Complaints

This profile includes complaints for BayCare Health System, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  BayCare Health System, Inc.

  2985 Drew St Clearwater, FL 33759-3012

• 

  BayCare Health System, Inc.

  PO Box 2399 Oldsmar, FL 34677-2110

• 

  BayCare Health System, Inc.

  16331 Bay Vista Dr Clearwater, FL 33760-3130

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:01/22/2025

  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.

  BayCare falsely includes the following in Final Notice billing statements Any Balance with Final Notice not paid in 30 days may be forwarded to a collection agency. Please see all attached documentation and evidence. My final notice dated 12/24/24 was sent to a collection agency prior to the ***************** bold black and red. When I called on 1/22/25 to make a payment I was told the accounts had been sent to collections and I would now have to resolve the issue with the collection agency. After sharing the information about the statement with the BayCare billing representative on the phone, she stated there was no further action she could take. I requested to be connected to a supervisor. I was placed on hold and a few minutes later the call was disconnected. I did not receive a call back from BayCare, which to me demonstrates poor customer service. I have followed up with an email reply to their billing department as I feel they are not following the written procedures which have been printed clearly on their patient billing statements. I have respectfully asked for this to be resolved so that I can pay the bill from the final notice within the 30 days as stated. I have formally requested this error to be corrected. My suggestion as a consumer of services is for this statement to be clarified or fine print to be attached below it. The statement is clear, what is not clear is why they chose to send the bill to collections and not make the correction after the evidence was provided. This feels like an abuse of power on a consumer and I am requesting this issue to be investigated and addressed.

  Business Response

  Date: 03/05/2025

  Please see attached

• Initial Complaint

  Date:12/02/2024

  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.

  I had an office visit with Dr ********* on 06/14/2024 and charged $25.00 copay.I received a statement in the mail which I paid by ********** electronic Check #********* on 07/15/2024 Funds were taken from my ***** account by ********************* **** on 07/15/2024.However, ***** *******-***** is insisting that I did not paid the $25.00 and is threatening me with a collection agency.

  Business Response

  Date: 02/18/2025

  Please see attached response.

  Customer Answer

  Date: 02/18/2025

   
  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:07/16/2024

  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 had an *** performed on July 11th and received the report for the *** yesterday evening. When reading the report I saw an error that stated I had surgery performed at a level which I the patient with 100% certainty never had surgery one. I called baycare imaging to ask for a correction to be made explaining the issue and the rep who took my call belittled me. She asked if I was a doctor and insinuated i didn't know where I have had surgery at. She told me I needed to see my surgeon and ask to have an addendum made. I told her that wasn't ok and tried to explain to her that it took me 4 weeks to schedule an ***, and another 6 weeks to book the appointment to see the doctor. She rudely interrupted me and I asked to speak to a manager. She continued to speak to me rudely and in a snarky tone she said ok placing me on hold for about 10 minutes. Then another rep answered the call and I asked if she was a manager to which she replied no. I explained to her what had happened and she gave me a managers phone number to call at the land o lakes clinic but was unable to escalate the issue i had with the original customer service rep. Im really upset that I am in pain, wait so long for diagnostic imaging only to receive a bad report, and then i was treated poorly by staff. If i'm going to pay top dollar for healthcare services from a credible name like baycare I absolutely expect better service than this.

  Business Response

  Date: 07/26/2024

  Good morning, 

  Thank you for allowing us the opportunity to investigate the patient concerns regarding their visit to BayCare Outpatient Imaging. Our leadership team has taken time to review the encounter and discuss the concerns with the patient to come to a resolution. It was found there was an error in the dictation of ******************** report, and the report has subsequently been addended to reflect the correct surgical levels. The call the patient had with the contact center was reported and reviewed by the leadership team and that team member was coached and educated accordingly Both our imaging and contact center leadership have spoken to the patient to express our apologizes for his experience. 

  Thank you, 

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

  Customer relations specialist 

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

  Customer Answer

  Date: 07/26/2024

   
  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.  The reason I opened the complaint was i had a difficult time finding resources at Baycare to help and the initial response I got from their customer service would have delayed my care significantly.  Once I got in touch with one of the managers at the local site in land o lakes she immediately escalated my experience to the call centers manager and I received a call from him that same evening.  I always use BBB as a last resort tool to try and get help and I felt like I was there with this case.  Thanks for being there for the customer and thank you to the handful of staff at Baycare that cared enough about me as a patient to step in and help.    
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:04/26/2024

  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.

  The staff at BayCare is unable to recognize that my accounts have been enrolled in their third party partner Med **** My balance enrolled in Med *** matches what was owed to BayCare. They are threatening to place me with collections. I handled this back in late January. I need to speak to someone who can read a statement.

• Initial Complaint

  Date:04/26/2024

  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 address a concerning issue with my account **************. Despite having paid off the entire balance on [3/19/2024], I continue to be charged fees and interest on a balance that is solely comprised of these charges.I request immediate action to rectify this issue, including:1.Refunding all erroneous fees and interest charges applied post-payment.2.Providing a detailed breakdown of charges incurred after the account was paid off.3.Confirming in writing that account is closed and that no further charges or fees will be applied to my account.

