ComplaintsforChildren's Hospital Colorado

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter requires a whole-body *** to monitor her rare disease. The disease is so rare, we are required to use Children's Hospital Colorado Radiology because their radiologists are the only ones who can read the images for this rare chronic illness. We have done 4 whole body ***s at Children's starting in 2021 and the price of the services have not changed per my EOB. I was told in writing by the Hospital through emails from the billing department manager, and through an estimate, how the Hospital would be coding the procedure and was assured it would be processed the same as the previous 2 scans. I made sure to understand what the cost would be BEFORE going forward with the scan this past February 2023. When there was question of the cost, I delayed the procedure so we weren't in a position to owe more than we expected. I have emails and estimates from the billing manager confirming this is the case. I was also working closely with our employer benefit specialist.To my surprise, I received a $1700 bill. Children's initially told me this is *****'s error. When ***** confirmed they processed correctly, I filed a grievance at Children's and they passed me on to the manager of the billing department. She, *********************************, confirmed with me this was an insurance issue and has been working with me the last year to resolve this. She initially thought there was a problem in the submission process between Cigna and Children's, or an issue with the new claim format that was causing Cigna not to see "TC Modifiers" and they even put the bill on hold while they sorted it out. All the while continuing to put in writing to me the way they coded the bill using TC modifiers. All of a sudden 11 months down the road, when the time has passed to file a formal complaint, Children's says they billed correctly, and I owe them $1700. I did my due diligence by doing all I could before the service was provided to know my out of pocket. There wasn't any more I could have done to know the cost. The only loser in this situation is the consumer. Our doctor had told us we could scan 1 portion of her body instead of the whole body if the price was going to interfere with our ability to do the *** scan. This is why I worked so hard before the procedure to understand what it was going to cost. Had we been provided the correct information, we would not have opted for a whole body mri and would have chosen a different procedure and maybe a scan of just 1 of the most troublesome areas. Children's took that choice away from me through a bait and switch. And now they can send ME to collections for their erroneous information.Hospitals should not be allowed to scam patients like this. In any other industry, if the business provides misinformation or bills incorrectly, they fix their mistake and make the customer whole. My co-insurance amount went from owing nothing, to now owing them $1700. This is not ethical and certainly in no way good business practice. I would like the Hospital to make good on their word and write off the balance of the co-insurance owed. At the very least, give me the discount you were going to provide to my insurance company. I did my part to understand the cost in good faith before going forward with the service. Do better Children's Hospital Colorado.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  1) Childrens Hospitals staff failed to notify us that our appointment was for a hospital visit not a specialist visit with drastic cost implications, even when my wife specifically stated on multiple occasions the estimate amount is incorrect because I have only a $150 ********************pay and when the visit took place in an office building outside the hospital.2) Using the word Hospital in Childrens Hospital in estimations and forms is not a proof positive indication to patients that their appointment will be billed as a hospital visit.3) Their billing practices are predatory because they are non-standard to medical industry practices where a patient can see a doctor in their hospital facility without being billed as a hospital visit; and because 4) Their staff minimize financial responsibility concerns, even when voiced multiple times ahead of service; and because 5) They provide inaccurate bad faith estimates even with network and insurance provider information that are nearly one-tenth of the actual billed services; and because 6) Their standard practice is to use a billing algorithm that unfairly and ****** charges patients for products and services they intentionally mislabel and sell to patients, even if the products and services arent fully utilized.I have written documentation to provide on request about my complaint claims.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 7/22/2022, our son *********************** was seen at Childrens Hospital (**** *********** ***************, **) location for pain in the groin area. We were not satisfied with the care there and are dealing with that through other avenues but want to report to the BBB this complaint regarding the business aspect of this visit namely we were assured by intake personnel that he would be treated in their urgent care center there at in-network rates. To our shock we later received a bill for close to $3960.90 learning that he in fact was treated in the ** with exorbitant charges. We have sought resolution from Childrens Hospital patient advocate office assuring ** we received in-network rates but also verifying this were still ** rates. This business did not do its due diligence to inform us at the time that we would be charged ** rates but rather falsely assured us we would be treated at their more economical urgent care center at this location. In addition, unnecessary ultrasounds and lab work was performed due to an inadequate and cursory exam by the ** physician because she did not find a very evident reason for our sons pain which would have avoided unnecessary ultrasounds, labwork, medication and continued pain until he could be seen by his pediatrician who quickly diagnosed a simple reason for his pain and prescribed a cream for his genital area. The patient advocate office offered a meager 20% reduction in the ******************* leaving ** with expected payment of over $3168.72 for ** services that we were told would be more economical urgent care services AND for services that were not even necessary due to negligence of the ** physician in not spotting a very evident cause of ****** discomfort. This business should dismiss in full this bill.

  Business response

  05/31/2023

  BBB 
  P.O. Box 191279 
  *****, ** ***** 
  RE: Complaint by *********************, ** ******** 

  Dear BBB, 

  **************** forwarded to Children's Hospital Colorado a letter that your company sent to him dated May 10, 2023. The letter indicates that **************** submitted a complain to the BBB dated 4/21/23, which was assigned ID ********. The letter also indicates that the BBB allegedly "contacted the above referenced company on multiple occasions" and never received a reply. Unfortunately, we have not been able to locate any correspondence from the BBB to Children's Hospital Colorado in this regard. In the future, if you are submitting communication regarding a consumer complaint to this organization, you are welcome to send it to the following ** Mail address: 

  Children's Hospital Colorado 
  Attn: Patient Relations 
  *******************************************;
  Box B540 
  ******, ** 80045 

  Or Via email to: *************************************************************. 

