Complaints

This profile includes complaints for University of California Irvine Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  University of California Irvine Medical Center

  101 The City Dr S # S Orange, CA 92868-3201

• 

  University of California Irvine Medical Center

  1 Medical Plaza Dr Irvine, CA 92697-0001

• 

  UCI Health Newport

  20350 SW Birch St Ste 206 Newport Beach, CA 92660-1530

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UCI Health sent outstanding balances to collections although Ive been paying a certain amount a month sometimes multiple times a month through the app (MyChart) and the amount I paid should be going to whatever I have outstanding as it says Apply Automatically (Recommended) to avoid going into collections versus picking a specific office visit to pay. Clicking apply automatically means they use whatever money I am paying to pay my the outstanding balances. They (***********) confirmed my payments are going through and are applying to my outstanding balances but still sent some balances to collections that should have been paid with the money I am paying. ******** couldnt tell me how they select what gets paid but it makes no sense some balances from Nov are paid and other sent to collections when balances from Dec and ******* are paid. I asked them why didnt the payments I made apply to the most outstanding balances to avoid going to collections and her response was that in the app it tells me to select which balance I want it to apply to but in the app it does says that but its on the bottom of the Apply Automatically (recommended) which I trusted they would do the right thing and apply them to what was most outstanding and not pay something from Jan or Feb and sent something from Nov to collections. I asked to speak to a supervisor to explain to me why they recommended that option in the app but in the end it impacts the patient and was told no one was available and would get a call back but couldnt give me a timeframe of when ******** would call me back to explain.

  Business Response

  Date: 04/28/2025

  thank you

  we will contact patient and assist.

  Patient Experience 

   

  Customer Answer

  Date: 04/28/2025

  
  Better Business Bureau:
  
  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

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern and dissatisfaction with the billing practices I encountered during my recent visit to UCI Medical Center.Upon receiving my final bill, I was alarmed to find multiple charges that were neither disclosed to me beforehand nor explained during the course of my treatment. At no point was I informed of these additional costs, nor were they listed in any documentation or discussed during my consultation and care. This lack of transparency is not only unethical but has placed an unexpected financial burden on me.

  Business Response

  Date: 04/10/2025

  Received - thank you 

  we will contact patient 

  *****

  Patient Experience 

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the instructions if ****************** *********** we had scheduke a lung biopsy surgery at 7:00am, with completely fast from 12 am the previously day, my mother's surgery began at 11:10 am 4 hours after, it's not the first time that she has this procedure 8 people's were present at the surgery, but no Dr ********** I don't knowif they were students, nurses or assistans, but obviously it is no normal for a biopsy and unprofessional that her doctor was not at the surgery, she had no contact before o after the surgery when the surgery was over they left my mother more than 3 hours without attention, we had to ask for medicine cause she has severe headache and bausea,,definitely very por care for the patient being an elderly person, at this day we don't have received results of his x-ray arguing that the radiologist was at home and they didn't know how long it would take,,only 1 Radiology works in that area??? We did not receive any written or verbal indication for home care, to prevent symptoms of surgery (this is her third biopsy procedure and it was very different from the previous ones) it's important to emphasize that trust in a Doctor begins with the interest and attention that he o she provides to his patient, little interest only generates fear and doubts and perhaps most importantly, the patients health can be compromised. I will greatly appreciate the measures taken in this situation, not only for my mother, but for all the patients because this situation made feel RACISM AND DISCRIMINATION.

  Business Response

  Date: 03/11/2025

  thank you - we will contact patient  

   

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/22/25 2/3/25 I took my daughter to see an ophthalmologist at UCI Irvine location twice. In addition to the provider fee (that is billed separately- they took a copay as well), they charged an additional $180 facility fee for every appointment. I was not notified of this additional charge verbally, and they bury this information in the paperwork that you sign at the time of the appointment.The billing department representative acknowledged that it is very deceptive, and that they have made complaints to upper management, but legally there is nothing one can do if they signed the intake forms. Highly deceptive business practice. My two appointments were an exorbitant amount that I now need to pay over 8 months. I would have never gone twice had I known about the additional facility fee to see an ophthalmologist.

  Business Response

  Date: 02/14/2025

  We would like to extend our sincere apology that the experience fell short of your expectations and understand your frustrations regarding the dual billing system.  The facility fee is a necessary charge applied to all patients at some of our locations and is described in the terms and conditions you signed. We would advise you to reach out to your insurance as some policies will cover the facility fee.

