ComplaintsforLewis-Gale Medical Center, LLC

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last February I had hernia surgery performed @ Lewis Gale medical center. I subsequently paid all invoices received from this location. Several months later I started receiving both mailings and phone calls from a collection agency stating that I owed approx. 89.00 I responded by mail at least three times that I promptly paid every invoice rcvd. and that I did not owe anything further. I finally blocked the # on land line and now they are calling my cell phone.

  

  Business response

  11/20/2023

  We are in receipt of the complaint filed by *** ******* and have thoroughly reviewed this matter. Lewis-Gale Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. On November 7 and 8, 2023, the patient was contacted by a Patient Liaison Representative regarding their concerns. If the patient needs further assistance, please have them contact Lewis-Gale Medical Center directly. Thank you

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 18, 2023, I had a breakdown at my therapist's office. I had gotten laid off on 11/3/22 from by far the best job I've ever had and my life has been a mess since then. I am now making around half what I was making before and I am broke, demoralized, and terrified of losing my home to foreclosure. I mentioned having a plan to "end things" and a burning desire to do so, so she insisted I either drive myself to the Lewis Gale ER in ****** ******** or allow her to call the Sheriff's office to take me. I was admitted to the LG Pavilion psych facility that evening, after languishing for six-plus hours in the ER. I arrived around dinner time. I was discharged Monday at noon, because I told them I felt better and more stable. I was there around 68 hours, 30 of which I was asleep. (I slept a lot because I was bored and depressed). This was a weekend so there were NO individual counseling opportunities. I talked to a psychiatrist in my room for a total of around 15 minutes, and I attended two "group sessions" that consisted of a facilitator going around the room and asking us, one by one, why we were there, and offering anodyne and not-very-helpful sympathetic noises in reply. I was told when I was discharged that they would be following up with me to make sure I was okay, helping me find a psychiatrist with whom to continue treatment. No one has ever called, texted, emailed. I was sent home with an envelope that contained info on how to quit smoking (I don't smoke and never have), my discharge paperwork with no information on my diagnosis or next steps, and a sheet listing the contents of my purse, which was taken from me at admission. For this EXEMPLARY assistance I was charged over $5,000 after insurance. It was $18,000 before insurance paid part of it. That is an INSANE amount of money. For what? Two completely unhelpful group sessions? An uncomfortable bed? Being treated like a criminal? I want a HUGE reduction in my bill as I got next to nothing from LG.

  

  Business response

  10/25/2023

  Thank you for taking the time to express your concerns regarding your recent hospital stay at LewisGale Medical Center. Feedback from our patients regarding their experience is a valuable asset in our endeavor to provide high quality care to the community we serve. Our staff have investigated your concerns and have mailed you a letter outlining their findings. Please do not hesitate to contact us via the information provided in the letter if you have any questions regarding your care, thank you.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the early morning of November 30, 2022, I went to LewisGale's ER on **** ***** *** ** ******** *** for intense stomach pain. The lobby was empty, so I sat down in a chair on the left wall and waited for a nurse to appear. Doubled over in pain and half asleep, all I could do was stare at the set of double doors praying someone would open them. After ten minutes or so, a nurse appeared and took me to a room. I remember lying down on a bed and telling her I was in pain. At some point, I was taken to get, what I later found out, was a couple CT scans, but I don't remember consenting to any test, nor did I sign any paperwork. I was in excruciating pain at that point and learned later that they had given me pain relief. A couple hours later my wife appeared, and eventually I was released. A few months later, I received a call at work from a woman claiming to work for a lawyer's office. She told me that I owed her over $2,000. I took her name and number and gave it to my wife. Having never received a bill from the doctor or hospital, we learned that the ER staff had failed to ask me for my current address, phone number, and insurance info. The hospital and doctor had mailed a bill to an address I had lived at fifteen years earlier, and because I knew nothing of this, the doctor's billing co. sent the account to collections. While talking to our insurance co., my wife was told to contact the collection agency and LewisGale and ask them to send the claim to them because they might still process it. My wife called LewisGale twice and was told both times that they wouldn't send in the claim because the deadline to do so had passed. The collection agency said the same. LewisGale has since sent the account to a collection agency, and we are receiving calls from them. We believe that I should have been afforded the opportunity to have the claims processed through our insurance like other insured patients and that my credit should not be damaged because of their mistake.

