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Aurora Health Care, Inc.

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Reviews Hospitals, Pharmacy, Clinic Aurora Health Care, Inc.

Aurora Health Care, Inc. Reviews (185)

The Aurora Facebook page claims that "At Aurora Health Care, we treat each person as a person, not as a patient, an illness or an appointment". That has not been my experience at all. At best I am a file, and in fact I feel more like a victim of a massive, inefficient, ineffective and thoughtless bureaucracy.
I saw the doctor yesterday and said I had severe pain (I'll spare you the details...). She gave me a prescription. We agreed that it would go to the local pharmacy rather than to my mail order provider ExpressScripts. When I got home I saw that it has been sent to ExpressScripts. First phone call to Aurora - the usual runaround: "We'll send the message back there...". Several hours later nothing had happened so I called again: "well, they are slammed back there". Finally one of the two gets called in. The other I just decide to buy out of pocket - no discount but it was only $22. The other one, I find out, requires "Prior Authorization".
Here is where the two bureaucracies start pointing fingers at each other, leaving the patient victim in the lurch. First, Aurora says "well, [redacted] has to send us the phone number for the preapproval" (Express Scripts is the largest PBM in the US - hello, Aurora, you don't have their phone number?). Then they get the phone number that same afternoon, and nothing happens.
So this morning I call Aurora: "OK, I'll send a message to the back". Several hours later I call Express Scripts. No word from Aurora, but surprisingly, the woman on the phone offers to call Aurora to get the preauthorization. But when she gets Aurora on the phone, they say "we have someone who handles that, and we've sent it to her - she'll get to it, probably next Monday or Tuesday" (that's 4-5 days from when this prescription for pain was issued). I went to Aurora (Twin Lakes) myself. Doctor is not in (she had told me that). Her nurse is not in. Another nurse is there, but there's nothing to be done - the department who handles preauthorizations has the matter, and will get to it sometime next week. In the meantime, I guess the message to me, the patient requiring pain medication, is "tough it out". Really terrible.
I already know how despicably awful insurance companies like ESI are, but I would like my doctor to be my ally and advocate in fighting and navigating that horrible system - and not a matching, mindless and non-caring bureaucracy.

Review: My son [redacted] was seen at the Er Aurora health care center in Oshkosh on January 23/15 for taking too much Benadryll,he was not feeling well.They did do blood work and said he was going to be alright.Then they released him. Now I received a bill for 2,457 so I'm like ok my son must of not told them we have insurance.So frist called Aurora and asked them if they receive my insurance info and they had said no so I give them my info and waited to see what my insurance was going to pay toward this bill. I recive a letter stating they are not coving any of this bill and I'm like wow why? So I called Humana and they said they are not covering this bill because they don't cover physicals under some kind of codes they have threw their company.so I ask them what codes are that to explain what Aurora has done that evening they said he had a physical done or this was some kind of work related issue.Which is wrong I told them my son was not seen for a physical or anything related to the codes they put in for what my son was being seen for.Humana called and told their reason codes are wrong please submit different codes for what he was really treated for and they will review it again. Nothing was done I keep getting calls about the bill and tell that the bill is wrong and they need to change codes and put the right codes for my insurance company to pay it or at least review what my son was really being treated for.I do know this my did not go into a ER for a physical.We have a family Dr. For that. So please help me figure out why they lie what happen that evening.please stop the phone call to. I know I owe a portion of the bill but not all of it because Aurora can't get their codes right something going on.Desired Settlement: I just want the proper codes in for what my son was really treated for that evening.If there is something else I can do then I don't mind the advice. Thank you [redacted]

Business

Response:

Revdex.com of Wisconsin

Review: I made an appointment for my wife for her yearly phyical which my health insurance pays for at 100%. I asked for nothing more and nothing less just do what my health insurance pays for. We have had this done for 5 years with out a problem. This time they did a blood draw and lab that was not covered and not asked for. I am being charged $45.34.Desired Settlement: I ask that I not be charged for procedures that I did not ask for

