St Luke's Hospital

A Homexx representative visited the site several weeks ago to examine the site The representative informed the customer that Homexx would need to contact [redacted] (The survey company that set the garage elevation) as Homexx does not set the elevations, and the city regarding the potential garage issue The customer informed the representative that [redacted] had already done site visits and also claimed the garage was too low After meeting with ***, Homexx was informed that the garage was precisely where it was supposed to be in terms of elevation and placement (according to the rough grade and final grade surveys) [redacted] also informed Homexx that the customer must had been mistaken because they had never done a site visit and the [redacted] employee that the customer mentioned is strictly office staff The Homexx representative then contacted the City of Leduc grading department to discuss the customers claim that the City also confirmed the garage was too low After talking with both City inspectors it was apparent the customer was again mistaken Both City representatives denied saying the garage was to low and one even went as far as to say in could have been set a foot lower The City representative did say that it would have been easier if we had allowed more room on the sides of the garage in order to allow the dirt to be built up higher but also there could potentially be other ways in achieving a similar result by making changes to the final gradeThis was also not a point of concern for the client as they indicated to Homexx representative that it drains well on the sides Homexx next step was to review the survey results from the rough grade (performed by Homexx contractor and the final grade (performed by customer hired trade) against the engineered designed plot plan The findings were a bit confusing as the garage pad elevation was almost exactly to the hundredth of a meter of where it was designed The rough grade was between 3-inches below final) design grade to allow for black dirt at final grade The final grade, after black dirt and sod, ended up being between 1.25-inches below final engineered designed grade The only explanation for this is the contractor who performed the final grade decided to alter the rough grade, deviate from the design elevations, and created their own grading elevation points The Homexx representatives main concern over grading was between the fence and garage; however, the customer told the representative that was not an issue, that it drains well, and was even better before she built up the dirt along the fence with the soil from the post holes To sum up Homexx had built the garage at the correct elevation and according to plan Everything was built in accordance with what the City approved in the development and building permits The issues for which the customer has failed in obtaining a final grade approval was a result of improper grading performed by the customers hired trade after possession As a gesture of good will Homexx is willing to alter the garage in a way that could solve some of the customers final grading problems as long as she is happy with it at Homexx’s expense of around $ We have called the customer multiple times asking her to call back so we can quickly and accurately discuss her issue and how Homexx can potentially help answer questions to avoid anymore confusion and how Homexx can potentially assist as a gesture of goodwill The customer refuses to call back and has recently emailed our service to inform us she will not correspond over the phone As for the mould inside the garage, nothing has changed from previous inspection’s There is no water entering the garage from the outside The mould could be caused by several factors including but not limited to; - running a non-vented gas heater inside the garage - heating your car inside the garage and not properly letting it vent afterward -etcMoisture is coming from the inside and not being allowed to escape Homexx did not insulate or drywall the garage and cannot speak with certainty whether that could be an issue alsoHomexx has inspected for leaks to the roof and siding and have found there to be none Also it does not in any way appear to be entering do to grading issues either

Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ Contact Name and Title: [redacted] Assoc Dir Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @stlukes-stl.com I have reviewed you accounts and found that account XXXXXXXXXX was paid in full by insurance on 8/12/and an itemized statement showing a $balance was mailed to you on 9/29/per your requestWe recieved payment in full on account XXXXXXXXXX on 11/19/from your HSANotification was sent to CCI the following dayThe statement you received from CCI was generated prior to them receiving notificaiton that your account was paid in fullBoth of these accounts reflect a balance of $

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Contact Name and Title: [redacted] Assoc Dir Contact Phone: XXX-XXX-XXXX Contact Email: marti.klutho@stlukes'stl.com I have reviewed the account and found that an authorizaton for treatment and financial responsibility form was signed by the mother at the time of serviceThe patient's mother also called us on 8/18/to provide Medicaid information and again on 10/23/when her son's calims were deniedThe patient's mother called several other times over the last few years to change her address, set up a payment plan and to make paymentsHes son has two accountsOne had been paid in full and the other one has a balance in the amount of $Because the mother qualfieis for a financial assistance discount, we are adjusting the balance on the other account to reflect $

