Complaints

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:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was advised I needed a D&C for my miscarriage on 02/22/2024. I was scheduled for surgery on 02/26/2024 and was advised by the hospital (Orlando Bayfront Health) that I would need to pay my surgery in FULL or it could not proceed as scheduled. This is absolutely ridiculous and when has this become hospital policy?!? Given that I had no choice but to pay for the surgery in full so that it could proceed as scheduled I reluctantly paid approximately $4000 THE MORNING OF MY SURGERY to have the *** which lasted 34 MINUTES TOTAL. The TOTAL BILL for my surgery came out to $34,000 when it was a LESS THAN 30 minute surgery and I was in the recovery room for 17 MINUTES TOTAL. This is clearly their attempt to confuse and misinform their customers to pay large sums for ********************** treatment knowing full well that we will not have any recourse as they threaten to cancel the surgery if not PAID IN FULL. This is fraudulent behavior and must be stopped. It is clear that Orlando Health Bayfront took advantage of my emotional state due to my miscarriage and coerced me into paying $4000 for this routine procedure when I should have had the opportunity to send this bill to my insurance and would have been responsible for the remainder ONLY.

  Business Response

  Date: 11/22/2024

  Good day,

  I have made contact with the patient and reviewed the charges and advised the balance is per her insurance plan the deductible and co-insurance. I have sent an email to the management team ***************** advising of the complaint. I also advised the patient once I receive response, I will contact the patient directly.

   

  Thank You,
  *** ***** *****, CRCR
  Assistant Manager
  Patient Billing Advocate for
  Revenue Management
  *****************,  MP 65 Orlando, Fl 32806
  

• Initial Complaint

  Date:06/28/2024

  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.

  My mother was a patient at Orlando Regional Medical Center from 12/23/2023. She remained under their care until her discharge date of 02/21/2024. On January 21, my mother was left in the bathroom alone, as a fall risk, where she subsequently fell and broke her left leg. She was not operated on until January 27th, nearly a week later. Later, she was transferred to multiple facilities, and eventually developed a blood clot as a result of immobility. She passed away on June 2nd as a result of her fall, according to the medical examiner. Upon her admission to Orlando health, my mother had two unfractured lower extremities, and was not in that condition when discharged.

• Initial Complaint

  Date:12/19/2023

  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.

  On February 5th 2023, I had an MRI done at the Orlando Health ***********************. The VA ******** sent me there to be seen through their community care service. The VA had an agreement with Orlando Health for me to be seen there and for Orlando Health to bill the VA hospital for the **** Orlando Health REF# ********* Orlando Health took $1527 out of my personal HSA account they mustve had on file from a previous time I was seen there under my personal insurance, not the VA. I have been reaching out to them since February when I noticed my HSA account had been depleted by the $1527. I have done multiple 3-way conversations with my insurance Regence- BCBS to discuss the matter. Unfortunately, there hasnt been any response from Orlando Health. When we call back, they state there are no notes, or it has been expedited, basically the run around. The initial call was on April 12th, 2023 to Regence. On May 4th I started working with ***** who has tried very hard to get to a resolution with Orlando Health. On May 4th, we did a 3-way call with ****** at Orlando Health, he couldnt find anything on my case, he ended up hanging up on us. We had to start the **************** again. ********** was the next Orlando Health rep to try and help. She stated they did not have my HSA info on file and that Regence had paid through the insurance. ***** who works for the insurance told her they have no record of ever paying. It then got escalated to a Supervisor ****** who said she was sending the case to the ********************** to arrange for a refund. The refund never happened. I had to start the **************** again, these similar issues have continued throughout the year. I am badly in need of these funds to pay for another medical procedure. It is impossible to reach anyone who can fix this situation at Orlando Health. The customer service reps say there is no Supervisor available. Please help, let me know what additional info you need from me, thank you.*********************

  Business Response

  Date: 12/26/2023

  I have reviewed the attached complaint. I have reviewed the patient account and found that BCBS never requested the overpayment be sent back. I have requested the refund and received confirmation from the refund team the patient overpayment from his HSA account in the amount of $1527.00 has been processed and will be mail to the patient address on 1/2/2024.  I have also called the patient and spoken to Mr. ********************* and advised the finding and to expect the check, I have also confirmed the patient address that what we have on file is correct.  The patient has confirmed we have the correct address. I advised the patient to keep my direct contact information for any additional assistance he may need. I also advised the patient the BBB may contact him to give him the outcome. he understood and thanked me for my prompt assistance.

   

  Thank you,
  *** *********************
  Assistant ******************************** Advocate for Revenue Management

  Customer Answer

  Date: 12/26/2023

   
  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:10/12/2022

  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.

