Centegra Hospital -- McHenry

Complaint: [redacted] I am rejecting this response because: Centegra AGAIN please read my complaint & listen to my voice messagesI have no control of how the billing department applies my $monthly payment to the accounts listed under my statementCentegra changed their billing system and we customers should not have to suffer for itI have requested several times, that my monthly payment be split accordingly to the different accounts under my statementAs a result of Centegra applying my monthly statement payment I receive "Past Due" and Final Notices" on the ignored accounts with my monthly payment not being applied toNow some of the accounts are incorrectly in the hands of a collection agency(showing $payment) Again, I have been making monthly payments, therefore it should not have been referred to a collection agencyPLEASE APPLY MY MONTHLY STATEMENT PAYMENTOF $TO EACH ACCOUNT, SO I WON'T BE WRONGLY CONSIDERED "PAST DUE" AND "FINAL NOTICE" AND PLEASE REMOVE ME FROM YOUR COLLECTION AGENCY LIST! Again, I am a responsible person, I pay my bills on time, I am not looking for any "favors" of statement money reductionsThis is VERY POOR CENTEGRA CUSTOMER RELATIONS, as I am hearing more and more complaints from my customers and associates, with Centegras "New Billing System." Again let me remind you that my life long illiness of my adrenal glands not functioning, I am not supposed be under excessive stressThis billing issue is causing me excessive stress I am trying to remain calm, as to avoid additional doctor or hospital visits/billingsI have told my Endocrinologist that I can not afford to see him every months, now changed to every months Also, I am not seeing my primary doctor, as a result of this billing nightmare Sincerely, [redacted] ***

Ms [redacted] complaint pertains to a date of service of 07/29-30/ At the time of service Centegra spoke with her regarding financial assistance and provided the application Follow up phone calls were attempted and additional mailings were sent to Ms [redacted] to address her outstanding balance In 12/2011, Ms [redacted] did contact us and set up a payment plan of $per month which she paid approximately every month (except month) until May where she defaulted for months and failed to respond to payment requests sent to Ms [redacted] Due to Centegra’s policies and as explained to Ms [redacted] , such default caused her account to be placed with a collection agency Ms [redacted] did resume payments at the end of 10/and began paying consistently every month or more frequently In July of Ms [redacted] did contact us where we removed her from collections despite her prior default During this process an error was made and she was incorrectly sent to a different collection agency, which Centegra has subsequently removed from collections (AMMS) Ms [redacted] continues to make payments and as of 12/29/has a current balance $2,for this date of service If Ms [redacted] would like an itemized account of payments and remaining balance please contact Centegra directly Due to privacy laws, Centegra will not attach to this response Please be advised that this addresses only on date of service and there may be other service dates with outstanding balances and collection agency involvement

Dear Ms [redacted] , Thank you for bringing your concern about your billing to Centegra Please be advised that I have worked with our billing team to address your concerns I have discovered that your Financial Assistance application was pending for your hospital account and was accidentally sent to collections We have removed the account from collections and Financial Assistance is being applied I apologize for this error and any inconvenience it may have caused I also reviewed your two outstanding bills pertaining to the professional fees with Centegra Physician Care ("CPC") On one account we are still waiting payment from insurance but will be applying to both CPC accounts an 80% financial assistance discount Any remaining balance will be sent to you for payment If you have any further questions, please don't hesitate to contact me Sincerely, Kristin [redacted] Centegra Health SystemDirector of Compliance ( [redacted]

Ms***, Thank you for expressing your concerns Please be advised that I am on vacation and out of the country until June 27, With your cooperation, as explained below, I will be able to provide more detailed response to your stated complaintI have reached out to our entire billing department to better understand the status of your complaint At this time it appears that there are multiple accounts (Centegra Hospitals and Centegra Physician Care) that may be apply to your complaint We will need additional information to better respond and address your concerns Please contact me directly after June 27, at (815) [redacted] ) or via email at [redacted] @centegra.com Please be advised that any email message sent from your personal email account and me will likely not be protected by federal and state healthcare privacy lawsI have also been made aware that Centegra has provided the Financial Assistance Application to you which may result in a decrease to you payment responsibility, but unfortunately, we have not received a completed application from you If you would like to apply at this time please refer to: http://centegra.org/billing-new/ for our Financial Assistance information In addition, please also know that failure to pay one monthly payment on a payment plan can result in the account being referred to our Collection AgenciesSincerely, [redacted] Director, Compliance Tell us why here

Dear Ms [redacted] We apologize for the delay in refunding the co-pay you previously paid We have processed the refund and it should sent to you shortlyIf you do not receive the check within one week please contact Kim [redacted] at (815) [redacted] I believe Ms [redacted] has contacted you directly as well Thank you for bringing this issue to our attention We are reviewing our processes and making improvements to avoid this delay and issue in the future Sincerely, Kristin [redacted] Director of ComplianceCentegra Health System

As previously explained, Ms. [redacted] account pertaining only to her 7/29 -30/11 service date was sent to a collection agency when she defaulted on her payment plan in 2013.  This account was removed from this collection agency and was not reported to the credit bureaus when payments resumed.  An error subsequently occurred where this account was incorrectly sent to a different collection agency (AMMS).  Centegra learned of this error through Ms. [redacted] Revdex.com complaint and removed the account from AMMS and has confirmed with AMMS that the account is removed from the collection agency as well as any credit bureaus.  Accordingly, a current credit report of Ms. [redacted] will not reflect this debt.  Please be advised that this response pertains only to the account for this specific date of service and does not reflect any defaults or outstanding debt regarding other accounts Ms. [redacted] may have with Centegra for other dates of service.