  Business Response

  Date: 06/10/2024

  Please see attached. 

• Initial Complaint

  Date:04/17/2024

  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 services from BayCare health services in relation to having my appendix removed in December 2021 and January 2022. I repaid all bills and had a $0 balance before the end of 2022. Fast forward to November of 2023, I receive a phantom bill for $10.48. I have called multiple times to dispute this. They will not explain the origin of this other than to say "it was an adjustment" which they made more than a year after I paid the bill. The related account is ********.

  Business Response

  Date: 04/17/2024

  Please see the attached response.

   

  Thank you.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21583822
  
  I am rejecting this response because: To use BayCare's terminology, per my policy I do not accept bills for services previously paid for, registering a $0 balance and then adjusted 1.25 years later. There is insufficient explanation to warrant that I pay for a bill adjustment. I have requested a detailed itemized bill and full explanation for why this adjustment was not accounted for in the months of September 2022 through November 2023 when I was told by both ***** and BayCare that I had a $0 balance.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/10/2024

  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.

  Poor and incomplete service. Disrespectful treatment by staff at registration desk. No regard for providing information requested and being told to not ask for any further information - just do as told! Etc.Incomplete follow-up at second check-in resulting in lost time and prolonged pain and suffering on my part due to their exclusion of information (request for additional consultation with a orthopedic Dr.) after 2 visits pertaining to the same thing.

  Business Response

  Date: 05/15/2024

  Thank you for sharing the patients feedback with us. Our leadership team has reviewed the concerns and met with team members to gain insight into the interactions the patient had with our staff at the BayCare ************ The results of that investigation are outlined below. 

  Date of service: 3/29/24, Leadership spoke to the team that was present. Team member involved stated that they do not recall having a negative interaction with the patient. The team member that did his registration stated patient came in and was registered and seated in the lobby awaiting call back for his care. The team stated that no additional question for resources was requested on this visit. The team stated that the patient did come in on 2 different occasions before his next visit requesting an appointment for his referral. The team on schedule informed the patient that the referral has been sent to work comp adjuster and they would be the one to make the appointment for the patient. This made the patient upset as he stated he didn't understand why the team on site could not just find him a specialist. They attempted to explain the work comp process to the patient, but the patient did not want to stay and continue to have the conversation. 
  
  Date of service: 4/5/24 - Patient returned for his 2nd follow-up visit. In between the 1st and 2nd visit, patient went to his PCP and obtained care as well at which time he was scheduled for surgery but was recommended to return to work comp since they injury occurred at work. The patient stated that he had not received a call from the adjuster to schedule his referral. During this visit, the patient once again voiced his displeasure with the clinic not being able to schedule his referral and get him to surgery. Patient stated that he should had received and MRI and refer out for STAT surgery. The team members at the front did inform him that they were not able to discuss this and they would be happy to have the provider speak to him again. Patient was upset at this point with the front desk team members and stated that he will be going elsewhere for care. 

  It was determined that our team followed the standard procedure when assisting ********* comp patients as we must go through the patients claim adjuster to ensure the claims are processed appropriately for the patient. 

• Initial Complaint

  Date:12/11/2023

  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.

  10/19/2023 ACCT # ******** Diagnostic Mammogram, Ultrasound and Bone Density When I scheduled I requested a GOOD FAITH estimate of charges and never got a response. When I went for my appointments I asked again. Deer in head lights.. girl said she had no idea. So since I've had numerous Diagnostic Mammograms there I ASSUMED it would be covered. Of course it wasn't, apparently the boss's girlfriend eliminated that from our plan without our knowledge. Once billed I called customer service and explained the NO SURPRISES ACT as they apparently never heard of it. It worked with ***************** and I had charges reduced. Baycare now claims the ACT is only for emergency care. Which not true. I called them out for lying. Crickets! They're expecting me to psy $645.74 for services that have always been covered before. Why won't they apply the NO SURPRISES ACT? Because Baycare is CORRUPT. They need all of us to pay these overpriced charges to help pay their legal fees. The ********* make nearly 5M a year... mulri billion dollar company ******* on their customers. I will never be able to afford a Mammogram again. I certain will never use Baycare again. Lying Thieves

  Business Response

  Date: 12/12/2023

  Please see the attached response and let me know if you have any questions. 

  Thanks,

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

• Initial Complaint

  Date:04/06/2023

  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 am disputing two charges from BayCare Health Systems that were paid from my Employer Provider Flexible Spending Account. I have provided the Claim Information that I printed from my FSA online that shows the money was deducted from my FSA account for these two charges, but BayCare Continues to try and collect this. I have sent this over to them twice and they are still saying the do not see this, when there is literally payment #'s and dates provided when these were paid. The amount they say is due is $51.01, but I paid $13.26 on 11/18/2022 with payment # PG20844353 and paid $37.75 on 11/24/2022 with payment # PG20819007. I would like them to update their records and stop sending me bills for this. The money was deducted from my FSA account for these bills.