Business

Response:

Revdex.com of Wisconsin

Double billed for procedure I had done. Said I was at the hospital and had a procedure on a day I wasn't even there, and the doctor insisted I had both hips injected which I did not. He mixed me up with someone else and even examined the wrong side when I did the follow up. They took it off the bill, I was paid in full on all accounts according to the customer service rep. My payment and the billing crossed between the internet and mail. One month later, they billed me and my insurance company again, and again, double billed the procedure after it was taken care of by their customer service person. When I complained, they sent old bills from the previous year that were paid in full to collection after I complained about the quadruple billing!!! Needless to say, they rip everyone off on billing and the insurance companies too. I am so glad my insurance finally offered another alternative to Aurora. I left there as soon as I found out. This is not the first time I have had issues with their billing procedures over the last 5 or 6 years. Their hospital and Doctor records are also a mess.

Review: I had a apointment with my Docter in January 20015 for a check up. The docter sent me to a foot Docter for a check up as I had the start of diabetes He found a good pulse and all was well.He ended up trimming my toe nails.that toke two minutes I was billed 108 dollars. Medicare and my other insurance did not pay. I am a disabled senior.I had onset diabeties high cholestrol and ended getting a stent in my heart. There was no medical reason to get my nails cut.I have done them all my life and continue to do them now,I feel I was taken advantage of and way overcharged as well.I had trusted my health care provider and this was a mistake/I had called them back in May I have talked to them at least eight times with no results.I asked to speak to a superviser and was told there is no point as they would not do anything.I went to Burlington hospital and talked to a person that is supposed to handle complaints with no results.I can say I was not treated well at all.Desired Settlement: I really fell that this charge should be dropped

Business

Response:

Revdex.com of WisconsinSeptember 30 2015RE: Aurora Health Care complaint [redacted]Revdex.com personnel,As he stated in his complaint, [redacted] has contacted our office several times regarding the $108 charge for the cutting of his toenails and we have consistently informed him that it is a valid charge for services that were performed. That response still holds true for this complaint as well.It must be pointed out that [redacted] has not yet been billed $108 from Aurora but he has received his Explanation of Benefits from his insurance indicating they denied the charge and he can be billed for it. On a prior call to our office regarding this concern we conducted a review of his visit and based on the information contained in [redacted]'s medical record, the initial physician was very specific with her concerns for the condition of [redacted]'s feet and thus gave the referral [redacted] mentioned. The podiatrist also noted concerns with [redacted]'s feet and proceeded to cut his toenails to help address those concerns.Nail debridement is not a service that is covered by Medicare and [redacted]'s second insurance also didn't provide any benefit; this is likely how and why they informed him the $108 charge will be his responsibility to pay. Once that charge is billed to him we will be happy to work with [redacted] on an arrangement to allow him to pay the balance over time if needed.Please accept this response to his complaint and our respectful request to close this complaint.

Consumer

Response:

