Business Profile

Hospital

UHealth

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Complaints

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

Customer Complaints Summary

32 total complaints in the last 3 years.
10 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:01/10/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:01/02/2024
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.
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
Date: 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
Date:09/25/2023
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.
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
Date: 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 Answer
Date: 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,
******
Initial Complaint
Date:09/17/2023
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.
This just deleted everything I wrote so I won't rewrite it. The nurses and security guards treat me like s*** every time I come here.
Business Response
Date: 09/18/2023
Dear ********************,
We are in receipt of your complaint as you communicated it through the BBB website. We apologize for any undue stress the situation may have caused you. However, we need more information (date of service, department, etc.) as to identify the staff member (s) in question.
You are welcomed to provide such information through this site, or you may contact the ****** of ******* Experience directly at ************.
Regards,
*********************
******* Experience Advisor
Initial Complaint
Date:09/12/2023
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.
I had cross linking (a surgical procedure) performed on my LEFT eye on 10/13/22; however, I have received bills for the procedure being performed on BOTH eyes instead of just one eye. The procedure was performed by ****************************** who is affiliated with the Bascom Palmer Eye Institute at the *******************. Her operative note is attached which verifies the procedure was only performed on my left eye. The Bascom Palmer/******************* billing department charges two separate bills - one for the physician and another for the facility/equipment/etc. I have already paid the physician bill, but I am disputing the second bill. I am attached the current statement for account number ******* which shows "per eye" and "qty 2" for the procedure and has a current balance of $5,783.79. I am also attaching an itemized bill which I requested from the university that shows that I was billed twice for the cross linking procedure (I added a red box around the section that shows the duplicate billing). I have tried contacting multiple people at Bascom Palmer/******************* for several months in order to resolve this billing issue, but have not had any success. Please help me!
Business Response
Date: 09/13/2023
Good morning,
We are in receipt of your billing complaint regarding your Laser procedure at the Bascom Palmer Eye Institute (BPEI) on October 13, 2022. We apologize for any difficulties this situation may have caused you. Please allow us five business days from today's date to review the sequence of events associated to your care and respond.
Business Response
Date: 09/18/2023
Good morning **** ************* hope you had a nice weekend. Your billing concerns were thoroughly reviewed by the *********************** (CBO) leadership. The review revealed that a clone charge occurred due to a coding error following your Corneal Cross-Linked procedure on October 13, 2022. As a result, $ ******* was applied to your unmet financial responsibility at the time. However, the incorrect charge was removed and rebilled to your insurance company on July 22, 2023. On August 9, 2023, despite de billing correction, your insurance carrier did not re-price but denied the claim as a duplicate, leaving your patient responsibility for the procedure unchanged.
The CBO recommends you to follow-up with your insurance company as to why the latest claim was denied as a duplicate when it was meant to be a "charge correction". In addition, please keep in mind that your patient's liability may remain the same based off your benefits, whether for one or two eyes.
We apologize for the service breakdown experienced and for any perceived lack of expectations regarding the billing received. If I may be of further service, please feel free to contact the ****** of ******* Experience directly at ************.
Sincerely,
*********************
******* Experience Advisor
Customer Answer
Date: 09/20/2023

Complaint: 20587592

I have not yet received any follow ***************** from Bascom Palmer regarding the incorrect billing on my account.
Sincerely,

*******************
Business Response
Date: 09/25/2023
Dear **************,
Upon receipt of your latest communication, we had the *********************** (***) leadership review your account again. The Executive Director contacted your insurance company, *********************** Plans, directly at ************ and spoke to ******** (Call Ref # *******) who acknowledged both claims (original and correction) were received; however, even with the removal of the duplicate charge, your patient responsibility remained unchanged as the contracted reimbursement rate for the procedure was the same for one or two eyes.
From a UHealth perspective, all appropriate steps have been taken to ensure the claim submitted aligned with the services rendered. If you still disagree, you may contact your insurance company to dispute the claim.
In addition, the *** is willing to offer you a 40 % discount as a one-time courtesy. If you wished to take advantage of this offer, please contact the *** customer service line at ************. Once the remaining patient responsibility is collected, you may call us back at ************ and your account will be adjusted as to reflect a zero balance.
Charges currently owed:
$ ****** (deductible)
$ ******* (coinsurance)
Less 40 % discount offered = $ 3470.27
Regards,
*********************
Patient Experience Advisor

