Complaints

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

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  Gastro Health, LLC

  9500 S Dadeland Blvd STE 200 Miami, FL 33156-2866

• 

  Gastro Health, LLC

  9750 NW 33rd St STE 208 Coral Springs, FL 33065

• 

  Gastro Health, LLC

  8329 W Sunrise Blvd Plantation, FL 33322-5405

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:01/07/2025

  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.

  My complaint is with gastrohealth I have spoken to their administrator before trying to reach and set up appointments as a very difficult process you get shifted around too many times multiple offices and I've sat on hold for well over 40 45 minutes at any given time I've been with the practice now for 3 years and I'm very very disappointed in its administrative processes I love the care for my NP and I love the care for my Physicians but getting appointments easily with my particular provider via Telehealth is such a stressful process that it makes me cry and I'm really disappointed I've put this complaint to their administrator before her name is ****** ***** I want to put this BBB on record and I like gastro Health LLC to review and revise their administrator processes and review their BBB complaints so that they're more aware of the way you are providing services to your patients it's definitely a disservice and it could be a violation of ***** I am also considering a complaint with my ******** consumer protection and possibly the ************************ I am that unhappy with gastro Health as far as administrative I love my doctors but I'm unhappy with the practice as a whole. And as a ******** patient and with the United Healthcare and now ******** I think you do a total disservice to your patients and at this time me and particular. I request gastro Health to respond and tell me how and what they're going to do to change their processes and make it easier to work with the practice so that you're more respectful to your patients

  Customer Answer

  Date: 01/07/2025

  Be advised this complaint to Gastro Health Corporate that is  located in *****, **;  is for *******, ******** AND *********, ******** office locations, no where else. Thank you! -*.******

• Initial Complaint

  Date:01/04/2025

  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 went to my primary care doctor and I was advised I should take a colorguard. Colorguard came back positive and I was advised I needed a colonoscopy. They recommended a doctor ***** and thats when the problem started. They scheduled me four weeks out for a colonoscopy And prescribed laxative medication for the procedure. My colonoscopy was set up for Friday and on Thursday night at 6 oclock. I still did not have my laxative. What they prescribed was not available. They changed the medication and not medication was also on backorder. Thursday before the procedure they were calling me telling me I have to go for the procedure that Friday. I advised them I didnt have the medicine. The office got extremely upset with me for not showing up to the appointment, but I didnt have the laxative. That is when all my problems started. They treated me so badly that I wanted to switch doctors. They blackballed me and I am not allowed to go to any other doctor in ************* as long as I had that appointment with Dr. ******** My insurance United Healthcare advocate called **************** and they said they are releasing me from their files. This has been going on for three months. My United Healthcare advocate finally found a doctor ******** ******* in ********** the week before Christmas. I agreed to do my colonoscopy. My primary care got the referral from my insurance. Everything was set. I called Dr. ******* on January 2 and they advised me that because I saw a doctor ***** Months ago they will not take me as a patient. Four months ago doctors told me I need a colonoscopy and I cant get one anywhere because of him. I feel like Im living in a communist country. How can they determine who my doctor should be. I still need a colonoscopy and right now. I feel like I need a psychiatrist because Im so depressed that I might have cancer and theres nothing I can do about it because of them. I am ready to call the ****************************.

  Business Response

  Date: 01/27/2025

  Good afternoon,

  I have attached Dr. ******* response to the complaint.

  Thank you,

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

• Initial Complaint

  Date:12/22/2024

  Type:Product 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 colonoscopy was done 6/20/2024. I was billed for $441. from Gastrohealth in July and warned that my account was going to collections. My insurance had not completed the claim yet because Gastrohealth coded it wrong: this was a preventive colonoscopy. I paid the $441 on July 19, 2024 in fear of my credit score taking a hit. In the meantime, I sent the *** from my insurance to Gastrohealth at ************************************** ************* claim was finally resolved in August. I've been calling the past 5 months and nothing gets resolved. I'm told it's still under review. The total bill was $1426 and my insurance covered $1426. I feel that Gastrohealth does not want to refund my money of $441.I lived in **** during the procedure but have updated my Nevada address with the company.

  Business Response

  Date: 01/17/2025

  There are two separate but similar charges for any colonoscopy performed in an outpatient surgical center. There is a charge for the physician who performs the procedure and a separate charge for the facility where the procedure is performed. Since the same universal procedure code is used for both, the base charge for both is the same. For this patient, Aetna originally applied deductible in the amount of $616.38 to the facility claim from Liberty Endoscopy Center but later reversed that decision and paid the claim at 100%. For the physician claim, they applied deductible in the amount of $441.91 and never reversed that adjudication. The patient was billed for the deductible applied by Aetna to the physician charge, which she paid and is now requesting a refund for. In order for us to be able to refund that payment, ***** would need to reprocess the physician claim and pay it at 100% as they did the facility claim. I am attaching the two explanation of benefits from Aetna that validate what I described. It is likely that the ***** representative who the patient spoke to and advised they paid the claim in full was only looking at the facility claim and not the physician claim. The ***'s list the different payees and unique payer claim ID numbers which the patient can use to confirm this with Aetna herself. In terms of the coding, both claims were billed with the same screening diagnosis code of Z86.010 which indicates screening for a patient with a personal history of colon polyps. The *************** Act only requires insurance companies to pay screening colonoscopy as a preventive service for asymptomatic patients at average risk for colon cancer. They are not required to pay preventive benefits once a patient has a personal history of a high-risk factor like colon polyps. As stated previously, ***** did change their determination and paid the facility claim at 100% so they should be able to do the same for the physician claim billed with the same diagnosis codes, but they would have to make that correction. In summary, Gastro Health coded both claims as required, and we billed the patient for their insurance share of cost for the one claim it still applied to as required. As such, no refund can be issued unless ***** reverses the physician claim decision and pays us the contractual allowable they to date have applied to patient responsibility. 