Review: I was recently in the pharmacy location at [redacted]. I was treated very poorly by the pharmacist on duty. Her name was [redacted]. I was dropping off prescriptions to be filled for my spouse. She greeted me at the counter and took the prescriptions. While walking away from me she asked if my husband was a regular customer of the pharmacy. I stated that he was. As she walked even farther away from me, she said something but I was unable to hear her to due the distance between us. I walked down towards her and said "I'm sorry." She said "I don't think so." I did not understood what she meant. So I asked her to explain. She stated that I had told her my husband was a regular customer of the pharmacy and she showed a print out showing he had only one prescription filled there in the past. I reassured her that we have had prescriptions filled there, maybe not these particular ones but we lived right down the street and this was a pharmacy that we had used previously. She continued to argue with me back and forth regarding this. I asked her why this mattered. She stated that she needed more information. I said okay - I was dropping them off and I also informed her that all of his physicians and medications had only been through Aurora so everything should be in the system. She was very sarcasstic and rude. She said it would take her some time to get in contact with the doctors. I asked her why she wouldn't be able to locate the information needed in the system. I asked to speak to a supervisor. She said that she was the supervisor. I asked to speak to her boss. She handed me a bag with a 800 number on the outside. I told her I was going to file a complaint and would no longer do business with them. I left the store at that time. I went to my car and called the 800 number leaving a message for a customer service representative. I returned to the store and calmly stated that I understood that she was having a bad day but I was not going to let that inconvenience me because she did not want to do her job. I stated again that I wanted to drop the prescriptions off to be filled. She stated that she refused service to me and asked that I leave quietly before she called security and the police. She proceeded to call security leaving them a voicemail stating that I was irate and frailing across the counters, demanding service; all of which is completely untrue. I left the premises and took my business elsewhere. This situation was unneccessary. I left that store feeling violated as if I were some sort of drug seeking criminal. Whether or not my husband was a regular customer or not, should not have made a difference. I was not demanded of the prescriptions at that very moment. I clearly stated that I was dropping them off to be filled. I was in no rush. I did not refuse her the opportunity to get the information that she needed. I simply did not understand her accusatory demanor and her need to argue as to how many prescriptions he has had filled in the past. I am a customer and should be treated with respect and courteousy. I was not.Desired Settlement: I want an official apology from the pharmacist for her inexcusable behavior and poor customer service skills. I also want this individual to be reprimanded for her actions. She could benefit from sensitivity training.

Business

Response:

Revdex.com of Wisconsin

Review: Aurora has sent my account to collections, while attempting to bill my insurance company twice for the same visit-for which they were already paid. Then suddenly a charge from 2008 showed up on my statement-for which there is no explanation. My insurance company attempted to resolve this issue with Aurora, to no avail, all Aurora did was send my account to collections, when they told my insurance company"they would look into the matter". I made payments against my account for the undisputed charges and requested a new statement reflecting the charges aurora claimed were owed, which was never received.

Due to these errors and lack of response to both my requests and my insurance company( and based on other complaints against Aurora though the Revdex.com, I have a strong suspicion that there are potentially fraudulent billing practices and serious errors being made in the billing &collections office at Aurora.

The billing issues were so bad, I chose to find new doctors outside of the Aurora network. Those doctors offices have had NO issues billing the same insurance company correctly & accurately.Desired Settlement: I want a thorough research of all the charges and back up proving that the insurance company was billed & responded and I want the proof in writing. I want charges that are proven to be duplicated, to be removed from my account. I want a new statement of account reflecting the correct charges. I want my account taken OUT of collections and a letter sent to the 3 consumer credit agencies stating that my account was sent to collections IN ERROR. I want documentation sent to me that all of this has been completed, so I can double check to make sure it has happened. I also want a letter from Aurora's CFO and Billing & collections manager apologizing for the errors and a firm commitment that billing errors & collection practices have been remedied. I am prepared to send my concerns about the billing practices to the State Atty General's office, since these issues seem to be a common practice.

Business

Response:

Revdex.com of Wisconsin

January 13 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

Since receiving [redacted]'s complaint a review of her account has been conducted and we have discovered that we did in fact make an error in the billing of her 1/4/10 doctor visit. As a result [redacted] was billed $326; an amount that was eventually sent to a third party collection agency and was placed on her credit. We sincerely apologize for our mistake but have also begun correcting it.

We have contacted the collection agency and asked them to remove [redacted]'s account from their records. [redacted]'s credit will also be updated for the removal of this balance but a minimum of 30 days will be needed before the update is reflected. We have also attempted to reach [redacted] by phone and she has responded by leaving a return voicemail message but due to her work schedule we have not successfully connected with her. Despite this, there is no further action needed or required on her part.

