ComplaintsforAkron Children's Hospital

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have two special needs children that undergo services at Akron Childrens Hospital. We initially paid out of pocket for medical expenses before obtaining secondary insurance that retroactively paid the hospital for my children's services. We now have a $550 surplus in our account which should be refunded back to us. However, upon multiple calls to the hospital they are refusing to pay us the $550 as they say they will not until all visits are paid for via insurance. With our two special needs children, this will never occur as they have appointments with multiple doctors each month. When this was pointed out to the hospital, they stated that they would put in a request to have our $550 refund paid back to us. This was four weeks ago and still we have heard nothing. This is an unfair and unethical business practice of refusing to provide refunds for services that have been paid for twice (first by myself, second by my insurance).

  Business response

  08/26/2024

  Good Morning - 

  Please see the attached response.  Thank you.

   

  ******* ******

  Akron Childrens. Hospital

  Customer response

  08/26/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My daughter was referred to your cardio clinic for post covid care. She had several work ups done at the Cleveland Clinic but they did not have a pediatric post covid clinic. I went the the office had testing done and came to the same conclusion as out previous doctors. All of her covid bills were being covered by the government as part of the relief package. I called eleven times to have the coding corrected, my doctor even called them to code it correctly to be paid. They failed to fix the coding even though I provided the information needed. My credit is being negatively impacted and I cannot get anywhere calling.

  Business response

  07/02/2024

  Good Morning - 

  Please see the attached response to the complaint.  Thank you.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Thank you for taking the time to listen to my concerns. Our family has been going to your Tallmadge office for 15 + years and specifically seeing *** ****** as my two kids primary care Doctor. To start out, it is very hard to reach anyone by phone and you are often left on hold or in a queue, for lengthy periods of time when trying to schedule any appointments or ask the office questions. (Typical is 40+ minutes) Yesterday my daughter, had a migraine in the morning. Her school asked if she had ever been seen by a Dr. in relation to this issue. I told them we had and they suggested getting a note that from her Dr. stating they were aware that she experiences migraines and is prescribed a prescription for them. So I proceeded to call the Tallmadge Akron Children's Office. I was informed that *** ****** refused to write such a note, which I find strange considering the number of prescriptions/ refills she has written our daughter and the multiple visits they have had to discuss her migraines, with the last one being on February 22nd. On February 22nd, I called and made our daughter an appointment to be seen for a sick visit. While she was there she brought up the fact that she was still getting migraines. On top of the migraine medicine previously prescribed, ** ****** suggested vitamins that might help. ***** has been taking those prescribed vitamins since her visit, approx. six weeks. ** ****** told her to take them for three months and if they did not seem to help she would write a referral. That day, she left with a note for school saying she was seen for a sick visit. NO other paperwork was given to ***** regarding her visit, what they had discussed or a referral. When I spoke with the office staff yesterday they kept insisting that our daughter already had the referral even though it was never provided to her. I spoke with ** ****** myself regarding my daughters migraines at my sons appointment on February 28th. She told me the same thing, she was instructed to take the vitamins for three months. After three months she said our daughter could make a return appointment to see her or message her on "My Chart". The office staff that spoke to myself and my husband were rude and kept denying what our daughter was told during her visit. I understand she is 18 now and considered an adult, but she goes to school full time and is involved with sports directly after school. It is hard for a high school student to find time to make a phone call or visit to her Doctor's office. Not to mention, that this was not an issue on February 22nd when I called to make my 18 year old an appointment, nor was it an issue when I spoke with *** ****** face to face on February 28th. This office never gave me a hard time when scheduling appointments, picking up shot records or asking questions before until yesterday. We are asking that a letter is sent to her highschool confirming that *** ****** is aware that our daughter suffers from migraines. We are also requesting the referral that was supposedly given to her is put in her "My Chart" account or sent to her email ASAP. We need to get something scheduled with a Neurologist. Our family is upset with the outcome from our office calls on April 10th and the lack of professionalism from the Tallmadge office. I have left our contact information below and we appreciate your time.

  Business response

  04/25/2024

  Dear ******:
  
  On behalf of Akron Children’s Pediatrics, I apologize for the frustrations you have had regarding care for *****. We strive to make every patient experience a positive one, and we want to learn from the times we fall short. We apologize for the long hold time that you experienced. We are working with our Telecom department to add additional options on our phone system to hopefully reduce hold times for our families. 
  
