Centra Lynchburg General Hospital

Enough information was not provided to verify complainants account We have reached out to her via the daytime phone number listed to obtain additional information and left a message with contact number and department for return call

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Enough information was not provided to verify complainants account.  We have reached out to her via the daytime phone number listed to obtain additional information and left a message with contact number and department for return call.

Billing has spoken to the complainant in regards to the concern and reached a satisfactory resolution.

We have reached out to the patient directly to discuss concern.  Thank you.

Review: Pre-authorization told me that "the estimated charges before insurance was $1736.74" however, when they billed my insurance, they charged $4961.60. I have spoken to many different people at Centra to try to resolve this issue with no success. They are trying to claim that the actual charges are valid and by-passing the huge discrepancy between their estimated and actual charges. I think they are fraudulently charging me this higher rate. I did my due diligence on this, by checking with another radiology office in [redacted] prior to the MRI. I was actually told that the billing code #[redacted] was $539.75 by Centra's billing dept. While the other company is charging just under $1600 for everything (which included the radiologist reading). It was not made aware to my husband or my self until we received the bill that they had charged. My insurance pays 90% after the deductible has been met (which in this case, it has been met) so my portion is 10%. In the original estimate, we were expecting to pay under $200 for the 10% portion. Now that has more than doubled to $441.58. I think this is fraud and something needs to be done about it. I have been trying to get this resolved since 7/8/14 with no success.Desired Settlement: I would like Centra to properly bill at the estimated rate they quoted, and not the inflated rate they have chosen. They have already received payment from my insurance company of $3974.24 (dated 5/29/2014), which is already more than double what they were supposed to be charging for this service.

Business

Response:

We have spoken with this customer and an adjustment has been made to the bill. The customer has expressed that they are pleased with this resolution as it puts the balance more in line with their expectation. Please let me know if you need any further information. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. the reduction of the bill is what I was expecting, based on the quote that I received back in April (10% of the quote).

I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I was taken to Centra by ambulance to the hospital on Sept 23,with severe chest pains.I was treated and held over nite for monitoring and next day testing.I have good insurance and they paid their part on Oct 23.I was sent a bill for the remainder which was $971.71 to be paid in full by Nov 18 of 2013.I called the office and told them that I was on a fixed income and there was no way I could pay that amount at one time.I asked about monthly payments because I wanted to pay my bill because I appreciated their good service.She told me my payments would be apprx.$69.00 a month for a year.I told them at this point I couldn't pay that amount because of extra high light bills and replacement of water pressure tank and car broke down.The lady told me to fill out the application for financial assistance and I did.I was denied the financial help so I called them back and told them that I was denied.I told her that all I could afford to pay at this time was $25.00 a month and when I could pay more I would.I have made a $25.00 payment every month like I promised starting Nov.14 of 2013,Dec.1 and Dec31 for Jan payment.They told me I had 1 year to pay this bill off and yet they sent my bill to a collection agency in January.There are so many out there who have hospital bills who don'y attempt to pay.I even called,wrote a letter ,filled out financial papers and made payments and they still sent my bill to a collection agency.I could understand it if I had not made any attempt to contact them or made any attempt to pay the bill but I did all of those things and plus I was told I had a year to pay my bill.If I had not paid my bill in a year then send it to a collection agency.Most of my bill was paid by my Ins. and I was making an attempt to pay the rest and they still sent my bill to collections.If I was told I had 1 year to pay my bill then I should have been given 1 year to pay my bill before it was sent to a collection agency.They know people are struggling and if you have someone who is trying to pay a debt then they should work with you because there are some who want even attempt to pay.If I have a year to pay the bill then give me the year to pay it !!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: I would like for them to take my bill back from the collection agency,give me my year to pay the debt and stop being in such a hurry to send items to a collection agency when people have contacted you and have made efforts to pay their bill.If you give a person a time frame in which to pay a debt the they should be given that time frame.

Business

Response:

Person Who Sent the Review: [redacted]

Response:

I am in receipt of the information sent by the Revdex.com to Centra Health, Inc. dated 02/11/2014 involving a complaint from one of our customers. We are sorry to hear that the customer was dissatisfied with our customer service regarding billing. I have reviewed the account notes as they do indicate Mrs. [redacted] called in on 10/23/2013 and advised would be completing a financial assistance application to mail in. The reviewed application was reviewed on 11/06/2013 and determined patient did not meet criteria and a denial letter was sent to the patient. The patient understood Centra allows up to a year with no interest to pay an accunt but that is with a payment plan in place. When statements are mailed out, the expectation is the account will be paid in full. When payment in full was not received nor a payment plan was set, the account did indeed go to the agency. We have contacted the patient by telephone on the morning of 02/12/2014 and left a message for a return call and also sent her an email as her email address was provided. The patient responded to the email to let us know she was out when we called and that she would call tomorrow. As the office was closed on 02/13/2014 due to inclement weather, we havent received any messages on the phone regarding contact from the patient. I have called her twice on 02/14/2014 but still no contact. I took advantage of the email address information and have emailed the patient what I hope to be an amicable solution. We have had the accounts returned from the agency and set up $25.00 monthly payments for a period of time and that I hope Mrs. [redacted] can make larger payments later that will allow her to pay within the year guideline. We pride ourselves on providing excellent customer service in Patient Accounting at Centra. It is our desier to work with our patients in coming to a resolution for their accounts that is within Centra policy and something the patient can work with as well.