We again sincerely apologize for our error and ask for this matter to be resolved with the knowledge that Aurora has taken the necessary action to address the concern.

Review: I called Aurora Urgent Care on 7/27/12 and asked how much they would charge to see me for lower back pain. The woman told me that the price would be $145, as long as I did not need any x-rays, IV's or lab work. Of the $145 charge, $100 was due at the time of service, and the remainder would be billed. I did not need any additional care, I was issued a prescription for pain relievers and was on my way. In October of 2012, I received a bill for an additional $143.10 for date of service 7/27/12. I immediately contacted the billing office to resolve the issue. [redacted], at the billing office informed me that she would resubmit the charge to coding and get back to me. In December, I received another bill for the same amount. Again, I called [redacted]. She told me to contact [redacted] or [redacted] at their DePere location to resolve the mistake. [redacted] informed me that she would submit the charge to coding with more notes and would get back to me. Again, I heard nothing back, but eventually received a bill from Alliance Collections for the $143.10. I called [redacted] and she informed me that they were still looking into my account, but that it would be very difficult for her to get back out of collections. Since then, I have had a man named [redacted] calling me and quite literally harassing me on a weekly basis and I keep trying to tell him that I am waiting on a billing dispute. I have called [redacted] multiple times and she informed me that the coding department was still reviewing my account. She also informed me that there was a woman working for them at that time who was providing quoted over the phone for services that she was not authorized to release. These quotes were not accurate and they have addressed that issue, she is really sorry that I got caught up in this mess. [redacted] continues to call me and harass me so I called [redacted] last week and she informed me that they have made their final decision. I owe the full amount of $143.10, regardless of the price that I was quoted for the service. I am shocked. We had an agreement for service and they did not honor that agreement. I am paying the $143.10 this week, regardless of the dispute because I cannot afford the continued damage to my credit rating.Desired Settlement: I would like a refund of the $98.10 that I overpaid for my services. I would also like a letter of apology from both the Aurora billing department and [redacted] at Alliance Collections for the harassment I have endured over this dispute. My claim would be resolved with a simple refund, however, I feel that I have been inconvenienced a great deal to simply pay what I owe, that some form of apology does seem appropriate.

Business

Response:

Revdex.com of Wisconsin

Review: In April requested 150.00 overpayment to be refunded. At time of request had no outstanding debts with Aurora. Called July 10th to find out what happend to the refund and person at extension 4000 said it had been sent to insurance and that insurance had called to see what it was for. Services 3/22/2011 were from a car accident covered by our auto insurance. The rep said the money should have come back to me and she would investigate and I was to call her back but the ck should have not gone anywhere but back to me. I gave them 4 days and called back and spoke to [redacted] in the billing dept. He proceeded to try to cya and tell me that no refunds are guaranteed even though the prior rep had already informed me the refund was due to me and not sent to me but to an insurance company. I received a billing for this from them after the 1st inquiry on the 10th of July about this and it stated, no balance, refund sent to insurance of my overpayment. [redacted] proceeded to double talk me and did not in any way attempt to resolve this matter to my satisfaction. I did not have a bill with Aurora at the time this was requested and the 1st agent informed me if an overpayment is for a specific bill they cannot apply it to anything else without my permission. They did not apply it to anything, they did not send it back to me, they will not send me my overpayment and thus this complaint. The 1st agent, [redacted], stated the refund should have been sent to me in the amount of 155.04. On 4/19/2013 it was sent to insurance. The 2nd rep, [redacted] that I spoke to refused to do anything to resolve the matter his statements also were conflicting to those previously stated by the 1st representative that the money should have gone nowhere but to me. It is 3 months later and no ck, no resolution. I am currently enrolled in an assitance program Helping Hands with Aurora for any future bills and they did not have permission to do anything with my money other than refund it to me.Desired Settlement: I am demanding my refund immediately upon receipt of this complaint of my overpayments of $155.04 with interest per mo added as they would charge us if we owed them. This was their mistake per their own admission and should have been sent to me no one else.

