ComplaintsforUAB Medicine

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *************************, UAB Medicine *************, anesthesiologist, through UAHSF, began submitting claims and billing me for anesthesia services for a diagnostic procedure at *************************** Hospital, which I never received. ************ obtained my billing information from a screening procedure conducted at a totally different hospital, ************************************* on August 7, 2023, from a screening that was 100% covered by my employer's insurance plan and protected as such under the Affordable Healthcare Act. My covered screening was discussed and in my Primary Doctor's notes in my medical records. My screening went as planned and my ************ doctor filed claims with the correct Cpt/Diagnostic codes which was paid at 100% by employer insurance. UAHSF/************, months later, began billing my insurance and sending bills for extra charges to make me look sick, for anesthesia related to a 'diagnostic procedure to remove a tumor' for the same date. After my insurance had paid the initial fraudulent claims, I notified them I had never received this service. I was informed by insurance, that I was a victim of medical fraud. We attempted numerous conference calls to correct the matter with UAHSF, which I personally recorded. UAHSF insisted that I had this procedure with ************, and they had the medical records to prove it. I requested both records from St ********* and UAB, which neither organization contained any medical records backing up **************** charges. UAB Medical Records, sent me a letter stating there were NOT any records for me under ************ for ANY procedure, although ************/UAHSF continued to bill for the services that could not be substantiated through any records. In addition, UAHSF at UAB ran my credit before submitting the additional claims, which they deny, yet it is showing up on my Credit Report. My employer, paid my portion of the fraud charges to stop UAHSF from pursuing me for the additional charges until the matter could be addressed formally.

  

  Business response

  07/12/2024

  In response to the recent Better Business Bureau complaint, the ********************* at ********** (UAB) *************** conducted a thorough review of the Patients concerns and identified the need to speak with the Patient.  After speaking with the Patient, we were able to isolate the Patients primary concerns and develop a plan for resolution.  Unfortunately,the UAB *************** will not be able to achieve the Patients desired outcome within the timeframe initially allotted by the Better Business Bureau.  As a result, the UAB *************** has communicated its proposed plan of action with the Patient and is actively working towards resolution.  If possible, we would like for the Better Business Bureau to ***** an extension of approximately two-weeks in order to complete our review.         
  We would like to apologize to the Patient for her inability to obtain a satisfactory review prior to recording this complaint.  Going forward, we will be actively reviewing this high-priority matter and will communicate any inconsistencies within the *************** for additional evaluation.
  We hope that the Patient will appreciate our prompt attention to this matter and hope that she continues to utilize our services for her healthcare needs.   Should the Patient have any additional questions or concerns regarding this matter, we would ask that she contact *********************** at ************** or **************.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I saw a couple doctors at *** while staying the area and have ******** and a supplement plan. *** asked for me for the same information 4 times in total. They made copies of my ******** and supplemental card during 2 visits. Yet I got follow up phone calls wanting this same info twice again, and then they (after I followed up again, because they sent me a wrong bill, and cause they are awful at doing simple3 tasks?) and the number they had taken was either in error, or the person who I spoke with *** a mistake, not clear, not very important. They are supposed to have correct numbers now and I have been told I have a zero balance. I had also during this process asked sa supervisor to call so I could understand what was going on and why I am giving same info again and again. This appeared to be grossly incompetence and an extremely dysfunctional office and I hope to clear this up, no one ever called. UAB billing at least 5 errors in processing my billing so far. I will need a written explanation from UAB all billing matters are done and nothing is owed, a written explanation as to why same unfor has to be given up to 5 times. I believe this level of incompetency in my case for others experience it (which I have been told this happens a lot) is a danger to patient well being and care. {atentes have gotten huge bills when they owe nothing. Correcting the sloppiness and inexcusable repeated mistakes by this organization is frustrating cause you have to correct the same mistakes over and over. The3 billing deptrment at *** has sent me a real red flag and I am concerned for others.

