applied to my bill without my request or permission to do so.

Business

Response:

Revdex.com of Wisconsin

Review: Back in 2012, I had twins. My doctors office was located in the West Allis Women's Pavilion and I was receiving bills from them and once I incurred hospital expenses, I received a separate bill/account number for the delivery charges. I set up payment plans for both my hospital charges and physician charges. After making payments for months via my bank's bill pay, I received a collection notice in the mail stating the my hospital account was sent to collections because there were no payments received. Aurora stated that this is a problem with my bill pay, but I confirmed with my bank that the checks that were sent from my bill pay had the correct account number on them. After dealing with Aurora and sending all my bank account information which proved payments were being made to both accounts, the pulled by account back from collection and applied all payments to the appropriate account. Payment plans were established again and all payments are made in a timely manner.

Starting in November 2013, I notice that my payments were not be applied to my account on time. I called at the representative told me that my payment has been applied and not to worry.

I called Aurora today because my statement is missing my December 2013 payment. The check that cleared my bank account has not been applied to my account with Aurora. Every time I call the number on my bill, the always tell me that I called the wrong number and that I need to call a different number and the person who does answer my call never has access to my account because it's "on a different system". The excuse I always get is that it's a problem with my banks' bill pay. This is the only bill that I have issues with. All my payments to other companies get applied appropriately.

Today, the representative (Caroline M) told me that my payment I made on 10/31/13 was not applied to my account because the check did not clear until 11/22/13. I stated that my payment should have been applied to my account the date it was received by Aurora. She stated that the payment is not applied until the check has cleared, which to me says that Aurora held onto my payment for at least two week before it was sent to my bank for processing. Any other company applies payments to my account the date the payment is received.Desired Settlement: Since I make my payments on time, I expect that my payments are applied to my Aurora account correctly and in a timely manner. It is not a sound business practice to hold on to customer checks for weeks before applying them to accounts. I want all the billing issues related to my account to be resolved. Going forward, I would like all bills received from Aurora to have the correct address to send payments to as well as the correct phone number to call with any questions. It is unacceptable that when I call the number on my statement, I am told that I called the incorrect number and given an additional number to call.

Business

Response:

Revdex.com of Wisconsin

February 19 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com,

We have contacted [redacted] and verified that with her that neither of her accounts is in collections status and she has a payment plan established on both. We have also verified that a payment [redacted] initiated through her bank in December has not posted to one of her accounts but [redacted] is assisting to resolve this issue.

She has contacted her bank and asked them for detailed information for that December payment and once received, she will provide the information to Aurora so we can search for the payment. Please accept this update for her concern; a final response will be sent once this matter has been resolved.

Review: In December 2012, I visited Aurora Health Center for a routine physical examination after becoming employed on a new health insurance policy. I discovered that the visit is covered 100% by my insurance. At my visit with Dr. [redacted], we discussed what would be covered by my insurance under the routine physical examination such as lab work and others that may not be covered by my insurance such as sexually transmitted disease testing. I received typical examinations services, lab testing, medical history, etc. Additionally, the doctor examined my skin for any blemishes or irregularities. After noticing a skin tag at my waistband the doctor recommended removing it, with my consent, since it was bothering me. Two weeks later, I get served with a $230 bill. I contacted my insurance and their response was that because I had not met my deductible and that the skin tag removal was not a part of a routine physical examination, they were not obligated to cover it, which I understood since it was a new insurance policy. Naturally I called the health center to complain that the doctor suggested and performed a procedure on me that was out of the needs of what I had requested. Their response was that the "service was performed," therefore "it must be paid." I argued that the doctor misled me into thinking that I was still receiving a physical examination and did not inform me that this was "outside the realm" of a routine physical examination, to which I received the response that it was my "responsibility to know what is and is not a part of a physical examination." I expressed my dissatisfaction with this explanation, asked for a document that describes what is defined as a physical examination. I received nothing. I requested to file a service complaint arguing my case. After a six and a half month long grueling process, I finally receive a call stating that Aurora can only offer me a 15% discount. They admittedly stated that the doctor miscommunicated and "this happens all the time."Desired Settlement: I would like a full refund. I am being required to pay for a service that was erroneously offered to me during a service that was completely covered by my insurance. I should be informed what is and is not a physical examination, not expected to know. I would have been happy to pay for half of it after a logical explanation, but after being blamed for my ignorance and receiving no proper reasoning, I want a refund. Aurora has admitted to the error, but has not offered sufficient service.