  Due to *****’s age, we are legally unable to share medical information with anyone without a release of information signed by *****. Our Tallmadge Supervisor, ********, reached out directly to ***** who indicated nothing else was needed at this time.   
  
  Thank you for being a loyal Akron Children’s Pediatrics patient family.
  
  *** *******, MSSA
  ACHP Operations Manager, Central Region
  Phone:  ************ ***************************
  

  Customer response

  04/25/2024

   I am rejecting this response because:
  
  I made multiple call to Akron Children’s to between October 2023 until the date of my complaint, ***** was 18 during those calls and no one ever said they wouldn’t speak to me. It’s interesting to me that suddenly we are treated differently. 

  ***** did receive an email message from your office. She is currently at her local high school from 7:30 am until 3:00 pm then directly goes to softball practice and games. Is your office available to speak with her at 7 pm or on weekends so she can get the referral she has been waiting over 30 plus days for because she experiences migraines??

  Please provide us with a time that will work for our 18 year old student to contact your office that does not conflict with her schedule.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 17th my 5 year old daughter had an echo done on her heart. Prior to the procedure, we called for an es***ate on price. They would not provide a price only a huge range that was not acceptable, if I recall over a 1000-1500 dollar range. We had the procedure that was required by my daughter’s dentist to get her teeth fixed. When we received the bill it was massive, when we called for explanation or help, we’re not provided any. They just kept saying the bill is what the bill is. When we asked for the es***ated they provided they did not give us any and said they’d provide a recorded call, they did not. When we asked to have to bill lowered they refused. We even spoke to them about setting up a payment plan, when we gave the amount we could pay per month they said no and they would send us to collections. We offered 100 dollars per month. This is unacceptable to me and we should not have to pay things blindly without being given an accurate es***ate prior to the procedure. Just told us they don’t do that unless we request to pay out of pocket and not use insurance, poor customer/patient service, no explanations and no help.

  Business response

  01/10/2024

  Hi - 

  Please see the attached letter in response to the complaint.  Thanks - 

   

  ******* ******

  Akron Children's Hospital

  Business response

  01/11/2024

  [BBB transcription via attachment]

   

  Below is the response to the concerns raised by *** ******** with respect to billing questions referenced in BBB complaint ID ********.  
  
  The patient, *******, was seen on 10/17/2023 by Akron Children’s to have a test performed in cardiology.  The facility charge for this test is $3,062.00.  The claim was submitted to their insurance carrier, Aetna, who processed it and applied $2,633.32 to their deductible.  Aetna paid $0. Mr. ******** has paid $100.01 currently.  Since we are in-network with Aetna, we are not required to provide an es***ate of services under the No Surprises Act.  We have, however, always provided an es***ate upon request for services scheduled in advance.
  
  On 10/16/2023, Financial Counseling was contacted by Mrs. ********, who requested an es***ate.  The counselor verbally provided an es***ate for the service, reflecting a financial responsibility of $3,3003.98 for the facility portion of the service.  The es***ate was based on the insurance information available at the ***e and was more than the actual financial responsibility of $2553.31.  Financial Counseling does not record their calls, so we cannot provide a recording of the conversation, but the call was documented in the account notes and the es***ate can be viewed in our system.
  
  On 1/4/2024, Mrs. ******** contacted Customer Service to request a discount.  We do not discount bills unless the family qualifies for financial assistance under our Financial Assistance Policy.  She also wanted to discuss payment options.   At this point, our standard policy allows for payment plans up to 18 months.  Payment plans must also have a minimum monthly payment amount of $25.00.  Given the current amount due, the payment plan of 18 months would equate to $140.74.  She had indicated that this was not acceptable.  
  
  We are willing to adjust the account balance to $1,800 to enable a payment plan of $100 per month for 18 months. We will also contact the family to set up the payment plan by taking the first payment.
  
  I hope the above information is sufficient to answer all questions.  Thank you for the opportunity to respond to these concerns.
  

