Complaints

This profile includes complaints for Rocky Mountain Gastroenterology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rocky Mountain Gastroenterology has 7 locations, listed below.

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• 

  Rocky Mountain Gastroenterology

  3333 S Wadsworth Blvd Unit D100 Denver, CO 80227-5117

• 

  Rocky Mountain Gastroenterology

  7000 W Colfax Ave. Ste. B Lakewood, CO 80214

• 

  Rocky Mountain Gastroenterology

  10001 N Washington St. Thornton, CO 80229

• 

  Rocky Mountain Gastroenterology

  4500 E Ninth Ave. Ste. 560 Denver, CO 80220

• 

  Rocky Mountain Gastroenterology

  8550 W 38th Ave. Ste. 300 Wheat Ridge, CO 80033

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:03/06/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 paid them, they tried billing me under four different entities, Rocky Mountain Gastro, ******************************************** *****************, and ************************. I had three procedure's done and paid the co-pay of ******, ******, and ****** and should owe no more money.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair 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.

  In 2023 I went to Rocky Mountain Gastroenterology Associates, in **********, **. As it turns out, they were negligent with my personal records which allowed a cybercriminal to steal my personal information. I have a letter from a company that they work with named ***************** that confirms the data breach. I tried reaching Rocky Mountain Gastroenterology and spoke with the office manager named ********. She was argumentative and belligerent and tried denying the event ever took place and read a prepared statement before hanging up on me.

  Business Response

  Date: 12/06/2024

  Ms. ****,

  First, let me apologize for the experience you had with our office manager, we were not told by Change Healthcare when these letters would be received by our patients.  However, the Change Healthcare incident has affected over 100 million people and we should have been better prepared for calls like yours.  I will work with our staff to improve how we communicate with our patients. Since this incident did not involve Rocky Mountain Gastroenterology computer systems, I do not have additional information to share with you. I understand that Change Healthcare has set up a hotline for affected individuals to call if they have additional questions.  That number is ************ or online at ************************************************************.

  As it relates to your request to destroy you data. Both Rocky Mountain Gastroenterology and Change Healthcare are required by federal and state law to maintain a copy of all of our patient's information for record keeping purposes for at least six years. Therefore, we are unable to delete all of the requested information. However, we can take steps to limit access and limit the amount of information we maintain to the minimum necessary to satisfy these requirements. To be clear, the information we are required to maintain are as follows:

  - ***************************************** Information

  - Medical History

  - Clinical Documentation

  - Treatment plans

  
  Again, I apologize for any inconvenience or concern this incident may have caused.

  Thank you

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22604322
  
  I am rejecting this response because it does not confirm what information they are agreeing to delete.  They just state which information they are required to keep on file for 7 years.  I want confirmation in writing that they are going to delete my social security number, home address, payment/credit card information, insurance member number, and date of birth.  Then I will be satisfied with the resolution.  Thank you.  

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

  Customer Answer

  Date: 12/18/2024

  I have rejected the response from Rocky Mountain Gastroenterology regarding the complaint, as it does not specify which information they are agreeing to delete. ****** *****, the Chief Executive Officer, only outlines what information they are required to keep for seven years, but there is no confirmation about the specific data I requested to be removed. 
  To resolve this, I need written confirmation of exactly which items they plan to delete, including my Social Security number, home address, payment/credit card information, insurance member number, and date of birth. Once I have that confirmation, I will be satisfied with the resolution. Without this information, I will have no other choice but to elevate my complaint further.  
  Could you please reach out to them and request clarification on which information they intend to delete?

• Initial Complaint

  Date:11/22/2024

  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 have been taking a very expensive medication for several years now for SEVERE IBSD. I had an office checkup with ***** *****, PA, and she represcribed the medication ******* 75 mg, twice daily. I was supposed to get a month's supply, but she gave me 15 days knowing I was leaving the country for 18 days. During 17 hr flight home, I had a terribly attack because the meds had run out and basically everyone on the plane knew what had happened to me. It was mortifying!!!!!!!! When I returned I called and asked for a corrected amount for 30 days. two days later the pharmacy told me they needed a preauth from insurance. I called 8 more times and told the receptionist (I guess, she had a Hispanic accent) exactly what was going on. She said I would be called back by *****, then I was told I would be called by *******, then I was told on 11/20 that the preauth had been sent. The pharmacy said they never received it as of 11/21. I called ********** today (11/22) as I'm traveling again and they basically said nothing had been approved, and I was out of luck gettng my medication. The receptionist said there were no records of my calls or requests in my file. I requested my records be prepared as I was changing doctors and the receptionist said I would need an attorney. They have lied, no returned calls, no modified by records as required by law, and left me to be an emotional and physical handicap. I don't want to be on a plane ever again and my work requires it. I travel a lot. I can provide my phone records of dates called and length of time on each call.