Business

Response:

Revdex.com of Wisconsin

July 24 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: We received a couple bills from Aurora and we waited for 2 months for insurance to pay their portion, then we made a payment on 12/22/15, on 1/12/16 they turned a portion of the bill over to collections without any notice to us. Since when do you have to set up a payment plan before sending a partial payment?

We fully intended on making monthly installments to the hospital, but now they have written it off less than 120 after my surgery...Desired Settlement: I would like to set up a payment plan for the entire ~$3100 bill with the hospital, and I would also like to know why a portion of it was turned over to collections and not all of it at one time? I do not want any negative items on my credit report due to this.

We only received three statements form Aurora and as soon as insurance was settled we started making payments...

There was no communication at all and only the standard fine print on the bottom of a statement saying anything about collections.

Business

Response:

Consumer has been sent a consent to release information form.

Consumer

Response:

After making consistent payments on a a large bill my insurance did not cover I contacted Aurora billing to find out why my last payment was not showing up on my payment history. The billing department was rude, sarcastic and would not even attempt to explain to me what was going on. This is how you treat the patients who in good faith make payments!!!!!! I was treated like I was a lunatic who was wasting their time. My payment was never credited to my account and they will not post it. I feel that they stole from me and will not give me an explanation because they know they are wrong.

Review: I visited Aurora Urgent Care clinic on 8/31/15. I was informed by my insurance company that they were billed for an office visit vs an urgent care visit. This changed the visit from a $50 dollar copay to a $200 office visit. When asked to resubmit a corrected bill they refused stating that legally they cannot bill as an urgent care. How can they offer urgent care services if they cannot legally bill as an urgent care? I now have to appeal my insurane company to attempt to get the billing right through no fault of the insurance company.Desired Settlement: Change the billing to the amount I would be billed as an urgent care by my insurance provider and remove all references to urgent care off the building and signs since they do not legally meet the requirements.

Business

Response:

Revdex.com of WisconsinOctober 23 2015RE: Aurora Health Care complaint [redacted]Revdex.com,We have contacted [redacted] to address his concern and wanted to provide an update.To quickly recap, [redacted] went to our DePere clinic for an urgent care visit and his benefits would leave him with a $50 co-pay responsibility if the visit is billed to his insurance as urgent care. [redacted] paid $50 upon arrival but the visit was billed as an office visit instead of an urgent care visit and his insurance assessed the charge to his deductible.The medical definition of an urgent care facility is defined as:"Location, distinct from a hospital emergency room, an office, or a clinic, whose purpose is to diagnose and treat illness or injury for unscheduled, ambulatory patients seeking immediate medical attention" The facility [redacted] went to does provide the services mentioned above but that facility also has patients with scheduled appointments. Due to those appointments, that facility does not meet the definition of urgent care so it legally cannot bill as such to an insurance company. Signage is present at the clinic to inform patients of the billing process and [redacted] has now been informed of this as well.To help resolve this issue, we have sent additional records to his insurance to reconsider the claim and [redacted] indicated he filed his own appeal also. The balance will remain while we wait for a response from his insurance but we will take no collection activity against his account. At this time there is no further action needed from [redacted] and we will follow up with him when his insurance does respond. He was in agreement with this course of action so please accept this response to his concern.

Review: I have had an outstanding balance with aurora for 6 months. I have faithfully paid every month and sometimes twice a month on my bill. I have always paid $50.00 or more a month. I have never missed a payment. Recently,I received a bill from a collection agency for my remaining balance with Aurora Healthcare. I called Aurora and inquired as to why they would send a paying patient to collections as I had again, never missed a payment. I was told that due to never making an official " payment arrangement" the computer had automatically sent my balance over. I spoke to two billing employees and a billing supervisor re this issue. The supervisor looked into pulling my bill out but two weeks later stated that it couldn't be done. I am outraged at the lack of customer service and communication.Desired Settlement: I would like Aurora to pull my balance out of collections as I feel it should never have ended up there to begin with. I have all my canceled checks and bills to back up my statements.

