Business Profile

Hospital

Mount Sinai Medical Center

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Complaints

This profile includes complaints for Mount Sinai Medical Center's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
5 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:04/09/2025
Type:Order 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.
Mount Sinai is billing me after a year has passed for a preventative procedure that is/was fully covered by my insurance. The hospital had a dispute with the insurance company and NEVER informed me that the fully covered procedure was being disputed; and when the insurance refused to pay them (for probably something they were trying to get extra), the hospital is NOW trying to shove this bill down my throat as a bully.I was never made aware throughout all of this time that there was a dispute. Now, a year later, (after it has failed to reach a deal with the insurance company that I am no longer with), Mount Sinai is trying to convince me that this bill is my responsibility. I am right now unemployed and with a different carrier. This is UNSCRUPULUS activity on their part.And when I call the patient experience team to inquire about this aggressiveness on 4/7/25, I found this ******** who thought that she can overpower, overtalk me on the phone, very unprofessional and discourteous, and wanted to even shoved the balance down my throat even further by stating that this is my responsibility. What kind of behavior is this? How is this now my responsibility after you have failed to successfully negotiate with the insurance company, probably because the hospital was trying to bill for something that they should not have under this preventative procedure.If it is/was my responsibility, it would have been from the start, and Mount Sinai would NOT have needed to dispute or even debate with my insurance company for payment. I was NEVER notified by Mount Sinai that it was disputing a preventative procedure, which is fully covered by my insurance, and that AFTER a full year, the hospital thinks that it can now bully me into paying.I was never informed while the dispute was going on, so that I can defend/dispute the bill within the time frame with my insurance company.
Business Response
Date: 04/09/2025
Our account #**********
We have already assisted patient ******* ************. We spoke to her today and she was very happy with the results.

Business Response
Date: 04/09/2025
Our account #**********
We have already assisted patient ******* ************. We spoke to her today and she was very happy with the results.
Initial Complaint
Date:07/18/2024
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 was released from the hospital I requested several times for a doctor's note they reinsured that one would be provided to me. After checking my paperwork I realized one was not provided to me. I called the emergency room around 2:45am. I was treating like trash the young lady on the phone not only was disrespectful she called and hung up serval times. It took 7 times and being on hold for over 25 mins to finally get someone to help me. This was emotionally disgusting especially after everything I been through when I asked her for her name she refused to and said they are not allowed to which also is allowed because by law you have to and the only reason she wouldn't was because she knew she was rude to me. This situation cause emotional distress and I'm requesting to speak to her manager and requesting someone to look at the cameras around that time because she shouldn't be working there no one should ever be treated like that.
Business Response
Date: 07/29/2024
account **********
We have reviewed patient's complaint and have in serviced the staff accordingly.
We have confirmed with patient that she already has received the note for work that she needed.
We sincerely apologize for any inconvenience this situation has caused to patient.
Respectfully,
********************* - Mount Sinai Medical Center
Customer Answer
Date: 08/14/2024

Complaint: 22007086

I am rejecting this response because it's more than just a note no one should've been treated in such manner. I got disrespected after going through a traumatic thing just for requesting a note.

Sincerely,

*****************************
Business Response
Date: 08/26/2024
The staff at the ******************** were in-serviced to avoid this from occurring in the future.
We sincerely apologize for any inconvenience caused to *****************************.
Initial Complaint
Date:06/13/2024
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.
At my annual physical in February 2024, *********************** of **** prescribed **Rays for my T and L spine to see if the two curves' angles have maintained the same size or increased.I paid out of pocket $250 to **** to received the **Rays. When I received the results of the **Rays, there was no detail except that scoliosis was detected. The whole purpose of the **Rays was to receive angle measurements of the curves.For months, I have called and messaged ***********************, the **** radiology department, and **** billing.No one has been able to help me either receive a refund, more detailed **Ray results or a free new **Ray. I feel strongly at this point that I deserve a refund of $250 because the **Ray did not provide the required medical information in addition to taking up significant time during the **Ray and my follow-up in the past several months.
Business Response
Date: 06/28/2024
Account #**********
We have reached out to the doctor's ************* We spoke to ***************************** who advised
that they are in contact with the patient since the patient has reached out to their ****** in reference to the account in question.
The doctor's ****** is reviewing the patient's complaint and once they have response they will reach out to the patient.
Respectfully,
********************* - ***************************** **********************
****************************

Customer Answer
Date: 07/01/2024

Complaint: 21848845

I am rejecting this response because the doctor ****** has not been responsive. I called and messaged many times before involving the BBB. They are not helping me.