(The consumer indicated he/she DID NOT accept the response from the business.) I have not seen the receipt that St. Luke's Hospital said they were going to send. I expect it to be the same as the one I have because of their response to BBB is the same as I received from their Billing Department. This being the case, I still argue that St. Luke's is charging me the difference between the $28.80 provided by [redacted] Health Insurance and the $183.80 charged by St. Luke's on December 3, 2013 or a charge to me of $155.00. On my paper bill from St. Luke's, this $155 is shown as a real number under Unit Price column and carried to the Total Charge column. The $155.00 is not shown anywhere as a credit on my bill which would indicate that I was not charged as St. Luke's is claiming. [redacted] Health told me that the St. Luke service that cost $183.80 had been negotiated by [redacted] to cost only $28.80. This is why they paid $28.80 and rejected the $155.00. For this reason, [redacted] claims that the balance of $155.00 should not be charged to me. I don't intend to pay the $155.00 charge which is part of the balance of $297.60 shown on my St. Luke's bill. Instead, I will pay $297.60 less $155.00 or a balance of $142.60 because St. Luke's Hospital has not shown me on my bill that I was not charged $155.00. I have been to St. Luke's Hospital on more than one occasion. I wrote a letter to the CEO of St. Luke's Hospital about the poor sign directions on finding the room or even the parking lot that a visitor or patient is looking for. I also indicated in that same letter that there were an inadequate number of hand sanitizer dispensers in the cafeteria. The CEO never responded to my letter. In general, St. Luke's Hospital is not very customer sensitive. The failure of St. Luke's hospital of not showing me their claim that I was not being charged $155.00 is another example of poor customer service. It is so important to St. Luke's Hospital Administration to show that they are right and I am wrong they hired a collection agency to collect the balance of $297.60. Rather than inviting me to meet with them in an environment of openness and transparency, they chose to spend/will spend money - probably more than $155.00 to force collection from me. As I said above, I will pay no more than $142.60. I intend never to go to St. Luke's Hospital again because of their lack of customer service. Whenever I discuss hospitals with relatives, friends or acquaintances, I will recommend that they not go to St. Luke's Hospital. As long as St. Luke's Hospital Administration has an attitude of superiority, they will continue to have poor customer service.

Initial Business Response / [redacted] (1000, 10, 2015/07/07) */ Responding to the complaint from Chad Nelson The customer has been notified regarding the process of the seasonal itemsThe sand on the property will be dealt at the time of the gradingThe grading company will remove or haul in dirt as requiredThe rough grade has just been completed with the concreteThe rough grade still is required to inspected and a certificate from pal's that will be providedThis process takes 1-weeksthanks Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) A manager from the company got in touch with me and addressed my concerns The concrete has been completed as well as the rough grade I will await the inspection and certification process as outlined for the 1-weeks

The hospital has mis-billed me for almost $ They re-coded a procedure which has caused it to be declined by my health insurance, and despite at least three different calls from me, they insist I must call and appeal with my insurance company, even though the doctor that performed the procedure called billing with me to tell them there was an error I have spent at least hours trying to resolve, and they are threatening me with placing my account in collections, even though I paid for everything that was submitted correctly

St Lukes Hospital (Midwest Breast Care Center/CENTRAL RADIOLOGY GROUP LTD) sent my account to collection but the payment for the service was made through my companies FSA credit card account on 10/31/I verified this payment with the online statementNo payment is due at this time and St Luke's Hospital has wrongfully directed my account to Collection agency
I reached out to Midwest Breast Care Center/CENTRAL RADIOLOGY GROUP LTD and they redirected me to St Lukes Hospital Billing ServicesI checked the St Lukes website and Midwest Breast Care center is a part of St Lukes https://***s***

