Business Profile

Hospital

NYU Langone Health

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Complaints

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

Customer Complaints Summary

56 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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Submit a Complaint

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:04/04/2024
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 refused medical services for a walk-in appointment for not signing a long-term financial document. I was willing to pay on the spot for the 1 service but was denied for not signing a life-long commitment to a one-sided financial policy that makes no sense and is punitive to the patients.
Business Response
Date: 04/04/2024
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.
Thank you,
*** ******* ****** **** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:03/18/2024
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.
On October 25 2023, I went in for a follow up with my provider. The entire interaction was quick. I was told to come in to confirm a miscarriage. The doctor used the in-office ultrasound machine to do a 1-minute check to confirm I was no longer pregnant. She referred me out to *** radiology to have an ultrasound tech and radiologist do a full ultrasound to officially confirm pregnancy loss and clear uterus. I never got around to making that appointment at radiology. For this 1-minute ultrasound that was not considered comprehensive done by the provider, *** charged my insurance $720, of which insurance covered $419. This amount is more than what *** charged my insurance for one ultrasound when I was pregnant (and the process was over 30-minutes long and involved *** radiologys trained ultrasound technician and review by the radiologist). For the very quick service on 10/25, *** states I have a balance of $300. This is $720 for a 1 minute activity - the most expensive imaging item *** is trying to charge me for- more expensive than my MRI and CT scan Ive had at ***- in terms of dollars per minute. *** sent numerous emails via the mychart app and received automated responses or one that my deductible hasnt been met and thus I have to pay. *** also called and left voicemails to billing with no success. *** physician services has ************* practices and inability to offer clear reasoning or patient support when asked. Theyve already received from my insurance more than enough for the 1-minute service. Losing my pregnancy was already hard enough without this ridiculous charge added.
Business Response
Date: 03/21/2024
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns. NYU Langone Health is dedicated to providing world class care to all our patients and their families.
Thank you,
*** ******* ****** **** *** ****** ******* ** *****
Phone Number: ************
Fax Number:************
Visit ** on the web at: **************
Initial Complaint
Date:02/07/2024
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 made two $200 payments on Dec. 5 and 15, 2023 toward an outstanding medical bill for a visit to NYU Langone's emergency room on Mar. 8, 2023. However, NYU's billing department continues to make accounting errors regarding these payments:- NYU's billing department shows a $149.16 on 12/15/2023 instead of the $200.00 payment I made. I have sent them proof of the $200 payment amount (receipt generated by NYU from the transaction) on Dec. 27, 2023, Jan. 19 and Feb. 7, 2024. Despite proving multiple times I paid $200 on Dec. 15 and asking for a resolution on multiple dates Dec-Feb, the billing department continues to reply with form messages that do not rectify their accounting error.- I have repeatedly wrote NYU Langone billing department that I am ready to pay the bill in full, but they need to fix their accounting error and credit the full $400 ($200 on Dec. 5, $200 on Dec. 15, 2023) toward the outstanding balance.- The reason that this bill has not been paid yet is that NYU Langone's billing department repeatedly billed the wrong insurance company. It took several calls and hours on the phone for them from May 2023 through fall 2023 to correct this error.
Business Response
Date: 02/07/2024
I am writing in response to ***************** complaint regarding the billing inquiry for her hospital and professional payments.

A thorough review of herpayments was performed and ************** will be contacted regarding the dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Customer Answer
Date: 02/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

NYU Langone contacted me to clarify that $50 of my previous payment went toward closing out a previous bill for March 8, 2023. However, that zero balance bill is still falsely marked as "in collections." They also updated my current bill balance to zero, which is inaccurate. The amount owed should be closer to $600, not zero. This is a billing error they have made several times in the past year. I wrote them the details above and demanded they YET AGAIN correct their own billing error. I just want to pay this bill and have this nearly 1 year issue with their incompetent billing department to end.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 06/11/2024
**** ***** **** *** ****** ******** ****** ******* ********************* ****************************************************************************************************** ***** *****************

BBB ID ********

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

I am writing in response to *** ***** ****** complaint regarding the billing inquiry for her hospital payment.