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter had x-rays taken at Akron Children’s Hospital for a toe fracture. We had our own crutches and borrowed a friend’s boot to protect her toe from further injury. At a follow up visit a few weeks later I asked how much the hospital’s boot would cost because I could purchase one online for around $100. I was advised to call the Akron Children hospital billing department. Upon calling the billing department, they were unable to help me and said they should’ve been able to tell me the cost of the boot at the facility. I then asked how much I should expect to be billed for the services. The person helping me said she would call me back with a total price. She never called me back. I received a bill and asked to be put on a payment plan, during the conversation, the person helping me said my payment plan would pay my bill in full and there would be no further charges. Three weeks later, I received another bill, asking me to pay an additional amount. I spoke with an advocate about the situation, and she said she would look into it and call me back and not to pay the second bill until I hear back from her. I still have not heard back. I don’t want my account to go to collections but I don’t think I should have to pay the second bill, i’m still not certain of what the cost of the boot is. How can medical services be all smoke and mirrors when it comes to being transparent about pricing? No one ever knows what they’re paying until after the fact. one thing I did learn is that if I call the financial person at the hospital, they can give me a price breakdown prior to billing. I have never tried that so I don’t know how true it is.

  Business response

  08/31/2023

  Good Morning - 

  Attached please find our response.  Please advise if anything additional is needed.  Thank you.

  ******* ******

   

  Customer response

  09/03/2023

   I am rejecting this response because:
  
  I believe the lack of responsiveness from Akron Children’s Hospital at the start of the billing process delayed the entire process. The miscommunication when I agreed to the payment plan made it worse because I was told that was everything I owed. My auto payments will continue until that amount is paid in full. No more.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We took my 6-month-old son to Akron’s Children’s ER on 2/13/23. He had a high fever of 103. We suspected that he was dehydrated due to vomiting and possibly would require a prescription. After waiting 4 hours, we finally got into a room. The doctor ordered a test to rule out any bacterial infections, put my son on an IV to keep hydrated and prescribed amoxicillin to treat an ear infection. We were in a room for 45 minutes to 1 hour and sent home. After our visit, we were hit with a bill for OVER $4,300.00. After reviewing the “Patient Price Information List” published on the Akron Children’s Hospital website I found that I was charged at a level 5. $4,324.00. I’m furious. I’ve read BBB complaints about those billed at a level 3 with children who have possible broken bones that required X-Rays. These people were charged at a lower level than I was. That’s impossible. We were EGREGIOUSLY overcharged. I contacted the Akron Children’s Billing department on March 7th and spoke to a woman named ****. **** advised that she needed to review our bill to make sure all of the medical codes were correct and that we were charged accordingly. Thankfully, I received a phone call back from **** in billing stating that our bill had been reviewed and we were in fact overcharged and should have been charged at a lower level. She assured me that we absolutely should not have been charged at a level 5 visit. During my 10 minute phone call with ****, I asked her directly, "****, Are you telling me that I should not pay this bill?" She responded "No. Do not pay this bill until we correct the level error and issue a new bill". I proceeded to ask when we should expect to receive a new bill and she advised 2-4 weeks. It is now 2 MONTHS later and no corrections have been made. I have filed a grievance and appeal with my insurance company based on the information **** provided me. I expect all corrections to be made and communicated to me within 3 business days.

  Business response

  05/10/2023

  Please attached for the response.  Thank you

  Business response

  05/11/2023

  [BBB Transcription via Attachment]

  Dear Ms. ******:
  This is in regard to the complaint from ******* ****** regarding her son’s visit to the Emergency Department at Akron Children’s Hospital on 2/13/2023.  Ms. ****** initially contacted Customer Service regarding her bill of $4,006.02 for this visit and, as the result of her request, the coding for this visit was reviewed.  It was determined that the diagnoses for the visit should be updated and a corrected claim sent to her insurance, ****** ****.  Ms. ****** was advised to disregard her current statement and, once ****** reprocessed the claim, a new statement would be sent.  When ****** reprocessed, they allowed the same amounts despite the change and her balance of $4,006.02 remained the same.  This balance is reflective of her deductible under her insurance plan.  Ms. ****** has since called back to dispute the ED level (***** or level *). The visit’s level was reviewed previously and was determined to be correct for the service.   The ED level charge was not changed on the corrected claim; only a diagnosis code was.
  
