Montgomery Regional Hospital, Inc

Review: I was erroneously billed for a drug I didn't receive. Because the itemized bills aren't mailed to me I didn't catch the error until I received a bill that I wasn't expecting and requested the itemized bill. Upon receiving the bill I questioned the drug listed and the hospital audited my chart and found that I did not receive the drug and was erroneously billed. Unfortunately by the time the bill was reprocessed and submitted to my insurance company I was informed that the hospitals error resulted in me not meeting my out of pocket deductible (which I had met in December) and I have been receiving multiple bills that I now have to pay. I have contacted my insurance company for help with this but they can't reprocess my claim with Lewis gale because there was not an error in subsequent claims. I want the hospital to mail me all itemized bills so I can see why the insurance representatives say I Owe so much.Desired Settlement: I want to receive all of my itemized bills from August 2015 until May 2016 at my correct address (I had called to update my address but the automated system did not have it correct). I also want a refund of the $330 my insurance claims I owe to reach my out of pocket deductible since the reason I owe is due to this hospitals billing error. The only reason I owe this amount is because I caught the error and have spent a lot of time contacting the hospital and health insurance representatives to sort this out.

Business

Response:

I am writing to you regarding the above-referenced complaint. Please be advised of the following actions taken by LewisGale Hospital Montgomery in response to this complaint:1) On Thursday, August 4th, our Revenue Integrity Specialist contacted the patient to explain the billing issues and answer any further questions regarding the hospital bills.2) It is noted that the hospital did previously issue a refund to the patient’s Visa card, which the patient had not been aware of.3) In response to the original complaint and patient’s request, we are providing detailed, itemized bills to the patient.4) Finally, the hospit5al is providing a small gift of appreciation to the patient, as a gesture of goodwill.It is noted that the patient seemed satisfied with our actions taken to resolve the issues. In the future, you may send prospective future complaints to the following individuals:

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was advised of a credit to the credit card because it was the method of payment but I would have actually preferred a check for the refund. The money credited was unable to be applied to the bills I had to pay (via check and a different credit card) as a result of the hospital's original billing error. It doesn't seem possible to have the refunded amount given to me via check since the credit was already provided to the credit card. I am sending this response with the hope that something more could somehow be done about the refund the hospital has stated they've provided.

Regards,

Review: The billing department of this hospital is a mess. I am a registered Nurse and I found over 50% of their billing has issues and I probably paid if I don't know or didn't check. I am so sick of it. I only still visit the same doctor is because she is so good. I have to keep my insurance ID card from 2012 for their billing mess. I am still fighting one problem with them. Per the representitive lady on the line from Antherm " this is really wild." The bill was already paid but I found the problem they left me was much bigger. They finally corrected their bill from $ 391 to $ 14.64. But I just found they sent this bill to collect service and they would not change that I own them $ 391 on my credit report. first they always bill me without process with insurance first. I have one referral visit on 1/11/2012 and Montgomery billed me $391 without process with my insurance. I called their billing department; I called my insurance company many times. Eventually September of 2012, Montgomery hospital sent my bill of 1/11/2012 to my insurance company and my insurance adjusted the amount / paid accordingly. I only needed to pay $ 14.64. I called their billing department to pay the bill and redquest to remove their post of $ 391 on my credit report. With great attitude and very smart mouth " you provided the wrong insurance ID number and it is already done. we can not change or take it back?" first, I have been visiting the same doctor's office more than 3 years, I do not provide my insurance ID each time only if my insurance change. ON 1/11/2012, I did not provided any insurance ID, no deed. after July of 2012, yes, I changed my ID of insurance but it was nothing about my 1/11/2012 's visit. Indeed, like the representitive from Anthem said, " We could not issue her new ID for 2012-2013 coverage back in 1/2012. there were no way she gave you the wrong ID on 1/11/2012." Second, What took their billing department so long, 8 months, to send correct information to my insurance company? I called and pushed many times, My insurance company called with me many times. One of their supervisor Mrs. [redacted] said " we can not take it back (the posting of $ 391 on my credit report) because we sent the statement many times and no report that you reponded. " One, I am very surprised that they suddently found my correct information back to 1/11/2012 after 8 months without my effort and sent that to my insurance company to process. Two, if you know the charge of $ 391 is not correct and needed to reprocess with insurance, why you still sent $ 391 to collection service and still stick to that amount now. Afterall, I really only own the hospital $ 14.64, not even close to that $ 391.Desired Settlement: I need them to remove the record on my credit report about $ 391 immeidately and need a formal apology letter to close this issue.