Customer Answer
Date: 10/02/2023

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:08/02/2023
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.
They sent me an estimate before the date of service where shows that my responsibility was Zero. A month later, after my visit, they billed me $652.00 for an Xray of the shoulder (two views), that it was done on the clinic in less than 5 minutes and they also billed the insurance company for an office visit that it never happened. The doctor billed his fees separated in another claim. I was called from the lobby of the clinic, directly to the room where the Xray was taken, and back to the lobby.
Business Response
Date: 08/03/2023
Thank you for bringing this matter to our attention.After thorough review, we have made the necessary adjustments to your account,resulting in a $0 balance for the date of service in question. If you require additional information or want to know more about this review, please don't hesitate to reach out to ********** of ******* Experience at UHealth via phone at **************.
Customer Answer
Date: 08/03/2023

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:05/12/2023
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.
After having surgery through UM at ******* Memorial and being out of work for 7+ months they have repeatedly tried to send my account/s to collections. I make multiple payments monthly directly through myuhealthchart website to make the best effort that I can to pay toward the balance/s that all revolve around my surgery. I will still get collection's agency calls in which I always ask "how is my account in collections if I am consistently paying it monthly"? Because I can't pay them $650+ a month they want to do anything to try to s**** me over rather than acknowledge that even injured and unemployed I still pay $100-150 month. What is wrong with these people!? They have even received a payment as of 5/1/2023. Now UM has completely removed my accounts displaying them to have a zero balance so that I have no ability to pay towards them. This of course will inevitably make me look as if I am deliquent and not paying towards the account. I can not pull money out of the sky that I don't have but at least I do pay and make multiple payments at that. This could not be more of a low down dirty trick to remove my accounts to remove any and all abilty to pay at all and try to destroy my credit. This is legally wrong and not the slightest bit of professionalism or appropriate action/s to be taken in this matter. I will start here and if it is not resolved through the Better Business Bureau I will get my lawyer involved and sue *** I don't care how big they think that they are or how many of their own lawyers they have on retainer this is both illegal and unacceptable. UM Acct#*******
Business Response
Date: 05/16/2023
After a review of the case, the patient has two accounts with UHealth. Account # ******* - The patient has current balance due to $515.98 which is on established monthly payment plan of $50.00 a month. No final notice has been sent to patient and no amount placed in collections. However, account # ******* - The patient has an outstanding balance of $5,5823.23 for services 02/14/2022 rendered at ***********************. No payment plan established for this account, which is reason why account balance was placed with our In House debt department not a collections agency and we dont report to credit bureau.Patient could make payments towards balance, however at this time no payment plan could be made. As per notes on account from March 2023, a legal indicator has been placed on account due to a letter received by our legal department from Law Offices of ****** & *****.
Customer Answer
Date: 05/17/2023

Complaint: 20052629

I am rejecting this response because: Regardless of UHealth's excuses and justifications I should still have the right to access both accounts if I am actively paying on them in which I have been. They have proof of all of these payments just as I do. I account on a payment plan I should still be able to access to pay additionally if I am able. The other account I have been paying multiple payments monthly because UHealth will not let me set up a realitistic pheasible payment plan that I can meet. As far as the legal marker from the law firm mentioned has no direct affiliation with me. How do you take away my access because someone else is looking into my accounts. No one should have more access of limitation and/or availability than myself the account holder or ********************** the billing institution. Therefore yet again my accounts should not be made unaccessible. None of this is acceptable professional handling in this matter.

Sincerely,

***************************
Business Response
Date: 05/23/2023
***BBB Has Received Additional Information Form The Business***

Thank you for taking my phone call. We have received a response from our legal department. They have removed the Legal Billing indicators on his account, the patient can now proceed to do payments towards the amount owed on the account.
Kind regards,
Initial Complaint
Date:05/02/2023
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 am high risk for cancer I go to specialist there. I have ******** 0 patient responsibility and had to have a biopsy done. I was told that it would be covered. I was supposed to go back for followup check but uhealth said I owed them money. Have been going back and forth with health insurance and uhealth billing (uhealth multiple times has recognized it as their error) they say they will fix and adjust but never do. They sent me to collections and when it seems to be resolved it loops around again and it's an endless cycle of further stress and I have to try and find new high risk specialists to make sure I don't have cancer. It's for $676.00 and I have no responsibility. They even verified it was error on their end with insurance supervisor on the phone said they were going to close it out and they never did.
Business Response
Date: 05/10/2023
Good afternoon,

This was send to selfpay due to the refund, Humana recoup due to Coordination of Benefits (COB), Humana states member has another insurance which we dont have on file.