The hospital has mis-billed me for almost $ They re-coded a procedure which has caused it to be declined by my health insurance, and despite at least three different calls from me, they insist I must call and appeal with my insurance company, even though the doctor that performed the procedure called billing with me to tell them there was an error
I have spent at least hours trying to resolve, and they are threatening me with placing my account in collections, even though I paid for everything that was submitted correctly

Review of this case shows that the patient’s claim was denied by her insurance company as a non-covered serviceThe test ordered by the patient’s physician utilizes a method that was
discontinued by StLuke’s Lab on November 15, The replacement test, Enteric Pathogen PCR Panel, offers better sensitivity and faster turn-around time than the older method. This change is in accordance with good lab practice, has been adopted by many labs throughout the United States, and was approved by StLuke’s Medical Executive CommitteeHowever, in this case the Laboratory did not receive a specific order from the patient’s physician for the updated test methodTherefore, as a courtesy, we have adjusted the balance on this account and the patient will not be responsible for the charges related to this service

After a doctor visit at the sleep center, I was charged $for the facility use This fee was hidden in the forms I filled out and signed and was not verbally notified that there would be a doctors bill and a facilities billI feel this is fraudOther people need to know about this

The Sleep Medicine and Research Center is a department of StLuke’s Hospital and provides services as an outpatient clinic not a physician practice. As a department of the hospital, we cannot bill as a physician practice, and therefore, physician and hospital services are billed separately
In an attempt to make this process clear to the patients and families that we serve, the hospital has created a number of notices so that the information is provided in advance of the service. These notices include; a document sent with the new patient paperwork that describes in detail the two part billing structure and the most common codes billed for the professional and technical portions; the posting of this same notice on the sleep medicine services website; an additional sign, advising of the separate bills, posted in the waiting room; and a form, with the explanation of billing practices, that is provided to the patient or guarantor, that must be signed prior to the visit In general practice, we do advise the patient of the reason for each form that is provided at the initial visit. I have monitored the check in process and have observed this occurring. However, I cannot say with complete assurance that a detailed explanation was provided in any specific case. Due to HIPAA regulations, I cannot confirm that Ms *** is a patient of the Sleep Center. Since Ms*** provided her contact information, we have reached out to her. She had an extended conversation with the Office Manager, *** ***. Ms*** feels that Ms*** has a better understanding of the processes but that Ms*** still feels that the hospital should find a way to combine the charges into a single bill. In view of the fact that the patient acknowledges signing the billing statement, I feel she holds some responsibility for the charges due. However, since I cannot say with complete certainty that the clerical staff provided a detailed explanation with the form, I am willing to offer a 50% reduction in any portion not covered by her insurance for the visit that she has indicated. The billing notice provided to patients in advance of the appointment is attached

It appears they did exactly as requested I appreciate your help and St Luke’s for doing the right thing

Initial Business Response /* (1000, 5, 2015/08/19) */
Response to the grading and painting for ***The rough grade was completed with a failed inspection report from the cityThe grading company is scheduled to be out in the area today August 19/to rectify the failed
partsOnce the touch up has been completed a re-inspection will be called in by the trade to the city of EdmontonOnce that has been completed the certificate of grading will be released to Homexx and then transferred to the customerThe customer has one year to finish the landscaping from the date of the completed rough grade certificate
The painting of the house is in processThe railing still requires finishingThis is scheduled out between now and by the middle of next week
***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youWe have received the approval and certificate for the rough grade todayWe are now just waiting on the railing to be painted which I hope will also be done soon
Thank you

Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@stlukes-stl.com
I have reveiwed this patient's account and found that he had services that span from 11/14/- 12/3/His insurance changed from *** *** to *** on 12/1/The November
charges were billed to *** *** who paid $and applied $as his copayThe December charges were billed to *** who paid $with no patient responsibilityThe patient has not made any payments on his account so his balance in the amount of $remains dueWe will send him another itemized statemnet per his request