  Although we are not aware of the details of specific complaint that **************** has submitted to the BBB, **************** has been working with our patient relations department regarding a direct complaint to the organization.

  Children's Hospital Colorado leadership has reviewed ******************** complaint and provided a response. We are unable to provide any details in that regard and most likely we would be unable to provide any response or details to the specific complaint **************** raised with the BBB due to Colorado and Federal privacy laws and regulations. However, we would be happy to review ******************** BBB complaint if you would forward a copy to the email and/or address above. 

  Sincerely, 

  Patient Relations 
  **************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Children's Hospital Colorado has repeatedly attempted to bill for fraudulent charges by mis-categorizing the care provided, not following pre-authorization commitments, mis-accounting for services that were paid, and repeatedly failing to response to phone, email, and mailed communications regarding invoice errors. They have sent our account to collections even though they have failed to response to our concerns and complaints about their predatory billing practices. Although the quality of care provided by Children's is outstanding, we will never visit Children's Hospital again due to the repeated billing issues that have occurred with almost every visit to Children's.This particular complaint is related to urgent care services provided to my daughter (**** ***************************) on August 28th, 2022 (yes almost 8 months ago). For whatever reason they resubmitted this claim to our insurance and our now stating we owe $75 which is our plan co-pay. Our co-pay of $75 was paid at the time of service which Children's Hospital is now not accounting for. We should have $0 due for this visit and it should be marked paid-in-full.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To check in for an MRI for a follow up visit, patients are only given the option of using a computer. Several steps in a payment screen appears. Mine said my cost was $500. There was no signage allowing me to skip that payment and no information about checking in with a person. I felt compelled to pay the $500. I later looked at my copayment and BCBS cost estimate was $186. When I asked the receptionist, she said its a glitch in the system that I could call billing, but said the positive is it will go toward my annual out of pocket. I called billing and was told it would go to my deductible, to which I said Ive already met it. She then also gave me the line with giddiness about me just having contributed toward my annual out of pocket. Doing so is my choice, not theirs to make a mandate in order for my son to receive care. She then said she was emailing her supervisor who would determine whether or not she would decide to refund the over charge. This is criminal!

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We took my daughter to the after hours urgent care at Children's Hospital Colorado, South Campus. During our visit she was given Pedialyte and sent home. When we left we were told this was an urgent care visit and we have a $25.00 copay. ****** later to my surprise we received a bill in the mail for ten times the amount we were told while at the urgent care. After months of calling their billing department and told it was filed to our insurance incorrectly and would be taken care of, we were still getting this large bill from Children's. After spending hours on the phone calling and trying to get this resolved, our last conversation we were told that because this is an urgent care in a hospital we were billed for a hospital visit. Colorado has a no surprise billing law and this appears to violate it. This hospital advertises that they have an urgent care, classified our visit as an urgent care visit, told us its a $25 co-pay and then billed us for 10x the amount. A year prior we took my son to this same *********** on a Sunday because our pediatrician office was closed. We were in the same urgent care side of Children's and received the $25 urgent care co-pay July 2021. Same visit, same urgent care, same insurance a year apart, and we receive ten times the amount after visiting Children's urgent care with my daughter this time around.Date of Visit: February 7, 2022 Amount Paid: $250.00 What Business Committed to provide me: $25 copay for urgent care visit Nature of dispute: was not charged an urgent care visit as we were told when leaving Account number: ********* (name *******)

• Initial Complaint

  09/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was referred to Childrens Hospital Colorado for my Son ******************* and I took him on 12/30/2021 for a doctor visit that lasted about 45 minutes. I used my BCBS insurance and paid my co-pay which I was told by the front desk of $40. Later on in July I received a refund of the $40 and an invoice (guarantor # *******) for a $100, I called the billing office, and I was told that the reason for the increase is that I was charged an additional $60 for facility use. I tried to explain to the person that the visit is not different than any other doctors office and I should pay only my co-pay which I did and there is no facility charge as my son was not hospitalized and now my bill was sent to collection. I think the hospital is engaged in fraudulent and misleading activities as they collect the right amount upfront and not tell the patient about the other hidden charges. If they were to tell me upfront about this, I would have gone to a different doctors office and pay less. I would like a write off for this fraudulent charge.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I went to the broomfield childrens hospital on Co rd 7, but for some reason this app changes the address even if I search for and select that location. It was not in Aurora. It seems like they are running a scam. If you search them on ****** they show up as an urgent care, but it doesnt say the hours. When you get there and check in and go through triage they will then let you know that you must be seen in emergency care, and their urgent care doesnt open until 11 am. This is frustrating for the staff as much as the patients, Im sure. I was a nurse in an ER, so I get that. This is the only urgent care I search for that does not open until 11. All others open at 8. My son has autism. I would have gone somewhere else but the other urgent cares I go to dont know how to deal with autistic kids and tell me to go to childrens. The staff knows he doesnt need to be seen in an emergency room, and so do I but Im stuck waiting here so that he can be seen by providers who know how to deal with him. They will charge me more for this visit just because they can **** my insurance that way. My son is in pain so I will wait. It seems immoral to advertise that way. It frustrates the staff because they are forced to see non emergency patients in the emergency room, so they are in no rush to treat him at all and you can tell. Ive been here over an hour and a half and they have seen 2 urgent cases. It frustrates me and the other patients who are sitting here all in the same situation. We all have jobs and its not always an option to wait. I would file a complaint with the hospital directly, but I cant find a way to do that here or on their website. This is a scam designed to take advantage of people trying to get help for their sick children, and they should be held accountable.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