ComplaintsforUHealth

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is me having insurance I still have to pay almost 200 dollars for a Hehg Breast Ultrasound, Bilateral: Complete. And I have had the same insurance, and I never had to pay for this type of procedure.

  Business response

  08/08/2024

  Good afternoon ******************, 

  I hope this finds you well. Thank you for the opportunity to review your billing concerns.

  The balance in question ($ ******) is for a combined procedure (Mammography/Ultrasound) performed on July 3, 2024. The balance is part of your insurance responsibility as $ ****** was applied towards your unmet yearly deductible at the time of service and $ ***** was applied towards your co-insurance.

  You had the same service done on February 7, 2023, and your patient responsibility back then was $ ****** ($ ****** deductible: $ ***** co-insurance)

  Prior to that, you had Mammographies done on July 26, 2018, and March 30, 2021, in which you did not incur any patient responsibility because there were Mammographies only. However, if the Mammography is performed along with an Ultrasound, you will not be covered at 100 %, as per your carrier's contractual relationship with UHealth.

  I hope I was able to clarify your concerns. If you happen to have additional questions, you may contact the Office of Patient Experience directly at ************

  Sincerely, 

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

  Patient Experience Advisor 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  so I've been having an Issue contacting you health especially all my doctors office but no one seems to call. me back it upsets me Becuse my Current PCP. office is a nightmare no onever calls me back or messages me back in the chart Its been 2 days scince ive written and i haven't **** back I'm about to speak to a manager off the office because this is insane

  Business response

  06/14/2024

  Good morning ****************, 

  I apologize for the lack of communication experienced. The Family Medicine Department has been trying to reach you to schedule an appointment as requested, but they have not been successful. Please call them at your earliest convenience at ************, option 3.

  Sincerely, 

  The ****** of ******* Experience

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

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please, open attachment.

  Business response

  06/03/2024

  Dear ****************,

  Thank you very much for bringing this matter to our attention. Upon further review of the claims you made, these are our findings: 

  *****************************: the balance of $ ***** ($ ***** and $ *****) was successfully adjusted from the collections' agency. Our review revealed that Cigna re-processed the payment covering the patient's coinsurance responsibility, but the remittance information on the payment did not update on our system. 

  The $ ***** co-payment for *************************** GYO consultation on 5/21/24, was received from *****'s electronic verification message when UHealth attempted to verify benefits prior to the visit. Please note, that this was scheduled as a follow-up visit, not a wellness exam. 

  ***********************: a $ ***** reimbursement of his visit on 12/6/23 has been processed. Although the original claim was denied, the visit's co-payment was incorrectly linked to the charge when there should have been no patient responsibility due to that type of denial. Please allow a few days for the amount to reflect on the patient's payment card.  

  We apologize for any undue stress this situation might have caused, but we are glad to have been able to assist you satisfactorily. If you happened to have further questions or concerns, you may call the ****** of ******* Experience directly at ************.

  Sincerely, 

  The ****** of ******* Experience

  Customer response

  06/11/2024

   
  Complaint: 21790633
  
  I am rejecting this response. Please, open the attached PDF for more information about this case.

  Sincerely,
  
  Louis & ***********************

  Business response

  06/13/2024

  Dr. ****************, 

  I hope you are doing ok. I apologize you are still dissatisfied with our services and our response to your concerns. I reviewed the latest documentation you provided but it was the same as the originally submitted. I must admit I'm not certain about the causes of your dissatisfaction, other than the reasons that led to your complaint in the first place. As you requested:

  Your son's co-payment was reimbursed to the credit card on file;

  Your wife's balance was adjusted as to reflect a zero balance as indicated in the estimate you obtained prior to her procedure;

  and her 5/21/24 GYO appointment with **************** was reclassified as a "wellness exam" instead of a "follow up" appointment, which should not generate a co-payment in the system. 

