Children's Heart Institute

June 2019, my 3 week old newborn was still in the process of being added to my medical insurance policy. At the time services were rendered in June 2019, I was told I had to pay a co-pay of $250, since his insurance information was still pending. Once insurance paid Children's Heart Institute, I would be refunded the $250, less any co-pay owed. I was not informed of this policy when I scheduled the appointment; however, I paid the $250 as required. Additionally, I paid via credit card, since I was told the refund would be returned quickest if paid via credit card.

Insurance paid in full in August 2019. I have yet to be funded the $250, less my $20 co-pay. I have called repeatedly - left voicemails and spoke with a member of the billing department directly. I have been told repeatedly a supervisor would contact me or that the refund would be issued, as their records agree I paid $250 and insurance paid in full. As of June 2020, I have not received my refund.

Additionally, I am under the impression it was not within their normal billing/insurance policy to assess a $250 fee when insurance is pending.

Lastly, my son had a follow up appointment in June 2020. I received the confirmation text a few days prior. I arrived at the appointed office location at the schedule time; however, the office was closed, as the doctor was at another location that day.

This is both a billing issue and a customer service issue.

CHI has been my cardiologist for a couple of years. despite the 6 hour long waits, I needed help so I stayed but I grew increasingly uncomfortable after staff behavior and money gouging.

The last straw for me happened at my last appointment, where I waited five hours past my appointment time, was told I wasn’t allowed to refuse testing, filed to receive my patient records and never received them, and was billed for services they did not provide. I was brought back for an EKG and a tilt table test. By this point it was ~2 hours after my appt time and I was frustrated, asking why I needed to have these tests done when I had them done five months prior (charging my insurance thousands of dollars- these tests are not cheap) and they stated it was required. I began asking again why I needed the whole test work up, as I was only there to have a medication consult with the doctor about adverse side effects I was experiencing. They stated I wasn’t allowed to see the doctor unless I had the tests. I stated that I had the right to refuse a test and that was against patient rights, and they stated “that’s how things work here.” I signed a record request form to get my records so I could go to another cardiologist and left. I never saw a doctor and never received my records.

As for billing, I received a bill from that appointment that charged my insurance $1,337 for tests I never had done, including an abdominal ultrasound, an ECG, a nerve function test, and an office visit despite never seeing a doctor. I believe they have been gouging their patients by making numerous diagnostic tests required in order to even speak to the doctor. A doctor cannot know what to order before they even see the patient. The customer service is awful, they charged me for services they did not provide, and they did not release my records.