Complaints
This profile includes complaints for Moffitt Cancer Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2025
Type: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.
my sister ******** ***** passed on 01/04/25 ! ive been emailing the executive team regarding what is the steps needed for her medical records no response ! as well as i need a letter on a letterhead stating her passing ! my next step is to file a healthcare complaint against his facility!
Business Response
Date: 01/23/2025
Please see attached response letter.
Thank you,
********
Initial Complaint
Date:08/15/2024
Type: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 received a prescription for a hair prosthesis for *************** my oncologist and I submitted it to my insurance to get reimbursed for a wig I purchased. The info on the prescription was not correct and the insurance company called to get it corrected. They did not call back. I informed them that they needed to contact my insurance company to correct their errors. I was told this had nothing to do with them and reach out to my pcp. My pcp had nothing to do with the prescription. I do not know how to get these people to act responsibly. This is the most irresponsible medical institution Ive ever had a relationship with. I called the patient relations office and the social worker and have gotten no response.Business Response
Date: 09/05/2024
Dear ************************,
Thank you for sharing ******************** response with us at H. Lee Moffitt Cancer Center and Research Institute Hospital, Inc. (Moffitt). We appreciate the opportunity to respond. Moffitt is committed to providing the highest quality of clinical care and patient-centered services, and we take patient and caregiver concerns very seriously.
We would like to share that we have been actively working to address this concern for *********************. Our Social Worker contacted the patients insurance provider, Humana, to gather more information on what is needed for cranial prosthesis reimbursement. Unfortunately, the representative was unable to provide clarity on the situation and recommended that the patient reach out to her primary care physician (PCP).
Our Social Work and Patient Relations teams attempted to contact the patient on both August 16th and August 22nd. A message was left advising the patient to obtain an itemized receipt with the proper code from the wig store and submit it to the insurance company.If there is a need for any further communication, please feel free to reach out to the **************************** at **************.
Sincerely,
***************************, MBA
Director, Patient ExperienceInitial Complaint
Date:03/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The date of my service was 5/13/2022. My doctor's ****** ************************************************************, at Millennium *************** in ********** ** set an appointment to see an oncology doctor for a yearly check-up. I followed instructions and went to see the doctor at their location. It was a normal building full of medical ******s. I went in and my scheduled doctor was not available so a replacement Nurse Practitioner do a fast check-up for about 10 minutes and I left. My co-pay for my insurance was about ***** for specialty doctors but I got a bill for $278.12. I called them and tried to reason with them but they told me that they have two fees, one for the doctor that I did not see because I saw a Nurse Practitioner, and the other for the Hospital. I was not informed of that when I check in for my service with them. Why will I go to see a doctor for a check-up, when I was not sick or in any treatment and pay almost $300.00? My insurance provider already paid $146.00 for my visit. I did not understand the logic of this. They are charging me almost ****** for a doctor's visit without giving me any information that I was supposed to pay for that amount. I went back and forth with them but what they did was sent my account to collections. My Florida Blue HMO member number is ********* . ATTACHED PLEASE FIND THE DOCUMENTS. I want a billing adjustment and I will gladly pay for my CO-pay of *****, or whatever my insurance Co-pay is. Thank you very much!! My cellphone number is ************.Business Response
Date: 03/21/2023
March 21, 2023
*********************
Better Business Bureau
RE: Complaint Received on March 14, 2023
Consumer:*******************************
Complaint ID#: ********
Dear **************,
Thank you for allowing us the opportunity to respond to the concerns shared by *********************************** regarding her appointment on May 13, 2022 at ********** Moffitt Cancer Center and Research Institute Hospital,Inc. (Moffitt), specifically with the billing of her appointment.
Given the nature of this inquiry, a thorough review was conducted by Moffitts *************** leadership of the billing concern shared, and it was found that ****************** was billed correctly for the services received on May 13, 2022. We certainly appreciate the feedback provided to us and sincerely apologize for Ms. ******** dissatisfaction with our billing practices.
We appreciate the opportunity to clarify our billing process with you:
Moffitt is a specialty hospital. A hospitals cost structure and regulatory requirements generally increase pricing for services provided when compared to a free-standing setting. This is especially true for our outpatient services. Moffitt provides specialized, focused oncology care for all services provided.
Moffitt reviews pricing in comparison with the local market on an annual basis in order to remain competitively priced.
Market Data includes national hospital percentiles and local market hospital data when establishing pricing. The market data is not specific to cancer hospitals and does not include freestanding facilities.
In addition, we reached out to ****************** directly and were able to address her concerns to her satisfaction. Again, we appreciate the opportunity to respond to your inquiry. If we can be of further assistance, please do not hesitate to contact us at ************.
Sincerely,
***************************, MBA
Director, Patient ExperienceCustomer 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.
Sincerely,
*******************************Initial Complaint
Date:07/12/2022
Type: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.
Being forced to go here and not giving alternative choices because "they're the best." Meanwhile I have to drive 170 miles for test results I already knew about. If y'all really cared about your patients I wouldn't of wasted a day for 5 minutes if a doctors time that could of been handled over the phone. because you guys really don't care about my time. Then my car got hit and ran in the parking lot with the next visit and when I complained I was told I should of used the valet. I'm not comfortable with that. Absolutely lack of care or any support they just want to run your insurance until they can't anymore. I want my car fixed. It's a Tesla Model S so it's probably over 5 grand in damages. You guys have already sucked all my money so I'm in my own. Do the right thing. Fix the damages. (More damages on side) police report number on request. Also let's not forget them letting me leave with a IVBusiness Response
Date: 08/17/2022
Business Response /* (1000, 11, 2022/07/28) */ Dear Ms. Y, Thank you for sharing Mr. *****'s concerns with us at H. Lee Moffitt Cancer Center and Research Institute Hospital, Inc. ("Moffitt"). We appreciate the opportunity to respond. Moffitt is committed to providing the highest quality of clinical care and patient-centered services. As such, we take patient and caregiver concerns very seriously. We would like to share that we are in direct communication, and actively working, with Mr. ***** to address his concerns. Should there be any need to contact us further, please feel free to reach out to the Patient Relations Department at (XXX) XXX-XXXX. Sincerely
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