  Akron Children’s Hospital is a pediatric specialty hospital. Our charges are regularly reviewed to ensure that they are in
  line with other pediatric specialty hospitals and hospital systems in ********* ****. We are diligent in meeting the
  coding standards of all governing bodies. Our coders have certifications in their field and must regularly maintain them. Many factors are taken into consideration with a visit to the Emergency Department including, but not limited to, diagnostic testing, acuity and disposition. We have a contract with ****** which provides a contractual discount. ****** processed the claim, applied the contractual discount, paid a portion to Akron Children’s. The remainder of $4,006.02 was noted by ****** as representing Ms. ******’s cost share, including the deductible.  Ms. ****** can contact Financial Counseling (************) with she wishes to explore financial assistance options or contact Customer Service (************ option *) to establish a payment plan.
  
  I hope the above information is sufficient to answer all questions. Thank you for the opportunity to respond to these
  concerns.
  

  Customer response

  05/11/2023

   I am rejecting this response because:
  
  Please pull my phone call from the billing department because it clearly states that all calls are recorded.  Initially when my level was sent in for "review" I received a call back stating that the level was INCORRECT.  Now that I file a complaint and it's reviewed AGAIN, the level is suddenly correct.  How can that be?  I understand how a deductible works, what I don't understand is how Akron Children's hospital can charge me at a level 5 visit.  I need to know what constitutes a level 5 visit.  I will not accept a response that these factors are "arbitrarily" determined.  I want in black and white how I could possibly be charged FOUR THOUSAND DOLLARS for a room when my son was simply given an IV for hydration.  This was not a high level, high risk visit.  I regret even giving Akron Children's my insurance information because I guarantee they would have charged a lower level in hopes of getting paid something.  It really seems like it's a punishable offense to actually have health insurance because Akron Children's will do WHATEVER IT TAKES to charge you at the highest possible level to get the most money they can.  Nevertheless, there is still not one single person who can answer my question as to WHY I was charged at a level 5 visit.  This is absolutely criminal and we will NEVER be back. 

  Business response

  05/11/2023

  [BBB Transcription via Attachment]

  Dear Ms. ******:
  Regarding the response from ******* ****** to the information provided by Akron Children’s Hospital for her son’s visit on 2/13/2023, please see the following:
  • All calls are indeed recorded and the calls in question were reviewed.  Our records and calls indicate that the patient’s father initially called in on March 7 to express concern about the ED charges. The Customer Service representative called Ms. ****** on March 10 to relay that the coding and charging was reviewed. She indicated that the ED charge level did not change and charges were correct, however, an additional two diagnoses were added and the claim was resubmitted to the insurance.  At no time did the Customer Service representative assure Ms. ****** that that the visit should not have been a level 5. 
  • We also note that the customer service representative told Ms. ****** that a new statement would be generated to the family after insurance processed the new claim with the diagnosis code. The results of the newly submitted claim were the same, and insurance came back with the same patient responsibility, which was all due to not having met deductible for the year. 
  • The entire medical record for the visit was reviewed including all factors that are taken into consideration for determining an ED level.  The only change that was warranted was to the diagnosis coding.
  • Coding for ED levels are not arbitrarily determined.  As stated previously, many factors are taken into consideration with a visit to the Emergency Department including, but not limited to, diagnostic testing, acuity and disposition.  In this instance, it is noted that several labs including a specimen were taken, there was a procedure performed and medications provided along with other standard factors such as acuity.  The coding for this visit, both initially and after review, clearly meets the standards for a level 5 visit and is consistent with our practices.
  • Coding is never dependent on what insurance, if any, is provided.  Coders do not access insurance information to do their job.  
  • An itemized statement was already provided to Ms. ****** which lists the services provided.
  
  I believe this answers the questions and/or allegations raised by Ms. ****** in her response.  Akron Children’s Hospital considers this matter, after extensive review, to be closed. As we stated in the prior communication, Ms. ****** may 
  
  
  contact Ms. ****** can contact Financial Counseling (************) with she wishes to explore financial assistance options or contact Customer Service (************ option *) to establish a payment plan.  Thank you for the opportunity to respond to these concerns. 
  