Sincerely,

***********************
Business Response
Date: 07/01/2024
I reached out to the doctor's ****** and they will be reaching out to the patient soon.

*********************;
Customer Answer
Date: 07/03/2024

Complaint: 21848845

I am rejecting this response because I have been in contact with MSMC since February about this and no one has responded to me.

Sincerely,

***********************
Initial Complaint
Date:04/24/2024
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.
Complaint Regarding Billing Error - D&C Procedure at Mount Sinai Medical Center I am writing to file a formal complaint regarding a billing error associated with a D&C procedure I underwent at Mount Sinai Medical Center on 02/29/2024 by Dr. *** Badu.Miscommunication and Unexpected Charges Prior to the procedure, ************, and an office personnel assured me that my insurance company, Florida Blue, would fully cover the D&C with no out-of-pocket costs. Based on this information, I opted for the D&C procedure.However, after the procedure, I have been received bills from Mount Sinai and other facilities totaling. Efforts to resolve this issue directly with Mount Sinai's billing department were unsuccessful, as they did not address my concerns.Inaccurate Information and Emotional Distress This miscommunication regarding insurance coverage has caused me significant financial and emotional distress. Given the depression I'm already experiencing due to the miscarriage, these unexpected bills create an additional burden. Had I known about the potential out-of-pocket costs, I would have chosen the alternative medication option.Doctor and Insurance Discrepancies I also contacted ************, who initially offered to intervene with billing but I haven't heard back. Florida Blue initially confirmed full coverage but later stated I am responsible for the charges.Seeking Resolution I believe Mount Sinai Medical Center's billing practices in this situation were misleading and unfair. **************** initial information regarding full coverage and the subsequent billing discrepancies demonstrate a lack of communication and transparency.I kindly request the BBB to investigate this matter. I believe the charges should be adjusted to reflect the initial information provided by ************, considering Florida Blue's initial confirmation of full coverage.
Business Response
Date: 05/08/2024
account #*********
At time of service, we attempt to provide patients with their patient responsibility. If there is any deductible that they have not met we collect that prior to service being performed. This patient did not have any deductible to meet and therefore no payment was collected from patient prior to service.
After insurance processed the claim they applied $1100.00 co-insurance to patient responsibility. At time of service we are not able to determine co insurance amount that will be applied to patient responsibility and therefore we do not collect any co-insurance amount prior to service. It is patient's responsibility to know their benefits and to know that even if money is not collected at time of service if insurance applies a responsibility that they will be responsible. Patient's insurance ********** called our office with the patient on the line on 4/12/2024 and confirmed to patient that per their benefits they are responsible for the $1100.00 patient responsibility. We offered the patient a 20% discount on their balance which would be one-time payment of $880.00.
Patient can call our office to make payment or can call us to set up monthly payment until their full $1100 is paid.
Mount Sinai Medical Center
Customer Answer
Date: 05/09/2024

Complaint: 21622154

I am rejecting this response because:
I received a call from ************, who told me, *********** you have no out-of-pocket expenses, and your operation is fully covered by your insurance company.' I want to expedite this procedure and choose the operation option instead of the $4 pills that I already purchased to use before I received the call. Similar statements were also made by an office employee at Mount Sinai. Personally, I believe I was clearly misled by Mount Sinai staff. I have been going through very stressful weeks on the phone with Mount Sinai and my insurance company to resolve this issue, particularly after losing my baby. Honestly, I am afraid this issue will seriously trigger my previous mental condition, which led to my hospitalization a few years ago.

Sincerely,
***********************
Business Response
Date: 05/21/2024
Account #**********
At time of service we attempt to collect any deductible the patient has not met for the year with their insurance. You did not have any deductible to meet and therefore there was no payment to collect from you at time of service. Your patient responsibility is coinsurance applied to you by Blue Cross. this is not an amount we can calculate at time of service and therefore we do not collect for co insurance at time of service.
We can assist with 20% discount one time payment of $880 to settle your $1100 coinsurance balance or you can call us at ************ to set up payment plan on your full $1100 balance.
We are so sorry for your loss.
Respectfully,
********************* - Mount Sinai Medical Center.
Customer Answer
Date: 05/31/2024

Complaint: 21622154

I am rejecting this response because:
************ and an office employee at Mount Sinai assured me that I would not have any out-of-pocket expenses, as I had full coverage. Based on this assurance, I did not use the $4 pills that I had purchased to expedite the process. I would like to know who is liable in this situation, as I was misled into making a decision regarding this operation. I would like Mount Sinai to take responsibility for their wrongdoing before causing me further stress.