A thorough review of the account was performed and ************** will be contacted regarding the dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Sincerely,

*********************************
Manager, Revenue Cycle Operations
************
Customer Answer
Date: 06/12/2024
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:01/22/2024
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.
In summer of 2023 I found myself in an ER suffering from a gallbladder attack. The doctors thought my gallbladder might be infected and needed to be removed on an emergency basis. As a 26 year old, this was frightening. Luckily we were able to wait on surgery but just a mere month as a life ending infection could strike at any moment. My gallbladder was removed at NYU facilities on 9/5/23. Before surgery, day of, at a kiosk in the waiting room I paid my surgery and anesthesia balance in full - $1,746. I have bank statements to prove this as well as a photo of the receipt from the kiosk. After my surgery I received a letter in the mail claiming I had only paid $35 and owed $1,868.37, then 2 letters claiming I only paid $1,031 still owed $888.67. Clearly neither letter demonstrates accurate record keeping as it does not reflect the true balance I paid -as my balance had been updated letter to letter I held out faith in NYU billing. Then, one day I received a letter saying my "balance" has been sent to collections. I wrote to the connections agency explaining that I paid my balance in full and they only sent me a second letter saying I owe $465. None of this adds up and I'm at my wits end. Not only have I just gone through one of the most challenging and traumatizing experiences of my life, but now despite having paid a hefty sum out of pocket NYU is seeking more from me, not recognizing the entirety of my payment and is threatening to ruin my credits with a collections charge. Please help correct this error, this situation is a nightmare I don't know how to resolve.
Business Response
Date: 02/05/2024
Good morning,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

Thank you,

NYU Langone Health
**** *** ****** **************** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:01/12/2024
Type:Order 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 a patient for many years and I respect your doctors and their treatments. They are the BEST and the **** center is truly exceptional and has been treating me for brain injuries and post COVID effects. ******************** and ******************* are truly exceptional and tremendously well respected. The reason many of us seeking your treatments. They always respond and show compassion 24x7. I filed for disability with my employer and government. We requested the images of my MRI and SPECT 2 months ago to be mailed to my attorney ********************* in **. The check her office mailed to your records department was acknowledged and cleared. We are going to month #3 with the risk of missing significant deadlines for my disability to be approved. There has been ZERO response or even a courtesy call back from your RECORDS department to acknowledge my attorneys calls, my calls, and any emails. This is totally unacceptable and wrong.I have spent 100s of thousands in treatments and I simply ADORE your staff and doctors. Everyone deserves a call back and respect. Having automated messages when the patient calls and redirecting the patient to a totally messy rounds across departments that makes no sense and not responding as committed to the mission of the hospital and the rights of the patient is totally unacceptable. Please finish the job and mail the CD with the images of my MRI and SPECT as requested and send instructed. Thank you. *******************************
Business Response
Date: 01/27/2024
This medical record request has been referred to the radiology department for further review.
Please feel free to contact the department directly at: RAD In-Pt: ************ ************************************************************ or RAD Out-Pt: ************ ********************************************
Initial Complaint
Date:01/12/2024
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 12/27/23 I had an appointment with ********************. On the MyChart app I was asked for a $50 copay before the appointment, which is more than I have been asked for before. However, I paid because I wanted to be seen. After the appointment, I received a bill for the same office visit for $25, I inquired about it and was told my only charge was for a procedure visit with a different doctor (which makes sense). Now on MyChart I see another bill for the same appointment on 12/27/23 for $25 again. I am busy and quite frankly I had an issue with billing with a different appointment in 2022 that took months, time, and countless phone calls to resolve. Although the amount I am told I owe is a lot less this time around, I should not have to be calling back and forth with my insurance and NYU to figure this out. Guarantor #******* Physician Services account.
Business Response
Date: 01/12/2024
******* ********* *** ****** ******** ****** ******* ********************* ****************************************************************************************************** ***** ******************************* *** ** ******** *** * ********

Dear ******,

I am writing in response to *** *********************************** regarding the $50 balance for the date of service 12/27/2023.

A thorough review of *** ************************** hospital account was performed and the patient will be contacted regarding this dispute.

Thank you again for allowing me the opportunity to respond. NYU Langone Health is dedicated to providing world class care to all of our patients and their families.
Sincerely,

************
Supervisor, Revenue Cycle Operations
************
Customer Answer
Date: 01/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I will not consider this resolved until the steps I have been told would occur is complete. I have been told that steps will be taken to change account balances and that once money is transferred over from hospital billing to physician billing, both accounts will reflect a zero balance. I have been told I would be contacted when this is complete and this has not been done yet.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 02/06/2024
The requested action (HB to PB transfer) has been completed.
Customer Answer
Date: 05/20/2024
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 and the matter has been resolved.