  

  Customer response

  05/11/2023

   I am rejecting this response because:
  I spoke to **** in BILLING, NOT a customer service representative.  She advised that the LEVEL I was billed at (5) was incorrect and would be adjusted.  She also told me not to pay the bill.  Please attach my full call transcript to this response to confirm.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my daughter to Akron Children’s ER in ******** for a possible broken bone. An x-ray, 3 views, was performed and determined that there was no broken bone. No other services were provided and we were released within about an hours’ time. For the visit Akron Children’s billed a total $1,912.75. In review of the billing breakdown we were billed for hospital services for radiology and professional services for the x-ray/ER totaling $591.75 for which I did not take any issue. However, they also billed an additional line item for $1,321.00 as a general fee for walking in the door. In review with customer service this fee was for a room and checking vitals. We sat in a shared waiting room for 20 min, then saw a doctor/nurse in a shared space for review of the situation. We then were moved to a single room for roughly 30 min while we waited for x-ray results. No services were provided in this room other than waiting in a chair. I called customer care to complain. I was told this charge is a level 3 on a scale of 1-5 which is arbitrarily determined by Akron Children’s. I was told a level 1 is walking in the door and receiving no services or care, listed as $563 on their website. I find this charge outrageous and made it known to customer care. I was also told by the customer care rep that normally these charges are not changed once billed and even sometimes are increased upon review. I found this as a retaliation and threat for even calling in to complain about the charge. I then decided to research the other two local ERs to find their charges much less at $503-$528. I feel Akron Children’s is taking advantage of this situation and billing inappropriate amounts. In speaking to the customer care rep I suggested the charge be changed to the low side of the scale at level 1. The bill received even says low level medical decision making for the emergency visit. Nothing has been changed. Change the emergency fee charged to lowest level, level 1 at $563.

  Business response

  03/20/2023

  [BBB transcription via attachment, see attachment]

   

  Below is the response to the concerns raised by **** ****** with respect to a visit for his daughter to Akron Children’s

  ******** ****** emergency department on 12/28/2022. Mr. ****** feels that the services charged and the

  corresponding amounts are unreasonable.

   

  Akron Children’s is compliant with industry-specific coding guidelines. Many factors are taken into consideration with a

  visit to the Emergency Department including, but not limited to, diagnostic testing, acuity and disposition. There are no

  arbitrarily assigned charges. After Mr. ****** contacted Customer Service to question the ED level assigned to the visit,

  the ED Coding supervisor reviewed the medical chart and determined that the correct level was charged – level 3, which

  has a cost of $1,321. There was also a charge for the X-ray performed in addition to separate claims for physician

  services. The claim for the visit was submitted to ******, Mr. ******’s insurance. We have a contract with ******

  which provides Mr. ****** with in-network benefits and a contractual discount. ****** processed the claim, applied

  the contractual discount, paid a portion to Akron Children’s. The remainder of $903.85 was noted by ****** as

  representing Mr. ******’s cost share, which includes deductible, coinsurance and ED copay.

   

  Akron Children’s Hospital is a pediatric specialty hospital. Our charges are regularly reviewed to ensure that they are in

  line with other pediatric specialty hospitals and hospital systems in ********* ****. We are diligent in meeting the

  coding standards of all governing bodies. Our coders have certifications in their field and must regularly maintain them.

   

  I hope the above information is sufficient to answer all questions. Thank you for the opportunity to respond to these

  Concerns.

   

   

  ******* ******

  Manager, Self Pay Collections and Customer Service

  *** ** ***** ***

  ****** ** *****

  Phone:  *************

  Fax:      *************

  Customer response

  03/21/2023

   I am rejecting this response because:
  
  Akron Children's is absolutely price gouging our pockets in guise of providing proper coding and following industry guidelines for billing. Yes, billing went through insurance as it should have as I am blessed enough to have coverage. However, that does not give Akron Children's the right to charge as they please without regard to severity. You have the gall to explain a total charge of $1,912.75 for "checking vitals, sitting in a room we did ask to go to, and taking an x-ray. It is ridiculously sickening I have to go through multiple phone calls and avenues just to be heard and denied the decency of you showing any mercy to individuals of the community for which you "say" you provide advocacy. Ironic how advocacy turns a blind eye on financials.