  

  Business response

  06/17/2024

  In response to the recent Better Business Bureau complaint, the ********************* at ********** (UAB) *************** conducted a thorough review of the Patients concerns and identified the errors leading to the Patients grievance.  After speaking with subject matter experts, we were able to make the necessary corrections to the Patients account and expect the claims to be processed in the near future.  In addition to making corrections,we have reached out to the Patient in order to provide an update regarding the status of his account and will continue to monitor this matter until resolution.
  We would like to apologize for any frustration associated with our initial inability to collect accurate information associated with the Patients account.  This error is isolated in nature and all subsequent follow-up activity occurred in the interest of correcting the initial mistake.  We hope that our common-sense approach and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any additional questions or concerns regarding this matter, we would ask that he contact *********************** at ************** or **************.

  Customer response

  06/25/2024

   
  Complaint: 21797617
  
  I am rejecting this response because:  Since filing my complaint  and since *** responded to this complaint, I have contact *** twice more myself, it seems they still can not get my ******** and supplemental plan into their system after giving the billing department the same information 5 times or more.  They say it's fixed, call back it's not.  Also I have requested a supervisor call me several times to resolve this correctly, including leaving a message for the person from *** who responded to this complaint.  No one ever calls back, ever.

  What a disgusting dysfunctional mess of a billing department.  They lose information constantly, abuse patents, send multiple letters in error, never respond to phone messages, and never fix anything.   Mine is a very simple matter, get my account numbers straight, and they can not even do that despite multiple follow *** and claims they fixed things.  I feel sorry for all patients dealing with this department.  If you read  a large number of reviews of the *** Billing Department and they are all terrible and same as mine, they s**** up again and again, despite patient's repeated efforts to correct *** mistakes.  Something needs drastic needs to be done with this department, they are a mess, and a complete overhaul is obviously needed.
  
  Sincerely,
  
  ***************************

  

  Business response

  06/29/2024

  In accordance with the initial response, the ********** of Alabama at ********** (UAB) *************** conducted a thorough review of the Patients concerns, identified the errors and met with the appropriate subject matter experts to ensure the application of the appropriate updates to the Patients account.  As a result of our remedial actions,the claims processed correctly and the Patient now possesses a zero-balance.
  Upon receipt of the Patients subsequent concerns, the UAB *************** contacted the Patient, confirmed the actions being taken on the Patients behalf and provided a detailed itemized statement reflecting charges associated with the Patients care.
  Throughout the course of this complaint, the UAB *************** has adhered to its common-sense approach to complaint resolution and completed all of the actions outlined within the initial response.  We apologize for any subsequent confusion associated with this complaint and look forward to providing services to the Patient in the future.  Should the Patient have any additional questions or concerns regarding this matter, we would ask that he contact *********************** at ************** or **************.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am on a payment plan to pay off treatment for cancer. I got in the mail a letter threatening of sending my account to collections. I AM ON A PAYMENT PLAN.....so why threaten me? Payment plan is paid up to date (5/8/2024).

  

  Business response

  05/31/2024

  In response to the recent Better Business Bureau complaint,the ********************* at ********** (UAB) *************** conducted an immediate review of the ******** concerns and quickly identified an internal error associated with a system generated statement.  After speaking with the Patient, we were able to provide additional clarification regarding the outstanding balance and apologize for the erroneous communication.  In addition to resolving the ******** financial concerns, we provided the Patient with the appropriate contact information for any future questions.  We hope that our sincere apology and transparent approach will resolve all of the ******** concerns.     
  We hope that our ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions or concerns regarding his ongoing payment plan, we would ask that he contact *********************** at **************.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2023, either February or March, I went to a cardiologist at *** in **********. My appointment was with a woman, first name ******** (don't remember last name). A male doctor billed me and I called UAB billing for clarification. The bill is still in review. I've made monthly payments to UAB since last year (both ********** Services and UAB Medicine). Amshare has been sent my bill for a service with UAB. I've called UAB at ************ to get clarification on what bill and why it is with *******. I have spent in excess of an hour on the phone between being on hold and speaking with a person. I've not been able to get an explanation or any assistance. My account is consistently paid monthly. I am at a loss as to how to resolve this or even understand why ******* is involved.

  Customer response

  04/12/2024

  My complaint is with UAB for sending my account or information to Amshare while I was/am current with monthly payments, and also for the lack of communication and explanation and the difficulty with their customer support in the billing office.

