Centegra Health System

Ms [redacted] Thank you for bringing your complaint to our attention We are reviewing the accounts of your father His accounts have been removed from collections and claims have been sent to Medicare for payment There appeared to have been a miscommunication with the nursing home when collecting insurance information For that we apologize If you have any further questions or issues, please don't hesitate to contact me directly Sincerely, Kristin [redacted] Director of ComplianceCentegra Health System (815) 759-

As of today, I still have no clarity on my statementsI have not received the detailed report for my family that was mentioned in the businesses most recent response.This has already cost me many hours of wasted time and frustrationI am requesting my accounts be cleared at the business expense since they have now had months, calls, an email and this Revdex.com complaint to resolve and have yet to do soIf they are unable to determine what their statments are for and where payments were applied, this further confirms to me these are fraudulent charges I'm not certain to what extent the Revdex.com gets involved, but based on my experience and others in McHenry County I would suggest an investigation into this (in general, not specific to my account) Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Centegra is lyingThey are suppose to appeal this to my insurance for more money because balance billing is not allowedMy insurance has requested more information and an explanation as to why Centegra needs more money Also, I was never sent any paperwork like I requested for your financial program which will I fill out since I am unemployed and only owe $This is completely crazy and I have no choice but to open a case against Centegra Medical with the state Attorney General Complaint: [redacted] I am rejecting this response because: Sincerely, Amanda [redacted]

Centegra has worked directly with the complainant regarding the nature of her concerns Centegra reviewed the complaints and accounts and has resolved the issues The complainant's account has been removed from collectionsPlease contact Kristin [redacted] , Director of Compliance, Centegra Health System at [redacted] with any other questions or concerns

[redacted] Thank you for your suggestions in how Centegra can improve our processes We take your suggestions seriouslyWe are currently analyzing our Centegra Physician Care processes carefully and will make improvements as deemed necessary Again, we apologize for your disappointment with Centegra and appreciate you bringing your concerns and suggestions forward Sincerely, Centegra Health System

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Centegra addressed the complaint directly with Mr [redacted] via telephone by the manager of the Physician Office as well as by written communication from the Senior Vice President of Revenue Cycle on October 6, Due to state and federal privacy laws, more detailed information cannot be provided on a public site Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 'manager of the Physician Office' did nothing to address my concernsI received a form letter in the mail from someone claiming to be the 'Senior Vice President of Revenue Cycle'It contained only rhetoric justifying a practice which remains abominableI do not accept the reasoning that 'because other hospitals are doing it' it is fineThat's not the problem here thoughThe problem here is that I WAS NOT INFORMED about the new billing practice prior to my appointmentI was given no forewarning and then I was billed for something I would otherwise have objected to and cancelled my appointmentThe form letter I received stated that placards were visible, etcI saw no such signage nor did any personnel at the office inform me of the new billingMy appointment was scheduled more than six months in advance at the behest of Doctor UrbanBetween that time and the appointment itself I was never informed of the new billing practiceThis complaint will not be considered closed by me until a refund is forthcomingI will ensure my voice is heard elsewhere on this matter and do all I can to ensure I never do business with anyone affiliated with Centegra againRunning a business this way is deplorable

Dear Mr [redacted] , Thank you for bringing your frustrations to our attention I have personally looked into your account and believe that the proper insurance has now been correctly billed Our billing team has communicated that to you directly as well I am sorry for the confusion and frustrations If you have any additional questions or concerns, please don't hesitate to contact me directly Sincerely, [redacted] Director, ComplianceCentegra Health System [redacted]

Ms***, Please know that I have confirmed that all accounts for each of your family members have been removed from collections. I am waiting for final copies of statements for each family member with current balances and appropriate payment allocation. In addition, we apologize for the failure of your telephone calls to be returned and have taken actions to address the behaviors of those associates you interacted with. I am hoping to provide you the statements tomorrow, but in the meantime, please don't hesitate to contact me via telephone (*** ***Sincerely, *** *** Director of Compliance Centegra Health System

Dear Ms***, Thank you for bringing your concern to Centegra. We apologize that were not happy with our billing department. We have reviewed your complaint and the status of your accounts. Centegra is out-of-network for your insurance plan. As a result, you have
a patient balance. This was reviewed twice in our billing department and it is determined that your balance standsICentegra has provided you with financial assistance information but have not yet received an application to see if any assistance is available. Please feel free to complete that information and provide the appropriate documentation as soon as possible for Centegra to processPlease call ###-###-#### if you would like to discuss the financial assistance process. Sincerely, Centegra Health System

Ms***, I am sorry you feel that way. I can assure you that Centegra is not lying. We have no record of your insurance company requesting additional informationAll that was requested was the patient balance amount. As previously explained, your insurance plan is out-of-network which means that we do not have any set contracted rates with your insurance carrier. Accordingly the patient balance as charged is appropriate. Our records do indicate that we sent you a Financial Assistance Application in the mail. However, if you did not receive it, you can locate it on our public website at https://centegra.org/financial-assistance/ In addition you can also contact our financial team at ###-###-#### if you would like more information regarding our Financial Assistance program. Sincerely, Centegra Health System