Business

Response:

Revdex.com of Wisconsin

July 25 2013

RE: Aurora Health Care complaint [redacted]

Revdex.com,

[redacted] was reached by phone today to acknowledge his complaint and discuss his concerns. Having already spoken to Aurora previously he is aware that doctors would not know details of his benefits and his coverage is ultimately his responsibility. The amount billed to him is owed for his deductible per his insurance but he was given an additional discount as a matter of goodwill. However, he still feels as though he was not properly informed that the procedure performed would not be covered at no cost to him along with the physical exam originally scheduled. His complaint was also reviewed by the clinic manager where services were provided but [redacted] will remain responsible for the balance.

The above information was presented to [redacted] again and a payment plan was already established. [redacted] will pay the charge to avoid placement with a third party collection agency but remains unsatisfied with the outcome. With no additional information to include to you please accept this communication as resolution of this concern.

Consumer

Response:

Review: My husband and I have tried to work out a payment plan regarding charges for my pregnancy and the birth of our son. We have each tried to communicate with a billing representative over the past year and set something up, only to be told that the amount we could pay monthly was not sufficient and that there was nothing else they could do. I believe the total of around $5,300 was being broken up evenly in an 8-10 month period, leaving us with more than we could pay each month. We have offered to pay a few hundred a month for now, with the understanding that as our financial situation improved, we could pay more and resolve this as quickly as possible. Again, we were told that unless we met their specific payment terms that there was nothing that they could arrange for us. So now we are getting letters from some lawyer threatening to sue me over this remaining bill. I don't know what they expect from us...we have tried to work it out and been told that our offer was not acceptable. Every other hospital or medical facility I have ever been to has been more than willing to work with patients to make payments based on what they can afford per month. How is getting nothing from me more beneficial than any amount I have to offer?

The second part of my complaint is that I have already complained about my experiences at the hospital when giving birth to my son on 6/27/12. No one ever responded or seemed to care that there were concerns. We had to stay an extra 1 1/2 days because no one drew blood from my son when he was born and there is a certain waiting period on the results before you are allowed to go home. Once they figured out their error the next day, they sent some crazy woman who had no idea what she was doing to draw his blood. She refused, saying she wasn't comfortable drawing blood from infants, but that she was happy to take my blood. I told her that was not necessary, so she went to check with the nurses and they said no, it was just the baby they needed blood from. She came back in, relayed all this back to me, then totally forgot what she was doing and made me let her draw blood from me anyway! How she could not be able to draw his blood when this was clearly her job that she was supposed to be skilled at was beyond me. Then they had to find someone who was capable of drawing blood from an infant, which took another half a day for them to figure out. Meanwhile, no one ever came to clean the room after the baby was born. Right before I had to check out, someone came through with a mop and finally cleaned up the blood that had been all over the floor for two days. It was so disgusting and they kept saying someone would come clean up but they never did, meanwhile I am having guests walk through it all to come see me and the baby.

Finally they sent the baby to the NCIU because I was being forced to check out and they had to stick him somewhere for the remaining 1 1/2 days of waiting that should have never happened in the first place. We had to make extra arrangements to stay longer and be set up in the parent's room attached to the NCIU. In the end, I am responsible for the expenses of the extra time we had to spend at the hospital, even though it was due to errors caused by the hospital. So not only do I have to may extra money for someone else's mistakes, no one will even work with us to set up a payment plan that is reasonable!Desired Settlement: I would like to be able to work out a payment plan that works for everyone. I also feel that there should be some type of adjustment to the bill for the mix ups at the hospital causing me to be billed for an extra night.

Business

Response:

Revdex.com of Wisconsin

July 12 2013

RE: Aurora Health Care complaint [redacted]

Revdex.com,

We have attempted to reach [redacted] by phone but unfortunately have been unable to do so. The attached letter has been sent acknowledging her concern and asking her to contact us if we can still offer our assistance but without any contact thus far, we respectfully consider this matter to be resolved.