Sincerely,

***********************************
Initial Complaint
Date:12/12/2023
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.
10/12/2023 I had an eye exam at *** and paid my $40.00 COPAY. In the mail on 10/17/2023 I get a bill from *** for an additional $55.00 to be paid out-of-pocket. I contacted the billing office to send the bill to my *************** on file and *** said they are sure my insurance will not cover the $55.00 exam and I should pay this bill myself. I insisted they send this bill to my *************** and they refused saying I'm responsible. I have acknowledged that I am the patient responsible for the charge if my *************** denies the claim. I have medical insurance and would never agree to pay a medical bill directly without submitting to my insurance. *** said the claim will go to collections. I can't understand why they won't send the bill to ***** who may just pay the bill. The office sending the $55.00 bill is the *** ************* Practice, P.O. Box ******, ****** ** *****. Telephone: ************. (my account reference # *********** this claim is sent to Aetna for processing (within the Aetna guidelines for submitting a claim) and I get the Aetna notice that Aetna will pay the claim or not, this matter will be resolved.
Business Response
Date: 12/12/2023
Good afternoon,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:12/07/2023
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.
Dr * ******** office called and scheduled a virtual appointment following a routine refill request for Nov 21. Office called the next morning and demanded I come in person. I am immune compromised and did not have transport that day. Doctor refused to explain why he was demanding I come in. Staff was incompetent and did not communicate properly. After going in the next day because he demanded it, he left libelous, false comments in the notes. These comments show the complete lack of **************** or empathy for a patient who simply wanted to be seen virtually due to a severe immune compromised condition! The notes do not reflect the admin staffs incompetence or the fact that I asked for masks to be worn in the exam room and they were not!
Business Response
Date: 12/08/2023
Good afternoon,

We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******************* *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 12/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

BUSINESS HAS NOT REACHED OUT TO ME!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/18/2024
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.
Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******* ************ *** ******* ************ ***** ** ** *** *** *** **************

Customer Answer
Date: 02/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

*** Langone has been obstinate in revising the erroneous, libelous, and false notes entered by ************************************************.

They have made it very clear that patient health and wellbeing is not paramount. They are allowing an egotistical, controlling doctor to practice while negatively impacting patient care.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************
Initial Complaint
Date:11/17/2023
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.
On August 4th, 2023, when making the copayment for my visit, the credit card terminal rebooted. I was told that the payment didn't go through and to enter my card again. I did and it went through normally. I later found that I was billed twice, and called and provided proof of this to *** Langone Physician Services on 8/7/2023 (which they confirmed they received). So far, I've had at least 8 conversations with various people in their billing department, but as of today, November 16th, 2023, no positive action has resulted, just promises.
Business Response
Date: 11/17/2023
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 11/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was contacted by the business on Thursday 11/16, and again on Friday 11/17/23. I was told both times that I will be receiving a refund check in the mail. As soon as I receive the check and it clears my bank, I will consider the complaint resolved. I told this to them both times. We all know the old line about the check is in the mail...

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
Date:11/10/2023
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.
My husband has a followup appointment this morning with a hematologist in the *** Langone group. He had a very comprehensive blood test done recently and has not heard from the doctor. He was expecting results at the appointment. He received an appointment reminder text this morning, with a link to creating a living will, DNR, and a lady wishes wish list. We are horrified. Ive been hysterical about this and he is very worried. He called the office for an explanation and they told him this is a standard text message. No explanations on his health whatsoever. Who in their right mind decided to set up texts this way regarding appointment reminders? This is absolutely heinous. You have no idea the fear you have made us feel. Horrendous. Change your dumbass text messaging NOW. Nothing like this would ever be included in a text, especially for a doctor that deals with such serious health issues. How dare you. Your marketing team, or whoever makes these decisions about setting up texts, should be fired immediately. This is in such poor taste. Really horrible. You should be embarrassed.
Business Response
Date: 11/27/2023
Good afternoon,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************

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NYU Langone Health is NOT a BBB Accredited Business.