  My child was seen at OrlandoHealth Arnold Palmer Hospital for Children Orthopedics on 3/4/2020 and 3/16/2020. We paid $169.40 in-person at both visits. Unbeknownst to us, we had already met our out-of-pocket max prior to these visits, and after claims were processed with insurance, patient responsibility for these 2 visits was actually $0. (We were previously told by OrlandoHealth that credits on our account would be held and applied to future charges.) My daughter was seen again on 6/28/2021, and we received a bill for $251.10 (ref#*********). Upon calling the billing department on 8/17/2021 to ask for our credit of $338.80 ($169.40 x2=338.80) be applied to the new charges, I was informed that there was no credit on the account. In the weeks and months following, I called repeatedly, personally emailed EOB's for both dates in 2020; our insurance company (*****) faxed the EOB's and the check numbers corresponding to the claims. Each time I called, I was told the claims in question would be submitted for review and/or were pending review. Additionally, a ***** rep and I called 3-way on 2 occasions to attempt resolution, with the most recent call being 6/14/2022. On 6/14/2022, I was told by billing supervisor, Robert G****, (with ***** rep as witness) that it had been resolved-- he would apply the credit to the outstanding 2021 bill, and the remaining balance of $87.70 would be refunded to us. Refund never came. In July 2022, both of my daughters were seen at the office above, so 2 new charges are due. Upon calling to inquire about the refund status, and request it be applied to the new charges, instead, I was informed that the credit we were owed was never used /applied to the 2021 bill, and a refund was never issued. Robert G. failed to return my call on 10/7/2022, and Supervisor Olivia R***** failed to call back as promised 10/11/22. Orlando Health has the data to show we overpaid in 2020 and yet refuses to reconcile the account. We are demanding our refund.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/21) */ Contact Name and Title: Jeannie C****, Manager Contact Phone:************* Contact Email:******************************** I have left a message to patient mom to assist her with her request. I left my direct line. I have requested a refund of all her payments made on both date of services 03/04/2020 and 03/16/2020. Once patient mom returns my call, I will submit an update. Thank you, Jeannie C**** Consumer Response /* (2000, 8, 2022/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ms. Jeannie C****, Manager of Orlando Health Patient Advocate Care/Team, called me on 10/21/22 with a successful resolution and an apology. A full refund for the 2 dates in question were issued and we received the checks within the next few days. We appreciate the response, resolution, and the ability to finally move forward. Additionally, this experience has taught us to request a bill after insurance has processed (instead of paying up front at an office visit). Thank you.

• Initial Complaint

  Date:08/01/2022

  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.

  Date of procedure: 6/16/2022 Provider: Orlando Health Medical Group 1111 W. Fairbanks Ave., Winter Park, FL 32789 The fleecing continues. After pre-paying for breast biopsy services at Orlando Regional Medical Center and being told the procedure was paid in full, you guessed it: we received a bill for radiology services at nearly 15% more than what we paid up front ($5,300). Worst yet, it took me 9 phone calls and 4 hours to different billing phone numbers to find you why. Healthcare in Orlando is least valued added service of any service provided to the general public. The experience ranks about the same as going to the DMV while paying 20x for something that in most of the developed world is reasonably priced.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 9, 2022/08/12) */ Good day, we will happy reviewed the above patient complain but we will need complete patient name, date of birth and account or reference number to be available to review the patient account and assist with the billing concerns. Consumer Response /* (3000, 12, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Orlando Health has not been transparent as to the total cost of the biopsy procedure performed on 6/16/2022. We were told by the Orlando Health business office manager, Ms. S******, that the cost of the procedure, if pre-paid, would not cost more than $5,233.87 which included all fees - the surgeon, facility, anesthesia, and radiology. Yet, several weeks after the procedure we received a bill from MCRG (Medical Center Radiology Group), an affiliate of Orlando Health, in the amount of $346.27 which we paid but should be refunded. I am not satisfied with the way Orlando Health misrepresented the cost of its services and wish to be reimbursed for the amount paid not previously disclosed as needed - said amount is $346.27. Business Response /* (4000, 14, 2022/08/19) */ Good Afternoon, When I spoke with Mr. *** on 08/17/2022 I had provided a refund receipt for the partial refund that we made to his credit card on file with the amount of $1,669.45 back on 07/05/2022. I have attached a copy of the refund receipt as a proof on the email I sent him. On my call on 08/17/2022, I originally advise Mr. *** that MCRG is not affiliate with Orlando Health. MCRG (Medical Center Radiology Group) is an ancillary facility, and they process their own billing and Orlando Health does not have control over them. Mr. *** advised me he understood and agreed and was pleased with the information I provided him with.

• Initial Complaint

  Date:06/08/2022

  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.

  The amount involved is $164.91 for a procedure done on April 14, 2021. According to Orlando Health, the total charges were $7,500.00 with adjustments of $6,675.51 and Medicare payment of $659.58. I have supplemental insurance with ******************. For some reason the Hospital has not filed the charges with *************, apparently due to a program change issue within the Hospital billing system. I provided all insurance information in communication with them on 8/12/2021, 9/15/2021, 1/31/2022, and each time they agreed to file the claim with the insurance company. They agree to make correction but keep on sending the monthly statements. Now I received a collection notice from a company - ***********************************************************************************. Please help to resolve this matter by requesting Orlando Health in submitting the claim to United Health for payment. I always use Orlando Health for my medical needs and never had any other problem like this thus far. Hence this is an oversight on their part and can be easily resolved. Thank you Orlando Health reference #***********

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/06/13) */ good day, I have added the patient secondary coverage to the account on question. Also, I have contacted our inhouse collection agency to close patient account in their end immediately. I contacted Mrs. ****** and advised her in a voice message the resolution taken in her account and leave my direct contact in case she has any questions or concerns.