Business

Response:

We are in receipt of your correspondence dated May 31, 2013 in reference to [redacted] account with Montgomery Regional Hospital. We apologize for the delay in responding to this complaint. Montgomery Regional Hospital takes these complaints very seriously and deeply regrets the length of time it has taken to respond. In her complaint Ms. [redacted] expresses her concern in resolving her hospital billing issue. We appreciate the opportunity to review and respond to Ms. [redacted]'s concern. The account referenced in Ms. [redacted]'s complaint is related to outpatient labs that were sent over from the patient's physician. The total charges for the services performed by Montgomery Regional Hospital totaled $391.00. Our documentation indicates that specimens were sent over from the patient's physician and therefore we did not see the patient to complete the registration process. The insurance information that we are able to obtain at that time was [redacted] policy number. [redacted]. We billed [redacted] with that policy number on January 17, 2012. [redacted] responded on January 29, 2012 that there was no coverage on that policy for that date of service. Following [redacted] information that the policy number we had was incorrect we attempted to contact Ms. [redacted] to request additional insurance information. We were eventually able to make contact with Ms. [redacted] on April 3, 2012 to inform her of the account status. She indicated to our representative that she did not recall these services and requested we mail her a detailed breakdown of the services. After mailing the patient the breakdown and placing the account on hold for thirty days we proceeded to attempt to contact Ms. [redacted]. On June 14, 2012 our office called Ms. [redacted] and she indicated to us she would call her insurance company and get back to us. Montgomery Regional Hospital did not receive any follow up from Ms. [redacted] or her insurance company in the following months, causing the account to be placed with Focused Recovery Solutions on August 15, 2012. On September 5, 2012 Ms. [redacted] called our office with a representative from [redacted] and provided us with her correct policy number, "[redacted]. We then proceeded to bill with the updated information on September 13, 2012. [redacted] processed and paid on October 10, 2012 1eaving $14.64 as patient responsibility. Multiple attempts were made to attempt and collect the $14.64 that was patient responsibility and eventually after not receiving any response from Ms. [redacted] the account placed back with Focused Recovery Group on May 13, 2013. Since receiving Ms. [redacted]'s complaint Montgomery Regional Hospital has contacted Focused Recovery Group, and the request to remove any credit bureau reporting related to this account has been submitted. Ms. [redacted] should be receiving confirmation of this from Focused Recovery Group under separate cover. We apologize for the difficulty that she experienced with her account and appreciate her efforts to resolve this unusual circumstance, We thank her for choosing Montgomery Regional Hospital for her healthcare needs. Please do not hesitate to contact me directly should there be any further questions about this or any other Montgomery Regional Hospital account. [redacted] Customer Service ManagerMontgomery Regional Hospital HCAPatient Account Services###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dear Ms. [redacted],First, I truly appreciate that you seriousely investigate my file and follow up the result with me. Also I am happy the represent from HCA provided the detailed report on my case in writing.In their letter, Ms. [redacted] stated That I provided my insurance policy number of [redacted] and they filed to my insurance company on 1/17/2012. This is a bad lie or very bad joke. The policy number stated above came out only after 7/1/2013 and it wasn't exit at all in 1/17/2012. It was impossible for HCA to abtain from anyone and to file to the insurance company with that policy number on 1/17/2012. From the conversation with my insurance, HCA never filed until 4/2013. I was 5 months pregnant in1/17/2012. I had been visiting the same doctor since 8/2011 and had been using the policy number [redacted] until 6/2013. Also I had to call HCA many many times to try to explain and tried to help them and myself to resolve this bill. No one seemed really care and no one really wanted to listen. Then I called my insurance company and let they calling HCA for 3 way phone conference minimal 3 times. Every time, somebody promised that it was resolved over the phone but I received the same bill later. I spent many hours over the phone on this bill over last two years and had to carry my old insurance card for this reason. Before I filed the complain to Revdex.com, I called HCA and requested them to concern my case to remove from credit report. It was like talking to stones and they never sorry for the trouble brought to me because of their mistake. I deserve a simple apology but no more bla bla bla that basically meaning I am responsible for whatever happened. Thank you! [redacted]

Business

Response:

