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

55 total complaints in the last 3 years.
14 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: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
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:10/10/2023
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.
I visited the office on 5/31/23 for a preventive health care visit with ***************************************************. By law, there are no out of pocket expenses for preventive care. However I was billed $118 for blood tests and then $40 for a phone call on 6/21/23 to discuss the results. It was supposed to be a video visit, but the doctor claimed the video wasn't working and only a phone call was possible. After three months of following up, they finally fixed the $118 charge, but are refusing to fix the $40 charge from 6/21/23 and are using technicalities to try to get around the legal requirement, claiming that the preventive care visit and the preventive care tests are covered, but if I want the results of these tests, I have to pay. I have been going around in circles with them since June. Now they are saying I should contact my insurance company, but the insurance is only processing the incorrect claim filed by the doctors office. *** Langone is the one that needs to fix this.They are not legally allowed to charge for preventive care. This charge would seem to be a violation of the *************** Act and is certainly dishonest. I need this to finally be fixed.
Business Response
Date: 10/11/2023
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: 10/20/2023
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
The business has been giving me the same answers since June. They are still billing me for preventive care, which is both a violation of the *************** Act, and just bad business practice. All they need to do is resubmit the claim to the insurance as preventive care, or just cancel the fee that they are not supposed to be charging. This has been going for such a long time and they are not addressing it.

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

Sincerely,

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

Business Response
Date: 10/25/2023
Good afternoon,
We have received and acknowledged your complaint. Please be advised that this matter has been resolved. ******************' balance has been adjusted.

Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Initial Complaint
Date:10/05/2023
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.
Appointment with ********************* on 08/01/23. I was running late. I phoned office. The staff was rude. I was informed that I cannot be accommodated on that even if I was only few minutes late. I was notified that earliest appointment to reschedule was December 2023. I told office staff that the date she was giving me to reschedule was 4 months from the original date of appointment. I scheduled with another doctor. Since then, multiple messages received via Patient Portal from the ****************** to pay co-pay for a doctors visit that didnt happen. In addition, Ive been receiving phone messages and invoices via mail. Multiple calls to billing department to resolve disputes unsuccessful. I was advised by ****************** that they have no authority to cancel bill payments but, to contact the practice and speak to Patient Experience Team. I emailed Patient Experience Team 2X, phoned and left voice messages 2X - No response. Please note that this appointment is located in a different location
Business Response
Date: 10/06/2023
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
**** *** ****** ******* ** ***** ***** ******************* *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 10/06/2023
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 appreciate that I was contacted my *** Langone but, at the time of this writing my complaints has not been resolved. Looking forward to a positive resolution. This should not happen to patients.
The following must be addressed by *** Langone Leadership.
1. Re-training of employees - Customer Service
2 ****** communications to patients inquires.
3. Access to practice
In my understanding, the ****************** has no authority to cancel payments posted by the practice.

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

Sincerely,

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

Business Response
Date: 11/06/2023
Good morning,
We have received and acknowledged your complaint. We have directly reached out to the patient to advise that her balance was adjusted.
Thank you,
NYU Langone Health
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 11/09/2023
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:10/03/2023
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.
My son saw this practice at its satellite location in ********* **. They billed my insurance incorrectly as an out of network provider. The billed the insurance company twice for the same service, once for the doctor and once for the hospital. It seems that one is in network and one is out of network, so they were payed out of network benefits. They tried to resubmit under the hospital which was in-network but was denied because it was seen as a duplicate. I went back and forth with the hospital billing for a year. My insurance company called the hospital and told them how to amend the original claim, in stead of resubmitting, but the hospital didn't listen and resubmitted again, and it was denied an then the entire claim was then canceled b the provider. Every time I got a bill for the balance I called the billing service for the hospital and my insurance company over the course of a year. Finally, I got a collections letter. I called the collections and told them what is going on and they were useless. I called the insurance company again and they said that they would try to help. Bottom line, ** Langone should NOT send someone to collections because their billers are incompetent. I want to be removed from collections and *** submit the claim correctly, so I can pay what I accurately owe if anything and be done with this.
Business Response
Date: 10/03/2023
******* ******** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ***** *********************** *** ** ********

Dear ******,

I am writing in response to **************************** complaint regarding the billing inquiry for his son, *****, hospital bill.

A thorough review of hishospital 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: 10/06/2023
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 have still not been contacted by the correct manager at this point. I have not been removed from collections. So nothing has been even close to resolved.

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

Sincerely,

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

Business Response
Date: 10/31/2023
Good morning,
We have received and acknowledged your complaint. We are directly following up with the patient to address their concerns.