  

  Business response

  09/11/2023

  Thank you for reaching out regarding your concern following the visit to LewisGale Medical Center **** ***** *** We work hard to provide the best quality of care and opened an investigation into this complaint. As a courtesy, LewisGale Medical Center has written off the remaining balance and you will receive no further communication regarding payment for the services rendered on that date at **** ***** ER. A more detailed response has been provided to Congressman Ben Cline’s office regarding this same complaint that you shared with that office. That office will share that response with you privately as it contains personal health information.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing issue. We paid for labor & delivery within 48 hours of delivery to receive the 20% discount on our bill. We were then told by Lewis Gale we had been overcharged and they issued us a refund by check of approximately $700. A couple months after the refund they sent us another bill stating they made a mistake and we actually owe approximately $1,400. I have been trying to get the issue researched/escalated for over five months. I have yet to receive a call from a supervisor, only additional bills in the mail. Each time I call LG and request the account to be reviewed and escalated and have a manager/supervisor contact me but have had no contact. My last contact with the representatives in billing in July 2023 I asked specifically for this to be escalated for resolution and was assured that while under review it would not be sent to collections. Today I received a call from ********** on behalf of Lewis Gale that it was sent to collections. I called several times to LG trying to speak to a supervisor with no luck. I have left another voicemail to have a supervisor call me. I asked the representive at LG today if what I was told by the agent in July was correct, that while under review it should NOT be sent to collections and they said that information was correct. They also reviewed the account notes and could see my history of requests to have someone contact me and to have the account escalated for review to resolve the issue. This is the second case where LG has mishandled billing for our Labor & Delivery at the hospital, this same scenario happened in 2021 as well (overcharged and issued a refund after an account review).

  

  Business response

  10/03/2023

  We are in receipt of the complaint filed by ***** ***** and have thoroughly reviewed this matter. We apologize for the delay in our response and for any confusion or inconvenience experienced by the patient. We are currently working diligently in researching the patients concern. We are requesting additional time to fully research this matter. Thank you

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good Day, In November of 2022 Patient was scheduled to have a colonoscopy with Lewis Gale hospital in ********** **. Due to the fact of poor pre-prep instructions and staff not asking more detailed questions to the patient BEFORE giving pre-prep instructions, this procedure was unsuccessful. This procedure was basically not completed because the patient was not asked “Do you have frequent constipation?” If this question was asked to the patient they would have received DIFFERENT pre-op instructions from the staff. The patient kept hearing from the nurses after the failed procedure “they should have asked you that” “well, that was dumb they did NOT ask you if you had frequent constipation?” Patient was advised to discuss with the doctor that requested the procedure. Patient completed this request a month later at appointment. Doctor advised to get in touch with the billing department to contest the bill. Patient was rudely advised if the bill was not paid or payment options arranged, it would be sent to a collection agency. That it did not matter. The Lewis Gale Medical center is receiving over $5000 from insurance for this “botched and unsuccessful procedure”. They do not need another $1400 from the patient as well. #1. This procedure is a requirement for all patients over 50 as preventative care. The patient should not have to pay for this procedure in the first place. It is a well care visit just as a mammogram or physical. Which is covered by insurance by law. #2. Patient took three days off of work to have procedure. One day for prep work,one day for procedure and one day for recovery if complications. This was a financial burden. #3. Patient was NOT asked about their past digestive issues or familiarity with constipation. #4 Patient was treated rudely by the billing department when attempting to ask how to contest a bill. #5. Patient still seven months later has not been able to have this “preventative procedure” due to this billing issue.

  

  Business response

  08/10/2023

  Representatives with the hospital have informed Ms. ******** that we will be adjusting off her remaining balance on the Nov. 16, 2022, account. She was very appreciative and grateful. The patient was also advised to contact us should she have any additional support with her next appointment or billing issues. Thank you.