Sincerely,

***********************
Business Response
Date: 06/14/2024
I will reach out to the patient and go over how we can assist her with this situation.

Customer Answer
Date: 06/18/2024

Complaint: 21622154

I have not received any calls from Mount Sinai yet. They can also email me at *************** As I explained them 10 days ago on the phone, I can not afford to pay more than $500 for my total balance. I personally think this is more than fair to pay $500 while expecting to pay $0 based on Mount Sinai's doctor, and office employees misleading . Again I will either pay $500 which will not be easy for my finance or I will not able to pay anything.

Sincerely,

***********************
Business Response
Date: 06/20/2024
I have already reached out to the patient and have assisted her with her balance. She is satisfied with the assistance provided.

Customer Answer
Date: 06/26/2024

Complaint: 21622154

I am rejecting this response because, we agreed to pay $500 to close my balance from this operation, and I made the payment now I still have balance. Please make the balance $0 as we agreed.

Sincerely,

***********************
Customer Answer
Date: 06/27/2024
***Please See Attachment***
Business Response
Date: 07/08/2024
Account #**********
I already spoke to patient *********************** and assisted in settlement of her hospital account for date of service 2/29/2024.
The patient is responsible for any other balance her insurance applies to her responsibility for other bills involved with this visit
If patient would like to further discuss she may call our office at ************.

Customer Answer
Date: 07/10/2024

Complaint: 21622154

I am rejecting this response because we are discussing the Mount Sinai balance. We agreed to pay $500 to close it, but now it shows as not fully paid. I have also received other bills from third-party companies related to this operation. However, I am only referring to the Mount Sinai balance, as shown in the screenshot I previously shared.

Sincerely,

***********************
Business Response
Date: 07/12/2024
Hospital Account #********** The patient's responsibility applied by her ******************** is $1100.00. As a one-time courtesy we accepted $500.00 to settle the balance and when payment of $500 was made patient was emailed a zero-balance bill.
The patient has other outstanding bills from other billing departments, and she is responsible for those balance if they were applied to her responsibility by her insurance Blue Cross. It is the patient's responsibility to know her insurance plan benefits. At time of service, we attempt to collect on any deductible that patient has not met (as verified by patient's insurance portal), but the patient's responsibility applied by insurance is not deductible, it is out of pocket that she has to meet for the year and since we are not able to calculate out of pocket at time of service we bill the patient after the insurance processes. . The patient may want to reach out to her insurance so they can explain her benefits.
Initial Complaint
Date:01/11/2024
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 two visits to Mt Sinai practice, one on March 15th 2023 and one on November 6th 2023. Both were well visits and should have been fully **vered by insurance. In both cases I had an additional ** pay of $36. Although the amount was small, I called my insurance to understand why there was a charge. The explanation was that there were additional **des included in the visit which showed I had two visits on March 15th (well/new patient and existing patient visit). For my November 6th visit, I specifically asked the doctor whether I will be charged for additional charges for my well visit. She assured me all was ok and I shouldn't be charge. However, December 3rd I recieved another bill for $35.81 and based on discussion with my insurance other **des were added that caused additional charges to my insurance. These dubious billing practices increase insurance **sts and premiums and leaves the patient in the dark about what **nstitutes an annual physical or other types of medical services.
Business Response
Date: 01/23/2024
Account #*********
Date of Service 3/15/2023 On this date of service you visited Dr. ******* for an annual visit. We billed an annual visit charge to your insurance and they paid this charge with no patient responsibility. On the same day you incurred and office visit charge due to other issues that were addressed on that visit that were not related to an annual visit. On this office charge your *************** applied/made you responsible for $36.53 deductible which you already paid. I sent the office visit charge to review and I was advised the charge is appropriate per medical notes.
On 11/6/2023 you visited OBGYN physician ********************* This was an annual visit and was billed as annual visit. Your *************** processed this claim and applied/made you responsible for $35.81 co - insurance. We filed a dispute with your *************** on 1/15/2023 asking why they processed the claim with patient responsibility if this was annual visit. We are awaiting their response, They asked we allow 30 days. You can follow up with Aetna if you would like.
If we may be of further assistance please call us ************
Customer Answer
Date: 01/31/2024

Complaint: 21122815

I am rejecting this response because: I was not told that my annual physical was completed and we were not in a consultative visit. No other issues were addressed, as a matter of fact, it seemed the Dr was looking for things to discuss. I have never in history of an annual physical had to pay a co-pay until I moved to Florida. Same for my annual gynecological visit. I specifically asked my doctor, to make sure she wasn't going to add any other code that I wasn't aware of, and yet, I still got a copay. Something is wrong with Mt Sinai billing practices, when you go for regular annuals, which serve no other benefit than to scam our insurance providers with adding codes that are in addition to annual exam.