Business

Response:

Revdex.com of Wisconsin

June 17 2015

RE: Aurora Health Care complaint [redacted]

Revdex.com,

[redacted] has been contacted regarding her complaint and though the conversation was productive she was unsatisfied with the information given to her.

As stated in her complaint, [redacted] had a balance with Aurora that she was making payment on each month and because of this [redacted] assumed the account would remain in good standing but she was placed with a third party collection agency. She was informed that once a balance has been billed it will continue to be billed for four to six consecutive months but at that time, any unpaid amount is subject to be sent to collections. The only way to prevent this is to establish a payment plan.

A payment plan is a formal agreement between Aurora and a patient where the entire balance is split into interest free monthly payment. The amount of the payment is based on the size of the balance and other factors but once the plan is set up, the account will not be sent to collections as long as the agreement is maintained. [redacted] acknowledged not contacting us despite messages on the bill indicating a past due status and warnings of collection placement if she failed to do so. She was also informed that there is no impact to her credit if the balance is paid or arrangements are made with the collection agency but regrettably, she refused to do so.

Since there was no Aurora error in the billing for [redacted]'s account there is no further action that we would take on this matter. Please accept this response as a respectful request to close this complaint.

Review: My family has 5 accounts within the Aurora Healthcare system. Some time ago, Aurora decided to switch over to one computer system (again) and in the process streamline the billing system along with that. That sounds great. However, they WITHOUT WARNING took away the ability to pay my bills online. I have a payment arrangement set up, and always pay my bill on the first of the month when my husband gets paid. Last month (November) I had to "Pay for another person" because it would not allow me to pay on 4 accounts any other way. This month (in December) all the accounts are removed except for the Epic account and I cannot pay online.

IF they were planning to do this, common sense and courtesy would mandate that they notify each person with an account and notify them of these proposed changes to how they pay their bill, not do it in the sly. Today is December 15, and just now I phoned the customer service number, because my checks have not cleared my bank account. He said they posted on the 11th. I mailed them on December 1st. The man also told me that 3 of the 4 accounts that I paid on line are being turned over to another company. I have had no assurance that this other company will honor my payment arrangement.Desired Settlement: My settlement is that this company thinks a little more about the people they are dealing with instead of doing this kind of thing. This is just wrong. I work hard to keep my account up to date, and the fact that it took 11 days for my payments to post is just unacceptable. Had I known, I could have been been prepared to make a payment by mail. and I could have known to send the payment 2 weeks in advance.

I also want to be assured that the company taking over 3 of my family's accounts will honor the payment arrangement in place.

Business

Response:

Revdex.com of Wisconsin

December 18 2014

RE: Aurora Health care complaint [redacted]

Revdex.com,

We have spoken to [redacted] regarding her concerns and this matter has been successfully addressed.

As [redacted] stated Aurora has several billing systems currently in use and she has arrangements for herself and/or other family members to pay accounts in multiple systems. Since Aurora is in the final stages of moving all billing activity into one system, the two older billing systems are being phased out and will no longer be used.

Specifically for patients like [redacted] who are still paying balances in the older systems, those payments can no longer be made online via Aurora's website or phone system. Attempts were made to contact patients who would be impacted and as the accounts transition to our partner company, there will be additional attempts made to contact the patients and inform them of the changes taking place. While it is true that payment for accounts in the older systems can no longer be made through Aurora's website, it must be stated that all arrangements that were previously established will still be honored. We have just simply reached a point that Aurora has given the responsibility of managing the payment activity to another party.

Though she was still upset over how the changes were implemented [redacted] was receptive to the explanation given. Please accept this notice as resolution of her complaint.