Initial Business Response /* (1000, 5, 2015/06/23) */
Contact Name and Title: *** *** Assoc Dir
Contact Phone: XXX-XXX-XXXX
Contact Email: marti.klutho@stlukes'stl.com
I have reviewed the account and found that an authorizaton for treatment and financial responsibility form was signed by
the mother at the time of serviceThe patient's mother also called us on 8/18/to provide Medicaid information and again on 10/23/when her son's calims were deniedThe patient's mother called several other times over the last few years to change her address, set up a payment plan and to make paymentsHes son has two accountsOne had been paid in full and the other one has a balance in the amount of $Because the mother qualfieis for a financial assistance discount, we are adjusting the balance on the other account to reflect $

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** ## need to add: all moisture still moving to the west side of the garage where it has already been graded and sod laid Moisture just sits in the grass Will be sending pictures t the City of Leduc as soon as we have a good rainfall

(The consumer indicated he/she DID NOT accept the response from the business.)
I have not seen the receipt that StLuke's Hospital said they were going to sendI expect it to be the same as the one I have because of their response to Revdex.com is the same as I received from their Billing Department
This being the case, I still argue that StLuke's is charging me the difference between the $provided by *** Health Insurance and the $charged by StLuke's on December 3, or a charge to me of $On my paper bill from StLuke's, this $is shown as a real number under Unit Price column and carried to the Total Charge columnThe $is not shown anywhere as a credit on my bill which would indicate that I was not charged as StLuke's is claiming
*** Health told me that the StLuke service that cost $had been negotiated by *** to cost only $This is why they paid $and rejected the $For this reason, *** claims that the balance of $should not be charged to me
I don't intend to pay the $charge which is part of the balance of $shown on my StLuke's billInstead, I will pay $less $or a balance of $because StLuke's Hospital has not shown me on my bill that I was not charged $
I have been to StLuke's Hospital on more than one occasionI wrote a letter to the CEO of StLuke's Hospital about the poor sign directions on finding the room or even the parking lot that a visitor or patient is looking forI also indicated in that same letter that there were an inadequate number of hand sanitizer dispensers in the cafeteriaThe CEO never responded to my letterIn general, StLuke's Hospital is not very customer sensitiveThe failure of StLuke's hospital of not showing me their claim that I was not being charged $is another example of poor customer service
It is so important to StLuke's Hospital Administration to show that they are right and I am wrong they hired a collection agency to collect the balance of $Rather than inviting me to meet with them in an environment of openness and transparency, they chose to spend/will spend money - probably more than $to force collection from meAs I said above, I will pay no more than $
I intend never to go to StLuke's Hospital again because of their lack of customer serviceWhenever I discuss hospitals with relatives, friends or acquaintances, I will recommend that they not go to StLuke's HospitalAs long as StLuke's Hospital Administration has an attitude of superiority, they will continue to have poor customer service