• Initial Complaint

  Date:12/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have full coverage insurance (Blue Shield CA PPO) yet my bills are skyrocket high they (*** and PMS) have cited in letters, since I don't have insurance to cover my bills, I am being billed for care personally; I was not explained charges by the hospital system nor the collection agency. This is criminal how they are pursuing thousands of dollars plus interest when I only take home 50k a year living in so *** while also being in other debts such as credit card and IRS. I don't understand why I am now being pursued for near 3k PLUS INTEREST. I am drowning in debt prior to these seemingly fraudulent medical bills. *** HAS NOT AND WILL NOT EXPLAIN ANYTHING and NEITHER WILL PMS EXCEPT FOR SEEKING COLLECT DEBT ASAP. I don't understand as a consumer how I am supposed to just blindly pay for care and I do not think I should have to pay for. I think the hospital system does not do a good job at billing and does not pursue rejected claims from insurance, therefore, collecting a bill for me and having the audacity to send to collections is outrageous and criminal. I am willing to pursue legal action if this is not resolved ASAP.

  Business Response

  Date: 12/30/2024

  Thank you We will contact patient 

  thank you

   

• Initial Complaint

  Date:12/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited a doctor on 11/15/24 for a toe injury. The doctor mentioned a "possible" fracture after an ultrasound but didnt confirm it. I was advised to wear a post-op shoe, and when I asked where to get one, I was told it would be provided, with no option to purchase elsewhere.On 11/25/24, I received an EOB from my insurance listing CPT-*****, coded as surgery. Confused, I contacted my insurance, leading to a three-way call with *** billing. During the call, the billing department unprofessionally yelled at me, explaining outpatient charges apply to all patients. However, the matter I raisedabout why this was charged under an office visitremained unanswered.A nurse later clarified there were three charges: post-op shoe, office visit, and ultrasound. When I asked why the shoe cost over $500 when the same brand is under $25 on ******, she couldnt explain and redirected me to billing.On 12/2/24, ******* from Anthem informed me that the doctor's office submitted the matter for coding review, which would take 714 business days. On 12/4/24, ******** from *** billing told me no adjustments would be made. She claimed CPT-***** was used for a physical examination of my toe. However, my research shows this code is for "closed treatment of fracture, phalanx or phalanges, other than great toe; without manipulation." There was no confirmed fracture, and the code doesnt apply to post-op shoes, as they arent splints or ********, is CPT-***** for a post-op shoe or a physical exam? Wouldnt a physical exam fall under the office visit charge? This lack of transparency and support leaves me feeling UCI Health is prioritizing revenue over patient care, which is unacceptable.

  Business Response

  Date: 12/26/2024

  thank you 

  we will contact patient and assist 

  thank you

  Norma 

  Patient Experience  / UCI

   

  Customer Answer

  Date: 01/07/2025

  Hello,

  
  

  I filed complaint ID# 22730112 on 12/25/24 for my complaint against UCI Health. UCI Health notified BBB that they will contact me directly to resolve the issue. However, I have not been contacted by UCI Health and BBB closed the case as resolved. Can you please re-open?

  
  

  Thanks,

  ********

  Business Response

  Date: 01/07/2025

  thank you we will contact patient 

  thank you

   

• Initial Complaint

  Date:12/22/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm submitting a complaint against *** deceptive billing practices. I scheduled an appointment on the phone for 9/20/24. I explicitly requested an Annual Wellness Visit covered under my insurance as preventive care. This was confirmed on the phone. At no point during the scheduling process or the appointment, or in mychart, was I informed that this visit would be classified or billed as an ***************** appointment. This critical lack of communication deprived me of the ability to make an informed decision, and as a result, I have been unfairly billed $628. The visit aligned with the standard components of an Annual Wellness Visit,including: General health review:discussion with the resident about my general health, discussion of last year's mammogram, and the importance of preventive screenings. Preventive counseling: Detailed advice on breast cancer screening, colon screening,and future screening schedules. Health risk assessment: A review of risk factors for depression and other potential conditions. Physical examination: A brief check of vital signs conducted by the attending physician. As a long-time patient of UCI Health since the age of 15, I trusted that they would act in good faith and provide clear information. I am willing to pay my fair share for the services I received (e.g. a prescription for my chronic sinus infection). However, I cannot accept being charged $628 for a service I did not knowingly request or consent to. Most of the time at the clinic was spent providing services which are part of standard preventive ******* resolve this dispute fairly, I requested, but I was denied, the following actions:1-A reassessment of the billing code to reflect the Annual Wellness Visit I explicitly requested and received.2-Reprocessing of the insurance claim to ensure proper coverage.3-A review of internal communication practices to prevent similar issues for other patients in the future.

