ComplaintsforMoffitt Cancer Center

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 Experience

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 Experience
  

  Customer response

  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

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 IV

  

  Business response

  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

• Initial Complaint

  04/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Moffitt overcharged me $14,000 in lab tests. I've had mycosis fungoides, a T-cell cutaneous lymphoma, for several years. My diagnosis is clear, and my treatment is stable. I get an exam with blood tests and a prescription renewal every six months; the combined cost of exam and lab tests has run from $200-$300. I moved to Florida and was referred to Moffitt to find a specialist to perform these exams and prescription renewals. I was examined on January 23, 2022, and was shocked to receive a bill for almost $14,000 in blood test fees. That's outrageously excessive, and I was not asked nor warned about these charges beforehand. The billing department said too bad, I should have run an estimate beforehand. However, their estimator does not cover MF, and "blood tests" would not have been accurately estimated anyway. I attempted to contact the patient facilitator who helped set up my Moffitt account and visit, but never heard back. I could not find any patient advocate on the Moffitt website, and no Moffitt employee I contacted could refer me to one. After 3 months I finally found a "grievance" address buried in policy text that requires mailing of written complaints. Why can they take our money instantaneously online, but a complaint has to use Civil War technology? It will take me years to pay off these exorbitant and unnecessary charges. Moffitt billing is predatory and their process demeans patients. I would like a refund of the excessive fees, a change in Moffitt procedures to review costs with patients before treatment (and not make it the patient's burden to beg for them), and establish an easy-to-find consumer advocate office to resolve financial issues before treatment.

  

  Business response

  05/16/2022

  Business Response /* (1000, 6, 2022/04/29) */ Pleas see attachment Consumer Response /* (3000, 8, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Moffitt's response because Ms. P completely ignored the intent of my complaint. I was not complaining that Moffitt's arithmetic was incorrect, which is what Ms. P defends. I was complaining that I was unnecessarily and extraordinarily given, and charged for, 26 blood tests without warning. I've been under treatment for my condition for years, and no doctor nor research center has ever ambushed me like that. Note that I am not complaining about Moffitt's rates, either, I am complaining about ramming extraordinary and unnecessary charges down a patient's throat without proper warning or discussion. I did not come to Moffitt for diagnosis; I already had a diagnosis and successful treatment program. There was no need for 26 tests and the resultant bill, and it violates Moffitt's own Patient Rights policies to force charges like that upon me. Secondarily, I also complained that no one at Moffitt took my phone complaints seriously nor referred me to the patient advocacy/patient experience office. It took months of digging to discover there was such an office, and I found it accidentally. Multiple calls to the billing department only resulted in referrals to financing plans. Business Response /* (4000, 10, 2022/05/10) */ Thank you for sharing Mr. ********'s response with us. We appreciate the opportunity to respond. We would like to share that we are in direct communication, and actively working, with Mr. ******** to address his concerns. Sincerely, Director of Patient Experience Consumer Response /* (2000, 12, 2022/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is true that we are working to resolve this.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I have previously thought of Moffitt Cancer Center, I have thought of a respectable organization that I would recommend if I knew someone with cancer. I am saddened that this is not the case anymore. I feel betrayed, not by the service provided, but by your disclosure (or lack of) billing procedures. I was recently seen by my primary doctor and had lab work done, my doctor recommend that I have iron infusions done. I called Moffitt Cancer Center to ask if this is something that can be done there. It was a service I was told was provided, even if I was not a patient. But I had to see the hematologist and have lab work done again, though I just had it done the month prior and already had my doctor's recommendations. At this very moment when I was on the phone with the person should have been the moment someone disclosed to me that there is a hospital charge. I had explained what I was looking for, I was not in need of in patient services, I did not have cancer, this would be a second opinion though I was not looking for one. Not truly understanding what I agreed to I made the appointment. There were multiple conversations between me and someone from Moffitt prior to my visit and no one, not once, disclosed the billing procedures. None of the documentation I signed had any disclosure about how I would be billed either. I was never going to be inpatient, thus, signed documentation related to understand inpatient procedures but I also understood those did not apply to me. I honestly feel my situation was taken advantage of by shady procedures. I have already called and spoken to someone when I saw the charge. They reviewed the tapes and told me they were supposed to tell me about the billing when I called but since they did not they would offer me 50% off for the inconvenience. Though I appreciate the admission to fault, I still do not agree with the charges.

  

  Business response

  12/09/2021

  Business Response /* (1000, 8, 2021/11/22) */ November 19, 2021 ****** ********** Trade Practice Specialist (Better Business Bureau) Re: Billing Dispute - (Case# XXXXXXXX / Ref #X-XXXXXXXX-XXXXXXXX-X-XXX) H. Lee Moffitt Cancer Center and Research Institute Hospital. Dear Ms. *********** Thank you for allowing us the opportunity to respond to the correspondence dated October 27,2021, received in the Patient Relations Office here at Moffitt regarding a billing dispute filed under reference number (Ref#X-XXXXXXXX-XXXXXXXX-X-XXX). Please know, that patient and their family members concerns are of the upmost importance at Moffitt Cancer Center, as such, Moffitt's Business Office conducted a thorough review and below are the findings of our efforts. Based on an extensive review of the complaint it was found that all billing is correct. Our review noted that during the initial new patient intake phone recording, the Moffitt team member informed the patient that Moffitt bills as an outpatient Hospital. It was also mentioned to her that this would include a facility fee and physician fee. Moffitt's Conditions of Care mentions that there is a potential for higher out of pocket cost due to hospital billing. The patient electronically signed the Conditions of Care on July 2, 2021 prior to her first visit. After receiving a billing statement, the patient called our Patient Account Resolution department. The patient requested that the initial intake call recording be reviewed to determine if she was notified about Moffitt billing as a hospital. Incorrect information was relayed back to the patient as she was informed that the call recording indicated the team member failed to provide the billing information to her. This misinformation caused the patient to escalate her complaint. Although the conclusion of our review determined that Moffitt provided the necessary information timely to the patient, we have contacted the patient and have made settled the bill. In closing, please accept our sincerest apology that the customers experience fell short of their expectation, but please be assured that we have thoroughly reviewed the concerns reported via your office. If you have questions or additional concerns, please do not hesitate to contact the Patient Relations Office at XXX-XXX-XXXX. Respectfully, Cristina P. Patient Experience Director, MBA Moffitt Cancer Center.

*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. ↩