Business Profile

Hospital

UCHealth Memorial Hospital Central

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Complaints

This profile includes complaints for UCHealth Memorial Hospital Central's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:02/21/2025
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 pulled my car into Memorial Hospital on ******* in ****************. I parked my car behind other cars. There were no signs, no instructions, and no employees or anyone else directing traffic. I got out of my car, and entered the hospital. I asked where the pharmacy was, and it wasn't too far from the entrance. At the pharmacy, I was told that there was a 10 - 15 minute wait. I asked if it was okay if I was parked outside, and I described where I parked. I was told that this was fine. 15 minutes passed and my prescription wasn't ready. I went outside to check on my car, and there was a $60 ticket for 'unattended vehicle on ramp'. Again, there were no signs, there was nobody directing traffic, no guidance whatsoever. It feels like a scam/money grab to me.
Business Response
Date: 02/24/2025
Dear ****** ******:
Thank you for forwarding this complaint from ******* *****. ******* Smiths complaint has been sent to the UCHealth Memorial Hospital Central, Pharmacy leadership. We have asked them to review and contact ******* *****, to discuss his concerns.
His complaint has also been sent directly to UCHealth Memorial Hospital Central ********************* to review his statement: there were no signs, no instructions and no employees or anyone else directing traffic.

Sincerely,

*****
Escalation *************************** Experience
Customer Answer
Date: 02/26/2025

Complaint: 22974451

I am rejecting this response because the hospital staff is rude and disrespectful. I am a customer. After I asked, ********************** staff told me that where I was parked was acceptable.

Sincerely,

******* *****
Customer Answer
Date: 02/26/2025
No I haven't. It's not a good organization, this UCHealth. I had a prescription to pick up there and they couldn't care less.
Initial Complaint
Date:11/22/2024
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 completed unattended sleep study 5/1/2023. Tried to resolve it myself to *** ignoring issue. Charged me for test done at home $3,312.55. My insurance covered $333.70. This was a surprise bill since I was never given estimate of the cost. I feel they grossly overcharged me for services, since on their site with no insurance they give estimate for approximately $400 cost for same test. I initially paid $554.36 and after being reported to collections agency additional $ ******. Total out my pocket was $858.05.I attempted on numerous occasions with representatives in billing department to resolve this issue, did not provide my with itemized bill upon request, instead reported me collection agency. I would like someone to look into this again and refund any discrepancies. Thank you
Business Response
Date: 11/25/2024
November 25, 2024
Dear ****** ******,
I have contacted ********* Kundlak, letting her know that we have received her BBB complaint, and it is under review. UCHealth Memorial Hospital will work directly with the patient to resolve her complaint, and we strictly adheres to patient privacy laws which prevent disclosure of patient health information or billing details to a third party or public website, such as the BBB.
Sincerely,
***** *.
Escalation *************************** Experience.
Initial Complaint
Date:07/18/2024
Type:Customer Service 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.
I gave birth to my daughter on March 2, 2023. They improperly billed my insurance a second time (the first time was correct) and sent me a bill for a deductible that I did not owe. They also billed my husbands insurance (billed both insurance companies, got paid in full twice), double billed, for the full amount, and have been unable to reverse the charges, provide copies of both reimbursement checks, or come to a resolution with my insurance company. This has been going on for a year now and they still will not allow me to file a formal grievance with the company, or resolve my issue in a timely manner. They illegally double billed and got paid twice in full amount, and have not been able to provide any resolution, response, or requested documents. Illegal billing practices. They have received all proper and appropriate EOBs, receipts, and requests but both insurance companies and still have not provided reimbursements.
Business Response
Date: 07/22/2024
Dear ******:
UCHealth Memorial Hospital North strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. The hospital addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with *************************.
Sincerely,
************
Escalation ********* ***************** Experience

Customer Answer
Date: 07/24/2024

Complaint: 22008401

I am rejecting this response because: there has still been no escalation or resolution to this issue. I have been given the same response that I have received for almost a year now. There has never been a way to file a formal grievance and get a resolution with UC Health billing and for years now they have been charging patients incorrectly.