  Customer Answer

  Date: 01/27/2025

   
  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:11/14/2024

  Type:Product 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 in for a colonoscopy on 8/8/22. I know that my insurance covers one per year for diagnostic or preventative. I had verified before I went in. When I got there they said i needed to provide a percentage of the estimated cost before I could have the procedure done. I was charged on my credit card. There were some issues with my insurance, but everything was resolved on 7/15/22. I contacted Gastro Health and they agree that they owed me ****** and asked if I wanted to be reimbursed. It seems strange that I would have to ask for a refund before they would process it. I have made repeated phone calls, spoken to supervisors, sent an email and still do not have reimbursement. I have also never received an actual email response other than an acknowledgement. At one point they said a check was sent on 8/9/24 (even though on calls after that date I was told it hadn't processed yet). I have spent hours trying to resolve this and get my refund. It's now been almost four months and my last call on 11/8/24 they once again said give it another week.

  Business Response

  Date: 12/04/2024

  This refund was originally issued on 8/9/2024 and a check was mailed to the address on file, which matches the address listed by the patient on this complaint. Our accounting team has confirmed that the original check was not cashed. We are putting a stop payment on the original check and will issue a new refund check this week. The check will be sent via ***-Ex for tracking purposes this time.

  Customer Answer

  Date: 12/05/2024

   
  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:10/04/2024

  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.

  On August 23, 2023 I had a colonoscopy as part of my preventive annual physical at Gastro Health Hialeah. Now, more than a year later I received by mail a bill for $1100.74 At that time I was a 74 years old, ********** with marketplace subsidized insurance. ****** Healthcare ID ************** I'm a senior citizen with ********, ********* food stamps and ****** is my understanding that colonoscopy preventive care is free and covered by my insurance Also, is my understanding that in any non emergency, ambulatory procedure (preventive) the Institution should disclose the price upfront.I thinks Gastro Health is fraudulent billing me for a wrong procedure.Thanks ****

  Business Response

  Date: 10/25/2024

  We are required by industry regulations to code medical claims according to the medical record. The physician medical record for this patient's procedure indicates that this was a diagnostic procedure performed based on symptoms, and not a routine preventive service that could be covered at 100%. It is not possible for a medical provider to know exactly what a patient's share of cost will be up front for this type of procedure because the insurance reimbursement, and by extension the patient's share, varies based on what the physician finds and has to do during the procedure. The facility did collect a low-end estimate payment from the patient on the day of the procedure, however, the patient share of cost for the facility and anesthesia charges was higher once the insurance processed the final claims.

  In reviewing the account for this response, we did find that the patient was billed an incorrect amount due to a systematic error. The patient's actual share of cost for the anesthesia and facility cost we billed for was $282.81. We are attaching the insurance explanation of benefits as proof of the insurance applied patient responsibility. Our billing to the patient's insurance was compliant and the incorrect amount billed to the patient was an unintended system error. However, as a courtesy, we will adjust off the remaining balance due.

  Customer Answer

  Date: 11/07/2024

   
  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:09/23/2024

  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.

  So where to start?I've put up with this practice and it's b.s for 4 years, They?Have never changed their ways.Communication is horrible customer service.If there was a star system would be three stars minus Every time you try to call them with much time before your appointment.They never are able to respond , but then try to yell at you and tell you that you miss too many appointments To make matters worse, I've been with the practice for 4 years seeing ************** have been very patient with their practice. Today, I am extremely disappointed in them. Matter of fact, I'm disgusted. They turned me away after knowing how hard it is with my schedule to make an appointment due to mbecause of a $60 co pay since I left my wallet at Home when I ask them to please build me.They went an Ask the Doctor if you will see me if I don't have the copay on me until my surprise. He said will be filing a complaint with the medical review board. I will be filing a complaint with the state. And I will see a different practice from here forward. You guys should be ashamed of yourself

  Customer Answer

  Date: 09/23/2024

  I would like the business to contact me about their unprofessional And shameful actions of denying me medical treatment for no reason

• Initial Complaint

  Date:08/26/2024

  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.