  

  Business response

  04/23/2024

  In response to the recent Better Business Bureau complaint, the ********************* at ********** (UAB)*************** conducted an initial assessment of the ******** concerns and identified the need to speak with the Patient regarding her complaint.  After speaking with the Patient, we were able to provide additional clarification regarding the outstanding balance and confirmed the need to establish an approved payment plan in order to prevent subsequent collection efforts.  In addition to the ******** financial concerns, we have reviewed her interactions customer service and attempted to identify opportunities for improvement.  We hope that our open dialogue and transparent approach will resolve any remaining concerns.     
  The UAB *************** would like to apologize for any confusion associated with this matter.  We hope that our ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions or concerns regarding this matter, we would ask that she contact *********************** at **************.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 18, 2023, I was in an auto accident. I was transported to *** Hospital for emergency care and ended up staying for three days. I have no health insurance and was given a self pay discount. I submitted a bill to auto insurance that paid a VERY small portion of the bill. After this, my self pay discount was taken away. Originally, the bill was around 70k. Self pay discount brought it down to 20+k. ******************** paid for 5k. Why in the world would my self pay discount be taken away for auto insurance paying a small portion This makes absolutely no sense. I do not have health insurance so I should still receive the self pay discount. We have paid down the bill considerably (only have around 11k left to pay) and the billing department will not work with me on payment amounts for the remainder. What they're asking us to pay monthly, is more than a car payment each month! That's not reasonable at all! And they're wanting a "down payment" on top of the 50+k we've already paid in order to set up a payment plan! I was also given two medical record numbers which has made the online payment system beyond confusing. The numbers reflected there do not match up to statements we have received so that's made matters even worse. Ideally, we would like our self pay discount back since we do not have health insurance. At bare minimum, we should be able to set up a payment plan for what we are able to afford each month for the remaining balance. This is a huge flaw in your billing system that absolutely needs resolved promptly. Auto insurance should not be a disqualifier for the self pay discount!

  

  Business response

  03/05/2024

  In response to the recent Better Business Bureau complaint, *************************************** (***) *************** conducted an initial assessment of the Patients concerns and identified the need to speak with the Patient regarding his complaint.  After briefly speaking with the Patient, we were able to address his concerns and reach an equitable agreement to resolve the outstanding balance.

  The *** *************** would like to apologize for the delayed resolution of this matter.  We hope that our common-sense approach and ongoing commitment to excellent customer service will encourage the Patients family to continue to seek our services for any future healthcare needs.  Should the Patient have any questions or concerns regarding this encounter or any additional dates or service, we would ask that he contact *********************** at **************.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a bill for a payment I have already paid. I have tried several times to call the ************ to discuss this matter and no one will answer or return my calls. Acct # ************

  

  Business response

  11/08/2023

  In response to the recent Better Business Bureau complaint,*************************************** (***) *************** conducted an initial review of the Patients account and promptly identified the need to speak with the Patient.  After communicating with the Patient, we identified that the account in question was related to a physicians bill associated with treatment received at **************** (*** West).
  In order to assist the Patient, we contacted the *** West *************** and alerted their leadership of the Patients concerns.  As a result, the Patient will be contacted within 24-hours in order to address his complaint.    
  We hope that our actions and ongoing commitment to excellent customer service will encourage the Patient to seek our services for any future healthcare needs.  Should the Patient possess any additional questions or concerns, we would ask that he contact *********************** at *************.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I submitted 2 payments to pay a bill to account number ************ payment was submitted on 06/08/2023 in amount of $93.61 and cleared my bank account on06/13/*********** payment was submitted on 06/23/2023 but was returned back to my bank in the amount of $106.36 because they refused to accept it however no one can tell me where the $93.61 is *** SAYS to contact the credit union and Legacy Federal credit union says to contact ***..AND no one seems to be doing anything except me with all of the calling back and forththe ticket number with the credit union is ***** in case you need itI wish to have the missing money added back to my account so I can get this bill paid and stop worrying about it

  

  Business response

  08/20/2023

  In response to the recent Better Business Bureau complaint,*************************************** (************* Office conducted a thorough review of the Patients account and promptly identified the missing payment ($96.31).  Upon location of the payment,we immediately postponed all collection efforts and allowed additional time for the payment to be applied to the correct encounter.   
  We apologize for the  confusion associated with this process and are actively identifying opportunities for improvement in the future.
  We hope that our actions and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions, concerns, or request any additional information, we would ask that she contact *********************** at **************.

