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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Your billing company has violated HIPAA numerous times of which I have physical evidence proving. I have called more times than I can even count and complained over and over again that you are billing me for someone I am NOT related to. Your billing department did their own internal investigation when I advised them to look at the signature of who brought the patient in, and they found that I did NOT bring in the patient. For a short time, they stopped billing me. Then all of a sudden everything was put back into my name and I was getting nonstop dialer calls with half cut off voicemails filling up my inbox to the point that I could not receive other messages. I called into the billing department again and told them to look at their own notes and the results of their own investigations and to STOP immediately with this. Then they decided to send me yet another bill. You have allowed another person to obtain medical care using my name as the guarantor and continue to allow this to happen. I have filed a complain with Health and ********************* of ***** Rights and now I'm filing a complaint here as well. I am tired of the harassment over the last year by your inept billing company. I even showed them how a false guarantor number was created under my name and provided them with my correct one, once again proving that they should not me billing me and that if it was my bill, it would have been written off with my HDC. However, because it's not tied to my real guarantor account number there is an outstanding balance. I have provided over and over again all of the information necessary to make this stop and they have not stopped. Now I believe accounts have been sent to collections in my name even though I do not owe. This is directly the fault of Poudre Valley Hospital and their billing associates. I cannot upload my evidence otherwise I will be violating HIPAA myself but I am happy to provide copies directly to *********************.Customer response
03/21/2024
I have emailed the ***** form to *****************************************
Business response
03/21/2024
Dear *****:
I have contacted ******************* concerning her complaint and will be working to get this corrected. Our apologies have been extended and feedback will be provided to the leadership at our billing center.
Sincerely,
*****************;
Escalation ********* ***************** Experience
Customer response
03/22/2024
Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is actively being worked on. However, this does not serve as a forgiveness or an acceptance of the outcome. Only that I am accepting that someone is finally working to correct this error.
Regards,
*****************************Customer response
03/22/2024
Please be advised this has been turned over to the following agencies: Colorado ************************* (************************), Health and ***** Services ********************** (HHS/OCR), and the ****************** Protection Bureau.Business response
03/28/2024
Hi:
UCHealth has been working with ***************************** to resolve her complaint. We spoke with her today and provided her with a status update on her complaint.
Sincerely,
************
Escalation ********* ***************** Experience
UCH
Customer response
03/28/2024
Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
10/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am filing this complaint because I am not finding it reasonably possible to work with the UCHealth Billing Department (************). On multiple occasions, I have requested an itemized statement for the following bills that we have paid. We require an itemization to try to obtain reimbursement from our healthcare sharing program, and to verify that we are not being billed for the same invoices again (we continue to receive bills for those dates, despite paying the amounts below). We paid medical bills as follows: 1) 5/13/2022 - $229 2) 6/5/2022 - $79.22 3) 6/14/2022 - $1,066.10 4) 6/18/22 - $930.12 UCHealth is not making it reasonably possible to access the itemized statements. Their billing department claims to have mailed the itemized statements, but we have not received them. We do continue to receive bills, but never the requested documents. They refuse to provide them in any other reasonable fashion, such as on their billing portal, by email, by fax, over the phone, etc. They insist on using the mail, but the letters do not arrive and they won't provide any other way to access the information. I am requesting itemized invoices for the amounts paid, as listed above. Thank-you, ****** ********Business response
10/04/2022
Hi:
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.
A message has been left for the patient.
Sincerely,
Donna M ******, MBA
Escalation Manager – Patient Financial Experience
UCHealthCustomer response
10/06/2022
Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
**** ********
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.