  Customer response

  08/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  However, I would like to note they were very kind and offered to have a “no charge” procedure for the next time. This was not mentioned in this formal communication. due to this fact, I felt it important to add it to this follow up. I appreciate LG for rectifying this situation as they are our first choice in hospital care in the area. Blessings,  ******* ********

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date: 2/28/2023 Amount: $1000 Problem: when checking into hospital to give birth via emergency c-section, my insurance was not processing. We were on ******* select-**** transitioning from ******* select active- ******* admitted to a glitch in their system and my family accidentally being deleted.I asked her to keep my valid military ID scanned in my file (served as insurance card) since the issue will be resolved when bills start coming in. She ignored me and laughed and offered for me to apply for Medicaid since I am uninsured. I explained to her several times what was happening with insurance. She did not believe me. She then forced me to pay a $1000 deposit before allowing me to go up to labor and delivery. She said it would be refunded when insurance pays. Insurance paid the over $50000 bill in full with zero patient responsibility. I have called every week since to have my money refunded along with other billing problems I won’t get into!. It’s a different answer every time- “I don’t see any deposit made” , “ I will have your account sent to my supervisor to have you claim adjusted and refund processed”. THE BIG PROBLEM NOW: they have no trace of where the $1000 went! They said the refunded amount I am to receive is $93 but can’t tell me where the other $807 went! They sent my account up for review for another 30 days. I WANT MY MONEY BACK! I am a poof enlisted military wife! We need our money back. It’s been 5 months, this should have been sorted immediately. What can I do other than call every week? They will not transfer me to a supervisor to speak with.

  

  Business response

  08/04/2023

  We are in receipt of the complaint filed by Ms. ******** ******* and have thoroughly reviewed this matter. LewisGale Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. A customer service representative from LewisGale Medical Center will be reaching out to the patient to explain in detail the outcome of the review conducted on the patient’s accounts. Thank you.

  Customer response

  08/04/2023

  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. The  business had a representative contact me on 8/03/2023 at 4:45 & 5:13. Due to poor connection on both calls, on the representatives end causing the call to go in and out, and unable to clearly hear and understand what she was saying, she said she will call back today. Still a waiting the call. Regards, ******** *******

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in hospital in October 2022 I have never received a bill from lewisgale then today I recover notice a collection agency is going to take me to court. That’s not right did not give me a chance to work out payment plan

  

  Business response

  05/16/2023

  LewisGale Medical Center is committed to the satisfaction of our patients. We have thoroughly investigated the patient’s concern as requested. The patient was contacted and advised the billing issue will be resolved and to contact us with any additional correspondence received. If additional information is require, please contact ***** *****, ###-###-####. Thank you.

  Customer response

  05/26/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  ***** ***** ***** ********************  ***** ********* *** *** **** ***Lewis gale never sent me a bill  they had wrong addresse and phone number they never reached out to me instead they sued me for the bill thanks ***** ***** 

• Initial Complaint

  03/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a senior citizen covered by Medicare. On 08/01/2022 I received my annual physical at the office of Dr. ******* *****. All costs for annual wellness visits are 100% covered by Medicare. Lewi Gale later sent me a bill dated 09/18/2022 in the amount of 448.00 for said wellness visit. On 10/18/2022 I spoke **** ******* at Medicare. I was transferred to ******* who told me that Lewis Gale submitted the claim as a "annual wellness" and it should have been submitted as "welcome to Medicare". I called Lewis Gale and spoke with ****** at claims resolution. I told her about the problem and what I was told by ******* at Medicare. She said she would correct the codes and resubmit to Medicare. It has been over a year and I am still being billed for the wellness visit which Medicare would have covered 100% were it submitted properly.

  

  Business response

  03/28/2023

  LewisGale Physicians is committed to the satisfaction of our patients. We have investigated the patient’s concern as requested. The practice was never alerted of the patient’s complaint or claim denial due to “Expenses Prior to Coverage”. The practice has added the insurance back to the claim and refiled Medicare. The claim should be paid in full. Thank you.