Review: On 1/14/2016 I was seen by [redacted] at the Aurora Health Care Clinic in Whitefish Bay. I had an acne type/black head cyst on my back that I could not reach. I asked him if he could take care of it. He did. He used a scalpel, it took about 5 minutes. I was surprised to receive a bill for this procedure for [redacted]. On the bill it was called outpatient surgery. At no time was I informed of what this would cost nor that it would be considered surgery. I complained to Dr. Olson and to Aurora billing and both replied that there is nothing they can do.

I did not leave that office thinking that I had surgery. There was no anesthetic and no stitches. Just a normal band aid with some gauze.

I am asking for this bill to be reduced to the cost of a normal Dr. visit which is what I was expecting and had no reason to expect otherwise.Desired Settlement: I request that the billing be reduced to a normal Dr. Visit and that the procedure code to be changed to something other that what it is currently. Presumably surgery.

Review: Starting with the 4/28/2015 for my wife [redacted], Aurora is attempting to collect a $30 amount from a $359 bill for a date of service 7/2/2014. The insurance EOB indicates a $20 copay for this total bill which has been paid and listed on the Aurora statement. This has been explained to Aurora both in writing and by phone when they called to collect this amount. I told them to place it in dispute but they continue to send bills for this service which is almost a year old. My guess is they failed to provide the correct information to the insurance company in a timely manner but this is not my problem. I have copies of the Aurora statement, Anthem EOB, and letters written about this. I told them if I see an EOB that indicates I owe the #30, it will be paid.Desired Settlement: Aurora to correct their error and adjust the statement.

Business

Response:

Revdex.com of Wisconsin

July 8 2015

RE: Aurora Health Care complaint [redacted]

Revdex.com,

In his complaint [redacted] says after his wife [redacted]'s visit to Aurora, they received an Explanation of Benefits (EOB) from their insurance indicating a $20 patient responsibility for her office visit. The $20 was a copay amount assessed by their insurance which they did pay but the $30 billed is a separate charge billed for a separate service that same day and this is where the dispute arises.

We have spoken with [redacted] and attempted to explain to him that the second service billed visit had a $30 charge that their insurance denied. As a result the charge was then billed to them but he rejected that explanation. [redacted] insists that the EOB only indicated a $20 responsibility and unless he has an EOB indicating they owe the $30 they won't pay it. He also refused to contact their insurance to verify the $30 billed is accurate. Since the insurance provides the EOB and he won't take the step of contacting them, there is no further action we can take on this matter. The balance will remain as is and there is also a risk of it being placed with an external collection agency if it remains unpaid but [redacted] ended the conversation before that information was shared with him.

Having presented the information above we now respectfully ask for this complaint to be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]

Regards,

As Aurora continued to say the same thing over and over again apparently expecting different results with no new information, I said we are done. The Aurora statement shows charges of 299 and 30 which has been paid by insurance and copay. A balance of 30 shows with no corresponding charge so it appears to be fabricated to enhance their revenue. The Anthem EOB shows the 299, 30, and 30 with the EOB form completed on 7/14/2014, about a year ago.Aurora first billed this extra amount to us on 4/28/15. If there was a problem why was I not properly billed in August of last year or why did they not contact the insurance company to resolve what they see as an error? Since the complaint is about billing and not insurance, I contacted Revdex.com. Is there some other agency to contact that oversees Wisconsin heath care providers?Aurora has spent more than the balance and wasted my time on a year old charge.

Business

Response:

Revdex.com of Wisconsin

July 14 2015

RE: Aurora Health care complaint [redacted]

Revdex.com personnel,

We are aware that [redacted] has rejected our response to his complaint but our position remains unchanged.