Complaint: [redacted]
I am rejecting this response because: Centegra AGAIN please read my complaint & listen to my voice messages. I have no control of how the billing department applies my $25 monthly payment to the accounts listed under my statement. Centegra changed their billing system and we customers should not have to suffer for it. I have requested several times,  that my monthly payment be split accordingly to the different accounts under my statement. As a result of Centegra applying my monthly statement payment I receive "Past Due" and Final Notices" on the ignored accounts with my monthly payment not being applied to. Now some of the accounts are incorrectly in the hands of a collection agency. (showing $0 payment).  Again, I have been making monthly payments, therefore it should not have been referred to a collection agency. PLEASE APPLY MY MONTHLY STATEMENT PAYMENTOF $25 TO EACH ACCOUNT, SO I WON'T BE WRONGLY CONSIDERED "PAST DUE" AND "FINAL NOTICE" AND PLEASE REMOVE ME FROM YOUR COLLECTION AGENCY LIST! Again, I am a responsible person, I pay my bills on time, I am not looking for any "favors" of statement money reductions. This is VERY POOR CENTEGRA CUSTOMER RELATIONS, as I am hearing more and more complaints from my customers and associates, with Centegras "New Billing System." Again let me remind you that my life long illiness of my adrenal glands not functioning, I am not supposed be under excessive stress. This billing issue is causing me excessive stress.  I am trying to remain calm, as to avoid additional doctor or hospital visits/billings. I have told my Endocrinologist that I can not afford to see him every 3 months, now changed to every 6 months.  Also, I am not seeing my primary doctor, as a result of this billing nightmare.
Sincerely,
[redacted]

Ms. [redacted], Thank you for expressing your concerns.  Please be advised that I am on vacation and out of the country until June 27, 2016.  With your cooperation, as explained below, I will be able to provide more detailed response to your stated complaint. I have reached out to our entire...

billing department to better understand the status of your complaint.  At this time it appears that there are multiple accounts (Centegra Hospitals and Centegra Physician Care) that may be apply to your complaint.  We will need additional information to better respond and address your concerns.  Please contact me directly after June 27, 2016 at (815) [redacted]) or via email at [redacted]@centegra.com.  Please be advised that any email message sent from your personal email account and me will likely not be protected by federal and state healthcare privacy laws. I have also been made aware that Centegra has provided the Financial Assistance Application to you which may result in a decrease to you payment responsibility, but unfortunately, we have not received a completed application from you.  If you would like to apply at this time please refer to: http://centegra.org/billing-new/ for our Financial Assistance information.  In addition, please also know that failure to pay one monthly payment on a payment plan can result in the account being referred to our Collection Agencies. Sincerely, [redacted] Director, Compliance Tell us why here...

Dear Ms. [redacted]  We apologize for the delay in refunding the co-pay you previously paid.  We have processed the refund and it should sent to you shortly. If you do not receive the check within one week please contact Kim [redacted] at (815) [redacted].  I believe Ms. [redacted] has...

contacted you directly as well.  Thank you for bringing this issue to our attention.  We are reviewing our processes and making improvements to avoid this delay and issue in the future.  Sincerely, Kristin [redacted] Director of ComplianceCentegra Health System

Ms. [redacted] complaint pertains to a date of service of 07/29-30/2011.  At the time of service Centegra spoke with her regarding financial assistance and provided the application.  Follow up phone calls were attempted and additional mailings were sent to Ms. [redacted] to address her...

outstanding balance.  In 12/2011, Ms. [redacted] did contact us and set up a payment plan of $50 per month which she paid approximately every month (except 1 month) until May 2013 where she defaulted for 5 months and failed to respond to payment requests sent to Ms. [redacted].  Due to Centegra’s policies and as explained to Ms. [redacted], such default caused her account to be placed with a collection agency.  Ms. [redacted] did resume payments at the end of 10/2013 and began paying consistently every month or more frequently.  In July of 2015 Ms. [redacted] did contact us where we removed her from collections despite her prior default.  During this process an error was made and she was incorrectly sent to a different collection agency, which Centegra has subsequently removed from collections (AMMS).  Ms. [redacted] continues to make payments and as of 12/29/2015 has a current balance $2,246.06 for this date of service.  If Ms. [redacted] would like an itemized account of payments and remaining balance please contact Centegra directly.  Due to privacy laws, Centegra will not attach to this response.
Please be advised that this addresses only on date of service and there may be other service dates with outstanding balances and collection agency involvement.

Complaint: [redacted]
I am rejecting this response because: I do believe that they are correct and there was a time they were unable to get a hold of me due to relocating but once I established payment arrangement shouldn't the debt be removed from the credit agency?  Why is it still showing and why did it just now appear on my credit report?
Sincerely,
[redacted]

Dear Ms. [redacted],  Thank you for bringing your concern about your billing to Centegra.  Please be advised that I have worked with our billing team to address your concerns.  I have discovered that your Financial Assistance application was pending for your hospital account and was...

accidentally sent to collections.  We have removed the account from collections and Financial Assistance is being applied.  I apologize for this error and any inconvenience it may have caused.  I also reviewed your two outstanding bills pertaining to the professional fees with Centegra Physician Care ("CPC").  On one account we are still waiting payment from insurance but will be applying to both CPC accounts an 80% financial assistance discount.  Any remaining balance will be sent to you for payment.  If you have any further questions, please don't hesitate to contact me.  Sincerely, Kristin [redacted]Centegra Health SystemDirector of Compliance ([redacted]