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:05/29/2023

  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.

  I had a colonoscopy procedure done over a year ago on February 2022, it is now May 2023 and I was recently billed for the same procedure I paid upfront at the doctors. Before my procedure on February 2022 I called my insurance and gastro health prior to getting the procedure done and I was told that I would just have to pay the fee at the doctors which was around $600 and insurance would cover the rest. After the procedure was done on February 2022 I got billed $744 for anesthesia which no one disclosed I would have to pay, I tried disputing the bill, but no one helped and had to pay it. That being said, now for a second time & out of nowhere over a year later Im being billed $236.47 for the procedure again, this bill did not exist before and I would like to dispute it as someone is clearly not doing the job correctly. I paid for my visit when I had the procedure done on February 2022 why am I getting billed again?

  Business Response

  Date: 05/31/2023

  It is standard practice in healthcare that, when a patient is having a procedure at an ambulatory surgical center or outpatient hospital setting, each provider type bills separately for their own services. This typically includes separate bills from the facility where the procedure is performed, the physician who performs the procedure and the anesthesia group that provides anesthesia, when applicable. For this patient, Gastro Health provided services from and billed for the physician and anesthesia. The patient mentioned paying around $600.00 at the time of service. That payment was not made to Gastro Health and was likely collected by the facility, ********** Services East, towards their expected patient share. We previously billed the patient for their insurance applied responsibility on the anesthesia claim. The insurance also applied $236.47 to patient deductible on our physician claim. There was a system error that failed to move that balance to the patient responsibility when we received the explanation fo benefits for that claim. That led to the unexpected delay in billing the patient for that balance. However, we are contractually obligated to bill patients for any balance their insurance applies to their responsibility and this is a valid balance due. We are attaching a copy of the explanation of benefits for the physician claim as proof this was applied to patient responsibility by the insurance.

• Initial Complaint

  Date:05/24/2023

  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.

  In February 2021, I had an endoscopy performed by Gastro Health office in *******, **. After the procedure I was provided a bill for all services and paid in full based off of information provided to me from Gastro Health. Two years later, in January 2023 I received a surprise bill from Gastro Health stating that I still owed $305.21. I called Gastro Health on six different occasions and they assured me that the bills were being disputed and the balance was not to be paid by myself. On May 24, 2023 I called Gastro Health again and they told me that I still owed money and that my account was showing past due. On my previous calls to Gastro Health, each associate assured me not to worry about the bill and that it would be resolved in ***** days. My bill was fully paid back in 2021 and now Gastro Health is billing me for additional charges in which they are now saying I owe.

  Business Response

  Date: 05/24/2023

  On the date of the procedure in 2021, the office collected a payment of $846.29 towards an estimated patient responsibility. What a patient with commercial insurance ultimately owes is not determined until the insurance processes the claim and advises what the patient's share is based on their benefits and deductible satisfaction. Gastro Health of Virginia billed the patient's insurance, Anthem, for three services provided that day; the physician who performed the procedure, anesthesia and pathology. The patient's share of cost responsibility for anesthesia was $250.00 and for pathology it was $158.12. For the physician's service, the original explanation of benefits received from Anthem - dated 3/11/2021 - showed they allowed a reimbursement of $175.64 and applied that entire amount to patient responsibility for unmet deductible. That amount was below the expected contractual reimbursement expected for the service. Anthem then reprocessed the physician claim on 5/6/2021 and changed the allowed reimbursement and patient responsibility to $467.93. In October of 2022, we unexpectedly received a new EOB from Anthem for that same physician claim. On that EOB dated 10/13/2022, Anthem again increased the allowable reimbursement to $756.93 and changed the patient share of cost to $743.38. We are contractually obligated to bill patients for the amount their insurance states they owe for service provided and that is why the patient is now being billed again based on the latest EOB received. It was the patient's insurance, Anthem, and not Gastro Health that changed the amount he owed for that February 2021 procedure. I have attached the three Anthem explanation of benefits referenced above as proof that they dictated the change is patient responsibility. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20099096
  
  I am rejecting this response because:
  this is not what was explained to me on any of the 6 times that I spoke with Gastro Health. On 5 of the phone calls (1/31, 2/7, 2/27, 3/13, 4/27) I was told by an associates that claims were filed and that I could ignore the bills. I was also ensure that the payment would not go past due or into collections. All Gastro Health did was re-file and in some case not file claims with no resolution or contact with myself. The original bill in Jan 2023 was for $305.21 and later changed to $158.12 (for services on 2/21/21) on Feb 2023 and then changed back to $305.21 on my latest bill.  No explanation of benefits or payments are described in their response was ever provided to me and it is my understanding that they already obtained the money from the insurance company who later recalled the money back somehow. This issue only came up 2 years after my procedure and my insurance coverage changed throughout that process. This is unfair and deceptive behavior on behalf of Gastro Health and information they provided to me on 5 different occasions was incorrect. 