It has already been stated that there is mutual agreement between Aurora and [redacted] that his wife's office visit charge is not in question; their insurance processed the claim and they paid their portion. The second service charged that day was denied by his insurance and thus he and his wife were billed for it. [redacted] still has the option of contacting his insurance himself to verify this information but simply refuses to do so. As such, we again respectfully ask for the Revdex.com to close this complaint as there is no further action or option for Aurora to take on this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]Below is what I received from Anthem which agrees with what I have been indicating since the first misbilling:Message Subject: Complaints

Review: Date of Service: April 17th, 2014

Account ID: [redacted] I received medical services at the Aurora Urgent Care facility in Milwaukee located at: Address: 946 N Van Buren St, Milwaukee, WI 53202

Phone:(414) 276-4242 while in town for work. At the time of service - I was a CA resident on Medi-Cal insurance. I was not advised of the cost of services as an out of state patient nor was there any communication about the process of billing out of state insurance at the time of service. Since then - I have received a flood of bills for various services. They don't always match up. I've contacted the billing dept to advise them of the proper insurance billing procedure for submitting out of state billing and have even provided them with contact information for out of state billing for Medi-Cal. I have not received a full explanation statement of services - as requested numerous times. Payments have been sent and yet the bill never shows any payment/credit and the bill has been different each time - making it hard to pin down what the actual amount due and amount paid has been. They have threatened me with reporting this to a credit agency - even though I've been in contact with the billing department, have made payments AND have attempted to have them correctly bill the insurance company. I'm filing a dispute since I have no idea what services are being charged nor what credit has been given for bills paid. AND - on top of all that - I never even received a copy of what was done or a medical diagnosis even though I have requested this numerous times. I attempted to acquire my medical records multiple times from Aurora and have been given the run around on that and have never received them either!Desired Settlement: I would like the company to properly submit my bill to my insurance company so I can have the bill resolved. AND - once billing has been resolved - I would like ALL the money paid out of pocket to be refunded.

Business

Response:

Revdex.com of Wisconsin

December 24 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

Since receiving his complaint we've been unable to reach [redacted] by phone but we have the following update to provide.

As he stated, [redacted] lives in California and wants a claim sent to his insurance from his visit to our facility. Our records indicate we contacted his Medi-Cal insurance back in October and discovered it is Medicaid coverage for the sate of California. Unfortunately we are unable to bill Medicaid coverage for a state we do not provide service in and as a result, [redacted] would be responsible for the charges but we were able to extend a discount to him since his insurance couldn't be billed.

[redacted] says he has never received detailed billing information for his visit but we do have record that this information was provided to him twice in November via email and paper hardcopy. Lastly but perhaps most importantly, [redacted] has paid the majority of the balance. Only $130.90 remains from the initial $500 beginning balance and we have received payment as recently as the third of this month. If [redacted] satisfies the remaining $130.90 the account will be paid in full.

Please accept this information as our request to consider this complaint closed.

Review: Early in 2013, I sustained an injury and went to Aurora on multiple occasions for treatment. Somewhere throughout the process, I was billed multiple times for the same service/item. After battling for weeks via phone and e-mails, I was finally told by a [redacted] that Aurora would issue a refund for $210. She told this to me in an e-mail sent on 8/15/13. It is now March of 2014 and there has been no refund processed, over six months later. When I log into my Aurora account, I do see an amount listed as an "unapplied balance" of $123.52, which is a start but is obviously not the $210. I have written to Aurora numerous times now trying to figure out how to get this balance to be refunded (10/16/13, 1/28/14, and 1/29/14). On 10/18, I received a response stating that the unapplied balance would be issued to my insurance company, which is fine. I pay my insurance company so my portion would ultimately get back to me. On 1/29, I was told that I would need to jump through additional hoops to have the refund issued. My e-mail to Aurora on 1/29 went completely unanswered.

It took me WEEKS to get Aurora to acknowledge that there was an over-billing. And, now, I'm sick and tired of being lied to about this refund. I am owed $210 for a refund, per Aurora's own admission. I don't care whether the insurance gets the money from Aurora and then pays me or if Aurora pays me directly, but I want my refund issued by March 17th. That will allow for a full week to process my complaint.

If a refund is issued to my insurance company for the full $210, I need physical proof of that refund so that I can contact my insurance company for reimbursement.

This has been the worst billing issue I have had with any company ever.Desired Settlement: My desired outcome is the full refund being issued. I also want to know why my 1/29/14 secure message to Aurora went unanswered. I also want to know why it has been over 6 months now since I was told that a refund would be issued.