  Customer response

  08/22/2023

   
  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.

  
  Sincerely,
  
  *********************

  ***note*** Thank you BBBI would not have been able to get this resolved without your help.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on Jan 25th 2023 i was admitted to hospital for day surgery. at the time I was told I had to pay a 3day stay co pay.it was 870 dollars it turned out that after their slow billing I met my out of pocket for the year and do not owe for a copay. I am told that until ********** settles the bill I will not receive a refund. ********** has sent me two summary of benefits to prove the bill has been paid. I think 4 months is long enough to hold my money. they refuse a refund until they are satisfied with the insurance payment .

  

  Business response

  06/15/2023

  In response to the recent Better Business Bureau complaint, *************************************** (***) *************** conducted an immediate review of the Patients account and promptly refunded the Patients payment.
  We apologize for the initial delay associated with the refund process.
  We hope that our actions and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions, concerns, or request any additional information, we would ask that he contact *********************** at **************.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In January of 2021, my son had surgery at *** under the care of ****************. Two days prior to surgery, I received a request from the billing department to pay upfront our portion of the surgery. Per our insurance coverage with United Healthcare my son had a $2500 ***imum out-of-pocket for the year. The billing office requested that exact amount and I paid (see attached receipt). A few months later, I receive notice of claims being paid and discover that the substantial surgery had been billed to UHC with my husband as the patient and not my son. Over the weeks, several claims were billed incorrectly. I have spent countless hours with reps trying to fix these billing mistakes. It resulted in claims being reversed from husband and rebilled with correct patient, but in doing so it totally confused the billing department in showing that we had already paid his out-of-pocket *** and should not owe anything. *** is STILL in 2023 trying to rebill these claims and have sent me bills as if I owe them money. We paid not only the $2500, but due to these errors we also ending up paying physical therapy and other copays as when things were being processed the BIG surgery amount wasn't showing on my son's insurance claims so it appeared we had not met his out-of-pocket (because the big claims were sitting under my husband's account). I have now been sent to collections over 2 xrays. Yet, I have a statement from *** showing patient owes nothing. I have UHC verifying we owe nothing over $2500. I can't get anyone at *** to acknowledge or understand any of the above. Complete circles and tireless communication with them now for over 2 years. Aside from seeking legal professionals, I am at my ending point in trying to get this resolved. Even today, *** has failed to file the large surgery to my son's claims. I owe them nothing. I already overpaid medical for that year. I want this to be resolved!! *** may be great healthcare, but is an administrative nightmare.

  

  Business response

  06/12/2023

  In response to the recent Better Business Bureau complaint, *************************************** (***) *************** conducted a thorough review of the Patients concerns.  After additional communication with the Patient and further review of the account, we were able to identify our error and acknowledge the proximate cause of the Patients grievance.
  After further collaboration with the Patient, we corrected our mistake and agreed upon an equitable resolution of the Patients concerns.
  We apologize for the initial error, the ongoing failure to recognize the Patients concerns and the compounding events that occurred as a result of our delay.  
  We hope that our sincere apology and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions, concerns, or request any additional information, we would ask that he contact *********************** at **************.

  Customer response

  06/12/2023

   
  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.
  

  **************' communication and ability to resolve this issue is appreciated more than I can express. I am grateful for his time, effort, and understanding. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My insuranance has already paid on the bill that you sent to mobile as a collection and I am not paying on it

  

  Business response

  02/16/2023

  In response to the recent Better Business Bureau complaint,*************************************** (***) *************** conducted a thorough review of the Patients concerns.  Upon further review of the Patients account and billing records within the ***************, we were able to ensure the accuracy of the outstanding balance and confirm the exhaustion of internal collection efforts.  According to the secondary-payers explanation of benefits the remaining balance is identified as patient responsibility.  
  We apologize for any confusion associated with the outstanding balance and welcome any future inquiries.  We hope that our common-sense approach and ongoing commitment to excellent customer service will encourage the Patient to continue to seek our services for any future healthcare needs.  Should the Patient have any questions, concerns, or request any additional information, we would ask that he contact *********************** at **************.

*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. ↩