Ms***, I am personally reviewing your complaint. First, I am sorry that your experience with Centegra has not been positive. This is clearly not our standard and are working on making improvements so that this does not occur again. Second, I have been made
aware of your recent communications with our billing team. I am personally confirming that all accounts have been removed from collections and that payments have been appropriately applied. Once I have that confirmation, I will provide an additional, more detailed, response to your complaint In the meantime, if you would like to reach out to me directly, please contact me at (*** *** Sincerely, *** ***Director of Compliance - Attorney at Law Centegra Health System

[redacted]
Thank you for your suggestions in how Centegra can improve our processes.  We take your suggestions seriously. We are currently analyzing our Centegra Physician Care processes carefully and will make improvements as deemed necessary.   Again, we apologize for your disappointment with Centegra and appreciate you bringing your concerns and suggestions forward. 
Sincerely,
Centegra Health System

As of today, I still have no clarity on my statements. I have not received the detailed report for my family that was mentioned in the businesses most recent response.This has already cost me many hours of wasted time and frustration. I am requesting my accounts be cleared at the business expense since they have now had 9 months, 15 calls, an email and this Revdex.com complaint to resolve and have yet to do so. If they are unable to determine what their statments are for and where payments were applied, this further confirms to me these are fraudulent charges.  I'm not certain to what extent the Revdex.com gets involved, but based on my experience and others in McHenry County I would suggest an investigation into this (in general, not specific to my account).   
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Centegra has worked directly with the complainant regarding the nature of her concerns.  Centegra reviewed the complaints and accounts and has resolved the issues.  The complainant's account has been removed from collections. Please contact Kristin [redacted], Director of Compliance,...

Centegra Health System at [redacted] with any other questions or concerns.

Ms. [redacted] Thank you for bringing your complaint to our attention.  We are reviewing the accounts of your father.  His accounts have been removed from collections and claims have been sent to Medicare for payment.  There appeared to have been a miscommunication with the nursing home...

when collecting insurance information.  For that we apologize.  If you have any further questions or issues, please don't hesitate to contact me directly.  Sincerely, Kristin [redacted] Director of ComplianceCentegra Health System (815) 759-4567

Centegra is lying. They are suppose to appeal this to my insurance for more money because balance billing is not allowed. My insurance has requested more information and an explanation as to why Centegra needs more money.  Also, I was never sent  any paperwork like I requested for your financial program which will I fill out since I am unemployed and only owe $500. This is completely crazy and I have no choice but to open a case against Centegra Medical with the state Attorney General.  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Amanda [redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
Centegra addressed the complaint directly with Mr. [redacted] via telephone by the manager of the Physician Office as well as by written communication from the Senior Vice President of Revenue Cycle on October 6, 2015.
Due to state and...

federal privacy laws, more detailed information cannot be provided on a public site.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 'manager of the Physician Office' did nothing to address my concerns. I received a form letter in the mail from someone claiming to be the 'Senior Vice President of Revenue Cycle'. It contained only rhetoric justifying a practice which remains abominable. I do not accept the reasoning that 'because other hospitals are doing it' it is fine. That's not the problem here though. The problem here is that I WAS NOT INFORMED about the new billing practice prior to my appointment. I was given no forewarning and then I was billed for something I would otherwise have objected to and cancelled my appointment. The form letter I received stated that placards were visible, etc. I saw no such signage nor did any personnel at the office inform me of the new billing. My appointment was scheduled more than six months in advance at the behest of Doctor Urban. Between that time and the appointment itself I was never informed of the new billing practice. This complaint will not be considered closed by me until a refund is forthcoming. I will ensure my voice is heard elsewhere on this matter and do all I can to ensure I never do business with anyone affiliated with Centegra again. Running a business this way is deplorable.

Dear Mr. [redacted],  Thank you for bringing your frustrations to our attention.  I have personally looked into your account and believe that the proper insurance has now been correctly billed.  Our billing team has communicated that to you directly as well.  I am sorry for the...

confusion and frustrations.  If you have any additional questions or concerns, please don't hesitate to contact me directly.  Sincerely, [redacted]Director, ComplianceCentegra Health System [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered, only a description of why they charge this fee. It makes no difference to me when or why they started charging this. I had never used Centegra before. When I initially called to make an...

appointment, and it was made clear that I was a "new patient" that person on the phone checked that they accepted my insurance, but did not inform me of this other fee I would be charged. Clearly I was not aware of that if I had never used Centegra before. Further, when I arrived for my appointment I had to fill out "new patient" forms, and my insurance was then checked again. Opportunity #2 to tell me there would be an additional fee. Was I really supposed to read every sign/poster/print out in this building to see if I would be charged for walking through the door? After insurance payments, it costs me $20 out of pocket to see the doctor, and $143 out of pocket to walk into the building. Bottom line Centegra: tell all new patients who try to make appointments that they will be charged this preposterous fee to be inside your building. You obviously are not making that clear.

On 2/13/2017 after checking the Irrigation System at [redacted] it was determined that the master valve was defective.I informed [redacted] of the $175 to do the repair and then proceeded to do the repair.I did not express to [redacted] that I was unable to repair the problem. As it...

was dark I told him that I would return to complete the repairs at his convenience.He said he would have to check his schedule and inform me when to return. I have called him on February 15 & 21 and he refused to answer the phone or return my messages.I am awaiting for a call from [redacted] to schedule the completion of repair. Raphael [redacted]LI 6348 . BPAT 2318AAA Irrigation281-444-6055 . 281-352-5195