Business

Response:

Revdex.com of Wisconsin

Review: In March 2012, my husband went to this clinic for a Tetanus shot. He mistakenly gave his 2011 medical card and it was billed improperly. I received a bill for this service ($395) in the beginning of 2013. When I called and asked why it wasn't billed to our insurance, we updated all the insurance information with the correct info and it was supposed to be re-billed and taken care of. I have since received 8 consecutive months of bills that were followed up with phone calls to the insurance carrier who then would contact Aurora. Each time insurance told me that the clinic was billing it incorrectly- either the wrong ID #, diagnosis code, and most recently the wrong patient age. My insurance tells me every month I call that he was covered and the issue should be resolved pending the updated and correct submission by Aurora. This has yet to happen. Today I also received another bill and it has yet ANOTHER incorrect submission by Aurora for another date of service. After speaking with the insurance company, they told me they had incorrectly submitted the claim as an "out of network" provider and instead of correcting it, they stuck me with the bill. This is also another issue that is pending. Although it is with Aurora, it is with a different clinic.Desired Settlement: I do not want any settlement besides the correct action taken. The amount of time I have spent trying to get this matter resolved has now reached at least 15+ hours of phone time between the insurance company and calling Aurora. The Aurora billing office 800 # that is listed on my bill is of even less help. I have been EXTREMELY disappointed in the service I've received due to this issue.

Business

Response:

Revdex.com of Wisconsin

November 13 2013

RE: Aurora Health Care complaint [redacted]

Revdex.com,

Just before this complaint was received, the charges for the 3/20/12 doctor visit were adjusted off [redacted]'s account. Trisha was called and informed of the adjustment but she also said the $129 charge from an 11/8/12 visit was incorrect. According to their insurance, the 11/8/12 claim was sent incorrectly by Aurora and processed out of network. This resulted in the $129 patient deductible balance instead of a smaller copay amount.

We have already contacted [redacted]'s insurance previously regarding this visit but did so again today. The insurance has agreed to review the submitted claim for the 11/8/12 visit to ensure it was processed correctly; a process that may take approx. 30 days. In the meantime, [redacted] will not be held responsible for the $129 balance pending the insurance claim review. He was contacted and given this update and was receptive to the information.

Review: I was seeing my general practitioner due to some health issues. Some tests were coming back abnormal so the Dr. thought a particular test was in order. I have good insurance and my labs are always covered so I never considered the cost. No one warned me about the cost or about whether or not it is usually covered by insurance. I was simply sent to the lab to give blood. The test ended up being positive as the Dr suspected. Months later I open my bill to find that the cost of this one lab was 580 dollars and NOT covered by my insurance. My insurance company says that it is never covered. I feel that the provider or SOMEone should have let me know the expense of this test. I cannot imagine how often this must happen to people. I would have never agreed to have this test had someone warned me of the cost or the rarity of it being covered by insurance.Desired Settlement: I want someone to work with me on discounting this hefty charge and I want patients to be told when these kinds of tests aren't typically covered or if they are unusually high in cost. Again, this was mere one vile of blood.

Business

Response:

Consumer has been sent a consent to release information form.

Review: I was billed for anesthesia well over one year after I had a surgical procedure. I had my surgical procedure in September of 2014. In October of 2015 I received a bill requesting an 800.00 dollar payment toward the anesthesia.

According to Ms. [redacted], surgery coordinator at Aurora Healthcare, all fees are charged and to be paid in full before the surgery is performed. Hence, my payments were supposed to have covered the entire procedure, including the anesthesia.

The company that is billing me for anesthesia is Lakefront Billing Services, Inc., located at 4555 W. Schroeder Drive #170, Milwaukee, WI 53223. Since I fulfilled my end of the contract by paying in full the amount that I was charged by Aurora Healthcare East Mequon for the surgical procedure, I feel that Aurora Healthcare should be held responsible for paying Lakefront Billing Services for anesthesia.

Thank-you in advance for your assistance in helping me resolve this billing issue.

[redacted]Desired Settlement: Since I fulfilled my end of the contract by paying in full the amount that I was charged by Aurora Healthcare East Mequon for the surgical procedure, I feel that Aurora Healthcare should be held responsible for paying Lakefront Billing Services for anesthesia.