  Business Response

  Date: 04/17/2023

  Please see the attached response letter and let me know if you have any questions.

  Thank you,

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

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19905673
  
  I am rejecting this response because:

  There was only 1 phone call can voice message from BayCare on 4/7/2023 @ 11:52 am. There were no subsequent calls made to me on my phone *************). I, however, place a call to them on 4/14/2023 at 2:01 pm have received no further response. We have provided the only receipts available to us as many of your offices do not print receipts anymore. There was clearly a deduction of the funds for the exact same amount that you are claiming I owe. This balance needs to be removed from my account. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/17/2023

  Good afternoon,

   

  Mr. ********* just spoke with my Health Coach, ******** and stated that his FSA fell off and it was his error. He has paid his balance in full. Please let me know if you have any questions.

  Thank you,

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

   

  Business Response

  Date: 04/17/2023

  Good afternoon,

   

  Mr. ********* just spoke with my Health Coach, ******** and stated that his FSA fell off and it was his error. He has paid his balance in full. Please let me know if you have any questions.

  Thank you,

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

   

  Business Response

  Date: 04/17/2023

  Good afternoon,

   

  Mr. ********* just spoke with my Health Coach, ******** and stated that his FSA fell off and it was his error. He has paid his balance in full. Please let me know if you have any questions.

  Thank you,

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

   

  Business Response

  Date: 04/17/2023

  Good afternoon,

   

  Mr. ********* just spoke with my Health Coach, ******** and stated that his FSA fell off and it was his error. He has paid his balance in full. Please let me know if you have any questions.

  Thank you,

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

   

  Business Response

  Date: 04/17/2023

  Good afternoon,

   

  Mr. ********* just spoke with my Health Coach, ******** and stated that his FSA fell off and it was his error. He has paid his balance in full. Please let me know if you have any questions.

  Thank you,

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

   

  Business Response

  Date: 04/17/2023

  Good afternoon,

   

  Mr. ********* just spoke with my Health Coach, ******** and stated that his FSA fell off and it was his error. He has paid his balance in full. Please let me know if you have any questions.

  Thank you,

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

   

  Customer Answer

  Date: 04/18/2023

   
  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:04/04/2023

  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.

  8/3/2022 my son had an ambulance ride from ******** memorial to St ******'s children's hospital for a critical issue. He is covered by my insurance for which I pay over $2500 a month before subsidies and about $1500 a month after. We have Good insurance...My deductible isonly $2000 per person and only $4000 for the whole family. It is Florida Blue HMO plan # VMBH47625735. I have provided this information to Baycare multiple times, have spent HOURS on the phone on 3 way calls etc with billing and insurance, they have *** repeatedly told that my responsibility for the ambulance ride was $300 and I PAID this. They continue to harass me, send me bills, the latest is $1707.41. I DO NOT owe this amount, and my insurance says they are not filing their claims properly. I don't undrsatn the issue between Baycare and Florida Blue, I just want them to leave me out of it. I have met my $300 responsibilty, I have paid my $4000 deductible for 2022. I am not supposed to pay anything beyond that, and I find that them charging $5404 for a one hour ambulance ride for a tiny infant is immoral. I will file a claim with the insurance commissioner and the news stations will be alerted, as I am sick of their rudeness and constantly threatening my credit when I have met my responsibility. When I call and explain the issue the billing people tell me they do not care about my insurance and that I have met my deductible. This system is disgusting and they cannot be allowed to threaten and harass people this way.

  Business Response

  Date: 04/18/2023

  Please see the attached response letter and let me know if you have any questions.

   

  Thanks,

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

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19894587
  
  I am rejecting this response because: What her letter is not saying is that this new ID number that was created for Florida Blue when my son was born was given to her company on at least 6 different occasions. We have had 3 way calls with insurance and the representatives, we have repeatedly spent hours on this and this is not a new issue. Please do not act like there was an error and now you will just reprocess. You have filed this claim improperly 3 times and have harassed me repeatedly. I have callled and many times was spoken to rudely by representatives at Baycare Billing. The new insurance ID number has been provided on multiple occasions, so if you were still processing under the old Florida Blue plan 8 months after being given the info for the new plan, that is not just a simple mistake. That is repeated harrassment and negligence. Please follow up with Florida Blue and make sure that you have properly filed the claim and been paid. In either case you have been told on multiple occasions by myself and by ******* Blure that my deductible has been met for 2022 and I have ZERO patient responsibility at this point. i have met all required payments for **** for my entire family. My son has spent 32 days in intensive care at 3 different hospitals and by deductible was paid long before this ambulace ride from hospital #2 to hospital #3. Anything that you need to be paid needs to be figured out between you and the insurance company. You need to communicate with them and make sure that you file your papaerwork properly in order to be paid. I want the collection threats and harassment to stop right now, and stop sending me bills insisting that I pay them. I paid you $300 toward this bill and on a 3 way call Florida Blue has told your billing department that I am to pay no more. Anything that you think you are owed, you need to pursue with my insurance company. Please stop making me take hours of my time while caring for a sick infant to explain simple things to you seven times over. Thank you
  
  Sincerely,
  
  ***************************