Consumer

Response:

Went to my sons check up appt. The receptionist asked for my insurance card which I gave her she didn't know what she was doing so it took longer than the 5 minute check in time. To make a long story short they told me I had to reschedule my appt for being late which wasn't the case it just took this lady an half hour to check me in!! Customer service sucks so I took my kids to another doctor!! They laughed at me! I have never in my life been treated so poorly

Review: I went to the Menomonee Falls Aurora clinic as a new patient for a tetanus shot. They asked if I wanted a physical and I said no, just the tetanus shot. My insurance will completely cover my shot. I then got billed for my visit, a "medical examination" with a diagnosis of "dysmenorrhea" plus my tetanus shot. After months of going back and forth with the coding/billing department requesting this mistake be corrected, the physician office told me it could not be corrected and they could forward my issue onto the patient advocate contact at Aurora. The patient advocate person credited $50 to my bill as a "one-time courtesy" but nobody seems to care that I am being charged for an exam I didn't have and a diagnosis I didn't receive. I paid the bill so my credit wouldn't get worse, but I refuse to pay for this exam. I've talked to many people at Aurora and am always directed to someone else until I was finally told that there was "nothing else they could do."Desired Settlement: I would like the physician's office, Dr. [redacted]'s office, to acknowledge that they made a mistake and apologize for treating a new patient so terribly. I would also like my money ($150) refunded.

Business

Response:

Revdex.com of Wisconsin

Review: I have had a payment agreement with Aurora Health Care to pay $75.00 per month, which I have done. Aurora still sent me to collections, with AmeriCollect, even though I was paying as agreed. The customer service person I spoke with said my payment agreement did not include all charges, even though I have only one account with them. Aurora also did not apply my payments to the oldest dates of service first, resulting in more recent charges being paid before older charges, and the oldest charges becoming delinquent, even though I was sending them money every month. When the older charges went without payments posted to them, I was sent to collections. This is very unprofessional bookkeeping at best, to not apply payments to the oldest charge first, resulting in being sent to collections when they show that I was paying $75.00 per month as agreed. I only have one account number with them, so why my payment plan didn't cover all charges is beyond me, and I have worked as a medical payment poster for over 5 years. What kind of business doesn't keep all charges under one account number? They said it was my responsibility to call them, and I did call them. TO SET UP A PAYMENT PLAN, which they agreed to.Desired Settlement: Include all my charges under my single account number, post my monthly payments to the oldest charges first, and retract any submissions to any collection agencies and retract any submissions to my credit report. I am about to apply for a mortgage and if this charge shows up on my credit report, I will take further action.

Business

Response:

Revdex.com of Wisconsin

February 28 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com,

We have attempted to reach [redacted] regarding her complaint but have been unable to do so. The attached letter has been mailed to her and a review of her account was also completed to better understand her concerns.

[redacted] is paying her balance in monthly $75 increments as agreed but she had new charges from recent doctor visits that were added to the overall account balance. New charges aren't automatically added to an existing payment; the patient must request new charges to be added and there is a message on the bill statement with those instructions. Bills were sent for six consecutive months informing [redacted] of the new charges before being placed in collections February 10 2014. Once an amount has been placed with collections all payments and or arrangements must be facilitated by the agency but if the balance is paid or arrangements are made in the first thirty days, there will be no impact to [redacted]'s credit. We encourage [redacted] to take this step since she expressed concern with her credit being affected.

Please accept this information as a resolution to this matter.

Review: On 7/11/2012 I saw Dr. [redacted] at Aurora Neuropsychology Center

([redacted]). The

visit should have been billed to my insurance as a simple office visit

which would have resulted in a $30 co-pay according to my mental health

benefits. Instead, the visit was billed as being an inpatient hospital

visit and my benefits were applied differently because of this mistaken

billing location. I was invoiced $100.53 which was an amount put against

my yearly deductible. Over the last nearly 15 months I have spoken with at

least 30 different representatives regarding this issue. Most recently,

[redacted], a “Patient Contact Center” manager took ownership of

this. She admitted the billing of this visit should have indeed been

billed as the simple office visit it was, against my mental health

benefits through my insurance company which would result in a $30 copay.