Business

Response:

Revdex.com of WisconsinFebruary 5 2016RE: Aurora Health Care complaint [redacted]Revdex.com personnel,We are aware of [redacted]'s complaint and have had previous contact with him regarding this matter.In October 2015 [redacted] called our office inquiring about this bill in question. While it is possible that the bill is a result of services received from Aurora, he was informed at that time that Aurora is not the entity who billed him and as such; we would be unable to assist him. [redacted] has not been billed from Aurora since July 2015 and has not had a balance after that time either. Since we are not seeking payment from him, we would once again refer [redacted] to contact the entity that is billing him to discuss his options.A call was placed to [redacted] today and a voicemail message was left for him; should he return our call this information will be shared with him again. There is no further action that Aurora can or would take on this matter so we respectfully consider this matter to be closed and ask you to do the same.

Review: Hello,

I set up monthly payments online with Aurora for a $1191 bill in June of 2013. The payment plan was accepted at $150 per month and was taken from my HSA account via direct withdrawal up until October of 2013. This is when Aurora decided to send my bill to collections. I then called Aurora and asked why and they said that I never called to set up a payment plan. I explained to them that I set it up online and it was accepted and a total of $600 had been taken from me already. They told me they would have someone contact me about it but nobody never did. I didn't receive anything regarding this bill until just recently (July 2014) from a collection agency. 9 months later, without a call or a bill or any kind of notice, they just sent it back to collections. I called again to ask why, and they told me that board had rejected it being removed from collections. I explained to them that I've always paid my bills and that this was affecting my credit score (dropped from 740 to 690). I also asked them why they were harassing someone who always pays their bills. Any debt I've ever had with Aurora has been paid or is in the process of being paid.

I believe this is clearly a mistake on their part and my credit score is suffering because of it. I have no dispute with the amount that owe, just the fact that it was sent to collections and I'm not getting a chance to make payments on it even though Aurora's website accepted a monthly payment plan from me. I don't understand how a business can get away with harassing customers that pay their bills. Please help me if you can.

Thank you for your time regarding this matter,

[redacted] J [redacted]Desired Settlement: I only ask that my bill be taken out of collections, and that I receive a chance to make payments.

Business

Response:

Revdex.com of Wisconsin

July 22 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com,

We have spoken to [redacted] regarding his complaint but unfortunately could not reach a resolution. [redacted] insists he established a $150 payment plan on Aurora's website but since he says he has already spoken to other individuals he refused to accept the attempted explanation of how he was placed with a collection agency.

Payment plans can only be established by speaking to a representative be it over the phone or in person. The website allows patients to submit a request but that is not an established plan and the monthly bill statement includes a message indicating the account is in past due status. In the event that an account is placed with a collection agency, we can no longer offer to accept payment or make arrangements; all activity is then handled by the agency itself but there is still no impact to credit if payment or arrangements are made within the first 30days of placement.

[redacted] indicated his refusal to contact or pay an agency and by doing so he has eliminated any possibility of arrangements that may still be available. It is also worth noting that even though he believes the payment arrangement was set at $150 monthly, our records indicate that we often received a lesser payment amount so even if a payment plan had been established, it is likely the plan would have been voided since $150 was not received consistently.

Please accept this notification as our attempt to resolve his complaint.

Consumer

Response:

Review: Payment arrangements are very confusing. Aurora called me and I agreed to a monthly payment of $75.00. We never missed a payment. I was put into collections. Aurora states that I never called back to make an arrangement and that unless that was done I was not on a payment plan and was put into collections. When we became aware of the collections for the remaining amount of $205 we made that payment immediately and still had our credit ruined from Aurora. It states paid in full, but has ruined our rating. We at no point missed a payment and this is how Aurora deals with their customers. Very unfriendly, unclear, and most of all not taking any responsibility for their miss communications. All communications was put back on me. Why did they not question the fact that a payment was being made monthly and why would you put this client into collections for it??Desired Settlement: I would like the Aurora collection taken off our credit score. Aurora will say its not possible, but it is. We all know that a mistake was made and it should be removed.

Business

Response:

Revdex.com of Wisconsin