  We had her account reviewed by the *********************** (CBO) again and she only has a balance of $ ***** pending for a telehealth consultation she had with the ******************** on January 17, 2024, which was not part of your complaint. 

  Please note, that the ****** of ******* Experience remains at your disposal in case you'd like to discuss these further. You may contact us directly at ************.

  Sincerely, 

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

  ******* Experience Advisor 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing regarding my visit to the Emergency Room at UHealth on February 16th, during which I sought treatment for issues related solely to my lumbosacral spine.Upon arrival, I specifically requested an MRI for my lumbosacral spine based on the recommendation of my doctor in The Cayman Islands, where I attend Vet School. I believed this was necessary for detailed insight and to pinpoint the affected area. However, the medical team insisted on conducting **rays, despite my explanation that I had already undergone **rays and received a diagnosis regarding my lumbosacral spine. Reluctantly, I consented to another set of lumbar **rays, even though similar ones had recently been performed in the Cayman Islands.At no point did I consent to or request hip **rays. I explicitly informed the attending physician that my hip was not the issue, but rather my lumbosacral spine. Despite this, the facility proceeded with both lumbosacral spine **rays and, unbeknownst to me in the **ray room, hip **rays.A consent form does not grant ******* permission for additional procedures beyond what is specified. In this case, the consent was solely for the lumbosacral spine. Therefore, we request that the charge of $1010.00, for the unauthorized hip **rays, be removed from my billing immediately.Please feel free to contact me if you have any further questions.Thank you for any help you can give me to this matter.

  Business response

  06/06/2024

  Good morning **** ********************** concerns were presented to the ******************** **** and *********************** (***) leadership teams for their review. It was noted that on February 16, 2024, you presented to the ** with Lumbar back pain radiating down the right hip and lower extremities. Records indicate the physician ordered a comprehensive imaging work-up, including x-rays of the hip that showed no acute fracture, dislocation, intact sacroiliac joints, and remarkable soft tissues. 

  We apologize for not meeting your expectations; however, considering your symptoms our review found your care was clinically appropriate.  

  Although appropriate services were rendered, the *** leadership decided to offer you a 40 % discount on the pending balance ($ ******) as one-time courtesy. To take advantage of this opportunity, you may make the payment online or over the phone by calling the customer service line directly at ************. Once you make the discounted payment ($ ******), please contact the ****** of ******* Experience (OPX) at ************, so that we may make sure that your account is properly adjusted as to reflect a zero balance. 

  Sincerely, 

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

  ******* Experience Advisor 

   

   

  Customer response

  06/13/2024

   
  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,
  
  ***** Word

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 29, 2023, I placed a phone call to ************, which is the number associated with the Uhealth ******************* patient financial services department. The phone call was recorded. After negotiating my bill, the representative agreed to discount the bill by 40% if I paid $910.16 before the end of the call. So, pursuant to the agreement the representative processed a payment for $910.16 and told me that once the 40% discount was applied the balance would be zero and I would owe nothing further. The agreement was made with a manger. Since that date, I've called to follow-up on the promised discount for months and each time I've been told to patiently wait for the discount to be applied while this entity continues to send invoices, claiming I owe $606.77 when I do not owe this debt. When I call, I am told to disregard the notices. This violates the Fair Debt Collection Practices Act because during these recorded phone calls, they acknowledge I do not owe the debt, but they keep sending the notices. Now, as of 2/16/24, I received a collection notice in the mail from a debt collector. The debt was sent to a collections agency and will probably harm my credit. I need them to remove the debt from the collection agency and provide the discount to zero out the balance as promised. I need to report or file a complaint for violation of the Fair Debt Collecions Practices Act if this issue is not fixed resolved soon.

  Business response

  02/19/2024

  Hello ****************,

  Your account has been review and it reflects a zero balance. The adjustment was made on 1/22/2024 three days after the statement generated. Please disregard the billing statement dated 1/19/2024.Our apologies for any inconvenience this may have caused you.