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

  Business Response

  Date: 06/01/2023

  We will verify through call recordings if anyone misinformed the patient of the circumstances and take corrective actions with any individual who is found to have done so. If there was misinformation provided, we do apologize for that, but it does not change the facts as stated in our previous response. We provided the explanation of benefits from Anthem as proof that they reprocessed the claim due to a previous underpayment and it was Anthem, not Gastro Health, who increased the patient's share of cost due. 

• Initial Complaint

  Date:05/22/2023

  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.

  I had a medical procedure at Digestive disease Associates now owned by GastroHealth. Their billing is horrific. The claim was paid by insurance but they continue to send me a bill even though EOB says I owe nothing. ON another claim they were OVERPAID and they refuse to return the overpayment to the insurance company. They are also billing me on this overpaid claim.The billing company is crooked and fraudulent.

  Business Response

  Date: 05/31/2023

  After an audit, it was discovered that we needed to submit a corrected claim for pathology charges that the patient's insurance had previously processed and paid. The insurance has repeatedly denied our corrected claim as a duplicate in error. The system recently moved the balance to the patient bucket in our system which triggered the sending of a statement. The patient does not have a balance due and that statement should not have been sent as the matter needs to be resolved with the insurance company. We have spoken to the patient and explained this. We apologize for the confusion.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20091954
  
  I am rejecting this response because:
  

  The OVERPAYMENT of the claim has not been returned to my insurance company.

  I am glad to see that they acknowledge that I have no payment due.

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

• Initial Complaint

  Date:05/19/2023

  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.

  *************************** performed a procedure multiple doctors after said it was unnecessary. He billed me a year later for 380. He used a collection agency called cedar which broke the law over and over. They lied and said they were part of Gastrohealth then would say theyre part of Cedar. which apparently gastrohealth uses as a collection agency. Cedar broke the ***** and if you pull any of my calls to them at ************ you will see. Today I made one 5/19/2023 at 3:27 where they said they were gastrohealth and cedar both the same company. Then said they weren't. They said they would ruin my credit the bill was 380 anything under 500 cannot be reported to collections I let Gastrohealth know this. Now they have sent it to another collections agency. I will be hiring attorneys.

  Business Response

  Date: 05/30/2023

  The patient presented to Gastro Health, LLCs office in May 2021 for evaluation and treatment of multiple
  gastrointestinal symptoms. The patients medical records show the physician suggested medications to
  initially treat the lower gastrointestinal symptoms and ordered an Esophagogastroduodenoscopy (EGD) to
  further diagnose his upper gastrointestinal symptoms. The patient consented to and received that
  appropriate diagnostic procedure later that same month.
  Gastro Health submitted our claim for the physician services charge to the patients insurance and they
  applied $380.00 of our contractually expected reimbursement towards the patient deductible, making it the
  patients responsibility to pay. There was an unexpected delay in billing the patient for the balance his
  insurance stated he owed; however, Gastro Healths is contractually obligated to bill any balance insurance
  applies to their members responsibility and carried out the obligation in compliance with all applicable
  laws. Therefore, this is a valid balance due for the health care services provided.
  The patient has also claimed that Gastro Healths use of a third party for patient billing purposes violates
  certain laws and regulations. Cedar is contracted to provide early-out, extended business office services as
  representatives of Gastro Health for balances in good standing. They are not a collection agency and, as
  such, our agreement with them complies with all relevant federal and state laws and regulations.
  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20082703
  
  I am rejecting this response because: The first I heard of this balance was from in august of 22 over 15 months since the procedure. I'm attaching the first notice via email. This is at best shoddy billing practices indicating they are a badly run business. Who exactly submits the billing is it Cedar or Gastro? Also they claim ***** collects bills that are in good standing why did Cedar threaten me with ruining my credit. All the calls are recorded supposedly I repeatedly asked them and ***** to pull my calls they refused. If they did they would see that they use high pressure tactics to collect. I don't think threatening to ruin my credit over a 380 bill when the limit is 500 to put on credit report is standard medical billing. They should sever their relationship with ***** as clearly this company has gone out of the scope of their contractually obligated relationship. They also said that balance billing is required that is a lie. I would like to see their contract with *****. This caused me harm as the fact they didn't bill until the next calendar year my deducitble was not hit when it would've had they billed like any normal office not wait 15 months. Also the Cedar reps refuse to say where they are calling from I had to ask multiple times until some rep said I work in ** and I work for cedar not gastro health she wouldn't tell me anything else. Pull the calls. I didn't know it was legal to  have a collection rep claim to be from Gastro Health and Cedar in the same call. I would like to see this contract and who pays the collection agents salaries is it Gastro Health or Cedar. The $380 couldn't have been that important they didn't bill it for 15 months which also gets into the no surprise medical billing act.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/11/2023

  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.

  Dr ******** office won't return calls including a follow up after surgery

  Business Response

  Date: 05/30/2023

  Gastro Health's representative spoke to the patient on the morning in question. The patient initially called in the morning and the call dropped. The patient called back again and the Gastro Health representative answered. The representative was in the process of scheduling the patient and the call dropped again. The representative then attempted to call the patient back and schedule him to come in that day since there was an opening. As you can see, Gastro Health made commercially reasonable attempts to contact this patient. 