  Business Response

  Date: 12/03/2024

  Thank you for this feedback. According to our records the Vibrizi was ordered (prescribed on 11/8/2024) and the insurance required a prior authorization in order to send to the pharmacy. We submitted the prior authorization on 11/11/2024, which was subsequently approved on 11/22/2024. We reached out and called the patient on that day to let her know that the authorization was approved and we could send to the pharmacy. The patient communicated that this would not suffice as she was leaving out of town that day, so we offered to provide them with enough samples to get them through their trip. The patient responded that our office was not on her way to the airport and therefor couldn't pick it up.

  Additionally, Vibirzi is a "controlled substance" so there are limitations to the quantities that we can prescribe and/or provide via samples. Lastly, according to our records we have not received a request to send their records to them or anywhere else. There is a release form on our website, **********************************************************, or they can call our office at ************* and obtain the release for from our staff.

  We are happy to provide or send the records at no cost, once we have the release and associated directions as to where to send them.

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Billed the wrong insurance. Called them to resolve. Never called me back, just sent it to collections. When I did finally get in touch with someone, it was too late. This is over about 200 dollars too. Not like thousands. Terrible and predatory billing practices.

• Initial Complaint

  Date:09/09/2022

  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 Rocky Mountain Gastroenterology (*********, **) for an infusion of Remicade in February 2020. After the treatment, they sent me a bill almost a year after service. There was some disputes in the bill which I was told was because they were still waiting on insurance. In October 2020 I paid them $453.80 as the clinic instructed me to. There was a remaining balance of $61.16 that I was told was still pending insurance. I did not hear from the clinic again regarding this bill. In September of 2022 they sent my remaining balance to a collection agency, without any type of notification. They state they sent notifications in the mail in December of 2020 and January of 2021, but nothing after that date. I did not receive these notifications. It was very disappointing and frustrating to get taken to collections without any type of a warning. When I asked about a phone call they stated they do not have enough employees to call all individual patients regarding bills.

  Business Response

  Date: 10/04/2022

  Our billing department spoke with the patient and resolved the matter. We appreciate the feedback. 

• Initial Complaint

  Date:06/15/2022

  Type:Order 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 went for an appointment on 9/27/2019 and used my insurance policy that was active at the time with ********** Blue Shield (Policy ending in ****). I received notice from the provider early in 2021 that my insurance claim was denied. I knew that my company had switched our insurance policy at the end of ******************** 2020 I had a new insurance number (policy ending in ****). I gave them that new number, thinking maybe there was an issue with the first one I gave. That was also denied because it was inactive in 2019. That filing came with a note that if it is denied due to timely filing, the charge would come back to the patient (me). However, in speaking with BCBS (many times), they have no record of an initial filing under the **** policy number until May 7th 2021. I have gone back to the provider to ask them for proof of timely filing but they have declined to provide me any evidence, saying the case has now gone to a collections agency and is out of their hands. BCBS recommended I file this complaint. So there are two possibilities:1) The provider is telling the truth and filed within the 6 month timely filing window but BCBS somehow lost the claim. If this is the case, they should be able to provide proof of timely filing (which they have so far refused to do) and insurance can pay the claim.2) The provider is lying and has no evidence of timely filing in which case they are liable for the payment.I have attached the explanation of benefits for both policies which show what records BCBS has for this claim. I have also attached the explanation of benefits that the provider shared with me after I asked them to show proof of timely filing- that document does not show any filing within the 6 month window that they are claiming they met.There are also a number of other complaints about the office operations for this provider on their Yelp page (including one from me). https://www.yelp.com/biz/rocky-mountain-gastroenterology-littleton

  Customer Answer

  Date: 06/17/2022

  Hello, I just filed complaint ******** and was notified the business couldn't be located. The address of the actual location I went to was not listed when I searched for "Rocky Mountain Gastroenterology" so I entered the address closest (which may have been their previous location). Their current address is ****************************************************************. Please let me know how to move forward with a complaint against this business location.

  
  

  Customer Answer

  Date: 06/21/2022

  The provider just reached out to me and said they would handle the charge and deduct it from my account. Since they were willing to take responsibility for this issue in the end, we can close the complaint. Amazing how quickly things moved when I mentioned reaching out to the BBB!