  ***************************
  Patient Experience Representative
  Phone:**************
  Fax:**************

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Typed info then form deleted it.

  Business response

  02/16/2024

  Hello,

   

  Please provide more details to your complaint so that we may get a better understanding and assist you.

  Customer response

  02/16/2024

  ***The BBB Have Received Additional From Consumer***
  

   

  I am  plantation, deerfield, and miami uhealth patient.
  

  my issues were  escalated to *******************************,  Director of patient experience, in ***** approx. September, after falling on deaf ears.

   In october, **************** no longer responded, and i have spent 4 months trying to chase her down. So she hasnt even pretended to care. However almost none of her underlings recognize her name.  patient experience is not set up for success.

  
  

  The nature of my complaint. I have a multi prong 30 plus year disability.

  I have had multiple problems with patient experience in uhealth system.

  
  

   Including but not limited to 

  patient portal usage, getting my chart updated for contraindications, registration/checkout , asking workers to speak slowly  with no competing noises due to my hearing loss, setting up appts/ getting answers. I have been told i am the problem by multiple workers.

  
  

  I am worn out by this process and this system is not user friendly. Since ***************** cant be bothered smoothing the system, i dont know where else to go. Four months is plenty of patience and some.

  
  

  I dont believe workers take the time to see things from  customer side. I keep hearing in error their tasks are complete even tho it leaves me exhausting myself to meet my needs. This complaint is not just about ******************************* but ultimately she is the one responsible for getting things done.

  
  

  Even tho this may be written well, my disability includes but not limited to

  1. troubles reading and understanding what is written.2.  voice unreliability.

   It took a long time to put this together as i dont organize info quickly.

  
  

  At this point a survey that will only be filed or " im just here to listen" or " go complain to a worker who can do nothing" is demeaning and useless.

  
  

  I need this customer experience to be smooth from the customer perspective.

  Its a shame that i had to resort to outside agency  to solve this.

  
  

  Ty in advance, better business bureau, for being the voice of reason to make life easier.

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

  Customer response

  02/20/2024

   
  Complaint: 21299284
  
  I am rejecting this response because:

  Dear ****************

  Ty for your call today.

  I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.

  My file went into your hands in september. You agreed to take it. In october i was ghosted.

  If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .

  I have done what i need to reach you directly and thru others.

  I asked today that ******************* of Uhealth be involved in the call yet was denied. 

  I am talking about a systemic issue.

  I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.

  Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.

  Waiting on a retry with *** included.

  This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.

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

  
  
  

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

  Customer response

  03/15/2024

   
  Complaint: 21299284
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Date Sent: 2/20/2024 1:24:10 PM
  

   
  Complaint: 21299284
  
  I am rejecting this response because:

  Dear ****************

  Ty for your call today.

  I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.

  My file went into your hands in september. You agreed to take it. In october i was ghosted.

  If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .

  I have done what i need to reach you directly and thru others.

  I asked today that ******************* of Uhealth be involved in the call yet was denied. 

  I am talking about a systemic issue.

  I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.

  Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.

  Waiting on a retry with *** included.

  This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.

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

  
  
  

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

   

  Customer response

  03/15/2024

   
  Complaint: 21299284
  
  

  Complaint: 21299284
  
  I am rejecting this response because:

  Dear ****************

  Ty for your call today.

  I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.

  My file went into your hands in september. You agreed to take it. In october i was ghosted.

  If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .

  I have done what i need to reach you directly and thru others.

  I asked today that ******************* of Uhealth be involved in the call yet was denied. 

  I am talking about a systemic issue.

  I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.

  Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.

  Waiting on a retry with *** included.

  This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.

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

  
  
  

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

  
  

  Customer response

  03/15/2024

  Complaint: 21299284
  
  I am rejecting this response because:

  Dear ****************

  Ty for your call today.

  I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.

  My file went into your hands in september. You agreed to take it. In october i was ghosted.