A Homexx representative visited the site several weeks ago to examine the site. The representative informed the customer that Homexx would need to contact *** *** (The survey company that set the garage elevation) as Homexx does not set the elevations, and the city regarding the potential garage issue. The customer informed the representative that *** had already done site visits and also claimed the garage was too low. After meeting with ***, Homexx was informed that the garage was precisely where it was supposed to be in terms of elevation and placement (according to the rough grade and final grade surveys). *** also informed Homexx that the customer must had been mistaken because they had never done a site visit and the *** employee that the customer mentioned is strictly office staff. The Homexx representative then contacted the City of Leduc grading department to discuss the customers claim that the City also confirmed the garage was too low. After talking with both City inspectors it was apparent the customer was again mistaken. Both City representatives denied saying the garage was to low and one even went as far as to say in could have been set a foot lower. The City representative did say that it would have been easier if we had allowed more room on the sides of the garage in order to allow the dirt to be built up higher but also there could potentially be other ways in achieving a similar result by making changes to the final gradeThis was also not a point of concern for the client as they indicated to Homexx representative that it drains well on the sides. Homexx next step was to review the survey results from the rough grade (performed by Homexx contractor and the final grade (performed by customer hired trade) against the engineered designed plot plan. The findings were a bit confusing as the garage pad elevation was almost exactly to the hundredth of a meter of where it was designed. The rough grade was between 3-inches below final) design grade to allow for black dirt at final grade. The final grade, after black dirt and sod, ended up being between 1.25-inches below final engineered designed grade. The only explanation for this is the contractor who performed the final grade decided to alter the rough grade, deviate from the design elevations, and created their own grading elevation points. The Homexx representatives main concern over grading was between the fence and garage; however, the customer told the representative that was not an issue, that it drains well, and was even better before she built up the dirt along the fence with the soil from the post holes To sum up… Homexx had built the garage at the correct elevation and according to plan. Everything was built in accordance with what the City approved in the development and building permits. The issues for which the customer has failed in obtaining a final grade approval was a result of improper grading performed by the customers hired trade after possession. As a gesture of good will Homexx is willing to alter the garage in a way that could solve some of the customers final grading problems as long as she is happy with it at Homexx’s expense of around $900. We have called the customer multiple times asking her to call back so we can quickly and accurately discuss her issue and how Homexx can potentially help answer questions to avoid anymore confusion and how Homexx can potentially assist as a gesture of goodwill. The customer refuses to call back and has recently emailed our service to inform us she will not correspond over the phone As for the mould inside the garage, nothing has changed from previous inspection’s. There is no water entering the garage from the outside. The mould could be caused by several factors including but not limited to; - running a non-vented gas heater inside the garage - heating your car inside the garage and not properly letting it vent afterward -etcMoisture is coming from the inside and not being allowed to escape. Homexx did not insulate or drywall the garage and cannot speak with certainty whether that could be an issue alsoHomexx has inspected for leaks to the roof and siding and have found there to be none. Also it does not in any way appear to be entering do to grading issues either

Initial Business Response /* (1000, 14, 2016/05/19) */
Homexx has reviewed client concerns, and has previously been in touch with client to discuss and inform clients of warrantable and non warrantable items as well as items included and not included in purchaseAll warrantable items have all
been addressed however, as a gesture of good will Homexx will schedule a home visit with a service team member to confirm findings
Homexx is committed to meeting and exceeding ANHW and building code guidelines at time of building and through the service period
Initial Consumer Rebuttal /* (3000, 16, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the delayed response; however, I was promised my problems would be addressed on my one year gold key service which now have been almost years laterThe only non warranted thing they explained would not be touched is the garage pad cracks in the concreteThere was no correspondence in regarding the other outstanding items once I did a final walk through with don and the construction managerI was told to call and rebook for a few things and they also said they would get their warrenty coordinator to contact me to set up some times but I never heardI tried numerous times myselfI was promised to be satisfied with my service and the quality of work has lacked in many areasI would appreciate it if homexx would call immediately to book an appointment to address these issuesI don't think it will happen soon as I been told they would call back after the numerous messages but no calls or emails
Final Consumer Response /* (4200, 20, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks! Really looking forward to hearing from homex
Final Business Response /* (1000, 22, 2016/05/31) */
We received a notice again on the above noted file saying we still need to respond however we have responded twiceCan you double check to see on your side everything was received ok with respect to your end and this hopefully is just an automated reportWe have been in contact with the client and as a gesture of goodwill have set an appointment with her to review her questions for tom Thursday June 1/

Homeowner has contacted Homexx with respect to the garage moisture which Homexx did send out a tech multiple times to investigate and the results of the investigation, which has been explained to client, was due to the insulation and drywall application which was completet by homeowner supplied
trade or homeowner themselves after possession. There was no evidence of leaking or water entering the garage. With respect to the grading Homexx was notified of this by the client on June 29,which Homexx is investigating