  Business Response

  Date: 12/23/2024

  thank you

  we will contact patient and assist

   

  Customer Answer

  Date: 12/27/2024

  UCI health has not responded to this complaint.

  Business Response

  Date: 12/30/2024

  we will contact patient

  thank you

   

  Customer Answer

  Date: 01/07/2025

  once again, no answers received.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my OBGYN for an *** insertion on October 24th 2023. I went through my insurance of United Health Care. I received the ****** *** device. 3 months later I was sent a bill for $6,954.00. Since I work in health care I knew that is not how much an *** insertion costs and if I was charged that amount they should have told it was that much before doing the procedure. I have filed a complaint with the UCI Health ******************** since even on their website it says at most the *** insertion total fees should be $2,367.00. After their review I am still being charge with $5,276.14. After investigation of the device this is more than the procedure and device should cost.

  Business Response

  Date: 10/25/2024

  thank you 

  we will contact patient .

   

   

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a Rheumatology appointment with Dr. ****** ******* on 3/26/2024. The customer service representative told me to make the appointment at Newport Beach location so I would not be charged any facility fees since it is their outpatient facility. I made the appointment at Newport Beach. The representative did not tell me about any other costs for the visit.I called back well in advance of the visit and spoke with a customer service representative requesting for an estimate cost of the office visit. I was told that UCI Health does not provide any estimate cost for the visit. I called back again sometime later and got another representative who provided a website link to get an estimate cost, but the website was not user friendly. I tried to get an estimate cost but didnt receive any help on how to use the cost estimator. UCI Health should not have patients do this on their own, especially since we dont know what to input to get the an accurate estimate. Basically, UCI Health did NOT help me with getting any kind of cost estimate or good faith estimate for the visit. UCI Health was NOT transparent in providing me, either in writing or verbally at the time of my visit what the visit could cost.I received the bill for the visit dated 8/6/2024, with a charge of $974, of which my portion was $631.44. The visit was an outpatient, specialist visit, and I didnt understand why it would be nearly a thousand dollars. I was told that the Newport Beach location does not charge for facility fees or hospital-related charges. I was shocked at the extremely high cost of the bill. I also disagree with the time billed, which was for one hour, but I was in the office for about 30 mins.This is very shady practice of UCI Health, and this could be in violation of patient consumer rights and price transparency laws. I want this bill adjusted since the charge is excessive for the type of visit I had.

  Business Response

  Date: 10/10/2024

  thank you

  we will contact patient

   

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a formal complaint against UCI Health due to their deceptive billing practices, lack of transparency, and misleading communication, which have resulted in unwarranted stress and a final pre-collection notice despite ongoing investigations.I repeatedly requested an estimate for a skin testing procedure from UCI Health but was only given a CPT code (***** X 80) to consult with my insurance. This code does not reflect the actual cost, which varies by provider. UCI Healths refusal to provide a clear estimate suggests an intentional effort to hide pricing information. Additionally, I was billed for three different codes (*****, *****, *****) despite being informed of only one.During a prior office visit, I questioned their significantly higher charges, and a UCI Health representative falsely attributed the $739 bill to my unmet deductible. This explanation was irrelevant and misleading, as the providers charges should not depend on whether a patient has met their deductible.I documented all interactions, including calls and messages, and provided UCI Health with details. On July 1, 2024, a call from ************ confirmed they would investigate, yet I received a final pre-collection notice on August 20, 2024, without any follow-up on the investigation.Resolution Sought:1.Immediate halt to all collection actions until the investigation is completed.2.Full reversal of charges due to lack of transparency; I would not have consented to the procedure had I known the costs.3.Confirmation that this will not negatively impact my credit or financial standing.4.A detailed account of the investigations findings, including reviews of recorded conversations.Sincerely,********************* Cell: ************ Email: *********************

  Business Response

  Date: 09/04/2024

  thank you 

  we will contact patient and assist

  thank you

   

   

  Customer Answer

  Date: 09/05/2024

  
  Better Business Bureau:
  
  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,
  
  *********************