Sincerely,

*************************
Business Response
Date: 07/25/2024
Dear ******:
UCHealth has made two attempts to contact ************************* with a status update. We ask that she contact ************ at the number provided.
Sincerley,
************
Escalation ********* ***************** Experience
UCHealth
Customer Answer
Date: 07/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have been in contact with *****. She has worked to help me escalate the claim and find out why it has taken over a year and why the procedure for escalation and grievance have not been followed. Still awaiting a solid resolution, and frustrated it has taken a BBB complaint to get anywhere on this claim. But I am so glad ***** reached out and I am finally in the right department.

Sincerely,

*************************
Initial Complaint
Date:05/23/2024
Type:Service or Repair 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.
I have been seen twice at non-hospital providers and got billed at hospital rates despite there being no warnings about the claims being filed through the hospital. The first time was Nov 7, 2023. I was given labs at ************************ and there are signs that it's billed through UC Health but never once did the signs say that it was billed through UC Health Memorial Hospital. This caused my out of pocket costs to go from $10/20 to almost $200. Then on May 3, 2024, I had a foot X-ray done at UC Health Radiology - Woodman. I asked multiple times before had how it's billed and I was told they billed under the **************** and not the Hospital. The clerk at the counter didn't know but assumed that it was billed under the radiology center also. This turned out to be a lie as it was billed under UC Health Memorial Hospital. This is Abuse in billing and is overinflating ******** to increase revenue. I want both of these bills written off in full for any money that is still owed and the lab fees pulled back from the collection agency.
Business Response
Date: 05/23/2024
Dear *******************:

UCHealth Memorial Hospital strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. The hospital addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient.
An outreach will be made to ******************* letting him know that his complaint has been received and is under review.
Sincerely,
************
Escalation Manager - UCHealth
Customer Answer
Date: 05/24/2024

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 provided they follow up on their initial contact.

Sincerely,

*******************
Initial Complaint
Date:02/03/2024
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.
Refund $700
Business Response
Date: 02/05/2024
Dear ********************:
UCHealth reviewed the patient's complaint, and a letter was sent to the patient on October 11, 2023. Upon completion of our investigation, UCHealth determined that the patient did not have an active secondary coverage at the time of service. The primary insurer was billed and there was a patient responsibility due. The patient only paid $700.00 of the amount due after insurance. UCHealth did not issue a refund for $700.00. UCHealth explained in detailed, why no refund was issued.
UCHealth will re-mail the response letter to the patient.
Sincerely,

************
Escalation ******** ***************** Experience

Customer Answer
Date: 02/05/2024
Need refund.
$700.
i had double insurance at the time but they only put one down.
Customer Answer
Date: 02/06/2024

Complaint: 21242348

I am rejecting this response because: that bull c*** I have called my secondary insurance and they said I had them too.

Sincerely,

*****************************
Business Response
Date: 02/08/2024
Dear *****************************:

UCHealth received and reviewed your complaint. Several attempts were made to contact you without success. The results of that review were sent to you via letter. If you have any questions about the results of our review and the instructions provided, concerning proof of insurance coverage at the time of service, please contact the UCHealth staff member that completed your review. Thier number is listed in the letter.
UCHealth will be resending that letter to you.

Sincerely,

*****************;
Escalation ********* ***************** Experience

Customer Answer
Date: 02/09/2024

Complaint: 21242348

I am rejecting this response because: I deserved the $700 refund.

Sincerely,

*****************************
Initial Complaint
Date:01/02/2024
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 went to the hospital to get help an they just checked my vitals an sent me by my way
Business Response
Date: 01/03/2024
UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient. Thank you.
Initial Complaint
Date:11/03/2023
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 received a collection letter from a collections agency stating I owed money to uchealth. I went online and checked my account and there were no bills(I am paperless). I then checked my minors account attached and no bills. Uchealth sent my minor childs information to the collection agency along with is personal information. (dob etc..). I called and was told they tried to mail me letters.. BUT I AM Paperless!! They were sending to an address I had no idea what it was. When I asked why the collection agency has my address they had no answer. I want to know what personal information they sent to this 3rd party collection agency of my minor child and if they sent his social security number. Also, do they encrypt their transmissions and if so the method. I would like to know why they are putting people's credit on the line with no bills sent electronically when that is how I have always received my bills. There is no possible way for me to know I owe when they don't contact me through the methods I have selected online.. which they beg is to do to save them money on mailing. Guarantor Account: *********
Business Response
Date: 11/04/2023
UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient. Thank you.
Customer Answer
Date: 11/06/2023

Complaint: 20823766

I am rejecting this response because:
you are willing to send my minors info to a 3rd party collections agency but not respond through the reputable bbb?