  Customer response

  03/29/2023

  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, ***** ******

• Initial Complaint

  02/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My insurance was billed for date of service 8-17 to 8-18, and my responsibility was $101.20, for which payment was issued from my HSA (***** ****) ******* Claim Date of Service - 08/17/2022 - 08/18/2022 Claim Status: Processed - 08/30/2022 Provider:Lewis-gale Medical - Claim # ********** Payment Details for my portion are as follows: Payment to Lewis Gale issued Sep 26, 2022 ACH Confirmation = ****************** - To LEWIS-GALE MEDICAL CENTER -$101.20 HSA Lewis Gale continues to bill me for this amount (as of today it is still being labeled an outstanding balance). The efforts I have made to resolve this are as follows: Phone Calls with billing department: 11-21-22 spoke with ***** where I provided the ACH Transfer confirmation, she typed in the notes for someone to research the payment and said it would take a couple weeks 12-5-22 spoke with ****** and on this date she asked I email the details WHICH I DID , including the statement from my financial institution, to the email address she provided, ******************************* 12-19-22 Spoke with ****** who refused to help me at this point, she only kept repeating she didnt "see the payment on my account" which was ridiculous because IF IT WERE ON MY ACCOUNT I WOULDNT HAVE CALLED AGAIN. I asked for a supervisor, was fed to a voicemail and no one returned my call 12-20-22 I called ***** Financial and asked they pull the payment back and I would just pay the bill again. They stated they couldn't because Lewis Gale "accepted" the payment 1-8-23 I received a statement telling me to FAX the proof of payment to them, which I did on 1-8-23 As of today, 2-19-23 Lewis Gale has not contacted me , nor have they tried to resolve this issue with missing payment and they are showing this payment outstanding PLEASE HELP ME RESOLVE THIS, I AM SINGLE, VERY LOW INCOME AND CANNOT AFFORD TO PAY A BILL TWICE, I AM SO CONFUSED WHY THEY WOULD PUT SOMEONE THROUGH THIS

  

  Business response

  02/24/2023

  We are in receipt of the complaint filed and have conducted a thorough investigation. The patient’s HRA payment was posted to the account. An adjustment was requested to have the prompt pay discount updated. A request for the patient refund has also been sent as well. The patient will be refunded via check as that was the original payment method. Thank you.

  Customer response

  02/24/2023

  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, ***** *******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was admitted to Lewis Gale Medical Center on 10/30/22 to 11/2/22. My issues is not with the care I received but the final billing for services per account number ***********. On 11/08, ****** ****** care provided me an e-statement claim indicating that the final amount owed out of pocket to Lewis Gale was $6,490.93. On the evening of 11/13/22, I submitted full payment of this amount via the ****** ****** Care portal and my ***** **** HSA MC card to Lewis Gale Medical Center. Payment processing was confirmed on 11/14/22. The week of 11/21, I received a paper copy of the same bill from Lewis Gale indicating that I owed payment of $6,390.93. This concerned me as they took full payment a week earlier AND it appears that the e-statement I received was $100 higher as they did not include the $100 copay I made at time of hospital admission. At this point, I confirmed with my HSA **** that the funds went through to Lewis Gale and they confirmed they did. I then started a series of over a dozen calls with Lewis Gale's billing dept (phone **********) from 11/22 through today to report and resolve this issue. I provided copies of my HSA payment and confirmation emails of payment to them, waited for a 15 to 45 day "case review" with absolutely zero progress. Every agent I spoke to from November through early January gave different / conflicting information on the status of my case, its review status, and if I could speak to a manager. On 1/24/23, I finally was able to speak to ******* (*********), a customer service manager, who confirmed the documentation I provided, confirmed that this appears to be an issue on their end, and said she would resolve the issue. It has been over 10 days without hearing back from ******* or her returning any of my messages left with her or her service dept over the last 10 days. I will attach proof of full payment on 11/14 from my HSA to LGMC, notes documenting my calls to customer service, paper statement, and current statement.

  

  Business response

  02/20/2023

  We are in receipt of the complaint filed and have conducted a thorough investigation. LewisGale Medical Center strives to provide excellent customer service and would first like to apologize for any confusion or inconvenience experienced by the patient. Upon receipt of the patient’s complaint, we have escalated this matter to the cashiering team for an expedited review of the account. Any necessary changes or adjustments to the account will be made upon review. We would like to thank the patient for their patience as we are working on the matter at this time. If the patient needs further assistance, please have them contact LewisGale Medical Center at ###-###-####. Thank you.

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