  Feel free to reach out with any other questions. JW

• Initial Complaint

  Date:05/06/2023

  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 scheduled a colonoscopy for November 2023 with this company. I actually scheduled it a month or two in advance. I met with someone at the office that quickly went over the prep work, but not in full detail. I believe she incorrectly went over the preparation when she was doing it. I have never had a colonoscopy, so I was not familiar with the prep work or the procedure. As the appointment was far away I did not worry about it, but I do remember feeling a little confused by the instructions. I went to the appointment after completing the cleanse/prep all morning. I was told that I could not perform the colonoscopy because I had not completed the prep correctly. They also said someone should have called me and gave me detailed instructions a few days prior to the procedure. Nobody gave me instructions a few days prior to the procedure. All I received is a appointment reminder call. I received a no show bill a month or so after the November appointment for $75. I called and disputed it and was told they would take it off within a month or so. I kept getting bills so, I called 2 more times. This last time they said they would file a dispute, but it would probably not be approved. Please note I have also tried to contact the company on the chat feature multiple times. The link is included on the online bill. This feature does not work, but they keep including it on the bill. I feel like the I would have been properly prepared if I was called prior and someone went over the instructions in detail. I would just like the $75 fee removed from my account.

  Business Response

  Date: 05/26/2023

  The fee has been adjusted off. It will take 1 to 2 business days for our patient statement system to be updated.

• Initial Complaint

  Date:04/10/2023

  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.

  My family doctor ordered a routine colonoscopy on Oct 2022. I followed Gastro Health's guide to complete it in next 2 months. Gastro confirmed my insurance 100% covered it in advance, but Gastro billed me later. I tried to call,email for many times since January 2023, but problem not resolved. The American Gastroenterological Association shows on its website(**********************************************************************************************************):How do I bill for a patient seen in our office prior to a screening colonoscopy with no GI symptoms and who is otherwise healthy?A visit prior to a screening colonoscopy for a healthy patient is not billable.

  Business Response

  Date: 04/11/2023

  An incorrect code was originally submitted to the patient's insurance, which led to the patient share of cost being applied. We submitted a corrected claim to her insurance with the updated code and they denied the claim in error as a duplicate. We will remove the balance from patient responsibility and attempt to resubmit to the insurance again. We apologize for the confusion.

  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:04/03/2023

  Type:Delivery 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.

  Facts: Need 3 words that do not apply removed from a doctor's ***** for tests.4 emails, 4 phone calls, and 2 canceled appointments.Questions I never asked were answered, but the 3 incorrect words (by speech therapy) were never removed. Called healthcare ombudsman who suggested I speak with the office manager - she said they are too busy, and the doctor *****s the test this way.Ordering the test this way (with the 3 incorrect words - by speech therapy) forces the test to be done ONLY at a specific facility that I will not use (and cannot be forced to use) because they keep booking the incorrect tests (speech therapy - which has nothing to do with the needed tests) No other facility where the test is conducted will accept the ***** as written because they do not know what "by speech therapy" means.Over 2 months later, ***** not corrected, tests not completed, all they needed to do was remove 3 words (by speech therapy) that have nothing to do with the medical tests. Forced to start over with a new doctor just to get the correct tests

• Initial Complaint

  Date:04/02/2023

  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 had a visit with a Dr. ** said the staff would call me. They never did, so 3 days later I called. They had no idea who I was, and they didn't have the chart. I called again the following week, after 10 days, and they didn't have the notes from the doctor. So I called a third time (they didn't call me once, by the way), and they could only schedule procedures for a few days at bad times.So, I had to go to another doctor, request another referral, and pay another co-payment.I'll have the colonoscopy done in 2 days. But they keep sending me a bill. I won't charge the for all the wasted time they generated in my life. But they keep bugging for $10. Maybe I should charge them and with that money pay their bill.

  Business Response

  Date: 04/06/2023

  The balance of $10.00 has been adjusted off.

• Initial Complaint

  Date:03/18/2023

  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.

  Im Md Sharif, a current patient of ************************* at his East ************* location. I had an appointment March 8, 2023 at 12:15. I arrived at the office at 12:00, checked in the reception. I left work early to make it to my appointment. I had to wait at reception for an hour. At 12:45 pm I asked the receptionist if if everything is okay because I waited quite a while to be called. She rudely told me either wait or reschedule. I was baffled, but due to this appointment being a review for my colonoscopy report I told her I would wait to which she threw her hands up and said, Fine. Around 1 pm, I was called and taken to a room. I, then waited for another 45 minutes, mind you I asked where the doctor was a couple times to any nurse that passed by. They told me he would be in shortly, I was the next patient to be checked. Around 1:45 pm I was fed up, I came out of the room again and I saw that the entire building was empty. I, then had my wife call the office, because she usually schedules my appointments. However, after she called the office she was told that they were at lunch and they would not be able to do anything. I, then, left the empty office.