Sincerely,

*************************
Business Response
Date: 11/07/2023
UCHealth strictly adheres to patient privacy laws, which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. We address all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager has made several unsuccessful attempts to contact the patient, but will continue to try. Thank you.
Initial Complaint
Date:09/30/2023
Type:Sales and Advertising 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 had double insurance around the time when I got admitted to the hospital on November 4th, 2020, until the next day, which was November 5th, 2020. Still have a $600 balance My dad told the hospital that I had double insurance at that time.
Business Response
Date: 10/02/2023
Dear ********************:

We are writing in response to the BBB complaint ID ********. UCHealth - Memorial Hospital strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. The hospital addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient.
UCHealth will review the complaint and contact the patient directly. The review will take up to 7 to 15 business days to complete.

Sincerely,
*****************;
Escalation ********* ***************** Experience
UCHealth
Customer Answer
Date: 10/02/2023

Complaint: 20680578

I am rejecting this response because:

Sincerely,

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

I want my refund back.
Initial Complaint
Date:02/08/2023
Type:Service or Repair 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.
In December 2021 I visited UCHEALTH in **************** off Janitelle road. My husband and I were about to move to ***** on Navy orders and I was sick and needed to make sure I did not have Covid as flying would not be an option at that time. I received treatment and a negative test, and left with the assumption everything was taken care of. Fast forward to now, 2023, and I am still dealing with Incompetent people who have now ruined my credit, and have STILL not updated my insurance to correct their mistake. Someone elses insurance with ************ has been used and I have been sent to collections and paid bills without a refund that I never should have been charged with in the first place. I am disgusted that after talking to over 8 people, reassured multiple times that insurance would be corrected, and waiting ***** days to resolve the issue is STILL happening. They have done absolutely nothing and being half way across the world I cannot step in to speak with someone in person. I have to be inconvenienced to wake up early to talk with someone as I am in *****, all to have NOTHING fixed. They have now acted on fraudulent activity using someone elses insurance, and created a situation where identity theft is now an issue. My credit has been ruined all because a company could not fix a simple mistake. At this point, the only resolution I see is taking legal action to insure I am not at blame for their actions. I could care less for an apology as years of building credit has been shot, and this whole mess is not something I can fix. The billing department is a f****** joke and the employees who had the opportunity to fix this situation should be ashamed. Needless to say, I will NEVER be returning to a UCHEALTH facility, nor encouraging anyone I know to go.
Business Response
Date: 02/08/2023
Dear *********************:

UCHealth strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. The hospital addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient.

Sincerely,

*********************** - **************** Escalation Manager -
Patient Financial Experience
UCHealth

Customer Answer
Date: 02/08/2023

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,

*******************************
Initial Complaint
Date:01/24/2023
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.
UCHealth is attempting to double-bill me. I received services from UCHealth on November 18, 2022, and paid for these services using my credit card (two separate charges). UCHealth later sent me a bill demanding payment for these same services. I called UCHealth to resolve this issue, and they told me that the account would be corrected. However, they continue to send me bills and insist upon repeated payment.Double-billing medical patients is a fraudulent practice that typically exploits the elderly, and as such, must be reported, and corrected whenever identified.I would like UCHealth to immediately desist in sending me medical bills. I would like them to update my account to show that all services have been paid in full, and I would like a statement mailed to me showing a zero balance.
Business Response
Date: 02/06/2023

Dear *******************:

UCHealth strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the BBB. The hospital addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patient. A UCHealth Billing manager and/or supervisor will address this complaint directly with the patient.

Sincerely,

***********************
UCHealth - ***************** Experience

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UCHealth Memorial Hospital Central is NOT a BBB Accredited Business.