Thank you,
*** ******* ******
**** *** ****** ******* ** ***** ***** ******* ************ *** ******************* ***** ** ** *** *** *** **************
Customer Answer
Date: 11/02/2023
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:09/21/2023
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.
*** has billed me incorrectly. The insurance company and EOB which I have supplied them shows I am responsible for a lower amount than they are billing me for. Despite this, weve been going back and forth for over four monthsoften with me prompting a response because they exceed the promised response time. They also will not adjust the bill to a zero balance while reviewing it, so I have an unpaid incorrect bill hanging over my head. The lack of timely communication and resolution is incredibly frustrating, even with escalation of this issue.
Business Response
Date: 09/22/2023
Good afternoon,

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

Thank you,

*** ******* ****** **** *** ****** ******* ** ***** ***** ******************* *** *******************
Initial Complaint
Date:09/01/2023
Type:Sales and Advertising 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 went into the office for blood work. He was called later that day that the labs made a mistake with his blood test and unfortunately they have to redo it. He was told of course no charge bec they made the mistake. He came in 3 days later and had to redo the same blood work. His doctor and staff stated he will not be charged for their mistake. This happened in February. In March they charged us and insurance 2 times bec they made a mistake. They fixed one lab copay and office charge. The last lab charge they didnt fix even though I have been calling since April. If you make a mistake you cant charge me 2 times for something you had an issue with. They will not fix the situation and then sent me to collections for double charging me . They need to wave the double lab fee of $20 each time . This is unprofessional and shouldnt be legal
Business Response
Date: 09/18/2023
********* ***** **** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ***** ******************************* *** ** ********
Dear ********,

I am writing in response to **** ************************** complaint regarding the waiver request for her husbands lab bill.

A thorough review of hishospital 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
************
Initial Complaint
Date:08/21/2023
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 want to let you know that despite our multiple conversations with them, *** Langone has continued to treat me and my family in a negligent, unsatisfactory and fraudulent manner with regards to billing. I would like to reiterateour disappointment asa neglected patient and paying customer. Here, I restate what we expect to be done:- $50.00 cancellation fee for ***************** - As I mentioned, we will not pay this, and it is fraud that you have passed it on to collections agencies. I did not receive care for this, and it is not clear to the patient through disclaimers, instructions, etc. that this would be charged when I cancelled onlinethrough the app. As someone who understands the healthcare industry and booking/cancellation apps well, there is insufficient notice to the patient / customer here, so your action to continue to charge me and move to collections are predatory and fraudulent. Please remove this charge immediately. - $126.42 charge for **** **** (*********************** for 11/08/22) - After we waited for months for an appointment, the doctor made mistakes when telling my wife **** **** to go to Brooklyn hospital for a mammogram. It took her hours to go there through bad weather, waiting time, etc. only to be told that the doctor did not prescribe treatment properly. This was a complete waste of time and effort, so this charge should be taken off immediately. - $180.53 charge for **** **** (*********************** for 08/09/22) -This should have been an annual physical, and we would like to receive our money back. As you were not able to provide an annual physical and did not book us properly, we had to incur a charge. We do not care how you bill with the insurer - that is your problem. We just need our money back given your unethical level of negligence and lack of available care.- We demand a $2,000.00 of compensation for all the multiple times we have been stuck on the phone and having to send messages for you to make sure we are not incurring excessive billing.
Business Response
Date: 08/29/2023
Good morning,

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

Thank you,
*** ******* ****** **** *** ****** ******* ** *****
Phone Number: ************
Fax Number: ************
Visit ** on the web at: **************
Initial Complaint
Date:07/17/2023
Type:Sales and Advertising 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 May 31, I had an annual check up with ***********************************. Medical claim number is **********. This service is supposed to be fully covered, without any copayment or deductible. However, I am now being billed for $110+ for blood tests. This is preventive care, these were tests ordered by the doctor and they include tests such as cholesterol and blood sugar, which are supposed to be fully covered. I did not ask for anything additional, beyond this preventive care check up that is supposed to be fully covered. If other tests were done that are not considered preventive care, it was entirely without my knowledge, and I should not be billed for it.
Business Response
Date: 07/17/2023
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
**** *** ****** ******* ** ***** ***** ******************* *** *******************
Initial Complaint
Date:07/11/2023
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 have been going back and forth with *** billing regarding a date of service 1-12-23. On the day of the procedure I was asked to pay a $250 copay which I did pay at the hospital. This was my copay for outpatient procedure for out of network facility. When I received the *** for this procedure it was billed as inpatient and the copay was now $1000. I called the billing **** and they stated that the dr submitted the codes for inpatient and they couldn't change it. I called the drs office and they said it was coded incorrectly and they will contact the billing ****. I have been waiting for the correction to show up but whenever I call *** billing I get the run around.. Today 7-10-23, I called with my insurance company representative on the line and the *** billing rep and still was not given a clear answers. When I went to ask more questions to the *** rep she either hung up the phone or got disconnected. But she never called us back eventhough she asked for a call back number at the beginning of the call. My insurance rep waited for her to call back and the *** rep never did. I believe this issue needs to be addressed immediately as I have been dealing with this since earlier this year and everytime I call *** billing **** noone can give me a clear answer. They now have sent my balance to collections and I need this resolved once and for all. I have spent so much time with calls and emails already and we are half way thru the year. Very questionable billing practices at *** which is unfortunate because the last thing you want is for this to reflect on the outstanding doctors at this hospital, mine being one of them.
Business Response
Date: 07/11/2023
**** ***** **** *** ****** ******** ****** ******* ************ ******** ******************************************************************************* ***** ******************************* *** ** ******** *** * ********

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

I am writing in response to *** ***************************** regarding the Hospital claim for her procedure on 1/12/2023.

A thorough review of *** ***************************** account was performed and the patient will be contacted regarding her 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: 07/14/2023
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 have not hear back or received a phone call from anyone at *** billing dept.

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

Sincerely,

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

Business Response
Date: 07/18/2023
We will contact ****************** before end of day with the outcome of the review.

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NYU Langone Health is NOT a BBB Accredited Business.