  If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .

  I have done what i need to reach you directly and thru others.

  I asked today that ******************* of Uhealth be involved in the call yet was denied. 

  I am talking about a systemic issue.

  I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.

  Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.

  Waiting on a retry with *** included.

  This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.

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

  
  
  

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

  Customer response

  03/15/2024

  Complaint: 21299284
  
  I am rejecting this response because:
  Dear ****************
  Ty for your call today.
  I have hearing loss and unless your office slows down enough in a quiet enough environment, i will not be able to hear and understand.
  My file went into your hands in september. You agreed to take it. In october i was ghosted.
  If you were not the appropriate person to address my needs, it was your responsibility to transfer me. Not disappear. Not hold me responsible. Not let the situation snowball because of inaction .
  I have done what i need to reach you directly and thru others.
  I asked today that ******************* of Uhealth be involved in the call yet was denied. 
  I am talking about a systemic issue.
  I am not the bad guy in spite of repeatedly called that today. Called that not only because i insisted *** be involved.
  Lets try again to solve this. Starting with an a heartfelt sounding apology when i am live on a call, with no accusations that i am at fault for pursuing the file in your hands or that i have an additional person on the phone. My ability to read minds is broken and i cant be held responsible for silence.
  Waiting on a retry with *** included.
  This systemic issue still needs solving by someone with authority to do something- not find fault with me for advocating for my needs.
  ***************************
  
  
  
  
  
  
  Sincerely,
  
  ***************************

  Business response

  03/29/2024

  Good Afternoon, 

  Our apology for the delay on our response as leadership review this patient's concerns. Due to the nature of the complaint, in order to respond can you please provide us with the copy of the ***** consent form completed by the patient, authorizing us to discuss this matter with the BBB. 

  Thank you in advance for your time and attention to this matter. 

  Best Regards, 

  UHealth, The ****** of ******* Experience

  Customer response

  06/11/2024

  ***Please See Attachment ***

  Business response

  06/25/2024

  The patient has been medically evaluated and there is no medical basis for the complaints made. The patients physician has made recommendations for additional testing and the patient has declined the recommendations.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I dont understand how a hospital can charged you for an injection $10,000 dollars to my insurance, living me to pay $1,500.Last year I went to UHealth Tower to the *** department to get my injection every three month ! They told me at front that I didnt have to pay anything!That was for every injection I had in 2023.This year suddenly I ended up with a $5,800 bill from UHealth!! Thanks to the ignorant people at the reception that didnt checked how much I will owe,I got a bill for $6,000 !! All *** injections ! Unbelievable!

  Business response

  03/12/2024

  Good Afternoon,

  Upon receipt of the complaint, a review of the patient's claims was completed by the appropriate leadership. Based on the review, it was explained that the patient's insurance provided UHealth with the contractual adjustment, the allowable rate, and the patient responsibility based on the patient's benefits, in this case his coinsurance. It was explained that all claims were processed according to the patient's plan benefits on file. 

  In a separate communication received by the patient, he was able to provide UHealth with his secondary insurance. Currently the $6,000 the patient is disputing is currently being processed though his secondary insurance, therefore he does not have patient responsibly assigned at this time. Our office was able to speak with the patient directly to was provided with the above feedback received.  

  Please let us know if you need any additional information or feedback. 

  Best Regards, 

  *****************************;

  Patient Experience Representative 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was seen by the ******************** for symptoms which led to the flu. I was given a flu test, covid test, chest xray, blood test, and a bag of saline. I received several medications one being Tamiflu. My insurance was charged over ****** dollars. They also do not tell you that they will also bill you through a thrid party contractor for the physician services. So the hospital charged me ****** dollars and now im getting another bill from "TEAMHealth" for **** dollars. I tried to dispute the charges with the hospital because they charged outrageous amounts and because my insurance was able to negotiate everything down my combined responsibility is now over 1300$ yet when I see my PCP for the same service minus the saline I get a 30 dollar bill.