  In March of 2024 made appointments with ****** health in plantation for my son. A day before his appointment I received a call and I was told we can not see the doctor as primary. even though ***** told us we can. I ask how much is it as self pay. I was told $130.00. I confirmed the appointment as self pay. On 03/14/2024 we went to the office and I was told again the office visit is $130.00. I paid the fee and we saw the doctor. Now after 5 months I received the bill for another $130.00. I call the number was on the bill and was told they will contact me with in 60 days. I thought the doctors offices are supposed to let you know upfront how much is the charge. If they would tell me the fee was ******. I would have gone to urgent care and the copay would be *****. Specifically when the visit was not urgent and it was routine check up. Hope someone one can assist me

  Business Response

  Date: 09/25/2024

  Industry coding regulations state that if a patient has not been seen in the office for more than three years, they are considered a new patient. This patient was last seen six years ago, which is why the new patient code was used and the new patient self-pay rate of $260.00 was billed. However, the office did mistakenly collect the patient the established patient of $130.00 at the time of service. Due to that, we adjusted the balance due and honored the $130.00 as payment in full. We did communicate with the patient's mother last month and advised her of that.

  Customer Answer

  Date: 10/07/2024

   
  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:08/19/2024

  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.

  So, there is a huge gap between the billing department and the office staff, specifically with the front desk staff Hope. Not only did they schedule me on two different occasions with my first name and then my middle name, but I explained to Hope two times that I was changing my insurance and moving to a new position. I will not be covered from January until the end of March. So, I could not schedule an appointment any earlier. Before moving forward with any appointments. I would wait for my insurance to kick in. After rescheduling twice. I was then scheduled for the procedure and given the information needed to prepare for my procedure. I was given misleading information stating that this would be covered under my insurance when she called back to schedule the appointment before the procedure.Then I received a bill from their billing company for $358. I received a bill that I was not a part of the procedure and would be covered under my insurance from Hope! Now I'm getting a bill for $358 from a billing department that honestly was not involved with setting the appointments or assured me this was covered under my insurance through the office staff (HOPE). I want this bill moved. It is now a corporation, and they can't change after stepping into office on two occasions and having a conversation and at both times Hope was not available.

  Business Response

  Date: 08/21/2024

  The patient was billed for a May visit because his insurance had not been updated in our system at the time of service, which led to a denial of our claim. We now have the patient's updated insurance which was in effect at the time of service and will submit our bill to the new payer. The patient can ignore the statement sent in error while we pursue reimbursement from the new insurance. We apologize for the confusion.

• Initial Complaint

  Date:08/05/2024

  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.

  The billing office over charged me by $597. I have called the billing office at least 8 times over the past five months and is not going anyway to get this resolved. The most recent call was made this morning and I was given the same response saying they would escalate the issue to the manager. This issue was supposedly escalated many times and I am not confident it will be resolved unless a third party intervenes.

  Customer Answer

  Date: 08/05/2024

  Attached is the email trail I sent to Gastro Health itemizing the amounts my insurance company said I owe from each bill and the varous payments I made to Gastro Health.  I have clearly paid everything.  Each representative I talked with at Gastro Health agreed with me after they had tallied up all the amounts. Gastro Health's back office insisted that I still owe them $597 that the insurance company does not cover.  Any amount that the insurance does not cover should be on the Explanation of Benefits.  Clearly that amount is nowhere to be found on any of the benefit reports.  ******************** confirmed with me on July 15, 2024 that there is no other bills related to this date of service, i.e. March 8, 2023, so there is no additional amount that I owe.  

  Business Response

  Date: 08/21/2024

  The patient had been billed in error for $597.00 due to a misapplied payment. The matter was escalated, and the payment was found and posted to satisfy that balance earlier this month. The patient has not been billed since August 7th, 2024, and has a $0.00 balance.

  Customer Answer

  Date: 08/22/2024

   
  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:07/08/2024

  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 a colonoscopy on 10-27-2023 as a preventative procedure. My insurance company covers this procedure including the anesthesia at 100% with no deductible. Gastro Health erroneously submitted the anesthesia claim as DIAGNOSTIC instead of PREVENTATIVE. For months, I have made numerous attempts to have them resubmit the claim with the proper preventative anesthesia code. In addition, they inadvertently applied my $60.00 copayment for an office visit to the outstanding balance of the anesthesia. I have also been unsuccessful in getting them to correct this error. The correct amount of the bill for the anesthesia is $356.70, which will be paid in full as soon as they submit the proper insurance claim. Thank you for your assistance in resolving this matter.

  Business Response

  Date: 07/12/2024

  Per regulations, we are required to code each claim according to the medical record for the specific service provided. In this case, both the physician claim and the anesthesia claim were billed correctly based on what was listed in each provider's procedure record. If there was missing data in one of the records that would justify a corrected claim, we are now past the insurance company's deadline for submitting such a claim. As a courtesy, since that potential resolution path is not available, we have adjusted off the balance applied to patient responsibility for the anesthesia claim.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21957009
  
  I am rejecting this response because: I need written verification from Gastro Health that account numbers ************** and ************** are showing zero balances. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/02/2024

  Attached is the itemized statement for the anesthesia charge in question that shows a $0.00 balance. Also attached is a snapshot of the patient's account in our system that shows an overall $0.00 balance in the billing section.

  Customer Answer

  Date: 08/02/2024

   
  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,
  
  *********************