Sincerely,

*************************
Business Response
Date: 02/12/2024
Account #*********
Date of Service 3/15/2023 Dr. ************* charges have been sent for review and results are that charges sent to insurance are correct.
Date of Service 11/6/2023 As stated before we filed a dispute with Aetna since we billed as annual visit to OBGYN and Aetna still applied/made you responsible for $35.81 coinsurance. Once they reprocess the claim with no patient responsibility, we will refund you your payment.

*********************
You may call our **************** Line for additional information ************
Initial Complaint
Date:12/21/2023
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 ended up in this institue/asylum/hospital cause of the same people harrassing me since my home town and they seem to be employed everywhere i apply at . I believe its a gang harrasssing me for a while now. This hospital they take your belongings and promise to give all of your stuff back unless its drugs. Which they say they dispose of. I am filing this complain cause its theft there doing fraud and they help scam artists and hackers harrass me. Not all my belonging where ever gave to me im homeless for the same reasons, so i know to take everything specifically necessities these employees send messages to each other and other parties to make all this possible i would like a notice and a full investigation. I am missing a iphone charger, $20 dollars, vape chargers , a bandana blue bandana , mechanical pencils , pens and shoe laces. I called the police they gave me a case number if not id number of the incident in which at the time was reported i will file a law suit if i dont hear back from you cause these people love to hack my things.
Business Response
Date: 12/29/2023
**** #**********
I have sent patient's complaint to our ******************** and they advised that all of patient's belongings that were listed as received, were returned to the patient upon discharge. ******************* was made aware at the time of patient's discharge of other items patient states he was missing, and Security went to the unit the patient was in and took a report. The patient may reach out to our ******************* to ************ for status of the report taken of the items patient says he is missing.
Initial Complaint
Date:10/06/2023
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.
Its astounding how there always seems to be an issue with the billing at Mount Sinai. I had scheduled a general check-up at the *********** location, and everything initially went smoothly. However, upon reviewing my results, I noticed an anomaly in one of them. I promptly reached out to the front desk to inquire about this discrepancy and whether it might be related to the blood sample. They assured me they would consult with **************. The next day, he called me for a brief 5-minute conversation, suggesting that I redo the test. Now, over three months later, Ive been billed $150.00 for a phone consultation I never requested, and I was never informed about this charge for simply answering my phone. Despite making two attempts to contact the billing department, I endured lengthy waits of over an hour each time with no response. The location of the Mount Sinai is *********** and Account Number: ******* Patient Name: ******************************** ID: *********
Business Response
Date: 10/13/2023
I have reviewed patient's complaint. ********************* brought his concern to our attention and review was done. We agreed to remove ****************** charge for $150.00, date of service 5/22/2023 for telephone call with doctor.
I personally spoke with ************** on 10/10/2023 and advised him of action taken. ****************** account #********* is in zero balance.

Customer Answer
Date: 10/13/2023

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:08/29/2023
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.
My belated spouse, ************************************* (born on June 10, ****), passed away on April 1, 2023, at Mount Sinai. Despite my numerous calls and conversations with billing representatives, I was assured multiple times that we would not be held accountable for any additional charges. This assurance was based on our submission of the death certificate along with his insurance details. It's worth noting that certain bills were inaccurately processed with his health insurance, in addition to his ******** coverage. I am respectfully requesting that Mount Sinai consider waiving any outstanding balance, considering that my late husband left no estate behind, lacking any assets to his name. Your understanding and assistance in this matter would be greatly appreciated.
Business Response
Date: 09/06/2023
Our Account #**********
We have an account for ************************************* where we billed ********** and they applied $600.20 to patient responsibility. We verified ****************** to bill as secondary but found no active ******** Plan to bill. I reviewed notes and I do not show we have received at this office a copy of the death certificate. I will reach out to ************************************* via email so that he can provide to me a copy of the death certificate for our file.
Respectfully,
*********************
Manager *************************** , Mount Sinai Medical Center
****************************
email ******************************
Customer Answer
Date: 09/14/2023

Complaint: 20537318

I am rejecting this response because: we sent it a while back. But we resent it. Please kindly contact us.