  Business response

  01/11/2024

  Hello,

  After a review of the patient's account, it was explained to the patient on November 20, 2023, that his patient responsibility is inclusive of his entire ******************** visit, hospital, and physician fee. The ****** of ******* Experience (OPX) also explained that the balance is for his copay, coinsurance, and deductible as assigned by his insurance provider. At that time the communicated understanding and thanked us for the call. OPX advised the patient to call the billing office to set up a payment plan if needed.

  The patient spoke with the billing department on January 10, **** and set up a payment plan with the first payment scheduled to be debited from his account on 1/24/24 in the amount of $92.94. We will have to refer the patient to his insurance provider to review what his copay, coinsurance, and deductible amounts are and how they are assigned, i.e. ******************** charges versus primary care physician's charges.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 7th I received a infusion of a drug provided complimentary from the drug provider. The infusion was done at a UHealth facility. UHealth billed me the full $12k for the dose that they received free. When I asked them to investigate this I was told to provide documentation that I was never given, because all scheduling and communication was done from the UHealth side and I was only in phone contact.I asked multiple times for the billing people to simply reach out to the UHealth employees that have a uhealth email and work for the same company I was told this was something they cannot do. They also did not call to tell me this and I was only informed by calling in again.Now I have a $12k charge being sent to collections because a billing representative simply refuses to do their job.

  Business response

  01/03/2024

  Hello,

  In an effort to assist you with your complaint please respond to the questions below.
  

  1. UHealth employee's name, email address, and/or phone number if available.

  2. Who were you in contact with via phone?

  3. Which department was the service provided? Was this apart of a research study or a trial of some sort?

   

  Thank you,

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last March 13 I saw Dr. *********************** for left ankle swoleness at his office in ********************* Medical Center. Check-in process included e-consent to all charges associated with visit. **************** stated underlying cause was unclear and prescribed compression socks. Notwithstanding lack of any pain, **************** prescribed ankle and foot x-rays at Centers radiology department. Later I received EOB from Aetna stating ******************* Hospital had billed $990 and $938 for two x-rays, reduced to $504.90 and $478.38 member rates. Combined $983.28 was applied to my deductible and billed to me by UHealth. I argued amount is excessive for routine non-emergency x-rays but was told UHealth charges insurance companies as a hospital-based facility and that I had granted prior consent. I dont dispute having e-signed consent without reading every line but had never heard of hospital-based facility concept. Ive taken routine non-emergency x-rays in the past and know procedure is less costly than MRIs or CT scans, which is why it never crossed my mind to ask **************** about the cost. In addition, ********************* Medical Center is listed on UHealths website under *************************************************** category (not Hospitals category), which gives the impression you are walking into a regular doctors office with standard non-emergency procedure fees. For all of that it would be fair and reasonably expected that **************** or someone else at the Center orally cautioned patients that procedures at the Center are more expensive than analogous doctor visit-related non-emergency routine procedures because they are billed at hospital-based facility rates. Had someone done that I would have definitely taken the x-rays elsewhere. At the end I am not expecting x-rays to be free of charge but would highly appreciate at least a 50% discount over the $983.28 charge, which Ive been paying in monthly installments under payment plan graciously offered by UHealth. Many thanks

  Business response

  10/02/2023

  Good morning ******************

   

  We communicated your concerns to the *********************** (***). They advised us that they can provide a one-time courtesy 40% prompt-pay discount of your total balance. Your total balance is $1,108.09, the 40% lowers the total to $664.85, you have already paid $455.91. The total you would owe if you accepted the offer is $ ******. Please call the *** at ************ if you accept their offer for assistance in making the payment.

  Thank you.

  Customer response

  12/04/2023

  
  

  I was able to satisfactorily settle this matter with the business.  

  
  

  Thanks again for all the help and support, you guys rock!

  
  

  Best,

  ******

*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. ↩