  In response to your outline for following industry specific coding guidelines, these GUIDELINES should be designed to REASONABLY relate to the intensity of hospital services provided. Akron's charges ARE ARBITRARILY determined BY AKRON CHILDREN'S based on what they call "in line" with other hospitals, again, determined by Akron Children's. Our billing statement represents a LOW LEVEL of decision making for professional services because it was a LOW LEVEL situation. Its sad that I have to worry about the decision of taking my child for care in the moment needed vs creating a substantial amount of debt that seeking that care will incur. SAD. My daughter was in need of an x-ray plain and simple. Thankfully nothing was broken. I reject the response that we were billed REASONABLY in the fact that we are being billed for $1321.00 for checking vitals and sitting in a room for which nothing was used other than sitting in a chair waiting for a result. Can no one understand the severity was low in this situation and does not reasonably deserve to be coded as it currently sets? I reject that response and believe we should have been billed for a lesser coding.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10.27.22 I received a notification that I owed Akron Childrens Hospital $435 for my son. I have repeatedly given them my son's correct insurance information, as well as his birth certificate, insurance card, and ssn card. For some reason Akrom Childrens Hospital cannon figure out how to correct his paperwork and continue to incorrectly run his insurance with the wrong name. It's a simple name change: his insurance is through his father's work. They keep running my son's insurance in my name. I have 9 separate charges from akron childrens hospital, despite repeatedly emailing and visiting their office. This isn't a matter of the insurance "not covering" him. Akron Childrens literally are using the incorrect information. Please contact me or better yet, use the information I've given you at least a dozen times to get your payment instead of ruining my credit for no reason.

  Business response

  11/09/2022

  Good Morning  

  Please see the attached response to the complaint from ****** ******.  Please advise if there are any questions resulting from our response.  Thank you.

  I am currently working remotely. The best way to contact me is via email.
  
  ******* ******
  
  Manager, Self Pay Collections and Customer Service
  
  *** ** ***** ***
  ****** ** *****
  **************************
  Fax:      *************

  Business response

  11/09/2022

  [BBB transcription, see attachment]

  Below is the response to the concerns raised by ****** ****** with respect to resolving outstanding balances and a name change referenced in BBB complaint ID ********.  There were two items that require a response: a requested name change for the patient, Ms. ******** son, and information regarding health insurance billing.

   

  We received the required documentation to allow for a name change from Ms. ****** on 9/14/2021 and, at that time, changed his name in our system to the updated name that she provided.  All of his records, including billing, reflect the new name as requested.

   

  Billing for all of her son’s services has been directed to ******* with the subscriber’s/father’s information. ******* has responded with zero payments and has indicated that the father’s coverage does not include Ms. ******’s son. Research on our part has found that the father’s ******* coverage is “Direct Care Only”, meaning that all service must be rendered at a military site.  That being said, her son is not listed as having coverage with ******* under his father’s plan, as stated above. We have not been provided with any other insurance information.

   

  Ms. ****** made her first contact with ACH’s Customer Service department on 10/28/2022.  We have provided her with this information and are willing to assist her by either billing any other medical insurance or by providing financial assistance information.

   

  I hope the above information is sufficient to answer all questions.  Thank you for the opportunity to respond to these concerns.

  Customer response

  11/09/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  I called them and we are working together. Apparently my insurance is in the wrong.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While selling my home, a lien was found on my property. It took me four [4] months working with both ***** ******* ***. directly, as well as in conjunction with the title company that discovered the lien to get ***** ******* ***. to actually accept my payment. I received a receipt of payment of debt in April of 2022, after initially beginning the process in January 2022. However, ***** ******* ***. has yet to release the lien on my property, resulting in the profits of the sale of my home to still be held pursuant to the lien being released. ***** ******* ***. has been avoiding the calls of both myself and the title company, letters sent to ***** ******* ***. and emails sent to contacts within ***** ******* ***. All ***** ******* ***. needs to do is release the lien, as the debt has been paid in full. Their outright refusal to do so is not only holding up profits from the sale of my home, but also hindering my ability to purchase a new home. I just want them to let me go.

  Business response

  08/08/2022

  Good Morning - 

  We have spoken with *** ****** and have provided him with the requested lien release from the courts. Thank you - 

  ******* ******

  Manager, Self-Pay Collections and Customer Service

  **************************

  Customer response

  08/08/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Akron Childrens hospital sent my account to collections even though a application has been sent numerous times for financial assistance. The bill has been paid in full and the company is owed 0

  Business response

  04/29/2022

  Please see attachment and advise if there are any questions.  Thank you

   

  ******* ******

  Manager, Self-pay Collections and Customer Service

  Akron Children's Hospital

*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. ↩