We are in receipt of your correspondence dated July 8, 2013 from [redacted] in reference to the above account. In her response Ms. [redacted] states that account has not been resolved to her satisfaction. We appreciate the opportunity to review and respond to Ms, [redacted]'s concern. As was indicated in our previous letter we apologize far the difficulty Ms. [redacted] experienced with her account. We have received payment for the patient responsibility of $14.64 and the payment posted to the account on May 31, 2013. The account now reflects a zero balance, and a letter from Focused Recovery Group confirming the credit bureau reporting was removed was mailed to Ms. [redacted]. We thank Ms. [redacted] for choosing Montgomery Regional Hospital for her healthcare needs. Please do not hesitate to contact me directly should there be any further questions about this or any other Montgomery Regional Hospital account, [redacted] Customer Service ManagerMontgomery Regional Hospital ###-###-####

Review: Back in October 2012, Montgomery Regional Hospital submitted a bill to my insurance provider, [redacted] for services provided to me on 10/30/2012. At the time of the bill submission, I was requested by [redacted] to pay $384.10 to Montgomery Regional Hospital towards meeting my deductible payments. I paid the said amount in full to Montgomery Regional Hospital from my [redacted] account on 12/19/2012. Subsequent to that I continued to honor and exhaust all my deductible payments for the year 2012. On 03/29/2013 (a date by which I had exhausted my deductible payments for the year 2013 as well), I was requested by [redacted] to pay an amount of $384.10 to another service provider ([redacted] Inc.) towards meeting my 2012 deductible. This payment was for a service I received from [redacted] back in 2012 but for which payment was witheld by [redacted] pending [redacted] clarification of certain charges in their submitted bill. I was naturally surprised by the request to pay this amount as I knew with absolute certainty that my 2012 deductibles were fully met before the year ended. I was informed upon contacting [redacted] customer service that the $384.10 I paid to Montgomery Regional Hospital back in October 2012 had been zeroed out by [redacted] because the hospital re-submitted the bill on 03/01/2013 to include certain charges it accidentally omitted in its earlier submission. As a result, [redacted] paid the full amount of $572.17 on 03/07/2013 for the re-submitted charges and as such placed a debit for the reversed $384.10 towards by 2012 deductible. The [redacted] representative clearly explained that Montgomery Regional Hospital must refund the $384.10 to me as the hospital had already been fully paid the amount due for the service. As the hospital had not as yet contacted me about the refund, I reached out to them and explained the situation. I was told to allow 20 days for their research team to review the case and call back for a response. After 20 days, I was told they had finished their review and traced the problem to improperly and/or incompletely submitted paperwork by [redacted]. My case was given to a supervisor who goes by [redacted] (I only know her first name) to help resolve the issue. [redacted] promised to work with [redacted] to get the paperrwork issue sorted out and politely informed me to be patient while she pursues a resolution. For the record, I still have the 2 voice messages she left on my phone on 06/21/2013 and 07/01/2013. Following her second voice message, I heard nothing back from the hospital even though the time requested for a call-back was long overdue. To help move things along, I contacted [redacted] customer service and had the agent do a 3-way call with Montgomery Regional customer service. During that call, the paperwork was re-submitted by fax to the hospital and I was informed to call back in 10 days after another research. I called back and was informed the paperwork had issues once again and the hospital will contact [redacted] once again. Since then, I have not received a call from [redacted] or any hospital representative even after leaving 2 voice messages on her answering machine. Any other calls I've made have been met with the "we're still working on it" response. At this point, I believe I've exhausted all reasonable efforts to have this issue resolved; meanwhile I'm still in the process of paying out-of-pocket the $384.10 to [redacted] Inc. The billing account number with Montgomery Regional on this issue is: [redacted]. As of this afternoon, the account is shown to be no longer available when I try to access it through Montgomery Regional Hospital's patient account website online.Desired Settlement: I desire for the hospital to pursue and resolve the issue with [redacted] so I can get back my refund. Obviously it is unfair that I'm having to pay a financial price for a problem I had absolutely no part in creating in the first place.

Business

Response:

RE: Consumer Complaint ID [redacted]Dear Ms. [redacted]:Thank you for sending the above referenced consumer complaint for our response. Afterinvestigation, I have found that the refund is indeed due to the customer and appropriatepaperwork has been completed for the customer to receive this refund in the next 10-15days. We apologize for the inconvenience to the customer and appreciate the opportunityto resolve this matter.Should you need any additional information, please do not hesitate to contact me.Sincerely,[redacted]Chief Financial Officer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Montgomery Regional has indeed issued a refund of the said amount since submission of the complaint; I consider the matter resolved to my complete satisfaction. My sincere thanks and appreciation to Revdex.com of Roanoke in helping resolve the problem. Regards,[redacted]