Patient was advised before that she needs to contact Humana and update COB with them. We are not able to do this for the patient. That is the reason Humana recoup the money.

Patient will need to speak to Humana and get a authorization or a reference# in order for ** to resubmit claim back to Humana. The insurance provider thinks the patient has more than one insurance.
Initial Complaint
Date:03/16/2023
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.
Hi, I have called them 6 times, My account number is ******* and they keep double billing. ******** allowed EXACTLY and no more then $99.87 but they keep billing me exactly double. I have reported UM this morning to ********, I explained to them that they keep trying to double bill me and that UM does not understand how ******** works, they tell UM and the patient (me) the MAXIMUM I may be billed for which is clearly $99.87, not the $199.74 they keep trying to make me pay. I have sent them the paperwork from ******** showing this even though they acknowledge that they have have the paperwork already so I can not figure out why they continually try to bill me incorrectly. If they fix it I will pay immediately, I can't and won't pay double. TODAY, March 16th, 2023 I received a late notice even though they kept telling me it was under review. Each person I speak to understands and agrees with me but it never gets resolved. Please let me know. Thanks, *********************, Phone: ************
Business Response
Date: 03/20/2023
Hello,
We are in receipt of your complaint. Please allow us time to investigate.
Kind regards,
***************************
Business Response
Date: 03/22/2023
***BBB has received additional information from the business***
I worked this account this morning and for DOS 01/24/23 visit#******** we billed the patient $199.74 due to an incorrect adjustment.

As per ******** EOB the patients responsibility is $99.87. I applied the correct adjustments and advised the patient through Uhealthchart and patient already made a payment earlier today $99.87.

Please be advised, that as of today the balance in the patients account is zero.

Customer Answer
Date: 03/22/2023

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.

I will however say that the ONLY reason it was resolved is because BBB stepped in. The vendor is one of the worst I have ever dealt with, they absolutely do not care, horrible customer service. Thank you ******************** for your help!

Sincerely,

*********************
Initial Complaint
Date:02/18/2023
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.
See letter attached with detailed explanation
Business Response
Date: 03/02/2023
***BBB Has Received The Business Response***

*********************** MRN: ******** date of service 07/20/2021 a charge for visit and Covid test was billed to insurance on file, United HealthCare, claim was initially paid on 08/19/2021 and United HealthCare took back the payment in 11/23/2021, stating patients coverage was not effective on date of service. Per notes on account from claims department, claim was originally sent to incorrect payor within United Healthcare and therefore no claim on file with patients insurance. Claim submitted multiple times with United HealthCare. No additional payment nor new Explanation of Benefits received. Patient balance was kept since date of payment takeback, there was however a stop in the submission of statements to patient. Last statement sent 01/18/2022 until now on 02/09/2023. Made the adjustment for balance billed to patient as one time courtesy due to over one year no statement and since past filing time with United HealthCare has been reached, claim is no longer eligible to be refiled for reimbursement.

*********************** date of service 07/20/2021 a charge for visit and Covid test was billed to insurance on file, United HealthCare, visit was paid accordingly to plan benefits and charge for Covid test was paid and adjusted per FED, ST or LOCAL disaster declaration protocol.

*********************** date of service 07/20/2021 a charge for visit and Covid test was billed to insurance on file, Simply, visit was paid accordingly to plan benefits and charge for Covid test was paid and adjusted per FED, ST or LOCAL disaster declaration protocol.

*********************** - date of service 07/20/2021 a charge for visit and Covid test was billed to insurance on file, Simply, visit was paid accordingly to plan benefits and charge for Covid test was paid and adjusted per FED, ST or LOCAL disaster declaration protocol.

Customer Answer
Date: 03/02/2023

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. However, I am requesting to be provided with a zero balance letter showing that my account has been corrected. Such letter can be mailed to my home address the ******************* has on file. I would like to be assured that my account shows a zero balance.

Sincerely,

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

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UHealth is NOT a BBB Accredited Business.