Sincerely,

*********************************
Business Response
Date: 09/15/2023
I already spoke to ****************** and assured him he was not responsible for the balances of his late partner.
He already sent me copy of the death certificate requested and we have it on file.
I have updated any account with balance to ensure no other bills are mailed out from this office.
Customer Answer
Date: 06/03/2024
I hope this email finds you well. I am writing to bring to your attention a matter regarding outstanding bills for my late husband, *************************************. Despite our previous discussion and understanding that these bills were forgiven last year, I am still receiving notifications for payment. As ***********'s spouse and the authorized individual to speak about his estate, I am reaching out to seek your assistance in resolving this matter promptly. The account in question is #2006219363
, and the total outstanding amount is $600.20. I kindly request your assistance in resolving this matter promptly. It is important for me to address these outstanding bills as they are causing undue stress and confusion during an already difficult time. Your attention to this issue would be greatly appreciated. Please let me know how we can proceed to resolve this matter effectively. Thank you for your attention to this matter. Best Regards,

Billing
Business Response
Date: 06/13/2024
Account #**********
We received patient's death certificate, and we have notation on the account that we received it. If there is no Estate then ************************************* does not need to worry about any outstanding balance for ************************************* as it is not his responsibility. If ****************** has any questions he may reach our office at ************

Customer Answer
Date: 06/13/2024

Complaint: 20537318

I am rejecting this response because:
Then please kindly stop sending me notices! It's getting too much! You guys stated you wouldn't anymore, and I am still getting them.
Sincerely,

*********************************
Business Response
Date: 06/14/2024
I will ensure that no more statements are sent out. Any questions please call our office ************.
Customer Answer
Date: 06/21/2024

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.

Sincerely,

*********************************
Initial Complaint
Date:08/01/2023
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.
I wrote a letter to Mount Sinai regarding a bill/service they provided to me earlier this year, but I never heard back. I kindly ask them to review the letter, and get back to me via phone **************. I also ask the refrain from providing any HIPAA protected details about my care outside this BBB complaint, and to please contact me directly to resolve this matter.
Business Response
Date: 08/03/2023
We are in receipt of your letter. The letter we received is dated 7/24/2023. We received it via mail on 7/31/2023.
Your complaint is in review and you will receive a response as soon as the review is complete

Respectfully,

*********************;
Manager, Patient Accounts
Mount Sinai Medical Center
****************************

Customer Answer
Date: 08/04/2023

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:04/13/2023
Type:Sales and Advertising 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 a doctors appointment on March 2, 2023 with Dr. ********************************* physician assistant Dr. ******************************* reason I was seen by his physician assistant because Dr. ******* was unavailable for the next two months. Their office staff advise me that I can be seen by his physician assistant in order to get a prescription refilled. I have been a patient of Dr. ******* for years. I received a billed for a new patient. I advised the billing department that I am not a new patient. In order for me to see his physician assistant I must have seen Dr. ******** I was charged for an out of pocket cost of $181 as a new patient. The billing department refuses to not charge me as a new patient.
Business Response
Date: 04/27/2023
Account #*********
date of service March 2, 2023 with ***************************, ** - Gastroenterology $536 charge amount $181.37
We reached out to your insurance company United Healthcare who advised us that the patient responsibility applied to you, is due to
deductible. They advised that the fact that we billed provider as ***************************, PA and not *********************************** or the fact that the charge
is as new patient charge had no impact on the patient responsibility. They advised that you have a deductible of $3000 to meet and at ime of service had only met $309.02 of that deductible and this is reason they applied $181.37 to your responsibility.
If we can be of further assistance, please call our office ************.
*********************
Mount Sinia Medical Center

Customer Answer
Date: 04/28/2023

Complaint: 19933289

I am rejecting this response because:

I was not informed that I would be charged as a new patient since I am a patient of Dr. ***************************************************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">Dr. *************************** is his assistant. Since they work together I should not be charged as a new patient. But as a preexisting patient.
Sincerely,

************************************
Business Response
Date: 05/09/2023
Our account #********* date of service 3/2/2023.
Good afternoon,
I was able to get the charge changed to established patient charge and we sent United Healthcare a corrected claim.
Please allow time for them to process this corrected claim. Hopefully this will make a difference in the amount they apply to your responsibility.
If you have any questions, you may email me at ******************************
Customer Answer
Date: 05/10/2023

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,

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

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Mount Sinai Medical Center is NOT a BBB Accredited Business.