[redacted] said there was a software bug in that clinic’s operating system

which – because a hospital was nearby – was causing my visit to be sent

through with a location code of the hospital instead of the unaffiliated

clinic I visited. [redacted] said she would stop the sending of statements to

me while they worked internally to correct the problem and have it billed

correctly, again resulting in the $30 copay. It had been several months

since [redacted] contacted me, so recently I indicated to [redacted] that the time

it was taking to resolve this was unacceptable and that at this point, I

think it would be fair for Aurora to just write-off this visit due to the

inconvenience. Instead, out of the blue, I have received a new statement

in the mail that demands payment of $284 for the visit.Desired Settlement: Aurora should write off this visit and accept responsibility for its awful handling of this matter. No billing matter should take 15 months to resolve, and in my case 15 months didn't even result in a correct resolution. It resulted in a malicious resolution. Aurora should send me a new statement indicating the amount due is $0.

Business

Response:

[redacted]’s concerns were regarding a date of service 7/12/12 that were not paid by insurance. I have been working with [redacted] and our internal follow up departments for quite some time to get this claim paid. The original problem was that the place of service was incorrect on the claim sent to the insurance company. This has since been corrected and payment has been received and Aurora did write off the $30.00 copay assessed by the insurance company because of the inconvenience caused to [redacted] during this process. The insurance payment and write off were just done on 10/19/13 and he now has a zero balance for this service.

I did call [redacted] with the above information on 10.24/13 and apologized for the inconvenience and he appreciated the follow up and resolution.

This is now a resolved issue.

After surgery on my ankle, I had a $4200 balance because of my deductible. It took months for my insurance to pay the other charges, so I was told not to pay anything until my insurance paid. After about 4 month of going back and forth with Aurora and BCBS, I finally worked our a payment plan for $100 a month. 2 days after I made my 1st payment, I received a collection notice for about $300. Apparently the anasthesiogist bills separately. I got the run around for hours and apparently, that means I have to come up with an extra $300 this month, and not sure if my credit score will be affected by their incompetence. No one I spoke with gave a care, and even the top administrator said it was out of her hands. Do not go to Aurora health care, find another hospital or urgent care, because you probably will get told one thing, and when they make a mistake, they won't do anything to fix it

Review: The billing dept. at Aurora Health Care is horribly disorganized. They bill for recent services, and months later bill for services provided several months previous. When I disputed a charge and had no record of the charge, I asked for a complete detailed billing statement, which they did not provide. They also sent a couple of charges to collection agencies without providing details of the charges. A call to the collection agency asking for this information also did not provide me with the proper information. After many months of failing to get results from them, I paid these bills in order to get them off my back.Desired Settlement: I want Aurora Health Care to correct the information with the credit bureaus, Equifax, Experian, and TransUnion. Aurora's incompetence in their billing operations has put a stain on my credit report.

Business

Response:

Revdex.com of Wisconsin

February 27 2015

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

From the limited information available, it appears [redacted] may not be aware that our billing system attempts to apply payment to the oldest date of service first so a payment may not be applied as intended. We also attempt to not bill a patient until a claim has been processed by their insurance first so depending on how long that takes, it's possible that specific visits or charges may not be billed in the sequence they occurred in.

Unfortunately we have been unable to reach [redacted] to discuss her concerns in greater detail so the attached letter has been sent to her. Please accept this feedback as a resolution to her complaint.

Consumer

Response:

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Description: Clinics, Hospitals, Pharmacies

Address: 750 W Virginia St, Milwaukee, Wisconsin, United States, 53204

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